Navigating Operational Challenges in Food & Beverage Service:

Abstract

This internship report provides a comprehensive analysis of the operational challenges faced by the Food & Beverage (F&B) department at Horizon Resort and Spa Sanya Hainan. The hospitality industry, especially in luxury resorts, relies heavily on delivering high-quality dining experiences to ensure guest satisfaction. However, the F&B department at Horizon Resort faces several\ operational hurdles that impact its efficiency and service quality, particularly in areas such as staffing, supply chain management, and service consistency. The report begins by detailing the origin of the internship report and outlining its primary objectives, which include identifying key operational challenges, evaluating their impact on guest experience, and providing practical recommendations for improvement. A case study methodology is employed, with data collected through direct observation, informal interviews with staff, and guest feedback. The first major challenge identified is staffing. High turnover rates, inconsistent training programs, and difficulties in retaining skilled culinary professionals result in service quality discrepancies, particularly during peak seasons. The resort’s recruitment and retention strategies are examined, with recommendations for improving employee satisfaction and reducingturn over. The second challenge lies in supply chain management. Horizon Resort faces difficulties in sourcing fresh, high-quality ingredients, particularly seafood, due to seasonal fluctuations and supplier reliability issues. The report highlights the resort’s reliance on both local and international suppliers and suggests solutions for building stronger supplier relationships, diversifying the supplier base, and enhancing supply chain resilience through technology. The third operational challenge is maintaining consistent service quality. While the resort has implemented Standard Operating Procedures (SOPs) to ensure uniform service delivery, these procedures are not always followed consistently, especially during periods of high guest volume. The report recommends regular SOP audits, staff rotation programs, and the use of technology to streamline service processes and improve efficiency. Given the resort's diverse international clientele, cultural and language barriers also pose significant challenges. The report emphasizes the need for better language skills among staff and cultural sensitivity training to ensure that guests from different cultural backgrounds feel understood and accommodated