khóa luận tốt nghiệp an investigation into the real situation of the accommodation service quality at the blossom resort danang and some suggestions to improve it

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ACKNOWLEDGEMENT
This paper has been finished with the enthusiast help of many people.
And once more, I would like to express my sincere gratitude to those.
First of all, I would like to express our sincere gratitude to my teachers,
friends and family. This graduation paper cannot be successfully completed
without their invaluable help, advice and encouragement.
Secondly, I would like to express my deepest gratitude to my supervisor,
Ms. Nguyen Thi Bao Yen, for her helpful encouragement, guidance and
suggestions in the preparation of this thesis. She helped me improve my skills
a lot.
Then, I am thankful to staffs of The Blossom Resort, especially Ms. Van
about her help, her instructions, documents and events which involved in this
paper.
Next, I am especially grateful to all of my teachers at Foreign Languages
Department of Duy Tan University for the endless enthusiasm and knowledge
they have given me over the past four years.
Thirdly, I appreciate my family and friends because they never give up
on me whenever I need their support.
Finally, we also would like to thank all of staffs of Duy Tan University
for their help during my time at Duy Tan University.
Yours sincerely
Nguyen Le Thuy Tien

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STATEMENT OF THE AUTHORSHIP
Except where reference is made in the text of the thesis, I guarantee that
this report is written completely not based on any material published
elsewhere or extracted in the whole or in part from a thesis by which have
qualified for or been awarded another degree or diploma.
No other person’s work has been used without due acknowledgement in
the thesis.
This thesis has not been submitted for award of any degree or diploma in
any other tertiary institution.
Danang, May 20th, 2021
NGUYEN LE THUY TIEN

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ABSTRACT
This graduation report investigates the real situation and provides
solutions to improving the quality of the accommodation service at The
Blossom Resort Danang. This case study is based on theory and actual data.
In order to get results, I have collected all major information about resort,
travel, etc. From primary and secondary sources, such as textbooks, the
Internet, as well as data from the Accommodation Business and customer
assessment of accommodation through my survey and findings.
Based on this information, I will present some of the characteristics of
the resort's staff, services, organizational structure, and tourism resources, and

then suggest some suggestions for improving its service quality.
To complete this thesis, I intend to state why I chose this topic. Next, I
consult many sources of information and select to include them in my essay,
which shares my views to convince the examiners. There were some
difficulties in coming up with solutions, which could convince the general
opinion of society, customers...; and fortunately, time gave me the answer
what I needed.

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LIST OF TABLES, FIGURES, PICTURES AND CHARTS

List of Tables
List of Figures
Figure 1: The Organization of Structure of Blossom Resort...........................28
Figure 2: Revenue of Blossom Resort over 3 years 2018-2020......................49
Figure 3: Customer satisfaction from 2018-2019...........................................50
Figure 4: The Number of Guests Using the Accommodations Services from
2018 to 2020....................................................................................................54
List of Pictures

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TABLE OF CONTENTS

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CHAPTER 1: INTRODUCTION
1.1.

Rationale
Tourism industry is known as one of the largest and most competitive
industries in the world in general and in Viet Nam in particular. It takes a
responsibility as a key industry in Vietnam and plays a role in promoting the
economy. The tourism industry or resort industry has brought a lot of
advantages such as jobs, revenues, … to improve human life and significant
developments in the economic market. Besides, to developing tourism, the
resort business plays an important role. When people have both materials and
need to improve their spirits, they need to satisfy the needs of traveling,
resting, eating, and changing living space. Because of these reasons, Da Nang
city has become one of the most centers that attract almost tourists in
Vietnam. And to meet all those needs, Blossom resort has provided good
services for tourists when traveling in Da Nang city. The resort with modern
architecture and equipment, blending in the Vietnamese-Japanese style, is one
of the city's buildings. In particular, there is a beautiful view of the Han River

and Asia park with Tran Thi Ly bridge links to the electric lights at night,
visitors can see more of the city. The resort also has a variety of services,
fully equipped with reasonable prices. The area surrounding the resort has
many attractions such as the world heritage of the ancient town, museums.
There is also a restaurant serving visitors to relax and enjoy the scenery and
enjoy the food or drinks there. To do that, the comfortable, perfect and
modern facilities and equipment are indispensable. Therefore, the
improvement of the quality of room service and the quality of the whole
resort as well as offering some solutions are very important.
However, in the past year the number of visitors to the resort is very low.
That is why we decided to choose this topic: “An Investigation into the Real

