1. Student's full name: VU CHIEN THANG 2. Gender: Male
3. Date of birth: October 7, 1975
4. Place of birth: Hanoi
5. Decision on recognition of students No. 4420/2019/QD-XHNV dated November 26, 2019 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi
6. Changes in the training process:
7. Thesis topic: Research on conditions for implementing contactless services at hotels in Hanoi
8. Major: Tourism; Code: 88100101.01
9. Scientific instructor: Dr. Nguyen Ngoc Dung, Deputy Head of Tourism Studies Department, University of Social Sciences and Humanities
10. Summary of thesis results:
The thesis "Research on conditions for implementing contactless services at hotels in Hanoi" aims to study the conditions for implementing contactless services in hotels in Hanoi, providing discussions and recommendations to improve the effectiveness of implementing contactless services in hotels in Hanoi and Vietnam. The implementation of contactless services in hotels is related to objective (external) and subjective (internal) conditions of hotels. The topic limits the research on internal conditions of hotels, including: Mechanisms and policies of hotel owners on implementing contactless services; Support apparatus and departments for implementing contactless services; Level of financial investment for contactless services; Labor force and capacity to implement contactless services; and conditions on infrastructure and technical infrastructure to implement contactless services. The thesis has determined the scope of the case study of two hotels: JW Marriott Hotel Hanoi and Novotel Hanoi Thai Ha.
The results of the investigation and survey of hotels show that the five internal factors of hotels are assessed at a high level of readiness. The regression analysis model determines the impact of internal factors on the implementation of KTX services. The results show that: hotels all have very favorable mechanisms and policies to implement KTX services (4.47/5); the apparatus and support departments in the hotel are ready to implement measures according to the functions and tasks of the unit to enhance KTX services (4.09/5); The remaining three factors are not statistically significant, so they cannot explain the possibility of impact on the implementation of KTX services. However, the overall assessment score of these factors is also very high: Level of financial investment in KTX services (4.22/5); Capacity of IT staff to implement KTX services (4.62/5); and Technical infrastructure to organize KTX services (4.32/5). This shows that the possibility of applying the forms of DVKTX services will be promising in the near future. In addition, the thesis conducted a survey of hotel staff on their awareness and attitude towards issues related to DVKTX.
The research results of the thesis indicate that for hotels that have applied contact-limiting services such as booking service hours to avoid crowded contact, room service, home delivery, take-away food ordering... more efforts are needed to deploy other forms of hotel services such as mobile check-in, online Q&A tools based on artificial intelligence, robots delivering products and delivering luggage to guests' rooms...
The thesis has assessed the current status of implementing DVKTX in hotels in Hanoi and discussed and proposed policy and operational solutions for hotels to promote the further application of DVKTX in hotels in Hanoi in particular and hotel business in Vietnam in general.
11. Practical application: (if any)
The research topic: Research on conditions for implementing contactless services at hotels in Hanoi has practical application significance for hotel businesses in Hanoi and Vietnam. The research results and recommendations are suggestions for policy makers and hotel businesses and other sectors in the tourism industry to implement contactless services at the facility.
12. Further research directions:
The implementation of KTX services in hotels is an inevitable trend in the context of the world having to respond to the epidemic situation and adapt to the development of science and technology. The next research direction may include the following areas: research on the conditions for implementing KTX services in hotels on a national scale in Vietnam or for other types of tourism facilities such as homestays, or other tourism businesses such as travel agencies, tourist transportation, restaurants, souvenir shops, shopping centers, etc.
13. Published works related to the thesis:
INFORMATION ON MASTER'S THESIS
1. Full name: VU CHIEN THANG 2. Sex: Male
3. Date of birth: October 7th, 1975 4. Place of birth: Hanoi
5. Admission decision number: No. 4420/2019/QD-XHNV Dated November 26th, 2019
6. Changes in academic process:
7. Official thesis title: Research on conditions for implementing untact services in hotels in Hanoi
8. Major: Tourism 9. Code: 88100101.01
10. Supervisors: Dr. Nguyen Ngoc Dung, Vice Dean, Tourism Studies Faculty, University of Social Sciences and Humanity.
11. Summary of the findings of the thesis:
The thesis "Research on conditions for implementing untact services in hotels in Ha Noi" aims to investigate the conditions for implementing services in hotels in Ha Noi, providing discussions and recommendations to improve the efficiency of service implementation in hotels in Ha Noi and Viet Nam. The deployment of services in hotels entails both objective (external) and subjective (internal) conditions. The thesis is limited to the investigation of the hotel's internal conditions, which includes: mechanisms and policies; supporting departments; level of financial investment; labor force capacity; and facilities for the implementation of untact services. The scope of the case study of the two hotels has been chosen by the thesis: JW Marriott Hotel Hanoi and Novotel Hanoi Thai Ha.
According to the findings hotel surveys, five aspects within the hotel are evaluated at a high level of preparedness. The regression analysis model determines the impacts of internal factors on the delivery of untact services. The results show that: all hotels have very favorable mechanisms and policies to deploy untact services (4.47/5); the supporting departments element is also evaluated with high preparedness (4.09/5); the remaining three factors do not have statistical significance, therefore, they cannot explain the ability to influence untact services implementation. However, these factors have a relatively high total rating: Financial investment (4.22/5); IT personnel capacity (4.62/5); and technological facilities (4.32/5). This demonstrates that the capacity to use various types of untact services will be advantageous in the near future. In addition, the thesis conducts a poll of hotel workers to determine their perceptions and attitudes regarding untact services.
The thesis study findings indicate that for hotels that have implemented untact services such as reserving services in advance to minimize congested interaction, roomservice, on-spot delivery and take-aways. More efforts are required to install different types of untact services such as mobile check-in, artificial intelligence-based chat box, robot products delivery to the guest room...
The thesis evaluates the current state of untact services implementation in hotels in Hanoi and explored and offered legislative and operational measures for hotels to boost the application to use more untact services in hotel businesses in Hanoi in particular, and hotel businesses in Vietnam in general.
12. Practical applicability, if any:
The study on conditions for implementing untact services in hotels in Ha Noi has practical implications for hotel establishments in Ha Noi and throughout Vietnam. The research findings and recommendations are intended to help retain and businesses in the hotel and tourist industries implement untact services in their facilities.
13. Further research directions, if any:
The deployment of untact services in hotels is an unavoidable trend in the light of the world's need to deal with the pandemic scenario while also adapting to scientific and technological advancements. Further research may be pursued in the future: Study on the conditions for implementing untact services in hotels in Vietnam, as well as other forms of tourist businesses such as homestays or other tourism enterprises including travel agencies, travel, transportation, souvenir shops, shopping centers...
14. Thesis-related publications:
