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Untitled VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION INTERNSHIP REPORT IN F&B DEPARTMENT Supervisor name Mrs MAI, Mrs MỸ Student name TRẦN THỊ T[.]
VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION INTERNSHIP REPORT IN F&B DEPARTMENT Supervisor name: Mrs MAI, Mrs MỸ Student name: TRẦN THỊ THÚY VY Student ID: 721H0238 Class: 21H70501 Major: HOSPITALITY MANAGEMENT Academic year: 2021-2022 0 Tieu luan Ho Chi Minh City, JUNE 2022 AUGUST 2022 NÔ9I DUNG THANK YOU .3 I About the hotel .4 WMC Corporation 1.1 Introduction to Windsor Estate Management Group Joint Stock Company 1.2 History of establishment and development of WMC Group .5 Overview of Windsor Plaza Hotel 2.1 Location .5 2.2 Important milestones in the development of the hotel Target activities and services Organization chart of the hotel and the functions and duties of the departments .10 4.1 Organizational chart of the hotel .10 4.2 Functions and duties of the departments of .10 II Internship process 14 Ngan Dinh Restaurant .14 1.1 Ngan Dinh restaurant overview 14 1.2 Some typical awards .15 1.4 Products and services at Ngan Dinh restaurant 15 The internship period and the main tasks performed during the internship 16 2.1 Internship period 16 2.2 Main tasks to be practiced .17 Difficulties and advantages when practicing 17 Compare what has been learned against the set goals before starting the practice: .18 Ways to overcome difficulties and the knowledge, skills and experiences learned .18 III Recommendations after the internship 19 CONCLUSION 21 0 Tieu luan THANK YOU First of all, I would like to thank Ms Nguyen Thi Mai Tram and Mr Nguyen Hai Nam for guiding me to prepare this graduation report Next, I would like to thank the Board of Directors of WINDSOR PLAZA HOTEL and the officers and employees of the department at NGAN DINH restaurant who have always enthusiastically helped, advised and always created the best conditions so that I can complete this report During the internship, I have seen a lot of new practical knowledge, which I need to learn a lot, so it is inevitable that there are shortcomings in the process of understanding, evaluating and presenting some solutions Perfecting the service process for the NGAN DINH restaurant Looking forward to the help and sympathy of the hotel and teachers Finally, I would like to send my best wishes to the teachers, instructors, and the entire leadership team, officers and employees of the NGAN DINH restaurant department, good health and much success in your career career and life Wishing WINDSOR PLAZA HOTEL and NGAN DINH restaurant to always be strong and develop more in the future I sincerely thank you! Ho Chi Minh City, August 10, 2022 Students perform 0 Tieu luan I About the hotel WMC Corporation Windsor Property Management Group Joint Stock Company (WMC GROUP) is a leading hotel, restaurant, and serviced apartment management company in Ho Chi Minh City, Vietnam With the mission and strategic vision planned sustainably from the company's leadership, WMC Group is gradually asserting, expanding and developing into one of the leading real estate service management companies in Vietnam and Asia 1.1 Introduction to Windsor Estate Management Group Joint Stock Company Company name: Windsor Property Management Group Corporation English name: Windsor Property Management Group Corporation Short name: WMC GROUP Tax code: 0305012144 Address: 193-203 Tran Hung Dao, p Ms Giang District 1, HCMC Phone: (84-8) 38336688 - Fax: (84-8) 38 336888 Website: WWW.wmcvietnam.com Email: info@wmcvietnam.com The first issue dated 17/05/2007, replacing the 11th number changed on 16/02/2012 of Windsor Estate Management Group Joint Stock Company Currently, WMC is known as a consulting and management group for restaurants, hotels, apartments for rent and office buildings in Ho Chi Minh City 1.2 History of establishment and development of WMC Group - 2007: was established under the name VINA Asset Management Joint Stock Company (VINA ENTERPRISE MANAGEMENT CORPORATION), abbreviated as EMC - VINA - 2011: EMC was renamed WINDSOR REAL ESTATE MANAGEMENT JOINT STOCK COMPANY, abbreviated as WMC (Windsor Real Estate Management Corporation) 0 Tieu luan - In 2012: changed its name to WINDSOR REAL ESTATE MANAGEMENT JOINT STOCK COMPANY, abbreviated as WMC Group (Windsor Property Management) Overview of Windsor Plaza Hotel 2.1 Location Address: 18 An Duong Vuong, District 5, City Ho Chi Minh, Vietnam Located in the cultural and historical intersection of Ho Chi Minh City (HCMC), 25 minutes away from Tan Son Nhat International Airport, Windsor Plaza Hotel offers relaxing experiences Travel, travel, shopping and entertainment bring the perfect resort, travel, travel, shopping and entertainment experiences 2.2 Important milestones in the development of the hotel - Windsor Plaza Hotel is pleased to welcome 60 of the nation's most beautiful, talented, and intelligent contestants to compete in the semi-finals of the "Miss Beauty and Success 2009" contest - Windsor Plaza Hotel is proud to be the place to stay for 87 beauties participating in the semifinal round of the Southern region of the contest "Miss Ethnicity of Vietnam" from November 12-15, 2011 - Manager Yu Zhi Da of Windsor plaza hotel has just been awarded the Gold award as the rank, category of Asian cuisine at the Asia Platinum Awards ceremony (HAPA) 2011-2013 This award honors outstanding activities in a Southeast Asian hospitality company and recognizes the capabilities of individuals and groups operating in the fields of restaurants, hotels and resorts - On October 17, 2011, Windsor Plaza Hotel was honored as one of the top 10 5-star hotels in Vietnam by the Vietnam National Administration of Tourism in collaboration with the Vietnam Tourism Association This is the second time the Windsor Plaza Hotel has received this award 0 Tieu luan - At the same time, the hotel provides a convenient transfer service, offering famous attractions, shopping and restaurants in District - Honored in the Top 10 5-star hotels in Vietnam, Windsor Plaza is the ideal destination for visitors to Ho Chi Minh City - As the tallest building in District with a panoramic view of the city, the hotel has 405 luxuriously designed rooms with many modern facilities, special customer services Target activities and services ⇰ Target Activity Becoming a popular five-star hotel in Ho Chi Minh City Ho Chi Minh City is attractive from the beginning and comfortable with friendly and gentle service style ⇰ Other types of services Shopping for services - An Dong Trade Center: Starting from the ground floor of Windsor Plaza Hotel Open window: hours - 22 hours An Dong Trade Center with floors according to the Vietnamese communication system is arranged reasonably and eye-catching in a spacious and cool space Here you can find everything from fashion, jewelry, gems, handicrafts, to household goods and imported food Right in the shopping area, there are services: banking, electricity and outdoor coffee - Windsor Spa & Massage: An Dong Health Club will give your body a complete solution Our services that I cover include full body massages and foot massages for both men and women - Fitness Center: Located on the 24th floor of Windsor Plaza Hotel, open: 6am to 10pm To maintain your fitness and fitness routine, visit our newly renovated beauty salon The modern machines, many functions and the airy view from above, the goal through the glass door will help customers practice most effectively After moments of fatigue from operation, you can let yourself be pampered in the steam room and bathroom right next door - Dance America : Located on the 3rd floor of Windsor Plaza Hotel, right in the middle of the commercial center, the old fall of the Chinese people in Saigon - Cho Lon area It is a luxurious and majestic entertainment place - Conference room: The convention center on the 6th floor of Windsor Plaza hotel has a capacity of up to 450 people, which can be flexibly separated into many meeting rooms and small meeting rooms to suit customers' requirements Besides, the audio-visual system equipment appears with a dedicated and professional team that is always ready to answer all the diverse requirements of customers - Banquet hall: Windsor Plaza Hotel's banquet includes many parties and flexible banquet rooms, which can be split into small rooms or combined into large rooms at the request of guests 0 Tieu luan Special, here is the option is perfect to the wedding party with luxurious, spacious space and professional and dedicated staff, contributing to the prestige of the hotel We also equip a complete and modern listening equipment system to always be ready to best meet all diverse requirements of customers ⇰ Service cuisine - Café Central An Dong: 4th floor, Windsor Plaza Hotel, open from 6am to 10pm Discover a food tour around the world right at Café Central An Dong in the most epic buffet, the best price in Saigon! The restaurant serves delicious Vietnamese dishes to famous dishes You will certainly not hesitate before a rich buffet evening with more than 170 delicious dishes In addition, attractive dishes made by the unit are