INTRODUCTION
Aims and Objectives
In this research paper, I'd like to learn more about Muong Thanh Grand Danang's Food and Beverage service to improve its efficiency.
Based on the current economic situation, I will identify the benefits and drawbacks to provide the best solutions for promoting and overcoming them.
Scope of study
Focusing on researching the real situation of the Food and Beverage Service at Muong Thanh Grand Danang
This research employs qualitative methods to observe, describe, and gather information, aiming to build a theoretical framework for the study of relativity Additionally, quantitative research is utilized to collect data, followed by statistical, mathematical, or arithmetic analysis to draw conclusions.
1.5 Error: Reference source not found
The case study divided into 6 chapters :
This chapter outlines the rationale behind the chosen subject, detailing the aims and objectives of the research It describes the nature of the study, the methodology employed, and the overall organization of the research process.
This chapter provides an overview of the theoretical aspects of the industry catering services consistent with the research thesis.
This chapter focuses on some information about the Muong Thanh Grand Danang, describes and researches the organizational structure of the F&B department in the enterprise.
This chapter focuses on analyzing and evaluating business performance as well as identifying the business department's strengths and weaknesses.
This chapter identifies the challenges that the F&B department faces, and also the solutions that can be used to solve them.
This chapter summarizes the conclusions of the study and offers suggestions for enhancing the study's topics.
THEORETICAL BACKGROUND
Hotels
Since the mid-19th century, tourism has experienced significant growth, evolving into a prominent socio-economic phenomenon However, the concept of a "hotel" varies widely across different countries and cultural perspectives.
According to the 2005 tourism law “Hotel is the basis for renting rooms, papers and providing other services for guests, of which hotels are the main accommodation establishments.” [1]
Tourism and hotel researcher Morcel Gotie has defined that "Hotel is a temporary accommodation for visitors with the bedrooms, there are restaurants with many different types" [2]
A hotel is defined as a commercial establishment that offers lodging, meals, and various guest services, typically requiring a minimum of six letting bedrooms, with at least three featuring ensuite private bathrooms While hotels are often rated on a 'Star' scale from 1-Star to 5-Star, there is no standardized method for these classifications, and adherence to typical requirements is voluntary Consequently, a hotel in the US with a specific rating may differ significantly from a similarly rated hotel in Europe or Asia, particularly in terms of amenities, facilities, and service quality.
According to the Vietnam National Administration of Tourism's 1997 booking system excerpt, a hotel is defined as a business establishment that caters to both international and domestic tourists by providing essential services such as food, accommodation, entertainment, and other necessary amenities.
In Chapter 10 of "Restaurant Success By the Numbers," Roger Fields defines a hotel as a legally registered business entity established for profit-making purposes.
Hotels are categorized by their service level and amenities, ranging from 1 to 5 stars A hotel is typically a multi-story building featuring numerous rooms equipped with essential amenities and specialized furnishings designed for accommodation, dining, and various additional services The classification of hotels also considers the type of temporary lodging they provide, which may include options for tourism, resorts, or conference facilities.
Chapter 3 of Bui Xuan Phong's hotel management book defines a hotel as a widely recognized accommodation business that provides essential quality and amenities It caters to various guest needs, including relaxation, dining, entertainment, and additional services, all tailored to the purpose of their trip.
A hotel is defined as a legally established business entity aimed at generating profit, according to the American business dictionary.
Chapter 6 of "Restaurant Success By the Numbers" by Roger Fields highlights that hotels are a prominent sector in the global accommodation industry, emphasizing the importance of quality and amenities These establishments cater to various needs, including relaxation, dining, and entertainment, ensuring a comprehensive experience for guests.
Other services during the guest stay at the hotel, suitable for the motive, the trip purpose” [5]
There are various types of hotels based on various classification criteria [8]
2.1.2.3 Classification of the target market
Hotels are a globally popular business model, offering essential consistency and facilities that cater to guests' needs for rest, dining, entertainment, and various services throughout their stay The restaurant's offerings align with the goals and requirements of the trip, ensuring a satisfying experience for visitors.
Most hotels are located in resorts or major city centers to cater to visitor needs Investors looking to enter the hotel industry must register their businesses with the government Hotel rates are typically based on daily check-in times, usually from 2 p.m on the day of arrival until 12 a.m on the day of departure Each hotel room is equipped with essential amenities, including a bed, blanket, mattress, and bathroom facilities for a comfortable stay Hotels are rated from 1 to 5 stars, with prices varying based on the type of accommodation and available amenities.
