A report on lavender hotel reception expertise of front desk officers.docx

Viết thuê đề tài giá rẻ trọn gói - KB Zalo/Tele : 0973.287.149
Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149
MINISTRY OF FINANCE
UNIVERSITY OF FINANCE- MARKETING
FOREIGN LANGUAGE DEPARTMENT
A REPORT ON LAVENDER HOTEL RECEPTION
EXPERTISE OF FRONT DESK OFFICERS
Foreign Language Department
University of Finance – Marketing
Supervisor :
Reporter :
Student’s code :
Class :
Course :
Ho Chi Minh City, November, …

Luanvanmaster.com – Cần Kham Thảo - Kết bạn Zalo/Tele : 0973.287.149
ACKNOWLEDGMENTS
To complete the report, it would not be done without any assistance. The
reporter gives acknowledgement to Lavender Central Hotel for creating an
opportunity in order to make the internship report in the best environment at the time
as a requirement of completing my Degree in English Linguistics.
First of all, she would like to express her endless thanks and gratefulness to her
Front Office Manager Mr.Phan Ngoc Chuong, her team leader Mr.Phan Ngoc Giang
and all front office staff in Lavender Central Hotel. They kindly supported her and
gave advice going through the process. Thank for their encouragement, comments and
instructions, the report would have been impossible to be done effectively.
Especially, she would like to express her thankfulness to her lecturer,
Mrs……………………….., taught, guided and supported her a lot during her
internship. So far, she states her thanks to the University of Finance and Marketing for
providing her grant to pursue an opportunity to complete her degree.
At last, she would like to express her deepest gratitude to other teachers’
guidance, friends’ support and cooperation for helping her and transferring precious
experience for her whole life. Her thanks also approve to her family for their endless
love, motivation, and assistance all the time.
Because of her limited knowledge, it completely cannot avoid problems and
mistakes. Therefore, she hopes to receive some of the comments from her teachers as
well as her company.
Thank you and best regards,
Reporter

CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM
Độc lập – Tự do – Hạnh phúc
PHIẾU NHẬN XÉT SINH VIÊN
CỦA ĐƠN VỊ THỰC TẬP
Họ và tên sinh viên:................................................................MSSV:………………….
Lớp .…………………………………..Khóa:………Khoa:...………………………….
Trường: …………………………………………………………………………………
Trong thời gian từ ngày…..tháng…..năm……đến ngày …..tháng…..năm……
Tại:………………………………………………………………………………………
Địa chỉ: ………………………………………………………………………………….
Sau quá trình thực tập tại đơn vị của sinh viên, chúng tôi có một số nhận xét đánh giá
như sau:
1. Về kiến thức nghề nghiệp:
………………………………………………………………………………………
………………………………………………………………………………………
2. Về kỹ năng chuyên môn:
………………………………………………………………………………………
………………………………………………………………………………………
3. Về ý thức tổ chức kỉ luật:
………………………………………………………………………………………
………………………………………………………………………………………
4. Về tinh thần thái độ học tập:
………………………………………………………………………………………
………………………………………………………………………………………
Đánh giá chung sau khi thực tập:
………………………………………………………………………………………
………………………………………………………………………………………
Tổng điểm:
Ngày….tháng…. năm…….
Cán bộ hướng dẫn Xác nhận của đơn vị thực tập
(Ký và ghi rõ họ tên) (Ký và ghi rõ họ tên)

ii
INSTRUCTOR’ COMMENTS
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………

iii
EVALUATOR’S COMMENTS
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………

iv
ABBREVIATIONS
Abbreviations Meaning
Co., Ltd Limited Liability Company
HCM Ho Chi Minh
HR Human Resources
FO Front Office
VAT Value Added Tax

4
LIST OF FIGURES
Figure 1: Front Office structural organization ------------------------------------------------7
Figure 2. Guest recycle ----------------------------------------------------------------------------- 12

5
LIST OF TABLES
Table 1. The statistics of visitors (2016-2018) (unit: person)-------------------------------5
Table 2. Total revenue of each division (2016-2018) ( unit: vnd)--------------------------5

6
TABLE OF CONTENTS
ACKNOWLEDGMENTS -----------------------------------------------------------------------ii
COMPANY’S REMARKS-------------------------------- Error! Bookmark not defined.
INSTRUCTOR’ COMMENTS ----------------------------------------------------------------- i
EVALUATOR’S COMMENTS ----------------------------------------------------------------ii
ABBREVIATIONS------------------------------------------------------------------------------iv
LIST OF FIGURES-------------------------------------------------------------------------------4
LIST OF TABLES--------------------------------------------------------------------------------5
TABLE OF CONTENTS ------------------------------------------------------------------------6
ABSTRACT ---------------------------------------------------------------------------------------1
INTRODUCTION --------------------------------------------------------------------------------2
CHAPTER 1: INTRODUCTION TO LAVENDER HOTEL ------------------------------3
1.1.Foundation.................................................................................................................3
1.2. Hotel’s business operations ......................................................................................4
1.2.1. Main source of customers.....................................................................................4
1.2.2. Business situations in the period 2016- 2018.......................................................5
1.3 Mission and vision.....................................................................................................5
1.3.1. Mission .................................................................................................................5
1.3.2. Vision....................................................................................................................6
CHAPTER 2: INTRODUCTION ABOUT THE FRONT OFFICE -----------------------7
2.1. Front Office ..............................................................................................................7
2.1.1. Department’s Roles ...............................................................................................7
2.1.2. Department’s Organization ...................................................................................7
2.1.3. Department’s Function ..........................................................................................8
2.1.4. Importance of Department.....................................................................................8
CHAPTER 3. BASIC CONCEPTS ------------------------------------------------------------9
3.1.Definitions .................................................................................................................9
3.1.1.The Nature of the Hospitality Industry...................................................................9
3.1.2.Relationship between the Hospitality Industry and Tourism .................................9
3.1.3.Classification of products on the business the main services.................................9

7
The supplementary service...............................................................................10
3.2.Function and responsibility of hotel ........................................................................10
3.2.1.Hotel general function..........................................................................................10
3.2.2.The responsibility of hotel....................................................................................10
3.3. Definition of Front desk office department............................................................11
3.4. Reception process...................................................................................................11
CHAPTER 4: JOB DESCIPTION------------------------------------------------------------ 13
4.1. Job descriptions during the internship....................................................................13
4.1.1. Week 1.................................................................................................................13
4.1.2. Weeks 2-4............................................................................................................13
2.3.3. Weeks 5-6............................................................................................................13
CHAPTER 5. FINDINGS AND EXPERIENCE------------------------------------------- 14
CHAPTER 6. CONCLUSIONS AND RECOMMENDATIONS------------------------ 15
REFERENCES---------------------------------------------- Error! Bookmark not defined.

1
ABSTRACT
The reception division of the hotel is the department interacting with guests.
Because of its functions and processes, it is sometimes called the heart of the hotel.
Hotels may not have F&B facilities but must have a reception department and the hotel
can impossibly run without a reasonably organized one to keep an eye on operations.
All these result in accuracy and time-saving in the processing of collecting necessary
information and cashier jobs. Especially, it plays an important role in creating the
reputation of the hotel. This report in favor of a distribution for the current working
process in Lavender Central Hotel brings to the reporter her practically precious
experiences after the internship. The hotel in which she has worked understands its
recent business facts and the greatest access to gain in high-quality services throughout
the reception process. In addition, the report’s findings are useful references for the
other students in the University of Finance-Marketing and Foreign Language
Department.
The paper is a case analysis to understand the current Front Office practices and
the related guest satisfaction, an important component for hotel chain like Lavender
Central Hotel, Resorts and Palaces to retain their brand name and customer loyalty .It
is essential that each property maintains the standard of the group of company and
brand. As different international brands are entering the Indian market, the company
needs to retain its position in the ever growing competitive market. The findings of the
study will also assist in formulating an action plan for the future improvements in the
Front Office practices. The study will help those aspiring to join the hotel industry to
understand the kind of practices existing in the Hotel Front Office, the guest
expectations and theirpreferences. The study will help the researcher in better
understanding

