Tóm tắt:

Chapter 1: Introduction about Rationale, Aims, Scope of the study, Method of the study, and Organization of the study; Chapter 2: The Theoretical Background of the hotel and the Reception Department of a Hotel; Chapter 3: Case Description that describes the overview of Four Points by Sheraton Danang Hotel and its Reception Department; Chapter 4: 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.