Maslow's theory of needs: According to Maslow, needs are divided into 5 levels from low to high starting from physiological needs, safety needs, social needs, respect needs and self-improvement needs.
Physiological needs: This is the lowest level of need but is especially important, including essential needs for human existence such as: eating, dressing, living... When guests come to stay at a hotel, the need that needs to be satisfied is their accommodation needs. Hotels need to pay attention to this need of customers, especially the psychology of customers when tired. If this need is satisfied, other needs of customers will arise. Contact staff need to really care about the psychology of customers to create the best impression on them.
Safety needs: This need is of particular concern to customers, because safety will create a feeling of good service. In addition, customers participating in the service also want to know for sure that there is no danger threatening them and that their property will be guaranteed safety. Therefore, room service staff must not only be professional but also honest, if they cannot ensure the safety of guests' property, the reputation of the hotel will be negatively affected.
Social needs: Including the needs for friends, love, a sense of belonging, recognition, human feelings, opinions, and attitudes are strongly formed from these needs. This requires hotel staff to have an open, polite, and friendly attitude in communicating with guests, helping guests expand their social relationships.
The need for respect: Includes the needs for achievement, superiority, recognition, personal freedom, respect and recognition from others, honor, etc. For people with this need, they often choose hotels famous for their attentive service and respect for customers. They come to famous hotels to show their success to those around them.
Self-actualization needs: This is the highest need in Maslow's hierarchy of needs, which is the need to find one's true potential, the need to become
a perfect person, a leader in every field to achieve goals in the process of working on oneself.
Maslow's hierarchy of needs can be changed according to preferences, circumstances, space and time. Not all customers have the desire to satisfy all the needs in Maslow's hierarchy of needs, but the hierarchy of needs has shown that in addition to material needs, people also have spiritual needs, so room service products have their own differences and characteristics.
b. Expectancy theory.
Customer expectations fall into seven basic categories:
Availability: Customers want their needs to be met as soon as possible. They do not want to wait and always expect the supplier to be ready. Therefore, the hotel needs to meet the customer's expectations promptly.
Courtesy: Customers expect and expect to be treated professionally, courteously, and with skill toward themselves and their property. Additionally, customers expect neatness and cleanliness from those with whom they come into contact.
Personal attention: Customers want to know what services they will receive, who will serve them, and they want their room service requests to be fulfilled as quickly as possible. Customers do not expect special attention, but they do expect to be treated fairly and given due attention.
Empathy: Empathy depends largely on the ability of the service staff to be sensitive and perceptive. When a guest feels anxious about something inside or outside the hotel, if the staff can relieve that tension, it can be said that the staff has performed their duties well.
Professional knowledge: Customers expect employees to be well-rounded in terms of personality, skills, professionalism, and to know everything about their jobs and hotels.
Teamwork: Due to the specific nature of the industry, hotels have different services, but customers always expect these services to be consistent.
Customers expect coordination between departments in the hotel to receive the service as requested. When consuming room service in the hotel, that service must be unique.
Consistency: Customers expect to receive the same answer no matter who they talk to, and they also want to be treated the same way they would with other customers, if any, only if the customer sees and understands the real reason for the difference.
Customers are a factor involved in the process of creating products and services, so studying customer expectations is what every hotel needs to aim for. Study customer expectations to understand the psychology and desires to create room service products that best meet customer needs.
1.2.3.2. Hotel
A hotel is a business establishment that serves accommodation, a place to sell and consume products that meet the needs of eating, resting, and entertainment of customers with the aim of maximizing profits.
Hotel products and services are abstract to customers, they cannot evaluate them without consuming them and can only feel them through the system of facilities and the professional attitude of the staff. The communication staff is the one who directly creates the service products and provides them to customers, is the bridge between customers and the hotel. Moreover, the communication staff is the image of the hotel in the eyes of customers. To know the position of the communication staff in the hotel as well as the relationship between the communication staff and the hotel, we have the following management model:
QT
D H
Low QT
Monitor
Communication staff
According to the above model, the hotel management system is a trapezoid, the operator is at the top, the communication staff is at the bottom, the middle managers and supervisors are in the middle. According to the above model, we can see that power is concentrated at the top, and the communication staff do not have the right to be proactive and must follow the policies set by the executive management board, they are not allowed to provide direct services to customers, they are in a passive position. The above model has revealed many limitations, the biggest limitation according to the author is that the communication staff do not have the right to be proactive, do not have the dynamism and creativity, and do not have the opportunity to express themselves.
