An investigation into the real situation and some solutions for improving the service quality of the receptiondepartment at da nang golden bay hotel

DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL
SITUATION AND SOME SOLUTIONS FOR
IMPROVING THE SERVICE QUALITY OF THE
RECEPTIONDEPARTMENT AT DA NANG GOLDEN
BAY HOTEL.

GRADUATION PAPER IN ENGLISH LINGUISTICS

DA NANG, 2023


DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL
SITUATION AND SOME SOLUTIONS FOR
IMPROVING THE SERVICE QUALITY OF THE
RECEPTIONDEPARTMENT AT DA NANG GOLDEN
BAY HOTEL.

Major : English for Tourism
SUPERVISOR

: DUONG HUU PHUOC, M.A

STUDENT

: LE THI THAO BANG

CLASS

: K25 NAD8

STUDENT CODE : 25203204642

DA NANG, 2023


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Supervisor: Duong Huu Phuoc,M.A

ACKNOWLEDGEMENTS

To teachers in Duy Tan university!
To my supervisor – Mr. Phuoc !
During the 4 years of studying at Duy Tan School, I thank the teachers and
friends for their dedication to helping me become more and more perfect in
studying and doing graduation work like today. Above all, thanks to everyone's
enthusiastic guidance, I have accumulated more valuable experiences for myself
later on.
Each of us will never be successful without the sincere support and suggestions

from everyone so that we can be more and more developed, whether it is indirect or
direct help.
First of all, I would like to thank Mr. Duong Huu Phuoc, who gave me deep and
sincere suggestions for me to adjust during the internship report making journey as
well as the graduation project. He is not only a guide but also a brother who gives
useful advice and has passed on experiences that I will never forget.
Second, with deep gratitude, I would like to thank the teachers of the Foreign
Language Department of Duy Tan University for imparting knowledge from
studying to society during the past 4 years.
Third, and not least important, I would like to extend my deep gratitude to family
and friends who have always stood by and encouraged all my problems and learning
paths in the past.
Finally, I would like to wish all teachers good health and success in their
teaching careers.
Sincerely,
Le Thi Thao Bang

Student: Le Thi Thao Bang

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STATEMENT OF AUTHORSHIP
I declare that, to the best of my knowledge, this paper contains no previously

published content. It does not use any material previously submitted for a degree or
certificate at my university, in whole or in part, unless a proper reference is included
in the text.
Without acknowledgment in the graduation paper, no other person's work has
been utilized.
This graduation paper has not been submitted to any other tertiary institution
for the award of a degree or diploma.
Danang, April 5th 2023
Student
Le Thi Thao Bang

Student: Le Thi Thao Bang

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ABSTRACT

This research intends to investigate the theoretical and practical issues
surrounding an examination of the real scenario, in order to determine the benefits
and drawbacks of Da Nang Golden Bay hotel's quality-based services. The goal of
this research was to offer and recommend some ways to improve the quality of
service at Da Nang Golden Bay hotel.
Furthermore, the hotel's service quality had a direct impact on tourist
satisfaction.

I was confident that my suggestions would aid the hotel in exceeding client
expectations and contribute to the growth of the Da Nang hospitality industry as a
result of the survey about the issues.

Student: Le Thi Thao Bang

Code: 25203204642


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TABLE OF CONTENT
ACKNOWLEDGEMENTS.......................................................................................i
STATEMENT OF AUTHORSHIP.........................................................................ii
ABSTRACT............................................................................................................. iii
CHAPTER 1: INTRODUCTION............................................................................1
1.

Rationale..........................................................................................................................1

2.

Aims and Objectives........................................................................................................2

3.

Scope of the study............................................................................................................2

4.

Method of study...............................................................................................................2

5.

