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.
INTRODUCTION
Rationale
In recent years, Vietnam has aimed to establish itself as a developed nation, actively participating in the global economy The tourism sector has played a pivotal role in this transformation, particularly in Da Nang, by generating substantial revenue, creating jobs, and promoting the preservation of cultural values This industry not only enhances the quality of life for many but also offers lucrative career opportunities, making it an attractive field for employment.
The hotel industry plays a vital role in tourism, with the Food and Beverage service being a key component This department significantly impacts guests both within the hotel and in the surrounding community, enhancing the overall customer experience.
Enhancing restaurant service within hotels is essential to attract guests and generate significant revenue, as increased competition in the hospitality industry necessitates a focus on delivering exceptional dining experiences.
Four Points by Sheraton Danang Hotel is a luxurious five-star accommodation that offers an extensive selection of food and beverages for its guests With a team of renowned chefs and professional staff, the hotel ensures exceptional service and a diverse menu, delighting visitors with both quality and variety.
The growing number of accommodation service establishments has notably impacted the Four Points by Sheraton Danang Hotel, particularly in its Food and Beverage services Acknowledging the crucial role of waitstaff, the hotel is committed to enhancing service quality in its F&B offerings.
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 bySheraton Da Nang Hotel”.
Aims and Objectives
This study analyzes the current state of the restaurant at Four Points by Sheraton Da Nang Hotel, focusing on enhancing service quality in the food and beverage (F&B) sector By collecting data and assessing staff performance along with guest feedback, the research aims to identify solutions that improve F&B service quality The ultimate goal is to boost business efficiency, increase revenue, and attract more customers to the hotel in the future.
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&BDepartment at Four Points by Sheraton Da Nang Hotel.
Scope of the Study
This study aims to enhance the service quality of the Food and Beverages department at Four Points by Sheraton Da Nang Hotel, utilizing statistical data and relevant documentation from 2018 to 2019.
Method of the study
In the process of making this: I use the methods such as:
Data collection methods involved gathering information from diverse sources, including online resources, case studies of former students, and tourism literature available in the Duy Tan University library.
Method of Description and Analysis: from the collected data, I analyzed the actual situation of F&B Department at Four Points bySheraton Da Nang Hotel.
Organization of the study
This study is presented in six chapters:
Chapter 1 is the information of the graduation paper including rationale, aims and objectives, scope of the study, method of the study and study’s organization.
Chapter 2 is theoretical background about hotel business and Food and Beverage Department.
Chapter 3 is case description describing the overview of Four Points by Sheraton Da Nang Hotel.
Chapter 4 includes analysis and evaluation of the quality of Food and Beverage Department of Four Points by Sheraton Da Nang Hotel by weaknesses and strengths.
Chapter 5 is the solutions to those issues.
Chapter 6 is the suggestions for improving the quality of Food andBeverage Department at Four Points by Sheraton Da Nang Hotel, and the conclusion.
THEORETICAL BACKGROUND
Hotel
The word "hotel" comes from French, originally describing the opulent residences of royalty As economies and lifestyles have evolved, so too have tourism and the hotel industry, expanding in both scope and sophistication This evolution has refined the concept of hotels, showcasing their growth and development over time.
In their 1995 book "Welcome to Hospitality," the American Research author group defines a hotel as a facility where guests can rent sleeping pods for overnight stays Each sleeping pod must include at least two small rooms—a bedroom and a bathroom—equipped with essential amenities such as a telephone and a radio Beyond basic accommodations, hotels may offer additional services, including luggage delivery, a business center with photocopying facilities, restaurants, bars, and various entertainment options located within or near commercial areas, resorts, or airports.
Nowadays, there are a number of hotel types, which can be classified in multiple ways Hotels are classified by following criteria:
- Location: This standard is used to classify where a hotel is located: City center hotel (Public hotel), Suburban hotel, Resort hotel, Airport hotel and Highway hotel.
- Ownership and Management form: This is an independent hotel(Independent Hotel), a chain hotel (Chain Hotel), a managed hotel(Management Contract), or a Franchise Hotel.
- Target Market: Businessmen, Tourists, Families, Card Guests, Conference Visitors, Healing Guests, Pilgrims… From there we have Business Hotel, Conference Hotel, Family Hotel, Casino Hotel,….
Our service options cater to various preferences and needs Choose full board for a comprehensive experience that includes room charges and three daily meals, available as either a set menu or buffet Alternatively, opt for half board, which features room rates along with breakfast and either lunch or dinner For those seeking a simpler arrangement, our bed and breakfast option offers room charges that include a delicious breakfast to start your day.
