INTERNSHIP REPORT IN FOOD AND BEVERAGE DEPARTMENT

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION INTERNSHIP REPORT IN FOOD AND BEVERAGE DEPARTMENT Supervisor name Mrs Vo Thi Nga Student name LE NGU[.]

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION INTERNSHIP REPORT IN FOOD AND BEVERAGE DEPARTMENT Supervisor name: Mrs Vo Thi Nga Student name: LE NGUYEN THAO QUYEN Student ID: 721H0215 Class: 21H70501 Major: HOSPITALITY MANAGEMENT Academic year: 2021-2022 Ho Chi Minh city, August 2022 Đính kèm: Bắt buộc - Giấy giới thiệu Khoa cấp – scan - Xác nhận thực tập KS (Có mộc trịn DN) - Phiếu đánh giá – Internship Evaluation form (Có mộc trịn DN) - Nhật kí thực tập (Bảng Scan – tuần nộp kí lần) (Có mộc trịn DN) Khơng bắt buộc - Đánh giá Thực Tập KS (nếu KS có mẫu riêng) - Chứng nhận thực tập KS (Bảng Scan nộp sau) ACKNOWLEDGEMENT (size chữ 14) Sinh viên cảm ơn tập thể, cá nhân hỗ trợ sinh viên chương trình thực tập (size chữ 13) TABLE OF CONTENT (size 14) CHAPTER 1: INTERNSHIP PLACEMENT PROFILE (SIZE 14) 1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION (size13) 5 1.1.1 Overview of Saigontourist Group: 1.1.2 Affiliation of location to the hotel: 1.2 HISTORY AND DEVELOPMENT 1.3 HOTEL AND OUTLETS DESCRIPTION 1.3.1 Brief department description: 1.3.2 Service introduction in food and beverage outlet: 1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION CHAPTER INTERNSHIP PROCEDURE (size 14) 2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS 11 12 13 13 2.1.1 Food and beverage department’s organizational chart: 13 2.1.2 Role and duty in detail: 13 2.2 SCHEDULE & DUTIES 13 2.3 AVANTAGES AND DISAVANTAGES 13 2.4 LEARNING OUTCOMES 13 CHAPTER RECOMMENDATIONS (size 14) 15 3.1 RECOMMENDATIONS TO THE HOTEL 15 3.2 RECOMMENDATIONS TO UNIVERSITY 15 CHAPTER 1: INTERNSHIP PLACEMENT PROFILE (SIZE 14) 1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION (size13) - Khách sạn thực tập thuộc chuỗi Khách sạn tập đoàn Miêu tả ngắn gọn chuỗi Khách sạn tập đồn - Khách sạn tọa lạc đâu? Đánh giá cá nhân giá trị vị trí mang lại cho Khách sạn Grand Saigon is a hotel under the Saigontourist Holding Company (Saigontourist Group), one of the oldest hotels in Ho Chi Minh City built in 1930 - located in the city center and near the Saigon River Hotel’s name: Hotel Grand Saigon Address: Dong Khoi Street, District 1, Ho Chi Minh City Phone number: (84-28) 3915.5555 Fax (84-28) 3827.3047 E-mail: info@hotelgrandsaigon.com Website: https://www.hotelgrandsaigon.com/vi/ Logo: 1.1.1 Overview of Saigontourist Group: 1.1.1.a Development history Saigontourist Holding Company is established on March 30, 1999 The corporation was established including many member units, but which took the Ho City Tourism Company Chi Minh as the core 1975: City Tourism Company (Saigontourist) was established under the decision of the Military Administration of Saigon Gia Dinh (now the People's Committee of Ho Chi Minh City) This is the city's first tourism company with 236 officers and employees managing a number of hotels and tourism business, providing ships 1979: Saigontourist directly signed and served customers in the international market 1989: Established a primary school of tourism and hotel training specializing in tourism services for companies and cities HCM 1991: A series of hotels under Saigontourist were upgraded and put into operation, reaching 3-4 star international standards 1999: Scale up to Saigontourist Holding Company, called Saigontourist for short 2017: Announcement of the 5-star hotel management process standard Saigontourist version five 2019: Saigontourist Holding Company changed its English name to Saigontourist Group This is one of the leading enterprises in the field