Organization of the study................................................................................................3

CHAPTER 2: THEORETICAL BACKGROUND..................................................4
2.1.Concepts of Hotel...................................................................................................................4
2.1.1. Concepts of Hotel Business...........................................................................................4
2.1.1.1. Definition.................................................................................................................4
2.1.1.2. Classifications of hotel............................................................................................5
2.1.1.3. Classification of Hotel.............................................................................................7
2.1.1.4. The function of hotel business..............................................................................10
2.1.2. Products of Hotel.........................................................................................................11
2.1.2.1. Definitions............................................................................................................11
2.1.2.2. Characteristics products of hotel.........................................................................11
2.2. Reception Department.......................................................................................................12
2.2.1. Definitions of Reception Department.........................................................................12
2.2.2. Missions of Reception Department.............................................................................12
2.2.3. Working procedure of Reception Department..........................................................13
2.2.3.1. Working procedure of Reception Department...................................................13
2.2.3.2. Qualities of the reception department.................................................................14
2.2.3.3. Role of the reception department........................................................................15

CHAPTER 3: CASE DESCRIPTION...................................................................17
3.1. General information on Da Nang Golden Bay hotel........................................................17

3.1.1. An overview of Da Nang Golden Bay Hotel...............................................................17
3.1.2. The Organization Structure Chart of Danang Golden Bay Hotel...........................19

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3.1.3. The labor at Da Nang Golden Bay Hotel...................................................................22
3.1.4. Reception Department’s staff.........................................................................................23
3.2. Hotel Room of Da Nang Golden Bay Hotel......................................................................25
3.2.1. The restaurant of Da Nang Golden Bay Hotel...........................................................28
3.2.2. Additional services.......................................................................................................30
3.3.1. Working hours.............................................................................................................32
3.3.2. English Level of Receptionist......................................................................................32
3.4. The serving process of reception department at Danang Golden Bay Hotel..................32

CHAPTER 4: ANALYSIS AND EVALUATION..................................................35
4.1. The Reality of the service quality of the Reception Department of Danang Golden Bay
Hotel...........................................................................................................................................35
4.1.1. The Real Situation of Guest’s Arrival at Da Nang Golden Bay from 2020 to 2022 35
4.1.2.

Overall evaluation of the reception department of Da Nang Golden Bay Hotel.

36

4.1.2.1. Guests’s evaluation about facilities and equipment of the reception
department at Da Nang Golden Bay Hotel............................................................37
4.1.2.2.

Guests’s evaluation about the staff of Da Nang Golden Bay Hotel............38

4.3.General evaluation of the strengths and weaknesses of the Services quality of the Front
Office Department at Da Nang Golden Bay Hotel..................................................................40
4.4. Strengths and Weakeneses.................................................................................................40
4.4.1. Strengths......................................................................................................................40
4.4.2. Weaknesses...................................................................................................................41

CHAPTER 5. DIFFICULTIES AND SOLUTIONS.............................................42
5.1. Difficulties...........................................................................................................................42
5.2. Solutions..............................................................................................................................42

CHAPTER 6: CONCLUSIONS AND SUGGESTION.........................................45
6.1. Conclusions.........................................................................................................................45
6.2. Suggestions..........................................................................................................................46
6.2.1.

Suggestions for the overall issues..........................................................................46

6.2.2. Suggestions for Duy Tan University...........................................................................49

SUPERVISOR’S COMMENTS...........................................................................55

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LIST OF TABLES
Table 1. The Structure of labor of the Reception Department at Da Nang Golden
Bay Hotel..............................................................................................................34
Table 2. Hotel room Domestically........................................................................39
Table 3: Hotel’s room international .....................................................................39
Table 4: Reception Department’s facilities ...........................................................50
Table 5: Structure of guest coming to Da Nang Golden Bay from 2020 to 2022......
.............................................................................................................................. 51

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LIST OF CHARTS AND DIAGRAMS

Figure 1: Organization of Danang Golden Bay Hotel..............................................31
Figure 2: Organizational structure of FO Department in Danang Golden Bay Hotel. .
................................................................................................................................ 45
Chart 1: Number of visitors to Da Nang Golden Bay Hotel in recent......................51
Chart 2: The general guest’s assessment of the facilities of the Reception
Department
at
Da
Nang
Golden
Bay
Hotel
................................................................................................................................
54
Chart 3: The customer’s review about staff of receptionist......................................55

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CHAPTER 1: INTRODUCTION

1. Rationale
After being severely impacted by the COVID-19 pandemic, the tourism
industry is on the rebound. The tourism industry's growth benefits not only tourism
businesses, but it also generates favorable conditions for other industries to grow.
The tourism industry has never been hot in the international market, and Vietnam is
no exception. It accounts for about 65% of the economic share of the nations.
Thanks to the development of tourism, hotels, large and small, began to be born and
develop from there. I myself am pursuing the tourism industry, and I always wish
that tourism in Vietnam in general as well as in Da Nang in particular would attract
tourists from domestic to overseas each year. And more importantly, when our
country's tourism develops, it will be indispensable for hotels big and small to be
cared about; it will be an important "link" to contribute to the country's tourism
development strategy. Especially when it comes to the hotel, it will be indispensable
for the reception team and the accommodation and dining services here.
And above all, Da Nang has more and more hotels in close proximity to each other,
which makes the competitiveness of hotels more and more fierce. Therefore, the
quality of the reception staff is always the top priority of the hotel.
Along with the recovery of tourism, the tourist sector in Da Nang City is working
hard to resurrect the industry's growth. During my internship at the Da Nang Golden
Bay Hotel, I recognized the importance and urgency of reception and the quality of
guest service provided by the reception department. In fact, the hotel must
constantly enhance product quality and server quality on a regular basis, as well as
publicize the business brand more widely, in order to remain stable and grow in the
future. As a result, I chose the topic "AN INVESTIGATION INTO THE REAL
SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE
QUALITY OF THE RECEPTION DEPARTMENT AT DA NANG GOLDEN
BAY HOTEL".

Student: Le Thi Thao Bang

Code: 25203204642


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2. Aims and Objectives.
This paper aims to investigate the actual situation of the reception department at
the Da Nang Golden Bay Hotel. Objective: steps to achieve aims So there are 3
main contents that I will mention to achieve aims :
- General introduction and current situation of the reception department at the Da
Nang Golden Bay Hotel.
- Analyzing the quality of customer service of the Da Nang Golden Bay
reception department.
- Providing a number of measures to promote the service quality of the reception
department at Da Nang Golden Bay Hotel.
3. Scope of the study.
Da Nang Golden Bay Hotel is the research subject. In this study, I will focus on
the following three points:
Firstly, I used the methods of investigation and collection of the figures from the
reception department of the Da Nang Golden Bay Hotel regarding the facility’s
structure, hotel facilities, and guest arrivals, all of which were collected between
2020 and 2022.
Secondly, we will assess the reception department’s customer service quality.
Finally, appropriate measures will be taken to improve the quality of the
receptionist team.
4. Method of study.

Methods are collected from the literature of books, articles, and websites related
to the hotel and reception departments. Process analysis to include all arguments.
Methods of analysis and evaluation: after getting the necessary information, I
will analyze and comment on the service quality of the Danang Golden Bay
reception department.

 Method of Collection.
 Method of Description.
 Method of Observation.
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 Method of Analysis.
5. Organization of the study.
The topic structure consists of three parts:
Part A: In this part, you will introduce the graduation paper, including its
rationale, aims and objectives, scope, method and organization.
Part B includes:
Chapter II: Presenting the theoretical basis for this graduation paper.
Chapter III: General Description of the Danang Golden Bay Hotel
Chapter IV: Analyzing the Actual Situation of the Receptionist Department
Chapter V is the conclusion and the solution.