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Situation of the Accommodation Service Quality at The Blossom Resort
Danang and some Suggestions to improve it”.
1.2. Aims and Objectives
1.2.1. Aims
The study focuses on the accommodation quality of The Blossom Resort
Danang. In this research, I will collect data and evaluate the quality, service of
the accommodation and guest feedback. In summary, I will give some
solutions to improve the quality of the rooms. To make it easier to understand,
there are three main purposes for this essay. First, it helps teachers and
students acquire or absorb knowledge about the tourist area as well as the
accommodation activities inside the tourist area. Next, it also examines the

customer service process of the accommodation service. Finally, it explores
the role and importance of accommodation services for each object, thereby
offering some solutions to overcome limitations, improve service quality,
attract customers...
1.2.2. Objectives
The study has 5 objectives below:






To find out and describe unique features of Blossom resort.
To identify and analyze the factors affecting services quality.
Research and evaluate resort’s reality situation in Accommodation field.
To examine accommodation service’s advantages and disadvantages.
To analyze and evaluate solutions to improve the accommodation service
quality.

1.3. Scope of the study

This part would pay attention to two mains areas:
First of all, I look for the information that relate to resorts such as scale,
facilities, the quality of services, current situation, etc. I use the observational

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method in combination with references on the Internet to collect all of those
results.
Next, I analyze and evaluate the situation of the quality of the
accommodation service in the period 2018 – 2020. To do this task, I use my
knowledge and experience that I got in my internship time.
From that, suggesting solutions and recommendations to improve the
quality and attract tourists to Blossom resort in 2021 depends on current
reality at Blossom resort.
Methods of the study

1.4.

Selecting correctly and applying scientific research methods affect a lot
the success of the topic. I used following methods:
-

Direct observation of qualities, services and work process of Accommodation
Business at The Blossom Resort Danang has been carried out.

-

Method of Collection: data were collected from resources at the resort such as
books, websites and researches.

-

Method of Analysis: from data collected, we analyzed the real situation of
Accommodation Business at The Blossom Resort Danang.

1.5.

Organization of the study
In addition to the table of contents, list of tables and figures, list of
references, the graduation thesis includes six chapters:
Chapter 1: Introduction – Shows the rationale to choose the topic, the
aims and objectives, the scope, the methodologies and the organization of the
study.
Chapter 2: Theoretical background – This part will introduce theories
related to the resort and accommodation service.
Chapter 3: Case description. It focuses on describing the organizational
structure and how accommodation service work at Blossom resort.

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Chapter 4: Analysis and evaluation. Analysis and evaluation
accommodation service at Blossom resort would be described. This section
outlines the strengths and weaknesses of the service.
Chapter 5: Difficulties and solutions. Depending on chapter 4, I will
present some difficulties in the recent situation of service in this chapter and
offer solutions for each case to improve service quality.
Chapter 6: Conclusion and suggestions. This part is the summary of
research’s finding. Moreover, from my own perspective, I give some
suggestions for improvement for Blossom resort, tourism major of the English

department and Duy Tan University.

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CHAPTER 2: THEORETICAL BACKGROUND
2.1. Resort
As people's economic conditions gradually stabilize, people's need for
self-satisfaction also increases. They want to make their life comfortable and
relaxing by taking care of their mind, soul, body. So they choose to travel as a
form of entertainment. Therefore, the use of accommodation facilities by
tourists is rising, in which there is a type of accommodation that is resort. So,
what is a resort?
2.1.1. Definitions
There are some resort’s definitions from different sources in this part,
make it easy to understand clearly.
“A resort is a place used for relaxation, vacation or as a daytime
getaway. While this can be a single building such as a hotel, it also can be an
entire island or a ship at sea. One of the most desirable aspects of a resort is
that visitors are freed from most daily responsibilities, which are usually
taken care of by the facility's staff. Several activities are normally offered at
resorts,

including

massages,

meals,

cosmetic

treatments

and

live

entertainment.” [1]
“A resort is a space, similar to a hotel, that offers relaxation and or
recreation to its patrons. Resorts will always offer accommodations as well,
in which case people might refer to such locations as a “resort hotel.”
Basically, the resort meaning is that of a hotel, but just with more
accommodations, amenities, and activities!” [2]
2.1.2. Classification of resort
Categorizing resort depends on many different standards. These types
will be clarified in this part so that you can understand easily.[3]

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(i)

According to purpose and location
These types make it easy to understand through its name because it
clearly represents the resort’s purpose and location:
Beach Resort
Ski Resort
Golf Resort
Spa Resort
Lake Resort
…
These are some common types that popular for tourist. To Viet Nam,
because of our long coastline, almost resorts are located at the seaside.

