First of all, I would like to express my deep and sincere thanks to Hilton environment, helping me to broaden my horizons and foster more professional Danang Hotel for giving me the opportunity to collaborate in a positive knowledge. I would also like to thank the manager and colleagues who wholeheartedly helped and supported me during my work here. Besides, I am extremely grateful to Duy Tan University, the teachers in the English department have arranged their time and created all ideal conditions, giving me valuable lessons so that I can finish my thesis on time term. Finally, I would like to express my gratitude to Ms. Thai Trinh Thao Nguyen, who guided, supported, instructed and answered my questions wholeheartedly so that I could complete my thesis successfully the best. With the limited time and experience of a student, my thesis cannot avoid errors. I look forward to receiving the guidance and comments of the teachers so that I have more opportunities to improve my awareness. I am grateful to all of you. Best wishes for health and success to everyone Yours sincerely
INTRODUCTION
Aims and Objectives
This graduation report reflects my ability during my four years studying here During that precious time, I was able to receive the extremely dedicated help and guidance of teachers, professors, and classmates at Duy Tan University.
This thesis helps readers have an overall and detailed view of the current state of service quality at the F&B department at the Hilton Danang, thereby offering solutions to improve service quality here.
The objective of this thesis is to survey the current status of service quality at the F&B department of the Hilton hotel so that readers can see the advantages or limitations of the hotel in service provision.
Based on the analysis and assessment of the current service situation, I realized the advantages and limitations of the hotel, thereby proposing the most appropriate direction and solutions to improve the service quality of theF&B department at the Hilton Danang Hotel.
Scope of the study
This study focuses on the current situation of Hilton Danang hotels.This study analyzes and evaluates the Food and Beverage department to find out the advantages and disadvantages of this department at the hotel to offer some solutions to improve the service quality at the F&B department.
Method of the study
After synthesizing all customer information from the questionnaire, I conduct data analysis and evaluation.
Organization of the study
This study is organized into 6 parts:
This part expresses the rationale for choosing the topic, the aims and objectives of the study, the scope of the study, the method of study, and the organization of the study.
In the first chapter, the different definitions about hotel that are closely related to each item of this study.
This chapter presents an overview of the Hilton Hotel, its organizational structure, and the activities of the F&B department.
Chapter 5: Difficulties and Suggested Solutions
THEORETICAL BACKGROUND
An Overview of Hospitality Industry
Each country has different views on the definition of a hotel, which are based on the conditions and development level of the country's hotel business. According to Morcel Gotie, a researcher on tourism and hotels, a hotel is a temporary accommodation for tourists Along with bedrooms, there are restaurants of many different types".
According to Circular No 01/202/TT-TCDL dated 4/2001 of the Vietnam National Administration of Tourism on guiding the implementation of Decree No 39/2000/ND-CP of the Government on tourist accommodation establishments, The hotel is an independently built research project with a size of 10 bedrooms or more, ensuring the quality of facilities, equipment, and necessary services to serve tourists.
In addition to meeting the needs of accommodation and food services, hotels also provide other services, depending on the capabilities and requirements of customers, such as relaxation, meeting, and entertainment needs; beauty; sports these services are increasingly rich and diverse.
To meet the needs of the target audience for tourism purposes, the hotel system has formed and developed many different types Currently, in the world and in our country, hotels are classified according to the following criteria mainly the following:
2.1.2.1 Classification according to the "star" standard
One star: 100% of the rooms have bathrooms, televisions, fans,shampoos, etc., with daily housekeeping.
Two stars: There is buffet breakfast, internet, and bedside reading lights Hygiene tools such as toothpaste, brushes, a shaver, etc.
Three stars: 24/7 phone reception; staff that knows foreign languages; and services available upon request.
Four stars: mini bar, beverage service, bathrobes on request.
Five stars: The type of service in a 5-star hotel is very high-class, including luggage storage staff, welcoming visitors with flowers and gifts, beverage service
2.1.2.2 Classification on the basis of the Hotel Scale
Small-scale hotel: From 10 to 49 bedrooms, it only provides accommodation services, not other services.
