Enhancing quality service in azuma japanese restaurant at lakeside hotel

Azuma Japanese restaurant at Lakeside hotelPROJECT FINAL REPORT Enhancing quality service in Azuma Japanese restaurant at Lakeside hotel Names of group : Group 11 Name of student : Doa

Azuma Japanese restaurant at Lakeside hotel

PROJECT FINAL REPORT

Enhancing quality service in Azuma Japanese restaurant at Lakeside hotel

Names of group : Group 11

Name of student : Doan Thu Huyen

Dinh Thi Lieu

Nguyen Thi Diu

Le Thi Thu Huong

University year : 3 th

University tutor Mrs Duong Thi Hong Nhung Representative of hotel Restaurant manager

Mr Tran Hoang Anh

Furthermore, we would also like to convey our gratitude to Mr Tran Hoang Anh for giving

us the opportunity to intern at Azuma Japanese restaurant and all colleagues at Azuma Japaneserestaurant We are not only were guided by their experience, knowledge but also their kinds andtime and we are very grateful for their cooperation during my internship

Last but not least, our warmest thanks again to all who helped us to finish the projectreport

The pictures used on the documents:

restaurant

Chapter 1: Overview about Azuma Japanese Restaurant

1.1: Introduction:

- Star rating:

- Address: 23 Ngoc Khanh street, Ba Dinh district, Hanoi – Vietnam

1.2: Formation and development:

- Azuma Japanese restaurant at Lakeside Hotel is owned by Kim Ngoc Company Limited and headed by Tung Shing Group This is the only restaurant in the hotel until now after experiencingthe process of construction and development The Japanese restaurant at the LakeSide Hotel was formerly a restaurant specializing in buffet breakfast after reconstruction named Sakura Borrow the brand name of the famous restaurant chain of Sakura Hong Ming Group After establishing Chef Hemi, a famous Japanese chef and chefs serving Sushi, Teppan, Washoku, Yakiniku, and headed by Sekine director There are also waiters, bar staff all Japanese About three years after its establishment and development, Hemi and its director Sekine and the chefs returned home, the restaurant returned the Sakura brand name to Sakura Hong Ming Group Then, in 2011took the name Azuma Japanese restaurant so far Over the course of operation, the restaurant has repeatedly invited Indian and European directors to manage but did not see the effect, eventually invited Vietnamese people to be directors so that they could understand clearly about the

restaurant and its staff to develop the restaurant And until now, the head of the restaurant

management is Mr Tran Hoang Anh

1.3:Restaurant diagram, restaurant space and equipment in the restaurant

1.3.1: Restaurant diagram

(Picture 1)

1.3.2: Restaurant space

- The restaurant has 3 main areas: Outside restaurant area, bar and kitchen area

- Outside restaurant area including: lake view, road side view, teppan counter, Vip rooms, kidsroom for children

- Lake view area: the guests sitting here can enjoy the whole view of Giang Vo Lake

- Street view area: customers sitting here can enjoy the view of the street outside

- Teppan counter area: The guests sitting here can directly see the chef of the restaurant perform special and interesting dishes

- Vip rooms: this area is for customers who want to have a private space, quiet just enjoy the food people can talk and talk to each other

- Kidsroom: This is a room for families with young children when they come to eat at a

restaurant The children will be in the room and free to play

(Picture 2)

1.3.3 Equipments in the restaurant

- Two-way air conditioner

- POS machine chooses food

- Ipad order

- Oven mitts

- Wine cabinets

- Refrigerator for drinks

- Cream cabinets

- Types of cabinets for necessary items of the restaurant

- Fans in VIP rooms

- Clothes hanger for customers

- Tables and chairs are arranged in a restaurant

-Baby chairs

1.4: The role and function of Azuma restaurant for Lakeside hotel: 1.4.1 The role Azuma Japanese restaurant - Azuma Japanese Restaurant brings Japanese cuisine art style in harmony with tradition and modernity It offers diners an attractive menu with Sashimi, Sushi, Washoku, Yakiniku, Teppan in the restaurant's modern and elegant atmosphere With a diverse menu of over 200 dishes all in the menu, the set menu for lunch and dinner is sure to meet all the culinary desires of diner - Azuma's dishes are Japanese food style very professional The chefs of the restaurant use only the freshest seafood, imported meat and the highest quality spices In addition, Azuma Restaurant also offers a variety of Wines, Sake, Sochu, Wisky, and special drinks to help diners fully enjoy the fresh taste of the dish 1.4.2 The function of Azuma Japanese restaurant - Azuma Restaurant is located in the catering business, which is one of the fields generating big revenue for the LakeSide hotel Azuma Japanese restaurant takes care of the reception, serving daily meals and parties large and small - Azuma Japanese Restaurant serves all customers wishing to use food service at the restaurant The majority of customers using the service at the restaurant are: * Vietnamese guests accounting for: 40% * Japanese customers : 20%

* Korean customers : 8%

* European customers : 2%

* The rest are other guests : 30%

- The average number of visitors per day ranges from 120 to 140 guests - Turnover from the restaurant on an average week of $ 16,100, per month would be about $ 64,000 Complete and exceed the target of $ 10,000 compared to the required level - When coming to Azuma, the price for one person will range from 500,000 VND to 1,000,000 VND - The favorite service: The favorite type of service at the restaurant is the VIP room, which is served on each item, until dessert -There are 3 main types of service at the restaurant - Alacarte menu with favorite dishes such as Sashimi, Salmon Sashimi, Seafood Salat, California Sushi, Salmon Sushi, Salted Japanese Beans, Soba Noodles, Udon Noodles,

- Lunch menu with dishes such as Eel Rice,

- BBQ menu.

Besides:

- Types of wine: Sake, Sochu, Wisky,

- There is also ice cream and fruit for desert

Chapter2: Reality in processing sevice in Azuma japanese restaurant

2.1: The resources impacts of the restaurant

2.1.a: Capital

- Azuma Restaurant belonging to Lake Side Hotel is Kim Ngoc Joint Venture Company,

established under the amended Investment Certificate No 524 / GCNDDC3 / 01/1 issued by the City People's Committee Hanoi issued on 8/2/1993 Of the total charter capital of USD

6,804,000, besides Savina contributing 15.2%, the remaining shareholder of Kim Ngoc is Ha Viet Tung Shing Co., Ltd - a company of Tung Shing Group (TungShing Group), owned by them Hong Kong owners

- TungShing Group is one of the first foreign investors in Vietnam Right from the 90s of last century, the group has implemented many real estate projects in Hanoi, including some famous projects such as Golden Westlake apartment and high-class villas with 365 apartments and 16 villas near West Lake, Tung Shing Square office building (No 2 Ngo Quyen), Hanoi Hotel (Giang Vo, Ba Dinh), Hanoi Lakeside Hotel (23 Ngoc Khanh, Ba Dinh) In addition, the Group also acquired the Halong Pearl Hotel (Ha Long, Quang Ninh)

- In particular, Hanoi Lakeside Hotel at 23 Ngoc Khanh, Hanoi is a combination of TungShing Group and Savina through a project legal entity, Kim Ngoc Limited Company

- As of December 31, 2018, Savina recorded the original cost of the investment in Kim Ngoc as VND 15.34 billion and the provision for this investment was over VND 9.1 billion Thereby, Savina's investment in Kim Ngoc has not brought satisfactory results

2.1.b: facilities

a Technical facilities of Azuma restaurant- Lake side hotel

-All equipment in the restaurant are modern and streamlined The floor is placed with bonsai, cherry blossom cabinets placed in different positions in the restaurant, creating an elegant and airy space

•Space:

- The restaurant has 3 main areas: Outside restaurant area, bar and kitchen area

+ Outside restaurant area including: lake side view, road side view, teppan counter, VIP rooms, kidsroom…

+ Lake view area: customers sitting here can enjoy the whole view of Giang Vo Lake, eating and watching the lake is very romantic and romantic

+ Road view area: the guests sitting and eating here can enjoy the street view by the sparkling and fanciful street lights

+ Teppan counter area: Customers who sit and eat here directly see the chef of the restaurant perform special and interesting dishes.

- Vips room: this area is for customers who want a private space, quiet just enjoy the food people can talk and talk to each other

- Kidsroom: This is a room for families with young children who want a private space The children will be in this room and free to play, while parents will sit outside to enjoy private meals

- The restaurant can accommodate more than 200 guests, this is the ideal place to organize luxurious parties and enjoy the taste of Asian cuisine The equipment of the restaurant is full and luxurious, the chair part is made of glossy wood to make guests feel comfortable

- Besides, the restaurant needs to replace some equipment such as menus, napkins, table mats,

to enhance the level of customer satisfaction, thereby reducing the quality under the evaluation

of guests

-Due to the limited restaurant space, sometimes the number of customers coming to the

restaurant is too crowded will not meet the requirements of the position of the customer seat (For example, customer A wants to sit at the lake view but all the tables are fully booked and viceversa for street view and VIP rooms as well.)

- The kitchen part of the hotel restaurant is set up neatly and tidy and the food processing tools are guaranteed food hygiene conditions In general, the kitchen department is well equipped withfacilities, ensuring the requirements of guests

+ Organizational chart of Azuma restaurant:

b Comment: Through the diagram, we see from the restaurant manager to the kitchen, table, bar and staff department in a closed process All of the employees' work is closely supervised, which also explains why the restaurant's business is less prone to errors due to timely intervention and handling of the situation from the restaurant manager for restaurant situations.

c Functions and tasks of each department in the restaurant:

* Function: Receiving and serving customers with quality food and drinks to create business efficiency

* Mission:

-Desk division: + Responsible for serving guests to eat and drink in regular meals and large and small parties on time, in a timely manner, exactly, in accordance with the rules and movements prescribed

+ Learn and master the requirements of the guests, working closely with the kitchen department

to meet all the requirements of the guests

+ Create an attractive environment for guests to enjoy food and drinks through setting,

decorating the dining room, dining table, lighting equipment control, temperature and

communication style

+ Regularly collect information from customers, strictly report to the leaders and related

departments to improve service quality

+ Regularly exchanging professional knowledge, foreign languages, consciously helping each other to improve productivity and quality of work

- Bar division: + Responsible for preparing drinks for guests to ensure quality and hygiene.+ Report menu change situation for tables

- Kitchen section: + Carry out food processing to ensure quality and hygiene

+ Maintain good hygiene and food safety and environmental sanitation

+ Always check food before processing

+ Need to improve skills and processing techniques

=>> These three departments are closely related to improve business efficiency and quality for businesses

- Management Department: is the largest department in the restaurant, with the function of managing the staff and receiving customer orders

- Cashier: Have a payment function for guests

2.1.c: Human resources

-Labor structure and staff qualifications in Azuma Restaurant- Lake Side Hotel

-Due to the human resources have a great impact in the process of business and restaurant workers, mainly creating services, so to better understand the staff in the restaurant Based on the following data table, we can review the status of labor qualifications at the restaurant as follows:

T

University Junior college Vocational training Quanti

ty age (%) Percent Quanti ty Percentage( %) Quanti ty Percentage( %)

+ Through the table of labor structure in the restaurant, evenly distributed among the

departments, but there are many different advantages Specifically, workers with university degrees account for 170%, intermediate workers account for 40% and professional workers account for 290% From the above-mentioned data, it is said that the restaurant's disadvantages about the staff, the staff at the table and bar department are not from the major, so the quality of service does not depend on the professional nature High courses but only based on the

experience of each official training staff are few, so the restaurant must create conditions for employees to improve their skills in theory as well as practice and exchange more about

qualifications foreign Language With the current level of staff, sometimes employees are

confused in dealing with situations With a staff of university level of 170%, we can show the advantages of a restaurant, with a staff with a university degree, the restaurant will have good marketing programs and attract customers quickly resolve the requirements of the guests.

2.2: 5 standards decide quality of service

the first sight/the

employees take care

7: The employee deal

with your complaint o

2.2.a: reliability

Based on our study, the reliability is the ability to provide service as committed and reliably, it also includes the consistency and stability that the company must provide from the very

beginning

For customers, the service commitment includes 3 obvious parts:

-The commitments from the organization: the organizations give the commitments to customers through advertisement and marketing, through mails and contract of company, in the insurance packages and policies that are widely publicized Customers also can make the organizations commit for what they believe is “standard” in business

-the general expectations: The customers always give the basic expectations before using service-The personal commitments: the commitment will be performed when the providers “directly” tell to customers

Beside definding the commitment, the businesses have to:

-Managing the commitments: to make the expectations of customers become suitable to what thecompany will do and can do for them

-Changing the commitments when the situation is running out of ability

In reality of running the Azuma Japanese restaurant, through the short introduction, it makes the cusine style and professional skills of the restaurant The management department and the employees has been performing rather well in providing the service, all the members in the restaurant are completing and enhancing their professional skills to bring the best service to customer But when looking in the limitations, can see: