AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BAVERAGE DEPARTMENT OF VINPEARL RESORT & SPA DANANG

81 - DL DUY TAN UNIVERSITY FACULTY OF ENGLISH DO DIEU KHANH VY – GRADUATION PAPER IN ENGLISH LINGUISTICS - 2022 DO DIEU KHANH VY AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BAVERAGE DEPARTMENT OF VINPEARL RESORT & SPA DANANG GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2022 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BAVERAGE DEPARTMENT OF VINPEARL RESORT & SPA DANANG Major: English for Tourism SUPERVISOR : LE THI OANH, M.A STUDENT : DO DIEU KHANH VY CLASS : K24 NAD6 STUDENT CODE: 24203204411 DA NANG, 2022 Student: Do Dieu Khanh Vy Code: 24203204411 i Graduation Papre Supervisor: Le Thi Oanh, M.A ACKNOWLEDGEMENT During the period of months, the outcome of this graduation requires a lot of guidance and assistance from my teachers, my classmates and the management board of the university Whatever I have done is only due to a lot of help and I would not forget to say thanks to those who assisted me First of all, I would like to express my deepest gratitude to Ms Le Thi Oanh, who actively supported me in completing the project She is always the one who enthusiastically and thoughtfully answers the questions, carefully pointing out each mistake and assisting me in grasping the error and improving I feel really lucky to have her guidance Secondly, I would like to thank all of the teachers at Duy Tan University, especially those of English Department Their knowledge helps me too much when I wrote this paper Finally, I am thankful to the managers and staff for their help and provide me valuable information and guidance for my report I wish you of all good health and happiness! Danang, May, 2020 DO DIEU KHANH VY Student: Do Dieu Khanh Vy Code: 24203204411 ii Graduation Papre Supervisor: Le Thi Oanh, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, the graduation paper 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 Student: Do Dieu Khanh Vy Code: 24203204411 iii Graduation Papre Supervisor: Le Thi Oanh, M.A ABSTRACT The quality of service in the Food and Beverage Department plays a vitally important role in defining a successful business The major objective of this research paper is investigates the current situation of Food and Beverage Department in Vinpearl Resort & Spa and give some solutions to solve it and improve the service quality of this department This case study is carried out based on the theoretical background, the experiences and the questionnaires To find the result, I will gather all of the main related information about weaknesses and strengths of quality of service of Food and Beverage department through my survey, finding and observation Base on this information, I will give out some solutions to improve the quality service of Food and Beverage Department in Vinpearl Resort & Spa Student: Do Dieu Khanh Vy Code: 24203204411 iv Graduation Papre Supervisor: Le Thi Oanh, M.A LIST OF ABBREVIATION F&B: Food and Beverage HR: Human Resource Student: Do Dieu Khanh Vy Code: 24203204411 v Graduation Papre Supervisor: Le Thi Oanh, M.A LIST OF TABLES AND FIGURES Diagram 1: Organization Structure of Vinpearl Resort & Spa 23 Diagram 2: Organization Structure of the food and beverage department 24 Table 1: The educational background of staff in the F&B department 27 Table 2: The qualification of staff in the F&B department 28 Table 3: Vinpearl Resort & Spa’s Facility 30 Table 4: Revenue structure of food service from 2018 to 2020 40 Table 5: Revenue structure of beverage service from 2018 to 2020 .42 Table 6: Guests’ evaluation on staff 44 Table 7: Guests’ evaluation on Food and Drink 45 Table 8: Guests’ evaluation on price policy 45 Table 9: Guests’ evaluation on food hygiene and safety .46 Table 10: Guests’ evaluation on technical facilities 46 Figure1: The revenue of food service in the period 2018-2020 41 Figure 2: The revenue of beverage service in the period 2018-2020 43 Student: Do Dieu Khanh Vy Code: 24203204411 vi Graduation Papre Supervisor: Le Thi Oanh, M.A TABLE OF CONTENTS ACKNOWLEDGEMENT .i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF ABBREVIATION iv LIST OF TABLES AND FIGURES v CHAPTER 1: INTRODUCTION 1.1 Rationale 1.2 Aims and Objective 1.3 Scope of the Study .2 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Resort 2.1.1 Definition of resort .4 2.1.2 Definition of resort business .5 2.1.3 Classification of resort 2.1.4 Feature of resort 2.2 Restaurant 2.2.1 The concept of restaurant 2.2.2 Classification of restaurant .10 2.2.3 Features of restaurant in the resort 12 2.3 Food and Beverage Department 13 2.3.1 Introduction to the Food and Beverage Department 13 2.3.2 Duties of the Food and Beverage Department