An Investigation into the Real Situation and Some Solutions for Improving the Quality of Service at the Reception Department of Elephants Hotel Buon Ma Thuot

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER
LE THI HAI

An Investigation into the Real Situation
and Some Solutions for Improving the
Quality of Service at the Reception
Department of Elephants Hotel Buon Ma
Thuot
GRADUATION PAPER IN SOCIAL SCIENCES AND HUMANITIES


DA NANG – March 2022


MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER
LE THI HAI

An Investigation into the Real Situation and
Some Solutions for Improving the Quality
of Service at the Reception Department of
Elephants Hotel Buon Ma Thuot
Major

: English for Tourism

Code

: 702

SUPERVISOR: DO THI KIM CUC, M.A

DA NANG – March 2022


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Do Thi Kim Cuc, M.A

ACKNOWLEDGEMENT
This graduation paper has not 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.s Do Thi Kim Cuc for her insight, guidance, and helpful suggestions
during the preparation of this paper. She helped me to improve my abilities and
skills which support me in the real world.
Secondly, I am indebted to my teachers in the English Department for their
endless enthusiasm, valuable teaching, and tremendous assistance that have
enlightened my graduation paper.
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 am very grateful to my reception manager as well as my coworkers

who always got ready to provide me with useful material and information. I am very
grateful to my manager as well as my coworkers who always got ready to provide
me with useful material and information. I wish to thank my family, especially my
parents, for their love, understanding, and support while I was writing this paper.
Thank you so much!
Sincerely,
Hai
Le Thi Hai

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STATEMENT OF AUTHORSHIP
Except where reference is made in the text of the paper, this paper contains
no material published elsewhere or extracted in the whole or in part from a paper by
which has qualified for or been awarded another degree or diploma.
No other person’s work has been used without due acknowledgment in the
paper.
This paper has not been submitted for the award of any degree or diploma in
any other tertiary institution.
Danang, March 2022
Hai

Le Thi Hai

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LIST OF TABLES AND FIGURES
Figure 1: The Service Process of the Reception Department.............................10
Figure 2: Organization Diagram at Elephants Hotel..........................................14
Figure 3: Reception Department Organization Diagram at Elephants Hotel...18
Figure 4: Receptionist Serving Procedures at Elephants Hotel.........................25
Table 1: Room Catalog and Room Rates at the hotel.........................................13
Table 2: Reception Department Facilities............................................................20
Table 3: Elephants Hotel Revenue Status ( 2020 – 2021)....................................26
Table 4: Number of Tourists at Elephants Hotel (2020-2021)............................27
Table 5: Reception Staff at Elephants Hotel.........Error! Bookmark not defined.
Table 6: Guests’ Information at Elephants Hotel................................................30
Table 7: Customer Evaluation of the Reception Department's Facilities and
Equipment at Elephants Hotel.............................................................................31
Table 8: Guests’ Evaluation of Receptionist’s Communication Skills...............32
Table 9: Guests’ Evaluation of Receptionist’s Serving Attitude.........................33
Table 10: Guests’ Evaluation of Receptionist’s Uniform....................................34

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TABLE OF CONTENTS
ACKNOWLEDGEMENT..........................................................................................i
STATEMENT OF AUTHORSHIP............................................................................ii
LIST OF TABLES AND FIGURES.........................................................................iii
TABLE OF CONTENTS..........................................................................................iv
CHAPTER 1.............................................................................................................. 1
INTRODUCTION.....................................................................................................1
1.1. Rationale:........................................................................................................1
1.2. Aims and Objectives:......................................................................................1
1.2.1. Aims:........................................................................................................2
1.2.2. Objectives:................................................................................................2
1.3. The Scope of the Study:..............................................................................2
1.4. Methods of the Study:.................................................................................2
1.5. Organization of the Study:...........................................................................2
CHAPTER 2.............................................................................................................. 4
THEORETICAL BACKGROUND...........................................................................4
2.1. Hotel Business:...............................................................................................4
2.1.1. Concept of the Hotel:...............................................................................4
2.1.2. Classification of the Hotel:.......................................................................4

