Tóm tắt:

The graduation paper embarks on a study of real context at reception outlet in Samdi Hotel. Accordingly, an analysis of actual problems in the outlet will be exposed clearly related to quality - based reception department. Through the discussion about the problems, author would like to give some recommendations for Samdi Hotel to enhance customer service skills at the Reception Department, author hope my recommendations will help the hotel exceed customer’s expectation and contribute to the growth of hospitality industry of the hotel.