always ready for customers to choose TOTT Bar & Restaurant: 25th floor, Windsor Plaza Hotel, open from 18:00 to 23:00 Having dinner at the "top of the street" - Top of the Town restaurant - the highest place of the hotel, you will surely keep the unforgettable ones Ngan Dinh Restaurant: Authentic Chinese Taste, located on 5th floor, Windsor Plaza Hotel Open window from 7:30 - 14:00 and 17:00 - 22:00 Come and experience a special appetite at Saigon's best Trung Hoa restaurant - Ngan Dinh restaurant, a long-known source with chefs from Guangzhou-China Ngan Dinh Restaurant specializes in serving Dim Sum list dishes and Cantonese, Chaozhou, Sichuan delicacies for menu and dinner Especially, in the evening, customers can choose fresh seafood: fish, shrimp, crab, oysters, right at the pond next to the entrance There are 12 private dining rooms with a capacity of 12-40 people each ⇰ Lodging Windsor Plaza Hotel has 386 rooms, starting from the 9th floor All rooms have a beautiful, panoramic view of the historic Cho Lon area of the city Whether traveling or commercial, for a short time or for a long time, Windsor Plaza hotel always provides a full range of facilities and services to meet the diverse needs of customers - Deluxe: The hotel offers 216 spacious Deluxe rooms with eye-catching design Located from the 9th floor of the tallest building in District 5, you can catch the fresh wind from the window of the Deluxe room and see the collapsed scene of the neighborhood and many beauties of old Saigon I am in a refreshing and warm resort space with singles or doubles Deluxe rooms are equipped with LCD TV with the transport system to media to the room as well as, work desk with internet connection (network wires and sockets are not available), large wardrobe to satisfy both storage needs guest room, along with a bathroom with a bathtub and shower - Premiere Deluxe: The hotel offers 42 Premiere Deluxe rooms with an area of over 32m2 that are fully carpeted Each room has a double or twin layout, and has a convenient work area with internet connection (wired and socket available) with standard furniture and stylish sofas 0 Tieu luan Corner mini bar with convenient snacks and tea and coffee right in the room 32-inch LCD TV with attractive international TV system serving continuously throughout the day, or choose to enjoy special movies via modern DVD equipped in the room Guests can comfortably arrange their clothes and belongings with a comprehensive wardrobe and safety In particular, the bathroom is equipped with many amenities, bringing moments of relaxation and refreshment after a long day of discreet sightseeing or work - Executive: With an area of 25 - 30m2 with carpeted floors, the Executive Room is a relaxing, fantasy place for busy businessmen Many attached facilities such as a modern meeting room next to the hotel, use the luxury lobby (Executive Lounge) of the hotel In each operating room, in addition to the resort space, you can combine convenient working with regular internet connection and fully equipped equipment Windsor Plaza Hotel provides quick check-in and check-out service, saving you time for work - Junior Suite: The hotel has 10 Junior Suite rooms with an area of 34 - 40m2 Relaxing resort space with luxurious furniture, high-class carpeted floors, equipped with types of stylish and reclining bathtubs and added "Good night" housekeeping service to lull a warm sleep Each room has a 32" TV with an international TV system and DVD player ready to help you relax with classic movies Taking a moment to look at the whole Chinatown through the window, you will find it interesting with her own discoveries of her own beauty bearing many historical traces from every interior detail - Phòng Executive Suite: Executive Suite offers a relaxing space, high-class facilities, giving customers moments of rest and relaxation after a day of work or sightseeing The room is 48m2 wide with the bedroom as the output, connecting the information to the living room with high-level errors Each room is connected to the internet, has a 32-inch LCD TV, a DVD player and a large standard desk designed for work or entertainment In particular, guests can enjoy an answering service and check-out on site - Terrace Suite: Terrace Suite is specially designed with an area of 52 - 80m2, including a large balcony You will feel the difference when sipping a glass of homemade cool water at the inroom mini bar or server, leisurely enjoying the panoramic view of the city from above Living room and bedroom are independently designed and equipped with 40" and 32" LCD TVs with diverse international channels, respectively - Executive Plaza Suite: Executive Plaza Suite room is 68m2 wide with separate designed living room and bedroom Each room is equipped with modern furniture and high quality marble carpet floors In the spacious space, the dining, working and bathroom areas for guests are well arranged, bringing convenience and comfort like home The bedroom is stylishly designed, integrated with a 32" LCD TV with a variety of international TV channels, with convenient access to the large bathroom equipped with two stylish bathtubs and freestanding bathtubs 0 Tieu luan - Windsor Suite: The luxurious Windsor Suite room is 80m2 wide, with separate living room and bedroom design, and provides additional bathrooms and separate bedrooms for guests, for the perfect resort space Shake off the fatigue at the end of the day, take a relaxing dip in the Jacuzzi or freestanding tub, enjoy the quiet and pure atmosphere thanks to its independent design from the dining and working areas The entire floor is covered with high-class marble carpet, luxurious interior with soundproof glass windows, keeping the privacy space intact - Presidential Suite: Designed in a royal style, the Presidential Suite room is up to 120m2 wide and is lined with high-class marble carpet Two spacious bedrooms, featuring a bed like a king's bed The regal look of the room exudes Organization chart of the hotel and the functions and duties of the departments 4.1 Organizational chart of the hotel Organizational structure of Windsor Plaza Hotel (Source: Windsor Plaza Hotel Human Resources Department) 4.2 Functions and duties of the departments of The Hotel Management Board: Including General Director, Deputy General Director, Assistant General Director, Executive Director, General Secretary, Directors of divisions/departments, Heads / Management of parts Function: Manage and operate the hotel, responsible for the success or failure of the hotel's business Duties: Managing and operating the entire business activities of the hotel in general, the head of each department/department is responsible for the service quality and work 0 Tieu luan performance of that department/department - assign work to subordinates - recruit and train employees - set rules and regulations at the workplace - sign and approve the remuneration regime for employees - evaluate employees for review and reward or the corresponding discipline ⇰ Accounting Department: Function: Manage and decide on financial strategies; find capital, source of funds for the hotel monitor, manage and report receipts, expenditures, liabilities Tasks: Prepare documents in the formation and use of capital, prepare documents to determine results of business of each department and of the whole hotel - make monthly, quarterly and yearly financial statements and manage and supervise revenue and expenditure ⇰ Human Resources Department: Duties: Organize and arrange officers and employees - promulgate institutions and working regulations - monitor and evaluate employees of departments and receive comments from superiors and managers Direct employees - organize the recruitment and training of employees ⇰ Technical Department: Function: Manage and supervise technical systems and equipment in the hotel to ensure good operation, without problems or malfunctions during operation Duties: Monitor and regularly maintain equipment in the hotel - repair tools and equipment when required by other departments - perform stage decoration work, prepare sound for the hall when the hotel has a conference, seminar or upon request ⇰ Sales Department: Function: Searching for customers for other departments such as housekeeping department, restaurant department, etc., expanding the market, attracting potential customers for the hotel General business department includes: Sales and Marketing department Tasks: Planning to find customers - marketing products - researching markets, competitors - statistics, analysis, evaluating business performance of the hotel - surveying customers to give suggestions to customers superiors in effectively renewing and upgrading services ⇰ Security Room: Function: Ensuring the safety of customers, hotel properties and customers, responsible for security in the hotel 10 0 Tieu luan Duties: Patrolling, guarding in shifts, always in a ready position when there is an incident - parking for guests and staff in other parts of the hotel - assisting the front desk in guiding, Moving guest luggage in and out of the hotel - assisting other departments in completing their duties ⇰ Food and Beverage: The restaurant department is the department that brings high revenue to the hotel after the room department This department performs the work related to food at the hotel, divided into Small parts: Kitchen and bar parts Function: Provide food and beverages to customers; departmental costing Mission: Organizing the catering business includes main activities: processing, circulation and organization of catering services at the hotel - catering to hotel staff providing additional services such as: : organizing parties, buffets for seminars, organizing parties at the request of guests - supporting other departments when needed ⇰ Lobby section: Function: The reception department, also known as the front desk department, is likened to the face of the hotel in communicating and creating relationships with customers, suppliers and partners This department is the bridge between customers and hotel services, between departments in the hotel This is also an effective assistant of the management in consulting and giving suggestions on the situation of the hotel, the needs of the market, the tastes of customers, future trends Guests staying, information about the structure of guests, the source of guests from which to make changes and plans to bring the highest business efficiency to the hotel Duties: Receive, receive, handle customer requests and transfer customer information to relevant departments - guide guests, check-in and check-out procedures for guests, collect fees if customers use other products and services in the hotel - store guest information on the system, report to management on the operation situation - link, support other departments to complete tasks ⇰ Room division: Function: Providing the main products and services at the hotel, bringing the highest revenue source in the total revenue of the hotel;responsible for the rest and stay of customers at the hotel, closely and consistently coordinating with the front desk in selling and providing room service Tasks: Prepare rooms, ensure clean rooms, always ready to welcome guests - daily cleaning of rooms, lobby areas and public areas - check the condition of rooms, equipment and materials Use and other products in the room when cleaning - receive and 11 0 Tieu luan deliver guest services, notify the front desk of related issues - understand the situation of the tenants - coordinate with other departments serve customers 12 0 Tieu luan II Internship process Ngan Dinh Restaurant 1.1 Ngan Dinh restaurant overview Located on the 5th floor of Windsor Plaza hotel, Ngan Dinh restaurant serves authentic and distinctive Cantonese dishes, which have been recognized with many international awards The restaurant offers many choices of high-class dining space for small groups or large parties, separate and diverse spaces for diners Especially , nine VIP rooms with a capacity of to 220 guests per room - Address: 18 An Duong Vuong District5, Ho Chi Minh City, Vietnam - Phone number: 028 3830 8888 - Email: ngandinh@windsorplazahotel.com - Opening hours: 7:00 – 14:00, 17:00 – 22:00 - Breakfast: 7:00 – 14:00 - Dinner: 17:00 – 22:00 Ngan Dinh restaurant of Windsor Plaza hotel (Source: windsorplaza.com) Large lobby area of Ngan Dinh restaurant (Source: windsorplaza.com) Vip room area 1.2 Some typical awards Receiving the "Restaurant of the Year" award (Vietnam Award Category) at the 2011 Tourism Awards Ceremony, Chef Yu Zhi Da with Turmeric Grouper was introduced on television famous for cooking "Admiral's Feast" in Hong Kong 13 0 Tieu luan In 2015, The Guide Awards honored Ngan Dinh restaurant as “Excellent Chinese Restaurant in Ho Chi Minh City 1.3 Organizational structure and personnel 14 0 Tieu luan 1.4 Products and services at Ngan Dinh restaurant Catering service at the restaurant: When coming to the restaurant, customers will be warmly welcomed by the staff and guided to the appropriate number of tables, the choice of dishes You will also be consulted by dedicated staff The task of the restaurant staff is to give customers the best quality of service (food, manners - service attitude, ) to make customers feel satisfied and happy Reservation service: This is a type of service that helps customers to be more comfortable when coming to the restaurant because they are guaranteed to have the right number of tables according to their requirements, avoiding the shortage of tables because of the crowd or the customer has to sit in an inappropriate position Takeout service: In this service, it can be divided into cases, firstly, during the meal, customers can order a certain number of dishes to take home, at this time the service staff will receive and order food Bringing information to the kitchen department, after processing the product line department will be responsible for wrapping it up and bringing it to the table for guests In the second case, the food the customer wants to pack is the food that the customer has used directly on the table and asks the staff to pack the rest to bring back, at this time the waiter will proceed to pick up the box and pack the food Eat and bring to the table for guests Party booking service: The restaurant will accept to organize parties for customers: wedding parties, team building parties, gala dinner parties Customers can contact by phone number or come directly to the reception department of the house Customer then provides the staff with necessary information such as the type of party, the number of guests, the number of tables, the required dishes, etc The internship period and the main tasks performed during the internship 2.1 Internship period - Working time is divided into shifts morning and evening: + Morning shift: from 7am to 3pm + Evening shift: 17h00-21h30 Work days a week and get day off The restaurant always creates favorable conditions for students to both study at the school and participate in internships according to the prescribed number of hours of the school Students will be discussed to choose a shift that fits their schedule and they choose to work the morning shift days a week to meet the school's regulation of 48 hours a week 2.2 Main tasks to be practiced - Ask the number of guests and guide them to the appropriate table (priority to pull chairs for the elderly, women, and children) 15 0 Tieu luan - Observe and pay attention to the area where customers are sitting - Service according to customer needs Difficulty: At the beginning of the practice, he was not used to it because of standing for a long time and poor observation Experience: After months of internship, I can observe better, confidently communicate with customers Order food/drink and pay - Prepare pen and paper - When the customer sits in the chair, the menu of food and drink will be presented - Record all the dishes requested by the guest with the identification of each person eating that dish (for example: Mr A eats fried chicken with fish sauce, Ms B eats fried noodles, ) - Before closing the order, read all the items requested by the customer to check if there are any errors or mistakes Then bring the menu to the official staff - Observe guests' drinking glasses to add ice and pour water/beer - When the customer has finished eating that dish, proceed to change the cup/plate to make a new dish (the order of changing plates and cups will be trained by the manager before) Clean the table: - After diners leave the table, proceed to clean up the utensils and bring dirty dishes Difficulties and advantages when practicing + Difficulty: When I first started practicing, I was not used to it because I stood for a long time and my observation was poor In the early days, they did not know how to set up all kinds of cutlery or cups Thanks to the support and guidance from the staff members The biggest disadvantage is on the language side Customers from many different countries should have different accents and many guests from Asia who may or may not know English should use their own language This has made it difficult to understand and hear the customer's request The first disadvantage is on the language side + Advantages - Professional working environment - Increase the ability to withstand pressure for students (internship at hotel restaurant) - There are incentives on food, drink and accommodation for students - Opportunity to speak English and other languages 16 0 Tieu luan - Create conditions for students to solve situations that occur at work and how to handle other arising problems Compare what has been learned against the set goals before starting the practice: Since I am a first year student who has not taken the Culinary Arts course, I not have enough knowledge to evaluate, compare and draw the difference between learning basic theory in school when going to practice practice at the enterprise Ways to overcome difficulties and the knowledge, skills and experiences learned How to fix the problem: - Try to learn and follow the instructions of the official staff members -Try to get up early every morning by setting a daily alarm Knowledge: - Lessons on confidence and initiative - Improve and perfect soft skills - Experience in a real working environment Skill: -Through this internship, I have trained in teamwork skills -Working in a group needs