INTERNSHIP REPORT IN HOUSEKEEPING DEPARTMENT

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION INTERNSHIP REPORT IN HOUSEKEEPING DEPARTMENT Supervisor name: Mr Pham Ngoc Bao Duy Student name: Pham Thu Hien Student ID: 720H0310 Class: 20H70501 Major: HOSPITALITY MANAGEMENT Academic year: 2021-2022 Ho Chi Minh city, Aug 2021 ACKNOWLEDGEMENT With great pleasure, I would like to extend my sincere gratitude and thanks to Ton Duc Thang University and Liberty Central Saigon Centre Hotel for the wholeheartedly supports that they gave me A special thanks goes to Mr Nguyen Quoc Loc, Mr Pham Ngoc Bao Duy and other teachers of Faculty of Business Administration in Ton Duc Thang University for helping me in finding a place to working on my internship as well as assisting in the internship and writing report process Next, I am grateful to the leadership of Liberty Central Saigon Centre for the internship opportunity in Housekeeping Department to gain practical working experience in the organization I would also like to extend special thanks to the entire staff for their full co-operation, guidance and support during my internship In this months, they are not only my co-worker but also friends, sisters, brothers that always beside helping and encouraging me Lastly, I wish that everyone in Liberty Central Saigon Centre have lots of health and success in your life Hope to continue cooperation with all of you in the future, Sincerely Ho Chi Minh, 10/08/2022 Pham Thu Hien TABLE OF CONTENT - ACKNOWLEDGEMENT INTRODUCTION CHAPTER 1: INTERNSHIP PLACEMENT PROFILE 1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION 1.1.1 About Que Huong Liberty Joint Stock Company 1.1.2 About Liberty Central Saigon Centre 1.2 HISTORY AND DEVELOPMENT 1.3 HOTEL AND OUTLETS DESCRIPTION 1.3.1 Hotel department description 1.3.2 Products and Services in the internship outlet 1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANAT CHAPTER INTERNSHIP PROCEDURE 2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS 2.2 SCHEDULE & DUTIES 2.3 ADVANTAGES AND DISADVANTAGES 2.3.1 Advantages 2.3.2 Disadvantages 2.4 LEARNING OUTCOMES CHAPTER RECOMMENDATIONS 3.1 RECOMMENDATIONS TO THE HOTEL 3.2 RECOMMENDATIONS TO UNIVERSITY CONCLUSION INTRODUCTION After more than years, the fight between human and Covid-19 finally go to the end This means, it is time for the hospitality department once again, enormously break out And being a hospitality learner that affected by Covid-19, I finally have a chance to continue my study, which had been disturb for a pretty long time To complete university studies, I decided to take an internship last one and a half months in the Housekeeping department in Liberty Central Saigon Centre, in order to understand and get to know more about customer service, skills that need in this fields This will allow me to be prepared for the upcoming corporate challenges by experiencing real time working environment The internship start from 1st June to 18th July, where I have a chance to work as a housekeeper and learn about the hotel organization and operation In this weeks, I have known to a room make up throughout include making the bed, making the bathroom and laundry works Based on those experience, I present the following report with the purpose of showing the outcome and learning that I gained during the internship CHAPTER 1: INTERNSHIP PLACEMENT PROFILE 1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION 1.1.1 About Que Huong Liberty Joint Stock Company Liberty Central Saigon Centre Hotel belongs to Que Huong Liberty Joint Stock Company, which is one of the leading hospitality brands in Vietnam - Address: 62-63 Ham Nghi, Nguyen Thai Binh, District 1, Ho Chi Minh City - Telephone: +84 6295 9234 - Email: admin@libertycorp.com.vn - Website: www.libertycorp.com.vn - Located in the heart of some of the most famous tourist cities in Vietnam, combining modern facilities with international standards and the belief in always providing warm service, Que Huong Liberty Joint Stock Company currently owns and manages 10 standard to – star hotels with a total cover 1500 rooms This is addition to wedding and convention centers - Intending to always improve product and service quality, and being professional and thoughtful in every detail to achieve the satisfaction of customers, Que Huong Liberty Joint Stock Company constantly strives to re-affirm its position as a reputable brand in the hospitality industry and retain the trust of customers VISION: To become a leading hospitality in Vietnam MISSION: + Providing customers with memorable experiences + Bringing added values to the Company’s Shareholders + Building a cooperative working environment and development opportunities for Employees CORE VALUES: + Quality: We constantly strive to improve the quality of each product or service + Professional: We are competence, politeness in serving customers + Thoughtful: We