An investigation into the reality and some solutions for improving the housekeeping department’s service quality at belle maison parosand danang hotel

TR
AN
TH
I
NG
OC
HA
–
GR
AD
UA
TI
ON
PA
PE
R
IN
EN
GL
ISH
LIN
GU
IST
ICS
202
3

DUY TAN UNIVERSITY
FACULTY OF ENGLISH

TRAN THI NGOC HA

AN INVESTIGATION INTO THE REALITY AND
SOME SOLUTIONS FOR IMPROVING THE
HOUSEKEEPING DEPARTMENT’S SERVICE
QUALITY AT BELLE MAISON PAROSAND
DANANG HOTEL

GRADUATION PAPER IN ENGLISH LINGUISTICS

DA NANG, 2023


DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REALITY AND SOME
SOLUTIONS FOR IMPROVING THE HOUSEKEEPING
DEPARTMENT’S SERVICE QUALITY AT BELLE MAISON
PAROSAND DANANG HOTEL

Major: English for Tourism
SUPERVISOR

: LE THI DIEU HUONG, M.A

STUDENT

: TRAN THI NGOC HA

CLASS

: K25 NAD1

STUDENT CODE : 25203208025

DA NANG, 2023


ii
Graduation Thesis

Le Thi Dieu Huong M.A

ACKNOWLEDGEMENTS
Any graduation project to be successful requires help and direction. And I am
very fortunate to receive that from my dear teachers, family and friends.
First of all, I would like to thank Ms. Huong, who's veritably devoted and
enthusiastic. She supported me a lot during the course of the thesis similar as
constantly covering the progress, suggesting important points and showing me how
to write a report in the most scientific way. She gave me a lot of useful advice and
numerous good ideas, from which I was suitable to complete this graduate thesis.
Secondly, I would like to thank the staff at Belle Maison Parosand Danang,
especially the housekeeping staff and the manager - Ms. Trang. I am so grateful
and honored to be working with them, who are always welcoming and never scold
me when I do something wrong. Since then, I have felt familiar with this place
even in just 5 short weeks. In addition, I have also learned a lot of valuable
experiences and lessons through the kindness and tenderness of everyone at Belle
Maison Parosand Danang Hotel.

Thirdly, I would like to thank my dear friends, who always encouraged and
shared when I felt stuck, and gave useful lessons and advice. From their devotion,
I was given the strength to continue to fulfill my dreams as well as gain confidence
in my study and research process.
Last but not least, I would like to express my sincere thanks and gratitude to my
family, especially my parents. They have continuously supported and encouraged
me throughout my studies as well as in the process of writing this report.
I am grateful to all of you. I wish all of you good health and sucess!
Best Regards!
Tran Thi Ngoc Ha
Tran Thi Ngoc Ha

Code: 25203208025


iii
Graduation Thesis

Le Thi Dieu Huong M.A

STATEMENT OF AUTHORSHIP
I hereby certify that the authorship of this thesis submitted today titled: "An
Investigation into the Reality and Some Solutions for Improving the Housekeeping
Department's Service Quality at Belle Maison Parosand Danang Hotel" is the
result of my own research. Unless references are made to the text of the
dissertation, the thesis does not contain material published elsewhere or extracted
in whole or in part by a qualified dissertation or awarded a degree or other
diplomas.
No other person's work has been used without proper acknowledgment in the
thesis.

This thesis has not been accepted for any degree or diploma in any other tertiary
institution.
Danang, April 1st, 2023
TRAN THI NGOC HA

Tran Thi Ngoc Ha

Code: 25203208025


iv
Graduation Thesis

Le Thi Dieu Huong M.A

ABSTRACT
In this graduation report, I would like to find out the current situation as well as
solutions to improve the service quality of the Housekeeping Department at Belle
Maison Parosand Danang Hotel. Housekeeping Department is considered as the
most important basic service segment at the hotel, but in fact the service quality of
this department is not really perfect. Therefore, I will give suggestions and
comments to improve the customer service process for the Housekeeping
Department. Besides, I will also analyze the facilities of Belle Maison Parosand
Danang Hotel. I hope that with this recommendation the hotel will strengthen its
service quality.

