Tóm tắt:

Part A is the introduction of the graduation paper including rationale, aims and objectives, scope of the study, method of the study and study’s organization. Part B is talk about the development; it includes three chapters: Chaper I is theoretical background about resort and Reception Department. Chapter II is case description describing the overview of at the Reception Department at Palm Garden Resort. Chapter III includes real situations at the Reception Department with the analysis and evaluation. Part C is the suggestions and some solutions to helping improve the service quality of the Reception epartment at Palm Garden Resort.