care about every detail and listen to understand our customers' needs + Satisfied: Customer satisfaction is a measure of our service quality - Branches: Figure 1.1 All branches under Que Huong Join Stock Company 1.1.2 About Liberty Central Saigon Centre Figure 1.2 Liberty Central Saigon Centre Logo City Address: 179 Le Thanh Ton Street, Ben Thanh Ward, District 1, Ho Chi Minh - Telephone: +84 28 3823 9269 - Email: frontdesk.lcc@libertyhotels.com.vn - Liberty Central Saigon Centre, located on the well-known Le Thanh Ton street, has a fantastic location in the heart of the city since it is only a block away from Ben Thanh Market In this location, surrounded by the exclusive district's shops, art and entertainment destinations, also allows both leisure and business guests to easily get to many touristic attractions and commercial buildings in the center, such as Takashimaya shopping mall, Nguyen Hue Pedestrian Street, Temple Goddess Mariamma, Independence Palace, and others - Taking residence in the middle of Central District, Ho Chi Minh City’s most vibrant neighborhood, with 140 rooms and suites, Liberty Central Saigon Centre features the ultimate in comfort and makes an ideal base from which to experience the city To accommodate both business and leisure travelers, the hotel offers a wide range of different facilities and services including: a modern Fitness Lounge viewing out to the hotel’s rooftop infinity swimming pool, meeting venues and diverse dining outlets la carte and the spa With an ultimate goal to provide a home-away-from-home for our guests, coupled with our experienced and dedicated team, Liberty Central Saigon Centre is preferred by many guests for our exceptional services and attention to details 1.2 HISTORY AND DEVELOPMENT History - Liberty Central Saigon Centre was found in 02/2010, which was the very first hotel that owned and managed by Que Huong Liberty Joint Stock Company With 12 floor and basement classically designed, Liberty Central Saigon Centre was listed as one of the top 4-stars hotel in Ho Chi Minh city - At first, Liberty Central Saigon Centre was named as Que Huong by Que Huong Liberty Joint Stock Company after being purchased The location was still not changed, 177-179 Le Thanh Ton Street, District 1, Ho Chi Minh City Until 04/2008, Que Huong hotel stopped working and went under construction to expand on the 4-blocks that was purchased in 2007 After the successfully reconstruction, the hotel continued working under a new name, Liberty Central Saigon Centre Achievement - “ Certificate of Excellence 2016” by TripAdvisor in 2016 - “Loved by Guest” award given by “Loved by Guest” Hotels.com in 2020 - TripAdvisor’s Traveler’ Choice Award in 2020 1.3 HOTEL AND OUTLETS DESCRIPTION 1.3.1 Hotel department description - Front Office: The front office is the customer-facing division in a hotel Customer service, sales, and industry specialists who provide advisory services, for example, are all considered as part of a firm's front office activities The functions of the front office generally generate the majority of revenue for a firm - Housekeeping: An operational department at a hotel that is responsible for the cleaning, maintenance, and aesthetic upkeep of rooms, public spaces, back areas, and the surroundings - F&B: The F&B department is often the largest in a hotel and is responsible for the purchase of materials and goods, as well as their storage, retrieval, processing, and serving Serving can take place as part of room service, at hotel bars and restaurants, and in banquet and meeting spaces - Human Resources: The human resource department of a hotel is responsible for anticipating, acquiring, selecting, and developing the hotel's current and future staff needs It also encompasses the employment evaluation, recruiting, selection, and orientation procedures - Sales & Marketing: The Marketing and Sales team is in charge of increasing a hotel's income by establishing revenue-boosting strategies and business plans Profits from business verticals like as hotel occupancy, event spaces, recreational facilities, restaurants, and so on are expected to be generated by the team - Finance-Accounting: The finance department of a hotel is in charge of tracking the costs of running the hotel and ensuring that the income is profitable It's unavoidable that the finance department has numerous tasks that are just financial and have nothing to with hospitality - Engineering: The hotel engineering department is in charge of all hotel maintenance concerns They are in charge of monitoring utility use, ensuring that everything is up to code and in compliance with rules, designing a maintenance program, and maintaining correct records of all regular and preventative maintenance - Security: Throughout, the delicate balance of ensuring security while not interfering with the enjoyment of the guest's stay was maintained Security personnel