(ii)

According to primary target
This type consists of 3 main styles:
•

Complex Resort
The complex resort is essentially a town, a city consisting of many hotels
that target the essential and famous local amenities and services. In other
words, it has a symbiotic relationship with one or more places near it. Based
on that, the resort complex has many restaurants, entertainment, retail stores,
conference hotels and other amenities.

•

Destination Resort
Destination resorts are resorts located in famous tourist destinations
around the world, where visitors are easily attracted and choose to stay in a

resort at that point. The length of stay is usually about 10 days long on
average.
(-) Vacation resort:
Specialized tourism area: Often adding lively entertainment forms to
attract tourists.

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Conference Hotel: Specializing in providing conference rooms,
exhibition halls, galleries, restaurants, retail stores, medical facilities, ...
(-) Casino:
This is a combination between casino and resort with a large scale. It
brings a lot of benefits, there may be specialty restaurants, golf courses, spa
health care, modern services in casino, ...
•

Property Resort:
Including hotels in the city that are renovated. Many places also have spa
clusters, casino, theater clusters, shopping areas, historic buildings and
archaeological works, ...

•

Non-destination Resort
Non-destination resorts are the resorts that opposite to destination

resorts. Those are located in unknown or less famous. It can be difficult for
visitors to get to these places for hours.
It is usually considered the smallest type, including only one or two
utilities and major resort services. Therefore, it is not self-contained.
2.1.3. Some types of resort services:
To develop an accommodation such as a resort, it is necessary to
combine with other services to provide comfort to visitors. So for a normal
resort, what are the basic accompanying services?
At least, they typically have accommodation and catering services.
Besides, there are some comforts that may consist of such as:

-

Entertainment area
Spas, saunas, and other wellness-related businesses
Sports tailored to the environment, from ocean snorkeling to mountaintop

-

skiing, …
Tour to local landmarks and archaeological sites
Childcare services
Gym’s fitness, sports coaching, swimming pool, … [4]

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2.2. Some types of resort guest
For an accommodation establishment, especially a resort, the customer is
the most important factor, directly affecting the operation process. To capture
the purpose as well as the need to bring the most convenience to customer,
customers have divided into 4 usual categories. Tourists are divided into 2
main categories: domestic and international visitors, but there will be specific
types as follows:
2.2.1. Backpacker
These people are normally travel with necessary things in their backpack
and do not bring much money, they choose to stay at developing countries or
inexpensive accommodation. They are young and adventurous, so they will
choose places that can challenge themselves such as mountainous areas or
places with beautiful and majestic views.
2.2.2. Households
They are normally families or group of people who are close. This type
of customer often has a clear plan in advance for their trip. They tend to
choose holiday or their day-off to travel. They go through the travel agency or
find the information themselves to set up plan. They often pay more costs
than through intermediaries. Especially, they value privacy and warmth.
2.2.3.

Seniors
This type of tourist will focus on services that can support and create a
comfort’s feeling during the trip because they have no enough ability to take
care of themselves. Seniors take their health seriously so they tend to choose
quiet places that are suitable for relaxation, and it is important that they value
service's attitude over form. Sometimes there are some guests who still love
adventurous or bustling element, so they will choose places like casino or
skiing resorts instead of beach resorts or lake resorts. This age group will

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often spend a lot of money on the trip because they want to enjoy a
comfortable life in their old age.
2.2.4.

Company travelers
It is different from other types, company travelers undertaken travel that
relate to work or business.
They have some features as following: “They will have an interested in
local transport, food alternatives, and also problem cost-free holiday
accommodations. They typically intend to stay near to mass transit terminals,
seminar as well as meeting centers, and/or huge corporate offices… When
possible, providing a business center room with certainly be a substantial
advantage”.[5]

2.3.

