NN AN INVESTIGATION INTO THE REALSITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE DIVISION AT CAPELLA HOTEL

PHAN CHI MINISTRY OF EDUCATION AND TRAINING HIEN – DUY TAN UNIVERSITY AN INVESTI FALCUTY OF ENGLISH GATION INTO THE REALSIT UATION AND SOME SOLUTI ONS ………PHAN CHI HIEN 2021 AN INVESTIGATION INTO THE REALSITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE DIVISION AT CAPELLA HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2021 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FALCUTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REALSITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE DIVISION AT CAPELLA HOTEL Major : English for Tourism SUPERVISOR : KIEU THI DONG THANH, M.A STUDENT : PHAN CHI HIEN CLASS : K23NAD7 STUDENT CODE : 2321322448 DA NANG, 2021 GRADUATION PAPER Supervisor: Kieu Thi Dong Thanh, M.A ACKNOWLEDGEMENT In order to complete this training report, I would like to express my deep gratitude to Ms Kieu Thi Dong Thanh for her dedication to guiding me throughout the process of writing this internship report I would like to express my heartfelt gratitude to the lecturers at Duy Tan University for their dedication to imparting information through the course of my studies With the information gained through the learning process, I not only have a good basis for producing an academic report, but I also have a significant asset to help me begin my life with confidence I really like to convey my heartfelt gratitude to the Capella Hotel Danang's Board of Directors, personnel, and especially the reception department for facilitating and assisting me through the previous training Finally, I want to wish you good health and success in your wonderful profession I wish you, uncles, brothers and sisters at Capella Hotel Danang, good health and many accomplishments at work Student Phan Chi Hien Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER Supervisor: Kieu Thi Dong Thanh, M.A STATEMENT OF AUTHORSHIP I thus certify that I authored the current thesis independently, and that I have mentioned all areas of the work in which sources are used based on their phrasing or meaning Except when noted in the body of the thesis, the thesis contains no previously published or written by other individuals content I further certify that I have not submitted this thesis to any other school for the purpose of obtaining a degree Danang, April 30th, 2021 PHAN CHI HIEN Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER Supervisor: Kieu Thi Dong Thanh, M.A ABSTRACT The purpose of this study is to examine serving processes and offer solutions to improve the efficiency of the Capella Hotel's food and beverage department The quality of service has a significant impact on hotel operations in the tourism industry As a consequence, I'd want to concentrate on in-depth research in this study in order to emphasize the importance of the Capella Hotel's F&B Department Using a real-world example, I'd want to highlight the good aspects of the F&B Department's quality as well as give advice for minimizing the weak aspects of hotel amenities The final part of this research is to show the findings of the survey and propose suggestions for the reception service Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER Supervisor: Kieu Thi Dong Thanh, M.A LIST OF ABBREVIATIONS OTA: Online Travel Agent VIP: Very Important Person F&B: Food and Beverage UOC: Unit of Calculation Uni: University CLG: College Inter: Intermediate Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER Supervisor: Kieu Thi Dong Thanh, M.A LIST OF TABLES, FIGURES, AND PICTURES Picture The hotel star rating systems .11 Picture Organization Structure of F&B Department 16 Picture Capella Hotel 18 Table Room types of Capella Hotel 22 Picture Outside Catering 24 Figure Organization Structure of Capella Hotel 26 Table Labor Structure Table of Capella Hotel 28 Figure The Organization Structure of the F&B Department at Capella Hotel 30 Table Revenue of the Capella Hotel in 2020 36 Table The number of Guest at Capella Hotel in 2020 37 Table Facilities of F&B Department at Capella Hotel 40 Table Labor structure of the F&B Department 41 Table Evaluation of the Modern Level in the F&B Department 43 Table Visitor Information Investigated at F&B Department at Capella Hotel 45 Table Guests’ Evaluation from F&B’s Uniform 45 Table 10 Guests' Opinions of F&B's Serving Attitude .47 Table 11 Guests’ Evaluation of F&B’s Foreign Languages .47 Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER Supervisor: Kieu Thi Dong Thanh, M.A TABLE OF CONTENTS ACKNOWLEDGEMENT i STATEMENT OF AUTHORSHIP ABSTRACT ii iii LIST OF ABBREVIATIONS iv LIST OF TABLES, FIGURES, AND PICTURES CHAPTER 1: INTRODUCTION v 1 Rationale 1.2 Aims and Objectives 1.2.1 Aims .2 1.2.2 Objectives .2 1.3 Scope of the study 1.4 Method of the study 1.5 Organization of the study .4 CHAPTER 2: THE THEORETICAL BACKGROUND 2.1 Tourism .5 2.1.1 Definition of Tourism 2.1.2 Classification of tourism 2.2 Tourists .7 2.2.1Definition of Tourists 2.2.2 Types of Tourists 2.2.2.1 Domestic Tourists 2.2.2.2 International Tourists 2.3 Hotel business 2.3.1 Concepts of Hotel 2.3.3.1 Hotel business 12 Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 2.3.3.2 Products of hotel business 2.4 F&B Department Supervisor: Kieu Thi Dong Thanh, M.A 12 14 2.4.1 Definition of F&B Department 14 2.4.2 The Functions of the F&B Department 14 2.4.3 Organization Structure of F&B Department 15 2.4.4 The Requirement of Staffs in the F&B Department 16 CHAPTER 3: CASE DESCRIPTION 18 3.1 General Introduction to Capella Hotel 3.1.1 Introduction and Foundation 18 18 3.1.2 The services and Facilities of Capella Hotel 20 3.1.2.1 Accommodation Services 3.1.2.2 Catering Services 22 3.1.2.3 Additional Services 24 20 3.1.3 The Organization Structure of Capella Hotel 25 3.1.3.1 Diagram of Organization Structure of Capella Hotel 25 3.1.3.2 The Function and Tasks of each Department of Capella Hotel 3.1.3.3 The Labor Qualifications of Capella Hotel 3.2 F&B Department at Capella Hotel 26 27 29 3.2.1 The Overview of the F&B Department at Capella Hotel 29 3.2.2 The Organization Structure of the F&B Department at Capella Hotel 30 3.2.3 The Function and Tasks of the F&B Department at Capella Hotel 3.2.4 The Serving Process of F&B Department at Capella Hotel 32 3.2.4.1 Pre-arrival 32 3.2.4.2 Arrival 32 3.2.4.3 Occupancy 33 Student: Phan Chi Hien Student ID: 2321322448 30 GRADUATION PAPER 3.2.4.4 Departure Supervisor: Kieu Thi Dong Thanh, M.A 33 3.2.5 The Contact Between the F&B Department and other Departments at Capella Hotel 33 CHAPTER 4: ANALYSIS AND EVALUATION 36 4.1 Analysis of revenue and number of Tourists at Capella Hotel in 2020 36 4.1.1 Revenue 36 4.1.2 Number of Tourist to Capella Hotel 37 4.2 Analysis of F&B Service Quality at Capella Hotel in 2020 38 4.2.1 Analysis of Facilities and F&B Staff at Capella Hotel 38 4.2.2.1 Facilities of F&B Department at Capella Hotel 4.2.2.2 F&B Staff at Capella Hotel 38 40 4.3 Guests' Evaluation of F&B Service Quality at Capella Hotel 4.3.1 Guests' Evaluation of Hotel Facilities 43 4.3.2 Guests' Evaluation of F&B Staff at Capella Hotel 4.3.2.1 Guests' Evaluation of F&B's Uniform 43 44 45 4.3.2.2 Guests' Evaluation of F&B Staff's Spirit and Attitude 46 4.3.3.2 Guests’ Evaluation of Receptionist’s Foreign Languages 47 4.4 Strong points 47 4.5 Weak points49 CHAPTER 5: DIFFICULTIES AND SOLUTIONS 52 5.1 The difficulties of F&B Department 52 5.2 Solutions 52 5.2.1 Supplement and improve restaurant equipment 53 5.2.2 Improve professional quality for employees 53 5.2.3 Complete the service process 54 5.2.4 Improve the quality and types of food and beverage products Student: Phan Chi Hien Student ID: 2321322448 55 GRADUATION PAPER 50 Supervisor: Kieu Thi Dong Thanh, M.A Some service personnel are sometimes not serious, serve improperly, the situation of employees gathering to talk during working hours occurs regularly Occasionally during peak hours, the catering department and kitchen department not have close coordination leading to delays in serving guests, sometimes the service phase is interrupted Some employees are not really enthusiastic about customers when they need help outside of their assigned work Meanwhile, some female employees are a bit of a boon to male guests for extra tips - The service process Although the service process of the restaurant goes through the order of steps as in theory, there is still a lack of "customer opinion" stage Thus, the restaurant will not know if the customer's needs about the quality of service are good or not In fact, without the opinions of customers, we will not know when serving customers what errors and characteristics Asking customers' opinions is an important stage to guide the quality of service, to know what customers want and need, thereby taking measures to overcome and improve the quality of service Most customers are not satisfied with the service time of the restaurant, they often complain about having to wait too long for their meal This is easy to get into when doing restaurant business, especially at peak times - The quality and types of dishes The restaurant's menu has not impressed guests The menu only lists boring dishes in the order of meals without any highlights or special dishes for guests The design of the menu is quite large, monotonous and not eyecatching, inside the menu there are no photos of dishes to increase attractiveness as well as help customers better understand the dish Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 51 Supervisor: Kieu Thi Dong Thanh, M.A The restaurant does not have special dishes with its own style, which has not made a difference compared to other restaurants Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 52 Supervisor: Kieu Thi Dong Thanh, M.A CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1 The difficulties of F&B Department Business is a double-edged sword for businesses, so to get the right direction for yourself the most important thing businesses need to is recognize the difficulties to gradually overcome it The hotel business in general and the dining business in particular are the same Here are the difficulties Capella restaurant has been facing  Increasing competition: In truth, consumer brand, premises, and food conflicts are fierce, resulting in a period of development for all price and rank categories Nowadays, chance is not enough to deliver success and success in the restaurant sector; a clear and broad vision is also required  Supply exceeds demand: When it comes to food business lovers, restaurants, eateries, and restaurant businesses in areas where supply exceeds demand, clients constantly pause and are unsure which restaurant to select  Ineffective marketing strategy: Doing business in the restaurant industry is not easy Competitors' capacity to adapt to the market is quite rapidly, with items being copied and imitated extremely quickly As a result, if name and brand advertising is ineffective and lacks personality, it is hard to compete with rivals' reputation and advertising potential  Limited budget, many challenges: When size, resources, budget, brand, and name are insufficient, the continuation of restaurant operations cannot be favorable This resulted in the company's demise after only a few months of existence As a result, if capital and resources are insufficient, you should consider starting a restaurant  How some Customer trust in the brand: If the same food product is marketed with highly clean, quality movements, people will be incredibly Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 53 Supervisor: Kieu Thi Dong Thanh, M.A confident in their decision Most crucial, the manner in which your ins believe in those items 5.2 Solutions Overall, the aforesaid challenges resulted in a large decline in the number of guests to the restaurant and a corresponding loss in income To address these issues, I have identified various shortcomings of the Capella restaurant, and the remedies are as follows: 5.2.1 Supplement and improve restaurant equipment To satisfy the satisfaction of customers when coming to the restaurant, facilities are indispensable conditions, May Flower restaurant has some points to improve money and change as follows: First, to ensure accuracy, the hotel management and restaurant management need to conduct an appraisal and inspection to be sure of the situation of facilities, equipment, which needs to be repaired, which needs to be completely replaced Next, it is necessary to make specific plans on upgrading facilities and equipment, determining costs and methods of recovering capital effectively quickly Each department needs to make its own plan for maintaining equipment to improve the quality of customer service 5.2.2 Improve professional quality for employees The staff of the restaurant can speak English but not good, the foreign language ability of the restaurant is only enough to serve food and drink to guests, but the staff does not have the ability and confidence to care for foreign customers Although in the process of working, having a lot of contact with foreign guests will help employees improve, but in order for employees to be more fluent and confident when communicating with customers, the restaurant needs to open a specialized, short-term English training course Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 54 Supervisor: Kieu Thi Dong Thanh, M.A First, the restaurant management arranges a reasonable time schedule for the staff to study still ensure a sufficient number of employees in each shift Morning shift staff will learn English in the afternoon and vice versa The hotel needs a specialized English teacher for this course, the main content of which will focus on communicating during daily service and how to handle the situation in English The course should last from to months, week of study from to sessions (if at a busy time) or sessions (if at