AN INVESTIGATION INTO THE STRENGTHS AND WEAKNESSES OF RECEPTION DEPARTMENT AT HOA SEN HOTEL AND SOME SOLUTIONS TO IMPROVING ITS SERVICE QUALITY

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE STRENGTHS AND
WEAKNESSES OF RECEPTION DEPARTMENT AT
HOA SEN HOTEL AND SOME SOLUTIONS TO
IMPROVING ITS SERVICE QUALITY

CODE : K22.702
COURSE : 2016 – 2020

Da Nang – May 2020


MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE STRENGTHS AND
WEAKNESSES OF RECEPTION DEPARTMENT AT
HOA SEN HOTEL AND SOME SOLUTIONS TO
IMPROVING ITS SERVICE QUALITY

CODE : K22.702
COURSE : 2016 – 2020

Da Nang – May 2020


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Supervisor: Tran Thị Ngoc Tuyen, M.A.

ACKNOWLEDGEMENTS
During the preparation of this report, I would like to sincerely thank
many wonderful people who helped and assisted me in completing the report.
I would like to have special gratitude to the following persons and
organizations:
First of all, I would like to express my sincere thanks to the headmaster
and all of the teachers at Duy Tan University. I cannot express enough the
gratefulness to my teachers at Duy Tan University for their endless
enthusiasm.
Especially, I am very grateful to M.A. Tran Thi Ngoc Tuyen and I would
like to express my deepest gratitude for her help and transfer of precious
experiences, which will prepare us for knowledge to get to life.
I would also like to express my sincere thank the board of Hoa Sen Hotel
and the members of the hotel who provided me with the necessary
information and materials for me to complete the thesis.
Finally, I would like to send my sincere gratitude to my family and
friends who have always encouraged, helped and facilitated me in the past
four years and completed my graduation thesis. Due to time constraints as
well as research qualifications and experiences, my thesis has many
shortcomings. I look forward to receiving the comments of the teachers,
researchers so that my thesis can be more completed.

Student: Nguyen Luu Tien Hien

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STATEMENT OF AUTHORSHIP
Except where reference is made in the text of the study, this study
contains no material published elsewhere or extracted in the whole, or in part
from a study by which I have qualified for or been awarded another degree or
diploma.
No other person’s work has been used without due acknowledge in the
study.
This study paper has not been submitted for the award of any degree or
diploma in any other tertiary institution.
Danang, May 2020
NGUYEN LUU TIEU HIEN

Student: Nguyen Luu Tien Hien

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ABSTRACT
This graduation paper investigates the real situation and provides
solutions to improving the service quality of the receptionists at Hoa Sen
Hotel; this case study is carried out based on the theoretical background and
the practical data. To find the result, I collect all of the main related
information about the limitations and the customer's evaluations of the
receptionist activity through my survey, findings, and observation. Based on
this information, I offer a number of main problems in the hotel services
quality and provide solutions to improving the service quality at Hoa Sen
Hotel.

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LIST OF TABLES AND FIGURES
List of Figure:
Figure 1: Receptionist Organization Chart at Hoa Sen Hotel......................... 10

Figure 2: Organizational Structure of Management at Hoa Sen Hotel...........18
Figure 3: The organization chart of the receptionist at Hoa Sen Hotel...........27
List of Image:
Image 1: Hoa Sen Hotel.................................................................................. 17
Image 2: The Reception at Hoa Sen Hotel......................................................19
List of tables:
Table 1: Amount of guest arrival from 2017 to 2019 at Hoa Sen Hotel..........25
Table 2: The guest information provided through the questionnaire..............35
Table 3: Customer reviews of reception satisfaction......................................37
Table 4: Customer reviews of facilities satisfaction........................................39
Table 5: Customer reviews of check-in and check-out procedures satisfaction
.........................................................................................................................40

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LIST OF ABBREVIATIONS
CEO

: Chief Executive Officer

F&B

: Food and Beverage

FO

: Front Office

VND

: Vietnam dong

TABLE OF CONTENTS

ACKNOWLEDGEMENTS.............................................................................i
STATEMENT OF AUTHORSHIP................................................................ii
LIST OF TABLES AND FIGURES..............................................................iv
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LIST OF ABBREVIATIONS.........................................................................v
PART 1: INTRODUCTION...........................................................................1
1. Rationale......................................................................................................1

