MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER TRAN THI KIM PHUNG An Investigation into the Real Situation and Some Solutions for Enhancing Food and Beverage.
MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER TRAN THI KIM PHUNG An Investigation into the Real Situation and Some Solutions for Enhancing Food and Beverage Services of Bistecca Restaurant at Orient Hotel Danang GRADUATION PAPER IN SOCIAL SCIENCES AND HUMANITIES DA NANG, May 2022 My granduation paper is divided into chapter I’ll start with … CHAPTER INTRODUCTION 1.1 Rationale As you know, Vietnam has an extremely diverse and rich tourism potential With the growing trend of the tourism industry, now many businesses have also boldly invested and engaged in business to exploit the benefits from this field Therefore, the competition between business in the same field is extremely strong, along with the push for business units to research and launch new products and services, satisfying customers as well as attracting customers to the products and services of the enterprise Therefore, during the internship at New Orient Hotel, I decided to choose to research on the topic:" An Investigation into the Real Situation and some Solutions to Enhancing Food and Beverage Services of Bistecca Restaurant at Orient Hotel Danang” Aims and Objectives In the study, I would like to investigate the current state of the F&B Department at the New Orient Hotel, identify some of the department's strengths and weaknesses, and then propose some suggestions for improving the department's efficiency Scope of the study - About the content: The topic goes into evaluating the quality of food service at Bistecca restaurant, New Orient Hotel Danang through the evaluation opinions of customers staying at the hotel From then on, give appropriate orientations and solutions to improve service quality - Regarding space: The study was carried out within the New Orient Hotel Danang, in the area of Da Nang City - About time: • Secondary data: Collecting data and documents on tourism in Da Nang city and Bistecca restaurant from 2019–2021 • Primary data: Customer survey data is conducted from January to April 2022 Method of the study I used the information gathered from the hotel in the course of this research In addition, I draw necessary conclusions about the subject using the methods of inquiry, observation, interview, study, and assessment Well, I’ve told you about Introduction Structure of the study - Chapter 1: Introduction: This part includes the Rationale, Aims and Objectives, Scope of the study, Method of the study and organization of the study in this case Chapter 2: Theoretical Background: Focusing on some basic concepts related to Catering Business and Catering Service Quality - Chapter 3: Case Description: Introducing general information about New Orient hotel and Bistecca Restaurant Chapter 4: Analysis and Evaluation: Analyzing some strengths and weaknesses of the F&B Department in Bistecca Restaurant Chapter 5: Difficulties and Suggeted Chapter 6: Conclusion and Suggestions: Proposing some solutions to improving the quality of the F &B Department and drawing conclusions Then I will look at CHAPTER THEORETICAL BACKGROUND 2.1 Overview of Catering Business 2.1.1 Definition of Catering Business Catering business in tourism includes the activities of preparing food, selling and serving the consumption needs of food and drinks and providing other services to satisfy the needs of food and entertainment at restaurants for the purpose of making a profit Contents of catering business include activities: - Physical production activities - Circulation activities 2.1.2 - Serving activities Characteristics of the Catering Business Cleanliness High quality food Good service Reasonable prices Uniqueness Aesthetics Branding Safe equipment Complex menu On time delivery of food 2.1.3 Role of the Catering Business in the Hotel Food service business in the hotel plays the following important roles: - Food service business is one of the important activities in the hotel - The catering service in the hotel ensures to provide food in beautiful and good quality forms, meeting the needs of many visitors with different customs, age, gender and interests - In the hotel business, the catering business can create a unique product for each hotel - With good quality and diversity, richness in business activities, catering services will also determine the prestige and rank of the hotel - The catering business will contribute to solving the problem of jobs for the hotel's workforce, increasing income for employees 2.2 Overview of Catering Service Quality 2.2.1 Definition of Catering Service Quality According to the quality management system standard ISO 9000:2000: "Service quality is the degree to which a set of inherent characteristics of a product, system or process satisfies customer requirements goods and related parties" 2.2.2 Characteristics of Catering Service Quality 2.2.2.1 Difficulties in Measuring and Evaluating Catering Service Quality This feature comes from the very nature and characteristics of the food product Food and beverage products consist of four basic components: means of performance, consignments, and explicit and implicit services Therefore, when assessing the quality of food and beverage products, one must evaluate the quality of all four factors above In fact, assessing the quality of the first two components, the vehicle for performing the service and the merchandise, can be done more easily because these are concrete things that exist It is completely possible to touch, see, and measure with highly conventional measurements Because they all have specific physical and chemical properties such as size, volume, color, taste, etc But with the following two components, which are visible services and hidden services, we cannot see or touch them and there are no specific measures, so it is difficult to quantify when evaluating These factors can always change over time Therefore, the same service level of different restaurants will be perceived by customers very differently At different times, the same customer also has different perceptions about the service quality of the restaurant 2.2.2.2 Accurately Assessed Only through Direct Consumer Experience This feature comes from the following reasons: - Because food service quality is difficult to measure and evaluate, it greatly depends on the perception of direct consumers of the restaurant's dishes and drinks - Due to the characteristics of food and beverage products, the process of creating and consuming services takes place almost simultaneously in terms of time and space with the restaurant's products and services The customer is an indispensable member and participates directly in this process They are the "main characters" in the restaurant's service performance as consumers of food services Therefore, they have both the insider's view and the view of the person who spends money to buy the restaurant's products Their assessment of the restaurant's service quality is considered the most accurate If the customer's perception of the restaurant's service provision is better, it means that the customer feels the higher level of satisfaction Thus, those who not directly consume the product will not accurately perceive the quality of the restaurant's product From this feature, restaurant managers who want to accurately assess the quality of food service must always stand on the eyes of customers and direct consumers of the product must try to understand exactly the requirements, wishes and requirements of the guests, not based on their own judgment or subjective feelings for consideration 2.2.2.3 Depending on the Service Delivery Process of the Restaurant A process of providing food service is always done based on two basic factors, that is, the technical facilities of the restaurant and the employees involved in the service provision process Therefore, when evaluating the quality of restaurant service – the quality of an intangible product, customers often tend to rely on technical quality and functional quality to evaluate service quality - Technical quality includes the quality of the restaurant's technical infrastructure components such as comfort level, modernity of equipment, aesthetic level in interior decoration and house design restaurant, the level of hygiene inside and outside the restaurant, the level of safety in the design and installation of equipment and machinery in the restaurant, etc - Functional quality includes factors related to people, especially those who serve directly at the restaurant It is the employee's attitude, behavior, communication ability, external appearance, skill level, education level, psychological status, health status, age, gender, etc of the service staff Both technical quality and functional quality components affect the image of a restaurant and determine the restaurant's perceived food service quality The problem for restaurant managers is always to pay attention and find ways to improve both technical quality and functional quality on a regular basis based on changes in needs, preferences and requirements of the target customer market 2.2.2.4 High Consistency - Consistency here must be understood from two aspects: - Firstly, it is a high and smooth consistency in the awareness and actions of all members of the restaurant from the top to the bottom about the quality goals to be achieved by the restaurant Consistency therefore also requires the restaurant's business policies to be in sync - Secondly, it is synchronous, comprehensive, front and back as one and true to the promise that the restaurant has announced to customers The quality of food service is required to be good all the time, for both customers and employees in the restaurant department That means there is cannot exist a quality of service that only applies to a few key areas that restaurant managers think customers are most visible to deal with However, the consistency of restaurant service quality is not equated with immutability The quality of food service cannot only take place in a certain time, nor can it be built once and then applied forever without change It requires constant improvement and must be adapted to the actual requirements of the market 2.2.3 Conditions Affecting Restaurant Service Quality 2.2.3.1 Facilities One of the biggest factors affecting the service quality of a restaurant is the facilities If a hotel or restaurant is built with comfortable, modern facilities, with high aesthetics, hygiene and safety, it will make customers feel comfortable and bring satisfaction to customers Service staff show more professionalism with help customers more satisfied On the contrary, the lack of facilities before and after unsanitary will make customers have a bad impression and unsatisfied 2.2.3.2 Quality of Staff In the field of Restaurant - Hotel, in order to have high business efficiency, the human factor always plays an important role and directly affects the perception of customers Therefore, in the hotel, not only the staff but also the manager must be careful in every gesture and word Because, even though the restaurant has a system of modern and comfortable facilities, the staff is not really professional and unskilled, it does not guarantee the quality of service Therefore, the staff in the restaurant must undergo professional training, have good foreign language skills, and the ability to communicate as well as handle situations flexibly In addition, employees must also have a respectful and cheerful attitude in serving customers and a collective spirit in performing work 2.2.3.3 The Restaurant's Service Process Professionalism is not only shown through professional qualifications and skills, but also through the restaurant's standard service process The service process includes operations and stages for employees to perform in order to bring the most satisfaction to customers If the service process is good, the staff will have a more professional and effective service style, avoiding shortcomings in the service process Therefore, it requires businesses to design service processes and well manage risks that may affect the service process of hotel business departments 2.2.3.4 Other Factors Besides, in order for the service quality of the restaurant to be perfect, there must be solidarity and good coordination between the departments The departments need to support each other into a unified whole with the aim of bringing satisfaction to customers In addition, the service quality of the restaurant depends on the following factors: + Competitors: • If your restaurant and your competitor both sell the same products and services, your restaurant's service quality must be better and have more advantages than your competitors, in order to retain old customers and attract more new customers to increase revenue for the business + Service standards: • Include standards for better service and measurement measure the service quality of the restaurant, such as standards of service staff, hygiene standards, menu standards, etc + Resolve customer complaints • During the service, the restaurant will certainly receive different complaints from customers From then on, the restaurant will find out the cause of customer dissatisfaction, and at the same time overcome the weaknesses to improve the service, bring better service to customers 2.2.4 The Meaning of Improving Service Quality in the Restaurant 2.2.4.1 High Service Quality to Profits of the Restaurant Improving the service quality of the restaurant will help restaurants retain existing customers (making them come back to use the hotel's products again and again) and convince new customers (potential) This creates a lot of benefits for the restaurant such as - Minimizing marketing costs, advertising costs this means reducing the cost of products for the restaurant - Increasing market share and maintaining a high growth rate in the restaurant's customer quota will increase the restaurant's revenue - Increasing the number of customers is a measure to help promote the reputation of the restaurant's brand - something that every business wants to achieve in a market with strong competition like today The above problems all lead to an increase in profits for the restaurant business 2.2.4.2 Increasing Competitiveness in Selling Prices The tourist market and the local customer market are the main and most important customer markets for restaurant businesses This is also the customer market that is both the most demanding and sensitive, customers have a high ability to pay and they always demand very high quality of the products their buy Tourists never want to waste their time and money to "take" the annoyance, frustration or discomfort, local guests always have a harsh comparison Because of this high-class feature of tourist demand, tourists will be easily persuaded and accept to spend more money if they know that they will be able to buy it products of higher quality In fact, the restaurants in the hotel all know how to take advantage of the above characteristics to find ways to improve the quality of their services higher than their competitors in order to increase the selling price of their products reasonably (increasing the selling price but still being accepted by consumers) Thus, ensuring the ability to increase competitiveness in the market That proves that by investing in service quality, hotels on the one hand increase their retention existing customers and at the same time attract more new customers without spending advertising and marketing costs On the other hand, it is also a tool to help these businesses increase the selling price of their products while maintaining their prestige, reputation and position in the market It also means improving the quality of service that helps restaurants improve their capabilities in the market 2.2.4.1 Improving Service Quality to Reduce Business Costs for Restaurants In addition to reducing marketing costs and advertising costs for the restaurant, constantly improving service quality is also an effective measure to save business costs in general for this business - Guaranteed service quality will reduce the possibility of errors in the service delivery process That will help: + Minimize the waste of time and costs for checking and monitoring the service provision process + Reduce costs for repairing errors such as: compensation for damage to guests, costs of dealing with bad public opinion about the restaurant, costs of handling customer complaints - High service quality will reduce unreasonable costs of human resources because: + Restaurants that maintain and ensure good service quality will provide employees with a positive working environment Employees tend to stay longer and more loyal to the business As a result, the hotel's labor turnover ratio will be reduced, and the cost of recruiting and re-selecting employees due to frequent disturbances will decrease Chart 4.2.3: Customer reviews about the quality of the restaurant's facilities The survey shows that customers are not really satisfied with the quality of the restaurant's facilities and equipment Especially equipment and eating utensils, facilities need to invest more to improve customer satisfaction 4.2.2 Quality of Staff Table 4.2.2 Labor structure of Bistecca restaurant division Targets F&B Manager Restaurant manager Restaurant supervision Hostess Service Bartender Total Sex Quantity 1 10 21 Male 1 11 Female 1 10 - Restaurant Bistecca has a total of 19 employees and managers In general, the ratio of male and female employees of the restaurant is quite reasonable - Service staff are young, enthusiastic and dynamic, the average age of the desk staff is 23 years old Out of 10 waiters, have college degrees in tourism accounting for 30% and people have received elementary training in restaurant operations, accounting for 70% The professional qualifications of the staff are not uniform, more or less affecting the service quality of the restaurant - Bartender consists of people, average age is 25, bar staff have been trained through regular bartender classes Very good level of expertise and workmanship - Strengths of staff at Bistecca restaurant: Professional knowledge and skills: The table service department, although quite young, most of them graduated from College of Hospitality (3/4) or had experience working in other restaurants before coming back to work at Bistecca restaurant Bartender has all obtained professional certifications and some have had experience working in the bar of other hotels In addition, Bistecca restaurant often opens staff qualification tests at the end of every months, in this way the restaurant manager will understand and most accurately assess the staff’s qualifications to be able to compliment them Reward or retrain your employees Restaurant staff in general and service department staff in particular have a high sense of responsibility at work The staff with many years of experience in the restaurant always ensure a good implementation of the working process, from the stage of preparation, welcoming guests to the stage of seeing off guests In addition, the employees are constantly learning and searching to improve the working process more perfectly and hone their foreign language skills with the desire to satisfy customers Besides, these employees are always enthusiastic to help and guide new employees so that they can grasp the job easily and quickly New employees are always eager to learn, they know how to combine knowledge taught at school and experiences passed on by previous employees In addition, with their youth and enthusiasm for work, they have the ability to learn very quickly and easily adapt to the working environment - Weaknesses of Bistecca restaurant staff: + The service department and the kitchen department are relatively independent, so the coordination between these two departments is not close, leading to errors in the service process + The foreign language proficiency of the service staff is still quite poor, which hinders the restaurant’s customer service process, sometimes even making some customers uncomfortable because the staff cannot understand and communicate with customers + The supervision of staff is neglected, so the situation of employees gathering in one place, causing distraction during working hours, and delays in serving guests still occur Sometimes employees get caught up with urgent work, so they often forget to greet customers with a smile (Sourc e: fact survey) Chart 4.2.2 Customer reviews about the staff of Bistecca restaurant Survey results show that customers are quite satisfied with the current service process of the restaurant, but it is necessary to train and urge staff to perform better at all stages of the service process to further satisfy customers 4.2.3 Quality of Food and Beverage Bistecca restaurant mainly serves menu In general, the restaurant’ menu is quite rich, there are tastes that are Asian and European The food quality of Bistecca restaurant is very good, food hygiene and safety is always a top priority Before being brought into the restaurant for processing, all ingredients and spices are subjected to a rigorous inspection process for origin and ingredients All raw ingredients are frozen at the appropriate temperature to ensure freshness and nutrition when preparing dishes Chefs and kitchen staff always pay attention to nutrition issues, ensuring the taste and aesthetics of each dish to satisfy diners in the best way Chart 4.2.3 Customer evaluation of the quality the food of restaurant Survey results show that customers are relatively satisfied with the quality of