of service - tourism, with positive contributions to the development of the national tourism industry Specific service-tourism business models include accommodation, restaurants, travel, entertainment, commerce, import and export, duty-free shops, transportation, construction, and professional training in tourism, restaurant - hotel With a team of staff - employees of the whole system of over 17,000 people and modern facilities, Saigontourist annually welcomes and serves over million visitors, total annual revenue about $900 million As of September 2019, Saigontourist owns 50 4-5 star hotels with 7,550 bedrooms in provinces and cities with tourism potential and advantages, with famous hotel brands In Ho Chi Minh City, hotels under the Saigontourist system include Caravelle Saigon, New World, Rex, Majestic, Grand Saigon, Continental, De Nhat, Kim Do, Dong Khanh, Thien Hong, Liberty Central Some hotels and resorts in the provinces such as: Majestic Mong Cai Hotel (Quang Ninh) Saigon - Ba Be Resort (Bac Kan) Saigon - Ban Gioc Resort (Cao Bang) Hotel Saigon - Phu Tho (Phu Tho) Saigon Kim Lien Hotel, Saigon KimLien Resort (Nghe An) Hotel Saigon - Morin - Hue (Hue) Saigontourane Hotel (Da Nang) The hotel/resort is managed by Saigontourist according to the standard "Set of Processes for 5-star hotel management according to Saigontourist standards" For travel activities, Saigontourist Travel Service Company Management Corporation is the largest and most prestigious travel enterprise in Vietnam today In 2019, Saigontourist Travel has 25 branch offices across the country Besides, Saigontourist also owns units operating in the fields of entertainment, sports and training such as Dam Sen Cultural Park, Vam Sat Eco-tourism Area, Hoa Viet Company (Thu Duc Golf) , Saigon Exhibition and Convention Center (SECC), Saigontourist Cable Television Co., Ltd., Saigontourist Hotel and Tourism College and bingo clubs 1.1.1.b Vision – Mission – Core values: Vision: Leading travel brand in Vietnam Mission: Bringing experiences and happiness to customers, partners, employees, owners and the community through tourism products and services Core values: Integrity - Collaboration - Creativity – Hospitality 1.1.2 Affiliation of location to the hotel: Grand Saigon has a very convenient geographical location, located right in the city center at Dong Khoi, District The hotel is located at the end of Dong Khoi Street, from the restaurant located on the top floor of the hotel, we You can see the long winding river embracing the busy city and easily access to important bridges such as Thu Thiem, Ong Lanh, and Calmette bridges Near the hotel are most of the commercial banks such as Vietcombank, Vietinbank, Notably, the area around Dong Khoi Street in District 1, with fashion stores, art galleries, and many souvenir shops, it still preserves many works of French architectural style such as Notre Dame Cathedral, Saigon Municipal Opera House and Saigon Central Post Office It is impossible not to mention the busy pedestrian street Nguyen Hue, where visitors only take a few minutes to walk will easily access the youthful, bustling, friendly people of Vietnam because this seems to be a among young people's favorite places for street culture The location of the hotel can be considered as the intersection of all cultures in terms of food and other forms of entertainment Tan Son Nhat International Airport 8km Independence Palace 2km Ben Thanh Market 1km Saigon River 100m Saigon Municipal Opera House 500m Saigon Central Post Office 800m However, within a radius of km back to Grand Saigon, there are 5-star hotels located close to each other, which also lead to certain competition such as The Caravelle