ACKNOWLEDGEMENTS First of all, I would like to express my deepest gratitude and appreciation to all of those who helped me the possibility to complete my report successfully As a sincerely gratitude t.
ACKNOWLEDGEMENTS First of all, I would like to express my deepest gratitude and appreciation to all of those who helped me the possibility to complete my report successfully As a sincerely gratitude to my Department Manager (Mr Daniel) who helped me a lot during my internship and whose contribution in stimulating passion, self-confidence as well as encouragements, supported me to finish my internship especially in writing this report Furthermore, I would also like to acknowledge with much appreciation, Service Manager – Miss Lyn who gave the permission to use relevant and necessary documents, as well as access to guest’s app of company to complete internship report I could not have accomplished this report without support of Miss Lyn That is a lucky for me In addition to, I would like to express sincere gratitude to my advisor – Nguyen Hong Hanh as well as the guider for her patience, motivation, immense knowledge during complete thesis Her guidance helped me in all the time of researching and writing of this report The countless time she spent me as well as beside and support me during all of time A sincerely thanks goes to my teammate who helped me to give a suggestion and idea for my thesis We gave issues and discussed them all through, and moreover they always support, agree with my ideas I am really happy right now because a part of thanks to effort myself and sympathize for close- friends At last, Thanks for my organization as well as my service department By their helping and fondness for me, the internship opportunity I had with A Good Day Hospitality was a great chance for learning and professional development Therefore, I consider myself as a very lucky individual as I was provided with an opportunity to be a part of it I am also grateful for having a chance to meet so many wonderful people and professionals who led me though this internship period 1 TABLES OF CONTENTS LIST OF ABBREVIATION/ACRONYMS MCD STC HR PM, PD SM FQM GEL F&B SOC CNA CT, BT PT, FT McDonald’s Star City Human Recruiter People Manager, Department Service Manager Food Quality Manager Guest Experience Leader Food & Beverages Station Observation Checklist Crew Need Analysis Crew and Barista Trainer Full-Part Time LIST OF TABLES/ CHARTS STT Tables/ Charts Chart 1.1: Manager Operation Chart Chart 1.2: Sales Revenue annual chart Chart 1.3: Overall of items Chart 2.1: Annual amount of HR Chart 2.2: All of the characteristics of HR MCD STC in 2017-2020 Chart 2.3: Labor force by gender of MCD STC Chart 2.4: Labor force by each group in 2019 of MCD STC Chart 2.5; Training Routine of PD at MCD STC Chart 2.8: CNA_STC_ QUARTER III in 2020 Chart 2.7: Effective recruitment 10 2 Page PART ONE: INTRODUCTION Self- introduction As a senior Business English Major student at Ha Noi College of Commerce and Tourism, I am so happy when was be one of students at school who are leant and ability to comprehend all of knowledge for teachers After three years at school, I learned more and more knowledge When became an HR intern at company, I considered this is a lucky opportunity I can challenge myself and have ability to experience at dynamic environment at McDonald’s from October th to January 2nd 2020 This report might be considered as overall result of two month of internship time Although the internship time might not be too long to get totally used to a new working environment, I tried my best to take up and apply what I learned during three years into internship course Rationale of the study For me, this is a very significant and practical internship This internship helps join practical activities and apply all of knowledge has acquired during at school on work environment By activities of communication, behavior or teamwork when students intern at restaurant or bistro environment, they will gradually improve, practice and make better social skills There’s no denying that social skills are another element of no less important help have work opportunities and develop for the future Not only have work chance but also have ability to make better yourself in the future Moreover, there are no less students are become an official staff after the internship When had trained during internship, the official staff will be ability to develop in career and promote higher position What does it happen when there are too many competitions for labor market at this time? So, we should grab the opportunity when we are an intern at any company All you need, it seems, is a diligent and alert attitude Reason for my option The foundation of organization is always a strong team who are competent and professional persons Therefore, recruitment is a prerequisite action to build up a powerful foundation for organization Plus, I am business English student and the thesis are one of a lot of related topics for my major I think it is very interesting to research about the topics Moreover, I am intern at potential business and have many experiences in human resources management I am aware of how much work chance and knowledge of business bring about for me That means it is a potential issue to research deeply in the next time Furthermore, this is an open-topic I am completely ability to deploy many theoretical bases Topical Research Situation and Management human resource at MCD STC Target research Approaching the practical working environment at company, then students has the ability to compare, evaluate between theoretical and practical into human resources field This internship time might be considered that the period which help students can eye-opening with the work especially recruitment and management