food, drinks, hygiene decorate and price, but not satisfied with the menu 4.3 Evaluation of Service Quality at Bistecca Restaurant 4.3.1 Advantages - The first advantage is the facilities of Bistecca Restaurant with elegant design model has made a good impression on customers, especially international guests Adequate technical facilities and equipment, capable of meeting the needs of service demand The restaurant's facilities are checked, cleaned by the cleaning staff every day Technical equipment of the restaurant is periodically checked by the staff of the technical department and repaired quickly when requested by the restaurant staff - The next area of strength About the staff: The staff is enthusiastic, always tries at work, has a high sense of responsibility, knows how to support each other in work, has a spirit of receptiveness and eagerness to learn The service staff and bar staff who often interact with customers are quite young and dynamic, enthusiastic and friendly to customers Employees have relatively stable professional qualifications, knowledge and ability to provide information about the restaurant's products and services for customers understand There are often short-term training and testing sessions for employees, in order to improve the quality of the staff Bistecca restaurant staff always obey the rules and always have a good sense of cooperation with the restaurant manager - About the quality and variety of dishes of Bistecca restaurant is quite good, the buffet menu are quite rich, the chef can process some Chinese and European, Korean and Vietnamese dishes - The issue of hygiene and food safety is always a top priority, the chef always pays attention to the nutritional value and taste of the dish The aesthetics of the dishes are very good, the dishes are presented very eyecatching, the servings are always decorated with ingredients with harmonious colors, close to nature 4.3.2 Disadvantages Despite meeting the needs of the department's activities, the facilities still have a number of limitations: - The first disadvantage is the facilities: Due to the fact that it has been in operation for a long time, the restaurant's equipment has gradually deteriorated and lacked Some porcelain items such as plates, cups and some glass items such as glasses, spice jars have been broken due to negligence of customers and staff during the service leading to shortage of items in the restaurant When purchased replacement items, these items are out of sync in design and pattern - The next area of weakness About the staff: More than half of the guests at the Bistecca restaurant are foreigners, but most restaurant staff's ability to communicate in English is very limited In some cases, restaurant staff cannot fully express or misrepresent the restaurant's services to customers, which affects more or less the reputation of the restaurant in particular and the hotel in general at the same time lost the sympathy of customers Some service staff sometimes serve improperly, the situation of employees gathering to talk during working hours occurs often Sometimes during peak hours, the service department and the kitchen department not have close coordination leading to delays in serving guests, sometimes the service phase is interrupted - Regarding the quality and type of food products: The restaurant's menu has not impressed customers The menu just boringly lists the dishes in the order of the meal without any special highlights or dishes for the guests The design of the menu is quite large, monotonous and not eye-catching, inside the menu there are no photos of the dishes to increase the attractiveness as well as help customers better understand the dishes The restaurant does not have a special dish with its own style, which has not made a difference compared to other restaurants 4.3.3 Causes of the Disadvantages - The management board of the restaurant has not closely monitored the working process of the staff - The restaurant's reward system has not yet encouraged employees to work effectively - Serve staff and bar staff are quite young (from 20-30 years old) so practical experience is not much Professional qualifications are not really complete, some employees have not really tried their best at work The employee's sense of self-awareness is not high CHAPTER DIFFICULTIES AND SUGGETED SOLUTIONS 5.1 Diffculties In the restaurant, staff must follow service standards, they must constantly improve their knowledge of daily dining Currently, New Orient Hotel has too many competitors in the field of hotel and restaurant, especially holiday beach front resort chain such as Haian, Muong Thanh, etc Therefore, New Orient Danang and Bistecca restaurant have to upgrade to improve service quality, find suitable changes to create attractive accents for guests always working with a high sense of responsibility and trying to bring visitors the quality of service as the name "New Orient" 5.2 Some Solutions to Enhance the Quality of F&B Services at Bistecca Restaurant 5.2.1 Improving the Professional Capacity of the Staff Training professional and management skills for restaurant management team - The manager has a very important role in the restaurant, ensuring the job goes smoothly and bringing satisfaction to customers Therefore, professional tasks for restaurant managers are very important and necessary for them to master the knowledge and skills of best management, inspection and supervision of staff, ensuring service quality the best - The restaurant's board of directors needs to create conditions for supervisors to participate in management training courses so that they can fully develop their inspection and supervision capacity and can access higher positions easily in the future - The Board of Directors should organize professional training courses and equip them with knowledge and skills to organize and manage groups so that they can gain experience, serve the restaurant well and motivate the staff to work in the most effective way Establishing professional requirements for the restaurant's staff - Service skills are very important because it shows the professionalism of the staff and determines the quality of service at the restaurant, contributing to customer satisfaction, a fast, neat, clean, gracious service staff Necessary, thoughtful will make customers satisfied and come back to the restaurant to order a party later - Table service skill is the way staff arrange tables and perform table service skills according to the restaurant's standards, to improve service skills - The restaurant's board of directors should provide the following criteria: + Priority will be given to candidates with experience and skills in the service industry + The restaurant's board of directors should organize extra-curricular training sessions to improve service skills and behavior in each case + The restaurant's board of directors should motivate, encourage and create conditions for employees to attend professional competitions organized by the industry and tourism department to learn and improve professional knowledge, thereby improving the service quality of employees pellets Training employees in problem-solving skills Situation-handling and problem-solving skills need to be focused by the restaurant's management to satisfy guests, regularly organizing courses to improve these two skills The restaurant's board of directors should invite psychologists, or managers, human resources directors to share the situation that happened in the restaurant, offer some solutions for employees to easily apply to work Improving foreign language skills for employees The Human Resources Department needs to regularly organize advanced English classes for all restaurant staff, especially waitresses - The Board of Directors needs to regularly organize evaluation sessions, check the qualifications of all staff in the restaurant by answering questions and giving situations for employees to answer in English Thereby, it will evaluate the staff's qualifications, from which it is possible to give the most appropriate measures to improve the employee's qualifications - For employees with good foreign languages, it is necessary to be rewarded, increase salary, or be promoted to a higher position, so that they will be motivated to support and help weaker employees - Create conditions for employees to regularly exchange and communicate in English - English, use tools and equipment in English, encourage employees to participate in after-hours classes to improve communication skills Next, participate in international certification exams such as TOEIC, TOEFL, IELTS, 5.2.2 Menu Development and Food Quality Improving the skills of the kitchen team and developing the restaurant menu - The Board of Directors needs to regularly recruit good and talented chefs from professional schools, famous restaurants, or foreign chefs to work at restaurants to be able to meet the increasingly diverse needs of customers - Regularly send kitchen staff to attend professional classes to improve skills at professional schools, courses on kitchen and food hygiene and safety in foreign countries to learn from experience, contribute to improving and building a new and varied menu at the restaurant - Restaurants need to diversify food products by improving the skills of chefs, creating opportunities for them to learn new cooking knowledge, and combining chefs at the restaurant - Restaurants need to diversify food products by improving the skills of chefs, creating opportunities for them to learn new cooking knowledge, and combining chefs at the restaurant - Create conditions for chefs at the restaurant to participate in kitchen competitions such as - Master Chef, Iron Chef, to participate in the competition, learn skills from other chefs, thereby contributing to the introduction of the restaurant to the public widely Building dishes of the best quality - The Board of Directors as well as the chefs must learn and grasp the diverse tastes and preferences of customers, doing this, the restaurant will be very successful in building quality dishes, ensuring food delicious, hygienic, contributing to customer satisfaction - The Board of Directors needs to regularly check food hygiene and safety in the kitchen area, clean it, wear gloves and masks when preparing food, wash hands with specialized soap; for the kitchen staff to check their health carefully, when the employee is sick, the food must be isolated immediately, - The Board of Directors needs to strictly control the source of imported materials, food must have clear origin; For poultry and livestock meat, there must be a quarantine certificate issued by the state aquatic agency - To bring the best quality of food, the restaurant needs to use the freshest, carefully selected foods, always in a fresh condition, keeping its original quality 5.2.3 Adding and Improving Restaurant Equipment - Liquidation of old items such as forks, spoons items that have been chipped such as plates, tea cups, cups Diners will not have an appetite when using items that are no longer new or have been used chipped to enjoy a meal, even this will give customers a bad impression of the restaurant's aesthetics and service quality - To ensure safety as well as aesthetics, it is advisable to replace the old food trays with new ones with anti-slip properties - The restaurant should be decorated according to the characteristics of each season or according to the holidays and anniversaries of the year, making customers feel most comfortable and satisfied It is not necessary to change the restaurant layout, just need to add vivid elements to create a new feeling - The manager restaurant needs to periodically check the tools to capture the quantity and condition of the tools, thereby reporting and recommending replacement and replenishment if necessary In addition, specify personal responsibility for the management and use of the restaurant's assets Now, just to summarize, let’s quickly look at the main point again CHAPTER CONCLUSIONS AND SUGGESTIONS 6.1 Conclusions Nowadays, the tourism industry also does not stop developing, particularly the hotel business Improving efficiency in business operation is the target which any hotel business enterprises try to achieve One of the best and most effective ways to improve efficiency in business operation is improving service quality Improving the service quality of a business establishment not only contributes to increasing revenue for that establishment, but also helps that establishment create a strong foot hold in the market Give your business a distinct highlight, helping to attract customers to your business Improving service quality at any business establishment must fully ensure the following factors: reliability, assurance, responsiveness, tangibles, and portability Only then can the service quality be guaranteed to be perfect Through my research project, I have collected useful information about service quality and criteria to improve service quality of the catering business The analysis of the current state of service quality of the food and beverage department at Bistecca restaurant has helped me formulate a number of measures to improve the service quality of this department Hopefully with this research topic, I can contribute some personal ideas to improve the service quality of Bistecca restaurant Due to the limitations of qualifications as well as the practice time, this topic is not really complete I hope for the help and suggestions of the teachers to make my topic more complete 6.2 Suggestions 6.2.1 Suggestions for the Overall Issues Firstly, the restaurant needs to change the food menu The food needs to be more diverse and there are many options for guests from many countries, even vegetarian It can be designed with some pictures of special food to attract more The quality of the food must be guaranteed and worth the money that guests spend Secondly, the restaurant has to repair the air conditioning system to prevent water falling on guests' table and guests feel uncomfortable when the restaurant is too cold The music system and POS system are repaired as well Next, the manager and supervisor have to organize many training activities for staff, especially professional style and attitude according to –star standard The staff always listen and understand the needs of guests, be calm before unexpected situations and find the right solution Finally, Bistecca restaurant have to offer some promotions such as discounting, buy get 1(for beverage) … to attract more and upselling easier Trying to get more good comments on social media, especially on Tripadvisor, Traveloka… to promote the image of the restaurant more and more Moreover, the restaurant has to get more and more feedbacks from guests to understand the needs of guests as well as quickly overcome the points that guests are not satisfied 6.2.2 Suggestions for Duy Tan University I find that students not have enough chances to practice English with foreigners directly when they are at the university Therefore, the partly lack of confidence in communicating with foreigners So I think the university should regularly mix supplying students with theoretical information with English practice through practice activities, learning, and working, allowing students to correlate theory with practice, training, and improving their English skills Moreover, the university should also hold many conferences on career and training for the students to help them clearly orientate their future life Finally, I think the Faculty of English should extend the internship so that I can have more experience as well as complete the graduation project better ... during the internship at New Orient Hotel, I decided to choose to research on the topic:" An Investigation into the Real Situation and some Solutions to Enhancing Food and Beverage Services of Bistecca. .. the activities of preparing food, selling and serving the consumption needs of food and drinks and providing other services to satisfy the needs of food and entertainment at restaurants for the. .. decoration and house design restaurant, the level of hygiene inside and outside the restaurant, the level of safety in the design and installation of equipment and machinery in the restaurant,