Tóm tắt:

The study consists of five chapters. In each chapter, the researcher will discuss different issues. Part A: The introduction which shows the reasons why we choose this topic, aims, and objectives, scope of the study, and some methods of the study. Part B: Chapter 1 is the presentation about the literature review and theoretical background for this study to carry on. Chapter 2 provides general information and the real situation of the reception department at Nam hotel and spa. Chapter 3 gives an analysis and evaluation on the real situation of the reception department at Nam hotel and spa. Part C: The suggestions for improving the service quality of reception department at Nam hotel and spa and conclusion.