GRADUATION THESIS AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS TO IMPROVING THE SERVICE QUALITY OF fb DEPARTMENT AT FOUR POINTS BY SHERATON DA NANG HOTEL

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MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS

LE MAI HONG SUONG

AN INVESTIGATION INTO THE REAL SITUATION AND
SOME SOLUTIONS TO IMPROVING THE SERVICE
QUALITY OF F&B DEPARTMENT AT FOUR POINTS BY
SHERATON DA NANG HOTEL

GRADUATION THESIS IN SOCIAL SCIENCES AND HUMANITIES

DA NANG – May 2021
MINISTRY OF EDUCATION AND TRAINING


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DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS
LE MAI HONG SUONG

AN INVESTIGATION INTO THE REAL SITUATION
AND SOME SOLUTIONS TO IMPROVING THE SERVICE
QUALITY OF F&B DEPARTMENT AT FOUR POINTS BY

SHERATON DA NANG HOTEL

Major : English for Tourism
Code

: 702

SUPERVISOR: NGUYEN THI BAO YEN, M.A

DA NANG – May 2021


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ACKNOWLEDGEMENT
This graduation paper could not be completed without the invaluable
help, advice, and encouragement of my beloved teachers, friends, and family.
First of all, I would like to express my deepest gratitude to my supervisor,
M.A. Nguyen Thi Bao Yen. She is the person who guided, supported and
helped me enthusiastically to complete the graduation paper.
Secondly, with the enthusiastic concern of the University, I would like to
express my sincere thanks and deep gratitude to all the teachers of Duy Tan
University, especially teachers at Foreign Languages Department for their
devoted teaching.
Finally, I would like to take this opportunity to say deepest and warmest
thanks to my wonderful family and my friend, who give me with
encouragement, supports and inspirations as well as the great care and love
during the process of doing the paper.
I wish all of you have a good health and success. Thanks for all!

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STATEMENT OF AUTHORSHIP
I certify that this case study does not contain any material which has
been written or published by another person except where referenced within
the text.
No other person’s work has been used without due acknowledgement in
the thesis.
This paper has not been submitted for qualifications or been awarded
another degree or diploma.
Da Nang, May 2021
Student
Le Mai Hong Suong

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ABSTRACT
In this graduation paper, I would like to investigate the real situation
and give some suggestion to improving the

service

quality

of F&B Department of Four Points by Sheraton Da Nang Hotel.
This case study is done based on the theoretical background and the
practical data. To acquire the outcomes, I have gathered the entirety of the
fundamental related data about the restaurant, hotel, etc. from the primary and
secondary sources, such as textbooks, the Internet, as well as the data of the
Food and Beverage Department and the customer’s evaluations of the
restaurant through my survey, findings, and observation.
Based on this information, I would offer some characteristics of staff,
service, organizational structure and tourist resource of the restaurant, the
propose some practical ideas to improving the service quality. By doing this
research, I hope Four Points by Sheraton Da Nang Hotel will attract, ore
guests to the hotel.

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LIST OF TABLES

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LIST OF DIAGRAMS

Diagram 1: Organizational Structure of hotel.....................................................22
Diagram 2: Organizational structure of Four Points by Sheraton Hotel F&B
department..........................................................................................................34
Diagram 3: The Serving Process of F&B Department.......................................37
Diagram 4: Process of serving conference party................................................41

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LIST OF ABBREVIATIONS
F&B: Food and Beverage
VND: Viet Nam Dong

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CHAPTER 1: INTRODUCTION

1.1 Rationale
Over the past years, Vietnam has been striving to become a developed
country in the world. Alongside the advancement of the world and the trend of
worldwide economic joining, our country hasentered globalization period.
The tourism industry is one of the sectors that contribute quite big in that
revolution in our country as well as Da Nang city. The travel industry is
presently becoming one of the most critical factors. It brings incredible
financial advantages, carries huge incomes to the nation, solves employment,
contributes to the preservation and promotion of the nation's cultural
values and improves our life. Many people choose to work in the
tourism industry for its career oppoturnity and significant pay.
In the tourist activities, the hotel business is one of the most prominent
sectors,

particularly

Food

and

Beverage

service. This

department

influences straightforwardly to customers inside and outside of the hotel.
It brings renown, charisma and a great source of revenue for hotels. More
competition made in the hotel business in general and in the restaurant
business in particular, so we need to improve restaurant service in the hotel to

fulfill and satisfy the guests.
Four Points by Sheraton Danang Hotel is

a luxury

hotel

with a

rating of five stars. Four Points by Sheraton Danang Hotel provides a diverse
range of food and beverages for hotel’s guests. With a team of wellknown chefs and professional staff, the hotel has satisfied guests with
beautiful food service, quality as well as variety of products.
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The accommodation service establishments are built more and more,
this is significantly affected Four Points by Sheraton Danang Hotel, and
especially its Food and Beverage service. Recognizing the importance of
waiters and waitresses and improving the quality of service at the F&B.
I would like to make a deep research “An Investigate to the Real Situation and
Solutions to Improving the Service of F&B Department of Four Points by
Sheraton Da Nang Hotel”.
1.2 Aims and Objectives
1.2.1 Aims
This study researches the current situation at the restaurant of Four
Points by Sheraton Da Nang Hotel. In this research, I build a rational for

improving service quality in the restaurant business. Collecting data,
evaluating the work of staff, and the attitude of guests to the services of the
F&B Department. From there, I looking for solutions to improving the quality
of F&B service, contributing to enhance business efficiency, increasing
revenue, attracting more customers to the hotel in the future.
1.2.2 Objectives
This research is intended to:
• Provide a descriptive analysis of service quality at the F&B Department of
Four Points by Sheraton Da Nang Hotel.
• Figure out strong points, weak points, advantages and disadvantages of the
F&B department.
• Suggest some effective solutions to improving the quality of the F&B
Department at Four Points by Sheraton Da Nang Hotel.
1.3 Scope of the Study
This study focuses on improving the service quality of the service
department of Food and Beverages at Four Points by Sheraton Da Nang
Hotel. Scope of time: Statistics and relevant documents were used from 2018
to 2019.
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1.4 Method of the study
In the process of making this: I use the methods such as:
• Methods of Data collection: I collected the data and information from many
different sources such as the Internet, case studies of previous students and
tourism books in the library of Duy Tan University.

• Method of Description and Analysis: from the collected data, I analyzed
the actual situation of F&B Department at Four Points by Sheraton Da
Nang Hotel.
1.5 Organization of the study
This study is presented in six chapters:
• Chapter 1 is the information of the graduation paper including rationale,
aims and objectives, scope of the study, method of the study and
study’s organization.
• Chapter 2 is theoretical background about hotel business and Food and
Beverage Department.
• Chapter 3 is case description describing the overview of Four Points by
Sheraton Da Nang Hotel.
• Chapter 4 includes analysis and evaluation of the quality of Food and
Beverage Department of Four Points by Sheraton Da Nang Hotel by
weaknesses and strengths.
• Chapter 5 is the solutions to those issues.
• Chapter 6 is the suggestions for improving the quality of Food and
Beverage Department at Four Points by Sheraton Da Nang Hotel, and the
conclusion.

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CHAPTER 2: THEORETICAL BACKGROUND
2.1Hotel
2.1.1 Definition of Hotel

The term "hotel" originates from French which is used to refer to
the luxurious home of royal. With the development of economy and
human life, tourism activity and hotel business also developed both width
and depth. The concept of hotel is increasingly finished and reflects their
development.
According

to

the

American

Research

author

group

in

the

book "Welcome to Hospitality", published in 1995, "The hotel is the
place where anyone can pay to rent the sleeping pod overnight there.
Each sleeping booth inside must have at least two small rooms
(bedroom and bathroom). Each guest room must have a telephone and
radio bed. In addition to the Sleeping pod service there may be
additional services such as Luggage delivery service, commercial center
(with photocopying equipment), restaurant bar and some hotel entertainment

services that can be built near or within the commercial areas, resort or airport
area".
2.1.2 Classification of Hotel
Nowadays, there are a number of hotel types, which can be
classified in multiple ways. Hotels are classified by following criteria:
- Location: This standard is used to classify where a hotel is located: City
center hotel (Public hotel), Suburban hotel, Resort hotel, Airport hotel and
Highway hotel.
- Ownership and Management form: This is an independent hotel (Independent
Hotel), a chain hotel (Chain Hotel), a managed hotel (Management Contract),
or a Franchise Hotel.