the time of absence), each session lasts from to hours After the course, there will be tests to determine the further study of other courses, ensuring that employees regularly learn English until the level is sufficient to communicate fluently with foreign guests within the scope of their responsibilities Next, the hotel needs to improve the quality of service Managers should consider the shortage of manpower on peak days of the tourist season there will be staff shortages The restaurant management needs to have meetings to give opinions for the service to become better, there should be serious measures to treat the non-serious work of the employees in the shift The restaurant should distribute the rules to the staff in positions: serving, kitchen and dispensing There should be additional policies to reward employees who work well during the month to improve the morale and responsibility of all restaurant staff 5.2.3 Complete the service process Directors and restaurant managers, heads of departments, supervisors regularly check the urge and remind employees in matters of professional manipulation, gestures, attitudes, personal style To ensure employees are always in a ready position and work well with a professional style Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 55 Supervisor: Kieu Thi Dong Thanh, M.A Carry out pick-up and drop-off more attentively, pay attention to the surroundings and focus on the work to be able to take care of customers in the most thoughtful way Note that guests are required to consult with guests about the quality of the food as well as the quality of service of the restaurant to make guests feel satisfied or not Such a customer poll will help the restaurant know what customers are not satisfied with to modify, as well as continue to promote customer satisfaction points Set up the table needs to show more professionalism, for breakfast buffet, it is not necessary to set up much just the necessary nape and spices but for lunch and dinner a la carte a la carte guests must set up the table in accordance with the principles and standards Tools such as forks must be in sync, the same metal The model on the knife and fork handles must be the same, if it is smooth, it must be slippery, not rolled with a common style with smooth rolling Give and get the menu, must give guests time to view the menu, observe before guests are ready to order The staff must be aware of the dishes on the menu, if appropriate, give suggestions to guests, must describe the dishes on the menu When noting the requirement to record the requirement for both women first, then men and finally the party owner One of the issues that guests complain about the most is the time they have to wait to be served food and drinks The waiting time should be a reasonable minimum time between dishes Speed, pace and service time are important, so the staff in the restaurant from the kitchen staff to the waiter need to have close coordination with each other, helping each other to complete her well 5.2.4 Improve the quality and types of food and beverage products Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 56 Supervisor: Kieu Thi Dong Thanh, M.A First, the restaurant needs to have a plan to diversify the menu The hotel's restaurant menu offers a catering business that caters to tourists with close ties to the restaurant It is an important part of the image of the restaurant It was the restaurant's first means of communication Therefore, the restaurant must diversify the menu to meet all types of guests Especially in the process of building the menu, the menu must make an impression, curious for guests but absolutely avoid over-doing In parallel, the menu must ensure the customs, taste, religious beliefs of customers, to meet the needs of customers The menu is a list of dishes or drinks that the restaurant currently has, offered for guests to choose from When making the menu, it is important to pay attention to children if the target customer includes this audience The menu tends to get longer and longer, which only makes guests more confused Try to give customers the most options but with the most concise menu The second thing is that the menu's presentation must be improved Determine a suitable menu size; you'll need a regular menu size that isn't too big or too little Organize the dish into groups and find each object in each group When designing a single form, pay attention to the gaps because these gaps will appeal to customers and make them easier for customers to read The current menu of the restaurant has almost no illustrations, looking at the menu only sees the full text, which is boring for customers Therefore, in the new menu, there should be more illustrations of dishes, help the menu add color, create a sense of stimulating customers to use the dish and also help customers conveniently choose dishes Next, the restaurant needs to diversify and balance the foods Every day the body needs between 20 and 30 different foods to ensure sufficient substances In addition, it is necessary to balance the foods, daily meals Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 57 Supervisor: Kieu Thi Dong Thanh, M.A should be full of animal and plant foods Restaurants need to consider changing dishes weekly to ensure no boredom for customers Finally, there is the issue of food hygiene and safety Restaurants must strictly adhere to the food safety legislation established by the authorities If visitors are poisoned, the restaurant's integrity will be difficult to recover, so the restaurant can inspect the food on a regular basis and advise the kitchen department to equip the kitchen with detailed expertise to guarantee the consistency of the food and satisfy customers It is essential to assess a positive working atmosphere and to avoid prejudice between official workers, part-time employees, and trainees Staff quarters need to be upgraded; the accommodations are too cramped and humid, and employees are unable to relax comfortably until beginning their shift Restaurant managers must pay more attention to workers, put themselves in their shoes to better understand them, and use relevant terms and acts It should not be so strict, but workers who have effectively completed the delegated assignments should be praised, and employees' efforts should still be recognized Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 58 Supervisor: Kieu Thi Dong Thanh, M.A CHAPTER 6: CONCLUSION AND SUGGESTIONS 6.1 Some Suggestions for Improving Service Quality of F&B Department at Capella Hotel - Recommendations to the hotel's management The hotel's management should have policies to encourage employees to express their personal voices in the operational issues of the restaurant, regulations on the work of the department However, in order to avoid having to deal with small, unnecessary issues, this reflection will be passed through the head of department or management in advance, or periodically resolved and the employee must be responsible for each of his reflections Employees will see their value in the organization, and leaders will have a more realistic view of the restaurant's business situation, as well as the ability to quickly recognize and resolve employee issues Develop an appraisal framework that is used for directors, restaurant managers, and diners to reward, motivate, and inspire workers to perform efficiently, as well as create ways for employees to advance and demonstrate their ability to be proud of themselves Employees must be guided by others who are more knowledgeable in fire safety The squad is realistic and rewarding for its employees' customer support Improve the efficiency of meals served to workers in order to help them regenerate their labor as efficiently as possible - Recommendations to the F&B's management Currently, Capella restaurant's staffing does not meet peak times, workers often work hours and not get days off, resulting in employees becoming stressed and exhausted at work As a result, more human resources are needed to ensure employee wellbeing while still maintaining the restaurant's quality of service Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 59 Supervisor: Kieu Thi Dong Thanh, M.A 6.2 Conclusion Improving competitive advantages is the target that every hotel strives for and does everything in its power to accomplish Improving the standard of the hotel's services is one of the most important and efficient ways to increase the hotel's revenue Improving a business's service level not only leads to increased sales for that facility, but it also assists that facility in establishing a good market presence Give the company a new highlight to better gain customers Improving the standard of service at any company must consider a wide variety of considerations, including dependability, assurance, response, observable, and versatility And then should we ensure that the service is of the highest standard Through my researcher, I have gathered valuable knowledge about the quality of service and requirements for improving the F&B business's quality of service The study of the F&B department's level of service at Capella restaurant has assisted me in developing a series of strategies to increase the quality of service in this department During my years of studying and directly engaging in work at Capella restaurant at Capella Hotel, I discovered that the restaurant's business was very stable Any path will have such obstacles that any person or business company must conquer in order to succeed, and the hotel restaurant industry is no different In addition to the challenges posed by the world's turbulent economic climate, Capella Restaurant is also severely impacted by the Covid19 outbreak, which is now affecting everyone in most countries, in addition to the fierce competition of the market, the difficulty in capturing and satisfying Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 60 Supervisor: Kieu Thi Dong Thanh, M.A the interests, the increasingly diverse psychology of customers, facilities are not really strong enough to compete with competitors However, we can completely trust Capella restaurant's present and future in sustaining and increasing the business through the restaurant's available advantages And, certainly, if Capella restaurant takes full advantage of the advantages while still making enhancements and reforms, it will undoubtedly conquer the current challenges and become stronger and better in the future Hopefully, with this research topic, I will be able to contribute some personal opinions to improving the standard of service at Capella restaurant Due to the short length of the practice and my reduced self-ability, I am unable to prevent errors in the study subject at this time; however, I am looking forward to getting teacher comments and assessments Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 61 Supervisor: Kieu Thi Dong Thanh, M.A REFERENCES I English Books Hunziker and Krapf, (1942), Outline of the General Teaching of Tourism Recommended Methodological Framework, Eurostat, OECD, WTO, UNSD, paras 1.1 and 2.2 (2001), Tourism Satellite Account: UNWTO Definition from Understanding Tourism, Basic Glossary: Tourism Industries Boorstin, D (1964), The Image: A guide to pseudo-events in America, New York: Harper Commission (10/01/1973), Recommendations of the National Tourism Resources Review Article 10: Categorization of Tourists: The Law on Tourism of Vietnam Domestic Tourism Statistics, Series M, No.83, United Nations and World Tourism Organization II Vietnamese Books Ph.D Hoang, Van M & Ph.D Hoang Thi L H, Hotel Business Management Curriculum III Websites  http://www.tugberkugurlu.com/archive/definition-of-tourist-who-is- tourist-what-is-the-comprehensive-definition-of-tourist  https://www.encyclopedia.com/history/dictionaries-thesauruses- pictures-and-press-releases/hotels-and-hotel-industry  https://www.xotels.com/en/glossary/hotel  https://www.which.co.uk/  http://hospitalitynu.blogspot.com/ Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 62 Supervisor: Kieu Thi Dong Thanh, M.A APPENDIX QUESTIONNAIRE This is my questionare to serve the project, it will not be disclosed to any agencies or organizations How many times have you been in Capella Hotel? You know Capella Hotel thanks to: -Newspaper and magazine -Relatives, friends -Guide book -Travelling agencies -Internet - Other: … How you feel about the restaurant services at the hotel? - Good - Normal - Bad During your stay at the hotel, what made you most satisfied? What makes you unsatisfied about the uniform of staff at Capella Restaurant? Do you have any suggestions for the F&B service at the Capella hotel? ………………………………………………………………………………… According to you, how is the service staff’s attitude? - Very Satisfied - Satisfied Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 63 Supervisor: Kieu Thi Dong Thanh, M.A - Normal - Quite Satisfied - Dissatisfied Are you satified with the facilities at the Capella Hotel? - Very - Fairly - Hardly Do you think you will return to Capella Hotel in the future? Yes No 10 What was your impression or favorite thing about Capella Restaurant? THANKS YOU VERY MUCH! Student: Phan Chi Hien Student ID: 2321322448 GRADUATION PAPER 64 Supervisor: Kieu Thi Dong Thanh, M.A SUPERVISOR’S COMMENTS Student: Phan Chi Hien Student ID: 2321322448 ...MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FALCUTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REALSITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE. .. for office secretary service and guide guests The reception of guests to the restaurant and the support of guests and staff effectively receive information and guide guests to the seat, answer and. .. entertainment, and some additional services These activities contribute to benefit the hotels Quality and diversity of the services depend on the standard of the hotel, ” In brief, Hotel Business means the