GRADUATION THESIS AN INVESTIGATION INTO THE REAL SITUATIONS AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF THE HOUSEKEEPING SERVICE AT HADANA BOUTIQUE HOTEL

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS
LE DIEU MINH HIEN
AN INVESTIGATION INTO THE REAL
SITUATIONS AND SOME SOLUTIONS
TO IMPROVING THE QUALITY OF
THE HOUSEKEEPING SERVICE AT
HADANA BOUTIQUE HOTEL
Major

: English for Tourism

Code

: 702


DA NANG – June 2021


MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS
LE DIEU MINH HIEN

AN INVESTIGATION INTO THE REAL

SITUATIONS AND SOME SOLUTIONS TO
IMPROVING THE QUALITY OF THE
HOUSEKEEPING SERVICE AT HADANA
BOUTIQUE HOTEL
Major

: English for Tourism

Code

: 702

SUPERVISOR : TRAN THI THO, M.A.


DA NANG –June 2021


1

ACKNOWLEDGEMENT
Dear all the teachers in Department of Foreign languages of Duy Tan
University.
Dear my supervisor, Tran Thi Tho.
Dear the director and most of the staff in Hadana Boutique Hotel in
Da Nang city.First of all, I would like to express my deep appreciation to Duy Tan
University that has created an opportunity for our students to have time
practicing valuable lessons and improving soft skills and exchanging
knowledge. In addition, Duy Tan University also has a strong educational
program. In particular, all teachers in the Department of Foreign Languages

are often educated in a wide variety of subjects so their lessons are
interesting and beneficial to students. The school offered me a chance to
practice myself during the internship period.
Furthermore, I am very grateful to my supervisor Tran Thi Tho for
giving me the opportunity and spending my valuable time accompanying
me to make this report. The internship report could not be done well
without her dedicated help.
Next, I would like to thank Hadana Boutique Hotel for providing me
with an opportunity and a good working atmosphere to develop my skills.
The director and staff of the department supported me enthusiastically
during my internship here.
At last, I wish all of you have good health.
Sincerely
Le Dieu Minh Hien


2

STATEMENT OF AUTHORSHIP

I guarantee that I wrote the current study separately, I have indicated
all parts of the work in which references are used according to my wording
or their meaning.
This thesis has not been submitted to any other tertiary institution for a
degree or diploma. I further declare that I have not submitted this thesis at
any other institution to obtain a degree.
Danang, March 26th, 2021
Best Regard,
Le Dieu Minh Hien

3

ABSTRACT
The article reviews the service processes and makes recommendations
for quality improvement of the Room Department of Hadana Boutique
Hotel. Quality is a critical factor in the business of travel agencies.
In this article, I want to emphasize the importance of the Rooming
Department at Hadana Boutique Hotel in particular and in general. I want
to point out the strengths and weaknesses of the Housekeeping Department
based on the current state of the room quality at this hotel.
Therefore, I can offer some suggestions to improve the service
standard for the Room Department of Hadana Boutique Hotel.


4

LIST OF ABBREVIATIONS
HR

: Human Resource

Dept

: Department

F&B

: Food and Beverage

HK

: Housekeeping


5

TABLE OF CONTENTS
ACKNOWLEDGEMENT.................................................................................i
STATEMENT OF AUTHORSHIP....................................................................ii
ABSTRACT.....................................................................................................iii
LIST OF ABBREVIATIONS...........................................................................iv
CHAPTER I: INTRODUCTION......................................................................1
1.Rationale.........................................................................................................1
2. Aims and Objectives......................................................................................2
3. Scope of the Study.........................................................................................2
4. Method of the Study......................................................................................2
5. Organization of the Study..............................................................................3
CHAPTER 2: THEORETICAL BACKGROUND...........................................4
2.1 Hotel Business.............................................................................................4
2.1.1 Concept of Hotel......................................................................................4
2.1.2 Concept of Hotel Business.......................................................................5
2.1.3 Products of Hotel Business......................................................................5
2.2 Housekeeping Department..........................................................................6
2.2.1 Definition of Housekeeping Department.................................................6
2.2.2 The Function of the Housekeeping Department.......................................9
2.2.3 The Contact Between the Housekeeping Department and other
Department........................................................................................................9
2.2.4 Oganization Structure of Housekeeping Department.............................10
2.3 Quality and Service Quality of the Housekeeping Department in the

