An investigation into the real situation and some solutions to enhancing the service quality of food and beverage department at hilton da nang hotel

DUY TAN UNIVERSITY
FACULTY OF ENGLISH

PHAN THI LAN ANH

AN INVESTIGATION INTO THE REAL SITUATION
AND SOME SOLUTIONS TO ENHANCING THE
SERVICE QUALITY OF FOOD AND BEVERAGE
DEPARTMENT AT HILTON DA NANG HOTEL

GRADUATION PAPER IN ENGLISH LINGUISTICS

DA NANG – MAY 2023


DUY TAN UNIVERSITY
FACULTY OF ENGLISH

GRADUATION THESIS

AN INVESTIGATION INTO THE REAL SITUATION
AND SOME SOLUTIONS TO ENHANCING THE
SERVICE QUALITY OF FOOD AND BEVERAGE
DEPARTMENT AT HILTON DA NANG HOTEL
Major: English for Tourism

SUPERVISOR : THAI TRINH THAO NGUYEN, M.A
STUDENT

: PHAN THI LAN ANH

CLASS

: K25NAD1

STUDENT CODE: 25203217189

DA NANG – MAY 2023


Graduation Thesis

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Supervisor: Thai Trinh Thao Nguyen, M.A.

ACKNOWLEDGEMENTS
First of all, I would like to express my deep and sincere thanks to Hilton
environment, helping me to broaden my horizons and foster more
professional Danang Hotel for giving me the opportunity to collaborate in a
positive knowledge. I would also like to thank the manager and colleagues
who wholeheartedly helped and supported me during my work here.
Besides, I am extremely grateful to Duy Tan University, the teachers in
the English department have arranged their time and created all ideal
conditions, giving me valuable lessons so that I can finish my thesis on time
term.
Finally, I would like to express my gratitude to Ms. Thai Trinh Thao
Nguyen, who guided, supported, instructed and answered my questions
wholeheartedly so that I could complete my thesis successfully the best.
With the limited time and experience of a student, my thesis cannot
avoid errors. I look forward to receiving the guidance and comments of the

teachers so that I have more opportunities to improve my awareness.
I am grateful to all of you. Best wishes for health and success to
everyone!
Yours sincerely!
Student
Phan Thi Lan Anh

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

STATEMENT OF AUTHORSHIP
Except where reference is made in the text of the paper, this paper
contains no material published elsewhere or extracted in whole or in part from
a paper that has qualified for or been awarded another degree or diploma.
No other person’s work has been used without due acknowledgment in
the paper.
This paper has not been submitted for the award of any degree or
diploma at any other tertiary institution.
Danang, May 2023
Phan Thi Lan Anh

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

ABSTRACT
In this graduation report, I want to find out the status of the service
quality of the food and beverage department at the Hilton Danang Hotel. This
research paper is based on theoretical background and practical data that I
have collected through the process of searching and synthesizing. Next, I
analyze the status of the service quality of this department at the hotel. From
there, I pointed out the strengths and weaknesses of the F&B department.
Through the process of survey, observation, and analysis, I would like to
make some suggestions for Hilton Danang to improve its shortcomings.
Hopefully, these suggestions will help the hotel strengthen the quality of
customer service and contribute to the growth of the hotel in Da Nang City.

Student: Phan Thi Lan Anh

Code: 25203217189


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LIST OF TABLES AND FIGURES
Y

Table 1: Number of tourists to Hilton Danang from 2019 to 2021.................22
Table 2: Number of tourists using Food and Beverage service at the hotel
from 2019 to 2021...........................................................................................23
Table 3: Staff's gender at the Food and Beverage departmenrt.......................24
Table 4: Number of years of employee experience.........................................25
Table 5: Staff’s age at the F&B department....................................................25
Table 6: Staff's education level.......................................................................26
Table 7: Customer information surveyed at the Hilton hotel..........................27
Table 8: Customer reviews about the facilities and equipment of the F&B
department at the Hilton hotel.........................................................................28
Table 9: Guests’ Evaluation of F&B Staff Communication Skills.................29
Table 10: Guests’ evaluation of F&B staff's serving attitude.............................
Figure 1: The organizational structure of F&B Department...........................10
Figure 2: Organization diagram at the Hilton hotel........................................18

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

LIST OF ABBREVIATIONS
F&B: Food and Beverage

Student: Phan Thi Lan Anh

Code: 25203217189


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TABLE OF CONTENTS
ACKNOWLEDGEMENTS.............................................................................i
STATEMENT OF AUTHORSHIP...............................................................ii
ABSTRACT....................................................................................................iii
LIST OF TABLES AND FIGURES.............................................................iv
LIST OF ABBREVIATIONS.........................................................................v
TABLE OF CONTENTS...............................................................................vi
CHAPTER 1. INTRODUCTION..................................................................1
1.Rationale.....................................................................................................1
2. Aims and Objectives..................................................................................2
3. Scope of the study......................................................................................2
4. Method of the study...................................................................................2
5. Organization of the study.........................................................................2
CHAPTER 2. THEORETICAL BACKGROUND......................................4

2.1 An Overview of Hospitality Industry...................................................4
2.1.1 Definitons of Hotel..............................................................................4
2.1.2. Classification of hotel........................................................................4
2.1.2.1 Classification according to the "star" standard.........................4
2.1.2.2 Classification on the basis of the Hotel Scale..............................5
2.1.2.3 Classification based on geographical location:...........................5
2.1.2.4 Classification on the basis of Ownership and Management......6
2.1.2.5 Segmentation by target market....................................................6
2.2 An Overview of the Hotel Business......................................................6
2.2.1 Definitions of hotel business...............................................................6
2.2.2 Hotel business characteristics...........................................................7
2.2.3. Product of Hotel Business.................................................................7

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2.2.3.1. Accommodation Business............................................................8
2.2.3.2. Catering Business.........................................................................8
2.2.3.3. Additional Services Business.......................................................8
2.3 An Overview of the Food and Beverage Department.........................8
2.3.1 Introduction about the F&B Department........................................8
2.3.2 Function of the F&B Department.....................................................9

2.3.3 The organizational structure of F&B Department........................10
CHAPTER 3: CASE DESCRIPTION.........................................................11
3.1 An overview of the Hilton Hotel...........................................................11
3.2 Hotel amenities......................................................................................13
3.3 Accommodation.....................................................................................13
3.3.1 Guest rooms......................................................................................13
3.3.2 Suites rooms......................................................................................15
3.3.3 Executive rooms................................................................................16
3.3.4 Accessible rooms...............................................................................17
3.4 Dining and drinks..................................................................................17
3.5. Hilton hotel’s opeation system............................................................18
3.5.1. Hilton hotel’s organization diagram..............................................18
3.5.2.....Functions and tasks of each department at the
Hilton hotel...........................................................19
CHAPTER 4: ANALYSIS AND EVALUATION......................................22
4.1 Business situation at Hilton hotel from 2019 to 2021.........................22
4.1.1 Number of tourists to Hilton Danang from 2019 to 2021.............22
4.1.2 Number of tourists using Food and Beverage service at the hotel
from 2019 to 2021......................................................................................23
4.2 Analysis of customer reviews at the F&B department......................24
4.2.1 Overview of staff at Food and Beverage department...................24

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4.2.1.1 Staff's gender...............................................................................24
4.2.1.2 Number of years of employee experience..................................25
4.2.1.3 Staff’s age at the F&B department............................................25
4.1.2.4 Staff's education level..................................................................26
4.2.2 Customer information surveyed.....................................................26
4.2.3 Reviews of customers about F&B staff at the
Hilton Danang Hotel...............................................28
4.2.3.1 Customer Evaluation of the F&B Department's Facilities and
Equipment at the Hilton DaNang Hotel................................................28
4.2.3.2

Guests'

evaluation

of

the

staff's

foreign

language communication skills..............................29
4.2.3.3 Guests’ Evaluation of F&B Staff's Serving Attitude...............30
4.2.4 Overall assessment of the service quality of the F&B department
at the Hilton Danang hotel........................................................................30

4.3 Strengths................................................................................................31
4.4 Weaknesses............................................................................................32
CHAPTER 5..................................................................................................33
DIFFICULTIES AND SOLUTIONS..........................................................33
5.1 Difficulties..............................................................................................33
5.2 Solution for F&B Department.............................................................33
CHAPTER 6..................................................................................................35
CONCLUSIONS AND SUGGESTIONS....................................................35
6.1 Conclusion..............................................................................................35
6.2 Suggestions.............................................................................................35
6.2.1 Suggestions for the F&B Department of the
Hilton Danang Hotel...............................................35
6.2.1.1 Improving foreign language skills and soft skills.....................35

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6.2.1.2 Improving employees' mental and physical well-being...........36
6.2.2 Comments for the Faculty of English Language Duy Tan
University...................................................................................................36
REFERENCES
APPENDIX

SUPERVISOR’S COMMENTS

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

CHAPTER 1. INTRODUCTION
1.Rationale
Travel and tourism are important industries for the development of each
country. There are many benefits and profits that travel brings to our country
are many; it is not only an industry. The economy has the ability to change
the face of the country, and tourism also has a positive meaning in the life of
each individual. Our country will become an attractive destination in the eyes
of domestic and international tourists if we understand and support this field.
As people's quality of life is increasingly improved, the requirements to
satisfy material and spiritual needs are increasing. To meet this growing
demand, the tourism industry in general and companies operating in the
service sector are growing with increasingly diverse levels of service
provision. Besides, when the response level of the service industry is
increasing, the requirements for standards, quality, or the product experience
of the service industry by people are inevitable. In order that their products
and services to be favored by customers and stand firm in the market,
businesses must constantly improve the quality of their services. In the

service sector, the hotel business is one of the key areas, becoming the most
profitable industry through the utilization and exploitation of tourism
resources in each locality. The hotel's technical facilities and essential
services, such as accommodation, transportation, rooms, and entertainment....
I realize that the quality of service at the Food and Beverage Department also
contributes an important part in meeting and satisfies the essential needs of
customers. That's why I chose "An Investigation into the Real Situation and
Some Solutions to Enhancing the Service Quality of the Food and Beverage
Department at the Hilton Da Nang Hotel" as the topic of my graduation
thesis.

Student: Phan Thi Lan Anh

Code: 25203217189


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2. Aims and Objectives
2.1 Aims
This graduation report reflects my ability during my four years studying
here. During that precious time, I was able to receive the extremely dedicated
help and guidance of teachers, professors, and classmates at Duy Tan
University.
This thesis helps readers have an overall and detailed view of the current
state of service quality at the F&B department at the Hilton Danang, thereby

offering solutions to improve service quality here.
2.2 Objectives
The objective of this thesis is to survey the current status of service
quality at the F&B department of the Hilton hotel so that readers can see the
advantages or limitations of the hotel in service provision.
Based on the analysis and assessment of the current service situation, I
realized the advantages and limitations of the hotel, thereby proposing the
most appropriate direction and solutions to improve the service quality of the
F&B department at the Hilton Danang Hotel.
3. Scope of the study
This study focuses on the current situation of Hilton Danang hotels.
This study analyzes and evaluates the Food and Beverage department to
find out the advantages and disadvantages of this department at the hotel to
offer some solutions to improve the service quality at the F&B department.
4. Method of the study
After synthesizing all customer information from the questionnaire, I
conduct data analysis and evaluation.
5. Organization of the study
This study is organized into 6 parts:

Student: Phan Thi Lan Anh

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Chapter 1: Introduction
This part expresses the rationale for choosing the topic, the aims and
objectives of the study, the scope of the study, the method of study, and the
organization of the study.
Chapter 2: Theoretical background
In the first chapter, the different definitions about hotel that are closely
related to each item of this study.
Chapter 3: Case description
This chapter presents an overview of the Hilton Hotel, its organizational
structure, and the activities of the F&B department.
Chapter 4: Analysis and evaluation
Chapter 5: Difficulties and Suggested Solutions
Chapter 6: Conclusions and Suggestions

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

CHAPTER 2. THEORETICAL BACKGROUND
2.1 An Overview of Hospitality Industry
2.1.1 Definitons of Hotel
Each country has different views on the definition of a hotel, which are

based on the conditions and development level of the country's hotel business.
According to Morcel Gotie, a researcher on tourism and hotels, a hotel
is a temporary accommodation for tourists. Along with bedrooms, there are
restaurants of many different types".
According to Circular No. 01/202/TT-TCDL dated 4/2001 of the
Vietnam National Administration of Tourism on guiding the implementation
of Decree No. 39/2000/ND-CP of the Government on tourist accommodation
establishments, The hotel is an independently built research project with a
size of 10 bedrooms or more, ensuring the quality of facilities, equipment, and
necessary services to serve tourists.
In addition to meeting the needs of accommodation and food services,
hotels also provide other services, depending on the capabilities and
requirements of customers, such as relaxation, meeting, and entertainment
needs; beauty; sports... these services are increasingly rich and diverse.
2.1.2. Classification of hotel
To meet the needs of the target audience for tourism purposes, the hotel
system has formed and developed many different types. Currently, in the
world and in our country, hotels are classified according to the following
criteria mainly the following:
2.1.2.1 Classification according to the "star" standard
 One star: 100% of the rooms have bathrooms, televisions, fans,
shampoos, etc., with daily housekeeping.

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 Two stars: There is buffet breakfast, internet, and bedside reading
lights. Hygiene tools such as toothpaste, brushes, a shaver, etc.
 Three stars: 24/7 phone reception; staff that knows foreign languages;
and services available upon request.
 Four stars: mini bar, beverage service, bathrobes... on request.
 Five stars: The type of service in a 5-star hotel is very high-class,
including luggage storage staff, welcoming visitors with flowers and gifts,
beverage service...
2.1.2.2 Classification on the basis of the Hotel Scale
 Small-scale hotel: From 10 to 49 bedrooms, it only provides
accommodation services, not other services.
 Medium-sized hotels: With sizes from 50 rooms to 100 rooms, they
provide most of the services for guests, such as accommodation, meals, and
some other ancillary services.
 Large-scale hotels: Usually with a size of 100 bedrooms or more, they
provide a full range of services for guests, often equipped with luxurious and
modern furniture.
2.1.2.3 Classification based on geographical location:
 City hotel: a hotel built in the city center to serve guests for the
purpose of business or conferences.
 Airport hotels are built near major international airports. The target
audience of this hotel is business people staying in town for 1 to 2 days or
less.
 A resort hotel is built in a natural setting, such as one with a view of
the sea or the mountains.

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

 Urban hotels are built on the periphery of the city or in urban centers.
The object of service is usually weekend guests, business guests, or guests
visiting relatives.
 Roadside hotel: a building built on the side of roads, highways, or
highways to serve guests traveling on national highways using automobiles,
such as motels.
2.1.2.4 Classification on the basis of Ownership and Management
 Private hotel: It is a hotel which has a property investor, an individual
or a limited company.
 State hotel: It is a hotel which has investment capital of the state. By
an organization or a state - owned company responsible for operating and
managing.
 Investment hotel: It is a hotel which has two or more investors to put
money in order to build and provide the facilities and construction for hotel.
2.1.2.5 Segmentation by target market
 Trade hotel
 Tourism hotel
 Apartment hotel for rent
 Casino Hotel

2.2 An Overview of the Hotel Business
2.2.1 Definitions of hotel business
“Hotel business” is a business activity providing accommodation,
catering and additional services to meet food and recreation demand of
customers at places of interest for profit.
Therefore, we can understand that hotel business in tourism is the
general business and supplying many main services such as: staying business,

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food business in order to respond general of guest when they go on a trip.
These activities contribute to benefit the hotels.

2.2.2 Hotel business characteristics
Hotel Characteristics Hotels are the principal place of business for the
hospitality industry, which has a fresh atmosphere and distinct characteristics.
Its primary objectives are to provide food, beverages, accommodations, and
basic amenities during the stay of visitors for their comfort and convenience.
The characteristics of modern hotels are as follows:
 Clean and comfortable rooms belong with bathrooms, a toilet, and full
equipment with necessary supplies.

 Restaurants or food and beverage service outlets with various cuisines
and bars
 As indicated in the rating, the hotel's swimming pool, sky bar, sauna,
and massage and sports facilities are available here on demand for the health
and entertainment of the guests.
 Business center, sales, and networking facilities through various
information technologies.
 Lobby and front desk reception, reservations, a cash counter, and
safety locker facilities are available 24 hours a day.
 Top management of the security and protection, and 24 hour
maintenance facilities.
 Accounts department for banking works and overall activities of bank
accountancy
 Clinic facilities with qualified doctors and necessary supplies
2.2.3. Product of Hotel Business

Student: Phan Thi Lan Anh

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Supervisor: Thai Trinh Thao Nguyen, M.A.

Hotel business products are depending on customer needs; however,
there are 3 main types of hotel business, they are accommodation business,
catering business, and additional services business.

2.2.3.1. Accommodation Business
The accommodation business in the hotel business is the most basic
activity. It provides rooms for clients that have been equipped with standard
facilities to make a profit while they use the service at the hotel.
2.2.3.2. Catering Business
The catering business is the process of selling food and offering other
services related to food to satisfy customers at restaurants or hotels for forprofit purposes.
2.2.3.3. Additional Services Business
Additional services business providing services different from the two
above. These services satisfy more needs of customers and add more products
for the hotel... According to the different needs of guests, there are two kinds
of facilities:
• For basic demands: laundry, telephone, transfer, …
• For special demands: souvenir, spa, casino, golf, swimming, gym, …
2.3 An Overview of the Food and Beverage Department
2.3.1 Introduction about the F&B Department
F&B (Food and Beverage Service) is the restaurant and beverage
department in the hotel, responsible for providing food and drinks to diners
and all employees working at the hotel (especially at four- and five-star
hotels) and providing services for organizing birthday parties, weddings,
conference buffets, year-end parties, etc.

Student: Phan Thi Lan Anh

Code: 25203217189


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Supervisor: Thai Trinh Thao Nguyen, M.A.

The size of the F&B will depend on the size of the hotel and the number
of guests staying daily. For each hotel, F&B plays an important role in
bringing in revenue and promoting the brand.

2.3.2 Function of the F&B Department
The function of the F&B department is to do business in catering to
increase sales for the hotel and to be the link between the hotel and the guests
through daily catering to perform the function of product consumption. This
is the division of production, consumption, and organization of catering
services such as breakfast, lunch, dinner, buffet, conference, seminar, and all
kinds of wedding parties, asking when guests have requests along with other
Drinks are rich and diverse, from preparation to presentation, to suit the needs
and preferences of guests, creating a comfortable, civilized, and polite
atmosphere for guests to comfortably enjoy the food.

Student: Phan Thi Lan Anh

Code: 25203217189