An investigation into the real situation and some solutions for enhancing food and beverage services of bistecca restaurant at orient hotel danang

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER TRAN THI KIM PHUNG An Investigation into the Real Situation and Some Solutions for Enhancing Food and Beverage Services of Bistecca Restaurant at Orient Hotel Danang GRADUATION PAPER IN SOCIAL SCIENCES AND HUMANITIES DA NANG, May 2022 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER TRAN THI KIM PHUNG An Investigation into the Real Situation and Some Solutions for Enhancing Food and Beverage Services of Bistecca Restaurant at Orient Hotel Danang Major : English for Tourism CLASS : K24 NAD3 STUDENT CODE : 24203207878 SUPERVISOR: TRAN THI MINH GIANG, Ph.D DA NANG, May 2022 GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D ACKNOWLEDGEMENT This graduation paper could not be finished without all enthusiastic assistance, advice and encouragement of my beloved teachers, family and friends First of all, I would like to express my deep gratitude to my supervisor, Dr Tran Thi Minh Giang, who helps me researching and writing this paper from the first step to the last one Thanks to her patience, motivation, enthusiasm and huge knowledge, which provided me the possibility to complete this graduation paper Secondly, I would like to thank all lecturers of Faculty of English at Duy Tan University, the silent ferrymen that has loved and taught me every day Furthermore, I have more inspiration in studying all curriculums due to my beloved lecturers Thirdly, I always express my deepest gratitude to my darling family They have supported me when I met some troubles in conducting the graduation paper They take care of me every day and always encourage me to study hard At last, I would like to thank my friends, who were with me to deal with troubles and create a good effort in studying Besides studying, they have held many funny games to relax after studying I wish all of you a good health and success! Best Regards Tran Thi Kim Phung GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D 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 2022 Tran Thi Kim Phung GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D ABSTRACT The graduation paper embarks on a study of real context at Bistecca restaurant outlet in New Orient Hotel Danang Accordingly, an analysis of actual problems in the outlet shall be exposed clearly related to quality – bases services Through the discussion about the problems, we would like to give some recommendations for New Orient Hotel Danang to enhance the customer service skills of the F&B Department, we hope our recommendations will help the hotel exceed customer’s expectation and contribute to the growth of hospitality industry in Da Nang city Da Nang, May 2022 GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D TABLE OF CONTENTS GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D LIST OF TABLES LIST OF CHARTS GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D LIST OF ABBREVIATIONS DTU : Duy Tan University FLD : Foreign Language Department F&B : Food and Beverage GRADUATION THESIS Supervisor: Tran Thi Minh Giang, Ph.D CHAPTER INTRODUCTION Rationale Vietnam has an extremely diverse and rich tourism potential In recent years, Vietnam's tourism is growing, it can be seen that the number of international visitors to Vietnam as well as the number of domestic tourists is increasing Moreover, tourism in Vietnam is increasingly popular More well known in the world, many domestic destinations are voted as favorite destinations of international tourists The tourism industry has made a great contribution to the socio-economic development of the country With the growing trend of the tourism industry, now many businesses have also boldly invested and engaged in business to exploit the benefits from this field Thanks to that, the service businesses accommodation, food and entertainment services ideas are appearing more and more to meet the needs of customers in the best way This gives customers more choices when they want to use any type of service This is what has created Therefore, the competition between business in the same field is extremely strong, along with the push for business units to research and launch new products and services, satisfying customers as well as attracting customers to the products and services of the enterprise Besides, the businesses need to constantly improve the quality of products and services to satisfy customers when their needs are satisfied Increasing customer demand, so to this, the businesses need to have specific solutions to be able to attract a large number of customers as well as ensure the stability of their business activities, revenue Get the best profit This is one of the most necessary moves for businesses Therefore, during the internship at New Orient Hotel, I decided to choose to research on the topic:" An Investigation into the Real Situation and GRADUATION THESIS 10 Supervisor: Tran Thi Minh Giang, Ph.D some Solutions to Enhancing Food and Beverage Services of Bistecca Restaurant at Orient Hotel Danang” Aims and Objectives 2.1 Aims - The study aims at: Identifying the importance of the service quality to attract