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

INTRODUCTION

Rationale of the Study

In addition to helping to realize social, environmental, and human development objectives, tourism is crucial to accomplishing economic development goals The growth of the travel industry has evolved into a prevalent social trend The tourism industry is currently moving toward sustainable development, environmental protection, and the preservation of the nation's sociocultural traits As a result, tourism has emerged as a key economic sector and is steadily growing the nation's revenue Particularly, the hotel industry contributes significantly and is essential to the nation's tourism development strategy.

If businesspeople want their companies to endure and grow over the long run, businesspeople in the hotel industry must constantly come up with fresh approaches and strategies How can we draw visitors to our hotel so they can stay there? Businesspeople must monitor the effectiveness and caliber of all hotel service activities in order to achieve this As a result, it's crucial to accurately assess the existing situation and come up with alternatives to raise the hotel's level of service There are always issues with business that need to be resolved In addition, the food service and staff department is an indispensable part, operating together with the hotel The quality of food as well as the service attitude of the staff is a decisive factor to develop, attract customers and increase revenue in the business.

The service quality of banquet event department is an essential part of the hospitality industry It plays a vital role in the overall guest experience,and directly affects the hotel's reputation and profitability Therefore,providing high-quality food and beverage service is crucial However, in

Novetel Danang Premier Han River, there are some complaint regarding the service quality of banquet event department Customers have expressed dissatisfaction with the quality of food, wait time, and the staff’s behavior. These problems have resulted in a decline in customer satisfaction and hotel profitability Hence, it is essential to investigate the real situation and suggest possible solutions to improve the service quality of banquet event department at in Novetel Danang Premier Han River.

Aim and Objective of the Study

The aim of this study is to investigate the real situation of the service quality of banquet event department at Novetel Danang Premier Han River, and identify solutions to improve the service quality The following objectives are emphasized in the study:

 To systematize the theoretical basis of the hotel and the service quality of banquet event department in the hotel, thereby giving an overview of the research.

 To conduct a survey among hotel guests and employees to evaluate the service quality of banquet event department.

 To analyze the data collected and identify the critical issues and factors influencing service quality of banquet event department.

 To suggest recommendations and solutions to improve the service quality of banquet event department at Novetel Danang Premier Han River

Scope of the Study

This study focuses on the service quality of banquet event department at Novetel Danang Premier Han River The research will be limited to the opinions and views of hotel guests and employees

Scope of time: Statistics and relevant documents used in this study are from 2020 to 2022 provided by accounting department at Novetel DanangPremier Han River.

Methods of the Study

This study will employ both qualitative and quantitative research methods A comprehensive literature review will be conducted to identify relevant studies and theories related to food and beverage service quality,customer satisfaction, and hotel profitability Additionally, a survey will be conducted among guests and employees of the hotel to gather data on their perceptions of the food and beverage service quality Data analysis will include the use of statistical packages as well as qualitative content analysis.

Organization of the Study

The study is organized into six chapters

Chapter 5: DIFFICULTIES AND SUGGESTED SOLUTIONS

THEORETICAL BACKGROUND

Overview of Restaurant

A restaurant or an eatery is a business that prepares and serves food and drinks to customers in exchange for money Meals are generally served and eaten on the premises, but many restaurants also offer take-out and food delivery services, and some offer only take-out and delivery Restaurants vary greatly in appearance and offerings, including a wide variety of cuisines and service models ranging from inexpensive fast-food restaurants and cafeterias to mid-priced family restaurants, to high-priced luxury establishments [1]

● Automat: An automat is a form of a cafeteria-style restaurant in which simple food, usually coffee, sandwiches, and other fares such as macaroni and cheese, are served to the clientele by means of vending machines

● Cafe Coffeehouse: A coffeehouse, coffee shop, or cafe shares some of the characteristics of a bar, and some of the characteristics of a restaurant Other food may range from baked items to soups and sandwiches,other casual meals, and light desserts that complement their caffeine-centric fare.

● Cafeteria: A cafeteria is a type of restaurant in which there is no table service Instead, patrons select items that they want, place them on a tray, and then report to a cashier to pay As cafeterias require few employees, they are often found within a larger institution, catering to the clientele of that institution.

● Fast-casual restaurants: A fast-casual restaurant is a restaurant market niche which is similar to a fast-food restaurant in that it does not offer table service, but promises a somewhat higher quality of food and atmosphere.

● Fast-food restaurant: A fast-food restaurant is a restaurant characterized by food which is supplied quickly after ordering and by minimal service Food purchased may or may not have been eaten quickly as well In the past five years, the industry has been trying to move the public away from the term fast food, and now prefers the term quick-service restaurant.

● Greasy spoon: The Greasy spoon serves mainly fried food, for example, various combinations of fried eggs, chips, bacon, black puddings, sausage, and mushrooms These are often accompanied by baked beans and tomatoes Other typical menu items include bacon sandwiches and toast.

● Restaurant Chain: A restaurant chain is a set of related restaurants, typically with the same name in many different locations either under shared corporate ownership or franchising agreements Typically, the restaurants within a chain are built to a standard format and offer a standard menu [2]

Overview of Service

- "Service" refers to the act of repairing, maintaining or providing something to another person Someone or something that is intended to assist individuals who are assisting others is defined as a service [3]

- Services are frequently thought to be the results of connections between staff, customers, and an organization's facilities [4]

- Services are the consequence of activities such as business, health, education, travel, and others that are not reflected in physical objects but rather by their usefulness and economic worth [5]

Service is not limited to personal services such as education, beauty, tourism, etc The term services are defined in a number of ways but not a single one is university accepted The distinct characteristics of services are mentioned below:

Service is highly perishable and the time element has great significance in service marketing.

 Service is perishable and cannot be stored, while short capacity is lost forever with fluctuations in demand, e.g in transport and travel.

 Service demand has a high degree of fluctuations The changes in demand can be seasonal or by weeks, days, or even hours Most of the services have peak demand during peak hours, normal demand, and low demand on-off period time.

 Production and consumption are inseparable, creation and consumption are often identical and distribution roles are integrated The product cannot usually exist without the customer, e.g restaurant

 The features of service by a provider cannot be uniform or standardized

 Standardization of output is generally difficult, units differ in price, quality, and conformity and judgment are difficult in advance of purchase, e.g tourism.

Pricing decisions about services are influenced by perishability, fluctuation in demand, and inseparability The quality of a service cannot be carefully standardized Pricing of service is dependent on demand and competition where variable pricing may be used.

Service cannot be tested, seen, smelt, heard, or touched before purchase Judgment therefore based on opinion, attitude, feeling, perception, and experience, e.g education provision.

When buying goods, buyers have the right to own goods and what they can do later When a service is run, no ownership is transferred from the seller to the buyer Buyers are just buying the rights to the service process.The difference is described between not being able to own the service activity and the rights the buyer receives to gain access to the future service process.[6]

Banquet Service in the Hotel Business

Banquet service is a more elaborate meal than a regular family dinner because of the number of guests present, the location, and the scope of the event The word banquet means a sumptuous feast and is arranged to cater to a large number of people There are many reasons for holding a banquet as it could be in honor of a visiting guest, anniversaries, birthdays, weddings, and other types of celebrations that bring people together Today, banquets are implemented for events such as training sessions and formal business dinners, as they strengthen bonds between businesspersons and their partners [7]

2.3.2 The Importance of Quality of Banquet Service

Banquets are popular because they effortlessly give an event a focus, whether it's a party, a ceremony, or a dinner dance The act of sitting and dining brings people together to feast and chinwag, offering somewhere relaxed and natural for people to network at ease [8]

There are four main types of banquet service:

Buffet service is very common in events with large numbers of attendees Guests serve themselves, which allows for convenience in choosing what an individual wants to eat Beverages are typically delivered and refilled by attendants Guests pass through a buffet line that features food choices on tables separate from the seating area.

Food and appetizers are presented in a buffet-style arrangement where guests can serve themselves These are gatherings where people mill around the room while eating and chatting.

In this banquet service type, guests are seated and servers bring food already portioned onto plates directly from the kitchen This is the most efficient type of banquet service and also the least expensive Style at formal events such as weddings, where guests have been asked their choice of protein, and plates are assembled and sorted by those requests.

Common internationally, Family-style service features seated guests with large quantities of food in plates or bowls brought from the kitchen and placed at the table Formal events such as weddings, where guests have been asked their choice of protein and plates are assembled and sorted by those requests [9]

Most of the banquet's activities aim to provide:

Comfortable and well-designed facilities.

Professional, attentive and friendly service [10]

Serving food and beverage to guests at an event or party venue.

Accept reservations and organize parties or events at the request of customers [11]

2.3.6 Function of Banquet Service a Basic Function:

The basic function is to serve food and drink to customers, satisfying their different needs Aim to achieve customer satisfaction. b Social Functions:

The purpose of this social function is to meet people, make new friends, entertain oneself, and build relationships.

For example: Cocktail parties, Wedding anniversaries, Birthday parties,

Wedding receptions, dining and dance parties, etc… c Public Relations:

These are organized by the business houses to make the consumers aware of their presence and establish relationships with them.

For example: Exhibitions, Cooking Contest, Fashion Contest, Agency

The purpose of this type of banquet function is to share knowledge and expertise and to discuss matters of concern.

For example: Political conferences, Trade union conferences,

International and National conferences on important issues, etc [12]

2.3.7 Job Description of Banquet Service

Assist with the complete setup and breakdown of the banquet area.

Relay food and beverage orders.

Maintain a high level of cleanliness and awareness of sanitary practices.

Anticipate guests’ needs and exceed customer service expectations.

Maintain composure in a fast-paced environment.

Relay important information about orders, allergies, and special requests to the appropriate person.

Respond urgently and appropriately to any concerns.

Present in professional appearance and mannerisms.

Bring the correct drinks and dishes to customers and refill their drinks as needed.

Performs other duties as deemed necessary [13]

Elements affecting the quality of banquet service

In the field of Restaurant - Hotel business, service quality is considered the most accurate and customer relationship measure of the success of restaurants However, service quality depends on many different factors: facilities, quality of staff, banquet service process, quality of food and beverage, cleaning banquet and eating utensils of the banquet

One of the biggest factors affecting the service quality of a restaurant is the facilities If a hotel or restaurant is built with comfortable, modern, aesthetic, hygienic and safe facilities, it will make customers feel comfortable and return satisfaction to customers Not only that, the facilities that are sure of quantity and quality will create conditions for service staff to show more professionalism, better help customers be more satisfied On the contrary, the facilities are lacking in quality before and after, unhygienic, will make customers have a bad impression and are not satisfied.

In the field of Restaurant - Hotel, in order to have high business efficiency, the human factor always plays an important role and directly affects the perception of customers Therefore, all employees in the hotel from staff to management must be careful in every gesture or word Because, no matter how modern and comfortable the restaurant has a system of facilities, the staff is not really professional and not skilled, it does not guarantee the quality of service.

Therefore, the staff in the restaurant must undergo professional training, have good foreign language skills, and the ability to communicate as well as handle situations flexibly In addition, employees must also have a respectful and cheerful attitude in serving customers and a collective spirit in performing work.

Professionalism is not only shown through professional qualifications and skills, but also through the restaurant's standard service process The service process includes operations and stages for employees to perform in order to bring the most satisfaction to customers If the service process is good, the staff will have a more professional and effective service style, avoiding shortcomings in the service process Therefore, it is required that businesses design service processes and well manage risks that may affect the service process of hotel business departments.

2.4.4 Quality Of Food and Beverage

The quality of food and drinks in a hotel is extremely important. Because the quality of the food is more delicious and unique The quality of food and drinks will help customers be satisfied for a long time about the service of the party that day Therefore, the kitchen staff and restaurant staff must pay attention to the preparation steps and bring food quickly to customers.

2.4.5 Cleaning Banquet and Eating Utensils of the Banquet

Catering equipment is essential to delivering high quality food and beverages to your guests at any party event Therefore, the cleaning of the equipment is extremely necessary It will help customers feel better and satisfied with the quality of service.

