Secondary Data Collection Methods

Especially software used in hotels, will help staff in the housekeeping department manage guests better, shorten guest service time, and improve service quality clearly.

 Culture - Society: Customers coming to the hotel from different countries and regions should have different cultural characteristics such as psychological characteristics, health... affecting the quality of the hotel's room service. International customers with different cultural and social characteristics than domestic customers will evaluate the quality of room service differently, thereby affecting the overall assessment of the quality of room service.

 Natural environment: Factors in the natural environment have an impact on the service quality of the reception support staff such as the yard staff and drivers. Unexpected bad weather causes obstacles to travel, causing delays or interruptions in picking up and dropping off guests, making it impossible to serve the needs of guests in a timely manner, and activities outside the yard will be disrupted. This directly affects the quality of customer service, which can make guests dissatisfied right from the moment they come into contact with the reception staff.

 Competitors: Different hotels have different standards of service quality, creating differences in service quality, especially room service, the people who directly contact customers. This business is increasingly attractive, so many new hotels are springing up, customers will have more choices. Customers with high incomes can use accommodation services at many different hotels and compare the quality of service at hotels with each other, this affects the customer's assessment of quality.

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2.2.2. Internal environmental factors

 Labor:

+ Quantity: The number of employees in the housekeeping department directly affects the quality of service. If the number of employees is not enough, the employees will

Having to work at high intensity, always under pressure, uncomfortable spirit leads to delay in customer service process, affecting the overall quality of service. Lack of administrators or managers makes it difficult to control the service process of employees, unable to cover the operating situation of the department, not bringing high efficiency.

+ Quality: Hotel business uses a lot of live labor. Employees with professional skills and skills such as communication skills, good use of foreign languages create products with better quality and are highly appreciated by customers. Managers with good management skills will discover each employee's strengths, thereby using employees appropriately, improving service quality.

 Service process: Is the combination of using equipment, tools and people in sequence according to steps to perform the service process in the housekeeping department. Appropriate business processes and good coordination of housekeeping staff will ensure service quality according to the requirements.

 Corporate culture: Corporate culture is indispensable in every business. A strong culture creates unity in ideology, strategy, and belief of each individual in a large group. A hotel with the right operating policy, consistent with the goal, will help employees of each department, especially housekeeping staff who are the ones who have the most direct contact with guests, to be consistent in service style and service techniques, thereby building trust with guests and improving service quality.

Prestige and position of the business: is evaluated through many factors such as service quality, customer satisfaction, hotel market share. Prestige and position of the business creates trust for customers when using the hotel's services, bringing customers to a new position and class.

PART III

OBJECTS, CONTENT AND METHODS OF RESEARCH

3.1. Research subjects

-About space: Research topic on room service provision at Habana hotel.

-Regarding time: Directly study the hotel's operations during the period of February 15, 2020 - June 15, 2020. The illustrative data in the thesis was taken at the Habana Hotel in 2018 - 2019 and during the internship period.

3.2. Research content

- Overview of Habana Hotel.

- Research results on the current status of room service quality at Habana Hotel.

- Hotel business results and customer reviews of hotel room service quality.

- Propose solutions.

3.3. Research method

3.3.1. Secondary data collection methods

Secondary data sources will be important evidence for the status of room service quality, the effectiveness of the process of improving room service quality. And together with primary data, it provides advantages and limitations along with the causes and perspectives on improving room service quality. Therefore, it is necessary to have a proper orientation to collect the necessary secondary data system to aim at the set goals. Specifically as follows:

Collection of publications and reports of the Habana Hotel

Helps analyze and evaluate the current status of room quality at the hotel and factors related to the process of improving the quality of room service at the hotel. Business performance results table over the two years 2018 and 2019, with the following indicators:

- Growth in revenue and proportion of hotel services.

- The hotel's labor structure table shows the level and structure of labor in the hotel.

- Relevant hotel documents on room service quality, such as room structure and corresponding equipment, etc.

Collect statistical data; forecasts, and investigations that have been verified by agencies.

Thesis and topics that have been accepted on the method of developing room service quality of competitors and the whole industry: As a basis for analyzing the business environment; at the same time, they are samples for comparing room service quality and improving the service quality of hotels.

3.3.2. Primary data collection method

Primary data collection includes the following methods:

- Internal evaluation: This is to get the opinion of the manager and the opinion of the staff about the quality of room service.

- External evaluation: This is the process of getting opinions from experts and customers about the quality of hotel room service.

3.3.3.Customer survey method

This is the use of questionnaires distributed to customers to ask for their opinions on the quality of room service. This method consists of 5 steps:

- Step 1: Determine the survey sample

In the scope of the research topic, random probability sampling was selected. The survey subjects included all customers who used the hotel's room service. Based on the number of customers using the hotel's room service, I selected 130 survey questionnaires.

