Tóm tắt:

This graduation paper investigates the real situation and provides solutions to improving the service quality of the Reception Department at Hoi An Historic Hotel. This case study is carried out based on the theoretical background and the practical data. To obtain the results, I have collected all of the main related information about the hotel, tourist, etc. from the primary and secondary sources, such as textbooks, the Internet, as well as the data of the Reception Department and the customer’s evaluations of the hotel through my survey, findings, and observation. Based on this information,author would offer some characteristics of staff, service, organizational structure and tourist resource of the hotel, then propose some suggestions to improve the service quality of the Receptionist.