Accommodation business in

resort and the criteria of

resort

accommodation business quality evaluation
2.3.1. Accommodation business
2.3.1.1. Definitions
It is clear that one of the most important services influencing the
operation and branding of a resort in particular and accommodation
establishments in the tourism industry in general is accommodation business.
The following is the definition intended to clarify what accommodation
business is:
Accommodation is a dwelling; which tourists can use for temporary
lodging. It is a place (such as a room or a suite in a hotel) wherein a tourist
can stay and receive other services (dry-cleaning, room service etc.)
Accommodation business is the business of renting rooms and providing
other services for staying guests to earn profits, as well as satisfying the needs
of customers. In recent years, the number of resorts has increased rapidly to
meet the needs of tourism development. In addition to commercial resorts, the

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form of resort has also begun to appear to contribute to the diversification of
accommodation types. Besides, Accommodation Business also provides other
services such as bar, buffet, spa, fitness center, laundry, personal safe,
telephone international with direct dialing, etc.
2.3.1.2. Classification of accommodation service
How many accommodation types really are? I don’t know exactly, but
there’s certainly one to fit every budget and taste out there. They fall into

many categories and vary widely in size, style, services, and characteristics,
sometimes from one country to another, and sometimes from city to
countryside.
Hotel

- An

establishment

that

provides

travelers

with

paid

accommodation and other guest services. Depending on size, location, and
amenities, hotels are generally rated from one-star to five stars, but letter
grading (from “A” to “F”) and other rating schemes are also used to
categorize hotels across the world.
Hostel - Ideal for budget travelers and backpackers, a hostel is an
inexpensive type of accommodation, usually with shared bedrooms and
communal facilities.
Motel - Originally designed for motorists, motels are roadside hotels
equipped with minimal amenities and ample parking areas for motor vehicles.
Cottage - In today’s tourism sector, the term cottage is used to describe a
small vacation house, typically in a rural area.

Chalet - Chalets are wooden Alpine-style buildings commonly found in
and around mountain resorts.
Boutique Hotel - Often furnished in a themed, individual style, boutique
hotels are intimate in size and focus on providing guests with high-quality,
personalized experiences. (See also What is a Boutique Hotel)

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Mansion - Usually built for the wealthy, mansions are large, opulent
houses that generally pay homage to a historic architectural style.
Lodge - Although the word ’lodge’ has many different meanings, one of
them refers to a small rural house used by people on holiday or occupied
seasonally by sports enthusiasts (ski lodge, hunting lodge).
Timeshare - Usually located in a sought-after destination, a timeshare is
a type of vacation property with shared ownership and use rights. The term
first appeared in the United Kingdom during the ‘60s and has multiple
variations today, both in style and type of proprietorship. Moreover, choosing
a timeshare for rent can be a smart alternative to staying in a hotel room,
offering superior amenities and better value.
Riad - A traditional Moroccan house built around a central courtyard,
often converted into an intimate hotel or guesthouse.
Resort - Although a resort is primarily known as a destination frequented
by vacationers in search of relaxation and entertainment, the term is also used
to describe a full service lodging establishment that offers extensive guest
services and recreational facilities.

Igloo - A typical Eskimo house, an igloo is a dome-shaped snow
structure meant to provide temporary or permanent shelter in cold climates.
Villa - Originated in Roman times, a villa is often described as a
luxurious country residence.
Treehouse - Usually designed for recreational purposes, a treehouse, or
tree house, is a structure built or placed among the branches of a tree.
Apartment - Also known as flat (British), an apartment is a selfcontained accommodation unit housed in a building containing a number of
such units.

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Ice Hotel - An ice hotel is a non-permanent hotel constructed from ice
and snow in areas with sub-freezing temperatures.
Camp - A collection of tents, huts, or other temporary structures used for
travelers to lodge in.
Pop Up Hotel - A new breed of accommodation, pop-up hotels are
temporary lodging establishments, usually set up for specific events.
Palazzo - Although often translated to palace, the word palazzo has a
broader meaning in Italy. It can be anything from a block of flats to the home
of a noble family to a historic hotel. From an architectural point of view,
however, palazzo describes a grand, imposing building belonging to the
Renaissance style.
Bed and Breakfast - A Bed and Breakfast (B&B) is an intimate,
independently run lodging establishment, where breakfast is included in the
room rate.

Inn - A small establishment offering overnight accommodation, food,
and drink to travelers.
Finca - A Spanish rural property, usually characterized by traditional
architecture and an agricultural heritage.
Penthouse - An apartment situated on the highest floor of a building,
commonly appointed with luxury amenities.
Manor - An English manor is a large historic house or mansion with
land, formerly owned by nobility.
Pension - A type of guesthouse or B&B, where in addition to lodging and
breakfast, guests are also offered lunch and dinner. Pensions are usually
family-run and cost less than other accommodation options.
Townhouse - A townhouse is a residential multi-level property that is
usually connected to a similar unit by a common sidewall.

