An investigation into the real situation and solutions to improving the quality of service at the reception department of century hotel da nang

CAO THI PHUONG – GRADUATION PAPER IN ENGLISH LINGUISTICS - 2023 MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS

CAO THI PHUONG

AN INVESTIGATION INTO THE REAL
SITUATION AND SOLUTIONS TO IMPROVING
THE QUALITY OF SERVICE AT THE RECEPTION
DEPARTMENT OF CENTURY HOTEL DA NANG.

DA NANG – May 2023
Student: Cao Thi Phuong Student code: 25203113722

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS

CAO THI PHUONG

AN INVESTIGATION INTO THE REAL SITUATION
AND SOLUTIONS TO IMPROVING THE QUALITY
OF SERVICE AT THE RECEPTION DEPARTMENT

OF CENTURY HOTEL DA NANG.

Major: English for Tourism

Code: 25203113722

SUPERVISOR: LE THI OANH, M.A.

GRADUATION THESIS 3 Superviser: Le Thi Oanh M.A.

DA NANG – May 2023

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS i Superviser: Le Thi Oanh M.A.

ACKNOWLEDGEMENT

This graduation thesis could not be finished without the invaluable
help, advice, and encouragement of our beloved teachers, friends, and family.

First of all, I would like to send deep gratitude to the teachers at the
Faculty of English- Duy Tan University for their dedication to conveying
valuable knowledge to me during my study time at the school. They also
created a good condition for me to have opportunities to hand in the practical
job and gained good valuable experience. I also thank Ms. Oanh - my
supervisor for not only giving me comments on how to handle problems but
also answering all my questions about my Graduation paper.

Secondly, I would like to thank the director of Century Hotel Danang
for creating a good environment for me to practice and hone my skills related
to the major I am studying.

Third, I would like to express my sincerest thanks to the staff of

Century Hotel Danang who have helped me a lot. The practical knowledge
they provide will be extremely useful for my work and life in the future.

Finally, I thank my friends and especially my family who give me
encouragement, support, and inspiration as well as the greatest caring during
the process of doing the paper.

Yours sincerely,
Phuong

Cao Thi Phuong

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS ii Superviser: Le Thi Oanh M.A.

STATEMENT OF AUTHORSHIP

Except where reference is made in the text of the graduation thesis, this
thesis contains no material published elsewhere or extracted in the whole or in
part from a graduation thesis by which have qualified for or been awarded
another degree or diploma.

No other person's work has been used without due acknowledgment in
the graduation thesis.

This graduation thesis has not been submitted for the award of any
degree or diploma in any other tertiary institution.

Da Nang, May 24th, 2023

CAO THI PHUONG

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS iii Superviser: Le Thi Oanh M.A.

ABSTRACT

This graduation report focuses on the actual situation of Century
Danang Hotel. In particular, I practice analyzing the actual operation of the
front desk department and come up with some solutions to improve service
quality at Century Danang Hotel. In my article, I present the difficulties I am
facing and useful solutions to improve the service quality of the front desk
department at the hotel. Finally, I will summarize the content of the
graduation thesis and give suggestions to lecturers, students as well as Duy
Tan University. After discussing these issues, I hope Century Hotel Danang
will improve the service quality at the front desk and attract more and more
tourists to the hotel.

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS iv Superviser: Le Thi Oanh M.A.

LIST OF TABLES

Table 3.1: Types of rooms and their prices.....................................................25
Table 4.1: Revenues of Century Hotel Danang over 3 Years 2020, 2021, and
2022.................................................................................................................39
Table 4.2: The number of Guests to Century Hotel Danang over the year of

2020, 2021, and 2022......................................................................................41
Table 4.3: Facilities and Equipment of Front Office Area at Century Hotel. .45
Table 4.4: Century Hotel Reception Team......................................................46
Table 4.5: Gender and age of Reception staff.................................................47
Table 4.6: Guests' Evaluation of the Morden Level facilities.........................48
Table 4.7: Guests’ Evaluation of Staff’s Attitude...........................................49
Table 4.8: Guests’ Evaluation of Staff’s problem solving skill......................50
Table 4.9: Guests’ Evaluation of Staff’s Serving Process..............................51

i.

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS v Superviser: Le Thi Oanh M.A.

LIST OF FIGURES, DIAGRAM

Figure 3.1: Organization Diagram at Century Hotel Danang.........................22
Diagram 3.1: The Organization Structure of the Reception Department at
Century Hotel Danang.....................................................................................32
Figure 4.1: Guests Structure by Area in the 2020, 2021 and 2022 period......42

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS vi Superviser: Le Thi Oanh M.A.

LIST OF ABBERVIRATION

F&B: Food and Beverage
FO: Front Office

HK: Housekeeping
HR: Human Resource

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 7 Superviser: Le Thi Oanh M.A.

TABLE OF CONTENTS

ACKNOWLEDGEMENT.....................................................................i
STATEMENT OF AUTHORSHIP.....................................................ii
ABSTRACT..........................................................................................iii
LIST OF TABLES...............................................................................iv
LIST OF FIGURES, DIAGRAM........................................................v
LIST OF ABBERVIRATION.............................................................vi
TABLE OF CONTENTS....................................................................vii
CHAPTER 1: INTRODUCTION........................................................1

1.1. Rationale.......................................................................................1
1.2. Aims and Objectives....................................................................2
1.3. Scope of the Study........................................................................2
1.4. Method of the Study.....................................................................3
1.5. Organization of the Study............................................................3
CHAPTER 2: THEORETICAL BACKGROUND............................5
2.1. Conception of Hotel.....................................................................5

2.1.1. Definition of Hotel.............Error! Bookmark not defined.
2.1.2. Classification of Hotel.........................................................5
2.1.3. Features of Hotel Business...................................................7
2.2. The Reception Department.........................................................11

2.2.1. Introduction to the Reception Department........................11
2.2.2. The Tasks of a Receptionist in the Hotel..........................11
2.2.3. The Roles of the Reception Department...........................12
2.2.4. The Organization Structure of the Reception Department12
2.2.5 The Processes of Room Services in the Hotel...................14

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 8 Superviser: Le Thi Oanh M.A.

2.2.5.1. The period preceding the guest's arrival at the
hotel..................................................................................14
2.2.5.2. Hotel check-in and reception...............................15
2.2.5.3. The period of guests service during the stay.......15
2.2.5.4. Payment and see-off stage...................................16
2.2.6. Requirements for the Staff of the Reception Department. 16
2.2.6.1. Physical form requirements.................................16
2.2.6.2. Professional Qualifications and Knowledge.......16
2.2.6.3. Language and computer requirements................17
2.2.6.4. Professional ethics requirements.........................17
2.3. Service Quality of the Reception Department in the Hotel........17
2.3.1. Concept of Service Quality...............................................17
2.3.2. Factors affecting service quality at the front desk............18
2.3.2.1. Workforce............................................................18
2.3.2.2. Infrastructure.......................................................18
CHAPTER 3: CASE DESCRIPTION...............................................20
3.1. Century Hotel Danang Overview...............................................20
3.1.1. Genneral Introduction.......................................................20
3.1.2. Operation System of Centtury Hotel Danang ..................22
3.1.2.1. Functions and Tasks of Each Department at

Century Hotel Danang......................................................23
3.1.2.2. Resources of Century Hotel Danang...................24
3.2. The Reception Department at Century Hotel Danang...............31
3.2.1. Organization Structure of Reception Department.............31
3.2.2. Characteristics and Competencies of The Front Office Staff
.....................................................................................................36
3.2.3. Working Hours and Split- shift activities..........................36

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 9 Superviser: Le Thi Oanh M.A.

3.2.4. Service Process of The Receptionist.................................37
CHƯƠNG 4: ANALYSIS AND EVALUATION.............................39

4.1. Analysis of Revenue and Number of Tourists to Century Hotel
Danang..............................................................................................39

4.1.1. Revenue.............................................................................39
4.1.2. Number of Tourists ..........................................................40
4.2. Analysis of Reception Service Quality at Century Hotel Danang
...........................................................................................................44
4.2.1. Analysis of Facilities and Reception Staff .......................44

4.2.1.1. Facilities .............................................................44
4.2.1.2. Reception Staff ....................................................46
4.3. Guests' Evaluation of Reception Service Quality at Century
Hotel Danang.....................................................................................48
4.3.1. Guests’ Evaluation of Hotel Facilities..............................48
4.3.2. Guests’ Evaluation of Receptionist Staff’s and Attitude. .49