Saigon, Majestic, Continental, Sheraton, Rex 1.2 HISTORY AND DEVELOPMENT - Trình bày ngắn gọn cột mốc quan trọng trình phát triển Khách sạn On October 24, 1924, Henry Chavigny de Lachevrotière established the Grand Hôtel Saigon (Société du Grand Hôtel de Saigon) and opened a small refreshment shop at the corner of Catinat and Vannier streets (now Dong Khoi and Ngo Duc Ke streets), Saigon In 1929, Grand-Hôtel Saigon was started construction with 68 rooms at rue Catinat (now Dong Khoi Street), close to a small hotel of the same name, Grand Hôtel de la Rotonde Grand Hôtel Saigon was inaugurated and put into operation in 1930, with de Lachevrotière as its first director However, just two years later, in 1932, the hotel was sold to Patrice Luciani Before that, in 1928, Luciani bought the most luxurious hotel in Saigon - Saïgon Palace Hotel at 82-98 Charner Avenue (now Nguyen Hue Street) After acquiring the Grand-Hôtel, Luciani closed the Saigon Palace Hotel and renamed the Grand-Hôtel to Saigon Palace During Luciani's reign, the hotel grew to become one of the most successful hotels in the 1930s Saigon, was nominated as a "first-class choice" of hotels The hotel's restaurant, terrace cafe has become famous for its night concerts and large spacious halls that always meet the requirements of large parties and meetings of local organizations In 1939, the hotel changed hands again when it was sold to Antoine Giorgetti, a half French During Giorgetti's time, due to the negative effects of the war, the hotel mainly operated as a rental of luxury apartments After 1954, the hotel continued to operate under the French owners In 1958, the hotel had a Vietnamese name, Saigon Dai Lu Quan and existed until 1975 After 1975, the hotel was nationalized by the Vietnamese government and renamed the Dong Khoi hotel 1978: Opening more Palace Hotel at 16 Ngo Duc Ke, District 1989: Restaurant 08 Dong Khoi merged with Palace Hotel at 16 Ngo Duc Ke, forming Dong Khoi Hotel 1995 - 1998: Grand Hotel renovated and refurbished 1998 - 2003: Grand Saigon hotel was reopened with sophisticated and modern equipment, comfort and reliable service By the end of 2011, Grand Hotel Saigon became a five-star hotel with 233 guest rooms combining new and antique styles By 2012, Hotel Grand Saigon completed the repair and construction of the Luxury Wing area, bringing the total number of rooms up to 251 Besides, the Ancient Wing area, the old part of the hotel, still retains the French architecture and interior from the 1930s On April 22, 2015, Grand Saigon was officially recognized as one of the leading 5-star hotels in Vietnam Currently, Grand Saigon is one of the five-star, famous, splendid and oldest hotels in Saigon 1.3 HOTEL AND OUTLETS DESCRIPTION - Miêu tả ngắn gọn phận khách sạn thực tập - Giới thiệu sản phẩm dịch vụ outlet thực tập 1.3.1 Brief department description: Department Duty Executive management - Responsible for the management and operation of the entire hotel operation, ensuring the effectiveness committed to the investor or the group - Being the person who makes all final decisions on Personel - General Manager - Deputy General Manager Financial – Accounting Human Resource strategy, orientation, future development plans - All arising issues of an unexpected and serious nature must be approved by the Board of Directors Record financial transactions - Chief accountant Prepare periodic reports on - Account payable performance achieved - Receivable accountant - General cashier - Store keeper - Cashier - Help select staff for the - Human resource manager hotel - Human resource executive - Manage the selection of staff for the hotel - Make the hotel work Sale – Marketing - Bring accommodation and other services to the market through marketing activities and sales strategies - Approach potential customers, convert them into loyal customers and then take care and exploit them over time - Director of Sales & Marketing - Sales TA - Sales corporation - Sales online - Sales FB/Event/Banquet - Marketing staffs Front Office Acting as a bridge between customers and the hotel/hotel service - Reservation - Receptionist - Operator - Concierge - Bellman - Guest relation officer - Tour desk - Front office manager - Front office supervisor - Make a good impression for customers about the hotel - Acting as a bridge between departments in the hotel - Being an effective department to help advise and give suggestions on hotel situation, needs and tastes of customers Housekeeping - Bring the main source of revenue for the hotel - Responsible for ensuring the customer's rest process according to the hotel's standards - Work closely with the front desk department Food and beverage Restaurant - Executive housekeeper - Housekeeping supervisor - Order taker - Room attentdant - Uniform & linen attentdant - Gardener - Unicare - Florist - Butler - FB manager - Restaurant captain - Shift supervisor - Provide food-related - Bartender services to customers - Waiter/Waitress - Create a good experience - Hostess for customers when using - Cashier - Busser Bring revenue to the hotel food service at the hotel Banquet/Event - Work closely with other departments in the hotel - Organizing events, conferences, weddings Kitchen - Banquet captain - Banquet Supervisor - Event Staffs - Casual (CL) - Provide delicious food to - Executive chef (Europe/Asia) diners - Ensuring the quality of dishes served to diners, ensuring food hygiene and safety - Sous chef - Pastry chef - Kitchen staffs - Stewarding - Inventory management in the kitchen Security - Ensure safety for customers and property - Ensure hotel security in the best way - Control of people - Chief Security - Security Staffs entering and exiting the hotel - Parking lot controllation Engineering - Ensure that machinery, technical systems and equipment in the hotel operate well - Electrical engineer - Plumber - Carpenter - Painter - AC Engineering - Make sure the hotel is always in good working order 1.3.2 Service introduction in food and beverage outlet: Bar des Amis: - Location: 1st floor - Opening hours: 07:00 - 21:00, weekdays - Fares for non-staying retail customers: 150.000++/time/child; 210.000++/time/adult - Outdoor swimming pool with classic and luxurious architecture, with airy and green space of a miniature garden It will provide an oasis of refreshment and relaxation for your stay The pool depth ranges from 1.5m - 2.2m, you can immerse yourself in the cool blue water in the summer Besides, the swimming pool is fully equipped with sunbeds, large towels, and spacious and clean bathrooms and toilets The hotel ensures that guests' time here is completely worth it because we understand that guests will need to replenish their energy after swimming, so the staff is always ready to serve dishes from Europe to Asia with an endless menu reasonably and quickly Not only dishes but here, dear customers can also order different types of water and sip with relatives and friends in a classic, warm and relaxing atmosphere Saigon Palace Restaurant: - Location: 2nd floor - Business hours: Monday to Friday: 06:00 – 09:30 Saturday and Sunday: 06:00 - 10:00 - Fares for non-staying retail guests: - Saigon Palace restaurant specializes in serving breakfast buffet, in a warm and luxurious space, diverse dishes with many different flavors are prepared in European and Asian styles - Every morning, the restaurant serves a main dish, pho, with a side dish that