2. Aims and Objectives....................................................................................3
2.1. Aims.......................................................................................................3
2.2. Objectives..............................................................................................3
3. Scope of the Study:......................................................................................3
4. Method of the study:...................................................................................3
5. Organization of the study...........................................................................4
PART B: DEVELOPMENT...........................................................................5
CHAPTER 1: THEORETICAL BACKGROUND......................................5
1.1. An Overview of the Hotel.........................................................................5
1.1.1. Concepts of hotel...............................................................................5
1.2. Hotel business...........................................................................................7
1.2.1. The concepts of the hotel business...................................................7
1.2.2. Features of hotel business:................................................................8
1.3. General introduction to the reception department.............................10
1.3.1. Concept of receptionist department..............................................10
1.3.3. Requirements for the staff of the Reception Department............12
1.3.4. Layout area......................................................................................14
1.4. Service Quality of Hotel.........................................................................14
1.4.1. Concept of Service Quality.............................................................14
1.4.2. Features of Quality of service.........................................................15
1.4.3. The role and significance of improving the service quality in the
hotel business.................................................................................................15
CHAPTER 2: CASE DESCRIPTION.........................................................17
2.1. Overview of Hoa Sen Hotel...................................................................17
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2.1.1. Location and development of Hoa Sen Hotel:..............................17
2.2. Organization structure of management at Hoa Sen Hotel.................18
2.2.1. Staff organization............................................................................18
2.2.2. Functions of Each Department and the Relationship between
Departments in the Hotel..........................................................................19
2.2.2.1. Functions and Tasks of Each Department..................................19
2.2.2.2. The relationship between the Departments in the Hotel............21
2.3. Room classification and room price of Hoa Sen Hotel........................22
2.4. The number of guest arrivals hotel in recent years (2017-2019)........25
CHAPTER 3: ANALYSIS AND EVALUATION........................................27
3.1. The quality status of the reception department at Hoa Sen hotel......27
3.1.1. Quality of reception staff................................................................27
3.1.2. Lobby area facilities........................................................................28
3.1.3. Processes of the front desk department.........................................29
3.1.3.1. Processes of retail customer service...........................................29
3.1.3.2. Process of serving Member, VIP guests.....................................32
3.2. Assessment of customer satisfaction about the service quality of the
receptionists at the Hoa Sen Hotel...............................................................34
3.2.1. Questionnaires gathered from customers.....................................34
3.2.2. Analysis and evaluation customer satisfaction.............................37
3.3. General evaluation of service quality at the Receptionist of Hoa Sen
Hotel................................................................................................................41
3.3.1. Advantages.......................................................................................41
3.3.2. Disadvantages..................................................................................43
PART C CONCLUSION AND SUGGESTIONS.......................................44

1. Conclusion..................................................................................................44

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2. Suggesting solutions to improve the quality of reception services at Hoa
Sen Hotel........................................................................................................45
REFERENCES..............................................................................................48
APPENDIX

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PART 1: INTRODUCTION

1. Rationale
Along with the development of economic sectors, tourism is considered
as one of the important industries for the development of our country in the
coming period. Vietnam is a country with stable political security. With a
culture filled with national identity, beautiful natural landscapes and famous
destinations are enough to attract domestic and international visitors. Besides,
the tourism industry is developing very fast because the travel needs of people
are increasing and gradually becoming an essential need of life. Following
that trend, Vietnam's tourism industry in general and the hotel business in
particular have undergone great changes. The development of Vietnam's
tourism industry in recent years has contributed significantly to the hospitality
industry. With the increasing number of hotels, hotels must take measures to
attract customers and thereby confirm their competitive position in the
market. Vietnam has more and more tourism partners, requiring Vietnam to
pay attention to the quality of services to meet the needs of international
tourists. They are not only willing to spend a large amount of money on
tourism activities but also have a lot of travel experience. Customers have a
lot of options to suit their usage needs. They often compare the quality of this
hotel with other hotels.
Currently, there are many competing factors such as price, facilities ...
and most important is the service attitude of the hotel staff. In particular, the
Reception Department plays an important role, because businesses can
transmit information, guidance, explanations as well and solve customer
complaints or questions through this department. Besides, the Reception
Department is the first and the last department to meet guests, considered as
the face of the hotel that represents the hotel, welcoming guests to meet all
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their needs while they stay and leave. Reception activities have an important
role in creating the first impression of the hotel. Therefore, the improvement
of the receptionist's quality is extremely important and necessary. The
reception is the mirror that reflects the entire image of the hotel. Through the
Reception, you can judge whether the quality of the hotel is good or not. From
there, it is possible to explore the needs of different types of customers, meet
their needs as much as possible.
Outstanding in the tourist routes of Central Vietnam, the ancient town
of HoiAn is one of the attractions of many domestic and foreign tourists by
the rustic, simple and poetic beauty of a long-standing city. .. Coming to Hoi
An, tourists cannot ignore places such as Cau Pagoda, Fujian Assembly Hall,
Cantonese Assembly Hall, Tra Que Vegetable Village, Thanh Ha Pottery
Village, An Bang Beach, and special dishes features of Quang ... Visitors here
are enthusiastically served by the modern service system including
accommodation facilities, restaurants, hotels, and entertainment areas.
Hoa Sen Hotel is one of the good choices of tourists visiting Hoi An old
town. Hoa Sen Hotel is the 3-star hotel in Hoi An, along with a convenient
location, the staff in recent years has also been appreciated, particularly the
reception staff. However, to improve the service quality, the hotel still needs
to overcome the limitations. Starting from the above points, along with the
enthusiastic support of the teachers, I decided to choose the topic: “An
investigation into the strengths and weaknesses of Reception Department at
Hoa Sen Hotel and some solutions to improving its service quality” to be a

topic of my graduation thesis.

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2. Aims and Objectives
2.1. Aims
-In this project, I will study the actual situation of operation and quality
of the reception department at the Hoa Sen Hotel.
-Then I comment and assess the quality of hotel services.
-In addition, I also provide some solutions to improving the quality of
Hoa Sen hotel services.
2.2. Objectives
Based on the set aims, the thesis proceeds to solve the following research
tasks:
Analysis and evaluation customer satisfaction with the hotel.
Finds out the strengths and weaknesses of the receptionists of the Hoa
Sen hotel.
Propose some suggestions to improve and advance the service quality
of the receptionist at the Hoa Sen Hotel.
3. Scope of the Study:
This study mainly focused on the working situation of the reception

department, customer assessment of reception services at Hoa Sen Hotel.
Thereby, I propose some solutions to improving the service quality of the
receptionist at Hoa Sen Hotel.
4. Method of the study:
To complete this graduation, the author used many methods including:
First, I collected some information from books, newspapers, and
websites related to paper documents.
Second, I used the survey methods, information collected to complete
this topic.

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Third, I conducted a survey for clients, and then I checked the
information, used the analytical and evaluation methods to understand the
information gathered.
Finally, with the method of observing the receptionist's working
process with clients, I had some ideas for solutions to improving the
Receptionist.
5. Organization of the study
Part A is the introduction of the graduation paper including rationale,
aims and objectives, the scope of the study, method of the study and study's

organization.
Part B includes:
• Chapter I is a theoretical background of the hotel business and the
Reception Department at the hotel.
• Chapter II is case description of the overview of the hotel and the status
of the hotel business in recent years.
• Chapter III includes an analysis and evaluation of the quality status of
the receptionist's department to improve the service.
Part C is the suggestions for improving the service quality of the
Reception at Hoa Sen hotel and the conclusion.

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PART B: DEVELOPMENT
CHAPTER 1: THEORETICAL BACKGROUND
1.1. An Overview of the Hotel
1.1.1. Concepts of hotel
According to the Wikipedia website “The hotel is a multi-story, multibedroom building equipped with equipment and furniture exclusively used for
the accommodation, catering and other services. Depending on the content
and object of use, the hotel is classified as a temporary hotel, tourism, resort,
conference... According to the level of comfort, the hotel is ranked according

to the number of stars from 1 to 5 stars.”
The hotel is a popular accommodation business in the world, ensuring
the quality and facilities necessary for business accommodation. Besides, the
hotel meeting a number of requirements for rest, dining, entertainment and
other services in time guests stay at the hotel, in accordance with the purpose
of this trip.
Hotel is understood as a type of business established, registered in
accordance with the law for profit-making purposes
Most hotel facilities are run by a General Manager who holds the
position of the chief executive officer, the chief of the department oversees
the various parts of a hotel together with middle managers, administrative
staff, and supervisors. The organizational chart and the volume of positions
and job hierarchies vary according to the size, function, and class of the hotel
and are usually determined by hotel management and hotel management
companies.

