Result of F&B business at the restaurant in 2017 –2019
4.1.2 The number of guests at the F&B departmentin in 2017-2019 Period
Table 7 The number of visitors coming to the restaurant in 2017-2019
- Through the data table we can see that the situation of customers coming to the restaurant has changed over the years and is shown as follows:
In 2018, the total number of visitors decreased to 36,050, down from 40,150 in 2017, marking a reduction of 4,100 visitors or 10.21% Domestic tourists plummeted to 18,250 in 2018, a significant drop from 29,200 in 2017, resulting in an absolute decrease of 10,950 visitors, equating to a 37.5% decline Conversely, international tourist arrivals rose to 17,800 in 2018, up from 10,950 in 2017, reflecting an increase of 6,850 visitors, or 62.55%.
- The total number of visitors in 2019 was 38830 arrivals compared to
2018, which was 36050 visitors, an absolute increase of 2780 arrivals, and a relative increase of 7.71% In which, domestic tourists in 2019 were 11105, in
2018 were 18250 visitors, absolute decreased 7145, relative decreased39.15% International tourists in 2019 were 27725 visitors compared to 2018,which was 1,7800 visitors, on average increased by 9925 visitors, in relative increasing 55.76% compared to 2018.
The number of visitors coming to the restaurant in 2017-2019
Table 8 Customer’s rating for F&B facilities
According to table 4.1.3 depicts how guests at the CN Palace Boutique Hotel & Spa feel about the F&B Department As we can see above, there are
Out of 101 guests surveyed, 56 reported being satisfied, while five guests, representing 1.9%, expressed dissatisfaction with the restaurant's facilities The quality of a restaurant's service is significantly influenced by its facilities; modern, comfortable, and aesthetically pleasing environments that prioritize hygiene and safety enhance customer satisfaction Adequate and high-quality facilities also empower service staff to deliver more professional service, further improving the overall guest experience Conversely, inadequate and unhygienic facilities can lead to negative impressions and dissatisfaction among customers.
Customer’s rating for F&B facilities
Table 9 Result of customers’ rating for the F&B staff
Table 4.1.4 reveals that 96 customers are satisfied with the restaurant staff, while 63 have a neutral opinion regarding their attitude However, there is one guest who expressed dissatisfaction, citing the staff's language skills and carelessness in communication as the primary reasons for their negative experience.
To ensure exceptional service, restaurant staff should receive professional training and possess strong foreign language skills Effective communication and adaptability in various situations are essential Additionally, employees must demonstrate a respectful and cheerful demeanor while serving customers, fostering a collaborative spirit in their work.
Result of customers’ rating for the F&B Staff
Table 10 Result of customer’s rating for the F&B Service process
Table 4.1.5 reveals that 106 customers expressed satisfaction with the restaurant staff, while 53 reported feeling neutral about the service attitude However, one guest was dissatisfied due to the poor service process in the restaurant A well-structured service process is essential, as it encompasses the operations and stages that employees must follow to ensure customer satisfaction Effective service processes lead to more professional and efficient staff interactions, minimizing service shortcomings Consequently, it is crucial for businesses to design and manage service processes effectively to mitigate risks that could impact the hotel’s service quality.
INTRODUCTION
Rationale
Tourism has emerged as a vital economic sector globally, with minimal competition within the international tourism landscape Concurrently, the hotel industry is experiencing significant growth alongside the tourism sector.
The hotel industry's food and beverage service plays a crucial role in tourism, significantly impacting both hotel guests and external customers This department enhances the hotel's prestige and charisma while also contributing substantially to its revenue.
Da Nang, renowned as Vietnam's most livable city, offers a wealth of captivating experiences Discover the charm of Da Nang on a budget, immersing yourself in its stunning natural landscapes, vibrant culture, and delectable cuisine These elements combine to create the city's distinct allure, making it a must-visit destination.
As students of the English Tourism department, we are passionate about the Food and Beverage service industry due to its aesthetic appeal and delightful flavors We aim to apply our theoretical knowledge in practical settings while gaining valuable experience and a deeper understanding of this dynamic field.
After six weeks at CN Palace Boutique Hotel & Spa in Danang, I have discovered that it stands out as one of the region's premier hotels The establishment excels in food and beverage services, thanks to its team of celebrity chefs and highly trained staff However, the increasing competition among accommodation providers significantly impacts these services This observation has motivated my research titled, “An Investigation into the Real Situation and Solutions to Improving the Food and Beverage Services at CN Palace Boutique Hotel & Spa.”
Service Quality of Food and Beverage Service Department at CN PalaceBoutique Hotel & Spa”.
Aims and Objectives
The project essentially aims to study the actual situation in a for all intents and purposes big way.
During my internship at CN Palace Boutique Hotel & Spa, I will analyze the food and beverage service department, focusing on its strengths, weaknesses, opportunities, and threats This assessment is crucial for identifying key issues within the department By understanding these challenges, I aim to provide recommendations that will enhance the hotel's operational efficiency.
Scope of the Study
This study examines the current state of the Food and Beverage department at CN Palace Boutique Hotel & Spa, assessing its service quality to identify issues and propose effective solutions.
Method of the study
During the research, we were using some methods such as methods of studying, observing, collecting data from internet, textbook, materials,etc.
