An investigation into the real situation and some solutions for enhancing the food and beverage department of the square restaurant at novotel danang

Trang 1 FACULTY OF ENGLISHLUONG SON BAAN INVESTIGATION INTO THE REAL SITUATIONAND SOME SOLUTIONS FOR ENHANCING THEFOOD AND BEVERAGE DEPARTMENT OF THESQUARE RESTAURANT AT NOVOTEL DANANG

FACULTY OF ENGLISH

LUONG SON BA

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR ENHANCING THE FOOD AND BEVERAGE DEPARTMENT OF THE SQUARE RESTAURANT AT NOVOTEL DANANG

FACULTY OF ENGLISH

GRADUATION PAPER

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR ENHANCING THE FOOD AND BEVERAGE DEPARTMENT OF THE SQUARE

RESTAURANT AT NOVOTEL DANANG

Major: English for Tourism

SUPERVISOR: NGUYEN THI HANG, M.A

STUDENT: LUONG SON BA CLASS: K25 NAD9

STUDENT CODE: 25213204266

DA NANG, 2023

ACKNOWLEDGEMENTS

The topic “An investigation into the real situation and some solutions forenhancing the Food and Beverage Department of the Square Restaurant atNovotel Danang” become a reality with all kind and devoted help andassistance of many individuals I would like to express my sincere thanks toall of them

First of all, I would like to pay my profound gratitude to all the teachers of theFaculty of English - Duy Tan University for guiding me with their endlessenthusiasm Especially, my supervisor, Ms Nguyen Thi Hang for herenthusiasm, support, guideline and many precious times spent me when I met

an obstacle

Secondly, I am extremely grateful to brothers and sisters working in Novotel

Da Nang for their devotion, kindness when leading and guiding me to obtainvaluable knowledge and experience

Finally, my family and friends are also a significant inspiration for me, sowith due regard, I express my gratitude to them

I am grateful to all of you I wish you all the best of health and success

Yours Sincerely Ba

Luong Son Ba

STATEMENT OF AUTHOR SHIP



I declare that, to the best of my knowledge, this paper contains nopreviously published content It does not use any material previouslysubmitted for a degree or certificate at my university, in whole or in part,unless a proper reference is included in the text

Without acknowledgment in the graduation paper, no other person's workhas been utilized

This graduation thesis has not been submitted to any other tertiaryinstitution for the award of a degree or diploma

Da Nang, May 2023

Student

Luong Son Ba



In my graduation paper, we would like to examine the service qualityinto the Food of Beverage Service Department of the Square Restaurant atNovotel Da Nang and suggest solutions to improve it

This case study is based on theoretical background and factual data Toget the results, we have collected all the main relevant information aboutmany available sources, such as textbooks, internet as well as data of the Food

of Beverage Service Department and customer reviews of the quality of food

or drink, attitude’s staffs particularly and the hotel generally through surveytables and diagrams On the basis of this information, we will give somecharacteristics of the hotel's staff, services, organizational structures andsources of tourists, thereby making some recommendations to improveservice quality of the hotel

I am confident that my suggestions will aid the hotel in exceeding clientexpectations and contribute to the growth of the Da Nang hospitality industry

as a result of the survey about the issues

LIST OF TABLES

Table 3.1: Novotel Danang Premier Han River Meeting rooms

Table 3.2.1: Structure of guests by the Nationality of Novotel Danang PremierHan River in the period 2020-2022

Table 4.1 Result of customers’ evaluation about F&B of The Square

Table 4.2 Result of customers’ evaluation about facilities in the Square

restaurant at Novotel Danang Premier Han River

Table 4.3 Result of customers’ evaluation the cleaning of the Square

Table 4.4 Result of Customers’ Evaluation of the F&B Department Staff’s Attitude

Table 4.5 Result of customers’ evaluation of the payment process of NovotelDanang Premier Han River

Table 4.6 Result of customers’ evaluation about the Promotion Program of the Square at Novotel Danang Premier Han River

LIST OF PICTURES

Picture 1: Overview outside of Novotel Danang Premier Han River

Picture 2: The Square Restaurant

LIST OF CHARTS

Chart 3.1: The Organizational Structure of Novotel Danang Premier Han River

Chart 3.2.1 Number of visitors to Novotel Danang from 2020 to 2022

Chart 3.3.1 Chart of Organizational of the Square restaurant

Chart 4.1 Revenue of Novotel Danang Premier Han River from 2020

Chart 4.2 Result of customers’ evaluation about F&B of The Square

Chart 4.3 Result of customers’ evaluation about facilities in the “Square” restaurants at Novotel Danang Premier Han River

Chart 4.4 Result of customers’ evaluation the cleaning of the Square

Chart 4.5 Result of Customers’ Evaluation of the F&B Department Staff’s Attitude

Chart 4.6 Result of customers’ evaluation of the payment process of NovotelDanang Premier Han River