CASE DESCRIPTION

General Information of Novetel Danang Premier Han river

Add : 36 Bach Dang Street, Hai Chau District,

Email : novotel-danang-premier.com

 With a 5-star luxury hotel located in Da Nang City Centre and uniquely located in downtown Danang, on the beautifully-designed West Bank of the Han River, the Novotel has taken its place as a leading hotel venue for both business and leisure travelers Our hotel is Danang’s first upscale internationally-managed hotel with serviced apartments, with the highest and hippest panoramic bar in the city alongside world-class facilities and restaurants.

 With a 5-star luxury hotel located in Da Nang City Centre and uniquely located in downtown Danang, on the beautifully-designed West Bank of the Han River, the Novotel has taken its place as a leading hotel venue for both business and leisure travelers Our hotel is Danang’s first upscale internationally-managed hotel with serviced apartments, with the highest and hippest panoramic bar in the city alongside world-class facilities and restaurants.

On top of that, the hotel is also located next to the Da Nang CityAdministration Center and Han Market, Novotel Danang Premier Han River provides a nightclub, a roundtrip airport shuttle, and a poolside bar Treat yourself to a body wrap, a body scrub, or aromatherapy at in Balance, the onsite spa Enjoy fusion cuisine, a poolside location, and al fresco dining at the two onsite restaurants Yoga classes are offered at the 24-hour gym; the property also has a terrace, shopping on site, and 3 coffee shops/cafes Free in-room WiFi is available to all guests, along with a garden and a playground.

All 326 rooms feature comforts such as 24-hour room service and premium bedding, in addition to perks like laptop-friendly workspaces and air conditioning.

-Rollaway/extra beds (surcharge) and free cribs/infant beds

-Rainfall showers, free toiletries, and hair dryers

-32-inch LCD TVs with premium channels

-Wardrobes/closets, separate sitting areas [14]

The staff at Novotel Danang Premier Han River are always ready to serve tourists with a friendly and professional spirit Whenever a tourist encounters a problem or needs help, the hotel’s staff will be there immediately and provide assistance as quickly and effectively as possible.

3.1.2 The Organizational Structure of at Novotel Danang Premier Han River:

The table show that the management system is extremely strict to facilitate the management and operation of the hotel within the most effective and optimal way.

Functions of Novetel Danang Premier Han River

The main function of this resort is supplying 5-star-resort-quality services such as accommodation, catering, and, additional services including references, spa, fitness, gym, kids club, souvenir shops, and so on.

Quality of Banquet Service in Novetel Danang Premier Han river

Novetel Danang Premier Han river is a large resort that offers lodging, restaurants, spas, and other complimentary amenities Banquet service is one of the most unique services Novetel Danang Premier Han river can flexibly build a range of meeting, eating, party, broad choices with a big space encompassing indoor and outdoor halls, as well as poolside Novetel DanangPremier Han river is known for providing high-end, luxury banquet services that are also highly comfortable Customers frequently reserve tables and plan events such as weddings, birthdays, anniversaries, meetings, and so on In addition, the Lamaison restaurant at Novetel Danang Premier Han river specializes in breakfast buffets and a la carte dining The menu is extensive and diverse, with sweets and fruits included, and the bars specialize in offering beverages

Novetel Danang Premier Han river makes the perfect choices for life’s most impressive occasions, including gala dinners, and special ceremonies.With a choice of themes, this is an excellent option for producing business sessions.

The Functions and Tasks of the Position of Novetel Danang Premier

The food and beverage service department is responsible for the provision of food and beverages to customers in a hospitality establishment. This department is responsible for ensuring that customers are served with high-quality food and beverages, in a timely and efficient manner The department is also responsible for providing an exceptional dining experience to customers by maintaining high standards of cleanliness, hygiene, and service It includes various sub-departments such as restaurant, bar, room service, banquet operations, and catering The team members of the department include restaurant managers, servers, bartenders, stewards, chefs,and catering staff The food and beverage service department plays a crucial role in the success of a hospitality establishment and must ensure customer satisfaction and loyalty through exceptional service.

3.4.2 The Organizational Structure of the F&B Department

 F&B department manager is the person who organizes and manages the activities of the F & B department and oversees the smooth, efficient running of the business.

 Restaurant manager is an executive director of the job.

 Supervisor is the person who trains and manages the staff directly.

 Waiter/Waitress is the person who is trained to take care of guests.

 Chef is the person who cooks and arranges the kitchen.

 Commis chef does the basics part in the kitchen and supports the chef.

 Assistant is the person who manages restaurant spending and income.

 Cashier is the person who helps guests in paying.

Serving Process of the Restaurant

The restaurant service process is a sequence of professional activities carried out by the restaurant staff in order to provide clients with the highest level of satisfaction in terms of service quality Because everyone's sense of service quality changes, it's difficult to design and standardize the serving process It takes time and effort to develop a serving procedure Customers' perceptions should be taken into account when establishing this process; put comfort and satisfaction of consumer wants first, as this is the most important criterion It is vital to pay attention to tiny things in order to avoid losing guests' hearts, affecting the restaurant's reputation, and leaving consumers with negative feelings when they dine at the restaurant.

3.5.1 Serving Process of Buffet Breakfast

Buffet breakfast refers to self-serve breakfast, which typically includes 30-50 dishes from which visitors can choose This type of service is available in most mid- to high-end hotels

The following tasks are required for the buffet preparation:

Sanitize the dining room, cutlery, and dishes that will be used by guests.

Prepare the food areas, including tables, seats, and eating utensils.

Place a plate on each buffet station to present the dish.

Prepare uniforms and assign duties to the service workers at the buffet.

Specifically, eating utensils such as cups, plates, cutlery, glasses, cups,and so on should be provided in sufficient quantities to accommodate the expected number of guests Following hygiene requirements, these eating utensils must be washed, dried, and placed in cabinets and counters On the food line counters, staff prepare cups, plates, and other necessary supplies, assist the culinary crew in properly positioning the dishes and arranging the sauces and condiments, and place the name tags on the appropriate dish If guests have reserved a table in advance, employees must carefully review the customers' needs and information.

The most crucial stage of the service procedure is greeting Personnel must greet guests with a cheerful, enthusiastic, and polite attitude, as well as a smile and initiative, when they arrive When they greet them, they must ask for the room number and the guest's information in order to check on the system Customers are then directed to the dining table, where chairs are pulled for them and beverages are served as needed.

When customers use the buffet, they will choose their meals based on their preferences During this phase, hotel employees must do the responsibilities assigned to them correctly The waiter or waitress must keep an eye on the dining area and be ready to help diners if necessary The cleaning crew must rapidly clear up used dishes and leftovers from guests on a regular basis, as well as replace old cutlery and plates When cleaning, the staff will stand to the right of the guest, clean the dirty dish with the right hand, and then ask for the guest's consent Cleaning work necessitates staff attention, but this does not imply that employees must stare at visitors or focus on a specific table, as this will make guests uncomfortable and lower service quality Food service personnel, on the other hand, must keep an eye on the counters to ensure that food is replenished on a frequent basis.

After the guest has completed eating, the staff should inquire about the meal's quality, including if the cuisine is nice or not, how the space is, and how the music is, etc Then, they need to take down any comments made by visitors One member of staff is stationed at the front door, greeting people and saying goodbye, "Thank you and see you again." This will aid the hotel in eliciting sympathy from guests, encouraging them to return in the future.

The tray is used to wipe the dirty eating utensils first, then the plates, glasses, and so on Leftovers must be thrown away in a designated trash can. Then, waiter/waitress will clean the table and replace the place mat and cutlery The staff need to make sure the tables and chairs are in order Then, like previously, they arrange items such as tissue and toothpick container on the table and get ready to welcome new visitors

3.5.2 Serving Process of A La Carte

A la carte refers to a system in which clients order specific meals from a restaurant's menu Customers can order any dish on the menu based on their choices, such as 3-4 meals for 2 people or 2 dishes for 4 people, depending on their tastes

The serving procedure begins with the cleaning of floors, carpets, glass windows, decorations, tables and chairs, and other relevant equipment and materials Furthermore, employees must thoroughly inspect the status of serving equipment to ensure that it is in good functioning order, and free of damage or malfunction Then they inspect the condition of dining utensils such as cups, plates, glasses, cups, and so on, as well as assure the required quantity Finally, employees will arrange utensils on the dining table in accordance with the restaurant's guidelines and the needs of the customers. Employees should assist other departments in completing tasks

Guests should be greeted with a warm and enthusiastic attitude by staff.

A hotess has to speak clearly and loudly, with a professional demeanor, politeness, and friendliness and then determines whether the guest has booked a table or not The staff then leads guests to their seats, actively pulls chairs to invite customers to sit, brings the menu to guests, introduces the restaurant's distinctive drink or dish, and provides food consultation to guests on request. When receiving an order, a waiter or waitress should confirm it one more time to ensure that everything is correct before passing it on to the appropriate departments S/he has to bring refreshments that guests have chosen ahead of time to serve After that, s/he provides the dish in accordance with the customer's request While visitors are eating, personnel should keep an eye on them and obtain permission from them to clean filthy knives and dishes, as well as change utensils and plates to suit the next course

When visitors are almost finished eating, employees should keep an eye on them to see when they wish to pay so the cashier can prepare the bill.Furthermore, personnel should be attentive to walking consumers through payment procedures when they want it and explaining anything that they do not understand if they have any queries Hand over the money to the cashier after comparing the amount received from the guest with the payment invoice,and return the change to the guest with the original invoice When visitors are dining, staff can inquire about their happiness and remind and check whether they have forgotten anything at the restaurant When guests leave the restaurant, a member of staff will stand at the entrance to greet them and say goodbye, "Thank you for visiting, and we hope to see you again."

Other employees are in charge of cleaning up stained dishes and cups, wiping off the table, and arranging dining tables and chairs in a nice manner. Bring dirty cutlery to the cart to be washed by the steward crew The last step is to reorganize all supplies, and prepare everything for the next customer.

ANALYSIS AND EVALUATION

The Business Operation Results of Novetel Danang Premier Han

This report is taken from the hotel's accounting department at Novetel Danang Premier Han River Here are some statistics over the years.

Table4.1 Revenue of Novetel Danang Premier Han river from 2020 to

Catering services 11.250.000.000 82,4 37.500.000.000 70,3 224.170.000.000 78,8 Banquet event 117.500.000 1,6 7.100.000.000 13,2 36.600.000.000 12,8 department

Chart 4.1 Revenue of Novetel Danang Premier Han River from 2020 to 2022

Room Service Catering Service Banquet event derpartment Other Service

Figure 4.1 The Guest of Novetel Danang Premier Han River from 2020 to

The table shows the revenue Novetel Danang Premier Han River in three years from the year 2020 to 2022

Overall, as we could see in Table 4.1 that the revenue of Novetel Danang Premier Han River increased over the years Also, the revenue from Catering services accounted for the highest amount

More specifically, the revenue of Novetel Danang Premier Han River started at VND 13,594,500,000 in 2020 It sharply rose to 53,303,570,000 a year later In the following year, its revenue continued to go up and reachedVND 284,461,000,000 The revenue of this hotel came from room service,catering service, banquet event department and other services For catering service, in 2020, this service made VND VND 2,170,000,000 (15,8%), VND8,455,000,000 (15,9%) in 2021 and VND 21,600,000,000 (7,5%) in 2022 In particular, room service occupied the most revenue with VND 11,250,000,000(82,4%) in 2020 It fell from VND 37,500,000,000 (70.3%) after one year and rose again to VND 224,170,000,000 (78.8%) in 2022 By contrast, other service earned the least amount at VND 57.000.000 in 2020, VND248,570,000 in 2021 and VND 721,000,000 in 2022 About the banquet event department in 2020 is that VND 117,500,000 (1,6 %) will increase to VND7,100,000,000 (13,2%) in 2021 and decrease to VND 36,600,000,000(12,8%) in 2022

The Structure of Guests at Novetel Danang Premier Han River

Table 4.2 Number of the guests at Novetel Danang Premier Han River in

Chart 4.2 Number of the guests at Novetel Danang Premier Han River in 2020-2022

Local guests Domestic tourists International tourists

Figure 4.2 Number of the guests at Novetel Danang Premier Han River in 2020-2022

The table shows the number of the guests at Novetel Danang Premier Han River in three years from the year 2020 to 2022.

Overall, as we could see in above table that the number of guests increased from 2020 to 2022 Moreover, the highest amount of guests is from the International tourists.

More specifically, the number of guest of Novetel Danang Premier Han River started at 8.822 people in 2020 It gradually rose to 32.402 a year later and continue to increase to 76,675 in 2022, approximately 2 times higher than the previous year The number of guests of this hotel came from local guests, domestic tourists and International tourists In particular, International tourists accounted for the largest number with 2.744 people (37,91%) in 2020, 11.846 (36,57%) in 2021, it became the higher number in

2022 with 34.348 (44,79%) By contrast, this hotel attracted to the least amount of local guests in 2020 and 2021 with respective amount 1.843 (20,89%) and 8.593 (26.51%), despite its lowest number in 2020 and 2021, it occupied the highest number in 2022 with 17.800 (23,21%) For domestic ones, in 2020, it reached 3.635 (41,2%) It rose to 11.963 (36,92%) after a year and and doubled from the previous year is 24.527 (32%) in 2022.

Table 4.3 Result of customers’ evaluation about the food and beverage of banquet event department

Valid Frequency Percent Valid Percent

Chart 4.3 Result of customers’ evaluation about the food and beverage of banquet event department

Strongly agree Agree No comment Disagree

Figure 4.3 Result of customers’ evaluation about the food and beverage of banquet event department

The table shows the percentage of customers’ evaluations about the food and beverage of banquet event department at Novetel Danang Premier HanRiver in 2022

In general, most of the customers gave their opinion on the food and beverage and the survey department has excellently completed their mission. The survey includes strongly agree, agree, disagree, and no comment It is clear that the level of agreement is the highest in the ranking

From the chart, we can see that the customers who were satisfied with the food and beverage accounted for the highest percentage with 58 out of

100 (58%) evaluators The percentage of customers who "strongly agree" accounted for 12 out of 100 (12%) of the reviewers showed that the food and beverage, although they did well, could further improve menu variety and customer service skills In contrast to the highest rate, there was only one (1%) disagreement of customers In addition, there were quite a few customers who did not give feedback on their reviews with 32 out of 100 survey reviews (32%).

Table 4.4 Result of customers’ evaluation about facilities in the Banquet event department

Chart 4.4 Result of customers’ evaluation about facilities in the

Figure 4.4 Result of customers’ evaluation about facilities in the Banquet event department

The table describes Customers’ evaluation about facilities in the Banquet event department of Novetel Danang Premier Han River in 2022. This evaluation includes four levels such as strongly agree, agree, no comment and disagree.

Overall, most customers who were satisfied with facilities in the Horizon restaurant are aranged accounted for the highest number of them. This result shows that arrangement department is carrying out their mission very well

In particular, review of strongly agree occupied the highest percentage of customers at 50% in total of guests who gave comments The lowest amount of guests expressed strong agreement review was 10% in total By contract, customers were disappointed with this way accounted for 15%,despite an insignificant amount; there are some week points that are improved Customers not giving any comment occupied unacceptable number, 25% in total of guest taking part in evaluation, which the survey department does actually not make efforts to collect customers’ reviews.

Table 4.5 Result of customers’ evaluation the cleaning banquet and eating utensils of the banquet event department

Valid Frequency Percent Valid Percent

Chart 4.5 Result of customers’ evaluation the the cleaning banquet and eating utensils of the banquet event department

Figure 4.5 Result of customers’ evaluation the cleaning banquet and eating utensils of the banquet event department

The table shows result of customers’ evaluation the cleaning banquet and eating utensils of the banquet event department in 2022.

Overall, the department that carried out the customers’ evaluation survey finished their mission well because most customers give their reviews about the cleaning of the reception area at Novetel Danang Premier Han River The evaluation about it included four reviews such as strongly agree, agree, no comment and disagree Also, customers who showed agreement accounted for the highest proportion.

More specifically, customers who agreed that Banquet event department area was very clean accounted for the most enormous number at 59 in 100 (59%) ones evaluating By contrast, 2 out of 100 customers (2%) that felt actually disappointed with it, though there were insignificant numbers; the staffs need to improve cleansanitation The numbers of customers that did not give any comment make up 17% Customers that expressed strong agreement accounted for 22%, which show that they were very satisfied with the cleaning of Hotel and Banquet event department area.

Table 4.6 Result of customers’ evaluation about the Banquet event department staff’s attitude

Valid Frequency Percent Valid Percent

Chart 4.6 Result of customers’ evaluation about the Banquet event department staff’s attitude

Figure 4.6 Result of customers’ evaluation about the Banquet event department staff’s attitude

The table shows the percentage of customers’ evaluations about the banquet event department staff’s attitude at Novetel Danang Premier Han River in 2022

In general, most of the customers gave their opinion on the staff's attitude and the survey department has excellently completed their mission. The survey includes strongly agree, agree, disagree, and no comment It is clear that the level of agreement is the highest in the ranking

From the chart, we can see that the customers who were satisfied with the employee's work attitude accounted for the highest percentage with 54 out of 100 (54%) evaluators The percentage of customers who "strongly agree" accounted for 13 out of 100 (13%) of the reviewers showed that the staff,although they did well, could further improve their communication and customer service skills In contrast to the highest rate, there was only one(1%) disagreement of customers In addition, there were quite a few customers who did not give feedback on their reviews with 32 out of 100 survey reviews (32%).

Table 4.7 Result of customers’ evaluation about the Banquet service

Chart 4.7 Result of customers’ evaluation about the Banquet service Process

Figure 4.7 Result of customers’ evaluation about the Banquet service

The table shows result of customers’ evaluation about the banquet service process in 2022.

Overall, the department that carried out the customers’ evaluation survey finished their mission well because most customers give their reviews about the cleaning of the reception area at Novetel Danang Premier HanRiver The evaluation about it included four reviews such as strongly agree,agree, no comment and disagree Also, customers who showed agreement accounted for the highest proportion.

More specifically, customers who agreed that Banquet service process was very good accounted for the most enormous number at 52 in 100 (52%) ones evaluating By contrast, 3 out of 100 customers (3%) that felt actually disappointed with it, though there were insignificant numbers; the staffs need to improve quickly bring food The numbers of customers that did not give any comment make up 28% Customers that expressed strong agreement accounted for 17%, which show that they were very satisfied with the banquet service process of banquet event department.

4.8 The Serving Process of the Banquet in Novetel Danang Premier Han River

Hotel steps in the serving process of the banquet event department inNovetel Danang Premier Han River are arranged logically, and sequentially according to the 5-star plus standard This will make a lot of customers coming here to enjoy are very pleased with the professional serving way and want to come back again The employees are trained and have to apply what they learned frequently into the process They will contribute to making the serving process operate smoothly However, that process theory Actually,there are still shortcomings in the serving process such as preparing steps of the working place and learning the ingredients of food and beverage carefully.The staff has to be trained more about the sequence of service and how to serve food and beverage more professionally It is necessary to add some useful steps immediately to ensure the serving process of the banquet inNovetel Danang Premier Han River better and make customers more satisfied with the serving process and reduce the unnecessary steps or short into a common step to guarantee the serving process of the employees and help them remember all steps clearly while serving.

Technological facilities were renovated The banquet space is extremely gentle and elegant, suitable for guests who want to enjoy the meal in a luxurious space The staff is trained on ala-carte restaurant service procedures, basic English in the restaurant, and proper working style.However, due to the short training time and new staff force, it is not yet proficient in serving, especially serving bottles of wine The menu of the banquet is currently only focused on American guests, the force occupying more than 50% of the guests coming to the resort The dishes are not really diverse to guests can be satisfied.

Factors affecting the Serving of Banquet in Novetel Danang Premier

4.9.1 The staff and Quality of Banquet Service in Novetel Danang

All staff must have a basic knowledge of hospitality The staff here are carefully selected Employees who are hired will be offered 5 months of hard work After 5 months of probation, failure to meet the requirements will not be signed.

Quality of service: All staff serve the guests according to the standards of the restaurant, and are supervised by the supervisor and assistant outlet manager to ensure and provide customers with a consistent service.

Short training sessions are conducted daily to provide staff with the knowledge of food and beverage to enhance the ability to cater to a wide variety of customers with different requirements.

Facilities are set up according to 5-star plus-standard The hotel has enough modern equipment to serve customers in the best way The equipment has a calendar to check and repair weekly There are many devices that need repairing because they are old: music systems are unstable due to long days, and POS problems need repair so as not to affect the quality of service as well as customer satisfaction.

The Quality of the Banquet event service of Novetel Danang Premier

The menu is divided into sections such as food features of 2 regions, rice and noodle section, vegetable section All dishes are formulated and chefs have to cook according to the recipe in detail and decorated in an attractive and eye-catching manner to create a delicious taste in the food All food will be sous chefs checked last time before serving Chefs can also make dishes and drinks in addition to the menu requested by guests if the kitchen is full of ingredients.

All food and beverages are carefully selected and carefully examined to ensure the health of the customer Novetel Danang Premier Han River always gives customers the Asian food with delicious, beautiful dishes and professional service as well as the friendly staff here.

Orientation and Goals of Novetel Danang Premier Han River

 Promote expertise and experience in improving service quality

 Providing products to restaurants in order to gain the revenue

 Keeping appealing to customers of internal and external hotels

 Setting up brands of the system of Novetel Danang Premier Han River

 Sources of regular revenue grow year by year.

Continuing to improve the quality of service to get target customers satisfied by diversifying products and professional services of staff

Perfecting facilities, improving the quality of service in the hotel

Increasingly investing in activities of training human resources, aiming to specialized services

Perfecting the service process in the hotel with the aim of the most effective services.

Analysis of Strengths and Weaknesses of Banquet Service in Novetel

 The table of guest numbers proves that Novetel Danang Premier Han River is an extremely popular hotel because it attracts a large number of international guests In addition, this hotel is located in a beautiful area, busy road with tourists, so international customers can make a first impression and use it right away The hotel has a favorable location along with excellent sea and city scenery which is essential for the hotel to attract customers and create great experiences for them.

Although there are a few customers who are not really satisfied, the majority of customers who conducted the survey gave a positive opinion about the banquet event department, besides the weaknesses that need to be overcome, the the banquet event department has done good process of this service, although the dish has not yet met the fastidious customers, it still attracts a large number of other customers, and this needs to be promoted more in the future, the menu although lacking many language but still have enough images to describe the dish, this also helps customers feel the greatness of the dish through the image.

 Most of the customers gave a positive opinion about the facilities despite the weaknesses mentioned above The cramped facilities are well invested; the support systems such as sound, light, air conditioning, and stage are cleaned and corrected periodically, which contributes to creating an impression on customers Most of the facilities are repaired and cleaned, so they are still very new, the old ones are replaced by newer ones, maintaining the new face of the restaurant.

Hotels in general and restaurants in particular perform well in keeping the service area clean, few customers complain about hygiene, and the food is prepared cleanly and hygienically The air around is fresh and cool.

Staff members have access to formal training, communication at an acceptable level, they can understand the psychology of customers and need to maintain these, limiting the mentioned above weaknesses.

From the table of the number of guests coming to the hotel, it shows that the smallest number of guests is domestic, which proves that the hotel has not really paid attention to the number of domestic guests, not really focused advertise the best quality to domestic customers on social networking platforms.

From the survey data from a part of the hotel's customers, there is a small part of customers who are still not really satisfied with the banquet event department in Novetel Danang Premier Han River in Da Nang city. This weakness is born from a few of the following factors:

A small part of employees have an attitude that doesn't really respect their customers Besides, the staff is still not able to communicate in English well with all customers, and even they can't communicate with customers who don't know English in other languages, which causes limitations.

Communication mechanism and cause difficulty in providing service to customers, communication problems are really important to a service organization, and difficulties in this regard can lead to customer abandonment the use of services from the hotel in general and the banquet event department in particular.

