An investigation into the real situation and some solutions for enhancing the quality of the food and beverage service at da nang mikazuki japanese resort and spa

HO
THI
NG
OC
TRA
N–
GRA
DU
ATI
ON
PAP
ER
IN
ENG
LISH
LIN
GUI
STIC
SDA
NA
NG
202
3

DUY TAN UNIVERSITY
FALCUTY OF ENGLISH

HO THI NGOC TRAN

AN INVESTIGATION INTO THE REAL
SITUATION AND SOME SOLUTIONS FOR

ENHANCING THE QUALITY OF THE FOOD
AND BEVERAGE SERVICE AT DA NANG
MIKAZUKI JAPANESE RESORT AND SPA

GRADUATION PAPER IN ENGLISH LINGUISTICS

DA NANG , 2023


DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION PAPER
AN INVESTIGATION INTO THE REAL SITUATION
AND SOME SOLUTIONS FOR ENHANCING THE
QUALITY OF THE FOOD AND BEVERAGE
SERVICE AT DA NANG MIKAZUKI JAPANESE
RESORT AND SPA
Major: English for Tourism and Hospitality

SUPERVISOR

: PHAN THI LE HUYEN, M.A

STUDENT

: HỒ THỊ NGỌC TRÂN

CLASS

: K25NAD6

STUDENT CODE

: 25207116001

DA NANG, 2023


i

ACKNOWLEDGEMENT
First of all, I would like to express my sincere thanks to Duy Tan
University, Faculty of English. Especially, I want to thank Ms. Phan Thi Le
Huyen who directly taught and imparted me to complete the internship report
and graduation paper. Furthermore, she is a supportive person and always
available to resolve all my questions as well as other problems during the time
which she spent with me when I met any obstaclse. Those are the basic items
that help me feel more confident.
Secondly, I would like special thanks to the Management Board and the
Staff in Mikazuki Japanese Resort and Spa for creating propitious conditions
for me during my internship and graduation paper at the resort. In particular,
the brothers and sisters in here who not only trained me in the essential
information of the hotel, but also showed me the practical knowledge and
future job requirements.
Last but not least, I am also thankful to other staff members for their cooperative support, and also presenting with an opportunity for me to have a
practical experience in this resort. Fortunately, I have such helpful colleagues
and I do not have many difficulties in any situation.
With the limitation of knowledge and time working at the resort, my
graduation paper cannot avoid its mistake. I look forward to receiving

valuable comments from teachers so that I can have more conditions to raise
my awareness.
I am grateful to all of you. I wish you all good health and success!
Yours sincerely,
Student
Ho Thi Ngoc Tran


ii

STATEMENT OF THE AUTHORSHIP
Except where reference is made in the text of the thesis, I guarantee
that this report is written completely not based on any 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 8th, 2023
Ho Thi Ngoc Tran


iii

ABSTRACT
This graduation paper focused on the real situation of Mikazuki
Japanese Resort and Spa .It analyzes the real situation to enhace the quality of
the food and beverage service Mikazuki Japanese Resort and Spa. This
service is a fundamental element which its quality impacts directly to the

resort operation. Hence, in my paper, I would like to elucidate the
significance of the Food and Beverage department as well as catering service
in the resort. After discussing those problems, I would like to show the
strengths and also provide suggestions in the final section for detracing the
drawbacks about the quality of the food and beverage service at Da Nang
Mikazuki Japanese Resort and Spa.


iv

LIST OF TABLES
FO

: Front Office

F&B

: Food and Beverage Service

M

: Millon

B

: Billio


v

TABLE OF CONTENTS

ACKNOWLEDGEMENT...............................................................................i
STATEMENT OF THE AUTHORSHIP.......................................................i
ABSTRACT....................................................................................................iii
LIST OF TABLES.........................................................................................iv
TABLE OF CONTENTS................................................................................v
LIST OF TABLES.........................................................................................ix
LIST OF FIGURES........................................................................................x
CHAPTER 1. INTRODUCTION..................................................................1
1.1. Rationale...................................................................................................1
1.2. Aims and objectives..................................................................................2
1.2.1. Aims.....................................................................................................2
1.2.2. Objectives............................................................................................3
1.3. Scope of the study.....................................................................................3
1.4. Methods of the study................................................................................3
CHAPTER 2. THEORETICAL BACKGROUND......................................6
2.1. Hotel Business...........................................................................................6
2.1.1. Concept of Hotel..................................................................................6
2.1.2. Concept of Hotel Business...................................................................7
2.1.3. Products of Hotel Business.................................................................7
2.2. Service Quality in Hotel Business...........................................................8
2.2.1. Concept of Service Quality in Hotel Business.....................................8
2.2.2. Criteria for Service Quality in Hotel Business....................................9
2.3. Characteristics of Hotel.........................................................................11
2.4. Food and Beverage Service....................................................................13
2.4.1. Definition...........................................................................................13


