AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF BANQUET SERVICE AT RISEMOUNT PREMIER RESORT DANANG

DUY TAN UNIVERSITY FACULTY OF ENGLISH DINH THI LAN ANH AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF BANQUET SERVICE AT RISEMOUNT PREMIER RESORT DANANG GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2022 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A ACKNOWLEDGEMENT This graduation paper could not be finished without all the 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, Le Thi Kim Uyen, M.A who helped me research and write 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 the Faculty of English at Duy Tan University, the silent ferryman that has loved and taught me every day Furthermore, I have more inspiration in studying all curriculums due to my loved lecturers Thirdly, I always express my deepest gratitude to my darling family They supported me when I met some troubles with this 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 are with me to deal with my troubles and create a good effort in studying Besides studying, they have held many funny games to relax after studying I am so excited I wish all of you have lots of health and success! Best Regards, Dinh Thi Lan Anh DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A STATEMENT OF AUTHORSHIP I am here with the assurance that I wrote the present graduation paper independently, and that the graduation paper does not contain any material which has been written or published by another person except where was referenced within the text I have indicated all parts of the work in which sources are used according to their wording or their meaning Da Nang, May 01st, 2022 Dinh Thi Lan Anh DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A ABSTRACT This graduate paper mainly studies the status of banquet service quality and restaurant business performance of Risemount Premier Resort Danang Accordingly, an analysis of the actual issues of restaurant service will be clearly presented in relation to the services, quality, and facilities of the Resort In addition, I would like to offer some recommendations and solutions for Risemount Premier Resort Danang to improve the quality of the banquet service of this place I hope that my recommendations will help the resort better meet the needs of customers and contribute to the development of the resort in Da Nang city Da Nang, May 01st, 2022 DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A LIST OF TABLES Diagram 3.6 Organization structure of Risemount Premier Resort Danang 23 Diagram 3.7.1.2 The Organizational structure of the F&B department .24 Chart 3.8.1 Serving Process of Buffet Breakfast 25 Chart 3.8.2 Serving Process of A La Carte 27 Table 4.4.1 Revenues results from 2018 to 2020 of Risemount Premier Resort Danang 30 Table 4.1.2 The profits from 2018 to 2020 of Risemount Premier Resort Danang 32 Table 4.1.3 The structure of guests at Risemount Premier Resort Danang 34 Table 4.1.4 Competitor rating table of hotels 36 Table 4.1.5 Feedback of guests table 36 Table 4.1.6 Quality of Food and Beverage table 37 Chart 4.1.7 Quality of general staff .38 Table 4.1.9 Cleaning the dining room and eating utensils result 39 Table 4.1.10 Quality of facilities 39 Table 4.1.11 Other results 39 DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A TABLE OF CONTENTS ACKNOWLEDGEMENT .i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii LIST OF TABLES iv ABSTRACT iii CHAPTER 1: INTRODUCTION 1.1 Rationale 1.2 Aims and Objectives .1 1.3 Scope of the Study 1.4 Method of the Study .2 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND .4 2.1 Overview of Restaurant Service 2.1.1 Definitions of Service 2.1.2 Characteristics of Service 2.1.3 The Rules of Service 2.1.4 Definition of the Service Quality .7 2.2 Overview of Restaurant 2.2.1 Definition of Restaurant 2.2.2 Classification of Restaurant 2.2.3 Restaurant Business 2.2.4 Banquet Service in the Hotel Business 15 CHAPTER 3: CASE DESCRIPTION .19 3.1 General Information of Risemount Premier Resort Danang 19 3.2 Functions of Risemount Premier Resort Danang .20 3.3 Quality of Banquet Service in Risemount Premier Resort Danang 20 3.4 Functions and Purposes of Quality of Banquet Service Division at Risemount Premier Resort Danang 22 3.5 General Information of Risemount Premier Resort Danang 22 DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A 3.6 Organization Structure of Risemount Premier Resort Danang 23 3.7 The Functions and Tasks of the Position of Risemount Premier Resort Danang 23 3.7.1 Food & Beverage Department 23 3.8 Serving Process of the Restaurant .25 3.8.1 Serving Process of Buffet Breakfast 25 3.8.2 Serving Process of A La Carte 27 CHAPTER 4: ANALYSIS AND EVALUATION .30 4.1 The Business Operation Results of Risemount Premier Resort Danang in recent year 30 4.1.1 Revenues 30 4.1.2 The Profits .32 4.1.3.The Structure of Guests at Risemount Premier Resort Danang 34 4.1.4.Competitor Rating Table of Hotels 36 4.1.5.Analysis of Service Quality through Feedback of Guests at Risemount Premier Resort Danang .36 4.1.6.Quality of Food and Beverage 37 4.1.7.Quality of General Staff 38 4.1.8.Menu 38 4.1.9 Cleaning Banquet and Eating Utensils of the Banquet 39 4.1.10 Facilities 39 4.1.11 Other Contents .39 4.1.12 The Serving Process of the Banquet in Risemount Premier Resort Danang 40 4.2 Factors affecting the Serving of Banquet in Risemount Premier Resort Danang 41 4.2.1 The staff and Quality of Banquet Service in Risemount Premier Resort Danang 41 4.2.2 Facilities 42 4.2.3.The Management and Supervisor of Risemount Premier Resort Danang 42 4.2.4.The Quality of the Banquet of Risemount Premier Resort Danang 43 DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 4.3 SUPERVISOR: LE THI KIM UYEN, M.A Orientation and Goals of Risemount Premier Resort Danang .44 4.3.1 Goals 44 4.3.2.Orientation .44 4.4 Analysis of Strengths and Weaknesses of Banquet Service in Risemount Premier Resort Danang .44 4.4.1.Strengths 44 4.4.2.Weaknesses 45 CHAPTER 5: DIFFICULTIES AND SUGGESTED SOLUTIONS 46 5.1 Difficulties .46 5.2 Suggested Solutions 46 CHAPTER 6: CONCLUSION AND SUGGESTIONS .49 6.1 Conclusion .49 6.2 Suggestions 49 REFERENCES 51 SUPERVISOR’S COMMENTS 53 DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A CHAPTER 1: INTRODUCTION 1.1 Rationale Tourism in the country has been rapidly increasing and changing in recent years The hospitality industry has grown in popularity across Vietnam, and services have improved significantly Human requirements develop as living conditions rise; they have spiritual as well as material needs; they want to relax, and eat some special food with family and friends The number of hotels and restaurants has expanded, and the organization of products and services has become more diverse They all meet people's requirements The hotel is also a business, with the primary purpose of making a profit The issue is how can a hotel business compete and keep its reputation in today's world? In business, competition is fierce in terms of cultural quality, historical quality, and service quality Alternatively, competition in all industries, including the food and beverage industry, forces businesses to enhance their service quality In order to determine its importance, any company must develop a strategy and identify corporate objectives The quality of service is one of the most critical aspects of a successful business operation This is a crucial factor in a company's success, as well as achieving certain brands and market positions Therefore, I chose the topic "AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF BANQUET SERVICE AT RISEMOUNT PREMIER RESORT DANANG" for my graduation paper 1.2 Aims and Objectives ● Identifying the reality of the service quality of banquet in Risemount Premier Resort Danang DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER SUPERVISOR: LE THI KIM UYEN, M.A ● Based on that basis, suggest solutions to improve the quality of services, contributing to the development of the banquet in Risemount Premier Resort Danang ● Identify the importance of the service quality to attract customers to the banquet ● Appreciate the real situation with the service quality of Risemount Premier Resort Danang ● Suggest solutions for improving the quality of service in Risemount Premier Resort Danang 1.3 Scope of the Study ● The study focused on the quality of service in the hotel, the strategy of attracting guests, and so on ● Then, the research finds the disadvantages and advantages associated with the procedure ● From there, I want to suggest some ways to improve the quality of banquet services in the hotel in order to meet the needs of visitors ● The data was collected from 2019 to 2021 1.4 Method of the Study In order to finish the paper, I would like to use the following methods: Direct observation of activities, tools, and channels of communication of the banquet in Risemount Premier Resort Danang has been performed ● Method of Collection: data have been collected from books, websites, and research ● Method of Description: detailed description of banquet service about three aspects including quality, quantity, and serving ● Method of Analysis: from the data collected, we analyzed the real situation of the banquet in Risemount Premier Resort Danang DINH THI LAN ANH CODE: 24203216252 39 GRADUATION PAPER Year 2018 2019 2020 Good 120 60 100 SUPERVISOR: LE THI KIM UYEN, M.A Normal 100 40 50 Bad 40 50 30 Total 260 150 180 4.1.10 Facilities Table 4.1.10 Quality of Facilities Year 2018 2019 2020 Good 150 80 100 Normal 100 20 35 Bad 50 80 60 Total 300 180 195 Bad 31 40 55 Total 148 171 160 4.1.11 Other Contents Table 4.1.11: Other Results Year 2018 2019 2020 Good 97 90 60 Normal 20 41 45 From the table, other contents in Risemount Premier Resort Danang also