Intership report vinpearl resort spa phu quoc

ĐẠI HỌC QUỐC GIA TP HỒ CHÍ MINH TRƯỜNG ĐẠI HỌC AN GIANG KHOA NGOẠI NGỮ  INTERSHIP REPORT VINPEARL RESORT & SPA PHU QUOC INSTRUCTOR: FULLNAME: STUDENT ‘S CODE: CLASS: ACADEMIC YEAR: LY THI THANH TRUC NGO THI VIET TRINH DTA197084 DH20TA1 2022-2023 An Giang, 1st April, 2023 ACKNOWLEDGEMENT First of all, I would like to thank An Giang University for creating conditions for me to practice in a professional environment to help me gain practical experience The past two months of internship for me are not only useful experiences but also memorable memories of the last days of student life During my internship at Vinpearl Resort & Spa, I learned the working style of Vinpearl staff, was taught and trained by many good lessons from seniors, managers, and general managers, and listened to experiences from it was a precious and memorable time, especially very useful for my work in the future I would also like to thank the Vinpearl Resort & Spa facility for welcoming and training us during the internship Enthusiastic help and support from managers as well as official employees who are also studying and working at "Seashell" restaurant And I would also like to thank the teachers in the Foreign Languages Department of An Giang University for their interest and enthusiasm in guiding us during our internship in Phu Quoc Accordingly, I would like to sincerely thank my instructor, Ms Ly Thi Thanh Truc She helped me a lot during my internship In the first few days, I had a little difficulty in getting used to the new environment and was about to give up, but she promptly cared, asked and encouraged me a lot I am very grateful to her Finally, I would like to thank my family and friends for always encouraging me to complete my first and last internship as a student Thank you very much TABLE OF CONTENT LIST OF PICTURES ABSTRACT The main objective of the report is to describe in detail the eight-week internship at Vinpearl Resort & Spa Phu Quoc The report consists of three main parts: Chapter Learn about Vinpearl Phu Quoc Resort Chapter Activities, achieved results, advantages and disadvantages during the internship Chapter Conclusion and recommendations for Vinpearl Resort & Spa, AGU, FFL and students of the following courses For the first time in the restaurant environment, working and experiencing the activities at the restaurant, because of the limited time and personal experience, this report still contains many errors I hope to receive feedback from teachers so that I can learn more experiences and complete the report better Thank you sincerely! CHAPETR 1: VINPEARL AND VINPEARL PHU QUOC OVERVIEW On the journey of constantly striving to create miracles and build the number one resort and entertainment brand in Vietnam, Vinpearl has marked its presence throughout the S-shaped strip of land, bringing millions of trips for Vietnamese people and contribute to bringing the beauty of Vietnam to the world In particular, the three complexes of Vinpearl Nam Hoi An - Vinpearl Nha Trang - Vinpearl Phu Quoc converge "unprecedented" projects from resorts, cuisine, shopping, entertainment to professional meetings, promises to bring a world of thousands of experiences to all customers Vinpearl's current products include:  03 populations  34 hotels  17,759 hotel/villa rooms  04 Amusement parks  04 golf courses  02 Safari & River Safari Vinpearl is the largest brand of tourism - resort - entertainment services in Vietnam Vinpearl owns a chain of hotels, resorts, spas, conference centers, 5-star cuisine and golf courses, and international-standard entertainment areas located in the most famous tourist attractions of Vietnam With 18 years of continuous development, 45 facilities under the Vinpearl brand are present in 17 provinces and cities nationwide with a capacity of over 18,500 hotel rooms and villas, theme parks and amusement parks, parks to preserve and care for semi-wild animals, golf courses, which are expected to continue to expand in Vietnam and around the world in the near future Vinpearl brand family 1.1 Vinpearl's History And Development The history of Vinpearl has gone through many stages Initially, Vingroup's predecessor was Technocom company, this company was established in 1993 This is a company specializing in the production of instant noodles By 2000, Technocom Group invested in fields such as hotels, real estate and trade and finance… in Vietnam through two joint stock companies, Vincom and Vinpearl In which, Vincom was officially established in May 2002 with the full name of Vincom Joint Stock Company, formerly known as Vietnam General Trading Joint Stock Company Vinpearl was established in July 2001 with the full name of Vinpearl Joint Stock Company, formerly known as Hon Tre Tourism, Trade and Service Investment Development Co., Ltd In early 2012, Vincom and Vinpearl merged into Vingroup, operating with four main brand groups Including Vincom (Real Estate), Vinpearl (Tourism – entertainment), Vinmec (High quality medical services), Vincharm (Beauty and health care) Accordingly, Vinpearl is one of four key brand groups of Vingroup It is known as the largest resort and entertainment service brand in Vietnam With more than 15 years of development, Vinpearl currently has 43 facilities with a capacity of up to 17,000 rooms nationwide with 5-star standards 1.2 Location Phu Quoc (Kien Giang) is a wonderful island chosen by the investor VinGroup as a place to stop and invest This island has beautiful beaches, rich nature, socioeconomic development The synchronous infrastructure development and investment attraction policies have held VinGroup until now 1.3 Scale The complex of Vinpearl Resort & Villas is divided into many different categories such as: villas, hotels, amusement parks, golf courses, Safari areas, In which, the most prominent is the system of resorts and villas It is divided into several zones and each place has its own distinctive markings Vinpearl Resort & Spa Phu Quoc - Name: Vinpearl Resort & Spa Phu Quoc - Rating: stars - Investor: Vingroup Group - Address: Bai Dai area, Ganh Dau commune, Phu Quoc city, Kien Giang province - Phone number: (84+)297 355 0550 - Website: http://vinpearl.com/ - Email: res.VPRSPQ@vinpearl.com Vinpearl Resort & Spa Phu Quoc was officially opened on November 1, 2014 Design idea: to build a 5-star resort complex with bold Asian characteristics with a red tile roof design highlighting the complex of Vinpearl Phu Quoc Vinpearl Resort & Spa Phu Quoc includes buildings, Coral and Ocean with a total of 605 hotel rooms, 20 villas with 3-4 bedrooms accommodating up to people and presidential villa This is also the area I was assigned to practice Vinpearl Resort & Spa có tất khu vực phục vụ dịch vụ ẩm thực cho du khách Với mong muốn khách sử dụng dịch vụ cách thuận tiện Seashell Restaurant Open time:  Breakfast: 6:00 – 10:30  Lunch: 12:00 – 14:00  Dinner: 18:00 – 22:00 Type of cuisine: Buffet Nemo Restaurant Open time:  Breakfast: 6:00 – 10:30  Lunch: 12:00 – 14:00  Dinner: 18:00 – 22:00 Type of cuisine: Buffet Pepper Restaurant Open time: 18:00 – 22:00 Type of cuisine: Àlacarte Pearl Lounge Café Open time: 07:00 – 23:00 Type of cuisine: Drinks and snacks Sim Bar Open time: 09:00 – 23:00 Type of cuisine: Drinks and snacks Seaview Café Open time: 07:00 – 23:00 Type of cuisine: Drinks and snacks Vinpearl Resort & Golf Phu Quoc Contrary to the Asian style of Vinpearl Resort & Spa Phu Quoc, Vinpearl Resort & Golf Phu Quoc attracts customers thanks to the luxurious beauty of classical European architecture Vinpearl Resort & Golf Phu Quoc opened on October 31, 2015 with 381 hotel rooms and 181 villas with 2-4 bedrooms This is a great choice for customers who love a peaceful resort space or want to hold a party at a large swimming pool and beach Vinpearl Discovery Phu Quoc It can be said that Vinpearl Discovery Phu Quoc is a high-class resort when the entire area is a coastal villa with a private pool, catering for large families or groups of friends who prefer privacy Vinpearl Discovery Phu Quoc is divided into zones:  Vinpearl Discovery 1: Including 211 villas with 2-4 bedrooms and 02 presidential villas Each villa here has a spacious garden overlooking the sea, suitable for a wide range of customers from honeymoon couples, to groups of friends or families who love to explore  Vinpearl Discovery 2: Including 225 villas with 2-4 bedrooms This is the ideal check-in place for groups of dynamic young people, or groups of tourists who are on a long vacation and love exciting sports activities on the beach  Vinpearl Discovery 3: This can be considered the most unique design villa area when the villas here are built along the mountainside and gradually descend into the sea, providing a connecting space between the green forest and the relaxed sea This area includes 187 villas with 2-4 bedrooms 1.4 ORGANIZATIONAL STRUCTURE OF THE MANAGEMENT APPARATUS OF VINPEARL RESORT & SPA PHU QUOC At the top is the General Manager who is responsible for overall service quality, facilities, asset management, people, revenue control for the entire Resort Restaurant Manager: - Proposing recruitment of titles for the restaurant department Participate in the selection and training of new employees Organize and guide staff according to the professional standards of the restaurant Organize the evaluation of training and probationary results Schedule work for employees on a weekly