AN INVESTIGATION INTO THE REAL SITUATION AND SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF FOOD AND BEVERAGE SERVICE DEPARTMENT AT CN PALACE BOUTIQUE HOTEL SPA

MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESES
NGUYEN THI TU TAI

AN INVESTIGATION INTO THE REAL
SITUATION AND SOLUTIONS TO IMPROVING THE
SERVICE QUALITY OF FOOD AND BEVERAGE
SERVICE DEPARTMENT AT CN PALACE
BOUTIQUE HOTEL & SPA

Code: K23.702
Course: 2017-2021

DA NANG – May 2021


MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESES
NGUYEN THI TU TAI

AN INVESTIGATION INTO THE REAL
SITUATION AND SOLUTIONS TO IMPROVING
THE SERVICE QUALITY OF FOOD AND
BEVERAGE SERVICE DEPARTMENT AT CN
PALACE BOUTIQUE HOTEL & SPA

Major : English for Tourism
Code : 702

SUPERVISOR: THAI TRINH THAO NGUYEN, M.A

DA NANG – May 2021


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Supervisor: Thai Trinh Thao Nguyen, M.A

ACKNOWLEDGEMENTS
This graduation paper could not be finished without the invaluable help,
advice, and encouragement of my teachers, my classmates and the
management board of the university. I would like to express my gratitude to
all who gave me suggestion to make this paper become better.
Firstly, I would like to express my deepest gratitude to Ms. Thai Trinh
Thao Nguyen, who gave me the gold opportunity to do this graduation
paper, which also helped me in doing a lot of research, and I came to know
about so many new things. I am really thanks to her.
Secondly, I would like to thank all of the teachers at Duy Tan
University, especially those of English Department. Their knowledge
helps me too much when I wrote this paper.
Thirdly, I would also like to acknowledge with much appreciation the
crucial
role of the staff of CN Palace Boutique Hotel & Spa, who gave the

permission to use all require equipment and necessary materials to complete
the tasks.
Finally, I would like to thank my parents and friends who helped
me a lot in finalizing this paper within the limited times frame.
Moreover,

the

shortcomings

in

this

thesis

are

unavoidable.

Therefore, I hope to receive the sympathy from teacher and friends.
At last, I wish all of you having good health and success.

Student: Nguyen Thi Tu Tai

Code: 23203110305


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STATEMENT OF AUTHORSHIP
Except where reference is made in the text of the thesis, this thesis
contains no material published elsewhere or extracted in the whole or in part
from a thesis by which have qualified for or been awarded another degree or
diploma.
No other person’s work has been used without due acknowledgement in
the thesis.
This thesis has not been submitted for award of any degree or diploma in
any other tertiary institution.
Danang, May 20th, 2021
Student

NGUYEN THI TU TAI

Student: Nguyen Thi Tu Tai

Code: 23203110305


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ABSTRACT

This graduation paper investigates current situation of Food and
Beverage Department in CN Palace Boutique Hotel & Spa and give them
some solutions to solve it; this case study is carried out basing on the
theortical background and the experiences. To find the result, I will gather
all of the main related information about weaknesses and strentghs of
quality of service of Food and Beverage department through my servey,
finding

and

observation.

Base

on

this information, I wil give out

some solutions to abilities of applying improving quality service of CN
Palace Boutique Hotel & Spa.

Student: Nguyen Thi Tu Tai

Code: 23203110305


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TABLES AND FIGURES
Table 1: Room rates at CN Palace Boutique Hotel & Spa..............................30
Table 2: Facilities statistics at Sunshine Restaurant........................................43
Table 3 Equipment of the restaurant................................................................45
Table 4. Staff quantity at Sunshine Restaurant................................................47
Table 5 Labor structure according to education levels at the restaurant.........48
Table 6 : Result of F&B business at the restaurant in 2017 –2019.................51
Table 7. The number of visitors coming to the restaurant in 2017-2019........52
Table 8. Customer’s rating for F&B facilities.................................................54
Table 9. Result of customers’ rating for the F&B staff...................................55
Table 10. Result of customer’s rating for the F&B Service process...............56

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CHART

Chart 1. Result of F&B business at the restaurant in 2017 –2019.......................................52
Chart 2. The number of visitors coming to the restaurant in 2017-2019...........................53
Chart 3. Customer’s rating for F&B facilities......................................................................55
Chart 4 Result of customers’ rating for the F&B Staff.........................................................56

Chart 5. Result of customer’s rating for the F&B Service process......................................57

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DIAGRAM
Diagram 1: Organizational Diagram of CN Palace Boutique Hotel & Spa.........................28
Diagram 2: Organizational structure of F&B Department...............................................38
Diagram 3: Organizational structure of the kitchen.............................................................40

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LIST OF ABBREVIATIONS

F&B: Food and Beverage
UNWTO: United Nations World Tourism Organization

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TABLE OF CONTENT
ACKNOWLEDGEMENTS...............................................................................I
STATEMENT OF AUTHORSHIP................................................................II
ABSTRACT....................................................................................................iii
TABLES AND FIGURES.............................................................................IV
CHART............................................................................................................V
DIAGRAM.....................................................................................................VI
LIST OF ABBREVIATIONS......................................................................VII
CHAPTER 1. INTRODUCTION..................................................................1
1.1. Rationale.................................................................................................1
1.2. Aims and Objectives:..............................................................................2
1.3. Scope of the Study:.................................................................................2
1.4. Method of the study:...............................................................................2
1.5. Organization of the Study.......................................................................2
CHAPTER 2. THEORETICAL BACKGROUND.......................................4
2.1.Tourism....................................................................................................4

2.1.1.Definition of tourism.........................................................................4
2.1.2. Type of tourism:................................................................................4
2.2. Hotel:......................................................................................................6
2.2.1. Definition of hotel:...........................................................................6
2.2.2. Hotel Business..................................................................................6
2.2.3. Hotel Product....................................................................................9
2.3. Restaurant...............................................................................................9
2.3.1. Concept.............................................................................................9
2.3.2. Classification....................................................................................9
2.3.3. Some Restaurant business problems...............................................11
2.3.4. Restaurant business characteristics.................................................11
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2.4. Food and Beverage Department...........................................................13
2.4.1. Introduction to the Food and Beverage Department......................13
2.4.2. Duties of the Food and Beverage Department in the hotel............14
2.4.3. Part under the Food and Beverage Department..............................14
2.4.4. Requirements for the F&B staff.....................................................15
2.5. Quality of service of Food & Beverage department in Hotel...............17
2.5.1. Definition of quality of service.......................................................17
2.5.2. The factors affecting the quality of service....................................18

CHAPTER 3: CASE DECRIPTION...........................................................25
3.1. CN Palace Boutique Hotel & Spa.........................................................25
3.1.1. An overview of CN Palace Boutique Hotel & Spa.........................25
3.1.2. Functions and duties of the hotel....................................................27
3.1.3.Organization and Human Resource.................................................27
3.1.4. CN Palace Boutique Hotel & Spa facilities....................................30
3.2. An overview of Food and Beverages department at CN Palace Boutique
Hotel & Spa.................................................................................................36
3.2.1. Introduction to the Food and Beverages department......................36
3.2.2. The Organization

Structure

at

Food

&

Beverage

Department...............................................................................................38
3.2.3.The work rules.................................................................................42
3.3. Facilities and staff in the restaurant......................................................43
3.3.1 Facilities..........................................................................................43
3.3.2. Staff................................................................................................47
CHAPTER 4: ANALYSIS AND EVALUATION........................................51
4.1. Analyzing the Real Situation of the Service Quality of Food &
Beverage Department...................................................................................51

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4.1.1. Business performance of the restaurant in the 2017 – 2019 period.
..................................................................................................................51
4.1.2. The number of guests at the F&B departmentin in 2017-2019
Period........................................................................................................52
4.1.3. F&B facilities.................................................................................54
4.1.4. F&B Staff.......................................................................................55
4.1.5. F&B Service process......................................................................56
4.2. Evaluation of Food and Beverage service at CN Palace Boutique Hotel
& Spa...........................................................................................................57
4.2.1. Strong points...................................................................................57
4.2.2. Weak points....................................................................................58
4.2.3. The impact of Food and Beverage service on business of CN
Palace Boutique Hotel & Spa...................................................................59
4.2.4. Some Reasons Affecting the Guest Number at the F&B
Department...............................................................................................60
CHAPTER 5. DIFFICULTIES AND SOLUTIONS..................................61
5.1. Difficulties............................................................................................61
5.2. Solutions...............................................................................................62
CHAPTER 6. CONCLUSIONS AND SUGGESTIONS............................64

6.1. Conclusions...........................................................................................64
6.2. Suggestions...........................................................................................65
APPENDIX....................................................................................................68
REFERENCES..............................................................................................70
SUPERVIOR COMMENT..............................................................................71

Student: Nguyen Thi Tu Tai

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CHAPTER 1. INTRODUCTION
1.1. Rationale
Tourism is now considered one of the most important economic sectors
in many countries around the world, and there is little rivalry within the global
tourism industry. The hotel industry is developing at the same time as the
tourism industry.
The hotel industry, especially food and beverage service, is one of the
most prominent sectors in tourist activities. Customers both inside and outside
the hotel are affected by this department. It provides hotels with prestige,
charisma, and a significant revenue stream.
Da Nang is known as the most livable city in Vietnam but filled with
interesting things. Explore Danang on a budget, without being too picky, and
be enchanted by the natural beauty of the scenery, the people, and the cuisine,

which have all contributed to the city's unique appeal..
We are interested in Food and Beverage service because of its beauty,
both taste and visual. As English Tourism department students, we want to put
what we've learned into practice. In addition, we would like to have more
experience and awareness about this area.
After six weeks of working at CN Palace Boutique Hotel & Spa Danang,
this is one of the top hotel in Danang region. CN Palace Boutique Hotel &
Spa provides food and beverages to guests, thanks to has a team of celebrity
chefs and trained staff professional. The number of accommodation service
establishments is growing, which has a major impact on CN Palace Boutique
Hotel & Spa, especially its Food and Beverage service. This is the driving
force behind my decision to conduct this research with a title: “An
Investigation into the Real Situation and Solutions to Improving the

Student: Nguyen Thi Tu Tai

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Service Quality of Food and Beverage Service Department at CN Palace
Boutique Hotel & Spa”.
1.2.Aims and Objectives:
The project essentially aims to study the actual situation in a for all
intents and purposes big way.

During the internship at CN Palace Boutique Hotel & Spa. I'll look at the
current state of the food and beverage service department, including its
strengths, weaknesses, opportunities, and threats, which for all intents and
purposes is quite significant.. As a result, I will be able to better understand
the problems and will make some recommendations to improve the hotel's
efficiency.
1.3. Scope of the Study:
This study focuses on reflecting the current situation of Food and
Beverage department in CN Palace Boutique Hotel & Spa and its quality of
service so that there will be some solutions or some suggestions given for
solving the problems.
1.4. Method of the study:
During the research, we were using some methods such as methods
of studying, observing, collecting data from internet, textbook, materials,etc.
1.5.Organization of the Study
The graduation paper is organized into five chapter:
Chapter 1: Introduction is the introduction of the graduation paper
including rationale, aims and objectives, the scope of the study, the
method of study and study organization.
Chapter 2: Theoretical Background about hotel business and Food and
Beverage service

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Chapter 3: Case description describing the overview of CN Palace
Boutique Hotel & Spa and Food and Beverage service at this hotel.
Chapter 4: Analysis and avaluation includes real situation about service
quality of Food and Beverage service.
Chapter 5: Difficulties and Solutions to improve the service department
of Food and Beverages at CN Palace Boutique Hotel & Spa.
Chapter 6: Conclusion and some suggestions to improve the service
department of Food and Beverages at CN Palace Boutique Hotel & Spa.

Student: Nguyen Thi Tu Tai

Code: 23203110305


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CHAPTER 2. THEORETICAL BACKGROUND
2.1.Tourism
2.1.1.Definition of tourism
The Definition of Tourism varies source by source, person by person.
There is no consensus concerning the definition of tourism. Nearly every each
institution define "Tourism" differently.
According to the world tourism organization United Nations World

Tourism Organization ( UNWTO ) Definition of Tourism:
"Tourism is a collection of activities, services and industries which
deliver a travel experience comprising transportation, accommodation,
eating and drinking establishments, retail shops, entertainment businesses
and othe hospitality services provided for individuals or groups traveling
away from home" [1]
Law on Tourism Vietnam 2005 introduced the concept as follows:
"Tourism is the activities related to trips by people outside the residence
often to meet the needs of the tour, learn, entertain convalescence in a certain
period "[2]
According to the Austrian economist, Josep Stander looked from the
visitors ' perspective: Tourists are the type of guests who travel to prefer
outside the regular residence to meet senior living without pursuing economic
purposes. [3]
2.1.2. Type of tourism:
Tourism activities can be grouped by different groups depending on
the criteria given. The majority of tourism experts in Vietnam categorize
tourism based on the basic criteria mentioned below.
Classification according to the environment natural resources.

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+ Traveling nature.
+ Culturing tourism.
Classificationby age tourism.
+ Traveling teenager.
+ Traveling youth.
+ Traveling middle-aged.
+ Traveling elderly.
Classification by type of accommodation.
+ Traveling in tents.
+ Traveling in a tourist village.
+ Traveling in beach or island.
+ Traveling in mountain.
Classification by organizational forms.
+ Traveling collective.
+ Traveling personal.
+ Traveling family.
Classification by trip length
+ Traveling short days.
+ Traveling a long day.
Classification by transport.
+ Traveling by bike.
+ Traveling by car.
+ Traveling by train.
+ Traveling by airplane.
Classification under contract method.
+ Traveling Packages.
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+ Traveling partial
Classification by trip purpose.
+ Sightseeing tours
+ Resorting tourist
+ Discovering tours.
+ Sporting tourism.
+ Researching tourism..
+ Tourist visiting relatives.
2.2. Hotel:
2.2.1. Definition of hotel:
The hotel is defined by the British Law as a “ place where bonafide
travelers can receive food or shelter, provided he/she is in a position to pay for
it and is in a fit condition to be received”. Hence, the hotel must provide
food, beverage and lodging to a traveler on payment, but the hotel has the
right to refuse if the traveler is not presentable (either drunk, or disorderly, or
unkempt) or is not in a position to pay for the services. [4]
In Vietnam, according to the General Department of Tourism's
Circular No. 01/202 / TT-TCDL dated April 27, 2001 about guiding the
implementation of the Government's Decree No. 39/2000 / ND-CP on
tourist accommodation establishments, it is said that: " Hotel is an
independent architectural building with a size of ten bedrooms or more
to ensuring the quality of facilities, equipment and necessary services for

guests travel " [5]
2.2.2. Hotel Business
2.2.2.1. Definition of Hotel Business
In recent years, the hotel industry of Vietnam has developed very
quickly. As our lives become more evolved, so does the demand for travel,
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resort, and entertainment services. Furthermore, the positive effects of global
and regional economic integration have made Vietnam a fascinating
destination for international tourism, business seminars, and even sports.
These factors promote the growth of the tourism industry, in which the
hotel business is extremely an important role.
The hotel industry, on the other hand, faces numerous challenges due to
a lack of funding, expertise, and experience in hotel management and
administration. Especially in the present situation, Vietnamese hotels face
competition from the world's largest hotel corporations.
According to the Hotel Business Curriculum: "The hotel business is a
business activity based on accommodation, dining, and additional services
for guests to meet their feeding, leisure and entertainment needs at tourist
destinations for profit."[6]
2.2.2.2 Feature of Hotel Business

 The hotel business requires a relatively large amount of direct labor
The hotel product is primarily serviceable and this service is only
available by the hotel staff. On the other hand, labor in hotels is highly
specialized. Working time is dependent on the consumption time of
customers, usually 24/24 hours a day. Therefore, it is necessary to use a large
amount of labor serving directly in the hotel. This poses for hotel managers a
difficult problem in balancing direct labor costs which are quite high with the
quality of hotel services, in addition to difficulties in recruitment. use, allocate
human resources.
 Hotel business requires large amount of capital investmen
Stemming from the requirements for the quality of the hotel products,
leading to the technical facilities of the hotel are also of high quality. The
luxury of the internal equipment is the reason why the initial investment cost
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of the hotel project is high. There are also a number of other factors such as:
the initial cost of the hotel infrastructure, the large land cost for the hotel
project.
 Hotel business depends on tourism resource on places of interest
The most important hotel market classifier is the tourist, so a hospitality
business can only be successfully conducted where tourism resources are

available. The value and attractiveness of tourism resources also determine
the ranking of the hotel. Therefore, when investing in the hotel business, it is
necessary to carefully study the parameters of the tourism resources as well as
the target group of customers, potential customers being attracted to the
tourist destination. From there, determine the technical indicators of the hotel
when investing in construction and design accordingly. At the same time,
architectural planning, technical facilities of the hotel in tourist destinations
also affect the enhancement or value of tourism resources.
Hotel business is dependent on tourist resources in tourist attractions
Tourists are the most important audience of a main hotel. The source of
this tourist depends on the level of attraction of the tourist resources. The
tourism resource is concentrated at a single location and has a strong appeal,
and the tourist attraction is more likely to draw visitors, allowing the hotel's
business operations to thrive.
The hotel business is not only dependent on the tourist resources of the
destination, but it also has a back impact on the tourism resources. Since the
design and technological facilities of the hotel at the tourist destination have
an effect on the increase or decrease in the value of tourist services in tourist
centers. As a result, construction managers must closely adhere to the
guidelines set out in the travel planning project at tourist destinations, resorts,
and tourist areas when constructing hotels in tourist attractions.
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2.2.3. Hotel Product
2.2.3.1. Definition of Hotel Product
Hotel products are all the services and goods that the hotel offers to
meet the needs of guests such as rooms, restaurant, a spa that provide or serve
customers from their demands during the time they stay at the hotel.
2.2.3.2. Products of the hotel product
Hotel and service products include 2 types of main services and
additional services:
+ Main service: bedroom services and catering services to meet the
essential needs of guests when they stay at hotel.
+ Additional services: Services other than the above two services to
satisfy the secondary needs in the time of staying at the hotel.
There are some popular types of hotel products:
Room service
Restaurant
Laundry services
Airport shuttle service
Fitness centre
Spa or massage services
2.3. Restaurant
2.3.1. Concept
The restaurant is a facility that serves dining, relaxation and
entertainment for tourists and those with high payment ability with diverse
activities and functions.
2.3.2. Classification
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- Based on the degree of association:
+ Independent restaurant: is a restaurant with its own legal status, is an
independent business regardless of hotels or other business establishments,
this type of restaurant has an owner. in business.
+ Dependent restaurant: is a restaurant that has no legal status as an
independent business but only a unit, is a part of this business establishment.
- Based on scale:
+ Small restaurant: is a restaurant with less than 50 seats.
+ Average restaurant: is a restaurant with sizes from 50 to 150 seats.
+ Large restaurant: is a restaurant with over 150 seats.
- Based on service quality:
+ Economic restaurant: is a restaurant with modest service quality,
average price, and limited service categories.
+ Standard restaurant: is a restaurant with a quality that meets certain
standards, service standards, and dining products are relatively diverse, with
prices higher than popular restaurants.
+ Deluxe restaurant: is a type of restaurant with high quality, diverse
services, rich, high prices.
- Based on the form of service.
+ The restaurant serves meals.
+ The restaurant serves fast food.
+ The restaurant serves the party.

- Other classification criteria:
+ Based on the characteristics of the dishes, the restaurant serves the
restaurant divided into: European, Asian, specialty and general restaurants.
+ Based on the type of food, the restaurant is divided into: restaurants
serving seafood, wild meat, diet ...
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2.3.3. Some Restaurant business problems
- Concept:
Restaurant business is business activity on the basis of providing food
and beverage services and additional services to guests to meet their dining
and entertainment needs at the restaurant for the purpose of profit.
- Meaning of restaurant business.
Economic significance.
+ Restaurant business contributes to increase GDP for regions and
countries.
+ The restaurant business is also a highly profitable form of on-site
export.
+ Restaurant business helps to attract investment.
+ Restaurant business contributes to encourage the development of other
industries and fields.

Social meaning.
+ Restaurant business contributes to improving the lives of people.
+ The restaurant business also facilitates the meeting and exchange of
people from all over the world, countries, and regions in the territory of
Vietnam.
+ Restaurant business contributes to job creation for workers.
+ The restaurant business offers an opportunity to recover some turmeric
2.3.4. Restaurant business characteristics
- About the product:
+ Intangible: Since a restaurant product does not exist in a physical
form, cannot be seen or touched, neither the supplier nor the consumer can
check its quality before selling and before buying.
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+ Cannot store archives: The production and consumption process in the
restaurant business takes place almost at the same time, at the same time and
at the same place, when the customer needs to use the service, the parts of the
restaurant will receive and satisfy that need. Service cannot take place without
consumers.
+ Superiority: Most of the restaurant's guests are local guests wishing to
eat out, tourists or guests coming on special occasions (birthdays, gatherings,

parties, conferences, ...), who have high payment capacity and the need to use
the best quality services at their expense, including good service, delicious
food and drink, comfortable and luxurious restaurant booth brings comfort to
a meal.
+ High synthesis: Visitors to the restaurant are not just for food and
drink purposes. Guests are local people who come to change the atmosphere
of their meals, to use the services better than at home; at the same time to
express myself. Guests are far away, tourists come to the restaurant to relax,
enjoy the food and learn the culinary culture there, ...
- About operation time: Restaurant business has a specific time. Business
time in the restaurant is continuous 24/24 and depends on human circadian
rhythm. In particular, tourism business activities take place strongly on
holidays, holidays, and Tet ... Therefore, it is required that the administrator
must understand this feature to make a decision on opening and closing time,
time to use staff, time to use technical facilities ... to optimize the source.
force and bring the highest efficiency.
- About the service nature: The service in the restaurant business is
integrated and complex. With this feature, to ensure the requirements of full,
fast and quality customer service, it requires a close and complete
coordination between service staff in departments, each employee in the
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department must act as a link in a chain of links. This requires that the person
doing the business organization must regularly check, monitor and direct the
smooth coordination between employees in each department as well as
between departments with the goal of constantly improving quality. quality of
customer service, improve reputation and reputation of the restaurant.
- About seasonality: The restaurant business has the characteristics of the
tourism business, so the restaurant business is clearly seasonal, in particular
there are times of the year when the business is active, but there are other
times in the year. the year when the business became sluggish, there were no
customers. This phenomenon is repeated year after year and clearly cyclical.
The reason, there are the above phenomena because in restaurant business is
affected by factors "supply, demand", these factors are affected by weather,
guests' free time ...
- About investment capital: Restaurant products require high quality,
therefore, the ingredients of the restaurant's technical facilities must also be of
high quality. That is, the quality of the restaurant's technical facilities
increases with the increase of its grade level. The luxury of the equipment
installed inside the restaurant is one of the reasons that pushes the initial
investment cost of that project up.
2.4. Food and Beverage Department
2.4.1. Introduction to the Food and Beverage Department
Food and Beverage Service Department is one of the main service
oriented and crucial division of the hotel. It renders the services of prepared
food items, beverages, and tobacco in a hospitable way to the customers as
per their demand.
The significant feature of this department is that, it is the second highest
revenue generating department next to the front office. The important
Student: Nguyen Thi Tu Tai

Code: 23203110305