Some Recommendations For Improving Service Quality At Binh Quoi Tourist Village.

Nhận Làm Báo Cáo Thực Tập Thuê Trọn Gói – Điểm Cao
Zalo/Tele Nhắn Tin Báo Giá : 0909.232.620
MINISTRY OF EDUCATION & TRAINING
GIA DINH INFORMATION TECHNOLOGY UNIVERSITY
FACULTY: ENGLISH OF TRADE AND TOURISM
INTERNSHIP REPORT
INTERNSHIP TOPIC
Some Solutions In Order To Maintain And Strengthen
The Tourist Attraction Of Reception Department At Binh
Quoi Tourist Village
Some Recommendations For Improving Service Quality At Binh Quoi
Tourist Village
INSTRUCTOR: ..........................
STUDENT: .......................
STUDENT’S CODE: .....................
;;k
SHOOL YEAR: 2015 – 2018

ACKNOWLWDGEMENTS
During six-week internship period, I have learned a lot of practical
experiences in the profession that I chose. To get good results right from the start
until the end of the practice, I would like to express my deep gratitude to all the
teachers at Gia Dinh University, who have taught me how to learn English as well as
the way to behave well with everybody. Especially, I would like to thank ...............,
M.A- my instructor for helping me with my report.
Besides, I also would like to thank Mr. Tuan – manager of the resort who has
given me a number of data and real knowledge to complete the report. Every staff in
hotel is very friendly and enthusiastic. They have showed me how to serve and
communicate with the customers politely. As a result, I have been trained to become a
good receptionist.
I want to show the appreciation to my family and friends because of their help,
which creates the motivation for me to overcome difficulties.
With the limited theoretical level and practical experience, I cannot avoid
shortcomings. I look forward to seeing comments from teachers to help my report be
better and more explicit. This also helps me get more knowledge for my future career.
Sincerely,

INSTRUCTOR ASSESSMENT
1. Student’s attitudes and behaviors during the internship:
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2. Expert knowledge:
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3. Realistic awareness:
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4. Other assessments:
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5. Overall assessments of the internship result:
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…Ho Chi Minh,…………… …,2018………
Confirmation of Instructor
(Signature)

CONTENT

THE BEGINNING
INTRODUCTION
1 - The reason for choosing the topic
Tourism is the messenger of peace, friendship and cooperation between the nations
in the world. At present time, tourism is considered as one of the economic sector
with high profits because of the rapid growth quickly, attracting many country enjoy
and getting great socioeconomic benefits.
Grasping the trend of the times, many state-owned enterprises and private
enterprises invested business resource exploitation from tourism, this is the reason
for the introduction of mass establishments catering business. Thus, to respond the
need of tourists from budget to luxury and compared with the strong development of
the restaurant-hotel tourism in the cutthroat competitive situation as at present,
enterprises need specific solutions and constantly improve the quality of service in
order to get big the number of tourists and ensure business situation is very
necessary thing.
The restaurant where diners come to eat, enjoy cuisine and other associated
services. Besides, the restaurant is not only a place offers food and drink but also
additional services with high quality. The high quality is expressed in a variety of
factors and the quality of service is one of important factors. The restaurant has high
quality of service will attract more visitors, increasing turnover for restaurant.
Starting from the above reasons, along with the perception of myself after four
years of university and internship time at Golden Rice Restaurant, I recognize the
importance of the quality of service for restaurant. Therefore, I would like to choose
the topic: " SOME RECOMMENDATIONS FOR IMPROVING SERVICE
QUALITY AT BINH QUOI TOURIST VILLAGE” and carry out further
research to write a report about it for my training course.
2 - The object of report
This report analyses the operation of Binh Quoi Tourist Village to understand

business activity, eat and drink service, the process to serve guests, real situation at
restaurant. Whereby, I give some solutions to improve the qualityof serve for
restaurant
3 - The method of report
I had spent my six week training course to study working environment combine
with observing the real situation about the equipment, workforce in restaurant and
searching lots of relevant information and useful document on the Internet about the
topic to complete the internship report. Morover, besides the writing about the
quality of serve at Binh Quoi Tourist Village that I myself draw from a lot of news,
statictics, summarizing, analysis and website etc, I also insert some essential pictures
as well as some comments which illustrate the content much correctly and lively.
4 – The practical meaning
At present, Golden Rice Restaurant has plan to build and carry out the system of
manage quality in providing service product which is consistent about the quality in
order to maximum respond the satisfaction of costomer, improve competitive on
market. So, researching the quality of service has important meaning for restaurant.
The result of researching topic provided the restaurant manager a detailed look
about the quality of service and the impact of service quality to the satisfaction of
customer when using service product of restaurant. One more important thing is to
bring out the solves to manage and increase the quality of service.
5 - The structure of report
Apart from introducing and conclusion, the content of this report includes four
chapters like this:
Chapter 1: THEORETICAL BASIC
Chapter 2: AN OVERVIEW OF BINH QUOI TOURIST VILLAGE
Chapter 3: CURRENT SITUATION OF BINH QUOI TOURIST VILLAGE
Chapter 4: CONCLUSION AND SOLUSION

DEVELOPMENT
I. Chapter 1: THEORETICAL BASIC
1. The concept and feature about the quality of service
1.1 The concept of the quality
Quality is a concept familiar to mankind since ancient times, but the quality is a
controversial concept. Depending on the object using the word "quality" has
different meanings . The production quality is what they regarded as non-response to
the regulations and requirements set forth by the customer, to be accepted by
customers. The quality is comparable to the quality of the competition and
accompanying costs and prices. Because people and cultures around the world is
different so their understanding about quality assurance and quality varies. Having
said that quality is not an abstract concept so that people can not go to a relatively
uniform interpretation, although there will always change. International
Organization for Standardization ISO, the draft DIS 9000: 2000, gave the following
definition: “Quality is the life of the characteristics of a product, system or process
to meet requirements of customers and stakeholders”.
According to classical viewpoint, it is said: “ the quality is consistent standard with
the available regulations on some characteristic of the product” but according to
modern viewpoint: “ Quality is suitable for using purpose and the level of customer
satisfaction”. Besides, ISO 8402-1986 standard defines quality as “ The totality of
features and characteristics of a product or service that bears it ability to satisfy
stated or implied needs”.
1.2 The concept of the quality of service
The quality of service is the quality that customers can only be assessed after using
the service or after exposuring to the direct service staff that is there has been a

certain experience about the service of the hotel business ( from “ quality of
service”. Training center directorate for standards and quality Measurement).
The quality of service is the quality that customers based on their ability and
prestige of the service provider for evaluation. Business providing credibility and
reputation as the consumer more confidence in the quality of their service.
1.3 The feature of the quality of service
1.3.1 Difficult to measure and evaluate
The quality of service is good or not good because of the perceived customer. It can
not touch or see so it is so difficult to measure.
Perception is a psychological category should be subject to depend on objective
factors of each customer, it is unstable and there is no identifiable conventional
measure. For example, the perception of customer about the quality of service
depends on psychological state of custmer, health status, ethnic origin of each
customer. These factors change over time so at different times, customers will feel
different quality of service. Difficulties in evaluating and measuring service quality
of hotel has made some managers tend todependon the operation can be seen,
assessed seen as counting the number of daily visitors to or depend on the attitude of
staff with manager to infer their attitude towards customers of the restaurant.
1.3.2 Only be evaluated exactly by the consumer’s perceiving directly on the
product of restaurant.
This characteristic is derived from the following reasons:
The most interesting feature of the quality of service has proven that quality
restaurant service depends on the perception of the consumer directly on the
product.
Because of the characteristic of service product of restaurant: The process of the
creation and consumption of restaurant services took place almost identical in time
and space have confirmed the customer plays an important role for products.
Customers is an integral member and participate directly in this process. They are

characters in the activities carried out restaurant services as a consumer service of
restaurant. So they had an insider's look, just look out of the money to buy products
of restaurants, buy the services of restaurant.
Their assessment of the quality of service of the restaurant is considered the most
accurate. If the customer feels about the service of the restaurant business that is
better then the customer will feel satisfaction levels are higher.So for those who are
not direct consumption of the product will not feel exactly the service quality of the
restaurant.
From this characteristic, managers want to accurately assess the quality of the
service must always stand on the perspective of the consumer direct product of the
customer. To try to understand directly the needs, wants and demands of customers
and not rely on the judgment or perception of their own to comment.
1.3.3 Depending on the service provider process of restaurant
A process of providing restaurant services always be based on two basic factors:
physical and technical basis of the restaurant and the staff directly involved in the
process of service delivery. Therefore when assessing the quality of customer
service restaurants tend to rely on the quality of technical skill and quality to
evaluate the quality of service.
Technical quality including the quality of the components of the material and
technical base of the restaurant as the level of comfort, modern equipment, the level
of aesthetics in interior design and home goods, the level of hygiene inside and
outside the restaurant, the level of safety in the design and installation of equipment
in the restaurant. Technical quality helps answer questions about what the perceived
service quality of the restaurant.
Functional quality including factors related to people especially the waiters in the
restaurant directly. That is the attitude, behavior, communication ability, appearance
of staff, skill level, education level, health status, age of staff.
These factors have a strong impact and directly to the customer feel as consumers

of resturant services to help customer answer the question of how to evaluate the
quality of service at restaurant.
Both components of technical quality and functional quality has an impact on the
image of a restaurant and decide the quality of service perceived by the restaurant,
the problem posed to the restaurant manager always interest and seek to improve
both the technical quality and functional quality of the restaurant on a regular basis
depend on changes in demand preferences and demands of the consumer market,
target customer restaurant.
1.3.4 Requiring the high consistent
Consistency here is understood in two angles:
Firstly, there is the high consistency and smoothness of perception and action of all
the parts, all of the members in the restaurant from top to bottom on achieving
quality objectives for the business. Therefore, consistency requires the policies of
the restaurant business in sync with each other.
Secondly, that is the uniform, comprehensive, consistently and as a promise that the
restaurant has announced to customers. The quality of service of restaurants requires
to be good wherever for all customers, requiring all employees in all parts of the
restaurant. It means not allowing things existed quality service applies only focus on
a few areas that facade that restaurant managers that customers easily seen to
overshadow the galaxy, nature deal. It can not also accept the direct service staff in
the restaurant just trying to keep an eye on the customers that they are VIP. The
quality of service of restaurants can not only good in the beginning when new
customers to use the service restaurant next time there will not be necessary. The
quality of service of restaurant not only in words is empty or that the restaurant has
announced to unfair competition with rivals in the advertising media. However,
consistency of quality of service not be equated with the constancy of this concept.
Service quality is not happening in a certain time remains only to add to the chest a
medal style common achievements. The quality of service can not be built once and

then applied so no need to change forever. The quality of service of restaurant
requires continual improvement and must be adjusted if necessary to suitable for the
actual needs of the market changes.
2. The role and meaning of improving the quality of service
2.1 The role
Improving the quality of service of restaurant has an important role for the
restaurant.A restaurant to survive and compete in the market with competitors must
constantly improve the quality of our service further. The quality of service express
standards of the restaurant. Standard high-class restaurant as four to five stars, the
required quality of service higher. Improving service quality is improving the quality
of products and services that restaurants provide customers make the most satisfied
customers.
2.2 The meaning
2.2.1 Helping increase profitably for restaurant
High quality service helps retain existing customers, create customer loyalty and
attract new customers.
We all know the service in the restaurant is very difficult to measure and assess
quality. Customer come to restaurant depend on reliable as oral information or
experience of themselve to make the decision to use the service restaurant. So, the
high quality of service not only effective but also keep old customers pull more new
customers to the restaurant without spending costs for marketing and advertising.
When the restaurant does not care about the quality of service and manage the
quality of service less will make customers less satisfied, then they decided to move
to consumer products of competitors. Customers will supply bad information about
the restaurant for those who do not know. Results are restaurants lose both existing
customers and potential customers. If the restaurant would not spend a lot of cost
and effort for marketing activities and also takes more time away regain the trust of
customers.

Thus, improving the quality of service will help retain existing customer of
restaurants and attract potential customers. It creates many benefits for restaurants
reduce marketing costs, advertising costs, reduce production costs for restaurants
and maintain high growth targets will increase turnover for the restaurant. Increasing
loyal customer is a measure to promote the brand reputation for restaurants – thing
that every restaurant manager wants to achieve in a competitive market in Vietnam
today.
2.2.2 Increasing competition and selling price reasonable on market
Tourist market is the main market, the most important of the restaurant, which is
also the most discerning guest market, with high solvency and always requires a
very high quality of service.
Otherwise, travel needs are needs that people wish to leave the residence and living
environment often busy, stressful, boring everyday to somewhere more interesting.
They desire to really rest, relax comfortably. Tourists never want to spend time and
money to asking for the annoyance or discomfort. So they are willing to spend more
money if you know before buying to make sure that they buy the products of good
quality. In fact, the restaurant takes advantage of this characteristic to find ways to
improve the quality of their service to higher competition aims to increase product
prices are reasonable. Thus, ensuring increased competition in the market. Investing
in quality of service, the restaurant has not only retained the existing customers of
businesses but also attracted new customers without costly advertising.
Otherwise, there is a tool to help businesses increase product prices while
maintaining the prestige, reputation and prestige confirmed in the market.
It also means improving the quality of restaurant service helps businesses improve
their competitiveness in the market.
2.2.3 Helping minimize business costs for business
In addition to reducing costs and marketing costs for advertising the restaurant, to
constantly improve service quality is also effective measures to save business costs

for businesses.
The quality of serve is guaranteed will reduce the possibility of errors in the process
of service. That will help:
- Minimizing the waste of time and cost for testing activities, supervise the proces
service.
- Reducing the cost of repairing errors : the cost of compensation for damage to
customer, the cost to deal with the bad publicity of restaurants, costs for handling
customer complaints.
High the quality of service will reduce the cost of any reasonable human resources
for:
Restaurants maintain good service quality will give employees a positive work
environment. Employees tend to long-term commitment and loyalty over now. So,
the coefficient of labor turnover will reduce, the cost of recruiting, selecting staff
regularly disturbed by the fall.
Employees often feel proud to be working in the prestigious business in the market,
they realize the benefits of a restaurant attached to the interests of the workers
themselves. To be attached to the enterprise, the employees often work more self-
aware and self-learning and improve their own professional self-improvement and
the lack of face to meet the demands of reality. So, the high service quality helps
reduce training costs and training for restaurant staff.
Besides, constantly improve the quality of service delivered many benefits to the
restaurant business in the current conditions of Vietnam.
In summary, serving restaurant quality also requires Vietnamese businesses to
survive and develop in business conditions also through many ups and downs and
complicated fluctuation. In other words, investments have to improve and enhance
the quality of service must be "forced choice" for the restaurant in the current stage
of development.
3. Several factors affect the quality of service

3.1 Equiment
Equipment have a great influence on the quality of service, from which guests can
affect consumer decisions in this service or not. Besides, equipment complete with
good quality also affects positively to the increase in labor productivity, increase
revenue for the restaurant, increase economic efficiency and income for employees.
For example: to have good food, request materials, processed foods to fresh so there
must be cold storage for preservation, for quality bread must have specialized
bakeries, ice cream for the must have ice cream machine, to have the cup cocktail,
mocktail, excellent coffee, then there must be prepared for each type, and
demonstrate cultural drinks etc ….. In addition, other equipment in the restaurant
such as tables, chairs, bowls, plates, knives, forks, ... also to ensure good quality,
beautiful form, how to decorate the dining room create a new logical first impression
and inspiration dining for guests.
The restaurant has convenient, modern, hygienic, safe facilities will make
customers feel comfortable, created for customers living in the environment that
brings the convenience and bring satisfaction to customers. Besides the facilities
ensure the quantity and quality will create condition for staff complete their duty
more professionally, help customers more satisfied. Psychological customer wants
to show their level, customers often use the services of the restaurant having higher
facilities. Otherwise, poor and backward equipment will make the customer is not
satisfied, which means that the quality of service is not good. So, to evaluate the
service quality of a restaurant, customers based in part on the perceived level of
physical facilities.
3.2 The quality of workforce
Staff is the direct contact with customers, directly involved in the process of service
delivery. They create relationships with customers, employees who act as a bridge
between the restaurant's guests. The staff can make products in Vietnam reached a
higher quality of service through their process. Quality and impression they give

customers are impressed by the quality and customer-known restaurant. Attitude and
the services of the staff will affect the level of satisfaction of the quality of service.
Tourists not only satisfy the needs of comfort, but also requires very high
professionalism, qualifications and abilities of employees. Therefore, a team of
highly qualified, good quality, understand their functions and duties are in good
condition affecting the quality of service, making guests feel satisfied, maximizing
liquidity of customers, increase revenue and profits for restaurants.
All the staff in the restaurant from manager to staff provide specific services
directly to customers, everything they do and what they say will affect customer
perceptions of service now. Direct staff to serve customers representing businesses
and directly influence customer satisfaction. They act as a salesperson, a marketing
executive. With unique products are service that restaurant service by man-made
factors are key. A restaurant has system of modern facility but workforce without
qualification does not guarantee the quality of service. So the quality of the
workforce huge impact on the quality of service.
Employees who directly interact with customers and make an impression in the
eyes of the customer service. So the quality of the workforce is assessed in labor
skills: professional qualifications, education, foreign language skills, ability to
communicate.
Besides the mental attitude of service to customers and team spirit in job
performance. Workforce with professional or not will affect the image of the
restaurant.
3.3 The process of service
Business have to design the process of service standardly and manage well
problems can occur affecting technological processes serve parts of the restaurant
business. So the restaurant can set service standards in accordance with the
demanding requirements of target customer market. It is very important if firms
realize that standardized service does not mean rigid service. That service standards

orient towards customers is to ensure the most important aspect of the service that is
performed greater than or equal to the expectations of the customer.
The process of service include the stages, the steps in order to employees can best
serve. If organizing a good process of serve, the employees will serve with
professional serving style, avoid mistakes while serving. Customers see staff
working in such a process will appreciate the quality of service. That is the standard
for managers assess their employees work in accordance with the process or not.
3.4 The quality of cuisine
Food is an important element in the tourist industry; for example, 25% of the
expenditure of US citizens travelling in the USA in 1983 was accounted for by food,
with 21.6% and 21.5% by public and car transport respectively, only 16% by
lodging and 9% by entertainment and recreation.
Catering in the restaurant requires quality, high aesthetics of the processing art,
decorative dishes, drinks to suit every type of menu, each guest. Besides, ensuring
food safety and hygiene is very important. Food service has diversity of products;
for example, European cuisine, Asia cuisine, reserved dishes, selecting the type of
food and eating as festivals and conferences.
Dishes look good, good quality, flavor own restaurant, meet the needs of multiple
customer with the habits and customs, age, gender and different preferences will
attract visitors to the restaurant, which will improve the quality of service and play
an important role in the process of propaganda, advertising restaurant brands with
consumers.
3.5 The quality of hygiene
Restaurant where customers get the service and customer care quality and to meet
the needs of customers increasing, so the restaurant hygiene is an important work to
bring the landscape beautiful, clean, and fresh atmosphere, comfortable for the
customer feel respected.
The cleanliness of the area often create the impression to customers in the

restaurant. Therefore to understand why hygiene is necessary and important. The
restaurant with good hygiene has mean like this:
- Flaunting form, highlighting the image of the restaurant for customers.
- Maintaining the status of furniture, equipment and furniture fabrics in the chamber
by cleansing the stain.
Ensure and maintain hygiene at a high level in order to reduce the risk of disease
and illness.
3.6 A number of other factors
3.6.1 The coordination between department in the resturant
To the quality of service must be perfect coordination between the solidarity work
with each department. Supporting parts together into a unified whole and aims to
improve the quality of service to bring satisfaction to customers.
3.6.2 The standard of service
Including service personnel standards, hygiene standards and criteria on the menu
.... make the service better and to measure to assess the quality of restaurant service
also like offer solutions to improve the quality of service for customer best.
3.6.3 The competition
If a business want to compete with other competitors selling the same products and
services, the quality of the restaurant serves to better and have more advantages than
the products of competitors to retain existing customers and attract more new
customers to increase turnover for businesses.
3.6.4 Resolving complaints of customer
Restaurant can receive different complaints from customers through various
restaurants that help correct understanding of the causes for customer dissatisfaction
and that is an opportunity to improve the service of the restaurant serving good more
customers.

CHAPTER 2: OVERVIEW OF BINH QUOI TOURIST VILLAGE
RESORT
I. Overview of Binh Quoi tourist village:
1. General of Binh Quoi tourist village:
Full name: Binh Quoi tourist village.
Tax code: 0310661497005.
Add : 1147 Binh Quoi Street, 28 ward, Binh Thanh District, Ho Chi Minh City.
Tel : (84.8) 5566020 |
: (84.8) 5565469
Email: binhquoiresort@gmail.com
Website: binhquoiresort.com
Picture 2.1: Binh Quoi tourist village
2. Location of Binh Quoi tourist village:
600-seat restaurant, garden with wide lawns is the ideal place to organize and the

Festival.
-Other services: sailing yachts on the River, film-shooting, fishing, lodging, meeting
rooms, games area.
-Assembly Meeting: hold the memories of friends and the public with the composer
Trinh Cong son.
-Buffet last week, themed "Urgent Southern Wild"
+ Friday and Saturday: from 17 hours 20 hours.
+ Sunday, holidays: from 11-14 h & from 17 hours to 20 hours.
-Restaurant
-Other Services: meeting rooms, swimming pool, tennis, 40 hotel rooms (Bungalow),
train travel.
Buffet last week, entitled "coastal Cuisine": Saturday, Sunday & holidays: from
16:20 hours.
The old Cafe coffee
-The type of business:
+ Meeting rooms.
+ 2 tennis
+ Wedding-meeting-birthday-last years Festival.
+ Buffet "Pot & Grill" is open daily from 5 pm-21 hours.
+ System of air-conditioned restaurant serves at the same time the hotel 2000
+ Restaurant garden, large lawns, beautiful scenery of the Saigon River

Management
Sale-
Marketing g office
Maintena
nce
II. Organization of the managing machinery:
1. The machine diagram in Binh Quoi tourist village:
Chart 2.1 – ORGANIZATIONAL CHART OF BINH QUOI TOURIST VILLAGE
Source: the Human Resource Department – Binh Quoi tourist village
2. The function and responsibility of each department
The duties of key executives
 Management:
The main responsibilities of the manager (GM) include:
- Providing leadership to the management team.
- Coordinating the work of all departments.
- Participating in the formulation of the hotel’s policies and strategies.
- Leading the hotel staff in meeting the financial, environmental and community
responsibilities.
- Providing full responsibilities for the overall performance of the hotel.
Functions of major resort departments:
 HR department (Human Resource)
The human resources (personnel and training) department is responsible for
hiring, orienting, and training employees. This department is also responsible for
wages and benefit administration, labor relations, employee relations, and staff
development.
 Sales and Marketing department:
Every Sales Manager in S&M department is in charge of the customer
department, such as corporation, overseas market and Walk-in, etc…

They work with guests indirectly and directly to introduce the resort. They are
responsible for finding a new customer market, developing the former customer
market, ensuring the resort’s source of income in a high standard, e.g. and proposing
advertising campaigns, promotion and special events on the holidays.
 Accounting department:
The accounting department is headed by the financial controller who, as a key
member of the management team, can guide the hotel to an increasing profitability
through better control and asset management. In addition, this department is
responsible for monitoring all of the financial activities of a hotel. Examples include:
overseeing accounts receivable, accounts payable, payroll, and cost control systems of
the hotel, keeping records of assets, liabilities and financial transaction of the hotel,
preparing the monthly profit-and-loss statement, coordinating with purchasing
department and information technology department, and handling guests’ inquiries
about billing.
 Front Office
Reception is “the face” that represents hotel. It is the bridge between the
customer and hotel which is responsible for connecting separate department, and
creating unity in the hotel’s operations as a “unified body”. This department has
many duties:
- Providing bedroom service of the hotel for guest.
- Notifying other departments of the requirements, demands and feedback of
guests.
- Making storage, processing and providing information to visitors, the hotel
management and other functional parts of the hotel as well as the daily tasks of
reception.
- Correcting payment, the full payment after the consumer of services in hotels
and restaurants, which is the most important task of the hotel reception to bring
high economic efficiency for the hotel.
 Housekeeping department:

Housekeeping is one of the largest departments of the hotel, which is
responsible for creating cleanliness, maintenance and safe environment as well as
decorating plants of the resort.
 F&B department (Food and Beverage):
The department includes two managers and a master chef who will serve the
food and beverage for guests as well as guarantee guest’s satisfaction in the
restaurants at the resort.
 Maintenance department:
The department is responsible for repairing, inspecting and maintaining the
utilities of the resort such as electricity, plumbing, air conditioning, and for
overseeing all mechanical and technical conditions of the hotel.
 Security department:
Security is an important concern in every hotel and resort. The security
department is responsible for implementing procedures which aim at protecting the
safety and security of resort guests, visitors, resort employees and the resort itself.
Examples: setting up camera surveillance, patrolling the resort premises and
maintaining security alarm systems.
III. Professional business in the hotel:
It can be said that the condition of the material facilities is an extremely
important factor that determines the quality of service of the resort. Specifically,
material facilities are the potential for the resort to rely on that and make rogress. Not
only that, they are also factors that make up the ability to attract tourists. At Binh Quoi
tourist village, condition of facilities is expressed in three main parts which are:
 Resident business department.
 Food & Beverage department.
 Supplementary service business department.
1. The resident service
The resident service is the main service of the hotel. We can say resident
service is the important one and occupies a high proportion in the structure of the

hotel. Resort has a total of 71 rooms with about 200 guests and is divided into 07
kinds of bedroom styles and different designs. Besides that, they are fully equipped
with air conditioning, hot water, bathtub, cable TV, mini bar, telephone, etc. The
resort always improves good service to make customers comfortable.
Notes:
D: double
S: single
2,3,4,6,9: the number of guests
Table 2.1 ROOM TARIFF OF BINH QUOI RESORT
Room type Sunday - Thursday Friday - Sunday
Day Night Day Night
Standard (2 pax)
10 rooms
340,000 560,000 470,000 790,000
Double Happy (2pax)
10 rooms
510,000 840,000 690,000 1,150,000
Superior (3 pax)
8 rooms
570,000 940,000 840,000 1,400,000
Deluxe (2 pax)
20 rooms
590,000 980,000 870,000 1,450,000
Family
- Family 4 (06 rooms)
640,000
960,000
1,440,000
1,040,000
1,560,000
2,340,000
920,000
1,380,000
2,070,000
1,560,000
2,340,000
3,510,000
Suite (6 pax)
02 suites
1,400,000 2,600,000 2,200,000 3,700,000
Sea flower (2pax)
08 rooms
1,300,000 2,500,000 1,800,000 2,800,000

Extra bed 180,000 220.000 200.000 250,000
Extra bed sea flower 250,000 400.000 300.000 500,000
Source: the Reception department – Binh Quoi tourist village
* Notes:
- Price includes breakfast, billiard, taxes and service charges.
- Discounts on the number and duration of reservation
- The common forms of payment are accepted.
- For non-guaranteed reservation, rooms are held until 18h00.
- Check in from 10:00.
- Check-out before 12:00.
* Room Facilities:
+ Satellite TV
+ IDD telephone
+ Air-conditioner
+ Mini-Bar
+ In-room Safe Box
+ Water Purification
+ Hair Dryer
+ Wifi
2. Reception hall
Reception hall of Binh Quoi tourist village is located just left of the main
entrance of the hotel. It is designed wide enough to pick up and correspond to the size
of the resort. There are five clocks representing the time zone in the world. In addition,
the hall has sofas with beautiful pillows beside the small table… which creates a warm
and comfortable space.
Equipped with all amenities:
- Reception desk.
- Cupboard for keys.
- Letters to customers for recording room numbers.

- Books (register temporary residence, guests staying registers, diaries job).
- A fax machine.
- All kinds of stationery.
- Payment machine.
There are city maps and hotel cards. General facilities are modern and luxury
equipment. All of them make convenience for everyone.
Because the infrastructure is relatively good and perfect, Binh Quoi tourist
village has created remarkable position to ensure the best service for customers.
3. F&B service:
This department is located inside of the resort - an airy space surrounded by
many trees and flowers. Combined with many unique dishes, it has made a big
attraction to customers.
Currently, Binh Quoi tourist village has two restaurants catering for
conferences, seminars, weddings, and dining. They are Thong Reo Restaurant and Sea
Flower Restaurant.
 Sea Flower Restaurants
Located in separate and ventilated space surrounded by rattan, bamboo,
lacquer,... which creates the combination of great scenery along with the cool waves
of the sea breeze. The restaurant serves seafood dishes of Binh Quoi.
 Thong Reo Restaurant
Located next to the Sea Lake, it has an airy space that can accommodate over
500 guests with diversified and rich menus. It is also suitable for holding wedding,
gala, barbecue, festivals and birthday parties.
With a cool and wide space as well as the charming scenery, restaurants in
Binh Quoi tourist village serve fresh seafood dishes like lobster, tiger
prawns, grouper, crab, snail, clams, oysters, and traditional dishes of the fishing
village such as Binh Quoi tourist village crab in sour hot-pot and other senior Eurasia
dishes.
Specifically, chefs and staff of the restaurant who are professionally trained

and have good experiences in organizing cuisine for tourists from many countries
such as Japan, South Korea, China and Western Europe.
Binh Quoi restaurant would be an ideal place for guests to organize wedding
parties, birthdays, parties, and reunions of family and friends.
Table 2.2 DRINK LIST OF BINH QUOI TOURIST VILLAGE
Beverage types
Unit
price
Beverage types
Unit
price
Coffee / Iced Coffee 28,000 Coconut Juice 32,000
Coffee / Iced Coffee / Coffee
With Milk,
Cacao With Milk / Iced Milk
32,000
Orange Juice,
Pineapple Juice, Water
Melon Fruit
Juice
37,000
Lipton Tea
29,000
Fresh Milk 29,000
Salted Prume Drink Soda Lemonade 32,000
Green Pandan Ginseng with
Milk Ice
Soft Drink (Pepsi,
7up, …)
25,000
Salted Lemonade
Beer (Tiger,
Heineken)
32,000
Passion Fruit Juice Mineral Water 15,000
Lemon Juice,
Lemon Juice With Ice
25,000
Table 2.3 MENU IN THONG REO RESTAURANT

SHRIMP
Steamed Shrimp With Coconut
Roasted Shrimp With Tamarind Sauce / Salt Grilled
Shrimp With Chili And Salt
Shrimp Simmered With Fish Sauce
Crispy Deep Fried With Roll Shrimp
Followed Market price
-
-
179,000 VND
-
SQUID
Steamed Squid With Onion and Ginger Deep
Fried Squid / Fish Sauce Dried Squid Stir Fried
Squid With Tomatoes & Celery Sweet & Sour
Stir Fried Squid
Grilled Squid With Chili and Salt
Grilled Squid One Sun With Pepper / Chili Salt
Dried Cuttlefish
165,000 VND
-
-
-
-
255,000 VND
165,000 VND
OYSTER
Steamed Oyster
Grilled Oyster With Onion & Cooking Oil
Oyster With Wasabi
35,000 VND
-
-
FISH
Steamed Catfish in Clay Pot
Steamed Sea water Basa fish in Clay Pot Fried
Sea water Basa fish
Dried Sea water Basa fish
Steamed Sea bass With Soya Sauce / Hong Kong
125,000 VND
165,000 VND
185,000 VND
159,000 VND
245,000 VND

Style
Grilled Thoi Loi Fish / Chili salted Thoi Loi Fish
Braised Thoi Loi Fish With Lemongrass
Grilled Chili Salted Frog Fish
Steamed Frog Fish With Soya Sauce / Hong Kong
Style
-
-
-
PIG
Roasted Rib Pork With Garlic / Salt / Capital
Pork Chop Simmered With Fish Sauce
Pork Simmered With Fish Sauce in Hot Pot
149,000 VND
-
129,000 VND
BEEF
Beefsteak
Sauté Beef With Wine / Mushroom / Pepper Fried
Cubic Beef With Fries
185,000 VND
-
-
RICE
Rice
Yangzhou Fried Rice Fried
Rice Thailand Style Fried
Rice With Salt Fish
Sauté Pen new Crab Sauce
40,000 VND
105,000 VND
-
-
-
NOODLE
Sauté Egg Noodles With Beef / Seafood Sauté
Rice Vermicelli With Beef/ Seafood Sauté
Vermicelli With Beef
Sauté Penne With Beef
145,000 VND
-
-
-

PORRIDGE, SOUP
Seafood / Oyster Porridge Crab
Meat / Seafood Soup
45,000 – 89,000 VND
45,000 VND
SPECIAL HOT POT
Binh Quoi Crab / Spider Crab in Sour Hot Pot Santa
Frog Fish With Asparagus in Sour Hot Pot Seafood
in Sour Hot Pot
Seafood in Sour Hot Pot Thailand Style Catfish
in Sour Hot Pot
Sea water Basa fish in Sour Hot Pot
Shrink Cooked Clams Soup Cabbage
Soup With Minced Meat Rice Noodle
Additional Vegetable
Vegetable Hot Pot
-
329,000 – 419,000
345,000 – 465,000
245,000 – 315,000
295,000 – 355,000
125,000 VND
115,000 VND
20,000 VND
20,000 VND
30,000 VND
OTHER FOOD
Deep Fried Spring Rolls
Sauté Cauliflower With Beef / Seafood Sauté
Water Cauliflower With Garlic French Fried
Boiled Okras
Sauté Water Spinach With Garlic
Mixed Boiled Vegetables
Fried Egg With Onion
Fried Egg With Oyster
145,000 VND
125,000 VND
65,000 VND
55,000 VND
45,000 VND
50,000 VND
60,000 VND
45,000 VND
59,000 VND

DESSERT
Water Melon
Pineapple
Grape Fruit
Seasonal Fresh Fruits
45,000 VND
45,000 VND
70,000 VND
50,000 VND
Source: F&B department – Binh Quoi tourist village
4. Supplementary Service System:
Binh Quoi tourist village with a large area of space, an airy stage, a seawater
pool (large 2000m2), a freshwater swimming pool (empty on 500m2), ... are suitable
for team building sessions and camp fire outdoors. Karaoke room at club Aquarium is
modern with the capacity of 100 guests.
In addition, the resort also has sports such as tennis, basketball, soccer, beach
volleyball, roller, sleds, bicycling,... Moreover, customers have a chance to participate
in the work of fishermen: clams raking, fishing, and the most interesting thing is
customers can bring home fish that they catch.
Picture 2.4: swimming pool Picture 2.5: sea lake
Table 2.4 PRICE LIST OF SUPPLEMENTARY SERVICE
No. Types of Service Time Unit price
01
Sea lake, Swimming
pool
6 a.m – 7 p.m 40,000

02 Tennis
6 a.m – 6 p.m
6 p.m – 22 p.m
100,000/ hour
200,000/ hour
03 Karaoke (small room)
6 a.m – 6 p.m
6 p.m – 23 p.m
70,000/ hour
100,000/ hour
04 Karaoke (large room)
250,000/ hour
300,000/ hour
05 Basketball 6 a.m – 6 p.m 50,000/ hour
06 Billard
6 a.m – 6 p.m
6 p.m – 22 p.m
50,000/ hour
70,000/ hour
07 Bike
6 a.m – 6 p.m
20,000/ hour
08 Double cycle 30,000/ hour
09
Roller-skate,
Skateboard
20,000/ hour
10 Hammock 20,000/ hour
11 Entrance ticket 7 a.m – 8 p.m
50,000/ guest
75,000/ guest
12 Camp-fire 700,000/ time
Source: Front Office department – Binh Quoi tourist village
 Conference & workshop service
Conference rooms serve from 30 to 200 guests with modern equipment, sound,
lighting, professional service, etc... to bring success and satisfaction to the
conferences and seminars.
Table 2.5 PRICE LIST OF CONFERENCE SERVICE
Code MEETING ROOM
Price/ haft day
(VND)
Price / day
(VND)
MT1
MEETING ROOM NO.1
(25 pax)
3.000.000 5.00.000

MT2
MEETING ROOM NO.2
(250 pax)
5.000.000 8.000.000
Code EQUIPMENTS Unit Price (VND)
EQ1 SCREEN RENTAL Day 200,000
EQ2 PROJECTOR Day 1,000,000
EQ3 ORGAN Maximum for 3 hours 800.000
code COFFEE OR TEABREAK Price/ pax
CF1 COFFEE, TEA WITH LEMON, FRESH MILK 35.000
CF2/CF3
COFFEE, TEA WITH LEMON, FRESH MILK,
CAKE / FRUIT (3 kinds)
50.000
CF4
DANISH CAKE
60.000
CF5 COFFEE, TEA WITH LEMON, FRESH MILK, 70.000
FRUIT JUICE, CAKE (3 kinds), FRUIT ( 3 kinds )
CF6
FRUIT JUICE, CAKE (6 kinds), FRUIT (4 kinds)
80.000
 Other services:
As another hotels and resorts, Binh Quoi tourist village also provides some
services for their guests such as: pick-up service, laundry service and current
exchange service…
Table 2.6 PRICE LIST OF LAUNDRY
Wash Iron
Code Items Unit Price Code Items Unit Price

101 Shirt 15,000 201 Shirt 7,000
102 T-shirt 10,000 202 T-shirt 5,000
103 Coat 15,000 203 Coat 7,000
104 Dress 15,000 204 Dress 8,000
105 Shorts 10,000 205 Shorts 5,000
106 Pants 12,000 206 Pants 6,000
107 Jeans 20,000 207 Jeans 7,000
108 Pajamas 20,000 208 Pajamas 10,000
109 Short skirt 10,000 209 Short skirt 5,000
110 Long skirt 12,000 210 Long skirt 6,000
111 Large towel 12,000
112 Small towel 6,000
113 Sport Shoes 12,000
114 Hat, Socks, Tie 5,000
The source: House-keeping department – Binh Quoi tourist village

Front office manager
Telephone
Services
Reservation Reception Concierge
CHAPTER 3 CURRENT SITUATION OF RECEPTION
DEPARTMENT AT BINH QUOI TOURIST VILLAGE
I. Introduction about the Front Office:
It is the department that makes the first and last impression on the guests, and
the place that guests approach for information and service throughout their stays. The
three main functions of the front office are as follows:
- Providing rooms.
- Maintaining balanced guest accounts.
- Providing services and information to guests.
II. Organizational of the reception department
1. The machine diagram in Binh Quoi hotel
Chart 3.1 Front office organization chart of Binh Quoi hotel
Source: Front Office department – Binh Quoi tourist village
2. The function and responsibility of each staff:
The front office department is headed by the front office manager (FOM)
whose main duty is to enhance guest services by constantly developing services to
meet guests’ needs.
 The FOM performs the following duties:
 Monitoring reservation status.
 Looking over market mix and preparing occupancy forecasts.

 Determining rate structures and supervising implementation of rate policies.
 Reviewing previous night’s occupancy and average room rate.
 Reviewing arrivals and departures for the day and the next day.
 Making staffing adjustments needed for arrivals and departures.
 Reviewing the VIP list, checking VIP rooms, meeting VIPs and welcoming
them.
 Handling guest requests such as room change and complaints.
 (1) Telephone
 Staff in this department generally possesses good language and
communication skills. The members need to:
 Provide general information regarding the hotel or local attractions to guests
over the telephone.
 Place international calls, morning calls and wake-up calls as required by
guests.
 Administer the paging system of the hotel, which provides a communication
service between certain hotel staff and management staff who are not always in
their offices.
 Administer the in-room movie system of the hotel.
 Stay familiar with the names of Very Important Persons (VIPs) in the hotel.
 Protect guests’ privacy by not disclosing room number, guest information and
reporting suspicious person.
 Communicate weather emergency to management, engineering, security and
guests.
 Perform the role of communication in the event of emergency.
In order to provide better service, some hotels have introduced the “one- stop
service” with all guest requests being carried out through the telephone department.
For example, if a guest calls in and wants to place a booking with the coffee shop, the
line would be transferred by the telephone operator to the coffee shop. With the “one

stop service”, the telephone operator will take the booking for the guest. This can
speed up the booking process and leave the guest a better impression.
 (2) Reservations
The reservation manager is in charge of this section and makes decisions on
whether room reservations/bookings should be accepted when the hotel is fully
booked. That is, to stop taking room reservations or to allow overbooking of rooms.
The reservations supervisor will monitor closely all the room reservations
taken and report to the reservation manager when abnormal situations happen. For
example, there is a larger number of room cancellations than usual.
The reservations staff will:
 Handle reservation request and prepare reservation confirmation slips.
 Request guests to confirm or guarantee their room reservations.
 Keep records of the details of each reservation and the number of roo m
reservation taken for each night.
 Provide the front desk with details of room reservation for the arrival next day.
 Prepare VIP lists.
 Update guest history records.
Reservations may originate from different sources:
 Direct reservation via telephone, fax, letter, e-mail or Internet.
 Reservation network systems such as Leading Hotels of the World (LHW).
 Travel agents.
 Tour operators.
 Meeting planners.
 Walk-in.
 (3) Front Desk (Reception)
Duties include:
 Greeting the guests.

 Providing information and promoting hotel facilities and services to guests.
 Checking in guests.
 Maintaining guests’ accounts.
 Checking out guests.
 Administering the safe deposit system of the hotel.
 Providing foreign currency exchange service to guests.
 (4) Concierge
Duties include:
 Handling guest baggage in and out of the hotel.
 Escorting check-in guests from the front desk to their rooms and introducing
facilities in the room.
 Running errands for the executive office and hotel guests such as going to the
post office buying stamps/sending parcels, doing grocery shopping and
obtaining visa to China for guests.
 Delivering to guest room newspapers, mail, fax, message and parcel, etc…
 Handling storage of guest baggage/belongings for late check-out, next arrival
or outsiders to pick up.
III. Actual quality of resident service in Binh Quoi tourist village:
Coming to Binh Quoi tourist village is to come up with modern facilities and
equipment and enthusiasm workforce.
Resident service is providing the rest place for guests and combining the F&B
and supplementary service which guests’ requirements. The guests of the resort come
from many countries and domestic tourists, but they majority come from Korea and
America. Due to the attraction of economy and tourism, more foreign tourists come to
Vietnam, but mainly they are businessman. As a result, they are the main consumers
of resort.
Reception department includes a leader and professional staffs working in 3

shifts:
 Morning shift: 6 a.m – 2 p.m
 Afternoon shift: 2 p.m – 10 p.m
 Evening shift: 10 p.m – 6 a.m
 Guest Cycle
The operation of the front office department is mainly determined by the type
and number of guest transactions which take place during the four different phases of
the guest cycle as shown in Figure 4 and listed below:
 Pre-arrival: The stage where the guest
makes room reservation.
 Arrival: The point when the guest
arrives at the hotel.
 Occupancy: The period during which the
guest stays in the hotel.
 Departure: The point when the guest
checks out and leaves the hotel.

Chart 3.2 – Guest Cycle
When a reservation request is accepted, the details of the room reservation
such as guest name(s), staying period, room type and rate, method of payment, guest
contact information and special requests will be recorded on a reservation form, as
shown in Figure 6, and in the computer.
It is common practice for hotels to overbook during peak season in order to
ensure full occupancy as some guests are likely not to show up. Overbooking refers to
a situation when the hotel takes more reservations than the number of
its rooms to accommodate. Therefore, reservations staff will request guests to
guarantee their booking during peak season.
For guaranteed reservation, the hotel will hold the room for the guest overnight
or during the guaranteed period as the guest has prepaid for the room and no refund
will be given if the guest does not show up.
By contrast, a non-guaranteed reservation means that the hotel will hold the room
until a stated cancellation time, normally up to 6 p.m. on the arrival date and then
release the room for sale if the guest does not arrive.
Title Surname
RESERVATION FORM
First Name Second Name
Arrival Date: Departure Date:
Flight/Time: Flight/Time:
No. of Persons: No. of Rooms/Room Type:
Room Rate:
Courtesy Package
Corporate Travel Agent Airline
Discount Discount Discount Discount
Transportation Required:
Airport to Hotel Hotel to Airport Round Trip

Billing Instruction:
Guest A/C Room on
Company
All Expenses on Company Other:
Guaranteed By:
Company
letter/fax/e-mail Fax Deposit
Credit Card No.: Expiry Date:
Company Name:
Telephone/Fax no.: E-
mail Address:
Reserved by:
Picture 3.1: Reservation form
 Registration (Check-in)
The purposes of registration include the following:
 Recording the arrival of guest.
 Confirming the personal details of guest.
 Satisfying legal requirements.
Stages of registration
 Preparing for guest arrival such as check for arrivals with special requests.
 Greeting the guest.
 Determining the room rate and assigning room.
 Assisting guest to complete the registration form.
 Checking guest’s method of payment.
 Handing over mail, message, article received before guest arrival and breakfast
coupon (if applicable) to guest.
 Issuing room key toguest.
Figure 7 shows the sample of a completed registration form. During the process
of registration, the front desk clerk will request to see the guest’s identity card or
passport to check if the guest is an alien, for verification purpose. When all formalities
are completed, the front desk clerk will issue the room key to the guest. The baggage
porter will then take the guest’s baggage and escort the guest to the guest room.

Guests who arrive at the hotel without having made a reservation are known as
walk-ins. It is common practice for hotel staff to obtain from the guest a substantial
deposit or credit card imprint before checking the guest into the hotel.
Registration Form Welcome to Binh Quoi tourist village
Guest Name: Mr. Brent David
Ritchie
Room
Number :
1718
Address: 8200 River Road
Richmond BC
Canada
V6X 3P8
Date of Birth: 11 Oct 77
Nationality: Canadian
Tel/Fax No.: Passport No.: JP089556
E-mail Address: britchie201@yahoo.
com
Next
Destination:
Canada
Occupation: Engineer Arrival Date:
Flight/Time:
12 Sep 07
CX839/20:55
Company Name: Departure
Date: Flight/Time:
14 Sep 07
CX838/16:35
Room Type: Deluxe Suite No. of Nights: 2
Room Rate: $2300 (HKD)
Room rate is subject to 10%
Service Charge & 3%
Government Tax
No. of Guests:
(Adult/Child)
1/0
Payment
Method:
VISA MASTER
AMEX JCB DINERS
CUP CASH
OTHERS:
Guest Signature: Brent D. Ritchie
I understand that the guest signature on the registration form is authorized for use of the credit card on the file for payme nt of
my account for this and future stays. I agree that my liability for this bill is not waived, and agree to be held personally liable in
the event that the indicated person, company, or other third party billed fails to pay part or all of these charges.
Express Check Out Service: I hereby authorize Parkside Hotel to charge my credit card
for all expenses pertaining to my stay.
Signature of Credit Card Holder:
*Express check out is
available for credit card paying
guest.
I understand that Parkside Hotel is not responsible for money, jewels or other valuables that have been misplaced, stolen or
left in the guest rooms, meeting rooms, public areas, and family and/or hotel vehicles. Safe deposit boxes are available at t he
Front Desk.
Picture 3.2 - A completed registration form
During the guest’s stay, all transactions will be posted to the guest’s
account/folio/bill. When checking out a departing guest, the front desk clerk should
follow the following procedures:
1. Check the name of guest and the room number against the guest’s account.

2. Check the departure date. If the guest leaves earlier than expected, other
departments will need to be informed.
3. Check whether late check-out charges should be applied. This would occur if a
non-frequent guest leaves after the hotel’s stated check-out time such as 12
noon; the relevant late check-out charge will have to be added to the guest
account. In general, hotels will charge guests an extra 50% of the standard
room rate if the guest leaves before 6p.m. and an extra 100% of the standard
room rate if the guest leaves after6p.m.
4. Check for late charges such as mini-bar or laundry charges.
5. Produce guest folio(s) for guest inspection and master folio(s) for tour escort’s
inspection. Master account/ folio/ bill is the main account on which all charges
to a company or travel agent have been recorded. For example, the master folio
shows that the company or travel agent is only responsible for the room and
breakfast charges. All other incidental charges are the guest’s own
responsibility which could be found in the incidental account.
6. Check the guest’s method of payment and help the guest to settle the account.
7. Provide front office services such as handing over to guests any last minute
message, fax, mail or parcel, helping guest to empty the safe deposit box
opened at the front desk during their stays and offering the assistance of the
baggage porter to collect the baggage.
8. Check if the guest would like to make a future room reservation or an onward
reservation in another hotel within the chain.
9. Update the front office record to ensure that other departments can accurately
know the guest and room status.
IV. Relationship between front office department andother
departments in Binh Quoi tourist village:
The front office is the center of guest transactions in a hotel and so often acts
as the center for collection and distribution of guest information. Such information
may help other departments providing the best service to guests throughout the

different stages of the guest cycle.
 Housekeeping Department:
The housekeeping department requires the following information from the front
desk:
 Check-in, occupied and check-out rooms in order to organize room cleaning.
 Special requests from guests, such as baby cot or extra blanket, etc., so that
extra amenities and services can be provided to guests.
In return, the housekeeping department will provide the actual room status to
the front desk for comparison with the computer record which ensures that the front
desk has the correct room status. Any discrepancy found will be double checked by
the Assistant Manager.
 Engineering
The engineering department is responsible for maintaining properly the hotel facilities
under the care of the front office department such as the proper of functioning of the
guest lift.
 Security
The front office needs to provide guest information to the security department in the
event of emergency; such as fire alarm, power failure and so on. When guest reports
loss of property to the front office, security department will be informed to handle the
case together with front office’s assistant manager.
 Human Resources
The human resources department provides staff training and recruitment service to the
front office. It also sets up the staff grooming and discipline standard for staff to
follow.
 Food and Beverage Department
The front desk will provide the food and beverage department with a guestroom
special amenities request form. The food & beverage department then arranges for
item such as welcome fruit basket with fruits, chocolates and wine to be put in the
guestroom. For groups, the food & beverage department will need the front desk to

provide information on meal arrangements so as to reserve seats in the outlets or
conference rooms for guests’ meals.
 Sales and Marketing Department
The sales and marketing department needs to work closely with the front desk and
reservations department for reservations of groups, tours and corporate bookings. The
front desk will provide to the sales and marketing department an updated rooming list,
see example on page 35, with guest room number upon the arrival of tours or groups.
 Accounts Department
Information concerning advance deposits received by the reservations department and
payments received by the front desk must be recorded and passed to the accounts
department which is responsible for monitoring guest accounts, checking credit limits
and seeking settlements of guest accounts. Accounts department is responsible for
compiling a list of credit-approved companies, which is needed by reservations and
front desk when receiving bookings.
V. Job requirements for the reception department at Binh Quoi tourist
village:
To accomplish its work, the receptionist must gather the following requirements:
 About professional skills and knowledge
- Have a clear understanding of the accommodation product and describe it
accurately and clearly to the guest. Examples include:
 Room rates (if possible).
 Size of beds.
 Room type and characteristics of each type of room.
 Frequent-guest program.
 Other services provided to the guest.
- Have a thorough grasp of special knowledge such as check-in and check-out.
- Must be able to communicate with customers and sales skills, especially cleverly
solve customer complaints.
- Set firm rules, the legal documents of the tourism industry and the relevant

authorities to hotel and resort.
- Understand the rules and regulations on the management of the resort.
- Have a basic knowledge of accounting, billing, statistics, marketing and office
administration.
- Know the scenic spots, local attractions and services in and outside the resort.
- Included are some rules of diplomacy, rituals, customs, and mentality of some
national hotels.
- Have basic knowledge about the economic situation, politics, society, security,
communication, advertisement…
 About foreign languages and informatics
Minimum proficiency in one foreign language (English language)
- Foreign languages: speak English with great fluency.
- Computer skill: proficient use of excel, word,…
 About ethics
- Honest.
- Dynamic, agile, resourceful and flexible in how to handle the situation.
- Diligent, meticulously, working style and sequence accuracy, high efficiency.
- Be open, hospitable, cordial, polite, respectful and willing to help guests.
- Enthusiasm at work and knew convince.
- Taking into account the work of the team, always ready to help and assist other
employees in the same department.
 About request form, physically
- Good health.
- Good-looking appearance.
- Good communication skills.
- Neat and clean.
VI. Actual quality of staffs at reception department:

At any department, the labor has a certain important role but we can confirm
that the labor of reception department is the most thorough selection, not only at the
professional level but also on the form. The staff at the reception are trained, good-
looking and they are always willing to work, the male staffs are healthy enough to
carry luggage for guests, and the receptionists know at least a foreign language. They
are good at computer and have proficient use of Sky hotel software management.
The majority of staff is from 25-30 years old. They are young, dynamic and
creative workforce. However, many experiences in the resort industry, so they help
run well the reception department they do not have much experience in the job. The
staff over 30 years old who have.
Summarizing, the staff of this department evenly and effectively work.
VII. Some comments on the actual quality of services at the reception:
1. Advantages:
Most of the staff is employed to achieve the requirements of management. The
average age is from 20 to 35 years old. The staff is very healthy and enthusiastic. They
understand the general rules when working at the resort as well as serving guest’s
standards of the resort. Some staffs can communicate in English. The staff has been
trained and understand the steps in the process of serving guests. The both workforce
and facilities of reception are satisfactory.
2. Disadvantages:
- A lot of staff don’t know English and it is not really good to satisfy all guests’
complaints.
- The management of the service department is not close and the resort management
is still unfulfilled.
- Due to the many group of guests check in, check out at the same time that the
number of employees is limited so it is easy to forget many things such as keys,…

CHAPTER 4: CONCLUSIONS AND SOLUTIONS
I. Solutions:
1. For internship company:
 Human resources: Strengthening human resources at the reception
department, especially the qualifications.
We can say that in the resort business, people are the most important factor
because they determines the success of a resort. So the resort must:
 Holding cultural facilities and inviting experts in the field resort to train staff.
 Organizing to exchange and meet other resorts so as the staff can learn more
experiences and improve knowledge.
 Taking the form of rewards: increasing salary and promoting to encourage
staffs to work.
Specially, the resort should rely on VTOS standard system to build suitable
standards for resort. VTOS system is a system to recognize the knowledge and skills
of staffs as an international staffs, with the purpose of building a qualified workforce
so as to enhance quality of service.
In addition, resort guest market mainly in Europe (US, France) and in Asia,
Korea is highlighted. However, staff should be encouraged to enhance knowledge
because sometimes they misheard the guest’s request. Therefore, they should learn a
foreign language to go further in the career.
 About device: Need to complete the facilities, especially replace the broken
and outdated air conditioner.
Infrastructure is one of the factor affecting the quality of service. This is the
most visible one. We can say that the facilities are also “the face” of the hotel. It is a
picture which the guest first see the arrival. Thus, it greatly influences the first
impression of guests. The resort needs to further expand the scale and improve
facilities to complete resort more and more. Through that the resort can both satisfy

and attract to guests.
 Diversification the service products in the resort
 Cultural services: galleries, classical concert hall, culture concert hall, gallery
art products, etc…
 Entertainment services: dancing, surfing, yachting, etc. …
 Information Services: This is the services sector which holds a very important
role in resort operations. It serves as a bridge to connect customers and resorts
together.
 Commercial services: This service has an important role in the business
operations of the resort because it creates convenience in satisfying the need for the
exchange and use commodity resort. On the other hand, it also plays a role significant
increase resort revenue: the production of handicrafts, consignment etc…
 Service office: This is the service sector offers technical facilities to meet the
demand for conference registration, workshops and thematic visitors, of domestic and
foreign organizations.
 To arrange reasonable working arrangements:
How can the receptionist still work well during the peak days? It depends very
much on the level of organization of manager. Depending on the strengths of each
employee that the manager should distribute the work reasonable.
Besides, managers need to have the inspections, periodic evaluation of their
professional qualifications, and spiritual attitude service of reception staff in his
department to promptly identify and correct errors, and help staff have a good
opportunity to recognize their ability to work.
 On the software front: Need to regularly inspect the software to add hotel
management programs to suit the actual conditions of the current requirements.

2. For the staffs:
 Increasing food allowances for night shift workers
 Adjusting salaries for employees.
 Having remuneration policies consistent for female staffs (policies of
maternity, their children are sick, periodic health check…)
 Increasing salary, benefits, and felicitation.
II. Conclusions:
Through the internship course, I have gotten some knowledge of the resort
operation, especially in the reception department. I have noticed that the reception
staff is professional that they understand the basic knowledge. Almost staffs meet the
guests’ requirements and make sure to leave a good impression on guests. However,
receptionists also have several limitations to need to complete, such as language
proficiency and smartly handling situations with guests.
I would like to thank the teachers in the faculty of Foreign Language, and Binh
Quoi tourist village, especially Mrs. ..................., M.A. who assisted me during my
internship. However, since my internship is short, the internship report may have a lot
of errors. Therefore, I hope teachers will understand and sympathy with my mistakes.
Faithfully thanks!

REFERENCES
Books:
1. TS. Nguyễn Văn Mạnh, Th.S Hoàng Thị Lan Hương (2004), Giáo trình Quản
Trị Kinh Doanh Khách Sạn, Nxb Lao Động – Xã hội
2. Hiệp Hội Du Lịch Thành phố Hồ Chí Minh, Quản Lý Khách Sạn, Trường Đào
Tạo Du Lịch Sài Gòn.
3. Tạp Chí số 7 Du Lịch Việt Nam (2007), Định hướng và giải pháp nâng cao
chất lượng sản phẩm.
4. Nguyễn Văn Hoàn, Lê Nhật Thức: Nghiệp vụ Lễ tân trong khách sạn – NXB
Thống kê năm 1997
5. Tiêu chuẩn nghề du lịch Việt Nam VTOS.
6. (Vietnam Tourism Occupational Standard)
7. Regulations of Binh Quoi tourist village.
Websites:
1. http://www.tailieu.vn
2. http://www.phuongnamcangio.com
3. Thesis about the status of service quality in the hotel business of Vietnam.
www.doko.vn
4. Thesis of enhancing the quality of service of hotel. www.luanvan.net

GIA DINH UNIVERSITY
OF INFORMATION AND TECHNOLOGY
FACULTY: FOREIGN LANGUAGE
Full name: ................................ Student’s code: ............
.Major in: Business and Tourism Class: ...............
Instructor: ...........................
Agency Practice: Binh Quoi tourist village
Address of agency practice: ........................................
INTERNSHIP DIARY
WEEK 1
ORDINAL
TIME CONTENT
CONFIRM
OF
LECTURER
1 8:00 am – 4:00 pm
Day 2/1/2018
- Meeting the manager’s hotel and
head receptionist
- Receiving schedule of work
2 8:00 am – 4:00 pm
Day 3/1/2018
- Working at reception department
- Cleaning the front desk and
changing flowers to refresh the
landscape
- Making a cup of coffee for guest
3 8:00 am – 4:00 pm
Day 4/1/2018
- Cleaning the front desk
- Checking out for 2 guests

3
- Advertising with guests about
special offer on the occasion of
Women’s Day next week
4 8:00 am – 4:00 pm - Transmitting and receiving
Day 5/1/2018 messages
- Checking in a guest staying
superior room for 2 days
- Getting breakfast ticket ready for
guests
5 8:00 am – 4:00 pm - Checking in for guests staying 2
Day 6/1/2018 Sea Flower rooms
- Inviting them to drink coffee
while bellman takes their baggage
to the room
6 8:00 am – 4:00 pm - Putting the front desk in order
Day 7/1/2018 - Changing the room for a guest,
he would like to change from Sea
Flower room to deluxe room,
because there is a problem about
the tap in his room
- Checking in for 2 Indonesian
guests staying suite room

4
GIA DINH UNIVERSITY
Instructor: ...........................
INTERNSHIP DIARY
WEEK 2
ORDINAL
TIME CONTENT
CONFIRM
OF
LECTURER
1 8:00 am – 4:00 pm
Day 2/1/2018
- Checking out for a group of
guests stay in Family room
- Checking in for a guest staying
Standard room for a week
2 8:00 am – 4:00 pm
Day 2/1/2018
- Registering to receive some
products which serve of resident
service
3 8:00 am – 4:00 pm
Day 2/1/2018
- Checking in for guests staying
Family room for 3 days

12
- Warm welcoming to guests of
Thien Bao Company, close
customer at resort
4 8:00 am – 4:00 pm
Day 2/1/2018
- Keeping records of occupied
rooms and guests' accounts
- Checking in guests staying
Double Happy room for 3 days
- Preparing breakfast tickets for
guest
5 8:00 am – 4:00 pm
Day 2/1/2018
- Filling the guest’s information
into register book
- Refusing a group because the
room is full
6 8:00 am – 4:00 pm
Day 2/1/2018
- Keeping camera for 2 Russian
guests while they are going out
- Checking in for 4 guests come
from France on day

13
GIA DINH UNIVERSITY
Instructor: ...........................
INTERNSHIP DIARY
WEEK 3
ORDINAL
TIME CONTENT
CONFIRM
OF
LECTURER
1 8:00 am – 4:00 pm
Day 2/1/2018
- Cleaning the front desk and
arrange flowers to refresh the
landscape
- Preparing breakfast tickets for
guest
2 8:00 am – 4:00 pm
Day 2/1/2018
- Making confirmation letter by
using the computer
- Along with bellman carry the
guest’s luggage
3 8:00 am – 4:00 pm
Day 2/1/2018
- Checking in for 6 guests come
from America
- presenting statements

14
4 8:00 am – 4:00 pm
Day 2/1/2018
- Refusing the reservation of
guests because there no room
vacancy
- Checking in for 2 guests staying
Deluxe room
5 8:00 am – 4:00 pm
Day 2/1/2018
- Making a cup of coffee for
guests
- Sending booking by email for
the customer in Chu Du Company
6 8:00 am – 4:00 pm
Day 2/1/2018
- Checking out for Korean guests

15
GIA DINH UNIVERSITY
Instructor: ...........................
INTERNSHIP DIARY
WEEK 4
ORDINAL
TIME CONTENT
CONFIRM
OF
LECTURER
1 8:00 am – 4:00 pm - Receiving fax from Thien Bao
Day 2/1/2018 Company
- Getting breakfast tickets ready
for guest
2 8:00 am – 4:00 pm - Showing guests the way to come
Day 2/1/2018 to Hang Duong Market
- Making confirmation letter on
computer
3 9:00 pm – 6:00 am - Working night shift
Day 2/1/2018
- Resolving complaint of guest
about power cut
4 8:00 am – 4:00 pm - Helping guest to bring dirty coat

16
Day 2/1/2018 to Laundry Department
- Getting breakfast tickets ready
for guest
- Answering email of the customer
in Viet Travel Company
5 9:00 pm – 6:00 am - Working night shift
Day 2/1/2018 - Resolving complaint of guest
about trouble of tap in Sea Flower
room
6 8:00 am – 4:00 pm - Making a cup of coffee for
Sunday guests
Mar 27th, 2018 - Checking out for group of guests
staying family room
- Collecting payments from
departing guests.

17
GIA DINH UNIVERSITY
Instructor: ...........................
INTERNSHIP DIARY
WEEK 5
ORDINAL
TIME CONTENT
CONFIRM
OF
LECTURER
1 6:00 am – 2:00 pm - Working in Thong Reo
Day 2/1/2018 restaurant
- Putting starter dishes, main
dishes, dessert, and drink
- Learning how to set up the table
2 6:00 am – 2:00 pm - Cleaning up the dishes, bowls,
Day 2/1/2018 glasses/ cups when the guests
finished
- Looking the staff carried the
dishes to the food tray

18
3 6:00 am – 2:00 pm
Day 2/1/2018
- Studying how to clean up
quickly, fold the facial tissue
- Learning how to prepare rightly
the eating stuffs for the guest
4 6:00 am – 2:00 pm
Day 2/1/2018
- Attending the breakfast buffet to the
food tray
- Re-filling the dishes, if them
remain little
- Learning by heart the name of
dishes at restaurant
5 6:00 am – 2:00 pm
Day 2/1/2018
- Re-setting up forks and knifes
- Dry the bowls, knives, forks,
spoons
6 6:00 am – 2:00 pm
Day 2/1/2018
- Welcoming guest at 6:30 am
- Asking the guest about their room
number, check the number on the
hotel list
- Serving up the dishes of breakfast
buffet
- Cleaning up the dishes of buffet
to the kitchen at 9:30 am

19
GIA DINH UNIVERSITY
Instructor: ...........................
INTERNSHIP DIARY
WEEK 6
ORDINAL
TIME CONTENT
CONFIRM
OF
LECTURER
1 6:00 am – 2:00 pm
Day 2/1/2018
- Studying how to arrange glass for
drinking juice/ cold water/ soya milk/
milk, cup for drinking coffee/ tea,
how to know what glass used for
drinking
champagne, wine or cocktail
2 6:00 am – 2:00 pm
Day 2/1/2018
- Taking guests ‘orders.
- Till 9:30 am, cleaning up and put
restaurant’s furniture in order

20
3 6:00 am – 2:00 pm
Day 2/1/2018
- Contact with France guests
- Setting up chopsticks, spoons on
2 tables for the lunch of the
reservation guest
- Bringing guest’s orders
- Clearing up dishes/ bowls,
glasses/ cups and table when guest
finished
4 8:00 am – 4:00 pm
Day 2/1/2018
- Working at the reception
department
- Checking in a group staying in
superior room
- Confirming booking email of
customer in Chu Du Company
5 8:00 am – 4:00 pm
Day 2/1/2018
- Making a cup of coffee for
guests
- Checking out for a guest staying at
standard room
- Giving thanks for manager and
staffs of the resort because their help
during the practice time

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