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This research intends to investigate the theoretical and practical issues surrounding an examination of the real scenario, in order to determine the benefits and drawbacks of Da Nang Golden Bay hotels qualitybased services. The goal of this research was to offer and recommend some ways to improve the quality of service at Da Nang Golden Bay hotel. Furthermore, the hotels service quality had a direct impact on tourist satisfaction. I was confident that my suggestions would aid the hotel in exceeding client expectations and contribute to the growth of the Da Nang hospitality industry as a result of the survey about the issues.
DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE RECEPTIONDEPARTMENT AT DA NANG GOLDEN BAY HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE RECEPTIONDEPARTMENT AT DA NANG GOLDEN BAY HOTEL Major : English for Tourism SUPERVISOR : DUONG HUU PHUOC, M.A STUDENT : LE THI THAO BANG CLASS : K25 NAD8 STUDENT CODE : 25203204642 DA NANG, 2023 Graduation Paper i Supervisor: Duong Huu Phuoc,M.A ACKNOWLEDGEMENTS To teachers in Duy Tan university! To my supervisor – Mr Phuoc ! During the years of studying at Duy Tan School, I thank the teachers and friends for their dedication to helping me become more and more perfect in studying and doing graduation work like today Above all, thanks to everyone's enthusiastic guidance, I have accumulated more valuable experiences for myself later on Each of us will never be successful without the sincere support and suggestions from everyone so that we can be more and more developed, whether it is indirect or direct help First of all, I would like to thank Mr Duong Huu Phuoc, who gave me deep and sincere suggestions for me to adjust during the internship report making journey as well as the graduation project He is not only a guide but also a brother who gives useful advice and has passed on experiences that I will never forget Second, with deep gratitude, I would like to thank the teachers of the Foreign Language Department of Duy Tan University for imparting knowledge from studying to society during the past years Third, and not least important, I would like to extend my deep gratitude to family and friends who have always stood by and encouraged all my problems and learning paths in the past Finally, I would like to wish all teachers good health and success in their teaching careers Sincerely, Le Thi Thao Bang Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper ii Supervisor: Duong Huu Phuoc,M.A STATEMENT OF AUTHORSHIP I declare that, to the best of my knowledge, this paper contains no previously published content It does not use any material previously submitted for a degree or certificate at my university, in whole or in part, unless a proper reference is included in the text Without acknowledgment in the graduation paper, no other person's work has been utilized This graduation paper has not been submitted to any other tertiary institution for the award of a degree or diploma Danang, April 5th 2023 Student Le Thi Thao Bang Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper iii Supervisor: Duong Huu Phuoc,M.A ABSTRACT This research intends to investigate the theoretical and practical issues surrounding an examination of the real scenario, in order to determine the benefits and drawbacks of Da Nang Golden Bay hotel's quality-based services The goal of this research was to offer and recommend some ways to improve the quality of service at Da Nang Golden Bay hotel Furthermore, the hotel's service quality had a direct impact on tourist satisfaction I was confident that my suggestions would aid the hotel in exceeding client expectations and contribute to the growth of the Da Nang hospitality industry as a result of the survey about the issues Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper iv Supervisor: Duong Huu Phuoc,M.A TABLE OF CONTENT ACKNOWLEDGEMENTS .i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii CHAPTER 1: INTRODUCTION 1 Rationale Aims and Objectives Scope of the study Method of study .2 Organization of the study CHAPTER 2: THEORETICAL BACKGROUND 2.1.Concepts of Hotel 2.1.1 Concepts of Hotel Business 2.1.1.1 Definition .4 2.1.1.2 Classifications of hotel 2.1.1.3 Classification of Hotel 2.1.1.4 The function of hotel business 10 2.1.2 Products of Hotel .11 2.1.2.1 Definitions 11 2.1.2.2 Characteristics products of hotel .11 2.2 Reception Department .12 2.2.1 Definitions of Reception Department .12 2.2.2 Missions of Reception Department 12 2.2.3 Working procedure of Reception Department 13 2.2.3.1 Working procedure of Reception Department 13 2.2.3.2 Qualities of the reception department .14 2.2.3.3 Role of the reception department 15 CHAPTER 3: CASE DESCRIPTION 17 3.1 General information on Da Nang Golden Bay hotel 17 3.1.1 An overview of Da Nang Golden Bay Hotel .17 3.1.2 The Organization Structure Chart of Danang Golden Bay Hotel 19 Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper v Supervisor: Duong Huu Phuoc,M.A 3.1.3 The labor at Da Nang Golden Bay Hotel 22 3.1.4 Reception Department’s staff .23 3.2 Hotel Room of Da Nang Golden Bay Hotel 25 3.2.1 The restaurant of Da Nang Golden Bay Hotel 28 3.2.2 Additional services .30 3.3.1 Working hours 32 3.3.2 English Level of Receptionist 32 3.4 The serving process of reception department at Danang Golden Bay Hotel 32 CHAPTER 4: ANALYSIS AND EVALUATION 35 4.1 The Reality of the service quality of the Reception Department of Danang Golden Bay Hotel 35 4.1.1 The Real Situation of Guest’s Arrival at Da Nang Golden Bay from 2020 to 2022 35 4.1.2 Overall evaluation of the reception department of Da Nang Golden Bay Hotel 36 4.1.2.1 Guests’s evaluation about facilities and equipment of the reception department at Da Nang Golden Bay Hotel 37 4.1.2.2 Guests’s evaluation about the staff of Da Nang Golden Bay Hotel 38 4.3.General evaluation of the strengths and weaknesses of the Services quality of the Front Office Department at Da Nang Golden Bay Hotel 40 4.4 Strengths and Weakeneses .40 4.4.1 Strengths 40 4.4.2 Weaknesses 41 CHAPTER DIFFICULTIES AND SOLUTIONS 42 5.1 Difficulties 42 5.2 Solutions 42 CHAPTER 6: CONCLUSIONS AND SUGGESTION .45 6.1 Conclusions .45 6.2 Suggestions 46 6.2.1 Suggestions for the overall issues 46 6.2.2 Suggestions for Duy Tan University 49 SUPERVISOR’S COMMENTS 55 Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper vi Supervisor: Duong Huu Phuoc,M.A LIST OF TABLES Table The Structure of labor of the Reception Department at Da Nang Golden Bay Hotel 34 Table Hotel room Domestically 39 Table 3: Hotel’s room international .39 Table 4: Reception Department’s facilities 50 Table 5: Structure of guest coming to Da Nang Golden Bay from 2020 to 2022 51 Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper vii Supervisor: Duong Huu Phuoc,M.A LIST OF CHARTS AND DIAGRAMS Figure 1: Organization of Danang Golden Bay Hotel 31 Figure 2: Organizational structure of FO Department in Danang Golden Bay Hotel 45 Chart 1: Number of visitors to Da Nang Golden Bay Hotel in recent 51 Chart 2: The general guest’s assessment of the facilities of the Reception Department at Da Nang Golden Bay Hotel 54 Chart 3: The customer’s review about staff of receptionist 55 Student: Le Thi Thao Bang Code: 25203204642 Graduation Paper Supervisor: Duong Huu Phuoc,M.A CHAPTER 1: INTRODUCTION Rationale After being severely impacted by the COVID-19 pandemic, the tourism industry is on the rebound The tourism industry's growth benefits not only tourism businesses, but it also generates favorable conditions for other industries to grow The tourism industry has never been hot in the international market, and Vietnam is no exception It accounts for about 65% of the economic share of the nations Thanks to the development of tourism, hotels, large and small, began to be born and develop from there I myself am pursuing the tourism industry, and I always wish that tourism in Vietnam in general as well as in Da Nang in particular would attract tourists from domestic to overseas each year And more importantly, when our country's tourism develops, it will be indispensable for hotels big and small to be cared about; it will be an important "link" to contribute to the country's tourism development strategy Especially when it comes to the hotel, it will be indispensable for the reception team and the accommodation and dining services here And above all, Da Nang has more and more hotels in close proximity to each other, which makes the competitiveness of hotels more and more fierce Therefore, the quality of the reception staff is always the top priority of the hotel Along with the recovery of tourism, the tourist sector in Da Nang City is working hard to resurrect the industry's growth During my internship at the Da Nang Golden Bay Hotel, I recognized the importance and urgency of reception and the quality of guest service provided by the reception department In fact, the hotel must constantly enhance product quality and server quality on a regular basis, as well as publicize the business brand more widely, in order to remain stable and grow in the future As a result, I chose the topic "AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT DA NANG GOLDEN BAY HOTEL" Student: Le Thi Thao Bang Code: 25203204642