2.8 Recent business performance of Parkview 73 restaurant
2.8.1 Programs applied at Parkview restaurant in the past 73
2.8.2 Parkview restaurant's revenue in the past 79
2.9 Target customer market of Parkview 84 restaurant
2.10 Future development orientation of Parkview 85 restaurant
2.11 Current status of service process at Parkview 88 restaurant
2.11.1 Preparation before guests arrive at the restaurant 88
2.11.2 Serving when guests arrive and use Buffet - A la carte at restaurant 99
2.11.3 Service after guests finish their meal at restaurant 103
2.12 Evaluation of the current status of service process at Parkview 105 restaurant
2.13 Run the function – survey table 108
2.13.1 Research model and research hypothesis on service process 108
2.13.2 Analysis method 108
2.13.3 Data collection method 109
2.13.4 Results of reliability testing of scale 111
2.13.5 Results of factor analysis 112
2.13.6 Linear regression analysis results 114
CHAPTER 3: SOLUTIONS TO IMPROVE SERVICE PROCESS AT PARKVIEW RESTAURANT OF NEW WORLD SAIGON HOTEL 117
3.1 Solutions to improve service process at Parkview restaurant of New World Saigon Hotel in the coming time 117
3.1.1 Human resource development 117
3.1.2 Developing capital for restaurants 120
3.1.3 Development of new products and services 121
3.1.4 Completing technical facilities 124
3.1.5 Building a system to check and monitor service quality 125
3.2 Recommendation 126
3.2.1 Recommendations to the government 126
3.2.2 Recommendations to the school 127
3.2.3 Recommendations to New World Saigon Hotel 127
3.2.4 Recommendations to Parkview restaurant of New World Saigon Hotel
................................................................ ................................................................ ..........................128
CONCLUSION 130
REFERENCES 133
Vietnamese References 133
English Reference 133
State administrative documents 134
References from the Internet system 134
Original documents of New World Saigon Hotel 134
APPENDIX 136
APPENDIX A: SOME PICTURES OF NEW WORLD SAIGON HOTEL AND PARKVIEW RESTAURANT 136
APPENDIX B: SAMPLE SURVEY FORM AT PARKVIEW RESTAURANT 145
APPENDIX C: APPENDIX FORM FOR RUNNING MODELS AND ANALYZING DATA IN SPSS 149 FUNCTION
LIST OF SYMBOLS AND ABBREVIATIONS
ST
T
Symbols, abbreviations | Meaning | |
1 | % | Percent |
2 | / | Division sign in Excel |
3 | * | Multiplication Sign in Excel |
4 | & | And |
5 | BP | Part |
6 | CC | Certificate |
7 | CL | Casual labor – temporary worker |
8 | CL full time | Seasonal staff at Parkview restaurant are responsible for as a full-time employee |
9 | Club | Club |
10 | CL Banquet | Seasonal staff in banquet department |
11 | CP | Expense |
12 | CT | Programme |
13 | F&B | Food and Beverage |
14 | DT | Revenue. |
15 | University | Operation |
16 | Director | Manager |
17 | GS | Monitor |
18 | KD | Business |
19 | LN | Profit |
20 | M 2 : | Square meter |
21 | NH | Restaurant |
22 | NWSH | New World Saigon Hotel |
23 | NV | Staff |
24 | QL | Manage |
25 | Food Safety Management | Food safety management |
Maybe you are interested!
-
Review of service quality of Vung Tau - Con Dao tour at ATZ Travel Company - 2 -
Target Customer Market of Parkview Restaurant -
Quality Management Step by Step in the Aviation Service Supply Process: -
Current situation and solutions to improve the efficiency of food service business at the Restaurant of Song Hong Thu Do Joint Stock Company in Vinh Yen city, Vinh Phuc province - 2 -
Garage Service Resolution Process (For Unauthorized Garages).
26
TT-TT | Marketing Communications Manager | |
27 | SBCo. | Saigon Bakery Company |
28 | SL | Quantity |
29 | STT | Numerical order |
30 | SVQ | Number of revolutions |
31 | Ho Chi Minh City | Ho Chi Minh City |
32 | TT | Density |
33 | USD | United States Dollar (United States currency) |
34 | VND | Vietnamese Dong (currency of Vietnam) |
35 | Cutlery | Stainless steel knives, spoons and forks |
36 | Pantry | Kitchen cabinet area, containing necessary items |
37 | Placemat | Placemats on the dining table |
38 | Service tray | Serving tray |
39 | Breakfast tray | Contains at least 30 small cutlery sets ready for the morning shift |
40 | Station | Work area |
LIST OF TABLES, CHARTS, IMAGES, GRAPHS
1. List of tables
STT
Table name used | Page | |
2.1 | Overview of room types at New World Hotel Saigon Hotel | 41 |
2.2 | Service time and buffet price list at Parkview restaurant | 61 |
2.3 | Gender structure of labor at Parkview restaurant | 69 |
2.4 | Labor structure by professional level at Parkview restaurant | 70 |
2.5 | Promotion applies at Parkview restaurant from March to July 2017 | 75 |
2.6 | Business situation of New World Saigon Hotel over 3 years years (2015-2017). | 79 |
2.7 | Compare business situation in Q2/2016 and Q2/2017 at home Parkview Row | 81 |
2.8 | Professional image standards at Parkview restaurant | 90 |
2.9 | Elements used in the model | 110 |
2.10 | Survey sample statistics | 110 |
2.11 | Cronbach's Alpha test of scales | 111 |
2.12 | Exploratory factor analysis | 113 |
2.13 | Regression model results table | 114 |
2. List of diagrams
STT
The name of the diagram used | Page | |
1.1 | Restaurant service process | 31 |
1.2 | Factors affecting service process | 32 |
2.1 | Management structure of the Food and Beverage department of New World Saigon Hotel Hotel. | 59 |
2.2 | The relationship between Parkview restaurant and other departments in the New World Saigon Hotel | 67 |
2.3 | Organizational chart of personnel and departments in the restaurant | 73 |
Parkview | ||
2.4 | Service process research model | 108 |
3. List of images
STT
Image name used | Page | |
2.1 | New World Saigon Hotel Logo | 39 |
2.2 | New World Saigon Hotel staff chart 2017 | 51 |
2.3 | Parkview Restaurant | 60 |
2.4 | Old uniform of the waiter at Parkview restaurant | 89 |
2.5 | New uniforms for wait staff at Parkview restaurant | 89 |
2.6 | Location map of areas and table arrangements in Parkview restaurant | 95 |
2.7 | Saigon Bakery Company (SBCo.) | 96 |
INTRODUCTION
1. Reason for research
With the rapid development of the economy as well as the progress of Science and Technology, people's lives are improved. At the same time, update the trend of life: Experience life by traveling. Not to mention the young, even the elderly also grasp the need to enjoy life while they can. Indeed, today - when people's material life is increasingly prosperous, travel has become a basic, essential need. People can travel around the world when they have a lot of money, go to a few countries when they have less money and even just leave their place of residence a very short distance in a relatively short period of time is enough to satisfy their own needs. It can be seen that when life is prosperous like that, the need for enjoyment of each person also increases, so the quality of service in the service industry in general and the hotel industry in particular must be increasingly improved and enhanced to meet all the needs of customers or in other words, to create revenue and profit for the hotel.
Understanding the requirements to satisfy basic needs: eating, sleeping, living... comfortable life and intimate atmosphere, "feeling the family atmosphere" are the requirements that hotel and restaurant businesses must go ahead and the level of meeting these requirements becomes a factor to evaluate the success and reputation of any accommodation business. That is why today, high-end accommodation businesses include culinary business activities, both diversifying their "products", increasing revenue, and being one of the most effective marketing factors.
Going into the personal issue that the author wants to talk about, in order to have good service quality in a hotel, the basic needs of customers, which is the food and beverage service of the restaurant department, are indispensable. It can be seen that the secondary business product of a hotel after room service, is the restaurant business. Although not the main business sector, the food and beverage business still plays an important role in the entire business activities of the hotel, it is one of the main factors that increase the level of customer satisfaction when coming to the hotel. Therefore, maintaining and further improving the restaurant service process from facilities, equipment to attitude
Service, professional qualifications of staff in the restaurant department is one of the very important jobs, it is the decisive factor to create the image of the hotel in the minds of customers.
Restaurant - an important part, an almost indispensable part of a large hotel, resort, tourist area, ... Along with accommodation, entertainment, relaxation, health care services, ... the restaurant in each hotel plays an important role in perfecting the service products, bringing satisfaction to visitors when coming to the hotel. Aware of the importance of the restaurant in the business of serving tourists, New World Saigon Hotel has constantly strived, improved and enhanced the service quality of Parkview restaurant to bring visitors not only a vacation, stay, but also meals, meaningful culinary enjoyment with relatives, family and friends, contributing to the perfection of the tour, enjoying the services, special products and services at New World Saigon Hotel.
However, in addition to the quality of the dishes, there are still many other factors that determine the satisfaction of diners when enjoying food at the restaurant. One of the most important factors is the service of the restaurant, or more specifically, of each employee during the process of diners arriving, dining and leaving the restaurant. A dish may not really suit the taste of tourists from another region, but professional and attentive service will make diners feel close, erase some of the geographical distance as well as increase satisfaction for diners. Thereby creating a good impression on diners so that they have a favorable view of the restaurant, that is the great success of the collective, because customers are the lifeblood of every business.
And more importantly, the hotel environment is also attracting more and more attention from everyone, especially young people today. A dynamic environment, with knowledge updated every day. In accordance with the major he is studying, along with his passion and orientation towards the culinary field in the hotel, that motivated the author to decide to choose the topic for his graduation thesis: "Evaluation of the service process at Parkview restaurant of New World Saigon Hotel