TTLV: Research evaluating the quality of waitstaff in 3-star hotels in Ha Tinh using KSAP technique.

INFORMATION ABOUT THE MASTER'S THESIS

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 student admission No. 4295/2016/QD-XHNV dated December 16, 2016, by the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes in the training process:

7. Thesis title:Research evaluating the quality of front desk staff in 3-star hotels in Ha Tinh using KSAP technique.

8. Major: Tourism Code: Pilot Program

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

10. Summary of the thesis results

This thesis evaluates the current state of the quality of waitstaff in 3-star hotels in Ha Tinh province using the KSAP technique. This technique uses criteria related to Knowledge, Skills, Attitude, and Practice to assess the quality of the staff in the studied department. The research results show that waitstaff in 3-star hotels in Ha Tinh, although having received basic training in hotel and restaurant operations, generally only meet the KSAP requirements in the local context, not commensurate with the hotel's rating. Their professional awareness is good, but their specialized knowledge is limited; their professional skills are fairly good but not consistent, and customer service is weak; their attitude towards the profession and their efforts to improve their skills and personal abilities are not high; they lack experience and practical skills, and are not flexible in their professional activities. This thesis has analyzed the current situation and drawn conclusions along with solutions to improve and enhance the quality of human resources serving tables, in accordance with the actual situation in the locality.

11. Practical applications:

The results of this thesis provide a scientific basis for businesses and their front-of-the-table staff to gain a deeper understanding of their knowledge, skills, attitudes, and practices, guiding them towards solutions to overcome limitations and develop the potential of tourism service staff in each department.

12. Future research directions:

This thesis has proposed and demonstrated a method for realistically and effectively evaluating the quality of waitstaff. This method can be further widely applied in evaluating the quality of tourism industry employees.

13. Published works related to the thesis:

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

Vo Thi Tuyet Mai (2018), Human resources serving tables – Remaining shortcomings, Tourism Newsletter (Quarter II – 2018), Ha Tinh Department of Culture, Sports and Tourism.

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.