Solutions to improve tourist satisfaction at Liberty Central Saigon Riverside Hotel

COMMITMENT

My name is Vu Thi Trang Dai, I hereby certify that the data and information used in this Graduation Report are collected from actual sources at the Company, from specialized scientific books and journals ( with full citations and in accordance with regulations ); The content in this report is based on my own experience drawn from the research process and practice at Liberty Central Saigon Riverside Hotel, NOT COPIED from other sources of documents and reports.

If there is any mistake, I will take full responsibility according to the regulations of the School and the Law.

Maybe you are interested!

Student

Vu Thi Trang Dai

THANK YOU

In fact, there is no success without the support and help, whether small or large, whether direct or indirect, from others. During the time since I started studying at the school until now, I have received a lot of attention and help from teachers, family and friends.

With my deepest gratitude, I would like to send to the teachers at the Department of Tourism Management

– The Restaurant – Hotel of Ho Chi Minh City University of Technology has, with its knowledge and enthusiasm, imparted valuable knowledge to us during our time studying at the school. And especially, in this semester, without the guidance and instruction of the teachers, I think this report of mine would be very difficult to complete. Once again, I would like to sincerely thank the teachers.

I would like to express my sincere thanks and deep gratitude to Mr. Bui Trong Tien Bao for his enthusiastic guidance, comments and help in successfully completing this internship course.

It is impossible not to mention the direction of the Board of Directors of Liberty Central Saigon Riverside Hotel and the enthusiastic help of the reception staff who created the most favorable conditions for me during my internship at Liberty Central Saigon Riverside Hotel. I would like to express my sincere thanks and wish the Board of Directors and all of you good health and always complete your work well. I wish Liberty Central Saigon Riverside Hotel more and more prosperous business and always achieve high revenue in the following years.

During the internship as well as in the process of writing the internship report, due to limited theoretical knowledge and practical experience, the report cannot avoid shortcomings. I look forward to receiving comments from teachers so that I can learn more experiences.

Thank you very much!

INTERNSHIP UNIT COMMENTS

Student's full name : ...............................................................................................

Student ID : ..............................................................................................

Class :...............................................................................................

1. Internship time

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2. Internship department

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3. Sense of responsibility for work and sense of discipline

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4. General comments

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Ho Chi Minh City, date ..... month ...... year 20.....

Internship unit

INSTRUCTOR COMMENTS

Student's full name : ...............................................................................................

Student ID : ..............................................................................................

Class : ...............................................................................................

General comments

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BCTN Score (Grades and Letter Grades)

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Ho Chi Minh City, date ..... month ...... year 20.....