increased slightly In 2018, they had 97 good comments and 31 bad comments In 2019, they had 90 good comments and 40 bad comments In 2020, they had 60 good comments and 55 bad comments If not compared to 2019 to 2020 because of the covid epidemic, the good comments grew up in 2019 compared with 2020 and the bad comments decreased Based on 2018, because the number of customers is very large, there are many different opinions on the restaurant's problems They rely on customer reviews to change the restaurant's rhythms to become richer and more diverse In 2019, it had 2,056 reviews about the hotel Inside that, it had 800 comments about the quality of F&B, it increased by 140 comments compared STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 40 SUPERVISOR: LE THI KIM UYEN, M.A to 2019 The guests are satisfied with the cuisine here, but some customers are still not satisfied with the quality of F & B here, most of them want to diversify the menu more and more It has 300 feedbacks about the quality of service and general staff in 2019, and 450 feedbacks about this in 2020 They had 250 comments in 2020 and 260 comments in 2021 about the menu banquet of the hotel The food of the banquet in Risemount Premier Resort Danang always satisfies most of the American customers The customers are satisfied because the facilities are modern and adequate, always bringing comfort to customers Besides, all staff in Risemount Premier Resort Danang should improve the quality of F&B, take care of their current and former customers, and try to make a strong impression on guests 4.1.12 The Serving Process of the Banquet in Risemount Premier Resort Danang Resort steps in the serving process of the banquet in Risemount Premier Resort Danang are arranged logically, and sequentially according to the 5-star plus standard This will make a lot of customers coming here to enjoy are very pleased with the professional serving way and want to come back again The employees are trained and have to apply what they learned frequently into the process They will contribute to making the serving process operate smoothly However, that process theory Actually, there are still shortcomings in the serving process such as preparing steps of the working place and learning the ingredients of food and beverage carefully The staff has to be trained more about the sequence of service and how to serve food and beverage more professionally It is necessary to add some useful steps immediately to ensure the serving process of the banquet in Risemount Premier Resort Danang better and make customers more satisfied with the serving process and reduce the unnecessary steps or short into a common step STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 41 SUPERVISOR: LE THI KIM UYEN, M.A to guarantee the serving process of the employees and help them remember all steps clearly while serving Technological facilities were renovated The banquet space is extremely gentle and elegant, suitable for guests who want to enjoy the meal in a luxurious space The staff is trained on ala-carte restaurant service procedures, basic English in the restaurant, and proper working style However, due to the short training time and new staff force, it is not yet proficient in serving, especially serving bottles of wine The menu of the banquet is currently only focused on American guests, the force occupying more than 50% of the guests coming to the resort The dishes are not really diverse to guests can be satisfied 4.2 Factors affecting the Serving of Banquet in Risemount Premier Resort Danang 4.2.1 The staff and Quality of Banquet Service in Risemount Premier Resort Danang All staff must have a basic knowledge of hospitality The staff here are carefully selected Employees who are hired will be offered months of hard work After months of probation, failure to meet the requirements will not be signed Quality of service: All staff serve the guests according to the standards of the restaurant, and are supervised by the supervisor and assistant outlet manager to ensure and provide customers with a consistent service Short training sessions are conducted daily to provide staff with the knowledge of food and beverage to enhance the ability to cater to a wide variety of customers with different requirements 4.2.2 Facilities STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 42 SUPERVISOR: LE THI KIM UYEN, M.A Facilities are set up according to 5-star plus-standard The hotel has enough modern equipment to serve customers in the best way The equipment has a calendar to check and repair weekly There are many devices that need repairing because they are old: music systems are unstable due to long days, and POS problems need repair so as not to affect the quality of service as well as customer satisfaction 4.2.3 The Management and Supervisor of Risemount Premier Resort Danang a/ The Management and Supervisor for employees: The hotel manager and supervisor are responsible for supervising, assigning work, urging staff to work, solve and handling situations related to the staff's activities in the hotel Hotel managers are also responsible for training or firing layoffs They also resolve conflicts that occur between employees or between employees and customers Connecting employees together, and creating a working atmosphere that stimulates voluntary work of employees is also the work of the manager b/ The Management and Supervisor for the Customer: Hotel management and supervisors build the image of the hotel in the customer's eyes, solving complaints and complaints of customers They coordinate with the kitchen room to serve the needs of the best guests They have direct communication with customers to handle bad situations, and ensure the best service Building a good relationship with the patrons, and making a good impression in the eyes of customers are what the management and supervisor have to Another duty of the management and supervisor is coordinate with other departments such as room, reception, and purchasing STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 43 SUPERVISOR: LE THI KIM UYEN, M.A to create a close linkage, ensuring the process of serving customers continuously c/ The Management and Supervisor of the Hotel: Hotel managers and supervisors are the ones who keep track of the violations that occur in the hotel, offering remedies They ensure health and safety for both customers and staff in the hotel They are also responsible for promoting sales and tracking the cost of food, food, and operating costs of the hotel Maintaining service with partners, and negotiating to provide services to guests at the best prices are the duties of management and supervisor 4.2.4 The Quality of the Banquet of Risemount Premier Resort Danang The menu is divided into sections such as food features of regions, rice and noodle section, vegetable section All dishes are formulated and chefs have to cook according to the recipe in detail and decorated in an attractive and eye-catching manner to create a delicious taste in the food All food will be sous chefs checked last time before serving Chefs can also make dishes and drinks in addition to the menu requested by guests if the kitchen is full of ingredients All food and beverages are carefully selected and carefully examined to ensure the health of the customer Risemount always gives customers the Asian food with delicious, beautiful dishes and professional service as well as the friendly staff here 4.3 Orientation and Goals of Risemount Premier Resort Danang 4.3.1 Goals - Short-term goals: + Promote expertise and experience in improving service quality + Providing products to restaurants in order to gain the revenue + Training staffs STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 44 SUPERVISOR: LE THI KIM UYEN, M.A - Long-term goals: + Keeping appealing to customers of internal and external hotels + Setting up brands of the system of Risemount Premier Resort Danang + Sources of regular revenue grow year by year 4.3.2 Orientation - Continuing to improve the quality of service to get target customers satisfied by diversifying products and professional services of staff - Perfecting facilities, improving the quality of service in the hotel - Increasingly investing in activities of training human resources, aiming to specialized services - Perfecting the service process in the hotel with the aim of the most effective services 4.4 Analysis of Strengths and Weaknesses of Banquet Service in Risemount Premier Resort Danang 4.4.1 Strengths - The Business result in Risemount increased over the year - It is the second department that contributes to the high revenue to the total revenue of Risemount - Positive customer feedback increases in the period of 2018 – 2019 attracting a large number of foreign guests - The cuisine is always well-prepared and presented in a professional manner 4.4.2 Weaknesses - The number of guests in America decreased from 2019 to 2020 - General staff still have many bad complaints from customers - The menu does not have enough choices to choose - Facilities are not good to meet the needs of customers STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 45 SUPERVISOR: LE THI KIM UYEN, M.A 4.1.8 STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 46 SUPERVISOR: LE THI KIM UYEN, M.A CHAPTER 5: DIFFICULTIES AND SUGGESTED SOLUTIONS 5.1 Difficulties As a result of the ongoing Covid-19 outbreak, Risenount Premier Resort Danang has been dealing with the following issues: - In terms of aesthetics, the restaurant has mildew on the walls, and the carpets, tablecloths, napkins, and other items are moldy and damaged as a result of being closed for so long - Technical facilities: Dishwashers, coffee grinders, elevators, and other tools and machinery can occasionally malfunction - In terms of the restaurant's professional credentials, many workers departed due to the lengthy covid outbreak, therefore the number of employees remaining was quite small, so the restaurant hired more interns This results in a shortage of competent and inexperienced human resources - Regarding the menu: The restaurant has not changed its new menu in a long time, leaving repeat customers with a limited selection of new meals The menu isn't particularly extensive; the major courses are braised, fried, steaming, and salad A few grilled and hot pot items are available Desserts are now unavailable at the bakery and bar 5.2 Suggested Solutions In general, the hotel's technological amenities have fulfilled the majority of client requirements The restaurant, on the other hand, should constantly innovate and improve technological amenities, making a fresh impact on guests' hearts, and always striving for more competition Guests visiting the resort want to not only consume wonderful meals, but they also want to relax - The restaurant and club are relatively spacious, but some rearranging of relevant places, particularly the bar area, is required to make it more appealing, producing a comfortable, romantic, and near-to-nature aspect STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 47 SUPERVISOR: LE THI KIM UYEN, M.A - Increase the workforce's quality Risemount requires new solutions to consistently develop and strengthen professional qualifications and services for the table, bar, and culinary departments' workforce - When hiring new staff, the hotel should focus on professional qualities At the very least, they should be individuals who have completed a hotel service training course, have solid foreign language abilities, good communication skills, a love for the job, and a balanced appearance - Open refresher classes on servers, foreign languages, and communication skills for table and bar service employees on a regular basis - More regular and enhanced job education of the care and effect of the kernelers is required for the administration of the food service industry - Increase the promotional efforts of the service business department eat and drink and get regular customer feedback on excellent service - Because consumers' demands vary greatly due to their origins in various areas and nations, as well as their cultures and habits, the meals must likewise vary in order to attract an increasing number of customers - Drink variety: in addition to the beverages offered in the restaurant, specialized cocktails from each area will be added - The variety of food and beverage items and services not only serves the demands of clients but also creates competitive advantages over other food service enterprises - Boost staff productivity Increased energy labor productivity will assist hotel businesses in lowering labor norms, lowering the cost of human recruiting, labor pay, and training expenses all of which will lower the total cost of the hotel and boost company profits - Aside from the fundamental solutions outlined above, the hotel must concentrate on economic management, assuring savings and company STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 48 SUPERVISOR: LE THI KIM UYEN, M.A efficiency through acceptable and scientific standard procedures Specifically, as follows: + Conserve electricity, water + Avoid squandering raw materials; + Make use of extra raw materials STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 49 SUPERVISOR: LE THI KIM UYEN, M.A CHAPTER 6: CONCLUSION AND SUGGESTIONS 6.1 Conclusion In the current economic development period, tourism is becoming the travel need of many people For a locality with tourism resources, there are more favorable conditions for tourism development For our country, tourism has become a key economic sector contributing to the overall development of the country Along with the development of tourism, a lot of resorts spring up everywhere, the competition is increasing in the market Therefore, survival and sustainable development is a difficult problem for the entire tourist area Risemount Premier Resort Danang is one of the most prominent five-star hotels in Da Nang city and is dubbed the "stairway to heaven" The hotel offers customers services that will satisfy anyone, even the most demanding customers The quality of the banquet service must be improved to bring high revenue to the hotel's business The results that the hotel achieves are thanks to the advantages of location, area, and prestige Besides the advantages, the hotel encountered many difficulties In the report, based on the analysis and assessment of the situation of banquet service at Risemount Premier Resort Danang, we have made some suggestions to contribute to improving the service quality of this place Our recommendations are made with the hope of helping Risemount Premier Resort Danang achieve more success in improving the quality of banquet services, which means greater profits for the hotel 6.2 Suggestions - To the Vietnam National Tourism Administration and the Tourism Department of Danang Continue to offer Vietnam Tourism with solutions, plans, policies, and promotional activities in market sectors, particularly the international tourist market, in order to sustain existing markets, grow new STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 50 SUPERVISOR: LE THI KIM UYEN, M.A markets, and create a source of tourists for Da Nang and Vietnam As a result, as the number of consumers grows, so does the need for food services, and the food service industry grows as a result + Preserve and promote the beauty of Vietnamese culinary arts, particularly in Da Nang, to attract visitors Visitors from all across the world Open exhibitions regarding culinary arts on a regular basis and participate in culinary art exhibitions across the world to recommend the beauty of Vietnamese cuisine + In hotels and restaurants, strong laws and specific requirements on food safety concerns should be in place, with frequent checks to assess the standards achieved in each hotel - To be consumed by hotel and catering executives: + The food service business department requires repairs and the addition of new material and technological facilities: Add some remaining dining utensils to the restaurant and club area Because the staff uniform is too old, it must be replaced - Re-train some employees to improve their professional skills - The working attitude of the staff, especially the service attitude, must be enthusiastic more attentive, and fun - Increasing employee team spirit and sense of duty at work - Participate in additional culinary art exhibits and good cooking competitions offered by the Danang Department of Tosurism's General Department of Tourism STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 51 SUPERVISOR: LE THI KIM UYEN, M.A REFERENCES [1] https://www.mageplaza.com/blog/what-is-service.html [2] https://www.businessmanagementideas.com/service-marketing/what-isservice/20967 [3] https://en.wikipedia.org/wiki/Service_(economics) [4].https://scholar.google.com.vn/scholar? q=Characteristics+of+service&hl=vi&as_sdt=0&as_vis=1&oi=scholart [5] https://www.lawinsider.com/dictionary/service-rules#:~:text=Service %20Rules%20means%20the%20Conduct%2C%20Discipline%20and %20Appeal%20rules%20in,employees%20other%20than%20Management %20employees [6].https://scholar.google.com.vn/scholar? q=Definition+of+the+service+quality&hl=vi&as_sdt=0&as_vis=1&oi=schola rt [7] https://en.wikipedia.org/wiki/Restaurant [8] https://en.wikipedia.org/wiki/Types_of_restaurants [9] https://www.thebalancesmb.com/different-types-of-restaurant-concepts2888698 [10] https://fabrikaphilly.com/10-characteristics-of-highly-successfulrestaurants/amp/ [11] https://www.tech24construction.com/5-features-of-a-great-restaurant/ [12] https://smallbusiness.chron.com/roles-functions-restaurant-71240.html [13] https://study.com/academy/lesson/banquet-service-standards-typesdefinition.html [14] https://www.thelittleaussiebakery.com/why-banquet-and-catering-isimportant/ STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 52 SUPERVISOR: LE THI KIM UYEN, M.A [15] https://www.ehow.com/info_8136464_banquet-service-styles.html [16].https://en.wikipedia.org/wiki/Banquet#:~:text=Banquets%20are %20traditionally%20held%20to,topic%20or%20guest%20of%20honour [17] https://www.indeed.com/recruitment/job-description/banquetserver#:~:text=A%20Banquet%20Server%2C%20or%20Banquet,refilling %20their%20beverages%20as%20needed [18] https://www.indeed.com/recruitment/job-description/banquetserver#:~:text=A%20Banquet%20Server%2C%20or%20Banquet,refilling %20their%20beverages%20as%20needed [19] https://www.betterteam.com/banquet-server-job-description [20] https://www.agoda.com/vi-vn/risemount-resort-danang/hotel/da-nangvn.html? device=c&network=g&adid=578933311159&rand=9936263087464340614& expid=&adpos=&site_id=1812893&tag=688dfdb0-2f55-b688-0e3c67f183c16967&gclid=CjwKCAjw682TBhATEiwA9crl3ykDTCpuftWvCHzL q6DvI-gmik00W4lbUGo6XWWi5jesEq1hoi7OBoC53AQAvD_BwE&hidef=000100 [21] https://risemountresort.com/vi/ STUDENT: DINH THI LAN ANH CODE: 24203216252 GRADUATION PAPER 53 SUPERVISOR: LE THI KIM UYEN, M.A SUPERVISOR’S COMMENTS STUDENT: DINH THI LAN ANH CODE: 24203216252 ... brands and market positions Therefore, I chose the topic "AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE QUALITY OF BANQUET SERVICE AT RISEMOUNT PREMIER RESORT DANANG" ... Risemount Premier Resort Danang 19 3.2 Functions of Risemount Premier Resort Danang .20 3.3 Quality of Banquet Service in Risemount Premier Resort Danang 20 3.4 Functions and Purposes of Quality. .. to attract customers to the banquet ● Appreciate the real situation with the service quality of Risemount Premier Resort Danang ● Suggest solutions for improving the quality of service in Risemount