An investigation into the real situation and some solutions to improving the quality of banquet service at novetel danang premier han river

DUY TAN UNIVERSITY FACULTY OF ENGLISH TRINH QUANG SI AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF BANQUET SERVICE AT NOVETEL DANANG PREMIER HAN RIVER GRADUATION PAPER IN ENGLISH LINGUISTICS Da Nang, May 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE QUALITY OF BANQUET SERVICE AT NOVETEL DANANG PREMIER HAN RIVER Major: English for Tourism and Hospitality SUPERVISOR STUDENT CLASS STUDENT CODE : : : : NGUYEN QUYNH CHI, MA TRINH QUANG SI K25 NAD6 25213205653 DA NANG – MAY 2023 ACKNOWLEDGEMENT Foremost, I would like to express my deep and sincere gratitude to Duy Tan University Especially, my supervisor, Ms Nguyen Quynh Chi, M.A a thoughtful teacher who always supports and gives me significant guidance during my internship This graduation paper could not be finished without the invaluable help, advice and encouragement from her Beside my supervisor, I would like to thank all lecturers of the Faculty of English at Duy Tan University, the silent ferryman that has loved and taught me every day Furthermore, I have more inspiration in studying all curriculums due to my loved lecturers Last but not least, I really thank to all people helping me to finish this graduation paper I am grateful to all of you I wish all of you good health and success! Your sincerely! Student Trinh Quang Si STATEMENT OF AUTHORSHIP I am here with the assurance that I wrote the present graduation paper independently, and that the graduation paper does not contain any material which has been written or published by another person except where was referenced within the text I have indicated all parts of the work in which sources are used according to their wording or their meaning ABSTRACT This graduate paper mainly studies the status of banquet service quality and restaurant business performance of Novetel Danang Premier Han River Accordingly, an analysis of the actual issues of restaurant service will be clearly presented in relation to the services, quality, and facilities of the Resort In addition, I would like to offer some recommendations and solutions for Novetel Danang Premier Han River to improve the quality of the banquet service of this place I hope that my recommendations will help the resort better meet the needs of customers and contribute to the development of the resort in Da Nang city TABLE OF CONTENT ACKNOWLEDGEMENT i STATEMENT OF AUTHORSHIP ii ABSTRACT .iii TABLE OF CONTENT iv LIST OF TABLES vii LIST OF FIGURES .viii CHAPTER 1: INTRODUCTION 1.1 Rationale of the Study 1.2 Aim and Objective of the Study 1.3 Scope of the Study .2 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND .4 2.1 Overview of Restaurant 2.1.1 Definition of restaurant 2.1.2 Classification of restaurant 2.2 Overview of Service 2.2.1 Definitions of Service .5 2.2.2 Characteristics of Service .5 2.3 Banquet Service in the Hotel Business .7 2.3.1 Definition of Banquet Service 2.3.2 The Importance of Quality of Banquet Service 2.3.3 Types of Banquet Service 2.3.4 Aims of Banquet Service 2.3.5 Activities of Banquet Service 2.3.6 Function of Banquet Service 2.3.7 Job Description of Banquet Service .9 2.4 Elements affecting the quality of banquet service 10 2.4.1 Facilities 10 2.4.2 Quality Of Staff 10 2.4.3 Banquet Service Process 11 2.4.4 Quality Of Food and Beverage 11 2.4.5 Cleaning Banquet and Eating Utensils of the Banquet .11 CHAPTER 3: CASE DESCRIPTION 12 3.1 General Information of Novetel Danang Premier Han river .12 3.1.2 The Organizational Structure of at Novotel Danang Premier Han River: 14 3.2 Functions of Novetel Danang Premier Han River 14 3.3 Quality of Banquet Service in Novetel Danang Premier Han river 14 3.4 The Functions and Tasks of the Position of Novetel Danang Premier Han river 15 3.4.1 Food & Beverage Department 15 3.4.2 The Organizational Structure of the F&B Department 16 3.5 Serving Process of the Restaurant 16 3.5.1 Serving Process of Buffet Breakfast 17 3.5.2 Serving Process of A La Carte .19 CHAPTER 4: ANALYSIS AND EVALUATION .21 4.1 The Business Operation Results of Novetel Danang Premier Han River in recent year 21 4.2 The Structure of Guests at Novetel Danang Premier Han River 23 4.8 The Serving Process of the Banquet in Novetel Danang Premier Han River .31 4.9 Factors affecting the Serving of Banquet in Novetel Danang Premier Han River 32 4.9.1 The staff and Quality of Banquet Service in Novetel Danang Premier Han River 32 4.9.2 Facilities 32 4.10 The Quality of the Banquet event service of Novetel Danang Premier Han River 33 4.11 Orientation and Goals of Novetel Danang Premier Han River 33 4.11.1 Goals 33 4.11.2 Orientation 34 4.12 Analysis of Strengths and Weaknesses of Banquet Service in Novetel Danang Premier Han River 34 4.12.1 Strengths 34 4.12.2 Weaknesses 35 CHAPTER 5: DIFFICULTIES AND SUGGESTED SOLUTIONS 37 5.1 Difficulties 37 5.2 Suggested Solutions 37 CHAPTER 6: CONCLUSION AND SOLUTIONS 39 6.1 Summary OF The Banquet Event Service .39 6.2 Solutions .39 6.3 Conclusions 43 REFERENCES .45 APPENDIX 46 SUPERVISOR’S COMMENT 49 LIST OF TABLES Table4.1 Revenue of Novetel Danang Premier Han river from 2020 to 2022 21 Table 4.2 Number of the guests at Novetel Danang Premier Han River in 2020-2022 23 Table 4.3 Result of customers’ evaluation about the food and beverage of banquet event department 24 Table 4.4 Result of customers’ evaluation about facilities in the Banquet event department .26 Table 4.5 Result of customers’ evaluation the cleaning banquet and eating utensils of the banquet event department 27 Table 4.6 Result of customers’ evaluation about the Banquet event department staff’s attitude .29 Table 4.7 Result of customers’ evaluation about the Banquet service Process 30