Internship report at Research and improve the quality of accommodation service at tqt 2 hotel

THUONGMAI UNIVERSITY TOULON UNIVERSITY

TUTORED PROJECT

February 2023

UTM // UTLN, Licence professionnelle Métiers du Tourisme Professional Bachelor in

Tourism and Leisure trades

(English Promotion)

CN17-DLA2

GROUP 8

Nguyen Thu Trang

Tran Ngoc Anh

Nguyen Quynh Anh

Vu Tien Hoang

Quach Duong Thanh

TOPIC OF THE TUTORED PROJECT

“Research and improve the quality of accommodation service at TQT 2 Hotel”

Tutor in university

Duong Thi Hong Nhung

Hanoi, March 06th, 2023

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TABLE OF CONTENTS

PREFACE.....................................................................................................................5

1.The reason to choose topic.....................................................................................5

2. The aim of the project...........................................................................................5

3. The structure of the topic.....................................................................................6

CHAPTER 1: INTRODUCTION ABOUT TQT 2 HOTEL....................................7

1.1 Overview of TQT 2 Hotel...................................................................................7

1.2 Organization structure of TQT 2 Hotel............................................................8

1.3. Range of products............................................................................................10

1.4. Customer market..............................................................................................10

1.5. Competitors:.....................................................................................................11

1.6. Overall assessment of TQT2 Hotel.................................................................11

CHAPTER 2: PROJECT IMPLEMENTATION...................................................13

1. The organization methods..................................................................................13

2. Project implementation.......................................................................................14

2.1: TQT 2 Hotel’s recent accommodation service status................................14

2.1.1: Accommodation business..........................................................................14

CHAPTER 3: SITUATION OF CUSTOMER SERVICE AT TQT2 HOTEL....18

1: Measure of accommodation service quality.....................................................18

2: Research methods...............................................................................................19

3: Situation of researching the accommodation services process at TQT2

Hotel..........................................................................................................................20

3.1: The factor that effect accommodation service...........................................20

3.1.1 Facilities.......................................................................................................20

3.1.2 Staff management.......................................................................................22

3.1.3: Service process...........................................................................................23

3.2 External factors..............................................................................................24

3.2.1: Customer Service quality..........................................................................24

3.2:2 First impressions of the hotel.....................................................................25

3.2.3 Other factors...............................................................................................25

3.4. Overall evaluation............................................................................................26

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3.4.1: Success and limitations through survey..................................................26

3.4.2. Solution:......................................................................................................27

3.4.2.1 Improve the quality of staff.....................................................................28

3.4.2.2 Improve the quality of equipment and room furniture........................29

3.4.2.3: Focus on promoting the accommodation status..................................30

CHAPTER4: Difficulties in project implementation-Solutions- Result................31

4.1:Difficulties..........................................................................................................31

4.2: Solution..........................................................................................................31

4.3: Result.............................................................................................................32

CHAPTER 5: Internship summary conclusion.......................................................33

Experience and knowledge gained.........................................................................33

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