INTRODUCTION
Rationale
In today's rapidly developing economy, tourism has become an essential aspect of society, driving fierce competition among industries, particularly in the hotel, resort, and retail sectors The tourism and service industries play a crucial role in the economic structure, significantly contributing to national income Our country's tourism sector has experienced a remarkable increase in technological advancements, enhancing visitor experiences through a growing number of shops, hotels, resorts, and tourism trade villages To thrive in this competitive market, businesses must focus on improving service quality and implementing effective strategies to attract and satisfy customers.
Tourists are increasingly drawn to the culinary culture, landscapes, and arts of the cities they visit, leading to a significant rise in demand for dining, lodging, and entertainment options As a result, dining out is becoming more popular than cooking at home, with restaurants offering a wide array of delicious dishes in a sophisticated and relaxing atmosphere, perfect for special occasions like weddings and social gatherings In response to this trend, many accommodation providers are expanding their services to include culinary offerings, thereby increasing revenue and diversifying their product range.
Danang, recognized as Vietnam's most livable city, boasts a wealth of attractions and is a prime destination for tourism development, thanks to its stunning natural landscapes and rich cultural heritage A major highlight for visitors is the city's diverse culinary scene, which enhances the competitiveness of local resorts and hotels Among them, Vinpearl Resort & Spa stands out as a five-star accommodation known for its unique architecture and harmonious connection with nature Additionally, the resort's extensive experience in the restaurant industry significantly contributes to its revenue, making it a top choice for travelers.
With the theme “An Investigation into the Real Situation and Some
To enhance the service quality of the Food and Beverage Department at Vinpearl Resort & Spa Danang, it is essential to address key aspects of the resort's dining experience Implementing strategic solutions can significantly improve service quality, thereby boosting competitive advantage and ensuring a lasting positive impression on guests By focusing on these improvements, Vinpearl Resort & Spa Danang can solidify its reputation as a premier destination for exceptional food and beverage offerings.
Aims and Objective
The primary objective of this project is to assess the current state of the Food and Beverage department at Vinpearl Resort & Spa By analyzing its strengths and weaknesses, I aim to gain insights into existing challenges and develop recommendations to enhance the service quality in this department.
Scope of the Study
This study evaluates the current conditions of the Food and Beverage department at Vinpearl Resort & Spa, focusing on service quality to identify potential solutions and recommendations for improvement.
Methods of the Study
In my research process, I employed various methods to gather and analyze information Initially, I focused on collecting and processing documents, evaluating relevant data from books, newspapers, and websites Additionally, I conducted a thorough analysis of the current situation based on the gathered information to develop tailored solutions for the topic Finally, I synthesized the data using statistical and synthetic methodologies to ensure comprehensive insights.
Organization of the Study
To better serve the research and evaluation, this study is divided into five chapters:
Chapter 1 is the introduction of the graduation paper including rationale, aims and objectives, the scope of the study, the method of study and study organization.
Chapter 2 is the theoretical Background about resort business and Food and Beverage service
Chapter 3 is the case description describing the overview of Vinpearl Resort & Spa and Food and Beverage service at this resort.
Chapter 4 is the analysis and evaluation including real situation about service quality of Food and Beverage service.
Chapter 5 is the difficulties and solutions to improve the service department of Food and Beverages at Vinpearl Resort & Spa.
Chapter 6 is the conclusion and some suggestions to improve the service department of Food and Beverages at Vinpearl Resort & Spa.
THEORETICAL BACKGROUND
Resort
The concept of resorts and hotels originated in France during the seventeenth century and gained popularity in other countries by the late nineteenth century A key characteristic that differentiates a hotel from a resort is the availability of private bedrooms equipped with comprehensive amenities.
A resort is a self-contained commercial establishment that tries to provide most of a vacationer's wants, such as food, drink, swimming, lodging, sports, entertainment, and shopping, on the premises.
According to No.01/2000/TT-TCDL dated April 24, 2001 of the General Department of Tourism guiding the implementation of Decree No.39/2000/ND-CP of the Government on accommodation, clearly stated:
A resort is a unique type of hotel designed as a complex of villas, tourist apartments, and other accommodations, set in picturesque natural surroundings Its primary purpose is to provide guests with a relaxing environment for leisure and exploration According to the Faculty of Tourism at the National Economic University, this definition emphasizes the role of resorts in enhancing the travel experience.
A resort is a comprehensive facility that offers accommodation, dining, entertainment, and essential services for overnight guests, typically located in popular tourist destinations.
The origin of the word “resort” comes from the place of treatment and convalescence in developed countries Over time and imported to Vietnam,
“resort” has become a provider of high-class resort services for the elite group
The resort and hotel industry has evolved from merely providing overnight accommodations to offering a comprehensive experience that caters to the increasing demands of tourists As guest expectations have risen, resort owners have expanded their services to include a variety of activities, alongside food and beverage options, to enhance guest satisfaction This shift has led experts in the field to adopt two key concepts to better meet the diverse needs of visitors.
