`TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

----------------------------
GUIDANCE FOR STUDENT ON FINAL REPORT (50%)
FRONT OFFICE MANAGEMENT

I. TOPIC
Based on the subject's content, choose a 4-5-star hotel in HCMC and analyze front office procedures
with the following topics:
Topic 1: Analyze a phone call handling procedure in abc hotel
Topic 2: Analyze reservation procedure for FIT guests in abc hotel
Topic 3: Analyze reservation procedure for Corporate guests in abc hotel
Topic 4: Analyze check-in procedure for reserved guest in abc hotel
Topic 5: Analyze check-in procedure for walk-in guest in abc hotel
Topic 6: Analyze overbooking handling procedure in abc hotel
Topic 7: Analyze complaint handling procedure in abc hotel
Topic 8: Analyze check-out procedure in abc hotel

II. REQUIREMENTS
2.1. Outline of report
Introduction: Express the reasons for choosing the topic, approaches to the topic and how to solve the
problems arising (max: 01 page)
Chapter 1: Overview of the hotel
- History of establishment and development
- Field of business
- Hotel’s organizational structure (Presenting in organizational diagrams; Stating the specific
functions/tasks of each individual department/division from the highest level (Board of
Management; CEO; Director) to the lowest level (Department/Division)
Chapter 2: Analyze the operational procedure (topic)
- Introduction to FO department
- Describe steps of the operational procedure (or activities)
- Compare to a standard procedure (VTOS,…)
- SWOT Analysis (Strength – Weakness – Opportunity – Threat)
Chapter 3: Recommendations and solutions: to be practical and specific and to be relevant to the
analyzed and evaluated results in Chapter 2
Conclusion: Briefly and concisely summarizing the Report’s contents;
References: References should follow the APA style (Publication Manual of the American
Psychological Association)
Appendices: Pictures, tables, graphs, … collected and recorded in the trip period.

2.2. Pages of Report must be arranged obeying the following orders:

1. Cover page (as sample)
2. Sub-cover page (as sample)
3. Report evaluation form (as sample)
4. Group evaluation
5. Table of Contents (as guided by the Supervisor)
6. Report’s Content
Introduction
Contents of Chapters
Conclusion
7. References
8. Appendices
** GROUP EVALUATION FORM:
Evaluator: Group leader
Group
Student Assigned Percentages Evaluation
STT discussion Signature
name Tasks (%)
(%)
1 Nguyen Thi Presentation 50% 70% she/he is well
A involved in
preparing
presentation
slides/ decision –
making…
2 …. Part 1 70% 100% _
3 …… Part 2 90% 95%

2.3. Text Demonstrating Requirements: A4 (210 x 297mm)

- Font: Times New Roman size 13 of Unicode (compulsory)
- Normal word density, not allowed to narrow or widen the normal distance between words.
- Format/Paragaph /Line spacing: 1.2 lines
- Page Margin: Top margin: 3 cm; Bottom margin: 3.5 cm; Left margin: 3.5 cm; Right
margin: 2 cm
- Header: No information; Footer: Page number (on the bottom left corner of the page) (Do
not write down the Name of Supervisor in the Header and Footer)

III. SUBMISSION TIMELINE

Contents Deadline
Topic and guidance Day 7 In class
Report 24h before day 15 In e-learning
VIETNAM GENERAL CONFEDERATION OF LABOR
TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION

FINAL REPORT 50%

FRONT OFFICE MANAGEMENT

ANALYZE ……………………

Supervisor name : MBA. NGUYEN QUOC LOC

Student name : GROUP……….
Class : …………………
Major : …………………

HCMC, MONTH … YEAR 202…

 TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION
*************
FINAL REPORT EVALUATION FORM
FRONT OFFICE MANAGEMENT
ACADEMIC YEAR 202…-202…

1. GENERAL INFORMATION:
Title of final report: ………………………………………………………………………………...
Group of student.................................................................................................................................
2. EVALUATION:
No CRITERIA FOR MAKING SCALE MARK NOTES
1 Format:
+ As regulated by the guidance (font, page number, table of 0.5
contents, tables, graphs,...)
+ No spelling and typing mistakes; No reference mistakes; 0.5
Clear wording, not ambiguous.
2 Content
Introduction 0.5
Chapter 1: Overview of the hotel
- History of establishment and development (0.5)
1.5
- Field of business (0.5)
- Hotel’s organizational structure (0.5)_
Chapter 2: Analyze the operational procedure
- Introduction to FO department (1.0)
- Describe steps of the operational procedure (or
activities) (1.0) 4.0
- Compare to a standard procedure (VTOS,…) (1.0)
- SWOT Analysis (Strength – Weakness –
Opportunity – Threat) (1.0)
Chapter 3: Recommendations and solutions 2.0
Conclusion 0.5
Appendices 0.5
Total 10.0 - max

Marks: ........................................................................................... (rounded to 1 decimal digits)

Day…………Month……….Year 20……

Supervisor