Internship report in gemdepartment topic the solutions to improve the service quality at gem center

VIETNAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION - INTERNSHIP REPORT IN GEM DEPARTMENT TOPIC: THE SOLUTIONS TO IMPROVE THE SERVICE QUALITY AT GEM CENTER Lecturers: Mr Nguy!n H#i Nam Mr Nguy!n QuĀc Lô c.) Student: Dương Ngọc Tú Trang Student ID: 721G0002 Class: 21GF0721 Major: HOSPITALITY MANAGEMENT Academic year: 2021-2022 Ho Chi Minh City, June 2022 ACKNOWLEDGEMENT First and foremost, I'd want to express our gratitude to the instructors who accompanied me during the course: Mr Nguyen Hai Nam and Mr Nguyen Quoc Loc They gladly assisted, guided specifically on the growth direction, investigated the topic, guided the approach, and provided the suitable material of the problem using their professional knowledge and teaching experience That is the foundation upon which I will construct the report to the best of my ability In addition, I'd like to thank Ton Duc Thang University for providing reference materials, and I'd like to thank Gem Center for allowing me to practice in such an excellent and professional environment However, due to a lack of practical experience, despite great efforts, there are still some restrictions in terms of analyzing, gathering information, commenting on, and evaluating difficulties, thus the essay cannot avoid its flaws I hope to receive your sympathy, guidance, help, and recommendations so that I may complete this group discussion successfully in order to avoid errors and learn from this report and other reports in the future I'm looking forward to receiving the instructor evaluations The data in the tables of analysis, comments and evaluation are collected by me from various sources, clearly stated in the reference section In addition, the thesis also uses a number of comments, assessments as well as data from other authors, agencies and organizations, all with citations and source annotations If fraud is detected, I will be fully responsible for the content of my thesis Ton Duc Thang University is not related to copyright and copyright violations caused by me during the implementation process (if any) Once again, I sincerely thank everyone Best regards! Ho Chi Minh City, June 2022 Trang NHẬN XÉT CỦA DOANH NGHIỆP THỰC TẬP Sinh viên: Dương Ngọc Tú Trang MSSV: 721G0002 Lớp: 21GF0721 Khóa: K25 Thành phố Hồ Chí Minh, ngày tháng năm 2022 Lãnh đạo doanh nghiệp (ký tên, đóng dấu) NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN Sinh viên: Dương Ngọc Tú Trang MSSV: 721G0002 Lớp:21GF0721 Khóa: K25 - Thành phố Hồ Chí Minh, ngày tháng năm 2022 Giảng viên hướng dẫn TABLE OF CONTENTS Table of figures CHAPTER 1: INTERNSHIP PLACEMENT PROFILE 1.1 Affiliation of the company to the group & location .8 1.2 History and development 1.3 Field of activity 1.4 The infrastructure 1.5 Organizational structure .11 1.5.1 Company organizational: 11 1.5.2 F&B organizational: 12 1.6 Gem Center has won a number of honors 13 CHAPTER II: THE PROCESS OF ASSIGNED TASKS 13 2.1.Summary of the process 13 2.1.1 Set up a banquet table: 13 2.1.2 Set up a conference event: 13 2.2 SWOT analyze 14 CHAPTER III: SOME SUGGESTIONS AND RECOMMENDATIONS 17 3.1 Evaluation of F&B department at GEM Center 17 3.2 Some recomendations for better service quality : 17 CONCLUSION 19 REFERENCES 20 APPENDIX 21 Table of figures Figure 1: logo Figure 2: 10 Figure 10 Figure 21 Figure 21 Figure 6: Gem Cafe 22 Figure 7: Gem lobby 22 Figure 8: Gem lobby 23 Figure 9: Gem lobby 23 Figure 10: Gem car park 24 Figure 11: 24 Figure 12: pollux hall 25 Figure 13: pollux hall 25 Figure 14: Pollux floor flan 26 Figure 15: VIP meeting room .26 Figure 16: floor plan vip meeting rooms 27 Figure 17: a fashion show at castor hall 27 Figure 18: castor hall 28 Figure 19: castor floor plan 28 Figure 20: a weeding at saltus 29 Figure 21: papyrus hall .30 Figure 22: sol hall 30 Figure 23: era hall 31 Figure 24: apus hall 31 Figure 25: lungo hall 32 Figure 26: rooftop floor plan 32 Figure 27: the log restaurant .33 Figure 28: the log restaurant .33 INTRODUCTION Currently, the F&B industry in Vietnam is thought to have a lot of promise and has grown to be a significant service industry internationally Furthermore, as the Vietnamese people's average income has climbed as a result of economic progress, their demand for food has increased as well This is a long-term foundation for attracting investors and enterprises Although there are numerous food enterprises in Vietnam, the restaurant and hotel industry is still relatively new and has not been properly utilized; nonetheless, the most of them are tiny, retail, and amateurish Furthermore, Fine Dining restaurants make up only 3-5 percent of the total number of restaurants on the market As a result, given the benefit of profit margin, this is an area worthy of consideration However, the Covid-19 pandemic had a severe detrimental influence on the worldwide economy from spring vacation through summer break in 2019 Because governments around the world have established laws restricting domestic and international flights to regions, closing borders, and limiting social contact, Covid-19 has interrupted a number of trip plans, vacations, and especially food demands Airlines, restaurants, and hotels have lost billions of dollars as a result of the disease's containment, and millions of workers in the hospitality business have gone bankrupt or lost their jobs Although the raging Covid-19 epidemic has seriously harmed the Hospitality industry, the later developed Hospitality industries have more prospects to penetrate the economic market At the end of this internship, I've gained a lot of experience as well as recognized my own advantages and disadvantages, as well as gaps in my work, allowing me to grow and learn more in order to be able to open an appropriate restaurant CHAPTER 1: INTERNSHIP PLACEMENT PROFILE 1.1 Affiliation of the company to the group & location The GEM center is headquartered at 08 Nguyen Binh Khiem Street, Dakao Ward, District 1, Ho Chi Minh City, Viet Nam Figure 1: logo Tel: +84 911 7070 | Fax: +84 911 7575 Personal Event Consultant: +84 98 997 3838 Email: info@gemcenter.com.vn Facebook: https:// https://www.facebook.com/gemcenter.com.vn Website: www.gemcenter.com.vn 1.2 History and development PQC Hospitality, PQC Hotel & Restaurant Joint Stock Company, Truong Xuan PQC Joint Stock Company, Van Xuan PQC Joint Stock Company, and PQC Convention Company are all part of the PQC Group The restaurant industry, as well as the center for organizing conferences, weddings, and events in Ho Chi Minh City, is PQC Group's core focus The PQC Group owns some of Saigon's most well-known businesses, including the White Palace convention center, W Gourmet – a high-end processed food brand, GEM Facility – a conference, event, and performance center, and The LOG Restaurant The GEM Center Convention Center, White Palace, The Log Restaurant, and W Gourmet are all owned by PQC Convention Joint Stock Company 1.3 Field of activity main types of events at Gem Center are corporate events and personal events, beside that performances are also available  Corporate event: conference, seminar, Trade fairs, Business event, Conventions, Marketing events, Promotional events, Brand and product launches, …  Personal event: wedding event, birthday party, family meeting, friends meeting, anniversary, full month birthday party, …  Performances: art performance, musical performance, fashion show, … 1.4 The infrastructure The Gem Center Conference Center, which has a usable area of 10,000 m2 and a capacity of 6,000 guests, was officially opened in 2014 and consists of seven floors located in the heart of District at Nguyen Binh Khiem, Da Kao ward, HCMC It can meet all event requirements for all types of conferences, exhibitions, performing arts, and banquet service Gem Center offers a multi-functional facility that includes two halls that can be divided into eight smaller halls, two VIP meeting rooms, seven attractively designed functional spaces, and an outdoor garden on the roof terrace  grand pollux and castor halls with a total area of 1719 m2 and a maximum capacity of 1800 guests, appropriate for large events such as weddings, premieres, art performances, etc ;  vip meeting rooms with a total area of 58 m2 and a maximum capacity of 20 people, suitable for private meetings  For outdoor events, the Saltus lobby, with a 680 m2 area for up to 500 visitors and a mystery forest theme, must be mentioned;  Era hall, with a 430 m2 area, is appropriate for events of up to 300 people, comparable to Sol hall for events of up to 200 people  Papyrus for less than 100 people, Lungo for less than 50 people, or Apus and Zino for up to 30 people are good options for parties that require more privacy and warmth  In addition, you can have an a la carte dinner or buffet in a romantic setting at The Log restaurant on the top level of Gem Center  Gem Cafe on the first floor is one of the possibilities when you need a place where to meet partners, friends to enjoy coffee and snacks Figure 2: Figure 10 APPENDIX Figure Figure 22 23 Figure 6: Gem Cafe Figure 7: Gem lobby 24 Figure 8: Gem lobby Figure 9: Gem lobby Figure 10: Gem car park 25 Figure 11: Figure 12: pollux hall 26 Figure 13: pollux hall 27 Figure 14: Pollux floor flan Figure 15: VIP meeting room 28 Figure 16: floor plan vip meeting rooms Figure 17: a fashion show at castor hall 29 Figure 18: castor hall Figure 19: castor floor plan 30 31 Figure 20: a weeding at saltus 32 Figure 21: papyrus hall Figure 22: sol hall 33 Figure 23: era hall Figure 24: apus hall 34 Figure 25: lungo hall Figure 26: rooftop floor plan 35 Figure 27: the log restaurant Figure 28: the log restaurant 36 ... discussion successfully in order to avoid errors and learn from this report and other reports in the future I''m looking forward to receiving the instructor evaluations The data in the tables of analysis,... numerous flaws, resulting in inadequate service quality I would like to propose some solutions to improve the performance of employees at the Gem Center convention center in order to contribute more... well together in the process of serving the party, such as preparing dishes, cleaning dirty dishes, and so on 19 CONCLUSION Gem Center is proud to be the location for the celebration of a leading