- Step 2: Design the survey form

Survey form (appendix), including 10 criteria for evaluating the quality of room service. The scale is established corresponding to the following quality levels: Good: 5; Fair: 4; Average: 3; Poor: 2; Very poor: 1

- Step 3: Distribute survey forms

I randomly distributed survey forms to 130 respondents who stayed at the hotel from May 10, 2020 to May 30, 2020.

Some of the tickets are left in the rooms by me. Some tickets are given to guests by the receptionist when they check in.

- Step 4: Collect survey forms

The customer survey form is collected when the guest leaves the hotel and has filled in all the information. After distributing the survey form, with 130 forms distributed, 122 forms were collected but 8 were invalid (due to incomplete information). Thus, the total number of valid forms collected was 114, accounting for 88%. Then I proceeded to score according to the scale as in step 3.

PART IV

RESEARCH RESULTS AND DISCUSSION

4.1. Overview of Habana Hotel

4.1.1 Hotel Overview

 Formation and development process

- Full name: Habana Hotel

- Address: No. 318 - Quang Trung Street - Thai Nguyen City - Thai Nguyen Province.

- Website: www.habanahotel.com.vn

- Email: habanahotelthainguyen@gmail.com

- Tel: 02083 648 999

 Location :

Located 3km from the center of Thai Nguyen city. Habana Hotel is very convenient for tourists to come and visit famous places in Thai Nguyen. Famous places in Thai Nguyen include Nui Coc Lake, Tan Cuong tea hill, Thai Hai ethnic ecological stilt house village conservation area, Phu Lien pagoda, Phuong Hoang cave, ... Specifically, Habana Hotel is only 20 minutes by car from Nui Coc Lake, from the hotel it only takes 10 minutes to Thai Nguyen station. Especially, it is 60 minutes from Noi Bai international airport by car.

 Brief history of the formation and development of Habana Hotel:

Habana Hotel is managed by TSP Company, started operating in 2018, and was recognized as a 3-star hotel by the Department of Culture, Sports and Tourism of Thai Nguyen province on October 21, 2019.

With a hotel frontage of 50m. The Habana hotel complex consists of 9 floors, built on a 1000m2 area - a business floor area of 9400m2 located in a spacious area with a garden, swimming pool and parking. The building is built according to a modern European architecture with an open orientation that can change the space according to many different utilities.

Habana Hotel has 60 rooms meeting three-star hotel standards, including 31 rooms with 1 double bed, 25 rooms with 2 single beds, 4 rooms with 3 single beds with full amenities. All rooms have bathtubs, internet, TV, air conditioning, etc. From the rooms, customers can see Thai Nguyen city from above through the balcony windows of the rooms. In addition to room service, the hotel also provides many other ancillary services such as a large and clean swimming pool with a capacity of up to 100 people, next to the swimming pool is a bar serving drinks and food very conveniently.

In addition, 1/5 of the first and second floors of the building are luxurious restaurants serving European and Asian dishes according to customers' requests and serving buffet every morning. The meeting area is home to 3 halls serving events and meetings with a capacity for groups of up to 200 guests. If customers do not want to go far for entertainment, the hotel has a beautifully designed, spacious karaoke room system with standard sound system that will satisfy customers or the hotel provides medicinal bath services, herbal water of the Red Dao people in the massage - sauna area on the 3rd floor of the building. In addition, the security and safety of the hotel are always well ensured. Cleanliness, blankets and sheets are washed daily, sprayed with disinfectant and disinfected periodically every 3 months.

The hotel has a team of friendly, young, professional staff, always listening and caring for guests with the ability to provide the most suitable services for customers.

Habana provides the most convenient stay for guests by providing standard elevators, free daily breakfast and excellent facilities of a three-star hotel. Moreover, with 24/7 service (especially evening room service), Habana has always been a hotel on the list of trusted hotels chosen by many guests in the Thai Nguyen area.

Business objectives of Habana hotel

In the future, with the continuous development of the economy, a series of large hotels will be born. Therefore, fierce competition is inevitable. To affirm a solid position in the hotel industry, Habana Hotel must set specific goals such as:

- Improve room service quality, maximally satisfy the needs and expectations of guests when coming to the hotel.

- Further satisfy the needs of existing customers and attract a number of potential customers.

- Implement appropriate discount and promotion policies to maximize room capacity.

- Improve facilities and staff qualifications to strive to meet 5-star hotel standards.

- Ensure proper hygiene standards in guest rooms and public areas. Control costs of cleaning supplies and fabrics.

- Maintain products according to hotel standards.

- Meet current regulations on safety and security standards for guests and labor safety for employees.

- Contribute to calling on customers and employees to save electricity and water, raise awareness of environmental protection according to ISO:14000 standards

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