Tran Thi Ngoc Ha

Code: 25203208025

v
Graduation Thesis

Le Thi Dieu Huong M.A

TABLES & FIGURES
Table 1: The Facilities of Housekeeping Department at Belle Maison Parosand
Danang
Hotel...........................................................................................................28
Table 2: Labor Structure of Housekeeping Department at Belle Maison Parosand
Danang
Hotel...........................................................................................................30
Table 3: The business situation of Belle Maison Parosand Danang Hotel in the
2020

–

2022

period...........................................................................................................32
Table 4: The number of guests at Belle Maison Parosand Danang Hotel in the
2020

-2022

period.............................................................................................................34
Table

5:

Evaluation

on

the

foreign

language

proficiency

of

staff.............................35
Table 6: Evaluation on the attitude and uniform of the Housekeeping
Department..............................................................................................................36

Figure 1: The Organizational Structure of Belle Maison Parosand Danang
Hotel.21
Figure 2: The Organizational Structure of Housekeeping Department at Belle
Maison

Parosand

Danang

Hotel..............................................................................24
Tran Thi Ngoc Ha

Code: 25203208025


vi
Graduation Thesis

Le Thi Dieu Huong M.A

TABLE OF CONTENTS

ACKNOWLEDGEMENTS............................................................................ii
STATEMENT OF AUTHORSHIP..............................................................iii
ABSTRACT....................................................................................................iv
TABLES & FIGURES....................................................................................v
TABLE OF CONTENTS...............................................................................vi
CHAPTER 1: INTRODUCTION..................................................................1
1.1. Rationale....................................................................................................1
1.2. Aims and Objectives.................................................................................2
1.2.1. Aims.....................................................................................................2
1.2.2. Objectives.............................................................................................2
1.3. Scope of the Study....................................................................................3
1.4. Methods of the Study................................................................................3
1.5. Organization of the Study........................................................................3
CHAPTER 2. THEORETICAL BACKGROUND......................................5
2.1. An overview of the Hotel Industry..........................................................5
2.1.1. Hotel Definition....................................................................................5
2.1.2. Hotel Classification..............................................................................5
Tran Thi Ngoc Ha

Code: 25203208025


vii
Graduation Thesis

Le Thi Dieu Huong M.A

2.2. The Housekeeping Department.............................................................13
2.2.1. Housekeeping Definition....................................................................13
2.2.2. The Function of the Housekeeping Department................................13
2.2.3. The Operations in the Hotel Housekeeping Department...................13
2.2.4. Duties of the Housekeeping...............................................................14
2.2.5. Requirements for the Housekeeping Staff.........................................15
2.2.5.1. Professional requirements and understanding...........................15
2.2.5.2. Foreign language and computer proficiency requirements.......16
2.2.5.3. Professional ethics requirements...............................................17
2.2.5.4. Physical and Appearance Requirements....................................18
CHAPTER 3: CASE DESCRIPTION.........................................................19
3.1. An Overview of Belle Maison Parosand Danang Hotel......................19
3.2. The Organizational Structure and Functions of departments at the Belle
Maison Parosand Danang Hotel...................................................................21
3.2.1. The Organizational Structure of departments at Belle Maison Parosand
Danang Hotel...................................................................................................21
3.2.2. The Functions of departments at Belle Maison Parosand Danang Hotel
.........................................................................................................................21
3.3. The Organization of Housekeeping Department at Belle Maison Parosand
Danang Hotel.................................................................................................24
3.3.1. Introduction about the Housekeeping Department.............................24
3.3.2. The Organizational Structure of Housekeeping Department at Belle

Maison Parosand Danang Hotel......................................................................24
3.4. The Facilities of Housekeeping Department at Belle Maison Parosand
Danang Hotel.................................................................................................28
3.5. Labor Structure of Housekeeping Department at Belle Maison Parosand
Danang Hotel.................................................................................................29
CHAPTER 4. ANALYSIS AND EVALUATION......................................32
Tran Thi Ngoc Ha