2.1.2.1 Size of the Hotel:................................................................................4
2.1.2.2. The Star System:................................................................................5
2.2. Concept of the Hotel Business:.......................................................................6
2.2.1. Product of Hotel Business:.......................................................................6
2.2.1.1. Accommodation Business:.................................................................6
2.2.1.2. Catering Business:.............................................................................6
2.2.1.3. Additional Services Business:............................................................6
2.3. The Reception Department in Hotel Business:................................................6
2.3.1. Concept of Reception:..............................................................................6
2.3.2. Functions of Reception Department:........................................................7
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2.3.3. The Needs for Reception:.........................................................................7
2.3.4. Factors Affecting Reception Activities:....................................................8
2.3.5. Service Process of Reception Department:.............................................10
CHAPTER 3. CASE DESCRIPTION.....................................................................12
3.1. Elephants Hotel:............................................................................................12
3.1.1. History and Development of Elephants Hotel:.......................................12
3.1.2. Accommodation:....................................................................................13
3.1.3. Functions and Responsibilities of Elephants Hotel:...............................13
3.1.3.1. Functions:........................................................................................13

3.1.3.2. Responsibilities:...............................................................................14
3.1.3.3. Organization Structure of Management at Elephants Hotel:............14
3.2. Reception Department at Elephants Hotel:...................................................17
3.2.1. Introduction of Reception Department at Elephants Hotel:....................17
3.2.2. Responsibilities of Reception Department at Elephants Hotel:..................17
3.2.3. Activities of the Reception Department at Elephants Hotel:..................17
3.2.4. Facilities of the Reception Department:.................................................20
3.3. Room Classification of Elephants Hotel:......................................................21
3.4. The Guest Service Procedures of the Receptionist at Elephants Hotel:.........25
CHAPTER 4............................................................................................................26
ANALYSIS AND EVALUATION...........................................................................26
4.1. Analysis of Revenue and Guests number of Elephants Hotel:......................26
4.1.1. Revenue:.................................................................................................26
4.1.2. Number of Tourist to Elephants Hotel:...................................................27
4.2. Analysis of Reception Service Quality at Elephants Hotel:..........................28
4.2.1. Reception Staff at Elephants Hotel:........................................................28
4.2.2. Disadvantages of Staff at Elephants Hotel:............................................29
4.3. Evaluation:....................................................................................................29
4.3.1. Customer Evaluation of Reception Department's Facilities and
Equipment at Elephants Hotel:.........................................................................31
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4.3.2. Customer Evaluation of Reception Staff at Elephants Hotel:.................32
4.3.2.1. Guests’ Evaluation of Receptionist’s Foreign Language
Communication Skill:...................................................................................32
4.3.2.2. Guests’ Evaluation of Receptionist’s Serving Attitude:....................33
4.3.2.3. Guests’ Evaluation of Receptionist’s Uniform:................................34
4.3.3. General Evaluation about the Service Quality of the Reception
Department at Elephants Hotel:........................................................................34
4.4. Strengths:......................................................................................................35
4.5. Weaknesses:..................................................................................................35
4.6. Tourist Feedback:..........................................................................................35
CHAPTER 5............................................................................................................ 37
DIFFICULTIES AND SOLUTIONS.......................................................................37
5.1. Difficulties:...................................................................................................37
5.2. Solutions:......................................................................................................38
5.2.1. Solution for Reception Department:.......................................................38
5.2.2. Solutions for other Departments:............................................................38
CHAPTER 6............................................................................................................ 40
CONCLUSIONS AND SUGGESTIONS................................................................40
6.1. Conclusions:.................................................................................................40
6.2. Suggestions:..................................................................................................40
6.2.1. Suggestions for the Faculty of English Language of Duy Tan University :
......................................................................................................................... 40
6.2.2. Suggestions for Reception Department at Elephants Hotel:...................41
6.2.2.1. Improve Foreign Language skill:.....................................................41
REFERENCES........................................................................................................43
APPENDIX.............................................................................................................44
SUPERVISOR’S COMMENTS..............................................................................47

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CHAPTER 1
INTRODUCTION
1.1. Rationale:
Nowadays, the need for accommodation is not only for traveling purposes
but also for business. Unlike other big cities in Vietnam, hotel service is mainly for
traveling. Buon Ma Thuot city is a small city and does not have many beautiful
landscapes, attraction spots, or amusement places, so the primary income for hotels
business here comes from business guests and local clients.
Recognizing the importance of serving business customers, Elephants Hotel
has been improving the service and enhancing equipment support for the work of
business. However, the number of clients who choose Elephants Hotel for their trip
is not as much as other hotels in the area. During the time I interned there, I found
the main reasons are from the Marketing Department and the service of the
Reception Department. The reception Department is the most important department
of a hotel property. The receptionists are the representative of the hotel, they are
responsible for receiving guests and serving guests, the receptionists are like the
face of the hotel. They are having the most contact with customers staying in the
hotel, they have the opportunity to learn and understand the preferences, habits,
needs of guests. Furthermore, receptionists are also a bridge between clients and
other departments of the hotel.

Throughout the time I worked there as a receptionist and learned 4 years at Duy
Tan University, I realized that I still lack many skills in the customer service
process, and I have some solutions to improve it and many more weaknesses remain
at the hotel reception department. From the importance of receptionists above and
the effect it can cause on the hotel revenue, I decide to choose the topic: “An
Investigation into the Real Situation and Some Solutions for Improving the
Quality of Service at Reception Department at Elephants Hotel Buon Ma Thuot”.
1.2. Aims and Objectives:
1.2.1. Aims:
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My work is to understand functions, duties, and the importance of the
reception department at Elephants Hotel Buon Ma Thuot, and from that to
recommend some solutions to improve the service quality of the receptionist
department.
1.2.2. Objectives:
This study is intended to:
- Provide information about activities of the Reception Department during the
time working at Elephants Hotel.
- Find out some strengths, weaknesses, and threats to the development of the
Reception Department at Elephants Hotel.

- Suggest some solutions to overcoming those problems.
1.3. The Scope of the Study:
- This study focuses on the real situation of Elephants Hotel.
- This study uses the data and information from 2020-2021.
- This study makes an analysis and evaluation of the Reception Department to
offer some solutions to attract guests coming to the hotel.
1.4. Methods of the Study:
I am using many diferent methods to complete this graduation paper:
 Firstly, I am collecting information from the internet, documents at the
hotel, the hotel’s social media.
 Secondly, I make an investigation based on the data from 150 guests
through the questionnaire that I send to customers’ email and directly at the hotel.
 Finally, I make an evaluation based on the survey to get information about
passengers’ experience at the hotel. From that, I can find out the weaknesses and
strengths of the Reception Department to reveal some effective solutions.
1.5. Organization of the Study:
My study is to be divided into 6 chapters:
 Chapter 1 is the introduction including rationale, aims, objectives, scope,
methods, and organization of the study.
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 Chapter 2 is about the theoretical background of the hotel business, the
concept of the hotel business, and the reception department in the hotel business.
 Chapter 3 is a case description, including an overview of Elephants Hotel,
the reception department at it, and the status of the hotel business in recent years.
 Chapter 4 is the analysis and evaluation of Elephants Hotel in the real
situation.
 Chapter 5 is the difficulties that remain at the hotel and some solutions to
solve it.
 Chapter 6 is the final chapter conclusion all the paper and reveals some
suggestions to improve all the weaknesses.

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CHAPTER 2
THEORETICAL BACKGROUND
2.1. Hotel Business:
2.1.1. Concept of the Hotel:
The word "hotel" can be understood in many different ways:
 A hotel is a kind of business, having legal business registration for making
a profit.
 A hotel is an accommodation business, equipped with fully convenient

facilities, reach the requirements of working, eating and many other services during
the time guests stay at the hotel.
 A hotel is a structure with many rooms, many kinds of rooms, multiple
floors, and is equipped with specialized equipment and furniture for
accommodation along with many other additional services.
 In summary, the hotel can be understood clearly with meaning: “A hotel is
a place that trades in residence and other services. The hotel’s purpose is to meet the
requirement of clients who want to stay overnight or take a vacation (it can last for a
short time or a long time depending on the guest’s needs). This place can provide
catering services, entertainment, recreation, or other necessary services.
2.1.2. Classification of the Hotel:
2.1.2.1 Size of the Hotel:
Hotels can be categorized according to 3 ways:
Classification due to its sizes:
 Small hotel: Under 25 rooms.
 Average hotel: 25 – 100 rooms.
 Large hotels: More than 100 rooms.
Classification based on the target clients:
 Commercial hotel.
 Business hotel.

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 Resort hotel.
 Condotel.
 Airport hotel.
 Casino hotel.
 Hostel.
Classification by ownership:
 Independent Hotels
 Chain Hotels
2.1.2.2. The Star System:
Many countries allow various classification systems for hotels following chain
names and types of hotels. 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 worst scores is helpful, knowing
the meaning of hotel star ratings is much more beneficial.
Here is a general interpretation of the hotel star rating 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, unkempt, 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 stateof-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 provide high-end, luxury toiletries for guests.
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2.2. Concept of the Hotel Business:
The hotel business is the section of the service industry that deals with guest
accommodation or lodgings. By most definitions, the hotel business refers not only
to hotels but also to many other forms of overnight accommodation, including
hostels, motels, inns, and guest houses. However, it does not usually include longterm or permanent forms of accommodation.
2.2.1. Product of Hotel Business:
Hotel business products are depending on customer needs; however, there are 3
main types of hotel business, they are accommodation business, catering business,
and additional services business.
2.2.1.1. Accommodation Business:
The accommodation business in the hotel business is the most basic activity. It
provides rooms for clients that have been equipped with standard facilities to make
a profit while they use the service at the hotel.
2.2.1.2. Catering Business:
The catering business is the process of selling food and offering other services
related to food to satisfy customers at restaurants or hotels for for-profit purposes.
2.2.1.3. Additional Services Business:
Additional services business providing services different from the two

above. These services satisfy more needs of customers and add more products for
the hotel, ... According to the different needs of guests, there are two kinds of
facilities:


For basic demands: laundry, telephone, transfer, …



For special demands: souvenir, spa, casino, golf, swimming, gym, …

2.3. The Reception Department in Hotel Business:
2.3.1. Concept of Reception:
A hotel receptionist, also sometimes called a hotel desk clerk, is a person
who works at the front desk of a hotel, greeting and assisting guests. Receptionists
are typically responsible for everything from helping people make reservations to
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managing available rooms, issuing room keys, and solving any problems that may
arise during a stay. In most cases, he or she is the first person that guests will
interact with at the hotel, which makes the role one of some importance.

2.3.2. Functions of Reception Department:
The Reception Department is the first department that guests can contact in a
hotel. All activity of the front office is taking place at the reception desk. The
reception desk is usually the place in which guests make the first impression of the
hotel. It is also the communication center of the hotel. It is the first and last place
that guests have contact with the hotel, so the hotel often makes it look luxurious
and convenient. The reception department plays an important role in creating the
image of a hotel.
A receptionist’s daily tasks will involve:
 Taking bookings and cancellations, usually by phone, email, or face-to-face,
and recording the information on computer
 Checking in guests, allocating rooms, and handing over keys
 Answering questions about hotel facilities and local transport, places of
interest, and entertainment
 Dealing with special requests, such as room service, taxi bookings, or
wake-up calls
 Passing on messages to guests and taking mail for posting passing on any
guests' problems to the appropriate member of staff answering the phone, operating
the switchboard, and dealing with the email and mail
 Checking out guests, adding up their bills, and taking their credit, debit
card, or cash payments.
 Assigning rooms to guests and informing them of any specials offered by
the hotel.
2.3.3. The Needs for Reception:
Working as a receptionist is an amazing job for many people because of the
energetic environment, enthusiastic coworkers, and having the chance to
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communicate with many people from different places. However, to have a slot in
this department, you need the following:
Appearance requirements:
 Receptionists must have a good appearance, professional dress, charming
and good communication style.
Qualification and knowledge requirements:
 A receptionist needs to have diplomas and certificates in the hotel industry.
 Associate’s or bachelor’s degree in a related field.
 Prior experience as a receptionist or in a related field.
 Have knowledge of administrative and clerical procedures.
Foreign language and computer requirements:
 Receptionists require fluent in general English and English in the hotel
industry, some foreign languages such as French, Chinese, Japanese, Korean... will
bring a lot of advantages. 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 managing schedules, and
possibly learning industry-specific software.
 Having skills in Microsoft applications including Word, Excel, and
Outlook.
 Having good time management skills.
Professional ethics requirements:
 Receptionists must be honest, laborious. This is the most important
personality for a receptionist.

 Confident and flexible in handling situations.
 Attentive, friendly, always smiling with the customers.
2.3.4. Factors Affecting Reception Activities:
 Facilities of the lobby area:
 When clients choose the hotel for their trip, they want to receive the best
service. Good facilities of a hotel are the first things that make an attraction with
guests.
 Facilities are related to all departments 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

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impresses visitors. The lobby reflects the level of the hotel, a good-looking lobby
can make clients feel trusty.
 Facilities lobby area must meet the following requirements:
 Always clean and large enough for guests to feel comfortable.
 Tables and waiting chairs are always clean and ready for guests to use while
they do check-in check-out.
 All support for reception working need to be modern and fast to avoid the
situation its take too much time to solve guests requests.

 Attitude and working style of employees:
 Customers choose the hotel for leisure, travel, working and entertainment
after tired working days. Besides the good impression that the hotel facilities bring
on, the spiritual factor is very important in creating happiness and comfort during
the trip.
 Receptionists are the first people to contact guests and also the last ones
when they leave the hotel. Therefore, the attitude of welcoming, professional, and
quick service make a significant influence on the hotel.
Besides those above factors that directly affecting to the products of the
reception department. There are still many other factors that can involve the
development of the hotel in general and in the reception department in particular
like the social, economy, technology, competition, and regulation. Although the
influence of these factors is uncontrollable, the hotel industry is developing day by
day and it can reduce the effects of those factors.

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2.3.5. Service Process of Reception Department:

Figure 1: The Service Process of the Reception Department
Pre-Arrival:

 The guest chooses a hotel during the pre-arrival stage of the service
process. Choice of the guest can be affected by many factors, including previous
experiences with the hotel, advertisement, word of mouth referral by friends and
colleagues, location, corporate, travel agent booking, hotel name, hotel loyalty
program member, etc.
 If a reservation can be accepted, the receptionist creates a reservation on
the hotel management software.
 This reservation contains details of the guest’s specific request which will
help the hotel to provide the guest with personalized service during their stay.
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Arrival:
 The arrival process includes the registration and room assignment process.
 After the guest arrives, they establish a business relationship with the hotel
through the front office. The reception staff is responsible to clarify any query of the
guest especially the details of the room rate they booked on.
 The registration process is complete once a method of payment and the
guest's departure date has been confirmed and signed by the guest. The guest may
be given a room key and directions to the room.
Occupancy:
 In this process, the receptionist should take extra care to respond to the

guest in a timely and accurate manner. The main focus of the front desk staff is to
provide guests’ expectations. This will encourage the guest to come back to the
hotel.
 Security is also a main important concern during the occupancy of the
guest. The hotel has a responsibility to protect valuables stuff belong to clients.
 The reception Department has duties to solve all guest’s requests like:
Currency exchange, internet, telephone, …
Departure:
 This is the final phase of the process.
 At this process, the guest leaves the room, receives the accurate statement
of the settled accounts, returns the room keys, and leaves the hotel. Once the guest
has checked out, the front office updates the room’s availability status and notifies
the housekeeping department.

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CHAPTER 3. CASE DESCRIPTION
3.1. Elephants Hotel:

Picture 1: Elephants Hotel Front View
Address

: 142 Phan Chu Trinh Street, Tan Loi District, Buon Ma

Thuot City, Dak Lak Province
Tel
: 0262 3544 444
Rating
: 4-star
Email
:
Website
:
3.1.1. History and Development of Elephants Hotel:

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After many years of construction, Elephants Hotel has started operating in
2020 with a rating of 4 stars. Elephants Buon Ma Thuot Hotel is located in a prime
location right in the city center, only about 5 minutes by car from the city's
outstanding entertainment and cultural attractions, so that customers can experience
the culture and national identity of the Central Highlands. The hotel offers 144 guest

rooms with modern equipment, professional banquet and meeting services,
enthusiastic staff highland design style for the whole property... The amenities and
services offered at this hotel include 24hr room service, laundry service, airport
transfer, tour desk and cars for rent. Design ideas are studied from the culture of the
Central Highlands ethnic groups through typical images such as the beauty of
decorative patterns on brocade, images of the sun and earth on weapons, and heroic
elephants. Elephants Hotel Buon Ma Thuot will become the ideal place for
customers to stay when they want their trip to be the most comfortable and
convenient
3.1.2. Accommodation:
Elephants Hotel has 4 classified rooms, more than 50 well-furnished rooms
with modern designs.
 4 room types at the hotel

Room type
Quantity Room Rate
Superior Double/ 1-2 persons
75
800,000 VND
Deluxe Double/Twin/ 2 persons
33
1,150,000 VND
Junior Suite/ 2-4 persons
26
1,550,000 VND
Grand Suite / 4 persons
10
2,300,000 VND
Table 1: Room Catalog and Room Rates at the hotel

Acreage
24 m2
32 m2
42 m2
64 m2

3.1.3. Functions and Responsibilities of Elephants Hotel:
3.1.3.1. Functions:
Elephants Hotel has the same functions as any other accommodation service.
The main function of the hotel is providing 4 -star hotel service such as modern
accommodation, catering, restaurant and so on. Because Buon Ma Thuot City does
not have advantages in the tourism industry, so the guests here are mainly for a
business trip that is why Elephants Hotel also has many machines support for
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business work like photocopy machine, fax machine, and scan machine. With
comfortable room space from 24 m2 to 64 m2, the parking area is about 500 m2,
Elephants Hotel is proud to be a suitable place providing services for resting,
working, and traveling.
3.1.3.2. Responsibilities:
Having reputation in serving guests for several years, Elephants Hotel has a

responsibility to upgrade facilities, staff, and service quality to bring the best
experiences for guests during their stay.
At present, Buon Ma Thuot city in particular and Dak Lak province in
general, does not many tourist attractions, so there are not many foreign customers
coming to the hotel. However, in the future Buon Ma Thuot city will have a plan for
building resorts, homestays and many more different kinds of accommodation so
Elephants Hotel needs to train the staff in the international process to be more
professional

and

better

at

foreign

languages. To

compete

with

other

accommodations, upgrading facilities, redesigning overall the hotel is necessary.
3.1.3.3. Organization Structure of Management at Elephants Hotel:

General Manager

Department of
Management

HR
Manager

Accountin
g
Manager

Department of
Operating

Front Office
Manager

Sale &
Marketin
g

Housekeepin
g Manager

Figure 2: Organization Diagram at Elephants Hotel
 General Manager:

Le Thi Hai

Code: 24203109731

Graduation Paper

15

Supervisor: Do Thi Kim Cuc, M.A

 The tasks are outlining the development plan for the hotel. All the
changes of the hotel must have the agreement of the general manager.
 HR Manager:
HR manager in Elephants Hotel have responsibilities in:



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Designing hiring plans for all hotel departments
Interviewing and assessing job candidates
Managing labors
Checking employees’ attendance and working schedules, including

paid time off, overtime, and breaks.
 Making onboard new hires.
 Organizing employees’ records, like contracts, paying special
attention to work permits.
 Coordinating accommodation, catering, and transferring staff when
necessary
 Training making schedules for all hotel employees
 Acting as the point of contact when employees have queries or jobrelated issues
 Ensuring hotel staff comply with relevant health and safety work

regulations.
 Accounting Manager:
 Making sure that the guests have the best possible experience by
resolving all currency-related issues
 Representing the finance department on the heads meeting with the
general manager
 Managing all phases of the hotel budget and revenue
 Calculating and distributing salaries for all staff
 Preparing daily reports and summaries of accounting activities
 Front Office Manager:
 Being responsible for the running of the reception department by
hiring and training all front desk employees
 Ensuring timely and accurate customer service
 Handling complaints and specific visitors’ requests
 Scheduling shifts for receptionists and related front desk employees
 Ensuring if the hotel’s policies and security requirements are met
 Sale & Marketing Manager:
Le Thi Hai

Code: 24203109731


Graduation Paper

16

Supervisor: Do Thi Kim Cuc, M.A

 Cooperating with other departments in the hotel to create sales
programs

 Creating advertising programs promptly
 Developing and maintaining contact with business generators and
potential customers via email when having a sale program
 Having duties on advertising the image of the hotel on social media
and other websites
 Housekeeping Manager:
 Listening to guests’ complaints and ensuring that the complaints are
solved efficiently and effectively
 Being responsible for laundry service and other hotel hygiene
problems
 Ensuring that necessary supplies for the housekeeping department are
always ready to serve
 Maintaining good relationships with clients and suppliers of
housekeeping items

Le Thi Hai

Code: 24203109731