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1.1.2. Classification of Hotel
To meet the needs of customers implementing tourism purposes, the
hotel system has formed and developed many different types. Currently, the

world and our country classify hotels according to the following main criteria:
-Based on the size, the hotel is divided into the following three
categories:
 Small hotel: from 10 to 49 bedrooms.
 Medium hotels: from 50 to 100 bedrooms.
 Large hotel: more than 100 bedrooms.
-Based on geographical location, the following categories are classified:
 City-center hotel
 Resort hotel
 Suburban hotel
 High way hotel
 Hotel in transit
-Classification by target market:
 Trade hotel
 Tourism hotel
 Apartment for rent
 Hotel casino
 Airport hotel
-Classify hotels by service level:
 Luxury hotel
 Full-service hotel
 Limited service hotel
 Budget hotels
-Classify hotels by ownership:
 State Hotel
 Hotel stock
 Hotels established under the company
 Private hotel
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 Joint venture hotels
- Classify hotels by the degree of association:
 Independent hotel
 Hotel Group
1.2. Hotel business
1.2.1. The concepts of the hotel business
In a broad sense, the hotel business is the activity of providing catering
and staying services for guests. In the narrow sense, the hotel only assures the
needs of sleeping and resting guests. In economic development time, human
material life is higher and higher; people increasingly care for spiritual life.
Today, with the development of the tourism industry, the increasingly fierce
competition among hotels to attract tourists, especially those who can pay
high, can diversify tourism activities. They include meetings, entertainment,
healing, etc.
There are two main points in the hotel business:
Resident business is the production of material business, the provision
of bedroom service and other additional services for guests staying at tourist
destinations for profit.
Food and beverage businesses include food processing, selling food
and beverages, and other services to satisfy the needs of customers at
restaurants, hotels for guests for profit. Accommodation is the basic service of

the two services. The development of the hotel business depends on the
development of this service. Apart from the two main business activities,
depending on the size, rank and location, different hotels also provide
additional services to satisfy the diverse needs of customers such as Location,
souvenir sales, holding conference...
1.2.2. Features of hotel business:
The hotel business is an indispensable part of tourism activities, greatly
affecting the economy of the hotel.
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Hotel products cannot be stored, they can't be sold elsewhere or
advertised, can only be produced and consumed in there. If a room is not
rented today, it can't be rented twice at the same time tomorrow. Therefore,
the goal of the hotel business is to be filled with guests.
Hotel products are primarily service, and can't be mechanized.
Labor in the hotel is highly specialized, and working time depends on
the time spent by guests. All activities take place continuously, operating
24/24. Therefore, it is necessary to use a large number of direct employees in
the hotel. This leads to relatively high labor costs, to ensure the quality of the
product can't minimize.
The location and organization of the hotel business is an important

determinant to the hotel business. The location must be convenient for guests
and the hotel business.
Hotel business needs a large amount of initial capital and a long time to
maintain it.
The hotel business diversifies the terms of occupational composition,
sex, age, education, customs, lifestyle, hobbies...
For any object, the hotel must also organize enthusiastic service,
thoughtful, and they must turn the complaints of guests into praise.
All staff must be ready to meet the needs of guests whenever guests
request.
1.2.3. Significance of hotel business in the tourism industry
Economic
 It is one of the main activities of the tourism industry and carries out
important tasks of the industry
 Through the hotel accommodation and catering business, part of the
consumer fund is used for the consumption of goods and services of hotel
businesses at tourist destinations.

