Tóm tắt:

In this graduation paper, I would like to investigate into the service quality of the Front Office Department in Bien Vang Hotel and give some suggestions to improve it. This graduation paper (a) stater why I selected this topic(rationale),(b) presents some concepts involved in front office department and the service quality,(c) describes Bien Vang Hotel and the services of the front office department,(d) analyses and evaluates the service quality of the front office department and ( e) gives some suggestion for improving it. By doing this research. I hope the Bien Vang Hotel will attract more guests to the hotel.