On-site training activities in 4-star hotels in Nha Trang city, Khanh Hoa province

Appendix 5: Table 2.9. Evaluation of selected hotel staff on their current status of using on-the-job training methods

STT

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Appendix 6. Table 2.22. Tourists' evaluation of service quality at 4-star hotels in Nha Trang city, Khanh Hoa province

STT

Appendix 7: Table 2.23. Tourists' assessment of the capacity of staff directly providing services at the hotel's Reception department

STT

Indicators	Rating Level										Total		TSĐ	AVERAGE SCORE	Rank
	Very good		Good		Rather		Medium		Weak, poor		Total
	SL	TL %	SL	TL %	SL	TL %	SL	TL %	SL	TL %	SL	TL %
1	Book a room	23	31.94	22	30.56	15	20.83	12	16.67	0	0	72	100	272	3.78	8
2	Check in for room guest	25	34.72	29	40.28	2	2.78	16	22.22	0	0	72	100	279	3.88	7
3	Marketing and selling hotel products and services	31	43.06	17	23.61	20	27.78	4	5.56	0	0	72	100	291	4.04	3
4	Customer care during guest stay	26	36.11	34	47.22	1	1.39	11	15.28	0	0	72	100	291	4.04	3
5	Check out guests	29	40.28	30	41.67	9	12.50	4	5.56	0	0	72	100	300	4.17	1
6	Ability to use foreign languages in communication	12	16.67	36	50	8	11.11	16	22.22	0	0	72	100	260	3.61	9
7	Ability to use computers at work	12	16.67	5	6.94	53	73.61	2	2.78	0	0	72	100	243	3.38	10
8	Ability to be autonomous at work	32	44.44	24	33.33	4	5.56	12	16.67	0	0	72	100	292	4.06	2
9	Sense of responsibility towards work job	28	38.89	23	31.94	12	16.67	9	12.50	0	0	72	100	286	3.97	5
10	Customer service attitude	24	33.33	26	36.11	14	19.44	8	11.11	0	0	72	100	282	3.92	6
Average															3.88

Appendix 8. Table 2.24. Tourists' assessment of the capacity of staff directly providing services in the hotel's Housekeeping department

STT

Indicators	Rating Level										Total		TSĐ	AVERAGE SCORE	Rank
	Very good		Good		Rather		Central jar		Weak, poor		Total
	SL	TL %	SL	TL %	SL	TL %	SL	TL %	SL	TL %	SL	TL %
1	Make a guest room	7	9.72	20	27.78	35	48.61	10	13.89	0	0.00	72	100	240	3.33	5
2	Make guest room	15	20.83	19	26.39	22	30.56	16	22.22	0	0.00	72	100	249	3.46	4
3	Make room when guest check out	11	15.28	17	23.61	40	55.56	4	5.56	0	0.00	72	100	251	3.49	3
4	Foreign language proficiency in communication	4	5.56	6	8.33	9	12.50	21	29.17	32	44.44	72	100	145	2.01	7
5	Ability to be autonomous at work	19	26.39	20	27.78	29	40.28	4	5.56	0	0.00	72	100	270	3.75	1
6	Sense of responsibility towards work job	12	16.67	16	22.22	28	38.89	16	22.22	0	0.00	72	100	240	3.33	5
7	Customer service attitude	12	16.67	15	20.83	43	59.72	2	2.78	0	0.00	72	100	253	3.51	2
Average															3.27

Appendix 9: Table 2.25. Tourists' assessment of the capacity of staff directly providing services in the hotel's Restaurant department

STT

Indicators	Rating Level										Total		AVERAGE SCORE	ORDER	Rank
	Very good		Good		Rather		Medium		Weak, poor		Total
	SL	TL %	SL	TL %	SL	TL %	SL	TL %	SL	TL %	SL	TL %
1	about quantity	4	5.56	22	30.56	34	47.22	12	16.67	0	0.00	72	100	234	3.25	3
2	About labor arrangement method	6	8.33	19	26.39	31	43.06	16	22.22	0	0.00	72	100	231	3.21	4
3	Professional level
3.1	Waitressing skills	6	8.33	34	47.22	21	29.17	11	15.28	0	0.00	72	100	251	3.49	1
3.2	service skills	9	12.50	12	16.67	29	40.28	20	27.78	2	2.78	72	100	220	3.06	5
3.3	beverage mixing skills	2	2.78	16	22.22	38	52.78	16	22.22	0	0.00	72	100	220	3.06	5
3.4	Service skills to serve drinks	5	6.94	12	16.67	53	73.61	2	2.78	0	0.00	72	100	236	3.28	2
4	Foreign language skills in communication	2	2.78	12	16.67	21	29.17	22	30.56	15	20.83	72	100	165	2.29	9
5	Skills in using computer equipment, smartphones, iPads…) at work	4	5.56	12	16.67	15	20.83	29	40.28	12	16.67	72	100	171	2.38	8
6	Ability to be autonomous at work	4	5.56	16	22.22	14	19.44	38	52.78	0	0.00	72	100	202	2.81	7
Average															2.98

On-site training activities in 4-star hotels in Nha Trang city, Khanh Hoa province - 16