4.4. General Evaluation of the Strengths and Weaknesses of The
Service Quality of the Front Office Department at Century Hotel
Danang..............................................................................................52
4.4.1.Strengths.............................................................................52
4.4.2. Weaknesses.......................................................................52
CHAPTER 5 : DIFFICULTIES AND SOLUTIONS.......................54
5.1. Difficulties..................................................................................54
5.2. Solutions.....................................................................................54
5.2.1. Facilities............................................................................54
5.2.2. Professional qualifications................................................55
5.2.3. Language proficiency........................................................55
CHAPTER 6: CONCLUSION AND SUGGESTIONS....................56

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 10 Superviser: Le Thi Oanh M.A.

6.1. Conclusion..................................................................................56
6.2. Suggestions.................................................................................57

6.2.1. Suggestions for the Facilities of Century Hotel Danang...57
6.2.2. Suggestions for the Front Office Department...................57
6.2.3. Suggestions for the English Faculty of Duy Tan University
.....................................................................................................58

REFERENCES
QUESTIONNAIRE

SUPERVISOR'S COMMENTS

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 1 Superviser: Le Thi Oanh M.A.

CHAPTER 1: INTRODUCTION

1.1. Rationale
Today, people's lives are increasing, they not only have adequate

material needs but also spiritual satisfaction needs such as entertainment
and travel. Therefore, tourism is one of the promising industries.
Vietnam's tourism industry was born later than other countries in the
world, but its role is undeniable. Tourism is a "smoke-free industry",
bringing GDP income to the economy, creating all jobs for tens of
thousands of workers, and contributing to spreading the image of
Vietnam to the world. Vietnam's tourism products mainly rely on
available resources and culture. Therefore, to bring Vietnam's tourism
more developed, we need to promote our potential and strengths. To
achieve the assigned goals and tasks of building the tourism industry
into a spearhead economic sector, improving service quality, developing
more tourism products, and increasing the length of stay, The tourism
industry needs to find specific solutions to effectively develop the hotel
sector in 2023 and the coming years. From there, requires businesses to
focus on providing quality services to satisfy the needs of tourists. The
hotel business has always occupied an important position in the tourism
industry, bringing great economic benefits to the country. Referring to
tourist destinations, we cannot fail to mention Da Nang – which is
known as the "livable city" of Viet Nam.

Over time, Da Nang has increasingly shown itself to be an ideal

destination for tourists on five continents. Therefore, accommodation
businesses also develop strongly, to provide a full range of services to
meet the needs of tourists. To survive and develop, each hotel needs to

Student: Cao Thi Phuong Page 1

GRADUATION THESIS 2 Superviser: Le Thi Oanh M.A.

improve service quality and create for itself an accompanying brand to
be able to retain and attract customers. The receptionist is the first to
meet the customer and also the last to say goodbye to the guest.
Therefore, what the receptionist shows is the face of the hotel. When
customers review hotels, they usually mention the front desk a lot.
Building a good image in the hearts of visitors is building a brand and
elevating the hotel. During my internship at the reception department of
Century Hotel Danang, I realized that focusing on staff training as well
as improving the quality of service for the reception department is very
necessary, so I decided to choose the topic: " An Investigation into the

Real situation and solutions to improving the quality of service at

reception department of Century Hotel Da nang"

1.2. Aims and Objectives
This report was made to study the current situation of the front

desk department at Century Hotel Danang and from there to suggest
solutions to improve the service quality of the front desk department at
the hotel. From there, I will give the most overview of the F.O service
as well as the strengths and weaknesses of this department. On the basis

of what I have researched, I will propose specific solutions to promote
strengths, overcome weaknesses in order to improve service quality and
attract more and more tourists.

1.3. Scope of the Study
The study highlights the current situation, strengths, and

weaknesses of the ministry reception in general as well as at Century
Hotel Danang.

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 3 Superviser: Le Thi Oanh M.A.

Data and documents are collected from Century Hotel Danang to
study for the period 2020 to 2022 and propose solutions for the coming
years.

1.4. Method of the Study
In this report, I have used several supporting methods. First, I

used the observation method to get information and data by contacting
the hotel staff and the accounting department to get the necessary data.
Second, I use a descriptive method to represent the service quality of the
front desk department. Finally, I collect important data then analyze and
evaluate.

1.5. Organization of the Study
 CHAPTER 1. INTRODUCTION

The first chapter introduces the Rationale, Aims and Objectives,
Scope of the study, Method of the study, and Organization of the study.
 CHAPTER 2. THEORETICAL BACKGROUND

The second chapter expounds on the theoretical background of the
research topic.
 CHAPTER 3. CASE DESCRIPTION

The third chapter describes an overview of Century Hotel Danang in
general, the front desk department in particular, and the status of service
quality of the FO department at this hotel.
 CHAPTER 4. ANALYZING AND EVALUATING

The fourth chapter highlights the strengths and weaknesses of the
department and presents data on analyzing and evaluating the
performance of the Reception department at Century Hotel Danang
from 2021-2023.

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 4 Superviser: Le Thi Oanh M.A.

 CHAPTER 5. DIFFICULTIES AND SOLUTIONS
The fifth chapter identifies challenges and provides solutions.

 CHAPTER 6. CONCLUSION AND SUGGESTIONS
In the end, I will make conclusions and propose suitable solutions

for Century Hotel Danang.

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 5 Superviser: Le Thi Oanh M.A.

CHAPTER 2: THEORETICAL BACKGROUND

2.1. Concept of Hotel

2.1.1. Definition of Hotel
The hotel is a solid architectural work, with many floors and many

bedrooms outfitted with specialized equipment, facilities, and furniture
for doing business in accommodation, catering, and other services. other
additional services. The hotel is classified according to the number of
stars, from 1 to 5, depending on the content and users.

The hotel is a popular accommodation business around the world,
ensuring the quality and amenities required for the accommodation
business while meeting a variety of rest, dining, entertainment, and
other requirements. other services during the guest's stay at the hotel,
and the motive and purpose of the trip.

A hotel is defined as a type of business that is legally established and
registered.

2.1.2. Classification of Hotel
To meet the needs of accommodation as well as resort tourism, the

hotel system has evolved in many different forms throughout the world,
including in Vietnam. Hotels are classified according to the following

main criteria based on a variety of factors:

By star standard:
 One star hotel
 Two-star hotel
 Three-star hotel
 Four-star hotel
 Five-star hotel

By room size:

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 6 Superviser: Le Thi Oanh M.A.

 Small hotel: 1 to 150 rooms
 Medium hotel: 151 to 400 rooms
 Large hotel: 401 to 1500 rooms
 Mega hotel: over 1500 rooms

Based on geographical location, they are classified into the

following types:
 Resort hotel
 Suburban hotel
 City center hotel
 Transit hotel
 Highway Hotel- Motel

Classified by target market

According to this classification, the most popular hotel types include:

 Trade hotel
 Tourist hotel
 Apartment hotel for rent
 Casino hotel

Classification of hotels according to the level of services

provision
According to this classification criterion, the hotel system is divided
into four types:

 Luxury hotel
 Full-service hotel
 Limited service hotel
 Economy hotel

Classification of Hotels by ownership type

Student: Cao Thi Phuong Student code: 25203113722

GRADUATION THESIS 7 Superviser: Le Thi Oanh M.A.

Based on the Enterprise Law 2005 hotels classified by ownership
include the following types:

 State Hotel
 Joint stock hotel
 The hotel was established under a limited company

 Private hotel
 Joint venture hotel

Classification of hotels by degree of association
According to this classification criterion, hotels are classified into the
following categories:

 Independent hotel
 Group hotel

2.1.3. Features of Hotel Business

Characteristics of Products and Services in The Hotel

 Hotel products and services are intangible
Because goods and services are intangible, neither the seller nor the

buyer can inspect them before selling or purchasing. When customers
use products and services, they only feel and experience them.

 Products and services cannot be stocked
Hotel service production and consumption processes are nearly

identical in location and time; if a room is not occupied in a day, there is
an income loss that cannot be recovered.

 Products and services in the hotel are diversified and integrated
Diversity is reflected in the fact that a service product has many

different types of products to meet many different customer needs (for

example, in accommodation services, there are many different types of
rooms and rooms). Staying at a hotel that provides many different

Student: Cao Thi Phuong Student code: 25203113722