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Yurt - Popular in Mongolia, Siberia, and Turkey, yurts are circular tents
covered with felt or skins, and appointed with conical roofs.
Tent - Used outdoors, a tent is a portable shelter made of fabric and
supported by a frame or poles.
Dome - A dome is a roof or building with a hemispherical form. Many of
today’s sustainable hotels offer cozy accommodation in eco-friendly domes
made of glass, wood, snow, or other materials.
Pod - In terms of lodging, a pod is a prefabricated stand-alone structure
that provides basic accommodation.

Pousada - Pousada is the Portuguese term for guesthouse, inn, or historic
independently-owned hotel. They usually have a traditional restaurant and
offer guests an authentic local experience.
RV - Usually used for traveling, an RV is a recreational vehicle outfitted
with the amenities found in a home, including bathroom, kitchen, and
sleeping facilities. Depending on region, RVs are also called caravans, camper
vans, or motorhomes.
Castle - A fortified building or group of buildings built across Europe
and the Middle East during the medieval period. Castle hotels offer royalstyle accommodation in sumptuous historic surroundings.
Palace - Unlike castles, palaces are not fortified, but they still are royal
residences characterized by an exceptional level of grandeur. Some of the
most spectacular palaces converted into luxurious hotels can be found
throughout Asia and Europe, especially India and Italy.
Yacht - A type of luxury recreational boat offering every modern
convenience. They are classified as sailing yachts and motor yachts, and are
available in a vast range of sizes, styles, and functions.

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Farmhouse - Although their styles vary by region, farmhouses are houses
attached to a farm, often characterized by vernacular architecture.
Extended Stay Hotel - Extremely popular throughout the US, extended
stay hotels offer the comforts of a traditional home along with discounted
rates for guests interested in long-term stays.
Private Island Resort - Ideal for honeymooners and travelers in search of

luxury and seclusion, private island resorts are some of the most exclusive
accommodation types out there.
Cave Hotel - Cave hotels are exactly what the name implies – hotels
built into natural cave formations, commonly with underground rooms. Many
cave hotels can be found in Turkey (Cappadocia) and Greece.
Guesthouse - A guest house or guesthouse is a private house offering
inexpensive accommodation to tourists.
Poshtel - A new trend in travel, poshtels are a sort of upscale hostels with
a focus on chic design, art, and high-tech amenities.
Business Hotel - Catered primarily to business travelers, business hotels
are strategically located (downtown, in business districts, or close to major
business centers) and come equipped with corporate facilities such as meeting
and conference rooms, Internet access, and catering options.
Design Hotel - A design hotel is a stylish and intimate hotel with an
emphasis on design, service, and luxury facilities. Their rooms are exquisitely
decorated and often packed with the latest technology features.
Hacienda - The term hacienda is used to describe a ranch or a main
house in a landed estate in Spanish speaking-countries.
Eco Hotel - An eco hotel is an environmentally friendly accommodation
aiming to promote sustainable tourism and green living through the use of

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renewable energy sources, recycled materials, and organic locally-sourced
produce. Their philosophy is to minimize the impact on the environment.

Capsule Hotel - A big hit in Japan, the capsule hotel is a unique type of
hotel that usually provides cheap, basic overnight accommodation in a
number of teeny-tiny functional rooms called “capsules”.
Aparthotel - A smart choice for long-term accommodation, aparthotels or
apartment hotels combine the comfort and independence of a private
apartment with the services of a hotel.
Parador - Paradors are Spanish government-operated hotels, frequently
located in former castles, monasteries, or other beautiful historic settings.
Masia - A masia is a traditional Catalan country house.
Love Hotel - A category of hotels that offer short stays for couples
looking to engage in sexual activities. Love hotels are particularly popular in
Japan.[6]
2.3.1.3. The roles of the accommodation service
For a tourist facility in general and resort in particular, each business
field inside has its own role to combine, support each other to improve and
develop that base. Below, I mention about the importance of accommodation
service’s roles.
The main activity of accommodation business in particular and resort in
general are business room services.
- For resort business: Accommodation Business is one of the major
components that bring revenue to the resort. Accommodation Business is the
lead component for other departments to operate effectively. Thanks to the
number of guests staying at the resort, the resort services are also expanded
and developed: dining, massage, visa, business center will increase revenue
for the resort. Guests of the Accommodation Business are also guests of the

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additional service. Accommodation is also a place to attract a large workforce
depending on the number of guest rooms and the number of additional
services.
- For tourists: The resort's room is the place to meet the needs of guests.
Because it is the best condition for guests to quickly get back to health after a
day of sightseeing.
2.3.1.4.

Functions
Accommodation Providing the main service products at the resort,
bringing the highest revenue source in the total revenue of the resort.
Responsible for the stay of guests staying at the resort; close coordination,
consistent with the receptionist department in the sale and service of the
chamber.
The Accommodation Business can be divided into small parts with
specific functions, such as: housekeeping department, laundry department,
fabric storage, etc. As for the cleaning staff, they have the responsibility to
ensure and maintain the bedroom is always ready to welcome guests. In
addition, they are responsible for maintaining and disposing of appropriate
equipment and supplies as required by the customer and reporting problems to
other departments or persons concerned.

2.3.1.5.

Factors affecting the Accommodation Business
There are many factors affecting the Accommodation Business. These
are main elements to be successful in this business.

Geographic Location
Geographic location is one of the most important factors for resort
performance. Location or position is a factor with a great impact on the
accommodation business, because it requires certain nearby tourism resources
to take advantage of the natural environment where the resort located.

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Every resort will have their own target groups or customers which
include local national and international tourists, people coming for business
purposes, conferences, weeding bookings and so on. Target groups may differ
in each resort but most of these groups prefer locations which are attractive
and locations usually located near to different transport links.
Facilities
Facilities have a special role to play in promoting tourism in general and
resort business in particular. What will happen when visitors check in but the
facilities do not meet enough for them: internet, telephone, poor quality
rooms, etc. Therefore, the attention to facilities from the service to the
accommodation is essential for the accommodation business.
The attitude of the hotel staff
If the hotel staff are friendly and helpful that will go a long way in
choosing the best accommodation. For example, if the customers are in need
of a taxi, any staff in the resort can tell them how much it will cost, hail them
a taxi, explain to them their honest opinions about the nearby sightseeing
places etc. Therefore, the staff’s attitude is considered one of the most

important thing affecting accommodation business.
Price
The price is the actual amount of money that customers have to pay in
order to obtain the product. Due to the seasonality and perishability of hotel
products, it is important that a hotel sets the right price for its product to
ensure high occupancy rate. In a situation where the customer considers the
price to be too expensive there is a high tendency of the customer switching to
the product of the competitor or searching for an alternative accommodation
option. At the same time, if the price is too low, the probability of the hotel
running on losses will definitely increase.
Marketing Strategies

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Marketing plays a vital role in the success of the accommodation
business. Marketing helps in building a company’s brand name and placing
the company’s product or service in the heart of prospective customers. In the
hotel industry, the success of any hotel often depends on good reputation. As
the reputation of a hotel grows bigger within society, more customers will
lodge in the hotel. The hotel industry is an industry with perishable products,
in other words, if a room is not occupied during a particular period, the
income that is supposed to be realized on that particular room is lost forever
and it cannot be regained. Efficient marketing helps in ensuring that the hotel
has a high occupancy rate at all time. Marketing also helps to ensure that the
hotel’s income increases.

2.3.1.6.

The service quality assessments criteria
Based on the studies of Berry and Parasuraman as in the mentioned link,
we can give 5 criteria to evaluate catering service quality in order:[7]
Reliability: This is an ability to provide a service like what the resort
advertises to its customers. When a supplier builds trust with its customers, it
is also part of service success.
Responsibility: Willing to help customers as well as provide services in
an enthusiastic and professional manner.
Guarantee: This criterion is done with order and respect for customers,
helping customers effectively, especially ensuring the confidentiality and
privacy of customers. At the same time, employees need to behave quickly,
polite, enthusiastic, attentive, and show trust in customers.
Empathy: This includes the ability to reach out and make an effort to
understand the needs of the customer, the server must have a subtle serve way
for the customer to be willing to share comfortably.

Student: Nguyen Le Thuy Tien

Code: 23203211910


24

Other criteria: Besides these conditions, the restaurant also evaluates the
service quality through welcoming guests, the variety of quality of food and
drinks, service attitude, facilities and especially cleanliness.
Evaluating quality based on criteria is vital because it greatly affects the
business as well as development of the resort.

Student: Nguyen Le Thuy Tien

Code: 23203211910


25

CHAPTER 3: CASE DESCRIPTION
3.1.
3.1.1.

Overview of the Blossom resort
History, scale and location of Blossom resort
Company: Blossom resort
Managed by: Khoi Phat limited liability company.
Director: Morii Takayuki
General manager: Nguyen Thi Thanh Binh
Lot A1-A2 Zone of Villas of Green Island, Hai Chau District, Da Nang
City.

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Student: Nguyen Le Thuy Tien

Code: 23203211910