Organization of the Study
The graduation paper is organized into five chapter:
Chapter 1: Introduction is the introduction of the graduation paper including rationale, aims and objectives, the scope of the study, the method of study and study organization.
Chapter 2: Theoretical Background about hotel business and Food and Beverage service
Chapter 3: Case description describing the overview of CN Palace Boutique Hotel & Spa and Food and Beverage service at this hotel.
Chapter 4: Analysis and avaluation includes real situation about service quality of Food and Beverage service.
Chapter 5: Difficulties and Solutions to improve the service department of Food and Beverages at CN Palace Boutique Hotel & Spa
Chapter 6: Conclusion and some suggestions to improve the service department of Food and Beverages at CN Palace Boutique Hotel & Spa.
THEORETICAL BACKGROUND
Tourism
The Definition of Tourism varies source by source, person by person. There is no consensus concerning the definition of tourism Nearly every each institution define "Tourism" differently
According to the world tourism organization United Nations World Tourism Organization ( UNWTO ) Definition of Tourism:
Tourism encompasses a variety of activities and services that create a travel experience, including transportation, accommodation, dining, retail, entertainment, and other hospitality offerings for individuals or groups away from home.
Law on Tourism Vietnam 2005 introduced the concept as follows:
"Tourism is the activities related to trips by people outside the residence often to meet the needs of the tour, learn, entertain convalescence in a certain period "[2]
Josep Stander, an Austrian economist, emphasizes that tourists are individuals who seek to experience senior living away from their usual residences, prioritizing leisure and enjoyment over economic motivations.
Tourism activities can be grouped by different groups depending on the criteria given The majority of tourism experts in Vietnam categorize tourism based on the basic criteria mentioned below.
Classification according to the environment natural resources.
Classification by type of accommodation.
+ Traveling in beach or island.
Hotel
According to British Law, a hotel is defined as a venue that offers food and shelter to bona fide travelers who can pay for these services and are in a suitable condition to be accommodated While hotels are obligated to provide lodging, food, and beverages, they reserve the right to refuse service to guests who appear unpresentable, such as those who are intoxicated, disorderly, or unkempt, or who cannot afford to pay.
According to Circular No 01/202/TT-TCDL issued by the General Department of Tourism in Vietnam on April 27, 2001, a hotel is defined as an independent architectural structure comprising at least ten bedrooms This definition emphasizes the importance of maintaining high-quality facilities, equipment, and essential services for travelers.
In recent years, Vietnam's hotel industry has experienced rapid growth, driven by an evolving lifestyle and increasing demand for travel, resort, and entertainment services The benefits of global and regional economic integration have further positioned Vietnam as an attractive destination for international tourism, business seminars, and sports events These elements collectively contribute to the flourishing tourism sector, with the hotel industry playing a crucial role in this development.
The hotel industry is currently grappling with significant challenges stemming from insufficient funding, expertise, and experience in management and administration In the current landscape, Vietnamese hotels are also contending with fierce competition from major global hotel corporations.
The hotel industry focuses on providing accommodation, dining, and various services to fulfill guests' needs for food, leisure, and entertainment at tourist destinations, all aimed at generating profit.
The hotel industry relies heavily on direct labor, as its primary offering is service, which can only be delivered by hotel staff This labor is highly specialized and must accommodate the 24/7 nature of customer demands Consequently, hotel managers face the challenge of balancing high direct labor costs with the need to maintain quality service, while also navigating difficulties in recruitment and effective human resource allocation.
Hotel business requires large amount of capital investmen
The high quality standards for hotel products necessitate superior technical facilities, contributing to the elevated initial investment costs of hotel projects Additionally, factors such as substantial infrastructure expenses and significant land acquisition costs further increase the overall financial requirements for developing luxury hotels.
Hotel business depends on tourism resource on places of interest
The success of a hospitality business hinges on the availability of tourism resources, making tourists the primary market classifier for hotels The appeal and quality of these resources directly influence a hotel's ranking and attractiveness Therefore, thorough research on tourism parameters and the target customer demographic is essential before investing in a hotel This insight informs the technical specifications required for construction and design Additionally, the architectural planning and technical facilities of hotels in tourist destinations play a crucial role in enhancing the value of the surrounding tourism resources.
Hotel business is dependent on tourist resources in tourist attractions
Tourists represent the primary audience for a major hotel, and their influx is significantly influenced by the allure of nearby tourist attractions When tourism resources are concentrated in one location and possess strong appeal, they are more likely to attract visitors, which in turn enhances the hotel's business performance.
The hotel industry significantly influences and is influenced by the tourist resources of a destination The design and technological amenities of hotels can enhance or diminish the perceived value of tourist services in these areas Therefore, it is essential for construction managers to strictly follow the guidelines established in travel planning projects when developing hotels in tourist attractions, resorts, and tourist areas.
Hotel products encompass the range of services and amenities provided to fulfill guest needs during their stay, including accommodations, dining options, and spa services.
2.2.3.2 Products of the hotel product
Hotel and service products include 2 types of main services and additional services:
+ Main service: bedroom services and catering services to meet the essential needs of guests when they stay at hotel.