to be able to analyze the opinions of each individual and synthesize those opinions to make the best decision -Next is the skill of observing discipline and rules in the agency The requirements of each agency are punctuality and strict compliance with the regulations set by the agency Work must be very serious to achieve optimal work efficiency - The ability to listen to the suggestions of superiors, learn from the experience of the predecessors - Listening skills and gaining experience to improve yourself are very useful soft skills in today's working environment - Enthusiastic and responsible skills in work Every employee in the restaurant where I practice is very responsible for the assigned work Therefore, practicing in such a dynamic environment is a blessing for every student Experience: - After months of practice, I can observe better, confidently communicate with customers - Know the setup process as well as know how to set up the items in the right position - Besides gaining more professional knowledge, I also gained valuable experience in working in a real environment The first thing is to adjust your personality and habits accordingly, and easily integrate with your associates 17 0 Tieu luan - The actual working environment is not as easy as at home, you can whatever you want to do, nor is it like working in a school group that only requires the cooperation of the members In fact, in addition to close interaction with other employees, when working, you must also pay attention to your words and actions, and must be quick to act so as not to affect others - I am also reminded by the instructor that the waiter must pay attention to the preferences, pay attention to the attitudes of the guests, and just don't have to sell many dishes to the guests, but also need to target the quantity of dishes to report Let customers know, avoid letting customers eat excess, not eating all, but customers are not satisfied - There are many times when a customer complains even if it is not my fault, I must first apologize to the customer, not explain to the guest III Recommendations after the internship Ideas for the internship program to bring more value to students On the hotel side: - Need to improve, improve, repair facilities to attract more customers to their Restaurant - Quickly resolve customer queries regarding food and beverage issues On the school side: - Equip students with specialized knowledge about disciplines related to restaurants, hotels, - Create conditions for students to have the opportunity to visit and experience in many different environments to help students grow up 18 0 Tieu luan CONCLUSION Now in the process of economic recovery after the COVID-19 pandemic, bringing new and harsher challenges in the process of market competition Besides, there are still many potential opportunities for the NGAN DINH restaurant to grasp and develop more to be able to compete By capturing the advantages the restaurant itself already has, develop it stronger, overcome the disadvantages appropriately and quickly This helps the unit to avoid external threats To be able to seize this new opportunity, NGAN DINH restaurant needs to know the market trends and then offer reasonable solutions to improve the service process Knowing that, the restaurant cannot stand still, but must devote all its efforts to bring impressions, experiences and leave sympathy in the hearts of customers Ngan Dinh restaurant is one of the outstanding Chinese restaurants in Ho Chi Minh City But not be subjective with the current position, but must always strive to improve the service process of the unit to become more and more professional and satisfy customers further, making the restaurant's position higher new The most important thing is to ensure that the service process and other supporting tools are always in the best condition to serve customers Uphold the criteria of always ready to serve, always creative, always professional, always satisfying customers 19 0 Tieu luan ... asserting, expanding and developing into one of the leading real estate service management companies in Vietnam and Asia 1.1 Introduction to Windsor Estate Management Group Joint Stock Company Company... the name VINA Asset Management Joint Stock Company (VINA ENTERPRISE MANAGEMENT CORPORATION), abbreviated as EMC - VINA - 2011: EMC was renamed WINDSOR REAL ESTATE MANAGEMENT JOINT STOCK COMPANY, ... WMC (Windsor Real Estate Management Corporation) 0 Tieu luan - In 2012: changed its name to WINDSOR REAL ESTATE MANAGEMENT JOINT STOCK COMPANY, abbreviated as WMC Group (Windsor Property Management)