2
INTRODUCTION
The service in the hospitality industry, especially in hotel one is absolutely
imperative to tourism in general and hotel business in particular. Hotel is found as an
establishment which provides food, shelter and other amenities for comfort and
convenience of the visitors with a view to make a profit. Yet such a fiercely
competitive industry, it possibly develops their ability in the domestic market and the
arena. Thanks to good location as well as modern infrastructures, Lavender Central
Hotel is highly evaluated by a large number of guests and customers’ gratification.
Furthermore, the current small amount of work is indeed the advantage of providing
real customer service. If the marketing is not likely expected, the hotel quickly
changes to offer the best value for guests. Nevertheless, the hotel whose little-known
reputation has no innovation in its management. Not only lack of the cooperation
between different divisions but also shallow skills has never been benefits for a 3-star
hotel. As a consequence, the reporter hopes this report to provide the assistance for
meliorating working processes, creating opportunities for better services and running
reception process smoothly in the future. It can be as well a useful information for
Front Office Department of the hotel, especially for the Receptionists and for hotel’s
staff generally, from this report they can make a review of their roles and activities.

3
CHAPTER 1: INTRODUCTION TO LAVENDER HOTEL
1.1.Foundation
Sao Nam Việt Trading & Services Investment Co., Ltd focusing on business of
apartment buildings, restaurants, hotels and other relevant business fields, was founded
in 2007. Its headquarters is located at 76 Cach Mang Thang 8, Ward 6, District 3,
HCM City. As a one-member limited liability company, Sao Nam Việt Trading &
Services Investment Co., Ltd is owned by Mr.Lau Duc Huy, the legal representative, is
also legally responsible for property and debt obligations within the amount of capital
committed to contributing to the business.
Founded in 2008, Lavender Central Hotel has been providing the best services
for travelers to stay there. In addition, to satisfy domestic and international tourists’
requirement, Lavender Central Hotel also boosts its investment in customer services
such as restaurants, conference rooms, airport pickup and airport transfers.
Cooperating with short-term tour companies, hotel opens different kinds of inner-city
tours and suburb tours to meet the needs of local and foreign tourists.
Besides that, Sao Nam Việt Trading & Services Investment Co., Ltd currently
sets up two other hotels Lavender Boutique Hotel and Lavender Hotel to provide
services to their customers as well as guests’ rising requirements.
The hotel operates for twenty-four hours per day each week to meet all guests’
needs which are recently increasing. It means that customers are the center the hotel
has been concentrating on and it tries best to always give the assistance for them.
Therefore, they have a flexible working time for front office staff. In the morning,
there are 3 shifts including A2 (6:00 am - 2:00 pm), A3 (6:30 am - 2:30 pm), A6 (8:00
am - 4:00 pm). In the afternoon and evening, there are 2 shifts including B2( 2:00 pm
-10:00 pm), C (10:00 pm -6:00 am the next day) for receptionists to be present all the
time in order that they can handle guests’problems.
Development
Lavender Central Hotel is a part of Sao Nam Việt Trading & Services
Investment Co., Ltd. It is strategically located in the heart of Ho Chi Minh City,
behind Ben Thanh Market, around shopping areas, tourist attractions, restaurants and
dancing clubs as well. This is a crowded commercial place, where they can see
Vietnamese daily life in Sai Gon, is popular with travel tourists. It is known as the first

