HANOI OPEN UNIVERSITY FACULTY OF TOURISM ____________________ FULL NAME: ĐẶNG MINH QUANG - K19QT GRADUATION THESIS Topic: SOLUTIONS FOR IMPROVING SERVICE QUALITY IN FRONT OFFICE DEPARTMENT – CALIDAS LANDMARK 72 HOTEL MAJOR : BUSINESS MANAGEMENT MAJOR CODE : 52340101 PROFESSION : TOURISM, HOTEL MANAGEMENT Instructor: Ph. Hà Thanh Hải Hanoi, 5 – 2015 ACKNOWLEDGEMENTS I wish to express my gratitude to my Instructor Ph. Ha ThanhHai– Main expert for project of European Community: Environmentally and Socially ResponsibleTourism - for his wisdom and valuable support on the thesis. I am also deeply thankful to my teachers from Hanoi Open University – Faculty of Tourism that provide me with knowledge, skill and wisdom to be able to finish this project.
Without you, I would have never succeeded. Finally, I am grateful to my boss and my colleguesfor their assistance of useful information. I also thank and my friends for their encouragement. To them I dedicate this study.
Student Đặng Minh Quang Đặng Minh Quang – A1K19 1 Hanoi Open University – Faculty of Tourism TABLE OF CONTENT GRADUATION THESIS. Urgency of the thesis. Missions of the thesis. Research Subjects and Research methodologies.
10 Chapter 1: RATIONALE OF SERVICE QUALITYAND SERVICE QUALITY IMPROVEMENT IN HOTEL FRONT OFFICE .2What is Service Quality. Service Quality in Hospitality. Hotel Front Office .1 Definition of hotel Front office. Front Office Structure.
Front office Function. Front Office Procedure Standard. 22 Chapter 2: ACTUAL STATE OF FRONT OFFICE DEPARTMENT – CALIDAS LANDMARK 72 HOTEL. Overview about Calidas Landmark 72 Hotel.
About Calidas Hotel. 23 Đặng Minh Quang – A1K19 2 Hanoi Open University – Faculty of Tourism 2. Calidas Landmark 72 Hotel Management Structure, main market. Calidas Front Office Department.
Overview of Calidas Front Office Department. Calidas Front Office Department Structure. Calidas Front Office Department Function. The actual state of Calidas Front Office Department.
Facilities of Front Office Department .3 Check-in Procedure .4 Check- out procedure. Telephone Answering Standard. 51 Chapter 3: SOLUTION FOR IMPROVING SERVICE QUALITY OF FRONT OFFICE DEPARTMENT – CALIDAS LANDMARK 72 HOTEL. Opportunities and Threats, and Calidas hotel goal.
60 Đặng Minh Quang – A1K19 3 Hanoi Open University – Faculty of Tourism 3. Check-in Procedure. Check-out Procedure. 77 CONCLUSION AND RECOMMENDATION .Advantages and limitation of the graduation thesis.
80 Đặng Minh Quang – A1K19 4 Hanoi Open University – Faculty of Tourism TABLES AND DIAGRAMS Diagram 1: A Standard Large Hotel Hierarchy .11 Diagram 2: A Standard Front Office Structure .14 Diagram 3:Calidas Landmark 72 hotel Hierarchy .25 Diagram 4: Calidas Front Office Department Structure .1: AAA Arrival Service Standard .2: AAA Check – in Services Standard .3: AAA Check-out Service Standard .4: AAA Departure Service Standard .1: Calidas Front Office Employee .2: Reservation Service StandardComparision .3: Arrival Service Standard Comparision .4: Check – in Service Standard Comparision .5: Check-out Service Standard Comparision .6: Departure Serivce Standard Comparision .1: Reservation Services Standard for Calidas FO .2: Arrival Services Standard for Calidas FO .3: Check-in Service Standard for Calidas FO .4: Check-out Service Standard for Calidas FO .5: Departure Service Standard for Calidas FO .69 Đặng Minh Quang – A1K19 5 Hanoi Open University – Faculty of Tourism HANOI OPEN UNIVERSITY THE SOCIALIST REPUBLIC OF VIETNAM FACULTY OF TOURISM Independence – Freedom - Happiness ------***------ ---------------------------------- MISSION DESIGNATION OF GRADUATION THESIS Full Name : Đặng Minh Quang Telephone: 01673493683 Class - Year : A1K19 Major : Tourism - hotel business management 1. Topic: “SOLUTION FOR IMPROVING SERVICE QUALITY IN FRONT OFFICE DEPARTMENT – CALIDAS LANDMARK 72 HOTEL.Intial information: - Theories from books, research. - Documents and Report from Calidas Front Office Department. The urgency of the thesis 2.
