Learn about the communication and behavior of the staff at CLASSIC Hoang Long Hotel

Thanks

It is an honor for every final year student to be assigned a graduation thesis. To have a good thesis requires a lot of effort from the student himself, the support and help of the thesis supervisor, family and friends.

The completion of the thesis allows me to send my sincere thanks to Dr. Nguyen Ngoc Khanh - my thesis supervisor, he has always been a dedicated teacher, has helped me a lot in collecting documents, guiding me step by step to complete the thesis. I would like to sincerely express my gratitude to him!

Maybe you are interested!

I would like to thank the staff at CLASSIC Hoang Long Hotel for helping me with professional knowledge and skills. They have created all favorable conditions for me during the process of writing my thesis.

Finally, I would like to express my deep gratitude to the teachers of my beloved private school. I would like to thank the lessons in the classroom, the interesting practical classes, and the useful field trips. All the things we have on graduation day will be remembered thanks to the teachers.

The graduation thesis is completed based on my own knowledge and experience, so it is inevitable that there will be shortcomings. I look forward to receiving comments from teachers so that my thesis can be better.

Student

Bui Thi Thu Huong

INTRODUCTION

1. Reason for choosing the topic

Human communication and behavior are closely linked to the birth and development of human society. Communication is an inherent need of humans and human society. Entering the new century, communication in business activities is increasingly given its proper importance by managers. With good communication and behavior, businesses can survive and develop in this fiercely competitive market economy.

Carnegie School, founded by the American steel king Andren Carnegie, researched and found that even in purely technical professions such as engineering, success in work is only 15% due to technical principles, while 85% is due to artistic level in communication and behavior.

American oil king John O. Rochefeller also realized the same thing: "Anyone who knows how to persuade, command or control others has an extremely valuable capital under this sky."

Communication and behavioral relationships in tourism business activities are increasingly diverse and complex.

Resolution 45/CP dated June 22, 1993 affirmed:

“Tourism is an important economic sector in the country's socio-economic development strategy.”

In recent years, the Party and the State have had many policies to develop tourism, so the number of domestic and international tourists has also increased significantly. Hundreds of travel companies and thousands of hotels have been established to serve tourism. The number of workers in the tourism industry has also increased accordingly. Therefore, to become a good service staff, in addition to foreign language knowledge and professional qualifications, one must have an understanding of psychology in general and psychology in particular.

Tourist psychology, service staff psychology and the art of communication and behavior to improve service quality are very important.

The communication between a service staff and a customer is not only a normal social activity but also an international relationship, a communication with different cultures, a communication to promote the reputation and brand of the business.

For the above reasons, we can affirm that communication and behavior are an indispensable step and an important move in conquering the market and developing the business's brand.

Based on the importance and practicality of the topic, as well as my own enthusiasm for this thesis, I have chosen the topic "Researching the communication and behavior activities with guests of the service staff at CLASSIC Hoang Long Hotel".

2. Research purpose

System of theoretical bases on communication and behavior in society and in hotel business

Learn about the actual communication and behavior of the service staff at CLASSIC Hoang Long hotel with guests.

Solutions and proposals to improve the effectiveness of communication and behavior with guests of the service staff at CLASSIC Hoang Long Hotel.

3. Research tasks

Learn about communication and behavior in society in general and communication and behavior in the hotel business in particular.

Study the actual communication and behavior of the service staff with guests at CLASSIC Hoang Long Hotel. Through the actual research, a

A number of solutions and recommendations to improve the effectiveness of communication and behavior with guests of the service staff at CLASSIC Hoang Long Hotel.

4. Research scope and research objects

The thesis was conducted at CLASSIC Hoang Long Hotel.

The research object is the service staff of CLASSIC Hoang Long hotel, including 3 main objects:

Receptionist

Restaurant staff Room service staff

5. Research significance

This research aims to improve the effectiveness of communication and behavior with guests of hotel service staff in general and service staff at Classic Hoang Long Hotel in particular.

6. Research methods Document research method Observation method

Interview method Investigation method Field survey method

7. Thesis layout

Introduction

The content includes 4 chapters:

Chapter I: General theoretical basis of communication and behavior in society Chapter II: Theoretical basis of communication and behavior in business

hotel

Chapter III: Current status of communication and behavior with guests of service staff at CLASSIC Hoang Long Hotel

Chapter IV: Some suggestions and recommendations to improve the effectiveness of communication and behavior with guests of the service staff at CLASSIC Hoang Long Hotel

Conclusion

References Appendix

festival

Chapter I: General theoretical basis of communication and behavior activities in society

1.1. Communication:

1.1.1. Concept of communication:

Since the formation of mankind, communication activities have been associated with them. Due to these

The needs of daily life require people to exchange, discuss, and connect with each other in hunting, living, and fighting against natural disasters and wild animals... After tens of thousands of years, today communication has become an indispensable need of every human being.

Researching on this activity, many concepts of communication have been born such as: Watson and Skiner - researchers based on the perspective of Behaviorism have said:

“Humans are relational beings, that is, humans do not live independently but live in relation to the environment and other people. These relations express the social nature of the individual and express the ability of each individual to live.

Communication is seen as a means of establishing relationships. In that relationship, people are included in a complex social structure. This structure surrounds people and directs their activities.

Dr. Jurgen Ruesh, a former theorist of human communication, asserted:

“The job of communication is to bridge the gaps in thinking between people through the use of language.

Joseph Lutf and Harrington Ingram put forward the theory of interpersonal communication, which asserts:

“Communication is the exchange of information about views, opinions, feelings and even one's own “ego”. When establishing communication relationships with others, they hope that people will trust each other and create mutual understanding”.

“Communication is an art that not everyone can master. Everyone must learn it” is the concept of I.Cvapilic.

Above are the concepts of communication in the West, so what about in Vietnam? Has the concept of communication changed? Let's continue to find out!

Our ancestors have long understood the importance of communication and said it is "more important than a feast", believed that "sweet words reach the heart", and advised their children to "learn to eat and learn to speak".

Over many generations, until now, communication researchers in Vietnam have had specific concepts about this activity:

Dr. Vu Thi Phuong and Mr. Duong Quang Huy in the book "Communication in Business" said:

“Communication is a process of exchanging information between individuals through a system of symbols, signs and behaviors. Communication can also be understood as forms of emotional expression, conversation, speech, and exchange of information.”

Associate Professor, Dr. Do Van Phuc in the book "Business Psychology":

“Communication is the relationship between people in life and in activities involving many people”.

According to author P. Vu Dung in the book "Communication culture":

“Communication is a process of exchange and contact between people and themselves, with society, with nature, with family... directly and indirectly through tools such as voice, language, behavior, psychology... to create relationships, knowledge, understanding in different areas of human life, of communities, social groups and individuals”.

Thus, according to Western and Vietnamese concepts, we can come to a general conclusion about the concept of communication as follows:

"Communication is human activity in the process of exchanging and contacting with society through communication tools to achieve their communication purposes."

Over time, the good and beautiful things in the communication process are summarized to form communication culture - a knowledge that anyone, no matter who they are, must learn to become a civilized and polite person.

1.1.2. Functions of communication:

As mentioned above, the main function of communication is to achieve the purpose before communicating, in addition, communication also has the following functions:

1.1.2.1. Notification function (message transmission):

This can be considered the basic and earliest function in the development of communication.

This function aims to inform and exchange information between two communicating objects through means, forms, and tools of communication.

This notification function is easily seen through the use of objects that emit sounds and signals to communicate with each other, such as: Wolves use howls to inform each other about prey or some strange event. Ants use their whiskers to exchange information... In humans, the content of the notification is much more complex and highly social.

The informing function of communication does not stop at the subject and object of communication but also informs from all sides of social groups, communities, ethnic groups... to small social groups and group members to satisfy the requirements and interests of individuals and social groups.

Depending on the level of development of society, the notification function can transmit any information and content with richer means and forms.

1.1.2.2. Function of creating relationships:

This function can be easily recognized, through communication people want to use them to create relationships. That relationship can become good or bad depending on the middle of the communication process of the communication object.

In some cases, relationships will be lost due to failed communication.

Learn about the communication and behavior of the staff at CLASSIC Hoang Long Hotel - 1

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