Medium-sized hotels: With sizes from 50 rooms to 100 rooms, they provide most of the services for guests, such as accommodation, meals, and some other ancillary services.
Large-scale hotels: Usually with a size of 100 bedrooms or more, they provide a full range of services for guests, often equipped with luxurious and modern furniture.
2.1.2.3 Classification based on geographical location:
City hotel: a hotel built in the city center to serve guests for the purpose of business or conferences.
Airport hotels are built near major international airports The target audience of this hotel is business people staying in town for 1 to 2 days or less.
A resort hotel is built in a natural setting, such as one with a view of the sea or the mountains.
Urban hotels are built on the periphery of the city or in urban centers. The object of service is usually weekend guests, business guests, or guests visiting relatives.
Roadside hotel: a building built on the side of roads, highways, or highways to serve guests traveling on national highways using automobiles, such as motels.
2.1.2.4 Classification on the basis of Ownership and Management
Private hotel: It is a hotel which has a property investor, an individual or a limited company.
State hotel: It is a hotel which has investment capital of the state By an organization or a state - owned company responsible for operating and managing.
Investment hotel: It is a hotel which has two or more investors to put money in order to build and provide the facilities and construction for hotel.
An Overview of the Hotel Business
“Hotel business” is a business activity providing accommodation, catering and additional services to meet food and recreation demand of customers at places of interest for profit.
Therefore, we can understand that hotel business in tourism is the general business and supplying many main services such as: staying business, food business in order to respond general of guest when they go on a trip. These activities contribute to benefit the hotels.
Hotel Characteristics Hotels are the principal place of business for the hospitality industry, which has a fresh atmosphere and distinct characteristics. Its primary objectives are to provide food, beverages, accommodations, and basic amenities during the stay of visitors for their comfort and convenience. The characteristics of modern hotels are as follows:
Clean and comfortable rooms belong with bathrooms, a toilet, and full equipment with necessary supplies.
Restaurants or food and beverage service outlets with various cuisines and bars
As indicated in the rating, the hotel's swimming pool, sky bar, sauna, and massage and sports facilities are available here on demand for the health and entertainment of the guests.
Business center, sales, and networking facilities through various information technologies.
Lobby and front desk reception, reservations, a cash counter, and safety locker facilities are available 24 hours a day.
Top management of the security and protection, and 24 hour maintenance facilities.
Accounts department for banking works and overall activities of bank accountancy
Clinic facilities with qualified doctors and necessary supplies
Hotel business products are depending on customer needs; however, there are 3 main types of hotel business, they are accommodation business, catering business, and additional services business.
The accommodation business in the hotel business is the most basic activity It provides rooms for clients that have been equipped with standard facilities to make a profit while they use the service at the hotel.
The catering business is the process of selling food and offering other services related to food to satisfy customers at restaurants or hotels for for- profit purposes.
Additional services business providing services different from the two above These services satisfy more needs of customers and add more products for the hotel According to the different needs of guests, there are two kinds of facilities:
• For basic demands: laundry, telephone, transfer, …
• For special demands: souvenir, spa, casino, golf, swimming, gym, …
An Overview of the Food and Beverage Department
F&B (Food and Beverage Service) is the restaurant and beverage department in the hotel, responsible for providing food and drinks to diners and all employees working at the hotel (especially at four- and five-star hotels) and providing services for organizing birthday parties, weddings,conference buffets, year-end parties, etc.
The size of the F&B will depend on the size of the hotel and the number of guests staying daily For each hotel, F&B plays an important role in bringing in revenue and promoting the brand.
The function of the F&B department is to do business in catering to increase sales for the hotel and to be the link between the hotel and the guests through daily catering to perform the function of product consumption This is the division of production, consumption, and organization of catering services such as breakfast, lunch, dinner, buffet, conference, seminar, and all kinds of wedding parties, asking when guests have requests along with otherDrinks are rich and diverse, from preparation to presentation, to suit the needs and preferences of guests, creating a comfortable, civilized, and polite atmosphere for guests to comfortably enjoy the food.
2.3.3 The organizational structure of F&B Department
Banquet Waiter/Waitre ssRoom Service
Figure 1: The organizational structure of F&B Department
CASE DESCRIPTION
An overview of the Hilton Hotel
Email : daddv_hotel@hilton.com
Website: http://www.hiltondanang.hilton.com
Facebook: https://www.facebook.com/HiltonDaNang/
Located right in the city center with modern facilities and high-class service, the Hilton Da Nang hotel is a perfect choice for travelers.
Located right next to the Han River Swing Bridge and on the vibrant Bach Dang Street, it is just 5 minutes from Da Nang Beach and a 10-minute drive from Da Nang International Airport.
The Hilton Hotel consists of 28 floors and 223 stylish rooms with panoramic views of the romantic Han River, Vietnamese-style decor, and modern in-room amenities The hotel has careful service, modern rooms, and a spacious complex with a high-class restaurant and luxury bar.
Accommodation
The room system at the Hilton hotel is divided into four types: guest rooms, suites rooms, executive rooms, and accessible rooms, all with modern, comfortable, and luxurious equipment and a guaranteed cool and comfortable view of the river The provides a full range of equipment to serve the needs of customers.
King guest room river view
Han River view, 43-inch HDTV, chaise lounge, bathtub and shower
Located through 5th - 12th floor, the guest rooms offer beautiful views of Han River Comfortably appointed with the Vietnamese-inspired décor, the guest room features a king-sized bed.
Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar,WiFi access (fees apply), and a digital alarm clock Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well a free-standing bathtub.
King guest room ocean view
High floor, ocean and Han River views, 43-inch HDTV, chaise lounge, bathtub and shower
Located through 13th - 19th floor, the guest rooms offer stunning ocean and river views Comfortably appointed with the Vietnamese-inspired décor, the guest room features a king-sized bed.
Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar, WiFi access (fees apply), and a digital alarm clock Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well a free-standing bathtub.
Twin guest room ocean view
High floor, ocean and Han River views, 43-inch HDTV, chaise lounge, bathtub and shower
Located through 13th - 19th floors, the guest rooms offer stunning ocean and river views Comfortably appointed with the Vietnamese-inspired décor, the guest room features twin beds.
Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar, WiFi access (fees apply), and a digital alarm clock Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well a free-standing bathtub.
King guest room ocean view high floor
Higher floors, ocean and Han River views, 43-inch HDTV, chaise lounge, bathtub and shower
Located through 20th - 24th floor, the guest rooms offer spectacular ocean and river views Comfortably appointed with the Vietnamese-inspired décor, the guest room features a king-sized bed.
Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar, WiFi access (fees apply), and a digital alarm clock Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well as a free-standing bathtub.
Twin guest room ocean view high floor
Higher floors, ocean and Han River views, 43-inch HDTV, chaise lounge, bathtub, and shower
Located through 20th - 24th floor, the guest rooms offer spectacular ocean and river views Comfortably appointed with the Vietnamese-inspired décor, the guest room features twin beds.
Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar, WiFi access (fees apply), and a digital alarm clock Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well a free-standing bathtub.
Twin guest room river view
Stylish room with river view, separate bathtub and walk-in shower
Enjoy your stay in this stylish guest room with twin beds Catch up on work at the desk and stay connected with WiFi (fees apply) Refresh in the bathroom with a separate bathtub and walk-in shower.
Other amenities include a mini bar, laptop safe, and air-conditioning. Special touches include bathrobe, slippers, and complimentary mineral water.
King one bedroom suites ocean view
60 sq m/646 sq ft., high floor, ocean/river views, Executive Lounge access, espresso machine
Admire views of the ocean and river from this stylish one-bedroom suite located through 13th - 25th floor During your stay enjoy access to the Executive
Lounge, offering complimentary continental breakfast and evening refreshments.
This suite boasts a king bed, a separate living area with chaise lounge, sofa, and a walk-in closet The spacious bathroom features a rain shower as well a free-standing bathtub A well-appointed working desk and WiFi access (fees apply) cover all your business needs The room also includes an in room espresso machine.
King executive room ocean view
Top premium floors, exclusive Executive Lounge access, ocean and Han River views
Located through 25th - 27th floor, this executive room offers spectacular ocean and river views Comfortably appointed with the Vietnamese-inspired décor, the guest room features a king-sized bed.
Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar, WiFi access (fees apply), digital alarm clock, and in-room espresso machine. Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well as a free-standing bathtub.
Enjoy exclusive access to Executive Lounge offering complimentary continental breakfast and evening refreshments.
Top premium floors, exclusive Executive Lounge access, ocean andHan River views
Located from 25th - 27th floor, this executive room offers spectacular ocean and river views with Comfortably appointed with the Vietnamese- inspired décor, the guest room features twin beds Modern comforts include a 43-inch HDTV, a chaise lounge, mini-bar, WiFi access (fees apply), digital alarm clock, and in-room espresso machine Elegantly divided from the bedroom, the bathroom features spacious and creative designs including a rain shower as well a free-standing bathtub.
Enjoy exclusive access to Executive Lounge offering complimentary breakfast and evening refreshments
Wheelchair accessible, roll-in shower, 43-inch HDTV, bathtub and shower, WiFi, laptop safe
This mobility accessible room features one king size bed and a roll-in shower Catch up on work at the desk and stay connected with WiFi (fees apply) Refresh in the bathroom with a separate bathtub and shower.
Other amenities include a mini bar, laptop safe, and air-conditioning.Special touches include bathrobe, slippers, and complimentary mineral water.
Dining and drinks
Brasserie Nam serves Asian and Western dishes for breakfast, lunch, and dinner, while Café Viet offers light meals and afternoon tea You should try the Mediterranean-inspired flavors with panoramic views from the 28th floor at The Sail.
Contemporary design, both indoor and outdoor settings Brasserie Nam showcases a wide variety of Vietnamese, Asian and Western specialties.Centralized open kitchen with a-la-minute preparations and fresh ingredients
Whether for a leisurely breakfast, lunch or dinner Brasserie Nam provides guests with excellent cuisine, atmosphere and service as well a great place for family and social gatherings.
Parisian inspired Café Viet is a comfortable space to lounge and relax throughout the day The venue offers a selection of fresh local delicacies, Vietnamese cuisine with a modern twist from banh mi, sandwiches to pastries as well as a variety of beverages Afternoon tea is a must when visiting the hotel, created with local flavors and classic selections.
Located on the 28th floor this world-class venue offers both restaurant, lounge and bar space Relax and dine in style from a range of local and Mediterranean inspired bites and snacks, as well the classic Grill options from the A la carte menu 280º panoramic views allow guests to observe the energetic nightlife of Da Nang from above, a destination that’s a must when visiting the city.
Hilton hotel’s opeation system
Figure 2: Organization diagram at the Hilton hotel
3.5.2 Functions and tasks of each department at the Hilton hotel
In companies, we define the functions and responsibilities of each department This is very important to ensure consistency, smoothness, rhythm, and overlapping to increase business efficiency.
- The general manager is responsible for managing the operations team and the overall goals of the hotel to deliver a great guest experience while ensuring revenue and profitability for the hotel.
- Performing all work in the human resource management process of the enterprise.
- Performing the office administration of the business.
- Managing human resources under the direction of the leader.
The front office manager is responsible for overseeing all front desk staff to ensure the department's duties are properly accomplished Their specific job is directing and coordinating front desk activities such as booking, customer service, etc., and preparing monthly reports and budgets for the front desk department.
This is the part responsible for making payments to the workers’ company members, with the following main functions:
- Organizing the company's financial and accounting work to follow and record business targets in accordance with account and accounting system targets Tracking and reflecting the use of capital and assets in the enterprise.
- Implementing a periodic reporting regime; promptly reflecting changes so leaders have measures to handle them.
- Monitoring the market, gathering data, reporting on it, and making recommendations to business leaders as soon as possible.
- Implementing a reporting regime and promptly reflecting changes so that leaders can take appropriate action.
- Explaining data to management and provide records.
- A summary of receivables and payables to suppliers and customers
- Managing and storing the company's accounting documents and financial data.
- Handling the entire finance and accounting segment of the branch.
- The Executive Housekeeper is the head of the housekeeping department, responsible for supervising and managing the daily activities of the department to ensure that the room is cleaned before welcoming guests.
- The housekeeper is in charge of cleaning the rooms and making sure they are clean before, during, and after guests' stays.
- A laundry attendant is responsible for providing a constant source of clean towels for the entire hotel They are also responsible for cleaning guests' personal belongings when the hotel provides laundry service.
- The F&B manager is in charge of the resort's restaurant department.Their job is to forecast, plan, and control food and beverage orders here They are also responsible for financial management related to the entire process of purchasing food and beverages for the resort.
- The Executive Chef is the head of the kitchen department in the resort and is responsible for operating and supervising all activities of the department to ensure food quality, food hygiene, and food safety, and to maintain food costs at a standard level.
- A cook assistant is responsible for assisting chefs with tasks such as ensuring food supplies, handling leftovers, preparing ingredients, testing new recipes, and cleaning utensils and kitchen space.
In addition, there are a number of other positions such as waitress, hostess, food runner, bartender, and barista.
- The Sales and Marketing Manager is responsible for maximizing resort revenue by developing sales and marketing plans to increase resort occupancy.
- The marketer is responsible for developing advertising and promotion programs for the hotel Their goal is to attract potential customers to the hotel.
- Sales executives are responsible for finding customers to sell hotel products and services In the hospitality industry, salespeople are divided into several categories depending on the customers they deal with or the products they sell.
ANALYSIS AND EVALUATION
Business situation at Hilton hotel from 2019 to 2021
4.1.1 Number of tourists to Hilton Danang from 2019 to 2021
Table 1: Number of tourists to Hilton Danang from 2019 to 2021
Through the statistics table of the total number of tourists to the Hilton Danang Hotel from 2019 to 2021 We can see that in 2019, the total number of tourists reached 31595, although the hotel just opened in December 2018, in which Asian guests accounted for the majority of total visitors, with 20632 guests accounting for 65.3%, mainly visitors from Korea, China, and a few domestic visitors In second place are tourists from Europe (UK, USA, etc.), accounting for 24.7% over 100%, with a total of 7804 people In addition, about 10% are other visitors, with 3159 people out of 31595 visitors In 2020, arrivals would still be mainly from Asia, then Europe, and finally the other visistors, but there has been a slight decreased in number; in 2019, the total number of tourists was 31595 In 2020, the total number of visitors decreased to 30960 In 2020, the number of Asian visitors accounted for 67.25%.Compared to Asian visitors, the number of European visitors is only 7121, accounting for 23% in 2020 In 2020, other visitors (Americas, Africa) accounted for only 3018 people out of a total of 30960 people (9.75%) In
2021, the total number of tourists drops sharply to 20798 people, but Asian tourists accounted for 70.35% of the total with 14631 people, followed by European visitors with 4410 people (21.2%), and the rest are other visitors with 8.45% The cause of this sharp decline is the outbreak of the COVID-19 epidemic in early 2020 and the worst in mid-2021, causing all activities to be halted and the tourism industry to be hardest hit.
4.1.2 Number of tourists using Food and Beverage service at the hotel from 2019 to 2021
Table 2: Number of tourists using Food and Beverage service at the hotel from 2019 to 2021
The statistics in Table 2 show that the total number of guests who used food service at Hilton Da Nang in 2019 accounted for 25548 guests, mainlyAsian guests, with 15655 guests accounting for about 61.28% of the total number of guests This is a pretty big number In second place are European tourists, accounting for 30.46% of the total 7,783 service users; the rest are other guests, with 2110 visitors, accounting for 8.26% of the total In 2020,the total number of visitors using the service decreased to 24896, of whichAsian tourists still made up the majority with 15,480 turns, accounting for about 62.18% Followed by European visitors with 6872 arrivals, accounting
In 2021, the number of guests using the service will decrease sharply to only
13468, but Asian guests still dominate the level of service use at the hotel: about 8201 guests, accounting for 60.89%; 3947 arrivals were European guests, accounting for about 29.31%; the rest were other guests, with a total of 1320, accounting for only 9.8% Here, the dishes and drinks are inspired by many different regions in the world, including Asian and European dishes, ensuring they serve and meet the needs of domestic and foreign tourists.
The number of customers using the service has decreased slightly each year due to the impact of the COVID epidemic, but the service quality is still guaranteed in the best way possible.
Analysis of customer reviews at the F&B department
4.2.1 Overview of staff at Food and Beverage department
Table 3: Staff's gender at the Food and Beverage departmenrt
Through Table 2, we see that the total number of employees in the F&B department is 35, of which 25 are male employees and 10 are female employees.
4.2.1.2 Number of years of employee experience
Table 4: Number of years of employee experience
Total staff Number of years of experience Quantity
From Table 4, we can see that the personnel in the F&B department are all experienced people, namely those with less than 1 year of experience. There are about 15 people out of 35 employees One to three years of experience accounts for about 13 people, and three to five years of experience accounts for 7 people Thereby, we can comment that the staff in this department are mostly experienced people, of whom the majority have from 1 to 3 years of experience.
4.2.1.3 Staff’s age at the F&B department
Table 5: Staff’s age at the F&B department
The statistics in the above table show that the main age range of employees in the F&B department ranges from 20 years old to over 50 years old; employees aged 20 to 35 years old account for 13 out of 35 people and there are about 16 people between the ages of 36 and 50 and 6 employees over the age of 50 It can be seen that employees aged 20–50 make up the majority.
According to the statistics in the table above, we can see that most of the staff here are at the college, university, and graduate levels Specifically, the university level has about 18 employees, accounting for the majority of the total number of employees; the college level has about 12 employees; and finally, there are 5 employees with graduate degrees such as master's degrees. Staff qualifications are assessed through the curriculum; at the F&B department, most of the staff have college degrees or higher, so the quality of the staff is also quite good.
To assess the service quality of F&B staff at Hilton Danang, I used a questionnaire survey method with a total of 150 international customers who have used the service at the hotel The investigation is presented as follows:
Table 7: Customer information surveyed at the Hilton hotel
Through the customer information panel surveyed at Hilton, we can see that the majority of surveyed customers are men, with 98 people accounting for 65.3%, and 52 people surveyed are women, accounting for 34.7%. Surveyed customers are 100% foreigners, with 150 people Surveyed guests are mainly guests staying for business purposes, accounting for about 45.3% of the total, with 68 people and about 77 guests going for sightseeing and relaxation purposes The rest are guests who go for other purposes, such as visiting relatives, accounting for about 3.4% The age of customers that I choose to survey is very diverse; from 18 to 30 years old, there are 50 people, accounting for 15.3%; the age group from 30 to 55 is the largest with 124 people, accounting for 82.7% because these are customers with good income or more The remaining customers are over 55 years old, with three people
4.2.3 Reviews of customers about F&B staff at the Hilton Danang Hotel 4.2.3.1 Customer Evaluation of the F&B Department's Facilities and Equipment at the Hilton DaNang Hotel
Table 8: Customer reviews about the facilities and equipment of the F&B department at the Hilton hotel
Very satisfied Satisfied Dissatisfied Total
0 0% The Hilton Danang Hotel was opened in December 2018, so the equipment and facilities are quite new and modern Hilton is quite an old and famous corporation in the hotel business The Hilton Danang is a 5-star hotel, so the facilities are very luxurious and of high quality The hotel regularly refreshes equipment for each department, including the F&B department. Through a survey of customers who have used the service here, about 56.7% of customers are very satisfied, and 43.3% are satisfied, accounting for about
65 people Not a single customer complains about the quality of the facilities here The hotel is increasingly perfecting and upgrading facilities and equipment to bring the best experience to customers.
4.2.3.2 Guests' evaluation of the staff's foreign language communication skills
Table 9: Guests’ Evaluation of F&B Staff Communication Skills
The data in Table 9 shows that the surveyed guests feel very satisfied with the quick communication ability of the service staff at the Hilton,accounting for about 66.8% About 28.3% of guests feel satisfied with the service employee's communication skills However, 4.9% of customers are not really satisfied; this is not a big number, but it also shows the lack of qualified communication skills among the staff About 35.7% of customers feel very satisfied with the staff's foreign language communication skills; at the satisfaction level, there are 57.5% over 100% of customers; still, 6.8% of customers feel unsatisfied Although the level of customer dissatisfaction is only 6.8%, the service staff at this department also needs to be improved to reach the goal of all customers being satisfied Up to 58.2% of customers are satisfied with the staff's ability to understand customers, and 33.7% feel very satisfied, but 8.1% of guests are not satisfied with this skill of the staff.Therefore, employees in this department need to learn and cultivate more to gain more experience.
4.2.3.3 Guests’ Evaluation of F&B Staff's Serving Attitude
Table 10: Guests’ evaluation of F&B staff's serving attitude
From the information in Table 10, it can be seen that the majority of surveyed customers feel very satisfied with the professional service of the staff, with 68.4% very satisfied and 31.6% satisfied customers No one complains or is unhappy about this This is one of the strengths of hotel staff that needs to be promoted more The polite service attitude of this department's staff also makes guests feel very satisfied and appreciated; up to 75.7% of guests are satisfied with the polite attitude of the staff With the staff's customer service skills, 42.8% of guests feel very satisfied, but 7.1% of customers are not satisfied with this skill, so it needs to be improved to give the best customer satisfaction This may be due to the limited foreign language proficiency of the staff here Although only a few customers feel unsatisfied, it also partly affects the service quality of the F&B department.
So the hotel needs to note this to improve in the future.
4.2.4 Overall assessment of the service quality of the F&B department at the Hilton Danang hotel
Through the process of collecting information, data on the website,references, and the process of surveying customers who have used services atHilton I have an overall view and general assessment of service quality at theF&B department.
The F&B department is one of the most important parts of the hotel, not only helping to bring in great revenue but also being a place to promote the culture and introduce the hotel's brand widely to all customers Besides, if the hotel's F&B department is well organized and operated, this will be leveraged to boost revenue from other services such as meetings, banquets, etc.
Then the quality of service also plays an important part in the development of this department.
In general, the staff in the department are people with college and university degrees, good communication skills in foreign languages,flexibility, and who are well-trained in customer service processes with a professional style However, there are still some shortcomings in the service process that make a small percentage of customers feel unsatisfied.
Strengths
Although only operating for nearly 5 years in Da Nang, Hilton is a corporation with a history of more than 100 years of development and has become one of the largest hotel empires in the world So the quality of the hotel in general as well as each part of the hotel in particular is very good
Restaurants and bars have modern, new and luxurious equipment and facilities.
The quality of food and drinks is good, diverse and rich, suitable for many different types of customers, including European, Asian
Dedicated service staff with professional demeanor
The attitude of the staff is always happy, welcoming and ready to solve the problems that guests ask
Good communication skills, flexibility, especially the ability to communicate in foreign languages (English, Korean )
The service process is quick and complete, minimizing unnecessary steps that waste customers' time
The hotel has young and dynamic staff.
Dress politely, suitable for service work.
Weaknesses
Besides the strengths of the hotel in general and the service staff in particular, there are also some weaknesses that need to be overcome to improve service quality at the F&B department:
A small number of employees are young, so they are not sure of their experience, and sometimes they do not solve the problem in the best way.
Does not meet the small requirements of customers For example,guests may want to add a special spice to their dishes or leave out a seasoning they don't like However, sometimes the waiters ignore or forget this request from the customer, making them feel dissatisfied.
Difficulties
Some of the difficulties that the hotel encounters in the process of doing business are:
The new staff does not have much experience, so it is slow to solve problems or requests from guests.
Customers are mainly foreigners, so it is necessary to recruit staff with good foreign language skills.
Korean guests make up the majority, but the staff knows only limited Korean.
In the process of serving customers, there are small shortcomings such as forgetting the customer's request, ordering the wrong dish, etc.
Between 2021 and 2022, due to the impact of the COVID epidemic, the number of visitors will decrease, reducing revenue.
Solution for F&B Department
To overcome the difficulties that businesses face, I would like to suggest some methods as follows:
Recruiting experienced staff If you do not have experience, you must be trained from the beginning.
Recruiting staff with foreign language skills (English, Korean) and soft skills such as communication skills and handling situations.
Improving employee personality and behavior.
Regularly improving equipment and facilities to ensure quality and good operation.
Building many customer appreciation programs to attract tourists.
Having business strategies for healthy competition with competitors in the market.
Conclusion
The Hilton Danang Hotel is a 5-star hotel that has been operating for nearly 5 years and has a large number of guests, including foreign and domestic guests That's why I chose Hilton Danang as a place to conduct research for your thesis Through the process of investigation, survey, and data collection, I wrote this article to present the current situation, identify strengths and weaknesses, and propose some solutions to improve service quality at the F&B department at the Hilton.
Suggestions
6.2.1 Suggestions for the F&B Department of the Hilton Danang Hotel 6.2.1.1 Improving foreign language skills and soft skills
The hotel's main guests are mainly foreigners, so the hotel focuses on foreign language skills The hotel should:
Recruiting staff with foreign language certificates
Registering for foreign language classes for employees and have a policy of paying half the tuition fee for employees with good results.
Having contact with other hotels to buy and sell employees.
Opening foreign language training classes for employees
Creating the best conditions for employees to participate in the class.
Having a policy of reward and salary increases for employees will motivate them to try to improve their foreign language skills.
Thoroughly training the service process for employees.
Teaching staff how to handle situations when customers complain.
Eating utensils, tables, and chairs must be arranged in a neat and
6.2.1.2 Improving employees' mental and physical well-being
The hotel should have specific policies for increasing salaries and bonuses for employees.
On holidays, employees often have to work overtime; the hotel should have a policy for employees to take days off and reward employees Especially for employees who are far away, the hotel should let them have a longer holiday. The hotel should pay more attention to the spiritual lives of employees, such as visiting family, giving gifts on holidays, avoiding sickness, etc.
The hotel needs to pay attention to and meet the promotion needs of employees
6.2.2 Comments for the Faculty of English Language Duy Tan University
In my opinion, the English Department of Duy Tan University has greatly supported students in the learning process Duy Tan University has the best facilities and lecture halls to support students in studying and practicing, although the school still has some weaknesses that need to be improved:
The school needs to improve the website in more detail and regularly update the announcements on the website so that students can easily find and receive timely information.
The faculty should recommend to the principal that students take more practical subjects on communication in English than theoretical subjects I think this is the key to more effective English practice Students will have a certain amount of confidence when communicating with foreigners.
Duy Tan University should add tourism to the curriculum for English for tourism.
Departments at Duy Tan University need to have more travel programs for students to have the opportunity to practice.
The school should contact more resorts, homestays, and hotels to support schools that are working on internships.
WEBSITES https://hotel.oxu.vn/phan-loai-khach-san/ https://luanvanaz.com/khai-niem-ve-khach-san.html https://www.hilton.com/en/hotels/daddvhi-hilton-da-nang/
Thank you for choosing the Hilton Danang Hotel as your holiday resort I wish you the best experience during your stay at the hotel.
We should be deeply grateful for your responses to the questions on this page Your comments will provide us with useful information to research and come up with some measures to improve the hotel and provide you with better service.
1 How many times have you stayed at the Hilton Da Nang Hotel? The first time The second time More than twice
Male Female Male Female Male Female
2 What is the purpose of your trip?
Leisure travel Tour travel Visit relatives or friends
Male Female Male Female Male Female
Business travel Cultural travel ECO travel
Male Female Male Female Male Female
3 How can you know about the Hilton Da Nang hotel?
Travel agent Friend, Relative Internet
Male Female Male Female Male Female
4 How long did you stay at the hotel?
5 Do you feel comfortable with the Hilton Da Nang Hotel atmosphere?
If no, please let me know the reason:
6 How do you feel about the quality of facilities and equipment at the F&B department?
Male Female Male Female Male Female
7 How do you feel about the communication skills of employees at F&B department?
Criteria Very satisfied Satisfied Dissatisfied Quickly communicate
8 How do you feel about the attitude of the staff at the F&B department?
Very satisfied Satisfied Dissatisfied Professional
9 To improve the service quality of the F&B department, what
10 If you have the opportunity to return to Da Nang, will you use the services of the Hilton hotel again?
………Thank you for your value comment!