Passion Paper
How to Improve Hospitality in Vietnam
Quynh Dang
San Jose State University
September 9, 2013
I am originally from Vietnam, where my parents own a small restaurant in Da Lat city. I am currently enrolled in a BS degree in Hospitality Management. This semester, I want to explore how to apply the successful policies and procedures of the hospitality industry in USA to Vietnam so that Vietnam can become a dominant force in global tourism industry. The essential principles of providing top-quality customer service can be applied not only to big resort hotels, but also to small restaurants. Thus this issue is not only of professional, but also of personal interest since I can apply my findings to expanding my family restaurant business via franchising. Vietnam is a developing country with a long shoreline and many tourist destinations. As such, it has a tremendous potential to grow its tourism and hospitality industry. My point of view is that it has the unique opportunity to learn from the developed nations, such as USA -- how they started and developed their hospitality industry, especially in the area of providing quality customer service. I plan to explore ways in which customer service can be improved in Vietnam. With proper training and implementation, the restaurants and hotels in Vietnam can grow and become world-class tourist destinations. I believe studying this topic will help me immensely in my future career. I can learn ways to improve customer satisfaction, how to deal with customer feedback, how to provide value-added services and perks so that a hotel can stand out from its competitors and have a satisfied, repeat customer base. By finding avenues to improve customer service, I plan to grow my family business eventually into opening new tourist resorts. Drawing from my previous experience and knowledge base, there are few things I already know about this topic. In USA, hotel employees
Quynh Dang
San Jose State University
September 9, 2013
I am originally from Vietnam, where my parents own a small restaurant in Da Lat city. I am currently enrolled in a BS degree in Hospitality Management. This semester, I want to explore how to apply the successful policies and procedures of the hospitality industry in USA to Vietnam so that Vietnam can become a dominant force in global tourism industry. The essential principles of providing top-quality customer service can be applied not only to big resort hotels, but also to small restaurants. Thus this issue is not only of professional, but also of personal interest since I can apply my findings to expanding my family restaurant business via franchising. Vietnam is a developing country with a long shoreline and many tourist destinations. As such, it has a tremendous potential to grow its tourism and hospitality industry. My point of view is that it has the unique opportunity to learn from the developed nations, such as USA -- how they started and developed their hospitality industry, especially in the area of providing quality customer service. I plan to explore ways in which customer service can be improved in Vietnam. With proper training and implementation, the restaurants and hotels in Vietnam can grow and become world-class tourist destinations. I believe studying this topic will help me immensely in my future career. I can learn ways to improve customer satisfaction, how to deal with customer feedback, how to provide value-added services and perks so that a hotel can stand out from its competitors and have a satisfied, repeat customer base. By finding avenues to improve customer service, I plan to grow my family business eventually into opening new tourist resorts. Drawing from my previous experience and knowledge base, there are few things I already know about this topic. In USA, hotel employees