will patrol the lobby, public areas, and guest room levels, as well as monitor hotel security cameras 1.3.2 Products and Services in the internship outlet Within 20 minutes to the airport, in the heart of the city, Liberty Central Saigon Centre is one of the best choice for both vacation and work Bringing to the guests is 140 gorgeous rooms including various facilities like 24/7 room service, bar, coffee, restaurant that serving both Asia and Europe food-style There is also others amazing feature as pool, steam room, gym, spa & massage All of these things make Liberty Central Saigon Centre becomes one of the most favourite hotel in Saigon Accommodation Liberty Central Saigon Centre contained 140 rooms with different aspects such as room size, view side, layout and furniture Brief description of each room type is listed below - Deluxe Room: Unwind in these sophisticated Deluxe Rooms of ours which feature comfort and convenience at an affordable price This room type is not spacious enough for an extra bed, but the cool & calming tones of our signature beds would provide a tranquil and relaxing stay - Premier Deluxe Room: Available with either a king-size bed or twin beds, Premier Deluxe rooms feature a wealth of modern amenities and thoughtful touch to make guests’ stay memorable Most of these rooms also provide guests with the privilege of observing the lively Saigon right from the windows - Executive Deluxe Room: Designed with a comprehensive set of features and amenities that creates an inviting ambience, our Executive Deluxe rooms would make an ideal accommodation for both leisure and business travelers who are staying in Ho Chi Minh City for a little bit longer Primarily located on the 8th floor and above, guests staying in Executive Deluxe rooms are offered exclusive access to our Executive Lounge and a range of additional benefits & services - Signature Deluxe Room: As the name suggests, our rooms deliver ultra-comfort with a delightful view The main highlight of this room type is their spacious bathroom with bathtub and rain shower that are fabulous for either a quick fresh-up or some lovely, long bubbling Designed for guests to have a home away from home, Signature Deluxe rooms also provide exclusive access to our Executive Lounge and a range of additional benefits & services - Liberty Central Suite Room: Designed with sleek, contemporary furnishing that would allow guests to unwind in their own private, spacious space after a long day of business are responsible for the prompt turnover of the rooms The status of each room is notified on a regular basis from housekeeping to the front desk and vice versa A room status update may now be performed via modern technologies such as hotel software, telephone systems, housekeeping mobile applications, and so on - F&B: Food and beverage serving and related workers are the front line of customer service in restaurants, cafeterias, and other food service establishments Depending on the establishment, they take customers’ food and drink orders and serve food and beverages Most work as part of a team, helping coworkers to improve workflow and customer service The job titles of food and beverage serving and related workers vary with where they work and what they Workers in food and beverage service and associated industries often perform the following: Greet customers and respond to their inquiries regarding menu items and offers Take customer orders for food or beverages Customers' orders should be relayed to other kitchen personnel Prepare orders for food and beverages such as sandwiches, salads, and coffee Accept payments as well as balance receipts Customers might be served food and drinks at a counter, a stand, or in a hotel room Clean assigned work areas, dining tables, or serving counters Replenish and stock service stations, cabinets, and tables Set tables or prepare food trays for new customers -Finance - Accounting: Hotel accounting is seen as a godsend for improved decision making, bringing good fortune to hoteliers when managed properly Aside from that, it entails summarizing, reporting, and assessing the hotel's financial condition for a certain time, which aids in budgeting, forecasting, and future cost planning In general, a Certified Public Accountant (CPA), accountant, or bookkeeper handles accounting processes and prepares financial statements such as the Balance Sheet, Profit & Loss (Income), and Cash Flow, among others 15 And these are the most important components for communicating a hotel's or group of hotels' financial information Hotel accounting also include reconciling bank accounts, simplifying payables and receivables, assessing departmental spending, and preparing reports - Human Resources: Human resource planning is a strategy for acquiring, utilizing, improving, and preserving an organization's human resources Human resource management is the process of assisting employees in acquiring competences and abilities that will assure their usefulness to the company in both current and future organizational situations Any organization's human resource department performs duties such as job analysis, recruiting, selection, orientation, and training The department also confronts other obstacles, such as requiring employees to work excessive hours, obtaining competent personnel, and so on The method of retaining and motivating personnel - Security: Hotels are part of the hospitality sector, and delivering excellent customer service is critical The guest experience is crucial to a hotel's image, and investing in effective security services is critical to making visitors feel comfortable and protected It also shields owners from the expenses and losses that may result from illegal conduct like as theft The total protection of the hotel's facility and grounds, as well as its guests, staff, visitors, and day users, is included in hotel security Some of the most critical issues of hotel security that properly trained personnel can address are listed below -Maintenance: Getting ahead of maintenance needs assures that you won't waste time on unexpected appliance replacements When an appliance fails unexpectedly, your engineer must act fast to keep the visitor satisfied When the remedy requires the replacement of an appliance, your team takes extra time obtaining expenditure permission and documenting the fix, or lack thereof And the guest is charged as well Regular maintenance and reviewing appliance metrics ahead of time helps you to notice any 16 faults promptly and address them before the guest comes! Furthermore, having a preventative maintenance plan in place allows you to a comprehensive inventory of your hotel inventory and record anything that is missing or in need of repair 17 CHAPTER INTERNSHIP PROCEDURE 2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS Floor Supervisor Room Attendant - Executive Manager : An executive housekeeper coordinates the inspection of allocated areas to ensure that standards are fulfilled An executive housekeeper handles several goals and demands while still being able to solve problems, support workers, and execute housekeeping activities as needed Supervises all housekeeping personnel, employs new employees as required, fires employees as needed, and takes disciplinary action when regulations are broken Employees are evaluated in order to be promoted when positions become available Plans the work for the cleaning staff and assigns tasks as needed Assigns regular and unique tasks to the housekeeping personnel Employees are scheduled and extra days off are assigned based on occupancy estimates Maintains a time logbook for all department personnel - Assistant Housekeeper: The actions of the room attendant, house attendant, public area cleaners, and floor supervisors are supervised and coordinated by the Assistant Executive Housekeeper He or she aids in the management and direction of all Housekeeping and laundry duties on a daily basis - Floor Supervisor: The role of Floor Supervisor is an entry-level managerial post A Floor Supervisor is responsible for the overall operation of the shop and aids Store Management 18 with creating sales potential, hiring and developing personnel, maintaining store appearance, controlling expenditures and shortages, and regulating expenses and shortages - Room Attendant: A room attendant is a member of a hotel's cleaning service crew Their responsibilities include cleaning and sterilizing rooms, corridors, stairwells, and public spaces They sanitize bathrooms, clean furniture, wash windows, vacuum flooring, change bed sheets, and replace towels - Public Area Supervisor: Region Supervisors are responsible for ensuring that business activities in their given area function smoothly An Area Supervisor's typical responsibilities include discussing requirements with customers, hiring and training workers, updating records, resolving customer complaints, and doing other activities as assigned by directors - Florist: The major role of a Florist / Floral Designer is to produce new flower décor and lead floral installation for the hotel lobby, guest rooms, restaurants, spa, and other public areas - Public Area Attendant: A Public Area Attendant in charge of keeping all lobbies and public area facilities such as lobby restrooms, telephone area, business center, and the front desk, and portico, lobby lounge in neat and clean conditions and also spreads even to washing windows to cleaning floors and carpets - Secretary: The Housekeeping secretary offers full secretarial assistance to the executive housekeeper and supervises the functioning of the housekeeping office to ensure that all activities are carried out and finished in compliance with the rules, procedures, and standards - Laundry Supervisor: Laundry supervisors at hotels guarantee that bed linens are washed and changed on a regular basis Laundry supervisors are frequently entry-level positions for those with managerial expertise One of the most essential responsibilities of a supervisor is to supervise the activities and performance of other employees - Laundry Attendant: A laundry attendant cleans and dries dirty clothing or linens As a laundry worker, you will collect soiled linens or clothes, sort laundry by color and fabric type, execute stain treatments, and operate laundry machines to wash and dry goods - Linen/ Uniform Attendant: Linen and uniforms are placed in containers for shipment to the laundry Sorts the objects and counts and records the amount of filthy items Examines laundered things for cleanliness and use Sends ripped items to the seamstress for repair 19 2.2 SCHEDULE & DUTIES With the aim of completing all the task perfectly, serving the guests in the best way and making sure that everything achieve the standard, all housekeeping employee need to follow the required process in each shift Morning shift: From AM to 16 PM Afternoon Shift: From 14 PM to 22 PM Starting the work day: All staff must clean up themselves, wear uniforms and appear with a perfect grooming Then the employees will receive their room key, bantry key and worksheet which including the room condition under their responsibility that day Depend on the day, each employee will deal with approximately from 10 to 15 rooms Then, before working, there is a brief meeting between all the workers They will listen to be updated and disseminated information by the Floor Supervisor Special information of the day such as booking rooms, number of check-in rooms, VIP living room so that staff can prepare welcome flowers, rooms for honeymoon, rooms with extra beds and other special information Employees can also share their ideas and debate them with management during this period to ensure that their task is accomplished as efficiently as possible Preparing before working: At the beginning of each workday, the hotel housekeeper will refill their trolley with fresh bath towels, hand towels, mat, washcloths, fitted sheets, flat sheets, pillow cases and any other linen required in each room They will also need to prepare their cleaning tools caddy, vacuum cleaner and amanities that need to be put in guests room Checking room condition Depending on room condition, the order of priority will be decided Suggesting order is request Make Up Room - Booking Room – In House Room – Vacant Dirty Room This order might be changed if unexpected situation happen such as lack of workforce, huge amount of none-resident Cleaning the room - Step 1: Entering the room Checking room number and room condition Checking the present of DND( Do not 20 Figure 1.4.1 Organization Chart of Liberty Central Saigon Centre Hotel - General Manager: The hotel General Manager is ultimately accountable for the functioning of the hotel The competence of a GM to make choices and take action will thus have a significant influence on the operational and strategic success of his or her hotel However, GMs may not always have the independence to make these essential decisions since the hotel's owner and/or hotel management firm may limit this through their own decision-making interventions - Assistant General Manager: The assistant general manager assists the general manager in ensuring that day-to-day business operations run smoothly The assistant manager responsible for creating weekly schedules, order merchandise, and assist the general manager with training, recruiting, promotions and planning Assistant General Manager Responsibilities: Cooperating with the general manager, and assisting with anything from project planning to staff management Nurturing positive working relationships with staff Delegating daily tasks Addressing any issues in a timely fashion Supervising staff and controlling merchandise Ensuring company policies and procedures are followed Setting a good example for staff - Personal Assistant to General Manager: This role is in charge of providing high-level secretarial and administrative assistance to the General Manager, as well as completing tasks and requests as directed The Personal Assistant works with little supervision and skillfully handles private topics Manage the General Manager’s diary to co-ordinate meetings/appointments, and to ensure smooth running of such meetings Personal Assistant to General Manager responsibility Screen/handle telephone calls, appointments, mails and emails and take action accordingly Take meeting Coordinate and communicate with various departments and all levels of staff on matters 13 directed by the General Manager Prepare and manage correspondences with internal and external parties for General Manager’s signature Attend to requests from divisional, corporate or owners offices and facilitate it accordingly Ensure approval forms are prepared for the General Manager for signature and approval of the Vice President, Operations, e.g leave application forms, travel approval forms, expense claims reports, etc Maintain systematic up-to-date filing and tracing systems Maintain and update ‘Manager-On-Duty’ schedule Maintain confidentiality of sensitive matters/issues - Front Office: Reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of the guest account, and the compilation of visitor history records are all traditional Front Office responsibilities The Front Office creates and maintains a comprehensive guest information database, arranges guest services, and assures visitor satisfaction Personal in various departments of the Front Office Department perform these duties The front desk is also regarded as the hotel's public face It is the hotel's nerve center and the initial point of contact for guests All front-office operations and spaces are aimed toward assisting guests with transactions and services - Housekeeping: The hotel's housekeeping crew oversees the cleanliness, upkeep, and aesthetic appeal of all rooms and public areas The housekeeping service not only turnarounds (prepares and cleans guestrooms) on time, but also cleans and maintains everything in the hotel so that it remains as fresh and appealing as the day it first opened its doors for business The effort made by housekeeping to provide a pleasant room for a visitor has a direct impact on the guest's experience in a hotel When compared to other hotel departments, the housekeeping department employs the most people Housekeeping's major communications are with the front desk/reception personnel, since they 14 are responsible for the prompt turnover of the rooms The status of each room is notified on a regular basis from housekeeping to the front desk and vice versa A room status update may now be performed via modern technologies such as hotel software, telephone systems, housekeeping mobile applications, and so on - F&B: Food and beverage serving and related workers are the front line of customer service in restaurants, cafeterias, and other food service establishments Depending on the establishment, they take customers’ food and drink orders and serve food and beverages Most work as part of a team, helping coworkers to improve workflow and customer service The job titles of food and beverage serving and related workers vary with where they work and what they Workers in food and beverage service and associated industries often perform the following: Greet customers and respond to their inquiries regarding menu items and offers Take customer orders for food or beverages Customers' orders should be relayed to other kitchen personnel Prepare orders for food and beverages such as sandwiches, salads, and coffee Accept payments as well as balance receipts Customers might be served food and drinks at a counter, a stand, or in a hotel room Clean assigned work areas, dining tables, or serving counters Replenish and stock service stations, cabinets, and tables Set tables or prepare food trays for new customers -Finance - Accounting: Hotel accounting is seen as a godsend for improved decision making, bringing good fortune to hoteliers when managed properly Aside from that, it entails summarizing, reporting, and assessing the hotel's financial condition for a certain time, which aids in budgeting, forecasting, and future cost planning In general, a Certified Public Accountant (CPA), accountant, or bookkeeper handles accounting processes and prepares financial statements such as the Balance Sheet, Profit & Loss (Income), and Cash Flow, among others 15 And these are the most important components for communicating a hotel's or group of hotels' financial information Hotel accounting also include reconciling bank accounts, simplifying payables and receivables, assessing departmental spending, and preparing reports - Human Resources: Human resource planning is a strategy for acquiring, utilizing, improving, and preserving an organization's human resources Human resource management is the process of assisting employees in acquiring competences and abilities that will assure their usefulness to the company in both current and future organizational situations Any organization's human resource department performs duties such as job analysis, recruiting, ... Faculty of Business Administration in Ton Duc Thang University for helping me in finding a place to working on my internship as well as assisting in the internship and writing report process... nothing to with hospitality - Engineering: The hotel engineering department is in charge of all hotel maintenance concerns They are in charge of monitoring utility use, ensuring that everything... group of hotels'' financial information Hotel accounting also include reconciling bank accounts, simplifying payables and receivables, assessing departmental spending, and preparing reports - Human