some mothods to improve service at bong sen hotel annex

EDUCATION AND TRAINING OF DEPARTMENT
GIA DINH UNIVERSITY
FACULTY OF FOREIGN LANGUAGE
INTERNSHIP REPORT
SOME MOTHODS TO IMPROVE SERVICE AT
BONG SEN HOTEL ANNEX
Instructor: Mrs. NGUYEN THI NGOC ANH
Student: NGUYEN DUC TUAN
Student’s code: 1031701009
Class: 04DHTA-TMDL Course: 2010-2014
Ho Chi Minh City, April 25, 2014
Page 1


EDUCATION AND TRAINING OF DEPARTMENT
GIA DINH UNIVERSITY
FACULTY OF FOREIGN LANGUAGE
INTERNSHIP REPORT
SOME MOTHODS TO IMPROVE SERVICE AT
BONG SEN HOTEL ANNEX
Instructor: Mrs. NGUYEN THI NGOC ANH
Student: NGUYEN DUC TUAN
Student’s code: 1031701009
Class: 04DHTA-TMDL Course: 2010-2014
Ho Chi Minh City, April 25, 2014

ACKNOWLEDGEMENTS
***
During four years of university, this is probably the most important period for
me. Preparing step out of universities and preparing knowledge to step into life.

I would like to to thank these lecturers at GIA DINH University has devoted
teaching and guiding us in learning time and research at university. I wish to
thank agency of internship Bong Sen Hotel has created the best conditions for me
has the opportunity to internship.
In particular, I wish to thank these staffs in Housekeeping departments such as:
Ms. Nhan, An uncle, Ms. Loan, Ms Phung,Ms Hoa have enthusiastic guidance
and help me a lot of during four week internship at Bong Sen Hotel Annex.
I also wish to thank these brothers and sisters staffs in Restaurant department
such as: Ms Quyen, Mr Toan, Ms Thu, Ms Ly have enthusiastic guidance and
give mea lot of advice during two week intership at Bong Sen Hotel Sai Gon.
And finally, I would like to thank my instructor Mrs. Nguyen Thi Ngoc Anh has
devoted orientation, comments and suggestions to help me complete this
internship report. Despite trying my best but unavoidable flaws in the report, I
hope will receive the comments of teachers to my internship report more
complete.
Sincerely thank you!
Nguyen Duc Tuan
INSTRUCTOR’S COMMENTS:
***
1. Attitude and behaviors in internship period:



2. Expert knowledge:



3. Recognizing reality:

4. Other Assessment:



5. Overall assessment of internship results:



Ho Chi Minh City, April 25, 2014
Confirmation of Instructor:

TABLE OF CONTENTS
PREFACE ……………………………………………………. … 1
CHAPTER I: THEORETICAL BASIS……………………………4
1. Some concepts.……………………… ……………………… 4
1.1. Hotel business……………………………………………4
1.1.1. The definition of hotel business….………… 4
1.1.2. The role and importance of services……………….….5
1.1.3. Feature of hotel business………………………………6
1.1.4. The meaning of hotel business…………………………7
1.2. Service…………………………………………….………8
1.2.1. The definition of hotel service…………………… …9
1.2.2. Features of Services…………………………….…….10
1.2.3. Classification services of hotel……………………… 12
CHAPTER II: OVERVIEW OF BONG SEN HOTEL ANNEX………13
2.1. The history and development of Bong Sen Hotel
Annex………………………………….…………………13
2.2. The business field at Bong Sen Hotel Annex…………….15
2.3. The organizational structures at Bong Sen Hotel Annex 18
2.4. The duty of each deparment…………………….…19

Chapter III: CURRENT SITUATION OF BONG SEN ANNEX
HOTEL…………………………………………… 21
3.1. Strong Points… ……………………………………… 21
3.1.1. Staff.……………………………………………… 21
3.1.2. Facility………………………………………… …22
3.2. Weak points……………………………………………… 23
3.2.1. Staff…………………………………………………23
3.2.2. Facility………………………………………………23
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3.3. Opportunities……………………………………………….24
3.4. Risk……………………………………………………… 25
CHAPTER IV: SOLUTIONS AND CONCLUSION
4.1. Solutions improve service.…………………………………25
4.1.1. Staff………………………………………………….25
4.1.1.1. Improving qualifications for staff…………26
4.1.1.2. Ensuring about staff numbers…………… 26
4.1.1.3. Perfecting process of service provision… 27
4.1.2. Facility
4.1.2.1. Improve infrastructure…………………….27
4.1.2.2. Upgrades equipment and instruments…….28
4.1.2.3. Construction work environment for staff….29
4.2. More suggestion……………………….………………… 29
4.2.1. Learn about the cultural and entertainment demands of
guests……………… …… ……………………….29
4.2.2. Always survey the satisfaction of customer in
service……………… … ………………… ……29
4.2.3. Never say “No” with customers'
requirements………………….…………………… 30
4.2.4. The establishmen of service standards …………… 31
CONCLUSION………………………………………………… 32

REFERENCE…………………………………………………… 33
APPENDIX………………………………………………………………34
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PREFACE
Reasons for choosing this topic
In recent years, the Party and State have policies investment,
promotion encourage the development of tourism, especially by decision of
the Prime Minister number of 92/2002/QD-TTG has approved about
strategy development of tourism Viet Nam has become a spearhead
economic industry. The development of the tourism industry has
contributed to promote the production branches and other service
development, especially is hotel business.
The tourism business is a field very "Hot" and Vietnam is a country
with tourism potential is very high, with many beautiful landscapes about
40,000 monuments and beautiful beaches, it is the factor for the
development of tourism into a spearhead economic sector. Besides, Viet
Nam has officially become a member of the World Trade Organization
(WTO), this process has brought a lot of opportunities for tourism and
including business hotels. This is a good opportunity for hotels exploit and
serve a larger market and expand its fame. Catch this opportunity, Hotels
have been built and “spring up like mushrooms” at Ho Chi Minh City. All
hotels in Ho Chi Minh City have realized that, so hotels has started into the
upgrade of product and provide the best service to customers.
With the guideline "Always uphold the quality and the satisfaction
of customer-centric". Because of this that the supply and improve the
quality of service to customers is a key issue of every hotel to be able to
compete with the fierce market in HCM city. I wanted to use the knowledge
accumulated in the past four years to apply the fact to be able to work
together to build and maintain brand of Bong Sen Hotel.
So I decided to choose topics “Some methods to improve the services at

Bong Sen Hotel Annex”.
Research purposes
Research some theoretical basis about hotel business and the
linkages between hotels business with hotel services
Research some theoretical basis about hotel services and the importance of
improving services.
Research the status of business operations at Bong Sen Hotel Annex.
Giving comments on the status of hotels and set out a number of specific
measures to improving the quality service at Bong Sen Hotel Annex.
The limitation of the topic
Studying on the service type at Bong Sen Hotel Annex
Service decides turnover and development of hotel
Improve service is an important issue at Bong Sen Hotel Annex
Internship period at Bong Sen Hotel Annex is 6 weeks
Research methods
Internship report using research methods:
The actual survey methods: Internships at Housekeeping department and
Restaurant department and survey other departments at Bong Sen Hotel
Annex.
Observation methods
Methodology: Using interpretation methods, inductive, comparison
The structure of the internship reports
The content of this internship report include 4 parts:
Chapter I: THEORETICAL BASIS
Learn the basic knowledge of hotel business and services at hotel to
get an overview from this industry and apply into fact at Bong Sen Annex
hotel. Learn the products of services, role and features of the service at the
hotel. Learn about the types of services and the importance of improving
the service in the hotel. The process of learning theoretical basis in chapter
I will be the basis to analyze the status of hotels in Chapter III and give

some solutions to improve services in Chapter IV.
Chapter II: OVERVIEW OF BONG SEN HOTEL ANNEX
Learn an overview of Bong Sen hotel Annex about history of the
hotel, the construction process, development processes, geographical
location and some information relevant to Bong Sen Hotel Annex.
Chapter III: STATUS OF BONG SEN HOTEL ANNEX
From the theoretical basis about service in Chapter I and some
overview knowledge about Bong Sen Hotel Annex in Chapter II, apply
observation methods to analyze the service status of Bong Sen Hotel Annex
and given strong points, weak points, opportunities and risks at the hotel.
Chapter IV: CONCLUSIONS AND SOLUTIONS
From the analysis about service status in Chapter III, I have analyzed
the strong points and weak points of Bong Sen Hotel Annex, through which
give some solution solutions to improve weak points with the aim of
improving the service of hotels the next time.
CONTENT OF THE REPORT
Chapter I: THEORETICAL BASIS
Some concepts
Hotel business
The definition of hotel business
Today the hotel industry is one of the rapid development industries,
earning a lot of foreign currency and increasingly asserted its position as a
spearhead economic industry. Initially, the hotel business is just business
operations to satisfy accommodation for guest. But later, guest became
difficult and more required for demand themselves and hoteliers always
want to satisfy all the demands of guest with the aim to earn more profit.
The main business activity of the hotel business is accommodation services
and restaurants.
Today with the development of the tourism industry and attract
competition, hotel business constantly being expanding and diversifying.

Specialists in the field of hotel business usually use two concepts: Hotel
business in the broad and narrow sense. In broad sense, business hotel is
activities of providing of services to meet the demands for accommodation
and food service for guest. And in the narrow sense, business hotel only
ensure the service needs to sleep, stay for visitors.
Economy ever growing, the physical life of the people has been
increasingly be better improved, People have condition to take care of
myself and tend to more enjoy, the number of people traveling on the
increase. Along with the development of tourism activities, the competition
between the hotels to attract more guests and especially the guests have
strong financial ability have increased diversity have opened up
opportunities to increase the diversity of the service. Beside two main
operations accommodation and food service for guest, conditions for
meetings, for relationships, for healing, entertainment etc. also growing
rapidly. Therefore, the hotel business has operated organizing some
additional services such as entertainment, sports, health, beauty care
services, laundry services, etc.
Content of the hotel business are more often expanding abundant and
diverse about kind. Due to that growth so people today still recognized the
broad and narrow sense of the definition "hotel business". However today's
business concept follow broad and narrow sense includes all business
operate and additional services.
On the most general aspects, we can show the basic definition of
hotel business “Hotel business is business operations on the basis of
providing accommodation, food and other additional services for guests to
meet the demand about food, rest and entertainment for guest at tourist
spots in order to earn profit.”
(Co-editor Dr. Nguyen Van Manh and MSc Hoang Thi Lan Huong (2008),
Introduction overview of Business Hotel, Hotel Business Administration,
National Economics University, Hanoi, 10-12)

The role and importance of services
In developed countries, services and the concept of service have
existed and development for a long time.
In Vietnam, the concept of service had just appeared and studied as
an independent economic industry in recent times. After a period of
development, the service has gradually proved to be increasingly important
role in today's economy. Today, GNP and GDP of a nation can not exclude
the contribution of the service industry:
The areas The proportion of services in GNP
The developed countries
The developing countries
Other countries
70 –80 %
60 –70%
20 –50%
Diagram 1: The proportion of services in GNP
Vietnam belongs to the third group (Other countries)
Industry
structure
(%)
1990 1991 1992 1993 1994 1995 1996 1997 1998
Agriculture 38,74 40,49 33,94 29,87 28,70 27,50 27,20 25,60 24,10
Industry 22,67 23,79 27,26 28,29 29,65 30,10 30,74 31,90 32,90
Service 38,59 35,72 38,80 41,24 41,65 42,40 42,06 42,50 43,00
Diagram 2: Vietnam's GDP period 1990 - 1998
Source: Economic Times 71 - 09/03/1997
With the strong growth, Services appropriate a large part of total
sales in all operations of the hotel. Services to be taking an increasingly
important role in the economy of each nation: Services help businesses to
sell goods and earn a lot of profit. Services help to develop the market and

keep the stable market. Good service can satisfy the needs of customers and
to attract more customers, increase turnover and reputation of the hotel.
Service keeps an important role, so that should be of interest and
investment in the right direction.
Feature of hotel business.
Hotel business dependent on tourism resources
at tourist spots
The hotel’s customers are mainly tourists, so tourist resources have
great impacts to the hotel business. Because customers want to visit, relax
and explore the tourist sports should use the accommodation service. And
the scale of the hotel depends on the attractiveness of the tourism resources.
Hotel business requires a large invested capital
Hotel business need a suitable area should require a high cost for the
clearance. Besides, luxury features about the interior of hotel business
requires high technical facilities of the hotel and costs for upgrades,
maintenance for technical facilities with the increase of the star ranking.
Hotel business requires a large workforce
Characteristics of business operations at hotel have service feature,
created with the participation of the guests, requiring direct collaboration
between staff and guests. Besides, the main work of the staffs at hotel is
serving for guests, served activities at the hotel can’t be completely
mechanized but most of is carry out directly by the hotel staffs, and time
served is 24/24 should need a large number of employees.
The meaning of hotel business
Hotel business is one of the main operations of the tourism industry
and implement of important tasks of the sector. Hotel business also affects
the development of the tourism industry and the economic- social life of a
national. Besides, hotel business development has contributed to enhancing
the attraction of domestic and foreign investment.
Through business operations about accommodation and food service,

a part of people's consumption funds are used in consumer services at
hotels in tourist sports. Hotel business requires a large workforce should the
development of the hotel industry has created a large amount of work for
employees. Hotel business creates favorable conditions for meeting and
exchange between people, every country, creating the friendly, peaceful for
international cooperation. Besides economic sense, hotel business and
tourist activities will help visitors understand more about the culture,
history of the country, and promote the country's image to the world.
(Hoteljob.vn, Meaning of hotel business. [Cited 14/09/2011])
Taken from URL: />dt/6/1331/Y-NGHIA-CUA-HOAT-DONG-KINH-DOANH-KHACH-
SAN.aspx
Service
The definition of Service
Currently, there are many definitions of service have provided and
according to the researchers about the service then can be understood as
follows:
"Service is an operation or an operation sequences have invisible
nature but very necessary, takes place in the direct relationship between
customer and service personnel / service supply system is offered as
solutions to solve the problems of customers." (Gronroos, 1990, according
to Paul Lawrence Miner, 1998)
“"Service is a process includes operations of treat with consideration
and these front operations where customers and service providers interact
with each other. The purpose of this interaction is to satisfy the needs and
desires of customers in the way they expect, as well as creating value for
the customer" (MSc Bui Nguyen Hung, 2004, Lecture about The role of
services)
“Services in economics, is understood as an intangible commodity.
That is, services are an example of intangible economic goods. Service
provision is often an economic activity where the buyer does not generally,

except by exclusive contract, obtain exclusive ownership of the thing
purchased. The benefits of such a service, if priced, are held to be self-
evident in the buyer's willingness to pay for it. Public services are those
that society (nation state, fiscal union, regional) as a whole pays for,
through taxes and other means.
(Wikipedia Encyclopedia, according to Definition of service. [Cited May
2012] Taken from URL:
/>The definition of hotel service
In the market economy the current, especially in the time of world
economy globalization and the hotel service are becoming increasingly
more important. It not only brings great economic value for the country but
also contribute to improving the image and position of a nation.
There are many conceptions of hotel service but in general hotel
service is the products made by people who work in the hotel business
created. It has no a specific shape but a consumer product of hotel can feel
its presence when using it. Hotel services are special products, valuable and
values used as all conventional products in order to satisfy needs of
customer, especially the customers have solvency of hotel services.
In other words, hotel service is all service products that hotels offer
in order to satisfy demands of customers since they contact and registration
of room until leaving hotel, could tell a few examples of hotel services such
as for rent accommodation, food services in the restaurant, beauty care
services or entertainment services, etc.
Features of Services
Intangible properties
Commodities have the shape, size, color, and even flavors. The
customer can examine, assess whether it is appropriate to their needs.
Conversely, services have Intangible properties, it make customer's senses
does not recognize before buy services. This is a large difficulty when
selling a service compared with when selling a tangible good,

Because costomer rarely been tried of service before they buy, it's hard to
feel the quality, difficult to choose services, providers of service hard to
advertise about service. Therefore, the service would be hard to sell more
goods.
Impacts of Intangible properties:
The customer is difficult to imagine the service.
The customer is difficult to try before buy.
The customer is difficult to judge the quality.
Through branding, pricing to evaluate the quality of service.
Search advice of acquaintances or sellers.
Integral properties between provider and consumer service
Goods are produced concentrate at a place but then would be
transported to where customers have demand. When leaving the production
line, the goods are considered to have been completed. Producer also can
produce the goods when convenient, then stored in the warehouse and bring
out selling when customers have demand. But the process of service
delivery and service consumption happen simultaneously.
The service providers and customers have contact with each other to
provide service and consumer at the place and time suitable for both
parties. For some special services, the customer must be present during the
process of providing.
For example: Doctors could not cure if customer absence.
With many types of services, process of exposed customers during
prolonged service providers. And service providers involved in the process
of creating service.
Uneven properties of quality
Service can not provide series and concentrate as goods production.
Therefore, provider will difficult to check the quality of service follow a
uniform standard. On the other hand, the customer's perceptions about the
quality of service are influenced by the skill, attitude of service providers.

For this reason, it is hard to achieve evenly about the quality of service in
one day, If more and more people serve the more difficult to ensure
uniform quality.
To overcome this weak point, businesses can implement the
mechanization, automation in the process of providing services. However,
not any service can also implement automated in process of providing
service.
“Not archive” properties
Service only exists at the time that it is provided. Therefore, service
can not mass produce to bring into the storage deport and waiting the
market has demand then brought to sell.
For example: A plane took off on time with half the number of seats
vacant will accept incur losses, can not retain the seats that to sell at
another time when a large number of passengers have demand to fly in
flight.
This feature will affect the policy of of marketing services as policy
of rates change over time or seasonal, demand forecasts policy, arrange
personnel plans,etc.
(MSc. Thai Nguyen Thuong (2007). According to Theories of
Management. Available from: Quantri.vn editor and codified.
Taken from URL:
/>Classification services of hotel
The services of the hotel are divided into two types:
“Main service and Additional services”.
This is the most common classification because it has highlighted the type
of service that the hotel can serve for customers.
Main service
These basic services in hotels usually include accommodations and
services, these services serve the the essential needs (demand feeding,
resting needs) of visitors when they stay at the hotel.

Additional services
Additional services are services beyond the services with the aim to
satisfy the personal needs of the guests in saving time tr at as the need for
job performance (rental hall or room meeting services for organizing
conferences, seminars, rental secretary services, rental transportations
services, foreign currency exchange services, etc.) or demands for
entertainment (tennis, pool, massage, karaoke, spa, beauty ) and other
needs such as laundry, porters, etc.
Chapter II: OVERVIEW OF BONG SEN HOTEL ANNEX
The history and development of Bong Sen Hotel Annex
Bong Sen Hotel Annex is located on 61-63 Hai Ba Trung Street
District 1, Ho Chi Minh City, is a branch expanded from Bong Sen Hotel
Saigon, located in the commercial centers, entertainment, shopping, night
clubs, coffee shops, restaurants and banks.
Image 1: Bong Sen Hotel Annex
Bong Sen Hotel Saigon founded before 1975 with 3 star standard of Bong
Sen Joint Stock Company is enterprise a member of Saigon Tourist Group.
Bong Sen Hotel Sai Gon has 127 rooms and 4 meeting rooms, 3
restaurants, 1 1 gym and 1 massage area, located 117-123 Dong Khoi Street
District 1, Ho Chi Minh City.
After a period of work efficiently, so CEO of Saigon Bong Sen Hotel
has decided to open more branches 1 and Bong Sen Annex Hotel was
founded 1997.
Bong Sen Hotel Annex is the most appropriate choice for business
travelers, tourists and newly married couples looking for a getaway
modern, quiet with moderate price. The hotel has luxurious rooms system,
airy space with balcony doors open so customers can watch sparkling night
scene in the center of the city.
In addition, when booking the Bong Sen Hotel Annex, guests are
using conference rooms to meet the needs of event organizers, meetings for

guests.
From the Bong Sen Hotel Annex is very convenient to travel to the
tourist places, sightseeing as:
Ben Thanh Market
City Theatre
City Post Office
Palace of Independence
Bitexco financial Building
The War Remnants Museum
Vietnam History Museum
Besides, when booking at Bong Sen Hotel Annex, hotel are also
suggestions for guest activities and entertainment to ensure guest always
feel the excitement during stay at the hotel.
The business field at Bong Sen Hotel Annex
Bong Sen Hotel Annex has 57 luxurious rooms types are fully
equipment with modern facilities to meet the requirements of both business
travelers as well as tourists.
Be divided into three kinds:
FAMILY SUITE:
Image 2: Famaly suite roo
The Family Suite space of 55m2 is equipped a sofa set and working area
that is comfortable for relaxing. This room is suitable for a family in order
to enjoy the luxury of additional space with the city view.
CITY VIEW
Image 3: City view room
City View is a beautiful room with well equipped, modern facilities, and a
balcony overlooking the street. It is a good ideal for newly married couples.
ECONOMY
Image 4: Economy room
Economy is a basic room with Well – equipped room with all basic

facilities for a two – star hotel. This kind of room is a good choice for
leisure and traveler guests.
And a meeting room with standard equipment, suitable for company to
organize events or meetings.
Image 5: Meeting room
Besides business about accommodation and meeting room,
Bong Sen Hotel Annex also business about the restaurant service.
Conoi Restaurant
Image 6: Co Noi restaurant
Co Noi Restaurant at Bong Sen Hotel Annex with cozy design,
impressive space will give you a peaceful evening between urban noisy,
boisterous. The restaurant specializes in serving traditional dishes of
Vietnam.
The hotel also provides entertainment services like spa.
Bong Sen Spa
Located on the 6th floor, Bong Sen Spa is a place of elegant beauty,
harmony with nature and is very suitable place for relaxation after working
days. BS Spa has classic architecture with a combination of harmonious
between natural environment and modern style.
Besides, BS Spa also exercise program every morning with the equipment
convenience. Especially is massage and beauty service for ladies every
night every week.
The organizational structures at Bong Sen Hotel Annex