Chart 4.7 Result of customers’ evaluation about the Promotion Program of the Square at Novotel Danang Premier Han River

TABLE OF CONTENT

ACKNOWLEDGEMENTS i

ABSTRACT iii

LIST OF TABLES iv

LIST OF PICTURES v

LIST OF CHARTS vi

LIST OF ABBREVIATIONS vii

TABLE OF CONTENT viii

CHAPTER 1: INTRODUCTION 1

1.1 Rationale 1

1.2 Aims and Objectives 1

1.3 Scope of the Study 2

1.4 Methods of the Study 2

1.5 Organization of the Study 2

CHAPTER 2: THEORETICAL BACKGROUND 4

2.1 Hotel 4

2.1.1 Hotel definition 4

2.1.2 Classifications of hotel 4

2.2 Overview of restaurant 8

2.2.1 Definition of restaurant 8

2.2.2 Classification of restaurant 9

2.2.3 Theoretical basis of the restaurant business 11

2.2.3.1 Concepts of the restaurant business in the hotel 11

2.2.3.2 Characteristics of restaurant business 12

2.2.3.3 The roles of the restaurant business in the hotel: 14

2.2.4 Food and Beverage service in hotel business 15

2.2.4.1 Definition of Food and Beverage service 15

2.2.4.2 The importance of Food and Beverage service 15

2.2.4.3 Types of Food and Beverage service 15

2.2.4.4 Aims of Food and Beverage service 16

2.2.4.5 Activities of Food and Beverage service 16

2.2.4.6 Function of Food and Beverage service 16

2.2.4.7 Job description 16

CHAPTER 3: CASE DESCRIPTION 17

3.1 Novotel Danang Premier Han River Overview 17

3.1.1 General information 17

3.1.2 The Organizational Structure of Novotel Danang Premier Han River 19

3.1.3 Functions and tasks of Novotel Danang Premier Han River .23

3.1.4 Room Classification of Novotel Danang Premier Han River 24

3.1.5 Facilities and Services: 27

3.2 Business performance of Novotel Danang Premier Han River in the period of 2020-2022 30

3.3 An Overview the Food and Beverage Department in Novotel Danang Premier Han River 32

3.3.1 Overview of the Food and Beverage Department: 32

3.3.2 Functions and purposes of Food and Beverage Department 33

3.4 General information of the Square Restaurant 34

3.4.1 General information 34

3.4.2 Facilities in The Square 35

3.4.3 Organizational chart of The Square restaurant 36

3.4.4 Functions and Tasks of the position of the Square restaurant.36 3.4.5 The serving process at the Square restaurant 37

Chapter 4: ANALYSIS AND EVALUATION 42

4.1 Genaral analysis of the situation of Novotel Danang Premier Han River 42

4.1.1 Novotel Danang Premier Han River from 2020 To 2022 42

4.1.2 Evaluation about Food and Beverage of the Square 43

4.1.3 Evaluation about the Facilities in the Square 44

4.1.4 Evaluation of the Hygiene of the Square 46

4.1.5 Evaluation of the Food and Beverage Department Staff’s Attitude 47

4.1.6 Evaluation of the Payment Process of the Square 49

4.1.7 Evaluation of the Promotion Program of the Square 50

4.2.1 Strengths 52

4.2.2 Weaknesses 53

CHAPTER 5: DIFFICULTIES AND SOLUTIONS 55

5.1 Difficulties of the Food & Beverage Department at Novotel Danang Premier Han River 55

5.2 Solutions for Difficulties of the Square Restaurant at Novotel Danang Premier Han River 56

CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 58

6.1 Summary of The Food and Beverage Service 58

6.2 Suggestions 58

6.2.1 For The Square Restaurant: 58

6.2.2 For Faculty of English of Duy Tan University 59 REFERENCES

QUESTIONNAIRE

CHAPTER 1: INTRODUCTION1.1 Rationale

Tourism business brings a lot of profit, so more and more hotels andrestaurants are built to meet the rapidly increasing tourism needs of domesticand foreign tourists Therefore, to attract guests, hotels must constantlyimprove the quality of services and most significant is the F&B services in thehotel

Through the actual investigation at the Food and Beverage Department ofthe Novotel Danang Premier Han River, I found that in recent years: thequality of the hotel's cuisine face many limitations and inadequacies due toboth objective and subjective factors

Therefore, it seems to me that the Novotel Danang Premier Han Riverneeds to quickly come up with solutions to overcome those limitations inorder to bring the highest business efficiency to the hotel, especially toenhance the F&B Department at the Square Restaurant

Based on the theory and reality mentioned above, I made up my mind toopt to study the hotel's Food & Beverage Department, in which I will exploredeeply into the actual situation of the menu and issues affecting the hotel'slimitations From the above reasons, I boldly researched the topic “Aninvestigation into the real situation and some solutions for enhancing the foodand beverage department of the square restaurant at Novotel Danang”

1.2 Aims and Objectives

In this graduation thesis, I would like to study the following:

Confirm consumers' satisfaction and perceptions of the restaurant's food,beverages, and services to identify the relevance of service quality in

Evaluating the reality of the Square restaurant’s service quality.