changes every day to enhance the diverse experience of customers - Extremely diverse dishes, including: + European food stalls + Asian food stalls + Water counter: fruit juice, coffee, tea, milk + Bread stall + Dessert counter: + Kitchen counter with chef serving water and egg dishes + The bar has a bartender serving cappuccino, latte, espresso, americano Rooftop Grand Lounge: - Location: 20 floor - Opening hours: 06:00 - 24:00 - Rooftop Grand Lounge is located on the 20th floor, where you can feel the beauty of the city from above as if you want to embrace the whole city with the picturesque Saigon River, enjoy the food together Breakfast is prepared according to the characteristics of the region of Vietnam, or lunch and dinner in the style of Eurasian cuisine in a warm and luxurious space Rooftop Grand Lounge is the ideal place for you to meet, meet and relax together Filipino band with nightly performance from 20:30 to 22:30 will contribute to creating excitement for Rooftop Grand Lounge and relaxing moments for you - Menu form: A la-carte - Price: Sky Lounge: - Location: 20 floor - Opening hours: 06:00 - 22:00 Breakfast served: 06:00 - 10:00 Afternoon tea party: 15:00 - 17:00 Cocktail party: 18:00 – 22:00 - Complimentary service for guests staying in Luxury Suite or Grand Executive Suite - Enjoy the city view from above and enjoy tea, coffee, wines and other drinks - Other facilities: Complimentary wireless internet access, free use of laptops at Sky Lounge Check-out time until 3pm (Subject to room availability) Complimentary meeting room for up to 10 guests within hour (Subject to room availability) Lavender meeting room 1, 2, 3, - Location: 3rd, 4th floor - Capacity: 20 - 100 guests - With the variety of meeting room types as well as the area of each room, each meeting room you can book according to different needs Best of all, guests can enjoy food service or afternoon tea when booking a meeting room Grand Hall: Location: 4th floor: - Capacity: 300 guests - With an extremely large room size and a large number of tables and chairs, this is definitely an ideal place to hold a wedding party for a grand and memorable engagement ceremony We are committed to equipment such as projectors, speakers, and luxurious chandeliers that will give customers an experience worthy of what you spend - Cost of booking a wedding table: Chavigny Hall: - Location: 12th floor - Capacity: 100 guests 1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION - Vẽ sơ đồ tổ chức khách sạn & giải thích rõ chức phận CHAPTER INTERNSHIP PROCEDURE (size 14) 2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS 2.1.1 Food and beverage department’s organizational chart: Waitress/Waiter (4 staffs, interns) Shift Supervisor (Bar des Amis and Saigon Palace) Mr Bui Van Chung Cashier (2 staffs) Bartender/Barista (3 staffs) Busser (optional) Food and beverage manager Mr Doan Banquet captain Banquet supervisor Restaurant captain (Rooftop Grand Lounge and Sky Lounge) Mr Nguyen Ngoc Dinh Shift supervisor Mr Nguyen Gia Huynh Mrs Nguyen Thi Yen Linh Banquet staffs/Casual (3 staffs, interns) Waitress/Waiter (10 staffs, interns) Bartender (2 staffs) 2.1.2 Role and duty in detail: Trần Minh Tùng, Đào Hàng Hải - Basic requirements: ✦ For management level employees: Must have the qualities of a leader Proficient in the process and nature of work of all his subordinates Decisive, flexible, skilled in handling unexpected situations Able to inspire fire and passion for employees ✦ For restaurant staffs: Mastering the working process: welcoming guests, taking orders, making dishes, equipping with specialized knowledge, ensuring neatness, Have understanding and patience with customers Good support colleagues - Food