Development Direction of Friendship Hotel.

Chapter IV: Some measures and recommendations to improve the effectiveness of communication and behavior of service staff at Huu Nghi Hotel.

4.1. Development direction of Huu Nghi hotel.

Hai Phong tourism industry in general and Huu Nghi Hotel in particular have attracted a large number of domestic and international tourists. Huu Nghi Hotel is constantly trying to build and strive to become a typical hotel of the city. Therefore, in recent years, the hotel's Board of Directors has constantly advocated upgrading, overcoming difficulties, creating prestige and brand in the market to attract more customers.

Regarding labor, the labor force requires expertise, foreign languages, and the ability to adapt to market mechanisms, which is still lacking. There are many favorable opportunities for hotel business development. That is, the Vietnamese tourism market is becoming more vibrant, the Hai Phong tourism market is also making positive changes, the city's investment, trade, and service activities are on the rise...

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Along with the investment in construction and upgrading of technical facilities, product diversification, the hotel's business results have had many positive results. Based on the available market, it is necessary to invest in researching the target market, investing in planning development strategies for the coming year. Striving to build the hotel into a "safe destination" for all tourists. Therefore, Huu Nghi Hotel has proposed a number of specific measures for all employees, focusing on educating each person's professional awareness and ethics.

Building trust, creating the feeling of "hotel is home" for guests

Fight to make guests remember once, gradually creating a regular customer base to the hotel.

Improve service quality by paying special attention to customer standards and benefits, focusing on serving each individual customer and creating intimacy with customers, ensuring environmental hygiene and food safety.

Establish a fund to "support staff and workers", creating conditions for staff and workers in difficult circumstances to borrow capital from banks to organize family businesses.

family, from then on focused on his work at the hotel.

Pay attention to training and retraining of service staff to meet increasingly demanding service needs.

Strengthen leadership in all aspects, focus on activities of trade unions and Youth Union to build a strong and comprehensive unit.

4.2. Development goals of Huu Nghi Hotel.

- Strive to fully complete and exceed the company's assigned plan, assign specific tasks to each department.

- Ensure unit safety in all aspects, build a unit of comprehensive solidarity and unity.

- Ensure jobs and improve workers' lives.

- Build good cultural, artistic and learning movements.

- Develop human resources to meet job quality requirements.

4.3. Some measures and recommendations to improve the effectiveness of communication and behavior of service staff at Huu Nghi Hotel.

Nowadays, along with the pace of social development, many hotels are continuously springing up to meet people's needs for rest and entertainment. Therefore, to win

To compete with competitors, the hotel system in general and Huu Nghi Hotel in particular must improve the quality of service. Because that is the decisive factor for the success or failure of a hotel business. The quality of the tourism industry in general depends largely on the human factor, which is a factor that no machine or means can replace. Improving the quality of service means improving the quality of communication and behavior of the waiters. To create a good image of the hotel in the hearts of guests and prestige for the brand, Huu Nghi Hotel must always pay attention to the communication and behavior of the staff with guests, finding ways to improve the effectiveness of communication activities of the waiters.

Based on the study of communication and behavior of service staff at Huu Nghi Hotel, I would like to propose some measures and recommendations to contribute to improving the effectiveness of communication of service staff at Huu Nghi Hotel:

4.3.1. Hotels need to pay special attention to staff recruitment. This is an important step and it directly affects the service quality and business efficiency of the hotel.

Huu Nghi is a large hotel so the requirements for service staff are also stricter. They must be trained in service, have good communication skills, love the job and create satisfaction for guests.

- When selecting hotel staff, the following requirements must be met:

+ Must be trained in tourism, be professionals.

+ Be quick, dynamic, clever, calm, patient, flexible in behavior and handling situations, even with the most difficult customers.

+ Be honest, sincere, diligent, hard-working, responsible to guests, comply with the rules and techniques of the department and the hotel.

+ Enthusiastic at work.

+ Have a team spirit at work, always ready to support and help other staff in the department and other departments in the hotel.

+ Good looking, young age.

For hotel staff, it is necessary to regularly train and improve their skills and communication skills, especially those in direct contact with guests such as reception, restaurant, etc.

4.3.2. Regularly checking the professional qualifications of employees is a necessary and important task. Currently, in Huu Nghi Hotel in particular and the hotel industry in general, the professional qualifications of employees are a difficult problem. The labor force without professional qualifications, not knowing foreign languages, and old age accounts for a very large proportion. Therefore, the best solution is to organize new service businesses to attract this surplus labor force to do handicrafts, laundry, etc., and at the same time gradually rejuvenate the labor force.

In addition, hotels should open professional training courses at the hotel so that employees have the opportunity to learn and improve their qualifications or send employees to attend professional training courses organized by the General Department of Tourism and the Department of Tourism.

4.3.3. Hotels need to have appropriate reward and punishment regulations. Not only for the hotel industry in particular, but for all industries and fields, employees work according to their ability and receive according to their labor. Employees who work well and effectively,

Those who bring satisfaction to guests will be encouraged and rewarded. This will motivate them and make them try harder. On the contrary, for those who violate hotel regulations and make the hotel unhappy, they should be criticized and disciplined so that they can learn from their experience. With such regulations, their determination and interest in working will be aroused and they will certainly be enthusiastic about their work and serve guests with the utmost enthusiasm.

4.3.4. The hotel management department should also regularly care about the lives of hotel employees both materially and spiritually. Find out and help those with difficult families. This way, employees will have good conditions to focus on their work and want to stay with the hotel for a long time. It is especially important that the salary and bonus regime must be appropriate to the effort and work efficiency they perform.

4.3.5. Unity is the strength that creates success. In hotels, too, building a happy, comfortable, harmonious, and united atmosphere between individuals and departments in the hotel is essential. Avoid discordant relationships, prying,

Jealousy among hotel staff will create a heavy atmosphere and will directly affect the process of serving guests because each staff and each department in the hotel is a link that creates a perfect chain.

Solidarity is the bridge between departments to serve customers and satisfy their needs. Therefore, it is necessary to create a friendly, united, and mutually supportive atmosphere within the enterprise, with unity, trust, and mutual support, a serious attitude towards work, suitable working conditions, and other basic factors that determine a friendly atmosphere within the enterprise.

4.3.6. Customers are very diverse in age, habits, interests and qualifications... but they all have one thing in common: your warmth, kindness and thoughtfulness. Therefore, it is necessary to know if the reputation and the product and service of the hotel satisfy customers in terms of quality and service attitude of the staff. From the reviews and comments of customers, the hotel has directions and strategies to overcome limitations and promote its strengths to satisfy the most demanding customers when coming to the hotel. However, when finding out the real thoughts of customers, it is necessary to be very tactful, polite and give suggestions to customers by:

- Ask customers to answer a few questions on a survey form. This is a fairly simple measure but brings relatively high efficiency.

- Talk directly to customers.

- There are suggestion boxes.

- Organize regular discussion groups and invite guests to participate.

|Conclusion

From the actual investigation and survey at Huu Nghi Hotel together with the results of document research, I would like to draw some conclusions as follows:

- Communication and behavior not only help people get closer to each other but it is also an important factor that creates the success of a person or a business. Especially in the tourism industry in general and the business activities of Huu Nghi Hotel in particular, communication and behavior are decisive for the quality of service.

- Huu Nghi Hotel is a typical hotel of Hai Phong city, it affirms its position in the hotel business. Domestic and foreign tourists have gradually become familiar with the name Huu Nghi Hai Phong Hotel. For many guests, they consider this their second home on business trips away from home. Huu Nghi Hotel attracts tourists not only by its appearance but also by the hotel's strong services: Accommodation, restaurant, club and the enthusiastic and professional service of the hotel staff. Therefore, the image of Huu Nghi Hai Phong Hotel is a beautiful image in the hearts of guests every time they come here. Huu Nghi is a large-scale hotel, the main target customers are those with high payment capacity and also have strict requirements and assessments of communication and behavior in service.

The communication skills of the service staff at Huu Nghi Hotel are quite good, bringing satisfaction and good feelings to every visitor when coming here.

here. Although there are still some limitations that need to be overcome, in general, the hotel's human resources system is relatively stable, the departments and divisions in the hotel can be likened to a machine and no screw in that machine is missing. The success of a department is the overall success of the entire hotel. That is the foundation for the success of Huu Nghi Hotel.

- Besides, the communication and behavior of waiters still have limitations such as:

+ The sense of responsibility of each person at work is sometimes still not good, not complete, from awareness to expression in daily communication and behavior there is still a gap.

+ The ability to apply behavioral communication theory into practice is still weak and not fully aware of its role in work.

+ The foreign language proficiency of some people is still low, making them confused when communicating with foreigners.

* Causes of the above shortcomings:

- The hotel does not have clear policies and regulations on communication and behavior in the hotel. Hotel managers often pay attention to the organization of marketing and product sales, but pay little attention to the communication and behavior of employees with guests and consider it the responsibility of each person.

- Salary, bonus and discipline regimes still lack fairness between departments.

* From theoretical and practical research, I have proposed a number of measures and recommendations to improve the effectiveness of communication and behavior of the staff serving guests at Huu Nghi Hotel:

- Pay attention to staff selection, select qualified people

Professionalism and good communication skills.

- Training and improving communication skills for employees.

- Have clear regulations, appropriate and strict rewards and punishments.

- Pay more attention to employees' lives.

- Create a fun, friendly collective atmosphere, creating conditions for employees to work well.

- Ask for feedback on staff service attitude so that the hotel can make adjustments to serve guests better.

Once again, I would like to express my deep gratitude to the teachers of the University of Economics and Business, especially Mr. Nguyen Ngoc Khanh, the hotel management board and the uncles, aunts, brothers and sisters working at the Friendship Hotel for helping and creating conditions for me to complete this thesis.

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