NN AN INVESTIGATION INTO THE REAL SITUATION OF THE FOOD AND BEVERAGE SERVICE AND SUGGESTIONS TO ENHANCING THE QUALITY AT MUONG THANH GRAND DANANG

DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER DUONG THI THUY HUONG AN INVESTIGATION INTO THE REAL SITUATION OF THE FOOD AND BEVERAGE SERVICE AND SUGGESTIONS TO ENHANCING THE QUALITY AT MUONG THANH GRAND DANANG Major Code : English for Tourism : K23.702 SUPERVISOR: LUONG KIM THU, M.A DA NANG – MAY, 2021 Graduation Paper i Supervisor: Luong Kim Thu, M.A ACKNOWLEDGEMENT This graduation paper could not be finished without the invaluable help, advice, and encouragement of my beloved teacher, friends, and my family First of all, I would like to thank the Board of Directors of Duy Tan University and teachers at Faculty of English - Duy Tan University for creating a practical learning and monitoring environment for me Secondly, I am indebted to my teachers of Foreign Languages Department for their endless enthusiasm, valuable teaching and tremendous assistance that have enlightened my research Especially, I would like to send my deep gratitude to Ms Luong Kim Thu, who enthusiastically assists, enthusiastically guides the presentation and content, which is the foundation for me to be able to complete the graduation paper the best Finally, I sincerely thank my friends and supporters so that I can complete this research Due to the limited time and conditions, along with not much experience in implementation, my graduation paper cannot avoid suffering, looking forward to receiving the contributions of our teachers and friends I am grateful to all of you I wish all of you good health and success! Da Nang, May, 2021 Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper ii Supervisor: Luong Kim Thu, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution Danang, May, 2021 Duong Thi Thuy Huong Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper iii Supervisor: Luong Kim Thu, M.A ABSTRACT This graduation paper concentrated on the current situation and the goal of improving the quality of F & B service at Muong Thanh Grand Danang.This case study was carried out using theoretical and practical data Firstly, I collect practical data by giving questionnaires to the customers in order to appraise the service quality Besides, I was also provided with some information about the hotel by the director The practical data is then analyzed and evaluated in light of the theoretical context and the actual situation Finally, after careful analysis and evaluation, I made recommendations to improve the F&B service quality at Muong Thanh Grand Danang Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper iv Supervisor: Luong Kim Thu, M.A TABLES AND FIGURES ACKNOWLEDGEMENT i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii TABLES AND FIGURES iv TABLE OF CONTENT viii CHAPTER 1: INTRODUCTION 1.1 Rationale .1 1.2Aims and Objectives 1.2.1 Aims 1.2.2 Objectives .2 1.3Scope of study .2 1.4 Method of The Study 1.5Error: Reference source not found CHAPTER 2: THEORETICAL BACKGROUND 2.1 Hotel 2.1.1 Definition 2.1.2 Classification 2.1.2.1 Classification of the Size 2.1.2.2 Classification of Geographical Location 2.1.2.3 Classification of the target market 2.1.2.4 Classification of criteria .6 2.1.3 Features 2.2 Customers 2.2.1Definition 2.2.2Classification 2.2.3Features 2.3 Food and Beverage Service 2.3.1 Definition 2.3.2 Classification 2.3.3 Features 10 Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper v Supervisor: Luong Kim Thu, M.A 2.4 Service Quality 10 2.4.1 Definition 10 2.4.2 Classification 11 2.4.3 Features 11 2.5 Factors Affecting the Quality of F&B 11 2.5.1 Factors Affecting the Customer's Wishes .11 2.5.2 The Factors That Make The Realistic Feel Of The Customer 12 2.5.3 Other Factors 12 CHAPTER 3: CASE DESCRIPTION .14 3.1 Muong Thanh Hospitality 14 3.1.1 History and Development of Muong Thanh Group .14 3.1.2 Logo and Slogan 15 3.2 An Overview of Muong Thanh Grand Danang 16 3.2.1 General Introduction .16 3.2.2 Organizational Structure of Muong Thanh Grand Danang 17 3.2.2.1 Organizational Structure .17 3.2.2.2 Functions 19 3.2.3 Services Product of Muong Thanh Grand Danang .22 3.2.3.1 Accommodation Service .22 3.2.3.2 Meeting and Events 23 3.2.3.3 Catering business 24 3.2.3.4 Additional Services .24 3.3 Some Information about F&B Muong Thanh Grand Danang 25 3.3.1 Organization Chart .26 3.3.2 The Functions and Missons 27 3.3.3 Restaurants & Bar at Muong Thanh Grand Danang 29 3.3.3.1 Tuy Loan Restaurant 29 3.3.3.2 Cam Le restaurant 29 3.3.3.3Daknan Bar 30 3.3.3.4 Tourane Bar 31 3.3.4 The Facilities of F&B Department .32 Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper vi Supervisor: Luong Kim Thu, M.A 3.3.5 Price of the menu at F&B Department at Muong Thanh Grand Danang 33 CHAPTER 4: ANALYSIS AND EVALUATION 35 4.1 The Real Situation And Business Result of F&B at Muong Thanh Grand Danang 35 4.1.1 Overview of F&B at Muong Thanh Grand Danang 35 4.1.2 Analysis and Evaluation the Human Resource of F&B Department 37 4.1.3 Business Evaluation of F&B at Muong Thanh Grand Danang from 2018 to 2020 38 4.1.3.1 Total revenue for the years from 2018 to 2020 .38 4.1.3.2 Revenue Structure of F&B Department at Muong Thanh Danang from 2018 to 2020 39 4.1.3.3 Business Results of F&B Department at Muong Thanh Danang from 2018 to 2020 41 4.1.4 Customer Feedback for the Muong Thanh Grand Danang's F&B Department 42 4.1.4.2 About Quality Service of F&B Department at Muong Thanh Grand Danang 44 4.1.4.3 About the Staff of F&B Department at Muong Thanh Grand Danang 45 4.2 General Evaluation of F&B Department at Muong Thanh Grand Danang 46 4.2.1 Strengths .46 4.2.2 Weaknesses 47 CHAPTER 5: DIFFICULTIES AND SOLUTIONS 49 5.1 Difficulties 49 5.2 Solution 49 CHAPTER 6: CONCLUSIONS AND SUGGESTION .51 6.1 Conclusions 51 6.2 Some Suggestions for F&B Department at Muong Thanh Grand Danang And Faculty Of English At Duy Tan University 52 6.2.1 Suggestions for F&B Department at Muong Thanh Grand Danang 52 6.2.1.1 Qualification .52 6.2.1.2 Foreign languages .52 6.2.1.3 Upgrading technical facilities .53 6.2.1.4 Other Solutions 53 Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper vii Supervisor: Luong Kim Thu, M.A 6.2.2 Suggestions for the Faculty of English 54 REFERENCES .1 APPENDIX SUPERVISOR’S COMMENTS Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper M.A viii Supervisor: Luong Kim Thu, TABLE OF CONTENT ACKNOWLEDGEMENT i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii TABLES AND FIGURES iv TABLE OF CONTENT viii CHAPTER 1: INTRODUCTION 1.1 Rationale .1 1.2Aims and Objectives 1.2.1 Aims 1.2.2 Objectives .2 1.3Scope of study .2 1.4 Method of The Study 1.5Error: Reference source not found CHAPTER 2: THEORETICAL BACKGROUND 2.1 Hotel 2.1.1 Definition 2.1.2 Classification 2.1.3 Features 2.2 Customers 2.2.1Definition 2.2.2Classification 2.2.3Features 2.3 Food and Beverage Service 2.3.1 Definition 2.3.2 Classification 2.3.3 Features 10 2.4 Service Quality 10 2.4.1 Definition 10 2.4.2 Classification 11 Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper ix Supervisor: Luong Kim Thu, M.A 2.4.3 Features 11 2.5 Factors Affecting the Quality of F&B 11 2.5.1 Factors Affecting the Customer's Wishes .11 2.5.2 The Factors That Make The Realistic Feel Of The Customer 12 2.5.3 Other Factors 12 CHAPTER 3: CASE DESCRIPTION .14 3.1 Muong Thanh Hospitality 14 3.1.1 History and Development of Muong Thanh Group .14 3.1.2 Logo and Slogan 15 3.2 An Overview of Muong Thanh Grand Danang 16 3.2.1 General Introduction .16 3.2.2 Organizational Structure of Muong Thanh Grand Danang 17 3.2.3 Services Product of Muong Thanh Grand Danang .22 3.3 Some Information about F&B Muong Thanh Grand Danang 25 3.3.1 Organization Chart .26 3.3.2 The Functions and Missons 27 3.3.3 Restaurants & Bar at Muong Thanh Grand Danang 29 3.3.4 The Facilities of F&B Department .32 3.3.5 Price of the menu at F&B Department at Muong Thanh Grand Danang 33 CHAPTER 4: ANALYSIS AND EVALUATION 35 4.1 The Real Situation And Business Result of F&B at Muong Thanh Grand Danang 35 4.1.1 Overview of F&B at Muong Thanh Grand Danang 35 4.1.2 Analysis and Evaluation the Human Resource of F&B Department 37 4.1.3 Business Evaluation of F&B at Muong Thanh Grand Danang from 2018 to 2020 38 4.1.4 Customer Feedback for the Muong Thanh Grand Danang's F&B Department 42 4.1.4.2 About Quality Service of F&B Department at Muong Thanh Grand Danang 44 Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 46 Supervisor: Luong Kim Thu, M.A The staff is very friendly and enthusiastic 55 guests feel great and 15 guests feel satisfied It's impossible to wow visitors not only with professionalism and performance, but also with beauty and other aspects If they have any concerns about hotel goods, the majority of respondents believe that they obtain enthusiastic support from hotel workers However, since the number of languages available is still restricted, many consumers are irritated by the language barrier Many of the employees only speak English, making it difficult for Korean or Chinese consumers to understand This matter has been recorded by 22 guests as unsatisfactory 4.2 General Evaluation of F&B Department at Muong Thanh Grand Danang 4.2.1 Strengths After analyzing and giving evaluations to the F&B department, I discovered that this department has certain benefits that should be promoted First of all, the restaurant business in a 4-star hotel with a foothold and a reputation in the market is an outstanding starting point Along with the large scale of operations and the great responsiveness , it is a strong point for the restaurant department to be able to compete with customers in the market today Secondly, facilities are critical to increasing customer satisfaction The hotel has high-tech facilities because it recognizes the value of this factor The hotel spends time planning, designing, and installing equipment construction systems in the Food and Beverage Department, ensuring that energy is used effectively Waiters' quests can be ranked more easily with decent equipment In addition, the agency purchased additional radios for its employees to improve connectivity In addition, the hotel maintains a winch machine from Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 47 Supervisor: Luong Kim Thu, M.A the kitchen to the restaurant every week, allowing the food to be delivered to guests as quickly as possible Thirdly, the study revealed that proximity was an advantage for the Food and Beverage segment The restaurant department's place is ideal, with views of the Han River and the city More trees are planted in each corridor to provide a cool environment for travelers These make a strong impression on consumers as well Next, the employees are always welcoming, friendly, courteous, and enthusiastic A waitress is assigned to each table at all times, so the waiter is still available to support and respond to customer requests as they occur The restaurant's workforce also has excellent verbal and written communication skills, as well as the ability to listen and reply quickly to customer questions, requests, and grievances As a result, the service level has increased, as has the service quality They are university graduates with certifications in their fields of study, and they have a distinct edge in international languages Finally, F&B services are required during travel because people will never stop catering F & B services are a growing service used on tours Da Nang is one of Vietnam's most developed tourist destinations, so the number of visitors is very high As a result, there are numerous opportunities to introduce new business to Muong Thanh Grand Danang, especially in the Food and Beverage Department 4.2.2 Weaknesses Aside from the advantages listed above, the F&B Department has certain shortcomings that must be addressed as quickly as possible in order to have better customer experience First of all, facilities are critical Many modern machines have been installed on the hotel, some of which have deteriorated over time Notably, Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 48 Supervisor: Luong Kim Thu, M.A certain radios are insufficient to satisfy the needs of each employee As a result, it is difficult for service workers and waiters to communicate with one another To prevent impacting service quality, certain restaurant equipment must be checked, maintained, and updated regularly Besides, the number of tourists rises dramatically during the peak season The service staff would not be able to meet all customer demands quickly and effectively if manpower is in short supply This makes guests feel unprofessional and adds to the negative feedback Moreover, foreign language barriers and new employees are both significant challenges they face in this sector Staff are seen as the public face of a business because they often contribute to making it a positive first experience for consumers, which determines whether they will return or not Finally, the promotion of quality-improvement methods is not moving quickly enough to catch up with the industry's needs Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 49 Supervisor: Luong Kim Thu, M.A CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1 Difficulties Many companies have been swayed as a result of the competition and the socio-economic shock triggered by the COVID-19 pandemic Many directly affected businesses, such as education, tourism, airlines, hotels, and so on, have gone into "hibernation," with food and beverage being the most directly affected Many companies were forced to shut down or downsize as a result of this situation The F&B department at Muong Thanh Grand Danang also encountered many difficulties, such as: •Owing to a dramatic drop in revenue, corporate operations are at risk of being lost •The number of consumers fell dramatically, but all expenses associated with maintaining the shop, such as the cost of space, the cost of raw materials, machines, supplies, staffing costs, and so on, had to be spent daily •Material management is also a difficult problem for business owners because of how to ensure that the number of raw materials used during the day is not excessive, causing the materials to spoil •Businesses must retain human resources during the epidemic season even though they are greatly affected after the company cuts working hours •The right strategy for businesses to revive after our country suffered from the Covid-19 epidemic 5.2 Solution Along with the challenges that the F&B department is facing, I propose the following ways to deal with the issues: •Promote business redirection to adapt to the epidemic situation Restaurants aggressively seek out commodity consumption markets, focusing on the domestic market to recoup revenue to compensate for losses during this Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 50 Supervisor: Luong Kim Thu, M.A time Reduce expenses to keep the restaurant's losses to a minimum Encourage market redirection to respond to the outbreak situation •The department has to cut staff, cut working hours, give employees unpaid leave, receive a basic salary, etc to shoulder and overcome some difficulties Reduce restaurant losses by limiting the use of unnecessary equipment, not importing goods that are not urgently needed, and reviewing and identifying potential raw material sources • Managers must constantly update the market situation in order to forecast the number of visitors expected in the immediate future From there, the staff will enter the appropriate number of ingredients to avoid wasting the budget •Enterprises must have clear policies to ensure benefits for employees to ensure that when the department needs it, there is no shortage of a large number of employees At the same time, this is also the time for employees to hone their lack of knowledge, such as professional skills, foreign language skill,etc •Outstanding service quality is essential for long-term success in this highly competitive industry To recover from an epidemic, a hotel must constantly tailor its services to customer trends For example, the F & B Department should be more aware of the needs and interests of international tourists in order to provide the appropriate menu to serve guests in the restaurant.Vietnamese people have a stronger taste than Koreans and Japanese, so we should cook a suitable meal on each tour Food presentation and taste are inextricably linked, which is important because it "flavors" guests' expectations of taste and can stimulate their appetite Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 51 Supervisor: Luong Kim Thu, M.A CHAPTER 6: CONCLUSIONS AND SUGGESTION 6.1 Conclusions Faced with intense competition in the service industry in the current market, the restaurant business in hotels must significantly improve in terms of product and service quality in order to meet the needs of customers.With a long history of the development of the largest private hotel chain in Indochina, Muong Thanh Grand Danang has had a certain place in the eyes of customers as well as in Da Nang Following my studies at Duy Tan University, I was given the opportunity to an internship at Muong Thanh Grand Danang Hotel and study directly in the hotel's F & B department.This is a great honor for me to express myself, apply what I have learned as well as absorb new knowledge that I have never known I discovered that the restaurant staff are people who know their professional skills, and the majority of them meet the needs of customers, leaving a good impression on their hearts But besides that, the F&B department still has some limitations that need to be overcome to become more and more perfect It is to improve foreign language skills, handle situations encountered with customers and the company needs a clear and specific business strategy, with the highest aim of improving service quality for the department This is a huge source of revenue for the hotel, so it needs solutions that are as fast as possible In my graduation thesis, I have tried to research and learn to point out the achievements, the shortcomings and suggest some measures to improve the performance of the F&B department at Muong Thanh Grand Danang Hotel However, due to limited ability, the article will inevitably have shortcomings, so I would like to receive suggestions from teachers and readers so that I can complete this article to improve my research I would like to thank the human resources department and the director of the F&B Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 52 Supervisor: Luong Kim Thu, M.A department at Muong Thanh Grand Danang for creating favorable conditions and helping me a lot during the internship Finally, I'd like to thank my supervisor, Ms Luong Kim Thu, for guiding, correcting, and making enthusiastic recommendations that helped me complete my assignment 6.2 Some Suggestions for F&B Department at Muong Thanh Grand Danang And Faculty Of English At Duy Tan University 6.2.1 Suggestions for F&B Department at Muong Thanh Grand Danang 6.2.1.1 Qualification One of the most important criteria for a waiter/waitress is knowledge of qualifications.This criterion is more appreciated than degrees If staff not have professional knowledge, it is very difficult to their job, as well as to handle customer complaints Therefore, the hotel should open professional training classes for waiters/waitresses In particular, the hotel needs to focus more on recruiting staff Professional staff will help guests be more satisfied with the quality of the hotel 6.2.1.2 Foreign languages In the service industry, foreign languages are always the top priority At work, the waiter/ waitress always has to contact and communicate with foreign guests Therefore, in order to communicate with guests, they must be fluent not only in English but also in other languages such as Korean, Japanese, and Chinese.Nonetheless, the receptionists at the hotel are only fluent in English Therefore, the hotel needs to improve the foreign language skills of the employees, such as opening some language refresher classes and raising the requirements for recruiting receptionists (must be fluent in two foreign languages) Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper Supervisor: Luong Kim Thu, M.A 53 6.2.1.3 Upgrading technical facilities The upgrading of facilities will help employees work more conveniently and also serve customers better As a result, it not only leaves a positive impression on guests, but it also attracts an increasing number of customers The restaurant department should take measures to renew eating utensils like knives, forks, plates, etc Technical equipment needs regular maintenance to best serve customers Especially, The restaurant and bar must have a plan in place to change staff uniforms because for a long time, the staff stained and tarnished during service, particularly the parts directly serving guests 6.2.1.4 Other Solutions •The hotel should focus on marketing to attract the domestic market to the hotel more Currently, due to the impact of the Covid-19 epidemic, tourism in many countries is in a crisis Therefore, it is very difficult to restore the international tourist market The hotel should promote the potential market that is the domestic market to overcome the crisis caused by the disease •Besides, the hotel needs to organize many emulation activities and exchanges among departments Through these activities, employees can be more connected with each other, work in groups more effectively and have more solidarity at work •The hotel should have preferential policies for employees to attract and retain capable employees to work for a long time at the hotel •Every individual and employee must be focused on developing and strengthening their professional skills as well as their foreign language abilities They should work with a strong sense of ownership of their job Staff must be able to promote their strengths while also attempting to overcome their weaknesses Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 54 Supervisor: Luong Kim Thu, M.A 6.2.2 Suggestions for the Faculty of English In my opinion, the Faculty of English at Duy Tan University has done a lot to guide students throughout their learning and internship journey However, I also want the school to develop high-quality learning programs related to reality, creating a more practical English-speaking environment to improve students' foreign language proficiency, such as: •First of all, I think that teachers can give students more chances to practice in a real environment It is very useful that students can learn and increase their practical knowledge in the absence of actual work experience •The school reviews the regulations on output standards for foreign languages, attaches specialized English to the requirements of the foreign language output standards that students must address Accordingly, research on how to assess energy using specialized English when examining output standards through energy assessment tests •Building a community model for learning foreign languages in general and specialized English in particular The Faculty establishes, maintains and develops specialized English clubs that come into quality with specific and practical activities •The Youth Union and the Student Union strengthen extracurricular activities to improve English skills •Lecturers innovate teaching methods, increase history and create situations for students who are motivated to acquire specialized English in teaching each module Encourage teachers to integrate and interpret specialized phrases in English for students to understand and remember for a long time •The university has an appropriate regime for activities that promote innovation, enrich teaching, and help students improve their special English.There are ways to keep and grow English clubs Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper 55 Supervisor: Luong Kim Thu, M.A •In addition, I hope teachers can give students several materials about tourism and hospitality, a template and instructions for making the graduation project clearer and more specific For example, what compulsory general theoretical background is needed so that students not take time to write about the theoretical background as well as write in the wrong focus Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper Supervisor: Luong Kim Thu, M.A REFERENCES [1] : http://luanvan.net.vn/ [2] :http://hoteljob.vn/tintuc/khach-san-la-gi-cac-loai-hinh-khach-san [3] : http://businessdictionary.com/definition/hotel.html [4] : https://www.fluentu.com/blog/english/english-for-restaurant-staff/ [5] Roger Fields - Restaurant Success [6] : https://vi.wikipedia.org/ [7] : GS.TS Bùi Xuân Phong, Quản trị khách sạn, nhà xuất lao động [8] : https://hotel.oxu.vn/phan-loai-khach-san/ [9] : Hotel industry; definition and Composition( 2018) Retrieved from http://industry-trade.blogspot.com/2011/09/hotel-industry-definition-and-html [10] : http://Business Dictionary.com Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper Supervisor: Luong Kim Thu, M.A APPENDIX QUESTIONAIRE Dear Madam, Sir! Thank you for choosing to stay with us Please take a few moments to fill out this page Your feedback will provide us with vital information that we can use to research and make conclusions on how to improve the F&B at Muong Thanh Grand Danang and provide you with better service Thank you for your support and we look forward to welcoming you back soon Please give us your individual information: Guest name: Room number: Email: Tel: How many times have you been in Da Nang city? How many times have you visit to the restaurant at Muong Thanh Grand Danang? How you feel about the restaurant's menu?  Diverse dishes  Many choices  Too many seafood dishes  Too few meat dishes  Too many meat dishes  Too little seafood  Few appetizers Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper Supervisor: Luong Kim Thu, M.A  Few desserts  Other Please tick in the box that you satisfied according to satisfaction level = Very satisfied = Satisfied = Normal = Dissatisfied Satisfaction level Modern facilities The design and decoration of the restaurant The price of the menu in the restaurant The restaurant staff of Muong Thanh Grand Danang is: a.Beautiful uniform b.Enthusiastic and thoughtful attitude c.High level of foreign language d.Professional qualifications: Food service time is quickly - Instructions on how to eat full specialties - The wholeheartedly service of the staff Tobe provided with full information about: dishes, prices and services - Instructions on how to eat full specialties - To solve your complaints is quickly and satisfactorily - To pay a bill is exact                                                     What made you most satisfied? Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper Supervisor: Luong Kim Thu, M.A Do you think you will return to Muong Thanh Grand Danang in the future? Yes  No  What you think our restaurant needs to improve? Was there any staff whose services exceeded your expectation? If yes, kindly provide his/ her name: THANK YOU VERY MUCH! Student: Duong Thi Thuy Huong Code: 2320315793 Graduation Paper Supervisor: Luong Kim Thu, M.A SUPERVISOR’S COMMENTS Student: Duong Thi Thuy Huong Code: 2320315793 ... Muong Thanh Grand Danang 33 CHAPTER 4: ANALYSIS AND EVALUATION 35 4.1 The Real Situation And Business Result of F&B at Muong Thanh Grand Danang 35 4.1.1 Overview of F&B at Muong Thanh Grand. .. Organizational Structure of Muong Thanh Grand Danang 17 3.2.3 Services Product of Muong Thanh Grand Danang .22 3.3 Some Information about F&B Muong Thanh Grand Danang 25 3.3.1 Organization... Price of the menu at F&B Department at Muong Thanh Grand Danang 33 CHAPTER 4: ANALYSIS AND EVALUATION 35 4.1 The Real Situation And Business Result of F&B at Muong Thanh Grand Danang 35