AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BEVERAGE DEPARTMENT OF VINPEARL RESORT & SPA DANANG

DUY TAN UNIVERSITYFACULTY OF ENGLISH DO DIEU KHANH VY AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BEVERAGE DEPARTMENT OF

DUY TAN UNIVERSITY

FACULTY OF ENGLISH

DO DIEU KHANH VY

AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING THE SERVICE QUALITY OF THE FOOD AND BEVERAGE DEPARTMENT OF VINPEARL

RESORT & SPA DANANG

GRADUATION PAPER IN ENGLISH LINGUISTICS

VINPEARL RESORT & SPA DANANG

Major: English for Tourism

STUDENT CODE: 24203204411

DA NANG, 2022

During the period of 2 months, the outcome of this graduation requires alot of guidance and assistance from my teachers, my classmates and themanagement board of the university Whatever I have done is only due to alot of help and I would not forget to say thanks to those who assisted me First of all, I would like to express my deepest gratitude to Ms Le ThiOanh, who actively supported me in completing the project She is always theone who enthusiastically and thoughtfully answers the questions, carefullypointing out each mistake and assisting me in grasping the error andimproving I feel really lucky to have her guidance

Secondly, I would like to thank all of the teachers at Duy Tan University,especially those of English Department Their knowledge helps me too muchwhen I wrote this paper

Finally, I am thankful to the managers and staff for their help and provide

me valuable information and guidance for my report

I wish you of all good health and happiness!

Danang, May, 2020

DO DIEU KHANH VY

STATEMENT OF AUTHORSHIP

Except where reference is made in the text of the thesis, the graduationpaper contains no material published elsewhere or extracted in the whole or inpart from a thesis by which have qualified for or been awarded another degree

of Food and Beverage Department in Vinpearl Resort & Spa.

LIST OF ABBREVIATION

F&B: Food and Beverage

HR: Human Resource

LIST OF TABLES AND FIGURES

Diagram 1: Organization Structure of Vinpearl Resort & Spa .23

Diagram 2: Organization Structure of the food and beverage department 24

Table 1: The educational background of staff in the F &B department .26

Table 2: The qualification of staff in the F&B department .27

Table 3: Vinpearl Resort & Spa’s Facility .29

Table 4 : Revenue structure of food service from 2018 to 2020 .38

Table 5: Revenue structure of beverage service from 2018 to 2020 .40

Table 6: Guests’ evaluation on staff .42

Table 7: Guests’ evaluation on Food and Drink .43

Table 8: Guests’ evaluation on price policy .43

Table 9: Guests’ evaluation on food hygiene and safety .44

Table 10: Guests’ evaluation on facilities .44

Figure1: The revenue of food service in the period 2018-2020 .39

Figure 2: The revenue of beverage service in the period 2018-2020 .41

TABLE OF CONTENTS

ACKNOWLEDGEMENT i

STATEMENT OF AUTHORSHIP ii

ABSTRACT iii

LIST OF ABBREVIATION iv

LIST OF TABLES AND FIGURES v

TABLE OF CONTENTS vi

CHAPTER 1: INTRODUCTION 1

1.1 Rationale 2

1.2 Aims and Objective 2

1.3 Scope of the Study 2

1.4 Methods of the Study 2

1.5 Organization of the Study 3

CHAPTER 2: THEORETICAL BACKGROUND 4

2.1 Resort 4

2.1.1 Definition of resort 4

2.1.2 Definition of resort business 5

2.1.3 Classification of resort 6

2.1.4 Feature of resort 7

2.2 Restaurant 9

2.2.1 The concept of restaurant 9

2.2.2 Classification of restaurant 10

2.2.3 Features of restaurant in the resort 12

2.2.4 The role of restaurant in the resort 12

2.2.5 Function of the restaurant in the Resort 12

2.3 Food and Beverage Department 13

2.3.1 Introduction to the Food and Beverage Department 13

2.3.2 Duties of the Food and Beverage Department in the resort 13

2.3.3 Part under the Food and Beverage Department 14

2.3.4 Requirements for the Food and Beverage staff 15

2.4 Quality of service of Food & Beverage department in Resort 16

2.4.1 Definition of quality of service 16

2.4.2 The factors affecting the quality of the food and beverage service17 2.4.2.1 The staff 17

2.4.2.2 Facilities 18

2.4.2.3 The quality of food and beverage 19

CHAPTER 3: CASE DESCRIPTION 20

3.1 Overview of Vinpearl Resort & Spa 20

3.1.1 General Information of Vinpearl Resort & Spa 20

3.1.2 The organizational structure of Vinpearl Resort & Spa 22

3.2 An overview of the foo d and beverage department 23

3.2.1 The organizational structure of the F & B department 23

3.2.2 Function and Duties of the F & B department 24

3.2.3 The education background of staff at Vinpearl Resort & Spa 26

3.2.4 The qualification of staff at Vinpearl Resort & Spa 27

3.2.5 Facilities of the F & B at Vinpearl Resort & Spa 29

3.2.6 The serving process at Vinpearl Resort & Spa 31

3.3 Customer coming to Vinpear Resort & Spa 33

3.3.1 Domestic customers 34

3.3.2 Foreign customers 34

3.4 Price of buffer at Vinpeal Resort & Spa 34

CHAPTER 4: ANALYSIS AND EVALUATION 38

4.1 Analysis 38

4.1.1 The results of food service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020 38

4.1.2 The results of beverage service revenue at Vinpearl Resort & Spa in recent years 2018 – 2020 40

4.2 Evaluation 41

4.2.1 Evaluation of the quality of the F&B based on guest's feedback 41

4.2.1.1 Guests’ evaluation on staff 41

4.2.1.2 Guests’ evaluation on Food and Drink 43

4.2.1.3 Guests’ evaluation on price policy 43

4.2.1.4 Guests’ evaluation on food hygiene and safety 44

4.2.1.5 Guests’ evaluation on facilities 44

4.2.2 General Evaluation 45

4.2.2.1 The strengths of the F&B department at Vinpearl Resort & Spa 45

4.2.2.2 The weaknesses of the F& B department at Vinpearl Resort & Spa 46

CHAPTER 5: DIFFICULTIES AND SOLUTIONS 47

5.1 Difficulties 47

5.2 Solutions 47

5.2.1 Improving the quality of labor force 47

5.2.2 Improving, innovating, and completing facilities 49

5.2.3 Diversifying products and enriching the menu 49

5.2.4 Ensuring a steady supply of food and raw resources that is both high-quality and safe 50

CHAPTER 6: CONCLUSIONS AND SUGGESTIONS 51

6.1 Conclusions 51

6.2 Suggestions 52

6.2.1 Suggestions for Vinpearl Resort & Spa 52

6.2.2 Suggestions for Faculty of English 52

REFERECES 54 QUESTIONAIRE 55 SUPERVISOR’S COMMENT 58

CHAPTER 1: INTRODUCTION 1.1 Rationale

Nowadays, when the economy develops rapidly and dynamically, tourismbecomes a practical need for everyone in society With such great progress, it

is inevitable that the fierce competition of industries in general, trade andservices in particular is unavoidable In particular, the competition betweenhotels, resorts, and retail locations is shown clearly Indeed, the tourism andservice industries are becoming increasingly important in the economy’sstructure, contributing significantly to national income Over the years, ourcountry’s tourism industry has been seeing a significant increase intechnological facilities to serve visitors in all regions of the country, asevidenced by the appearance of shops, a collection of hotels, resort, tourismtrade villages, and other facilities In order to succeed in the highlycompetitive tourism market, companies must provide solutions for servicequality, as well as strategies to attract and satisfy customers

Tourists come here to enjoy the culinary culture of the places they travelthrough as well as the landscapes and cultural arts of each city As the countrygrows, tourist demand has risen dramatically in terms of lodging, dining, andentertainment Therefore, eating out at restaurants will supplant cooking athome Customers may enjoy a variety of delectable and diverse dishes inthese establishments, which provide a polite, luxurious, and relaxingenvironment for special occasions such as weddings, meetings, or socialactivities with friends and colleagues As a result of the above developments,many accommodation companies have extended their operations to includethe culinary industry, growing revenue and diversifying their products andservices

Danang is known as the most livable city in Vietnam but filled withinteresting things In addition, Danang is the city with the most potential for

tourism development in the country, this places focuses on natural landscaperesources as well as cultural landscapes One of the draws for visitors to thisbeautiful region is the diverse food As a result of this feature, resorts andhotels are becoming more competitive Vinpearl Resort & Spa is a five-starresort in Danang noted for its exclusive architecture and close to nature Notonly that, it also has a lot of experience in the restaurant business,contributing greatly to the Resort's revenue

With the theme “An Investigation into the Real Situation and Some

Solutions for Improving the Service Quality of the Food and Beverage Department of Vinpearl Resort & Spa Danang”, I would like to present

some basic issues relative to the Food and Beverage in the resort business andsome solutions to improve the quality of the food and beverage service inorder to increase the competitive position as well as to keep firmly beautifulimages in the hearts of guests coming to Vinpearl Resort & Spa Danang

1.2 Aims and Objective

The project's main goal is to investigate the current state of the F&Bdepartment at Vinpearl Resort & Spa I'll examine the current situation of thefood and beverage service department, as well as its strengths and weaknesseswhich for all intents As a result, I will have a better understanding of theissues and will be able to provide some suggestions to efficiency improve theservice quality of this department

1.3 Scope of the Study

This research aims to reflect the current state of the Food and Beveragedepartment at Vinpearl Resort & Spa, as well as the quality of service, inorder to provide solutions or suggestions for resolving the issues

1.4 Methods of the Study

During the process of research, I used some methods Firstly, I usedmethods of collecting information and processing documents: I collected,analyzed, selected, and evaluated on related issues from the previousdocuments and handle documents, information from books, newspapers, andrelated websites Furthermore, I also used analysis method: I analyzed thecurrent situation based on the collected information to come up with specificsolutions which are suitable for the topic content Finally, I synthesized datausing statistical and synthetic methodologies

1.5 Organization of the Study

To better serve the research and evaluation, this study is divided into fivechapters:

Chapter 1 is the introduction of the graduation paper including rationale,aims and objectives, the scope of the study, the method of study and studyorganization

Chapter 2 is the theoretical Background about resort business and Foodand Beverage service

Chapter 3 is the case description describing the overview of VinpearlResort & Spa and Food and Beverage service at this resort

Chapter 4 is the analysis and evaluation including real situation aboutservice quality of Food and Beverage service

Chapter 5 is the difficulties and solutions to improve the servicedepartment of Food and Beverages at Vinpearl Resort & Spa

Chapter 6 is the conclusion and some suggestions to improve the servicedepartment of Food and Beverages at Vinpearl Resort & Spa

CHAPTER 2: THEORETICAL BACKGROUND 2.1 Resort

2.1.1 Definition of resort

The resort or hotel concept first appeared in France in the seventeenthcentury, until the end of the nineteenth century that it was popular in othercountries The basis for distinguishing the hotel or resort is the presence ofprivate bedrooms with full facilities inside

A resort is a self-contained commercial establishment that tries to providemost of a vacationer's wants, such as food, drink, swimming, lodging, sports,entertainment, and shopping, on the premises

According to No.01/2000/TT-TCDL dated April 24, 2001 of the GeneralDepartment of Tourism guiding the implementation of DecreeNo.39/2000/ND-CP of the Government on accommodation, clearly stated:

“Resort is a type of hotel that is independently built into blocks or a complex

of villas, villas, tourist apartments,… in areas with beautiful natural landscapeand clean environment aims at serving customers to relax and visit.” [11] The Faculty of Tourism, National Economic University, in the bookinterpretation of the term tourism and hotel has added a concept as follows:

“The resort is a facility that provides accommodation services (with fullfacilities), food and beverage services, entertainment services and othernecessary services for overnight guests and is often built at touristdestinations ”[1]

The origin of the word “resort” comes from the place of treatment andconvalescence in developed countries Over time and imported to Vietnam,

“resort” has become a provider of high-class resort services for the elitegroup

2.1.2 Definition of resort business

Initially, the resort or hotel business was just a service business to ensureovernight accommodation for paying guests Then, along with the demands ofsatisfying needs which are higher and higher of tourists and the desire of theresort owner to meet all the needs of guests, the resort was graduallyorganized more activities Food and drink business to serve the needs ofguests Since then, experts in this field use two concepts:

Resort or hotel business in the broad and narrow sense

In a narrow sense: Hotel business is only dedicated to serving the needs ofsleep and relax for guests

In a broad sense: Hotel business is the activity of providing services tothe needs of the visitors The economy is developing day by day, and the life

is better and better, people have more conditions to take care of their spirituallife The number of travelers is increasing strongly Along with thedevelopment of tourism, the competition between resorts to attract more andmore guests with high financial capacity has increased the diversity of theindustry In addition to the two main activities mentioned above, theconditions for meetings, relationships, medical treatment, and entertainment are also increasing rapidly The medical conditions have made the content ofthe resort business concept more active in the organization of supplementaryservices (entertainment, sports, medical, laundry )

The resort business not only provides self-employed services but alsosells products in other industries and sectors of the national economy such asagriculture, processing industry, light industry, banking services In short,resort business provides its guests with its own services and at the same timeacts as an intermediary to sell products to customers [2]

In a nutshell, the content of the resort business is expanding and diverse

in general Due to such a development, today people still accept both thebroad and narrow Greek words of the resort or hotel business concept

Additional services are increasing in number, varied in form, and oftentailored to the location, rank, type, size and target customer market of eachaccommodation property.

In the most general aspect, resort business is the business activity on thebasis of providing accommodation, food and beverage services and additionalservices to guests to meet their dining, accommodation and entertainmentneeds at tourist destinations for profitable purposes [3]

 Classification according to the resort's position in relation to the primary target.

We’ll look at both destination and non-destination resorts here

Destination resorts are resorts situated in well-known tourist destinationsaround the world, where tourists are drawn to travel thousands of kilometers

to alive and stay in a resort there The average duration of stay isapproximately ten days We can include resorts in well-known beachdestinations such as Morocco, the Maldives, and Phuket, as well as resorts in

‘well-known ski destinations such as Whistler Blackcomb, Zermatt, and St.Mortiz Non-destination resorts are not well-known tourist destinations andare located about 4 hours from major cities (according to the average speed in

the world, about 400km) In Vietnam, we can think of resorts in Vung Tau,Phan Thiet, Mui Ne, Can Tho compared to HCM ditty In contrast to Hanoi,Sapa, Ninh Binh, Quang Binh, etc.

 Classification by time of operation

While this is a less common classification, it has been commonly used.Most people think of resorts as hotels that are open all year, but many resortsare only open for a few months, so they are known as Summer Resorts andWinter Resorts

Summer Resort is mostly only popular in the North American marketwhere these resorts are open from National Day of America to Labor Day ofAmerica Winter Resort is popular in famous ski destinations in the world,serving visitors wishing to ski on long winter holidays However, due to theincreasing demand for tourism, as well as perhaps due to the warmingclimate, both types are transformed and become a Year-Round Resort as youknow now You can check out Avoriaz Portes du Soleil Resort in France,which is one of the winter resorts located in the famous Alps, but in thesummer they serve as a summer resort when organizing hiking activities,biking

2.1.4 Feature of resort

 Large space and close to nature

Most modern resorts are developed near beaches or mountainous areaswith extremely spacious spaces, wide areas with complete garden facilities,swimming pools, entertainment areas, and other offerings to meet the needs oftourists in a peaceful setting Furthermore, the new resort design style is inharmony with nature, creating an airy, spacious, tidy, and beautiful space

‘while maintaining comfort and convenience for visitors Guests will be able

to feel, appreciate, and mingle with nature in the most relaxed and wonderfulway possible

 The unique architecture of Resort

The resort architecture is frequently planned and constructed in longblocks or may include separate individual villas Currently, resort architecture

is expanding and following the direction of building in the style of a storybuilding and separated from one another with the use of a variety of materialssuch as wood, bamboo, and other natural materials, enabling everyone to feelextremely close to nature The resorts’ distinctive architectural space is seennot only in the resorts’ distinctive architectural space is seen not only in thearrangement of rooms and services, but also in the construction and interiordesign With synchronized architecture, unique and fancy design and layoutconcepts, and a harmonious mix of blocks to stay at as well as popularpopulations such as vacation homes and stunning natural scenery Brings itsown specific sign that can only be found in resorts

 Associated with local characteristics

The design concept combined with the local characteristics to create theattraction for each resort is the distinction and characteristic of the resortmodels Typically, the Topas Eco lodge Resort in Sapa is built to resemble thestyle houses of the Northwestern people, with palm-roof graniteaccommodation houses and evenly decorated furniture Bamboo, rattan,ceramics, and other materials are used

Currently, in Viet Nam, with the diversity and cultural diversity of regions,investors have got new and breakthrough ideas for our resort designs.However, no matter how creative or unique you are, you must completelymeet and satisfy the requirements of popularization, which include a need toimmerse yourself in the natural surroundings of resort guests

 Mainly serving well - off customers

Unlike other normal resort types, the resort is known as the mainaccommodation model to cater to tourists with economic conditions and highaffordability for high-end services Since the resort caters to all of a

customer’s needs from A to Z, the room rate for a night's stay is also muchhigher than other types of hotels The lowest price for one night at AmanoiNinh Thuan Resort is about 14 million dong, while the highest is nearly 100million dong This is a very high, opulent price that only those in goodfinancial standing can afford to pay while on holiday.

 The level of service at the resort is up to international standards.

The majority of resorts in Vietnam today operate as a joint venture underthe management and control of large multinational companies and businesses,with 100 percent investment, capital commitment, and activity Because ofthe strict and structured management of foreign companies, the resorts’

‘management method and service quality are rated as meeting internationalstandards, with strict and consistent requirements on costumes, how to acceptcustomers, service procedures, and so on

Due to the strict and systematic management of foreign corporations, thestaff at the resorts must also be carefully selected and have high requirements

in appearance and knowledge Professional skills ensure the purpose ofbringing the best quality for all customers to stay and experience

2.2 Restaurant

2.2.1 The concept of restaurant

Restaurant is the place to process and serve dishes and drinks tocustomers on the spot to gain economic profits A restaurant can serve manydifferent types of customers or sometimes only a certain group of customers.The operation form of the restaurant is also extremely diverse with separatethemes, dishes and drinks Restaurants are an important part of the F&Bindustry

Restaurant business is the activities of processing food, selling andserving the consumption of food and beverages and providing other services

to satisfy the dining and entertaining demands of hotel or resort restaurants,all with the goal of profit.

 Classified according to the menu

Based on typical dishes in the cuisine of a country, region and continent todistinguish into different restaurants such as French restaurant, Vietnameserestaurant, Italian restaurant, European restaurant, Asian restaurant, etc This

is easy to see and most commonly used classification

 Classified by scale

This type of classification is usually the only relative, sometimes it isdifficult to determine which category the service facility belongs to They areoften divided into:

 The small restaurant is a restaurant with a size of fewer than 50 seats

 The medium restaurant is a restaurant with a size from over 50 seats to

150 seats

 The large restaurant is a restaurant with a size of more than 150 seats

 Classified by service quality:

While service quality is a qualitative factor, the quality of service is oftenheavily influenced by the subjective assessments of customers Therefore, thisindicator is just relative

 The affordable restaurant is a restaurant with modest quality, averageprice, and limited service types

 The standard restaurant is a restaurant with a quality meeting certainstandards, types of services, eating and drinking products are relatively

diverse, priced higher than average restaurants, focusing on the averagenumber of customers.

 The luxury restaurant is a type of restaurant with high quality,diversified and diversified types of services, high prices to meet high-class customers in society This type of restaurant is often found inhigh-end hotels or resorts

 Classified by form of service

The chosen restaurant is a type of restaurant with a very diverse menuwith many dishes and drinks suitable for the choice of customers, and theservice staff is often relatively skilled

 A Cap-rate restaurant is a type of restaurant that serves pre-orderedmeals Prices and predetermined menus, services are usually groupsand groups

 The self-service restaurant is a type of restaurant where customers canchoose hot and cold dishes and drinks with fixed prices for all types ofcustomers

 The coffee shop with food service is one that serves coffee, snacks,quick-service, and usually ready-made food

 Fast food restaurant is a type of restaurant serving the needs of fastfood according to industrial habits, popular in shopping centers and bigditties, similar to coffee shops serving food

 Banquet restaurant is a restaurant serving various types of parties such

as summation conferences, weddings, parties, etc

 Classified by association

Depending on where the affiliated restaurant operates, we will classifythem into restaurants in hotels, restaurants in shopping malls, chainrestaurants… with individual restaurants

 Classified by form of ownership

This is a form of classification that is rarely seen in our country It ismainly for investors, restaurant business expertise used to classify into privatestate joint venture joint-stock etc.

2.2.3 Features of restaurant in the resort

The restaurant in the resort is a business division serving the needs ofeating and drinking at the hotel, serving mainly: tourists, conference guests,guests staying at the hotel, serving weddings and birthday, party There aretwo sorts of restaurant business products: products manufactured in-house bythe restaurant and alcohol, mineral water, and other items were sold

The restaurant in resort serves guests from 6 Am to 24 hours daily, ‘with aservice area 24/24h

At the restaurant in the resort, manual workers are mainly but withprofessional qualifications and skills, especially the processing department.The revenue of the restaurant depends on the dining needs of customers, ofeach meal, so the revenue is not uniform but there is a difference over themonths

2.2.4 The role of restaurant in the resort

Firstly, the resort's restaurant is an essential component Without therestaurant, it is difficult to run a seamless, complete, and efficient operation.Next, expanding friendly relations and cooperation, tighten solidarity betweennations and peoples in all parts of the country and around the world Besides,meeting the dining needs of customers at the resort In addition, creatingopportunities to learn about the culture, community life, and find new friendsand creating jobs for employees, create a unique mark for the hotel, attractand satisfy the culinary needs of visitors Finally, Generate revenue thatcontributes to the total monthly revenue for the resort

2.2.5 Function of the restaurant in the Resort

The main function of the restaurant in the resort is to trade food andbeverages and serve the dining needs of customers at the hotel, resort This is

an activity that has an indispensable role in the resort business, ensuringoptimal satisfaction of today's urgent needs of tourists, which is not only “eatwell - dress warmly” but “eat well - dress well”.

In addition, a number of restaurants are also responsible for dining forstaff at the resort and provide additional services such as organizing banquets,buffet for seminars, party organization at the request of guests, etc

2.3 Food and Beverage Department

2.3.1 Introduction to the Food and Beverage Department

Food and Beverage Service Department is part of the service-orientedhospitality sector It can be a part of a large hotel or tourism business and itcan also be run as an independent business It renders the services of preparedfood items, beverages in a hospitable way to the customers as per theirdemand

The significant feature of this department is that, it is the second highestrevenue generating department next to the front office The importantfunctions include the design and development of menus, pricing, portioncontrol, wastage control, customer staff relations and staff training Thisdepartment comprises of two main operational areas:

Bar (Service of Beverage): Bar is a place where drinks are served There

is usually a small snacks menu too The service is fast and quick There arevarious kinds of bars ranging from formal bars to club bars, pubs, pool bars,wine bars, cocktail bars, beach bar to juice bars and many more

Restaurant (Dining services): Restaurants are places where food & drink

is served

2.3.2 Duties of the Food and Beverage Department in the resort

 Greeting customers and answer their questions about menu items andspecials

 Taking food or drink orders from customers

 Relaying customers’ orders to other kitchen staff

 Preparing food and drink orders, such as sandwiches, salads, and coffee

 Serving food and drinks to customers at a counter, at a stand, or in ahotel room

 Cleaning assigned work areas, dining tables, or serving counters

 Replenishing and stock service stations, cabinets, and tables

 Setting tables or prepare food trays for new customers

 Accepting payments and balance receipts

2.3.3 Part under the Food and Beverage Department

Restaurants: is the place to provide meals during the day for guests

staying at hotels or resorts, visitors serving guests the dining needs ofmeeting guests, participating in conferences and seminars; organizing varioustypes of parties at the request of customers (birthday party, proposal party ).Restaurant revenue compared to other outlets in division F&B is often adifference, changing according to demand and each time of the year

Lobby bar: is a bar usually available in the lobby area of 3 - 5 star hotels,

or resorts; serving guests welcome drink dishes while waiting for check-inprocedures; serving guests with delicious cups of coffee or fine cocktails atany time of the day Some hotels and resorts also have Happy Hours, HighTea programs to attract visitors

Room service: is catering services at guests’ accommodation on request.

With hotels with 4 star or resorts standards and above, Room service usuallyoperates 24/24 Depending on the regulations of each hotel and resort, Roomservice will operate independently or directly under the restaurant

Banquet: is a division that provides meeting, event planning services

with a variety of parties required by customers Banquet activities bring agreat source of revenue for Division F&B

Executive Lounge: usually with hotels of 4- 5 star standard or resorts,

there will be Executive Lounge - special service areas are only for guestsstaying at the hotel (mainly VIP) Here, guests are also served food and drinkwith a limited quantity than the restaurant, but with a higher quality ofattentive service and a higher level of professionalism

Kitchen: kitchen staff will be in charge of processing all the dishes

served throughout the hotel or resort , ensuring food hygiene and safetystandards, creating new dishes with local cultural characteristics, creating a

‘brand for the hotel or resort to attract customers

In addition, depending on the actual size and demand that the hotel will haveother F&B parts: Club, Rooftop bar

2.3.4 Requirements for the Food and Beverage staff

Being a part of the service industry, the F&B staff needs to have thefollowing qualities and competencies The staff members are required threemain factors:

Working style and attitude: Professional working style is a necessary

condition for the progress and success of each person In restaurants, hotels,for new employees, they will pay much attention to training service staff inworking style and attitude to be suitable for the workplace But in general, allservice staff must comply with the rules such as: neat, clean working clothes;neat head of hair; the working style is agile, dynamic but equally charming;work on time; according to the general rules of a service staff

Communicating skills: are always considered a key factor in all jobs And

for a service staff, that skill is even more important because they are the oneswho directly communicate with customers Good communication skills helpthe service staff to make customers happy with the restaurant and therestaurant's products

Solving problem skills: With the working environment in a restaurant,

everyday contact with many different people, with different personalities, so it

is inevitable to face difficult customers,complaints about the restaurantproducts, anger or possibly even complaints Therefore, the restaurant staffneeds to calmly resolve and put the interests of the customer first There areclever ways to both convince customers and not affect the restaurant If thereare difficult situations to solve, the restaurant staff can consult the manager,superiors etc.

In addition, There are also other requirements such as:

 Equiping themselves with basic etiquettes and mannerism

 Understanding their respective roles and responsibilities in the hotel

 Wearing a clean and neat uniform with the same accessories andfootwear

 Possessing the ability to tackle tricky situations

 Having a good interpersonal skills

 Conducting themselves with professionalism, a positive attitude, and cooperative nature

 Knowing about local tourism, service at the organization and outside

 Being good at communication skills

2.4 Quality of service of Food & Beverage department in Resort

2.4.1 Definition of quality of service

Service is often seen as the result of the relationships between employees,customers, and the facilities of an organization from a system point of view.Quality of service quality is a nebulous concept that is difficult to define It is

a subjective and relative category Customers make the following statementsabout quality based on the characteristics and the service itself:

“Perception” concept of service quality: It is a method of evaluating a

service product based on its looks Because of the intangible nature of theservice, consumers frequently rely on their senses to assess the product's

quality rather than using the service to assess the personality's quality Theservice provider's physical appearance.

“Corporeity” concept of service quality: it is the features of service

products that allow customers to see, touch

"Experience”concept of service quality: it is quality that customers can

only evaluate after use as well as have certain experience

"Trust" concept of service quality: it is the product quality that buyers

judge based on the service provider's prestige and reputation The morereputable a company is, the more people trust the company’s service

In short: service quality is determined by comparing the level of expectation

to the level of customer satisfaction in a customer cumulative assessmentprocess

2.4.2 The factors affecting the quality of the food and beverage service 2.4.2.1 The staff

This is a critical characteristic that distinguishes the product from othertypical commodity products in terms of quality and service A resort withwell- invested technical and modern amenities that lacks skilled employeesdoes not promote guest happiness, and the hotel's service quality is consideredpoor The hotel management team and the personnel are evaluated for thequality of the workforce

 Quality management team:

All staff of the service team may be mislead during the process ofsupplying products and services, so the management' influence is necessarybehind all of their actions If the proper moment and the correct approach areused, good results will be achieved; otherwise, the firm may suffer As aresult, the management team must possess the professional qualifications,leadership abilities, communication skills, and prestige among lower-levelemployees

Service staff:

The workers who directly supply products and services to customers areknown as service personnel In a resort environment that necessitatesprofessional service, the quality of the staff is assessed using the followingcriteria:

Age, appearance, foreign language skills, professional qualification, ability tocommunicate, ethical qualities, the relationship between guests and staff andbetween employees

2.4.2.2 Facilities

In today's restaurant industry, the technical facilities of the restaurant are

an essential component The quantity and amount of technical facilities in arestaurant are determined by the restaurant’s kind, capacity, and rating.Restaurants that are huge and luxurious, for example, have fully developedtechnical facilities As a result, the dining room can be used to serve guests, arange of forms, a large number of customers, and a range of cuisines Smalland medium-sized restaurants typically cater to a small number of patrons As

a result, the restaurant’s technical facilities are designed to fulfill the demands

of guests rather than the demands of consumers The restaurant has lovelysurroundings near major thoroughfares, the city center, sea, and the officeswill take advantage of the large number of possible consumers Because arestaurant with attractive terrain will draw many guests not only to enjoywonderful food but also to enjoy the beauty and landscape of the restaurant,the location of the restaurant is the basis for determining the capacity to servecustomers As a result, the restaurant is in a good position, and the technicalfacilities are suitable

Restaurants will be able to operate more efficiently because to the

harmonic balance of terrain and technical facilities

The customer's demand for the eatery is great Customers expect to have their requirements met to a high standard Because the hotel’s facilities enable

it to meet these high demands to the best of its ability, the value of a unit of capacity is always high

The restaurant's technical facilities have been in operation for a long time, and the level of intangible and tangible wear and tear on equipment and

machinery is high As a result, the initial investment must be thoroughly evaluated in terms of architecture to ensure long-term suitability without the need for multiple renovations and upgrades

Environmental elements can also refer to any and all aspects that influence thecustomer's perception and evaluation of service quality, such as sound,

temperature, light, cleanliness, and so on

2.4.2.3 The quality of food and beverage

The quality of food and beverage directly affects customer’s perception

of service quality The customer will assess the quality of the resort's productbased on the quality of the product Every human touch must be met with astandard product There are, however, a number of elements that influence thecustomer's opinion of the product:

Food and beverage presentation: The appearance of any product is always a

strength in attracting customers' attention As a result, the end product’sadornment is crucial Restaurants favor white plates for colorful foods andglasses for cocktails, as can be seen

The taste of the dish: A good meal must not only be visually appealing, but

also have a distinct aroma and elements that work together harmoniously Thedish's ingredients: All recipes desire to have a fantastic taste, so the

components must be the freshest and most carefully chosen Mostimportantly, all of the ingredients must be examined regularly to verify theirnutritional quality and freshness.

CHAPTER 3: CASE DESCRIPTION 3.1 Overview of Vinpearl Resort & Spa

3.1.1 General Information of Vinpearl Resort & Spa

Name of company: Vinpearl Resort & Spa

Address: 23 Truong Sa Street, Hoa Hai Ward, Ngu Hanh Son District, DaNang

Vinpearl Resort & Spa, which was inspired by the development of a star resort complex, began construction at the end of October 2015 and wasfinished at the end of 2016 The Vinpearl Resort & Spa is more than a simpleproject It not only provides investors with the option to acquire luxury villas,but it also serves as a high-end tourist destination.

The villas of Vinpearl Resort & Spa Da Nang are distinguished by theirindividuality and sophistication The interiors are all designed in a sumptuous,refined neoclassical manner Vinpearl Resort & Spa Danang owns all 122villas with sea or lake views, ranging in size from 345.6 to 732.1 m2, with 2-4bedrooms This resort's villas, in particular, all feature private pools and aresurrounded by soothing water The soothing flows of water around the villas

at Vinpearl Resort & Spa Danang has further added to the romance of thescene

Vinpearl Resort & Spa Danang with a system of restaurants and barsincluding: Triton restaurant 1, 2, 3 serving buffets; The Triton Bar andMonsoon Lounge Bar offer drinks and snacks, providing guests with adelightful dining experience

Triton 1, 2, 3: The restaurant serves an international buffet menu withunique Asian - European cuisine options, but each restaurant has a differentstyle Triton 1, 2, 3: Each restaurant has a unique decor and delivers aninternational buffet menu with unique Asian-European food alternatives.Triton Restaurant 1 offers a pleasant atmosphere or a large open-air area.Triton restaurant 2 is a magnificent and comfortable room with a panoramicview of the villas and pool Diners at Triton Restaurant 3 may also take in apanoramic view of the swimming pool and high-end houses with lavish andspectacular architecture

Triton bar: a diverse menu of aromatic teas, delicious coffees, attractivedrinks or cakes and snacks for you to choose from

Moonsoon lounge: Serving cocktails and snacks

In addition, it has additional services such as laundry, swimming pool,tennis court, gym, spa, kid's club, souvenir shop, the organization of wedding,meetings & events, etc.

3.1.2 The organizational structure of Vinpearl Resort & Spa

Diagram 1: Organization Structure of Vinpearl Resort & Spa

(Source: Internal Vinpearl Resort & Spa)

The General Director, as shown in the diagram above, is the head of theresort and will be responsible for all business activities of the resort before allstaff in the resort and before the law The deputy director is in charge of

General Manager

The Deputy

Administrative

Director

The Deputy Sales Director

Entertainment Department

Maintenance Staff

HR Officer

Security Staff

Maintenance

Department

Housekeeping Department

Marketing Department

Spa Department

Marketing staff

F&B Department

Restaurant

Reception Department

Receptionist

Food production

(Chef)

coordinating with the director in the development of regulations andrecommended plans for his departments and have the task of regularlyinspecting, urging and directing the departments to perform well the assignedtasks And departments like reception, housekeeping, food & beverage, sales

& marketing, maintenance, human resources, accounting, spa and so on work

to meet the income goals set by superiors The departments support oneanother in their efforts to help the resort meet its revenue and target goals

3.2 An overview of the food and beverage department

3.2.1 The organizational structure of the food and beverage department

(Source: Internal Vinpearl Resort & Spa)

Employees in each department is in constant communication and supportone another

Waiters are organized to work in shifts with three shifts main:

Morning shift from 6:00 to 14:00

Afternoon shift from 14:00 to 23:00

Manager

Bar, Lounge Manager

Executive chef

Steward Hostess

Restaurant Manager