This graduation paper focused on the real situation of Mikazuki Japanese Resort and Spa .It analyzes the real situation to enhace the quality of the food and beverage service Mikazuki Japanese Resort and Spa. This service is a fundamental element which its quality impacts directly to the resort operation. Hence, in my paper, I would like to elucidate the significance of the Food and Beverage department as well as catering service in the resort. After discussing those problems, I would like to show the strengths and also provide suggestions in the final section for detracing the drawbacks about the quality of the food and beverage service at Da Nang Mikazuki Japanese Resort and Spa.
INTRODUCTION
Rationale
Nowadays, there are a lot of transform in international tourists go to Vietnam Vietnam has attracted millions of international visitors, which has brought huge benefits to the economy.Therefore, Vietnam has become one of the best places of tourist paradise for international tourists When life is improved, people's needs are greater Therefore, we not only stop at the needs such as material, food, clothing, but also the need for mental health care is also increasingly focused.After a period of burying their head in work, people always want to rest, enjoy the beautiful scenery, eat strange delicious dishes and especially experience a new atmosphere that is far from the busy daily life.This is considered one of the main reasons leading to the development of the restaurant The higher human needs are, the more restaurant will be built. For this reason, competition among businesses is increasing Recently, Da Nang is a developed city in the field of tourism business, especially restaurants and hotels have been built this much.
The important thing is that the service quality of the restaurant - hotel industry has not yet met What is the quality expected of tourists? It is not a safe trip, there is a place to meet basic human physiological needs but a higher demand, a friendly atmosphere, hours of enjoying nature, find the strange flavors of a different culture Tourists always look forward to a true
"second home", they always want to be welcomed with warm smiles, and be treated enthusiastically as familiar people when entering the hotel.Moreover ,eating and drinking not only help us to be healthy physically, but also help us to feel good in the mind In fact, eating is a way to recognize the new things and flavors in life In the process of tourists staying at the hotel, the need for food is indispensable This is because it plays an essential role in satisfying customer needs as well as making an impression on diners Hence,the most important issue is the quality of food and beverage service at the restaurant If the restaurant has good service quality, it will attract many customers and bring high revenue At the same time, the restaurant also has the opportunity to build a brand name as well as a reputation with tourists.After six weeks working at the Mikazuki Japanese Resort and Spa, I learned that the Food and Beverage Department plays an important role in the hotel when guests use the hotel services It is difficult to evaluate the performance of the restaurant staff because it depends on many factors,especially service attitude During my internship at Mikazuki Japanese Resort and Spa, I decided to do a case study for the topic: “An Investigation into the Real Situation and Some Solutions for Enhacing the Quality of theFood and Beverage Service at Da Nang Mikazuki Japanese Resort &Spa”.
Aims and objectives
The study focuses on service quality of the Food and BeverageDepartment at Mikazuki Japanese Resort and Spa It will contribute to improving my knowledge about function, commission and importance of food and beverage department in hospitality and tourism Moreover, some recommendations and solutions will be listed out to help Mikazuki JapaneseResort and Spa implement and enhance their service quality at the food and beverage department From that, the people who work at the Restaurant of the resort are able to enhance their service quality by changing even the slightest details.
This study is intended to:
Investigate in details into the service quality of the Food and Beverage Department at Mikazuki Japanese Resort and Spa.
Figure out strong points and weak points at the Food and Beverage Department of the resort.
Suggest some effective solutions for enhancing the Food andBeverage’s service quality at Mikazuki Japanese Resort and Spa
Scope of the study
This study focuses on real situation and some solutions to improving the quality of F&B services, the strategy of magnetizing guests, and so forth of Nami Restaurant in Da Nang Mikazuki Japanese Resort & Spa
The research finds out the strengths and weaknesses associated with the procedure
Analyzing and evaluating the situation of the quality of food and beverage services at Nami restaurant of Da Nang Mikazuki Japanese Resort
From that, suggest solutions and recommendations to improving the food and beverage’s service quality and meet the needs of customers when coming to the Nami Restaurant in Da Nang Mikazuki Japanese Resort & Spa.
Methods of the study
In the process of implementing this case study, I employed some basic methods Firstly, I used the method of investigation, collection and analysis of the figures in Mikazuki Japanese Resort and Spa by contacting the front food and beverage’s staff and accounting department for necessary data Secondly,with the methods of observing and interviewing the staff and customers, I got more detail and some ideas about the status and solutions to enhancing the server’s attitude and to attract more inbound and outbound tourists for the restaurant Thirdly, I collected the data related to the business activities of Food and Beverage Service, analyzed and evaluated the revenue of this hotel. Last but not least , by the comparative and analytical methods, I compared data from year to year to see the difference and come to a conclusion that the Food and Beverage Service is thriving or not growing.
In addition to the table of contents, list of tables and figures, list of references ,the graduation paper includes six chapters:
This chapter shows the rationale for choosing the topic, the aims and objectives as well as the scope, the methodologies and the organization of the study.
This chapter introduces theories related to the restaurant and restaurant business.
It focuses on describing the catering services at Nami Restaurant.
This chapter will analyze and evaluate the business situation of the resort and describe the feedback in serving customers at Nami Restaurant.
This chapter will point out some difficulties and suggest some effective solutions to enriching service quality of F&B Department appealing more guests to heighten revenue for the resort.
This part concludes and gives some suggestions to improving service qualityof F&B Department for attracting more inbound and outbound guests to Da Nang Mikazuki Japanese Resort and Spa.
THEORETICAL BACKGROUND
Hotel Business
To the tourism industry, accommodation is one of the most important factors leading to certain success of an enterprise And in this study, I am very delighted to recommend “Hotel” to all of you Firstly, we should know what hotel is.
According to the law, the definition of the hotel defines that “Place where bonafide travelers can receive food or shelter, provided he/she is in a position to pay for it and is in a fit condition to be received.”
