This graduation thesis focuses on the actual situation of the Citadines Pearl Hoi An hotel. In my article, I give some statistics about the number of guests as well as the business situation of Citadines pearl Hoi An hotel for you to see more clearly. Through discussing the above issues, I will offer some solutions to improve the quality of the Food and Beverage department at Citadines Pearl Hoi An hotel.
MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH DUY TAN UNIVERSITY GRADUATION THESIS HA THI YEN AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE AT CITADINES PEARL HOI AN GRADUATION THESIS IN ENGLISH LINGUISTICS DA NANG – MAY 2023 MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH DUY TAN UNIVERSITY GRADUATION THESIS AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE AT CITADINES PEARL HOI AN Major: English for Tourism SUPERVISOR : NGUYEN THI KIM MAN, M.A STUDENT : HA THI YEN CLASS : K25NAD2 STUDENT CODE: 25203205718 DA NANG - MAY 2023 Graduation Thesis i Supervisor: Nguyen Thi Kim Man, M.A ACKNOWLEDGMENT This graduation thesis could not have been completed without the help, guidance and encouragement of my dear teachers, friends and family First of all, I would like to sincerely thank the teachers of the English Department for the past four years, who have taught me many valuable lessons and specialized knowledge under the roof of Duy Tan University, especially the necessary skills necessary for me to successfully complete this graduate paper Secondly, I will not forget to express my gratitude to my instructor, Ms Nguyen Thi Kim Man for guiding, providing necessary information as well as useful advice during the whole time that I graduation project Thirdly, I would like to thank the Board of Directors of Citadines Pearl Hoi An Hotel and all colleagues in the hotel for creating favorable conditions for me to complete this graduation thesis Finally, I would like to thank my family and friends for their care and emotional support during my four years of college and during the research I wish all of you good health and great success! Yours sincerely! HA THI YEN Student: Ha Thi Yen Code: 25203205718 Graduation Thesis ii Supervisor: Nguyen Thi Kim Man, 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 any degree or diploma in any other tertiary institution Danang, May 2023 HA THI YEN Student: Ha Thi Yen Code: 25203205718 Graduation Thesis iii Supervisor: Nguyen Thi Kim Man, M.A ABTRACT This graduation thesis focuses on the actual situation of the Citadines Pearl Hoi An hotel In my article, I give some statistics about the number of guests as well as the business situation of Citadines pearl Hoi An hotel for you to see more clearly Through discussing the above issues, I will offer some solutions to improve the quality of the Food and Beverage department at Citadines Pearl Hoi An hotel Student: Ha Thi Yen Code: 25203205718 Graduation Thesis iv Supervisor: Nguyen Thi Kim Man, M.A LIST OF ABBERVIRATION F&B: Food and Beverage ∆ : The increase and decrease in the number of visitors between the two years Student: Ha Thi Yen Code: 25203205718 Graduation Thesis v Supervisor: Nguyen Thi Kim Man, M.A LIST OF TABLES LIST OF FIGURES Student: Ha Thi Yen Code: 25203205718 Graduation Thesis vi Supervisor: Nguyen Thi Kim Man, M.A TABLE OF CONTENTS ACKNOWLEDGMENT i STATEMENT OF AUTHORSHIP .ii ABTRACT iii LIST OF ABBERVIRATION .iv LIST OF TABLES v LIST OF FIGURES .vi TABLE OF CONTENTS vii CHAPTER 1: INTRODUCTION 1.1 Rationale 1.2 Aims and objectives 1.3 Scope of the study 1.4 Methodology of the study 1.5 Organization of the study CHAPTER 2: THEORETICAL BACKGROUND 2.1 Resort 2.1.1 Concept of resort 2.1.2 Classification of resort 2.1.3 Characteristics of resort business: 2.2 Food and beverage department .6 2.2.1 Concept of food and beverage 2.2.2 The role of the F&B department 2.2.3 Parts in F&B 2.2.4 Job positions in the F&B department .8 2.2.5 Requirements for F&B staff: Student: Ha Thi Yen Code: 25203205718 Graduation Thesis vii Supervisor: Nguyen Thi Kim Man, M.A 2.2.6 Restaurant service process: 11 CHAPTER 3: CASE DESCRIPTION .12 3.1 Citadines Pearl Hoi An 12 3.1.1 General introduction of Citadines Pearl Hoi An 12 3.1.2 History of Citadines Pearl Hoi An 13 3.1.3 Functions and Task of Citadines Pearl Hoi An 14 3.1.4 Citadines Pearl Hoi An Resort’ operation system 14 3.1.4.1 Organizational Structure of Citadines Pearl Hoi An 14 3.1.4.2 Functions and task each department at Citadines Pearl Hoi An 15 3.1.5 Facilities of Citadines Pearl Hoi An .16 3.1.5.1 The system of technical facility in accommodation service .16 3.1.5.2 The system of catering facilities .18 3.1.5.3 The system of extra services at Citadines Pearl Hoi An 21 3.2 Workforce status of Citadines Pearl Hoi An 25 3.3 F&B Department Citadines Pearl Hoi An 26 3.3.1 Introduction of F&B Department at Citadines Pearl Hoi An .26 3.3.2 Organizational Structure of Citadines Pearl Hoi An F&B Department 27 3.3.3 Workforce of Citadines Pearl Hoi An F&B department 28 3.3.4 Labour structure at F&B Department of Citadines Pearl Hoi An 29 CHAPTER 4: ANALYSIS AND EVALUATION 31 4.1 The analysis of the number of guests and the business result of F&B department during 2020-2022 31 4.1.1 Number of guests of F&B department 31 4.1.2 The business result of F&B department at Citadines Pearl Hoi An in 2020-2022 period 33 4.2 Evaluation about the service quality of the F&B Department at .34 Student: Ha Thi Yen Code: 25203205718 Graduation Thesis viii Supervisor: Nguyen Thi Kim Man, M.A Citadines Pearl Hoi An 34 4.2.1 Evaluation about the material facilities of F&B Department .34 4.2.2 Evaluation about the staff of F&B Department 36 4.2.2.1 Staff’s serving attitude at F&B Department 36 4.2.2.2 Foreign language proficiency 38 4.2.2.3 Uniform of staff at F&B department 40 4.2.2.4 Problem-solving skills .42 4.2.3 Evaluation about the quality of food and beverage 43 4.3 General evaluation about the service quality of F&B Department at Citadines Pearl Hoi An 45 4.3.1 Strengths .45 4.3.2 Weaknesses 47 CHAPTER 5: DIFFICULTIES AND SOLUTIONS 48 5.1 Difficulties .48 5.2 Solutions 49 5.2.1 Facilities F&B Service 49 5.2.2 F&B Department staff 50 5.2.3 Human resort management 50 CHAPTER 6: CONCLUSION AND SUGGESTIONS 52 6.1 Conclusion 52 6.2 Suggestions .52 6.2.1 For Citadines Pearl Hoi An 52 6.2.2 For F&B department 53 REFERENCES APPENDIX QUESTIONAIRE SUPERVISIOR’S COMMENTS Student: Ha Thi Yen Code: 25203205718