Missions of the thesis 3. Research subjects and methodologies 5. Thesiscontent CONTENT Chapter 1: Rationale of service quality and service quality improvement in hotel Front Office. Hotel Front Office 1.
Front Office Procedure Standard 1. Chapter 1 conclusion Đặng Minh Quang – A1K19 6 Hanoi Open University – Faculty of Tourism Chapter 2: Actual state of Front Office Department – Calidas Hotel 2. Overview about Calidas Landmark 72 hotel 2. Calidas Front Office Department 2.
The actual state of Calidas Front Office Department 2. Questionnaire Chapter 3: Solutions for improving service quality of hotel Front Office Department – Calidas hotel 3.1 Opportunities and threats, 3.3 Chapter 3 conclusion Conclusion & Recommendation References 4. Slides, projector, PC: Using projector, PC to present content of the thesis 5. Thesis mission delivery date : 16/03/2015 7.
Submission of thesis to Faculty Office(deadline) : 25/05/2015 Hanoi, date. / year 2015 Head of the Faculty Instructor (Signature & Full name) Đặng Minh Quang – A1K19 7 Hanoi Open University – Faculty of Tourism OPENING 1. Urgency of the thesis In the first 2 month of 2015, Korea has invested in Vietnam 50 new projects and increase the capital for 19 projects with the total amount is 222. And Japan, also within the first 2 month of 2015, have invested in Vietnam 25 new projects and increase capital for 17 projects with total amount is 169.
Hanoi was rank 1 st in attracting Korea investing capital with total 885 projects and the total investing amount is 5. Hanoi also rank 2nd in attracting Japanese investing capital with 636 projects and the total investing amount is 4. With these kind of investment and the number of projects are being carried out in Hanoi. In very near future, Hanoi will be crowed with businessmen from Japan and Korea.
This mean the demand for business hotels, apartments for renting, service apartments will greatly increase. This is a huge a opportunities for Calidas hotel to increase its sales number and attract a market of high class customers. But Calidas is not the only one who is targeting this potential market. There are 2 more competitors with lots of competitive advantages again Calidas hotel and they are Grand Plaza hotel and JW Marriot hotel.
So in this harsh environment of the hotel business world, Calidas need a plan, an advantage in the competition. The answer for that is service quality. From all these reason, and from my working experience, I have chose the topic of “Solutions for improving service quality in Front Office Department – Calidas Landmark 72 Hotel”. My thesis will point out the limitations and weaknesses of Calidas Front Office in facilities, employees, procedures … And by analyzing these limitations and weaknesses, I will provide some solutions in order to improve the service quality of Calidas Front Office Department.
Đặng Minh Quang – A1K19 8 Hanoi Open University – Faculty of Tourism 2. Missions of the thesis + Mission - Provide basic concept, rationale, definition … about hotel, service quality in order to find out the reality, trend of the hotel business - Analyze the current state of service quality in Calidas Front Office Department in order to provide solutions - Provide Solutions 3. Research Objective Overall Objective Provide Solutions to Improve Service Quality of Front Office Department in a way that the Guests who stay in the hotel can see and feel it.Specific Objective - Evaluate the actual state of Calidas Front Office‟s Service Quality - Base on the actual situation, Find solutions to solve all current problems relate the matter of improving service quality. Research Subjects and Research methodologies Research Subjects - All of Calidashotet Front Office Department Employees: + Guest Service Agent + Guest Relation Agent + Reservation + Bellman - In-house Guests Research method - Scientific observation method By observing activities of Front Office Employees, find out what is lacking, weak points.
Also, observe attitude, reaction of customers to determine the providing service was able to satisfy the customers or not. Đặng Minh Quang – A1K19 9 Hanoi Open University – Faculty of Tourism - Interview and Questionnaire By Interview and provide questionnaire to 60 people who are currently staying in the hotel in order to gather their evaluation on the Front Office services 5. Thesis Content Opening Chapter 1: Rationale of service quality and service quality improvement in hotel Front Office. Hotel Front Office 1.
Front Office Procedure Standard 1. Chapter 1 conclusion Chapter 2: Actual state of Front Office Department – Calidas Hotel 2. Overview about Calidas Landmark 72 hotel 2. Calidas Front Office Department 2.The actual state of Calidas Front Office Department 2.
Questionnaire Chapter 3: Solutions for improving service quality of hotel Front Office Department – Calidas hotel 3.1 Opportunities and threats, 3.3 Chapter 3 conclusion Conclusion & Recommendation References Đặng Minh Quang – A1K19 10 Hanoi Open University – Faculty of Tourism Chapter 1: RATIONALE OF SERVICE QUALITYAND SERVICE QUALITY IMPROVEMENT IN HOTEL FRONT OFFICE 1.1 Hotel Definition A hotel is a commercial establishment provides paid lodging to travelers, longtime and permanent residents also provide a number of other services or amenities, such as a restaurant, swimming pool, and/or spa. Many hotels are also arranged to hold conferences and meetings, thus making them useful locations for business meetups Commonly, a multistory establishment with interior room entrances offering a variety of guest unit styles. The magnitude of the public areas is determined by the overall theme, location and service level, but may include a variety of facilities such as a restaurant, shops, fitness center, spa, business center, and/or meeting rooms Diagram 1: A Standard Large Hotel Hierarchy Đặng Minh Quang – A1K19 11 Hanoi Open University – Faculty of Tourism 1.2 What is Service Quality Important definitions of service quality are coming as following: Parasuraman (1995, 1998): Service Quality is determined by the differences between customer‟s expectations of services provider‟s performance and their value of services they received. Gefan (2002): Service Quality as the subjective comparison that customers make between the quality of the service that they want to receive and what they actually get.
Service Quality Dimension: 1. Tangibility: this includes physical facilities, equipment, and the physical appearance of on employee. Reliability: this refers to the ability to provide the exact required service according to given specifications and conditions. Responsiveness: the inclination and willingness of the employees to serve customers quickly and properly.
Assurance: feelings of trust and confidence in dealing with the organization. This reflects the workers' knowledge and experience and their ability to build self confidence as well as confidence in the customers themselves. Empathy: understanding the customers' personal needs, taking care of them individually and showing them all sorts of sympathy and affection, looking at them as close friends and distinguished clients. Service Quality in Hospitality The concept of quality is widely discussed in the hospitality anagement.
Quality in the hospitality industry is defined as “the consistent deliver of products and guest services according to expected standards”. Increasingly, guests are willing to pay more when they visit hospitality properties offering service that meets or exceeds their service expectations. The level of quality Đặng Minh Quang – A1K19 12 Hanoi Open University – Faculty of Tourism service is an important factor in the experience that guests receive during their visits to lodging operations (Hayes, Ninemeier& Miller, 2011). In an increasingly competitive market, the issue of quality has grown in significance for hotel businesses.
This has been influenced by a number of factors, such as the expansion of consumer rights and the alleged emergence of „new‟, quality conscious tourists. In addition, greater competitiveness has caused hotel companies to be increasingly aware of the importance of quality as a source of competitive advantage (Soteriadis&Varvaressos, 2006). The components of quality in the hospitality industry that can be used to develop and implement a quality service system are the following: 1. Consider the guests being served 2.
Determine what the guest‟s desire 3. Develop procedures to deliver what guest want 4. Train and empower staff 5. Implement revised systems 6.
Evaluate and modify service delivery systems. Hotel Front Office 1.