Đây là tài liệu về Giám sát khách sạn (khách sạn đc chọn khảo sát là Hôtel du parc Hanoi). nội dung: giới thiệu 1 quyển sách về nghệ thuật quản trị và đánh giá nội dung trong môi trường khách sạn cụ thể. Hi vọng tài liệu này giúp ích cho các bạn trong quá trình học tập. SUPERVISION IN THE HOSPITALITY INDUSTRY ORIENTATION A. INTRODUCTION: 1 B. CONTENT: 2 I. BOOK SUMMARY: 2 1. Introduction of the book: 2 2. Content summary: 3 3. Lesson learnt and recommendations for future supervisors: 5 II. INTERVIEW WITH A SUPERVISOR: 7 1. Introduction: 7 2. Job experience sharing 11 3. Lesson learnt and recommendations for future supervisors: 20 C. CONCLUSION: 21 D. APPENDIX: 22 E. REFERENCE: 22
HANOI OPEN UNIVERSITY FACULTY OF TOURISM SUPERVISION IN THE HOSPITALITY INDUSTRY ORIENTATION LECTURE: …………………………………………… CLASS: ………………………………………………… MEMBER OF GROUP….: ……………………… ……………………… ……………………… ……………………… ……………………… Hanoi, 2020 TABLE OF CONTENTS A INTRODUCTION: B CONTENT: .2 I BOOK SUMMARY: Introduction of the book: .2 Content summary: 3 Lesson learnt and recommendations for future supervisors: .5 II INTERVIEW WITH A SUPERVISOR: Introduction: Job experience sharing 11 Lesson learnt and recommendations for future supervisors: 20 C CONCLUSION: 21 D APPENDIX: 22 E REFERENCE: 22 Page | A INTRODUCTION: In this Supervision in the hospitality industry course, our group research about the leadership book named “ SQUAWK! How to stop making noise and start getting results” and a Supervisor of Food& Beverage at Voyage Restaurant in HƠTEL du PARC HANỌ The purpose of this assignment is to have more knowledge, understanding more about orientation experiences to become a good supervisor in the future This assignment can be seen the largest assignment of our group from part to now, so to complete this assignment, we went to the hotel to interview the Supervisor of Food& Beverage at Voyage Restaurant – Tran Thi Hong Hanh to get the detail information about the responsibilities and daily work of a restaurant supervisor and learn more about their job orientation at work, besides knowing some useful experiences and experiences of the leader This report is mainly focused on the orientation of the supervisor In addition, we present a number of situation about orientation in the hotel industry, from which to draw lessons and advice for future supervisors We divide our assignment into two main part: the first part is about the leadership book and the second one is about the supervisor We would like to give our sincere thanks to Ms Tran Thu Phuong - the teacher in charge of the Hotel Supervision Department, for your dedication to teaching and guiding, helping us gain a useful amount of knowledge to complete the lesson Besides, we are extremely grateful for the help of the Hotel Du Parc Hanoi to give a chance for our group to go to the hotel, meet and interview the supervisor directly to collect necessary information We commit that this assignment is due to the students' interview combining with the knowlegde, not the product of copying Page | B CONTENT: I BOOK SUMMARY: Introduction of the book: a) Author: o Dr Travis Bradberry is the founder and chairman of the TalentSmart Awards, a lifelong international consultant dedicated to the scientific research of personal excellence and running a company serving more than 75% of the 500 Fortune company o He has produced books: Character Coding, Emotional Intelligence Profiles, and his works are published by leading publishers such as Newsweek, Fortune, Forbes, Fast company, The Harvard Business Review, Newsday and Washington Post His bestselling books have been translated into 25 languages and are available in more than 150 countries o He is a world-renowned expert in emotional intelligence who speaks regularly in corporate and public settings Page | o Dr Bradberry holds a Dual Ph.D in Clinical and Industrial-Organizational psychology He received his bachelor of science in Clinical Psychology from the University of California - San Diego b) SQUAWK! How to stop making noise and start getting results (Three mistakes that prevent you from becoming a leader) o Publish: The coppyright 2008 by Dr Travis Bradberry Vietnamese copyright 2010, 2014 by Thai Ha Book Joint Stock Company o This book is one of the most interesting books about leadership art It offers philosophies through the telling of short stories that make it easily accessible to readers This is a worth reading book for anyone a light, fun book that contains a valuable leadership lessons o Through its short stories about the seagull manager, the book is both entertaining and outlines the common flaws that the leaders often have to face Thereby, it gives some advices and profound lessons on how to lead properly Content summary: a) Summary “SQUAWK! How to stop making noise and start getting results” is a light, cheerful parable that gives us the right insights that we should learn and follow, not just a work book like many others The book consists of chapters and is divided into