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
LUO NG SON BA – GRA DUA TIO N PAP ER IN ENG LIS H LIN GUI STI CS 2023 DUY TAN UNIVERSITY 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 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 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 Graduation Paper i Supervisor: Nguyen Thi Hang, M.A ACKNOWLEDGEMENTS The topic “An investigation into the real situation and some solutions for enhancing the Food and Beverage Department of the Square Restaurant at Novotel Danang” become a reality with all kind and devoted help and assistance of many individuals I would like to express my sincere thanks to all of them First of all, I would like to pay my profound gratitude to all the teachers of the Faculty of English - Duy Tan University for guiding me with their endless enthusiasm Especially, my supervisor, Ms Nguyen Thi Hang for her enthusiasm, 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 obtain valuable knowledge and experience Finally, my family and friends are also a significant inspiration for me, so with 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 Luong Son Ba Code: 25213204266 Graduation Paper ii Supervisor: Nguyen Thi Hang, M.A STATEMENT OF AUTHOR SHIP I declare that, to the best of my knowledge, this paper contains no previously published content It does not use any material previously submitted 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 work has been utilized This graduation thesis has not been submitted to any other tertiary institution for the award of a degree or diploma Da Nang, May 2023 Student Luong Son Ba Luong Son Ba Code: 25213204266 Graduation Paper iii Supervisor: Nguyen Thi Hang, M.A ABSTRACT In my graduation paper, we would like to examine the service quality into the Food of Beverage Service Department of the Square Restaurant at Novotel Da Nang and suggest solutions to improve it This case study is based on theoretical background and factual data To get the results, we have collected all the main relevant information about many 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 survey tables and diagrams On the basis of this information, we will give some characteristics of the hotel's staff, services, organizational structures and sources of tourists, thereby making some recommendations to improve service quality of the hotel I am confident that my suggestions will aid the hotel in exceeding client expectations and contribute to the growth of the Da Nang hospitality industry as a result of the survey about the issues Luong Son Ba Code: 25213204266 iv Graduation Paper Supervisor: Nguyen Thi Hang, M.A 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 Premier Han 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 Novotel Danang Premier Han River Table 4.6 Result of customers’ evaluation about the Promotion Program of the Square at Novotel Danang Premier Han River Luong Son Ba Code: 25213204266 Graduation Paper v Supervisor: Nguyen Thi Hang, M.A LIST OF PICTURES Picture 1: Overview outside of Novotel Danang Premier Han River Picture 2: The Square Restaurant Luong Son Ba Code: 25213204266 vi Graduation Paper Supervisor: Nguyen Thi Hang, M.A 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 Novotel Danang Premier Han River Chart 4.7 Result of customers’ evaluation about the Promotion Program of the Square at Novotel Danang Premier Han River Luong Son Ba Code: 25213204266 vii Graduation Paper Supervisor: Nguyen Thi Hang, M.A LIST OF ABBREVIATIONS F&B: Food and Beverage Q: Quantity IT: Information Technology %: Percentage BC: before Christ Luong Son Ba Code: 25213204266 Graduation Paper M.A viii Supervisor: Nguyen Thi Hang, 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 Rationale 1.2 Aims and Objectives .1 1.3 Scope of the Study 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Hotel .4 2.1.1 Hotel definition .4 2.1.2 Classifications of hotel 2.2 Overview of restaurant 2.2.1 Definition of restaurant 2.2.2 Classification of restaurant 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 Luong Son Ba Code: 25213204266