skills After processing of internship time, students can apply their experience into a practical work perfectly As myself, I want to hope complete the internship report outstandingly, I can seek a relevant job as well as human recruiter or human manger, after I have the internship time at here A part of internship not only I have chance to get a job but also help me widen relationship at the field The ways of research Recently I am Assistant Intern of PM and usually work together and exchange ideas with People Manager Moreover, I can use and collect information by relevant documents, records, reports of company To be experienced practically by joined in interview candidates with Human Recruiter Plus, I can be visited recruitment fair or trade fair to meet and contact with potential candidates This is a way I have ability to approach and talk to experience human recruiters Besides I can collect databases via internet, official newspaper to learn about the field as well as potential to develop and improve proficient Scale of research In the thesis, I will focus on analyze process of recruiting and managing human resources at MC STC I will find out deeply analyze and manage documents related to human resources The internship report is summarized, evaluation and analysis of organization structure and human resource management and recruitment in 2018-2019 Therefore, as an assistant intern with people manager must to find ways to improve and build up human resources and look for potential employees or applications and give recommendations about issues which need to be researched in internship report The comprehensive internship report consists of three chapters, they are: Chapter one: EXCUTIVE SUMMARY ABOUT BACKGROUND INFORMATION OF MC STC Chapter two: ABOUT SITUATION AND MANAGEMNET HR PROCESS Chapter three: BY PRACTICAL SITUATION AND PROPOSE RECOMMENDATIONS At last one more, I would like to express my deepest gratitude and appreciation to Miss Hong Hanh and all of everyone at MCD STC helped and supported me to complete internship report successfully Thank for everyone sincerely Student DANG THI DIEM, TATM9A PART TWO CHAPTER ONE: EXCUTIVE SUMMARY 1.1 Development and establish history of company 1.1.1 Background of organization Name of store: McDonald’s Star City Owned by: A Good Day Hospitality Viet Nam Logo: Brand-vision: be become the most favorite fast-food restaurant which customers are experienced the most excellent service at McDonald’s With brand-vision as above, Ambition of MCD STC hoped to build up: GOOD FOOD: serve the most delicious and quality food for customers GOOD PEOPLE: create a good chance for employees at MCD to develop and bring the most experienced to clients GOOD NEIGHBOR: Focus on neighbor especially children and family We will make every effort to bring a happy, pleasure and create a real life for people Characteristics brand: When each crew connects with customer, they must perform attitude below: Light-hearted, playful, welcoming Dependable Unpretentious Headquarters: 2-6NBis Dien Bien Phu Da Kao at District Ho Chi Minh City Business License: Enterprise Registration Certificate is 00002 which is issued by Department of Planning and Investment of Ha Noi on 12th May 2017 Store at Ha Noi: Level Vincom D Capital Tran Duy Hung Street Cau Giay District Ha Noi City Hotline: 024 36373888 Email: tranduyhung@vn.mcd.com Website: https://mcdonaldsstc.com.vn 1.1.2 Establish and development history The owner of this first franchise in Ho Chi Minh City is the Prime Minister’s son-in-law, Henry Nguyen Interestingly, Mr Nguyen even worked in a McDonald’s when he was young and living in the United States Mr Nguyen expressed his delight at the explosive growth of his business which has surpassed even the sky-high expectations he previously held - MCD STC is one of four MCD restaurants at Ha Noi on totally 23 chain of restaurant nationwide, is the first MCD established in 2017 It officially starts business on 17 th February 2017 As well as, after appearing three years ago, MCD have extended into North Store with seating capacity of 260, open from 6am to 23pm on Monday- Friday and open 24/7 on Saturday and Sunday At now, seating capacity was on increasing 50 seats and open 24/7 from Monday to Sunday From 2017 to 2019, McDonald gained - the honor of top 100 the greatest work environment On September, 2018, it launched “Fried Chicken” attracted attention of everyone 2018, after launching “Fried Chicken” successfully, they combined fried chicken with - rice and it is pretty welcome from everyone’s comments On January, 2019, Grab announced their cooperation with McDonald’s With this cooperation, customers might be experienced many discounted programs on Grab-food basic Thanks to high-skilled, thoughtful and enthusiasm crew, company decided to extend more than three stores around HN and was quickly become dependable brand for every group After having approached successfully, MCD continue to gain advertising marketing about MC Café to Viet Nam market Beside familiar brand names as the coffee house, highland coffee and Starbuck, M.C Café still is unfamiliar brand with addicted-café In contrast to fried chicken menu, it attracted many people interested in enjoyed fried chicken or valued customers of KFC Experiencing stages of the business and thanks to excellent lead and high-skilled staff, MCD has gradually affirmed their position in food and beverages 1.2 Model of organizational structure 1.2.1 Model of organizational structure Model of organization structure’s MC STC is displayed by diagram below: FRANK RESTAURANT GENERAL MANAGER DANIEL CRIS – FQM LYN - CEM PEOPLE DEPARTMENT MANAGER KITCHEN DEPATMENT TUS KRISTEN PM & INVENT PEOPLE KITCHEN DEPARMNET PRACTICES+PAY ROLL ZIPPO SERVICE DEPARTMENT EDWARD Coordinator SM BEE INTERNAL COMMUNICATION