4
boutique hotel operated in the company’s hotel chain and held its opening on May,
2008 like a 3-star standard hotel.
Tourists are attracted by luxurious décor as well as elegant colors and cozy
atmosphere. The receptionist’s friendliness or bellman’s enthusiasm bring guests
comfort. All of Lavender Central Hotel’s rooms are well equipped with modern
conveniences. With the wide balcony, tourists can enjoy the city view and unparalleled
one over the city at night. This is also a great choice for them to find the difference. At
the hotel bar, they can chat with their friends and enjoy many Eurasian delicious
dishes in relaxing space with enchanting flavors.
With totally 74 deluxe rooms, including 4 types of rooms: Superior, Deluxe, Executive
and Suite are designed with the purple color of Lavender flowers. With the slogan:
“BRING YOU THE BEST WELCOME”, it brings guests the feeling of closeness as
their home.
1.2. Hotel’s business operations
1.2.1. Main source of customers
As a hotel in the heart of HCM city, Lavender Central Hotel attracts hundreds of
visitors per day. Behind Ben Thanh Market, it is seen that this hotel is familiar with
Vietnamese people and foreign tourists. According to figures released by Financial
Department, the number of ones is not only in Asian but also around the world.
The table below shows the number of customers over the years. There was clearly a
change in the customer composition. There was an upward trend in the number of
Asian guests, while the number of Australians and Americans was a fluctuation and
slightly declined. This partly reflects the economies of some Asian countries, in which
people's living standards are increasingly enhanced, are more and more developing
actively.
Continents Year 2016 Year 2017 Year 2018
Asia 10.126 11.401 12.291
Europe 2.119 2.394 2.436
America 1.418 1.546 1.299
Africa 42 48 49

5
Australia 1.020 1.377 947
Middle East 23 32 39
Total 14.935 16.798 17.061
Table 1. The statistics of visitors (2016-2018) (unit: person)
1.2.2. Business situations in the period 2016- 2018
Efforting in business after many years, the Board of Management promotes the
market expansion, creates more capital to improve capacity in time and to meet the
increasing customers’ demand, especially the quality of the accommodation. Sao Nam
Việt Investment Services & Trading Co., Ltd. in general and Lavender Central Hotel
in particular, has achieved certain success.
The number of guests is gradually increasing. Feedbacks that is highly appreciated is
posted on booking sites such as Agoda, Booking.com, TripAdvisor, etc.
Division Year 2016 Year 2017 Year 2018
Receptionist 18,232,631,256 20,854,476,481 22,597,748,156
Restaurant 36,150,696 57,415,994 258,376,943
Total 18,268,781,952 20,911,92,475 22,586,125,099
Table 2. Total revenue of each division (2016-2018) ( unit: vnd)
1.3 Mission and vision
1.3.1. Mission
Every hotel has its own business goals, yet they have the different cultures, even their
different working environments or their needs. Whether the hotel is well assessed or
not, it does not depend on red carpets, nice breakfast, lunch or dinner. Lavender
Central Hotel focuses on bringing meaningful accommodation, a friendly smile,
welcoming atmosphere that is what guests have been looking for. Guests’ feelings and
their requests are completely satisfied by enthusiastic staff in many cases. Guests’
questions or recommendation for services are definitely supported with a hope of
helping guests to have a significantly perfect stay from the first moment to the last one

6
they check out. All these means that their cares are demonstrated through the
anticipation of their needs.
It is also conscious of its role in the community by giving its priority to hire local
employees and supporting staff’s social needs. The social welfare fund and bonus fund
are always given for staff productivity to motivate.
It committed to the environment, from the development and construction to daily
operations through the use of natural products and recyclable items. Not only does it
contribute to keep the environment and working space clean, but it also save costs of
the hotel.
1.3.2. Vision
The organization aspires to be acknowledged nationally and internationally due to
consistently efficient management groups, the high-level services under all
circumstances, modern infrastructure systems, professional working style for reaching
the higher standard, especially in five-star one in the future. It desires to be the first
choice for guests, the great brand partners for shareholders, and for colleagues, it
would like to create heartfelt experiences. Moreover, the hotel has many goals in the
future such as delivering exceptional services, the attention to details and the warmth,
most of which will be factors in order to decide it on becoming the most hospitable
and remarkable hotel in Vietnam all the time.

7
CHAPTER 2: INTRODUCTION ABOUT THE FRONT OFFICE
2.1. Front Office
Front Office (FO) is the first reception when guests come to check-in until
check-out. Considered to be "the face" of the hotel should play a very important role,
the bridge between the departments together to give customers the first experience
when coming to the hotel. In addition, the FO Division is the place to receive and
respond best to the needs of guests.
2.1.1. Department’s Roles
The Front Office could be called the control center of the hotel, providing house
attention towards the handling and service of all guest requirements and needs.
The Front Office associates play a vital role in the creation of a positive first
and final impression and in the establishment of an ongoing rapport with guests. Their
guests must have the feeling that they are being taken care of by people who are
genuinely interested in their well-being. There is some basic information about the
roles and responsibilities of the positions in FO.
2.1.2. Department’s Organization
This is structural organization of FO
Figure 1: Front Office structural organization
General Manager
Front Office Manager
Duty Manager
Shift Leader
Guest Service
Agent
Bellman

8
2.1.3. Department’s Function
FO’s Function is the face of a hotel, helping guests get the first experience of
hotel service. This is especially important, which is directly related to the efficiency of
the business of room service, F & B and entertainment, especially for Walk-in
customers. There are two main department in FO:
a. Guest Service Agent
The main task is to welcome guests, check-in procedures, check-out, provide
information about the hotel services and support guests in the information
entertainment, entertainment ... when guests request.
Guest Service Agent (GSA) will also responsible for handling all the bills of
guest’s room during their stay such as room service, food, laundry, etc. And perform
paying process with guests.
GSA will be an Operator as well when they are responsible for receiving calls
from outside of the hotel and forward them to the relevant department. Record all the
messages and requests from customers and employees then transfer them to the
requested place.
b. Bellman
This is the customer contact department right next to the Front Desk, who will
open the car, welcome door, guide parking for guests. In addition, it is responsible for
handling luggage for guests and inspiring guests to room, supporting the requirements
such as packing and receiving luggage of guests during the stay.
Moreover, a Bellman at Sherwood Suites will also be a Concierge too. The
Bellman will assist guests to get the information of the tour around the city or some
nearby province, book tour, book flight or some entertainment ticket, book private car
from the airport to Sherwood Suites or vice versa, …
2.1.4. Importance of Department
To operate efficiently and in accordance with the process requires the
cooperation and coordination of all parts of the hotel. Even in each department, the
task of the positions that make up the essence is closely related to each other. Each
part is like an indispensable link.

9
CHAPTER 3. BASIC CONCEPTS
3.1.Definitions
3.1.1.The Nature of the Hospitality Industry
What is the meaning of HOSPITALITY? There are different definitions of
Hospitality. Generally, Hospitality is the act of kindness in welcoming and
searching the basic needs of guests which is mainly in relation to food, drink and
accommodation. In other words, Hospitality refers to the relationship between a
guest and a host. When we talk about the “Hospitality Industry”, we refer to the
companies or organizations which provide food and drink or accommodation to
people who are away from home. However, this definition of the “Hospitality
Industry” only satisfies most situations.
A successful hospitality business does not only count on its products and
services, but also how they are delivered. The qualities of staff and the way they
deliver the service are often more important than the tangible products in making
a hospitality experience satisfactory or unsatisfactory.
3.1.2.Relationship between the Hospitality Industry and Tourism
As we have seen, the hospitality industry includes hotels and restaurants, as
well as many other types of organizations or institutions that offer food, drink,
shelter and other related services. These products and services are offered not only
to people away from home, but also to local guests. A manager in the hospitality
industry, therefore, must keep in mind the following three objectives:
- Making the guests feel comfortable.
- Making things work for the guests.
- Making sure that the business will continue to provide service and meet its
budget
3.1.3.Classification of products on the business the main services
The main service of the hotel is resident service and F&B service.
Resident service is the supply of accommodation for guests. The
characteristic of resident service is the process when we know guest’s
requirement until payment and leaving the hotel. It must need to ensure the normal
operation. These activities ensure the purpose of the trip. It is diverse and includes
both tangible and intangible things. It is not the same as any products and it is not