the customer of the - restaurant Appreciating the real situation with the service quality of Bistecca restaurant - in New Orient Hotel Danang Suggesting solutions for improving the quality of service in Bistecca restaurant, New Orient Hotel Danang 2.2 Objectives In order to get these above-stated aims, the following objectives are set: - Introducing the basics of the service quality, find out the realities of restaurant - service attracting guests to the restaurant Offering solutions to improve the efficiency of attracting guests in Bistecca - restaurant, New Orient Hotel Danang Scope of the study About the content: The topic goes into evaluating the quality of food service at Bistecca restaurant, New Orient Hotel Danang through the evaluation opinions of customers staying at the hotel From then on, give appropriate • • orientations and solutions to improve service quality Regarding space: The study was carried out within the New Orient Hotel Danang, in the area of Da Nang City About time: Secondary data: Collecting data and documents on tourism in Da Nang province and Bistecca hotel from 2019–2021 Primary data: Customer survey data is conducted from January to April 2022 Method of the study GRADUATION THESIS 54 Supervisor: Tran Thi Minh Giang, Ph.D competition, learn skills from other chefs, thereby contributing to the introduction of the restaurant to the public widely  Building dishes of the best quality - The Board of Directors as well as the chefs must learn and grasp the diverse tastes and preferences of customers, doing this, the restaurant will be very successful in building quality dishes, ensuring food delicious, hygienic, contributing to customer satisfaction - The Board of Directors needs to regularly check food hygiene and safety in the kitchen area, clean it, wear gloves and masks when preparing food, wash hands with specialized soap; for the kitchen staff to check their health carefully, when the employee is sick, the food must be isolated immediately, - The Board of Directors needs to strictly control the source of imported materials, food must have clear origin; For poultry and livestock meat, there must be a quarantine certificate issued by the state aquatic agency - To bring the best quality of food, the restaurant needs to use the freshest, carefully selected foods, always in a fresh condition, keeping its original quality 5.2.3 - Adding and Improving Restaurant Equipment Liquidation of old items such as forks, spoons items that have been chipped such as plates, tea cups, cups Diners will not have an appetite when using items that are no longer new or have been used chipped to enjoy a meal, even this will give customers a bad impression of the restaurant's aesthetics and - service quality To ensure safety as well as aesthetics, it is advisable to replace the old food trays with new ones with anti-slip properties GRADUATION THESIS - 55 Supervisor: Tran Thi Minh Giang, Ph.D The restaurant should be decorated according to the characteristics of each season or according to the holidays and anniversaries of the year, making customers feel most comfortable and satisfied It is not necessary to change - the restaurant layout, just need to add vivid elements to create a new feeling The manager restaurant needs to periodically check the tools to capture the quantity and condition of the tools, thereby reporting and recommending replacement and replenishment if necessary In addition, specify personal responsibility for the management and use of the restaurant's assets CHAPTER CONCLUSIONS AND SUGGESTIONS 6.1 Conclusions Nowadays, the tourism industry also does not stop developing, particularly the hotel business Improving efficiency in business operation is the target which any hotel business enterprises try to achieve One of the best and most effective ways to improve efficiency in business operation is improving service quality Improving the service quality of a business establishment not only contributes to increasing revenue for that establishment, but also helps that GRADUATION THESIS 56 Supervisor: Tran Thi Minh Giang, Ph.D establishment create a strong foothold in the market Give your business a distinct highlight, helping to attract customers to your business Improving service quality at any business establishment must fully ensure the following factors: reliability, assurance, responsiveness, tangibles, and portability Only then can the service quality be guaranteed to be perfect Through my research project, I have collected useful information about service quality and criteria to improve service quality of the catering business The analysis of the current state of service quality of the food and beverage department at Bistecca restaurant has helped me formulate a number of measures to improve the service quality of this department Hopefully with this research topic, I can contribute some personal ideas to improve the service quality of Bistecca restaurant Due to the limitations of qualifications as well as the practice time, this topic is not really complete I hope for the help and suggestions of the teachers to make my topic more complete 6.2 Suggestions 6.2.1 Suggestions for the Overall Issues Firstly, the restaurant needs to change the food menu The food needs to be more diverse and there are many options for guests from many countries, even vegetarian It can be designed with some pictures of special food to attract more The quality of the food must be guaranteed and worth the money that guests spend GRADUATION THESIS 57 Supervisor: Tran Thi Minh Giang, Ph.D Secondly, the restaurant has to repair the air conditioning system to prevent water falling on guests' table and guests feel uncomfortable when the restaurant is too cold The music system and POS system are repaired as well Next, the manager and supervisor have to organize many training activities for staff, especially professional style and attitude according to – star standard The staff always listen and understand the needs of guests, be calm before unexpected situations and find the right solution Finally, Bistecca restaurant have to offer some promotions such as discounting, buy get 1(for beverage) … to attract more and upselling easier Trying to get more good comments on social media, especially on Tripadvisor, Traveloka… to promote the image of the restaurant more and more Moreover, the restaurant has to get more and more feedbacks from guests to understand the needs of guests as well as quickly overcome the points that guests are not satisfied 6.2.2 Suggestions for Duy Tan University I find that students not have enough chances to practice English with foreigners directly when they are at the university Therefore, the partly lack of confidence in communicating with foreigners So I think the university should regularly mix supplying students with theoretical information with English practice through practice activities, learning, and working, allowing students to correlate theory with practice, training, and improving their English skills Moreover, the university should also hold many conferences on career and training for the students to help them clearly orientate their future life Finally, I think the Faculty of English should extend the internship so that I can have more experience as well as complete the graduation project better GRADUATION THESIS 58 Supervisor: Tran Thi Minh Giang, Ph.D GRADUATION THESIS 59 Supervisor: Tran Thi Minh Giang, Ph.D REFERENCES [1] Pham Xuan Hau (2001), Quản trị chất lượng dịch vụ khách sạn du lịch, Hanoi National University - Hanoi [2] Nguyen Thi Tu (2014), Nghiệp vụ phục vụ khách sạn, Thong Ke publuishing company [3] Nguyen Van Manh, Hoang Thi Lan Huong (2008), Giáo trình quản trị kinh doanh khách sạn, National University of Economics ONLINE MATERIALS [4] https://www.neworienthoteldanang.com/ [5] https://www.traveloka.com/vi-vn/ [6] https://danang.gov.vn/ [7]https://vietnambiz.vn/chat-luong-dich-vu-service-quality-la-gi-nguyentac-danh-gia[8] https://luanvanviet.com/ GRADUATION THESIS 60 Supervisor: Tran Thi Minh Giang, Ph.D APPENDIX Sir/Madam! I am a student of Enlish for Tourism – Duy Tan University Now I am doing the research on the topic: “An Investigation into the Real Situation and some Solutions to Enhancing Food and Beverage Services of Bistecca Restaurant at New Orient Hotel Danang” The aim of this topic is to improve food and beverage services of Bistecca restaurant at New Orient Hotel Danang Your valuable opinions will help me fulfill this topic The information that you provide will be kept secret and it is used only for research purposes Thank you for your cooperation! I GENERAL INFORMATION Please put a cross in the appropriate box Who are you when you arrive to Bistecca restaurant? National tourists International tourists Local tourists How can you know about Bistecca restaurant? Friends, relatives Travel agents TV, internet Others How many times have you had meals at Bistecca restaurant? More than times Are you male or female? Male GRADUATION THESIS II 61 Supervisor: Tran Thi Minh Giang, Ph.D Female Your age group 18 - 29 30 -39 40 – 49 Over 50 Occupation Salary man Businessman Student Others YOUR REACTION TO THE SERVICE OF FOOD AND BEVERAGE BISTECCA RESTAURANT Please indicate your response to the following statements about Bistecca restaurant Totally disagree Disagree Normal Criteria Facilities and Equipment Modern equipment Impressive architecture Eating utensils Cozy space Harmonious Interior color The staff Serve customers quickly Ready to help customers Ableto answer customer inquiries Professional service Language standard Agree Totally agree Degree GRADUATION THESIS 62 Supervisor: Tran Thi Minh Giang, Ph.D Quality the F&B Good taste Good food quaility Decorate beautiful Popular menu Sanitary Price Thank you very much Wishing you a lot of health, success in your job and your life! GRADUATION THESIS 63 Supervisor: Tran Thi Minh Giang, Ph.D SUPERVISOR’S COMMENTS ... into the Real Situation and GRADUATION THESIS 10 Supervisor: Tran Thi Minh Giang, Ph.D some Solutions to Enhancing Food and Beverage Services of Bistecca Restaurant at Orient Hotel Danang? ?? Aims and. ..MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER TRAN THI KIM PHUNG An Investigation into the Real Situation and Some Solutions for Enhancing Food and Beverage. .. - restaurant, New Orient Hotel Danang Scope of the study About the content: The topic goes into evaluating the quality of food service at Bistecca restaurant, New Orient Hotel Danang through the