Resort or hotel business in the broad and narrow sense
In a narrow sense: Hotel business is only dedicated to serving the needs of sleep and relax for guests.
The hotel business involves providing essential services to meet the needs of visitors, reflecting the growing economy and improving quality of life that allows people to focus on their spiritual well-being As travel increases, competition among resorts intensifies, driving diversity within the industry to attract affluent guests Beyond traditional accommodations, there is a rapid expansion of facilities for meetings, social interactions, medical treatments, and entertainment This evolving landscape has led to a more dynamic resort business model that incorporates supplementary services such as entertainment, sports, medical care, and laundry.
The resort business not only offers self-employed services but also serves as an intermediary by selling products from various sectors of the national economy, including agriculture, processing, light industry, and banking services In essence, resorts provide their guests with unique services while facilitating the sale of diverse products to enhance the overall customer experience.
The resort industry is experiencing significant growth and diversification, leading to a broad interpretation of the concepts of resorts and hotels Today, people embrace both the expansive and specific meanings of these terms, reflecting the evolving landscape of hospitality.
Additional services are increasing in number, varied in form, and often tailored to the location, rank, type, size and target customer market of each accommodation property.
The resort business primarily focuses on delivering accommodation, food and beverage services, along with additional amenities, to satisfy the dining, lodging, and entertainment needs of guests at tourist destinations, all aimed at generating profit.
Based on the characteristics of the structure, location, structure, etc. Resort is divided into the following types:
Resorts are categorized by their purpose and location, including Beach Resorts, Ski Resorts, Golf Resorts, Spa Resorts, and Lake Resorts This classification is commonly recognized by both customers and industry professionals In Vietnam, the unique geography featuring an extensive coastline means that the majority of resorts are predominantly Beach Resorts, taking advantage of the scenic coastal views.
Classification according to the resort's position in relation to the primary target.
We’ll look at both destination and non-destination resorts here.
Destination resorts are popular accommodations located in famous tourist hotspots worldwide, attracting visitors who travel long distances to enjoy their amenities Typically, guests stay for around ten days, indulging in the beauty and activities offered by these resorts Notable examples include luxurious resorts in renowned beach destinations like Morocco, the Maldives, and Phuket.
Popular ski destinations like Whistler Blackcomb, Zermatt, and St Moritz attract many tourists, while non-destination resorts, located approximately 400 km from major cities, are less recognized In Vietnam, for instance, Vung Tau offers appealing resort options for those seeking a getaway.
Phan Thiet, Mui Ne, Can Tho compared to HCM ditty In contrast to Hanoi, Sapa, Ninh Binh, Quang Binh, etc.
Classification by time of operation
Resorts are often perceived as year-round hotels; however, many operate seasonally, categorizing them as Summer Resorts or Winter Resorts This classification, while less common, is widely recognized in the hospitality industry.
Summer resorts are predominantly popular in the North American market, operating from National Day to Labor Day In contrast, winter resorts attract visitors to renowned ski destinations during long winter holidays However, rising tourism demand and climate change have led to the evolution of these resorts into Year-Round Resorts A prime example is the Avoriaz Portes du Soleil Resort in France, located in the famous Alps, which transforms from a winter ski destination to a summer resort by offering hiking and biking activities.
Large space and close to nature
Modern resorts are typically situated near beaches or mountainous regions, featuring expansive grounds that include lush gardens, swimming pools, and entertainment facilities to cater to tourists seeking a tranquil environment Additionally, contemporary resort designs emphasize harmony with nature, resulting in airy, spacious, and aesthetically pleasing spaces.
‘while maintaining comfort and convenience for visitors Guests will be able to feel, appreciate, and mingle with nature in the most relaxed and wonderful way possible.
The unique architecture of Resort
Resort architecture is evolving, often featuring long blocks or individual villas designed to harmonize with nature using materials like wood and bamboo This contemporary approach emphasizes a unique architectural space, evident in the thoughtful arrangement of rooms and services, as well as innovative interior design By blending synchronized architecture with distinctive layouts, resorts create a captivating atmosphere that showcases stunning natural scenery and provides a unique vacation experience.
Restaurant
A restaurant is a venue dedicated to preparing and serving food and beverages to customers on-site, aiming to generate economic profits It caters to a diverse clientele or may focus on a specific group The operational styles of restaurants are varied, featuring unique themes, menus, and drink offerings, making them a vital component of the food and beverage (F&B) industry.
The restaurant business involves the preparation, sale, and service of food and beverages, along with additional services aimed at meeting the dining and entertainment needs of customers in hotels or resorts, all designed to generate profit.
Classifying restaurants is the first necessary job to help define the target customers to exploit the restaurant business effectively.
In fact today in Vietnam, people often use the following criteria as a basis for classifying restaurants:
Classified according to the menu
Restaurants can be categorized based on the typical dishes of their respective countries, regions, or continents, leading to classifications such as French, Vietnamese, Italian, European, and Asian restaurants This method of classification is widely recognized and commonly utilized.
This type of classification is usually the only relative, sometimes it is difficult to determine which category the service facility belongs to They are often divided into:
The small restaurant is a restaurant with a size of fewer than 50 seats.
The medium restaurant is a restaurant with a size from over 50 seats to
The large restaurant is a restaurant with a size of more than 150 seats.
While service quality is a qualitative factor, the quality of service is often heavily influenced by the subjective assessments of customers Therefore, this indicator is just relative
The affordable restaurant is a restaurant with modest quality, average price, and limited service types.
A standard restaurant offers a diverse range of high-quality dining and drinking options, adhering to specific service standards Typically priced above average, these establishments cater to a moderate number of customers, ensuring a balanced dining experience.
Luxury restaurants offer a premium dining experience characterized by high-quality cuisine, diverse service options, and elevated prices tailored to affluent clientele Typically located within upscale hotels or resorts, these establishments cater to discerning guests seeking exceptional culinary and service standards.
Classified by form of service
The selected restaurant boasts a diverse menu featuring a wide array of dishes and drinks to cater to various customer preferences, complemented by a team of skilled service staff dedicated to providing an exceptional dining experience.
A Cap-rate restaurant is a type of restaurant that serves pre-ordered meals Prices and predetermined menus, services are usually groups and groups.
The self-service restaurant is a type of restaurant where customers can choose hot and cold dishes and drinks with fixed prices for all types of customers.
The coffee shop with food service is one that serves coffee, snacks, quick-service, and usually ready-made food.
Fast food restaurants cater to the demand for quick meals, aligning with modern industrial lifestyles These establishments are commonly found in shopping centers and large urban areas, functioning similarly to coffee shops by offering a variety of food options.
Banquet restaurant is a restaurant serving various types of parties such as summation conferences, weddings, parties, etc.
Depending on where the affiliated restaurant operates, we will classify them into restaurants in hotels, restaurants in shopping malls, chain restaurants… with individual restaurants.
Classified by form of ownership
In our country, a rarely seen classification system is utilized primarily for investors and restaurant business experts This system categorizes entities into various types, including private, state, joint venture, and joint-stock classifications.
2.2.3 Features of restaurant in the resort
The resort's restaurant caters to the dining and drinking needs of various guests, including tourists, conference attendees, and hotel residents, while also hosting weddings and birthday parties It offers two main categories of products: house-made dishes and a selection of beverages, including alcohol and mineral water.
The restaurant in resort serves guests from 6 Am to 24 hours daily, ‘with a service area 24/24h.
The resort's restaurant employs skilled manual workers, particularly in the processing department, to meet the diverse dining needs of customers Revenue fluctuates monthly, reflecting varying customer demand for meals.
2.2.4 The role of restaurant in the resort
The resort's restaurant plays a crucial role in ensuring a seamless and efficient operation, catering to the dining needs of guests while fostering friendly relations and cooperation among diverse cultures It not only enhances the guest experience by providing opportunities to explore local culture and community life but also helps create jobs for employees By establishing a unique culinary identity, the restaurant attracts visitors and satisfies their culinary desires, ultimately generating revenue that significantly contributes to the resort's overall monthly income.
2.2.5 Function of the restaurant in the Resort
The primary role of a restaurant within a resort is to provide food and beverages, catering to the dining needs of hotel and resort guests This essential service plays a crucial part in the resort industry, ensuring that the immediate desires of today's travelers are met, emphasizing not just quality dining but also an overall enjoyable experience.
Several restaurants at the resort cater to staff dining and offer additional services, including banquet organization, buffet arrangements for seminars, and personalized party planning upon guest request.
Food and Beverage Department
2.3.1 Introduction to the Food and Beverage Department
The Food and Beverage Service Department plays a crucial role in the hospitality industry, whether as a component of a large hotel, a tourism enterprise, or an independent business This department is dedicated to delivering prepared food and beverages in a welcoming manner, tailored to meet customer preferences and demands.
This department is the second highest revenue generator after the front office, playing a crucial role in menu design and development, pricing strategies, portion and wastage control, and fostering customer-staff relations Additionally, it focuses on staff training, encompassing two main operational areas.
A bar is an establishment where a variety of beverages are served, often accompanied by a selection of snacks Known for their quick and efficient service, bars come in many forms, including formal bars, pubs, cocktail bars, wine bars, beach bars, pool bars, and juice bars, catering to diverse preferences and atmospheres.
Restaurant (Dining services): Restaurants are places where food & drink is served.
2.3.2 Duties of the Food and Beverage Department in the resort
Greeting customers and answer their questions about menu items and specials
Taking food or drink orders from customers
Relaying customers’ orders to other kitchen staff
Preparing food and drink orders, such as sandwiches, salads, and coffee
Serving food and drinks to customers at a counter, at a stand, or in a hotel room
Cleaning assigned work areas, dining tables, or serving counters
Replenishing and stock service stations, cabinets, and tables
Setting tables or prepare food trays for new customers
Accepting payments and balance receipts
2.3.3 Part under the Food and Beverage Department
Restaurants play a vital role in catering to the dining needs of hotel guests, resort visitors, and attendees of conferences and seminars They also organize various events, such as birthday and proposal parties, tailored to customer requests The revenue generated by restaurants within the food and beverage sector can significantly vary based on demand and seasonal trends.
A lobby bar, typically found in 3 to 5-star hotels and resorts, offers guests a welcoming atmosphere with complimentary drinks while they await check-in These bars serve a variety of refreshments, including gourmet coffee and exquisite cocktails, available throughout the day Many establishments enhance their appeal by hosting Happy Hours and High Tea programs, drawing in visitors and creating a vibrant social space.
Room service provides catering services directly to guests in their accommodations upon request Typically available 24/7 in hotels and resorts rated four stars and above, the operation of room service may vary based on individual hotel policies, functioning either independently or under the hotel's restaurant management.
Banquet: is a division that provides meeting, event planning services with a variety of parties required by customers Banquet activities bring a great source of revenue for Division F&B.
The Executive Lounge, typically found in 4-5 star hotels and resorts, offers exclusive services for VIP guests This special area provides a selection of high-quality food and drinks, served with exceptional attention and professionalism, albeit in limited quantities compared to the main restaurant.
The kitchen staff will be responsible for preparing all dishes served at the hotel or resort, adhering to strict food hygiene and safety standards They will also focus on developing innovative recipes that highlight local culinary traditions.
‘brand for the hotel or resort to attract customers.
In addition, depending on the actual size and demand that the hotel will have other F&B parts: Club, Rooftop bar
2.3.4 Requirements for the Food and Beverage staff
Being a part of the service industry, the F&B staff needs to have the following qualities and competencies The staff members are required three main factors:
A professional working style and positive attitude are essential for personal growth and success in the hospitality industry Restaurants and hotels prioritize training new employees to develop appropriate work behaviors All service staff must adhere to key guidelines, including maintaining neat and clean uniforms, having tidy hair, exhibiting an agile and dynamic demeanor while remaining charming, and punctuality in accordance with industry standards.
Effective communication skills are essential in all professions, particularly for service staff who interact directly with customers These skills play a crucial role in ensuring customer satisfaction, positively impacting their overall experience with the restaurant and its offerings.
Effective problem-solving skills are essential in a restaurant environment, where staff frequently interact with diverse personalities and may encounter difficult customers or complaints It is crucial for restaurant employees to remain calm and prioritize customer interests while addressing issues Employing strategic approaches can help persuade customers without compromising the restaurant's reputation In challenging situations, staff should seek guidance from managers or superiors to ensure a satisfactory resolution.
In addition, There are also other requirements such as:
Equiping themselves with basic etiquettes and mannerism
Understanding their respective roles and responsibilities in the hotel
Wearing a clean and neat uniform with the same accessories and footwear.
Possessing the ability to tackle tricky situations
Conducting themselves with professionalism, a positive attitude, and cooperative nature.
Knowing about local tourism, service at the organization and outside.
Being good at communication skills
Quality of service of Food & Beverage department in Resort
2.4.1 Definition of quality of service
Service is fundamentally shaped by the interactions among employees, customers, and the organization's facilities, viewed through a systemic lens The concept of service quality is inherently complex and challenging to define, as it is both subjective and relative Customers evaluate quality based on specific characteristics of the service provided, leading to varied perceptions and statements regarding their experiences.
The concept of "perception" in service quality involves evaluating a service based on its visual attributes Due to the intangible nature of services, consumers often depend on their senses, particularly sight, to judge quality rather than experiencing the service itself This evaluation is influenced significantly by the physical appearance of the service provider.
“Corporeity” concept of service quality: it is the features of service products that allow customers to see, touch.
"Experience”concept of service quality: it is quality that customers can only evaluate after use as well as have certain experience.
The concept of "trust" in service quality refers to how customers evaluate product quality based on the service provider's reputation and prestige A company's reputation significantly influences customer trust; the more reputable a business is, the greater the level of trust in its services.
In short: service quality is determined by comparing the level of expectation to the level of customer satisfaction in a customer cumulative assessment process.
2.4.2 The factors affecting the quality of the food and beverage service 2.4.2.1 The staff
A key factor that sets this product apart from standard commodities is its emphasis on quality and service Even a resort equipped with state-of-the-art amenities will fail to ensure guest satisfaction if it lacks skilled staff, resulting in a perception of poor service quality Therefore, the evaluation of the hotel management and personnel is crucial in determining the overall quality of the workforce.
Effective management is essential for guiding service team staff during the delivery of products and services, as they can be easily misled Utilizing the right timing and approach can lead to positive outcomes, while neglecting these factors may harm the company Therefore, management must have professional qualifications, strong leadership skills, effective communication abilities, and respect from lower-level employees to ensure success.
Service personnel are the individuals responsible for directly delivering products and services to customers In a resort setting that demands high-quality professional service, the evaluation of staff quality is based on specific criteria.
The relationship between guests and staff and between employees
In the modern restaurant industry, technical facilities play a crucial role, influenced by the restaurant's type, capacity, and rating Large, luxurious restaurants boast comprehensive technical setups to accommodate diverse cuisines and a high volume of guests, while smaller establishments focus on meeting the specific needs of fewer patrons The location of a restaurant significantly impacts its customer capacity; those situated near major thoroughfares, city centers, or scenic areas attract more visitors seeking not only delicious food but also an appealing ambiance Thus, a restaurant's strategic positioning and well-designed technical facilities are essential for maximizing customer service and satisfaction.
Restaurants will be able to operate more efficiently because to the harmonic balance of terrain and technical facilities.
Customer demand for the eatery is significant, with expectations for high-quality service and satisfaction The hotel's facilities are well-equipped to meet these elevated demands, ensuring that the value of each unit of capacity remains consistently high.
The restaurant's technical facilities are experiencing significant wear and tear, both tangible and intangible, due to prolonged use Therefore, it is crucial to carefully assess the initial investment in architecture to ensure long-term suitability and minimize the need for frequent renovations and upgrades.
The resort's environment plays a crucial role in shaping the customer experience during their stay For hotel managers, evaluating the quality of services must include a thorough consideration of the surrounding environment Safety is often a primary focus when assessing the overall atmosphere of a resort, highlighting its importance in ensuring guest satisfaction.
Environmental elements can also refer to any and all aspects that influence the customer's perception and evaluation of service quality, such as sound, temperature, light, cleanliness, and so on.
2.4.2.3 The quality of food and beverage
The quality of food and beverages significantly influences customers' perceptions of service quality at resorts Guests evaluate the resort's offerings based on product quality, making it essential for every human interaction to align with a high standard Several factors can affect customers' opinions about these products, highlighting the importance of maintaining consistent quality in every aspect of service.
The presentation of food and beverages plays a vital role in capturing customer attention, making the visual appeal of dishes essential Restaurants often utilize white plates to enhance the vibrancy of colorful foods and choose elegant glasses for cocktails, highlighting the importance of thoughtful adornment in creating an enticing dining experience.
A delicious meal should not only be visually stunning but also possess a captivating aroma and harmonious flavors To achieve this, it's essential to use the freshest and most thoughtfully selected ingredients Regularly assessing the nutritional quality and freshness of these components is crucial for ensuring an exceptional dining experience.
CASE DESCRIPTION
Overview of Vinpearl Resort & Spa
3.1.1 General Information of Vinpearl Resort & Spa
Name of company: Vinpearl Resort & Spa
Address: 23 Truong Sa Street, Hoa Hai Ward, Ngu Hanh Son District, Da Nang
Website: https://vinpearl.com/vi
Email: info.VPRSDN@vinpearl.com
Vinpearl Resort & Spa Da Nang, situated just a 15-minute drive from the airport and 800 meters from the Marble Mountains, boasts a prime location on Non Nuoc Beach Managed by Vingroup, this resort is a must-visit for tourists exploring Da Nang city, offering a luxurious yet inviting atmosphere coupled with dedicated service.
Vinpearl Resort & Spa, inspired by the vision of a 5-star resort complex, commenced construction in late October 2015 and was completed by the end of 2016 This premier destination offers investors the opportunity to acquire luxury villas while also serving as an upscale tourist attraction.
Vinpearl Resort & Spa Da Nang offers 122 unique and sophisticated villas, designed in an elegant neoclassical style, each featuring stunning sea or lake views and private pools Ranging from 345.6 to 732.1 m² with 2-4 bedrooms, these villas are surrounded by tranquil water, enhancing the romantic ambiance of the resort Guests can enjoy a delightful dining experience at the resort's diverse restaurants and bars, including the buffet-style Triton Restaurant and the inviting Triton Bar and Monsoon Lounge Bar, which serve a variety of drinks and snacks.
Triton 1, 2, and 3 restaurants each feature distinct decor and offer an international buffet menu that blends unique Asian and European cuisine Triton 1 boasts a pleasant atmosphere with a spacious open-air area, while Triton 2 presents a magnificent and comfortable dining room with panoramic views of the villas and pool Diners at Triton 3 can also enjoy stunning vistas of the swimming pool and luxurious architectural designs of the high-end residences.
Triton bar: a diverse menu of aromatic teas, delicious coffees, attractive drinks or cakes and snacks for you to choose from.
Moonsoon lounge: Serving cocktails and snacks
In addition, it has additional services such as laundry, swimming pool, tennis court, gym, spa, kid's club, souvenir shop, the organization of wedding, meetings & events, etc.
3.1.2 The organizational structure of Vinpearl Resort & Spa
Diagram 1: Organization Structure of Vinpearl Resort & Spa
The General Director is the leader of the Vinpearl Resort & Spa, overseeing all business operations and ensuring compliance with legal standards Supporting the General Director is the Deputy Director, who assists in managing the resort's activities and staff.
Swimming pool Kid’s club Gym Gold
The chef collaborates with the director to establish regulations and recommended plans for various departments, including reception, housekeeping, food and beverage, and sales Additionally, the chef is responsible for conducting regular inspections and providing guidance to ensure that each department effectively fulfills its assigned tasks.
In a hotel setting, various departments such as marketing, maintenance, human resources, accounting, and spa services collaborate to achieve the income goals established by management This interdepartmental support is crucial for the hotel to successfully meet its revenue and target objectives.
An overview of the foo d and beverage department
3.2.1 The organizational structure of the food and beverage department
Diagram 2: Organization Structure of the food and beverage department
(Source: Internal Vinpearl Resort & Spa) Employees in each department are in constant communication and support one another.
Waiters are organized to work in shifts with three shifts main:
The implementation of three working shifts ensures that guests receive attentive service, allowing them to relax and enjoy their meals at the resort with complete confidence.
During conferences, parties, and events with large guest numbers and specific meal times, employees are scheduled in suitable shifts to guarantee timely and high-quality service for all attendees.
3.2.2 Function and Duties of the Food and Beverage department
The restaurant manager plays a crucial role in overseeing and managing all staff and operations within the establishment They are responsible for making key decisions regarding strategy, planning, and development direction Additionally, the manager must address unexpected and serious issues, often requiring their approval Their responsibilities also include selecting, training, and developing staff to meet hotel standards, establishing rules and regulations, and implementing reward systems for employees Furthermore, the manager is tasked with planning advertising and marketing strategies for the restaurant's offerings.
The beverage manager oversees the entire bar operation, which includes managing inventory, purchasing supplies, and coordinating with bartenders to ensure stock levels are accurate Additionally, they are responsible for training bartenders on the restaurant's policies and procedures The beverage manager also takes orders and maintains regular communication with beverage company representatives.
The restaurant manager is in charge of overseeing all areas of the establishment, including maintenance, cleanliness, security, and organization.
The role of a restaurant manager encompasses overseeing staff activities, fostering a positive working environment, and training servers on food presentation Additionally, they are responsible for explaining new recipes to the team and managing food supply orders to ensure smooth operations.
The executive chef plays a crucial role in maintaining high-quality dishes, ensuring timely service, and identifying any issues that arise in the kitchen This position involves inspecting and approving all food items before they are served, as well as innovating and modifying recipes to create new culinary offerings.
In most kitchens, chef's assistants play a crucial role in meal preparation, handling a variety of tasks from main courses to salads Depending on the kitchen's size, an assistant may specialize in a specific station or manage the preparation of all necessary dishes.
The employee is responsible for cleaning all utensils cleared by the waiter after customer use, including dishes, cups, and cutlery, ensuring they are sanitized and ready for the next service.
Bartenders play a crucial role in enhancing the dining experience by crafting delicious, nutritious, and visually appealing drinks that entice customers They must be both meticulous and efficient, ensuring that their bar area remains clean and organized while delivering exceptional service.
Waiters and waitresses serve as the primary point of contact for guests utilizing food and beverage services in restaurants They also collaborate with other departments, such as baristas and kitchen staff, to address any immediate needs and provide exceptional customer service.
The receptionist plays a crucial role as the initial and final point of contact for customers at large hotels, serving morning coffee, afternoon tea, and wine during meal times Additionally, the lobby staff ensures the cleanliness and organization of the hotel lobby, contributing to an inviting atmosphere for guests.
The staff member is tasked with managing invoice storage, printing, and collecting payments from customers, as well as verifying guest information for front desk transfer when room charges apply for food service Precision and attention to detail are essential for this role, as any mistakes in billing or payment processing are the sole responsibility of the employee.
3.2.3 The educational background of staff at Vinpearl Resort & Spa
University College Intermediate level Quantity % Quantity % Quantity %
Table 1: The educational background of staff in the F&B department
The employee distribution at Vinpearl Resort & Spa reveals that 50% of the staff hold university degrees, occupying key roles such as managers, chefs, and assistant cooks, which is essential for the resort's operational success The presence of highly qualified personnel in critical positions underscores the importance of expertise and professionalism in enhancing the resort's image Additionally, 11 out of 45 employees possess intermediate qualifications, working in roles like stewards, waiters, and assistant chefs These employees are equipped with essential soft skills, language proficiency, and teamwork abilities, developed through their four-year university education, ensuring a well-rounded workforce.
3.2.4 The qualification of staff at Vinpearl Resort & Spa
(Source: Internal Vinpearl Resort & Spa)
Table 2: The qualification of staff in the F&B department
The total number of employees of the food and beverage department includes 45 people, of which 26 are in the service and bar department and 19 are in the kitchen department.
The service and bar department:
The department comprises 26 employees, with a gender distribution of 61% female and 39% male, reflecting the restaurant industry's need for high tolerance and effective communication skills Most employees, aged between 20 and 35, represent 95% of the workforce, contributing to enhanced business efficiency and customer service quality While the majority are proficient in PowerPoint, Excel, and Word, their limited foreign language skills hinder their ability to fully meet guest needs, although some staff members can communicate in Korean and Chinese.
With over 45% of kitchen department employees aged 35 and above, the workforce exhibits a high average age, indicating significant experience and skill levels Notably, 36.4% of staff are classified at skill level 7, while experts make up 9.1% of the service team However, due to limited customer interaction, foreign language proficiency in this department remains low.
3.2.5 Facilities of the F&B at Vinpearl Resort & Spa
Price of buffer at Vinpeal Resort & Spa
4.1.1 The results of food service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020
Table 4: Revenue structure of food service from 2018 to 2020
ANALYSIS AND EVALUATION
Analysis
4.1.1 The results of food service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020
Table 4: Revenue structure of food service from 2018 to 2020
Figure1: The revenue of food service in the period 2018-2020
Revenue from family-wedding parties decreased significantly from 476.3 million VND in 2019 to 317.6 billion VND in 2020 Although buffet revenue had previously shown consistent growth, rising from 1,172.9 billion VND in 2019, it experienced a decline of 1,003 billion VND in 2020 Despite this drop, the buffet remains a key strength of the resort, contributing to 70% of the total food service revenue within a single year.
The resort offers breakfast as a complimentary service with accommodation, making it challenging to attract outside guests for breakfast To enhance operational efficiency, it's essential to implement strategies that encourage more guests to utilize the accommodation services.
Alacarte revenue is declining due to the rising costs associated with this dining option This service is typically favored by conference attendees, seminar participants, and affluent guests.
In 2020, the restaurant business at Vinpearl Resort & Spa experienced instability due to the adverse effects of the Covid-19 pandemic, which significantly impacted the tourism industry Consequently, this led to a decline in both revenue and profits for the restaurant.
4.1.2 The results of beverage service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020
Table 5: Revenue structure of beverage service from 2018 to 2020
Drinks that have been prepared
Drinks that have been prepared
Figure 2: The revenue of beverage service in the period 2018-2020
The bar chart illustrates a significant growth in the revenue generated by the beverage service sector of Vinpearl Resort & Spa, with total earnings escalating from 830 billion VND in 2018 to 986 billion VND in recent years.
In 2020, the resort experienced a significant 41 percent increase in revenue, with party drinks contributing a substantial 62% to the overall beverage service revenue This success highlights the resort's effective development of its food and beverage services, aligning with market demands and reinforcing its reputation for quality service.
Evaluation
4.2.1 Evaluation of the quality of the F&B based on guest's feedback
According to a survey conducted by 100 guests using services in the F&B department
Knowledge Foreign language serving attitude Experience
Table 6: Guests’ evaluation on staff
The satisfaction level among guests regarding service staff is generally positive, indicating professionalism and quality in service delivery Evaluations reveal that while most guests are pleased with the staff's knowledge in the food and beverage sector, a small minority (2 out of 100) expressed dissatisfaction In terms of experience, 15% of guests reported being very satisfied, 39% satisfied, and 33% at a normal level, suggesting that overall satisfaction surpasses dissatisfaction, with only 3% of tourists expressing discontent Regarding serving attitude, over 50% of guests rated their satisfaction positively, although 13% reported moderate dissatisfaction and 10% were dissatisfied For foreign language proficiency, 13% of guests were very satisfied, 23% satisfied, and 37% at a normal level, while 15% expressed moderate dissatisfaction and 12% dissatisfaction, indicating a notable level of discontent in this area.
4.2.1.2 Guests’ evaluation on Food and Drink
Very satisficed Satisfied Normal Quite dissatisfied Dissatisfied The proportion of the quality of
Table 7: Guests’ evaluation on Food and Drink
Table 7 presents guest evaluations on the satisfaction levels regarding the quality of food and drink service, revealing that all guests expressed satisfaction; 34% were very satisfied, 45% satisfied, 12% at an average level, and 9% quite satisfied, with no guests reporting dissatisfaction Vinpearl Resort & Spa offers a diverse menu featuring delicacies such as beefsteaks, sushi, spaghetti, pumpkin soup, cakes, fruit, ice cream, mixed fruit juices, smoothies, soda, tea, and coffee.
4.2.1.3 Guests’ evaluation on price policy
Evaluation Criteria cheap reasonable expensive
The proportion of price policy 10(10%) 25(25%) 65(65%)
Table 8: Guests’ evaluation on price policy
The analysis reveals that the resort's pricing remains excessively high relative to the services offered, with only 10% of tourists expressing satisfaction with the low-cost option Additionally, the affordable pricing tier sees a satisfaction rate of just 25%, indicating that only a quarter of guests are content In contrast, a significant 65% of visitors find the high prices unacceptable, highlighting the disconnect between cost and customer satisfaction at the resort.
4.2.1.4 Guests’ evaluation on food hygiene and safety
The quality of food hygiene and safety
Table 9: Guests’ evaluation on food hygiene and safety
Table 9 presents insights into guest satisfaction levels regarding accommodation, highlighting that a significant portion of tourists prioritize food hygiene and safety in their evaluations Guests assess their experiences based on criteria such as cleanliness, quality of facilities, and overall ambiance Emphasizing food hygiene and safety is crucial in the food and beverage service industry.
Very satisficed Satisfied Normal Quite dissatisfied Dissatisfied
The quality of technical facilities
Table 10: Guests’ evaluation on facilities
According to Table 10, nearly all guests express satisfaction with the resort's technical facilities, although 10 out of 100 guests remain dissatisfied To enhance the overall guest experience and create a lasting impression, it is essential to improve the quality of these technical amenities.
4.2.2.1 The strengths of the F&B department at Vinpearl Resort & Spa
Guests evaluated the quality of the food and beverage division, highlighting that the overall perception among tourists is centered on meeting their expectations This reflects the dedicated efforts of both management and staff, showcasing effective and harmonious coordination in service delivery.
Food and drink options cater to every tourist's taste, with 45% highlighting the importance of satisfying guests' culinary preferences Making reservations in advance ensures a seamless dining experience, allowing ample time for enjoyment The focus is on providing delicious and delectable dishes tailored to individual preferences, enhancing the overall guest experience.
Food hygiene and safety are crucial, accounting for 46% of the process, which involves maintaining cleanliness, utilizing appropriate equipment, ensuring a cool environment, and verifying food information The food and beverage division prioritizes checking expiration dates during food and drink preparation to prevent any risk of guest poisoning.
The service staff is enthusiastic, attentive, and agile throughout the route, has good experience (39%) and knowledge (41%), and meets the necessary requirements for guests when coming to the resort.
The food and beverage department at the resort generally offers good quality; however, guest satisfaction remains low Even minor mistakes can significantly diminish the perceived quality, failing to meet guest expectations To enhance the overall experience, the resort should focus on consolidating and improving its services for better quality assurance.
The resort's success can be attributed to its delicious and hygienic food, which consistently satisfies visitors The young and dynamic staff, known for their enthusiasm and experience, ensure prompt service Agility in all circumstances is a crucial requirement for tour services, and the skilled service team adeptly handles any arising situations Additionally, attractive promotional policies during the low season effectively draw in guests and cultivate their needs.
4.2.2.2 The weaknesses of the F&B department at Vinpearl Resort & Spa
Every reputable business, including resorts, inevitably faces defects that can stem from both objective and subjective factors These issues can lead to errors that adversely impact the quality of services offered by the resort.
Customer reviews indicate that the resort's food and drink prices are now significantly higher than those of competing resorts, with 65% of respondents noting this trend As a result, low- and middle-income tourists may be discouraged from dining at the resort's restaurants, as the elevated prices exceed their budgetary constraints.
While many customers appreciate the service staff, there are notable concerns, with 12% citing language barriers and 10% criticizing poor service attitudes Customers express dissatisfaction with staff interactions, highlighting issues such as emotional control and a lack of attentiveness to feedback Additionally, the staff's insufficient knowledge in various areas hampers their ability to address all inquiries effectively, resulting in a less than fluent presentation when guiding visitors These factors contribute to a decline in overall service quality.
Despite being a 5-star resort, the catering service falls short with inadequate utensils like bowls, plates, knives, and spoons, leading to a lack of organization and synchronization Additionally, the menu offers limited Vietnamese dishes such as pho, bun bo, bun cha, and my quang, while many set menus do not adequately cater to the culinary preferences of guests.