and beverage manager: ▪ Responsible for effectively supporting the Board of Directors on work items ▪ ▪ ▪ ▪ ▪ ▪ ▪ Assign and organize personnel according to management level Supervising the work to bring the best quality of service Responsible for the restaurant's finances, budget, and revenue for the month and year Coordinate with the kitchen department to regularly update and build menus Coordinate employee work Proposing to reward, sanction or hire more employees When there is a problem with a customer, everything must be passed through the management to be handled ▪ Coordinate with other departments - Shift Supervisor: ▪ Arrange work schedule: assign and divide shifts for employees ▪ Open work handover meetings ▪ Resolve arising problems: employee requests, customer complaints Respond promptly to necessary information for customers ▪ Supervising management activities ▪ Responsible for organizing dinner tables, arranging service staff when receiving information from the department manager ▪ Coordinate with departments: check service equipment, comply with restaurant - hotel regulations ▪ Statistics of information and data: recording problems and data of the shift ▪ Report to superiors on daily operations of the restaurant - Cashier (Cashiers will be full-time employees, without internships, so the information given is for reference only): ▪ Collect cash or credit payments ▪ Change issues, receipts, refunds or tickets ▪ Count the money in the cash drawer at the beginning and end of the shift to ensure that the amount is correct and that there are enough change ▪ Responsible for reconciliation of invoices with the finance department - Waitress/Waiter: ▪ Consult and take orders for customers about food and drinks ▪ Serve food and drinks ▪ Clear tables when guests leave ▪ Keep the restaurant clean and well-ventilated ▪ Other duties as assigned by superiors or management - Hostess: ▪ Control the number of guests in and out of the Saigon Palace ▪ Ensure high professionalism and friendliness ▪ Answer all phone calls to the restaurant according to the standards of ▪ Report any special requests to the manager in charge ▪ Notify any guest complaints or comments to management 2.2 SCHEDULE & DUTIES - Ca làm việc - Các cơng việc hướng dẫn phân cơng thực phận, Vd: Dọn phòng, Turndown service, Vệ sinh khu vực công cộng, dọn bàn, set-up bàn tiệc…… - Sinh viên thêm hình ảnh minh hoạ cho công việc: set up bàn, xếp khăn, làm phịng… Bởi thời gian qua quản lý phận ẩm thực xếp em làm việc nhà hàng Saigon Palace giám sát trưởng ca Bùi Văn Chung nên thông tin em mô tả ca làm công việc bên nơi 2.2.1 Shifts: Khá ch sạ n chia m ca để vậ n hà nh mỗ i ngà y đố i vớ i nhữ ng phậ n dịch vụ , cụ thể ca từ 06:00 – 14:00, ca từ 14:00 – 22:00, ca từ 22:00 – 06:00 ngà y hô m sau; thờ i gian m việc củ a phậ n hà nh c Tuy nhiên, nhữ ng hơ m có ch đặ t tiệc tạ i nhà hà ng lầ u nà o thờ i gian m việc thay đổ i tù y theo trưở ng ca sắ p xếp, nhâ n viên nử a ca nà y nử a ca để đả m bả o họ vẫ n m đủ tiếng mỗ i ngà y Nhà hà ng Saigon Palace nhà hà ng dà nh cho buffet sá ng nên nhâ n viên có m ca 1, hơ m nà o ch đặ t tiệc tố i trưở ng ca xếp nhâ n viên thự c tậ p để có phụ c vụ m ca 2, cò n đố i vớ i Bar des Amis có ca Ca đố i vớ i nhà hà ng có nhâ n viên thứ c chuẩ n bị mộ t số cô ng cụ dụ ng cụ , chịu trá ch nhiệm sắ p xếp quầ y buffet, nướ c uố ng cho ngà y hô m sau Mỗ i ngà y nhà hà ng Saigon Palace có trưở ng ca, nhâ n viên thứ c, pha chế, 6-7 thự c tậ p Ca ca đố i vớ i Bar des Amis có nhâ n viên thứ c thự c tậ p đố i vớ i mỗ i ca 2.2.2 Tổ chức hoạt động nhà hàng Saigon Palace: 2.2.2.a Ngà y m việc bình thườ ng củ a buffet sá ng khơ ng có tiệc: Mỗ i ngà y trưở ng ca phâ n chia cô ng việc cho nhâ n viên bả ng bú t lô ng bao gồ m: ngườ i dọ n dẹp, ngườ i set up dụ ng cụ ă n uố ng, ngườ i care buffet, ngườ i mờ i trà cà phê sá ng cho ch, ngườ i đứ ng sau bếp dọ n dẹp CCDC dơ Tấ t nhâ n viên m việc vai trò nà o cũ ng phả i niềm nở chà o hỏ i ch đá p ứ ng nhu cầ u ch đưa trình sử dụ ng dịch vụ tạ i nhà hà ng Cá c bướ c thự c cô ng việc củ a ngườ i dọ n dẹp: - Đặ t ghế o bà n theo đú ng mép, khô ng đẩ y ghế sá t o bà n thể tinh thầ n sẵ n sà ng phụ c vụ ch (nếu ch rờ i bà n khơ ng cị n dù ng bữ a nữ a) - Đặ t mâ m lên bà n (nếu ch đi), dụ ng cụ có kích thướ c lớ n dướ i, nhỏ trên; dao, nĩa, muỗ ng đặ t bên phả i mâ m; ly, tá ch đặ t bên trá i mâ m tay trá i tay bưng mâ m chính, tay phả i dù ng để mang đồ dơ nên đặ t vậ y hạ n chế đổ vỡ thao tá c - Lau sạ ch vụ n đồ ă n bà n, đặ t lạ i muố i, tiêu, tă m đú ng chỗ cũ - Gom khă n ă n dơ bà n ❖ Lưu ý: Ngườ i dọ n dẹp thườ ng xuyên lạ i để dọ n đồ dơ bà n nên phả i nhớ mặ t ch ngồ i bà n nà o để trá nh trườ ng hợ p ch lấ y thêm đồ ă n quầ y chưa dù ng bữ a xong khơ ng đượ c mang dao, nĩa củ a ch Cá c bướ c thự c cô ng việc củ a ngườ i set up bà n: - Lau lạ i bà n vớ i dung dịch chuyên dụ ng khă n trắ ng (đả m bả o khô ng dơ đen trướ c mặ t ch) - Xịt dung dịch lau mặ t tấ m placemat - Đặ t khă n ă n giữ a, nĩa bên trá i, dao bên phả i (lưỡ i dao hướ ng o trong) - Đặ t dĩa ló t tá ch tá ch bên trá i tấ m placemat, quai tá ch muỗ ng cà phê đặ t song song nhau, cù ng hướ ng 4g - Sau ch dù ng buffet nhâ n viên fill thêm hũ muố i, tiêu Cá c cô ng việc thự c củ a ngườ i care buffet - Đả m bả o dụ ng cụ gắ p thứ c ă n, mặ t quầ y, tay cầ m warmer sạ ch - Luô n fill thứ c ă n quầ y buffet đủ cho ch dù ng - Giả i đá p thắ c mắ c cá c mó n ă n ch hỏ i - Fill chén, dĩa tủ quầ y để đả m bả o ch l n có đồ dù ng đầ y đủ tiện lợ i lấ y - Sau thờ i gian buffet sá ng (từ 09:35 đố i vớ i thứ - thứ 6; từ 10:05 đố i vớ i thứ 7- chủ nhậ t) + Nhâ n viên đẩ y xe dụ ng cụ gắ p, mộ t số đồ sà nh sứ thuộ c sở hữ u củ a nhà hà ng để đem rử a Thứ c ă n nồ i cò n dư bếp phụ trá ch mang + Fill ngũ cố c, ố ng hú t, mứ t, sữ a đặ c o cont đự ng rồ i trữ tủ lạ nh để chuẩ n bị cho ngà y hô m sau + Fill thêm khă n giấ y lên quầ y buffet Cô ng việc thự c củ a ngườ i mờ i trà cà phê sá ng: - Hỏ i ch “Would you like tea or coffee sir/mam” - Ró t nướ c cao ⅔ tá ch - Nếu ch khô ng muố n dù ng trà cà phê ú p tá ch lạ i để nhâ n viên c hiểu ý khô ng m phiền ch Cô ng việc thự c củ a busser: - Dọ n chén, dĩa có thứ c ă n thừ a sắ p xếp ngắ n lên xe để mang xuố ng bếp rử a - Thu dọ n xe đự ng khă n dơ mang trả đú ng khu vự c Tấ t nhâ n viên hoà n nh nhiệm vụ sau buffet sá ng lau chén, dĩa, tá ch, dĩa ló t tá ch, dĩa ló t chén, dụ ng cụ ă n uố ng xếp khă n ă n cho ngà y hô m sau Mộ t số kiểu khă n xếp: 2.2.2.b Ngà y m việc củ a buffet sá ng có tiệc trưa: Đố i vớ i tiệc trưa hoặ c tố i mà nhâ n viên phả i phụ c vụ theo từ ng bà n Trưở ng ca vẫ n phâ n chia cô ng việc đầ u mọ i ngà y, trưở ng ca chia thêm cô ng việc củ a tiệc cho nhâ n viên phụ trá ch Cô ng việc phụ trá ch tiệc: - Chuẩ n bị mộ t số thứ sau + Đủ số lượ ng dĩa ló t chén, chén, thố (nếu hơ m menu có mó n sú p hoặ c cà -ri) + Muỗ ng sứ , đũ a, ly uố ng nướ c ngọ t, khă n ă n + Hoa đặ t bà n, menu + Nướ c tương, giấ m (nếu hơ m có sú p), mắ m chua ngọ t (nếu có gỏ i), cắ t t, tiêu + Mâ m để đặ t dụ ng cụ share đồ ă n cho ch - Đặ t đồ chuẩ n bị lên bà n set up trướ c Thườ ng tiệc trưa diễn 08:30 bắ t đầ u set up đồ bà n ch ă n buffet sá ng thưa t Lưu ý: tuỳ thuộ c o mó n ă n menu đạ o củ a trưở ng ca nhâ n viên chuẩ n bị chén dĩa cho phù hợ p vớ i từ ng kiểu tiệc c Đố i vớ i tiệc buffet tố i (mứ c độ thườ ng xuyên: ít) Dụ ng cụ ă n uố ng khă n đượ c set up buổ i sá ng, nhiên, nhâ n viên thay tá ch bằ ng ly uố ng nướ c ngọ t Trưở ng ca đặ t dâ y giớ i hạ n khu vự c dù ng bữ a củ a ch Nhiệm vụ củ a nhâ n viên dọ n đồ dơ bà n, khô ng cầ n set up lạ i thườ ng xuyên mờ i nướ c cho ch thấ y ly nướ c sắ p hết Mộ t số hình ả nh liên quan 2.2.2.c Room service: Hình thứ c phụ c vụ ẩ m thự c tạ i phò ng diễn o buổ i tố i nhiều, buố i sá ng hầ u hết ch ă n sá ng tạ i Saigon Palace Đâ y nhiệm vụ thườ ng xuyên củ a nhâ n viên thứ c, thứ c ă n đượ c giữ ng bằ ng nắ p đậ y đẩ y xe đến tậ n phò ng ch Quy trình phụ c vụ tạ i phị ng: - Đầ u tiên, nhâ n viên nhậ n order qua điện thoạ i, ghi lạ i mó n ă n số phò ng - Nhâ n viên chuyển order cho cashier bấ m má y để in hoá đơn chuẩ n bị đồ đậ y, xe đẩ y - Sau chuẩ n bị nướ c số t hoặ c gia vị kèm theo cá c mó n ă n - Chuẩ n bị đú ng dụ ng cụ ă n uố ng cho phù hợ p vớ i mó n  u/Á - Tiếp theo, nhâ n viên room service kiểm tra thô ng tin hó a đơn lấ y thứ c ă n mà nhà bếp chế biến để đem lên cho ch - Nhâ n viên đến phò ng, gõ cử a thô ng bá o c danh để xin phép phụ c vụ mó n - Giớ i thiệu tên mó n mà ch order, xá c nhậ n thơ ng tin hố đơn đưa ch kí Cuố i cù ng c ch dù ng bữ a ngon miệng 2.3 ADVANTAGES AND DISADVANTAGES - Những khó khăn thuận lợi trình thực tập outlet 2.3.1 Advantages: - Được va chạm với thực tế, hiểu điều khác biệt việc học lý thuyết trường thực hành vào công việc Rút kinh nghiệm sâu sắc việc giao tiếp với khách hàng Học cách kiên nhẫn trau dồi tỉ mỉ để cơng việc chu trước mặt khách Học thêm nhiều nghiệp vụ khác nhau: rót bia, rót rượu, bưng mâm, xếp khăn, set up dụng cụ ăn uống Có thêm mối quan hệ với nhiều anh chị ngành Môi trường làm việc chuyên nghiệp, dùng Tiếng anh giao tiếp nhiều với người nước xứ Được hỗ trợ bữa ăn ca làm, giữ xe miễn phí 2.3.2 Disadvantages: - Vì kinh nghiệm lý thuyết thực tập sinh cịn nên phạm vi cơng việc giao, dẫn hạn chế - Lần thực tập nên linh hoạt công việc chưa cao - Thời gian thực tập nhiều, bị ảnh hưởng đến việc học hè, công việc làm thêm bên sinh viên - Em chưa thành thạo số từ tiếng anh chuyên ngành nên khách nói dẫn đến bị bỡ ngỡ phải nhờ đến hỗ trợ anh chị nhân viên nhà hàng 2.4 LEARNING OUTCOMES - - Đối chiếu học so với mục tiêu đề trước bắt đầu thực tập (đạt hay không đạt được, đạt phần trăm, thực tế khác với mục tiêu nào, khơng đạt mục tiêu…) Trình bày học hữu ích thân Trình bày cách khắc phục khó khăn kiến thức, kỹ kinh nghiệm học outlet 2.4.1 Tự đánh giá thân so với mục tiêu đề ra: Trong thời gian tháng, em tích luỹ cho thân kinh nghiệm mà có bước chân vào mơi trường chun nghiệp chúng em đào tạo kĩ Em tự thấy cần rèn luyện nhiều kĩ tư ngành nghề theo đuổi để nâng cao nghiệp vụ Một số mục tiêu trước thực tập em tự đặt để có kỉ luật, có phương hướng thực rõ ràng tâm làm tốt cơng việc có thể: - Tinh thần học hỏi, thái độ làm việc nghiêm túc, giờ: 8/10 Hiểu làm nhuần nhuyễn thao tác nghiệp vụ: 6/10 Biết áp dụng lý thuyết vào thực tế: 7/10 Sáng tạo công việc, giúp cho việc suôn sẻ thuận tiện hơn: 6/10 Giao tiếp tiếng anh với khách xứ cách tự tin, mạch lạc: 6/10 Biết nắm bắt tình xử lý vấn đề xảy ra, kĩ quan sát khách hàng: 6/10 2.4.2 Cách khắc phục khó khăn kinh nghiệm học từ phận: ... Carpenter - Painter - AC Engineering - Make sure the hotel is always in good working order 1.3.2 Service introduction in food and beverage outlet: Bar des Amis: - Location: 1st floor - Opening hours:... Saigontourist Hotel and Tourism College and bingo clubs 1.1.1.b Vision – Mission – Core values: Vision: Leading travel brand in Vietnam Mission: Bringing experiences and happiness to customers,... Security Staffs entering and exiting the hotel - Parking lot controllation Engineering - Ensure that machinery, technical systems and equipment in the hotel operate well - Electrical engineer - Plumber