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CHAPTER 2: THEORETICAL BACKGROUND
2.1.Concepts of Hotel
The term "hotel" is derived from France, where people used to stay overnight in
the early years of the twentieth century. According to the 1995 book "Wellcome to
Hospitality", the hotel is a place where anyone can pay to rent a room to stay
overnight and have at least two small rooms (bedroom and bathroom). In addition to
bedroom service, other services available include luggage transport services, a
business center (with photocopying facilities), a restaurant, a bar, and some
entertainment services. In the book "Interpretation of the term tourism and hotel" by
the Faculty of Tourism and Hotel, National Economics University has added a
highly generalizable definition that can be used in academics and Hotel knowledge
in Vietnam. The hotel is a popular accommodation business in the world, ensuring
the quality and amenities necessary for the business, meeting some requirements for
relaxation, dining, and entertainment..
2.1.1. Concepts of Hotel Business
2.1.1.1. Definition
Hotel business is the business activities of tourist accommodation
establishments based on the provision of accommodation, food and beverage

services and additional services to meet the temporary stay needs of tourists. It is
understood as the business activities of tourist accommodation establishments based
on the provision of accommodation, food and beverage services and additional
services to meet the temporary stay needs of tourists. The type of business involved
in hotel business is just the business of providing overnight accommodation for
non-paying visitors from households. To retain customers and increase revenue and
profit, the inn owners have organized to provide more services to serve the needs of
guests. The function of the concept of "hotel business" is the business of two main
types of services, which are bedroom rental services and catering services, as well
as supplementary services for tourists such as sports, outdoor entertainment,
healthcare, laundry, internet, meeting room rental, hosting seminars, conferences,…

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2.1.1.2. Classifications of hotel
 Tourist accommodation establishments are facilities for renting rooms, beds
and providing services, in particular the hotel. They are classified into many
categories based on geographical location, service level, price, scale, ownership and
management forms.
 According to geographical location:
•

City Hotel (Pubic Hotel): it is built in big city centres or densely populated

urban centres in order to serve visitors for public purposes, family visits, shopping
or cultural tours. In Vietnam, high-ranking city hotels are concentrated in the large
city (Danang, Hanoi, HoChiMinh, etc.).
•

Resort Hotel: this type is built in resort based on natural resources such as

beach or mountain hotels. Guests come here mainly for relaxation. There are few
visitors studying the ecological environment. Resort hotels are often subject to
climate conditions, thus those work seasonally. In Vietnam, resort hotels are
constructed on the big beaches in Danang, HaLong, etc.
•

Suburban Hotel: it is built on the outskirts of the city or urban centres. The

main guest market of this hotel is a medium or low paying customer.
•

Highway Hotel: it is built along the national highways to serve passengers

who travel on national highways and use vehicles or motor.
•

Airport Hotel: it is built near major international airports. Guests of this type

hotel are passengers of airlines stopping at international airports due to compulsory
schedules or an unexpected reason.

 According to the service levels:
•

Luxury Hotel: this is the highest ranking hotel, corresponding to 5-star hotel

in Vietnam. A large-scale hotel is equipped with expensive luxury facilities. This
type of hotel offers the top level of additional services, especially the additional
services in room, outdoor entertainment services, beauty services, etc. The products
also are sold at the highest price in the marketplace.

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Full Service Hotel: these are hotels selling products with the second highest

price in the market, corresponding to 4-star hotels in Vietnam. The hotel market of
these hotels has high solvency. In addition, the hotel offers full service, parking,
restaurants, room services and a limited number of outdoor added services.
•

Limited service Hotel: this type is medium-sized and corresponds to three-

star hotel in Vietnam. The hotel products sell at the average price (the third highest)
in the market. These hotels offer only a limited number of services.
•

Economy Hotel: this is a small hotel with a low rank (from one to two stars).