main parts Part writes about a parable about Charlie's leadership - a very kind leading albatross Before that, he successfully led his seagulls But when faced with the challenges that arise, he did not Page | understand that his management style inhibited, inhibited, not motivated everyone in the group On the other hand, look at the panoramic view of the birds close to Charlie: an overconfident Scott, a taciturn Maya, a realistic Yufan, a shy skinny and skinny Alfred They are the birds that are close to the leader who recognize Charlie's problem, and are always there to help the leader When troubles broke out, Charlie fell into a stalemate, then thanks to the help of the old turtle Oscar and his partners, Charlie led his herd to overcome the difficulties We will find that they and all the rest of the team work hard to solve the problem, while trying to study, applying the three habits of a great leader and employees This humorous and profound language will help us to be more productive, not mess things up, and be able to work more effectively with colleagues, even if they are the ones who complain loudly all the time in the day The remainder of the book focuses on two exemplary managers The first thing is the three essential virtues of a great manager; the three essential qualities of a good manager are intricately interconnected, with effective communication being central to a manager's efforts, helping the manager realize that what they need to is support employees, not just asking them what to The second content is the cost of management "seagulls", that will make employees feel pressured and not want to stick with the business From the stories and knowledge in this book, readers rely on it to recognize their type of leadership and draw lessons that bring success to the business b) Part particular: Chapter & 8: In these chapter, Mr Travis Bradberry has helped readers distinguish between talented managers and seagull managers through the Charlie's story Charlie's story demonstrates the simple fact that any manager can control employee growth trends and change the work environment A great manager will know how to lead his employees, helping them to perform to their best potential Those three virtues are the must-have of a talented manager, as opposed to the "seagull" manager who only makes riot, whines and then leaves Page | Those three essential virtues include: o Set clear objectives: Make sure all the employees' efforts are put into doing the right thing and the right direction This means knowing what to expect from your employees and how their performance will be evaluated in the future, as well as reaching agreement and commitment to work as intended There is a big difference between telling people what to expect from them and making sure what they is recognized o Effective communicate: Observe how employees talk and work, then talk openly with them about their work Manager's interactions with employees impart suggestions, guidance, and perceptions that help them succeed Communication is effective when it is done regularly and in a language that everyone can understand o Rewarding the staff at the right time: Pay attention to your employees' abilities, praise them as often and clearly as you would when making constructive comments Timely rewarding takes the team to the new level by positively sustaining successful efforts and redirecting misbehaviors Next, the author gives the results of the "seagull" management "Seagull" management is an increasingly common phenomenon in the workplace People may join companies, but they will leave bosses No one influences an employee’s morale and productivity more than his or her supervisor Lesson learnt and recommendations for future supervisors: a) Lesson learnt: Through “SQUAWK! How to stop making noise and start getting results”, we will help us understand how to become a successful manager, the difference between a Successful manager and a “Seagull” manager,… A Successful manager is someone who holds three habits of action These three habits are the three must-have qualities of a great manager: clear goals, effective Page | communication, and timely reward, in stark contrast to the three outstanding characteristics of a “Seagull” manager’s logic: riot, lament and leave If you are really a good manager, when your employees wrong, you will not mess up, yell at them, express the attitude that stresses the team, which not only cannot solve the problem, but also makes relationships with employees in the company in trouble What you need to is guide people in the right direction from the start, assure them that all expectations, all results will be met Therefore, the first virtue that a Successful manager needs is to set clear goals, set out the requirements you need from employees and evaluate their performance In addition, it is important to understand the employee's wishes and make sure what they is recognized During the meeting, the “Seagull” manager will only leave complaints, discomfort between staff and managers But a talented manager is able to maintain rhythm thanks to effective communication strategy The second quality that a talent manager needs is effective communication, with subtlety, a sharp observation in how to communicate with employees will make employees on the right track, helping them work more effective Communication is effective when it is done regularly and in a language everyone can understand And finally, while "seagulls" managers only scold and ignore employees when having problems, Successful managers know how to reward on time, if his staffs well they will be rewarded and if they not well, they will be reminded and take remedial measures, encourage the morale of employees and work with them to create the best working team Timely rewarding takes the team to a new level by maintaining the successes achieved, promoting the strengths and improving weaknesses, redirecting improper efforts These three virtues are both important and must have if you want to be a successful manager, be a support person, give your employees goals, orient them and make them come up with solutions to solve themselves problems at work b) Recommendation for the future supervisors: Page | The Vietnamese title of this book is also the most useful advice: "Don't shout at the staff”-“Đừng quàng quạc vào mặt nhân viên” A good manager is not someone who always yells at employees and makes them their own thing without being instructed, directed or questioned, a great manager is someone who has the ability to lead their employees to their best and make them the most satisfying - those who hold three habits of action Therefore, in order to be a great supervisor, you need to firmly grasp leadership habits Those three habits, as Charlie discovered through this story, is the contrast with three striking traits of a seagull manager: riot, whine, and go So what are the qualities you need to have in your mind: • Oriented work for your staffs: You need to figure out exactly what to before you want it done • Regular communicate with staffs to understand your employees: If you are not communicating, then you are not maintaining your job Observe what your employees say and do, communicate openly with them about their work Manager's interaction with employees helps convey resourcefulness, while guiding them and helping them realize to complete their work well • Regularly encourage your employees and praise them in time: That helps to encourage them to stand with you and give their best to their work II INTERVIEW WITH A SUPERVISOR: Introduction: a) Profile of the supervisor: Full name: Tran Thi Hong Hanh Year of birth: 1984 Current position: Supervisor of Food& Beverage at Voyage Restaurant in HƠTEL du PARC HANỌ Working experience: Having worked in the hotel management industry from 2004 to now Has been working at HÔTEL du PARC HANOÏ for more than 16 years Page | In 2008, she was appointed to the position of supervisor of F&B at HƠTEL du PARC HANỌ Has been a supervisor for 12 years with rich experience in solving problem Regularly a representative of F&B department participating in training and orientation programs in the hotel Responsibilities: Delivery of jobs in the restaurant, arrange jobs for employees and arrange office jobs in the restaurant Training for employees in restaurants and hotels, regularly check the knowledge of dishes, wine, promotion of the hotel Supervise goods and products supplied, track, record and report complete documentation Optimize employees' activities, ensure employees their jobs well The middleman who moves decisions and duties from top management down to employees, coordinating them in the right direction Increase the ability to work in groups, observe to know the strengths and weaknesses of each person, assign them the job position to promote their strengths and improve their weaknesses Contact details Phone number: 0904431413 Email: hanhhong7122@gmail.com b) Introduction of the property: Name: Hotel du Parc Hanoi Location: 84 Trần Nhân Tông, Quận Hai Bà Trưng, Hà Nội, Việt Nam Brief history: Page | Located in the heart of historic Hanoi, HÔTEL du PARC HANOI is within historical precincts of Hanoi and in walking distance to several city attractions, such as Thien Quang Lake, Thong Nhat Park, the city’s Old Quarter and Hanoi Railway Station HƠTEL du PARC HANỌ (formerly Hotel Nikko Hanoi) was started construction on December 2, 1996, after nearly years of construction, under the control and design of Kitano Construction Corporation Japan The hotel was designed and built to meet the international standards of 5-star hotel, with Japanese architecture August 1998 was the official grand opening of the hotel Hotel owning company KCC Hanoi Plaza signed a contract with Okura Nikko Hotel Management Group to operate a hotel as Hotel Nikko Hanoi For consecutive years of 2001, 2002 and 2003, Nikko Hanoi Hotel is voted as one of the most representative hotel in Vietnam by Vietnam National Administration of Tourism