Tóm tắt:

In this graduation paper, I would like to investigate into the service quality of the reception department at Golden Star Hotel give some solutions to improve it. This graduation paper starter why I selected this topic, presents some concepts involved in reception department and the service quality, describes Golden Star Hotel and the services of the front office department, analyses and evaluates the service quality of the front office department and gives some suggestion for improving it. By doing this research, I hope the Golden Star Hotel will attract more guests to the Hotel.