An investigation into the real situation and some solutions for improving english communication skills of the staff of the food and beverage department at mandila beach hotel

BUI PHA M BAO TRA N– GRA DUA TION PAPE R IN ENG LISH LING UIST ICS 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH BUI PHAM BAO TRAN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING ENGLISH COMMUNICATION SKILLS OF THE STAFF OF THE FOOD AND BEVERAGE DEPARTMENT AT MANDILA BEACH HOTEL GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH Graduation Paper i Supervisor: Nguyen Thi Bich Giang, M.A ACKNOWLEDGEMENT Dear the director and most of the staff in Mandila Danang Beach Hotel, Dear my supervisor, Mrs Nguyen Thi Bich Giang, Dear all the teachers in English Department of Duy Tan University, First of all, I would like to express my sincere gratitude to Duy Tan University and English Department for their endless enthusiasm, insightful instruction, and great assistance that have illuminated my graduation thesis I also thank Mrs Nguyen Thi Bich Giang - my supervisor for not only giving me comments on how to handle problems but also answering all my questions about my graduation paper Secondly, I would like to send many thanks to Mandila Danang Beach Hotel for offering me such an extremely professional environment to study, work, and bringing me the chance to acquire new source of knowledge Thirdly, I would love to deliver my thanks to Mr Le Huy Hoang and hotel staff - for allowing me to work and study at Mandila Danang Beach Hotel They guided me through my internship process with advices, feedbacks, and shared useful experience despite their busy work Finally, I want to express my gratitude to my family, especially my parents, for their love, patience, and support while I was writing this paper I am grateful to all of you and I wish all of you good health, success, and happiness! Yours sincerely, Bui Pham Bao Tran Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper ii Supervisor: Nguyen Thi Bich Giang, M.A STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of my degree or diploma in any other tertiary institution Da Nang, April 2023 Bui Pham Bao Tran Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper iii Supervisor: Nguyen Thi Bich Giang, M.A ABSTRACT In my thesis, I would like to examine English communication skills of the staff of food and beverage department at the Mandila Danang Beach Hotel and offer some solutions to improve it This case study is carried out based on the theoretical background and practical data We have compiled all the essential information about the hotel from primary and secondary sources, such as textbooks, the Internet, as well as the data from the supervisor of food and beverage department at the Mandila Beach Hotel and the evaluation of hotel customers through surveys, tables and diagrams Based on this information, we would present some characteristics of the staff, service, organizational structure and tourist resources of the hotel and then suggest some suggestions to improve the quality of the staff of the food and beverage at the hotel Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper iv Supervisor: Nguyen Thi Bich Giang, M.A LISTS OF PICTUTE Picture 1: Mandila Beach Hotel LISTS OF FIGURE Figure The diagram of Mandila Beach Hotel’s organization LISTS OF TABLES Table 1: Structure of guests coming to Mandila Beach Hotel from 2020 to 2022 Table 2: The structure of guests at restaurant of hotel Table Labors of structure of reception department at Mandila Beach Hotel Table Guests evaluation about the importance of english communication skills of the staff of food and beverage department Table The guests’ information provided through the questionnaire Table Guests’ review of the servers Table Guests’ evaluation about English communication skills LISTS OF CHART Chart 1: Number of visitors to Mandila Beach Hotel in recent years Chart 2: Number of visitors to the restaurant in recent years Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper v Supervisor: Nguyen Thi Bich Giang, M.A TABLES CONTENTS ACKNOWLEDGEMENT .i STATEMENT OF AUTHORSHIP .ii ABSTRACT iii LISTS OF PICTUTE iv LISTS OF FIGURE .iv LISTS OF TABLES .iv LISTS OF CHART .iv CHAPTER INTRODUCTION 1.1 Rationale: 1.2 Aims and Objectives: .2 1.2.1 Aims: .2 1.2.2 Objectives: 1.3 The scope of the study: 1.4 Methods of the study: .3 1.5 Organization of the study .3 CHAPTER THEORETICAL BACKGROUND .5 2.1 Concepts: 2.1.1 The concept of the hotel .5 2.1.2 Hotel business concept 2.1.3 Characteristics of hotel business 2.2 Meaning of hotel business .8 2.2.1 Economic meaning .8 2.2.2 Social meaning 2.3 Concept of restaurant and food&beverage department in the restaurant .9 Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper vi Supervisor: Nguyen Thi Bich Giang, M.A 2.3.1 Restaurant concept: .9 2.3.2 The concept of food and beverage department and the food service process 10 2.4 The concept of restaurant business .11 2.5 Characteristics of restaurant business 11 2.6 The role of the restaurant business .12 2.7 The meaning of restaurant in the hotel business 13 2.7.1 Meaning for hotel business 13 2.7.2 Implications for the tourism industry 14 2.8 Some factors affecting communication skill 15 CHAPTER 16 CASE DECRIPTION 16 3.1 Mandila Beach Hotel: 16 3.1.1 Overview: 17 3.1.2 Functions and Responsibilities 18 3.2 Mandila Beach Hotel’s Operation System 19 3.2.1 Mandila Hotel’s organization diagram 19 3.2.2 Functions and tasks of each department at Mandila Beach Hotel: .20 3.3 English Communication Skills In The Hotel- Restaurant 22 3.4 The Current Situation Of Staff Quality In English Communication Skills Of Food And Beverage Department 24 3.4.1 Quality of staff 24 3.4.2 English communication skills of employees .26 CHAPTER ANALYSIS AND EVALUATION .27 4.1 Hotel business in recent years .27 4.1.1 Guest’s Arrival at Mandila Beach Hotel from 2020 to 2022 27 4.1.2 Guest’s arrival at restaurant of hotel from 2020 to 2022 .29 Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper vii Supervisor: Nguyen Thi Bich Giang, M.A Chart 2: Number of visitors to the restaurant in recent years 31 4.2 Labor 31 4.3 Activities Using English Communication Skills Of The Food And Beverage Department 33 4.4 Evaluation 37 4.4.1 Evaluation of guests about the staff quality in restaurant at Mandila Beach Hotel 37 4.4.2 Guests' evaluation of the staff of the Food and Beverage at Mandila Beach Hotel 39 4.4.3 Evaluation of guests about English communication skills of the staff .41 4.5 Strengths and Weaknesses 43 4.5.1 Strengths .43 4.5.2 Weaknesses 44 CHAPTER DIFFICULTIES AND SOLUTIONS 45 5.1 Difficulties .45 5.2 Suggested Solutions .45 CHAPTER CONCLUSION 47 REFERENCES 49 I ENGLISH BOOK 49 II WEBSITE 49 QUESTIONNAIRE .50 PART 1: PERSONAL INFORMATION 50 PART 2: SATISFACTION TIER ABOUT THE STAFF OF THE F&B DEPARTMENT AT MANDILA BEACH HOTEL 52 Student: Bui Pham Bao Tran Code: 25203215947 Graduation Paper viii Supervisor: Nguyen Thi Bich Giang, M.A PART 3: THE IMPORTANCE OF ENGLISH COMMUNICATION SKILLS OF THE STAFF OF FOOD AND BEVERAGE DEPARTMENT 53 PART 4: EVALUATION ABOUT ENGLISH COMMUNICATION SKILLS OF THE STAFF 54 SUPERVISOR COMMENTS 55 Student: Bui Pham Bao Tran Code: 25203215947