Tóm tắt:

Chapter 1: The introduction of the graduation thesis, consisting of rationale, aims and objectives, scope of the study, method of the study, and organization of the study; Chapter 2: The theoretical background of the hotel business and the reception department of a hotel; Chapter 3: Case description that describes the overview of Sunny Ocean Hotel and its reception department; Chapter 4: Real situation at the service quality with the analysis and evaluation; Chapter 5: Difficulties that the hotel is encountering and some solutions; Chapter 6: Suggestions for improving the quality of the reception department at Sunny Ocean Hotel and conclusion.