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 The hotel business also increases the GDP of the region and the whole

country
 The development of the hotel business contributes to increasing
domestic and foreign investment capital, mobilizing free housing capital
among the population.
 Hotels are major partners of various industries in the economy.
 Hotel business always requires a relatively large amount of direct
labor. Therefore, hotel business development contributes to solving a large
number of jobs for workers.
Society
 Hotel business also increases the need to learn about the country's
historical and cultural relics and national construction and protection
achievements, contributing to the patriotism and pride of the people.
 Hotel business also facilitates meetings and exchanges between people
from different places, countries and continents in the world. This makes sense
for the purpose of peaceful friendship and solidarity between ethnic groups in
the tourism business in general and hotel business in particular.
 The hotel business is the place witnessing the signing of important
political and economic documents in the country and the world. Therefore,
the hotel business contributes positively to the development of exchanges
between nations and people around the world in many different ways.
1.3. General introduction to the reception department
1.3.1. Concept of receptionist department
Receptionists are those who work in the hotel lobby, taking up
administrative or office positions. They are usually responsible for answering
the phone, receiving and providing information, handling customer requests,
welcoming the check-in and check-out procedures at the customer's request,
etc. Besides, Receptionists are the first ones to contact and work with guests,
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ensure a good impression for the hotel, and decide to succeed in introducing,
promoting the hotel brand image, attracting potential customers and retaining
customers loyal.
Organization of Front Office

Front Desk
Manager

Reception and of
The1.3.1.
Concept
Front Desk
Reservation
receptionist
department
s

Porter or
Bellhop

Receptionists are those who
Figure 1: Receptionist Organization Chart at Hoa Sen Hotel

work in the hotel lobby, taking up
1.3.2. The Roles and administrative
Duties of the Receptionist
Department
or office positions.
They
are usually
responsible for
- The Roles of the
Receptionist
Department
answering the phone, receiving and
Reception is an integral part of the hospitality industry and it also plays
providing information, handling
an important role in customer
the business
operations
of the the
business. This is the
requests,
welcoming
and
department to directlycheck-in
exchange
andcheck-out
meet withprocedures
customers initially, directly
at the customer's request, etc.
affecting the view of customers or partners about the business.
Besides, Receptionists are the first to

In the process contact
of serving
needsensure
of guests in the hotel,
and the
workdifferent
with guests,
good between
impression
for and
the the
hotel,
receptionists act as aa bridge
guests
hotel, connecting the
decide
to succeed
in introducing,
individual parts together,
creating
a close unity.
promoting the hotel brand image,
Receptionists not only provide information about the hotel but also play
attracting potential customers and
an important role in promoting,
advertising,
introducing and selling products
retaining customers
loyal.
to the hotel. Managers always emphasize the role of the department because it

plays the role of "Mentor and Assistant" in providing timely information.
Therefore, managers can respond quickly to changes and come up with
appropriate business policies.
-Duties of the Receptionist Department
The Reception Department plays a central role and this is considered the
face of the hotel because this is the first and last department to interact with
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guests. Therefore, the impression of visitors with the hotel will be
significantly affected by the service quality of the reception. In order to please
customers, first of all, the receptionist must understand the service process of
their department. Besides, the main functions of reception department are also
to maintain good inter-personal relationships between the organization and
members of the public, promote good will and positive image of the business
and create a good environment for welcoming visitors to the firm.
The duties of the Reception Department may also be further elaborated
by the activities listed below:
Welcome.
Introduce, sell products and services of the hotel.
Get reservations and room layout for guests.
Making hotel registration procedures for guests.

Monitor and update room status.
Provide information about the hotel as well as entertainment for guests.
Receive email, fax
Create all the phone information.
Receive and resolve complaints from guests.
Work closely with other departments to meet all guest requirements
during their stay.
Track, update and synthesize guest expenses
Pay and see off customers.
Participate in the advertising and marketing work of the hotel.
1.3.3. Requirements for the staff of the Reception Department
The reception can be considered the "face" of the hotel. They are the
ones who interact most with customers when booking, check-in, payment ...
So hotel receptionists need to ensure that they have the necessary skills to
complete all assigned tasks and make customers feel satisfied.
o Professional and knowledgeable skills:

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- Having learned through receptionist training courses, it is better to have
experience and working expertise.

- Good communication skills with customers, besides needing basic sales
skills.
- Mastering the regulations and legal documents related to the tourism
industry in general and the hotel business in particular; master the hotel
management rules and regulations; grasp and understand thoroughly the
goals, business directions, the ability to provide hotel services.
- Understand the entire operation of the hotel, the current hotel products
and services to be able to introduce to customers and manage accordingly,
consulting customers quickly and accurately when asked.
- Basic knowledge of accounting, payment, statistics, marketing and
office administration ...
-Grasp some diplomatic rules, etiquette, customs, and psychology of
some countries; have basic knowledge about politics, economics, social
security...
- Know the scenic spots, tourist sites, the services for guests in and out of
the hotel.
o Requirements for foreign language and computer
-Foreign language:
The staff needs to learn English in the hospitality industry and some
other foreign languages, such as French, Chinese, and Japanese, etc. In
addition, employees must communicate naturally and fluently with foreign
visitors.
- Computers:
Basic office informatics software like Word and Excel are required for
the receptionist to be proficient. In addition, employees must master the skills
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of using management software, sales software of the hotel, fast internet search
to consult customers is also essential.
o Requirements for hotel receptionist about attitude:
A professional receptionist should ensure to equip some of the most core
qualities as follows:
- Honest, dynamic, agile, resourceful, calm, flexible handle situations
and resolve problems arising promptly.
- Communicate politely, sincerely, openly to create sympathy for the
opponent.
- Diligent, meticulous, working in accordance with the process, with
precision and high efficiency.
- Be open, hospitable, respectful and willing to help guests; know how to
convince customers and serve customers to the best of their ability.
- Enhancing teamwork at work, always ready to support and help
employees in the department and other departments.
o Requirements for appearance and health
- Receptionists often work under high pressure, so it requires good
health.
- Has a balanced appearance, good-looking appearance, a charming face
that is easy to cause sympathy.
- Clothes neat, clean, wear the right uniform of the department; friendly
smile; manners agile, dynamic.
- Some hotels also have very high receptionist requirements such as no
defects, deformities or infectious diseases. The receptionist's health must also

be extremely good to withstand the high pressure of work, especially during
peak seasons.
1.3.4. Layout area
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The reception is usually located near the main entrance of the hotel. If
the hotel has multiple floors, the bottom floor (ground floor) often uses most
of the area to welcome guests, the rest are rooms, offices, restaurants,
conference rooms, souvenir shops and bars.
1.4. Service Quality of Hotel
1.4.1. Concept of Service Quality
Currently, there are many different definitions of hotel service quality:
- Based on the perception, the quality of hotel service is the customer 's
evaluation drawn during the use of the service: the attitude of live service
staff, the appearance of the system of technical facilities art ...
- Based on the experience, the quality of hotel services is the evaluation
of passengers drawn after using and experiencing the services provided by the
hotel. In addition, the quality is based on the customer reviews that create the
reputation and prestige of the hotel in the market - customers often tend to
trust the quality of the service of hotels with a good reputation. .
In short, hotel service quality is an estimate drawn from a comparison

between expected quality and the quality of customer service received. From
the perspective of service consumers, the quality of hotel services is the level
of customer satisfaction.
1.4.2. Features of Quality of service
Quality of service includes the following characteristics:
 Firstly, the quality of tourism services is only accurately assessed
through tourists after they use the service.
 Second, the quality of tourism services depends on the quality of the
physical factors that make up the service. .
 Thirdly, the quality of tourism services depends greatly on the service
staff.
Student: Nguyen Luu Tien Hien

Code:


Graduation Paper

15

Supervisor: Tran Thị Ngoc Tuyen, M.A.

 Fourthly, the quality of travel services requires high accuracy in terms
of time, location, and service attitude of staff in direct contact with customers
in all stages of the entire service delivery process service
When customers assess the quality of travel services, they often do not
evaluate each individual service but often judge the whole process of
providing services. To ensure the quality of service, the stages in the process
must be consistent and consistent with each other.
1.4.3. The role and significance of improving the service quality in the

hotel business
High service quality helps to increase profit for the hotel. The high
quality of the service helps the hotel retain old customers, create loyal
customers and attract new customers.
The improving of the service quality will increase competitiveness and
increase the selling price in a reasonable way in the market. The tourist
market is the main and most important market for hotel business. This is also
the most demanding market, with high payment ability and also a very high
demand for the quality of the products they buy. Therefore, hotels are always
looking for ways to improve their service quality higher than their
competitors in order to increase their selling prices. However, it still ensures
to increase competitiveness in the market. That proves that investing in
service quality is a tool that helps businesses increase product prices while
retaining their prestige and affirmation on the market position. Improving the
quality of service in the hotel helps to reduce the cost of doing business for
the business. In addition to minimizing the marketing and advertising costs of
the hotel, the continuous improvement of service quality is an effective way
to save on the overall cost of doing business.

Student: Nguyen Luu Tien Hien

Code: