Operational Process of Food & Beverage Service in Wyndham Sanya Bay

Abstract

This internship report is for the Bachelor of Tourism and Hospitality Management degree at Daffodil International University. This report is written after doing the internship in Wyndham Sanya Bay, specifically in the Food and Beverage (F&B) Service Department, where worked as a waiter. The main purpose of the report is to analyze the F&B service operation and how they enhance guest satisfaction in a hotel environment. Chapter one provides an introduction and background of the study, the objective of the internship, the methodology in preparing the report, the sources of data, and limitations. In this report, only secondary data has used, which was collected from hotel manuals, SOPs, training materials, official documents, textbooks, and relevant academic journals. Chapter two, company overview, is a detailed overview of the Wyndham Sanya Bay, including the background of the organization, vision and mission, and general framework of operation. Another issue discussed in this chapter is the management structure and the administrative hierarchy of the hotel, including the most important roles and responsibilities in the company. Moreover, it introduces the Food and Beverage Department and describes its roles, service points, and importance to the service quality and satisfaction of the guests in Wyndham Sanya Bay. Chapter three discussion and analysis on the operational process of the Food and Beverage service department in Wyndham Sanya Bay, where the focus is on pre-shift preparation, guest handling procedures, post-service, and event management. It portrays how proper preparation, service, and follow-up activities are significant in maintaining the smooth operation of activities and ensuring a positive dining experience for the guest. In chapter four, the findings, recommendations, and conclusions of the report are given. According to the findings, professional and skilled staff, effective teamwork, the ability to work under pressure, and high standards in terms of cleanliness and safety were the key strengths of the F&B department. Some weaknesses were, however, identified to be a lack of fast service during peak hours, language barriers, cultural differences, and a shortage of staff. Recommendations of the findings would include further training of the staff, more international staff, and communication skills to address the language barrier. Lastly, the report concludes the study by summarizing the study and mentioning the relevance of effective F&B service to the satisfaction of the guests. It also reflects the things I have learned throughout the internship and how these leads into my development as a professional working in the industry of Food and Beverage service.