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Solutions to improve service quality in hotel business Oscar Saigon - 1


MINISTRY OF EDUCATION AND TRAINING


HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY

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GRADUATION THESIS

Solutions to improve service quality in hotel business Oscar Saigon - 1


TOPIC:


SOLUTIONS TO IMPROVE SERVICE QUALITY IN HOTEL BUSINESS

OSCAR SAIGON


Industry: BUSINESS ADMINISTRATION

Major: RESTAURANT - HOTEL MANAGEMENT


Instructor: Dr. N GU YEN VAN TRAI Student: DANG TRAN THUY DUONG Student ID: 107405026 Class: 07D QK S2


Ho Chi Minh City, 2011

INTRODUCTION

1. Urgency of the topic


In recent years, the tourism industry in our country has developed quite strongly, not only serving tourists from all over the country but also serving international tourists. Accordingly, a series of tourist accommodation establishments have been established, from standard hotels to hotels with one to five star rating, villas, apartments, tourist villages, motels... appearing more and more with full facilities and services to meet all the needs of tourists.

Nowadays, when the country's economy has made new changes, with the achievements along with the progress in cultural level and awareness, the living standards of the people are increasingly improved. When the living standards are improved, people's needs also change. It is no longer the need for "full meals and warm clothes" but instead the need for "delicious food and beautiful clothes". Therefore, people's demands for the quality of products, goods in general and service industries in particular are increasingly high. Hotel business today must meet the diverse needs of customers such as the requirement to sleep in a clean, safe, luxurious and comfortable room with beautiful scenery... and especially the quality of service that the hotel provides must be really good. The requirement for service staff is to know how to meet all the needs of guests, to always create maximum comfort for guests, only then can they attract and retain guests to the hotel.

In particular, when our country joined the WTO, it created many opportunities for Vietnamese enterprises in general and Vietnamese hotel businesses in particular to exchange and expand investment cooperation with foreign enterprises. That created opportunities to consolidate and enhance the competitive position of Vietnam's tourism industry. At the same time, it also created an industry competition environment between businesses in the same industry. In the current context, each hotel business must improve its own competitiveness to meet the integration requirements, and should focus its efforts on the following areas: investment to create competitive products, improve

improve service quality to suit each target market, find solutions to expand the market, build a professional service workforce... In particular, finding solutions to improve service quality in the hotel business is very important. Because customers are increasingly interested in service quality more than any other factor.

That is the reason for implementing the topic "SOME SOLUTIONS TO IMPROVE SERVICE QUALITY IN HOTEL BUSINESS OS CAR

SAIGON” as a graduation thesis. Hopefully through this topic, I will have the opportunity to expand my knowledge and learn many useful things while completing the topic.

2. Research situation


Currently, the Vietnamese tourism industry in general and the hotel business in particular are developing very strongly. Therefore, there have been many topics and research projects on this field such as Marketing solutions to increase customer attraction to use the food and beverage services of Bao Son Hotel and Restaurant, solutions to improve service quality in the restaurant business at Asian International Hotel... These topics are all research on the restaurant - hotel sector in general and the issue of service quality in the hotel - restaurant business in particular. Through the solutions that I have proposed, I hope that the topic can help OSCA R SA IG ON Hotel in some way.

Research purpose


Building a theoretical basis for the research topic "SOME SOLUTIONS TO IMPROVE SERVICE QUALITY IN HOTEL BUSINESS"

OS CAR SAIGON” for improving service quality in the hotel business.

Evaluation of the implementation of solutions to improve service quality in the actual hotel business OCSA R SA IG ON .

Proposing solutions to improve service quality in hotel business OSCAR SA IGO N.

3. Research tasks


The topic will study the quality of services currently being implemented at the O SCAR SA IG ON hotel, thereby evaluating the quality of the hotel's services, and at the same time providing solutions to improve the quality of services for the hotel, contributing to improving business efficiency and attracting more customers to the hotel in the future.

4. Research methods


The graduation thesis is written based on the theory of hotel and restaurant business, the theory of service quality in hotel and restaurant business.


Using the method of analysis and synthesis: From the theory of hotels, the theory of service quality of hotel products combined with the reality of the hotel, evaluate the positive and negative aspects of the problem of service quality of the hotel, thereby providing the best solutions for the hotel OSCA R SA IG ON in solving the problem of service quality at the hotel.

5. Introduction to thesis structure


The graduation thesis includes 3 chapters:

Chapter 1: THEORETICAL BASIS OF SERVICE QUALITY IN HOTEL BUSINESS

Chapter 2: CURRENT STATE OF SERVICE QUALITY IN HOTEL BUSINESS OSCARS AIGON

Chapter 3: SOLUTIONS TO IMPROVE SERVICE QUALITY IN OSCAR SAIGON HOTEL BUSINESS

As a student preparing to graduate, with limited qualifications and experience, the writing is inevitably flawed. I look forward to receiving guidance, assistance and comments from teachers and supervisors to help me complete the topic well. I would like to sincerely thank you for helping me during the time of completing my graduation thesis.