Code: 25203208025


viii
Graduation Thesis

Le Thi Dieu Huong M.A

4.1. Analysis....................................................................................................32
4.1.1. Analysis of business situation of Belle Maison Parosand Danang Hotel in
the 2020 - 2022 period....................................................................................32
4.1.2. The number of guests at Belle Maison Parosand Danang Hotel in the 2020
– 2022 period...................................................................................................34
4.2. Evaluation...............................................................................................35
4.2.1. Evaluation on the Housekeeping Department’s Staff........................35
4.2.1.1. Evaluation on the foreign language Proficiency of Staff...........35
4.2.1.2. Evaluation on the Attitude and Uniform of the Housekeeping
Department.......................................................................................................36
4.2.2. General Evaluation about the Service Quality of Housekeeping
Department at Belle Maison Parosand Danang Hotel.....................................37
4.2.2.1. Strengths....................................................................................37
4.2.2.2. Weaknesses................................................................................38

CHAPTER 5. DIFFICULTIES AND SOLUTIONS..................................39
5.1. Difficulties...............................................................................................39
5.2. Solutions..................................................................................................39
CHAPTER 6. CONCLUSIONS AND SUGGESTIONS............................42
6.1. Conclusions.............................................................................................42
6.2. Suggestions..............................................................................................43
6.2.1. Suggestions for Faculty of English....................................................43
6.2.2. Suggestions for the company.............................................................44
REFERENCES..............................................................................................45
APPENDIX....................................................................................................46
QUESTIONNAIRE.......................................................................................46
SUPERVISOR’S COMMENTS...................................................................49

Tran Thi Ngoc Ha

Code: 25203208025


1
Graduation Thesis

Le Thi Dieu Huong M.A

CHAPTER 1: INTRODUCTION

1.1. Rationale
Tourism has been recognized as an active human hobby and leisure activity.
Today, tourism has become an indispensable need in socio-cultural life and is
developing strongly into a spearhead economic sector in many countries around the
world as well as in Vietnam.

Our country's tourism industry has made rapid development in both scale and
quality, the system of tourist accommodation establishments is growing stronger,
and tourism infrastructure is interested in investment by the state and society.
Since then, Vietnam has become an attractive destination in the world.

The

number of tourists and revenue from tourism are continuously growing at a high
rate. This has contributed greatly to the GDP growth of the country. Moreover,
Vietnam has made good use of the increase in global and regional tourism demand,
thereby successfully capturing market share from rival countries in the tourism
industry such as Thailand, the Philippines, and Indonesia,... Just 10 years ago, the
number of foreign visitors to Vietnam was 4 million visitors/year, this number has
increased to 15 million; the number of domestic trips 10 years ago was 20 million,
now this number has also quadrupled.
The tourism industry in Da Nang city has also made impressive breakthroughs
and growth in recent years. With the launch of many high-class products and
services, the tourism industry in Da Nang attracts a large number of tourists not
only

Tran Thi Ngoc Ha

Code: 25203208025


2
Graduation Thesis

Le Thi Dieu Huong M.A

domestic but also international. Flights from Da Nang have increased much,
showing the strong recovery of the city's tourism industry after the pandemic.

However, the higher the development, the fiercer the competition. Therefore,
the top criterion of the hotel is always the quality of service, especially room
attendant.

Realize the importance of the service quality of the housekeeping

department. That's why I chose the topic "An Investigation into the Reality and
Some Solutions for Improving the Housekeeping Department's Service Quality at
Belle Maison Parosand Danang Hotel"

1.2. Aims and Objectives
1.2.1. Aims
The purpose of this study is to survey the status and service quality of the
Housekeeping Department. From there, I will propose some solutions to improve
the service quality of the Housekeeping Department at Belle Maison Parosand
Danang Hotel.

1.2.2. Objectives
To achieve the above aims, this study is intended to:

Tran Thi Ngoc Ha

Code: 25203208025


3
Graduation Thesis

Le Thi Dieu Huong M.A

- Provide a general introduction and current status of the Belle Maison Parosand
Danang Hotel.
- Provide an analysis of the customer satisfaction level of the housekeeping
department at Belle Maison Parosand Danang Hotel.
- Propose a number of measures to improve the housekeeping department at
Belle Maison Parosand Danang Hotel.

1.3. Scope of the Study
- In terms of research topic: Learn more about the current situation and possible
solutions to improve the service quality of the Housekeeping Department at Belle
Maison Parosand Danang Hotel.
- In terms of space: Housekeeping Department at Belle Maison Parosand
Danang Hotel.
- In terms of time: Study the operating status of Belle Maison Parosand Danang
Hotel from 2020 to 2022.

1.4. Methods of the Study
In the process of implementing this topic, I have used the method of collecting
data, by giving out the surveys at the hotel. In addition, this research is also based

Tran Thi Ngoc Ha

Code: 25203208025


4
Graduation Thesis

Le Thi Dieu Huong M.A

on some reference textbooks and knowledge I gained during my internship at Belle
Maison Parosand Danang Hotel.

1.5. Organization of the Study
The main content of the thesis is divided into 6 chapters as follows:
 Chapter 1: Introduction
The introduction part of the graduation thesis includes the Rationale, Aims and
Objectives, Scope of the Study, Methods of the Study and Organization of the
Study.
 Chapter 2: Theoretical Background
An Overview of the Hotel Industry as well as the Housekeeping Department.
 Chapter 3: Case Description
Description of the study on the Organizational Structure, Functions, and
Facilities of the Housekeeping Department at Belle Maison Parosand Danang
Hotel.

 Chapter 4: Analysis and Evaluation
Analysis and evaluation of the service quality of the Housekeeping Department
at Belle Maison Parosand Danang Hotel.
 Chapter 5: Difficulties and Solutions

Tran Thi Ngoc Ha

Code: 25203208025


5

Graduation Thesis

Le Thi Dieu Huong M.A

Some Difficulties and Solutions to those difficult problems.
 Chapter 6: Conclusion and Suggestions
Conclusions and Suggestions for Belle Maison Parosand Danang Hotel on
improving the service quality of the Housekeeping Department.

Tran Thi Ngoc Ha

Code: 25203208025


6
Graduation Thesis

Le Thi Dieu Huong M.A

CHAPTER 2. THEORETICAL BACKGROUND
2.1. An overview of the Hotel Industry
The hotel industry is one of the most important components of the service
industry.

It includes many forms to serve customers who need overnight

accommodation such as: hotels, hostels, motels, inns and guest houses. [1]
2.1.1. Hotel Definition
The Vietnam National Administration of Tourism issued Circular No. 01/2002/
TT-TCDL on April 27, 2001, advising the execution of the Government's Decree

No. 39/2000/ND-CP on tourist accommodation establishments: "The hotel is an
independent architectural work, with the size of 10 bedrooms or further,
guaranteeing the quality of facilities, tools and necessary services to serve
tourists."
The hotel is a place to ensure the quality and necessary facilities to meet a
number of requirements for rest, dining, entertainment and other services during
the guest's stay at the hotel. In terms of construction, the hotel is understood as a
solid structure with many bedrooms. Inside the hotel, there are a lot of equipment
and furniture used for the purpose of bringing the most comfort and satisfaction to
guests.
The hotel is established and registered for business in accordance with the law
for the purpose of making profit. [2]
2.1.2. Hotel Classification
Hotels are grouped according to their size, target market, location, facilities,
degree and type of service, affiliation, and ownership, among other criteria. These
classifications give guests an overview of the hotel before going directly to the

Tran Thi Ngoc Ha

Code: 25203208025


7
Graduation Thesis

property.

Le Thi Dieu Huong M.A

As a result, classification plays an important role in creating trust

between a business and its customers. [3]
2.1.2.1. Classification based on Size
o Small Hotels: Hotels with the number of rooms not exceeding 25.
o Medium Hotels: Hotels with the number of rooms from 26 to 100.
o Large Hotels: Hotels with the number of rooms ranges from 101 to 300.
o Very large Hotels: Hotels have more than 300 rooms.
2.1.2.2. Classification based on Star
o 1-Star Hotels
1-Star hotels are usually located near affordable locations or main intersections,
with convenient transportation systems.

These hotels have basic but clean

interiors.
o 2-Star Hotels
2-Star hotels are equipped with air conditioning and good quality support, have
experienced staff, work efficiently and politely, always wear neat and clean
uniforms. Each room is equipped with curtains, carpets, and luxurious furniture.
o 3-Star Hotels
3-Star hotels have spacious accommodation, decorated corridors. These hotels are
equipped with fully equipped dining rooms, conference facilities. All are attended
by qualified, highly trained and experienced staff. Moreover, 3-Star hotels also
provide laundry service along with premium housekeeping.

Tran Thi Ngoc Ha

Code: 25203208025

8
Graduation Thesis

Le Thi Dieu Huong M.A

o 4-Star Hotels

4-Star hotels are often located in areas with distinct architectural features and highstandard surroundings.

These hotels have separate restaurant, spa, bar, gym,

swimming pool with modern equipment. The staff has a 4-Star luxury service
attitude, meeting all the legitimate needs of customers.
o 5-Star Hotels
5-Star hotels have a unique, high-class and luxurious architectural design, using
standard materials, durable over time. Serving 24/24 with many international
customers from Asia, Europe,... These hotels have spacious parking area, separate
restaurant, spa, bar, swimming pool, gym,... The staff has a 5-Star luxury service
attitude, meeting all the legitimate needs of customers.
2.1.2.3. Classification based on Location and Clientele
o Downtown Hotels
These hotels are located in the business center of the city, havey high room rates
and most of their customers are corporate customers.
o Sub-urban Hotels
These hotels are built on the outskirts of the city with the same facilities as the
hotels in the city center but the room rates are moderate. Sub-urban hotels are
preferred by customers who do not like the bustle.
o Resort Hotels

Tran Thi Ngoc Ha

Code: 25203208025


9
Graduation Thesis

Le Thi Dieu Huong M.A

These hotels are located in tourist destinations such as beaches, countryside, places
with natural, quiet atmosphere. Room rates of resort hotels can vary based on
services provided and are especially appealing to group travelers.

o Airport Hotels
These hotels are developed near airports to provide commercial services.
Customers of this type of hotel are leisure, group and business travelers.
Passengers arriving late or early for their flight will spend time in these hotels, or
other passengers can rest while waiting for their connecting flight.
o Motels
This term is a combination of "moto" and "hotel". Usually located along highways
in the suburbs.

They provide food, lodging, parking, and highway vehicle

refueling.
o Floatels
These include houseboats and cruise ships.

They also provide luxury

accommodation as well as food and drink for their guests.
o Rotels
They are a combination of tour buses and hotels. Among them can be equipped
with air conditioning and be attached to bars, restaurants.
o Commercial or Business Hotels
These hotels are often found in the business center of the city to provide superior
service to business travelers.

These services include: high-speed Internet

connection, editing tools, photocopier, fax machine, morning coffee,...
Tran Thi Ngoc Ha

Code: 25203208025


10
Graduation Thesis

Le Thi Dieu Huong M.A

o Transient Hotels
They are developed near the airport, seaport and station; operates around the clock
to provide room service to transient travelers.

o Boutique Hotels
They are small and expensive hotels, mainly aimed at the upper class. They are
architecturally unique, stylish, comfortable and luxurious.
o Residential Hotels
These are hotels that provide accommodation services for long-stay customers.

Guests can stay up to 2 years at these hotels.
o Suite Hotels
They offer superior personalized services. The room is divided into living areas, a
kitchenette, a bedroom with a private bathroom, and a dance floor.
o Bed and Breakfast Hotels
These hotels include homes with multiple rooms that are used to provide overnight
services. The services provided by the host are often memorable to attract many
customers.
o Casino Hotels
Their main purpose is to provide gambling facilities, they attract customers
through gambling promotions, lavish shows.
o Conference Centers
Tran Thi Ngoc Ha

Code: 25203208025


11
Graduation Thesis

Le Thi Dieu Huong M.A

They are designed to cater to conference delegations by providing conference
rooms, meals, drinks and whiteboards as well as projectors.
o Green Hotels

These are eco-friendly hotels.

Developed and managed with the aim of

establishing programs to save water, energy and waste.
2.1.2.4. Classification based on Ownership
o Independent Hotels
These are establishments run on an ownership basis with no ties to other
companies or lodging establishments.
o Management Contracts
These are contracts between a property owner and a hotel operator in which the
operator is hired and given full responsibility for the operation and management of
the hotel.
o Franchise
This is the mandate of a company that gives an individual or another company to
sell products and services for a period of time, using its trademark according to the
set guidelines.
o Referral groups
These include independent hotels incorporated for a common purpose.
o Condominiums
Tran Thi Ngoc Ha

Code: 25203208025