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- Target Market: Businessmen, Tourists, Families, Card Guests, Conference
Visitors, Healing Guests, Pilgrims…. From there we have Business Hotel,
Conference Hotel, Family Hotel, Casino Hotel,….
- Form of service: Full board (Room charge + Serves all 3 meals a day, can be
set menu or buffet), Half board (Room rate + Serves breakfast and lunch or
dinner), Bed & Breakfast ( Room charge + breakfast)
- Service standards: Budget hotel (Economy or budget hotel), mid-level hotel
(Midscale service) or high-class hotel (Upscale, Luxury or World Class
•
•
•

•
-

service)
Size:
Small hotels: Less than 100 rooms
Average hotel: 101 to 300 rooms
Large hotels: 300 rooms or more
Super large hotel: over 1,000 rooms
Star rating: 1-star hotels, 2-star hotels, 3-star hotels, 4-star hotels, and 5-star

hotels.
2.2 Hotel Business
2.2.1 Definition of Hotel Business
- The researchers have come up with many concepts about hotel business. To
comprehend the content of the concept of "hotel business", we need to begin
from the formation and advancement of hotel business. Originally,
business

was

just

a

service

business

to

hotel

guarantee overnight

accommodation for guests paid. Then, along with the higher demands of
customers,

the business

also has expanded.

From

this

concept

is

understood in two wide and narrow senses:
• In wide sense, hotel business is the activity of providing services
catering for the needs of rest and dining of the guests.
• In a narrow sense, hotel business only ensures to service the sleep
needs for guests. After that, the content of hotel business is expanding in
scale and rich in genres.

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- On the most common means, the definition of hotel business can be
defined according to Nguyen Van Manh and Hoang Thi Lan Huong in
the hotel business administration curriculum “The hotel business is a business
activity based on providing services for accommodation, catering and
additional services for guests to meet the demand for catering,
accommodation and entertainment at tourist spots for the aim of profits.
2.2.2 Products of Hotel Business
Despite hotel products are various according to customers’ demands,
they are divided into three kinds identified as hospitality business, catering
business and additional services business.
2.2.3 Hospitality business

Hospitality business in hotel business is the most basic activity providing
room to guests to make profit while they temporarily leave their house to stay
at places of interest.
2.2.4 Catering business
Catering business includes processing, selling food and offering
other services to fulfill visitors' necessities of food and drink at restaurants or
hotels to acquire profit.
2.2.5 Additional services business
Additional services business offers services varying from the two
above services to satisfy minor requirements of customer and improve
hotel products. Generally, there are typically two kinds of needs:
• The normal needs are such as telephone, pressing, laundry, etc.
• The special needs associating with purpose of the trip: spa, souvenir,
exchange money, etc.

2.2.6 Characteristics of Hotel Business
In the hotel business, there are four outstanding features:
- Hotel business depends on tourism resources at tourist destinations:
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Elsewhere has tourism resources, the tourism business is successful
because tourism resources is the motive factor attracting people to
travel. Elsewhere does not have tourism resources, it cannot gravitate
tourists. Tourism resources have a strong affect on the business of the
hotel. Also, the enclitic ability the tourism resources of each tourism
business will decide the scale of the hotel in the region, its worth and allure.
- Some types of tourist accommodation establishment such as hotels, tourist
village require large investment:
The high begining investment is because of the number and quality of
the hotel's facilities: technical facilities, luxury of the equipment inside. Initial
expenses for infrastructure, land...
- Hotel business requires relatively high direct labor:
The hotel's products are mainly serviced by the staff. On the other hand,
the labor in the hotel is highly specialized and the service time relies upon the
utilization time of guests. Therefore, it is necessary to use a large number of
employees to serve directly in the hotel, which requires large costs. A hotel
manager must lessen this cost and ensure the quality of the hotel's
service.
- Hotel business is affected by a number of rules:
Hotel business is governed by a number of rules: natural law,

socio-economic

law,

human

psychology

law...

These

laws

cause

positive or negative effects for hotel. So, hotel business must carefully
study these laws to take adverse remedial measures and promote the
beneficial

impacts

to develop business activities to accomplish high

efficiency.
2.3 Signification of hotel business in tourism industry
2.3.1 Economic significance

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- Hotel business is one of the main activities of tourism industry and
responsible for important tasks of the sector.
- Via accommodation and catering business, travelers’ budgets are used, in
part, for consuming services and goods of hotels at places of interest,
and this raises GDP of the region and the country as a result.
- Development of hospitality business contributes to increase domestic and
international investment, and also mobilizes unused investment of citizens.
- Hotels are big partners of various areas in the economy, such as heavy
industry, light industry, food industry, agriculture and especially craft.
- The need for a large amount of direct labor solves a part of
unemployment issue.
2.3.2 Social significance
- Contribute to the preservation and restoration of workers' ability labor and
productivity by meeting the demand for active leisure while traveling by
people outside their resident place. At the same time, hotel business satisfies
the need to visit, unwind at the end of the week. It contributes to improve the
material and spiritual living standards for the people.
- Facilitates the meeting and exchange of people from every area, from
different nations to Vietnam.
So hotel business has a great significance for the economy as well
as the society of a country, today it has become the strength of certain nations.
Hence, Vietnam needs to have strategies to develop this business.
2.4 An overview of F&B Department
A F&B Department is important part in the hotel. During visitor’s
staying, they will go to the restaurant to satisfy their needs as well as enjoy

local cuisine.
2.4.1 Definition of restaurant
Restaurant is a public spot, providing Food and Beverage on

a

commercial premise. This is open to all to take food and beverage. Everybody

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can take food and beverage by paying money. A restaurant offers services of
Food and Beverage desires to satisfy the customers. Actually, guests take
rest in restaurants and pay rent for having food and beverage.
Restaurant comes from the word of “Rest and rent”. It is the place where
the guests take their food & beverage.
A restaurant is a business which prepares and serves food and drinks to
customers in exchange for money. Meals are generally served and eaten on
the premises, but many restaurant also offer take-out and food delivery.
Restaurants vary greatly in appearance and offerings, including a wide variety
of cooking styles and service models ranging from inexpensive fast food
restaurants and cafeterias to mid-priced family restaurants, to high-priced
luxury establishments.
2.4.2 Functions and Roles of F&B Department
In general, Food and Beverage department is a part of a hotel
department that manage and responsible to the service of food and

beverage necessary for the guests who stay or not in the hotel. Food and
Beverage Department is a big department which becomes second profit
source of a hotel. This department is responsible for food and beverage’s
service and products in the hotel or resort. Although it is not a major business,
the catering service business still plays a significant role in the overall
business of the hotel, which is one of the key contributors to increase
the customer satisfaction when arriving at the hotel.
2.4.3 Characteristics of Restaurant
The quality of restaurant services is difficult to measure and
evaluate: When assessing the quality of products of a restaurant, one
must evaluate all four components that constitutethe nature of the
product: the means of execution, the goods, the current service and the
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hidden service. The first two elements are tangible, so it is easier to
evaluate, and the following two elements are abstract, so it is difficult to
assess but it depends on customers' perception. Customer's feelings are
very different depending on consumer habits of time, space or mood when
consuming products of the restaurant so managers often face many difficulties
in this stage. The solution is that they rely on measurable factors such as
the number of guests, observing the attitudes of the service staff to the
manager, or feedback from the guests.
The

quality

of

restaurant

services

depends

on

the

service

provision process of the hotel business:
The service quality of a restaurant often lacks technical quality and
functional quality.
-

Technical quality: including the quality of the technical facilities of the
restaurant such as: the level of comfort and modernity of equipment,
aesthetic level in interior decoration and house design, goods, as well as

safety assurance for customers.
- Functional quality: includes factors related to people who are direct
service staff at the restaurant. That is attitude, behavior, communication
ability, ect.

2.4.4 Classification of Food and Beverage Department

- Food production:
• Main kitchen: is located at the ground level and is primarily responsible
for preparation of the dishes mentioned in the menu and for the
preparation of basic gravies, sauces, pastas etc.

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• Satellite kitchens: are adjacent to the restaurant located at different floor
levels and are responsible for the preparation of dishes offered by the
those restaurants.
• Bakery and confectionery: is responsible for preparation of bakery goods
•
•
•
•
•

and all kinds of confectionery items and sweets.
Food and Beverage service:
Restaurants: serve the dishes offered on the menu cards.
Room service: department serves food and beverage in guest rooms.
Bar and dispense bar: are responsible for the service of all kinds of alcoholics.
Banquets: are responsible for organizing all types of function catering.
Lounge: is a public area located near the reception, where food and beverages

are served to the guests.
- Support services:
• Purchase department: procures

the

ingredients

and

other

supplies

according to the specification.
• Stores: ensure adequate stock level of all commodities maintained at all times.
• Stewarding: provides clean pots and pans for cooking; cutlery; crockery, and
glassware for service; clean the kitchen and cooking equipment, collects
materials from the stores, and control pests.

CHAPTER 3: CASE DESCRIPTION
3.1 Four Points by Sheraton Da Nang Hotel
3.1.1 General introduction of Four Points by Sheraton Da Nang Hotel
 Add: 118-120 Vo Nguyen Giap St Phuoc My Ward, Son Tra District, Da
Nang, Vietnam
 Phone: 84 236-399-7979
 Fax: 84 236-398-7979
 Email:

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 Web: www.marriott.com/hotels/travel/dadfp-four-points-danang

Some pictures about Four Points by Sheraton Da Nang Hotel

(Source: Internet)
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3.1.1 History of Four Points by Sheraton Da Nang Hotel

Four Points by Sheraton is one of 30 brands of Marriott's leading hotel
management group in the world. Currently, Four Points by Sheraton Da Nang
is the first 5-star hotel in Vietnam of Marriott International Group and
officially put into operation on May 19, 2018. Four Points by Sheraton
Danang with outstanding height of 36 floors, including 390 rooms designed
with modern, unique and luxurious furniture, all rooms have sofa and desk,
restaurant accommodating more than 150 guests, a famous bar serving local
special draft beer Best BrewsTM and rooftop swimming pools, state-of-theart gyms and 13 therapeutic spa roomsIn particular, each room has its own
balcony, creating an open space, overlooking the whole city and Son Tra
peninsula.

Logo of Four Points by Sheraton Hotel
3.1.2 Functions and Task of Four Points by Sheraton Da Nang Hotel
At the very first days of its establishment, Four Points by Sheraton Da
Nang

Hotel

has outlined its

STUDENT: LE MAI HONG SUONG

main operation of

producing, providing

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services to fulfill the demand of leisure, dining, amusement,... for all
international and domestic tourists come to remain staying at the resort.
The task of Four Points by Sheraton Danang Hotel is providing the best
facilities and services on the market that meet the needs of customers.
Moreover, Four Points by Sheraton Danang Hotel pays attention to build the
best working environment for employees, to guarantee the profit for the
resort. Besides, building and managing the resort as the aim defined are also
essential things. It also gives staff a sense of purpose, policy and direction of
the resort.

3.1.3 Four Points by Sheraton Da Nang Hotel’s operation system
3.1.3.1 Organizational Structure of Four Points by Sheraton Hotel

Employee
Employee
Employee
Employee
Employee
Employee
Employee

Technical

Diagram 1: Organizational Structure of hotel
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Security
Receptionist

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Sale & Marketing
Vice Director

3.1.3.2 Functions and task each department
at Four Points by Sheraton Hotel
Housekeeping

 The Director: Director and Vice Director
They manage and control every problem relating to

Accounting

company,

finance, human resource, and every business activity of the hotel. They
outline business programs in the hotel, supervise every part. They directly

Restaurant

choose staff; especially they contact government and suppliers. They have to
carry out of the requests of customers, for example, booking room or linking
between customers and other services inside and outside of the hotel.

Director

 The Reception Part
They regulate the rooms for the customers, complete procedure when

the customers come and leave the hotel. They combine with another parts in
the hotel about every service, such as, food services, reside temporarily
services, and another supplement services. This is a place receiving
indispensable information for business of the hotel.

 House-keeping Part
They are responsible for serving customers about sleep service during
the time the customers stay at the hotel. They clean and care for bed room
areas. They check and prepare rooms. Besides, they also have services, for

example, they receive clothes to clean, iron clothes for the customers. They
link restaurant part to serve food demand of the customers. They check mini
bar and announce to the receptionists.
 Restaurant Part
Their responsibility, for example, they serve food, drinks for customers.
They link with receptionists and house-keeping to get information of food of
customers. The staff of the restaurant to serve customers when they need.

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 Sale Marketing Department
They run business activities of the hotel, offer suitable policies, research
the target market segment, and create advertising programs effectively.
This division has responsibility for making their products and services to
satisfy the guest's demands. The staff must control the suitable price with the
fluctuation of market and business plan of the hotel.
 The Security Part
They protect property of the hotel. They guarantee safe during
security, life, property for the customers in the time the customers stay at the
hotel. They guarantee safety for the customers; they bring luggage for the
customers. This part is supervised directly by hotel’s manager.
 Accountant Part
They join assets and liabilities activities of the hotel and every
problems relating to finance of the hotel. Accountant has duties of
synthesizing data which relates to business activities of the hotel. They

announce for director about result which the company gain or doesn’t each
quarter at the end of the year, and the quarter. They prepare salary table about
asset and liabilities account, price. They check spenders of every part in the
hotel.
3.1.4 Facilities of Four Points by Sheraton Da Nang Hotel
3.1.4.1 The system of technical facility in accommodation service
Four Points Hotel with 33 floors including 390 bedrooms is designed
with modern, unique and luxurious furniture, all rooms have sofas and desks.
Hotel

have a

flexible

choice

of

guest rooms with

a

rating

set. The hotel has a total of 130 Twin rooms and about 260 double rooms. The
beautiful sea-facing resorts will bring you the best feeling.

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Four Points by Sheraton Da Nang has six types of rooms: Superior King
Room, Superior Twin Room, Deluxe Room, Panoramic Room, Panoramic
Deluxe Room and Corner Suites Room.
 Superior King Room: The room has an area of about 32m2, with a view of the
sea. Room is equipped with 1 double bed, the bathroom has a bath tub.
 Superior Twin Room: The room has an area of about 32m2, with a view of the
city. Room is equipped with 2 single beds, the bathroom has a bath tub.
 Deluxe Room: The room has an area of about 32m2, with a view of the sea.
Room is equipped with 1 double bed or 2 single beds, the bathroom has a bath
tub.
 Panoramic Room: The room has an area of about 32m2, with a view of the
bay. Room is equipped with 1 double bed, or 2 single beds, the bathroom has
a bath tub.
 Panoramic Deluxe Room: The room has an area of about 32m2, with a view
of the sea. Room is equipped with 1 double bed or 2 single beds, the
bathroom has a bath tub.
 Corner Suites Room: The room has an area of about 65m2, with a view of the
sea. Room is fitted with 1 double bed, the bathroom has a bath tub
3.1.4.2 The system of technical facilities catering
 The Eatery Restaurant:
Located on the 3rd floor of the hotel, the restaurant serves local and
international cuisine. From the freshest ingredients typical of the tropics, The
Eatery is always delicately bringing the culinary flavors of Southeast Asia and
the most beloved international culinary experiences. Your meal will be even
more enjoyable as you admire the chefs' performances in the open kitchen in
the restaurant. Whether you want to enjoy a hearty breakfast, a casual lunch

or a cozy, romantic dinner, you will surely find the ultimate satisfaction and
experience at The Eatery Restaurant.
- Operation time: Morning: 06:00 - 10:30, Noon: 11:00 - 14:30, Evening: 18:00
- 22:00.
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