Chapter 1: THEORETICAL BASIS OF SERVICE QUALITY IN HOTEL BUSINESS

1.1. Theoretical basis of hotel


1.1.1. Concept of hotel


Nowadays, tourism is an important and developing industry of all countries in the world. And Vietnam tourism industry is also gradually developing. There are many reasons to attract foreign visitors to Vietnam, such as a country rich in tradition

cultural history and natural environment (mountains, rivers, beaches) along with many growing business opportunities in major cities.

Accommodation is essential for all visitors, whether they come for business or pleasure, food and accommodation are their main concerns.

In Vietnam as well as elsewhere, the hotel sector is extremely important as it contributes a significant part to the country's G DP.

According to Circular No. 01/2002/TT-TCDL dated April 27, 2001 of the General Department of Tourism on guidelines for the implementation of Decree No. 39/2000/ND-CP of the Government on tourist accommodation establishments, it is clearly stated: "A hotel is an independently built architectural work, with a scale of 10 bedrooms or more, ensuring the quality of physical facilities, equipment, and necessary services to serve tourists".

There is also a definition of a hotel as follows: A hotel is a service company that has been inspected, classified, and specializes in business and serving tourists, an entity that needs to meet the needs of customers in terms of: food and drink - rest - entertainment - communication - sightseeing - transportation - conference organization and necessary services according to customer requirements.

The basic amenities in a hotel room are a bed, a toilet, a small table and other amenities such as air conditioning, telephone, television, broadband Internet connection or Wifi, Minibar with drinks, Coffee, tea and hot water cooking utensils...

The hotel is a complex and comprehensive economic organization because:


Hotel – general economic organization


Hotel organization is a mixture of different types of business. Looking closely at a hotel, we see many industries converging here such as construction, architecture, fine arts, ... pioneering the formation and regeneration of hotels, culinary industries serving the minimum needs of people, entertainment services, fun ...

playing, relaxing... contribute to increasing the convenience for tourists and at the same time satisfy the need for attentive service. In addition, environmental, economic, political, investment factors... are also present and promote the development of hotels. Therefore, hotels are a comprehensive economic organization.


Hotel – complex organization


The industries that converge in the hotel have different functions, different knowledge, different perspectives but all operate for a common goal of making the hotel grow and develop steadily.

Running the hotel business are hundreds of people trained in hundreds of different fields and professions.

In a hotel, there are hundreds of different problems happening at the same time, they are continuous and never stop. Therefore, solving problems in a hotel is not simple.

All employees from the General Director to the service staff in the smallest departments in the hotel need to cooperate smoothly and synchronously, only then can the complexity in the hotel be somewhat limited.

1.1.2. Hotel classification


Hotels are the most important type of accommodation, accounting for the largest proportion in both quantity and type in the system of accommodation establishments in the tourism industry. In order to exploit the hotel business effectively, hotel businessmen need to clearly understand the forms of existence of this type of business establishment. In fact, hotels exist in many different forms, with different names. People often classify hotels according to geographical location, according to the level of service provision, according to the price of accommodation products, according to the scale of the hotel, according to the form of ownership and management, etc.

a. By geographical location: According to this criterion, hotels are divided into 5 types: City hotels, resort hotels, suburban hotels, roadside hotels, airport hotels.

b. According to service level: According to this criterion, hotels are divided into 4 types: Luxury hotels, full-service hotels, hotels providing limited services, low-class hotels.

c. According to the price of accommodation products: According to this criterion, there are 5 types of hotels: Hotels with the highest price, hotels with high price, hotels with average price, hotels with affordable price, hotels with the lowest price.

d. According to the size of the hotel: Based on the number of bedrooms according to the design of the hotel, hotels are classified as follows: Large-scale hotels, medium-scale hotels, small-scale hotels.

e. According to ownership and management form: According to this criterion, in Vietnam it can be divided into 3 types: Private hotels, state hotels, joint venture hotels.

1.1.3. Hotel rating standards


a. The need for hotel ranking


All countries developing tourism in the world need to conduct hotel ratings. Hotel rating standards are the requirements and necessary conditions that hotel establishments must ensure.

The necessity and importance of hotel rating standards come from the following points:

This standard is used as the basis for developing other specific standards such as hotel design and construction standards, equipment standards,

Amenities in each department of the hotel, standards of staff serving in the hotel, hygiene standards...


This standard, together with a specific system of standards, will be the basis for determining the service price system in each type and class of hotel.

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