Hotel................................................................................................................13
2.3.1 Concept of Quality.................................................................................13
2.3.2 Concept of Service Quality....................................................................14


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2.3.3 Features of Service Quality in Hotel......................................................14
CHAPTER 3: CASE DESCRIPTION............................................................16
3.1 An Overview of Hadana Boutique Hotel..................................................16
3.1.1 Introduction and Foundation..................................................................17
3.1.2 Human Resource and Organization........................................................18
3.1.3 The Facilities of Hadana Boutique Hotel...............................................21
3.1.4 The Products of Hadana Boutique Hotel................................................23
3.2 Housekeeping Department at Hadana Boutique Hotel..............................24
3.2.1 The Overview of the Housekeeping Department at Hadana Boutique
Hotel................................................................................................................24
3.2.2 The Oganization Structure of the Housekeeping Department at
Hadana Boutique Hotel...................................................................................25
3.2.3 Functions and Responsibilities of Hadana Boutique Hotel....................25
3.2.4 The Process of Housekeeping Staff at Hadana Boutique Hotel............26
3.3 Real Situation of the Quality of the Housekeeping Department at
Hadana Boutique Hotel...................................................................................27
3.3.1 Real situation of Hadana Boutique Hotel...............................................27
3.3.2 Real situation of Housekeeping Department of Hadana Boutique Hotel
.........................................................................................................................29
CHAPTER 4: ANALYSIS AND EVALUATION...........................................31
4.1 Analysis of the service quality of the Hadana Boutique hotel room
department.......................................................................................................31
4.1.1 The service quality of the staff...............................................................31

4.1.2 The facility.............................................................................................35
4.1.3 The possibility of returning to stay in hotel...........................................40
4.2. Strengths and Weakneses.........................................................................42
CHAPTER 5: DIFICULTITIES AND SOLUTIONS.....................................44


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5.1 Difficulties.................................................................................................44
5.2 Solutions....................................................................................................45
5.2.1 The Housekeeping staff..........................................................................45
5.2.2 Facilities.................................................................................................45
5.2.3 The Process of Housekeeping Department............................................46
CHAPTER 6: CONCLUSION AND SUGGESTIONS..................................47
6.1 Summary of the findings...........................................................................47
6.2 Suggestions...............................................................................................48
6.2.1 Some suggestions for Duy Tan University.............................................48
6.2.2 Some suggestions for English Department............................................49
SUPERVISOR’S COMMENTS
EXAMINER’S COMMENTSY
Y


8

LIST OF FIGURESY
Figure 1: The Organization chart of HK department[9]..................................11
Figure 2 : Organizational structure of Hadana Boutique Hotel.......................18
Figure 3: Organizational structure of Housekeeping in Hadana Boutique
Hotel................................................................................................................25

9

LIST OF TABLE
Y

Table 1: Hotel’s facilities.................................................................................23
Table 2: Revenue profile of Hadana Boutique Hotel from 2018 to 2020......27
Table 3: The number of the guest at Hadana Boutique hotel from 2018 to
2019.................................................................................................................28
Table 4 : The number and quality of facilities at HK dept..............................29
Table5: Qualification of the Employees at the Housekeeping De


10

LIST OF PICTURE
Picture 1 : Housekeeping Department...............................................................7
Picture 2 : Housekeeping Department...............................................................7
Picture 3 : An overview of Hadana Boutique Hotel........................................16
Picture 4 : Supperior Room in Hadana Boutique Hotel..................................21
Picture 5 : Deluxe Room in Hadana Boutique Hotel......................................22
Picture 6 : Family Room in Hadana Boutique Hotel......................................22
Picture 7 : Facility of Hadana Boutique Hotel................................................23
Picture 8: The process of hotel housekeeping with accompanying actives[14]....26
Y


11

LIST OF CHART
Chart 1: The chart shows the customer's assessment of the attitudes of the room
staff..................................................................................................................33
Chart 2: The chart shows the customer assessment of the professionalism of
the room staff...................................................................................................34
Chart 3: The chart shows the customer assessment of the room staff's working
style..................................................................................................................35
Chart 4: The chart shows how customers feel about the first time entering the
room.................................................................................................................36
Chart 5: The chart shows how customers feel about the layout of the room
.........................................................................................................................37
Chart 6: The chart shows the customer's perception of the cleanliness of the
bedroom...........................................................................................................38
Chart 7: The chart shows the customer's perception of the equipment in the
bedroom...........................................................................................................38
Chart 8: The chart shows the customer's perception of the equipment in the
bedroom...........................................................................................................39
Chart 9: The chart shows the customer's perception of the equipment in the
bathroom..........................................................................................................40
Chart 10: Chart showing potential return of customers in the future..............41


1

CHAPTER I: INTRODUCTION
1.Rationale
Human living conditions are higher now than in the past. They
continue to enjoy their lives more and more as their circumstances change.
People want to get away from their everyday routines and explore new

places to enjoy and relax. They also spend time on traveling and
rehabilitating. Tourism is quickly becoming one of the most important
factors.
Tourism has played a major role in the economic growth of many
countries. It provides significant economic benefits, generates significant
revenues for the government, creates jobs for local residents, and
contributes to the preservation and promotion of the nation's cultural
values. With wondering natural conditions of Vietnam, it creates
opportunities to develop tourism such as a long coastline, many huge and
small islands, beautiful beaches, famous bays. Accommodation are varied
types such as hotels, resorts, homestays,.. which are being built to meet the
needs of both domestic and international tourists. To survive, each
accommodation must make a difference in the quality of service to retain
guests and get excellent feedbacks about the guest experience on ecommerce sites and social media platform to attract new visitors. Hotels
and resorts need to focus on the quality of service and room service is no
exception. To provide high-quality service, hotels must update a skilled
Housekeeping department that will derive satisfaction from customers who
determine the hotel's quality. A skilled housekeeping service will provide
excellent accommodations for guests, and receive positive feedback will
contribute to the hotel's success. We think that the cleaning service is


2

simply a job to clean, maintain and bring aesthetics to the hotel. However,
to be a professional room service, housekeepers need to be equipped with
vocational training, foreign languages, emotional control, and unexpected
handling situations when communicating with guests.
In conclusion, understanding the importance of room service, I have
chosen the topic "An Investigation into the Real Situations and Some

Solutions to Improving the Quality of the Housekeeping Service at
Hadana Boutique Hotel" as a research topic for my graduation.
2. Aims and Objectives
 Investigating in detail the quality of the housekeeping department in
Hadana Boutique Hotel.
 Finding out certain strengths, drawbacks of the Housekeeping
department
 Providing several suggestions for improving the quality of service
of Hadana Boutique Hotel
3. Scope of the Study
This research will concentrate on three primary elements, including:
First, I focus on finding out some information about the hotel, hotel
facilities, service quality, room types, hotel cleaning procedures. To obtain
this information, I researched through the hotel website and my supervisor.
Second, I will evaluate and give the department's strengths and
weaknesses based on real-life circumstances.
Finally, based on the above suggestions, I will suggest some solutions
for Hadana Boutique hotel's service quality hotel.
4. Method of the Study
The thesis will be presented by the following basic methods:
- Methods of theoretical study combined with observation :


3

Consider the theory of the service industry in direct contact with
guests combined with observation with the actual situation of manners,
costumes, and attitudes in the room services
- Method of Collection :
The knowledge for this study was gathered from the Internet, guest

evaluations, direct involvement in the workplace of housekeepers, as well
as some tourism industry books.
- Method of Description and Analysis :
After observing the service quality, I realize many strengths and
weaknesses of room departments. So I will give some solutions to improve
the quality of the hotel
5. Organization of the Study
This study is presented in three parts:
- Chapter I : The introduction of the graduation paper, including
rationale, aims, and objectives, the scope of the study, methodology,
and organization of the study.
- Chapter II : The theoretical background about hotel and some
information about Housekeeping department.
- Chapter III : The case description describing the overview of
Hadana Boutique Hotel and HK Dept.
- Chapter Ⅳ : The analysis and evaluation of the service quality
of the Hadana Boutique hotel room department.
- Chapter Ⅴ : Dificulties and solutions of the service quality of
the Hadana Boutique hotel room department.
- Chapter Ⅵ : Conclusion and suggestions for Duy Tan
University and the Enghlish Department.


4

CHAPTER 2: THEORETICAL BACKGROUND
2.1 Hotel Business
2.1.1 Concept of Hotel
Accommodation is one of the most significant factors influencing an
enterprise's performance in the tourism industry. The following are some of

the most important hotel definitions:
A hotel is defined by the British Law as a ‘place where bonafide
travelers can receive food or shelter, provided he/she is in a position to pay for
it and is in a fit condition to be received‘. Hence, a hotel must provide food
(and beverage) and lodging to a traveler on payment, but the hotel has the
right to refuse if the traveler is not presentable (either drunk, or disorderly, or
unkempt) or is not in a position to pay for the services.[1]
Generally speaking, a hotel is a place where customers spend money in
exchange for accommodation and food services on a short-term basis.
According to Fandbgood hotel is ”Where the facilities of sleeping
accommodation, food and beverage service available and guest/client pay the
rent for staying day/night in the room and for taking those facilities is called
Hotel.” [2]
According to the Vietnam National Administration of Tourism, “The
hotel is a tourist accommodation establishments having between 10 floors or
more, to ensure the quality of facilities, equipment and essential services
serves.” [3]
In general, a hotel is a place to stay while you are away from home and
in a different location. They provide you with a place to stay, sleep, and go
about your daily activities. They have a safe environment and demand
payment from you for the services rendered. Furthermore, the star system is


5

used by the tourism industry as a popular shorthand for advising travelers on
the level of cost, facilities, and comfort at various lodging accommodations.
2.1.2 Concept of Hotel Business
Accommodation is one of the most significant factors that contribute
to a company's performance in the tourism industry. Several topics related

to the hotel industry will also be introduced in this report.
According to Patrick Landman, 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.
[4]
According to PhD Nguyen Van Manh & PhD Hoang Thi Lan
Huong,
“Hotel business is a process of construction the hotel, production and
exchange services to meet the guests’ needs about catering, hospitality,
entertainment and some additional services. These activities contribute to
benefit the hotels. Quality and diversity of the services depend on the
standard of the hotel.” [5]
As a result, we can understand that the hotel industry in tourism is a
general business. It provides many primary services such as lodging and
dining to meet the general needs of visitors.
2.1.3 Products of Hotel Business
Hotel products are all of the facilities and goods that the hotel
provides to fulfill the demands of the customer from the moment they call
to book a room to the time they check out. The main components of the
hospitality industry are F&B, lodging, recreation, and travel and tourism.
F&B stand for Food and Beverage. Lodging is also known as
accommodation [6]


6

- Comodity items : are tangible services in the hotel, the physical
products of hospitality, food and drink in a restaurant or the actual hotel
room, are products that are sold at a price to the guests or customers. It also
needs to be well-positioned in the room to allow proper circulation. [6]

- Service items : Products and services are tangible or intangible
goods that provide a sense of satisfaction or (dissatisfaction) and for which
a customer chooses to pay. The hotel's goods and facilities are divided into
two categories: main services and additional
 Main services : Bedroom and catering services are the two core
services of the hotel
 Additional services: are other services with two additional essential
services at the request of the customer such as laundry, spa, swimming
pool, meeting room, .. depending on the customer's
The hotel's extra facilities are classified as either obligatory or
optional. The presence of mandatory and optional extra facilities is
determined by the regulations of each country's hotel classification
standards.
2.2 Housekeeping Department
2.2.1 Definition of Housekeeping Department
Such examples of hotel housekeeping departments are as follows:


7

Picture 1 : Housekeeping Department

Picture 2 : Housekeeping Department


8

Housekeeping may be defined as the provision of a clean, comfortable
and safe environment, It’s is not confined to the housekeeping department
as every member of staff in the establishment should be concerned with the

provision of these facilities in their own department, eg. the chef
‘housekeepers’ in the kitchen, the restaurant manager or head waiter
‘housekeepers’ in the restaurant, and the general manager has overall
responsibility. [7]
Adcording page my setup Housekeeping may be defined as ‘provision
of a clean, comfortable, safe and aesthetically appealing environment’. By
another definition, ‘housekeeping is an operational department in a hotel,
which is responsible for cleanliness, maintenance, aesthetic upkeep of
rooms, public areas, back areas and the surroundings’[11]
In short, this department is responsible for ensuring that everything in
the room is entirely consulted from the moment guests check-in, check out,
and clean everything from the bedroom to the hallway to create a
refreshing and comfortable space, re-feeling, feel comfortable. In
particular, it is the butler's duty to the work to be done during working
hours to maintain and arrange the clean rooms every day and ensure all
operations are smooth. For example, I am checking all electrical appliances
in the room containing the refrigerator to report payments to customers and
the department responsible for cleaning the common areas of the resort.
Maintain rooms, restrooms, hallways, meeting rooms, restaurants, and
check the number of bed linens and curtains during the transaction for the
laundry staff. If the customer requests to clean the room, the room staff will
take it. In short, the housekeeping department plays an essential role in
meeting customer satisfaction


9

2.2.2 The Function of the Housekeeping Department
The primary function of the housekeeping department is keeping the
venue clean and sanitary as part of customer service. Maids and cleaners

vacuum rugs and furniture in hallways, rooms and public areas. They
collect trash and empty wastebaskets, change the sheets and make the
beds. The refill soap and toilet paper dispensers in public restrooms and
put toiletries and supplies in guest rooms. They dust and polish furniture.
In some hotels, they bring requested items, such as infant cribs, to guest
rooms. These hands-on tasks fall to the actual cleaning staff. [8]
Housekeeping is an operational department in a hotel, which is
responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public
area, back area and surroundings. A hotel survives on the sale of room,
food, beverages and other minor services such as the laundry, health club
spa and so on [7]
It can be said that the Housekeeping Department plays an important
role in the hotel, as it determines the hotel's standard of service.
2.2.3 The Contact Between the Housekeeping Department and other
Department
The room department has a close relationship with other parts of the
hotel:
With the receptionist department:
- The supervisors are responsible for informing the reception
department of the number of vacant and occupied rooms, damaged rooms,
the list of guests coming and going.
- Notify reception about the number of products used in the mini bar,
damaged vehicles in the room when guests leave


10

- When a conflict occurs, the receptionist must coordinate with the
room department to give evidence to resolve the dispute.
With the F&B department:

- The room department participates in cleaning up before and after
the party.
With human resources department:
- The room department coordinates with the human resources
department to determine standards in employee recruitment and employee
mobilization.
- These two departments work together to avoid loss of hotel
property, such as clothing delivery and recovery for new and old
employees.
With protection department :
- These two departments work together to protect the hotel from
dangerous factors.
With the technical department:
- When the equipment in the living room is damaged, the room
department informs the technical department for timely repair.
- This department guides the staff to use the equipment and
machinery in the room.
2.2.4 Oganization Structure of Housekeeping Department
The organization map depicts a standard employee organization for
the housekeeping department. The Executive Housekeeper, Assistant
Housekeeper, Floor Supervisor, Public Area Supervisor, Linen Room
Supervisor, Desk Control Supervisor, Room Attendants, Public Area
Attendants, Linen, and Uniform Attendants make up the workers. Not all of