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STUDENT LE MAI HONG SUONG MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS LE MAI HONG SUONG AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IM.
1 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS LE MAI HONG SUONG AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF F&B DEPARTMENT AT FOUR POINTS BY SHERATON DA NANG HOTEL GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES DA NANG – May 2021 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION THESIS LE MAI HONG SUONG AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF F&B DEPARTMENT AT FOUR POINTS BY SHERATON DA NANG HOTEL Major : English for Tourism Code : 702 SUPERVISOR: NGUYEN THI BAO YEN, M.A DA NANG – May 2021 ACKNOWLEDGEMENT This graduation paper could not be completed without the invaluable help, advice, and encouragement of my beloved teachers, friends, and family First of all, I would like to express my deepest gratitude to my supervisor, M.A Nguyen Thi Bao Yen She is the person who guided, supported and helped me enthusiastically to complete the graduation paper Secondly, with the enthusiastic concern of the University, I would like to express my sincere thanks and deep gratitude to all the teachers of Duy Tan University, especially teachers at Foreign Languages Department for their devoted teaching Finally, I would like to take this opportunity to say deepest and warmest thanks to my wonderful family and my friend, who give me with encouragement, supports and inspirations as well as the great care and love during the process of doing the paper I wish all of you have a good health and success Thanks for all! STUDENT: LE MAI HONG SUONG CODE: 2320315681 STATEMENT OF AUTHORSHIP I certify that this case study does not contain any material which has been written or published by another person except where referenced within the text No other person’s work has been used without due acknowledgement in the thesis This paper has not been submitted for qualifications or been awarded another degree or diploma Da Nang, May 2021 Student Le Mai Hong Suong STUDENT: LE MAI HONG SUONG CODE: 2320315681 ABSTRACT In this graduation paper, I would like to investigate the real situation and give some suggestion to improving the service quality of F&B Department of Four Points by Sheraton Da Nang Hotel This case study is done based on the theoretical background and the practical data To acquire the outcomes, I have gathered the entirety of the fundamental related data about the restaurant, hotel, etc from the primary and secondary sources, such as textbooks, the Internet, as well as the data of the Food and Beverage Department and the customer’s evaluations of the restaurant through my survey, findings, and observation Based on this information, I would offer some characteristics of staff, service, organizational structure and tourist resource of the restaurant, the propose some practical ideas to improving the service quality By doing this research, I hope Four Points by Sheraton Da Nang Hotel will attract, ore guests to the hotel STUDENT: LE MAI HONG SUONG CODE: 2320315681 LIST OF TABLES STUDENT: LE MAI HONG SUONG CODE: 2320315681 LIST OF DIAGRAMS Diagram 1: Organizational Structure of hotel 22 Diagram 2: Organizational structure of Four Points by Sheraton Hotel F&B department 34 Diagram 3: The Serving Process of F&B Department .37 Diagram 4: Process of serving conference party 41 STUDENT: LE MAI HONG SUONG CODE: 2320315681 LIST OF ABBREVIATIONS F&B: Food and Beverage VND: Viet Nam Dong STUDENT: LE MAI HONG SUONG CODE: 2320315681 CHAPTER 1: INTRODUCTION 1.1 Rationale Over the past years, Vietnam has been striving to become a developed country in the world Alongside the advancement of the world and the trend of worldwide economic joining, our country hasentered globalization period The tourism industry is one of the sectors that contribute quite big in that revolution in our country as well as Da Nang city The travel industry is presently becoming one of the most critical factors It brings incredible financial advantages, carries huge incomes to the nation, solves employment, contributes to the preservation and promotion of the nation's cultural values and improves our life Many people choose to work in the tourism industry for its career oppoturnity and significant pay In the tourist activities, the hotel business is one of the most prominent sectors, particularly Food and Beverage service This department influences straightforwardly to customers inside and outside of the hotel It brings renown, charisma and a great source of revenue for hotels More competition made in the hotel business in general and in the restaurant business in particular, so we need to improve restaurant service in the hotel to fulfill and satisfy the guests Four Points by Sheraton Danang Hotel is a luxury hotel with a rating of five stars Four Points by Sheraton Danang Hotel provides a diverse range of food and beverages for hotel’s guests With a team of wellknown chefs and professional staff, the hotel has satisfied guests with beautiful food service, quality as well as variety of products STUDENT: LE MAI HONG SUONG CODE: 2320315681 10 The accommodation service establishments are built more and more, this is significantly affected Four Points by Sheraton Danang Hotel, and especially its Food and Beverage service Recognizing the importance of waiters and waitresses and improving the quality of service at the F&B I would like to make a deep research “An Investigate to the Real Situation and Solutions to Improving the Service of F&B Department of Four Points by Sheraton Da Nang Hotel” 1.2 Aims and Objectives 1.2.1 Aims This study researches the current situation at the restaurant of Four Points by Sheraton Da Nang Hotel In this research, I build a rational for improving service quality in the restaurant business Collecting data, evaluating the work of staff, and the attitude of guests to the services of the F&B Department From there, I looking for solutions to improving the quality of F&B service, contributing to enhance business efficiency, increasing revenue, attracting more customers to the hotel in the future 1.2.2 Objectives This research is intended to: • Provide a descriptive analysis of service quality at the F&B Department of Four Points by Sheraton Da Nang Hotel • Figure out strong points, weak points, advantages and disadvantages of the F&B department • Suggest some effective solutions to improving the quality of the F&B Department at Four Points by Sheraton Da Nang Hotel 1.3 Scope of the Study This study focuses on improving the service quality of the service department of Food and Beverages at Four Points by Sheraton Da Nang Hotel Scope of time: Statistics and relevant documents were used from 2018 to 2019 STUDENT: LE MAI HONG SUONG CODE: 2320315681 48 4.2.3 General evaluation about the service quality of F&B Department at Four Points by Sheraton Da Nang hotel 4.2.3.1 Strenghts Facilities: - The restaurant has an elegant and luxurious design that has impressed both domestic and international guests - Fully technical facilities and equipment, capable of all service needs - Facilities are checked and cleaned daily by staff - Technical equipment of the restaurant is periodically checked by technical staff and repaired quickly when requested by the restaurant Labor force: - Enthusiastic staff have a high sense of responsibilit, a spirit of receptiveness and eagerness to learn, support each other in work - Staff with stable professional qualifications, understanding and ability to provide information about products and services to customers - Restaurants often organize short training sessions for staff, in order to improve the service quality of the staff - Restaurant staff always obey the rules and always have a good sense of cooperation with the restaurant Process serving: The restaurant service process includes the following steps: Greet guests -> lead guests to their seats -> pull out chairs for guests -> give menus to guests -> order food for guests -> serve food and drinks -> check satisfaction -> pay bills -> see off guests In general, this service process is satisfactory and satisfying customers Quality and variety of dishes: - The quality and variety of the restaurant's dishes are quite good, the buffet menu and the buffet menu are diverse The chef can cook a variety of international dishes - Food hygiene and safety is always a top priority, chefs always pay attention to the nutritional value and taste of the dishes - The aesthetics of the dishes are very good, the dishes are presented very eyecatching STUDENT: LE MAI HONG SUONG CODE: 2320315681 49 4.2.3.2 Weakness Facilities Because the restaurant has been in operation for a long time, the restaurant's equipment has gradually deteriorated and lacked some porcelain items such as forks, cups, glasses, spice jars, were broken due to negligence of customers and staff during service This makes the items in the restaurant lacking, when buying new to supplement, these items are out of sync in design and pattern Labor force Sometimes during peak hours, the service department and the kitchen department not have a close coordination leading to delays in service, sometimes the service phase is interrupted Process serving Most of the customers are not satisfied with the service time of the restaurant They complained about having to wait too long for their meals This is an easy thing to when running a restaurant, especially during peak hours Quality and variety of dishes The restaurant has no special dishes with its own style, has not made a difference compared to other restaurants STUDENT: LE MAI HONG SUONG CODE: 2320315681 50 CHAPTER 5: SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF F&B DEPARTMENT In the face of increasingly fierce competition in the current hotel business environment, improving product quality, as well as improving the service process is an extremely important decisive factor for the survival of the hotel a hotel Below are the measures to contribute to improving the service quality of the F&B Department at Four Points by Sheraton Da Nang hotel 5.1 Addition and improvement the quality of facilities - Periodically check the facilities to capture their quantity and condition Thereby reporting and proposing to replace and supplement equipment if necessary - The restaurant's lobby space needs cleaning Because this is the face of the restaurant, the place to welcome guests, so need a nice and clean space Glass doors need cleaning regularly to avoid dust accumulation - Restaurants need to equip more food service equipment, tablecloths to create synchronization, modernity and luxury, replacing old utensils that are not hygienic as well as aesthetic in dining such as: Some of the white tablecloths were stained, chipped, and had dirty laundry stains - The kitchen area needs additional staff support equipment such as trolleys to transport food, bowls and plates need to be checked to detect chipped damage and replace them Cracked beer cups need to be replaced with new one to avoid mismatched cups on a party table - The stage area often has a change of style and design to keep up with new trends All electricity in the restaurant needs to be periodically checked, repaired and replaced - Decorating the restaurant according to the characteristics of each season and holiday of the year This can makes customers feel more excited and satisfied STUDENT: LE MAI HONG SUONG CODE: 2320315681 51 5.2 Improve human resource management - Restaurant managers need to consider the shortage of human resources and have a reasonable recruitment plan, then arrange employees into positions that are suitable for their professional capacity and have adequate remuneration in terms of material and spirit, so that employees can work long-term commitment with the business - Regularly monitor the service process of the staff to ensure that the staff always comply with the set standards of the restaurant that will help employees to be aware and responsible for the assigned work thereby creating a professional environment Employees are also increasingly improving themselves professionally When detecting errors in time, it will be a lesson for the employee himself and other employees to avoid similar mistakes - During peak days, management needs to have a reasonable division of work between departments to avoid bad cases in the process of serving guests At that time, the restaurant can hire more seasonal employees With these employees, the professionalism is not high, the work experience is still young, so it is necessary to supervise their working process These employees should only let them side jobs such as cleaning, sanitizing, washing dishes, helping in the kitchen, clearing the table, this will reduce the pressure on the official employees and not affect the quality serve customers In the low season, employees can go to work skills training to improve their skills 5.3Improve the quality of the service process One of the issues that guests complain the most is the time they have to wait for their food and drinks to be served Waiting time should be a reasonable minimum amount of time between dishes Therefore, the staff in the restaurant need to have close coordination and mutual support to complete the job well STUDENT: LE MAI HONG SUONG CODE: 2320315681 52 Service must ensure the following provisions: - Ensure the time requirements so that customers not have to wait too long Serve in the right order Clear and accurate information Non-discriminatory in the service process There is harmony between departments when serving phục Always smiling to customers and responding to all customer requests as quickly as possible 5.4Improve the quality and diversify food and beverage products - Enrich the number of dishes by adding new dishes and drinks to the menu, but not indiscriminately adding to the menu but must be conducted on the basis of studying customer needs only then will it be effective Customer research is the study of the preferences and tastes of traditional and potential customers The restaurant's menu is now repetitive, so regular customers will feel bored - Encourage kitchen staff to create new, unique and delicious dishes Diversification of food and beverage products must be accompanied by improving product quality, avoiding the creation of new but poor quality products - Open training classes for kitchen staff facilitate them to participate in competitions, conferences with other hotels to learn new dishes CHAPTER 6: CONCLUSION AND SUGGESTION 6.1 Conclusion Currently, in Vietnam, the hotel and restaurant business is thriving, and people's lives are increasingly being improved More and more customers come to restaurants to use the service Along with that was the birth of a series of