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.
INTRODUCTION
Rationale
Along with the development of society, people's needs in life also increase Now, when choosing a hotel to stay, besides the quality of rooms, location, security customers are very interested in other services that F&B is one of the services that are always interested and demanded high.
F&B is a type of food and drink specializing in serving diners. According to statistics from many hotels, it can be said that F&B is the second highest revenue generating department after room service and contributes to the creation of the hotel's brand Good F&B quality will be an attractive attraction for the hotel to collect many lucrative contracts for organizing weddings, events, conferences And accordingly, it will increase brand recognition and attract customers to use other services.
F&B is so important, but to improve the quality of F&B services is a dilemma, requiring managers to do it in the best way Nowadays, customers' requirements for this service are increasing day by day Life is getting much busier than before, so many people have to work hard to make a living but forget to spend time with their families Sometimes when you want to organize a birthday party or family gathering, you don't have time to prepare.From this problem, we see why F&B is so important According to the law of market competition, any business that has a stagnant department without revenue will lead to the whole business being affected If there is no revenue,the business will go bankrupt and will be given to other businesses with stronger growth potential Therefore, businesses need to pay attention to sales and improve services to retain customers Thereby, properly assessing the situation and finding the best solution to improve F&B services is one of the dilemmas and attracts the attention of management and businesses.
Understanding that problem and following my research, I chose the topic: "An Investigation into the Real Situation and Solutions for Improving the Service Quality of Food and Beverage at Citadines Pearl Hoi An” for my graduation paper.
Aims and objectives
In this graduation thesis, I want to study the current status of the Food and Beverage department at Citadines Pearl Hoi An hotel From there, give some solutions to improve the performance of the F&B department here.
This research is intended to:
- Study the common problems of the operation of the F&B department, the general theoretical basis of service quality and the issue of improving service quality at the F&B department in the hotel.
- Evaluation of the business situation in service activities at F&B of Citadines Pearl Hoi An
- Offer some solutions to improve service quality.
Scope of the study
- Scope of the content: This study focuses on improving the service quality of the F&B department at Citadines Pearl Hoi An
- Scope of time: Statistics and relevant documents were used between
Methodology of the study
In this study, I used some methods to support my work:
- Method of Collection: The data is collected from official information sources at the hotel and the hotel website
- Method of Description: Detailed description of Food and Beverage service on three aspects: quality, quantity and serving
- Method of Analysis: From the collected data, I analyzed and assessed the current status of the F&B department at Citadines Pearl Hoi An.
Organization of the study
The main content of the thesis is divided into 6 specific chapters as follows:
Chapter 1: Introduction of the graduation thesis includes: Rationale, Aims and Objectives, Scope of the Study, Methodology of the Study, Organization of the study
Chapter 4: Analysis and evaluation the Service Quality of the Food and Beverage at Citadines Pearl Hoi An
Chapter 5: Difficulties and solutions to improving the Service Quality of the Food and Beverage at Citadines Pearl Hoi An
Chapter 6: Conclusion and some suggestions to improving the Service Quality of the Food and Beverage at Citadines Pearl Hoi An
THEORETICAL BACKGROUND
Resort
Resort is a resort and is also said to be a type of hotel but is designed according to the independent model of a unified complex including villas and luxury apartments The landscape around the resort needs to be in harmony with the building architecture: delicate and luxurious to ensure a quiet and relaxing resort space for visitors That is why resorts are often located far away from residential areas to bring a truly peaceful space to resort guests.
Currently, all resorts provide a full range of service facilities to serve customers, for example: motels, restaurants, swimming pools, garden space, amusement parks, or modern equipment system, In addition, the resorts will also be classified according to each level from 1 to 5 stars So, depending on the star rating of that resort, it will offer higher room rates and services than some resorts with lower star ratings.
From level 1 star to 5 stars
- Ravenala Boutique Resort: is a typical resort that grows small and has 10 to
- Grand Mega Resort: The resort is large size, large-scale trading of real estate, there are thousands of rooms including spa, golf courses and other recreational games.
- Spacing: The current resort business characteristics are all built near the beaches or hilly areas with extremely spacious spaces with a slight direction of harmony with nature Full range of services such as swimming pool, amusement park, gym meet the needs of tourists in a quiet space but still ensure the criteria of luxury , convenient.
- Unique architectural features: Currently, the design of the resorts is gradually changing and moving in the direction of isolated construction using many natural materials such as wood, bamboo, and giving visitors a feeling of sense of being in space The unique architecture of the resorts not only stops at the layout of the room system, but also shows in the interior decoration.
- Local features: Combined with local characteristics, it is easy to differentiate and characterize resort models This resort business always creates attraction for each resort.
- Catering mainly to customers with economic conditions: Unlike other types of resorts, the resort is a accommodation model aimed at tourists with economic conditions and willing to pay for high class services and facilities here The resort business fully meets all the needs of customers from A - Z.The resort price will be much higher than other types of hotels.
Food and beverage department
2.2.1 Concept of food and beverage
F&B stands for the English phrase "Food and Beverage Service", which means restaurant and beverage service In fact, we often encounter the F&B department in hotels and independent outside F&B units (restaurants, bars, cafes, etc.) However, with the parallel nature, in fact the term F&B is more often used in hotels In the hotel, F&B Service is the department responsible for meeting the dining needs of guests when they stay at the hotel In addition, the F&B department also provides accompanying services such as birthday parties, festivals, buffets for seminars, banquets at the request of guests, etc.
At large-scale hotels (usually from 3-4 stars or more), the F&B department is also responsible for food and beverage service for its employees However,F&B Service in hotels is not the same as F&B service at the units independent outside business In the hotel, F&B can be a luxurious restaurant on the hotel premises, a cafe open all night, or it can be just a lovely little bar by the pool with great cocktails, …
2.2.2 The role of the F&B department
- Boosting revenue: The development of society makes the service needs of customers also increase from there Nowadays, organizing luxurious parties in big hotels is too familiar to us Because this activity brings the hotel a huge source of income, developing F&B services in the right direction becomes an important business strategy, helping to significantly increase revenue.
- Satisfying customer's dietary needs: In order to receive high appreciation from customers, hotel owners pay special attention to the quality of F&B services Once the customer's entertainment and dining needs are met well, the hotel will receive good feedback, as well as customers will return to use the hotel's services in the future.
- Increasing brand awareness: It is inevitable that customers compare service quality between businesses Therefore, the best way to help businesses make a good impression on customers is to pay attention to the quality of F&B services Businesses with F&B services with reasonable prices, unique cuisine, space and good service quality will be able to conquer even the most demanding customers Having good service quality will help attract more customers and expand brand awareness.
- Effecting marketing tool: When the restaurant has unique dishes and drinks, it can easily attract the attention of the public With word of mouth from one person to another, businesses can market their services without cost, while the efficiency is very high Moreover, this also helps to increase brand value.
- Lobby bar: This is a place to provide drinks to customers and also a place for customers to relax, entertain and experience new things Currently, the bar is a fairly popular area, but the quality and service here can bring joy to customers and show the class of the hotel.
- Restaurant: The restaurant is a particularly important area in F&B. Here, customers will be served quality meals with the most professional service, day and night.
- Room service: Room service at the hotel needs to be met 24 hours a day In addition, this service also includes in-room dining.
- Banquet: This division brings in the largest revenue in the F&B service chain The responsibility of the banquet department is to organize parties, events, , at the request of the customer.
- Kitchen: This department is in charge of processing dishes so that customers are most satisfied while still creating their own unique features At the same time, they also have to research the dishes to make sure they are suitable for local tastes.
2.2.4 Job positions in the F&B department
- F&B department director: The F&B Director is the person responsible for managing and implementing the policies and regulations of the hotel, restaurant or place where they work to ensure smooth coordination between departments This position is often subject to great target pressure, including service quality and profit goals Specifically, the F&B director must be the one to update and recommend the list of dishes and drinks Then work with chefs and suppliers to come up with a pricing policy that ensures the best profit.
- Assistant Director: The Assistant Director will be the person to assist in the management and supervision of activities at the request of the Director.They must monitor the implementation of restaurant and hotel policies and the extent to which goals are being achieved.
- Restaurant manager: Restaurant manager is the person who performs the entire operation of the restaurant Including staff management, facilities management, responsible for operations and services At the same time, the restaurant manager is also the person who stands to solve problems or complaints from guests to ensure the stability of business operations and the health of employees.
- Reception Head Waiter: The leader of the table reservation staff will be the one to supervise the process of recording customer's reservation information Coordinate with other departments to meet the conditions required by customers The leader of the table reservation staff is usually a person who is agile and has good handling ability, they must know how to respond promptly when problems arise related to the number of guests, the number of tables, the menu and some other requirements… from customers.
- Head Waiter: The head waiter will be responsible for managing and instructing the service department on how to take care of customers In the process of customers using the service, they will be the ones to directly supervise the working process of the staff, ensure all services must be performed according to the standards, bring satisfaction to the guests when enjoying the services food service at the business location.
- Waiter / waitress: The job of the position of waiter and waitress is the reception department, meeting the requirements of guests during the use of the service This department is responsible for coordinating with the kitchen department to ensure that guests' food and drinks are always maintained in a continuous manner, avoiding interruptions.
- Bartender: The bartender is the person who prepares the drinks according to the customer's request They can work at the bar or drink counter of the restaurant, hotel or bar, pub system To do well in this position, in addition to knowledge of bartending, it also requires candidates to have agility and a certain "color" of personality.
CASE DESCRIPTION
Citadines Pearl Hoi An
3.1.1 General introduction of Citadines Pearl Hoi An
Address: An Bang Beach, Cam An Ward, Hoi An City, Quang Nam
Email: enquiry.hoian@the-ascott.com
(Citadines Pearl Hoi An reception lobby)
3.1.2 History of Citadines Pearl Hoi An
Headquartered in Singapore, The Ascott Limited is one of the world's largest chain of serviced apartment and hotel chains, with projects spanning over 170 cities in more than 30 nations Ascott Group currently manages famous brands Ascott, Citadines, Citadines Connect, which are the top accommodation choices for guests staying and working away from home. Citadines Pearl Hoi An is a five-star complex resort project with many different types of tourist apartments, designed and built synchronously from apartments to hotels with luxurious and modern style The project owns a central location when it is located on the Da Nang - Hoi An road, 35 minutes from Da Nang international airport and 10 minutes away from the ancient town of Hoi An Citadines Pearl Hoi An covers an area of 9 hectares with 364 hotel rooms, and 218 serviced apartments, which is like a "green pearl" of Hoi
An In addition to discovering the relics and local cultural features, visitors can also see and immerse themselves in the peaceful and clear sea of An Bang beach With a perfect resort space, when coming to Citadines Pearl Hoi An,guests can enjoy a self-contained chain of utility services from spa services, beauty and health care services with five-star standards, 4,000m2 swimming pool, and enjoy the quintessence of Asian-European cuisine from top chefs in the world.
3.1.3 Functions and Task of Citadines Pearl Hoi An
At the first days of its establishment, Citadines Pearl Hoi An has outlined its main operation of producing, providing services to fulfill the demand of leisure, dining, amusement ,… for all international and domestic tourists come to remain staying at the resort.
The task of Citadines Pearl Hoi An is providing the best facilities and services on the market that meet the needs of customers Moreover, Citadines Pearl Hoi An pays attention to build the best working environment for employees, to guarantee the profit for the resort Besides, building and managing the resort as the aim defined are also essential things It also gives staff a sense of purpose, policy and direction of the resort
3.1.4 Citadines Pearl Hoi An Resort’ operation system
3.1.4.1 Organizational Structure of Citadines Pearl Hoi An
Housekeeping Restaurant Human Resources Accounting
Technical Security IT Spa Sales and
Staff Staff Staff Staff Staff Staff Staff Staff Staff Staff
Figure 1 Organizational chart of Citadines Pearl Hoi An
3.1.4.2 Functions and task each department at Citadines Pearl Hoi An
- The Director and Vice Director
They manage and control every problem relating to company, finance, human resource, and every business activity of the resort They outline business program in the resort, supervise every part They directly choose staff; especially they contact government and suppliers They have to carry out of the requests of customers, for example, booking room or linking between customers and other services inside and outside of the resort
They regulate the rooms for the customers, complete procedure when the customers come and leave the resort They combine with other parts in the hotel about every service, such as food services, reside temporarily services, and another supplement services This is a place receiving indispensable information for business of the resort.
They are responsible for serving customers about sleep service during the time the customers stay at the resort They clean and care for bed room areas They check and prepare rooms Besides, they also have services, for example, they receive clothes to clean, iron clothes for the customers They link restaurant part to serve food demand of the customers They check mini bar and announce to the receptionists.
Their responsibility, for example, they serve food, drinks for customers. They link with receptionists and house-keeping to get information of food of customers The staff of the restaurant to serve customers when they need.
They run business activities of the resort, offer suitable policies, research the target market segment, and create advertising programs effectively.
This division has responsibility for making their products and services to satisfy the guest’s demands The staff must control the suitable price with the fluctuation of market and business plan of the resort.
They protect property of the hotel They guarantee safe during security, life, property for the customers in the time the customers stay at the resort. They guarantee safety for the customers; they bring luggage for the customers This part is supervised directly by resort’s manager.
They join assets and liabilities activities of the resort and every problem relating to finance of the resort Accountant has duties of synthesizing data which relates to business activities of the resort They announce for director about result which the company gain or doesn’t each quarter at the end of the year, and the quarter They prepare salary table about asset and liabilities account They check spenders of every part in the resort
3.1.5 Facilities of Citadines Pearl Hoi An
3.1.5.1 The system of technical facility in accommodation service
Citadines Pearl Hoi An covers an area of 9 hectares with 364 hotel rooms All rooms at The Pearl Hoi An are fully furnished with modern equipment, essential furniture to serve the daily needs of guests staying here such as ironing board, mini bar, working desk, air conditioning, flat screen
Citadines Pearl Hoi An has nineteen types of room: Superior Double, Superior Twin, Superior Ocean View, Superior Ocean View Twin, Deluxe Double, Deluxe Twin, Deluxe Ocean View, Deluxe Ocean View Twin, Deluxe Ocean View Family, Studio Deluxe, Room 1 – Bedroom Deluxe, Room 2 – Bedroom Deluxe, Premier Ocean View, Room 2 – Bedroom Excutive Suite, Room 2 – Bedroom Premier Suite, Room 3 – Bedroom Deluxe Suite, Room 3 – Bedroom Executive Suite, Room 3 – Bedroom Premier Suite, Room 2 – Bedroom Executive
- Superior Double: The room has an area of about 30m2, with a view of the city The room is equipped with a King bed for 2 adults
- Superior Twin: The room has an area of about 30m2, with a view of the city The room is equipped with 2 single beds for 2 adults
- Superior Ocean View: The room has an area of about 30m2, with a view of the sea The room is equipped with a King bed for 2 adults
-Superior Ocean View Twin: The room has an area of about 30m2, with a view of the sea The room is equipped with 2 single beds for 2 adults
- Deluxe Double; The room has an area of about 35m2, with a view of the city The room is equipped with a King bed for 2 adults
- Deluxe Twin: The room has an area of about 35m2, with a view of the city The room is equipped with 2 single beds for 2 adults
- Deluxe Ocean View: The room has an area of about 35m2, with a view of the sea The room is equipped with a King bed for 2 adults
- Deluxe Ocean View Twin: The room has an area of about 35m2, with a view of the sea The room is equipped with 2 single beds for 2 adults
- Deluxe Ocean View Family: The room has an area of about 45m2, with a view of the sea The room is equipped with a King bed and a single bed for 3 adults
- Studio Deluxe: The room has an area of about 50m2 The room is equipped with a King bed for 2 adults
- Room 1 – Bedroom Deluxe: The room has an area of about 65m2, with a view of the sea The room is equipped with a King bed for 2 adults
- Room 2 – Bedroom Deluxe: The room has an area of about 75m2, with a view of the sea The room is equipped with a King bed and a Queen bed for 4 adults
- Premier Ocean View: The room has an area of about 60m2, with a view of the sea The room is equipped with a King bed for 2 adults
- Room 2 – Bedroom Executive Suite: The room has an area of about 120m2, with a view of the sea The room is equipped with a King bed and a Queen bed with for 4 adults
- Room 2 – Bedroom Premier Suite: The room has an area of about 190m2 The room is equipped with a King bed and 2 single beds for 4 adults
- Room 3 – Bedroom Deluxe Suite: The room has an area of about135m2 The room is equipped with a King bed, a Queen bed and 2 single beds for 5 adults
- Room 3 – Bedroom Executive Suite: The room has an area of about 180m2, with a view of the sea The room is equipped with a King bed, a Queen bed and 2 single beds for 6 adults
- Room 3 – Bedroom Premier Suite: The room has an area of about 195m2 The room is equipped with a King bed, a Queen bed and 2 single beds for 6 adults
- Room 2 – Bedroom Executive: The room has an area of about 155m2, with a view of the sea The room is equipped with a King bed and a Queen bed for 4 adults
3.1.5.2 The system of catering facilities
Restaurants are one of the indispensable services in 4-star hotels and above The Sea Breeze restaurant at Citadines Pearl Hoi An is no exception when it offers visitors a dining space with an extremely unique design with light tones, bringing a certain sense of freedom and dynamism instead of a luxurious image with Characteristic neutral tones.The restaurant has a capacity of 500 guests and breakfast time is from 6:30 to 10:30 The menu here is appreciated for its variety with dishes from diverse regions made from the freshest ingredients by the hands of top chefs here In addition, the restaurant also serves breakfast buffet with special dishes for guests to freely choose.
Workforce status of Citadines Pearl Hoi An
Labor is the key factor determining customer satisfaction, bringing the reputation, revenue, profit and sustainable development opportunities of Citadines Pearl Hoi An Citadines Pearl Hoi An understands that all employees, managers are the ones who have a direct influence on the customer's satisfied or dissatisfied experiences Therefore, Citadines Pearl Hoi An always has its own human resource training programs to help employees and managers have more communication skills, meet customers in order not to deviate from the goals of the business.
Since its establishment, Citadines Pearl Hoi An has paid great attention to personnel recruitment and labor recruitment Most of the staff working here are people with university or college degrees or have passed training courses in modern hotel management The employees working in each department have good professional skills, love for their job, and are dedicated to their work This directly affects the business and reputation of Citadines Pearl HoiAn.
F&B Department Citadines Pearl Hoi An
3.3.1 Introduction of F&B Department at Citadines Pearl Hoi An
F&B in the resort can accommodate about 500 guests The impressive point of the buffet at Citadines Pearl Hoi An is that diners never get bored because the menu changes daily The cuisine here is elaborately and diversely prepared by a team of professionally trained chefs New dishes according to the cuisine of each region are made from the freshest and most savory ingredients of An Bang seafood There is also a combination with the restaurant space, which is uniquely designed with light tones, bringing a sense of freedom, dynamism, and its own imprint.
At Citadines Pearl Hoi An, you can enjoy the best Asian and European dishes and experience international cuisine at Sea Breeze restaurant Sea Breeze restaurant overlooks the beautiful An Bang beach and the staff here are very dedicated and attentive, making it easy for diners to enjoy a full meal with family and friends If you want a vibrant and youthful space, diners can go to the pool bar to enjoy cocktails, or a collection of beer from many countries around the world From 17:00 to 19:00 at the pool bar, there is a buy
1 get 1 free program for beer and cocktails Or if diners want a romantic atmosphere, there will be a candle light party held in the area near An Bang beach, enjoying glasses of sweet wine and under the shimmering tops It will be an unforgettable experience for diners.
3.3.2 Organizational Structure of Citadines Pearl Hoi An F&B
Figure 2: Organizational Structure of Citadines Pearl Hoi An F&B
Department This organizational structure has the advantage of achieving unity, improving the quality of management, reducing the burden and taking responsibility for each person In fact, the organizational structure of the department has no overlap, each person has their own duties and fully implements the tasks set out However, the head of the F&B department needs to manage it more closely, it is necessary to clearly state the tasks that each person needs to perform, the relationship of the tasks between each person to avoid pushing in the work.
3.3.3 Workforce of Citadines Pearl Hoi An F&B department
Table 3 Total of Staffs at F&B Department of Citadines Pearl Hoi An Staff Total of staff Amount of day shift
Amount of night shift F&B Manager 1 1
Looking at the table, we see that the total number of employees of the restaurant is 30 All employees are assigned reasonable shifts The number of people working the night shift will be slightly different from the number of people working the day shift However, on the days the restaurant holds a party for guests, the staff will have to work all day to meet the best party service In addition, each restaurant staff has their own uniform and is used in accordance with the restaurant's regulations Restaurants will have their own penalties for non-compliant employees Besides, enthusiastic, diligent and punctual employees will be rewarded with KPI at the end of the month.
3.3.4 Labour structure at F&B Department of Citadines Pearl Hoi An
Table 4 Labour structure at F&B Department
The restaurant has 30 official employees Firstly, according to the table, we see that the proportion of male and female employees is relatively equal.Secondly, we can clearly see that in the employee age, there are two age groups: 18 to 30 years old and over 30 years old in F&B Department atCitadines pearl Hoi An Most of the 18 to 30 years old were more than,accounted 87%, while over 30 years old accounted for only 13% Because of the nature of work, all employees must have good health and abundant energy This is why we see all the restaurant's staff at a young age Next, the percentage of staffs who graduated at university was highest by 50%, while the figure for college and intermediate were lower, 43.3% and 6.7% respectively This figure shows that employees in there had high qualifications In terms of foreign language level, most of the employees are able to communicate with foreign countries in English, some staff can communicate at a basic level in Korean and Chinese In general, the staff were all qualified and had somewhat satisfied customers who used food service at the restaurant.
ANALYSIS AND EVALUATION
The analysis of the number of guests and the business result of F&B
4.1.1 Number of guests of F&B department
Table 5 Number of guests of F&B department during 2020-2022 (Unit: Arrivals)
Figure 3 Number of guests of F&B department during 2020-2022Looking at the chart, we see that the total number of visitors to the resort between 2020 and 2021 tends to decrease and in 2021 and 2022 tends to increase The structure of guests is in favor of domestic customers Total number of visitors in 2020 reached 6,156 visitors, in 2021 reached 3,820 visitors, in 2022 reached 16,750 visitors Total arrivals in 2021 compared to total arrivals in 2020 tend to decrease by 37.1%, and total arrivals in 2022 compared to total arrivals in 2021 tend to increase by 338.5% Including:
- International tourists: In 2021, The number of international visitors decreased sharply compared to 2020 due to the heavy impact of the covid epidemic In order to limit the development and spread of the epidemic, in March 2020, the airport began to close, so tourists could not pass. Specifically, in 2020, international visitors to the resort reached 3,537 arrivals, equivalent to 57.45% of visitors, and in 2021, a sharp decrease of 43.85%, corresponding to 1675 visitors In 2022, tourists tend to increase, because the epidemic is also almost under control, the airport begins to open and guests begin to travel again Specifically, the number of visitors increased to 7076 arrivals, accounted for 42.25%.
- Domestic tourists: From 2020 to 2021, the number of domestic tourists coming to the resort is interrupted due to social distancing, must operate moderately and most of them are residents for isolation Specifically,
2020 accounted for 42.55% or 2619 visitors, in 2021 accounted for 56.15% or
2145 visitors From 2021 to 2022, the proportion tends to increase After the epidemic was controlled, most of the arrivals were domestic, because other countries in the world have not yet controlled the epidemic, so they chose to travel domestically to ensure safety In addition, the price for accommodation is also reasonable because businesses have lowered to attract tourists to create conditions for recovery after the epidemic, specifically accounting for57.75%, equivalent to 9674 arrivals.
4.1.2 The business result of F&B department at Citadines Pearl Hoi
Table 6 The business result of F&B Department in 2020-2022 period
Figure 4 The business result of F&B department in 2020-2022 period
Through the chart, it can be seen that the revenue of F&B segment from
2020 to 2021 is decreasing, and from 2021 to 2022 is increasing Specifically,food revenue in 2021 decreased by 39.6% compared to 2020, equivalent to a decrease of VND 1.319.605.000 Food revenue in 2022 increased by 143.8% compared to 2021, equivalent to an increase of VND 2.885.636.000 About beverage revenue in 2021, it decreased by 68.3% compared to 2020, equivalent to a decrease of VND 1.078.485.000 Beverage revenue in 2022 increased by 363.1% compared to 2021, equivalent to an increase of VND 1.823.548.000 Total revenue in 2021 decreased by 48.8% compared to 2020, equivalent to VND 2.398.090.000 and total revenue in 2022 increased by 187.8% compared to 2021, equivalent to VND 4.709.184.000.
To get such results after the covid crisis, the restaurant has been on the right track, exploiting the right market, using capital effectively and managing capital well This is the work of the restaurant manager and the entire staff.For better results in the coming years, restaurants need to strengthen their market research, marketing and best meet customer expectations.
Evaluation about the service quality of the F&B Department at
4.2.1 Evaluation about the material facilities of F&B Department
Table 7 Guests’ Feedback on Facilities
Feedback Hygiene % Layout % Operatin g status %
Very satisfied Satisfied Normal Disappointed
Normal Disappointed Fi gure 5 Guests’ Feedback on Facilities Looking at the table and chart, we see that 154 guests have responded to the facilities of the F&B department based on three factors: hygiene, layout, and operational status of the facilities In terms of hygiene, guests were highly appreciated Specifically, 46 guests felt very satisfied, accounted for 29.9%,
63 guests were satisfied, accounted for 40.9%, 28 guests were rated as normal, accounted for 18.2%, and only 17 guests were disappointed,accounted for 11.1% Although the staff cleans daily, the staff does not pay close attention to some items such as chairs, especially baby seats, trays and trolleys, the tablecloths are stained Even though the tablecloth has been washed, the stain is still there Regarding the layout, most customers were satisfied with the layout of the restaurant, the layout space gives a feeling of freedom and dynamism, but some customers were not satisfied because they think that the layout between the counter buffet and dining table were not reasonable, they find it difficult to move when taking food Specifically, 37 guests felt very satisfied, 54 guests felt satisfied, 41 guests felt normal and 22 guests feel disappointed Regarding the operational status of the facilities, the restaurant pays great attention to the inspection and repair of the equipment,but there were still incidents of breakdowns on peak days due to heavy operations However, customers still highly appreciate this factor. Specifically, 34 guests felt very satisfied, accounted for 22.1%, 48 guests were satisfied, accounted for 31.2%, 52 guests rated normal, accounted for 33.8%, 20 guests rated disappointed, accounted for 12.9%.
4.2.2 Evaluation about the staff of F&B Department
4.2.2.1 Staff’s serving attitude at F&B Department
Table 8 Guests’ feedback on staff’s serving attitude at F&B
Very satisfied Satisfied Normal Disappointed honesty
Very Satisfied Satisfied Normal Disappointed
Figure 6 Guests’ Feedback on staff’s serving attitude at F&B
As we all know, the restaurant business is not only focusing on the quality of food and beverage Besides, we also need to pay attention to the service attitude of the staff because this is also a factor contributing to customer retention Service attitude plays an important role, directly affecting business survival Looking at the customer feedback table and the chart, we see that 120 guests responded to the staff's service attitude through 3 factors: willingness to help guests, friendliness and honesty Regarding the factor of helping guests, there were 27 guests who felt very satisfied, accounted for 22.5%, 40 guests were satisfied, accounted for 33.3%, 37 guests were rated as normal, accounted for 30.9% and 16 guests were disappointed, accounted for 13.3% Regarding the friendly factor, there were 20 guests who felt very satisfied, 51 guests were satisfied, 42 guests rated as normal and 7 guests were disappointed The honesty factor was highly appreciated by guest, the number of satisfied customers was up to 112 people Specifically, 65 guests felt very great, accounted for 54.2%, 47 guests felt satisfied, accounted for 39.2% Meanwhile, there were 8 guests who rated as normal, accounted for 6.7% and no one felt disappointed From the table above, we can see that most of the restaurant staff were friendly, ready to help customers when they need because according to the restaurant's criteria, please guests come and please customers go They did quite well to meet that criterion But besides that, there were still some customers who were still not satisfied because on peak days, the number of customers coming to the restaurant was so high that it was not possible to serve everyone well, so it was natural for customers who rated as dissatisfied Besides, there were also some employees because of working stress, fatigue and also some personal issues, so there were times when the staff didn’t smile, so the guests evaluated it as unfriendly In terms of honesty, all staff adhere to the restaurant's regulations, especially when paying customers Even if it's a thousand dong, the staff can't negotiate with customers This has built a beautiful image in the eyes of customers.
Table 9 Guests’ feedback on the foreign language proficiency of staff at F&B department
Figure 7 Guests’ feedback on the foreign language proficiency of staff at F&B department
A restaurant staff with good language skills will easily interact with guests, thoroughly understand their needs and serve the customers the most satisfied On the contrary, if an employee has poor communication skills,falteringly answers customers' questions, and incorrectly grasps customer requirements, the consequences are not only difficult situations behavior of that employee but also adversely affect the image and service quality of the restaurant Based on the guest feedback table and the chart, we see that 110 guests commented on the staff's foreign language level including 3 languages: English, Chinese and Korean Regarding English, this is the language that customers appreciate more than the other 2 languages, with 79 guests felt fluent, accounted for 71.8%, 24 guests felt normal, accounted for 21.9%, 7 guests felt bad, accounted for 6.4% In terms of language, Chinese and Korean were not highly rated compared to English Specifically, about Chinese, only 19 guests rated it as fluent, 56 guests felt it was normal, and 35 guests felt bad Regarding Korean, there were 27 guests who rate it as fluent, accounted for 24.6%, 43 guests felt normal, accounted for 39.1%, 40 guests felt bad, accounted for 36.4% In general, most of the restaurant staff can communicate in English well, but there were still some people who were not satisfied because in the case of high season with a large number of customers, the restaurant had more casual staff to work If the customers need help but encounter casual staff, they cannot serve customers well because of limited English, faltering answers or because the pronunciation of foreigners was difficult to hear, so they will not fully understand the customers’s need, making customers feeling disappointed Because the number of customers coming to the restaurant was mainly Chinese and Korean, but most of the restaurant staff can only speak English, a few people can communicate in Chinese and Korean, but the number of people who can communicate well was still low, so it was not appreciated by customers Therefore, each restaurant staff needs to improve, learn more Chinese and Korean to be able to communicate better, get more sympathy from Chinese and Korean guests.
4.2.2.3 Uniform of staff at F&B department
Table 10 Guests’ feedback on uniform of staff at F&B department
Very satisfied Satisfied Normal Disappointed
Very satisfied Satisfied Normal Disappointed
Figure 8 Guests’ feedback on uniform of staff at F&B departmentAmong the many things that make up a luxurious, classy and professional restaurant brand, the uniform is the top concern Because besides the delicious meals, the unique clean space design, the uniforms of the staff working in the restaurant also contribute to the customer's service experience Therefore, the selection of uniforms must be designed to be dynamic, polite, comfortable,creating professionalism to build a restaurant image in harmony with the staff's uniform The male and female uniform of the restaurant department at
Citadines Pearl Hoi An is a gray polo shirt and black trousers, while the restaurant manager's uniform is a white shirt, black trousers, vest to distinguish the of positions in the department Based on the table and chart, we see that 90 guests have responded to the restaurant staff's uniforms based on 3 factors: neat, polite and dynamic Regarding the neat factor, there were
31 guests who rated as very satisfied, accounted for 34.5%, 56 guests rated satisfied, accounted for 62.2%, 3 guests felt normal, accounted for 3.3% and there were no guests who rated as disappointed The polite factor was highly appreciated by guests Specifically, there were 37 guests feeling great, 53 guests feeling satisfied, no one rated it normal and disappointed Regarding the dynamic factor, which was not appreciated by guests, there were 28 guests who rated satisfied, accounted for 31.1%, 50 guests rated normal, accounted for 55.6% and 12 guests rated disappointed, accounted for 13.3% In general, most guests were satisfied with the staff's uniform in terms of politeness and neatness, but on the dynamic factor, guests did not appreciate it, with 50 guests who rated as normal, not impressed with the customer, 12 guests were not satisfied because they think that the uniform is dark and not luxurious. Through customer feedback, the restaurant needs to pay attention to customers' opinions to repair and change staff uniforms so that they are more dynamic, youthful, and create an impression when guests interact with employees.
Table 11: Guests’ feedback on problem solving skills
Very satisfied Satified Normal Disappointed
Figure 9 Guests’ feedback on problem solving skills Looking at the table and chart, we see that 90 customers gave feedback on the problem solving skills of F&B department staff through 2 factors:flexibility and creativity The first is the element of flexibility, which is highly appreciated The desire of customers is to be attentively served, to meet their needs Understanding that, employees have done well on this factor This is demonstrated by observing the service of the guest, knowing when is the right time to serve the next dish, whether the guest needs any assistance during the meal, the guest has calculated the cost of the meal or not, this is evident in flexibility Specifically, there were 43 customers who were very satisfied,accounted for 47.8%, 33 guests were satisfied, accounted for 36.7%, 14 guests were rated as normal, accounted for 15.6% and no one was disappointed The creative element was also highly appreciated by the guests for those who think out of the box and come up with creative solutions to the problems of organizing parties according to the requirements and wishes of the guests. Regarding the level of very satisfied, there were 31 guests very satisfied, accounted for 34.5%, 38 gueests were satisfied, accounted for 42.2%, 16 guests rated normal, accounted for 17.8%, 5 guests felt disappointed, accounted for 5.6%.
4.2.3 Evaluation about the quality of food and beverage
Table 12 Guests’ Feedback on the quality of food and beverage
Feedback Taste % Hygiene % Price % Diversity %
Very satisfied SatisfiedNormal Disappointed
Very satisfied Satisfied Normal Disappointed
Figure 10 Guests’ feedback on the quality of food and beverageFrom the table and chart, we see 150 guests gave feedback on the quality of food and beverage service Looking at the above results, it shows that the quality of food and beverage service of the restaurant was rated by the majority of tourists as meeting the needs of guests Specially, regarding the taste factor, there were 36 customers who were very satisfied, accounted for24%, 58 guests were satisfied, accounted for 38.7%, 39 guests felt normal,accounted for 26% and 17 guests felt disappointed, accounted for 11.3 %.Regarding the hygiene factor, the restaurant always pays attention to this issue, because if the food and drinks are unhygienic, the guests will be poisoned, it will affect the reputation of the restaurant and the resort This was highly appreciated by customers, specifically 63 guests felt very satisfied, 87 guests rated as satisfied and no one felt normal and disappointed Regarding the price factor, there were 50 guests who felt very satisfied, accounted for33.3%, 60 guests were satisfied, accounted for 40%, 32 guests were rated as normal, accounted for 21.3% and only 8 guests were disappointed, accounted for 5.4% The diversity factor was also highly appreciated by guests,specifically 51 guests felt very satisfied, 69 guests felt satisfied and 30 guests felt normal In general, the restaurant's food and beverage service was diverse with many different prices The guest can choose according to their preferences and the price that suits their pocket Food and beverage were guaranteed food hygiene and safety, the chef also pays attention to the nutritional content of the dish Besides the positive feedback, there were still some unsatisfied customers with the service The reason for this difference is due to the increasing requirements of guests and because each guest has a different taste and perception, it was not uncommon for someone to complain about the quality of the restaurant's food and beverage inevitable.
General evaluation about the service quality of F&B Department at
The F&B department is growing and attracting tourists This is also the part that increases the resort's revenue, leading to the effective business operation of Citadines Pearl Hoi An in general and the F&B department in particular, which is reflected in the following factors:
Firstly, the restaurant has a very unique design with bright colors, bringing a sense of freedom and dynamism that has made a strong impression on domestic and international guests Full technical facilities and equipment, capable of serving all needs of customers In addition, the facilities are cleaned daily by the staff and the technical equipment of the restaurant is periodically checked by technical staff and repaired quickly when there is a problem.
The second most important thing is that the food is selected according to the standard process, the menu is varied and extensive with many different prices Guests can choose according to their preferences and prices that suit their pocket, buffet menu changes daily to avoid causing boredom for guests.
The restaurant's top concern is food safety and hygiene As we all know this is a very sensitive issue, if a tourist gets food poisoning, it will affect the resort's reputation and business In addition, the restaurant also serves Vietnamese dishes and Asian dishes The chef also pays attention to the nutritional content of the food.
Thirdly, another factor that makes the restaurant's business effective is the service attitude of the staff Most of the staff are willing to help guests, friendly and honest All staff are focused on working style, always smiling when guests arrive and saying goodbye when guests leave Dress politely and neatly to show respect for customers Superiors strictly manage all processes and always have their own punishments for employees who do not perform well to ensure an effective working process In addition, the restaurant always has a policy to encourage employees to be motivated to work effectively, to ensure professional service and to serve in the best way.
In addition, most of the staff have graduate degrees, have restaurant knowledge, food service and other professional skills Staff can communicate in English, some other staff can communicate basic Korean and Chinese. Besides, employees also have flexibility and creativity in solving problems, which is highly appreciated by guests
Besides the strengths listed above, restaurant food service also has certain weaknesses.
Firstly, most of the staff have a diploma, they can communicate inEnglish, but the number of employees who can communicate in Korean andChinese is limited and no staff can speak three or more languages although the customer structure is increasingly diverse.
The second is about the issue of cleaning facilities, although it is a daily cleaning staff, there are still a few items that staff have not paid close attention to such as chairs, especially children's chairs, trays and trolleys, the tablecloths were stained yellow In addition, the staff's uniform has not yet made an impression on customers due to the dark color and not dynamic.
Thirdly, although most of the staff are friendly, there are times when they have personal problems that are not happy or tired, so their faces are not friendly, so this problem also needs to be overcome.
Finally, although the restaurant has a unique design with bright, free and dynamic colors, the arrangement of the dining table and buffet counter is not reasonable Some guests complain that moving to get food is a bit inconvenient.
DIFFICULTIES AND SOLUTIONS
Difficulties
Citadines Pearl Hoi An is a growing business and attracts domestic and foreign tourists However, to have the development like today, Citadines also had a difficult time In recent years, not only Citadines Pearl Hoi An but also many other businesses have also been severely affected by the covid epidemic, which has lost a large number of customers, lost revenue, resulting in insufficient expenses to paying rent, staff salaries, facility maintenance costs, etc Many hotels have had to operate in moderation, even go bankrupt. Currently, Citadines Pearl Hoi An is also gradually recovering, tourists are also crowded again Besides these good sides, there are still some difficulties that have not been overcome Although the facilities are adequate and periodically inspected, there is still problem which the machinery is damaged.
At the time of crowded tourists, the machinery works a lot, so there is a problem, especially the air conditioner, making visitors feel hot when dining.
In terms of hygiene, although it is cleaned daily, there are some items that staff have not paid attention to such as child seats, food trays and trolley, and greasy salt and pepper jars on unwashed surfaces.
In addition, the restaurant's guests are mainly Korean guests and some are Chinese and Indian but the restaurant's staff only speak English, only a few people can communicate basic Chinese and Korean, so communication is limited On a crowded day, the restaurant hires more casual people to work,but most casual people only know a few basic things, have not been trained well, so they do not master the menu, specific ingredients in the dish, so advise ineffective client In addition, the coordination of the departments with each other is not good, leading to not serving customers well.
Solutions
To enhance the resort's reputation and satisfy customers is a long process To compete with other businesses, we need to always innovate, improve product quality and improve service process This is an important factor in deciding whether a business is growing or getting worse Here are some measures to improve the service quality of the F&B department at Citadines Pearl Hoi An.
Firstly, although the inspection is periodically, the restaurant needs to shorten the inspection time to grasp the operating status If the inspection is not good, it must be reported and proposed to replace or supplement if necessary.
Secondly, the restaurent needs to pay attention to the cleanliness of items such as child seats, trays and trolleys These are items that are rarely noticed by employees When a family comes to a restaurant for a meal with children, if they use a children's chair and find it dusty, the mothers will be annoyed and dissatisfied That affects the restaurant About trays and trolleys, although used to transport food, it also needs to be cleaned carefully to ensure hygiene during food transportation.
Thirly, it is necessary to replace items that are not hygienic and aesthetically such as chairs, tablecloths that are stained due to food spilled during meals or have been washed but are still dirty Also, replace chipped salt and pepper jars.
Finally, the restaurant needs to rearrange the buffet counter and dining table for guests in a reasonable way so that guests can move conveniently when taking food In addition to, decorate the restaurant according to the events and holidays of the year, redecorate the buffet counter in a diverse and eye-catching way and also decorate the banquet table for guests This makes customers feel new and more excited.
As we all know, each restaurant staff plays an important role to retain customers when dining at the restaurant Customers appreciate good or not is based on the attitude and professional skills of each staff in the restaurant. There are times in the peak season, the staff has to work quite stressful and busy, so the face is not fresh, thus making visitors evaluate not so good. Therefore, employees need to overcome this situation, always smiling no matter what the situation In addition, staff need to improve their communication skills in Chinese and Korean to better communicate with this customer Restaurants need to add more knowledge and skills for casual staff to be able to introduce dishes to guests, guide and serve customers better In addition, one more thing that can contribute to attracting visitors to come back here again is to remember, greet familiar customers, regularly talk openly with them and can recommend tourist attractions famous that they can visit. Restaurant managers need to regularly hold meetings to praise employees who do well and employees who do not so that they can give suggestions and take measures for employees who do not do well In addition, the restaurant needs to change staff uniforms with fresher and more dynamic colors, change costumes according to events and seasons to make an impression on visitors.
Firstly, encourage, motivate and create conditions for employees to learn more foreign languages such as Chinese and Korean Because this is the language that accounts for the highest proportion of resort and restaurant This makes communication easier and get the sympathy of customers because the staff can speak their mother tongue.
Secondly, regularly open intensive training classes on professional skills, how to serve tables professionally such as how to pour wine, how to open wine lid, introduction to wines If the customer asks, the restaurant staff can advise them Besides, regularly organize team building activities to increase the cohesion between employees, reduce conflicts, increase interaction to work more effectively, enhance remuneration policies to encourage and motivate employees to work better.
Thirly, when recruiting personnel to work, it is necessary to check whether their professional qualifications meet the requirements of the restaurant and arrange suitable working positions for them Besides, it is necessary to mention the remuneration regimes for employees to encourage the spirit of long-term working with the enterprise.
Finally, on peak days, management needs to divide the work reasonably to avoid pushing the work to each other If the restaurant hires casual staff, the official staff must provide more information and experience to help them learn more to avoid putting pressure on the main staff when the number of guests is crowded It is necessary to retain casual people who work with the restaurant for a long time, limiting casual changes because they have to provide knowledge from the beginning If in the process of working, the casual does well, they can be accepted as a full-time employee.
CONCLUSION AND SUGGESTIONS
Conclusion
Along with hotels, restaurants are one of the hottest business areas today When people's lives are fuller, they not only eat well, dress well, but also eat well and sit in a nice open space, are served wholeheartedly, worthy of the money they spend Besides, the restaurant is also one of the services that bring great profit to the hotel and help improve the satisfaction level of visitors to the hotel To attract customers, improve visitor satisfaction and compete in the market, restaurants need to improve the quality of food service and create outstanding products Understanding that, Citadines Pearl Hoi An is increasingly trying to develop further to be able to satisfy visitors and most importantly to stand firmly in the market and compete with other businesses. With the business goal of making a profit, but besides that, what Citadines Pearl Hoi An cares about first is how to improve the quality, best serve the needs of customers and ensure jobs for labor In order to survive and develop well until today, Citadines Pearl Hoi An has always listened, perfected itself in all aspects to improve service quality in the best way Besides, also thanks to the contribution and dedication of each employee who has always tried to accompany the business to overcome difficulties to be able to stand as today.Hopefully with future strategies, Citadines Pearl Hoi An will grow more and more.
Suggestions
6.2.1 For Citadines Pearl Hoi An
Nowadays, the social network is growing, Citadines Pearl Hoi An should take advantage of this online platform to promote its business to customers It is the most popular method of advertising Resort should promote its image on popular online means such as Facebook, Tiktok, Instagram, Youtube The resort can post short videos introducing the restaurant space and attractive dishes on its menu.
Moreover, the resort should establish a cooperative relationship with travel agencies so that they can introduce guests to the business Besides promoting the image, the resort should also create trust with customers, especially the quality of the food The resort should show guests a few moments of food preparation to show guests that the chef always fully complies with hygiene regulations and also shows the chef's talented hands to create delicious dishes.
Futhermore, the resort needs to approach new and modern technology, upgrade and perfect the technical facilities of the resort in general and the restaurant in particular to meet the needs of serving guests in the best way In addition, regularly invite resort experts to exchange experiences with staff, create a working atmosphere of enthusiasm and unity of staff between departments in the resort in general and the restaurant in particular.
Each employee needs to always improve their professional skills and expand their foreign language skills to communicate more effectively In addition, serving a wide range of customers with many nationalities, customs, ages, needs and interests, so staff must have a solid understanding of these customers in order to provide quality high service, convenient support in communication.
Employees must always understand the mood and wishes of the guests,understand the imperfections of the restaurant, find ways to overcome and solve to satisfy customers In addition, employees need to always be happy no matter what the situation, not because of personal sadness or conflict that is uncomfortable with guests Always greet guests when guests arrive the restaurant and say goodbye when they leave.
It is necessary to add more equipment for the restaurant to be able to replace the faulty equipment in the peak season In addition, it is necessary to pay attention to the hygiene of restaurant items that are less noticed such as chairs, trays, trolleys, dirty tablecloths that need to be replaced with new tablecloths to serve customers better.
[1] Clayton, W B., Tom, P., & Dennis, R (2012) Introduction to the Hospitality Industry (8 th ed.) Canada, John Wiley & Sons, Inc.
[2] Sudhir, A (20013) Food and Beverage Service (3 rd ed.) New Delhi, The McGraw Hill Companies.
[3] Dennis Lillicrap, John Cousins, “The Food and beverage Training Company”, London
[4] https://mia.vn/cam-nang-du-lich/citadines-pearl-hoi-an-khu-nghi-duong- dang-cap-dep-quen-loi-ve-542
[5] https://www.qdnd.vn/du-lich/tin-tuc/nam-2022-luong-khach-quoc-te-den- viet-nam-dat-3-66-trieu-luot-nguoi-715883
[6] https://reviewvilla.vn/citadines-pearl-hoi-an/
[7] https://ezcloud.vn/resort-la-gi.html
[8] https://khachsan.chudu24.com/ks.5852.review-danh-gia-kinh- nghiem.citadines-pearl-hoi-an-the-pearl-hoi-an.html
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