Another problem of the staff department is that the service skills of this department are not really professional; they still cannot quickly solve problems that may occur during the process of customers using the service , emergency situations occur they still manage and do not know how to solve quickly, making customers appear not really satisfied.

 The staff division is not good because the management department is not really assertive and professional The assignment and training of this department are not really effective, when it is peak season, that is when there are most customers, and poor management may not be smooth in the process of providing services.

 The customer factor that makes the customer satisfaction rate not high is that the quality of service, food and drink is still not really diverse and unique, some dishes are not really attractive and delicious, and many menus are not available and not really suitable for customers, the language in the menu is not really diverse, many foreign customers still do not understand the menu and need to look at the pictures, this is something that needs to be fixed in the future.

 A small number of customers are still not satisfied with the restaurant's facilities, which shows that there is still some negligence in the organization of tables and chairs, and the improvement of the quality of the facilities has not been achieved Well, the peak season does not provide enough tables and chairs for customers, making customers not really satisfied, which greatly affect customers' continued use of the hotel's services.

 The service that the largest number of customers is dissatisfied with is promotions, hotels and restaurants are too focused on revenue without thinking about convincing these customers to become potential customers.With the hotel's features, customer retention needs to be more focused in order to generate the highest revenue and create the best customer experience.

DIFFICULTIES AND SUGGESTED SOLUTIONS

Difficulties

As a result of the ongoing Covid-19 outbreak, Novetel Danang Premier Han River has been dealing with the following issues:

- In terms of aesthetics, the Banquet event department as mildew on the walls, and the carpets, tablecloths, napkins, and other items are moldy and damaged as a result of being closed for so long.

- Technical facilities: Dishwashers, coffee grinders, elevators, and other tools and machinery can occasionally malfunction.

- In terms of the restaurant's professional credentials, many workers departed due to the lengthy Covid 19 outbreak, therefore the number of employees remaining was quite small, so the restaurant hired more interns. This results in a shortage of competent and inexperienced human resources

- Regarding the menu: The restaurant has not changed its new menu in a long time, leaving repeat customers with a limited selection of new meals.The menu isn't particularly extensive; the major courses are braised, fried,steaming, and salad A few grilled and hot pot items are available Desserts are now unavailable at the bakery and bar.

Suggested Solutions

In general, the hotel's technological amenities have fulfilled the majority of client requirements The restaurant, on the other hand, should constantly innovate and improve technological amenities, making a fresh impact on guests' hearts, and always striving for more competition Guests visiting the resort want to not only consume wonderful meals, but they also want to relax.

- The restaurant and club are relatively spacious, but some rearranging of relevant places, particularly the bar area, is required to make it more appealing, producing a comfortable, romantic, and near-to-nature aspect.

- Increase the workforce's quality, Novetel Danang Premier Han River requires new solutions to consistently develop and strengthen professional qualifications and services for the table, bar, and culinary departments' workforce.

- When hiring new staff, the hotel should focus on professional qualities At the very least, they should be individuals who have completed a hotel service training course, have solid foreign language abilities, good communication skills, a love for the job, and a balanced appearance.

- Open refresher classes on servers, foreign languages, and communication skills for table and bar service employees on a regular basis.

- Increase the promotional efforts of the service business department eat and drink and get regular customer feedback on excellent service

- Because consumers' demands vary greatly due to their origins in various areas and nations, as well as their cultures and habits, the meals must likewise vary in order to attract an increasing number of customers.

- Drink variety: in addition to the beverages offered in the restaurant, specialized cocktails from each area will be added.

- The variety of food and beverage items and services not only serves the demands of clients but also creates competitive advantages over other food service enterprises.

- Boost staff productivity Increased energy labor productivity will assist hotel businesses in lowering labor norms, lowering the cost of human recruiting, labor pay, and training expenses all of which will lower the total cost of the hotel and boost company profits.

- Aside from the fundamental solutions outlined above, the hotel must concentrate on economic management, assuring savings and company efficiency through acceptable and scientific standard procedures Specifically, as follows:

+ Make use of extra raw materials

CONCLUSION AND SOLUTIONS

Summary OF The Banquet Event Service

 During my work at Novetel Danang Premier Han River I realize the role of the Banquet event department is extremely important in hotels The key factor of the service business is customer satisfaction, so what diners care most about when coming to a event is comfort and satisfaction with the quality and assurance of the food Delicious food will help attract diners and create the deepest impression in their hearts Because the purpose of going to a restaurant for any real guests is to enjoy and be satisfied by the service. When customers are impressed, they will recommend the restaurant to their friends to experience the same, so more people know about it The product and quality of the restaurant will be appreciated on the website and by word of mouth So the restaurant must keep an eye on the quality of the food. Besides, the service of the staff and the beautiful view also greatly affect the psychology of the guests; good service is reflected in the professionalism and specific processes Meanwhile, the restaurant's facilities and equipment make visitors feel comfortable, safe, and clean Therefore, the restaurant must always be aware of the quality of the food, service resources, and facilities

The thesis topic “ AN INVESTIGATION INTO THE REAL SITUATION AND

SOME SOLUTIONS TO IMPROVING THE QUALITY OF BANQUET SERVICE

AT NOVETEL DANANG PREMIER HAN RIVER ” have solved some of the contents:

- Identifying and specifying some basic theory about the hotel, restaurant, the F&B Service and the service process of the Banquet event Department.

 - After analyzing the hotel businesses from three 2020 to arrive today, i have seen strong and weak points of the food service and found out the cause and the solution to improve the effect of this operation.

Solutions

 Facilities of Banquet event Department

The technical facilities in the restaurant are the production conditions, meeting the dining needs of tourists; it is also the architectural work of the equipment and its location - The hotel needs to repair and replace old and damaged equipment in the restaurant such as lighting system, air conditioning system The hotel needs to apply the maximum scientific and technical components Facilities in the hotel are meant to attract guests, make an impression on guests when entering the restaurant Therefore, restaurants must always upgrade and innovate the equipment that is appropriate from time to time to serve the needs and tastes of customers, creating comfort for customers in dining

 Employees are the people who directly contact and serve customers, so the attitude and service provision should be ensured to improve the quality of restaurant service.

 Employees need to be warm and smiling, always standing by and caring for customers, knowing in advance what they need and want to meet their needs quickly and accurately.

 For the ability to handle the province to solve: it is not necessary for the management to stand out and create for lower-level employees, but employees should learn from different experiences by themselves For new hires, there can be direct problem solving for you to do and learn from From there show you a more optimal solution

 Improve professional skills: there are some employees who are recruited into the restaurant but have not been trained in tourism, the hotel should open vocational training courses so that you can have an overview of the tourism and hospitality industry (e.g learn about tourist sites to recommend great places to guests) Or you can organize tours and training sessions at big hotels and resorts to learn and hone skills

 Regulations on reward and punishment for employees: in order to create a better working force for employees, the restaurant can make small rules that are specified into points to reward or punish employees.

 For foreign language ability: the current customers coming to Golden Bay resort are mostly Korean and Chinese guests, however they know little English, staff The restaurant staff also doesn't know Korean or Egg, so it's difficult to communicate when serving, which is really a big limitation for a 5-star restaurant Therefore, it is necessary to open Korean or Chinese language classes for employees, or can supplement learning when employees want to study at an external institution to motivate them and help them feel satisfied in their work.

 Employees have good knowledge and understand customer needs its professional service staff The following suggestions to improve employee knowledge.

 Managers pass on knowledge and experience to employees to learn more, improve, between employees learning from each other , former employees New staff appeared Organize contests with knowledge about hotel and tourism industry in Da Nang

 Serving process quality of Banquet service

Serving process quality in banquet event departmant also have many problems such as

 The quality of the staff needs to be improved and more professional.

 The distance between the tables is very narrow and uncomfortable.

 In the process of working, the staff makes noises that scare the guests.

From the weakness, I would like suggest some solution about two departments in this restaurant

 The restaurant's board of directors regularly checks and corrects errors when setting up tables and buffet counters.

 Restaurant staff should proactively thank and greet customers during peak hours.

 Staff should pay attention to clean the station counters to cause sympathy with customers.

 Staff should improve their receiving skills and take better care of customers.

 Improve communication skills and handle all unexpected situations.

 Improve the quality of food service.

 Adding dishes to diversify the menu and drinks to serve the maximum needs of guests in terms of food and drinks that guests need Bring main dishes, local specialties, dessert dishes and rustic dishes.

 Depending on the season and audience, we need to change dishes and drinks.

 For Novetel Danang Premier Han River

 Novetel Danang Premier Han River should focus on promoting hotel through social networks more than present Moreover, hotel should create more emotional movies because it is today's restaurant marketing trend due to its uniqueness, creativity and ease of storing many hotel photos for customers One of the most important strategies for hotel is to establish links with well-known order pages Currently, there are many famous hotel recommendation websites and are searched by consumers to book rooms website

 Building a professional website is the most effective marketing hotel should also do In order for the website to operate effectively, the hotel should invest in the hotel’s image and article content to make a good first impression on customers when searching the hotel through the website.

 Furthermore, management need to upgrade the spacious parking space for the hotel’s car park, it needs a larger parking space for staff and guests during winter guests.

 Finally, the staff of each department in the hotel should improve their teamwork skills and networking skills with other departments in the hotel And the hotel management needs to closely coordinate the activities of other departments so that they can support and help each other in the most effective process This shows the organization and solidarity among members and members of the hotel, helping to improve service quality Problem solving is also essential for all employees to improve their flexibility when communicating with customers.

- Always improving a diverse and rich menu

- Decorating attractive and aesthetically pleasing dishes

- Regularly offering a new menu for customers to choose from

- Developing culinary exchange programs between Western countries and Eastern countries to develop and absorb in rich culinary culture

- Knowing what the strengths and weaknesses of the service are to promote and offering solutions to improve service quality to increase competitiveness

- Conducting customer opinion survey to find out the needs of guests as well as the experience of customers about the quality of hotel services

- Researching competitors in the market to see competitors

- The coordination tightness between the restaurant department and other parts of the hotel.

Conclusions

The demands of human life are more advanced, people know how to enjoy their life and they also take care of their spirits carefully Nowadays,many hotels and restaurants in them have sprouted more and more quality to serve the needs of careful customers.

As an internship Novetel Danang Premier Han River, I worked as a waiter for 5 months in Banquet event department; I realize that the service industry in general and F&B service in particular play important role in a service business, especially it also helps us to train better perseverance and ability to engage.

Furthermore, if each hotel department and especially restaurant wants to operate efficiently, it is necessary to upgrade good facilities, train professional and enthusiastic staff, provide good service quality; marketing and the quality of all food must be improved to attract customers.

Due to limited knowledge, skills and time, my graduation paper should not avoid mistakes So I hope to get help and input from teachers to complete it.

Lastly, I would like to sincerely thank the manager and staff ofNovetel Danang Premier Han River for giving me the opportunity to do this topic and analyze the service processes quality at Novetel Danang PremierHan River

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[2] https://en.wikipedia.org/wiki/Types_of_restaurants

[3] https://www.mageplaza.com/blog/what-is-service.html

[4] https://www.businessmanagementideas.com/service-marketing/what-is- service/20967

[5] https://en.wikipedia.org/wiki/Service_(economics)

[6].https://scholar.google.com.vn/scholar? q=Characteristics+of+service&hl=vi&as_sdt=0&as_vis=1&oi=scholart

[7] https://study.com/academy/lesson/banquet-service-standards-types- definition.html

[8] https://www.thelittleaussiebakery.com/why-banquet-and-catering-is- important/

[9] https://www.ehow.com/info_8136464_banquet-service-styles.html [10].https://en.wikipedia.org/wiki/Banquet#:~:textnquets%20are

%20traditionally%20held%20to,topic%20or%20guest%20of%20honour.

[11] https://www.indeed.com/recruitment/job-description/banquet- server#:~:text=A%20Banquet%20Server%2C%20or%20Banquet,refilling

[12] https://www.indeed.com/recruitment/job-description/banquet- server#:~:text=A%20Banquet%20Server%2C%20or%20Banquet,refilling

[13] https://www.betterteam.com/banquet-server-job-description

[14] https://www.novotel-danang-premier.com

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