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MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS HUYNH THI QUYNH TRAM An Investigation into Real Situation and Some Suggested Solutions to Improving the Servi.
MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS HUYNH THI QUYNH TRAM AN INVESTIGATION INTO REAL SITUATION AND SOME SUGGESTED SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF HOUSEKEEPING DEPARTMENT AT AVATAR HOTEL DA NANG – May 2021 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS HUYNH THI QUYNH TRAM AN INVESTIGATION INTO REAL SITUATION AND SOME SUGGESTED SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF HOUSEKEEPING DEPARTMENT AT AVATAR HOTEL Major : English for Tourism Code : K23.702 SUPERVISOR: LE DIEU MY, M.A DA NANG – May 2021 i ACKNOWLEDGEMENTS Dear all teachers in the Foreign Languages Department of Duy Tan University! To the Director and all of the staff in Avatar Hotel! To my supervisor – Ms Le Dieu My! First and foremost, I would like to express my heartfelt gratitude and appreciation to all Duy Tan University teachers for their expertise, advice, and motivation during my studies Secondly, thanks to the Housekeeping Manager, in particular, I was able to learn a vast range of helpful knowledge and closely examine the actual work of housekeeping Finally, I want to thank my supervisor from the bottom of my heart, Ms Le Dieu My, for providing me with the invaluable opportunity to this article, which has also allowed me to conduct extensive research I could not have completed this graduation paper without the indispensable assistance, direction, and inspiration of my dear teacher ii STATEMENT OF AUTHORSHIP I promise that I wrote the current thesis independently and that I have indicated all aspects of the work where sources are included in my wording or their context This thesis has not been applied for a degree or diploma at any other tertiary institution I further announce that I have not forwarded this work to any other university in order to receive a degree Danang, March 26th, 2021 Best Regard, Huynh Thi Quynh Tram iii ABSTRACT This Case Study is being conducted with the aim of enhancing the service quality of the Avatar Hotel's Housekeeping Department It is based on theoretical context and realistic results Firstly, the researcher gathers realistic data by distributing questionnaires to visitors in order to assess the level of service provided by the housekeeping workers In addition, the researcher obtains detailed statistics from the Housekeeping Department's manager in order to assess the Housekeeping Staff's drawbacks and advantages Then, based on the theoretical context and current situation, all of these realistic data are analyzed and evaluated Finally, the researcher makes a recommendation based on careful analysis in order to enhance the quality of service of the Avatar Hotel's Housekeeping Department iv LIST OF TABLES Table The room systems of Avatar Hotel Error: Reference source not found Table Employees at Housekeeping department at Avatar Hotel Error: Reference source not found Table Revenue of Avatar Hotel over years 2018-2020 Error: Reference source not found Table The number of the guest at Avatar hotel from 2018 to 2019 .Error: Reference source not found Table The number of the guest according to nationalites Error: Reference source not found Table The number of staff in Housekeeping Dept at Avatar Hotel Error: Reference source not found Table Customer feedback on the attitude of the HK dept employees Error: Reference source not found Table Result of customers’ evaluation about the minibar service of HK dept Error: Reference source not found Table The number of facilities at hosekeeping dept Error: Reference source not found Table 10 Assess the reliability of customers with staff Error: Reference source not found Table 11 Customer feedback on the responsiveness of workers to customers Error: Reference source not found Table Revenue of Avatar Hotel over years 2018-2020 Error: Reference source not found v vi LIST OF FIGURES Figure 1.The Organization chart of HK department Error: Reference source not found Figure The Organization of Structure of Avatar Hotel .Error: Reference source not found Figure 3.Organization of Housekeeping Dept at Avatar Hotel.Error: Reference source not found Figure 4.The process of Housekeeping staff At Avatar hotel Error: Reference source not found Figure 5.The process of training Housekeeping staff At Avatar hotel .Error: Reference source not found Figure The process of cleaning public areas .Error: Reference source not found Figure The process of laundry of Avatar hotel’s HK dept Error: Reference source not found FIGURE Image Image Housekeeping Image An overview of Avatar Hotel .Error: Reference source not found Chart Chart Result of customers’ evaluation about laundry staff’s attitudes Error: Reference source not found vii LIST OF ABBREVIATIONS Dept : Department F&B : Food & Beverage HK : Housekeeping APPENDIX .2 viii TABLE OF CONTENTS APPENDIX .2 47 for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’.[6] As a result, housekeeping staff usually work individually or in a small group, and complete or cleaning turns per day Staff should manage time appropriately to ensure staff will achieve all cleaning on time, without affecting the guest stay experience Besides, housekeeping staff in their shift room staff have to many tasks such as cleaning, checking rooms, checking, adding necessary items as quickly as possible, so they need to improve their speed agility, quick manipulation and job execution If the person is slow and does not know how to arrange and prioritize the work, the room staff cannot complete their assigned tasks, especially when the hotel is crowded, holidays 5.2.2 The Facilities According to PhD Nguyen Van Manh & PhD Hoang Thi Lan Huong, “Hotel business is the operation of building a hotel, producing and exchanging facilities to satisfy the needs of visitors in the areas of dining, lodging, entertainment, and certain other services These events are beneficial to the hotels The level of the hotel determines the quality and variety of the services.” [1] Regularly maintain equipment to ensure safety when used to avoid causing problems for customers and staff Regular and regular equipment maintenance ensures essential equipment is in good working condition, helping the unit's daily work be most effective Besidess, regularly maintain equipment to ensure safety when used to avoid causing problems for customers and staff Regular equipment 48 maintenance ensures essential equipment is in good working condition, helping the unit's daily work be most effective Moreover, strengthen equipment maintenance, invest in modern facilities for VIP rooms, purchase new equipment (curtains, drapes, lampshades, flatscreen televisions Finally, replacing equipment damaged or old equipment and items; and supplemented standard facilities In brief, regularly it is the maintenance of protective facilities to prevent consumers and employees from having accidents Regular inspection of the facilities assures that the critical equipment is well operated Purchase new equipment, and repair outdated or old equipment Invest in modern VIP room faculties 5.2.3 The Process of Housekeeping Department Hotels and HK department managers should have a cleaning process in place to operate more quickly and creatively while also following hotel expectations The old hotel method is adequately completed, but there are specific points where the implementation is still incomplete, so be mindful and refresh the process 49 CHAPTER CONCLUSIONS AND SUGGESTIONS 6.1 SUMMARY OF THE FINDINGS The HK dept can be seen as an essential element in the growth of the hotel industry There are both positive and negative impacts on the hotel business It could be due to hotel policy, HK service level, service, facility, or staff Firstly, the hotel has adopted several policies to help the business grow However, these plans are primarily based on a specific group of consumers It can lead to inequality in the tourism industry 50 In addition, facility consistency is also an essential factor in improving service performance The equipment also needs to be well maintained and regularly maintained, and repaired to avoid damage Thirdly, the hotel should diversify the services provided; the HK department is the hotel's focal point It is a factor that directly affects the image of the hotel As a result, hotels can take significant measures to improve housekeeping service quality levels Last but not least, the bottom line is recruiting and developing employees The individuality of employees affects their level of excellence As a result, workforce preparation is essential in some ways; it improves productivity while providing workers with advanced knowledge and skills Finally, identifying strengths and weaknesses for analysis and evaluation through staff training, customer service processes, and facilities From the analysis, there will be solutions to improve the service quality of the housekeeping department 6.2 SUGGESTIONS The recommendations for improvements for Avatar Hotel, housekeeping dept, and Duy Tan University are listed below 6.2.1 The Facilities Firstly, Avatar Hotel needs to increase the efficiency of its sanitary facilities and routine maintenance to ensure that they last longer and save the hotel money Besides, the counter appliances, such as the vacuum cleaner, window screens, security devices, should be tested once a month If there is some 51 damage, it must be repaired as soon as possible Keep the phone cord in order to ensure seamless contact between offices both within and outside the hotel Moreover, the hotel should upgrade to improved amenities to help workers perform more efficiently and make guests more comfortable with the consistency of the hotel's service to project a positive picture in the minds of visitors In conclusion, the quality of Avatar Hotel's sanitary facilities must be increased, and regular repairs are done to make sure it takes longer Hotels should update their facilities to make them more effective and customerfriendly 6.2.2 Human Qualifications When an individual is considered proficient at their career, their working style varies from that of someone who is unfamiliar with the job - this is referred to as a competent working style Avatar Hotel places a high value on this level, educating and coaching workers is a top priority in order to achieve it There are a few steps that the hotel has yet to overcome in staff preparation that I believe should be tackled, and they are as follows: Firstly, the hotel should provide material benefits and incentives to employees, such as arranging trips to learn technical proficiency Secondly, once the workers are certified professionals and perform well, they should be promoted to a higher level Furthermore, inspire employees by raising wages or including incentives if they are working hard and productive In short, the hotel's highest priority is education and coaching staff The hotel should provide workers with substantial rewards and bonuses such as 52 organizing vacations to learn professional skills Once the workers are certified professionals and perform well, they should be promoted to a higher level 6.2.3 The Process of Housekeeping Department Hotels and supervisors of the HK department should have a cleaning process when operating in this department faster and more creatively while still meeting hotel standards The old hotel process is completed correctly, but there are some points where the implementation is still inadequate, so be mindful and update the process 6.2.4 Foreign Languages Department Foreign Languages Department should organize extra-curricular activities to keep students with native speakers to hone their reflexes and develop speaking skills In addition, the Foreign Languages Department should organize periodic tests of students' foreign language ability to ensure that students have a solid foundation of English knowledge 6.2.5 Duy Tan University Firstly, reducing the time for students to get more time to learn advanced subjects: Currently, the school's physical education program lasts semesters, or 10 stages There are excessively long stretches of time that place a lot of strain on students Besides, creating class schedules for students based on their majors: Survey content that is oriented: Currently, some orientation themes are inconsistent, as follows: students can learn some subjects such as listening, 53 chatting, reading, and Vietnamese over three school years But in three distinct ways (Toiec, Toefl, Ielts) As a result, students are perplexed Furthermore, each semester can open enough specialized subjects for students to graduate on time Students must complete all specialized subjects in order to be on track with the curriculum Any subjects were not available enough at the time of enrollment, delaying students' acquisition and graduation Finally, the university's leaders must collaborate with various hotels to provide students with an early learning experience while learning subjects relevant to their current discipline: the current specialized subjects in English Some students have not applied theory to practice and gain knowledge for themselves, thus providing an atmosphere for both studying and working, shortening the distance between theory and practice to satisfy enterprises' increasing job needs In brief, to ensure that its sanitary services survive as long as possible, the hotel must improve its quality and perform routine maintenance The Foreign Languages Department should conduct annual assessments of students' foreign language proficiency Duy Tan University should shorten the time allotted to students to give them more time to study advanced subjects REFERENCES Vietnamese Book [1] TS Nguyễn Văn Mạnh, Th.s Hoàng Thị Lan Hương (2004), Quản Trị Kinh Doanh Khách Sạn, NXB Lao Động Xã Hội, Hà Nội English Books [2]Mr.Morcel Gotie, Tourism and Hotel(2015) [3] Surya Poudel (2013), The Influence of the Accommodation Sector on Tourism Development and Its sustainability, Larsmo Websites [4] Sandoval-Strausz A.K (2020), Hotel and Hotel Industry Retrieved from https://www.encyclopedia.com/history/dictionaries-thesauruses-pictures-andpress-releases/hotels-and-hotel-industry [5] Rebecca, W M (2014) Introduction to Tourism and Hospitality in BC Retrieved from https://opentextbc.ca/introtourism/chapter/chapter-3- accommodation/ [6]https://setupmyhotel.com/train-my-hotel-staff/hk/789-housekeeping.html [7]https://www.linkedin.com/pulse/role-housekeeping-hospitalityindustrycassandraroberts#:~:text=Housekeeping%20is%20an%20operational %20department,club%20spa%20and%20so%20on [8]https://work.chron.com/housekeeping-functions-hospitality-industry30195.html [9]https://www.linkedin.com/pulse/concept-quality-definitions-dominicparry?trk=portfolio_article-card_title [10] https://www.longdom.org/open-access/service-quality-in-the-hospitalityindustry-2167-0269-1000e133.pdf [11] https://www.slideshare.net/sharetailieudaihoc/chng-4-cht-lng-dch-v APPENDIX QUESTIONNAIRE The survey was carried out at the Avatar hotel The study's aim was to ascertain the level of aspirations and consumer experience of the Avatar hotel's staff efficiency I Personal Information Please place a tick (×) in a box that best describes your attitudes based on your experiences as a customer of Avatar hotel A Gender Male Female B Age Below 25 years olds 25-35 years old 46-55 years old Over 55 years old 36-45 years old C Nationality Korean European UK Janpanese Indian Others D Occupation Government official Employee 3.Owner/ Private/ Student Others Business E Purpose of trip Vacation Honeymoon Business Others Seminar F How many times have you previously stayed at Avatar Hotel? 1 time 2 times 4 times more than times 3 times II A survey of the preferences and impressions of HK personnel service efficiency Please place a check () in the box that best describes your attitudes based on your encounters as a customer of Avatar hotel EXPECTATIONS on the level of service provided by HK staff The degrees of scoring are as follows: = best, = high, = middle, = medium, and = lowest Criteria Reliability Staffs providing service as promised Staff performing hygiene in accordance with the process Staff providing all the implement guests need Staff answering all customer’s questions Responsiveness Staff responding to your inquiries quickly Staff providing quick service for you Staff are always happy to help you Staff always appearing quickly when you call Assurence Staff have product knowledge of the hotel Staff have the skills required to perform service Staff speaking with you using appropriate forms Staff are trustworthy Staff making you feel safe when staying at the hotel Customer's Score Please let us know if you have any thoughts or feedback Thank you once again for everything you’ve done Giving you best wishes and all the happiness in the world! SUPERVISOR’S COMMENTS ... I choose the following topic: ? ?An Investigation into Real Situation and Some Suggested Solutions to Improving the Service Quality of Housekeeping Department at Avatar Hotel. ” 1.2 AIMS AND OBJECTIVES...MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS HUYNH THI QUYNH TRAM AN INVESTIGATION INTO REAL SITUATION AND SOME SUGGESTED SOLUTIONS TO IMPROVING THE SERVICE. .. that make up the overall organization of the Avatar hotel, and each department has its own set of missions Figure The Organization of Structure of Avatar Hotel 3.1.2.2 Functions and Tasks of