restaurants and catering businesses To attract customers and compete in the market, restaurants must constantly improve the quality of food service STUDENT: LE MAI HONG SUONG CODE: 2320315681 53 And to survive as well as standing on that market, there is no other way that businesses must improve their product quality, creating superior products compared to competitors Da Nang, a young, dynamic city is developing emphatically, a series of projects building high-end hotels and resorts being conducted, in the near future will be a competitive market stiffness So the selection of the appropriate target market segment to provide a sensable product policy is a very important thing With a scale of 5-star hotels according to international standards, Four Points by Sheraton Da Nang Hotel is attempting to develop themselves to stand immovably on the current Da Nang tourism market With the business goals are profit, but that is not the top goal that the hotel business always follows, the main goal is: stable and developed to ensure jobs of workers, improving the quality of service needs to fulfill visitors Over the years thanks to the efforts of all employees, the hotel has gradually overcome difficulties and obstacles to achieve business performance To endure and have a standing position in the tourism market, Four Points by Sheraton Da Nang must strive to improve itself in all perspectives, always ensure and improve the quality of its services With future strategies, we hope that the Four Points by Sheraton Da Nang Hotel will be stronger 6.2 Suggestions From the weakness that I analyzed and evaluated in chapter , I think that the hotel should propose the solution to solve all problems they have met This is below some suggestions I would like to provide to the hotel management for reference 6.2.1 For Four Points by Sheraton Da Nang Hotel STUDENT: LE MAI HONG SUONG CODE: 2320315681 54 - The Board of Directors needs to construct a number of standards of service quality and mobilize complying and mitigation officers in the process of - serving There is a sensible price policy, meeting hotel’s consumer needs Complete distribution channels, establish good cooperative relationships with - travel companies, travel agents especially simultaneous hotels Completing the promotion of the hotel's brand Regularly invite hotel experts to exchange experiences with employees - Create an enthusiastic working air, solidarity of the staff among the departments in the hotel 6.2.2 For F&B Department - Each employee must always improve the professional qualification and expand foreign language for high efficiency communication Employee need to be aware of their role in the process of creating hotel products - Serving many guests with different nationality, customs of practices, age, qualifications, needs, hobbies, consumer habits Therefore, it is necessary to ask for staff to have a understanding surely about these kinds of visitors to have high quality service, amenable assistance in communicate - Employee must always learn the mood, the desire of the guests, comprehend the hotel's imperfections, seek to overcome, tackle to satisfy guests - Staff make satisfaction for guests when staying at the hotel, having goodbye and wishes with a nice trip when guests leave the hotel STUDENT: LE MAI HONG SUONG CODE: 2320315681 55 REFERENCES Websites (1) Leo Dong (29/12/2019) Classification of Hotels Retrieved from: https://hotelbriefing.blog/2019/12/29/cac-hinh-thuc-phan-loai-khachsan-classification-of-hotels/ (2) Ánh Dương 29/09/2018 Có thực đơn ẩm thực độc đáo khách sạn hạng sang? Retrieved from: https://cafebiz.vn/co-gi-trongthuc-don-am-thuc-doc-dao-cua-khach-san-hang-sang20180927102920034.chn (3) A.D 30/10/2018 Du ngoạn ẩm thực giới Four Points by Sheraton Đà Nẵng Retrieved from: https://cafef.vn/du-ngoan-am-thucthe-gioi-tai-four-points-by-sheraton-da-nang-20181029205127987.chn (4) Mr Luan 21/05/2015 Đặc điểm kinh doanh khách sạn Retrieved from: https://luanvanaz.com/dac-diem-cua-kinh-doanh-khach-san.html (5) Hotel.com Four Points by Sheraton DaNang Retrieved from: https://vi.hotels.com/ho724274432/four-points-by-sheraton-danang-anang-viet-nam/?destination-id=724274432&q-rooms=1&q-room-0adults=2&q-room-0-children=0 STUDENT: LE MAI HONG SUONG CODE: 2320315681 56 SUPERVISOR’S COMMENTS STUDENT: LE MAI HONG SUONG CODE: 2320315681 ... overview of Four Points by Sheraton Da Nang Hotel • Chapter includes analysis and evaluation of the quality of Food and Beverage Department of Four Points by Sheraton Da Nang Hotel by weaknesses and. .. 5-stars hotel, Four Points by Sheraton Da Nang Hotel organizations provide enough services to meet the demands of visitors coming to the hotel 3.6.1 F&B Department of Four Points by Sheraton Da Nang. .. resort The task of Four Points by Sheraton Danang Hotel is providing the best facilities and services on the market that meet the needs of customers Moreover, Four Points by Sheraton Danang Hotel