Current situation and solutions to improve the service quality of the reception department at Avani Harbourview Hotel - Hai Phong

INTRODUCTION

I. Reasons for choosing the topic

Nowadays, tourism is considered an important smokeless economic sector of many countries in the world, including Vietnam. Tourism has become popular and is an indispensable need of people when their spiritual life is increasingly rich. Along with that, the integration of the world economy in general and the Vietnamese economy in particular has attracted more and more commercial visitors to Vietnam. These are the factors that promote the strong development of the tourism industry today, requiring all countries as well as businesses to give top priority to providing high quality services to satisfy the increasing needs of customers. Hotel business is a special tourism sector that always occupies an important position in the national economy and is no exception to that trend.

Hai Phong is one of the coastal cities with favorable geographical conditions to build and develop a unique tourism industry that is competitive enough with famous tourist centers in the region. In order to serve tourism business activities and meet the needs of customers, a series of restaurant and hotel systems have developed rapidly in terms of both service quality and infrastructure. The diverse system of hotels and restaurants meets the needs of all classes of customers with different spending levels. However, in reality, not all hotels meet the needs of customers well to bring them satisfaction. The process of serving customers in a hotel is quite complicated and difficult but has a very important meaning that affects the quality of the hotel's products. Therefore, the reception of customers by the reception department is also considered an important step to attract and convince customers. They are the bridge between the hotel and the customers.

Therefore, improving the service quality of the reception department is very necessary. Moreover, the hotel business is increasingly competitive, requiring businesses to have solutions to improve service quality to turn it into a competitive advantage.

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One of the hotels that has an influence on the competition in Hai Phong city is Avani Harbour View - Hai Phong. As a 4-star hotel with French architecture, in recent years the hotel has affirmed its position through the increase in the number of guests. And to achieve that success, it is partly due to the hotel's reception department. The reception has contributed to creating a good impression of the hotel, the country, the Vietnamese people in general and Hai Phong in particular. Doing a good job at the reception not only serves one's duties well but also learns a lot in communication, improves professional skills, and contributes to the success of the hotel.

Realizing the importance of reception, as well as improving the service quality of the reception department, along with the enthusiastic guidance of the instructor, I decided to choose the topic: "Current situation and solutions to improve the service quality of the reception department at Avani Hai Phong Harbour View Hotel."

II. Research objectives

Understand the functions, tasks and importance of the reception department at Avani Harbour View Hotel - Hai Phong, and from there propose some solutions to improve the service quality of the reception department in that hotel business.

III. Research objects and scope

1. Research object: service process and quality of the reception department at Avani Harbour View Hotel - Hai Phong.

2. Research scope:

- Space : Avani Harbour View Hotel - Hai Phong

- Time : Information and statistics from 2013 to 2018.

IV. Research methods

To carry out the topic, I used a combination of methods:

- Document collection and processing method : Collect documents related to the service procedures of the hotel reception department from textbooks and lessons.

lectures, articles on the internet,... to serve as a theoretical basis for analyzing the current situation and service process of the hotel reception department.

- Field survey method : Spend a lot of time to visit Avani Harbour View Hotel to conduct field survey to compare and contrast between theory and reality. At the same time, it is the basis for proposing solutions.

- Method of analysis, synthesis and evaluation : After synthesizing the information, I analyzed and evaluated it, from which I made comments and assessments on the service process of the reception department.

V. Significance of research topic

When deciding to choose this topic, I hope that the research results and contributions of the thesis will make the service process of the reception department more effective, helping to attract more guests to the hotel in particular and Hai Phong in general. Thereby contributing to improving the business efficiency of the hotel, contributing to the development of the locality.

VI. Sources of information

- Written documents: books, textbooks on receptionist duties, travel magazines...

- Actual survey documents at the hotel: reports on business results, human resource data...

VII. Thesis layout

In addition to the introduction, conclusion, table of contents, references and appendices, the main content of the thesis is divided into 3 specific chapters as follows:

Chapter 1 : Overview and activities of Avani Harbour View Hotel - Hai Phong.

Chapter 2 : Reception department and the current status of reception service process at Avani Harbour View Hotel - Hai Phong.

Chapter 3 : Solutions to improve the service quality of the reception department at Avani Harbour View Hotel - Hai Phong.

CHAPTER 1

OVERVIEW OF ACTIVITIES OF AVANI HARBOUR VIEW HOTEL – HAI PHONG

1.1. Overview of Avani Harbour View Hai Phong Hotel

1.1.1. Geographical location of the hotel

The geographical location of a hotel is one of the criteria for evaluating and ranking stars. The geographical location of a hotel is an important factor in determining its ability to attract and reach customers. Therefore, it directly affects the business performance of the hotel.

Avani Harbour View Hotel - Hai Phong is located at 12 Tran Phu, one of the main roads of Hai Phong city center, only 6.2km from Cat Bi airport. Especially from the hotel, visitors can travel by car in just 45 minutes to Do Son beach or just 10 minutes to go to Binh and take a boat to visit Cat Ba archipelago - one of the special tourist destinations of our country, with many beautiful landscapes and beaches. Moreover, this is also a world biosphere reserve with many rare species of flora and fauna... Because it is located on the main road of the city center, from the hotel we can walk to the park, to the Opera House square, to the city's entertainment areas, flower shops or visit Nghe Temple.

And with its location right in the city center, where the infrastructure and facilities are the best in Hai Phong, Avani Harbour View Hotel is the place where businesses choose to organize receptions, conferences, meetings, product introduction programs...

With its convenient location, every year Avani Harbour View Hotel welcomes a large number of domestic and foreign tourists, mainly group guests, business guests, and foreigners coming to Vietnam to live and work long-term.

Some information about the hotel:

- Address: 12 Tran Phu, May To, Ngo Quyen, Hai Phong

- Phone: 0225 3 827 827

- Fax: 0225 3 827 828

- Email: haiphong@avanihotels.com

1.1.2. The formation and development process of Minor International Group and Avani Harbour View Hotel - Hai Phong

Minor International Group is one of the largest hospitality and entertainment groups in the Asia-Pacific region. The group was founded in 1976, initially as a Thai royal entertainment complex built in the structure of a small hotel in Pattaya with 30 small single-storey bungalows and 27 rooms, this place was only to serve American soldiers to rest and entertain. Over the next 30 years, this complex was upgraded several times and it was gradually expanded, today there are 292 rooms.

In 1998, the group was listed as a Thai privatized group to provide investment capital for new projects. The first project was a 16,000m2 Royal Garden Mall , which was directly connected to the Pattaya Hotel.

In 1993 the group opened Riple's Blieve It near the Plaza in Pattaya, a museum that provides a panoramic view of the area. A second museum was also established in 1997 in Hong Kong at the Peak Tram, built as a joint venture between the Hong Kong and Shanghai hotel groups.

The group expanded its hotel operations in 1995 through a share swap, which allowed the group to balance its profits between the two Hua Hin areas and bring its profits up to 100%. The group also opened the ChiengMai Executive Resort, which is now considered one of the world's leading resorts. In 1999, the Madara Spa was opened, which is one of the top spas in Thailand today. The group also has 71 manors in Kon Samu to develop a 5-star resort. In December 2001, the resort and

The JW Marriott spa opened with 256 rooms. In 2002, the Marriott Phuket Village opened alongside the Marriott Resort and Spa. This was followed by the Bann Boran Resort in Chieng Rai with 110 rooms set in 800 square metres of tropical gardens and bamboo forests. Following this upgrade, the group opened the Anantara Golden Triangle in late 2003.

Minor International is a hotelier, operator, investor and manager of over 10,000 rooms with over 90 hotels, resorts and serviced suites under the Anantara, Marriott, Four seasons, Elewana, and smaller international brands. Today, Minor operates in 12 countries including Thailand, Maldives, Indonesia, United Arab Emirates, Vietnam, Malaysia, China, Tanzania, Kenya, Sri Lanka, Australia and New Zealand. In addition, Minor operates a mix of spas, shopping plazas, entertainment outlets, residences, and resorts. Today, the group has expanded with 630 restaurants, 15 hotels and entertainment venues located under Marriott, Anantara and several branches in Vietnam and Maldives open to guests all year round, meeting the growing needs of customers in a dynamic market. The group has not only received awards for its high-quality hotels and entertainment, but is also a leader in spa destinations with 24 destinations in Mandara and Annatara, all of which have been listed among the best spa destinations in Asia and the world. Minor Group is the market leader in Thailand in almost all the sectors in which it operates. Its restaurants in Thailand alone served over 67 million guests in 2006. In addition to its extensive presence in the retail market, the group is also the largest investor in the aviation and commercial sectors with ice cream and cheese companies to support its restaurant and third party partners. In October 2003, the first international pizza company allowed the group to open restaurants selling its products in Kuwait, marking the beginning of a new business area. The Group's business focuses on providing advanced services and optimal products to customers through its leading branches. The Group always sets the goal of

The goal is to outcompete the world's leading corporations because every day about 18,000 firms compete with each other to achieve the most valuable investment alliance contracts.

As the group enters its 40th year of operations, its business model continues to evolve. Since its launch in Thailand, the group has continued to expand its brand into new growth markets. It has formed strategic alliances with Swensen's and Sizzler to jointly develop the brand in specific markets from South Africa to China.

Building on this momentum, the group will continue to develop a solid operating strategy in its business in Thailand and some of its own overseas markets such as the Middle East, Asia and China in the food service sector and in the Maldives and the Indian Ocean countries in the spa and resort sector. The group is adding to this by obtaining business licenses and customs clearances to enhance the group’s brand in the markets from Africa, the Middle East and Southeast Asia. It is a balance of increasing profits and leveraging the group’s advantages with long-term and attractive strategic visions.

Along with Sunflower, Harbour View is a large-scale joint venture hotel in Hai Phong. The hotel is ranked as a four-star hotel of international standards by the Vietnam National Administration of Tourism.

The hotel opened in October 1998. Harbour View is a property of the Minor International Group, and is currently managed by William E. Heinecke.

Harbour View Hotel was built during the French period by a French architect. The entire hotel has four floors with 127 rooms. In front of the hotel is a large courtyard, at the hotel door there is an old white car - this is a decoration that impresses guests as soon as they enter the hotel door. To the right of the hotel is the office tower for rent, to the left of the hotel is the restaurant and a walkway for employees.

Starting from January 1, 2014, the hotel has been changed to AVANI Hai Phong Harbour View but is still temporarily called Harbour View so that guests can recognize it when coming to the hotel.

Harbour View Hotel is one of the most beautiful and luxurious hotels in Hai Phong. The hotel has 127 bedrooms, bars and restaurants: Nam Phuong restaurant, La Terrasse restaurant, Cheers Pub, Harbour View cafe. The hotel also has meeting rooms with modern equipment: Hanoi, Saigon, Hanoi and Saigon, Hai Phong, Da Nang, Hai Phong and Da Nang. The hotel has many additional services: swimming pool, gym,...

Harbour View Hotel is located in the center of Hai Phong city at 12 Tran Phu. This is a beautiful location that is quite convenient for tourists. With such a convenient location, Harbour View Hotel can welcome a large number of international visitors to Hai Phong.

During its operation, the hotel has continuously upgraded and improved its service departments as well as focused on training its staff in basic skills to serve customers better and better.

Currently, the main business types of hotels are accommodation, food and beverage and tourism. These are the three areas that bring in the most revenue for hotels.

However, in the current fierce competition between businesses, Harbour View Hotel needs to focus on further improving service quality, perfecting existing products and services, equipping more facilities and really paying attention to marketing.

1.2. Activities of Avani Harbour View Hotel – Hai Phong

The main business of Avani Harbour View Hotel is accommodation and food services and additional services such as:

- 24-hour room service

- Massage and sauna services

- Laundry, dry cleaning

- Organizing conferences and events…

1.2.1. Organizational structure and workforce of Avani Harbour View Hotel – Hai Phong

 Organizational structure of Avani Harbour View hotel