TRAINING CAITLYN Coordinator PINKY – GEL Coordinator CREW TRAINER Coordinator SIMON Coordinator Chart 1.1 Manager Operations Chart of MCD STC (Source: Human Resources Department) Functional each of department and person Restaurant General Manager: is person operate and manage all of business activities of store directly as well as has responsibility for diplomatic and domestic work and bring in decisions related to policy, target, developing strategy for store RGM is person contacts with partners and Operation Consultant or Operation Manager of company and a dependable leader to follow and overview staff Kitchen Department: take responsibility for guarantee the good are already on stock to serve customers as well as maintain and commit operation machines, equipment stably As Ops chart, FQM is a person who is first leading in kitchen department, and follow and operate the goods supply-demand She has responsibility for checking goods volume, quantity and quality PM & INVENT and Coordinator are supporter for FQM, they take over check quantity and quality goods and confirm then inform the goods which run out and less left or out of date to FQM can solve quickly People Department: is in charge of recruiting labors, training employees comprehensively about policy, basic knowledge and regulations concerning rewards and punishments as well as involved in welfare and incentive benefits as well as discipline Plus, they make an idea to improve and gain up enthusiasm attitude of employees in working environment Moreover, PM has functions as associate between RGM and another department to not only build up closed relationship but also create a professional environment Service Department: assume responsibility for image of comprehensive restaurant and make an idea for sale up and interesting experience to customers SD give promotions for store as a part of advertising marketing is the side take over confirm and reply feedbacks from customers In there, GEL is coordinator of service manager, contacts with clients directly, listen and talk to them about all of negative or positive experiences at here GEL is person who displays a professional image both in appearance and behavior Wears complete uniform with pride and maintains a clean and neat appearance all the time 1.1.2 Comments on model of organization structure According to chart 1.1, realized that model of organizational structure of MC STC is organizational structure by functions At the head of store is RGM and next different departments, in there, each department is divided clearly and effectively by functions per departments Strength of model organizational structure: Firstly, create high-effective in communication among everyone and process of work assignment because RGM give decisions which have high unification between RGM and departments That can attract human resources who have wide and deep – knowledge and accurate manner to promote ability for each specific activity As well as that can enhance level of completely quality work and solve problem skill in individual situation Secondly, Training is become simplification and is of great advantage to management and inspection as well as to avoid matter and obstruction among departments Each department is assigned different task so it helps to avoid wishing tasks on somebody else or missing deadline Thirdly, RGM assigned tasks clearly and effectively and make a target for every departments specifically at once is submitted business plan on time and improvement solution is given timely Weakness of organization structure: Along with positive features, there are still important disadvantages as RGM has difficult authorizing and sharing works because the matter requires comprehensive overview/ vision when assigned important tasks 1.2.2 - Sales report Statement Human resource almost with high school and graduated students (crew part-time) and the number of crew is steadily increasing per month Scales of store is increasing more and more development and extended 1.3 Primary business activities of MCD STC The most one think of French Fries and Burgers, there might be an image of McDonald’s flashing right in front of one’s years When McDonald’s decided to set up a restaurant in Viet Nam, they tried to improve and made an idea to change menu with suitable taste of Viet Nam people At here, they serve three typical food as: Friend fries worldwide, burgers and M.C Café as well as menu is divided into two selection for - breakfast and regular menu According to research, French fries amount for 50% in customer’s selection and then - burgers and M.C Café Variety burgers: Aim to satisfy taste of customers, MCD tried to change recipe flexibly, involved in beef, chicken and fish burgers for children and younger Chart 1.3 Overview of foods at MCD 10 Step 1: Identify the needs MCD STC determines needs based on its human resources needs Identify human resources needs by clearly understanding the company's strategy, goals, production and business plans, employee productivity and existing human resources at the company Step 2: Look for applications - Search candidates within the company: Notice of recruitment by notice on company bulletin boards, through promotions by employees in the company - Looking for candidates outside the business: Through company representatives, through job search posts in newspapers, social networks, job placement pages such as 24h jobs, career build, bulletin boards, leaflets, Step 3: Take and process records The company receives records at the Organization - Administration department and checks and find out the information of records Step 4: Verify professional ability The company will notify candidates whose application has been selected to take a professional test at the position Step 5: Appraise comprehensively candidates After taking the professional test, qualified candidates will be notified of the interview time The company interviewed the candidate directly and interviewed the council along with setting out unexpected situations for the candidate to resolve Step 6: Give a selection The company evaluates candidates based on the evaluation form, reviews the interview part of the candidate Evaluation and comment candidates slip MCDONALD’S STAR CITY HA NOI level, 119 Tran Duy Hung streets, Trung Hoa precinct, Cau Giay District Phone: 024 3637888 Email: tranduyhung@vn.mcd.com EVALUATION OF TABLE OF INTERVIEW Full name: Job position: Email: 17 Factor of evaluate Characteristic s of candidate ability Significance in points (15) Score of number (1-5) Response level 5=3*4 Training knowledge Level Major Foreign Computer skill Skill Seniority Communication skill Achievement Analytical skill/ Decision making skill Personal qualities: Style (behavior, gesture, speech) Responsible Other personal characteristics required for job Experience: Forms and qualities Interviewer: Sign: Interviewer: Sign Opinion of RGM: Opinion of HR department: Opinion of director: Get a job DIRECTOR Return the record HUMAN RESOURCE MANAGER Sign, full name Sign, full name Step 7: Decision on recruitment: FORM MAKER Sign, full name When hiring decision, the company will send recruitment notice to the successful candidates The company will notify them by sending an invitation letter The invitation is clear and involved in directly time at work, place of company and job position The company has been created favorable conditions for the time when the 18 successful employee may be busy and can be contacted and then back to the company The recruitment decision of the company is quite clear and detailed to the employees Step 8: Join in orientation: After became successful candidate, you will be able to attend an orientation organized by the company to inform the rules as well as discipline that you must follow During that orientation you will be informed about your salary or benefits 2.2.2 Human Development and Training - “Training can be seen learning activities help employees acquire and train necessary skills in order to carry out more effectively their functions, duties and powers.” - Human resources training is the promoting process of the knowledge human resources development, develop new skills and labor qualities, promote the creation of new scientific and technological achievements and ensure the positive movement of industries, fields and the whole society Resources are transformed both in quantity, quality and structure in order to promote and stimulate potentials human by training process, develop comprehensively and individually personality structure, and promote the capacity as well as material and spiritual energy, perfectly advanced professional ability, both in spirit and behavior, from one quality level to another, higher level of perfection and meet better and better manpower needs for national industrialization and modernization - So, the training of human resources is seen as “Be activities to maintain and improve the quality of the organization's human resources, which is a condition for decisions so that organizations can stand firm and win in a competitive environment” Therefore, in organizations, training and development needs to be done in an organized and planned manner 2.2.2.1 Training and Development Process: To simplify the process of review and research, it is common to identify the training human resources process through main stages: Make training needs Set up training plans 19 Arrange for implementation Evaluate training result Arrange and employ human resource Report training effectiveness • Determining training needs Determining training needs method in terms of quantity can be divided into categories: Make training needs for employees and managers Make training needs for employees: Specify the number of workers needed for each stage, each job link and the corresponding level of workers in the planning period Identify list of employees who need to train Make training needs for managers: Compare the actual knowledge of managers with the requirement knowledge such as: skills, qualifications based on the job description and the description for the person performing the job Determine the number of people who need to be recruited in the departments and vacancy positions Based on goals and development strategy of organization, select the essential individuals in order to conduct training in the planned year Based on financial resources for training as well as highly- skilled trainers • Set up training plans MCD STC has developed their human resource training plan by making a clear plan: identifying the subjects, content, reasons for training, thereby determining the training time, location, training methods and balancing the budget books for your training • Arrange for implementation After setting up training plans, PP tabulated training routine for employees As you see, it is the table below: TRAINING N0 TASK Daily 20 WHAT Who Check, organize and CT update SOC Coordinato completed profile r When Daily Tracking SOC completed binder NOTE Check content verification and comment of CT ... CONTENTS LIST OF ABBREVIATION/ACRONYMS MCD STC HR PM, PD SM FQM GEL F&B SOC CNA CT, BT PT, FT McDonald’s Star City Human Recruiter People Manager, Department Service Manager Food Quality Manager Guest... Development and establish history of company 1.1.1 Background of organization Name of store: McDonald’s Star City Owned by: A Good Day Hospitality Viet Nam Logo: Brand-vision: be become the most favorite... form, reviews the interview part of the candidate Evaluation and comment candidates slip MCDONALD’S STAR CITY HA NOI level, 119 Tran Duy Hung streets, Trung Hoa precinct, Cau Giay District Phone: