CONCLUDE
Human resources are one of the resources that determine the success or failure of each business. In today's era, along with competition in intelligence and capacity, there is also competition in working attitude. Working attitude directly determines a person's behavior, determines whether they are dedicated to work or just cope with work, are satisfied with what they have or have the will to go further. Therefore, for organizations, creating and maintaining employee satisfaction plays a very important role. However, understanding correctly and fully about employee satisfaction is not a simple matter. Therefore, job satisfaction surveys have become a valuable source of data for businesses to have appropriate and accurate management decisions in each specific stage. Employee satisfaction surveys will help businesses determine which factors influence and the extent of these factors' influence on job satisfaction in order to have appropriate policies and adjust inappropriate policies to further satisfy employee needs, help them improve work quality and complete their work well, and stay with the business for a long time.
The research results of this thesis show that the two factors that have the strongest influence on the satisfaction of receptionists at 4-star hotels in Nha Trang are income (salary and benefits) and training and promotion. Income is the most important factor because every employee when working for a business wants to receive an expected income, once the income does not meet the needs of the employee, it will lead to a negative attitude at work. After income, the need for training and promotion is the second most important factor because when employees are well trained, their expertise is improved, the job opportunities and promotion will be higher, this is completely consistent with reality.
The results of this study provide hotel managers with a deeper insight into the factors affecting the satisfaction of front desk staff at 4-star hotels in Nha Trang. These results help managers to set appropriate orientations and policies in the use of labor, in order to retain front desk staff for long-term commitment to the hotel.
The main implication of this study is that hotel managers need to satisfy their front desk staff, paying attention to their concerns and needs. When satisfied, front desk staff will be more enthusiastic and do their job better, thereby increasing customer satisfaction with the hotel and at the same time the hotel's image will be enhanced in the eyes of customers.
The limitation of the topic is the scope of the research: this topic is only carried out within the scope of 4-star hotels in Nha Trang, so the research results may not represent 4-star hotels in other localities.
Future research direction: future research can study and build a model to evaluate the satisfaction of reception staff of luxury hotels, i.e. 4 and 5 star hotels.
Although I have tried my best, there are certainly still shortcomings. However, the author also hopes that this topic will provide a lot of useful information for hotels and those who want to research related topics. I look forward to receiving comments from teachers to improve the topic.
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APPENDIX
Appendix 1
List of 4-star hotels in Nha Trang City as of the end of 2018
TT
NAME OF ACCOMMODATION FACILITY | TYPE OF BUSINESS | TOTAL NUMBER OF TYPES ROOM | TOTAL NUMBER OF EMPLOYEES | |
1. | Nha Trang Lodge Hotel | Ltd. | 125 | 198 |
2. | TTC Hotel Premium – Michelia | CP | 201 | 186 |
3. | Yasaka Hotel – Saigon- Nha Trang | CP | 204 | 268 |
4. | Novotel Nha Trang Hotel | Ltd. | 154 | 121 |
5. | Green World Nha Trang Hotel | CP | 229 | 171 |
6. | Muong Thanh Grand Nha Trang Hotel Page | Private Enterprise | 255 | 201 |
7. | Galliot Hotel | Ltd. | 135 | 139 |
8. | Galina Hotel | Ltd. | 161 | 230 |
9. | Nha Trang Palace Hotel | CP | 169 | 171 |
10. | Legend Sea Hotel | Ltd. | 90 | 57 |
11. | Liberty Central Nha Trang Hotel | CP | 227 | 168 |
12. | Champa Island Hotel | CP | 168 | 192 |
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