basis and make adjustments as they arise Arrange for staff to the work Evaluate employee performance and capacity periodically Organize to comply with the regulations on human resource management of the company - Directly sign for approval of daily food import related to affiliated departments - Directly check and sign for confirmation of the warehouse delivery request Monitor the number of tools, equipment and assets monthly, explain to the total management the amount of damage and loss - Directly handle damaged dishes Sign the transfer slips of property, food, dishes Directly deal with customer complaints Organize the monitoring and evaluation of customer satisfaction according to company procedures General management report on settlement results - Solve daily related problems Mobilize employees to the job Organize a meeting at the beginning of the shift to guide and convey information to employees Organize the implementation according to the requirements and directives of the General Manager Develop an operational plan for the restaurant department and organize its implementation - Coordinate with other departments to perform the work Organize a supervisory mechanism and directly supervise the implementation of the restaurant's guidelines and standards Report the results of daily events to the general manager Proposal to improve restaurant operations Restaurant manager: - Check and evaluate the service standards of the restaurant, Monitor the adjustment process to meet the requirements Allocate and assign work to employees Directly assist staff in performing the first shift work Directly control all customer service activities in the restaurant - Supervising, reminding and guiding the staff to perform the work Directly deal with customer complaints and inquiries Supervising staff to perform end-of-shift tasks Check the condition of the restaurant before returning and hand it over to the next shift Service staff: In the restaurant's service staff, there are also many small departments that perform different tasks to serve customers dining at the restaurant 1.5 Dresscode Regulations on appearance when working: - The hair will have to be neatly tied up - We will have to wear uniforms when going to work including:  Shirt in red, with a pattern in the middle of the shirt and sleeves  Black pants  Black closed-toe shoes, black socks  Aprons, nameplates Vinpearl will provide employees with shirts and aprons during working time CHAPTER 2: ACTIVITIES, ACHIEVED RESULTS, ADVANTAGES AND DISADVANTAGES DURING THE INTERNSHIP 2.1 Intership Activities: Service staff is divided into many departments and each department is in charge of a separate segment The departments can be mentioned as:  Waiter, waitress: serving customers during the restaurant's operating hours according to the job list and the restaurant's standards Prepare tools and equipment to be ready to serve customers, arrange and tally all the tools, tools, and assets of the restaurant on a daily basis Maintain the image, reputation and service standards of the restaurant, always comply with the standards, regulations and procedures of the restaurant Coordinate and support other employees in the same department to perform tasks  Hostess: the restaurant's receptionist is responsible for welcoming, receiving guests, introducing guests to the restaurant and inviting guests to the table  Buffet man: a person who specializes in preparing utensils for guests to use when eating buffet, arranging buffet counters so that they are clean, beautiful and luxurious to ensure the highest service quality  Barcounter: a person who is responsible for setting up a drink counter to serve guests during the buffet at the restaurant  Runner: a person who is responsible for pulling the cart containing the tools used by the customer, which is moved in by the service staff to wash Besides, the runner is also responsible for filling the water bottles in the station area for the waiter and waitress to fill the glasses set up on the table before it's time to serve guests and count the number of napkins that day Working process of the position of F&B * Before shift: For buffet service, usually the hotel will have working shifts such as Morning shift:  M5: From 5:00 to 13:00  M7: From 7:00 a.m to 3:00 p.m  M8: From 8:00am to 4:00pm  M9: From 9:00 am to 5:00 pm Afternoon shift:  A3: From 15h00 to 23h00 Require interns to arrive 10-15 minutes before the shift to correct their appearance, view the assignment table and prepare before the shift The main staff arrives 20 minutes early to timekeeping and prepare the appearance  Preparation process before the shift: Employees will be transported by tuk tuk (Vinpearl's electric car) to work at the bus station in the dormitory 40 minutes before the shift When they arrive at work, FB employees will go to the office building to make timekeeping, then move to the restaurant Because the restaurant is located in the lobby where guests are welcome, staff will not be allowed to enter the main lobby but take a detour to the back entrance of the restaurant When they arrive at work, employees will first see a "tab" - this is a detailed job assignment sheet that helps employees know what work they will that day  Work at the beginning of the shift: At the beginning of the shift, there are usually guests who have not arrived (the restaurant opens at 6:00), so the staff will tasks such as cleaning glasses, wiping knives and forks, cleaning dishes, cleaning cups, folding towels, and cleaning restaurants and workplaces…  Buffet line: This is a seemingly easy job, but it's actually the hardest and longest, because the staff will have to be in charge of cleaning the entire buffet in the restaurant from plates, teacups, two-handled cups, chopsticks, soup spoons, dessert spoons, bowls of pho, plates, etc In addition, the buffet line will take care of checking the buffet counter, which is to observe, clean, and set up the buffet counter during the reception process Therefore, this job depends on the number of guests, there will be 5-6 people  Clear car: If assigned to this job, the employee will have to the following jobs: clean the trolley before pushing to the station, always listen to the radio to receive instructions to clear the car for others At the end of the shift, the staff will clean the trolley and empty the garbage, at the lunch and dinner buffet, the staff will have the extra task of changing the filtered water bottles to serve guests Usually, this job will be assigned to male friends  Customer service: For buffet restaurants, supervisors will assign staff to areas A, B, C, D to serve customers During the meal, the staff will stand from afar, ready to assist when guests need it When the customer is finished, the staff member holds a clean round tray and goes to the table to greet the guest with "Hello Vinpearl" and then ask the customer's permission to remove the items that the guest has finished eating Then bring it to the "station" in the area where you work to put things in the trolley, when the trolley is full, contact your friends to clear the cart to push it into the Steward  Upselling: Upselling staff will be official employees, they will hold the menu, or the monthly promotions to go around the restaurant to introduce guests to dining, and to let customers know more about the services at the restaurant Vinpearl, has just increased revenue for the restaurant  Barcouter: The buffet counter would not be possible without the water counter, the staff in charge of this job will the following tasks: making tea, coffee, filling ice, filtered water, hot water, teas, and all kinds of sugar on display counter, in charge of filling juice, glass of juice for guests * End of pick-up time: When the guests have left, all items on the buffet counter will be cleaned and removed, at this time the kitchen staff will come and put the food in the trolley into the kitchen area, the steward staff will be in charge of cleaning Disinfect the buffet counter, the buffet line staff will collect all the items such as plates, tongs, and at the same time fill more plates and cups under the counter This will be the end of the shift, so the staff will clean up the workplace, clean up the things (clean the glasses, clean the buffet) and prepare to leave the shift Besides, I was also arranged by the manager to work in the Banquet department Banquet is a division under the F&B division (Food & Beverage), in charge of organizing conferences, meetings, parties, for customers For conferences, it is necessary to prepare necessary items such as audio equipment, projectors, screens, pens, paper, fresh flowers, mineral water and arrange them according to the layout that customers love bridge For parties, you will have to prepare glasses, knives, spoons, forks, cups, forks, and you have to clean them with hot water before setting them up 2.2 Achieved Results Must learn with practice That's right! If An Giang University gave me professional knowledge about "studying", initially, Vinpearl Resort & Spa Phu Quoc gave me the opportunity to "practice" Although there are things that don't sound like theory much, it requires us to be agile and flexible in all situations In addition, it is necessary to understand the process to avoid errors, to have an observation so that if there is a problem, it will promptly handle the situation Moreover, it is necessary to quickly adapt to the working environment and intensity of the hotel environment Two months at Vinpearl - a period of time that is neither long nor short, but it has helped me cultivate many things not only in knowledge but also in attitude and professional style I knew before - during - after the shift what to do, how to it and how to coordinate with brothers and sisters and colleagues to achieve the best results at work Besides, with the internship position of F&B, it requires an intern to a lot of work in one shift, so I also know how to arrange time and work properly to avoid wasting a lot of time, avoid omitting work affecting the next shift I consider myself lucky to be able to practice at Vinpearl Resort & Spa Phu Quoc because here I learn so many things, after each shift, we can stay and train with the managers, brothers and sisters She told us the mistakes we often made and corrected us, moreover, Vinpearl also launched the movement to learn English every day, helping us to hone our foreign language skills, along with that we were taught how to serve wine, how to read wine bottles, how to set up tools, how to make coffee… In the process of working, problems arise are inevitable Here, I have witnessed how the brothers and sisters there handle situations that arise Since then, I have also learned how to handle situations quickly, flexibly and professionally, avoiding affecting customers as well as the hotel After a 2-month internship at the F&B department of Vinpearl Resort & Spa Phu Quoc, I have had the opportunity to experience and learn about the work at the hotel as well as accumulate more experience in service delivery in the future 2.3 Advantage During the internship period, the restaurant gave me a lot of advantages in the process of working and learning and achieved a lot of success I receive dedicated and thoughtful guidance from the internship instructors, when I don't understand or have questions about the work, the instructor always helps and gives directions to solve problems In particular, the company does its best to create conditions for students to practice, assign appropriate jobs, support students with knowledge and skills at work, organize for participants to learn and gain valuable experience Besides, I also have the opportunity to work in a dynamic and creative environment with dynamic, experienced and enthusiastic young people who motivate and inspire me to complete the work well The restaurant's facilities are fully invested and arranged in a scientific and modern way, creating a work environment that is not boring 2.4 Disadvantage Besides the advantages, during the internship period, I also encountered some difficulties as follows: Pressure due to change in environment: in the first days of entering, I still had a lot of surprises and was not familiar with the working environment, so I felt too extreme and I intended to give up, but thanks to Ms Truc's encouragement, My parents and supervisor helped me get through that difficult period Time pressure: Because when going to work, you have to go at least 40 minutes earlier than the company's regulations to catch the bus to work on time Therefore, adjusting the schedule so that it is reasonable and balanced is quite difficult from the first days Besides, the food cooked in the dorm's canteen and the workplace is not to my taste Therefore, I can't eat much and it affects my health a lot KẾT LUẬN CHUNG Hiện nhà hàng cố gắng đẩy mạnh hoạt động kinh doanh cảu nhà hàng, khơng giúp cho tiện dụng q trình sử dụng dịch vụ khách mà làm nâng cao thương hiệu nhà hàng Đặc biệt, loại hình kinh doanh buffet cành trọng phát triển cao nhất, nguồn mang lại doanh thu, đồng thời giúp cho khách hàng thoả mãn nhu cầu muốn giao lưu văn hoá vùng miền khác nhau, với số lượng ăn đa dạng phong phú Vì để thu hút nhiều khách đến nhà hàng thời gian tới, để giữ chân khách hàng cũ nhà hàng, nhà hành nhà hàng The White cần nâng cao quy trình phục vụ tiệc buffet cần thiết Để làm điều đòi hỏi trình nghiên cứu thay đổi nhiều cần nổ lực lớn toàn nhân viên Trong trình thực tập nhà hàng nhà hàng The White, em tìm hiểu thực trạng quy trình buffet sáng nhận thấy quy trình nhà hàng tốt, sở vật chất đại, ăn phong phú góp phần thu hút khách đến với nhà hàng Tuy nhiên nhà hàng số hạn chế cịn tồn khơng có phận kiểm soát dụng cụ sau tiệc, chưa đảm bảo chất lượng ăn, Bằng kiến thức em học trường kinh nghiệm ngắn thời gian thực tập anh chị nhà hàng giáo viên hướng dẫn giúp đỡ, chương em đề xuất số giải pháp quy trình phục vụ buffet sáng nhà hàng nhà hàng The White cần nâng cao tay nghề nhân viên, đặc biệt nhà hàng cần nâng cao ăn, tạo uy tín cho nhà hàng, với xã hội sức khoẻ người phải luôn đặt lên hàng đầu  sau Steward: nhân viên dọn vệ sinh rửa lại công cụ dụng cụ