We compare the management model and the modern management model:
Communication staff
Monitor
TT
QT Đ H
In the modern management model to provide excellent services, hotels need to emphasize the following factors:
The worker is authorized
When working get respect 
Education and training
High technology and skills.
Service excellence
The worker is able to deliver | When working on a job Okay | Education and training | High technology and skills | |||
right | respect | |||||
weight | ||||||
Previous customer | ||||||
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In this model, the layers of responsibility are eliminated, creating a new, more scientific organization that meets customer needs more quickly and systematically.
Empowered workers: empowering contact staff helps them achieve higher work efficiency because contact staff are the ones who directly communicate with customers, so they understand the needs of customers. On the other hand, when empowering them, they will feel important and work well to affirm their position.
When working, they receive respect: When working, they receive respect, employees themselves also see their importance when providing services to customers and try to do their best in the tasks assigned to them.
Education and training: This is a job that managers must pay special attention to and focus on, how to continuously improve the quality of the staff. Managers not only focus on professional expertise but also on the communication skills of employees.
High-skilled technology: Skills greatly influence the formation of a perfect service, service skills demonstrate the professionalism of the contact staff, is a factor that ensures the ability to provide customers with a perfect service, as committed and expected by customers about the hotel's service.
1.3. Service quality of the housekeeping department
1.3.1. Concept of quality
Service quality is an abstract concept and it depends on many angles.Different people have different perceptions, but in general, the concepts of serviceusually from the perspective of the service consumer, that is, the quality of servicedepends on customer perception.
According to TCVN 581494: Service quality is the totality of product characteristics.products and services that are capable of satisfying the stated requirements.
According to ISO 9002: Service quality is the level of conformity of the service to satisfythe requirements set or predetermined by the buyer.
Service quality depends on many factors such as: Supplier, customercustomers, their perceptions and expectations. Service quality is satisfaction.customer is determined by comparing perceived service quality andcustomer expectations
1.3.2. Concept of hotel room service quality
Through the concept of service quality, we can conceptualize quality.Room service quality is as follows: Room service quality is the quality of the room andquality of accompanying services to satisfy customer needs in timestay
1.3.3. Criteria for evaluating the quality of hotel room services
There are many criteria used to evaluate the quality of room service, butcan be summarized into some important indicators as follows:
1.3.3.1. Room quality
This metric includes customer reviews of room size.Is it suitable? Is it up to standard? Bed, desk…are there?Is it up to standard or not? Accommodation is an indicator that customers can easily perceive.most visible because customers can see, touch it very specifically and fixed.
1.3.3.2. Quality of accompanying services
a. Service facilities
Room amenities can help in assessing service quality.The initial room is easier. Good facilities create comfort, politeness, modernity,luxury and convenience for guests. Good facilities are created by the following elements:
Level of equipment uniformity 
Level of equipment 
luxury Aesthetics
Clean and ensure safety according to standards
b. Household items
The daily necessities in the room include: shampoo, toothpaste, toothbrush, bath towel, face towel, drinking cup, teapot... to serve their daily needs. These may be small items but are extremely important because
Customers often use these items, these items greatly affect customers' evaluation of hotel room service.
c. Entertainment
Entertainment facilities serve the additional needs of customers, entertainment services and accompanying services. Entertainment facilities are suitable for the star rating of the hotel, the more diverse the entertainment facilities, the higher the ability to keep customers staying.
d. Cleanliness
This is the most important goal that customers care about when staying at a hotel. Rooms must be cleaned daily, sheets, towels, and pillows must be changed and washed daily, ensuring that the room is free of dust, always airy, and free of strange odors.
e. Internet
Internet in the hotel must ensure the following factors: 
Stable connection
Good connection quality and fast access 
24/7 access time.
b. Phone
The hotel telephone system must meet the following standards:
Telephone system must be equipped synchronously in all types of rooms. 
Easy to make internal calls as well as calls outside the hotel. 
Billing must be accurate.
When making a call, make sure to speak and listen clearly.
f. Laundry service
Laundry service in hotels to meet one of the basic needs of guests when staying long term at the hotel. A hotel with good laundry service must meet the following factors:
Pick up and return customer's belongings on time.
Pay the exact price stated on the laundry list.
Make sure not to damage or tear customer's belongings.
g. General feeling