- Service standards: Budget hotel (Economy or budget hotel), mid-level hotel (Midscale service) or high-class hotel (Upscale, Luxury or World Class service)
Small hotels: Less than 100 rooms
Large hotels: 300 rooms or more
Super large hotel: over 1,000 rooms
- Star rating: 1-star hotels, 2-star hotels, 3-star hotels, 4-star hotels, and5-star hotels.
Hotel Business
Researchers have explored various concepts related to the hotel business, which has evolved significantly over time Initially, the hotel business focused solely on providing paid overnight accommodations for guests However, as customer demands increased, the industry expanded its offerings This evolution can be understood in both broad and narrow contexts, highlighting the dynamic nature of the hotel business.
In wide sense, hotel business is the activity of providing services catering for the needs of rest and dining of the guests.
In a narrow sense, hotel business only ensures to service the sleep needs for guests After that, the content of hotel business is expanding in scale and rich in genres.
The hotel business, as defined by Nguyen Van Manh and Hoang Thi Lan Huong in their hotel business administration curriculum, encompasses activities focused on delivering accommodation, catering, and additional services to guests This sector aims to fulfill the demands for lodging, dining, and entertainment at tourist destinations while generating profit.
Despite hotel products are various according to customers’ demands, they are divided into three kinds identified as hospitality business, catering business and additional services business.
Hospitality business in hotel business is the most basic activity providing room to guests to make profit while they temporarily leave their house to stay at places of interest.
Catering business includes processing, selling food and offering other services to fulfill visitors' necessities of food and drink at restaurants or hotels to acquire profit.
Additional services business offers services varying from the two above services to satisfy minor requirements of customer and improve hotel products Generally, there are typically two kinds of needs:
The normal needs are such as telephone, pressing, laundry, etc
The special needs associating with purpose of the trip: spa, souvenir, exchange money, etc.
In the hotel business, there are four outstanding features:
- Hotel business depends on tourism resources at tourist destinations:
Tourism resources play a crucial role in attracting visitors and driving the success of the tourism industry Regions rich in these resources can effectively draw tourists, while those lacking them struggle to gain traction The availability of tourism resources significantly impacts hotel businesses, influencing their scale, value, and appeal in the area.
- Some types of tourist accommodation establishment such as hotels, tourist village require large investment:
The high begining investment is because of the number and quality of the hotel's facilities: technical facilities, luxury of the equipment inside Initial expenses for infrastructure, land
- Hotel business requires relatively high direct labor:
The hotel's services are primarily delivered by a specialized staff, whose effectiveness is closely tied to guest utilization time This necessitates a significant workforce to provide direct service, leading to high operational costs Consequently, a hotel manager must find ways to reduce these expenses while maintaining high-quality service standards.
- Hotel business is affected by a number of rules:
The hotel industry operates under various regulations, including natural, socio-economic, and human psychology laws These laws can have both positive and negative effects on hotel operations Therefore, it is essential for hotel businesses to thoroughly understand these regulations in order to mitigate adverse impacts and enhance beneficial effects, ultimately leading to more efficient business practices and growth.
Signification of hotel business in tourism industry
- Hotel business is one of the main activities of tourism industry and responsible for important tasks of the sector.
Travelers' budgets contribute to the local economy by funding accommodation and catering services in hotels at popular destinations, which in turn boosts the GDP of both the region and the country.
- Development of hospitality business contributes to increase domestic and international investment, and also mobilizes unused investment of citizens.
- Hotels are big partners of various areas in the economy, such as heavy industry, light industry, food industry, agriculture and especially craft.
- The need for a large amount of direct labor solves a part of unemployment issue.
The hotel industry plays a crucial role in enhancing workers' productivity by offering opportunities for active leisure during travel By fulfilling the demand for weekend getaways, hotels not only provide a space for relaxation but also contribute to the overall improvement of both material and spiritual living standards for individuals.
- Facilitates the meeting and exchange of people from every area, from different nations to Vietnam.
The hotel industry plays a crucial role in boosting both the economy and society of a nation, becoming a key strength for many countries Therefore, it is essential for Vietnam to implement effective strategies to foster the growth of this sector.
An overview of F&B Department
A F&B Department is important part in the hotel During visitor’s staying, they will go to the restaurant to satisfy their needs as well as enjoy local cuisine.
A restaurant is a commercial establishment that serves food and beverages to the public, welcoming everyone to enjoy its offerings for a fee It aims to meet customer satisfaction by providing a comfortable environment where guests can relax while dining In essence, patrons pay for the food and beverage services, making it a popular choice for social gatherings and meals.
Restaurant comes from the word of “Rest and rent” It is the place where the guests take their food & beverage
A restaurant is a business that prepares and serves food and beverages to customers for payment, typically on-site, but also providing take-out and delivery options They come in various forms, showcasing diverse cooking styles and service models, from affordable fast food and cafeterias to mid-range family dining and upscale luxury venues.
2.4.2 Functions and Roles of F&B Department
The Food and Beverage department is a crucial part of a hotel, responsible for managing and delivering food and beverage services to both guests and non-guests As the second-largest profit source for hotels, this department plays a vital role in enhancing customer satisfaction and overall business success While catering services may not be the primary focus, they significantly contribute to the hotel’s appeal and profitability, ensuring a positive experience for all visitors.
Assessing the quality of restaurant services is challenging due to the need to evaluate four key components: execution methods, tangible goods, current service, and hidden service While the first two components are tangible and easier to assess, the latter two are abstract and rely heavily on customer perception This perception can vary significantly based on individual consumer habits, including time, space, and mood, making it difficult for managers to gauge service quality accurately To navigate these challenges, restaurant managers often turn to measurable factors such as guest counts, staff attitudes, and customer feedback.
The quality of restaurant services depends on the service provision process of the hotel business:
The service quality of a restaurant often lacks technical quality and functional quality
The technical quality of a restaurant encompasses the comfort and modernity of its equipment, the aesthetic appeal of its interior design, and the overall safety assurance for customers High-quality technical facilities not only enhance the dining experience but also reflect the establishment's commitment to excellence.
- Functional quality: includes factors related to people who are direct service staff at the restaurant That is attitude, behavior, communication ability, ect.
2.4.4 Classification of Food and Beverage Department
The main kitchen, situated on the ground level, is essential for preparing the dishes listed on the menu, as well as for creating fundamental gravies, sauces, and pastas.
Satellite kitchens: are adjacent to the restaurant located at different floor levels and are responsible for the preparation of dishes offered by the those restaurants.
Bakery and confectionery: is responsible for preparation of bakery goods and all kinds of confectionery items and sweets.
Restaurants: serve the dishes offered on the menu cards.
Room service: department serves food and beverage in guest rooms.
Bar and dispense bar: are responsible for the service of all kinds of alcoholics.
Banquets: are responsible for organizing all types of function catering.
Lounge: is a public area located near the reception, where food and beverages are served to the guests.
Purchase department: procures the ingredients and other supplies according to the specification.
Stores: ensure adequate stock level of all commodities maintained at all times.
Stewarding: provides clean pots and pans for cooking; cutlery;crockery, and glassware for service; clean the kitchen and cooking equipment,collects materials from the stores, and control pests.
CASE DESCRIPTION
Four Points by Sheraton Da Nang Hotel
3.1.1 General introduction of Four Points by Sheraton Da Nang Hotel
Add: 118-120 Vo Nguyen Giap St Phuoc My Ward, Son Tra District,
Email: fourpoints.danang@fourpoints.com
Web: www.marriott.com/hotels/travel/dadfp-four-points-danang
Some pictures about Four Points by Sheraton Da Nang Hotel
3.1.1 History of Four Points by Sheraton Da Nang Hotel
Four Points by Sheraton Da Nang, part of Marriott's prestigious hotel management group, is Vietnam's first 5-star hotel from Marriott International, officially opened on May 19, 2018 This impressive 36-story hotel features 390 uniquely designed rooms, each equipped with modern furnishings, a sofa, and a desk, along with private balconies that offer stunning views of the city and Son Tra Peninsula Guests can enjoy a restaurant that seats over 150, a renowned bar serving local Best BrewsTM draft beer, a rooftop swimming pool, a state-of-the-art gym, and 13 therapeutic spa rooms, ensuring a luxurious and relaxing experience.
Logo of Four Points by Sheraton Hotel
3.1.2 Functions and Task of Four Points by Sheraton Da Nang Hotel
From its inception, Four Points by Sheraton Da Nang Hotel has focused on delivering exceptional services to meet the leisure, dining, and entertainment needs of both international and domestic tourists visiting the resort.
Four Points by Sheraton Danang Hotel is dedicated to offering top-notch facilities and services that cater to customer needs The hotel prioritizes creating an optimal working environment for its employees, ensuring profitability for the resort Additionally, effective management and alignment with the resort's defined objectives are crucial, providing staff with a clear sense of purpose, policies, and direction.
3.1.3 Four Points by Sheraton Da Nang Hotel’s operation system
3.1.3.1 Organizational Structure of Four Points by Sheraton Hotel
D ir e ct o r V ic e D ir e ct o r
Diagram 1: Organizational Structure of hotel
3.1.3.2 Functions and task each department at Four Points by Sheraton Hotel
The Director: Director and Vice Director
Hotel management involves overseeing all aspects of the business, including finance, human resources, and daily operations Managers are responsible for developing business programs, supervising staff, and directly hiring employees They also maintain relationships with government entities and suppliers Additionally, they ensure customer satisfaction by handling requests such as room bookings and connecting guests with various services both within and outside the hotel.
The hotel staff manages guest accommodations and oversees the check-in and check-out processes They collaborate with various departments to ensure seamless service, including food and beverage, temporary lodging, and additional amenities This area serves as a vital hub for essential information that supports the hotel's operations.
Hotel staff play a crucial role in ensuring customer satisfaction by providing exceptional sleep services throughout their stay They are responsible for cleaning and maintaining guest rooms, preparing them for new arrivals, and offering additional services such as laundry and ironing Additionally, they facilitate dining needs by coordinating with the restaurant and manage the mini bar, keeping receptionists informed of any updates.
Restaurant staff are responsible for serving food and drinks to customers while effectively coordinating with receptionists and housekeeping to gather information about customer preferences They ensure that diners receive prompt assistance whenever needed, enhancing the overall dining experience.
They run business activities of the hotel, offer suitable policies, research the target market segment, and create advertising programs effectively
This division is tasked with ensuring that their products and services meet guest expectations The team must effectively manage pricing in response to market fluctuations and align with the hotel's business strategy.
Hotel security personnel play a crucial role in safeguarding guests' property and ensuring their safety throughout their stay They provide secure handling of luggage and monitor the premises to protect both guests and their belongings This vital aspect of hotel operations is overseen directly by the hotel manager, ensuring a safe and comfortable environment for all visitors.
Hotel accountants manage the financial activities of the establishment, overseeing both assets and liabilities Their primary responsibilities include synthesizing data related to the hotel's business operations and reporting quarterly and annual financial results to the director They prepare salary tables and maintain accounts for assets, liabilities, and pricing Additionally, they monitor expenditures across all departments within the hotel.
3.1.4 Facilities of Four Points by Sheraton Da Nang Hotel
3.1.4.1 The system of technical facility in accommodation service
Four Points Hotel with 33 floors including 390 bedrooms is designed with modern, unique and luxurious furniture, all rooms have sofas and desks.
The hotel offers a variety of guest room options, including 130 Twin rooms and approximately 260 Double rooms, all rated for quality Guests can enjoy stunning sea views from the beautiful resorts, ensuring a memorable stay.
Four Points by Sheraton Da Nang has six types of rooms: Superior King Room, Superior Twin Room, Deluxe Room, Panoramic Room, Panoramic Deluxe Room and Corner Suites Room.
Superior King Room: The room has an area of about 32m2, with a view of the sea Room is equipped with 1 double bed, the bathroom has a bath tub.
Superior Twin Room: The room has an area of about 32m2, with a view of the city Room is equipped with 2 single beds, the bathroom has a bath tub.
Deluxe Room: The room has an area of about 32m2, with a view of the sea Room is equipped with 1 double bed or 2 single beds, the bathroom has a bath tub.
Panoramic Room: The room has an area of about 32m2, with a view of the bay Room is equipped with 1 double bed, or 2 single beds, the bathroom has a bath tub.
Panoramic Deluxe Room: The room has an area of about 32m2, with a view of the sea Room is equipped with 1 double bed or 2 single beds, the bathroom has a bath tub.
Corner Suites Room: The room has an area of about 65m2, with a view of the sea Room is fitted with 1 double bed, the bathroom has a bath tub
3.1.4.2 The system of technical facilities catering
- Located on the 3rd floor of the hotel, the restaurant serves local and international cuisine From the freshest ingredients typical of the tropics, The
The Eatery offers a delightful blend of Southeast Asian flavors and popular international dishes, enhancing your dining experience with live chef performances in an open kitchen Whether you're seeking a hearty breakfast, a relaxed lunch, or an intimate dinner, The Eatery guarantees ultimate satisfaction and memorable moments.
- Operation time: Morning: 06:00 - 10:30, Noon: 11:00 - 14:30, Evening: 18:00 - 22:00.
- Guests booking Four Points by Sheraton Danang Hotel with breakfast buffet will be used at The Eatery restaurant Time to eat breakfast service from 06:00 - 10:30
- Buffet breakfast, fee from 350,000 VND
Continental breakfast, fee from 324,000 VND
Full American breakfast, fee from 324,000VND
Situated on the 1st floor of the hotel, The Lounge offers a cozy and inviting atmosphere for enjoying tea, coffee, and cakes Ideal for a leisurely late breakfast, an afternoon espresso, or a glass of wine while overlooking the city at night, it features various indoor spaces and a charming outdoor balcony Guests can unwind on comfortable sofas, catch up on the news, or hold informal meetings, all while being serenaded by gentle, relaxing music that enhances the overall experience Perfect for socializing with friends after a busy day, The Lounge is a must-visit spot.
Perched on the 36th floor of Four Points by Sheraton Danang, Horizon Bar offers a delightful selection of beers, cocktails, and snacks in a stunning open space beside the infinity pool Celebrated for its Best Brews beer collection from around the globe and exclusive local drafts, Horizon Bar has earned a spot among the top 5 bars in Da Nang on Tripadvisor Guests can enjoy refreshing drinks while taking in the gentle breeze from nearby My Khe beach.
3.1.4.3 The system of technical facilities extra service
- Grand Ballroom (1st floor): accommodates about 90-310 guests (depending on layout).
+ Ballroom 1 or 2: can accommodate about 40-162 guests (depending on the layout).
- Charm (2nd floor): can accommodate about 32-102 guests (depending on layout).
+ Charm 1 or 2 or 3: can accommodate about 12-41 guests (depending on the layout).
- VIP meeting room (2nd floor): accommodates about 10-16 guests.
- Vista (35th floor): accommodates about 30-91 guests (depending on layout).
Vista 1 or 2: accommodates about 14-47 guests (depending on the layout).
- Panorama (35th floor): can accommodate about 36-137 guests(depending on the layout)
- Spa services: The Serenity spa is located on the 34th floor of the hotel.
The fitness center, situated on the 35th floor of the hotel, offers a state-of-the-art experience with a range of modern equipment Guests can enjoy workouts on treadmills, exercise bikes, and ellipticals, while also benefiting from comprehensive weight machines, free weights, stretching tools, and exercise balls for a complete fitness routine.
- Karaoke room: decoration fee is charged - it depends on the customer's request The price ranges from 3,500,000 - 8,000,000 VND / net /
In addition, the hotel also has services such as:
- Massage, make guests feel comfortable and relaxation.
- Sale of souvenirs in the lobby, which help guests buy some gifts for friends, relatives or family.
- Motorcycle rental service or rental car shuttle, it is convenient for guests to move to where they want.
- Laundry service to help visitors have more time for rest and travel arrangements
And there are also a number of other services such as swimming pool, steam, weddings, photocopying, internet, currency exchange, tours, flight ticket,
3.1.5 Workforce Status of Four Points by Sheraton Da Nang Hotel
ANALYSIS AND EVALUATION
Analysis
4.1.1 Analysis the Serving Process of F&B Department at Four Points by Sheraton Hotel Da Nang
Bring the food to guests
Ask for feedback and see off guest
Take the food from kitchen
Wait for the order to get the food
Diagram 3: The Serving Process of F&B Department
The restaurant at Four Points by Sheraton Da Nang offers immediate service as well as reservations for guests Reservations allow for a tailored meal plan, enhancing convenience and thoughtful service This proactive approach fosters a better experience, as the restaurant and customer are aligned However, last-minute cancellations can pose challenges, as food has a limited shelf life of just 24 hours, resulting in potential losses for both the restaurant and the customer, including the forfeiture of deposits.
For walk-in guests without reservations, the restaurant adopts a more passive approach to service and preparation Despite having ingredients ready for various dishes, customers may experience delays in receiving their meals The restaurant's food service primarily complements its main offering of accommodating hotel guests upon arrival.
The restaurant staff exhibits a lack of professionalism and insufficient knowledge regarding the preparation of menu items, leading to delays and challenges in addressing customer inquiries Additionally, ineffective work organization results in some employees being disengaged, further hindering overall operational efficiency.
- Customers buy breakfast tickets outside the restaurant, when entering the restaurant, there will be a staff to collect tickets.
- The staff does not serve food to guests' tables, just only cleans dirty utensils from guests.
- In front of the food display counter, there is always a staff on duty to refill food when the food runs out.
- The waiter is responsible for going around to observe and clean up the dirty dishes of guests, replenish water, spoons, forks and knives when they run out.
- At the end of service hours, staff must clean up all dirty dishes and prepare tools for the next shift.
- Step 1: Welcoming and attentive to customer needs
Asking for the number of guests
Directing guests to their reserved seats or to the appropriate table if not reserved yet.
Pulling out chairs and invite guests to sit
Bringing the menu and opening it ready for guests, giving it in order of priority: women, men and finally the host
Taking a little time for guests to see the menu and guessing the time when guests are ready to order to come and take orders in time
Writing down the dishes that guests ordered
Describing in detail the dishes on the menu to guests
Noting the special requests of the guests in order of priority: women, men and finally the host
Repeating the dishes that guests have ordered to avoid confusion
Thanking the guests and taking the menu away
Delivering the order to the kitchen
Bringing drinks menu to guests
Bringing the wine menu to the host
Receiving and delivering the order to bar
- Step 3: Serving drinks and food to guests
Arranging knives, spoons, forks and suitable condiments for each guest's dish
Serving water or wine to guests while waiting for their food
Food must be served according to the following rules: serving hot food when it is still very hot and cold food when it is still cold enough
Timely coordination with the kitchen department to make the service process more efficient
- Step 4: Removing dirty utensils and replacing appropriate utensils for the next meal
Always attentive to the needs of the guests
Cleaning up dirty dishes and garbage on the table
Removing the empty glass of wine and beer/wine bottles from the table
If the guest orders more wine of the same type, keep the old glass, if the guest orders another type of wine, exchange for a new one
When the guest has finished the last dish, ask if the guest wants to have anything else and then clean up
- Step 5: Calculating bill and seeing off guests
Bringing out the invoice when requested by the guest (giving bill the the host)
Receiving money and cheking it in front of the guest
Returning change money (if excess)
Seeing off and thanking guests
- Step 6: Clearing up all tables and set up new utensils
Cleaning up in order: dirty glasses, knives, spoons, forks, and trash on the table
Set up tables with new necessary utensils
- Turning on the air conditioner 15 minutes before the party starts
- When everything is ready, sending staff to welcome guests inside
- Inviting guests to sit and serving according to the characteristics of the party selected by the guest
- Ceremonies are solemnly conducted according to the program of the party
- After the ceremony is over, serving the appetizer, followed by the main course and dessert
Seeing the conference party booking contract
Prepare conference party as required
Diagram 4: Process of serving conference party
4.1.2 Analyzing business situation of Four Points by Sheraton hotel in the 2018-2019 period
4.1.2.1 Analyzing the situation of attracting Tourists according to the year Table 2: The Situation of attracting Tourists according to the year
(Source: Accounting Department of Four Points by Sheraton Da Nang Hotel)
The data indicates a growth in hotel arrivals from 2018 to 2019, with a notable increase in international visitors In 2018, the hotel welcomed 19,519 guests, while 2019 saw this number rise to 21,556, reflecting an increase of 110.43% in total arrivals.
International tourism has seen significant growth over the years, with a remarkable increase in the proportion of international visitors In 2018, hotels welcomed 19,034 international guests, accounting for 97.5% of total visitors This figure rose slightly in 2019 to 97.6%, with a total of 21,042 international guests.
In recent years, the number of domestic tourists visiting the hotel has seen a gradual decline, with their proportion dropping from 2.5% (485 visitors) in 2018 to 2.4% (514 visitors) in 2019.
4.1.2.2 Analyze the Business Result of Four Points by Sheraton Da Nang Hotel in 2018-2019 period
Table 3: The result of Hotel business in 2018 – 2019 period
(Source: Accounting Department of Four Points by Sheraton Da Nang
The hotel revenue demonstrated a significant upward trend, rising by VND 2,805,811,000 in 2019, which reflects a growth rate of 105% Additionally, the hotel's profit was notably high at VND 9,687,895,000 in 2018, and it increased to VND 9,473,798,000 in 2019, marking a profit rise of VND 785,903,000.
Despite a generally low growth rate, the hotel sector has successfully sustained revenue growth, indicating strong operational performance and promising prospects for the future of hotel business activities.
4.1.2.3 Analyze the Business Result of F&B Department at Four Points by Sheraton Da Nang Hotel in 2018-2019 period
Table 4: The business result of F&B Department in 2018–2019 period
(Source: : Accounting Department of Four Points by Sheraton Danang
The data reveals a steady growth in the F&B sector's revenue over two years In 2019, food revenue rose by 18.1% compared to 2018, translating to an increase of VND 384,905,000 Similarly, drinking revenue saw a 2.6% increase, amounting to VND 20,175,000 Overall, total revenue in 2019 experienced a significant boost of 13.9% from the previous year, totaling an increase of VND 405,080,000.
The restaurant's success is attributed to its strategic focus on the right target market, efficient capital utilization, and effective management This achievement reflects the dedication of the restaurant manager and staff However, to enhance results further, the restaurant must improve its market research, boost marketing efforts, and better meet customer expectations.
Evaluate
4.2.1 The method of assessing service quality of F&B Department
To assess the quality of the Food and Beverage (F&B) department at Four Points by Sheraton Da Nang hotel, a questionnaire survey was conducted in December 2019 This cost-effective method provided insights closely aligned with real experiences The survey, which included 120 questionnaires, focused on various aspects of service quality, including facilities, staff performance, and qualifications.
Table 5: Information of guest who take part in the survey
A survey of 120 hotel customers revealed a nearly equal gender distribution, with 61 males (50.8%) and 50 females (49.2%) Regarding age demographics, 29.2% of respondents, or 35 individuals, were between 18 and 29 years old, while 51 customers represented the next age group.
30 to 39, accounting for 42.5%, 24 people from 40 - 50, accounted for 20%,
The customer demographic reveals that 10 individuals are over 60 years old, while none are under 18 Notably, the age group of 30 to 39 years comprises the largest segment of travelers Additionally, the primary motivation for this travel is predominantly leisure-focused, with 51.4% of participants indicating that their main purpose is to explore and enjoy new destinations.
4.2.2 Evaluate the service quality of the F&B Department at Four Points by Sheraton Da Nang hotel
4.2.2.1 Evaluating about the material facilities in the F&B Department
Table 6: Evaluation of the facilities in the F&B Department
A recent survey revealed that 50 out of 120 guests at Four Points by Sheraton Da Nang are extremely satisfied with the hotel's facilities, while 42 guests feel great about their experience, and only 28 rated it as normal Notably, none expressed dissatisfaction, highlighting the exceptional appeal of the F&B Department's offerings The world-class decor and luxury amenities contribute significantly to this high level of guest satisfaction, underscoring the overall quality of the hotel's facilities.
4.2.2.2 Evaluating about the staff of F&B Department
Table 7: Evaluation to staff’s serving attitude at F&B Department
While guests have expressed high satisfaction with the quality of facilities and the serving process, 27 individuals, including 15 international and 12 domestic guests, still rated their experience as "Normal."
Therefore, although it’s been great, there are still miles to make the quality of the serving process better.
4.2.2.3 Evaluating about the quality of food and beverage
Table 8: Evaluation about the quality of food and beverage
The assessment of the hotel's food service reveals that while both domestic and international guests find it satisfactory, international guests rate it lower than their domestic counterparts Notably, 1.7% of foreign guests expressed significant dissatisfaction with the food quality This discrepancy can be attributed to the generally higher expectations that international customers have regarding dish quality compared to domestic guests.
4.2.3 General evaluation about the service quality of F&B Department at Four Points by Sheraton Da Nang hotel
- 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.
- 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.
The restaurant service process includes the following steps:
Welcome guests and guide them to their seats, ensuring a comfortable experience by pulling out their chairs Present the menus and assist them in ordering food, followed by serving their meals and drinks Regularly check in on their satisfaction throughout the dining experience Finally, handle the billing process and graciously see off the guests as they leave.
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 eye-catching.
Over the years, the restaurant's equipment has suffered from wear and tear, leading to a shortage of essential porcelain items like forks, cups, glasses, and spice jars Many of these items have been damaged due to the negligence of both customers and staff during service As a result, the restaurant now faces a lack of cohesive design, as newly purchased items do not match the existing patterns and styles.
Sometimes during peak hours, the service department and the kitchen department do not have a close coordination leading to delays in service, sometimes the service phase is interrupted.
Many customers express dissatisfaction with the restaurant's service time, citing lengthy waits for their meals This issue often arises during peak hours, making it a common challenge for restaurant management.
Quality and variety of dishes
The restaurant has no special dishes with its own style, has not made a difference compared to other restaurants.
SOME SOLUTIONS TO IMPROVING THE SERVICE
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 is crucial as it serves as the first impression for guests, making cleanliness essential Regular cleaning of the lobby space and glass doors is necessary to prevent dust accumulation and ensure a welcoming environment.
To enhance the dining experience and project an image of modernity and luxury, restaurants must invest in high-quality food service equipment and stylish tablecloths This upgrade is essential to replace outdated and unhygienic utensils, as well as to address issues like stained, chipped, and dirty table linens that detract from the overall aesthetic appeal.
To enhance kitchen efficiency, it is essential to implement additional support equipment like trolleys for food transportation Regular inspections of bowls and plates are necessary to identify and replace any chipped items Additionally, cracked beer cups should be replaced to ensure a cohesive and polished presentation on party tables.
- 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.
Improve human resource management
Restaurant managers must address the ongoing human resource shortage by developing a strategic recruitment plan It is essential to place employees in roles that align with their professional skills and to offer competitive compensation and benefits By doing so, managers can foster long-term commitment and job satisfaction among their staff, ultimately benefiting the business.
Consistently monitoring staff performance is essential to ensure adherence to restaurant standards, fostering a sense of responsibility among employees This practice not only promotes a professional work environment but also encourages personal and professional growth Timely identification of errors serves as a valuable lesson for the individual employee and their peers, helping to prevent similar mistakes in the future.
- During peak days, management needs to have a reasonable division of work between departments to avoid bad cases in the process of serving guests.
During peak seasons, restaurants often hire seasonal employees who may lack experience and professionalism, necessitating close supervision of their work To maintain service quality, these workers should be assigned to supportive tasks such as cleaning, sanitizing, washing dishes, assisting in the kitchen, and clearing tables This approach alleviates pressure on permanent staff In the off-season, these seasonal employees can engage in skills training to enhance their capabilities.
Improve the quality of the service process
Guests often express dissatisfaction with the lengthy wait times for food and drinks at restaurants To enhance the dining experience, it is essential to maintain a reasonable wait time between courses This requires strong coordination and teamwork among the restaurant staff to ensure efficient service and timely delivery of orders.
Service must ensure the following provisions:
- Ensure the time requirements so that customers do not have to wait too long
- Serve in the right order
- 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
Improve the quality and diversify food and beverage products
To enhance the restaurant's appeal, it is essential to diversify the menu by thoughtfully introducing new dishes and drinks based on customer preferences Conducting thorough customer research will help identify the tastes of both existing and potential patrons, ensuring that the additions are relevant and engaging Currently, the repetitive nature of the menu may lead to customer boredom, making it crucial to innovate and refresh the offerings to maintain interest and satisfaction.
Encouraging kitchen staff to innovate and craft unique, delicious dishes is essential for enhancing the dining experience However, the diversification of food and beverage offerings must prioritize quality, ensuring that new creations do not compromise standards.
- Open training classes for kitchen staff facilitate them to participate in competitions, conferences with other hotels to learn new dishes.
CONCLUSION AND SUGGESTION
Conclusion
The hotel and restaurant industry in Vietnam is experiencing significant growth, reflecting an improvement in people's living standards As customer demand rises, numerous restaurants and catering businesses have emerged To attract patrons and remain competitive, these establishments must consistently enhance their food service quality.
To thrive in a competitive market, businesses must enhance product quality and develop superior offerings Da Nang, a vibrant and rapidly developing city, is witnessing a surge in high-end hotel and resort projects, leading to an increasingly competitive landscape Therefore, selecting the right target market segment and implementing a strategic product policy is crucial for success.
Four Points by Sheraton Da Nang Hotel, a 5-star establishment adhering to international standards, is committed to solidifying its presence in the competitive Da Nang tourism market While profit is important, the hotel's primary focus is on stability and growth to secure employment for its staff and enhance service quality for guests Through the dedicated efforts of its employees, the hotel has successfully navigated challenges over the years, leading to improved business performance.
To maintain a competitive edge in the tourism market, Four Points by Sheraton Da Nang must continually enhance its services and overall quality With a focus on future strategies, we are optimistic that the hotel will emerge even stronger.
Suggestions
Based on the weaknesses identified in Chapter 4, I recommend that the hotel management implement solutions to address the challenges encountered Here are some suggestions for consideration to enhance overall performance and guest satisfaction.
6.2.1 For Four Points by Sheraton Da Nang Hotel
-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.
To enhance communication efficiency and professional qualifications, employees must continually work on improving their skills and expanding their foreign language proficiency It is essential for each team member to recognize their role in the development of hotel products, contributing to overall success in the hospitality industry.
To provide high-quality service to a diverse range of guests with varying nationalities, customs, ages, qualifications, needs, hobbies, and consumer habits, it is essential for staff to possess a deep understanding of these visitors This knowledge ensures effective communication and enables staff to offer accommodating assistance tailored to each guest's unique requirements.
- 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.
(1) Leo Dong (29/12/2019) Classification of Hotels Retrieved from: https://hotelbriefing.blog/2019/12/29/cac-hinh-thuc-phan-loai-khach- san-classification-of-hotels/
Tôi không biết!
(3)A.D 30/10/2018 Du ngoạn ẩm thực thế giới tại Four Points by
Sheraton Đà Nẵng Retrieved from: https://cafef.vn/du-ngoan-am-thuc- the-gioi-tai-four-points-by-sheraton-da-nang-20181029205127987.chn
(4) Mr Luan 21/05/2015 Đặc điểm của 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-a- nang-viet-nam/?destination-idr4274432&q-rooms=1&q-room-0- adults=2&q-room-0-children=0