+ Additional services: Services other than the above two services to satisfy the secondary needs in the time of staying at the hotel.
There are some popular types of hotel products:
Restaurant
The restaurant is a facility that serves dining, relaxation and entertainment for tourists and those with high payment ability with diverse activities and functions.
- Based on the degree of association:
+ Independent restaurant: is a restaurant with its own legal status, is an independent business regardless of hotels or other business establishments, this type of restaurant has an owner in business
+ Dependent restaurant: is a restaurant that has no legal status as an independent business but only a unit, is a part of this business establishment.
+ Small restaurant: is a restaurant with less than 50 seats
+ Average restaurant: is a restaurant with sizes from 50 to 150 seats + Large restaurant: is a restaurant with over 150 seats.
+ Economic restaurant: is a restaurant with modest service quality, average price, and limited service categories
+ Standard restaurant: is a restaurant with a quality that meets certain standards, service standards, and dining products are relatively diverse, with prices higher than popular restaurants.
+ Deluxe restaurant: is a type of restaurant with high quality, diverse services, rich, high prices.
- Based on the form of service
+ The restaurant serves fast food.
+ The restaurant serves the party.
The restaurant categorizes its offerings into distinct sections, including European, Asian, specialty, and general cuisine, based on the characteristics of the dishes Additionally, it is organized by food type, featuring establishments that specialize in seafood, wild game, and diet-friendly options.
The restaurant business involves providing food and beverage services, along with additional offerings, to satisfy guests' dining and entertainment needs, all aimed at generating profit.
+ Restaurant business contributes to increase GDP for regions and countries
+ The restaurant business is also a highly profitable form of on-site export
+ Restaurant business helps to attract investment
+ Restaurant business contributes to encourage the development of other industries and fields.
+ Restaurant business contributes to improving the lives of people.
+ The restaurant business also facilitates the meeting and exchange of people from all over the world, countries, and regions in the territory of Vietnam
+ Restaurant business contributes to job creation for workers
+ The restaurant business offers an opportunity to recover some turmeric
Restaurants offer intangible products that lack a physical form, making it impossible for both suppliers and consumers to assess their quality prior to purchase.
In the restaurant industry, the production and consumption of services occur simultaneously, meaning that archives cannot be stored When a customer requires a service, various parts of the restaurant must respond immediately to meet that demand, highlighting the interdependent relationship between service providers and consumers.
The restaurant primarily attracts local diners and tourists seeking a memorable dining experience for special occasions such as birthdays, gatherings, and conferences These guests typically have a higher spending capacity and prioritize exceptional service, delectable food and beverages, and a comfortable, luxurious atmosphere that enhances their overall enjoyment of the meal.
Visitors to the restaurant seek more than just food and drinks; they are local patrons looking to enhance their dining experience and express themselves in a vibrant atmosphere Additionally, tourists come to unwind, savor the local cuisine, and immerse themselves in the culinary culture of the area.
The restaurant business operates continuously, aligning with human circadian rhythms and experiencing heightened activity during holidays and peak tourism seasons It is essential for administrators to recognize these patterns to effectively determine opening and closing times, manage staff schedules, and optimize the use of technical facilities, ultimately maximizing efficiency and resource allocation.
In the restaurant industry, service is a complex and integrated process that demands seamless coordination among staff across various departments To meet customer expectations for timely and high-quality service, each employee must function as a vital link in a cohesive chain Therefore, business organizers must consistently monitor and guide the collaboration among employees both within and between departments, aiming to enhance customer service quality and elevate the restaurant's reputation.
The restaurant industry exhibits strong seasonality, similar to the tourism sector, with distinct periods of high and low customer activity throughout the year This cyclical pattern leads to fluctuations in business, where certain times see a surge in patrons while others experience significant lulls These variations are primarily driven by factors of supply and demand, which are influenced by elements such as weather conditions and the availability of guests' leisure time.
Investing in a restaurant demands high-quality products and ingredients, which necessitates equally high-quality technical facilities As the grade level of a restaurant rises, so does the quality of its equipment, contributing to a more luxurious dining experience This enhancement in equipment quality is a significant factor driving up the initial investment costs of the restaurant project.
Food and Beverage Department
2.4.1 Introduction to the Food and Beverage Department
The Food and Beverage Service Department is a vital division within the hotel, dedicated to delivering exceptional service It specializes in providing prepared food, beverages, and tobacco, ensuring a hospitable experience tailored to the customers' preferences.
This department stands out as the second highest revenue generator after the front office, playing a crucial role in the overall success of the business Key responsibilities encompass menu design and development, pricing strategies, portion control, waste management, fostering customer-staff relationships, and staff training.
This department comprises of two main operational areas:
A bar is an establishment that serves a variety of beverages, often accompanied by a selection of snacks Known for their quick and efficient service, bars come in many forms, including formal bars, club bars, pubs, pool bars, wine bars, cocktail bars, beach bars, and juice bars, catering to diverse preferences and atmospheres.
- Restaurant (Dining services): Restaurants are places where food & drink is served.
2.4.2 Duties of the Food and Beverage Department in the hotel.
Greeting customers and answer their questions about menu items and specials
Taking food or drink orders from customers
Relaying customers’ orders to other kitchen staff
Preparing food and drink orders, such as sandwiches, salads, and coffee
Accepting payments and balance receipts
Serving food and drinks to customers at a counter, at a stand, or in a hotel room
Cleaning assigned work areas, dining tables, or serving counters
Replenishing and stock service stations, cabinets, and tables
Setting tables or prepare food trays for new customers
2.4.3 Part under the Food and Beverage Department
Restaurants play a crucial role in catering to the dining needs of hotel guests and visitors, offering meals throughout the day They also accommodate events such as conferences, seminars, and various types of parties, including birthday and proposal celebrations, based on customer requests Revenue from restaurants within the food and beverage division often fluctuates depending on demand and seasonal trends.
A lobby bar is a stylish establishment typically found in the lobby areas of 3 to 5-star hotels, offering guests complimentary welcome drinks while they await check-in This inviting space serves a variety of beverages, including gourmet coffee and exquisite cocktails, throughout the day Additionally, many hotels enhance the guest experience with enticing Happy Hour specials and High Tea programs, making the lobby bar a popular destination for visitors.
Room service provides catering services directly to guests in their accommodations upon request, typically available 24/7 in hotels rated four stars and above The operation of room service may vary by hotel, functioning either independently or as an extension of the hotel's restaurant.
- Banquet: is a division that provides meeting, event planning services with a variety of parties required by customers In most 4-5 star hotels, Banquet activities bring a great source of revenue for Division F&B.
The Executive Lounge, typically found in 4-star hotels and above, offers exclusive services for VIP guests This special area provides high-quality food and drinks in limited quantities, ensuring a more personalized and professional level of service compared to the hotel's main restaurant.
The hotel kitchen staff is responsible for preparing all dishes served within the hotel, upholding food hygiene and safety standards They focus on crafting innovative dishes that reflect local cultural characteristics, ultimately helping to establish a unique brand for the hotel that attracts customers.
In addition, depending on the actual size and demand that the hotel will have other F&B parts: Club, Rooftop bar
Being a part of the service industry, the F&B staff needs to have the following qualities and competencies The staff members are required three main factors:
A professional working style and positive attitude are essential for personal growth and success, particularly in the hospitality industry Restaurants and hotels prioritize training new employees in these areas to ensure they adapt to the workplace environment All service staff are expected to adhere to specific standards, including maintaining neat and clean uniforms, having well-groomed hair, demonstrating agility and charm in their work, and punctuality, all of which contribute to a cohesive and effective service team.
Effective communication skills are essential in every profession, particularly for service staff who interact directly with customers These skills play a crucial role in ensuring customer satisfaction, enhancing their experience with both the restaurant and its offerings.
In the dynamic environment of a restaurant, staff frequently encounter diverse personalities and challenging situations, including difficult customers and complaints about products To effectively address these issues, restaurant employees must prioritize customer interests while maintaining composure Employing strategic communication techniques can help in persuading customers without compromising the restaurant's reputation For particularly challenging scenarios, seeking guidance from managers or supervisors can provide additional support in resolving conflicts.
In addition, There are also other requirements such as:
Equiping themselves with basic etiquettes and mannerism
Understanding their respective roles and responsibilities in the hotel
Wearing a clean and neat uniform with the same accessories and footwear.
Possessing the ability to tackle tricky situations
Conducting themselves with professionalism, a positive attitude, and cooperative nature.
Knowing about local tourism, service at the organization and outside.
Being good at communication skills
Being familiar with of culture and custom of many countries in the world
Possessing a pleasant, polite, and cordial personality.
Quality of service of Food & Beverage department in Hotel
2.5.1 Definition of quality of service
Service is fundamentally shaped by the interactions among employees, customers, and the organizational facilities, viewed through a systemic lens The concept of service quality remains elusive and challenging to define, as it is inherently subjective and varies from one individual to another Customers often assess service quality based on specific characteristics and their overall experience with the service provided.
The concept of "perception" in service quality refers to how consumers evaluate a service based on its visual attributes Due to the intangible nature of services, customers often depend on their sensory experiences to judge quality, focusing more on the service provider's physical appearance rather than the service itself.
"Corporeity" concept of service quality: it is the features of service products that allow customers to see, touch.
"Experience"concept of service quality: : it is quality that customers can only evaluate after use as well as have certain experience
The concept of "trust" in service quality refers to the perception of product quality that consumers derive from the reputation and prestige of the service provider A company's credibility and standing in the market significantly influence customer trust; the more reputable a company is, the higher the level of trust in its services.
In short: service quality is determined by comparing the level of expectation to the level of customer satisfaction in a customer cumulative assessment process.
2.5.2 The factors affecting the quality of service
A key factor that sets this hotel apart from standard commodity offerings is its commitment to quality and service While modern amenities and technical investments are essential, they alone cannot ensure guest satisfaction; skilled and attentive staff are equally crucial Therefore, the evaluation of the hotel management team and personnel is vital in determining the overall quality of service provided to guests.
Effective management is crucial for guiding service team staff in delivering products and services, as misdirection can occur without proper oversight By employing the right timing and approach, organizations can achieve positive outcomes; failing to do so may lead to negative consequences Therefore, it is essential for management to have professional qualifications, strong leadership abilities, excellent communication skills, and respect from lower-level employees to ensure success.
Service personnel are the workers who directly provide products and services to customers In a hotel setting that requires professional service, the quality of staff is evaluated based on specific criteria.
+ The relationship between guests and staff and between employees
The standard of food and beverage service is a tool for customers to assess the professionalism of a hotel or resort There are nine stages to a standardized service process:
Step l: Guest greating and seating
Employees should always ensure that everything is prepared to serve customers effectively, greeting them with a polite and friendly demeanor When welcoming guests to the outlet, staff members must consistently wear a smile to create a positive atmosphere.
The host or hostess plays a crucial role in managing guest experiences by confirming reservation details and accommodating specific seating preferences, including smoking and non-smoking areas, romantic spots for couples, and family-friendly sections Additionally, they guide guests to the appropriate guest desk while ensuring they maintain a respectful distance by directing with their palms instead of walking behind them.
Step 2: Introducing and presenting menu
To ensure a positive dining experience, the menu should always be clean, well-organized, and free of any missing or damaged items It is essential that the menu includes at least three of the most commonly spoken languages in the hotel Guests should be presented with the first page of the menu at their table to facilitate their introduction to the offerings The drink menu must clearly differentiate between alcoholic and non-alcoholic options Servers must be well-trained and knowledgeable about the menu, able to recommend popular dishes and beverages effectively Additionally, waitstaff should inform guests when they are ready to take their orders, maintain eye contact, and ensure timely service.
Step 3: Taking order service standards
Staff should warmly greet guests with a smile and a friendly attitude, approach their tables within 10 seconds to take orders, and always be equipped with a notepad and pen.
The standard order-taking procedure involves first collecting beverage orders, followed by meal selections When serving guests, priority is given to children, then women, and finally men It is essential for servers to possess in-depth knowledge of the menu to recommend suitable beverage pairings, such as which foods complement white wine, red wine, or Asian cuisine.
To ensure clarity and accuracy, the server should repeat the client's order for confirmation, while also informing the guest about the anticipated service time.
Step 4: Placing order to the system, bar, kitchen
Before processing an order, it is essential to double-check all items to ensure accuracy Staff must clearly communicate customer requests to maintain service efficiency and minimize wait times between dishes Prompt communication and collaboration between kitchen and front desk employees are crucial for delivering a seamless dining experience.
Before serving food or drinks to guests, the server must ensure that the meal is complete and fits the visitors' and accompanying dishes' needs, such as sauce
Serving beverages before food enhances the dining experience by reducing customer wait times, as drinks can be prepared more quickly than meals To elevate service quality, ensure that cocktails, mocktails, and non-alcoholic beverages are presented with coasters and straws.
A coaster and straw are required for non-alcoholic drinks such as cocktails, mocktails, and other non-alcoholic beverages.
Sugar and milk must be served alongside Italian coffee
Serving wine and champagne involves a detailed process that includes four essential steps First, prepare a glass of wine and a lito Next, present the wine labels to the guests, allowing them to choose their preferred wine After that, pour a sample for the guests to taste Finally, serve the wine only after receiving the guest's approval.
The food is served in sequence: the appetizer, the main dish and the dessert
It is critical to monitor customer satisfaction
CASE DECRIPTION
CN Palace Boutique Hotel & Spa
3.1.1 An overview of CN Palace Boutique Hotel & Spa.
Picture.1: An overview of CN Palace Boutique Hotel & Spa
- Company name : CN Palace Boutique Hotel & Spa
- Address : Lo 4,5,6 Pham Van Dong Street, An Hai Bac Ward, Son Tra District, Da Nang City
CN PALACE Boutique Hotel & Spa in Da Nang is ideally situated on Pham Van Dong Street, just 15 minutes from Danang International Airport and between the renowned My Khe Beach and the city center This 4-star hotel offers stunning city and sea views, ensuring a memorable stay with its modern amenities and extensive services, including a restaurant, bar, spa, fitness center, and a rooftop infinity pool For an unforgettable vacation in Da Nang, CN Palace is the perfect choice.
CN PALACE Boutique Hotel & Spa in Da Nang is ideally situated near the stunning My Khe Beach and the Han River, providing easy access to the city center Guests can conveniently explore a variety of shopping, dining, and entertainment options while being close to renowned attractions such as Ba Na Hills, Son Tra Peninsula, Hoi An Ancient Town, My Son Sanctuary, and the historic capital of Hue.
CN Palace Boutique Hotel Danang, a luxurious 4-star establishment, boasts 16 floors and 73 well-appointed rooms, each designed for comfort and tranquility Guests can enjoy a range of amenities, including private bathrooms, complimentary Wi-Fi, individually controlled air conditioning, and 40-inch LED TVs with HD cable channels, ensuring a high level of comfort and luxury With various room types available—such as Superior, Deluxe, Executive Suite, Junior Suite, Superior King Room, Deluxe Ocean Twin, and Executive Deluxe Twin—the hotel caters to diverse preferences, making it the perfect choice for both leisure and business travelers.
Located on the 3rd floor, our spacious 300-square-meter restaurant offers a diverse selection of food and beverages, complete with all necessary dining utensils such as dishes, spoons, cups, bowls, and glasses This inviting venue is perfect for buffets, tea breaks, and gatherings of performers The hotel primarily focuses on food services and lodging, while also providing additional amenities including laundry, massage, sauna, entertainment options, a souvenir and jewelry shop, as well as organized excursions and tours.
3.1.2 Functions and duties of the hotel
- Food and beverage business, accommodation business.
- Organize service business and work at the hotel.
- Organize transportation business, conferences, seminars suitable for the purpose of use.
Effective capital management is crucial for businesses to optimize their resources and mobilize additional funding sources This approach not only supports operational needs but also ensures compliance with obligations to contribute to the State budget.
- Fully implementing the regime of management and inspection of financial assers, labor, wages and fostering professional qualifications and skills of the employees
- Take care of the staff ’s life, step by step build a stonger hotel.
The hotel was created to effectively mobilize capital for business and production development, ensuring a seamless experience for guests It focuses on organizing and providing essential services, including accommodation, meals, and fulfilling the diverse needs of tourists throughout their stay.
- In addition, a staff off young, dynamic, enthusiastic, gives visitors a feeling that the hotel is so close and friendly.
The organization structure of the hotel can be depicted in the chart below:
Diagram 1: Organizational Diagram of CN Palace Boutique Hotel & Spa
* Functions of Departments at CN Palace Boutique Hotel & Spa. a General Manager
The General Manager holds the top position in a hotel, overseeing all business operations and managing various departments It is essential for the General Manager to stay informed about all hotel activities and programs, as their approval is required for effective functioning The Accounting Department plays a crucial role in supporting these operations.
Accounting and finance management abiding by country’s laws, revenues and expenses documents management. c Human Resources Department
Housekeeping Front-office Spa & Kitchen
The Human Resources Department oversees all hotel staff across various departments, handling recruitment and termination processes, providing training, fostering interoffice relationships, and ensuring compliance with labor laws Additionally, the Marketing & Sales Department plays a crucial role in promoting the hotel and driving revenue through strategic marketing initiatives.
The Marketing and Sales department encompasses key functions such as advertising, promotions, public relations, and sales management It plays a vital role in research and growth, pricing strategies, delivery logistics, customer support, and overall sales efforts.
The primary responsibility of the housekeeping department is to clean and inspect guest rooms upon checkout, ensuring a high standard of cleanliness They also manage the amenities provided in the rooms and oversee the inventory of items in the minibars.
The department oversees room bookings and distribution for guests, managing payments and check-outs efficiently It serves as the primary hub for receiving and transmitting customer information, addressing concerns, and swiftly relaying complaints to management for resolution The team is dedicated to ensuring guest satisfaction by coordinating with staff from various departments, including the bar and restaurant, to facilitate prompt and accurate payment processing.
The hotel's food and beverage department is dedicated to providing guests with a diverse selection of dishes, featuring both Asian and European cuisine Additionally, the hotel offers a spa and massage service, enhancing the overall guest experience.
Spa services are included in hotel packages It contributes hotel revenue and brings relaxation for customer.
3.1.4 CN Palace Boutique Hotel & Spa facilities
The CN Palace Boutique Hotel & Spa, a 4-star establishment, features 73 spacious and well-equipped rooms across 16 floors, catering to the needs of both leisure and business travelers Guests will be captivated by the luxurious wooden furnishings, including single or double beds, wooden cabinets, and quartz baths, all designed for comfort Each room boasts large glass windows that offer stunning panoramic views of the city or sea, while modern amenities such as air conditioning, TV, refrigerator, and spacious bathrooms with hot and cold water ensure a pleasant stay The airy ambiance and inviting balconies further enhance the overall guest experience.
Table 1: Room rates at CN Palace Boutique Hotel & Spa
( Source: www.cnpalaceboutiquehotel.com ) Types of the hotel room:
Experience luxury in our Superior Rooms, featuring elegant furnishings, a choice of twin or king-sized beds, and polished timber floors Each room, covering 22 sqm, includes a walk-in closet and a spacious marble bathroom equipped with a luxurious shower cabinet and bathtub Enjoy stunning city views through large glass windows that enhance the overall ambiance of your stay.
Deluxe rooms, typically located on the upper floors, offer stunning views of the sea or city These spacious accommodations feature high-end amenities, including premium televisions, refrigerators, and washbasins As a result, deluxe rooms are priced higher than superior rooms, reflecting their enhanced comfort and luxury.
An overview of Food and Beverages department at CN Palace Boutique
3.2.1 Introduction to the Food and Beverages department
The Food and Beverages department at CN Palace Boutique Hotel & Spa features the Sunshine Restaurant, Lush Bar, and a comprehensive banqueting service, alongside 24-hour room service and a swimming pool As a four-star hotel located in the heart of Danang, CN Palace Boutique Hotel & Spa employs over 30 staff members, with the F&B department encompassing three distinct areas to enhance guest experiences.
Sunshine Restaurant, situated on the 3rd floor of the hotel, welcomes guests daily from 6:00 a.m to 10:00 p.m The venue features a bright and spacious atmosphere equipped with modern amenities, including televisions, free WiFi, elevators, and microphones With a capacity to accommodate up to 300 guests, it is an ideal choice for corporate events, significant anniversaries, and various celebrations.
The restaurant offers stunning views of both the sea and the city, creating a picturesque dining experience Its warm-colored decor enhances the cozy atmosphere, particularly in the evening, making it a romantic and relaxing setting perfect for couples and families alike.
Some information about Sunshine Restaurant: Here a delicious dinner or lunch is an excellent opportunity to enjoy the day The restaurant also serves Buffet breakfast.Types of service:
Serving guests to eat individually, mobile meals
Serving conferences, weddings, seminars, parties, birthdays
Serving according to the menu reservation
3.2.2 The Organization Structure at Food & Beverage
Diagram 2: Organizational structure of F&B Department
Responsible for the management and profitability of all parts cuisine events, including restaurants, bars, and banquets Employees must be directed and trained on organizational expectations.
The Assistant Food & Beverage Service Manager is fully knowledgeable about the responsibilities of the F&B Services Manager and effectively assumes these duties in their absence.
Restaurant Manager Bar Manager Banquet Manager
Waiter/ Waitress Waiter/ Waitress Waiter/ Waitress
Restaurant Managers play a crucial role in the success of their establishments by overseeing various essential functions Their responsibilities include developing effective marketing strategies, recruiting and hiring staff, providing training, ensuring food quality control, creating menus, and welcoming guests.
A bar manager is responsible for planning, organizing, staffing, leading, and controlling bar operations Key duties include coordinating staff, overseeing preparation, and evaluating performance Successful bar managers possess a strong understanding of wine, beer, and spirit production, as well as the skills to craft both alcoholic and non-alcoholic cocktails.
Keeping track of wine orders and stock.
The wine list is being prepared
Assisting in wine selection by customers.
The Banquet Manager oversees the planning and coordination of events at the venue, ensuring a seamless experience for guests This role involves negotiating contracts, selecting menu items, scheduling banquet staff, arranging necessary services or equipment, and effectively communicating customer requests to the relevant team members.
Waiters and waitresses play a crucial role in the dining experience by taking customer orders, serving food and drinks, and managing itemized checks and payments Their responsibilities extend to escorting guests to tables, serving at counters, setting up and clearing tables, and operating cash registers Additionally, they verify patrons' identification to ensure compliance with age restrictions for alcohol and tobacco purchases To excel in their role, waitstaff must exhibit professionalism, politeness, and reliability, while also being knowledgeable about the menu, including preparation methods and taste profiles Effective communication of specials and special occasions is essential for providing excellent customer service.
Diagram 3: Organizational structure of the kitchen
* Functions & duties of each position in the kitchen:
During the manufacturing process of the kitchen division, the
Sourchef Commis Chef organization of work is allocated according to the Ministry and the rank of each person:
The executive chef is the leader of the kitchen department, overseeing all aspects of kitchen operations, including menu planning, personnel management, and quality control This role requires a strong knowledge base, extensive experience, and effective management skills With a high demand for executive chefs in restaurants and hotels, this position offers an attractive salary Key responsibilities include ensuring food safety, maintaining occupational safety, and guiding kitchen staff to work efficiently.
+ Ensuring the quality of the dish
+ Manage goods in the kitchen
+ Ensuring standards of personal hygiene, food safety and hygiene + Manage tools, tools and assets assigned
+ Human resource management for the kitchen department
A Chef is a skilled professional responsible for efficiently managing kitchen operations while ensuring the preparation of delicious and safe meals that are beautifully presented In addition to culinary expertise, a Chef also plays a crucial role in human resource management and task assignments within the kitchen Key responsibilities of a Chef encompass overseeing kitchen staff, maintaining food safety standards, and creating memorable dining experiences.
+ In charge of preparing menus, cooking main dishes
+ Manage kitchen area goods Operate work
+ Ensuring the quality of the dish
+ Ensuring food hygiene and safety standards
+ Manage tools and assets assigned.
The sous chef plays a vital role in supporting the head chef, often overseeing various assistant cooks in the kitchen As culinary specialists, sous chefs handle detailed tasks that go beyond the chef's responsibilities One of their primary duties is to assist in menu creation, ensuring a well-organized and efficient kitchen environment.
+ Plan to spend and place orders
+ Responsible for managing a separate department or area.
+ In charge of the preparations of the parties
+ Responsible for supervising the kitchen that you operate.
The Commis Chef position serves as the essential starting point for anyone pursuing a career in the culinary field This role encompasses a variety of foundational tasks, including cleaning the kitchen and tools, preparing ingredients, and assisting senior kitchen staff such as team leaders, chefs, and sous chefs.
Characteristic of the catering service is to satisfy the demands of the customers according to the biological time (breakfast, lunch, dinner), dividing the employees working time into three shifts:
Shift 1 (6:00 ): The staff is in charge of setting up breakfast buffets,which includes setting up a table, making preparations, keeping the dining room clean, cooking food, and serving breakfast.
Shift 2 (11:30 to 17:30): The team is in charge of serving the Set Menu and washing up.
Shift 3 ( 17:30 to 22:00 ): The staff prepare and server dinner Then plan a list of breakfast buffet clients, set up linen, knife, fork on the table.
The staff uniform plays a crucial role in conveying the restaurant's professional image, featuring black trousers and a uniform top for all employees Name tags are mandatory and should be displayed on the left chest throughout working hours To maintain a cohesive environment, staff members are advised to avoid extravagant jewelry and overly colorful attire Additionally, all employees must wear black shoes to complete their uniform.
Facilities and staff in the restaurant
Table 2: Facilities statistics at Sunshine Restaurant
All restaurants are well-equipped with a variety of facilities and essential equipment, both indoors and outdoors The dining instruments and machinery align with the standards of a modern hotel The nearly full seating capacity suggests that customers are being actively served Despite having only one buffet table, the restaurant effectively organizes a buffet that accommodates all guests.
The CN Palace Boutique Hotel & Spa boasts a fully equipped restaurant designed to meet the high demands of its international clientele With a comprehensive range of facilities and a well-staffed team, the restaurant ensures exceptional service quality The layout thoughtfully allocates one-third of the total space to the processing area, discreetly separated from the dining area to enhance guest privacy and comfort while enjoying their meals.
The dining room, located on the third floor, offers breathtaking views of downtown, making it a perfect venue for guests The romantic ambiance is enhanced by vases and lanterns, creating a connection to nature Diners can savor healthy cuisine beautifully presented by skilled chefs while enjoying panoramic vistas of the stunning surroundings The restaurant features modern, fully equipped facilities that complement its architectural design Tables are elegantly arranged in primary colors, particularly highlighting white and blue, and the decor is frequently updated to ensure a fresh and engaging experience for every gathering.
A customizable bar offering a diverse drinks menu can cater to your preferences and budget, while its seating area features tables and chairs designed in a distinct style from the dining tables.
The restaurant's layout strategically places the kitchen and dining areas in close proximity, facilitating efficient service to guests The dining room is thoughtfully designed to ensure that employee movement through the door connecting the restaurant and kitchen remains unobtrusive, enhancing the overall dining experience for customers.
The open space design and the use of yellow and white lighting in the restaurant effectively stimulate customers' appetites This combination not only enhances the dining experience but also reflects a sophisticated and comfortable atmosphere, showcasing a technically advanced and elegant infrastructure.
A traditional 4-star hotel boasts well-equipped and plentiful restaurant facilities, ensuring high service quality and compliance with hotel classification standards Guests can enjoy dining at the restaurant, while the venue also accommodates banquets and conferences upon request For event planning, it's essential to arrange tables and chairs in the conference hall or meeting space and coordinate with the technical team.
* System of technical facilities and equipment:
Table 3 Equipment of the restaurant
The restaurant's equipment and tools are generally functional, yet they fail to meet the rising demands of customers and industry trends During peak seasons, the inadequacy of the equipment and customer service tools leads to slow responses, forcing staff to prioritize cleaning over customer service This not only hampers the overall service experience but also risks damaging tools and dishes Furthermore, outdated and damaged equipment contrasts sharply with the growing need for modern solutions to satisfy customer expectations.
Through the list above, we can see the current status of equipment and tools used at the restaurant:
The restaurant is well-equipped with a comprehensive range of tools and equipment, ensuring optimal service for guests The current utilization of these resources is effective, complemented by a thoughtfully arranged layout that facilitates easy movement for both diners and staff The airy ambiance, enhanced by strategically placed potted plants and an appropriate lighting system, creates a luxurious and warm atmosphere, ultimately enhancing the dining experience and stimulating appetite.
The restaurant's layout facilitates effective management by enabling oversight of inventory and staff, allowing for prompt resolution of shortages or errors.
The restaurant must address the repair and replacement of essential items such as tablecloths, chandeliers, water heaters, toasters, and ashtrays To enhance luxury and aesthetic appeal, it is crucial to implement effective measures for upgrading equipment and tools This will not only meet the growing demands of customers but also create a lasting positive impression.
Table 4 Staff quantity at Sunshine Restaurant
Table 5 Labor structure according to education levels at the restaurant
Human resources play a crucial role in determining the service quality of a restaurant To deliver exceptional customer service, restaurant staff must possess professionalism, personal qualities, and a passion for their work Additionally, having an adequate number of employees is essential to meet the demands of the workload effectively.
These service staff must have close coordination and synchronization when serving at the restaurant.
The restaurant's employees are highly educated and trained, enabling them to deliver exceptional service by efficiently managing tasks like setting up dining tables and taking meal orders However, they often lack the expertise to understand guest psychology and effectively address customer concerns in a timely manner.
Many restaurant employees possess English as a second language, which serves as a strategic advantage for companies entering the international market This proficiency not only helps in effectively communicating with foreign customers but also aids in persuading them to utilize additional hotel facilities, thereby increasing revenue However, despite their language skills, employees often face challenges in open communication with foreigners, highlighting the need for companies to facilitate better interactions to enhance their communication abilities.
The restaurant's kitchen staff predominantly possesses professional training, enabling them to understand guests' dietary preferences and prepare meals accordingly However, their lengthy training period has hindered their ability to update menus and introduce new dishes, limiting variety and richness in offerings Additionally, most kitchen staff members lack proficiency in languages other than Vietnamese, complicating communication with foreign visitors Despite minimal direct customer interaction, they strive to meet guests' tastes and preferences by relying on information relayed from other staff members.