10
stored. The product is sold and exchanged in the presence of customers. The
hotels must take responsibility for the quality of products. A pretty important
thing is the coordination between departments to serve customers.
The F&B service in the hotel mainly caters for tourists. It has important
role in daily life, especially at the hotel. The service satisfies one of the essential
needs of the guests. It takes visitors to a culinary culture creating the attractiveness
and prestige for our guests. That is a task that contributes to the success of foreign
affairs, diplomacy, political stability, economics and culture with function to
create and sell products as well as increase profit. This business brings revenue
for hotels (it accounts for about 50% of the hotel revenues).
 The supplementary service
In order to make your stay at our hotel even more pleasant, relaxing and
refreshing, we also offer you several supplementary services!
3.2.Function and responsibility of hotel
Today the hotels spring up all over the place and it’s the very important
role for guests’ needs.
We know that “Hotel business is operated on the basis of providing
resident services, catering and providing supplementary services to meet the
customers’ needs. Moreover, entertaining is one of the factors that leads to profit
purposes”, Curriculum “hotel management business”.
3.2.1.Hotel general function
The hotel and restaurant business units offer many services:
- Accommodation.
- Catering.
- Transportation services.
3.2.2.The responsibility of hotel
First is the continuously improving the management structure, increasing
production efficiency and efficient use as well as the conservation of funds
business and technical facilities of the hotel. Second is fulfilling their obligations
to the state, the material living conditions and morale of workers. Third is
improving the quality of workforce and carrying out commitment of economic
contracts with domestic and foreign organizations. The last one is abiding by state
policies, protecting business and environment in order to preserve political

11
security, social order and safety.
3.3. Definition of Front desk office department
The reporter would like to mention four definitions of front office most of
which were defined by the number of authors that she thinks the best of all.
“Front office happens to be the face of the hotel; it is the first and the
last point of contact of the guest with the hotel.” (Hotel Operations Ebook, page
117)
Based on Jerome J Vallen, he defined it as “Front Office Department is
indeed the heart and the hub and the nerve center of guest activity” (Vallen,
2000).
According to BPP Learning Media Publisher . (2010), reception is defined
as “It is the “service hub”of the hotel: they are where most guest contact
throughout their stay .”
Tutorials Point (I) Pvt. Ltd. (2016) highlighted that “It is one of the many
departments of the hotel business which directly interacts with the customers
when they first arrive at the hotel. The staff of this department is very visible to
the guests.” (Front Office Management , 2016)
To put it in a nutshell, from those statements above, the front office
department can be concluded that it is one of departments having responsibility
for contacting guests, managing rooms, and handling complaints. It is called
reception due to its functions to the other divisions making it become the heart of
the hotel. Therefore, it plays an important role in the hotel as a bridge between
guests and other divisions to create the remarkable impression of a company’s
brand name which is based on the service is given by receptionists.
3.4. Reception process
“There are a series of steps one after the other whichthe guest passes through, during the
visit to a hotel.As the process is repetitive it is called a cycle. Thevariousstepsthrough

12
Figure 2. Guest recycle
which a guest passes during his visit to a hotel can be discussed as under with
a help of a diagram.” (Hotel Operations Ebook, p.118)
In conclusion, the reception expertise is defined as an overall of the number of
working series in the front office, most of which are seen to be generally similar
wherever receptionists work. There are full of various series in reception process
whose operations take place in front of the guests divided into 4 stages pre-arrival,
arrival, occupancy and departure. The front office activities start from the time a guest
calls or sends in a request for reservation until they bring their accommodation to an
end.

13
CHAPTER 4: JOB DESCIPTION
4.1. Job descriptions during the internship
Identified as a key in hotel and restaurant, hospitality process was provided to service,
especially for the hotel and tourism industry. She spent about 2 months on orientation
in Lavender Central Hotel. She went to the hotel 5 days per week and often worked on
shift A3, A6, and B2. The schedule below was written during her internship time.
She would like to present her tasks and some issues of acquisition by her self as
follows:
4.1.1. Week 1
On the first day of the first week, she had a hotel tour to know everyone in the hotel by
greeting them. Then she read some documents about the company and had an
orientation class making her felt welcome.
On the next days, she learnt about kinds of room in which she worked for. Her leader
introduced her about what is the difference between those types and their room rate.
He also let her know basically about system for working is Front Office GihoTech.
4.1.2. Weeks 2-4
She began observing series of receptionist’s duties such as greeting guests, receiving
phone calls from customers and travel agencies for bookings, check-in, check-out,
working with accountants and sales department, assigning bookings and rooms.
Nextly, she was explored details of each process with her colleagues. After that, she
introduced tour information to customers, typed some documents of tours, arranged
them and cleaned up the front desk. The leader supported her to took note and
remembered what she learned easily. It was period that the reporter supported in
running several errands before working by herself.
2.3.3. Weeks 5-6
In these weeks, she continued supporting her colleagues and ran errands if she was
requested. Every day, making a dozen of room keys and preparing reservations are her
major responsibilities.
It was not until these last four weeks the reporter was trained that she did those
working series every day. At that time, she tried best to handle guests’ issues on her
own if they had and catch customers’ satisfaction as well because she hoped to use her
knowledge so that she could assist them to address their issues during their
accommodation.

14
CHAPTER 5. FINDINGS AND EXPERIENCE
a. Good organization & Friendly working environment.
The departments work independently and perform separate tasks, but still
closely associated with each other and support each other in Lavender Central Hotel
activities.
b. Good organizational structures
A good organizational structure and effective network will help the company to
achieve higher performance. In this bureaucratic type of structure, the power of
management goes from the highest to lower levels to each management layer. The top
manager has much power in deciding the strategies of the company. Also, in this
structure, the rules and standards will be clearer because of the specialty of each
department. The work is specialized so that everyone can perform better on their
major.
One special thing that I experienced in Lavender Central Hotel is the very
friendly working environment & culture. This culture was made mainly by the
Chairman, also is CEO, of the company. He is a Buddhist. He always advises everyone
that they should help others not only in work but also in life. As an intern in the
company, I was taking care by so many people with their enthusiasm and nice
gestures. I felt that, at Lavender Central Hotel, everyone treats other with by honesty,
friendly and true sentiment.
c. Problem defined
The most important factor of a trading and supplying electrical and laboratories
products company as Lavender Central Hotel is investing in new equipment and
technologies and has authorization to bring it to Vietnam or have the right to use
newest technology/invent both either they come from domestic or abroad and
machinery. For now, Lavender Central Hotel is not being capable to have more capital
to do that.
d. Problem defined - Intensive competition
There is not only the internal problem of capital but also external factors that
affect to Lavender Central Hotel. They are the competition of other same field
companies in the Vietnam market.

15
CHAPTER 6. CONCLUSIONS AND RECOMMENDATIONS

A report on lavender hotel reception expertise of front desk officers.docx

Recommandé

Recommandé

Contenu connexe

Similaire à A report on lavender hotel reception expertise of front desk officers.docx

Similaire à A report on lavender hotel reception expertise of front desk officers.docx (10)

Plus de Dịch vụ viết thuê đề tài trọn gói 👍👍 Liên hệ Zalo/Tele: 0917.193.864

Plus de Dịch vụ viết thuê đề tài trọn gói 👍👍 Liên hệ Zalo/Tele: 0917.193.864 (20)

Dernier

Dernier (20)

A report on lavender hotel reception expertise of front desk officers.docx