Making suggestions for ways to improve the quality of service at theSquare restaurant

Introducing the fundamentals of service quality, as well as the realities ofrestaurant service and how to draw customers to the restaurant

As a result, giving solutions to improve the efficiency of attractingcustomers

1.3 Scope of the Study

Scope of the content: On the one hand, examining the facility's structure,hotel facilities, and guest arrivals of Novotel Danang Premier Han River, all

of which were collected between 2020 and 2022

On the other hand, assessing the restaurant department's customer servicequality as well as giving some essential steps will be performed to improvethe restaurant quality in food and services

1.4 Methods of the Study

During the course of this Graduation Paper, I used the information andfigure collected from the hotel Besides, I also used investigation methods,observation, interview, analysis and evaluation and draw conclusions related

to the subject

1.5 Organization of the Study

My thesis structure is separated into 6 chapters:

Chapter 1: The introduction of the reason for choosing the topic and theIntroduction of research content: object, scope, method

Chapter 2: Overview of hotel and theoretical basis for F&B Deparment

Chapter 3: The introduction to Novotel Danang Premier Han River,business performance of Novotel Danang Premier Han River in the period of2020-2022

Chapter 4: Analysis and evaluation for the real situation of the F&BDepartment at the Square Restaurant at Novotel DaNang

Chapter 5: Presenting difficulties of the F&B Department and givingsome solutions to improve

Chapter 6: Summary of the Food & Beverage Department and solutionsfor Faculty of English at Duy Tan University

CHAPTER 2: THEORETICAL BACKGROUND

2.1 Hotel

2.1.1 Hotel definition [1]

According to the change of history and specific views in countries alongwith the development of tourism activities, people have come up with manydifferent concepts of the hotel But first of all, a hotel is a complex oftechnical facilities, equipment and construction at a certain location, providesproducts and services to tourists through the process of operation in order toget the ultimate profit

Hotel is built on a solid foundation, with multiple stories and bedroomsthat are furnished with amenities and specialized furniture for commercialpurposes such as lodging, catering, and other services The classification ofhotels is based on their content and intended usage, such aa s temporary,convention, and tourism In addition, the hotel is rated from one to five starsbased on the quality of services comfort

The hotel is a well-known lodging establishment all over the world,ensuring the quality and comfort required by the lodging industry.Furthermore, it meets a variety of eating, entertainment, and lodging serviceneeds that are appropriate for the objective of the trip

In Vietnam, according to the Circular No.01/202/TT-TCL dated April 27,

2001, of the General Department of Tourism guiding the application of theGovernment’s Decree No.39/2000/ND-CP on tourist accommodationestablishments considers: “Hotel is an architectural building which isindependently built with the scale of 10 bedrooms or more, ensuring thequality of facilities, equipment and necessary services for tourists”

2.1.2 Classifications of hotel [2]

It is difficult to have any single basis of classification of hotels because of

the diversity in services and facilities that provided by each hotel If weclassify them in different criteria there will be some hotels that will besuitable for more than one group The criteria in which hotels are classifiedare following as:

 Classification of Hotels on the Basis of Location:

 City Hotel (Public Hotel): hotels are built in the center of big city ordensely populated urban center to serve guests for public purposes, familyvisits, shopping, or cultural tours In Vietnam, high-ranking city hotels areconcentrated in large cities (Danang, Hanoi, Ho Chi Minh, etc.)

 Resort Hotel: this type is a built-in resort based on natural resources such

as beach or mountain hotels Guests come here mainly for relaxation Fewvisitors are studying the ecological environment Resort hotels are oftensubject to climate conditions, thus those work seasonally In Vietnam,resort hotels are constructed on the big beaches in Danang, Nha Trang,etc

 Suburban Hotel: it is built on the outskirts of the city or urban center Themain guest market of this hotel is the medium or low-pay guests

 Highway Hotel: it is built along the national highways to serve guests whotravel on national highways and use vehicles or motor

 Airport Hotel: hotel is near major international airports Guests of thistype of hotel are passengers of airlines stopping at international airportsdue to compulsory schedules or unexpected reasons

 Classification of Hotels on the Basis of Level of Services:

 World Class Luxuries Hotel: this is the highest ranking of hotel,corresponding to a 5-star hotel in Vietnam A large-scale hotel is equippedwith luxury facilities This type of hotel offers the top level of additional

entertainment services, beauty services, etc The products also are sold atthe highest price in the marketplace

 Full Services Hotel: hotel selling products with the second highest price inthe market, corresponding to 4-star hotels in Vietnam The hotel market ofthese hotels has high solvency In addition, the hotel offers full service,parking, restaurants, room services, and the number of outdoor addedservices are limited

 Limited services Hotel: this type is medium-sized and corresponds to athree-star hotel in Vietnam The hotel products sell at the average price inthe market These hotels offer limited number of services

 Economy Hotel: a small hotel with a low rank (from one to two stars).Price of products is also low (below the medium price) in the market.These hotels do not necessarily need to have catering services, but theremust be some simple additional services such as laundry service,information service, free Wi-Fi, etc

 Classification on the price of accommodation products:

 Luxury Hotel: the hotel has the highest selling price The market price ofproducts is 85 or higher on the measure

 Upscale Hotel: the hotel sells products to the market at a relatively highprice, in the range of 70-85 on the measure

 Mid- price Hotel: the hotel sells products to the market at a medium price,

in the range of 40-70 on the measure

 Economy Hotel: the hotel sells products to the market at reasonably lowprices, in the range of 20-40 on the measure

 Budget Hotel: the hotel has the lowest selling price Price ranges from 20

or less on the measure

 According to the scale hotel: based on the number of the chamberaccording to the design of the hotel that the hotel is divided into thefollowing types:

 Large-scale Hotel: the hotel has five stars rank (as a rule must have a largescale), corresponding to the number of rooms being 200 or over

 Medium-scale Hotel: some hotels have several rooms from 50 to 200

 Small-scale Hotel: the hotel has several rooms that are located in thelower limit of the ranking according to the criteria

 Classification on the Basis of Ownership:

 Private Hotel: the hotel is invested by an individual or limited liabilitycompany The owner manages and operates the hotel business They arealso responsible for the final business results of the hotel

 State Hotel: the initial capital hotel is owned by the state and run by anorganization or a state-owned company that manages and operates thehotel business That organization is also responsible for the final businessresults of the hotel

 Joint Venture Hotel: the hotel is invested by more than one investor tobuild and purchase equipment In terms of management, there may be two

or more partners involved in managing and operating the hotel

 Classification of Hotels on the Basis of Clients:

 Business or Commercial Hotel: Designed to cater to the business traveler,commercial hotels are generally situated in the city center These hotelsprovide high standard rooms with high-speed internet connectivity,business centers, and conference halls

 Transient Hotel: Transient hotels cater to people who are on the move andneed a stop during their journey Located in the close proximity of ports

of entry, such as seaport, airport, and major railway stations, these hotelsare normally patronized by the transient traveler.

 Suite Hotel: Suite Hotels provide the highest level of personalizedservices to guests The guest rooms generally comprise a living area, asmall kitchen with refrigerator and a microwave, a bedroom attached withbathroom These hotels are patronized by affluent people and tourists whoare fond of luxury

 Residential Hotel: Residential hotels provide accommodation for a longduration These hotels are generally patronized by people who are on atemporary official deputation to a city where they do not have their ownresidential accommodation Guests stay from one month to two years

 Bed and Breakfast Hotel: A European concept, bed, and breakfast (B&B)hotels are lodging establishments, generally operated in large familyresidences These range from houses with few rooms converted intoovernight facilities to small commercial building with twenty to thirtyguest rooms

 Conference Centers: A conference center is a hotel that caters to the needs

of a conference delegation and having more than 400 guest rooms withthe highest standard

 Convention Hotels: Hotels with more than 2,000 rooms to accommodate alarge number of delegates They are equipped with state-of-art conventioncenters with all the necessary facilities, such as seating configuration,audiovisual equipment, and public address systems to meet the demands

are generally served and eaten on the premises, but many restaurants alsooffer take-out and food delivery services Restaurants can greatly vary inappearance and the type of cuisines they offer [3]

- The term restaurant can be applied to inexpensive, fast-food centers toexpensive luxury establishments Restaurants can be also established insideanother business place like a hotel or a shopping mall as well Somerestaurants offer all major meals: breakfast, lunch, and dinner Otherrestaurants may only serve a single meal or two meals A restaurant can bealso classified into different categories based on menu style, preparationmethods, and price [3]

- An operating restaurant needs the coordination of many departments,from the operation department, management, chef, and service staff, inwhich each position has different job duties, depending on the respectiveprofessional qualifications of that person

2.2.2 Classification of restaurant [5]

 Classification of restaurants by type of food (by menu, dishes served)

This is the most common restaurant classification These restaurants areclassified based on the dishes served by the restaurant Include:

French restaurant - serves French dishes, serves European style

Italian restaurant - serves Italian dishes

Chinese Restaurant - serves Chinese dishes

Asian restaurant - serving dishes of Asian countries

European restaurant - serves European food

 Classification of restaurants by scale [5]

Fast casual:Fast casual is an emerging restaurant trend in recent years This is

a more upscale restaurant model than the fast-food chain These restaurantshave menu with dishes made with high quality ingredients The restaurant has

an open kitchen design, allowing customers to observe the processing andcooking process.

Family style: Family style dining often serves dishes at affordable prices Therestaurant can choose any culinary style such as Vietnamese, Chinese orAmerican Customers who dine at the family restaurant are usually served atthe table most meals are as simple as eating at house at a reasonable price.The main criterion of the family restaurant model is unobtrusive andeconomical

Restaurant Chain: A restaurant chain is a set of related restaurants, typicallywith the same name in many different locations either corporate ownership orfranchising agreements Typically, the restaurants within a chain are built to astandard format and offer standard menu

Fine dining: Fine Dining restaurant business model is a form of aristocratichigh-class cuisine This model is often geared towards a classy culinaryexperience with quality dishes Fine Dining is often lavishly decorated, with aprofessional service staff in order to bring absolute satisfaction to customers.Therefore, the prices at restaurants are usually quite high

Food truck: a preferred food trend across the country is mobile food truckrestaurants the advantages of food trucks include low cost, making it oneamong the better ways to open a replacement restaurant Other advantages of

a food truck business include its mobility- it can move to where thepurchasers are It also requires far less staff

A coffeehouse, coffee shop some of the characteristics of a bar and some ofthe characteristics of a restaurant Other food may range from baked items tosoups and sandwiches, other casual meals, light desserts and drinks

 Classification of restaurants by forms of service [5]

Set menu service: Set menu service is a type of restaurant that specializes inserving pre-ordered meals, from a fixed set menu, with a limit on the number

of dishes / set to the price The target audience of this restaurant type is groupguests or family.

A la carte: A la carte a restaurant with a very diverse and abundant menu ofdishes and drinks, listed entirely to help customers easily choose dishesaccording to their preferences and payment ability This is a type of restaurantthat serves many different objects with many retail dishes, diverse menus, thenumber of dishes and suitable prices These restaurants sometimes also sellset menus with multiple fixed dishes as a form of saving combo for guests.Buffet: Buffet restaurant diners will have to serve themselves by taking thefood available on the restaurant's shelves, choosing their favorite dishes withhot, cold dishes and drinks Self-service restaurant with the style of freedom,comfort and pricing that will be fixed for all guests Dishes are available onthe shelves of for customers to choose

Café or Bistro: Customers order their food from a counter and servethemselves A restaurant menu traditionally offers things like coffee, pastries,and sandwiches Cafes originated in Europe and are strongly related toFrance The cafes and bistro often bring an intimate, cozy, comfortableatmosphere with outdoor seating [5]

Fast food: Fast food is that the most familiar restaurant to most of the people.Chains like McDonald's, KFC service attracted customers for its speed,convenience, and cheap prices A fast-food restaurant is a restaurantcharacterized by food which is supplied quickly after ordering Foodpurchased may eaten on site or taken away [5]

Banquet hall: This is a restaurant model that specializes in receiving partyorder on request such as weddings, gala dinner, conferences, The restaurantserving party also has other services such as stage preparation, decoration.This is usually full of amenities, spacious space [5]

2.2.3.1 Concepts of the restaurant business in the hotel

A restaurant is a sort of business that offers food and beverage items to

make money, serve various clients, and meet the demands of various types

of customers

The restaurant is a business that provides food, rest, and entertainment totourists and those who can afford it, with a variety of activities andfunctions that are available practically 24 hours a day, seven days a week

In terms of functionality, the restaurant not only provides eating with allmeals for customers, but it also accommodates their requests In addition,the restaurant serves as a location for customers to rest and be entertained

as they dine and drink [4]

The restaurant also offers a wide range of service options The restaurantcan serve guests according to the restaurant's menu, including providingfood and drink for guests to choose or serve themselves; the restaurantbusiness in a hotel includes activities such as processing and providingfood and drinks to customers, as well as providing other services to meetthe needs of food and entertainment The goal is to make money and growyour business [4]

2.2.3.2 Characteristics of restaurant business [6]

 Good service – whether or not you serve great food, a restaurant won’tlast long if those that serve them aren’t friendly or courteous.Sometimes, if a restaurant has good service but mediocre food they'lleasily bank on building relationships with customers

 Reasonable prices – a restaurant should price food If your food isoverpriced for its taste, customers will certainly lose interest the worth

is a very important consideration when people are dining out and ittakes under consideration different characteristics of the restaurant

People procure the general experience and not just the food which iswhy some restaurants charge rather more than others Restaurantcustomers expect the costs to reflect the sort of food, level of serviceand also the overall atmosphere of the restaurant People won'tcomplain after they feel that they're getting value for his or her moneyand a reputable establishment will always strive to line a balancedprice Prices that appear unreasonable will upset customers,discouraging repeat business while unreasonably low prices tend toboost suspicion about the food and repair quality

 Cleanliness – every restaurant should bank on their cleanliness it'simportant that a restaurant should be clean, because this will affect thehealth of their employees and customers A clean restaurant aboutservice and area will make an honest impression on customers.Creating an honest impression is extremely important and a clean spacewill encourage people to take a seat and anticipate a good meal Allareas must be kept clean and this includes the front and back of therestaurant, restrooms and employee areas

 Uniqueness – because there are such a lot of restaurants nowadays, it ishard to square out amongst them the sole way you'll be able to beremembered by your customers is by giving them some uniqueness inyour restaurant you wish to offer your customers something they'regoing to remember

 Aesthetics – a decent restaurant should be considerate of how the placelooks Every eatery business needs to be interesting and cozy theymust be location good, designed well, look pretty with good tables andseats, comfortable lights and good entertainment if needed

 Branding – so as for a restaurant to stay sustainable for extendedperiods, they have to start out building their brand they will start with a

decent logo they'll use custom beverage napkins or plates that areprinted with their logos The more people will remember their logo, themore they'll associate your restaurant with good food or everythingthey remember after they ate at your restaurant.

 Diversity menu – customers are more likely to return to a restaurantbecause they need a diversity menu where they will choose differingkinds of food If the menu is barely limited and therefore the customerfinds that they can eat anything there, they’ll don't have any choice but

to seek out a distinct restaurant

 High quality food – no restaurant can survive without prime qualityfood this can be the most effective thanks to attract more customers toyour restaurant Always taste-test your food in order that you recognizehow it tastes If you serve food that will not be delicious for yourcustomers, you’ll losing them Good serving quality and engaging foodwill earn a restaurant an honest reputation, causing customers to formreturn visits a decent restaurant will have a highly experienced chef,who prepares meals using the most effective, prime quality

 On time delivery of food – nobody likes to attend hours only for theirfood If a restaurant can deliver food on time, they’ll be able to impresstheir customers

2.2.3.3 The roles of the restaurant business in the hotel:

- The restaurant is an essential aspect of the hotel; without it, the hotel would struggle to function fully and successfully Customers at the hotel have diningand entertainment demands, which are met by the restaurant

- Worker jobs should be created In addition, the restaurant establishes a distinct brand for the hotel, appealing to and meeting tourists' culinary needs Restaurants are also key revenue generators for hotels, contributing to total restaurant revenue

- The hotel's restaurant's primary function is to sell food and beverages and to cater to the eating needs of hotel guests This is a vital activity in the hotel industry, ensuring that guests' demands are met to the fullest extent possible and the urgent needs of today's tourists.

2.2.4 Food and Beverage service in hotel business

2.2.4.1 Definition of Food and Beverage service

- Food and Beverage Services can be broadly defined as the process ofpreparing, presenting and serving of food and beverages to the customers.F&B Services can be of the following two types:

+ On Premise − Food is delivered where it is prepared The customer visitsthe premise to avail the food service The premises are kept well-equippedand well-finished to attract customers to avail F&B service

+ Off Premise or Outdoor Catering − This kind of service includes partialcooking, preparation, and service at customer’s premises It is provided awayfrom the F&B Services provider’s base on the occasion of major events whichcall for a large number of customers

- F & B (Food and Beverage Service) is a food and a drink in therestaurant This is the Department which offers food and drinks for theguests of the hotel

2.2.4.2 The importance of Food and Beverage service

Food and beverage services sector contributes a great deal to the profits inhospitality industry With the increase in importance of business meetings, arange of personal and social events, a large number of customers visit cateringestablishments frequently The food and beverage professionals tirelesslywork to intensify customers’ experience through their service

2.2.4.3 Types of Food and Beverage service

There are five main types of Food and Beverage service

- Table service

- Assisted service

- Self service

- Service at a single point

- Specialized service or service

2.2.4.4 Aims of Food and Beverage service

Most Food and Beverage operations aim to provide:

 To provide high quality food and beverages

 To provide friendly atmosphere and a clean and safe environment

 To provide professional, hygienic, and attentive service

 To impart value for money

 Comfortable and well design facilities

2.2.4.5 Activities of Food and Beverage service

- Restaurants and mobile food service activities

- Short term accommodation activities

- Beverage serving activities

- Event catering and other food service activities

- Depending on each period of time and objects, Food and Beverageservice can be changed in suitable time

2.2.4.6 Function of Food and Beverage service

The basic function of this industry is to serve food and drink to people,

to satisfy their various types of needs The main aim is to achieve customersatisfaction. [7]

2.2.4.7 Job description

 Presents menu, answers question and makes suggestions regardingfood and specialties

 Prepares food items according to menu specifications

 Serves all guests according to established standards of quality

 Promotes positive customer relations by providing prompt,courteous and efficient service

 Ladle soup, brews coffee, and performs other services necessary forday to day operations.

 Clears and resets tables at conclusion of each course

 Cleans and maintains all dishes, glasses/mugs, cutlery and cookingequipment for the Restaurant, Lounge and Banquet

 Observes guests to respond to any additional requests and todetermine when meal has been completed

 Accepts payment from guests

 Performs other duties as deemed necessary

CHAPTER 3: CASE DESCRIPTION

3.1 Novotel Danang Premier Han River Overview

3.1.1 General information

Add : 36 Bach Dang Street, Hai Chau District,

Da Nang City, Vietnam.

Tel : +84 (0) 236 3929 999 Fax : +84 (0) 906 429 302 Email : novotel-danang-premier.com

Picture 1: Overview outside of Novotel Danang Premier Han River

With a 5-star luxury hotel located in Da Nang City Centre and uniquelylocated in downtown Danang, on the beautifully-designed West Bank of theHan River, the Novotel has taken its place as a leading hotel venue for bothbusiness and leisure travelers Our hotel is Danang’s first upscaleinternationally-managed hotel with serviced apartments, with the highest andhippest panoramic bar in the city alongside world-class facilities andrestaurants [7]

On top of that, the hotel is also located next to the Da Nang CityAdministration Center and Han Market, Novotel Danang Premier Han Riverprovides a nightclub, a roundtrip airport shuttle, and a poolside bar Treatyourself to a body wrap, a body scrub, or aromatherapy at In Balance, theonsite spa Enjoy fusion cuisine, a poolside location, and al fresco dining atthe two onsite restaurants Yoga classes are offered at the 24-hour gym; theproperty also has a terrace, shopping on site, and 3 coffee shops/cafes Freein-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 premiumbedding, in addition to perks like laptop-friendly workspaces and airconditioning [7]

More amenities include:

 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, and refrigerators

The staff at Novotel Danang Premier Han River are always ready to servetourists with a friendly and professional spirit Whenever a tourist encounters

a problem or needs help, the hotel’s staff will be there immediately andprovide assistance as quickly and effectively as possible

3.1.2 The Organizational Structure of Novotel Danang Premier Han River

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

Chart 3.1: The Organizational Structure of Novotel Danang Premier Han River

 General Manager

Managing and operating business activities, setting policies andstrategies of the hotel Responsible for the entire operation results of the hotel,coordinate the work of the department

 Deputy General Director

Support, make decisions when the General Director is absent in charge

of matters issues of policy, welfare, decisions on reward and punishment,handling of emergency situations level responsible to the director for his orher duties

General Accountant

Manager Manager

Manager Manager

Staff Staff

Staff Staff

Reception

Bellman Concierge

Reservation

 Managing director

Responsible for operating; ensure the parts work synchronously;maximum maximize revenue and profit, create a positive and effectiveworking environment; guaranteed customers are satisfied with the service;compliance with quality and standards set forth

 Assistant to the CEO

Assist the Director in supervising and performing assigned tasks such as:check documents, reports, vouchers, from other departments before submitted

to the Director for approval

 Finance and Accounting Department

Collect money, calculate the amounts that customers pay for the hotel,take notes financial transactions between the hotel and its partners, customersand employer in the hotel Monitor, process, and keep balance in all financialactivities

 Sales - Marketing Department

Collect money, calculate the amounts that customers pay for the hotel,take notes financial transactions between the hotel and its partners, customersand employees in the hotel Monitor, process, keep balance in all financialactivities

 Human Resources Department

Responsible for forecasting, building, recruiting, maintaining, trainingdevelop human resources in order to create enough qualified labor force.Responsible for labor-related tasks such as monitoring job performance jobs,transfer labor, calculate salary for employees

 IT Department

Check the hotel's IT infrastructure, LAN system, system WiFi network internet, magnetic lock system, television, application server, internal

-switchboard Support and operate professional software for employees of thefollowing departments: Smile FO, POS, HRM, BO

 Engineering Department

Installing systems and monitoring the operation of electricity - watersystems, equipment according to the design of the hotel Capture informationand implement procedures for handling emergency situations

 Security Department

Ensure safety, property for the hotel and guests, responsible for safetysecurity in the hotel by the following specific tasks: observing and preventingacts of vi may cause harm to people and property; patrolling, standing guard

in assigned areas

 Front Office Department

Receive, receive and transfer customer information to relevantdepartments about customer request resolution issues; guide guests throughregistration procedures room and check out for guests, charge if customersuse other products in the hotel

 F&B Department

Organizing food and beverage business, serving and providing food tocustomers and staff at the hotel and responding for receiving pay the costsduring the use of the service F&B

Some additional departments and services:

 Spa Department

Providing services (therapy, massage), ensuring service and facilitystandards Quality is always met promote product sales within Spa Coordinatewith the ceremony reception and appointment desk

 Entertainment Department

Design the program according to the needs of the customer Organize theprogram in holidays and anniversaries to increase solidarity betweendepartments and all employees in the hotel

Prepare rooms, ensure that they are always ready to receive guests,closely and consistently coordinate with the front desk in providingaccommodation services for guests, and bear responsible for the rest and stay

of guests at the hotel

 Warehouse - purchasing Department

Ensure materials and services are purchased from suppliers according toagreed terms Track order status, be ready for shortage issues or backlog ofgoods, contact the relevant departments directly

3.1.3 Functions and tasks of Novotel Danang Premier Han River

 Functions:

The hotel's primary function is to provide lodging services In addition, toproperly serve its main role, it also provides other services such as cateringand extra services (Spa, Internet Connection, Bar, Conference )Accommodation services are provided All of these services are designed tomeet the needs of both domestic and foreign visitors come to Danang whostay at the Novotel Danang Premier Han River

 Tasks:

- The hotel's major goal is to provide lodging, food, and other servicesthat adequately suit the demands of visitors while they are stayingthere In addition, the hotel must do additional responsibilities such as: + Comply with all regulations established by the GeneralDepartment of Tourism and the local Department of Tourism

+ Comply with all tax laws and regulations set forth by thegovernment.

+ Improve service quality and company efficiency by effectivelyutilizing and managing existing physical and technological facilities,investment capital, and human resources

+ Effectively implement fire prevention and suppression measures toprotect the safety of both property and tourists while they are stayinghere

+ It is important to ensure the staff's safety

3.1.4 Room Classification of Novotel Danang Premier Han River

 Novotel Danang Premier Han River has divided rooms into Hotelsand Apartments and the total is 431 rooms

Modern, spacious and comfortable rooms have been designed toaccommodate guest’s wishes, regardless of the reason for guest’s staying, sothat the guests can relax (balcony in most rooms, sofa, 32” LCD screen TVand Mini-bar) or work (Wi-Fi connection, working desk, connectivity panel)

 Hotel contains 4 kinds of room:

1 Superior – 215 rooms

- Stylish room designed to fit the relaxing lifestyle

- Total room size: 28m2 (with or without sundeck balcony/terrace)

- Featuring:

 Comfortable King or Twin beds

 Spacious bathroom with separate shower

 Full mini-bar, Coffee and tea making facility

 Shoeshine, sewing kit, Hairdryer

 32” LCD TV, Cable TV

 Free Dual WIFI/ Cable high speed internet access

 Free in-room telephone, Connectivity panel

 Located from L17 to L27

2 Deluxe – 32 rooms

- Designed to please both business and leisure travelers

- Total room size: 28m2 – 39 m2 (without sundeck balcony or terrace)

- Featuring:

 Comfortable King or Twin beds

 Spacious bathroom with separate shower

 Full mini-bar, Coffee and tea making facility

 Shoeshine, sewing kit, Hairdryer

 32” LCD TV, Cable TV

 Free Dual WIFI/ Cable high speed internet access

 Free in-room telephone, Connectivity panel

 Located from L17 to L27

3 Premier Executive Room – 55 rooms

- Executive room guests (King or Twin beds) have privileged access to

the Premier Executive Lounge

- Featuring:

 Breakfast included

 Free local calls, a full range of amenities

 Expresso Coffee machine, docking station (such as I-Home8model)

 Shoeshine, sewing kit, Hairdryer

 Located from L28 to L30.

4 Suite – 18 rooms

Total room size: 57m2

The Suites include separate lounge area offering breathtaking views onthe city and Danang Bridges, Sundeck balcony in all suites

Featuring:

Access to Premier Executive Lounge

Breakfast included, a full range of amenities

Free Dual WIFI/ Cable high speed internet access

Free local calls, Connectivity panel

Expresso Coffee machine

 Shoeshine, sewing kit, Hairdryer

 32” LCD TV, Cable TV

 Free in-room bottled of water, complimentary local newspaper

 Suites are located from L27 to L30 and Corner Suites are fromL17 to L30

5 President Suit – 1 room

- From its location on the 31rd floor, our sumptuous Presidential Suite

presents a breathtaking panoramic view of Han River and the glitteringDanang skyline

- Absolute security, class amenities, optimal service” are the privileges

that we have and are committed to you in the Presidential Room

- 3 bedrooms, 3 bathrooms, 1 kitchen with full of modern facilities

 Hotel policies:

+ Check-in time: From 14:00

+ Check- out date: Before 12:00 Late check-out until 18:00 will be charged 50% of room rate