VIETNAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION DAI HOC TON ĐỨC THẮNG TON DUC THANG UNIVERSITY FINAL REPORT SERVICE QUALITY MANAGEMENT IN HOSPITALITY TOPIC: IMPROVING THE SERVICE QUALITY OF FRONT OFFICE STAFF AT NOVOTEL SAIGON HOTEL Supervisor name : MBA. NGUYEN HAI NAM Student name: Nguyen Xuan Nhi 718H0177 Ly Thi Thuy Mi 718H0707 Ly Thi Ngoc Nu 717H0736 Do Thi Thu Huong 718H0685 Mai Ngoc Sang 41600078 Pham Nhat Long 718H1693 HCMC, MAY 2021 Abbreviations Name Description Servqual Service quality Servperf Service performance LIST OF TABLES Chart I.1 The gender percentage oŸ custOITeFS.2 The age percentage of custoimers (Ï).3 The nationality percentage oŸ cusfornefs.1 The gender structure ofthe customer 1m the sample.2 Customer age group structure in the sampÌe.3 The age percentage of custoimers (2).4 The overal average of three dimenSI0Is.5 Customer perception concerning limage.6 Customer perception concerning lmage.9 Customer perception concerning Teechnieal quality.0 Customer perception concerning Technical quality.12 Customer perception concerning Funtional qualÌity.13 Customer perception concerning Funtional qualIty.4 The reccommended working schedule for staffs.5 Checklist for controlling the time of check in/out process. LIST OF FIGURES Figure 1.1 Types of rooms in the hofeÌL.2 FacilitIes oŸ rO INS.3 Types of restaurants In the hoteÌ.1 The Gap theory of service quaÌIty.2 The Gronroos modelÌL.7 Comments of customers on TTIDadVISOF.8 the SOP of check In In the hotel.11 the SOP of check out 1m the hotelL.14 The standard of staffs” uniform and appearance.15 The SOP of greeting the guests ( Ï).16 The SOP of paymetit.17 the SOP of greeting øuests (2).l services offered 24/24 in the hotel.2 The SOP of guests’ complaints and incideni.----cs«scsee Eigure 5.3 The SOP ofwalk in guest service In the hotel. -- -¿5 25+ 55c s5-2 INTRODUCTION In the current international integration context, our country not only has a stable political economy, a rich culture, attractive paradise landscapes, and world-class landscapes.
All of these are attractive enough to the most demanding customers. There are also many policies to attract investment in the economy, creating favorable conditions for the hotel and tourism industry to excel. Therefore, in the hotel business, the reception and server work are an important organization that creates the image of the hotel in the minds of customers. For hotel business, there is no specific standard for “service”, no service is absolute, it's all relative and the action is just improvised.
The process of serving in the hotel is a complicated and difficult business but it means greatly affecting the quality of the hotel products. Therefore, that job of welcoming is also considered an art: the art of persuading customers. Reception department is the "bridge" between customers and other parts of the hotel. Moreover, the front desk department is the face of the hotel, the first place to interact with customers.
In addition, the reception department also plays an important role in promoting hotel advertising and also advises the board of directors in making business strategies and policies for the hotel. As such, improving the quality of the front desk department is essential. Moreover, the hotel business is more and more fiercely competitive. Reality requires businesses to take measures to improve service quality in order to turn it into a competitive advantage.
Novotel Saigon Center Hotel is one of the hotels in the Novotel hotel system under the management of AccorHotels. It is a leading hotel management group in the world. Novotel Saigon Center Hotel is located in the central district of Ho Chi Minh City, wearing the dynamism and bustle of the city called Uncle Ho. However, in order for the hotel to achieve even higher quality, the reception department in particular and the hotel management in general need to try to perfect itself and overcome the shortcomings that exist.
And the front desk is the mirror that reflects the entire image of the hotel. That proves the especially important role of the hospitality department in the hotel. Recognizing the importance of welcoming, as well as improving service quality at the reception, our team chose Novotel Saigon Center as the subject of this report. CHAPTER 1: INTRODUCTION OF NOVOTEL SAIGON CENTRE HOTEL 1.1 Business field and products of Novotel Saigon Centre Hotel 1.1 Accommodation First and foremost, the modern and comfortable guestrooms with design touches is the hotel’s most concern for guest’s relaxation and working space.
In general, Novotel Saigon Centre has 247 rooms (including smoking/non-smoking/ accessible rooms) with stunning city views and free WIFI for every guest. The hotel has 4 room categories including Superior, Deluxe, Executive and Suite matching every staying purpose for guests on business or families on holidays. + Superior room: located from 5th floor to 15th floor, offers one king bed or two single beds with high-end facilities, minibar, LED TV, work area with internet cable access, free access to swimming pool, sauna, and fitness center. + Deluxe room: same high-end facilities and benefits as a Superior room, but the Deluxe offers a spacious area with the bowl window showing the extraordinary city view and full of daylight.
+ Executive room: one king size bed or twin beds with unique combination for work and relaxation. Located in the high-class executive floor, from 16th to 19th, the room offers breakfast package, and other exceptional features including MP3 docking station, espresso machine, etc. and the executive benefits (access the Premier Lounge on 19th floor, complementary laundry, express check- in/out, free offer for late check-out, etc.) for the fulfilled experience. + Suite room: The Suite maximizes guest’s unique experience not only by the executive benefits and facilities, but also by the convenient space combining the spacious bed room and a cozy living room and a large bathroom with a bathtub, which is very suitable for the family on their holidays.1 Types of rooms in the hotel Overall, in every comfortable room features air conditioning, in-room WIFI access/ internet cable, audible smoke alarms, fire safety system, in-room deadbolts and locks, peephole, key-card operated door locks, electronic safety box, LED TV, work desk, minibar, 24h room service, etc.2 Facilities of rooms THE SQUARE is the 24/7 international cuisine type restaurant with the talent of Chef Antony Kramer from France.
The restaurant is designed with a touch of fresh modern decoration offering a cozy dining space for couples, an efficient table setting for a group, or a lovely spot for Kid Corner. The restaurant serves Buffet for breakfast, lunch and seafood dinner; A La Carte menu featuring Asian and Western cuisine every day, and 24h room-service for guest to fully enjoy their stay with convenient and timely service.3 Types of restaurants in the hotel BAR 167 FAUBOURG located at hotel lobby offers coffee, cocktails, wines, draught beer, and light snacks every day and night. The bar is perfectly surrounded by a modern atmosphere indoor, where guests can have friend meetings and enjoy the stunning city life. OPTOP BAR located on the 20th floor provides the breath-taking city views with exclusive cocktails and light snacks.
The rooftop bar offers a chill-out space for the relaxation with friends and business associates over the Saigon skyline till late.2 Other ffeatures PREMIER LOUNGE located on the 19th floor offers everyday small buffet with coffee, tea, soft drinks, and slight snacks, special tea-break and cocktail-hour for the Executive guests with stunning cityscape panorama. It also provides the work space like a business center, a Mac Corner, and a private meeting room. Moreover, the lounge serves as the reception providing the special service for the executive guests, such as expressed check-in/check-out, and the caring assistance for Executive guests without coming down to the front desk at the lobby. IN BALANCE BY NOVOTEL offers a range of services for making guests the relaxation to the max, with hotel facilities including 24/7 fitness center with high- end equipment and stunning city vie; outdoor swimming pool with pool bar offering cocktails, snacks for social - business meetings and refreshments; sauna and spa for balanced relaxation with varied packages and treatments.
All that, Novotel Saigon Centre wish to bring a unique well-being experience to valued guests. Family & Novotel offers special benefits for families to enjoy the happy and joyful experience at Novotel. Children are always welcomed as honored guests with welcome gifts, special offers for families with 2 children (no extra charge for the room), and the interactive games zone at the restaurant for kids. Far more than a hotel, for the convenience of business guests, Novotel can provide meeting and event space in a variety of ball room set-up.
Everything is possible upon guest’s wants and needs. MEETINGS-AT-NOVOTEL has extensive expertise in event planning with quality facilities, high-tech equipment, and 10 spacious ball rooms up to 320 square meter — capacity up to 400 people for all- purpose meetings and events.2 Service rate and target customer 1.1 Service rate + Accommodation: Superior Room Twin/Double: From 84$ to 958. Deluxe Room: From 104$ to 1188. Executive Room Twin/Double: From 150$ to 136$ Suite Room: From 185$ to 230$ + Food and Beverage: Buffet at Square Restaurant in floor 2 at Novotel Saigon Centre Hotel: 1,300,000 VND+/ person * Includes unlimited bottled water soft drinks, beer, and wine * Not applicable with other promotions.
+ Pool and Gym: Pool fare and gym 1s 250,000 VND+4/ person for all days for free swimming days.2 Target customer With a convenient location in the middle of Ho Chi Minh city, the target customers of the hotel are businessmen, businesses, and customers who like tranquility and modernity. The chart below shows the gender percentage of the customers when using the hotel stay at Novotel Saigon. 60% were male gender proportion 3/5. And females account for 40%, equivalent to 2/5 of the sex ratio.
In general, the above sample received has met the number of surveys between men and women as well as the experiences of the subjects about this epidemic. This is very important for the research topic, because it influences the data analysis process.1 The gender percentage of customers The age chart shows that the majority of people surveyed are between 36 and 45 years old, accounting for about 45%. Next is the age group older than 45 years old, accounting for 24. The age group from 25 to 35 years old and the age group under 25 years old accounted for a lower proportion of 17.2 The age percentage of customers In the chart below, we can see that the majority of customers’ nationality when coming to Novotel hotel are Vietnamese, with a proportion of 15.
Next is people with US citizenship with 10% proportion. Followed by British citizenship accounting for 8. In addition, the proportions are 7.8%, respectively, of Korea and Japan. Other percentage of 52.3% comes from 79 different countries including the United States, Thailand, Singapore, Philippines, Malaysia, Latvia, India, Australia, China, France.
Britsh Vietnam Korean American Japanese other Chart 1.3 The nationality percentage of customers Chapter 2: Service quality models 2.1 Servqual model The SERVQUAL model is built on the view that service quality is a comparison between expectations and perceptions. SERVQUAL looks at two key aspects of service quality: outcome and process. The SERVQUAL model and _ scale (Parasuraman and associates, 1988) consists of five factors and 22 observational variables that constitute service quality that can be said to have quite fully reflected the factors that characterize the quality of service. Data on 22 attributes are grouped into five aspects: tangibleness, reliability, responsiveness, assurance, and empathy.
Parasuraman and his associates (1991, 1993) asserted that SERVQUAL is a complete and complete scale of service quality that can be used for all types of services, although sometimes it is necessary to re-express or add some additional speech. In this model, service quality is seen as the gap between service expectations and customer perception when using the service. % The first is the difference between customer expectations of service quality om and service administrators perceiving customer expectations. “* The second gap is the difference between the manager's perception of customer expectations and the characteristics of service quality.
