Such a process will evaluate the quality of service. That is the standard for managers to evaluate whether their employees work according to the correct process.
Coordination between departments in the company: To ensure perfect service quality, there must be coordination and solidarity between departments. Departments support each other to form a unified entity with the aim of improving service quality and bringing satisfaction to customers.
Service standards: Including service staff standards, hygiene standards, menu standards... help the service process to be better and easily measure and evaluate the service quality of the hotel, providing solutions to improve quality to best serve customers.
Competitors: To compete with other competitors selling similar products and services, the company's service quality must be better and have more advantages than competitors' products, to retain old customers and attract new customers, increasing revenue for the business.
Resolve customer complaints: During the tour, the company may receive various complaints from customers, thereby helping the company understand the reasons for customer dissatisfaction and that is an opportunity to improve services and serve customers better.
2.2.4 The significance of improving tour service quality
Improving service quality not only brings income to travel companies who directly provide tourism services to customers, but it also helps bring income to the country.
The trend of integration into the regional and world economy. Vietnam is a member of the World Trade Organization (WTO), the World Tourism Organization, the
ASEAN Free Trade Area (AFTA) and is a partner and customer of foreign tourism businesses.
The demands of customers, especially international tourists coming to Vietnam, are increasingly high. They not only have high paying ability but are also experienced travelers. They always compare the quality of services provided by travel companies.
Thus, it is clear that the issue of service quality is a matter of vital importance to businesses in Vietnam today. Businesses that want to survive and develop in the market must always innovate and improve service quality to attract tourists.
Improving the quality of tourism services will help the company:
Increase customer satisfaction
The quality of service is improved, helping customers to be satisfied with the services provided by the company. From there, it will help retain customers who have cooperated with the company. Customer satisfaction helps the company's image have a favorable view in the eyes of customers. From there, choosing the company in the next cooperation with them also becomes easier and more convenient.
Maintain reputation, image, increase profits
The quality of service is improved, helping customers choose to cooperate with the company is also increased. Thanks to that, the company's profits also increase. The choice of cooperation with the company by customers, partly also proves the prestige and image of the company achieved in the eyes of customers, creating customer trust in the company.
Reduce business costs
Improving service quality helps companies reduce advertising costs, save on compensation costs due to complaints, rework costs, and re-implementation costs, minimize time waste and costs for inspection and monitoring of service delivery processes. Reduce costs for repairing
errors such as the cost of compensating customers for damages, the cost of dealing with negative public opinion about the business, the cost of handling customer complaints.
Businesses that maintain and ensure good service quality will provide employees with a positive working environment. Employees tend to stay longer and be more loyal to the business. Therefore, the business's labor turnover coefficient will decrease, and the cost of recruiting and re-selecting human resources due to frequent disruptions will decrease.
Employees often feel proud to work for reputable and prestigious companies in the market, they realize that the benefits of the company are closely linked to the benefits of each employee. To affirm and maintain their working position, employees often voluntarily and regularly improve their professional qualifications, self-perfect the shortcomings to meet the requirements of reality. Thus, the service quality of businesses has helped reduce the costs of training and fostering employees for the company.
Increase competitiveness
Service quality is an important factor that determines the competitiveness of a business in the market. For companies with good service quality, customers are satisfied with the quality of service that the company has provided, so they will have an advantage in competing with other companies. For companies that always meet the high requirements of customers, customers will also be willing to pay a high fee for that company in joy and satisfaction.
Reality has shown that travel companies with superior service quality always affirm their position and reputation in the market and have high profits. Therefore, constantly improving service quality brings many benefits to business activities in the current conditions in Vietnam, and is a mandatory choice for any business that wants to survive and compete in the current open era of the country.
CHAPTER 3: CURRENT STATUS OF VUNG TAU – CON DAO TOUR SERVICE QUALITY AT ATZ COMPANY
3.1 Business results of Vung Tau - Con Dao tour
3.1.1 Introducing Vung Tau - Con Dao tour of ATZ Company
Con Dao is an island district of Ba Ria - Vung Tau province, about 97 nautical miles (180km) from Vung Tau city. This place can be considered a paradise for natural tourism, for those who go
find peace and beauty. When mentioning Con Dao, people often associate
Figure 3.1 Con Dao Sea
think of the penal prisons and historical relics of the war. Therefore, many people seem to forget that this place also has beautiful beaches with clear blue water. Or the wide asphalt roads winding around the beaches and the secret forests with rich flora and fauna that captivate tourists. ATZ Travel Company respectfully sends to customers a tour program to find the wild beauty of Con Dao, surely you will be ecstatic before the beauty of the island voted as "The five most worth-visiting pearl islands in Vietnam".
When arriving in Con Dao, ATZ Company provides you with a means of transportation, the 5-star Express 36 speedboat, the travel time from Vung Tau to Con Dao or vice versa takes only 3 hours. The soundproof deck is designed according to European technology, modern equipment, entertainment sound system with wireless headphones. The passenger compartment has 2 floors, in addition to the economy class, there are also Delux and VIP classes. Each VIP seat is equipped with a separate and rich entertainment screen according to international standards. All the above amenities
providing comfort, quiet and privacy according to each segment of passenger needs.
During the 3-day, 2-night trip “Back to the legendary source of Con Dao” , ATZ Company would like to introduce you to the following places of interest and historical relics:
Pier 914: A famous historical site built in 1873 during the resistance war against French colonialism. The name Pier 914 is still used today because during the construction process, an estimated 914 people died due to forced labor and accidents.
Hon Bay Canh: covered by primeval forests, mangrove forests belonging to the tropical island ecosystem with 882 species of plants and nearly 150 species of animals. Coming here, you will have the opportunity to dive to see corals, fish and other marine species living on the coral reefs.
Phu Hai Prison: Located in the Con Dao prison system, this is the largest and oldest prison in Con Dao. Here, the prison guards used psychological tricks to convince the revolutionary soldiers to obey, when they did not.
They were turned to imprison and torture prisoners. Phu Hai Prison is a memorial.
Figure 3.2 Image inside Phu Hai prison
The sculptures are a powerful reminder of the struggle and indomitable spirit of communist prisoners and patriots. The figures are sculpted to represent the brutal treatment of Vietnamese prisoners.
Figure 3.3 Hang Duong Cemetery
Hang Duong Cemetery: is the largest cemetery in Con Dao. This is the burial place of tens of thousands of revolutionary soldiers and Vietnamese patriots through many generations of imprisonment. This is also the burial place of the heroic daughter
Vo Thi Sau. Every January 23, the Party, the State, and the military and civilian authorities of Con Dao district hold a memorial service for Ms. Sau as solemnly and respectfully as if it were that of a relative.
Vung Tau - Con Dao tour program of ATZ Company
TOUR PROGRAM TO THE LEGENDARY SOURCE OF CON DAO
(Time: 3 days 2 nights – Take EXPRESS 5* train)
DAY 01
VUNG TAU - CON DAO | Breakfast, lunch, dinner |
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06:00: Car and tour guide pick you up at the meeting point. You depart for Cau Da Port. The group has breakfast. Check in to board the ship. You rest on the ship.
Admire the beauty of the port. The ship continues to leave buoy number 0, departing for the East Sea. Heading towards Con Lon Island.
Arriving at Ben Dam port, the car will pick you up and take you to the center of the island. On the way, the group will visit:
Nhat Beach , Love Peak, Shark Cape , Pier 914
Have lunch at the restaurant, check in and rest.
Afternoon: The group begins a journey to explore and learn about the heroic history of the nation during the resistance war against America.
Tour group:
Phu Hai, French-American Tiger Cages, this is a special solitary confinement system in Con Dao that the colonialists used to detain prisoners. Cow Cages - a place of brutal torture by the authorities.
Hang Duong Cemetery , is the resting place of tens of thousands of revolutionary soldiers and Vietnamese patriots through many generations who were imprisoned and forced to work. The delegation offered incense.
Ba Phi Yen Temple , a place to worship Mrs. Le Thi Ram, concubine of Lord Nguyen Anh.
The group has dinner and is free to explore the island at night.
22:30 Visit Hang Duong Cemetery at night.
DAY 02
HON BAY CANH - DAM TAU BEACH | Breakfast, lunch, dinner |
Morning: The group has breakfast. The group boards the boat to visit Con Son Bay and Hon Bay Canh . The boat arrives at Hon Bay Canh island, where visitors can combine recreational fishing and snorkeling to see thousands of years old coral reefs. Under the cool, clear water, you will have the opportunity to observe the interesting life up close.
of thousands of different colorful fish species living in coral reefs such as grouper, butterfly fish...
The primeval forest on Hon Bay Canh Island will be where visitors have the opportunity to see many rare species of forest birds, black squirrels - a type of squirrel endemic to Con Dao and the nature conservation work here.
The group had lunch and rested at the hotel.
Afternoon: You can swim at Dam Trau beach , only about 13km from the center of Con Dao town, a nearly pristine beach, untouched by human hands, beautiful with fine golden sand, clear blue water. From the main road, you walk along the trail about 1.5km to the beach, on the way you will stop at Cau Temple to burn incense where Prince Cai, son of Lord Nguyen Anh and Lady Hoang Phi Yen, is worshiped.
The group had dinner,
DAY 03
CON DAO - VUNG TAU | Breakfast, lunch |
Morning : The group has breakfast. The group visits:
Con Dao Museum.
One Mountain Pagoda.
Shopping tour at Con Dao Market.
The group returned to the hotel to check out and have lunch.
Afternoon: The car takes the group to Ben Dam Port, completes procedures to board the ship back to Vung Tau. The ship docks at Cau Da Port, returns the group to the original pick-up location. The tour guide says goodbye to the group. End of tour.