in the resort .13 2.3.3 Part under the Food and Beverage Department 14 2.3.4 Requirements for the Food and Beverage staff 15 2.4 Quality of service of Food & Beverage department in Resort 16 2.4.2 The factors affecting the quality of the food and beverage service 17 2.4.2.2 Facilities 18 2.4.2.3 The quality of food and beverage 19 CHAPTER 3: CASE DESCRIPTION 21 3.1 Overview of Vinpearl Resort & Spa 21 3.1.1 General Information of Vinpearl Resort & Spa 21 3.1.2 The organizational structure of Vinpearl Resort & Spa 23 3.2 An overview of the food and beverage department 24 3.2.3 The educational background of staff at Vinpearl Resort & Spa .27 3.2.4 The qualification of staff at Vinpearl Resort & Spa 28 3.2.5 Facilities of the F&B at Vinpearl Resort & Spa .30 .31 Hot food tables 31 .31 4-Burner Gas Hot Plate 31 Student: Do Dieu Khanh Vy Code: 24203204411 vii Graduation Papre Supervisor: Le Thi Oanh, M.A 10 31 Multiple deep fryers 31 19 31 Beverage ware .31 20 31 Air conditioning 31 3.2.6 The servicing process at Vinpearl Resort & Spa 31 3.4 Customer coming to Vinpear Resort & Spa .34 3.4.1 Domestic customers 34 3.5 Menu and price of Vinpeal Resort & Spa 35 CHAPTER 4: ANALYSIS AND EVALUATION 39 4.1 Analysis 39 4.1.1 The results of food service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020 39 4.1.2 The results of beverage service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020 .41 4.2 Evaluation 42 4.2.1 Evaluation of the quality of the F&B based on guest's feedback .42 4.2.1.3 Guests’ evaluation on price policy 44 4.2.2 General Evaluation 46 CHAPTER 5: DIFFICULTIES AND SOLUTIONS .48 5.1 Difficulties .48 5.2 Solutions 48 5.2.1 Improving the quality of labor force 48 5.2.2 Improving, innovating, and completing technical facilities .50 5.2.3 Diversifying products and enriching the menu 51 5.2.4 Ensuring a steady supply of food and raw resources that is both high-quality and safe .51 CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 53 6.2.1 Suggestions for Vinpearl Resort & Spa 54 6.2.2 Suggestions for Faculty of English 54 REFERECES 56 QUESTIONAIRE 57 Student: Do Dieu Khanh Vy Code: 24203204411 Graduation Papre Supervisor: Le Thi Oanh, M.A CHAPTER 1: INTRODUCTION 1.1 Rationale Nowadays, when the economy develops rapidly and dynamically, tourism becomes a practical need for everyone in society With such great progress, it is inevitable that the fierce competition of industries in general, trade and services in particular is unavoidable In particular, the competition between hotels, resorts, and retail locations is shown clearly Indeed, the tourism and service industries are becoming increasingly important in the economy’s structure, contributing significantly to national income Over the years, our country’s tourism industry has been seeing a significant increase in technological facilities to serve visitors in all regions of the country, as evidenced by the appearance of shops, a collection of hotels, resort, tourism trade villages, and other facilities In order to succeed in the highly competitive tourism market, companies must provide solutions for service quality, as well as strategies to attract and satisfy customers Tourists come here to enjoy the culinary culture of the places they travel through as well as the landscapes and cultural arts of each city As the country grows, tourist demand has risen dramatically in terms of lodging, dining, and entertainment Therefore, eating out at restaurants will supplant cooking at home Customers may enjoy a variety of delectable and diverse dishes in these establishments, which provide a polite, luxurious, and relaxing environment for special occasions such as weddings, meetings, or social activities with friends and colleagues As a result of the above developments, many accommodation companies have extended their operations to include the culinary industry, growing revenue and diversifying their products and services Danang is known as the most livable city in Vietnam but filled with interesting things In addition, Danang is the city with the most potential for Student: Do Dieu Khanh Vy Code: 24203204411 48 Graduation Papre Supervisor: Le Thi Oanh, M.A CHAPTER 5: DIFFICULTIES AND SOLUTIONS 5.1 Difficulties Danang annually attracts a lot of visitors to visit, stay, and work with many different purposes The system of lodging facilities is expanding As a result, the lodging system must meet all of your stay's objectives, which will be the basis for guests to choose that resort In the face of strong competition from domestic resorts, Vinpearl Resort & Spa's competitiveness remains limited Following that, along with the increasing life of people, the needs and expectations of customers are increasing Therefore, Vinpearl Resort & Spa needs to improve the quality of food and beverage services on everything from technical facilities to staff, the quality of dishes, and so on, in order to retain existing customers and attract new visitors to affirm the resort's position in the domestic and international market 5.2 Solutions 5.2.1 Improving the quality of labor force For the resort business, excellent service quality brought to customers mainly as a result of the live labor of service staff that cannot be replaced by machines or mechanization Because staff often have to have direct interaction with guests, professional requirements, foreign language skills and communication skills must be good The staff make a positive or negative impression on customers, and whether or not they are able to meet their needs in terms of service is dependent on them Vinpearl Resort & Spa needs some new solutions to constantly foster and improve the professional qualifications of the staff of the restaurant, bar and chef department Specific content as follows: Student: Do Dieu Khanh Vy Code: 24203204411 49 Graduation Papre Supervisor: Le Thi Oanh, M.A When hiring new employees, the resort should carefully examine their professional qualifications, at least they must be those who have studied through training courses on service, have solid foreign language abilities, Good communication skills, love for the job and well-proportioned appearance The resort open refresher training on service skills, as well as language and communication skills, for workers serving at the table and bar on a regular basis The resort needs to regularly organize competitions among employees in its department, and at the same time encourage employees to actively participate in competitions Through this, the employees can know what their professional level is, and motivate the employees so that they feel more appreciated for their work The resort should have a reward policy, such as a monthly excellent employee vote, with anyone who achieves the title being acknowledged and rewarded From there, it will encourage employees and let other employees try to work responsibly, study hard to improve their skills At the same time, there must be adequate punishments for employees who work irresponsibly, intentionally violate the set rules, or have acts that are not with guests in order to avoid affecting the operation and reputation on the one hand trust of the resort, on the other hand to let the staff learn from experience The resort should improve policies that have enlightened employees such as in tet holidays, policies to increase, reduce reasonable hours, address the recommendations of employees, improve the quality of meals for employees, and so on to improve staff loyalty to the hotel, in order to reduce the investment costs in training new human resources Student: Do Dieu Khanh Vy Code: 24203204411 50 Graduation Papre Supervisor: Le Thi Oanh, M.A 5.2.2 Improving, innovating, and completing technical facilities This measure has been implemented and implemented at the resort However, the quality of technical facilities of the resort is not synchronized high, which has a significant impact on the quality of the resort's services Currently, the construction of systems and equipment to improve the quality of services requires great funding and difficulties although improving the quality of technical facilities will attract a lot of diners and increase the revenue of the food and beverage department Therefore, in the near future, upgrading and renovating the technical facilities is the top criterion that the resort is interested in and aiming for In order to improve well, specific solutions are needed: The resort should build more bar ear system with larger capacity and more expanded kitchen space to meet the needs of large guests in the peak season Despite the fact that the resort has repaired and replaced some equipment and machinery, there is still a lack of synchronization, with large and small tables and chairs of varying sizes and colors, making it difficult to organize and decorate at the resort's restaurant Procurement policies for instruments like forks, spoon knives, glasses, ornamental lighting systems, and so on assure consistency and quantity The kitchen department needs to buy more food storage and storage system to ensure the food is fresh, ensuring food hygiene and safety In particular, the drainage system of the kitchen is often turned off, causing a significant impact on the preliminary processing of food and sanitation of the kitchen space that needs urgent repairs Student: Do Dieu Khanh Vy Code: 24203204411 51 Graduation Papre Supervisor: Le Thi Oanh, M.A 5.2.3 Diversifying products and enriching the menu Because guests come from many various regions and nations, with varied customs and habits, the food must also be diversified in order to attract more and more guests, and the resort needs product diversification Only then can a company be successful The diversification of food and beverage products and services is shown: Dishes of variety: in addition to the resort's existing meals, resort need to rely on the demands of guests to create new and distinctive dishes to avoid boredom among guests, as well as dishes that are healthful and appropriate for each customer's taste Pure Vietnamese dishes need to pay attention to the taste, ensuring the most characteristic flavor When a product is in short supply, the resort must quickly replace it with other products and services to suit the needs of consumers so that the food service business may function effectively Diversity of drinks: in addition to the drinks available in the resort, it is necessary to add typical drinks and specialties of each region The variety of food service products not only meets the requirements of customers but also creates a competitive advantage over other the food and beverage service businesses 5.2.4 Ensuring a steady supply of food and raw resources that is both high-quality and safe Due to the price of raw materials, food in the market is not stable Sometimes the time to buy ingredients, food is scarce, so the cost of buying increases, while the menu has been built with a stable price of ingredients As a result, corporate efficiency suffers Student: Do Dieu Khanh Vy Code: 24203204411 52 Graduation Papre Supervisor: Le Thi Oanh, M.A In addition to the scarcity of raw materials, there are currently many foods in the market that not ensure food cleanliness and safety, not guarantee the quality of services and affect the resort's reputation In order to overcome the above situation, the resort must have its own facility to provide raw materials and food for themselves, must sign a longterm contract to ensure both safety and hygiene, and have a reasonable pricing Student: Do Dieu Khanh Vy Code: 24203204411 53 Graduation Papre Supervisor: Le Thi Oanh, M.A CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 6.1 Conclusions Joining the bustling lifestyle, the tourism industry is also developing constantly, especially the hotel and resort business More and more resorts were born and also participated in fierce competitions The quality of food & beverage department is an important factor that contributes to increasing revenue, profit for the resort Besides, it is also a factor that creates a brand for the resort Through my thesis, I have collected useful information about the quality of service and some criteria to improve the quality of the food and beverage department The analysis of the real situation of the food and beverage department at Vinpearl Resort & Spa has helped me to learn more useful knowledge to improve the food and beverage quality The time writing this graduation has supported me to summarize and systematize the knowledge I have learned at school I proposed solutions to improve the food and beverage department I hope that the topic I give on "An Investigation into the Real Situation and Some Solutions for Improving the Service Quality of the Food and Beverage Department of Vinpearl Resort & Spa Danang" will be useful to the board of directors of Vinpearl Resort & Spa and can be applied to improve the efficiency of the food and beverage service business in the near future Through this, I would also like to thank Ms Le Thi Oanh, thanks to her help and guidance I look forward to receiving comments from teachers to help my homework become complete I also sincerely thank the English teachers of Duy Tan University, Mrs Nguyen-Manager of the food and Student: Do Dieu Khanh Vy Code: 24203204411 54 Graduation Papre Supervisor: Le Thi Oanh, M.A beverage at Vinpearl Resort and Spa, and all staff in the resort for their enthusiastic help Help me complete this topic 6.2 Suggestions 6.2.1 Suggestions for Vinpearl Resort & Spa During my experience at the resort, I observed and learned ceaselessly Besides getting valuable experiences, I also tried to out inadequate points in the food and beverage service However, I realize that the resort needs to pay attention to the following points: Refreshing the menu, adding traditional Vietnamese cuisine Focus on promoting the resort's image through business partners or social networks It is necessary to propagate and promote the resort’s image in many online forums Currently, social networks are very developed like Facebook, Zalo, Tik Tok, Instagram, so the resort needs to take advantage of the benefits that these social networking sites bring After that, the company can post information about advertising and promotions Retraining some employees in order to strengthen their professional skills and their working sensibility Participating in more culinary art events and competitions 6.2.2 Suggestions for Faculty of English For the English Facility of Duy Tan University, I hope that our department will be able to collaborate with a variety of organizations and businesses that deal with foreign languages Therefore, the students have a lot of opportunities to learn lots of real experience and imagine a future job For the English Facility of Duy Tan University, I hope that our department can cooperate with many organizations and companies relating to foreign languages Therefore, the students have a lot of opportunities to learn lots of Student: Do Dieu Khanh Vy Code: 24203204411 55 Graduation Papre Supervisor: Le Thi Oanh, M.A real experience and imagine a future job Besides, the department should hold more English tours for the students so that they can have more opportunities to contact with the actual environment, so we are more confident, dynamic and improve communication skills, soft skills Students can practice and gain experience through activities Furthermore, soft skills are very important If possible, the department should add some subjects to help the students practice it For example, communication skills, job skills, the way to talk in a crowd, etc Student: Do Dieu Khanh Vy Code: 24203204411 56 Graduation Papre Supervisor: Le Thi Oanh, M.A REFERECES ENGLISH BOOK [1] Lucius, W (2017), Tourism and Hospitality Management, New York, Library Press [2] Sudhir, A (2007), Introduction to Tourism and Hospitality Industry, New Delhi, the McGraw Hill Companies VIETNAMESE BOOKS [3] T.S Nguyễn Thanh Chương (Tái 2020), Sách giải thích thuật ngữ du lịch khách sạn [4] Vũ Thị Hoa, Nguyễn Vũ Hà (2008), Giáo trình lý thuyết nghiệp vụ nhà hàng, trường Du lịch Hà Nội WEBSITE https://www.hoteljob.vn/ https://www.cet.edu.vn/ https://quantrinhahang.edu.vn/ https://vinpearl.com/en https://amthucvietnam.com.vn/ 10 http://www.vietnamtourism.gov.vn/ 11 http://luanvan.net.vn/ 12 https://www.yourrestaurantbusiness.com/ Student: Do Dieu Khanh Vy Code: 24203204411 57 Graduation Papre Supervisor: Le Thi Oanh, M.A QUESTIONAIRE Dear Sir or Madam! We wish you all best wishes on your holiday in Vinpearl Resort & Spa Danang We would be deeply grateful if you could take a few moments completing the following questionnaire Your feedback will be extremely helpful to us as we perform a review of the F&B department and seek to improve the department's service quality in order to provide you with better service Thank you for your support and we look forward to receiving your feedback soon Thank you very much for your help! Please give me your national information: Customer’s information Sex: Male ☐ Age: Female ☐ Nationality: Job: Do you often go to DaNang city? Yes ☐ No ☐ Evaluate the quality of the food and beverage service at Vinpearl Resort & Spa Very Satisfied Satisfied Normal Quite Dissatisfied Dissatisfied The Service of the food and beverage at ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Vinpearl Resort & Spa The service staff of Student: Do Dieu Khanh Vy Code: 24203204411 58 Graduation Papre Supervisor: Le Thi Oanh, M.A Vinpearl Resort & Spa have in-depth professional knowledge, experience, and professional service skill The food and beverage service is quality, ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ hygienic, and flavorful The facilities of the food and beverage department The restaurant or bar is clean The price of food and drink is reasonable 11 Are you ready to introduce Vinpeal Resort & Spa to your friends, relatives, or colleagues, etc.? Definitely yes ☐ Not sure ☐ No ☐ 12 How likely are you to dine with us again? Student: Do Dieu Khanh Vy Code: 24203204411 59 Graduation Papre Very likely ☐ Supervisor: Le Thi Oanh, M.A Likely ☐ Neutral ☐ Unlikely ☐ Very Unlikely ☐ If you have any comments for us to improve our services quality as well as workforce quality, please write down below: Thank you so much for your helping! Student: Do Dieu Khanh Vy Code: 24203204411 60 Graduation Papre Supervisor: Le Thi Oanh, M.A SUPERVISOR’S COMMENT Student: Do Dieu Khanh Vy Code: 24203204411 ... to the Resort' s revenue With the theme ? ?An Investigation into the Real Situation and Some Solutions for Improving the Service Quality of the Food and Beverage Department of Vinpearl Resort & Spa. ..DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BAVERAGE DEPARTMENT OF VINPEARL. .. department of Food and Beverages at Vinpearl Resort & Spa Chapter is the conclusion and some suggestions to improve the service department of Food and Beverages at Vinpearl Resort & Spa Student: