AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE QUALITY OF COCOCHINE a VIE COLLECTION

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
ENGLISH DEPARTMENT

GRADUATION PAPER
LE KHANH LINH

AN INVESTIGATION INTO THE REAL SITUATION AND
SOLUTIONS TO IMPROVING THE RECEPTIONIST SERVICE
QUALITY OF COCOCHINE-A VIE COLLECTION

CODE

: K23.702

COURSE

: 2017-2021

SUPERVISOR

: PHAN THI THUY TIEN, M.A.

DA NANG – MAY 2021


MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
ENGLISH DEPARTMENT

GRADUATION PAPER

LE KHANH LINH
AN INVESTIGATION INTO THE REAL SITUATION AND
SOLUTIONS TO

IMPROVING THE RECEPTIONIST SERVICE

QUALITY OF COCOCHINE-A VIE COLLECTION

CODE:

K23.702

COURSE: 2017-2021

DA NANG – MAY 2021


Graduation Paper

1

Supervisor: Phan Thi Thuy Tien,M.A

ACKNOWLEDGEMENTS
To teachers in Duy Tan university!
To my supervisor – Ms. Tien !
During the 4 years of studying at Duy Tan school, I thank the teachers
and friends for their dedication to helping me to 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 Ms. Phan Thi Thuy Tien, who gave me
deep and sincere suggestions for me to adjust during the internship report
making journey as well as the graduation project. She is not only a guide but
also a sister who gives useful advice as well as 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 me
knowledge from studying to society during the past 4 years.
Third, 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 path in the past time.
Finally, I would like to wish all teachers good health and success in their
teaching career.
Sincerely,
Le Khanh Linh

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

2

Supervisor: Phan Thi Thuy Tien,M.A

STATEMENT OF AUTHORSHIP
Except where reference is made in the text of the thesis, this thesis
contains no material published elsewhere or extracted in the whole or in part
from a thesis by which have qualified for or been awarded another degree or
diploma.
No other person’s work has been used without due acknowledgement in
the thesis.
This thesis has not been submitted for award of any degree or diploma in
any other tertiary institution.

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

3

Supervisor: Phan Thi Thuy Tien,M.A

ABSTRACT
In this graduation paper, I would like to learn the actual situation as well
as the solution to improve service quality of the reception department of
Cocochine-a Vie collection. Besides, the hotel will be analyzed for its
facilities. I hope that, with this recommendation, the hotel will reinforce its
service quality.

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

4

Supervisor: Phan Thi Thuy Tien,M.A

TABLE OF CONTENT
Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel
differently about the hotel. So what do we think is a hotel? And of course there will be many
different interpretations and definitions of hotels. First, the term "hotel" is derived from France
used to stay overnight in the early years of the twentieth decade. According to the American team
of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place
where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom
and bathroom). Each room must have a bed, telephone and television. In addition to bedroom
service, other services available include luggage transport services, a business center (with
photocopying facilities), a restaurant, a bar and some entertainment services. Hotels can be built
near or inside commercial areas, resorts, airports” [2]. And In the book "Interpretation of the term
tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added
a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam:
“Hotel is a facility that provides accommodation services (with full facilities), catering services,
entertainment and other necessary services for guests staying. Overnight and often built at tourist
sites”.....................................................................................................................................................16
Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and
amenities necessary for the accommodation business, meeting some requirements for relaxation,
dining, and entertainment. Location and other services during the guests stay at the hotel,
suitable for the engine, the purpose of the trip.................................................................................16

[3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB
National Economic University..............................................................................................................64
APPENDIX............................................................................................................................................65
SUPERVISOR’S COMMENTS.................................................................................................................67

Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel
differently about the hotel. So what do we think is a hotel? And of course there will be many
different interpretations and definitions of hotels. First, the term "hotel" is derived from France
used to stay overnight in the early years of the twentieth decade. According to the American team
of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place
where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom
and bathroom). Each room must have a bed, telephone and television. In addition to bedroom

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

5

Supervisor: Phan Thi Thuy Tien,M.A

service, other services available include luggage transport services, a business center (with
photocopying facilities), a restaurant, a bar and some entertainment services. Hotels can be built
near or inside commercial areas, resorts, airports” [2]. And In the book "Interpretation of the term
tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added
a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam:
“Hotel is a facility that provides accommodation services (with full facilities), catering services,

entertainment and other necessary services for guests staying. Overnight and often built at tourist
sites”.....................................................................................................................................................16
Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel
differently about the hotel. So what do we think is a hotel? And of course there will be many
different interpretations and definitions of hotels. First, the term "hotel" is derived from France
used to stay overnight in the early years of the twentieth decade. According to the American team
of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place
where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom
and bathroom). Each room must have a bed, telephone and television. In addition to bedroom
service, other services available include luggage transport services, a business center (with
photocopying facilities), a restaurant, a bar and some entertainment services. Hotels can be built
near or inside commercial areas, resorts, airports” [2]. And In the book "Interpretation of the term
tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added
a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam:
“Hotel is a facility that provides accommodation services (with full facilities), catering services,
entertainment and other necessary services for guests staying. Overnight and often built at tourist
sites”.....................................................................................................................................................16
Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and
amenities necessary for the accommodation business, meeting some requirements for relaxation,
dining, and entertainment. Location and other services during the guests stay at the hotel,
suitable for the engine, the purpose of the trip.................................................................................16
Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and
amenities necessary for the accommodation business, meeting some requirements for relaxation,
dining, and entertainment. Location and other services during the guests stay at the hotel,
suitable for the engine, the purpose of the trip.................................................................................16
There are many departments that construct the complete organization of Cocochine-a VIE
collection, and each department has its own mission...............................................................31
General manager: The highest position of the hotel, directly responsible for business
strategy, marketing, budget, revenue-profit, management and supervision of all activities to
ensure effective hotel operation, etc….......................................................................................31

Spa Department: Increasing the value and choice of customers for the hotel, providing
additional services such as swimming pools, massage,…...........................................................32
Housekeeping Department: being responsible for the guest's stay in the hotel, bringing the
highest revenue, working closely with other parts in the hotel to bring the best service to the
guests, sanitation and other associated services.......................................................................32

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

6

Supervisor: Phan Thi Thuy Tien,M.A

4.1.2.2.1 Analysis of customer reviews to the Cocochine-a Vie Collection’s receptionist.......46
4.1.2.2.1 Analysis of customer reviews to the Cocochine-a Vie Collection’s receptionist.......46
......................................................................................................................................................46
......................................................................................................................................................46
4.1.2.4. Evaluation to Receptionists’ Qualification....................................................................49
[1] Quản trị khách sạn – tác giả Bùi Xuân Phong............................................................................64
[2] Hotel Management and Operations – Denney G. Rutherford..................................................64
[3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB
National Economic University..............................................................................................................64
[3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB
National Economic University..............................................................................................................64
[4] />[5] />[6] />[7] />APPENDIX............................................................................................................................................65
Dear Valued Guest,..........................................................................................................................65

Thank you for choosing to stay with us...........................................................................................65
Please spend a few minutes to complete this page. Your opinion will help us with useful
information to do our research and to draw measure in upgrading Cocochine-a Vie Collection
and providing you with better service............................................................................................65
Thank you for your support and we look forward to welcoming you back soon..........................65
Please give us your individual information:....................................................................................65
Guest name: ................................................ Room number: ………................................................65
Email: .............................................................................................................................................65
Tel: ..................................................................................................................................................65
1. How many times have you been in Danang city?.......................................................................65
……………………………………………………..................................................................................................65
2. How many times have you stayed at Cocochine-a Vie Collection?............................................65
……………………………………………………..................................................................................................65

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

7

Supervisor: Phan Thi Thuy Tien,M.A

3. Do you feel satisfied / comfortable with the Cocochine-a Vie Collection?................................65
Yes.....................................................................................................................................................65
No.....................................................................................................................................................65
4. Do you like the design and decoration of the Cocochine-a Vie Collection?..............................65
Yes.....................................................................................................................................................65

No.....................................................................................................................................................65
5. How do you feel about to possess the communication skills of the Receptionist?...................65
6. How fast is the check-in process?................................................................................................66
Very fast............................................................................................................................................66
Pretty quick......................................................................................................................................66
Normal..............................................................................................................................................66
Less fast............................................................................................................................................66
Not fast.............................................................................................................................................66
7. What is the price when you stay at Cocochine-a Vie Collection?..............................................66
Satisfied............................................................................................................................................66
Unsatisfied........................................................................................................................................66
Very Satisfied....................................................................................................................................66
8. Does the attitude of the staff make you satisfied?.....................................................................66
Satisfied...........................................................................................................................................66
Unsatisfied........................................................................................................................................66
Very Satisfied....................................................................................................................................66
9. Would you like to stay at Cocochine-a Vie Collection another time?........................................66
Yes.....................................................................................................................................................66
No.....................................................................................................................................................66
10. Would you recommend Cocochine-a Vie Collection to a friend or colleague?.......................66
Yes.....................................................................................................................................................66
No.....................................................................................................................................................66
11. Do you have any other comments, questions or concerns?....................................................66
.......................................................................................................................................................66

Student: Le Khanh Linh

Code: 2320315781

Graduation Paper

8

Supervisor: Phan Thi Thuy Tien,M.A

THANK YOU VERY MUCH!...............................................................................................................67
SUPERVISOR’S COMMENTS.................................................................................................................67

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

9

Supervisor: Phan Thi Thuy Tien,M.A

Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel
differently about the hotel. So what do we think is a hotel? And of course there will be many
different interpretations and definitions of hotels. First, the term "hotel" is derived from France
used to stay overnight in the early years of the twentieth decade. According to the American team
of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place
where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom
and bathroom). Each room must have a bed, telephone and television. In addition to bedroom
service, other services available include luggage transport services, a business center (with
photocopying facilities), a restaurant, a bar and some entertainment services. Hotels can be built
near or inside commercial areas, resorts, airports” [2]. And In the book "Interpretation of the term

tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added
a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam:
“Hotel is a facility that provides accommodation services (with full facilities), catering services,
entertainment and other necessary services for guests staying. Overnight and often built at tourist
sites”.....................................................................................................................................................16
Today, each mention of the hotel will not be unfamiliar to each of us and each person will feel
differently about the hotel. So what do we think is a hotel? And of course there will be many
different interpretations and definitions of hotels. First, the term "hotel" is derived from France
used to stay overnight in the early years of the twentieth decade. According to the American team
of researchers in the book “Wellcome to Hospitality” published in 1995, “The hotel is a place
where anyone can pay to rent a room to stay overnight have at least two small rooms (bedroom
and bathroom). Each room must have a bed, telephone and television. In addition to bedroom
service, other services available include luggage transport services, a business center (with
photocopying facilities), a restaurant, a bar and some entertainment services. Hotels can be built
near or inside commercial areas, resorts, airports” [2]. And In the book "Interpretation of the term
tourism and hotel" by the Faculty of Tourism and Hotel, National Economics University has added
a highly generalizable definition that can be used in academics and Hotel knowledge in Vietnam:
“Hotel is a facility that provides accommodation services (with full facilities), catering services,
entertainment and other necessary services for guests staying. Overnight and often built at tourist
sites”.....................................................................................................................................................16
Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and
amenities necessary for the accommodation business, meeting some requirements for relaxation,
dining, and entertainment. Location and other services during the guests stay at the hotel,
suitable for the engine, the purpose of the trip.................................................................................16
Therefore, the Hotel is a popular accommodation business in the world, ensuring the quality and
amenities necessary for the accommodation business, meeting some requirements for relaxation,
dining, and entertainment. Location and other services during the guests stay at the hotel,
suitable for the engine, the purpose of the trip.................................................................................16
There are many departments that construct the complete organization of Cocochine-a VIE
collection, and each department has its own mission...............................................................31

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

10

Supervisor: Phan Thi Thuy Tien,M.A

General manager: The highest position of the hotel, directly responsible for business
strategy, marketing, budget, revenue-profit, management and supervision of all activities to
ensure effective hotel operation, etc….......................................................................................31
Spa Department: Increasing the value and choice of customers for the hotel, providing
additional services such as swimming pools, massage,…...........................................................32
Housekeeping Department: being responsible for the guest's stay in the hotel, bringing the
highest revenue, working closely with other parts in the hotel to bring the best service to the
guests, sanitation and other associated services.......................................................................32
4.1.2.2.1 Analysis of customer reviews to the Cocochine-a Vie Collection’s receptionist.......46
4.1.2.2.1 Analysis of customer reviews to the Cocochine-a Vie Collection’s receptionist.......46
......................................................................................................................................................46
......................................................................................................................................................46
4.1.2.4. Evaluation to Receptionists’ Qualification....................................................................49
[1] Quản trị khách sạn – tác giả Bùi Xuân Phong............................................................................64
[2] Hotel Management and Operations – Denney G. Rutherford..................................................64
[3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB
National Economic University..............................................................................................................64
[3] PhD.Nguyen Van Manh and Hoang Thi Lan Huong (2008) Hotel Business Administration_NXB

National Economic University..............................................................................................................64
[4] />[5] />[6] />[7] />APPENDIX............................................................................................................................................65
Dear Valued Guest,..........................................................................................................................65
Thank you for choosing to stay with us...........................................................................................65
Please spend a few minutes to complete this page. Your opinion will help us with useful
information to do our research and to draw measure in upgrading Cocochine-a Vie Collection
and providing you with better service............................................................................................65
Thank you for your support and we look forward to welcoming you back soon..........................65
Please give us your individual information:....................................................................................65
Guest name: ................................................ Room number: ………................................................65

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

11

Supervisor: Phan Thi Thuy Tien,M.A

Email: .............................................................................................................................................65
Tel: ..................................................................................................................................................65
1. How many times have you been in Danang city?.......................................................................65
……………………………………………………..................................................................................................65
2. How many times have you stayed at Cocochine-a Vie Collection?............................................65
……………………………………………………..................................................................................................65
3. Do you feel satisfied / comfortable with the Cocochine-a Vie Collection?................................65
Yes.....................................................................................................................................................65

No.....................................................................................................................................................65
4. Do you like the design and decoration of the Cocochine-a Vie Collection?..............................65
Yes.....................................................................................................................................................65
No.....................................................................................................................................................65
5. How do you feel about to possess the communication skills of the Receptionist?...................65
6. How fast is the check-in process?................................................................................................66
Very fast............................................................................................................................................66
Pretty quick......................................................................................................................................66
Normal..............................................................................................................................................66
Less fast............................................................................................................................................66
Not fast.............................................................................................................................................66
7. What is the price when you stay at Cocochine-a Vie Collection?..............................................66
Satisfied............................................................................................................................................66
Unsatisfied........................................................................................................................................66
Very Satisfied....................................................................................................................................66
8. Does the attitude of the staff make you satisfied?.....................................................................66
Satisfied...........................................................................................................................................66
Unsatisfied........................................................................................................................................66
Very Satisfied....................................................................................................................................66
9. Would you like to stay at Cocochine-a Vie Collection another time?........................................66
Yes.....................................................................................................................................................66

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

12

Supervisor: Phan Thi Thuy Tien,M.A

No.....................................................................................................................................................66
10. Would you recommend Cocochine-a Vie Collection to a friend or colleague?.......................66
Yes.....................................................................................................................................................66
No.....................................................................................................................................................66
11. Do you have any other comments, questions or concerns?....................................................66
.......................................................................................................................................................66
THANK YOU VERY MUCH!...............................................................................................................67
SUPERVISOR’S COMMENTS.................................................................................................................67

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

13

Supervisor: Phan Thi Thuy Tien,M.A

CHAPTER 1: INTRODUCTION
1. Rationale
The tourism industry has never been hot in the international market, and
Vietnam is not an 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 developed from there. I myself am pursuing the tourism
industry, I always wish that tourism in Vietnam in general as well as in Da

Nang in particular will attract tourists from domestic to overseas growth 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 tourism development strategy of the
country. Especially, when it comes to the hotel, it will be indispensable for the
reception team and 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.
Recognizing the importance of reception and the quality of guest service
of

the

reception

department.

So,

please

choose

the

topic

“AN

INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO
IMPROVING

THE

RECEPTIONIST

SERVICE

QUALITY

OF

COCOCHINE-A VIE COLLECTION”.
2. Aims and Objectives.
The topic this time I chose is the actual situation investigation at
Cocochine-A Vie Collection. So there are 3 main contents that I will mention:
- General introduction and current situation of Cocochine-A Vie
Collection

Student: Le Khanh Linh

Code: 2320315781


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Supervisor: Phan Thi Thuy Tien,M.A

- Analyzing the quality of customer service of the Cocochine receptionist
department- A Vie Collection
-Providing a number of measures to promote service quality of
Cocochine-A Vie Collection.
3. Scope of the study.
In this study, I will focus on the following 3 points:
First, I will focus on the structure of the premises, the hotel facilities, and
the situation of arrivals.
The second will evaluate the service quality of the reception department
to customers.
And in the end, appropriate measures will be taken to improve the
quality of the receptionist team.
4. Method of study.
Methods are collected from the literature of books, articles and websites
related to the hotel and reception department. Process analysis to include all
arguments.
Methods of analysis and evaluation: after getting the necessary
information, I will analyze and comment on the service quality of CocochineA VIE Collection reception department.
5. Organization of the study.
The topic structure consists of 3 parts:
Part A: In this part, you will introduce the graduation paper including
rationale, Aims and objectives, scope of the study, method of the study and
study’s organization.
Part B includes:
Chapter II: Presenting the theoretical basis for this graduation paper.
Chapter III: General Description of Cocochine- A Vie Collection
Chapter IV: Analyzing the actual situation of the receptionist department
Chapter V is the conclusion and the solution.

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

Student: Le Khanh Linh

15

Supervisor: Phan Thi Thuy Tien,M.A

Code: 2320315781


Graduation Paper

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Supervisor: Phan Thi Thuy Tien,M.A

CHAPTER 2: THEORETICAL BACKGROUND
2.1.Concepts of Hotel
Today, each mention of the hotel will not be unfamiliar to each of us and each
person will feel differently about the hotel. So what do we think is a
hotel? And of course there will be many different interpretations and
definitions of hotels. First, the term "hotel" is derived from France used
to stay overnight in the early years of the twentieth decade. According to

the American team of researchers in the book “Wellcome to Hospitality”
published in 1995, “The hotel is a place where anyone can pay to rent a
room to stay overnight have at least two small rooms (bedroom and
bathroom). Each room must have a bed, telephone and television. In
addition to bedroom service, other services available include luggage
transport services, a business center (with photocopying facilities), a
restaurant, a bar and some entertainment services. Hotels can be built
near or inside commercial areas, resorts, airports” [2]. And In the book
"Interpretation of the term tourism and hotel" by the Faculty of Tourism
and Hotel, National Economics University has added a highly
generalizable definition that can be used in academics and Hotel
knowledge in Vietnam: “Hotel is a facility that provides accommodation
services (with full facilities), catering services, entertainment and other
necessary services for guests staying. Overnight and often built at tourist
sites”.
Therefore, the Hotel is a popular accommodation business in the world,
ensuring the quality and amenities necessary for the accommodation
business, meeting some requirements for relaxation, dining, and
entertainment. Location and other services during the guests stay at the
hotel, suitable for the engine, the purpose of the trip.
Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

17

Supervisor: Phan Thi Thuy Tien,M.A

2.1.1. Concepts of Hotel Bussiness
2.1.1.1. Definition
Hotel business is understood as the business activities of tourist
accommodation establishments based on the provision of accommodation,
food and beverage services and additional services to meet the temporary stay
needs of tourists. When researching the nature of the concept of "hotel
business", in order to have a complete and comprehensive view, it is
necessary to understand the formation and development process of the hotel
business and the birth of the hotel business. Type of business involved in hotel
business.
First, the hotel business is just the business of providing overnight
accommodation for non-paying visitors from households. The rooms for rent
are only spontaneous at first, with a small number. Therefore, "hotel business"
at first was just the activity of renting bedrooms to serve the needs of sleeping
and resting for visitors. Then, the number of tourists from all directions to
tourist destinations with the need to save back longer has increased. In order
to retain customers and to increase revenue and profit, in addition to the
bedroom rental service, the inn owners have organized to provide more
services to serve the needs of guests.
At that time, the concept of "hotel business" was expanded and understood
as the business of services to satisfy the needs of rest and food for guests from
other places. Function of the concept of "hotel business", besides the business
of two main types of services, which are bedroom rental services and catering
services, there is also the business of supplementary services for tourists. such
as: sports, outdoor entertainment, healthcare, healthcare and beauty services,
laundry, internet, meeting room rental, hosting seminars, conferences, ...
Student: Le Khanh Linh

Code: 2320315781

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Supervisor: Phan Thi Thuy Tien,M.A

2.1.1.2. Classification of Hotel
According to the website Depending on the purpose of hotel classification,
there are main ways to classify hotels. [1]
Classification Based on Size
Using the size parameter, hotels can be classified into;
• Small Hotels:These are hotels whose number of guest rooms does not
exceed 25.
• Medium Hotels: They include hotels with the number of guest rooms
ranging between 26 and 100.
• Large Hotels: These are hotels whose number of guest rooms ranges
between 101 and 300.
• Very large Hotels: These are hotels with more than 300 guest rooms.
Classification Based on Star
This categorization rates hotels on a scale of 1-5, as listed below;
+ 1 Star Hotels: These include all the smaller hotels under the
management of a proprietor. 1 Star hotels are generally characterized by a
personal atmosphere and are often located within the vicinity of affordable
attraction sites or a major intersection with convenient transportation. These
hotels have basic but clean furnishings, and most of them may lack an on-site
restaurant, though they are generally within reach by walking. 1 Star hotels
need to have 10 lettable bedrooms or more, 25% of which should be equipped
with an attached bathroom. Every 4 of the remaining rooms should share a

bathroom. Moreover, 25% of the bathrooms should be equipped with Western
WCs. The reception counter should have a telephone for use by the guests.
+ 2 Star Hotels: These hotels should be developed in a suitable locality
with beautiful environs. They need to have a reception counter that has a
telephone for use by the guests. Furthermore, all the private and public rooms
Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

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Supervisor: Phan Thi Thuy Tien,M.A

should be equipped with air conditioning facilities and support quality. 2 Star
hotels need to hire experienced, efficient and courteous staff that is always in
presentable, clean uniforms. They should have a minimum of 10 lettable
rooms, of which 75% need to have attached bathrooms fitted with showers.
Also, a minimum of 25% of the rooms needs to be equipped with air
conditioning facilities. Each guest room should have telephone services, as
well as a radio or background music, and they need to be furnished with
curtains, carpets, and high-standard luxurious furniture.
+ 3 Star Hotels: They have spacious accommodation, decorated lobbies,
and efficient staff. These hotels are generally located in business areas with
high-standard environs. 3-star hotels are equipped with furnished dining
rooms, with a minimum of 20 lettable rooms, all attached with bathrooms that
offer long baths. Also, at least half the number of the rooms need to have air
conditioning facilities, as well as furnished, high-standard furniture, carpets,

and curtains. The hotels have a reception, information, finance counter, and
conference facilities, all attended by qualified, highly trained, and experienced
personnel. Laundry serviced are provided, together with high-end
housekeeping services, and each guest room should have telephone services,
radio, or background music.
+ 4 Star Hotels: These hotels are found in areas with distinct
architectural features and high-standard immediate environs. The hotels have
a reception, information, finance counter, and conference facilities, all
attended by qualified, highly trained, and experienced personnel. The hotels
need to have a minimum of 25 lettable rooms, all attached with bathrooms
that offer long baths. 4 Star hotels have a separate special restaurant designed
with dancing facilities. Also, each guest room should have telephone services,
radio, or background music.
Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

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Supervisor: Phan Thi Thuy Tien,M.A

+ 5 Star Hotels: These hotels are found in areas with distinct
architectural features and high-standard immediate environs. The hotels have
a reception, information and finance counter, as well as conference facilities
all attended by qualified, highly trained and experienced personnel. The hotels
need to have a minimum of 25 lettable rooms, all attached with bathrooms
that offer long baths. Moreover, laundry serviced are provided, together with

high-end housekeeping services, and each guest room should have telephone
services, radio, or background music. The swimming pool should be available
and ample parking space.
Classification based on Location and Clientele.
• Downtown Hotels.
• Sub-urban Hotels.
• Resort Hotels.
• Airport Hotels
• Motels
• Floatels
• Rotels
• Commercial or Business Hotels
• Transient Hotels
• Boutique Hotels
• Residential Hotels
• Suite Hotels
• Bed and Breakfast Hotels
• Casino Hotels
• Conference Centers

Classification Based on Staying Duration
• Commercial Hotels: People can only stay in these hotels for a few
days or a week.

Student: Le Khanh Linh

Code: 2320315781


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Supervisor: Phan Thi Thuy Tien,M.A

• Transient Hotels: These are hotels in which most of the guests (75%)
are en-route residents who stop to spend a short period at the hotel before
proceeding with their journey.
• Semi-resident Hotels: They are hotels that accommodate people
staying for some weeks or months before moving to another location.
• Apartment or Residential Hotels: These hotels are apartments
offering a dining room, meal service, and maid service. They can be luxurious
or moderately priced, and their rooms are usually sold on a yearly or monthly
basis. Residential Hotels have operational restaurants, telephone services, as
well as valet and laundry services.
• Extended-Stay Hotels: They are lodging-like hotels with features that
provide home-like amenities. They offer discounts of about 7 days for
extended stays and have laundry facilities, as well as guest rooms complete
with kitchens. These hotels are developed to cater to those guests that decide
to stay for a certain period. However, they also receive the guests that intend
to stay for shorter periods their there is sufficient space. The long-staying
guests are attracted by the cut in room prices based on the time they spend at
the hotel. Many of the guests arriving at these hotels are relocating families,
businesses, as well as professional or technical guests. These lodging brands
range from three-bedroomed apartments to guest rooms and studios. The
guests arriving at these hotels can stay for a period ranging between one week
and 6 months. The guest rooms are well-furnished with linen and have
stocked kitchens. Moreover, there are housekeeping services that are offered
on either a weekly or daily basis. On top of these, visitors may get the
opportunity to use and enjoy swimming pools, tennis courts, fitness centers,

as well as limited meals and drinks.
2.1.1.3. The function of hotel business

Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

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Supervisor: Phan Thi Thuy Tien,M.A

According to Hotel business
and operation requires large investment capital and the target audience is
tourists. [Chapter 2]
The most fundamental issue of hotel operations is resolving the pricequality relationship. If the quality increases without regard to the cost, the cost
will increase p increase the price p dissatisfied customers p lose customers p
or if the price is not increased, the profit of the customer will decrease p and
fail to meet the business goal. Industry (profit maximization). However, in the
long run, a high quality of service compared to a certain price point will
create popularity, bring in customers, and thus revenue and profitability will
increase. Satisfying the relationship between short-term and long-term
benefits is a complex matter. Furthermore, the fulfillment of these two
requirements takes place in the constraint of many factors:
•Price constraints: Price is decided by the market, strongly influenced
by competition.
•Constraint on resources: business activities within the limits of ability
to mobilize capital, to attract labor, the ability of suppliers.

•Social constraints: Fulfill the above two requirements under a series of
constraints. Moreover, a hotel is a business in which many business activities
have different economic - technical characteristics, using many different
resources. All of the above requires the hotel to study the characteristics of the
hotel industry and its own characteristics to research to find the most
reasonable organizational plan, suitable for its characteristics and conditions.
- Hotel business is an activity that requires a large investment capital,
high maintenance costs, and uses a lot of labor. On the other hand, due to the
competitive results and the increasingly large scale of the hotel, the hotel is
constantly expanding and diversifying its products to satisfy customers' needs
with high quality service and reputation. For the hotel. In each activity, each
service includes many complicated segments, the relationship makes the
Student: Le Khanh Linh

Code: 2320315781


Graduation Paper

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Supervisor: Phan Thi Thuy Tien,M.A

relationships within the hotel to become more and more crowded. If the
business activities in the hotel are not well organized, the rhythmic
coordination between the departments will easily lead to dysfunction.
- Moreover, in the hotel business, the target audience is tourists. They
have diverse and demanding needs. Especially, most of them are international
tourists with diverse ethnic groups, genders, psychology, preferences and
tastes. They have high liquidity and therefore need to be serviced well, and

only the proper organization, meticulous research and careful monitoring and
regular monitoring of guest needs enable real hotels. Quality requirements,
bringing a reputation for the hotel
From the above analysis as well as in the hotel business practice in our
country, it is increasingly proven that just by experience is not only not
enough, but requires hotel managers to have artistic intellectuals to show their
office and manage. Hotel management.
2.1.2. Products of Hotel
2.1.2.1. Definitions
According

to

/>
productservice-management-performance-indicators-flash-cards/.
In the hospitality industry, product is not just a tangible object. The
product definition is extended to include the following: experiences, people,
places, organizations, information and ideas. Consumers decide where to
visit, where to stay, what to eat and what entertainment they wish to see. All
of these are viewed as products by the consumer. [Terms in this set 19]
2.1.2.2. Characteristics products of hotel
Hotel products are all the services and goods that the hotel offers to meet
the needs of customers from the time they first contacted the hotel to register
their rooms until the consumption is complete and leaves. out of the hotel.
Classify
Student: Le Khanh Linh

Code: 2320315781