An investigation into the real situation and some solutions for attracting guests to book the banquet event at new orient hotel danang

DOA N THI VAN DUY TAN UNIVERSITY FACULTY OF ENGLISH HON G– GRA DUA TIO N PAP ER IN ĐOÀN THỊ VÂN HỒNG ENG LIS H LIN GUI STI CS – AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR ATTRACTING GUESTS TO BOOK THE BANQUET EVENT AT NEW ORIENT HOTEL DANANG 2023 GRADUATION PAPER IN ENGLISH LINGUISTICS DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR ATTRACTING GUESTS TO BOOK THE BANQUET EVENT AT NEW ORIENT HOTEL DANANG Major: English for Tourism SUPERVISOR : TRAN THI MINH GIANG, Ph D STUDENT : DOAN THI VAN HONG CLASS : K25 NAD4 STUDENT CODE : 25203303300 DA NANG, 2023 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D ACKNOWLEDGEMENTS My graduation paper could not have been complete without the help, encouragement, guidance, and advice of various individuals Therefore, I am truly grateful for their support over the past four years First and foremost, I would like to express my deep gratitude to all the teachers at Duy Tan University who have taught me how to learn English as well as how to behave well with everybody Especially, I would like to thank Dr Tran Thi Minh Giang — my supervisor for helping me with my graduation paper Besides, I sincerely thank all the managers and colleagues of the New Orient Hotel Danang who shared their knowledge and useful information and gave me the opportunity to experience a professional working environment Without their kind help and encouragement, I would not have been able to complete this report on time Last but not least, I am grateful to my family, who have created the best conditions for me to study and practice I also would like to thank all my friends who always stand by me in both learning and life In conclusion, I would like to express my gratitude to everyone who assisted me in completing this graduation paper With my limited theoretical level and practical experience, I cannot avoid shortcomings I look forward to seeing comments from teachers to help my report be better and more explicit This also helps me gain more knowledge for my future career Doan Thi Van Hong Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D STATEMENT OF AUTHORSHIP Except where reference is made in the text of the graduation paper, this paper 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 paper This graduation paper has not been submitted for award of any degree or diploma in any other tertiary institution Da Nang, May 10th, 2023 DOAN THI VAN HONG Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D ABSTRACT The tourism industry is in a recovery period after being affected for a long time by the COVID-19 pandemic Therefore, competition between businesses will be inevitable To be able to maintain its position and attract customers, each business must find out its strengths and weaknesses to decide on the right direction and strategy for the business Through this research, I want to investigate and analyze the difficulties faced by Banquet department of New Orient Hotel Danang From there, offer suitable solutions to attract customers I hope my research, "An investigation into the real situation and some Solutions for attracting guests to book the Banquet Event at New Orient Hotel Danang," will be useful to the hotel Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D LIST OF TABLES Table 3.1 The educational background of staff in the F&B Department .24 Table 3.2 The gender of staff in the F&B Department 25 Table 3.3 The educational background of staff in the Banquet Department 26 Table 4.1 Quantity of events booked in the year 30 Table 4.2 Guest's evaluation of service quality 32 Table 4.3 The way to help customers know about the banquet service of New Orient Hotel Danang .38 Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D LIST OF FIGURES Figure 2.1 Organizational structure of the F&B Department .10 Figure 3.1 Organizational structure of New Orient Hotel Danang 20 Figure 3.2 Organizational structure of the F&B Department .23 Figure 4.1 Revenue of Banquet Department 31 Figure 4.2 Guests’ Evaluation of Facilities 33 Figure 4.3 Guests’ Evaluation of Service Attitude .34 Figure 4.4 Guests’ Evaluation of Food and Beverages 35 Figure 4.5 Guests’ Evaluation of Space .36 Figure 4.6 Guests’ Evaluation of Technical quality .37 Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D LIST OF PICTURES Picture 3.1 New Orient Hotel Danang 16 Picture 3.2 Logo of New Orient Hotel Danang 17 Picture 3.3 Cardio Fitness Center 19 Picture 3.4 Camellia Wedding Ballroom .27 Picture 3.5 Saffron Conference Hall 27 Picture 3.6 Thien Long Hien Convention Venue 28 Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D ABBREVIATIONS UNWTO: World Tourism Organization F&B: Food and Beverage BEO: Banquet Event Order Co., ltd.: Limited Liability Company Student: Doan Thi Van Hong Code: 25203303300 Graduation Paper Supervisor: Tran Thi Minh Giang, Ph D TABLE OF CONTENTS ACKNOWLEDGEMENTS i STATEMENT OF AUTHORSHIP ii ABSTRACT iii LIST OF TABLES iv LIST OF FIGURES .v LIST OF PICTURES vi ABBREVIATIONS .vii CHAPTER INTRODUCTION .1 1.1 Rationale 1.2 Aims and Objectives 1.2.1 Aims 1.2.2 Objectives 1.3 Scope of the Study 1.4 Method of the Study .2 1.5 Organization of the Study .3 CHAPTER THEORETICAL BACKGROUND 2.1 Overview of the Hotel Business 2.1.1 Definitions .4 2.1.1.1 Definition of Hotels 2.1.1.2 Definition of Hotel Business 2.1.2 Products of Hotel Business 2.1.2.1 Service product Student: Doan Thi Van Hong Code: 25203303300