TTLV: Research on evaluating the quality of Front Desk staff at 3-star hotels in Ha Tinh using KSAP technique

MASTER'S THESIS INFORMATION

1. Student's full name:Vo Thi Tuyet Mai            

2. Gender: Female

3. Date of birth: August 6, 1982

4. Place of birth: Ha Tinh

5. Decision on recognition of students No. 4295/2016/QD–XHNV dated December 16, 2016 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:Research on evaluating the quality of front desk staff at 3-star hotels in Ha Tinh using KSAP technique

8. Major: Tourism Code: Pilot

9. Scientific instructor:Assoc.Prof.Dr. Tran Duc Thanh, University of Social Sciences and Humanities – Vietnam National University, Hanoi.

10. Summary of the results of the thesis

The thesis researches and evaluates the current status of the quality of the Front Office staff at 3-star hotels in Ha Tinh through the KSAP technique. This is a technique that uses the criteria of Knowledge, Skills, Attitude and Practice to evaluate the quality of the staff of the research department. The research results show that although the Front Office staff at 3-star hotels in Ha Tinh have been trained in basic hotel and restaurant operations, in general, the KSAP factors have only reached the level of Satisfactory in the actual situation in the locality, not commensurate with the hotel class. The awareness of the profession is good, but there are still limitations in professional knowledge; the professional skills are quite good but not uniform, customer care is still weak; the attitude of awareness of the profession and training to improve skills, perfecting personal capacity is not high; lack of experience and practical experience, not flexible in professional activities. The thesis analyzed the current situation and provided conclusions and solutions to improve and enhance the quality of human resources serving tables in accordance with the actual situation in the locality.

11. Practical application:

The results of the thesis are a scientific basis for businesses and front office staff to deeply perceive their level of knowledge, skills, attitudes and practices, orient solutions to overcome limitations and develop the potential of tourism service staff in each department.

12. Further research directions:

The thesis has proposed and demonstrated a method to evaluate the quality of waiters in a realistic and effective way. This method can continue to be widely exploited in evaluating the quality of tourism staff.

13. Published works related to the thesis:

Vo Thi Tuyet Mai (2017), Professional ethics - The decisive factor in the quality of tourism human resources, Proceedings of the Scientific Conference "Solutions for tourism development in Ha Tinh", pp.235 - 241, Ha Tinh Provincial People's Committee.

Vo Thi Tuyet Mai (2018), Human resources for table service - Inadequacies, Tourism News (Quarter II - 2018), Department of Culture, Sports and Tourism of Ha Tinh.

INFORMATION OF MASTER`S THESIS

1. Full name: VoThi Tuyet Mai 2. Sex: female

3. Date of birth: August 6, 1982 4. Place of birth: Ha Tinh

5. Admitted decision of trainee number: 4295/2016/QD-XHNV on February 16, 2016 - headmaster of Social Science and Human university- Ha Noi national university.

6. Changes in the training process:

7. Thesis topic: Research on the quality of waiters/waitresses in three – star hotels in Ha Tinh by KSAP technique.

8. Major: tourism Code : Experimental program

9. Signature: Associate professor - PhD Tran Duc Thanh - Social science and human university, Hanoi national university.

10. Summary about the results of thesis:

The thesis reseaches and evalutethe real situation about the quality of waiters/waitresses in three-star hotels in Ha Tinh by KASAP technique. This is a technique which uses norms about Knowledge, Skill, Attitude and Reality to evalute the quality of reseached staff. Acording to the result of research, although the staff at the tables in three-star hotels in Ha Tinh are well trained about restaurant and hotel knowledges, generally, KSAP items only obtain normal level in the real situation in the locality which are not adequate to the class of hotels. Occupational awareness is good but the professional knowledges are limited; the vocational skills are rather good but not equal; customers care is still weak ; attitude, awareness, improving the skills about job and improving the abilities is not really high; lack of experiences and realities; is not flexible in professional activities. The thesis carried out to analyze the realities and give the conclusions as well as the solutions in order to improve and raise the quality of human resources who are suitable to serve at the reality in the locality.

11. Applied abilities in the reality:

The results of the thesis are the scientific basis which the business offices and the staffs know about their abilities in their professional job in order to find out the solutions to make good and improve themselves.

12. Further researches:

The thesis presents and demonstrates a method to evalute the quality of the waiters/waitresses in a realistic and effective manner. This method can be widely exploited in assessing the quality of tourism workers.

13. Published works related to the thesis:

Vo Thi Tuyet Mai(2017), Proesional Ethical factors determining the quality of tourism human resources, proceeding with the scientific seminar on “Solutions for tourism development in Ha Tinh”, page 235-241, Ha Tinh people committee.

Vo Thi Tuyet Mai (2018) human resources for waiters/waitress- the inadequacies, tourism bulletin(QII-2018, department of culture, sports and tourism of Ha Tinh.