1. Student's full name: Vo Hoang Nhu Nhu 2. Gender: Female
3. Date of birth: September 21, 1984
4. Place of birth: Khanh Hoa
5. Decision on recognition of students No.: 4668/QD-XHNV December 10, 2017 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi
6. Changes in the training process:
7. Thesis topic name:Assessing the satisfaction of reception staff of 4-star hotels in Nha Trang. Case study of Alana Nha Trang Beach Hotel and The Light Nha Trang Hotel
8. Major: Tourism Studies; Code: TD
9. Scientific supervisor: Associate Professor, Dr. Tran Duc Thanh - Faculty of Tourism - University of Social Sciences and Humanities, Hanoi
10. Summary of thesis results:
The thesis has summarized the theoretical basis for assessing employee satisfaction (concept, influencing factors, assessment methods). On that basis, the author has identified 7 basic factors affecting the satisfaction of receptionists at 4-star hotels in Nha Trang: Salary, benefits, training and promotion, nature of work, leadership style, colleague relations and working conditions. The results of regression analysis from 239 questionnaires show that the 2 factors that have the strongest influence on the satisfaction of receptionists at 4-star hotels in Nha Trang are income (salary and benefits) and training and promotion.
The results of this study provide hotel managers with a deeper insight into the factors affecting the satisfaction of receptionists at 4-star hotels in Nha Trang. These results help managers to set appropriate orientations and policies in labor use, in order to retain receptionists for long-term commitment to the hotel.
11. Practical applicability: The thesis is a reference document for hotel managers. The questionnaire can be used to evaluate the satisfaction of employees in general and receptionists in particular at 4-star hotels in Nha Trang.
12. Further research directions: Building a model to evaluate the satisfaction of reception staff at luxury hotels
13. Published works related to the thesis: none
INFORMATION ON MASTER'S THESIS
1. Full name: Vo Hoang Nhu Nhu 2. Sex: Female
3. Date of birth: September 21, 1984 4. Place of birth: Khanh Hoa
5. Admission decision number: 4668/QD-XHNV Dated December 10, 2017
6. Changes in academic process:
7. Official thesis title:Job satisfaction of receptionists at Nha Trang 4-star hotels. Case study: Alana Nha Trang Beach Hotel and The Light Nha Trang Hotel
8. Major: Tourism 9. Code:
10. Supervisors: Associate Prof. Dr. Tran Duc Thanh - Faculty of Tourism Studies, USSH, VNU
11. Summary of the findings of the thesis:
The thesis has reviewed the theoretical basis for assessing employee satisfaction (concepts, investigating factors, evaluation methods). On that basis, the author has identified 7 basic factors affecting the satisfaction of receptionists of 4-star hotels in Nha Trang including salary, welfare, training and promotion, nature of work, leadership style, co-working and working conditions. The results of regression treatment from 239 questionnaires show that the two most influential factors to the satisfaction of receptionists at 4-star hotels in Nha Trang are income (salary and welfare) and training and promotion.
The result of this study provides hotel managers with a better insight into the factors affecting receptionists' satisfaction at 4-star hotels in Nha Trang. This result helps managers set out appropriate orientations and policies in the employment of labor, in order to retain receptionists for long-term engagement with the hotel.
11. Practical applicability: The work may serve a useful case study for hotel managers. The questionnaire can be used to assess the satisfaction of the staff at 4-star hotels in Nha Trang in general, receptionists in particular.
12. Further research directions: Design a model to evaluate the satisfaction of receptionists in luxury hotels.
Author:ussh
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