Other definitions of the hotel state that “An establishment whose primary business is to provide lodging facilities to a genuine traveler along with food, beverage, and sometimes recreational facilities too on the chargeable basis.” According to the Vietnam National Administration of Tourism, “The hotel is a tourist accommodation establishments having between 10 floors or more, to ensure the quality of facilities, equipment and essential services serves.”
According to researchers in tourism and hotel Morcel Gotie, “The hotel is a place for temporary accommodation of guests Along with the bedroom, there are restaurants with different categories.”
Though there are other establishments such as hospitals, college hostels, prisons, and sanatoriums, which offer accommodation, they do not qualify as hotels, since they do not cater to the specific needs of the traveler.
In general, hotel can be understood clearly with meaning: A hotel is a business that provides lodging and other services to its customers Its purpose is to satisfy the needs of clients who want to stay overnight or vacation.
Catering, entertainment, relaxation, and other services are all available at this location.
According to Ph.D Hoang Van Manh & Ph.D Hoang Thi Lan Huong,
“Hotel business is a process of construction the hotel, production and exchange services to meet the guests’ needs about catering, hospitality, entertainment and some additional services These activities contribute to benefit the hotels Quality and diversity of the services depend on the standard of the hotel.”
According to Luan Van Viet, "Hotel business is a business based on the provision of accommodation, dining and additional services for guests to meet their needs of eating, resting and entertainment at tourist sites for profit purposes."
Tourism can be seen as activities of human who want to travel to another country far away from their usual accommodation for take a rest, business ,and so forth.
Therefore, we can understand that hotel business in tourism is the general business and supply many main services such as staying business, food business in order to respond general needs of guest when they go on a trip.
"Hotel products" is a term in hosnitality industry, it includes visible and invisible products that the hotel nrovides to satisfy their guests from the first time the guests contact to register rooms until the consumption is finished and the customer leaves the hotel These products are characteristic, it means that in each different hotel, guest will experience
Two types of hotel products
Invisibleproducts: The hotel's invisible products cannot be purchased, inspected, or touched Customers can only feel based on their feelings and experiences after using the services.
Visible products are commodity products supplied by the hotel for instance: food, beverages, souvenirs, and other goods sold in the hotel business This is the type of product in which the payer retains owneribhip after exchanging
Hotel products and services are divided into the following types of services:
• Compulsory services: including bedroom, eating, guest relation, laundry, etc.
• Additional services: Including services such as spa, swimming pool,restaurant, bar, etc to satisfy the needs of resort and entertainment of customers Usually customers who have long trips will use this service.Depending on the standard of the hotel, there will be compulsory and non - mandatory standards.
Service Quality in Hotel Business
2.2.1 Concept of Service Quality in Hotel Business
Service quality is considered to be a sophisticated category that is viewed in a variety of ways:
According to TCVN and ISO-9000, “Service quality is an evaluation depending on product criteria which meet customers’s requirement.
Additionally, suppliers should periodically make an assessment for any quality requirement”.
According to Gronroos , “Service quality is the result of an evaluation process where the customer is based on a comparison of the actual service received by the customer with their expectations.”
In summary, service quality is an abstract conception which is difficult to grasp firmly because of its distinguish features Moreover, quality is only assessed and approached when it is carried out, as evidenced by a mutual conversation between a customer and a customer relations officer, as well as a comparison of service experience and service expectation.
2.2.2 Criteria for Service Quality in Hotel Business
The Servqual model, also known as the 5 service quality improvement gap model, is a scale that helps to capture and measure the service quality that customers have experienced This model was developed and implemented by American experts Valarie Zeithaml, A.Parasuraman and Leonard Berry in
1988 Today Servqual is gradually becoming the main scale in the field of service quality.
Reliability : Shown in fully and on time meeting customers' expectations about service quality right at the first time using the service.
Responsiveness : Responsiveness is the desire and willingness of service personnel to serve.
Assurance: Showing professional qualifications, welcoming service to customers, special attention towards customers as well as have a good command in communication with customers and keep their information confidential.
Empathy: Empathy is expressed in focusing attention on customers to ensure care and distinction for them Customer service is seen as an important factor that helps satisfy customers psychologically and enhances trust, loyalty and dependability The hotel can lose customers if there is a lack of empathy from within the service staff.
Tangibles :it will represent the facilities, appearance of employees, equipment, machinery and information systems of the organization The tangible factor will focus on creating conditions for development in terms of materials and facilities.
They presented a set of components for each of these dimensions and then developed a questionnaire for this purpose This questionnaire is indicated two times in two forms in every survey The first is the expectations measurement and the second is measurement of customers’ perception of services Analysis of the study responses let me to measure the extent of services quality gap between expectations and perceptions in five gaps These have been indicted in the following section:
• Gap of customers’ expectations and management perceptions of these expectations.
• Gap of management perceptions of customer expectations and services quality characteristics.
• Gap of services quality characteristics and actually presented services.
• Gap of customers’ expectations/perceptions of services that is presented to the customers
• Gap of expected services and perceived services.
Figure 1: The five factors in determining in the quality of service
Characteristics of Hotel
The concept of hospitality refers to behavior towards visitors Its ultimate goal is to provide facilities for those traveling away from their familiar home environment Therefore, the hotel is the main business location of the hotel, which has a charming atmosphere and character Its main objective is to provide food, drink and basic amenities during the guest/visitor's stay for comfort and convenience The features of the modern hotel are as follows:
Clean and Tidy Environment: A clean, tidy, and neatly decorated environment marked with eye-captivating decorations that’ll catch guests’ attention and keep them engaged with the awesome physicals; such is the typical environment of a good hotel.Besides, the hotel’s internal parts like the clean rooms, washrooms, and public rooms are always clean to prevent a breeding ground for microorganisms and germ germs, leading to contact of infection, and diseases by guests.
Restaurant or food and beverage service outlets with various cuisines and bars These facilities are ideally located and designed for guests from the business viewpoint.
Banquets/conference halls and its infrastructural facility with top quality and sufficient equipment's for any functions.
Comfortable and Well Equipped Rooms : A typical standard hotel room should contain a very comfortable and beautifully decorated bed with soft pillows to allow maximum comfort during sleep Items such as a coffee maker, cable TV, hairdryer, etc., should also be present in a standard hotel room And many excellent hotels also provide laundry services for their guests.
Lobby and front desk reception,reservation,cash counter and safety locker facilities are available 24 hours.
Top management of the security and protection, and 24 hours maintenance facilities.
As per the criteria of rating, the hotel swimming pool, jacuzzi, sauna and steam bath games and sports facilities are available here for health care and entertainment of the guest on demand.
Free Internet Access:Good hotels give their guests access to free or very affordable internet WiFi to ensure they stay connected to the digital world For example, some guests might have virtual meetings to attend during their stay at hotels The presence of this seamless internet access would, therefore, make such meetings go easily and smoothly.
Personal or human resource development department for recruiting skilled manpower counselling service of the guest as per the regulation and policy management.
Accounts department for banking works and overall activities of hotel accountancy.
Clinic facilities with qualified doctors and necessary supplies.
Food and Beverage Service
Food and Beverage is one of the services that take place regularly right in the restaurant - hotel but quite few people know the exact definition of this type of service Although most of the menus are at the request of customers, they must be delicious, attractive, and of good quality Therefore, businesses must grasp the tastes of customers to easily serve and satisfy them So what is food service? Here are some definitions that I have collected to give more specific insight on this issue
“Food and Beverage is a form of providing services such as parties(wedding parties, seminars, events, team building ) at the place according to the requirements of each customer of the restaurant - hotel In addition to serving dishes ,Food and Beverage service usually takes care of decoration,menu creation , sound and light setup, etc if requested by guests.”
“Food and Beverage service means the Food and Beverage Services set out in the Agreement together with any Additional Services to be provided to the Customer by the Caterer under the terms of the Agreement.”
“Food and Beverage is a form of providing banquet services of restaurants and hotels upon request from customers.”
Currently, there are two types of Food and Beverage service (Food and Beverage Service) which are:
In – site Food and Beverage : Food and Beverage at restaurants and hotels Restaurants and hotels that use this service must have a separate space from the daily business area.
Out – site Food and Beverage: Serving outside parties at customer's request All food must be prepared, packaged and brought to the party venue.
Figure 2: Some main steps in the Food and Beverage service
2.4.2 Functions of Food and Beverage service
Functions of the Food and Beverage service in the hotel:
• The main function of theFood and Beverage service in the hotel is to sell food and drinks At the same time, fully serve the dining needs of customers at the hotel This is an activity that plays an indispensable role in the hotel business Ensure optimal satisfaction of the urgent needs of today's tourists It's not just "eat well - dress warmly" but also "eat well - dress well".
• In addition, some restaurants are also responsible for the food and drink for their employees at the hotel And provide additional services such
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2.4.3 Features of the Food and Beverage Service
The hotel catering business is very difficult and complicated because the guests come from different countries Therefore, dietary needs are also very different Here are some characteristics of the catering service :
- Service quality is assessed through customer perceptions: is the result of customer processes, perceive, accumulation, and evaluation based on a comparison between the level of quality expected and the level provided by the customer If the customer feels that the quality of service provided by the restaurant is higher than their expectation, they will appreciate the service quality and vice versa.
- Catering services in the hotel also have a very important feature, which is the diversity of products such as: Asian dishes, European dishes, buffets, and so on Therefore, it requires employees to understand the product to be able to serve in the best way
- The quality of service depends on the quality of the terms of service provided: The restaurant's service implementation process is based on the facilities, technical equipment and staff in the restaurant These are the basic factors to evaluate the quality of a restaurant Beside, customers come to the restaurant for the purpose of eating and reducing pressure, so they always want to be served the best way to deserve the money they spend.
- Presentation matter: Diners not only enjoy the food with its taste, but they also focus on the appearance of the dish The appropriate and beautiful decoration increases the aesthetics of the dish and makes the food more attractive.
2.4.4 Service Quality of the Food and Beverage Service in the Hotel 2.4.4.1 Definition
The quality of food service in the hotel is the level of customer satisfaction with the hotel's food service From there, it is possible to infer the quality of food service in the hotel by the satisfaction of guests.
The quality of food service in a hotel can also be understood as the minimum level of food service that the hotel has chosen to satisfy a high level of demand of its target customer market.
2.4.4.2 Factors Affecting the Food and Beverage Service
Infrastructure: One of the biggest factors affecting the service quality of a restaurant is the facilities If a hotel or restaurant is built with comfortable, modern, highly aesthetic, hygienic and safe facilities, it will make customers feel comfortable and bring satisfaction to customers Not only that, facilities that ensure quantity and quality will create conditions for service staff to show more professionalism, better help customers be more satisfied On the contrary, lack of facilities before and after, unhygienic, will make customers have a bad impression and are not satisfied Technical facilities directly affects the service and quality of food and drinks at the restaurant, including modern equipment such as air conditioning, wifi, dining utensils, tables and chairs and other essential things In addition, it also affects the process of cooking and preserving ingredients Modern and synchronous facilities create a luxurious dining environment, bring comfort to employees and customers.Quality of staff: In the field of Restaurant - Hotel, in order to have high business efficiency, the human factor always plays an important role and directly affects the perception of customers Therefore, all employees in the hotel from staff to management must be careful in every gesture or word.
Because, no matter how modern and comfortable the restaurant has a system of facilities, the staff is not really professional and not skilled, it does not guarantee the quality of service Therefore, the staff in the restaurant must undergo professional training, have good foreign language skills, and the ability to communicate as well as handle situations flexibly In addition, employees must also have a respectful and cheerful attitude in serving customers and a collective spirit in performing work.
The food and Beverage's service process: Professionalism is not only shown through professional qualifications and skills, but also through the restaurant's standard service process The service process includes operations and stages for employees to perform in order to bring the most satisfaction to customers If the service process is good, the staff will have a more professional and effective service style, avoiding shortcomings in the service process Therefore, it is required that businesses design service processes and well manage risks that may affect the service process of hotel business departments.