Selling prices of products also are low (below medium price) in the market. These
hotels do not necessarily need to have catering services, but there must be some
simple additional services such as laundry service, information service, free Wi-Fi,
etc.
 According to the price of accommodation products:
•

Luxury Hotel: the hotel has the highest selling price. The market price of

products is 85 or higher on the measure.
•

Up- scale Hotel: the hotel sells products to the market at relatively high

price, in the range of 70-85 on the measure.
•

Mid- price Hotel: the hotel sells products to the market at the medium price,

in the range of 40-70 on the measure.
•

Economy Hotel: the hotel sells products to the market at reasonably low

price, in the range of 20-40 on the measure.
•

Budget Hotel: the hotel has the lowest selling price. Price range from 20 or

less on the measure.
 According to the scale hotel: based on the number of the chamber according
to the design of the hotel that the hotel is divided into the following types:
•

Large-scale Hotel: the hotel has five star rank (as a rule must have large

scale), corresponding to the number of the room is 200 or over.
•

Medium-scale Hotel: there are hotels which have a number of rooms from 50

to 200.

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Code: 25203204642


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Small-scale Hotel: the hotel has a number of rooms that is located in the

lower limit of the ranking according to the criteria.
 According to the ownership and management forms:
•

Private Hotel: the hotel has an investor who is an individual or limited

liability company. The owner manages and operates the hotel business. They are
also responsible for the final business results of the hotel.
•

State Hotel: the initial capital hotel is owned by the state, run by an

organization or a state-owned company that manages and operates the hotel
business. That organization is also responsible for the final business results of the
hotel.
•

Joint Venture Hotel: the hotel is invested by two or more investors to build

and purchase equipment. In terms of management, there may be two or more
partners involved in operating and managing the hotel.
2.1.1.3. Classification of Hotel
The hotel industry is a profit-making enterprise that provides lodging, catering,
and other services to visitors in order to meet their demands for food, lodging, and
entertainment in tourist destinations. It also sells items from other sectors of the
economy, such as agriculture, processing, light industry, banking, postal and

telecommunications services, transportation, power, and water. The term "hotel
business" originally referred to the activity of providing lodging for visitors in
hotels and inns, but has extended to include campgrounds, tourist villages, hotels apartments, and motels. The most basic of business activities is meeting the needs
of guests for lodging, which is why this form of business is known as "hotel
business". The hotel industry's content is becoming increasingly diverse and
broadened, and today's definition of hotel industry encompasses the provision of
extra services. In the broadest sense, the hotel industry can be described as follows:
"A hotel business is a profit-making enterprise that provides lodging, catering, and
other services to visitors in order to meet their demands for food, lodging, and
entertainment in tourist destinations".”.

Student: Le Thi Thao Bang

Code: 25203204642


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Classification Based on Size

Using the size parameter, hotels can be classified into;


Small Hotels:These are hotels whose number of guest rooms does not

exceed 25.


Medium Hotels: They include hotels with the number of guest rooms

ranging between 26 and 100.


Large Hotels: These are hotels whose number of guest rooms ranges

between 101 and 300.


Very large Hotels: These are hotels with more than 300 guest rooms.



Classification Based on Star

This categorization rates hotels on a scale of 1-5, as listed below;
+ 1 Star Hotels: Are small hotels under the management of a proprietor. They
are characterized by a personal atmosphere and are often located near affordable
attractions. They need to have 10 lettable bedrooms or more, 25% of which should
be equipped with an attached bathroom, and 25% of the bathrooms should be
equipped with Western WCs. The reception counter should have a telephone for
guests to use.
+ 2 Star Hotels: These hotels should be developed in a suitable locality with
beautiful surroundings, have a reception counter with a telephone, all private and
public rooms should be equipped with air conditioning, and hire experienced,
efficient and courteous staff. They should have 10 lettable rooms, 75% of which

should have attached bathrooms fitted with showers, and 25% of the rooms should
be equipped with air conditioning. Each guest room should have telephone services,
a radio or background music, and high-standard luxurious furniture.
+ 3 Star Hotels: They have spacious accommodation, decorated lobbies, and
efficient staff. They are located in business areas with high-standard environs and
have furnished dining rooms, air conditioning, furniture, carpets, and curtains. They
also have a reception, information, finance counter, and conference facilities, as

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well as laundry and housekeeping services. Each guest room should have telephone
services, radio, or background music.
+ 4 Star Hotels: These hotels have a reception, information, finance counter, and
conference facilities, 25 lettable rooms with long baths, a separate special restaurant
with dancing facilities, telephone services, radio, and background music, and a
separate special restaurant with dancing facilities.
+ 5 Star Hotels: Hotels must have a reception, information and finance counter,
conference facilities, 25 lettable rooms with long baths, laundry service, high-end
housekeeping services, telephone services, radio or background music, swimming
pool, and ample parking space. They must also have a swimming pool and ample
parking space.



Classification based on Location and Clientele.



Downtown Hotels.



Sub-urban Hotels.



Resort Hotels.



Airport Hotels



Motels



Floatels



Rotels



Commercial or Business Hotels



Transient Hotels



Boutique Hotels



Residential Hotels



Suite Hotels



Bed and Breakfast Hotels



Casino Hotels



Conference Centers



Classification Based on Staying Duration

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 Commercial Hotels: People can only stay in these hotels for a few days or a
week.
 Transient Hotels: These are hotels in which most of the guests (75%) are enroute residents who stop to spend a short period at the hotel before proceeding with
their journey.
 Semi-resident Hotels: They are hotels that accommodate people staying for
some weeks or months before moving to another location.
 Apartment or Residential Hotels: These hotels are apartments offering a
dining room, meal service, and maid service. They can be luxurious or moderately
priced, and their rooms are usually sold on a yearly or monthly basis. Residential
Hotels have operational restaurants, telephone services, as well as valet and laundry
services.

 Extended-Stay Hotels: Hotels are lodging-like hotels with features that
provide home-like amenities. They offer discounts of about 7 days for extended
stays and guest rooms complete with kitchens. Guests can stay for a period ranging
from one week to 6 months, and the guest rooms are well-furnished with linen and
have stocked kitchens. Housekeeping services are offered on either a weekly or
daily basis, as well as swimming pools, tennis courts, fitness centers, and limited
meals and drinks.
2.1.1.4. The function of hotel business
The most important details in hotel operations are resolving the price-quality
relationship. If the quality increases without regard to the cost, the cost will
increase, dissatisfied customers will lose them, or if the price is not increased, the
customer's profit will decrease. In the long run, a high quality of service compared
to a certain price point will create popularity, bring in customers, and increase
revenue and profitability:


Price constraints: Price is decided by the market, strongly influenced by

competition.

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Constraint on resources: business activities within the limits of ability to

mobilize capital, to attract labor, the ability of suppliers.


Social constraints: The hotel must research the characteristics of the hotel

industry and its own characteristics to find the most reasonable organizational plan
suitable for its characteristics and conditions.
- Hotel business requires a large investment capital, high maintenance costs, and
labor. To satisfy customers' needs, the hotel is constantly expanding and
diversifying its products. However, if the business activities are not well organized,
the rhythmic coordination between departments can lead to dysfunction.
- The target audience in the hotel business is tourists, who have diverse and
demanding needs. They have high liquidity and require proper organization,
research, and monitoring to ensure quality. Hotel managers must have artistic
intellectuals to show their office and manage, as experience is not enough.
2.1.2. Products of Hotel
2.1.2.1. Definitions
In the hospitality industry, product is not just a tangible object. The product
definition is extended to include the following: experiences, people, places,
organizations, information and ideas. Consumers decide where to visit, where to
stay, what to eat and what entertainment they wish to see. All of these are viewed as
products by the consumer.
2.1.2.2. Characteristics products of hotel
Hotel products are all the services and goods that the hotel offers to meet the
needs of customers from the time they first contacted the hotel to register their
rooms until the consumption is complete and leaves. out of the hotel.



Classify

From the perspective of the presentation form, we can see that the hotel's
products include:
- Commodity products: Hotels provide tangible products such as food,
beverages, souvenirs, other goods sold in the hotel business, which are owned by

Student: Le Thi Thao Bang

Code: 25203204642