Solutions to improve service quality at mövenpick phu quoc restaurant

1 MINISTRY OF EDUCATION & TRAINING HOCHIMINH CITY UNIVERSITY OF TECHNOLOGY GRADUATE INTERNSHIP REPORT Subject: Specialty: Instructor (Lecturer) Student’s name : Nguyễn Thị Thùy My : Trần Trí Thanh Student’s ID : 1811160549 Class : 18DKSQA2 Ho Chi Minh City, 0 0 0 INTRODUCTION Chapter 1: General introduction about the internship company Address, phone, email, wedsite… 2 Brief history of the company Role and goal of the company 3.1 Role: 3.2 Goal: Hotel organization system 4.1 Organization structure 4.2 Business analysis in 2022 4.3 Organizational structure of the F&B department .5 Hotel guest market 5.1 Hotel guest market 5.2 Regular customers: 5.3 Target market Some key performance results of Movenpick hotel from 20192021 Overview of personnel situation at F&B department (internship department) Chapter 2: Description and analysis of the restaurant department at Movenpick Hotel Phu Quoc About the internship department at the restaurant .7 Analysis of the situation of Mövenpick Phu Quoc hotel restaurant department .7 2.1 Service staff 2.2 Buffe line 2.3 Bar counter .10 2.4 Hostess 11 2.5 Runner and Cleartrolly 11 2.6 Steward 11 Some service processes in the restaurant 11 3.1 The process of serving A la carte 11 3.2 Set Menu serving process .13 3.3 Buffet serving process 15 0 3.4 Customer complaint handling process 16 Evaluation of food quality at Islander restaurant 17 4.1 Advantages: 19 4.2 Disadvantages: .20 Chapter 3: Some solutions and recommendations to improve the service of the restaurant department at Mövenpick Phu Quoc 21 Orientation and development goals of Islander restaurant department at Movenpick hotel 21 1.1 Orientation of the restaurant 21 1.2 Target 23 Some recommendations to improve the service of the restaurant department at Movenpick hotel 23 2.1 Increase the number of staff serving the restaurant 23 2.2 Add and improve restaurant equipment .23 2.3 Perfecting the link between the departments in the hotel and the restaurant 24 2.4 Improve the professional quality of service staff 24 Conclusion .25 References Table 1.1: Organization structure Table 1.2: Organization structure F&B Table 2.1: Islander restaurant Y Figure 1.4: %OCC in 2022 0 INTRODUCTION Over the past two years, the Covid-19 pandemic has had consequences, negatively affecting economic sectors on a global scale, including the tourism industry According to the United Nations Report, international tourist arrivals have decreased by about billion, or 73% in 2020; in the first quarter of 2021, the decrease is already 88% The most affected regions are Northeast Asia, Southeast Asia, Oceania, North Africa and South Asia The International Labor Organization (ILO) report on November 18, 2021 said that the Philippines, Vietnam, Thailand, Brunei and Mongolia have recorded one-third of the job losses due to the Covid-19 epidemic in the tourism industry; Job loss in tourism-related industries in 2020 is times higher than in other industries The World Tourism Organization (UNWTO) estimates that the Covid-19 pandemic will cost the global economy around $2.4 trillion in 2021 due to the collapse of the international tourism industry Vietnam is no exception to this influence In the whole year of 2020 and the first 11 months of 2021, Vietnam only received 7.6 million international visitors, very low compared to the number of 18 million visitors in 2019, of which mainly experts and technical workers Foreigners working on projects in Vietnam, international students and drivers transporting goods at border gates After 20 months of freezing due to the Covid-19 pandemic, starting from November 2021, the Government allows piloting international arrivals under package travel programs, through charter flights and international trade economy in selected areas and tourist service establishments Although there are still concerns and concerns as well as facing many difficulties and challenges, not only for 0 management agencies but also for tourism and travel businesses, the opening of tourism is still a challenge It is extremely urgent and cannot be delayed any further Opening up to tourism and welcoming international visitors is one of the important solutions contributing to economic recovery and job creation Grasping that requirement, I have learned a lot of practical experience during my internship period at Movenpick Hotel Phu Quoc and also realized the importance of improving service quality in the restaurant to satisfy customers satisfy the demand and increase the number of diners coming to the restaurant of the Monvenpick hotel Chapter 1: General introduction about the internship company 1.1 Address, phone, email, wedsite… Movenpick Phú Quốc Resort (or Movenpick Waverly Resort Phú Quốc) Address: Ong Lang Hamlet, Village, Phu Quoc District, Kiên Giang Phone: (+84) 2972 6999 99 Emai: HB4V5-RE@movenpick.com Webside: https://movenpickresortwaverlyphuquoc.com/vi/ 1.2 Brief history of the company When Swiss hotelier, Ueli Prager, founded the Mövenpick brand in 1948 He redefined the European restaurant scene and paved the way for a new style of modern hospitality With a simple philosophy: 'do ordinary things in extraordinary ways' A vision of its time, Prager created a restaurant concept based on simplicity, innovation, commitment to service and passion for culinary and hospitality excellence, and the rest, as they say, is history 0 1948 where everything about a legend begins: Movenpick's first restaurant opens in Zurich, Switzerland 1950's at the right time: Many Mövenpick restaurant branches open all over Switzerland In 1962 60 years of wine experience converged in one store: The first Mövenpick Wine store opened In 1963, the first food brand: Opened the coffee brand "Movenpick Coffee" 1968 The ice cream brand “Movenpick Ice cream” was launched In 1973 Movenpick Hotels & Resorts was established – hotels opened near Zurich, Switzerland 1976 Reaching out to the world: The first international Mövenpick Hotels & Resorts hotel opens in Cairo, Egypt 1980 continues to conquer the world: The brand launches in Germany with new hotels 1996: The first Middle East hotel opens in Jordan 2001 – 2003: The first hotel in the Gulf: UAE, Saudi Arabia and Qatar In 2006 Movenpick Hotels & Resorts approached Asia: The first hotel in the Far East - Thailand Commitment to sustainable operation in 2017: Mövenpick Hotels & Resorts became the "World's Greenest Globe" certified hotel company 2018: The Mövenpick Group celebrates its 70th anniversary In the same year, Mövenpick Hotels & Resorts was acquired by AccorHotels 0 1.3 Role and goal of the company 1.3.1 Role: Serving guests staying at the hotel with 714 luxurious, cozy and comfortable bedrooms Luxury restaurant with luxurious and appetizing European and Asian dishes, rich menu at reasonable prices Providing conference, seminar and party services with spacious rooms up to 1000 seats and modern equipment of international standards Provide domestic and international air ticket sales service as well as provide tours for customers Organizing a party package with a delicious and attractive menu, reasonable prices, enthusiastic friendly staff along with good professional skills can satisfy all visitors 1.3.2 Goal: Contribute to the local economy by hiring and developing local people Provide equal opportunities for all members of the group Enabling people with physical challenges and other special needs to become part of the workforce Become a prioritized and value-driven employer Promote fairness and transparency in compensation and benefits Provide sustainability training and education to all members of the group 0 10 1.4 Hotel organization system 1.4.1 Organization structure Table 1.1: Organization structure 1.4.2 Business analysis in 2022 %OCC in 2022: After the epidemic, the number of customers coming to the hotel increased rapidly in March and stabilized in the following months February March April May Mövenpick Resort 4,051,349, 831 6,816,401, 406 5,249,009,7 47 5,224,855,9 92 Mövenpick Residence 4,869,734, 547 7,164,268, 618 5,301,359,3 97 6,436,545,2 27 Food and Beverage 3,822,641, 300 5,769,874, 245 4,957,472,0 60 5,554,097,6 98 0 22 + Thank you for choosing to dine at the restaurant, say hello and see you again 2.3.2 Set Menu serving process Set menu is a form of restaurant serving according to a fixed menu, with a limited number of dishes (Set menu dishes, dishes, dishes) This form of service is often applied to weddings, gala dinners, family parties when all diners enjoy the same standard of service Step 1: Set up the party table + Keep the party room neat and clean + Arrange tables and chairs according to the prescribed diagram, ensuring aesthetic factors, the aisles must be easy and convenient + Check tables and chairs, make sure they are not damaged + Prepare the necessary tools to set up the party table: Cups, forks, spoons, glasses, spice jars, napkins, toothpicks, menu items, decorative flower vases + Spread the tablecloth, align so that the edges of the tablecloth must be equal Set up the necessary tools on the dining table according to the standards of the restaurant + Prepare a sufficient number of tools and have room tools to replace and renew for diners Step 2: Party catering + When guests arrive, the wait staff greets and leads guests to the table, pulls out chairs to invite guests to sit and serves filtered water + Serve wine to guests + Take turns bringing dishes according to the set menu that guests have pre-ordered to the table During that process, pay attention and 0 23 regularly clean up dirty dishes, plates, glasses - Observe the use of drinks by guests, promptly pour wine or soft drinks when guests have used up + Perform tasks as requested by customers Step 3: Payment + Coordinate with the cashier to check the list of the number of set menus, drinks, arising services used to print the correct invoice for the customer + Give the bill to the host and invite that person at the cashier counter to pay or receive cash directly from the guest, then inventory and confirm the amount received Step 4: Saying goodbye to guests and clearing the table + When the guest leaves, the service staff must greet the guest in a friendly manner and see you next time + Clean up the party table, change the tablecloth and new eating utensils, arrange the tables and chairs back to their original positions Depending on the needs, service standards and size of the restaurant as well as the requirements of customers, the set menu may change, as well as the process of serving the set menu With the above information, you can understand somewhat about the set menu and the professional set menu service process 2.3.3 Buffet serving process Step 1: Prepare before serving + Clean the party space and eating utensils + Set up the dining table, the order table according to the standards of the restaurant 0 24 + Put eating utensils: plates, cups, spoons, plates, glasses, napkins in the right position + Support the kitchen department to bring dishes, sauces, spices put on the table to order dishes in the order and position specified by the restaurant + Put the correct dish names in front of the food trays Step 2: Welcoming and serving guests + Actively welcome guests with a cheerful and enthusiastic attitude + Ask guests how many people go to arrange suitable seats, flexibly pair tables according to the number of guests + Lead guests to the table, actively pull chairs to invite guests to sit + In the form of a buffet, diners will take their own food to their liking, staff only serve tea, coffee, wine at the request of the guest + If the customer requests a drink with a special recipe, the waiter will send the order to the bar + Waiters must keep track of which trays are almost out of food and notify the kitchen department to quickly replenish + Promptly replenish eating utensils when almost all are observed + Observe the overall service area to assist guests when needed + Ask guests for permission to clean up dirty dishes, cutlery so that guests have space to place other dishes Step 3: Pay and see off guests + For guests who are not in the hotel's buffet standards or are not buffets organized by an individual or unit, after the guest has finished eating, the service staff will guide the guest through the payment procedures maths 0 25 + Actively greet and thank guests for dining at the restaurant, the service staff must show a considerate and attentive attitude Step 4: Clean up and set up a new table + After the buffet is over, the restaurant staff will clean up all the items and tools and hand them over to the relevant department for handling + Set up a new table according to restaurant standards 2.3.4 Customer complaint handling process Step 1: Listen and show empathy + When a customer comes to you to explain the incident, the first thing you need to is try to get the customer away from the counter (avoid other guests can hear the story) and focus on listening to what the guest has to say + Besides listening attentively, if possible, you should take notes of what the guest says The act of taking notes from guests not only helps you present the whole story accurately and in detail to your superiors, but also makes guests slow down when speaking and gradually "cool down" Most problem customers return to normal if you a good job of listening and validating the feedback + When guests speak, you should show empathy, share feelings by asking for more details or through body language, for example, look the guest in the eyes and nod in confirmation However, not nod constantly This action shows that you are bored and not want to continue listening to what the guest has to say Step 2: Apologize to the customer + With the sentence "I apologize to you and I am very sorry about this" will help customers understand your goodwill The apology will quickly reduce the negative emotions of the guest so that you can 0 26 solve the problem together If possible, call the customer by their first name when apologizing to reduce the tension in the conversation Step 3: Choose the Solution and Explain to the Customer + Once the guest has calmed down, they can agree to most of the troubleshooting methods you discuss with them Please offer many solutions for customers to choose (if any) and must commit that those solutions can be implemented, absolutely not make empty promises + On the other hand, if you can't handle the problem yourself, ask the guest to wait while you contact the superior, but let the customer know how long it will take Step 4: Thank the guest and save the problem on the system + After fixing the problem, the service returns to the original state, proactively thank the guest for informing you about the problem they face And this is also an important stage for you to form a deep impression in the eyes of guests by offering discounts, free services, gift vouchers They will appreciate and appreciate your service even more than before it happened trouble + Finally, you need to save the incident content on the hotel software system so that the next time the guest comes, you can avoid the same situation 2.4 Evaluation of food quality at Islander restaurant Service standards of Café Saigon restaurant can now be said to be built according to the following factors: -Reliability: it can be said that the restaurant has achieved a fairly high customer confidence level of about 85% because the restaurant has received a large number of visitors every day for lunch and 0 27 dinner even though the price of the restaurant is high The restaurant is not average Especially, on holidays or Sundays, there is a fixed number of customers – loyal customers who come to the restaurant for lunch and dinner or quite hearty meals To achieve that, the restaurant has had to go through a long process to develop the menu and service to suit the requirements of customers and in accordance with its 5-star standard -Responsiveness: in this factor, the restaurant has not performed very well because in crowded days such as holidays, Sundays, customers still have to wait, even some customers are mistakenly brought Food ordered due to mistake by the wait staff This negatively affects the view of customers, especially new customers who come to the restaurant for the first time, about the quality of service here -Security: in this factor, according to the theoretical basis, we have to study characteristics: In terms of capacity: the restaurant has achieved this factor through processing techniques Special dishes and bold identity of each country There is also the presentation decorate food very eye-catching, stimulate customers' appetite, help them Enjoyed and look forward to coming back to the restaurant Politeness: the staff's attitude towards customers can be said to have reached 5-star standards The restaurant's service staff is getting better and better, they always participate in short training courses to improve their service ability In addition, in the process of working, they are always trained by managers to be able to solve 0 28 situations promptly to avoid disturbing guests They are being highly appreciated by the hotel's own customers for the quality of service and customer satisfaction -Safety: because the restaurant always achieves a certain number of loyal customers, the safety has reached the highest level Each dish is always processed hygienically, ensuring the highest levels of food safety and hygiene The department staff always try to make customers feel the highest safety when staying as well as when enjoying meals at the hotel - Flexibility: the lower and senior managers at the restaurant always keep an eye on customer requirements, they always learn how the needs of customers change to best meet the needs of customers that request Not stopping at the current level of service quality, the hotel is increasingly upgrading to be able to best satisfy customers - Tangibility: What products does the restaurant menu provide to customers, what are the characteristics of these products and services? Customers have many choices or not and the menu reflects the ability of customers or not These are the important questions in the service quality of the restaurant It can be said that Islander restaurant has met a great deal of the eating and drinking needs of customers with an extremely rich menu Not only that, the restaurant's chefs always change the dishes on the menu to improve it day by day in order to best serve customers 2.4.1 Advantages:  There are clear regulations for employees to easily follow the correct service process  Service quality is always regularly surveyed and evaluated by the group through the feedback of customers and staff of the 0 29 company that specializes in monitoring the quality of the hotel's services  Standardized service process according to the group's latest standards to bring customers the most satisfaction possible  Paying attention to customers' wishes to serve the way they want  Staff have good English pronunciation, have a spirit of learning, absorbing new things, actively promoting their abilities to well in the restaurant  The process of providing high quality products is communicated throughout all employees The quality of the restaurant's products is rated as good by customers, attracting and keeping a loyal customer base who frequent the hotel Therefore, the reliability of the customer's product quality is enhanced, the restaurant's name is closer to customers, and at the same time, reducing advertising and marketing costs  Islander restaurant is being evaluated as one of the buffet restaurants with diverse products and the best product quality in the buffet restaurants currently present in Ho Chi Minh City Customers who come to the restaurant always receive satisfaction about the quality of the products that the restaurant provides them  The price of the restaurant's products can be considered more reasonable than that of restaurants belonging to other hotels in the city The reasonable point and making customers satisfied is that even though the price is higher than other restaurants, customers can enjoy a lot of dishes with diverse and rich styles of countries around the world gender Moreover, on Sunday evenings or noon, they can freely drink wine or other drinks such as draft beer, juice, … 0 30  Customer satisfaction is the goal of the restaurant, so customers are always put on top All activities or repairs and upgrades of the restaurant are directed at the idea and desire to satisfy the needs of customers For that reason, during the recent economic crisis, the restaurant always received a fixed and close number of customers, unlike some other restaurants 2.4.2 Disadvantages:  Islander restaurant has a professional staff, but the shortage of staff still affects the service quality as well as the ability of current employees to complete the job well  The situation of personnel in the restaurant often changes, especially at the management level, affecting the integration of employees as well as the way in which work is organized  The restaurant is located far away from the villa in the resort, so when guests come to the restaurant to finish their meal, the restaurant must arrange with the hotel reception to prepare a car to take guests home when there is no car or it takes a long time to have a car Will keep customers waiting for a long time will lead to customer dissatisfaction affecting the service quality of the restaurant  In the process of serving buffet, the delay in adding food leads to customers having to wait to get food, making many customers unsatisfied, affecting the service quality of the restaurant  The restaurant's technical facilities are often damaged due to objective factors and some of the restaurant's tools are still lacking, making the service process difficult  Due to the lack of human resources during operation, they often borrow resources from other departments or other resorts in Movenpick to operate a arising party 0 31 Chapter 3: Some solutions and recommendations to improve the service of the restaurant department at Mövenpick Phu Quoc 3.1 Orientation and development goals of Islander restaurant department at Movenpick hotel 3.1.1 Orientation of the restaurant  Human resource development orientation of the restaurant This is the most important factor in determining the quality of service because the facilities of other houses are also very comfortable and modern, so the competitive advantage depends a lot on the human factor Foreign language ability: improve the level of foreign languages restaurant staff can communicate with guests basically Operational ability: Regular training to improve skills should lead to high standards of their operations, demonstrating professionalism, creating admiration for customers Work ethic and attitude: This is determined by two factors that are: Each employee himself is aware that the customer is the most important and the customer's perception of the service provided determines the work results they achieve and determines what they receive Staff always have a warm and dedicated attitude when serving customers The second is the close supervision and the impact of managers on employees that make them always have a serious and dedicated attitude when working Age and experience: The average age of restaurant staff is 25.5 years old, so the staff has the advantage of being young, beautiful, agile and resourceful  Orientation to develop the service quality of the restaurant 0 32 Restaurant managers are now very focused on improving the service quality of the restaurant, where the table is the key, so standard systems are put in place and strictly monitored  Technical quality High investment in more restaurants Modern and comfortable technical facilities and infrastructure The first is to impress guests because the design color is orange-yellow to create a cozy feeling when eating, the modern convenient lighting and air-conditioning system can easily adjust the light, dark and temperature should always meet the needs of the customer The design of the decorative wall tiles is also unique, clearly showing the style of the restaurant The interior and exterior design are consistent with each other, all the equipment is modern and superlative Maintenance costs are also high, there is always a team of engineers ready to solve any problems that arise So that customers are always satisfied and have no complaints about the space and facilities of the restaurant  Quality of food Providing rich and diverse specialties of regional dishes That is reflected in the very rich menu including ingredients as well as processing methods The quality of the food depends largely on the kitchen department, the restaurant staff is responsible for learning about the dishes to provide information to guests and guide them to choose the right dish  Quality of all-inclusive service packages Expand the variety of choices for customers in terms of quantity as well as quality 0 33  Service quality through customer perception nvestigate and collect feedback from guests at the front desk 3.1.2 Target Currently, the development goal of the Islander restaurant is also the overall development goal of the entire hotel, which is to attract a large number of European and American guests to the hotel The current main number of guests of the entire hotel is generally Asian, so the restaurant's Board of Directors wants to attract more guests from different nationalities to the restaurant 3.2 Some recommendations to improve the service of the restaurant department at Movenpick hotel 3.2.1 Increase the number of staff serving the restaurant Implementation method: The restaurant needs to recruit some more full-time employees Experience working in the food service industry Recruiting seasonal staff for peak seasons, crowded with customers Performance evaluation: Employees are increased, the amount of work pressure on an employee is significantly reduced Employees have enough time and health to serve customers according to the prescribed steps as well as ensure adequate service quality for customers 3.2.2 Add and improve restaurant equipment Implementation method: Check the kits to prepare for the breakfast buffet, if not enough, the following ways: One is to notify the supervisor to buy more tools; The second is to borrow the oulets around to supplement the quantity to prepare the breakfast buffet Evaluating efficiency: Equipment and tools in the restaurant are factors contributing to better service quality 0 34 Adding more knives, spoons, forks, glasses, cups, forks for the restaurant to reduce labor costs for employees, ensure the health of employees, and at the same time the work on the restaurant is not stagnant due to lack of customer service items 3.2.3 Perfecting the link between the departments in the hotel and the restaurant Implementation method: When there is new information or customer information has any changes, relevant departments must notify the restaurant in advance and vice versa The departments in the hotel always have to cooperate with each other to create quality highest level of service to customers Create the best conditions to support each other and bring the quality of service to the highest possible level Evaluating efficiency: The close connection between the staff in the restaurant and between the departments creates a smooth, uninterrupted coordination from the moment a customer enters the restaurant to the moment the customer leaves Maximum comfort for guests The work of the department in general and the restaurant in particular always ensures quality in each stage of service The good relationship between the departments creates a happy cooperation, sociability and mutual support to create a friendly working environment, the opposite effect for employees to feel comfortable when working in the hotel, Easily focus to serve customers more attentively, work efficiency is higher 3.2.4 Improve the professional quality of service staff Method of implementation: The manager of the F&B department discusses between the restaurant manager, assistant, and staff in the restaurant together with comments on compilation of service documents Documents should be compiled in bilingual English - 0 35 Vietnamese Thus, the new document is highly practical and easy for all new employees to understand and follow Performance Evaluation: Employees understand service practices, mandatory rules and procedures Standard service in the restaurant will make it easier to best serve customers Unifying from the beginning on how to train and train leads to synchronization in organize activities, create order and put into operation apparatus in the most effective way from management to service staff in the restaurant Service quality always comes from It is the service staff, the better the service staff, the higher the service quality Conclusion Improving business performance is the goal that any hotel aims and does everything to achieve this goal One of the most effective and effective methods to improve the business performance of the hotel is to improve the quality of service at the hotel A large-scale hotel is often a collection of many business components, many departments, in which the F&B department is like the left arm of the hotel and has the ability to bring a huge source of revenue for the hotel Therefore, it is equally important to improve the service quality of this department Islander restaurant now has a strong position in the market The restaurant not only attracts domestic customers but also international customers But because it has been in operation for a long time, there will be problems that need to be overcome in order to serve customers in the best way, fulfilling the principle of "Bringing the best quality to customers", so there will be parts of the restaurant that need to be overcome (such as facilities problems, personnel problems, business organization, ) and parts of the 0 36 restaurant that need to be promoted (the harmony in the menu, presentation of food, service style of staff, ) Only in this way, Café Saigon restaurant can improve its operational productivity and bring in revenue for the hotel Not only bring revenue to the hotel but also bring the reputation of the hotel in the hearts of customers Hopefully, with this research topic, I can contribute some of my personal ideas to contribute my small part to better improve the service quality at Islander restaurant Due to the short internship period and limited personal capacity, errors cannot be avoided in this report I look forward to your comments and corrections Thank you sincerely! References https://movenpickresortwaverlyphuquoc.com/vi/ https://khachsan.chudu24.com/ks.6408.movenpick-phu-quoc-resortwaverly.html 0 ... resorts in Movenpick to operate a arising party 0 31 Chapter 3: Some solutions and recommendations to improve the service of the restaurant department at Mövenpick Phu Quoc 3.1 Orientation and development... of customers change to best meet the needs of customers that request Not stopping at the current level of service quality, the hotel is increasingly upgrading to be able to best satisfy customers... each other to create quality highest level of service to customers Create the best conditions to support each other and bring the quality of service to the highest possible level Evaluating efficiency: