TTLV: Room service quality management at some 5-star hotels in Nha Trang - Case study of Sheraton and Sunrise Nha Trang hotels

1. Student's full name: NGUYEN THI PHU

2. Gender: Female

3. Date of birth: December 13, 1983

4. Place of birth: Thanh Hoa

5. Decision on recognition of students No. 1698/QD-XHNV dated July 11, 2017 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi

6. Changes in training process: Extending the study period to 6 months

7. Thesis topic name: “Room service quality management at some 5-star hotels in Nha Trang – Case study of Sheraton and Sunrise Nha Trang hotels”.

8. Major: Tourism; Code: 8810101

9. Scientific supervisor: Dr. NGUYEN THU THUY - Lecturer, Faculty of Tourism, University of Social Sciences and Humanities, Vietnam National University, Hanoi.

10. Summary of thesis results:

The study "Managing the quality of room service at some 5-star hotels in Nha Trang - Case study of Sheraton and Sunrise Nha Trang hotels" is a necessary research direction for current practice. Basically, the thesis has achieved the following main research results:

Firstly, an overview of the theory of service quality management in general and room service quality management in particular as well as some lessons learned when applying quality management in hotel management activities in the world and in Vietnam.

Second, the thesis has studied the case of service quality management at two 5-star hotels in Nha Trang, Sheraton and Sunrise. Focusing on analyzing and evaluating these activities in depth at the two hotels through a field survey of hotel staff, in-depth interviews with managers, as well as using customer reviews on the travel consulting website Tripadvisor, thereby giving assessments of the advantages and limitations in managing room service quality at these hotels.

Third, based on practical analysis, the topic has drawn some lessons and proposed some recommendations to improve the effectiveness of room service quality management at these two hotels in particular and 5-star hotels in Nha Trang in general.

11. Practical application:

From the results of practical research on room service quality management at some 5-star hotels in Nha Trang, the study contributes to discovering the problems and shortcomings in room service quality management at these hotels as well as practical experience in the locality to improve this activity, improve the quality of room service, and the quality of service to tourists. The thesis is a necessary reference document not only for tourism management agencies, hotel businesses but also a monograph for teaching, learning and scientific research in the field of tourism - hotels at training institutions in our country.

12. Further research directions:

Continue to research on room service quality management in hotels in Nha Trang, possibly 4-star or 3-star hotels.

13. Published works related to the thesis: None

INFORMATION ON MASTER'S THESIS

1. Full name: NGUYEN THI PHU

2. Gender: Female

3. Date of birth: 13/12/1983

4. Place of birth: Thanh Hoa

5. Admission decision No.1698/QD-XHNV, dated on July 11^th, 2017 by the Rector of University of Social Sciences and Humanities, Vietnam National University Hanoi.

6. Changes in the academic process: Extend the learning time for 6 months

7. Official thesis title:“Managing the quality of room service at some 5-star hotels in Nha Trang - Case studies of Sheraton and Sunrise Nha Trang hotels”.

8. Major: Tourism; Code: 8810101

9. Scientific supervisor: PhD.NGUYEN THU THUY – Lecturer of Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University Hanoi.

10. Summary of the thesis's new findings:

The topic “Managing the quality of room service at some 5-star hotels in Nha Trang - case studies of Sheraton and Sunrise Nha Trang hotels” is an essential research to the current situation. Basically, the thesis has achieved the following new findings:

Firstly, the theoretical overview of service quality management in general and room service quality management in particular as well as some lessons when applying quality management in the hotel management activities on over the world and in Vietnam.

Secondly, the thesis has studied the case of service quality management at two 5-star hotels in Nha Trang, namely Sheraton and Sunrise Hotel. The thesis has analyzed and assessed this kind of activity in two hotels through the surveys to hotel staff, in-depth interviews to managers, as well as using customer reviews from Tripadvisor, from which to evaluate the advantages and limitations in managing the quality of room service at these hotels.

Thirdly, on the basis of practical analysis, the thesis has drawn a number of lessons and proposed a few recommendations in order to improve the efficiency of the management of room service quality at these two hotels in particular, and 5-star hotels in Nha Trang in general.

11. Practical applicability:

From the results of practical research on the management of room service quality at some 5-star hotels in Nha Trang, the study contributes to reveal the problems and concerns in the management of room service quality at these hotels, as well as local practical experience to further improve this activity and enhance the quality of accommodations and the quality of service. The thesis is a necessary reference not only for tourism management authorities, hotel enterprises but also a monograph for teaching, learning and scientific research - hotels in our country's training facilities.

12. Further research directions:

Further studies on the management of accommodations quality in Nha Trang, which may be 4-star or 3-star hotels.

13. Thesis-related publications: No.