Instructor

INDEX

COMMITMENT i

ACKNOWLEDGEMENTS ii

INTERNSHIP UNIT COMMENTS iii

INSTRUCTOR'S COMMENTS iv

LIST OF ABBREVIATIONS xi

LIST OF TABLES xii

LIST OF DIAGRAMS xiv

LIST OF CHARTS xv

PHOTO LIST xvi

CHAPTER 1 INTRODUCTION

1. Urgency of the topic 1

2. Research situation 2

3. Research purpose 2

4. Research task 2

5. Research method 3

6. References 4

7. Research structure 4

CHAPTER 1: THEORETICAL BASIS 5

1.1 Concept of hotel and types of accommodation outside hotel 5

1.1.1 Hotel concept 5

1.1.2 Types of accommodation other than hotels 6

1.1.2.1 Motel 6

1.1.2.2 Tourist Village 7

1.1.2.3 Camping Site And Caravan 7

1.1.2.4 Youth Hostels 9

1.1.2.5 Privately owned housing/Pension 9

1.1.2.6 Type of Bed and Breakfasts (B&Bs) 10

1.1.2.7 Bungalows, villas, apartments for tourist rental 10

1.2 Hotel Classification 11

1.2.1 Based on scale 11

1.2.2 Based on agent location 11

1.2.3 Classification by market segment

1.2.4 Hotel classification

1.2.5 Hotel classification

1.2.6 Hotel classification

by service level: 13

in form of ownership 15

by level of association 16

1.3 Hotel Rating 16

1.3.1 Purpose of hotel rating 16

1.3.2 Hotel ranking standards in our country 17

1.4 Concept of hotel business activities 20

1.4.1 Concept of accommodation business 20

1.4.2 Concept of food service business 20

1.4.3 Concept of additional service business 20

1.5 Characteristics and functions of hotel business 21

1.5.1 Characteristics of hotel business 21

1.5.1.1 The products of hotel business are mainly service products 21

1.5.1.2 Hotel business requires large investment capital, high business efficiency and fast capital payback period 22

1.5.1.3 The direct labor force working in the hotel is large and diverse in terms of industry structure 23

1.5.1.4 The hotel's service target is very diverse and rich in terms of nationality, age, gender, ethnicity, religion, and occupation.

1.5.1.5 Departments in the hotel operate relatively independently, but have a close relationship with each other to serve guests 24

1.5.1.6 Hotel business activities are affected by regular factors 24

1.5.2 Functions of hotel business 25

1.5.2.1 Function of providing accommodation services and accompanying services 25

1.5.2.2 Function of producing food products and serving food to tourists 26

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1.5.2.3 Function of organizing the circulation of goods 27

1.6 The role of hotel business in the development of tourism industry 27

1.6.1 Hotel technical facilities hold an important position in the tourism industry 27

1.6.2 The development of hotel business promotes economic sectors and contributes to GDP growth 28

1.6.3 Developing hotel business contributes to exploiting tourism resources and promoting local economic development 28

1.6.4 Hotel business holds an important position in implementing the country's export strategy 29

1.7 Service concept and service characteristics 29

1.7.1 Service concept 29

1.7.2 Service characteristics 30

1.8 Service quality in hotel business 30

1.8.1 Concept of service quality 30

1.8.2 Service quality characteristics 32

1.8.2.1 Service quality is difficult to measure and evaluate 32

1.8.2.2 Service quality depends on customer perception 32

1.8.2.3 The quality of tourism services depends on the quality of the material conditions for performing the service 32

1.8.2.4 The quality of tourism services depends on the tourism service provider 32

1.8.2.5 The quality of tourism services depends on the service provision process of tourism businesses 33

1.8.3 Service quality model 33

1.8.4 Service quality assessment 35

1.9 Concept of tourist 38

1.9.1 Customer sources 38

1.9.2 Characteristics of customer sources 43

1.9.3 Customer needs 44

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1.9.4 Customer behavior 47

1.10 Customer satisfaction 48

1.11 Factors affecting customer satisfaction 50

1.11.1 Service quality 50

1.11.2 Service prices 52

1.12 Model of factors affecting satisfaction 54

1.12.1 American customer satisfaction index models (CSI model) 54

1.12.2 Functional and relational customer satisfaction model 55

1.13 The relationship between service quality and tourist satisfaction 56

1.14 The significance of improving tourist satisfaction 58

CHAPTER 2: CURRENT STATE OF TOURIST SATISFACTION AT LIBERTY CENTRAL SAIGON RIVERSIDE HOTEL 61

2.1 Introduction to Liberty Central Saigon Riverside Hotel 61

2.1.1 History of formation and development 61

2.1.2 Functions and tasks of hotel 64

2.1.2.1 Hotel functions 64

2.1.2.2 Hotel duties

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2.1.3 Organizational structure 66

2.1.3.1 Organizational structure 66

2.1.3.2 Functions and tasks of departments 66

2.1.3.3 Human resource situation of hotel 76

2.1.4 Hotel products and services 79

2.1.4.1 Accommodation services 79

2.1.4.2 Amenities 82

2.2 Business performance of Liberty Central Saigon Riverside Hotel.84

2.2.1 Situation of guests arriving at Liberty Central Saigon Riverside Hotel 84

2.2.2 Business performance of Liberty Central Saigon Riverside Hotel 93

2.3 Current status of service quality at Liberty Central Saigon Riverside Hotel 97

2.3.1 Quality of technical facilities 97

Solutions to improve tourist satisfaction at Liberty Central Saigon Riverside Hotel - 1

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