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2.4.2. Functions of Food and Beverage service..........................................15
2.4.3. Features of the Food and Beverage Service.....................................16
2.4.4. Service Quality of the Food and Beverage Service in the Hotel...........17
2.4.4.1. Definition....................................................................................17
2.4.4.2. Factors Affecting the Food and Beverage Service.....................17
2.5. The Serving Process of Food and Beverage Service............................19
2.5.1. Preparing to welcome guests............................................................20
2.5.2. The stage of welcoming guests and inviting guests to sit..................21
2.5.3. Customer service phase.....................................................................21
2.5.4. Payment period.................................................................................21
2.5.5. The stage of seeing off guests............................................................22
2.5.6. Clean-up phase..................................................................................22
CHAPTER 3: CASE DESCRIPTION.........................................................23
3.1. An Overview of Da Nang Mikazuki Japanses Resort and Spa..........23
3.1.1.General Information about Da Nang Mikazuki Japanses Resort and
Spa...............................................................................................................23
3.1.2. Accommodation.................................................................................24
3.1.3. Da Nang Mikazuki Japanese Resort and Spa Organization.............32
3.1.4. Staff of Da Nang Mikazuki Japanese Resort and Spa.......................35
3.1.5. Situation of Guests at Da Nang Mikazuki Japanese Resort and Spa....38
3.1.6. Revenue of Da Nang Mikazuki Japanese Resort and Spa of (2020 –
2022) .........................................................................................................40
3.2. Introduction of the Food and Beverage Service at Da Nang Mikazuki
Japanese Resort and Spa..............................................................................41
3.2.1.The Roles of Food and Beverage Service at Da Nang Mikazuki
Japanese Resort and Spa.............................................................................41
3.2.2. Functions of Food and Beverage Service at Da Nang Mikazuki
Japanese Resort and Spa.............................................................................43

vii

3.2.3. Food and Beverage Products at Da Nang Mikazuki Japanese Resort
and Spa........................................................................................................43
3.2.4. Organization Diagram of Food and Beverage Service at Da Nang
Mikazuki Japanese Resort and Spa............................................................49
3.2.5. Staff of Food and Beverage at Da Nang Mikazuki Japanese Resort
and Spa.......................................................................................................52
3.2.6.The Serving Process of Food and Beverage Service at Da Nang
Mikazuki Japanese Resort and Spa.............................................................55
3.2.7. The Facilities of the Food and Beverage Department at Da Nang
Mikazuki Japanese Resort and Spa.............................................................57
CHAPTER 4. ANALYSIS AND EVALUATION......................................60
4.1 Analysis of Revenue and Number of Da Nang Mikazuki Japanese
Resort and Spa...............................................................................................60
4.1.1. Revenue profile of Da Nang Mikazuki Japanese Resort and Spa in
recent years.................................................................................................60
4.1.2. Number of Tourist and Business to Mikazuki Japanese Resort & Spa...61
4.2. Analysis of Food and Beverage Service Quality at Mikazuki Japanese
Resort & Spa..................................................................................................62
4.2.1. Analysis of Facilities and Food and Beverage Staff at Mikazuki
Japanese Resort & Spa...............................................................................62
4.2.1.1. Facilities of Nami Restaurant at Mikazuki Japanese Resort &
Spa….......................................................................................................62
4.2.1.2. Staff of Food and Beverage Department at Da Nang Mikazuki
Japanese Resort and Spa........................................................................66
4.3. Analysis of Strengths and Weaknesses of Food and Beverage
Department at Da Nang Mikazuki Japanese Resort and Spa...................72
4.3.1. Strengths............................................................................................72

4.3.2. Weaknesses........................................................................................72


viii

4.4. Evaluation of Food and Beverage Service Quality at Da Nang
Mikazuki Japanese Resort and Spa.............................................................73
4.4.1. Situation of guests at Da Nang Mikazuki Japanese Resort and
Spa……………………………………………………………………………….…
73
4.4.2. Evaluation of Facilities of the Food and Beverage Department and
Resort .........................................................................................................74
4.4.3. Evaluation of Food and Beverage staff’s Foreign Languages.........74
4.4.4. Evaluation of Food and Beverage Staff’s Spirit and Attitude...........74
4.4.5. Evaluation of Menu of the Restaurant at Da Nang Mikazuki
Japanese Resort and Spa.............................................................................75
4.5. General Evaluation of Service Quality of Food and Beverage Service
and Resort......................................................................................................75
CHAPTER 5: DIFFICULTIES AND SOLUTIONS..................................77
5.1. Difficulties...............................................................................................77
5.2. Solutions..................................................................................................78
5.2.1. Enhancing the professionalcapacity of staff.....................................78
5.2.2. Improving and Exquipping new restaurant facilities........................80
5.2.3. Diversifying product service.............................................................81
5.2.4. Receiving Customers' Feedback........................................................81
CHAPTER 6. CONCLUSION AND SUGGESTIONS..............................83
6.1. Conclusion...............................................................................................83
6.2. Suggestions..............................................................................................84
6.2.1. Suggestions for Mikazuki Japanese Resort & Spa............................84
6.2.2. Suggestions for the Faculty of English and Duy Tan University......85

REFERENCES
SUPERVISOR’S COMMENT


ix

LIST OF TABLES

Table 1: The price of rooms at Mikazuki Japanese Resort & Spa...........................25
Table 2: The Situation of Labor in Da Nang Mikazuki Japanese Resort and Spa...36
Table 3: Labor Structure According to Education Levels.......................................37
Table 4: Visitor Information Investigated at F&B Department at Da Nang Mikazuki
Japanese Resort and Spa.........................................................................................39
Table 5: Revenue of Mikazuki Japanese Resort & Spa from 2020 to 2022.............40
Table 6: Da Nang Mikazuki Japanese Resort and Spa Food and Beverage Outlet
Team........................................................................................................................ 53
Table 7: Revenue of Mikazuki Japanese Resort & Spa from 2020 to 2022.............60
Table 8: Number of the guests at Mikazuki Japanese Resort & Spa in 2020-2022........61
Table 9: Facilities and Equipment of Nami Restaurant at Da Nang Mikazuki
Japanese Resort and Spa.........................................................................................64
Table 10: Evaluation of the Modern Level of Resort Facilities...............................69
Table 11. Evaluation of Food and Beverage staff’s Foreign Languages...............70
Table 12: Evaluation of F&B staff’s Serving Attitude............................................71
Table 13: Menu’s Nami Restaurant at Da Nang Mikazuki Japanese Resort and Spa
................................................................................................................................. 72


x

LIST OF FIGURES

11
15
20
32
51
56
68


Graduation Paper

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Supervisor: Phan Thi Le Huyen, M.A

CHAPTER 1. INTRODUCTION
1.1. Rationale
Nowadays, there are a lot of transform in international tourists go to
Vietnam. Vietnam has attracted millions of international visitors, which has
brought huge benefits to the economy. Therefore, Vietnam has become one of
the best places of tourist paradise for international tourists. When life is
improved, people's needs are greater. Therefore, we not only stop at the needs
such as material, food, clothing, ... but also the need for mental health care is
also increasingly focused. After a period of burying their head in work, people
always want to rest, enjoy the beautiful scenery, eat strange delicious dishes
and especially experience a new atmosphere that is far from the busy daily
life. This is considered one of the main reasons leading to the development of
the restaurant. The higher human needs are, the more restaurant will be built.
For this reason, competition among businesses is increasing. Recently, Da
Nang is a

developed city in the field of tourism business, especially

restaurants and hotels have been built this much.
The important thing is that the service quality of the restaurant - hotel
industry has not yet met. What is the quality expected of tourists? It is not a
safe trip, there is a place to meet basic human physiological needs but a
higher demand, a friendly atmosphere, hours of enjoying nature, find the
strange flavors of a different culture. Tourists always look forward to a true
"second home", they always want to be welcomed with warm smiles, and be
treated enthusiastically as familiar people when entering the hotel.
Moreover ,eating and drinking not only help us to be healthy physically, but
also help us to feel good in the mind. In fact, eating is a way to recognize the
new things and flavors in life. In the process of tourists staying at the hotel,

Student: Ho Thi Ngoc Tran Code: 25207116001


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the need for food is indispensable. This is because it plays an essential role in
satisfying customer needs as well as making an impression on diners. Hence,
the most important issue is the quality of food and beverage service at the
restaurant. If the restaurant has good service quality, it will attract many
customers and bring high revenue. At the same time, the restaurant also has
the opportunity to build a brand name as well as a reputation with tourists.

After six weeks working at the Mikazuki Japanese Resort and Spa, I
learned that the Food and Beverage Department plays an important role in the
hotel when guests use the hotel services. It is difficult to evaluate the
performance of the restaurant staff because it depends on many factors,
especially service attitude .During my internship at Mikazuki Japanese Resort
and Spa, I decided to do a case study for the topic: “An Investigation into
the Real Situation and Some Solutions for Enhacing the Quality of the
Food and Beverage Service at Da Nang Mikazuki Japanese Resort &
Spa”.
1.2. Aims and objectives
1.2.1. Aims
The study focuses on service quality of the Food and Beverage
Department at Mikazuki Japanese Resort and Spa. It will contribute to
improving my knowledge about function, commission and importance of food
and beverage department in hospitality and tourism. Moreover, some
recommendations and solutions will be listed out to help Mikazuki Japanese
Resort and Spa implement and enhance their service quality at the food and
beverage department. From that, the people who work at the Restaurant of the
resort are able to enhance their service quality by changing even the slightest
details.

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Supervisor: Phan Thi Le Huyen, M.A

1.2.2. Objectives
This study is intended to:
 Investigate in details into the service quality of the Food and Beverage
Department at Mikazuki Japanese Resort and Spa.
 Figure out strong points and weak points at the Food and Beverage
Department of the resort.
 Suggest some effective solutions for enhancing the Food and
Beverage’s service quality at Mikazuki Japanese Resort and Spa .
1.3. Scope of the study
This study focuses on real situation and some solutions to improving the
quality of F&B services, the strategy of magnetizing guests, and so forth of
Nami Restaurant in Da Nang Mikazuki Japanese Resort & Spa
The research finds out the strengths and weaknesses associated with the
procedure.
Analyzing and evaluating the situation of the quality of food and
beverage services at Nami restaurant of Da Nang Mikazuki Japanese Resort
& Spa in the period 2020 – 2022.
From that, suggest solutions and recommendations to improving the food
and beverage’s service quality and meet the needs of customers when coming
to the Nami Restaurant in Da Nang Mikazuki Japanese Resort & Spa.
1.4. Methods of the study
In the process of implementing this case study, I employed some basic
methods. Firstly, I used the method of investigation, collection and analysis of
the figures in Mikazuki Japanese Resort and Spa by contacting the front food
and beverage’s staff and accounting department for necessary data. Secondly,
with the methods of observing and interviewing the staff and customers, I got

Student: Ho Thi Ngoc Tran Code: 25207116001

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Supervisor: Phan Thi Le Huyen, M.A

more detail and some ideas about the status and solutions to enhancing the
server’s attitude and to attract more inbound and outbound tourists for the
restaurant. Thirdly, I collected the data related to the business activities of
Food and Beverage Service, analyzed and evaluated the revenue of this hotel.
Last but not least , by the comparative and analytical methods, I compared
data from year to year to see the difference and come to a conclusion that the
Food and Beverage Service is thriving or not growing.
1.5. Organization of the study
In addition to the table of contents, list of tables and figures, list of
references ,the graduation paper includes six chapters:
Chapter 1: Introduction
This chapter shows the rationale for choosing the topic, the aims and
objectives as well as the scope, the methodologies and the organization of the
study.
Chapter 2: Theoretical background.
This chapter introduces theories related to the restaurant and restaurant
business.
Chapter 3: Case description.
It focuses on describing the catering services at Nami Restaurant.
Chapter 4: Analysis and evaluation.
This chapter will analyze and evaluate the business situation of the resort
and describe the feedback in serving customers at Nami Restaurant.
Chapter 5: Difficulties and solutions.
This chapter will point out some difficulties and suggest some effective

solutions to enriching service quality of F&B Department appealing more
guests to heighten revenue for the resort.

Student: Ho Thi Ngoc Tran Code: 25207116001


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Supervisor: Phan Thi Le Huyen, M.A

Chapter 6: Conclusion and suggestions.
This part concludes and gives some suggestions to improving service
quality of F&B Department for attracting more inbound and outbound guests
to Da Nang Mikazuki Japanese Resort and Spa.

Student: Ho Thi Ngoc Tran Code: 25207116001


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CHAPTER 2. THEORETICAL BACKGROUND
2.1. Hotel Business
2.1.1. Concept of Hotel
To the tourism industry, accommodation is one of the most important

factors leading to certain success of an enterprise. And in this study, I am very
delighted to recommend “Hotel” to all of you. Firstly, we should know what
hotel is.
According to the law, the definition of the hotel defines that “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.”
Other definitions of the hotel state that “An establishment whose primary
business is to provide lodging facilities to a genuine traveler along with food,
beverage, and sometimes recreational facilities too on the chargeable basis.”
According to the Vietnam National Administration of Tourism, “The
hotel is a tourist accommodation establishments having between 10 floors or
more, to ensure the quality of facilities, equipment and essential services
serves.”
According to researchers in tourism and hotel Morcel Gotie, “The hotel
is a place for temporary accommodation of guests. Along with the bedroom,
there are restaurants with different categories.”
Though there are other establishments such as hospitals, college hostels,
prisons, and sanatoriums, which offer accommodation, they do not qualify as
hotels, since they do not cater to the specific needs of the traveler.
In general, hotel can be understood clearly with meaning: A hotel is a
business that provides lodging and other services to its customers. Its purpose
is to satisfy the needs of clients who want to stay overnight or vacation.
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Catering, entertainment, relaxation, and other services are all available at this
location.
2.1.2. Concept of Hotel Business
According to Ph.D Hoang Van Manh & Ph.D Hoang Thi Lan Huong,
“Hotel business is a process of construction the hotel, production and
exchange services to meet the guests’ needs about catering, hospitality,
entertainment and some additional services. These activities contribute to
benefit the hotels. Quality and diversity of the services depend on the standard
of the hotel.”
According to Luan Van Viet, "Hotel business is a business based on the
provision of accommodation, dining and additional services for guests to meet
their needs of eating, resting and entertainment at tourist sites for profit
purposes."
Tourism can be seen as activities of human who want to travel to another
country far away from their usual accommodation for take a rest,
business ,and so forth.
Therefore, we can understand that hotel business in tourism is the
general business and supply many main services such as staying business,
food business in order to respond general needs of guest when they go on a
trip.
2.1.3. Products of Hotel Business
"Hotel products" is a term in hosnitality industry, it includes visible and
invisible products that the hotel nrovides to satisfy their guests from the first
time the guests contact to register rooms until the consumption is finished and
the customer leaves the hotel. These products are characteristic, it means that
in each different hotel, guest will experience

Student: Ho Thi Ngoc Tran Code: 25207116001

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Supervisor: Phan Thi Le Huyen, M.A

Two types of hotel products
 Invisible products: The hotel's invisible products cannot be purchased,
inspected, or touched. Customers can only feel based on their feelings and
experiences after using the services.


Visible products are commodity products supplied by the hotel for

instance: food, beverages, souvenirs, and other goods sold in the hotel
business .This is the type of product in which the payer retains owneribhip
after exchanging
Hotel products and services are divided into the following types of
services:
• Compulsory services: including bedroom, eating, guest relation,
laundry, etc.
• Additional services: Including services such as spa, swimming pool,
restaurant, bar, etc. to satisfy the needs of resort and entertainment of
customers. Usually customers who have long trips will use this service.
Depending on the standard of the hotel, there will be compulsory and non mandatory standards.
2.2. Service Quality in Hotel Business
2.2.1. Concept of Service Quality in Hotel Business
Service quality is considered to be a sophisticated category that is
viewed in a variety of ways:

According to TCVN and ISO-9000, “Service quality is an evaluation
depending on product criteria which meet customers’s requirement.

Student: Ho Thi Ngoc Tran Code: 25207116001