A study of Vietnamese Tour Group Service Coping Strategy at Hotel Industry

• Main Authors: Tran, Trung-Duc, 陳忠德
• Other Authors: Wang, Kuo-Ching
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/n4r5gk

碩士 === 國立臺灣師範大學 === 運動休閒與餐旅管理研究所 === 107 === In August 2016, the Government issued New Southbound Policy, which states that from October 2016, Taiwan provides conditional visa exemption for Vietnamese tourists. According to statistics from Tourism Bureau, the number of Vietnamese tourists coming to Taiwan has increased 4.66 times by 134,942 tourists. Many hotel operators see this as a business opportunity and start to create new hospitality star system and price-standard in order to accommodate the new coming tourists. Although among Southeast Asian countries, Vietnam has the biggest number of tourists coming to Taiwan, because of Vietnamese tourists’ characteristics, traveling habits and different cultural values, hotel operators still have to face a great deal number of challenges. Because a majority of Vietnamese tourists buys tour packages from travel agencies, their language abilities, standards of living and manners are different. Based on the tourists’ different cultural and dining experience, tourists have given feedbacks to hotels. Based on hotel operators’ point of view, characteristics of tourists such as poor manners in restaurants, improper use of hotel amenities, smoking in the room, or unorganized groups...has created a large amount of inconvenience for hotel operators. If a hotel happens to accommodate a Vietnamese tour group, there are many situations that cannot be handled immediately due to language difference, which makes hotel personnel have to spend a lot of time to arrange. Through discussions and interviews with hotel operators, this research finds out that hotel’s DUTY LOG largely note the methods to handle situations of tourists’ complaining but not tips on how to serve Vietnamese tour groups. Up to now, there are still no handling and preventing methods, this is a gap in hotel professionalism. This research uses qualitative method, through group interview and in-depth interview, gathers data by content analysis, finds out that what kind of situations Vietnamese tourists have to deal with and how these are handled. I hope that the results of this research can be useful for Taiwan hotel operators in the process of bettering the welcome Vietnamese tour group in their hotels.