INTRODUCTION
Rationale
Vietnam boasts a rich and diverse tourism potential, with a notable increase in both international and domestic visitors in recent years The country's tourism is gaining global recognition, with numerous local destinations being favored by international travelers This thriving tourism industry significantly contributes to the socio-economic development of Vietnam.
As the tourism industry continues to grow, numerous businesses are investing in this sector to capitalize on its benefits This surge has led to a rise in accommodation, food, and entertainment services, providing customers with a wider array of choices Consequently, competition among businesses has intensified, driving them to innovate and launch new products and services to attract and satisfy customers To meet the increasing demand, businesses must continuously enhance the quality of their offerings and implement effective strategies to draw in a larger customer base while ensuring stable revenue Recognizing this need, I chose to focus my research during my internship at New Orient Hotel on "An Investigation into the Real Situation and Some Solutions to Enhancing Food and Beverage Services of Bistecca."
Restaurant at Orient Hotel Danang”
Aims and Objectives
- Identifying the importance of the service quality to attract the customer of the restaurant
- Appreciating the real situation with the service quality of Bistecca restaurant in New Orient Hotel Danang
- Suggesting solutions for improving the quality of service in Bistecca restaurant, New Orient Hotel Danang.
In order to get these above-stated aims, the following objectives are set:
- Introducing the basics of the service quality, find out the realities of restaurant service attracting guests to the restaurant
- Offering solutions to improve the efficiency of attracting guests inBistecca restaurant, New Orient Hotel Danang
Scope of the study
This article evaluates the food service quality at Bistecca restaurant, located in the New Orient Hotel Danang, by analyzing customer feedback from hotel guests It aims to identify areas for improvement and provide strategic recommendations to enhance overall service quality.
- Regarding space: The study was carried out within the New Orient Hotel Danang, in the area of Da Nang City.
Secondary data: Collecting data and documents on tourism in DaNang province and Bistecca hotel from 2019–2021
Primary data: Customer survey data is conducted from January toApril 2022.
Method of the study
To complete the paper, I will employ direct observation methods to analyze the activities, tools, and communication channels utilized by Bistecca Restaurant at the New Orient Hotel in Danang.
Method of Collection: data have been collected from books, websites and researches.
Method of Description: detailed description of restaurant service about three aspects including quality, quantity and serving.
Method of Analysis: from data collected, we analyzed the real situation of Bistecca Restaurant at New Orient Hotel Danang.
Comparative analysis, comparison with other restaurants.
Structure of the study
THEORETICAL BACKGROUND
Overview of Catering Business
Eating is a fundamental human necessity that occurs daily, making the hotel industry vital in fulfilling this need for guests By offering catering services, hotels enhance guest convenience, boost their profitability, and distinguish themselves in a competitive market.
The catering business within the tourism sector involves the preparation, sale, and service of food and beverages, alongside additional services aimed at fulfilling dining and entertainment needs in restaurants, all with the goal of generating profit.
- Contents of catering business include activities:
Physical production activities in the food and beverage industry involve kitchen and bar staff transforming raw materials into dishes and drinks This process not only enhances the original ingredients but also creates new value and unique culinary experiences Thus, the labor performed in restaurant kitchens is fundamentally material production labor, focused on delivering high-quality food and beverages.
+ Circulation activities: are activities of exchanging and selling processed foods and beverages, transporting these goods from the place of processing to the place of consumption.
The serving activities at a restaurant are crucial for enhancing customer experience, as they facilitate food and drink consumption while providing a relaxing atmosphere The quality of service directly influences customer satisfaction, with guests often assessing their experience based on staff interactions To ensure exceptional service, it is essential to employ a highly qualified team of enthusiastic staff dedicated to delivering the best possible experience for customers.
2.1.2 Characteristics of the Catering Business
Maintaining cleanliness is essential for every restaurant, as it directly impacts the health of both employees and customers A restaurant that fails to uphold high hygiene standards should not operate Therefore, it is crucial to ensure that both the service and dining areas are consistently clean to create a safe and welcoming environment.
High-quality food is essential for any restaurant's success, as it plays a crucial role in attracting and retaining customers Regularly taste-testing your dishes ensures they meet your standards and appeal to your clientele Serving food that lacks flavor can lead to customer dissatisfaction and ultimately drive them away.
Excellent service is crucial for a restaurant's longevity; even the best food cannot compensate for unfriendly or discourteous staff Establishing strong relationships with customers can help a restaurant thrive, even if the food is only average.
Reasonable prices – a restaurant should always price their food right.
If your food is overpriced for its taste, customers will definitely lose interest.
In today's competitive restaurant landscape, establishing uniqueness is essential for standing out and being memorable to customers By offering distinctive service, captivating aesthetics, or exceptional cuisine, you can create an unforgettable experience that resonates with your patrons and sets your restaurant apart from the rest.
A successful restaurant prioritizes aesthetics by creating an inviting and visually appealing atmosphere It should feature well-designed interiors, comfortable seating, and appropriate lighting to enhance the dining experience Additionally, incorporating entertainment options can further engage customers, making the eatery both interesting and comfortable.
To ensure long-term sustainability, restaurants should focus on building their brand, starting with a well-designed logo Utilizing custom beverage napkins and plates featuring their logo can enhance brand recognition The more memorable the logo, the stronger the association diners will have with the restaurant and its quality food, ultimately fostering customer loyalty.
Safe equipment – a good restaurant will not only think about their customers and guests, but they’ll also consider the safety of their employees.
Ensuring that a restaurant acquires safe equipment is essential for enabling employees to deliver high-quality food effortlessly Additionally, reputable companies prioritize the safety of their staff, recognizing its importance in maintaining a productive work environment.
A diverse and complex menu significantly enhances customer retention at restaurants, as patrons are more inclined to return when offered a wide variety of food options Conversely, a limited menu can lead to dissatisfaction, prompting customers to seek alternative dining establishments that better meet their culinary preferences.
On time delivery of food – nobody likes to wait hours just for their food If a restaurant can deliver food on time, they’ll be able to impress their customers.
2.1.3 Role of the Catering Business in the Hotel
The catering business is a vital component of contemporary hotel operations, focusing on the production, sale, and service of food and beverages to guests Its primary objectives are to enhance revenue and drive profitability Within the hotel industry, food service plays crucial roles in guest satisfaction, brand reputation, and overall financial success.
The food service business is a vital aspect of the hotel industry, focusing on meeting the essential needs of guests during their stay This service not only enhances the guest experience but also caters to the dining requirements of visitors in the surrounding area.
A deficiency in food and beverage services within the hotel industry can lead to a lack of synchronization and prevent the establishment from achieving "star" standards, ultimately diminishing business efficiency This shortfall restricts the hotel's ability to fully capitalize on guests' spending potential and fails to meet their daily dining needs, resulting in a decrease in guest retention and overall occupancy rates.
Overview of Catering Service Quality
2.2.1 Definition of Catering Service Quality
Services are intangible offerings that arise from the interactions between employees, customers, and organizational facilities Defining service quality is challenging due to its abstract nature, and perceptions of quality can vary among individuals Ultimately, service quality is shaped by customer perceptions, highlighting the subjective nature of what constitutes a high-quality service experience.
Perceived service quality is determined by consumers' evaluations of external attributes of a product or service, as they often cannot assess quality before purchase and lack complete information about essential features Consequently, they rely on their perceptions during service interactions, which include factors like the demeanor and appearance of service staff, as well as the condition of the provider's technical facilities.
- Search service quality: are important service features that can be seen or touched by customers.
Experience service quality refers to the level of service that customers assess only after utilizing the service or interacting directly with the staff This evaluation occurs post-experience, highlighting the importance of firsthand encounters in determining the quality of service provided by a business.
Credence service quality refers to the assessment of a product's quality based on the service provider's reputation and expertise Customers are more likely to trust the service quality of businesses that have established a strong reputation in the market.
According to the ISO 9000:2000 quality management system standard, service quality is defined as the extent to which the inherent characteristics of a product, system, or process meet the requirements of customers and other stakeholders.
Service quality is determined by a customer's overall assessment, which involves comparing their expected level of service with the actual quality received When customers perceive the service quality as exceeding their expectations, they are more likely to value and appreciate that service.
2.2.2 Characteristics of Catering Service Quality
2.2.2.1 Difficulties in Measuring and Evaluating Catering Service Quality
The quality of food and beverage products is determined by four essential components: means of performance, consignments, and both explicit and implicit services To effectively assess the overall quality of these products, it is crucial to evaluate each of these factors comprehensively.
Evaluating the quality of tangible components, such as the vehicle for service and merchandise, is straightforward due to their measurable physical and chemical properties like size, volume, and color In contrast, assessing visible and hidden services poses challenges, as they cannot be seen or touched and lack specific measurements This makes quantifying service quality difficult, as these factors can change over time Consequently, customers perceive the same service level at different restaurants variably, and even individual customers may have differing perceptions of service quality at different times.
2.2.2.2 Accurately Assessed Only through Direct Consumer Experience
This feature comes from the following reasons:
-Because food service quality is difficult to measure and evaluate, it greatly depends on the perception of direct consumers of the restaurant's dishes and drinks.
In the food and beverage industry, the creation and consumption of services occur simultaneously, making customers essential participants in the restaurant experience As the "main characters" in this service performance, they possess both an insider's perspective and the viewpoint of paying consumers Consequently, their evaluations of service quality are regarded as the most reliable indicators of a restaurant's performance.
A positive perception of a restaurant's service leads to higher customer satisfaction Consequently, individuals who do not directly experience the product may struggle to accurately assess the quality of the restaurant's offerings.
To effectively evaluate food service quality, restaurant managers must adopt the perspective of their customers It is essential for them to fully understand the needs, desires, and expectations of their guests, rather than relying solely on personal judgment or subjective feelings.
2.2.2.3 Depending on the Service Delivery Process of the Restaurant
The quality of restaurant service is influenced by two key factors: the technical facilities available and the employees delivering the service Customers typically assess the quality of this intangible product by focusing on both technical quality and functional quality, which play crucial roles in their overall dining experience.
Technical quality in a restaurant encompasses various aspects, including the comfort level and modernity of equipment, the aesthetic appeal of interior decoration and design, as well as hygiene standards both inside and outside the establishment Additionally, it involves the safety measures implemented in the design and installation of equipment and machinery, ensuring a secure environment for both staff and patrons.
Functional quality in a restaurant setting encompasses various aspects related to the staff who interact directly with customers Key factors include the employees' attitudes, behaviors, communication skills, and overall appearance Additionally, their skill and education levels, psychological and health statuses, as well as age and gender, play significant roles in shaping the dining experience.
The perceived food service quality of a restaurant is influenced by both technical and functional quality components, which shape its overall image Restaurant managers face the ongoing challenge of enhancing these qualities to adapt to the evolving needs, preferences, and demands of their target customer market.
- Consistency here must be understood from two aspects:
CASE DESCRIPTION
General Information of New Orient Hotel Danang
Picture 3.1 Logo of New Orient Hotel Danang
- Business name: New Orient Hotel
- Address: 20 Dong Da, Hai Chau District, Da Nang City.
- Website: https://www.neworienthoteldanang.com/en/
New Orient Hotel Danang, situated at 20 Dong Da in Hai Chau, Da Nang, offers a prime location just 3 km from the city center and 4 km from the beautiful My Khe Beach Additionally, it is conveniently located 4.3 km from Da Nang Airport and 2 km from Da Nang Station, making it an ideal choice for travelers looking to explore the area.
Picture 3.2 New Orient Hotel Danang
Discover the New Orient Hotel, a 4-star gem in Da Nang, featuring unique architecture with luxurious sandstone layers and lush green spaces This charming hotel is situated in the heart of the city and offers 100 high-class rooms and apartments, each designed with elegance and adorned with cascading chrysanthemums that gracefully touch the lake's surface Guests can savor the fresh morning air from their balconies while taking in stunning views of the city, rivers, mountains, and ocean.
New Orient Hotel Danang offers a modern hotel complex featuring restaurants and bars set amidst lush green spaces and breezy balconies, ensuring a comfortable experience for all guests Conveniently located, it allows visitors easy access to popular tourist attractions With facilities tailored for both leisure travelers and business professionals, New Orient Hotel Danang is an ideal choice for anyone visiting Da Nang city.
+ Vision: Recognized by the highest standards and consistent service.
+ Mission: To serve customers with thoughtful care, bringing great experiences above expectations.
* Core Values: Ownership - Respect - Integrity - Sustainability -
3.1.2 Human Resource and Organization of the New Orient Hotel
Chart 3.1.2 Organizational structure of New Orient Hotel Danang
- Reception: Reception, Bell Service, Guest Service, Drivers are headed by the Front Office Manager Reservation Department is included.
Houseke eping F&B F&B Kitchen Kitchen Engineering Engineering Security Security Sale &
- Housekeeping: Housekeeping and Linen/Laundry Service are the responsibilities of the Executive Housekeeper.
+ Restaurant and Bar are the responsibility of the F&B Manager.
+ Kitchens are the responsibility of the Executive Chef.
- Engineering: The Chief Engineer is responsible for the upkeep of the building contents and grounds.
The Finance and Accounting Department oversees critical functions such as processing payments, managing payroll, and handling credit and collections for guest accounts Additionally, it is responsible for financial reporting, auditing, budgeting, and information systems management, as well as purchasing This department is led by the Chief Accountant, ensuring effective financial operations and oversight.
- Human Resources: This Department is responsible for providing support in the various human resources functions including: recruitment, staffing, performance monitoring and employee counseling, time attendance controlling.
- Security: Safety and security of the guests and employees and protecting the guest/hotel assets is the responsibility of the Security Department.
- Sales & Marketing: Sales & Marketing Manager is responsible for the delivery of top-line budget by various methods.
Food and Beverage of the New Orient Hotel Danang
3.2.1 Introduction of Food and Beverage Department
New Orient Hotel Danang offers a diverse range of dining options to satisfy every guest's culinary desires With venues such as Bistecca restaurant, Sevva Sky Lounge, NOH Pool Bar, and Thien Long Hien restaurant, guests can enjoy convenient access to exceptional food and beverages Each dining area is uniquely designed, contributing to the hotel's overall aesthetic harmony.
New Orient Hotel features two expansive restaurants, Bistecca and Thien Long Hien, offering exquisite Italian and Chinese cuisines, respectively For those seeking a relaxing atmosphere, the NOH pool bar and Sevva Sky Lounge rooftop bar provide the perfect setting to enjoy delicious cocktails Additionally, the hotel boasts a Camelia wedding center and a Saffron conference center, ideal for hosting corporate events, weddings, parties, buffets, meetings, and other significant conferences in Danang.
+ Bistecca restaurant serves original flavors of Italian cuisine In addition, Bistecca restaurant also serves a daily breakfast buffet with a variety of European and Asian dishes.
+ NOH Pool Bar: The green space at the NOH poolside bar area is an ideal choice for relaxing Enjoy drinks such as cocktails, mocktails, fresh juices or snacks.
Thien Long Hien Restaurant offers an authentic Hong Kong dining experience, showcasing traditional Chinese design elements combined with modern Asian aesthetics Guests can indulge in a variety of exquisite Cantonese dishes, including the renowned Hong Kong hot pot, all within a beautifully crafted ambiance that highlights the restaurant's unique architectural style.
Experience the vibrant nightlife at Sevva Sky Lounge in Da Nang, where you can unwind after a long day with delicious cocktails and an extensive selection of renowned wines Enjoy breathtaking 360-degree panoramic views of the city illuminated at night, making it the perfect entertainment destination.
Provide breakfast, lunch and dinner for guests staying at the resort as well as outside guests to order food The restaurant serves a variety of Asian
- European dishes in three main dishes: Buffet, Set Menu and Ala carte. Banquet - Organizing seminars, conferences, meetings, weddings, parties of businesses, companies, for customers in need.
The Food and Beverage (F&B) department is essential in fulfilling customers' culinary needs through key activities such as food processing, circulation, and service organization within the hotel Additionally, it enhances revenue by offering supplementary services like event planning and buffet arrangements.
We offer a delightful dining experience for both in-house and outside guests, serving breakfast, lunch, and dinner Our food service extends to the pool area, featuring a charming afternoon tea set, a floating tray for a unique experience, and a private pool grill set Guests can also enjoy a selection of extra drinks to complement their meals.
- Providing birthday cake (for guests with birthday on the day of stay), welcoming back set (for returning customers)
Overview about Bistecca Restaurant
3.3.1 General Information of Bistecca Restaurant
Bistecca - Italian restaurant is located on the 7th floor of New Orient Hotel, this restaurant is not only classy and luxurious, but also possesses a
Experience breathtaking views of the city from our Italian-style restaurant, which blends modern elegance with romantic charm The spacious Bistecca area features both indoor and outdoor seating, with the indoor space adorned in soothing pastel blue tones Harmonious decor, including wall art, stylish sofas, chandeliers, and decorative plants, enhances the inviting atmosphere Natural light floods the space during the day, creating a cool and pleasant environment, while an innovative lighting system transforms the ambiance into an impressive and cozy setting at night.
The restaurant offers a diverse selection of Mediterranean dishes, expertly crafted by seasoned chefs to highlight the authentic flavors of each meal Additionally, guests can enjoy traditional Vietnamese cuisine, reimagined with innovative presentations that bring a fresh twist to familiar tastes.
"unmatched" drinks prepared by talented bartenders.
In addition to the Italian and Vietnamese menu, Bistecca restaurant also serves daily buffet breakfast from 6:30 am to 10:30 am with a variety of dishes
Experience exceptional comfort and satisfaction at Bistecca, where our team of highly trained, professional staff adheres to international standards This luxurious restaurant is the perfect setting for romantic dinners and warm gatherings, offering an inviting atmosphere for complete relaxation.
These special and unique features create an exclusive atmosphere specially tailored to provide guests with an unforgettable indoor dining experience.
3.3.2 Human Resource and Organization of Bistecca Restaurant a Organization Structure
Chart 3.3.2 Organization Structure of Bistecca restaurant b Human Resource
The F&B Manager is responsible for overseeing and managing all aspects of business operations, including restaurants, accommodations, and entertainment This role involves participating in business planning and strategy, recruiting staff, and addressing serious and irregular issues that may arise.
- Recruiting, training and supervising staff
- Planning menus, ensuring compliance with licensing, hygiene and health and safety legislation/guidelines
- Promoting and marketing the business
- Handling customer enquiries and complaints
- Greeting and advising customers, problem solving, preparing and presenting staffing/sales reports
- Keeping statistical and financial records
- Liaising with customers, employees, suppliers, licensing authorities and sales representatives, making improvements to the running of the business and developing the rest
- Carry out maintenance on all restaurant equipment and records
- Manage and oversee all storage supplies for the restaurant
- Supervise every kitchen and dining room activity to ensure customer satisfaction always
- Schedule activities (including shifts) for the restaurant’s staff according to the restaurant’s standards or guidelines
- Review employee performance record and provide training to help improve their (employees) performance, when necessary
- Make sure that the restaurant attains every form of licensing requirement, like liquor licenses, and quickly attend to repairs that have to be made within the restaurant.
- Prepare the work before the shift.
- Manage and supervise employees in the area they are in charge of:
- Property management of restaurants and hotels.
- Directly serve guests upon request, when crowded.
- Preparing alcoholic or non-alcoholic beverages for bar and patrons
- Interacting with customers, taking orders and serving snacks and drinks
- Assessing bar customers’ needs and preferences and making recommendations
- Greet incoming and departing guests warmly with a genuine smile and eye contact; escort them to assigned dining area; present menus; announce waiter's name.
- Answer incoming calls to the restaurant and provide appropriate service.
- Manage the flow of guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate.
- Receive payments by validating credit charges; approving checks; accepting currency; calculating and issuing change for orders.
- To welcome bar/lounge guests and take their orders.
- To ensure the guests receive high quality services and service provision.
- To ensure that health and safety and procedures are respected.
- To keep the bar/lounge area clean and tidy.
- To provide excellent wait service to ensure satisfaction.
- To take customer orders and delivering food and beverages.
- To make menu recommendations, answer questions and share additional information with restaurant patrons.
3.3.4 Serving Process of Bistecca Restaurant
Chart 3.3.4 : Serving process of Bistecca restaurant
Step 1: Prepare before meal time
Service staff play a crucial role in ensuring a seamless dining experience by preparing the dining room and organizing eating utensils based on the meal type, menu, guest count, and dining schedule They meticulously arrange items on a waiting table or tool cabinet, tailored to each occasion Additionally, they conduct thorough checks of all dining room facilities to guarantee everything is in optimal condition.
Preparing before meal time Preparing before meal time
Welcoming guests and arranging seats Welcoming guests and arranging seats
Introducing menus and take orders Introducing menus and take orders
Transfering the order to the kitchen Transfering the order to the kitchen
Receiving foods, drinks and catering Receiving foods, drinks and catering
Paymenting and see off guests Paymenting and see off guests
Cleanning upCleanning up menu is correct and ready, the workplace is organized, clean, neat, ready to serve guests.
Step 2: Welcoming guests and arranging seats
Upon arrival at the restaurant, the service staff should warmly greet guests at the door while dressed neatly They then inquire about the customers' dining preferences, the number of guests in their party, and whether a reservation has been made.
Step 3: Introducing menus and take orders
Upon locating the guest, the staff presents the menu and patiently waits for the guest to signal readiness to order Once the guest indicates their choice, the staff fills out the request form and inquires about specific cooking instructions To ensure accuracy, the staff then repeats the order back to the customer for confirmation, guaranteeing that the guest's preferences are properly addressed.
Step 4: Transfering the order to the kitchen
After submitting the request form, the waitstaff promptly relays it to the kitchen and bar, ensuring efficient communication through both spoken and written methods Timely transfer of customer requests is crucial, as it maintains the right order and tempo of service, minimizing wait times between dishes This approach not only enhances the guest experience by reducing delays but also alleviates stress for the staff, allowing kitchen and bar personnel ample time to prepare meals effectively.
Step 5: Receiving foods, drinks and catering
Upon receiving the food, waitstaff must verify the dish's quantity, assess its artistic presentation, and ensure all necessary ingredients meet quality regulations.
When serving guests, waitstaff implement essential business practices to deliver food and beverages effectively It is crucial for the staff to attentively respond to guests' dining requests and to meet those needs with enthusiasm and care.
Step 6: Paying and seeing off guests
When a customer requests to settle their bill, the staff retrieves the invoice from the cashier and meticulously verifies all items, including dishes and drinks ordered Each item’s price is accurately calculated to ensure completeness Once the invoice is presented, the staff steps back to allow the guest to review it After payment is made, the guest expresses gratitude and bids farewell to the staff.
After guests depart, the staff efficiently cleans and organizes the dining tables in preparation for new arrivals At the end of the day, a thorough cleanup is essential, along with an inventory check to ensure that all tools are adequately stocked.
ANALYSIS AND EVALUATION
Actual Situation of Food Service Quality at Bistecca Restaurant - New Orient
Collecting customer feedback is essential for businesses to identify the strengths and weaknesses of their products and services By leveraging insights from platforms like Tripadvisor, Agoda, and Booking.com, companies can swiftly align with customer preferences and needs, ultimately enhancing their offerings to deliver the best possible experience.
4.2.1 Facilities and Equipment of Bistecca Restaurant
Bistecca restaurant, designed in authentic Italian style, offers diners a serene and cozy atmosphere complemented by stunning views from its 10th-floor location.
The dining room features 30 tables accommodating up to 100 guests, creating an inviting atmosphere It is enhanced by a modern lighting system that alternates between warm yellow and bright white lights, contributing to a cozy ambiance Additionally, the space is equipped with a state-of-the-art sound system, air conditioning, and elegantly decorated curtains for a refined touch.
Next to the kitchen is the warehouse.
The restaurant is well-equipped to serve diners, but it falls short in terms of aesthetics, luxury, and overall appeal To enhance its professionalism and meet customer expectations, the restaurant should consider updating its facilities and adding new tools.
Table 4.3 The facilities and equipment of Bistecca restaurant
Modern equipment Impressive architectureEating utensils Cozy spaceHarmonious interior colors 0
Chart 4.2.3: Customer reviews about the quality of the restaurant's facilities
A recent survey indicates that customers are dissatisfied with the quality of the restaurant's facilities and equipment In particular, the dining utensils and overall amenities require significant investment to enhance customer satisfaction.
Table 4.2.2 Labor structure of Bistecca restaurant division
- Restaurant Bistecca has a total of 19 employees and 2 managers In general, the ratio of male and female employees of the restaurant is quite reasonable.
The service staff at the restaurant is youthful and energetic, with an average age of 23 Among the ten waiters, 30% hold college degrees in tourism, while 70% have completed basic training in restaurant operations However, the varying levels of professional qualifications among the staff can impact the overall quality of service provided.
- Bartender consists of 4 people, average age is 25, bar staff have been trained through regular bartender classes Very good level of expertise and workmanship.
- Strengths of staff at Bistecca restaurant:
The table service department at Bistecca restaurant is comprised mainly of graduates from the College of Hospitality, with a significant portion having prior experience in other restaurants The bartenders are all professionally certified, with many having worked in hotel bars To ensure staff qualifications are accurately assessed, Bistecca conducts qualification tests every two months, allowing the restaurant manager to recognize and reward outstanding employees or identify those who may need retraining.
Restaurant staff in general and service department staff in particular have a high sense of responsibility at work.
The experienced staff at the restaurant ensures a seamless working process, from guest preparation to farewell Committed to continuous improvement, employees actively enhance their skills, including foreign languages, to better satisfy customers They also enthusiastically mentor new hires, facilitating a smooth transition into their roles Eager to learn, new employees effectively blend academic knowledge with practical insights from seasoned staff Their youthful energy and enthusiasm enable them to adapt quickly to the dynamic work environment.
- Weaknesses of Bistecca restaurant staff:
+ The service department and the kitchen department are relatively independent, so the coordination between these two departments is not close, leading to errors in the service process.
The limited foreign language proficiency of restaurant staff significantly impairs customer service, often leading to misunderstandings and discomfort for patrons who struggle to communicate effectively with employees.
+ The supervision of staff is neglected, so the situation of employees gathering in one place, causing distraction during working hours, and delays in serving guests still occur
Sometimes employees get caught up with urgent work, so they often forget to greet customers with a smile.
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(So urce: fact survey) Chart 4.2.2 Customer reviews about the staff of Bistecca restaurant
Survey results indicate that while customers are generally satisfied with the restaurant's service process, there is a need for staff training and motivation to enhance performance at every stage of the service, ultimately leading to improved customer satisfaction.
4.2.3 Quality of Food and Beverage
Bistecca restaurant mainly serves a la carte menu In general, the restaurant’ menu is quite rich, there are 2 tastes that are Asian and European. The menu includes :
- Starter & Antipasto+ Soup: Pumpkin Almond Cream Soup, Lobster Bisque + Salad: Gravlax caesar salad, Seafood Salad, Fritto Misto
- Itanlian Corner: Aglio e Olio Peperoncino Spaghetti, Spaghetti Alle Vongole, Spaghetti Carbonara, Beef Ragu Spaghetti, Mushroom Risotto, Lobster Risotto
- Korean Corner: Beef and Vegetables Japchae, Bulgogi Stir fried Marinated Beef.
- Vietnamese Corner: Fried Vegetable Spring Rolls, Vietnamese Deep Fried Spring Rolls, Seafood Fried Rice, Seafood Congee, Stir- fried Seafood Noodle, Beef Noodle in Hue Style, …
- Cantonese Corner: Hong Kong Crispy Pigeon, Dry Sichuan Pepper Fried Chicken, Eggplant & Minced Pork,…
- Land and sea: Pacific Salmon, Black Angus Striploin, Rib-eye, Osso buco all milanese.
- Sauces: Mushroom, Red Wine, Peppercorn, Black Olive Sauce.
- Side dishes: Mixed Leaf Salad, Grilled Asparagus, Potato Cajun Fries, Truffle Fries, Potato Puree
- Dessert: Gelato (Chocolate, vanilla bean, cookies and cream ), Fresh fruit platter, Cre’me Blu’lee, Biscotti.
Bistecca restaurant prioritizes exceptional food quality and stringent hygiene standards Every ingredient and spice undergoes thorough inspection for origin and quality before reaching the kitchen To maintain freshness and nutritional value, all raw ingredients are carefully frozen at the correct temperatures The chefs and kitchen staff are committed to nutritional excellence, ensuring that each dish is not only flavorful but also visually appealing, providing diners with an outstanding culinary experience.
- Drinks: Wisky, Vodka, Rum, Gin, Coffee, Tea, Cocktail, Mocktail,Beer, Water, Soft drink, Juice, Smoothie…
Bistecca restaurant prioritizes exceptional food quality, hygiene, and safety Each ingredient and spice undergoes thorough inspection for origin and quality before entering the kitchen To maintain freshness and nutritional value, all raw ingredients are properly frozen The chefs and kitchen staff are dedicated to addressing nutritional concerns while ensuring that every dish is both flavorful and visually appealing, providing an outstanding dining experience for guests.
Good tasteGood food quality Decorate beautifully Popular menu Sanitary Price
Chart 4.2.3 Customer evaluation of the quality the food of restaurant
Survey results show that customers are relatively satisfied with the quality of food, drinks, hygiene decorate and price, but not satisfied with the menu.
Evaluation of Service Quality at Bistecca Restaurant
Service quality is a crucial factor that influences a restaurant's reputation and competitiveness in the market The level of service provided to guests directly impacts their dining experience and satisfaction Enhancing service quality not only meets consumer expectations but also brings significant benefits to the restaurant By focusing on improving service standards, restaurants can elevate their quality and operational efficiency, leading to long-term success.
Bistecca Restaurant impresses customers, particularly international guests, with its elegant design and well-maintained facilities The restaurant is equipped with adequate technical facilities to meet service demands, ensuring a high-quality dining experience Daily cleaning by dedicated staff keeps the premises in top condition, while the technical department conducts regular checks and prompt repairs on equipment as needed.
The staff at Bistecca restaurant is characterized by their enthusiasm and strong work ethic, demonstrating a high sense of responsibility and a commitment to supporting one another With a youthful and dynamic approach, the service and bar staff are friendly and engaging with customers They possess solid professional qualifications and are well-informed about the restaurant's products and services To enhance their skills, employees participate in regular short-term training and testing sessions, ensuring continuous improvement in service quality Additionally, the staff consistently adheres to established rules and maintains a cooperative relationship with the restaurant manager.
Bistecca restaurant offers an impressive selection of high-quality dishes, featuring a diverse buffet menu that includes a rich variety of Chinese, European, Korean, and Vietnamese cuisine, expertly prepared by the skilled chef.
Hygiene and food safety remain paramount concerns in the culinary world, with chefs dedicated to ensuring both nutritional value and flavor in their dishes Each plate is not only a delight to the palate but also visually appealing, featuring vibrant, nature-inspired decorations that enhance the overall dining experience.
The restaurant's long-standing operation has resulted in the deterioration of its facilities, particularly its equipment Many porcelain items, including plates and cups, as well as glassware like glasses and spice jars, have been damaged due to negligence from both customers and staff This has led to a shortage of essential items, and when replacements are purchased, they often do not match the existing design and pattern, creating a disjointed dining experience.
At the Bistecca hotel and restaurant, over half of the guests are international visitors; however, the limited English proficiency of the staff can lead to communication challenges This inability to effectively convey the restaurant's services may negatively impact the establishment's reputation and diminish customer satisfaction, ultimately affecting the hotel's overall appeal.
Some service staff sometimes serve improperly, the situation of employees gathering to talk during working hours occurs often
Sometimes during peak hours, the service department and the kitchen department do not have close coordination leading to delays in serving guests, sometimes the service phase is interrupted
- Regarding the quality and type of food products: The restaurant's menu has not impressed customers
The menu just boringly lists the dishes in the order of the meal without any special highlights or dishes for the guests
The menu design lacks visual appeal, appearing large and monotonous, which detracts from the dining experience Additionally, the absence of dish photos diminishes the menu's attractiveness and hinders customers' understanding of the offerings.
The restaurant does not have a special dish with its own style, which has not made a difference compared to other restaurants.
- The management board of the restaurant has not closely monitored the working process of the staff
- The restaurant's reward system has not yet encouraged employees to work effectively
The serving and bar staff, typically aged between 20 and 30, often lack extensive practical experience and may not possess comprehensive professional qualifications Additionally, some employees do not fully commit to their roles, reflecting a low level of self-awareness in their work ethic.
DIFFICULTIES AND SUGGETED SOLUTIONS
Diffculties
To maintain a competitive edge in the bustling hospitality market, particularly against rivals like the Holiday beachfront resort chain, New Orient Hotel and Bistecca restaurant must adhere to high service standards and continuously enhance their staff's knowledge of daily dining By upgrading their services and implementing strategic changes, they aim to create appealing experiences for guests while upholding a strong sense of responsibility to deliver the exceptional quality of service that embodies the "New Orient" brand.
Some Solutions to Enhance the Quality of F&B Services at Bistecca Restaurant
5.2.1 Improving the Professional Capacity of the Staff
Training professional and management skills for restaurant management team
The role of a restaurant manager is crucial for the smooth operation of the establishment and the satisfaction of customers To excel in this position, managers must master essential skills and knowledge in effective management, staff oversight, and quality assurance to ensure the highest level of service.
The restaurant's board of directors should facilitate management training opportunities for supervisors, enabling them to enhance their inspection and supervision skills, thereby positioning them for future advancement into higher roles.
The Board of Directors should implement professional training programs to enhance the knowledge and skills of their teams in group organization and management This investment in training will empower staff with valuable experience, enabling them to serve the restaurant effectively and motivate their colleagues to achieve optimal performance.
Establishing professional requirements for the restaurant's staff
Service skills are crucial in the restaurant industry as they reflect the professionalism of the staff and significantly impact service quality A fast, tidy, and courteous service team enhances customer satisfaction, encouraging repeat visits and future party bookings.
- Table service skill is the way staff arrange tables and perform table service skills according to the restaurant's standards, to improve service skills.
- The restaurant's board of directors should provide the following criteria:
+ Priority will be given to candidates with experience and skills in the service industry
+ The restaurant's board of directors should organize extra-curricular training sessions to improve service skills and behavior in each case.
The restaurant's board of directors should actively motivate and support employees to participate in professional competitions organized by the industry and tourism department This initiative will enhance their professional knowledge and skills, ultimately leading to improved service quality for customers.
Training employees in problem-solving and problem-solving skills
To enhance guest satisfaction, restaurant management must prioritize the development of situation-handling and problem-solving skills among staff Regular training courses should be organized, featuring insights from psychologists and experienced managers By sharing real-life scenarios encountered in the restaurant, these experts can provide practical solutions that employees can easily implement in their daily work.
Improving foreign language skills for employees
The Human Resources Department needs to regularly organize advanced English classes for all restaurant staff, especially waitresses
The Board of Directors should conduct regular evaluation sessions to assess the qualifications of all restaurant staff This can be achieved by posing questions and presenting scenarios for employees to respond to in English Such evaluations will help determine staff competencies and enable the implementation of targeted measures to enhance employee qualifications effectively.
Employees who excel in foreign languages should receive rewards, salary increases, or promotions to higher positions This recognition not only motivates them but also encourages them to assist and support their colleagues who may be less proficient in these languages.
To foster a culture of English communication, it is essential to create an environment where employees can regularly exchange ideas and utilize tools in English Encouraging participation in after-hours classes can significantly enhance their communication skills Additionally, supporting employees in taking international certification exams such as TOEIC, TOEFL, and IELTS will further improve their proficiency and confidence in using the language.
5.2.2 Menu Development and Food Quality
Improving the skills of the kitchen team and developing the restaurant menu
To meet the growing and diverse needs of customers, the Board of Directors should consistently recruit skilled and talented chefs from reputable culinary schools, renowned restaurants, or international culinary experts.
To enhance the skills of kitchen staff, it is essential to regularly enroll them in professional classes at culinary schools and courses focused on food hygiene and safety abroad This approach allows them to gain valuable insights and experiences, ultimately contributing to the development of a diverse and innovative menu for the restaurant.
- Restaurants need to diversify food products by improving the skills of chefs, creating opportunities for them to learn new cooking knowledge, and combining chefs at the restaurant
- Restaurants need to diversify food products by improving the skills of chefs, creating opportunities for them to learn new cooking knowledge, and combining chefs at the restaurant
To enhance the visibility of the restaurant, it is essential to create opportunities for chefs to participate in prestigious kitchen competitions like Master Chef and Iron Chef Engaging in these contests allows chefs to refine their skills, learn from their peers, and showcase their culinary talents, ultimately promoting the restaurant to a broader audience.
Building dishes of the best quality
To achieve success in the restaurant industry, both the Board of Directors and chefs must understand the diverse tastes and preferences of their customers By doing so, they can create high-quality, delicious, and hygienic dishes that enhance customer satisfaction.
The Board of Directors must prioritize regular inspections of food hygiene and safety in the kitchen, ensuring that the area is kept clean and that staff wear gloves and masks during food preparation It is essential for kitchen personnel to practice proper handwashing with specialized soap and to undergo thorough health checks In the event that an employee is unwell, it is crucial to immediately isolate any food they have handled to maintain safety standards.
The Board of Directors must ensure rigorous oversight of imported materials, emphasizing the necessity for food to have a clearly defined origin Additionally, it is essential that poultry and livestock meat are accompanied by a quarantine certificate issued by the relevant state aquatic agency.
- To bring the best quality of food, the restaurant needs to use the freshest, carefully selected foods, always in a fresh condition, keeping its original quality
5.2.3 Adding and Improving Restaurant Equipment
CONCLUSIONS AND SUGGESTIONS
Conclusions
The tourism industry, especially the hotel sector, continues to evolve rapidly To enhance operational efficiency, hotel businesses are increasingly focused on improving service quality, which is recognized as a key strategy for achieving better performance and customer satisfaction.
Enhancing service quality is essential for businesses to boost revenue and establish a strong market presence By focusing on key factors such as reliability, assurance, responsiveness, tangibles, and portability, businesses can create a unique appeal that attracts customers Ensuring these elements are met is crucial for delivering exceptional service quality.
My research project has yielded valuable insights into service quality and the criteria necessary for enhancing it within the catering industry By analyzing the current service quality of the food and beverage department at Bistecca restaurant, I have identified several strategies to elevate the service standards in this area.
Hopefully with this research topic, I can contribute some personal ideas to improve the service quality of Bistecca restaurant.
This topic remains incomplete due to constraints in qualifications and practice time I welcome feedback and suggestions from educators to enhance the depth and quality of my work.
Suggestions
6.2.1 Suggestions for the Overall Issues
To enhance the dining experience, the restaurant should diversify its food menu, offering a wide range of options that cater to international tastes, including vegetarian selections Incorporating enticing images of signature dishes can further attract guests Additionally, ensuring that the quality of the food meets high standards is essential, providing value for the money spent by customers.
To enhance guest comfort and satisfaction, the restaurant must repair its air conditioning system to avoid water dripping on tables and ensure a pleasant temperature Additionally, the music and POS systems require maintenance Furthermore, the manager and supervisor should implement comprehensive training programs for staff, focusing on professional demeanor and attitude in line with a 4-star standard Staff members should be attentive to guest needs, remain composed in unexpected situations, and effectively address any issues that arise.
Bistecca restaurant should implement attractive promotions, such as discounts and buy-one-get-one-free offers on beverages, to enhance customer engagement and facilitate upselling Additionally, focusing on garnering positive reviews on social media platforms like Tripadvisor and Traveloka will help elevate the restaurant's image Furthermore, actively seeking guest feedback is essential for understanding customer needs and swiftly addressing any areas of dissatisfaction.
6.2.2 Suggestions for Duy Tan University
Many university students lack opportunities to practice English with native speakers, leading to a lack of confidence in their communication skills To address this, universities should integrate theoretical learning with practical English activities, enabling students to connect theory with real-world practice and enhance their language proficiency Additionally, hosting career and training conferences can help students better plan their futures Lastly, the Faculty of English should consider extending internship programs to provide students with valuable experience and improve their graduation projects.
[1] Pham Xuan Hau (2001), Quản trị chất lượng dịch vụ khách sạn du lịch,
[2] Nguyen Thi Tu (2014), Nghiệp vụ phục vụ khách sạn, Thong Ke publuishing company
[3] Nguyen Van Manh, Hoang Thi Lan Huong (2008), Giáo trình quản trị kinh doanh khách sạn, National University of Economics.
[5] https://www.traveloka.com/vi-vn/
[7]https://vietnambiz.vn/chat-luong-dich-vu-service-quality-la-gi-nguyen- tac-danh-gia-
As a student of English for Tourism at Duy Tan University, I am conducting research on enhancing the food and beverage services at Bistecca Restaurant, located in the New Orient Hotel Danang This investigation aims to identify the current situation and propose effective solutions for improvement Your valuable feedback will be instrumental in this research, and please rest assured that all information you provide will remain confidential and used solely for academic purposes.
Thank you for your cooperation!
Please put a cross in the appropriate box.
1 Who are you when you arrive to Bistecca restaurant?
2 How can you know about Bistecca restaurant?
3 How many times have you had meals at Bistecca restaurant?
4 Are you male or female?
II YOUR REACTION TO THE SERVICE OF FOOD AND
1 Please indicate your response to the following statements about
Totally disagree Disagree Normal Agree Totally agree
Thank you very much Wishing you a lot of health, success in your job and your life!