The hotel industry primarily focuses on offering tourist accommodations and catering services In recent years, the sector has experienced significant growth due to the booming tourism industry, leading to increased diversification that includes hosting conventions and providing entertainment options.
The hotel business depends on tourism resources in tourist destinations.
Customers
Customers are individuals or organizations that utilize goods and services available in the market They represent the needs of society by purchasing these offerings, which contribute to improving their quality of life Customers also evaluate the features and quality of products and services, influencing their purchasing decisions.
Loyal customers contribute significantly to a business's success, generating up to 80% of total revenue These devoted clients not only trust and value the brand but also actively purchase its products and services while recommending them to others To foster this loyalty, businesses often provide special incentives to reward these essential customers.
Large potential customers are customers who have bought goods or services from the company but have not yet decided whether or not to return.
To transform this audience into committed consumers, businesses must provide appealing policies and have excellent customer service.
Low-value customers are those who only purchase products from a company when there are exclusive deals or discounts available To effectively attract this segment of consumers, businesses need to implement a competitive pricing strategy that appeals to their budget-conscious nature.
Negative customers are the antithesis of loyal clients, as they can leave at any time and may voice their dissatisfaction publicly However, businesses have the opportunity to turn these customers into future buyers by addressing their concerns effectively If companies can successfully meet the needs of previously disappointed customers, these individuals may become loyal advocates for the brand.
Customers are essential to a company's success, as businesses create goods and services primarily to meet their needs Companies must focus on attracting new customers, as a lack of buyers can threaten their survival in a competitive market The number of customers directly impacts a company's profitability, influencing pricing strategies, advertising effectiveness, and sales approaches Ultimately, businesses rely on customers to thrive and improve, highlighting their value as a key asset in evaluating a company's performance.
Food and Beverage Service
Food and Beverage Service (F&B) plays a vital role in the service-oriented hotel industry, functioning within larger hotels or as independent entities This sector not only caters to hotel guests and tourists but also provides additional services such as meetings, parties, and entertainment Furthermore, it encompasses a hotel-style food and beverage concept alongside standalone restaurants, enhancing the overall guest experience.
The Food and Beverage (F&B) sector plays a significant role in the hospitality industry, driven by the growing importance of business meetings and various personal and social events As a result, catering establishments see a high volume of customer visits F&B professionals are dedicated to enhancing the customer experience through exceptional service.
The F&B Services providing business deliver food and beverage s to their customers at a particular location (on-premise) such as hotel, restaurant, or at the customer’s intended premises (off-premise).[9]
Hotels tailor their food and beverage offerings based on star ratings, room count, location, and other factors to optimize operations These components not only drive substantial revenue but also act as a platform for cultural promotion, effectively enhancing brand visibility among guests.
There are five main types of F&B:
The restaurant focuses on connecting customers with each other and with the brand, enhancing customer retention through exceptional service This approach is designed to foster a loyal clientele, leading to a significant increase in repeat customers.
The restaurant serves as a vibrant hub for cultural exchange, bringing together customers from diverse backgrounds, beliefs, and socioeconomic statuses This rich tapestry of perspectives creates a unique blend of tastes, allowing us to learn and grow from these experiences to enhance the overall quality of our dining establishment.
Fine dining restaurants are distinguished by their skilled chefs who create intricate dishes that are beautifully presented Guests enjoy their meals served by knowledgeable staff in an elegant setting, complete with table linens, fine china, crystal glassware, and silver-plated cutlery.
Service Quality
Philip Kotler (1997) described service as an intangible action or activity provided by one party to another, which does not result in ownership transfer He noted that services can be associated with either tangible or intangible products Similarly, Zeithaml and Bitner emphasized the significance of understanding the nature of services in relation to customer experiences.
Service quality is a critical evaluation that captures customers' perceptions across key dimensions, including reliability, responsiveness, assurance, empathy, and tangibles By assessing the quality of service offered, businesses can swiftly identify issues, enhance their service delivery, and better understand client expectations.
Evaluate customer satisfaction on service quality based on the gap between service quality they expect and perceive Therefore, businesses face challenges in designing their service delivery systems.
Service quality can be related to service potential, service process and service result Individual service quality states the service quality of employees as distinct from that the customers perceived.
Factors Affecting the Quality of F&B
The quality of food and beverage services at Muong Thanh Grand Danang is influenced by the disparity between expected service and the actual experience perceived by customers This gap serves as a crucial indicator of service quality, highlighting the importance of meeting customer expectations to enhance overall satisfaction.
2.5.1 Factors Affecting the Customer's Wishes
Price serves as a key indicator of the quality of goods and services, particularly in the restaurant industry Consequently, the perceived quality of a restaurant is often linked to the prices customers are willing to pay Customers who are prepared to spend more typically have higher expectations, reflecting their desire for premium dining experiences.
Businesses utilize various marketing channels, including social media, online platforms, and newspapers, to inform consumers about their products This strategy aims to generate interest and attract potential customers.
The impact of consumer feedback on companies is substantial, as individuals who have utilized the product for communication with friends, family, and employers offer valuable insights This feedback is both rational and trustworthy, highlighting the importance of user experiences in shaping perceptions of the product.
Guests who have experienced a variety of service products have more opportunities to compare and evaluate their products As a result, they require more product.
2.5.2 The Factors That Make The Realistic Feel Of The Customer
A facility plays a crucial role in shaping customers' initial impressions of hotels and restaurants, reflecting their style and quality Aesthetic appeal, cleanliness, and modern equipment contribute significantly to creating a sense of security and comfort, fostering trust among patrons.
Staff members play a crucial role in customer interactions, directly impacting satisfaction through their service quality, friendliness, and respect As customers seek exceptional service, it is essential for restaurant employees to possess expertise in their field, comprehensive product knowledge, and effective communication skills to enhance the overall dining experience.
They make decisions about the restaurant's prestige, rank, and revenue.
In addition, the wide variety of products, standards of convenience, food safety, consumer habits, psychology and customer preferences are also on top to satisfy customers.
Aside from the above causes, there are a few quantitative factors that have a significant impact on the F&B industry, such as:
Political, social and economic context
CASE DESCRIPTION
Muong Thanh Hospitality
3.1.1 History and Development of Muong Thanh Group
Founded in 1997 in Dien Bien Phu, the Muong Thanh hotel brand has grown significantly over 25 years, establishing itself as a leader in the Vietnamese hospitality sector With a unique cultural identity that reflects community development, Muong Thanh Hospitality has become the largest hotel brand in Indochina, boasting around 60 hotels across Vietnam and Laos that provide exclusive experiences for guests.
Muong Thanh Hotels cater to a diverse clientele, offering a wide range of prestigious hotel brands suitable for both business and leisure travelers With excellent locations and competitive pricing, Muong Thanh attracts both domestic and international visitors, ensuring a fulfilling experience for all guests.
In particular, Muong Thanh's network is divided into four categories, from luxurious hotels to standard hotels, to cater to a wide range of customer desires:
Muong Thanh Luxury hotels, located in major cities and popular tourist destinations worldwide, epitomize luxury with their spacious accommodations and unique designs that reflect Vietnamese traditions These hotels provide guests with exceptional service and delicious local cuisine The Muong Thanh Grand chain offers high-end options in key urban areas and suburbs, catering to both leisure and business travelers Additionally, Muong Thanh Holiday represents a specialized hotel group in Vietnam, situated in renowned tourist spots, while the standard Muong Thanh hotel serves as a more budget-friendly alternative.
Muong Thanh hotels beautifully integrate the rich cultural values of the country with the unique customs of each region, attracting tourists seeking new adventures This approach not only enhances the visitor experience but also promotes local tourism products With a comprehensive coordination strategy for each area, Muong Thanh focuses on showcasing local attractions, delicacies, and exploration opportunities.
(Source: Administration - Human Resources) Picture 1: The Muong Thanh Brand
Muong Thanh Hospitality is dedicated to offering hotel experiences that reflect and promote the conservation and development of Vietnam's cultural values These values serve as the guiding principle for Muong Thanh, ensuring that their products are deeply connected to the rich heritage of the country, ultimately delivering exceptional experiences for guests.
Muong Thanh Hospitality continuously desires and endeavors to become the national representative of Vietnam’s hotel industry.
An Overview of Muong Thanh Grand Danang
(Source: Administration - Human Resources) Picture 2: Muong Thanh Grand Danang Hotel
Transaction name : Muong Thanh Grand Danang Hotel - Branch of Muong Thanh Group Joint Stock Company
Address : 962 Ngo Quyen, Son Tra District, Da Nang
E-mail : info@danang.muongthanh.vn
Website : www.granddanang.muongthanh.vn
Muong Thanh Grand Danang Hotel, a four-star international establishment, opened its doors on September 2, 2013, becoming the 18th member of Vietnam's largest private hotel chain Ideally situated between a picturesque river and Central Vietnam's most beautiful beach, this hotel offers a unique blend of Northwest Vietnamese tradition and European elegance Its location in the heart of Da Nang city ensures a modern yet culturally rich experience for guests.
3.2.2 Organizational Structure of Muong Thanh Grand Danang
The graph below illustrates the Muong Thanh Danang Hotel's organizational structure:
Diagram 1: Organizational Structure of Muong Thanh Grand Danang
Human Resource Department Accounting Department
The Restaurant Department The Kitchen Department
The Reception Department The Room Department
Every hotel department plays a crucial role in enhancing guest satisfaction through its unique responsibilities, ultimately contributing to the hotel's overall success By effectively utilizing the hotel's facilities, these departments work together to boost revenue, foster guest loyalty, and attract new visitors.
To ensure the hotel runs smoothly and efficiently, each department performs unique roles and tasks:
The hotel director serves as the operations manager, holding the highest authority and overseeing all commercial activities in line with the owner's resource allocation This role encompasses managing hotel orders, customer service, and relationships with local authorities Additionally, the director is responsible for human resources and formulates strategies aligned with the company's goals, ensuring compliance with legal regulations while managing all business operations within the hotel.
The hotel's reception department serves as the first point of contact for guests, playing a crucial role in engaging with clients, associates, and vendors to foster strong relationships This department acts as a vital link between customers and hotel services, while also assisting management with insights on hotel issues, market demands, consumer preferences, and future trends By providing valuable information on accommodation status and guest sources, the reception team enables hoteliers to formulate effective strategies for maximizing market efficiency.
The reception department plays a crucial role in addressing client needs by assigning customer details to the appropriate offices, directing visitors, and overseeing check-in and check-out procedures Additionally, they are responsible for collecting payments for hotel services, managing guest information through hotel management software, and reporting to operations management This department also facilitates communication and collaboration among various hotel departments to ensure seamless service delivery.
The housekeeping department is essential to a hotel's operations, generating a significant portion of its revenue It plays a crucial role in ensuring guest satisfaction by preparing and maintaining rooms, cleaning public areas, and collaborating with the front desk for efficient room service The department's mission includes keeping rooms ready for visitors, managing supplies, delivering excellent customer service, and promptly reporting any issues to the reception team.
Following the housekeeping department, the F & B department is the most profitable part of the hotel.This department is in charge of the hotel's entire catering operation.
The restaurant department plays a crucial role in providing food and beverages to consumers while managing pricing It focuses on three key functions: processing, circulation, and organization of catering services within the hotel Additionally, the department offers meal services for hotel staff and provides supplementary services, including event planning, seminar buffets, and banquets for guests.
This division oversees all operational aspects, including strategic financial evaluations, sourcing funds, managing hotel finances, and tracking and reporting on sales, investments, and loans It is responsible for establishing and utilizing capital, creating performance vouchers for each department and hotel, and supervising revenue and expenditure activities.
The main duty involves managing and recruiting staff for all hotel units, which includes organizing officials and employees, establishing operational regulations, and overseeing compliance Additionally, it entails monitoring performance, evaluating outcomes, gathering feedback from superiors, and directly managing the workforce.
The Engineering Department is responsible for overseeing and maintaining the hotel's technical systems and equipment to ensure seamless operations This department regularly tracks and services the hotel's equipment to prevent issues, and it provides repair support for other departments as needed Additionally, the Engineering Department plays a key role in setting up decorations and sound arrangements for conference halls during events hosted by the hotel.
The hotel security department ensures the safety and protection of the hotel premises, safeguarding in-house guests, visitors, day users, employees, and their personal belongings.
The IT Department is in charge of the hotel's IT processes, enterprise systems, office systems, data networks, and telephony systems on a day-to- day basis.
They oversee the property's information technology, merchandise, and facilities, ensuring customer support and maintenance for all site programs Their responsibilities also include managing network upgrades and providing hardware and software assistance, among other essential services.
3.2.3 Services Product of Muong Thanh Grand Danang
Muong Thanh Grand Danang features 370 rooms and 8 luxurious apartments, offering a variety of room types that provide stunning views of the Han River, the sea, or the city This diverse accommodation caters to a wide range of guests seeking relaxation and comfort.
Table 1 Room Styles at Muong Thanh Grand Danang
Type of room Size Amount Price
The Muong Thanh Da Nang Hotel offers elegantly furnished rooms equipped with modern amenities, including complimentary bottled water, a large LCD satellite TV, a minibar, and air conditioning Select rooms also feature a luxurious spa bath for added relaxation.
The hotel's 3rd floor features state-of-the-art conference and event spaces, ideal for seminars and gatherings For weddings, the hotel offers diverse Vietnamese and Western service packages, ensuring a memorable experience for guests With a luxurious banquet hall accommodating up to 500 guests and a skilled culinary team, it serves as the perfect venue for celebrating special occasions.
(Source: Administration - Human Resources) Picture 3: Meeting Room
This is a hotel business operation that includes processing food, preparing meals, and delivering other services in order to meet the dining and entertainment needs of guests as customers arrive.
Some Information about F&B Muong Thanh Grand Danang
(Source: Administration - Human Resources) Diagram 2: Organizational Structure of F&B Department
The organizational structure of the Grand Da Nang Hotel is designed to facilitate clear division of roles and enhance collaboration among staff, ensuring efficient guest service and effective implementation of activities This model promotes seamless teamwork and operational efficiency, ultimately contributing to an exceptional guest experience.
Effective restaurant management relies on a cohesive team of staff members who focus on maintaining uniform operations By ensuring smooth coordination of orders and guidelines from top management to frontline employees, each interconnected section contributes to the overall performance and success of the restaurant This collaborative approach enables supervisors to effectively delegate tasks and oversee the execution of activities throughout the establishment.
In addition, F&B works closely with a variety of other departments within the hotel, including reception, business, technical, and security.
The FB Manager oversees all business operations of the restaurant, including planning and executing departmental duties, and assigning tasks to supervisors and staff Regular evaluations of staff performance, work attitudes, and adherence to dress codes are essential responsibilities Additionally, the FB Manager is tasked with recruiting and training restaurant personnel to ensure a high standard of service.
The assistant to the department director plays a crucial role in managing the team and executing tasks assigned by the director This individual is responsible for making decisions on behalf of the department head, ensuring the restaurant operates efficiently and smoothly Additionally, they monitor all restaurant operations to guarantee consistent quality service and optimal efficiency.
The restaurant manager is responsible for overseeing daily operations, ensuring that tasks are completed efficiently while maintaining safety standards, personal hygiene, and appropriate employee attire They also conduct regular inspections of machinery and equipment, manage inventory, and prepare the restaurant for opening to guarantee high-quality service Additionally, the manager supervises kitchen staff and bartenders, ensuring compliance with food safety regulations and service quality Gathering feedback from customers and employees is crucial for addressing grievances and improving service standards, as well as identifying training needs for staff development.
Supervisors play a crucial role in managing employees by focusing on essential planning elements, including proper table setup and cleanliness They are responsible for ensuring that operations run efficiently while meeting customer requests effectively.
In addition, he or she considers the employee's shift handbook and keeps track of problems from the previous shift in order to quickly resolve circumstances on the current shift.
The role of a bar supervisor involves overseeing and managing staff to ensure adherence to restaurant and hotel standards while maintaining high service quality Key responsibilities include purchasing and inspecting raw materials, ensuring beverage quality before serving, and providing customers with essential beverage information Additionally, the supervisor collaborates with the engineering department for equipment repairs and maintenance, while also addressing client inquiries, grievances, and complaints to enhance the overall service experience.
The hotel staff acts as a vital link between guests and the establishment, facilitating service processes while utilizing hotel resources Responsible for upholding hygiene standards, the restaurant team ensures a safe environment for guests before and during their visits They expertly plan events, weddings, and conferences, greeting visitors with warmth and attentively addressing their needs promptly.
3.3.3 Restaurants & Bar at Muong Thanh Grand Danang
Tuy Loan Restaurant is located on the 2nd floor of the hotel with luxurious architecture and modern lighting system, Tuy Loan restaurant is a great choice for weddings, solemn receptions.
(Source: Administration - Human Resources) Picture 6: Tuy Loan Restaurant
Cam Le Restaurant, situated on the first floor of the hotel, offers a delightful breakfast buffet and an extensive all-day menu featuring lunch and dinner options Guests can enjoy a unique European-Asian buffet, alongside specialties from Muong Thanh and Da Nang city, making it a perfect dining destination for a diverse culinary experience.
(Source: Administration - Human Resources) Picture 7: Cam Le Restaurant
Daknan Bar, situated in the hotel lobby and inspired by Da Nang's historical name, provides a romantic ambiance complemented by soothing music Guests can enjoy an extensive selection of coffee, cocktails, and mocktails, making it the perfect spot for relaxation and socializing.
(Source: Administration - Human Resources) Picture 8: Daknan Bar
On the 26th floor of the hotel, you can admire the full night beauty of
Da Nang's lively city and the fanciful Han River while sipping on delicious cocktails.
(Source: Administration - Human Resources) Picture 9: Tourane Bar
Table 2: Evaluation on the Facilities of F&B Department
Serial Equipment Amount Current Condition
The department boasts a comprehensive range of high-quality equipment and utensils, ensuring it meets diverse customer needs With an ample supply of utilities, the restaurant is committed to delivering exceptional service in both quantity and quality The inviting layout, enhanced by strategically placed greenery and regularly updated decorative flower pots, creates a fresh, relaxing, and peaceful atmosphere, providing customers with a sense of luxury and respect.
3.3.5 Price of the menu at F&B Department at Muong Thanh Grand Danang
Competitive pricing is a key advantage, as it significantly influences consumer psychology In the Food and Beverage sector, exceptional service remains a top priority The selling price of products is influenced by various factors, including overall cost of goods, food and beverage expenses, operational efficiency, and other operational costs.
Da Nang offers a diverse range of hotels and restaurants, many of which are budget-friendly The prices for food and beverages at Muong Thanh Grand Danang can vary with the seasons, providing consumers with the opportunity to enjoy a wide array of new culinary experiences.
Table 3 Price of Menu at F&B Department
Breakfast 50,000- 90,000 VND/ dish Appetizer 60,000- 100,000 VND/ dish Main course 150,000- 385,000 VND/ dish Side dishes 60,000- 300,000 VND/ dish Buffet 250,000- 390,000 VND/ ration
The average meal prices at local restaurants are affordable for customers, aligning with their income levels, with European dishes ranging from 50,000 to 385,000 VND These prices cater to both domestic and international visitors seeking quality dining at reasonable rates A balanced breakfast is also accessible, starting at just 250,000 VND Additionally, drinks at Tourane Bar, located on the hotel's top floor with stunning views of the Han River and Dragon Bridge, are priced between 30,000 and 250,000 VND, ensuring a delightful experience without breaking the bank.
ANALYSIS AND EVALUATION
General Evaluation of F&B Department
The F&B department of a reputable 4-star hotel offers significant advantages that warrant promotion Its established market presence and strong reputation serve as a solid foundation, while the large scale of operations and high responsiveness enhance its competitive edge in the restaurant business today.
Facilities play a crucial role in enhancing customer satisfaction, and the hotel prioritizes high-tech amenities to meet this need By dedicating time to the planning, design, and installation of advanced equipment in the Food and Beverage Department, the hotel ensures efficient energy use This investment in quality equipment also streamlines the tasks of waitstaff, allowing for improved service delivery.
To enhance employee connectivity, the agency has invested in additional radios Furthermore, the hotel efficiently utilizes a winch machine to transport food from the kitchen to the restaurant weekly, ensuring prompt delivery to guests.
The study highlighted that proximity significantly benefits the Food and Beverage sector, particularly for restaurants situated with scenic views of the Han River and the city Enhanced by the addition of trees along the corridors, these features create a refreshing atmosphere for visitors, leaving a lasting impression on consumers.
The restaurant prides itself on a welcoming and friendly staff, ensuring that each table is attended by a dedicated waitress at all times This availability allows for prompt responses to customer requests and inquiries The team excels in verbal and written communication, actively listening to and addressing customer concerns, which has significantly enhanced both service level and quality With university degrees and certifications in their respective fields, the employees also possess a competitive advantage in international languages.
Food and beverage (F&B) services are essential during travel, as catering remains a fundamental need for travelers In Da Nang, one of Vietnam's premier tourist destinations, the high influx of visitors creates significant opportunities for F&B businesses This is particularly true for Muong Thanh Grand Danang, which can capitalize on the growing demand for quality dining experiences.
Aside from the advantages listed above, the F&B Department has certain shortcomings that must be addressed as quickly as possible in order to have better customer experience.
Facilities play a crucial role in hotel operations, as many modern machines have been installed, though some have deteriorated over time For instance, outdated radios fail to meet the communication needs of employees, hindering effective coordination among service staff and waiters To ensure high service quality, it is essential to regularly check, maintain, and update restaurant equipment.
During peak season, the surge in tourist numbers can overwhelm service staff, leading to delays in meeting customer demands This shortage of manpower often results in a perception of unprofessionalism, contributing to negative feedback from guests.
Foreign language barriers and the integration of new employees present notable challenges in the sector, as staff play a crucial role in shaping positive first impressions for consumers, influencing their likelihood of returning Additionally, the adoption of quality-improvement methods is lagging, failing to keep pace with the evolving demands of the industry.
DIFFICULTIES AND SOLUTIONS
Difficulties
The COVID-19 pandemic has significantly impacted numerous industries, leading many businesses, particularly in education, tourism, airlines, and hospitality, to enter a state of "hibernation." The food and beverage sector has been among the hardest hit, with many companies facing shutdowns or downsizing The F&B department at Muong Thanh Grand Danang has also experienced considerable challenges as a result of this socio-economic upheaval.
Owing to a dramatic drop in revenue, corporate operations are at risk of being lost.
Despite a significant decline in consumer numbers, daily expenses for maintaining the shop—including rent, raw materials, equipment, supplies, and staffing—remained constant and unavoidable.
Effective material management poses a significant challenge for business owners, as it is crucial to monitor daily usage of raw materials to prevent excess that may lead to spoilage.
Businesses must retain human resources during the epidemic season even though they are greatly affected after the company cuts working hours.
The right strategy for businesses to revive after our country suffered from the Covid-19 epidemic.
Solution
Along with the challenges that the F&B department is facing, I propose the following ways to deal with the issues:
In response to the ongoing epidemic, restaurants are strategically redirecting their business efforts to focus on the domestic market, aiming to boost commodity consumption and recover lost revenue By prioritizing cost reduction, these establishments are working to minimize their financial losses during this challenging period Emphasizing market adaptation is crucial for navigating the impacts of the outbreak effectively.
To navigate current challenges, the department must implement staff reductions, adjust working hours, and offer unpaid leave while maintaining a basic salary for employees Additionally, the restaurant can minimize losses by limiting the use of non-essential equipment, refraining from importing non-urgent goods, and thoroughly reviewing potential raw material sources.
To effectively forecast visitor numbers and optimize budgeting, managers must continuously monitor market trends This proactive approach allows staff to accurately input the necessary quantities of ingredients, minimizing waste and ensuring efficient resource allocation.
To maintain a robust workforce, enterprises should establish clear policies that guarantee employee benefits, ensuring that departments are adequately staffed when needed Additionally, this period serves as an opportunity for employees to enhance their skills, including professional expertise and foreign language proficiency.
Outstanding service quality is essential for long-term success in this highly competitive industry To recover from an epidemic, a hotel must constantly tailor its services to customer trends.
The F&B Department must recognize the preferences of international tourists to create a suitable menu for restaurant guests Given that Vietnamese cuisine tends to have stronger flavors compared to Korean and Japanese dishes, it's essential to tailor meals for each tour Moreover, the presentation and taste of food are closely connected, emphasizing their significance in enhancing the dining experience.
"flavors" guests' expectations of taste and can stimulate their appetite.
CONCLUSIONS AND SUGGESTION
Conclusions
In today's competitive service industry, hotel restaurants must enhance product and service quality to meet customer demands Muong Thanh Grand Danang, a prominent hotel chain in Indochina, has established a strong reputation among customers in Da Nang During my internship in the F&B department at Muong Thanh Grand Danang Hotel, I had the opportunity to apply my academic knowledge while learning from skilled staff who excel in customer service However, I identified areas for improvement, including foreign language skills and customer interaction strategies, alongside the need for a clear business plan to enhance service quality, which is vital for the hotel's revenue In my graduation thesis, I analyzed the achievements and challenges of the F&B department and proposed measures for improvement I welcome feedback from teachers and readers to refine my research Special thanks to the human resources and F&B department directors for their support during my internship, and to my supervisor, Ms Luong Kim Thu, for her guidance and valuable insights.
6.2 Some Suggestions for F&B Department at Muong Thanh Grand Danang And Faculty Of English At Duy Tan University
6.2.1 Suggestions for F&B Department at Muong Thanh Grand Danang
Knowledge and qualifications are crucial for waitstaff, often valued more than formal degrees Without professional expertise, handling customer complaints and performing job duties effectively becomes challenging To address this, hotels should implement professional training programs for waiters and waitresses, placing a strong emphasis on recruitment By prioritizing skilled staff, hotels can enhance guest satisfaction and improve overall service quality.
In the service industry, proficiency in foreign languages is essential, particularly for waitstaff who interact with international guests While fluency in English is common among hotel receptionists, there is a pressing need to enhance their language skills by offering refresher courses and raising recruitment standards to require fluency in at least two foreign languages, such as Korean, Japanese, or Chinese This improvement will facilitate better communication with diverse clientele and elevate the overall guest experience.
Upgrading facilities enhances employee convenience and improves customer service, leading to a positive impression on guests and attracting more customers The restaurant department should prioritize renewing dining utensils, such as knives, forks, and plates, while ensuring regular maintenance of technical equipment to optimize customer satisfaction.
Restaurants and bars should implement a strategy for regularly updating staff uniforms, as they often become stained and worn during service, especially in areas that interact directly with guests.
To navigate the challenges posed by the Covid-19 pandemic and the resulting crisis in international tourism, hotels should prioritize marketing strategies aimed at attracting domestic travelers By focusing on the potential of the domestic market, hotels can effectively mitigate the impacts of the pandemic and enhance their recovery efforts.
To enhance teamwork and foster a sense of solidarity among employees, the hotel should implement various emulation activities and inter-departmental exchanges These initiatives will not only strengthen connections among staff members but also promote more effective collaboration within teams.
The hotel should have preferential policies for employees to attract and retain capable employees to work for a long time at the hotel.
Every individual and employee should prioritize the enhancement of their professional skills and foreign language proficiency, fostering a strong sense of ownership in their work.
Staff must be able to promote their strengths while also attempting to overcome their weaknesses.
6.2.2 Suggestions for the Faculty of English
The Faculty of English at Duy Tan University has made significant efforts to support students during their academic and internship experiences However, there is a need for the university to enhance its learning programs by integrating real-world applications and fostering a more practical English-speaking environment This approach would greatly contribute to improving students' foreign language proficiency.
Teachers should provide students with more opportunities to practice in real-world environments, as this approach significantly enhances their practical knowledge, even in the absence of actual work experience.
The school is revising its regulations on foreign language output standards, emphasizing the importance of specialized English in meeting these requirements This includes conducting research on the evaluation of energy proficiency through specialized English assessments, ensuring that students are adequately prepared to meet the established output standards.
The Faculty is dedicated to creating a community model for learning foreign languages, with a focus on specialized English To achieve this, it establishes, maintains, and develops specialized English clubs that engage participants in meaningful and practical activities.
The Youth Union and the Student Union strengthen extracurricular activities to improve English skills
Lecturers are innovating their teaching methods to enhance student engagement and motivation in acquiring specialized English for each module They encourage the integration and interpretation of specialized phrases, ensuring that students not only understand but also retain this knowledge for the long term.
The university has an appropriate regime for activities that promote innovation, enrich teaching, and help students improve their special English.There are ways to keep and grow English clubs.
Teachers should provide students with comprehensive materials on tourism and hospitality, including a clear template and detailed instructions for their graduation projects This guidance should outline the essential theoretical background required, helping students focus their writing and avoid wasting time on irrelevant information.
[2] :http://hoteljob.vn/tintuc/khach-san-la-gi-cac-loai-hinh-khach-san
[3] : http://businessdictionary.com/definition/hotel.html
[4] : https://www.fluentu.com/blog/english/english-for-restaurant-staff/
[7] : GS.TS Bùi Xuân Phong, Quản trị khách sạn, nhà xuất bản lao động
[8] : https://hotel.oxu.vn/phan-loai-khach-san/
[9] : Hotel industry; definition and Composition( 2018) Retrieved from http://industry-trade.blogspot.com/2011/09/hotel-industry-definition-and-html
Thank you for choosing to stay with us.
We kindly ask you to take a moment to complete this page, as your feedback is essential for our research Your insights will help us enhance the food and beverage offerings at Muong Thanh Grand Danang, ultimately allowing us to serve you better.
Thank you for your support and we look forward to welcoming you back soon.
Please give us your individual information:
1 How many times have you been in Da Nang city?
2 How many times have you visit to the restaurant at Muong Thanh Grand Danang?
3 How do you feel about the restaurant's menu?
4 Please tick in the box that you satisfied according to satisfaction level
The design and decoration of the restaurant
The price of the menu in the restaurant
The restaurant staff of Muong Thanh
Grand Danang is: a.Beautiful uniform b.Enthusiastic and thoughtful attitude c.High level of foreign language d.Professional qualifications:
Food service time is quickly
- Instructions on how to eat full specialties
- The wholeheartedly service of the staff
Tobe provided with full information about: dishes, prices and services
- Instructions on how to eat full specialties
- To solve your complaints is quickly and satisfactorily
- To pay a bill is exact
5 What made you most satisfied?
6 Do you think you will return to Muong Thanh Grand Danang in the future? Yes No
7 What do you think our restaurant needs to improve?
8 Was there any staff whose services exceeded your expectation? If yes, kindly provide his/ her name: