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Solutions to improve the quality of reception service - Palace Hotel Saigon - 1



MINISTRY OF EDUCATION AND TRAINING

HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY

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Solutions to improve the quality of reception service - Palace Hotel Saigon - 1


GRADUATION THESIS


SOLUTIONS TO IMPROVE SERVICE QUALITY

RECEPTION DEPARTMENT – PALACE HOTEL SAIGON


Major: Business Administration

Major: Restaurant - Hotel Management


Instructor: Ms. Nguyen Thi Thu Hoa Student: Duong Trung Hieu Student ID: 0854050089 Class: 08DQKS3


Ho Chi Minh City, 2012


ACKNOWLEDGEMENTS

I am DUONG TRUNG HIEU, student of course 08, Faculty of Business Administration, Ho Chi Minh City University of Technology. To complete my graduation thesis, I would like to express my deep gratitude to Ms. Nguyen Thi Thu Hoa , who is the teacher who guided me to complete the topic. I am extremely grateful to her for her dedicated guidance throughout the process of writing my graduation thesis.

I also sincerely thank the Board of Directors of Palace Hotel for allowing and creating favorable conditions for me to intern and work at the Hotel. I would like to thank Mr. Quang Tien, Sales Director of Palace Saigon Hotel, Ms. Minh Phuong (Head of Reception Department) for helping me a lot during my internship and giving me constructive comments on my graduation thesis.

Finally, I would like to wish Ms. Nguyen Thi Thu Hoa and all the teachers in the Faculty of Business Administration good health and success in their noble careers. I also wish all the ladies, uncles, brothers and sisters in the Palace Hotel good health and many good achievements in their work.

Thanks a lot!


Duong Trung Hieu


COMMITMENT

I hereby certify that the content of my graduation thesis is my own research, study and implementation.

I also certify that I have not copied or plagiarized from other people's reports or theses. The cited data is compiled from the internship unit and is honest.

If there is any violation, I will be responsible for all forms of discipline according to school regulations.


Ho Chi Minh City, August 3, 2012


Duong Trung Hieu


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INSTRUCTOR COMMENTS


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INDEX

Foreword 1

Chapter 1: THEORETICAL BASIS OF SERVICE QUALITY AND RECEPTION DEPARTMENT IN HOTEL 4

1.1 CONCEPT OF HOTEL BUSINESS 4

1.1.1 Hotel business concept. 4

1.1.2 Characteristics of hotel business 4

1.2 SERVICE QUALITY. 6


1.2.1 Concept of service quality. 6

1.2.2 Criteria for evaluating service quality. 6

1.2.3 The significance of improving service quality. 8

1.2.3.1 Improving service quality helps increase profits, reduce advertising costs, and marketing costs for hotels. 8

1.2.3.2 Improving service quality helps increase selling prices reasonably and increase competitiveness in the market 9

1.2.3.3 Improving service quality helps reduce intermediary costs, monitoring costs, and other costs for hotels 9

1.3 HOTEL RECEPTION DEPARTMENT. 10

1.3.1 Duties of the Reception Department. 10

1.3.2 The role of the reception department. 11

1.3.3 Reception department organization structure 12

1.3.4 Service process. 15

1.3.5 Relationship between the Reception department and other departments. 17

1.4 OVERVIEW OF TOURISM - HOTEL SITUATION IN VIETNAM AND HO CHI MINH CITY

2011 – 2012 ................................................. ................................................................ .....18

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Chapter 2: CURRENT STATE OF SERVICE QUALITY OF RECEPTION DEPARTMENT – PALACE HOTEL SAIGON 24

2.1 OVERVIEW OF PALACE SAIGON HOTEL 24

2.1.1 The formation and development process of Palace Saigon Hotel. 24

2.1.2 Services and areas of operation of Palace Saigon Hotel. 29

2.1.2.1 Accommodation 29


2.1.2.2 Restaurant 30

2.1.2.3 Swimming pool 31

2.1.2.4 Conference Center 32

2.1.2.5 Spa, Gyms & Hair saloon 33

2.1.2.6 Foreign currency exchange services 33

2.1.2.7 Tourism services 33

2.1.3 Organizational structure of Palace Saigon Hotel. 34

2.1.3.1 Organizational chart of Palace Saigon Hotel. 34

2.1.3.2 Functions and tasks of departments. 35

2.1.4 Customer structure of Palace Saigon Hotel. 36

2.2 CURRENT STATE OF ACTIVITIES OF THE RECEPTION DEPARTMENT - PALACE SAIGON HOTEL. 38

2.2.1 Introduction to the reception department - Palace Saigon Hotel. 38

2.2.2 Current status of operations of the Reception Department - Palace Saigon Hotel. 38

2.2.2.1 Staff and work assignment. 38

2.2.2.2 Service process at the reception department - Palace Saigon Hotel. 41

2.2.2.3 Services of the Reception Department - Palace Saigon Hotel. 50

2.2.2.4 Relationship with other departments in Palace Saigon Hotel. 50


2.2.3 Current status of service quality of Reception Department - Palace Saigon Hotel. 53

2.2.3.1 Quality of facilities of the Reception department. 53

2.2.3.2 Quality of the Reception staff. 55

2.2.3.3 Quality management in the Reception department 59

2.2.4 Evaluation of service quality of Palace Hotel's Reception Department. 59

2.2.4.1 Achievements: 60


2.2.4.2 Limitations that need to be overcome: 61

Chapter 3: SOLUTIONS TO IMPROVE SERVICE QUALITY OF RECEPTION DEPARTMENT – PALACE HOTEL SAIGON 62

3.1 IMPROVING THE FACILITIES OF THE RECEPTION DEPARTMENT: 63

3.2 IMPROVE THE SERVICE PROCESS OF THE RECEPTION DEPARTMENT AS WELL AS THE QUALIFICATIONS OF THE STAFF: 64

3.3 IMPROVING MANAGEMENT, INSPECTION AND SUPERVISION WORK

DEPARTMENT SERVICE QUALITY: 65

3.4 STRENGTHENING THE RELATIONSHIP BETWEEN THE FRONT OFFICE AND OTHER DEPARTMENTS IN THE HOTEL: 66

3.5 BUILDING A DEVELOPMENT ORIENTATION FOR THE RECEPTION DEPARTMENT. 67

CONCLUSION 68

REFERENCE LIST 69

APPENDIX 71


LIST OF SYMBOLS AND ABBREVIATIONS


KS : Hotel TS : PhD MA : Master City : City

HCM : Ho Chi Minh MSSV : Student Code VND : Vietnamese Dong

GDP : Gross Domestic Product CSLTDL : Tourist Accommodation USD : US Dollar

STT : Serial Number

Average : Average

ASEAN : Association of Southeast Asian Nations

APTA : ASEAN Free Trade Area

Club : Club

BP : Department

FOM : Front Office Manager

HK : Housekeeping

IT : Information Technology CMND : VIP Identity Card : Very Important Person.

DVT : Unit of Measurement.

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