i ACKNOWLEDGEMENT This paper has been finished with the enthusiast help of many people. And once more, I would like to express my sincere gratitude to those. First of all, I would like to express our sincere gratitude to my teachers, friends and family. This graduation paper cannot be successfully completed without their invaluable help, advice and encouragement.
Secondly, I would like to express my deepest gratitude to my supervisor, Ms. Nguyen Thi Bao Yen, for her helpful encouragement, guidance and suggestions in the preparation of this thesis. She helped me improve my skills a lot. Then, I am thankful to staffs of The Blossom Resort, especially Ms.
Van about her help, her instructions, documents and events which involved in this paper. Next, I am especially grateful to all of my teachers at Foreign Languages Department of Duy Tan University for the endless enthusiasm and knowledge they have given me over the past four years. Thirdly, I appreciate my family and friends because they never give up on me whenever I need their support. Finally, we also would like to thank all of staffs of Duy Tan University for their help during my time at Duy Tan University.
Yours sincerely Nguyen Le Thuy Tien Student: Nguyen Le Thuy Tien Code: 23203211910 ii STATEMENT OF THE AUTHORSHIP Except where reference is made in the text of the thesis, I guarantee that this report is written completely not based on any material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma. No other person’s work has been used without due acknowledgement in the thesis. This thesis has not been submitted for award of any degree or diploma in any other tertiary institution. Danang, May 20th, 2021 NGUYEN LE THUY TIEN Student: Nguyen Le Thuy Tien Code: 23203211910 iii ABSTRACT This graduation report investigates the real situation and provides solutions to improving the quality of the accommodation service at The Blossom Resort Danang.
This case study is based on theory and actual data. In order to get results, I have collected all major information about resort, travel, etc. From primary and secondary sources, such as textbooks, the Internet, as well as data from the Accommodation Business and customer assessment of accommodation through my survey and findings. Based on this information, I will present some of the characteristics of the resort's staff, services, organizational structure, and tourism resources, and then suggest some suggestions for improving its service quality.
To complete this thesis, I intend to state why I chose this topic. Next, I consult many sources of information and select to include them in my essay, which shares my views to convince the examiners. There were some difficulties in coming up with solutions, which could convince the general opinion of society, customers.; and fortunately, time gave me the answer what I needed. Student: Nguyen Le Thuy Tien Code: 23203211910 iv LIST OF TABLES, FIGURES, PICTURES AND CHARTS List of Tables Table 1: The room system of Blossom Resort.24 Table 2: Total guest of Blossom Resort over 3 years 2018-2020.35 Table 3: Table of labors structure.39 Table 4: The Number of Guests Using the Accommodations Services from 2018 to 2020.39 Table 5: Guest’s Feedback.43 Table 6: Guests’ Evaluation of the Modernization of Accommodation Service.
46 Table 7: Guests’ Evaluation of Staff’s Spirit, Attitude and Language.48 List of Figures Figure 1: The Organization of Structure of Blossom Resort.21 Figure 2: Revenue of Blossom Resort over 3 years 2018-2020.37 Figure 3: Customer satisfaction from 2018-2019.38 Figure 4: The Number of Guests Using the Accommodations Services from 2018 to 2020.40 List of Pictures Picture 1 : Blossom resort logo.19 Picture 2 : Blossom Resort.19 Picture 3: Map of Blossom resort.21 Picture 4: A standard double room.25 Picture 5: A superior king bed garden view room.26 Picture 6: A superior king room - river view.26 Picture 7: A deluxe twin bed garden/river view.27 Student: Nguyen Le Thuy Tien Code: 23203211910 v Picture 8: A deluxe king bed street view.27 Picture 9: A deluxe king room garden view.28 Picture 10: A premier deluxe double room.29 Picture 11: A premium king bed garden/lake view.29 Picture 12: Villa twin bed garden/lake view.30 Picture 13: A villa king bed river view.31 Picture 14: A villa two bed room riverside.31 Picture 15: A villa executive garden view.32 Picture 16: A villa suite garden view.33 Picture 17: Issun Boushi restautant. 33 Picture 18: Lobby bar at Blossom resort.34 Picture 19 : Onsen and Sauna service at Blossom resort.34 Student: Nguyen Le Thuy Tien Code: 23203211910 vi TABLE OF CONTENTS ACKNOWLEDGEMENT. i STATEMENT OF THE AUTHORSHIP.iii CHAPTER 1: INTRODUCTION. Aims and Objectives.
Scope of the study. Methods of the study. Organization of the study.3 CHAPTER 2: THEORETICAL BACKGROUND. Classification of resort.
Some types of resort services:. Some types of resort guest.Accommodation business in resort and the criteria of resort accommodation business quality evaluation.9 CHAPTER 3: CASE DESCRIPTION. Overview of the Blossom resort. History, scale and location of Blossom resort.19 Student: Nguyen Le Thuy Tien Code: 23203211910 vii 3.
The organizational structure of Blossom resort. The services and facilities of Blossom Resort. The Functions and Tasks of the Accommodation Service at Blossom Resort. Relation between Accommodations Quality and Guest’s Arrival from 2018 to 2020.
The Real Situation of Guest’s Arrival at Blossom Resort over 3 years 2018-2020. The Impact of Accommodation Quality on Guest’s Arrival. The Real Situation of the Accommodation Business. Quality and Structure of staff in Accommodation Business.
The Number of Guests Using the Accommodation’s Services from 2018 to 2020. Some Reasons Affecting the Guest Number. The Accommodation Business. Evaluation of Passenger about the Service Quality of the Accommodation Service at Blossom Resort.
Guests’ Evaluation of Accommodation Service Area Facilities. Guests’ Evaluation of Accommodation service Staff.47 CHAPTER 5: DIFICULTIES AND SOLUTIONS. General Evaluation of Blossom Resort’s Accommodation Service.50 Student: Nguyen Le Thuy Tien Code: 23203211910 viii 5.52 CHAPTER 6: CONCLUTION AND SUGGESTIONS. Summary of the Finding.
Some Suggestions for Improving the Accommodation Service Quality at Blossom Resort. Improving the Facilities and Equipment Quality of Accommodation Service. Improving the Service Quality of Staff. Improving the Quality of Managers at Accommodation Service Area.61 REFERENCES Student: Nguyen Le Thuy Tien Code: 23203211910 1 CHAPTER 1: INTRODUCTION 1.
Rationale Tourism industry is known as one of the largest and most competitive industries in the world in general and in Viet Nam in particular. It takes a responsibility as a key industry in Vietnam and plays a role in promoting the economy. The tourism industry or resort industry has brought a lot of advantages such as jobs, revenues, … to improve human life and significant developments in the economic market. Besides, to developing tourism, the resort business plays an important role.
When people have both materials and need to improve their spirits, they need to satisfy the needs of traveling, resting, eating, and changing living space. Because of these reasons, Da Nang city has become one of the most centers that attract almost tourists in Vietnam. And to meet all those needs, Blossom resort has provided good services for tourists when traveling in Da Nang city. The resort with modern architecture and equipment, blending in the Vietnamese-Japanese style, is one of the city's buildings.
In particular, there is a beautiful view of the Han River and Asia park with Tran Thi Ly bridge links to the electric lights at night, visitors can see more of the city. The resort also has a variety of services, fully equipped with reasonable prices. The area surrounding the resort has many attractions such as the world heritage of the ancient town, museums. There is also a restaurant serving visitors to relax and enjoy the scenery and enjoy the food or drinks there.
To do that, the comfortable, perfect and modern facilities and equipment are indispensable. Therefore, the improvement of the quality of room service and the quality of the whole resort as well as offering some solutions are very important. However, in the past year the number of visitors to the resort is very low. That is why we decided to choose this topic: “An Investigation into the Real Student: Nguyen Le Thuy Tien Code: 23203211910 2 Situation of the Accommodation Service Quality at The Blossom Resort Danang and some Suggestions to improve it”.
Aims and Objectives 1. Aims The study focuses on the accommodation quality of The Blossom Resort Danang. In this research, I will collect data and evaluate the quality, service of the accommodation and guest feedback. In summary, I will give some solutions to improve the quality of the rooms.
To make it easier to understand, there are three main purposes for this essay. First, it helps teachers and students acquire or absorb knowledge about the tourist area as well as the accommodation activities inside the tourist area. Next, it also examines the customer service process of the accommodation service. Finally, it explores the role and importance of accommodation services for each object, thereby offering some solutions to overcome limitations, improve service quality, attract customers.
Objectives The study has 5 objectives below: To find out and describe unique features of Blossom resort. To identify and analyze the factors affecting services quality. Research and evaluate resort’s reality situation in Accommodation field. To examine accommodation service’s advantages and disadvantages.
To analyze and evaluate solutions to improve the accommodation service quality. Scope of the study This part would pay attention to two mains areas: First of all, I look for the information that relate to resorts such as scale, facilities, the quality of services, current situation, etc. I use the observational Student: Nguyen Le Thuy Tien Code: 23203211910 3 method in combination with references on the Internet to collect all of those results. Next, I analyze and evaluate the situation of the quality of the accommodation service in the period 2018 – 2020.
To do this task, I use my knowledge and experience that I got in my internship time. From that, suggesting solutions and recommendations to improve the quality and attract tourists to Blossom resort in 2021 depends on current reality at Blossom resort. Methods of the study Selecting correctly and applying scientific research methods affect a lot the success of the topic. I used following methods: - Direct observation of qualities, services and work process of Accommodation Business at The Blossom Resort Danang has been carried out.
- Method of Collection: data were collected from resources at the resort such as books, websites and researches. - Method of Analysis: from data collected, we analyzed the real situation of Accommodation Business at The Blossom Resort Danang. Organization of the study In addition to the table of contents, list of tables and figures, list of references, the graduation thesis includes six chapters: Chapter 1: Introduction – Shows the rationale to choose the topic, the aims and objectives, the scope, the methodologies and the organization of the study. Chapter 2: Theoretical background – This part will introduce theories related to the resort and accommodation service.
Chapter 3: Case description. It focuses on describing the organizational structure and how accommodation service work at Blossom resort. Student: Nguyen Le Thuy Tien Code: 23203211910 4 Chapter 4: Analysis and evaluation. Analysis and evaluation accommodation service at Blossom resort would be described.
This section outlines the strengths and weaknesses of the service. Chapter 5: Difficulties and solutions. Depending on chapter 4, I will present some difficulties in the recent situation of service in this chapter and offer solutions for each case to improve service quality. Chapter 6: Conclusion and suggestions.
This part is the summary of research’s finding. Moreover, from my own perspective, I give some suggestions for improvement for Blossom resort, tourism major of the English department and Duy Tan University. Student: Nguyen Le Thuy Tien Code: 23203211910 5 CHAPTER 2: THEORETICAL BACKGROUND 2. Resort As people's economic conditions gradually stabilize, people's need for self-satisfaction also increases.