II) Introduction

1. Organizational overview
X Hotel is a leading hotel in Da Nang City, located in a central location, and is considered an
ideal destination for tourists. With the perfect combination of convenient location, modern
design, and quality service, X Hotel has become one of the favorite hotels of tourists when
coming to Da Nang. This is a prime location located in the center of Da Nang City, so it will
be very convenient for tourists wishing to visit the places and landscapes of Da Nang. The
hotel also includes other facilities such as a restaurant, spa, and outdoor swimming pool,..etc.
2. Organization structure
The hotel applies functional structure as follows:

General Manager: The top executive responsible for the overall operation of the hotel. The
General Manager makes strategic decisions, oversees all departments, and ensures the hotel's
success.

Department Heads:
- Front Office Manager: Responsible for guest services, reservations, check-in/check-
out, concierge, and guest relations.
- Housekeeping Manager: Manages the housekeeping and cleaning staff, ensuring
rooms and public areas are clean and well-maintained.
- Food and Beverage Manager: Overseeing the restaurants, bars, and catering services,
ensuring quality service and guest satisfaction.
 - Sales and Marketing Manager: Responsible for promoting the hotel, attracting guests,
and handling sales and marketing strategies.
- Finance Manager: Manages financial operations, including budgeting, accounting,
and financial reporting.
- Human Resources Manager: Handles staffing, training, employee relations, and
compliance with labor laws.

III) Problem Statement

X Hotel is a large and famous hotel in Da Nang City. After approaching longtime employees
of X Hotel, we conducted an interview to better understand the problems.

Problem 1: The lack of empowerment among frontline staff

At this time, the hotel only has a few receptionists and service staff. Receptionists often have
to handle check-in and check-out work and also have to respond to customer requests.
However, they were not empowered to make direct decisions about assigning tasks or
adjusting schedules to anyone. With the large number of customers, the receptionist faced
many challenges. They were faced with a series of requests from customers, including
changing rooms, requesting private room service, or asking about hotel amenities. However,
because they do not have direct decision-making power, the receptionist must contact the
management or other departments to get their opinion and ask them to make a decision.
These phone calls take a long time, slowing down customer service. Service staff in the hotel
also have difficulty when not being notified promptly about changes in customer
requirements. As a result, customer service becomes slow and inflexible. The customer had to
wait longer than usual for his request to be resolved. In order for the report to be objective,
we have found a survey published by the X Hotel on the social platform Facebook about the
causes of customer dissatisfaction when experiencing the service here and found that most of
the reasons are due to 2 main reasons.

In this report, we will talk about a story told by the Head of the Human Resource Department
involving the main characters of customer Ms.T’s family, H's family, receptionist D, and
room staff K. Ms. T had a bad experience while staying at this hotel. Previously, Ms. T had
booked a large room with a balcony on Booking.com, but when she checked in, she
discovered that this room did not have a balcony as she requested. Then she contacted the
reception to ask about this problem, after checking the requested facilities in advance, the
receptionist knew her mistake and contacted Housekeeping to arrange a room with a balcony
for Ms.T, but because the room was not prepared in advance, the room with the balcony was
not ready for Ms. T's family to use. Then, receptionist D had to report to the management to
ask for a way to solve this error, after a long call from reception D and the management,
receptionist D had to wait for the management to decide and adjust the cleaning schedule of
the housekeeping department, then the housekeeping department will calculate the time it can
take to complete the cleaning and report back to the receptionist D, the whole process from
receiving information to solving problems troubleshooting took more than 1 hour. During the
waiting process, Ms. T. used the room and opened the suitcase to use, so when it was
announced that she would change rooms, Ms.T's family refused because of the
inconvenience. The lack of coordination resulted in a series of phone calls and chaotic
discussions between the front desk and the room. This delay not only causes inconvenience to
guests but also creates a feeling of unprofessionalism for the hotel.

Problem 2: The lack of effective coordination between different departments

Another story is told, at 9:00, customer H's family went to the front desk and booked a room
with ample space to relax after a long flight. The receptionist filtered the list of available
rooms and sent the request to the reservation department. However, the process of waiting for
approval from the reservation department was lengthy due to the reason the request was not
received from the front desk. At 9:30 a.m., receptionist D just received a notification that they
had to wait until 10: 00 a.m. to confirm the room for customer H's family. The customer felt
impatient and dissatisfied with the delay, but there weren't many other options so they
decided to wait. Similarly, when a customer requests a table at the restaurant at 12:00, but the
front desk does not notify the customer that the customer has requested dining room service.
At that time, the dining room staff will not know that the customer has requested service and
will not prepare the necessary dishes. At 12:00, when customers arrived, the restaurant did
not have a table to serve customers, causing discomfort and affecting their experience at the
hotel.

Two issues of the lack of empowerment among frontline staff and the lack of effective
coordination between different departments. This shows that at X Hotel, there is a lack of
trust between the boss and employees and a lack of communication between employees.
When working in a team, these two issues are one of the causes of problems. When an
organization does not trust to give the right to decisions to employees but must follow such a
dense reporting process, employees will lack opportunities to apply skills and will also feel
that it is not their responsibility. Obviously, when communication is not strongly connected,
information is not transmitted quickly leading to loss of time and consequences that will
directly affect the quality of the hotel and the customer experience.