The Serving Process of Food and Beverage Service
The service process at Nami restaurant at Da Nang Mikazuki JapaneseResort and Spa goes through 6 stages
Figure 3: The Process of the Food and Beverage Service
During my internship at Nami restaurant, I was directly observed the preparation stage to welcome guests as follows:
- During this period, the staff works without customers All staff clean the dining room, dining table, arrange all chairs, clean all eating utensils, fold all napkins and spread them on the table, fold napkins usually folded in the shape of scallops, wings fan and so on
- Depending on the number of guests coming and what type of guests
Preparing to welcome guestsPreparing to welcome guests welcoming guests and inviting guests to sit welcoming guests and inviting guests to sit
The stage of seeing off guests
The stage of seeing off guests
- All of these jobs require staff to work quickly and efficiently to ensure everything is ready to serve customers.
2.5.2 The stage of welcoming guests and inviting guests to sit
- When the guest arrives, the restaurant manager comes out to welcome and invite guests into the restaurant, if the guest has booked in advance, ask for the name of the guest and the seating position that the guest has chosen and lead the guest to the table For guests who have not booked in advance, depending on the object, the appropriate seating arrangement will be arranged When leading guests to the table, the staff pulls chairs for guests.
- When guests sit at the table, the staff introduces the restaurant's menu. When giving the menu to the guest, the staff goes counterclockwise, when the staff takes the customer's meal ticket, the posture is slightly bent forward and stands to the left of the customer After taking the meal voucher, the service staff repeats the selected dishes in terms of quantity and customer requirements when checking the last time.
Waiters stand to serve guests throughout the process of eating and the dishes that the guests have chosen, are brought out by the staff in an orderly manner.
If you are a group guest, it is usually paid by the group leader or tour guide.
If the customer is a retail customer, the payment is normal, the waiter puts the payment slip in a number book and gives it to the customer, after the customer has finished viewing, he can directly give the money to the waiter or go to the cashier.
2.5.5 The stage of seeing off guests
Two receptionists open the door for guests to go out and bow to the guest, thank the guest and see you again.
After the guests leave the restaurant, the waiters and waitresses quickly clean up everything and arrange a new table for the next customer.
CASE DESCRIPTION
Introduction of the Food and Beverage Service at Da Nang Mikazuki
3.2.1.The Roles of Food and Beverage Service at Da Nang Mikazuki Japanese Resort and Spa
- The Food and Beverage department is one of the most important departments in a hotel It is responsible for providing guests with food and drink and ensuring that everything runs smoothly and efficiently.
- And the food and beverage industry is one of the most important in the hospitality sector It contributes significantly to the overall success of a hotel or resort, as well as providing exceptional customer service experiences.
- Food and beverage service is a vital part of the guest experience, from room service to restaurants, bar services and poolside dining Customers expect high-quality products and top-notch service when they stay in a hotel, and the food and beverage service staff are responsible for making sure that their expectations met.
- Not only does excellent the department contribute to a positive guest experience, but it also helps to increase revenue for the hotel or resort As the hospitality industry becomes increasingly competitive, having a great food and beverage service can set your property apart from the competition and create long-term relationships with customers.
- Another reason why food and beverage industry is so important is because it helps to create a strong sense of hospitality culture within the hotel or resort A good food and beverage service team can create a welcoming atmosphere and establish a strong connection with customers that goes beyond the food itself.
- Finally, having an experienced and talented food and beverage team can make a huge difference when it comes to efficiency and cost- effectiveness Skilled and knowledgeable staff can quickly adapt to customer needs, reduce waste and help ensure that the highest standards of quality are maintained.
3.2.2 Functions of Food and Beverage Service at Da Nang Mikazuki Japanese Resort and Spa
The main functions of the F&B Department are providing food and serves demands for food and drinks for guests, who believed to choosing this resort The restaurant always opens from 6h30 am till 10 pm, mainly serving guests staying in the hotel Every morning from 6h30 am to 10 am the restaurant will provide for free the morning buffet Not only serving food and beverage for customers, the restaurant also provides additional services, such as banquet, buffet for the seminar, banquet at the request of guests, and so on.
3.2.3 Food and Beverage Products at Da Nang Mikazuki Japanese Resort and Spa
Da Nang Mikazuki Japanese Resort & Spa ,the Food and Beverage Department services many kinds of food in many types of formns and beverage for guests, who want to use something
One of the points that cannot be ignored when experiencing high-end resorts is their restaurants Each restaurant has a unique feature with culinary culture, different expression styles, serving many different purposes.
Coming to the Nami restaurant at Mikazuki Danang, visitors will experience Japanese cuisine to the fullest From street food to luxury dishes, from Japanese dishes to Western dishes, especially here, there are typical dishes of Vietnamese culture for you to choose from Although the restaurant's design style is in the direction of Japan, it still retains the culture of Vietnamese people The restaurant at Mikazuki Danang always gives visitors a feeling of being both new and familiar, tourists will not feel bored when experiencing the diverse and rich cuisine here Therefore, the cuisine here will bring memorable memories for any fastidious guest Main restaurants:
Nami restaurant by the sea:
Adjacent to the dreamy blue beach Nami restaurant is the perfect place for guests to enjoy a delicious dinner with friends and family and admire the beautiful and fresh nature The restaurant is built according to traditionalJapanese architecture Coming here, tourists will have the opportunity to enjoy delicious dishes from all over the world, especially traditional Japanese dishes such as sushi, tempura, ramen, curry rice, soba , sukiyaki, tonkat
- Breakfast time: 6:30 am – 10:00 am ( Buffet/Set Menu depends on
- Last Order: Breakfast :9:30 - Dinner : 9:30 pm
- Room Service /IRD: 6:30 -22:00 ( Last order :21:30)
- Cuisine: Japanese, Vietnamese, Western food and local specialties
The restaurant menu focuses on Japanese and Vietnamese dishes In addition to enjoying lunch and dinner with an extensive menu, you can also organize memorable parties at the restaurant.
Nami specializes in Vietnamese - Japanese cuisine, with only a few hundred thousand dong, visitors can enjoy authentic Japanese dishes as if traveling in the land of the rising sun Special has a daily menu for guests to enjoy:
Monday: Chicken set with tomato sauce 120k - Set of fried mackerel 150k
Tuesday: Set of skewers 120k _ Set of fried pork 150k
Wednesday: Set of curry rice 120k _ Set of fried chicken with vegetables 150k
Thursday: Set of rice and egg bowl 120k_ Set of stir-fried beef with vegetables 150k
Friday: Set of pork tempura 120k _ Set of shrimp and rice bowl 150k
Along with many other attractive and eye-catching Japanese dishes. There is also a group meal menu from only 130k The menu is rich and flexible according to your requirements There are both indoor and outdoor party spaces Romantic sea view space, can both watch the sea and eat
The restaurant is equipped with air conditioning and many other amenities Separate beach, spacious space, open parking space It is a great destination for meetings, groups of resort guests combined with team building, conferences, weddings, class reunions, etc.
3.2.4 Organization Diagram of Food and Beverage Service at Da Nang Mikazuki Japanese Resort and Spa
Figure 5: Organization Diagram of Food and Beverage Service at Da
Nang Mikazuki Japanese Resort and Spa
Although the resort has 5-star standard, the number of food and Beverage staff is not much The resort has only 20 staff The resort currently has 1 Food and Beverage Manager, 1 Restaurant Manager and 20 Food and Beverage staff who undertake all work during the working process at the resort Furthermore, Food and Beverage staff are assigned to each shift such as morning, afternoon, evening and night shifts For each shift, employees must work full 8 hours and 1 hour break to eat.
ANALYSIS AND EVALUATION
Analysis of Revenue and Number of Da Nang Mikazuki Japanese
4.1.1 Revenue profile of Da Nang Mikazuki Japanese Resort and Spa in recent years
Table 7: Revenue of Mikazuki Japanese Resort & Spa from 2020 to 2022
The table was about the revenue of Mikazuki Japanese Resort & Spa in 3 years from the year 2020 to 2022 Overall, as we could see in Table 7 that the revenue of Mikazuki Japanese Resort & Spa's decreased considerably between 2020 and 2021 In addition 2020, Under the influence of Coronavirus disease, revenue dropped dramatically compared to previous years.
Especially, room service revenue in Da Nang Mikazuki Japanese Resort & Spa was the highest in this survey from 2020 to 2022 Also, Room service in
2022 had the highest revenue and accounted for 50.06 percent out of total sales The revenue from food and beverage service and waterpark services both decreased in 2020 respectively 107,620 million VND and 314,540 million VND Under the influence of Coronavirus in 2021, revenue reached the lowest point in recent years In 2021, room services was reduced to 150.36 million VND, and waterpark hit the lowest peak at 121.05 million VND while food and beverage services about 60.15 million VND.
4.1.2 Number of Tourist and Business to Mikazuki Japanese Resort & Spa
Table 8: Number of the guests at Mikazuki Japanese Resort &
Spa in 2020-2022 (Source: Sales & Marketing Department)
The table shows the number of guests staying at Da Nang Mikazuki Japanese Resort & Spa during a period of 3 years in the years 2020 to 2022. Overall, the total number of customers staying at Da Nang Mikazuki Japanese Resort & Spa decrease from drastically from 2020 to 2021 due to global disease appearance However in 2022, under the influence of the Coronavirus in Vietnam, the number of guests staying at resort continuous declined considerably Also, the majority of the domestic tourists occupied the highest number of travelers staying at resort, with 9.692 guests in 2022 and 4.692 and 1.464 guests separately 2020 and 2021 In 2020, there were 3.136 guests in the international tourists The domestic tourists' rate gradually dropped from
2020 to 2022 The local guests took the lowest figure, with 1.562 guests in
Analysis of Food and Beverage Service Quality at Mikazuki Japanese
4.2.1.Facilities of Nami Restaurant at Mikazuki Japanese Resort & Spa
Located on the romantic Xuan Thieu beach, wrapped in the peaceful DaNang bay, Nami Restaurant is a place to relax and enjoy cuisine in the style of combining Japanese - Vietnamese culture "Nami" in Japanese means "wave".Waves are the breath of the sea, a beautiful sound that makes you feel more relaxed when dining Inspired by the peace and abundance of Da Nang Bay,with the idea of using Japanese cuisine combined with local products and seafood caught from the bay to create fresh and clean dishes , delicious and full of nutrition, Nami Restaurant was born.
Nami restaurant where the quintessence of Vietnamese - Japanese cuisine converges With a team of experienced chefs from the land of cherry blossoms, the most exciting culinary experiences are waiting for you to discover.The private space in VIP1 and VIP2 rooms is also a great choice for you when you want a little privacy.Also, the restaurant uses mainly white and brown colors of natural wood, they are combined together to bring a harmonious and close space.
In addition, Nami Restaurant is also a great choice to organize events such as meetings, weddings, birthdays, anniversaries Capacity: 200 guests (indoor space), 800 guests (outdoor space)
The dining table, chairs of all kinds and kitchen cabinets are made of wood to ensure convenience The eating utensils are fully including a set of items such as spoons, chopsticks, cups, tissues, and spices like pepper, chili, and sauces.
The restaurant has separate toilets for men and women It also has a full range of necessary toilet facilities such as hand sanitizer, dryer, toilet paper, trash can Moreover, the restaurant also installs air conditioning systems and fans to be ready to serve customers in hot summer.
With a culinary style that crosses between Japan and Vietnam, Nami will bring guests a wonderful and complete culinary experience.
Name of equipments and tools Status In good condition Still in using In need of replacement
Table 9: Facilities and Equipment of Nami Restaurant at Da Nang
Mikazuki Japanese Resort and Spa
Name of equipments and tools
Still in using In need of replacement
Facilities are an important aspect in establishing and increasing customer satisfaction In general, the facilities and equipment of Nami restaurant are quite rich and fully equipped, the decoration is eye-catching and the restaurant's location close to the sea view is convenient in attracting domestic and foreign guests, a variety of dishes as well as reasonable prices
Besides, the restaurant area is spacious, bright, fully equipped with modern amenities that create a comfortable feeling for customers In particular, with a team of young, dynamic restaurant staff as well as ready to improvise situations when guests encounter any problems in order to create all conditions for guests to feel as satisfied as possible when served at the restaurant.
During peak season, restaurant facilities and equipment, especially air conditioning and wireless access, often malfunction In addition, cooking utensils such as pots, pans, cutting boards, knives or eating utensils for guests such as plates, cups, spoons, cups, etc are still lacking and not guaranteed In addition, it can be noticed that computers and printers at the cashier counter have slow processing speed, or jams and ink stains when employees print invoices for customers.
Therefore, inappropriate equipment can negatively affect the service quality of the restaurant in particular as well as consumers' perception of the resort's reputation in general In order to maintain its reputation in the eyes of consumers, the resort should focus on balancing investment in facilities, equipment and rearranging everything in the lobby near Nami restaurant.
4.2.2 Staff of Food and Beverage Department at Da Nang Mikazuki
The Food and Beverage area is considered an activity that plays an important and indispensable role in the resort's business Responsible for connecting the resort with customers and serving the dining needs of guests as well as creating a unique mark for the resort to attract and satisfy the culinary needs of guests A detailed description of the Food and Beverage staff is shown in the table in section 3.2.5
At Da Nang Mikazuki Japanese Resort and Spa, there are 11 service staff, including 5 women and 6 men In addition, there are 5 staff with university degrees and 6 staff with college degrees In addition, there are some staff members who are able to speak other languages such as Korean, Chinese and Japanese The human resource allocation of the F&B department is generally reasonable, and the work plans from the resort manager and the food department manager are assigned to personnel for implementation under the supervision of the manager The staff of the Head of F&B Department will take full responsibility for completing all assigned tasks ahead of time.
In addition, the working time of the F&B department is divided into 3 shifts during the day: morning shift: 6am - 3pm, afternoon shift: 1pm - 10pm,evening shift: 9pm - 6pm the next day It is worth noting that restaurant shifts are relatively assigned because employees must always get to work on time. all employees must be at the resort 30 minutes before the start of the shift to change into the restaurant's uniform, attend the shift meeting and avoid making mistakes.
The F&B department at Da Nang Mikazuki Japanese Resort and Spa is rated as good in terms of service attitude and foreign language ability. However, some staffs have graduated with majors related to restaurants, hotels, and those are considered candidates who are fluent not only in professional skills of service staff but also in foreign languages Staff at Nami restaurant will meet the basic expertise such as: the cashier must understand the working processes such as checking customer information ,and the price of each dish For service staff, it is necessary to understand the service process In addition, kitchen staff must know the knowledge of cooking, how to taste spices, recipes and so on.
Up to now, the restaurant has not identified a specific criterion to accurately evaluate the performance of employees Therefore, the resort needs to have a clear employee performance evaluation system in order to improve service quality at the resort's Nami restaurant.
4.3.Evaluation of Food and Beverage Service Quality at Da Nang Mikazuki Japanese Resort and Spa
4.3.1 Situation of guests at Da Nang Mikazuki Japanese Resort and
To evaluate the quality of service of the Food and Beverage staff at DaNang Mikazuki Japanese Resort and Spa, the method of questionnaire survey with a total of 100 survey forms was carried out The period of investigation was conducted in November 2022 that I got from one of my co-workers This survey has been described in the table in section 3.1.5.
Figure 7 : Situation of guests at Da Nang Mikazuki Japanese Resort and Spa
According to the table 4, we can see that the number of females is 20% more than the number of males However, because this amount is insignificant it demonstrates that the resort's guests are evenly split between men and women Next, we can find 60 opinions that came from foreign countries and the rest is in domestics The number of Asian travelers is the largest with 43%, following is the European 30% and American with 27%. This figure indicates that Da Nang Mikazuki Japanese Resort and Spa attracted the most visitors from Asia Their purpose for trip is nearly entirely focused on travel and it reaches 50%.
4.3.2 Evaluation of Facilities of the Food and Beverage Department and Resort
General Evaluation of Service Quality of Food and Beverage Service
According to a questionnaire survey of 100 visitors, customers are likely familiar with the resort's staff Most guests rate the resort as average after using its facilities It can be seen that customer service has the most unsatisfied customers Some staff can only communicate in English, so they cannot fully understand the needs In addition, young staff and fresh graduates should be inexperienced in handling customer issues
Because restaurant staff are familiar with the service process and the ability to work quickly, customers are satisfied, there is little dissatisfaction.
The restaurant's menu and dishes lack a variety of Korean dishes, the breakfast buffet and daily menu remains the same every day of the week. Therefore, it is easy for customers to quickly get bored with the dishes and feel the newness in the restaurant's menu compared to other resorts.
F&B staff often have to work hard to welcome guests and serve them quickly, especially in the peak season with many tourists, making consumers unsatisfied The next problem is that the guest check-in time is 3pm while the check-out time is 12pm This makes it take a long time for customers to check in to rest It is this that creates an unsatisfied impression of guests on the service when they just arrived at the resort The final problem is that the rooms in the resort's villa area have air conditioning systems and the network is often faulty Despite the recent refurbishment of facilities, Mikazuki's customers are still affected by some broken equipment
According to visitors' comments, in general they feel comfortable and safe when staying at the resort, however, the staff and equipment need to be upgraded to better serve them.
DIFFICULTIES AND SOLUTIONS
Difficulties
Beside the strong points, the quality of service at Da Nang Mikazuki Japanese Resort and Spa still exists a few limitations:
• During the peak season, the service process takes place slowly leading to customers waiting a long time.
• Some equipment is missing or isn't being used effectively.
• When guests finished eating out of the restaurant, the restaurant staff rarely said thank you for using the restaurant's services as well as inquired about the customer's satisfaction about the quality of the dishes that were suitable for the guests' taste Thus, the restaurant has not created an attraction in the hearts of tourists.
• The staff in the resort and the Food and Beverage department are young because the resort is new, all the staff recruited are very young, most of them are fresh graduates with training in tourism and other industries such as accounting, business administration, clerical Although they are very dynamic and enthusiastic, they still lack experience in the process of serving guests. This is a big challenge for the hotel because the staff's experience will determine a lot to attract guests So it is necessary to train and improve the qualifications of human resources Consequently, it is necessary to train and improve the qualifications of human resources.
• However, rapidly improving the quality of F&B staff also an important task, with that to avoid new employees and retraining will take a lot of time and effort.
• The quality of facilities must always be improved and advanced, thus attracting tourists and making an impression on them
Solutions
Those who’ve never worked in the hotel service industry may believe that to bring in more customers it’s enough to offer low prices In reality, things aren’t that simple This part shows strategic approaches to bring in more customers.
5.2.1 Enhancing the professional capacity of staff
In the hospitality industry,products are services Customers' perception of good service quality depends on the qualifications and capability of the staff Customers buy a restaurant's products to use and receive service. Customers often look at the service style of the waiter or waitress to get a feel for the service quality of the restaurant Therefore, ti is necessary to improve professional qualifications and have agood attitude towards customers.
The quality of the food is the first important factor ni evaluating the quality of the restaurant's products The kitchen staff is responsible for the quality of each dish, so they need to:
The kitchen staff is always on their toes creating and recreating enjoyable meals for customers The breakfast buffet must be regularlychanged
The restaurant needs ot have a policy for kitchen staff to learn more.Regularly exchanging, improving skills and guiding staff in the kitchen process will contribute to promoting better working efficiency for the restaurant's kitchen area, especially during peak periods In addition,restaurants should organize training sessions, provide new knowledge and skills for chefs, optimize work, and train their ability to handle situations that arise quickly.
Chefs with experience are in charge of checking imported ingredients to guarantee that only the safest, highest-quality ingredientsare chosen.
It is necessary ot universalize foreign languages, in addition to English, restaurant staff also need to learn a second foreign language such as Korean or Japanese This is because the number of Korean customers coming to the restaurant is very high, the number of staff who can speak Korean is too low. Therefore, it is necessary to improve Korean for the F&B department so that employees can understand the psychology and taste of consumers when they finish enjoying the food at the restaurant If this can be done, the quality of the restaurant will be greatly improved through the foreign language proficiency of the staff and the professionalism in the customer service process at Nami restaurant.
Strengthen professional training, especially with the young workforce with low skills and lack of practical experience.
The manager needs to guide the staff to perform the work according to the job assignment and serve the guests in accordance with the service quality standards of the restaurant.
The number of guests in the peak months is very crowded, while the number of staff serving at the restaurant is limited Therefore, in peak seasons, the restaurant should hire more part-time staff to support the F&B department In addition, when the number of customers is large, employees need to focus on work, be more careful in customer service stages and check invoices carefully before printing and giving to customers for payment.
Invest more in training for management staff with advanced contents and programs according to international standards.
Guide training in spirit, attitude, behavioral culture,and communicationskills to ensure standards ofserving domestic and international guests.
5.2.2 Improving and Exquipping new restaurant facilities
To improve the quality of food service, restaurants need to upgrade their facilities to suit new trends:
Equipment such as electric stove at counters 3 and 4, a large pot of boiling water at counter 7, and guests' eating utensils such as: cups, plates, drinking glasses, spoons need to be supplemented and designed more beautifully
LED lights and air conditioners need to be checked, repaired and replaced on a daily basis The restaurant should repair the air conditioning system to prevent water from falling on guests' tables and making guests feel uncomfortable when the restaurant is too cold
Nami restaurant should install 2 more computers at the cashier counter to make it easier to print invoices and check customer information quickly.
Some ornamental plants ni the restaurant must be watered regularlyand cleaned Glass doors, table legs, and chair legs are regularly cleaned ot avoid dust Wood floors show signs of soil accumulation, so they need to be scrubbed twice a month.
Nami restaurant should often innovate on the layout of the space to create a new feeling Creativity and imagination will keep customerscoming back for more.
For food and beverage service, the F&B Department must ensure to provide high quality products to customers because they are those with higher payment capacity than normal Therefore, the demand for quality products that they spend money on buying their tour must be very perfect
The restaurantneeds to build a richer menu for customers to choose from. There should be specialties, vegetarian anddietdishes,etc., on the menu.The menu should be constantly changed, in addition to paying attention to collecting unique dishes to serve a large number of customers
The number of customers of Nami restaurant is mostly foreign guests, especially Korean customers Therefore, the restaurant's menu should be more diverse than Korean dishes For example, we can add typical Korean dishes like: Bimbimbap, Hobakjuk, Naengmyoen, samgyetang, soondubu jjigae, Hobak tteok and so on.
For the drink menu, the restaurant needs more cocktails This makes it more diverse and attractive The restaurant has more Korean drinks such as: Beakseju, Bokbunjaju, Omija tea, banana milk and so forth
The way the food and drink is arranged is also extremely important In particular, Vietnamese specialties must be decorated in a way that evokes a rich imagination with vivid images that make the dish attractive.
CONCLUSION AND SUGGESTIONS
Conclusion
Da Nang Mikazuki Japanese Resort and Spa Hotel is one of the 5-star resorts that offers tourists a variety of attractive services as well as imbued with Japanese cultural identity Although the establishment is not long, in recent years the resort has always created a good position in the tourism market in Da Nang city.
Based on the above analysis, we can see that Da Nang Mikazuki Japanese Resort and Spa has also been holding itself a relatively good number of tourists Beside that, Da Nang Mikazuki Japanese Resort and Spa ‘s resort service is of good quality, satisfying much of the customers' demands and desires At the same time, the existing level of serving staff capabilities, the range of dishes, services, and so on are all limited That has significantly impacted the resort's credibility To serve customers better, the food and beverage department is always interested and focused on investment. Employees must have a high degree of competence and be self-taught, as well as be able to engage with and persuade clients to receive customer satisfaction and comfort, so they will choose where to come back in the next time Hence,there are also some weaknesses that resorts need to modify and come up with better business strategies to serve customers Through working time at the resort, I had made a survey with the theme "An Investigation into the RealSituation and Some Solutions for Enhancing the Quality of the Food andBeverage Service at Da Nang Mikazuki Japanese Resort and Spa" Although I have tried my best to make this case study, I cannot avoid mistakes I sincerely hope to receive sympathy, suggestions and instructions of the teachers in the Faculty of English.
In conclusion, I would like to express my deep gratitude to my supervisor,
Mr Phan Thi Le Huyen, who had helped and guided me enthusiastically, so that I could finish this graduation paper.
I would like to thank the Manager of the Food and Beverage , Ms HuynhHien , who has directly guided me throughout the past 6 weeks He patiently taught me from the smallest things and always gave me the most sincere advice I want to thank Mikazuki Japanese Resort & Spa, where I met good friends, seniors who gave me the knowledge and experience I always cherish.
Suggestions
6.2.1 Suggestions for Mikazuki Japanese Resort & Spa
It is a great honor to be selected for Mikazuki Japanese Resort & Spa. Thanks to the enthusiastic help of the directors, managers and all the staffs of Mikazuki Japanese Resort & Spa, I have successfully completed my internship time During my internship at Mikazuki Japanese Resort & Spa, I observed and learned ceaselessly Besides getting valuable experiences, I realized that the resort should pay attention to the following points:
Firstly, although it is right in the heart of Danang city the number of tourists coming here is not large I think the hotel needs to expand the market, continuously promote marketing and advertising activities to attract tourists to the resort.
Secondly, the number of employees of the company is short; the job is too much So, I suggest the resort should recruit more personnel that especially food and beverage staff
Thirdly, the resort should organize professional training courses for the food and beverage staff such as communication skills, sales skills Besides,the restaurant staff must be fluent in foreign languages, at least two languages
(Korean or Japanese) or more, and office computer It is necessary to organize courses for staff to learn more languages Moreover, the resort should organize meetings to remind and discuss the working attitude of the food and beverage staff It is necessary to directly help employees perform better jobs, especially when employees cannot meet new jobs
Finally, the resort should organize many group activities for employees to enhance the solidarity between employees and promote motivation to improve the quality of work
6.2.2 Suggestions for the Faculty of English and Duy Tan University
After completing the internship and completing the thesis, I have some suggestions for the Faculty of English Department and Duy Tan University and hope that these suggestions will be helpful.
First, during the internship, I found that the learned knowledge is very necessary for my job, but compared to the reality of the profession, there is still a lot of shortage There is some knowledge that I cannot learn in school, so I am still confused when doing my homework Therefore, the Department must create conditions for students to participate more practically to have more solid knowledge.
Secondly, the Faculty needs to establish more relationships with tourism businesses so that students can meet and practice in the business.
Thirdly, I think the Internship training period is short so we haven't practiced much yet The Faculty of English Department needs to prolong the practice time In my opinion, the internship period should be from 2 months to 3 months so that students have enough time to study, gain experience and hone the necessary skills such as communication skills, narrative skills, and so on.
And finally, I hope the Faculty of English - Duy Tan University that can cooperate with many organizations and companies applying foreign languages, especially English at work Therefore, students have more opportunities to choose internship sites and get chances to practice the language they have learned at school.
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[2] John R Walker & Josielyn T Walker – Tourism- Concepts and Practices
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[4] Characteristics of the Hotel Industry Retrieved from http://hotelierlife.com/what-are-the-characteristics-of-the-tourism-and- hospitality-industry/
[5] Tổng cục du lịch Việt Nam Retrieved from http://vietnamtourism.gov.vn https://smallbusiness.chron.com/roles-functions-restaurant-71240.html
[6] https://www.hoteljob.vn/tin-tuc/dac-diem-vai-tro-va-chuc-nang-cua-nha- hang-trong-khach-san
[7] Da Nang Mikazuki Japanese Resort and Spa from https://mikazuki.com.vn/
[8] https://restaurantengine.com/10-factors-that-affect-your-restaurant-profit/ https://vdosoftware.vn/kinh-doanh-nha-hang.html
[9] https://posapp.vn/16-cach-marketing-hieu-qua-cho-quan-nha-hang https:// getsling.com/blog/types-of-restaurants/
[10] http://chuyendetotnghiep.net/mau-chuyen-de-tot-nghiep-nha-hang- khach-san/
We wish you all best wishes on your holiday in Da Nang Mikazuki Japanese Resort and Spa We should be deeply grateful when you stick in this page Your opinion will help us with useful information to do our research and to draw measure in upgrading the resort and providing you with better service Thank you very much for your help!
Based on your experiences as a customer of Da Nang Mikazuki Japanese Resort and Spa, please put a tick (√) in a box.
How many times have you previously stayed at Da Nang Mikazuki
2 You know thanks Da Nang Mikazuki Japanese Resort and Spa to
3 Your first impression when you come to the Da Nang Mikazuki Japanese Resort and Spa
4 If you have chance to use Food and Beverage department at Da Nang Mikazuki Japanese Resort and Spa ,please tick in the box that you satisfied according to satisfaction level
Satisfaction level of the quality of
Warm greeting at Food and
Staffs: a Serving attitude b Foreign languages
5 Which things is the resort satisfy you most during you stayed at resort ?
The friendly and enthusiastic staff
6 To enhance the quality of services, in your opinion, what should we do?
Adding services such as: food, gym,
7 If you want to visit somewhere in Da Nang city , you will ask:
8 If you have a chance to come back to Da Nang city, will you stay again at Da Nang Mikazuki Japanese Resort and Spa?
9 Customer suggestions towards service quality of the food and beverage staff at Da Nang Mikazuki Japanese Resort and Spa (e.g. compliment, complaint)
Thank for your kind cooperation!