INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF THE RECEPTION DEPARTMENT AT SAIGONTOURANE HOTEL

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
TRAN THI KHANH LINH – GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES- DANANG 2021

FACULTY OF ENGLISH

GRADUATION THESIS
TRAN THI KHANH LINH

INVESTIGATION INTO THE REAL SITUATION AND
SOME SOLUTIONS TO IMPROVING THE SERVICE
QUALITY OF THE RECEPTION DEPARTMENT AT
SAIGONTOURANE HOTEL

GRADUATION THESIS IN SOCIAL SCIENCES AND
HUMANITIES

DA NANG – May 2021


MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS
TRAN THI KHANH LINH

INVESTIGATION INTO THE REAL SITUATION AND
SOME SOLUTIONS TO IMPROVING THE SERVICE
QUALITY OF THE RECEPTION DEPARTMENT AT
SAIGONTOURANE HOTEL

Major

: English for Tourism

Code

:

702

SUPERVISOR: DUONG HUU PHUOC, M.A

DA NANG – May 2021


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AKNOWLEGMENT
This graduation paper hasn’t been completed without the invaluable
help, advice, and encouragement of my beloved teachers, friends, and family.
First of all, I would love to express my deepest gratitude to my helpful
supervisor, M.A Duong Huu Phuoc, for his insight, guidance and helpful
suggestions during the preparation of this thesis. He helped me to improve
my abilities and skills which support me in the real world.
Secondly, I am indebted to my teachers of Foreign Languages
Department for their endless enthusiasm, valuable teaching and tremendous

assistance that have enlightened my report.
Thirdly, I should also express many thanks to my dear friends who have
shared with me a lot during my studies and my research work as well.
Finally, I wish to thank my family, especially my parents, for their love,
understanding, and supporting while I was writing this paper. Thank you so
much!
Da Nang, November 2020
Student implementation

Tran Thi Khanh Linh

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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 has 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.
Da nang, November 2020

Tran Thi Khanh Linh

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LIST OF TABLES & FIGURES
TABLES
Table 1: Room catalogue and room rates at the hotel.....................................13
Table 2: Reception department facilities.........................................................22
Table 3: Saigontourane Hotel bussiness (2018-2020).....................................27
Table 4: Revenue of Saigontourane Hotel over 3 Years (2018-2020).............29
Table 5: The number of Guest at Saigontourane Hotel in the period of 2018 2020.................................................................................................................30
Table 6: Saigontourane Hotel Reception Staff................................................31
Table 7: Saigontourane Front Desk Facilities.................................................33
Table 8: Customers information investigated at Saigontourane Hotel............34
Table 9: Evaluation of the Facilities in the Reception Area............................35
Table 10: Guests’ Evaluation of Receptionist’s Foreign Languages...............36
Table 11: Guests’ Evaluation of Receptionist’s Serving Attitude....................37
Table 12: Guests’ Evaluation of Receptionist’s Uniform................................38

FIGURES
Figure 1: Organization Diagram at Saigontourane Hotel................................14
Figure 2: Organization chart of reception department....................................20
Figure 3: Chart of guests stay at Saigontourane hotel (2018-2020)...............30

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LIST OF ABBREVIATIONS
MICE: Meeting, Incentives, Convention, Exhibitions/event
M: Million Vietnam dong
B: Billion Vietnam dong
FO: Front Office
DTU: Duy Tan University
HR: Human Resource

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TABLE OF CONTENTS
AKNOWLEGMENT..............................................................................................................i
STATEMENT OF AUTHORSHIP........................................................................................ii
LIST OF ABBREVIATIONS................................................................................................iv
CHAPTER 1 INTRODUCTION...........................................................................................1
2.1 Hotel Business..............................................................................................................4
2.1.1 Concept of hotel.....................................................................................................4
2.1.2. Classification of hotel............................................................................................5
2.1.2.1 The size of the hotel...........................................................................................5
2.1.2.2. The star system.................................................................................................5
2.2 Concept of hotel business............................................................................................6
2.2.1. Product of hotel business.....................................................................................6
2.2.1.2. Catering business..............................................................................................7
2.2.1.3. Additional services business.............................................................................7
2.3. The Reception Department In Hotel Business............................................................7
2.3.1. Concept of reception.............................................................................................7
CHAPTER 3......................................................................................................................12
CASE DESCRIPTION......................................................................................................12
3.1. Saigontourane Hotel..................................................................................................12
CHAPTER 4......................................................................................................................29
ANALYSIS AND EVALUATION........................................................................................29
4.1. Analysis of Revanue and Number of Tourist at Saigontourane hotel.......................29
4.1.1. Revenue..............................................................................................................29
4.1.2. Number of Tourist to Saigontourane Hotel.........................................................30
4.2. Analysis of Reception Service Quality at Saigontourane Hotel................................31

4.2.1. Reception staffs at Saigontourane hotel............................................................31
4.2.2. Weaknesses of staffs services...........................................................................32
4.2.3. Facilities at Saigontourane hotel front desk.......................................................33
4.2.3.1. Strenghts:.........................................................................................................33
4.2.3.2. Weaknesses:...................................................................................................33
4.3. Evaluation..................................................................................................................34
4.3.2.2. Guests’ Evaluation of Receptionist’s serving attitude.....................................36
4.3.2.3. Guests’ Evaluation of Receptionist’s Uniform.................................................37
CHAPTER 5......................................................................................................................40
DIFFICULTIES AND SOLUTIONS...................................................................................40

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5.1. Difficulties..................................................................................................................40
5.2. Solutions for reception department at Saigontourane Hotel....................................41
5.2.1. The receptionist needs to grasp some of the requests when dealing with your
complaints guest:..........................................................................................................41
5.2.2. Improve receptionist mental life..........................................................................42
CHAPTER 6......................................................................................................................43
CONCLUSIONS AND SUGGESTIONS...........................................................................43
6.2. Suggestions...............................................................................................................44

6.2.1. Upgrading technical facilities..................................................................................44
6.2.2. Improving performance of reception staffs............................................................45
6.2.2.1. Improving foreign language skills....................................................................45
6.2.2.2. Cultivate qualities and morals, especially how to deal with customer............46

QUESTIONNAIRE.........................................................................................48
SUPERVISOR’S COMMENTS.........................................................................................52

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CHAPTER 1 INTRODUCTION
1.1.Rationale
Nowadays, tourism is considered to be an important non-pollution
industry in many countries around the world, including Vietnam. Travel
becomes popular due to human needs and their spiritual life are become more
and more rich. Along with that developed the integration of the world
economy in general and Vietnam's economy in particular has attracted many
commercial visitors to Vietnam. Those are the factors that make a strong
influent to the development of the tourism industry at present, requires all
countries and businesses to providing a high quality of service to satisfy the
increasing need of customers demand. The hotel business is a special tourism

industry always plays an important position in the national economy cannot
avoid that trend.
Da Nang is one of the coastal cities with favorable geographical location
suitable to build and develop a unique tourism capable of edge picturesque
with famous tourist centers in the area. To be able to create changes for travel
businesses and serve the needs of a wide range of customers, the system of
restaurants and hotels developed rapidly in terms of both service quality and
infrastructure. The system of hotels and restaurants is diversified meet the
needs of all classes of guests with different spending levels. However, in
reality, not all hotels meet the needs of the hotel well customers to bring them
satisfaction. Process of serving guests in one hotel is a fairly complicated and
difficult business but it is very important because it affects the product quality
of the hotel. Therefore, the welcome guest of reception department are also
considered an important factor to attract and convince customers. They are the
bridge between the hotel and customers.

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So, improving the service quality of the reception department is very
necessary. Moreover, the hotel business is increasingly competitive listed,
requires businesses to have solutions to improve service quality to turn it into

a competitive advantage.
Recognize the importance of welcoming, as well as upgrading service
quality of the front desk department, along with the dedicated guidance of
teachers as a guide, I decided to choose the topic: “An Investigation into the
Real Situation and Some Solutions to Improving the Service Quality of the
Reception Department at Saigontourane Hotel”.
1.2.Aims and Objectives
1.2.1. Aims
My study are understanding functions, duties and the importance of the
reception department at Saigontourane hotel – Da Nang, and from that to
propose some solutions in order to improve the service quality of the
receptionist department in the guest business hotel.
1.2.2.Objectives
This study is intended to:
•Find out some strengths, weaknesses, threats and solutions to the
development of The Reception Department at Saigontourane Hotel.
•Suggest some strategies to overcoming those problems.
1.3.Scope of the Study
This study draws an analysis and evaluation of

the Reception

Department. The study also offers some solutions to attracting tourists coming
to the hotel.
1.4.Method of the study
In this case study, I used the below methods :

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- Direct observation of the reception department activities has been
carried out.
- Method of Collection: data of reception department were collected
from some websites of hotel and on the internet.
- Method of Description: detailed description of the Reception activities
and channels of communication are presented by this method.
- Method of Analysis: from data collected, I analyzed the real situation of
the Reception Department at Saigontourane Hotel.
1.5.

Organization of the Study
This study is presented in three chapters:
Part A is the overview and activities of Saigontourane hotel - Da

Nang.
Part B is the reception department and service process status of the
ceremony department reception at Saigontourne Hotel – Da Nang.
Part C is the solutions to improve service quality of the ceremony
department reception at Saigontourane Hotel – Da Nang.

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CHAPTER 2 THEORETICAL BACKGROUND
2.1 Hotel Business
2.1.1 Concept of hotel
There are many different various definitions of the word "hotel":
- The hotel is a temporary accommodation with many services for
tourists who need to relax, eat, hold or attend a conference....
- The hotel is an establishment that provides paid lodging on a short-term
basis. Facilities provided inside a hotel room may range from a modestquality mattress in a small room to large suites with bigger, higher-quality
beds, a dresser, a refrigerator and other kitchen facilities, upholstered chairs, a
flat screen television, and en-suite bathrooms
- According

to

business’s

dictionary

“Hotel

is

a

commercial

establishment which provides accommodation, meals, and other services for
travelers and tourists. It is an establishment that must have a minimum of six
letting bedrooms, at least three of which must have attached private bathroom
facilities. Although hotels are classified into 'Star' categories (1-Star to 5Star), there is no standard method of assigning these ratings, and compliance
with voluntary customary requirements.”
- In general, hotel can be understood clearly with meaning: A hotel is a
place that trades in residence and other services. Its purpose is to meet the
demands of customers who want to stay overnight or take a vacation (it can
last for a short time or a long time and depends on guest’s needs). This place
can provide catering service, entertainment, recreation or other necessary
services.

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2.1.2. Classification of hotel
2.1.2.1 The size of the hotel

-Hotels can be categorized according to 4 ways :
Classification according to it sizes:
+ Under 25 rooms
+ 26 to 100 rooms
+ More than 100 rooms
-Classification according to it target markets:
+ Business Hotels
+ Airport Hotels
+ Suite Hotels
+ Extended Stay Hotels
+ Resort Hotels
+ Homestay
-Classification by levels of services:
+ World class service
+ Mid-Range Service
+ Budget/ Limited Service
-Classification by ownership and affiliations:
+ Independent Hotels
+ Single Owner Hotels
+ Chain Hotels
2.1.2.2. The star system
Many countries allow various classification systems for hotels in
accordance to chain name and type of hotel, however, there is no international
classification which has been adopted. A five-star rating system is often used
by independent organizations like AAA to rate a hotel. One star is the lowest
rating, and five stars is the highest score. Although knowing the best and
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worst scores is helpful, knowing the meaning of hotel star ratings is much
more beneficial.
Here is a general interpretation of the hotel star ratings system:
+ One-Star: A one-star rating often means a property has no frills and
only offers basic accommodations. A one-star rating doesn’t necessarily
mean a hotel is dirty, unkept or in a bad location. It simply means you’ll have
a place to sleep, and that’s pretty much it.
+ Two-Star: Like one-star hotels, two-star properties are typically more
affordable than hotels that have a higher rating — they are also usually quite
comfortable.
+ Three-Star: Three-star hotels ordinarily have some unique amenities
and provide quality service.
+ Four-Star: Four-star hotels are often noted for their upscale quality
and extraordinary comfort.
+ Five-Star: A five-star property provides flawless guest services in a
state-of-the-art facility. As a five-star property, such as premium dining
options and personalized services to its guests. With no detail being
overlooked, these hotels commonly even provides high-end, luxury toiletries
for guests.
2.2 Concept of hotel business
A Business Hotel is an establishment where the main client segment
stems reason for travel is business. Due to several reasons this segment
establishes itself as highly profitable to hotels.

2.2.1. Product of hotel business
Consumer products are diversified depending on customer needs,
however there are 3 main types identified as Hospitality business, catering
business and additional services business.
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2.2.1.1. Hospitality business
Accommodation business in hotel business is the most basic activity
supplying room for guests to make profit while they temporarily stay at places
of interest.
2.2.1.2. Catering business
Catering business includes processing, selling food and offering other
services to satisfy guests’ needs of food at restaurant or hotel to gain profit.
2.2.1.3. Additional services business
Additional services business provides services differing from the two
above services to satisfy minor needs of customer and improve hotel
products. According to different needs of guests, there are two kinds of
facilities:
For normal needs: laundry, telephone
For special needs associating with purpose of the trip: souvenir,
conference, spa, casino, etc.

2.3. The Reception Department In Hotel Business
2.3.1. Concept of reception
A hotel receptionist is a person who works in the lobby of the hotel. It is
the first place that can makes guest develop an impression about the level of
service, standard, facilities and hospitality of the hotel. TRD occupies an
important position in the hospitality business because a receptionist is
someone who performs various administrative tasks, including answering
telephones and giving information to the public and customers. So reception
department plays an important role in the hotel. TRD is the face of the hotel
as well as the "nerve for hotel operation". Reception department is a common
link between the customers and the business.
2.3.2. Functions of Reception Department
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The Reception Department is the most visible department in a hotel. The
focal point of activity within the front office is the reception desk. The
reception desk is usually the place in which guest make the first impression of
the hotel. It is also the communication center of the hotel. Since it is the first
and last point of guest contact with the hotel the hotel spends a lump sum
amount of money to make it look more luxurious and beautiful. We can see in
most of the hotel's front office or the entrance point of the hotel is decorated

and made luxurious in every way. It is also the communication centre for the
hotel operation. Front office department plays an important role in image
building of a hotel.
A receptionist’s daily tasks will involve:
-Selling rooms
-Meeting and greeting guests
-Making reservations and setting rooms for guests
-Answering and forwarding phone calls
-Arranging room logically
-Making a procedure of check in, check out
-Offering service such as faxes, mail, messages, transportation, currency

exchange, etc.
-Taking care of guests, listening and talking with guests
-Handling request/queries/complaint
-Maintaining balanced guest accounts
Receptionists occupy a pivotal and trusted role in any company . To be
successful in this role, you will need excellent written and verbal
communication skills, as well as competency in Microsoft Office applications
such as Word and Excel. Prior experience as a receptionist is also helpful.
2.3.3. The needs for Reception

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Working in the Hotel Reception is a dream for many people because of
the dynamic environment, work, communication with many people from
different places. However, to do well in this department, you need the
following:
•Appearance requirements:
oReceptionists must be good-looking, well-proportioned, not deformed,
not infected, charming and good communication style.
•Qualification and knowledge requirements:
oA receptionists needs to have diplomas and certificates in the
hospitality industry; able to communicate with customers and able to sell the
hotel's products and services. Besides, a receptionist also needs to understand
the regulations, legal documents of the tourism industry and management
agencies related to guests and hotels.
•Foreign language and computer requirements:
oReceptionists must be fluent in General English and English in the
hotel industry; and some foreign languages such as French, Chinese,
Japanese, Korean ... In addition, receptionists need to know how to use the
office computer and the receptionist's computer as well as some computer
skills: answering emails, using the phone system, creating and manage
schedules, and possibly learning industry specific software.
•Professional ethics requirements:
oReceptionists must be honest, diligent. This is the most important
personality for a receptionist. Reception staff must be open-hearted,
hospitable, polite, respectful and willing to help guests in any situation.
2.3.4. Factors affecting Reception activities

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Though each organization has different reception activities, all of
Reception groups are impacted by a number of issues divided into internal
factors and external factors.
Some of the key intrinsic factors, originated from organization, are:
salary, business activity, product’s quality, Reception policy, material &
technical facilities and human resources.
Technical facilities of the hall area:
+ Tourists are served as guests of the hotel. Tourists, when consuming
products of the hotel, always want to enjoy the quality of service in proportion
to the value they spend. Hotel business as well as other business, it is difficult
to evaluate the quality of products.
+ The quality of products is dominated by tourism products. On the other
hand it totally depends on the psychology of the tourists. However, the first
impression for guests is still the equipment, technical facilities. Therefore, the
technical facilities will be the image for the hotel, bring and launch customers,
the choice of guests. Especially when visitors have never used that product,
factors to choose can only be based on the technical facilities of the hotel.
+ Facilities are closely related to the quality of service of the hotel,
especially the reception area. The lobby area is also called the reception area,
which is the first place when guests come to the hotel. The lobby is displayed

as the front of the hotel, so it impresses visitors. The lobby reflects the level
of the site, ancient and aristocratic, aesthetics, business intentions of investors.
+ Facilities lobby area must meet the following requirements:
- Level of comfort
- Aesthetics
- Level of safety
- Level of hygiene
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Qualification of staff:
+ As travel business creates goods and services to meet the different
needs of visitors, so labor in tourism is divided into different areas with high
professionalism.
Attitude and working style of employees:
+ Visitors to the hotel often travel for leisure, entertainment, relieve
stress after tired working days. In addition to the material elements that the
hotel services bring, the spiritual factor is very important in creating
happiness and happiness in the travel.
+ Reception staff are the first people to contact guests and the last person
to see guests from the hotel. Therefore, the attitude of welcoming,
professional service, fast, dedicated caring will create unmatched spiritual

values and that is the difference in attitude and style. service, make a deep
impression of tourists to the hotel.
Above elements are aspects directly affecting products of reception.
Extrinsic issues involves social, economic, technological, competitive, and
regulatory. Though the influence of these factors is uncontrollable, in part, it
decides the efficiency Reception products, and the impact of technology in
particular is higher than others.

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CHAPTER 3
CASE DESCRIPTION
3.1. Saigontourane Hotel

Address
Tel
Email
Fax
Website
Rating

: 05 Dong Da, Thach Thang, Hai Chau District,
Da Nang City
: 0236.3 821 021
:
: 0236.3 895 285
: www.saigontourane.com.vn
: 3 stars

3.1.1. History and development of Saigontourane Hotel
Saigontourane hotel is located right in the city center, overlooking the
romantic Han river, Tien sa Port, near the majestic Hai van Pass.The hotel is a
reliable place of discerning travellers for travel, business and trade... in
DaNang city Saigontourane hotel provides an easy access to administrative
centre, shopping centre and such the tourist attractions in the Central: train
station, Da Nang International Airport, Marble Mountain, Son Tra Island,
Bana Hills , Hoi An ancient Town, My Son Holy Land… The 3-star
international hotel with 82 well furnished guest rooms, 2 restaurants and 3

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equipped meeting rooms . The amenities and services offered at this Da nang

accommodation include 24hr room service, shops, laundry service, airport
transfer, tour desk, cars for rent….
3.1.2. Accomodation
Saigontourane hotel has 5 classified rooms, more than 80 well furnished
room with modern designed.
 Room types at the hotel
Room type
Quanlity Room Rate
Square Meters
Junior / 2 persons
52
900,000 VND
25 m2
Deluxe/ 2-3 persons
10
950,000 VND
40 m2
Super Deluxe/ 2-4 persons
15
1,000,000 VND 40 m2
Royal Deluxe/ 2-4 persons
03
1,200,000 VND 45 m2
Premium Suite / 4 persons
02
1,800,000 VND 70 m2
Table 1: Room catalogue and room rates at the hotel
3.1.3. Functions and Responsibilities of Saigontourane Hotel
3.1.3.1. Functions
All accommodation establishments have the same roles in tourism

industry and so does Saigontourane Hotel. Main function of this hotel is
supplying 3-star hotel quality services such as accommodation, catering and
additional services including spa, restaurant & coffee and so on. All rooms are
designed in a modern and luxurious style. The rooms with modern equipment
make customers feel comfortable when staying at the hotel. With spacious
room space from 28m2 to 68m2, airy, beautiful view and parking area is
about 500m2. Saigontourane Hotel is proud to be the ideal, romantic and
dynamic destination for visitors.
Being aware of its role, Saigontourane Hotel constantly strives to
become a hotel of choice by actively offering suitable business projects and
strategies to each typical guest for each time of period.
3.1.3.2. Responsibilities
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Saigontourne Hotel provides the best services for tourists staying at the
hotel such as staying, food, entertainment in order to bring the comfortable
feeling and satisfied to them. Beside, Saigontourane Hotel also trains staff to
increase labor productivity and the quality of service, improves the
employee’s standard of life, comprehensive job for the staff, performs as right
labor law.
For the local authorities, the hotel has to carry out all payment budget

of nation, ensure the social security, and protect the environment. The hotel
makes sure to complete business plans, control closely the finance, human
resource of hotel in order to advance economic effectiveness in business
activities as well as contribute to the development of local economy.
3.1.3.3. Organization structure of management at Saigontourane hotel
General Manager

Department of
Management

HR
Manager

Accounting
Manager

Receptionist

Department of
Operating

Front Office
Manager

Sale &
Marketing

Housekeeping
Manager

Bell men

Figure 1: Organization Diagram at Saigontourane Hotel
General Manager
-General Manager task is outlining business standards, development

direction of the hotel, system planning, strictly organizing the business
management activities of the hotel, get service center and international quality
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as economic quality standard business. The manager to issue the rules and
regulations of the hotel to build for the global worker has the same quality, lift
high business performance of the hotel, application in charge, check
promotions, rewards and punishments for other managers.
HR Manager
-The functions of Human Resource manager are the management of

human resources and training staffs of the hotel. This department is
responsible for coordinating with other departments in the hotel, creating
conditions for officials and employees to fully promote the effects of human
resources, training and retraining to constantly improve the qualities of

employees services.
Accounting Manager
-Responsible for all aspects of financial management and accounting,

managing hotel supplies, performing hotel transfers, providing for provide
managers

with

accurate

financial

information,

enhance

accounting

management planning, doing a good job of controlling expenditure, saving
costs, reducing costs, increasing revenue of the hotel.
Front Office Manager
-Responsible for management and administration in order to do a job of

welcoming, maintaining and expanding association relationships and at the
same time attracting guest. This is the department that occupies an important
position in the hotel, responsible for picking up receive, send off, provide
information at the request of guests (information about guests, hotels,
exchange rates, attractions, etc.). The front office department is the logistics
center operation of the entire hotel, is the contact button between the guest

and the hotel from the booking stage room before the guest arrives at the hotel
until the guest leaves the hotel. Receptionist daily grasp information about the
STUDENT: TRAN THI KHANH LINH – K23NAD5

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SUPERVISOR: DUONG HUU PHUOC, M.A

source of customers, the needs of customers, providing reference base for
hotel management to define and adjust the plan and the hotel business
strategy. In addition, the front office is also considered a important role
between guests and other departments.
Sale & Marketing Manager
-Sale & marketing manager plays a leading role in the business of the

hotel, their mission is to enhance the reputation of the hotel, to build and
develop good image of the hotel to guests, building two-way communication
for guests.
Housekeeping Manager
-Housekeeping manager task are management other housekeeeping staffs

of cleaning and maintaining the entire living room system of hotel, providing
laundry service for guests, washing napkins, linens tables for restaurants,
cleaning public areas and offices of staff, design, cut and sew, change
uniforms of public officials staff throughout the hotel.

3.2.

Reception Department at Saigontourane Hotel

3.2.1. Introduction of Reception Department at Saigontourane Hotel
-The receptionist at Saigontourane Hotel has been trained through

universities, colleges and vocational training in tourism and hotels. Has a
knowledge base of several supporting services such as accounting, billing,
system statistics, marketing and key documents room. One of the basic skills
that all the receptionists are in Saigontourane hotel needs is to be grasped as
effective communication. Receptionist must have communication skills. This
skill applies to both co-workers and customer. In addition, the receptionist
must pay attention to sales skills very carefully, this function is formed after
working in the department for a while.
-In addition, employees should have certain knowledge of:
STUDENT: TRAN THI KHANH LINH – K23NAD5

CODE: 23203210637


GRADUATION PAPER

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SUPERVISOR: DUONG HUU PHUOC, M.A

-The rules, legal documents of the tourism industry and agencies

management related to guests and hotel business.

-The rules and regulations on management of hotel guests, rules for the

workforce in the hotel, especially in the front desk department.
-Objectives, business directions as well as room types, price and ability

to provide all kinds of services to serve both inside and outside hotel.
-Understand some rules of diplomacy, process, psychology of some

countries ...
-Have knowledge about cultural historical relics, landscapes and a

system of famous tourist attractions of the locality, region and country to
introduce and advise visitors.
-Saigontourane Hotels are a profitable business by providing services

accommodation, meals and other services required by the customer.
-The receptionist here is seen as the "face" of the hotel, helping to play

an important role hotel create first impression with customer. The receptionist
are the people who work at the hall of the hotel. The duties are answer clients
phone, receive and classify information, deal with customer requests,
welcome and do business procedures for receiving / paying for customers as
required, ... The receptionist is the first one to contact and work with the
client, making sure a nice initial impression for the hotel, decisive success in
introduce and promote hotel brand, attract potential customers function and
keep loyal customers. Reception department is located right in the monetary
area of Saigontourane hotel, including front desk services such as welcoming
guests, receiving reservations, working Check-in procedures for guests and
clients during their stay, payment and drop off...
3.2.2. Functions

Reception function:
STUDENT: TRAN THI KHANH LINH – K23NAD5

CODE: 23203210637