AN INVESTIGATION INTO THE REAL SITUATION

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER
NGUYEN NHAT KIM NGAN

AN INVESTIGATION INTO THE REAL SITUATION
AND SOME SOLUTIONS TO IMPROVING THE
SERVICE QUALITY OF RECEPTION DEPARTMENT
AT PHU THINH BOUTIQUE RESORT AND SPA
Code

: K22.702

Course

: 2016 – 2020

DANANG – MAY, 2020



MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER
NGUYEN NHAT KIM NGAN

AN INVESTIGATION INTO THE REAL SITUATION

AND SOME SOLUTIONS TO IMPROVING THE
SERVICE QUALITY OF RECEPTION DEPARTMENT
AT PHU THINH BOUTIQUE RESORT AND SPA
Code

: 2220316244

Course

: 2016 – 2020

SUPERVISOR: DUONG HUU PHUOC, M.A

DANANG – MAY, 2020



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SUPERVISOR: Duong Huu Phuoc, M.A

ACKNOWLEDGEMENT
In fact, there is no success without support and help. In the process of
completing this graduation paper, I have received a lot of help, guidance and
encouragement from teachers, colleagues, friends and family.
Firstly, I would like to express my deep gratitude to my guidance
supervisor from the Faculty of Foreign Languages of Duy Tan University, Mr.
Duong Huu Phuoc, for his guidance and encouragement in doing this

research. I am truly grateful for his advice and suggestions right from the first
step.
Secondly, I would like to express my gratitude to all the teachers who
gave me useful knowledge and materials. Additionally, they also inspired and
facilitated me during my study and practice at Duy Tan University. That is the
important foundation for me to complete this paper in the best way
Last but not least, I would like to thank my friends and family for
supporting, helping, giving me the best motivation and the favorable
conditions to do this case study.

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STATEMENT OF AUTHORSHIP
I declare that this graduation paper has been composed myself, and
described my own work, unless otherwise acknowledged in the text. Except
where reference is made in the text of the graduation paper, this graduation
paper contains no material published elsewhere or extracted in the whole or in
part from the graduation paper 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 graduation paper. This graduation paper has not been
submitted for award of any degree or diploma in any other tertiary institution.

Danang, May 5th, 2020

ABSTRACT
This graduation paper investigates the real situation and provides

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solutions to improve the service quality of the Reception Department at Phu
Thinh Boutique Resort and Spa. This case study is conducted on the basis of
theory and practical data. In order to get results, I have gathered all the main
relevant information about resorts, tourists, etc... from primary and secondary
sources, such as textbooks, the Internet, as well as receptionist data and
customer reviews of the resorts through my surveys, findings and
observations. Based on this information, I will outline some of the
characteristics of the staff, the service, the organizational structure and then
propose some suggestions to improve the service quality of Reception
Department at Phu Thinh Boutique Resort and Spa.

ABBREVIATIONS
FO : Front Office

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Sqm: Square meters

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TABLES OF CONTENS
STATEMENT OF AUTHORSHIP.......................................................................................................................... ii
ABSTRACT....................................................................................................................................................... ii
5.Organization of the study........................................................................................................................ 3
1.1. An overview of the Hospitality Industry.............................................................................................. 5

1.1.1. Tourism............................................................................................5
1.1.2.1. Domestic tourists.........................................................................................................5
1.1.2.2. International tourists...................................................................................................5

1.1.3. Hotel................................................................................................6
1.1.3.1. Definition of hotel........................................................................................................6

1.1.6. Quality of service in hotel...............................................................10
1.1.6.1. Definition...................................................................................................................10
1.1.6.2. Criteria for evaluating service quality........................................................................10
1.2. General introduction about Front Office department........................................................................11

1.2.1. Definition of Front Office department...........................................11
1.2.2. Mission of the Front Office department........................................11
3.4.2. Evaluation about the Uniform of Receptionist...............................39
3.4.3.Evaluation about the receptionist’s ability to solve guest’s
complaints................................................................................................41
3.4.4. Evaluation about Service Quality of the Receptionist....................42
3.4.6. Evaluation about the Payment procedures for guests...................47

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TABLE OF FINGURES
Tables:
Table 1: The survey result of Guest’s Arrival at Phu Thinih Boutique Resort
and Spa..........................................................Error: Reference source not found
Table 2: The business result of Phu Thinh Boutique Resort and Spa in the year
2019.............................................................. Error: Reference source not found
Table 3: Tourist statistics according to Nationalities of Phu Thinh Boutique
Resort and Spa in the period 2017 - 2019.....Error: Reference source not found
Table 4: Evaluate the Modern Level of Hotel Facilities..........Error: Reference
source not found
Table 5: Evaluation of the uniform of the receptionist Error: Reference source
not found
Table 6: Evaluation about the reception solve guest’s complaints...........Error:
Reference source not found
Table 7 : Evaluation about attitude of the receptionist. Error: Reference source
not found
Table 8 : Evaluation about Professional of the receptionist....Error: Reference
source not found
Table 9 : Evaluation about Foreign Language skill of the receptionist....Error:
Reference source not found
Table 10 : Evaluation about Waiting time.....Error: Reference source not found
Table 11 : Evaluation about service of the receptionist Error: Reference source
not found
Table 11 : Evaluation about service of the receptionist...................................43
Table 12 : Evaluation about Procedures of registering rooms.........................46
Table 13 : Evaluation about the Payment procedures for guests.....................47
Figures:

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Figure 1: FO Department Organization Chart.......Error: Reference source not
found
Figure 2: Organization Structure of Phu Thinh Boutique Resort and Spa.Error:
Reference source not found
Figure 3: Organization Chart of FO Department at Phu Thinh Boutique
Resort and Spa..............................................Error: Reference source not found
Figure 4: Service process at the Phu Thinh Boutique Resort and Spa.....Error:
Reference source not found
Charts:
Chart 1: An assessment chart of the modern level of facilities.......................38
Chart 2: Evaluation of the Receptionist's uniform..........................................40
Chart 3: Evaluation about the reception solve guest’s complaints..................41
Chart 4: Evaluation about Service Quality of the Receptionist.......................45
Chart 5: Evaluation about procedures of registering rooms............................46
Chart 6: Evaluation about Payment procedures for guests..............................48

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PART A: INTRODUCTION
1. Rationale
More recently, the speed of development of science and technology
together with the developed economy has helped improve people's material
life. Besides, tourism has made great development steps in Vietnam. Tourism
is widely promoted, because it offers potential and employment opportunities,
creates revenue for the country and becomes a source of revenue for the
government. This requires all businesses, to give high priority to the provision
of high quality services, to meet growing demand.
The growth of Vietnam's tourism industry in recent years has contributed
significantly to the hospitality industry. With the increasing number of hotels
today, the hotel must take measures to attract and thereby assert its
competitive position in the market. Vietnam has a stable economy, rich
culture, beautiful natural landscapes and world cultural heritages ... capable of
attracting high tourists. In addition, Vietnam also has many opportunities to
attract investors around the world, creating favorable conditions for hotel
business - developing tourism in the future.
In the hotel business, reception and other services are important factors to
create the image of the hotel in the minds of customers. Customer care is a
difficult and complex task, but it is very important and can affect product
quality.
The reception department provides all information about hotel services

and sales of products and services to guests. This is the first and last part to
interact with guests, making the first and last impression on the quality of the

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hotel. In other words, "Show Case Window" reflects the image of the
hotel. This is also the place where businesses can receive and resolve
customer complaints and questions. From there, it is possible to explore the
different needs of customers, to meet and meet their maximum needs.
Therefore, improving the service quality of the reception is very
necessary. Moreover, the hotel and tourism business is becoming increasingly
fierce. This fact requires businesses to implement measures to improve
service quality to turn it into a competitive advantage
Recognizing the importance of receiving, as well as improving the quality
of service at the reception, with the guidance of dedicated teachers, I decided
to choose the topic “ An Investigation into the Real Situation and Some
Solutions to Improving the Service Quality of Reception Department at Phu
Thinh Boutique Resort and Spa”.
2. Aims and objectives
2.1. Aims
• Find out the function, duty and importance of the reception in the hotel,

give solutions to improve this department.
• Assessing

of hotel business situation, the strengths and weaknesses in the

service at the reception of Phu Thinh Boutique Resort and Spa, thereby
offering solutions to improve and improve service quality.
2.2. Objectives
• Determining the factors affecting the quality of service of the reception
department at Phu Thinh Boutique Resort and Spa.
• Assessing the satisfaction of guests with the quality of the reception
department at Phu Thinh Boutique Resort and Spa.
• Proposing some solutions to improve the service quality of the
reception department at Phu Thinh Boutique Resort and Spa.

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3. The scope of study.
Focus on competence, work and service related elements. In addition,
there are issues such as Labor structure, Hotel facilities, Business area,
situation arrivals of guests . To explore these issues, I will look directly at the

Reception Department at Phu Thinh Boutique Resort and Spa. In order to
have stale data, I will collect information by doing some surveys with the
guests of hotel.
Next, the research data will assess the quality of hotel services and
analyze the actual situation of the hotel through the data I gathered.
Finally, provide practical solutions to improve and advance the service
quality of the reception.
4. Method of study.
- Data collected: Directly observe the activities and working processes of
receptionist at PHu Thinh to collect data. . These data are processed and
analyzed for inclusion in the thesis.
- Questionnaires and interviews: I designed a questionnaire to give to
tourists in Phu Thinh to get their information and ideas when they are at the
hotel.
- Survey and observe productivity.
- From the data and information I have collected, analyzed, compared,
combined with practical theory to evaluate the quality of service at the
reception.
5. Organization of the study.
This study consists of the following three parts:
• Part

A is an introduction to the graduation paper covering the rationale,

goals and objectives, scope of the study, research methodology and research
organization.

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• Part B talks about development; It consists of three chapters:
- Chapter 1 is the theoretical basis of the hotel industry,
reception department and service quality in the hotel.
- Chapter 2 is a description of the general of Phu Thinh
Boutique Resort and Spa Hotel, Reception and
Organizational Department at this hotel.
- Chapter 3 is analyzing and evaluating the problem
• Part C talked about some solutions to improve the service quality of
the Reception Department at Phu Thinh Boutique resort and spa.

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PART B: DEVELOPMENT

CHAPTER I: THEORETICAL BACKGROUND
1.1. An overview of the Hospitality Industry
1.1.1. Tourism
When it comes to tourism it is almost varies by each person and each
source. There is no consensus. Nearly every organization defines "Travel"
differently. But when it comes to explaining it we refer to the following
definitions:
The World Tourism Organization (WTO) in 1995 introduced the term:
"Tourism is human activities related to the temporary movement of people to
a certain destination outside where they live and work regularly for
entertainment purposes, and other purposes
Tourism Law of Vietnam (2005) defines: "Tourism is activities related to
human travel outside of their regular residence to meet the needs of
sightseeing, study and entertainment, vacation for a certain period of time”.
1.1.2. Tourist
In Article 4, chapter I, the Vietnam Tourism Law (2005) stipulates:
"Tourists are people who travel or combine with travel, except those who go
to school, work or practice to receive income in destination'' (issued on June
14, 2005).
1.1.2.1. Domestic tourists
Domestic tourists: are Vietnamese citizens and foreigners
permanently residing in Vietnam traveling within the territory of Vietnam.
1.1.2.2. International tourists
International tourists: are foreigners, overseas Vietnamese entering
Vietnam to travel and Vietnamese citizens and foreigners residing in Vietnam
to travel abroad. Thus, the group of international tourists is divided into 2

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specific categories as follows:
- Inbound tourist: Foreigners and Vietnamese residing overseas to travel to
Vietnam
- Outbound tourist: Vietnamese and foreigners residing in Vietnam travel
abroad
1.1.3. Hotel
1.1.3.1. Definition of hotel
When talking about hotels, people often understand that this is the basis
for renting houses. The hotel is a business base providing accommodation,
meals and other guest services. According to Vietnam Standard TCVN 4391:
2009 on tourist hotels: "The hotel is a tourist accommodation with at least 10
rooms, and ensures the quality of facilities, equipment and services needed.
set for travelers ".
Morcel Gotie, a travel and hotel researcher, defined: "The hotel is a
temporary accommodation for visitors. Along with the bedrooms, there are
restaurants with many different categories.
In the handbook of wod travel have note: “Hotel is high-rise buildings,
provide services such as sleeping, eating and additional services for tourists
aimed at profiting”.
1.1.3.2. Classification of hotel
Hotels can be divided into many different criteria depending on the
scale, location and travel form of the guest.

1.1.3.2.1. Size- Or number of rooms.
Based on size, the hotel is divided into the following three categories:
- Small hotel: scale from 10 to 49 bedrooms, most only provide
accommodation for guests, and other services are not available. This type of

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hotel has a low stay rates.
- Medium Hotels: scale from 50 rooms to 100 rooms, providing most of
the services for guests such as accommodation, dining, some auxiliary
services. This type of hotel is usually built in tourist destinations, in towns
and townships, and some are built in resorts. This type of hotel usually has an
average price.
- Large hotels: usually with 100 bedrooms or more, providing a full
range of services for guests, often equipped with civilized and modern
equipment and often high-rise construction, this type usually has a price for
Rent a high chamber.
1.1.3.2.2. Location.
Based on geographical location, the following categories are classified:
• City center hotel:
This type of hotel is built in the heart of big cities, densely populated

urban areas. The object of this hotel is for business travelers, attending
conferences, seminars, businessmen. , still active and sports fans, visitors to
relatives. These hotels are often large-scale and high-rise, equipped with
synchronous equipment, luxury and modern, often ranked high.
• Resort hotels:
Types of resort hotels are often built in places of natural resources such
as islands, forests and mountains. Architecture for construction of low-rise
villas. The object of the hotel guests to relax, scientists study the ecological
environment. These hotels are well-equipped with luxurious amenities,
providing a comprehensive range of services
• Suburban hotel:
Perimeter hotels are built on the outskirts of the city or in urban centers.

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The object of this type of guests usually weekend guests, business travelers,
relatives visit. These types of guests are able to pay average spending.
Therefore, the level of facilities and amenities of this hotel are adequate and
luxurious at average level, providing the services also at average level of
quality.
• High way hotel - Motel:

This type of hotel is built along roads, highways, and highways to serve
passengers traveling on national highways using motor vehicles such as
motels. accommodation, food service and transportation services such as
repair, fuel supply.
• Hotel in transit:
This hotel is built at the airport, the harbor, the border gate area. The
object of this hotel is the businessmen, passengers of international airlines and
international ships stopping in transit at airports and seaports due to
mandatory schedules or for unexpected reasons.
1.1.3.2.2. Service level
• Hotels with high-class services (according to international standards)
These hotels focus on the target market are traders, politicians, diplomats,
high-income guests... Therefore, the service is diversified, plentiful,
guaranteed high quality; luxurious facilities and equipment; Highly qualified
service staff.
• The hotel has an average service
This type of hotel is aimed at pure tourist. It mean serves basic services,
common services needed by tourists in general. This is usually medium-sized.
• The hotel has limited service
This type of hotel mainly focuses on attracting groups of guests such as
families with children, groups of young guests, holiday visitors, associations.

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These customers only need to meet basic needs
1.1.3.3. Definition of Boutique hotel.
Boutique hotel is a type of accommodation, a type of resort hotel with
small scale. Stylish and artistic designs bring a sense of closeness and
intimacy. It has unique properties and distinguishes it from other hotel brands.
Boutique hotel can also be an independent hotel can also be part of the large
hotel system.
1.1.3.3.1. Location.
Usually located in the trendiest crowded urban area. In densely
populated places, fashionable, lively and upscale residential areas.
1.1.3.3.2. Size- Or number rooms.
Small scale, not less than 10 rooms and no more than 100 rooms. The
feeling of intimacy and privacy
1.1.4. Hotel business.
Hotel business is a business based on the provision of accommodation,
catering and other complementary services for guests to meet their needs for
accommodation, accommodation and entertainment at tourist destinations.
aims to be profitable.
1.1.5. Hotel business activitives.
Hotel business includes: accommodation business and catering business.
- Accommodation business is the business activity outside the field of
material production, providing bedroom rental services and other additional
services to guests during the temporary stay at tourist destinations for the
purpose of profitable.
- Hotel catering business includes food processing activities, selling and
serving the consumption of food and beverages and providing other services
to satisfy the needs of eating and entertainment. at the hotel restaurants for

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guests with a view to making profits.
1.1.6. Quality of service in hotel
1.1.6.1. Definition.
The quality of hotel service is an assessment drawn from a comparison
between the expected quality and the quality of customer service. From the
perspective of service consumers, the quality of hotel services is the level of
customer satisfaction
The quality of service of the hotel must be well expressed at any time,
anywhere and with every customer. However, the high consistency in the
quality of hotel services does not mean immutability. Depending on the
changing market, the quality of hotel services also needs to be modified and
adjusted to suit the actual requirements.
In short, we can understand the quality of services: the appropriate level
of service of tourism suppliers that meet the requirements of the market
tourist’s target.
1.1.6.2. Criteria for evaluating service quality
There are 5 criteria to evaluate service quality, listed as follows:
 Reliability: is the ability of the service as promised reliably and

accurately.
 Responsibility: willing to help customers positively and provide
services enthusiastically. If the wrong service must recover quickly to create a
positive feeling.
 Assurance is to perform service politely and respect customers, really
care and keep their secrets.
 Empathy: demonstrates attentive care, attention to individual
customers. It includes accessibility and effort to understand customer needs.
 Tangables: the presence of working conditions, equipment, people and

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the media.
1.2. General introduction about Front Office department
1.2.1. Definition of Front Office department.
The Front Office Department is the hotel representative, providing hotel
information for guests. It is the first and last area guests see and interact. The
Front Office department is the place to receive and resolve all complaints and
complaints of customers and is the department that understands all tastes of
customers. In addition, this department also has the task of collecting
information and transferring information to other parts of the hotel.

1.2.2. Mission of the Front Office department.
• Greet guests as soon as they arrive
• Encourage guests to upgrade rooms, in order to maximize room

revenue
• Control and distribution of rooms for guests
• Provide, introduce information about services inside and outside the

hotel for guests
• Selling rooms and other hotel services
• Check-in, receive information about check out, check out early - late
• Registration of temporary residence, temporary absence for guests
• Making and maintaining records for guests
• Administering telephone service
• Receive and resolve complaints from guests
• Track, update, synthesize the cost of guests
• Making payments and billing
• Checking out guests

1.2.3. The Front Office department organization chart.
The structure of the Section of the Lobby Division depends on the size of

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the hotel business, the physical scale of the hotel, and the hotel management
policy. There is an appropriate personnel structure to ensure the best service
for the guests. The following is an outline of the FO department for some
large hotels.

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Front Office Manager
Secretary
Assistant
Front Office Manager
Assistant
Manager

Guest Relations Officer

Chief

Reception

Reservations

Telephone

Concierge

Supervisor

Manager

Supervisor

Assistant

Assistant

Chief Concierge

Reception

Airport
Supervisor

Supervisor

Airport

Assistant

Reservations
Supervisor

Telephone
Supervisor

Repersentative
Concierge

Bellman

Senior Reception

Valet

Reservations

Telephone

Clerk

Operator

Reception

Parking
Attendant

Figure 1: FO Department Organization Chart

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CHAPTER 2: CASE DESCRIPTION
2.1. An Overview of Phu Thinh Boutique Resort and Spa

2.1.1. Location

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General information:
Official name: Phu Thinh Boutique Resort and Spa
Address: 488 Cua Dai Cam Chau, Hoi An, Quang Nam

Phone/Fax: 0235 3923 923
E-mail:
Website: />2.1.2. Features
Phu Thinh Boutique Resort and Spa is centrally located with a 10 minutes
walk to the center of Hoi An Ancient Town, 55 minutes bicycle to beautiful
Cua Dai or An Bang beach, 45 minutes drive to My Son Sanctuary and 40
minutes bus or car to Da Nang international airport and train station. In the
Phu thinh Boutique Resort and Spa, each of the 91 private rooms has a pool or
street view and all are included balcony viewing tropical garden or outdoor
swimming pool. Every room is equipped with IDD telephone, WIFI,
refrigerator,cable LCD TV with international channels, air conditioning, in
room safe, tea and coffee making facilities, mini bar, room service can be
ordered. The bathroom comes with bathtub and shower or standing shower for
toiletries and hairdryer. Phu Thinh Boutique Resort and Spa has been
upgraded and changed. Cuisine in the diversity of cultural tourism
Therefore, during the upgrade, the 350-seat LiLy restaurant, Brenn Bar
and Bamboo Bar are traditional Asian, located right in the naturral lotuss pond
space has been buitl. Not only that Phu Thinh Boutique Resort and Spa also
has Jamine Spa and Yoga area, serving visitors to rest and relax.
An unforgetable experience for tourists is learning to cook traditional
dishes of ancient Hoi An people and now: Cao Lau, Mi Quang, Tam Huu,
Ram Hoi An,... at the premises of Phu Thinh Group. Besides, this is a suitable
place to explore Hoi An, especially the lifestyles of the Hoi An people.

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Visitors can be assured of excellent service from the proffessional staff who
offer dedicated, friendly and elite customers care to ensure a memorable and
rewarding vacation. The staff here always honored to serve.
2.1.3.Guest room and facilities
 Junior Suite Garden view ( 48 smq)
- The room has a luxurious bedroom, in a separate and quiet garden,
creating a comfortable feeling like a guest at home, the room is designed in a
modern, friendly, comfortable and romantic style.
- Junior Suite has an open view on the spacious green garden, where visitors
could relax, read a book or write letters to beloved ones, and Junior Suite is
the most peaceful place for the couple to exchange their first memories and
starting their couple life.
- Bed type: Double or single bed
- Children and extra beds: 01
- Direction: Garden
- All rooms are fully equipped with all facilities: air conditioning, wifi,
hair dryer, fridge, kettle, LCD TV, slippers, safety deposit box, free spring
water, tea. and coffee.

Student: Nguyen Nhat Kim Ngan

Code:2220316244