From January 1, 2019, Nikko Hanoi Hotel has officially renamed as HÔTEL du PARC HANOI and is managed by Plan.Do.See Inc, this Japanese company has developed and operates many hotels, restaurants, wedding centers from all over the world like Japan, USA, Thailand,… Page | Facilities and services: Rooms: - HƠTEL du PARC HANỌ offers 256 generously sized and beautifully decorated guest rooms - All of the rooms are spacious, bright and well-maintained with a beautiful view of the Thong Nhat Park or city - HƠTEL du PARC HANỌ is proud to be the first 5-star hotel accommodated with Japanese quality facilities such as 100% modern shower toilet in the bathroom - Including room types: + Deluxe + Park View Deluxe + Grand Deluxe + Executive + Park View Executive + Executive Suite + Presidential Suite - The rooms are fully equipped with modern amenities; each room will have more advanced services to serve the needs of customers - High requirements for perfection in room quality and service according to Japanese standards, so the hotel always makes customers feel satisfied, respected and cared for Restaurant: - Guests can either enjoy an energetic view of the city from the iconic Voyage & Le Salon on the lobby floor or savor world class and authentic Japanese cuisine at AZABU Guests can also find The Cakeshop offering a wide range of homemade items - HƠTEL du PARC HANỌ has kind of restaurants: Page | 10 + Voyage (1F/106 seats): Voyage is an international restaurant with perfect view to the liveliness Hanoi’s street view and various healthy menus for your choices Featuring fresh seafood, popular international delicacy and delectable dessert selection which are prepared by our culinary team + Azabu ( 2F/ 81 seats/ private rooms): AZABU elevates the local culinary scene with authentic Japanese cuisine and experiences + Le Salon( 1F/ 60 seats): an ideal place to relax, unwind or rendezvous over a cocktail + The Cake Shop( 1F): Located inside Voyage restaurant, our Cake Shop offers a wide range of home-made bakery, cakes, chocolates and cookies for any occasions - Party and MICE: + Jaune + Marron + Blanc + Noir + Bleu - In addition, the hotel also has some other services such as: + Massage and sauna + Fitness Club + Shopping at Kiosk shop + Business center Job experience sharing a) Duties, responsibilities and daily work of the supervisor: Supervisor is a person who has sufficient self-awareness, interpersonal competence, and of processes relevant to the area of practice of the supervisee to knowledge facilitates that person's professional development Supervisors play a major role in a company's development; they can be leaders within an organization Supervisors oversee the work of others and ensure that the work is completed on time and in the manner that it was Page | 11 supposed to be completed in the first place At the Voyage restaurant of Hotel Du Parc, Mrs Hanh - the restaurant's supervisor takes over the restaurant's operations and coordinate staffs Duties: Previously, the restaurant's operating hour was am - 10:30 pm However, nowadays, due to the impact of the Covid-19 epidemic, the number of visitors has decreased significantly; therefore, the restaurant has shortened its operation time, from am to 8:30 pm Besides, depending on the capacity and ability of each employee to work, Mrs Hanh will arrange and divide shifts as well as specific jobs for each person so that it is suitable to operate the job completely Operate the restaurant: - Manage and oversee all storage supplies for the restaurant - Check restaurant arrangements before opening: table, decoration, hygiene… - Check all menus daily and sort out the dirty one, then have the staff clean or replace another menu if unable to fix it - Reconfirm the restaurant's daily promotion information, to determine how to coordinate and assign tasks to each employee before the customers arrive - Supervises and instructs in coordination with the superior, on a daily basis, the proper method of serving, daily menu, table setting and beverage service - Conduct day-to-day shift or oversee department operation: conduct shift briefings, ensure shift coverage… - During the process of serving customers: observe the staff's service, check the quality of food, serve customers, as well as upselling Coordinate staffs - Train well and instruct on the daily tasks to in the restaurant - Organize briefing first shift, announce the promotion of the day and divide each appropriate job position for each employee to make selling more convenient - Observe the employee's performance and evaluate to have a suitable assignment at work Page | 12 - Solve the questions and difficulties that employees encounter in the working process - Analyze staffs’ evaluations and feedback to improve the customer’s experience - Check and supervise the compliance with the regulations and the rules of the staff in the department Responsibilities: Be able to perform the work of a staff: set-up the tables, set-up the restaurant, welcome guests, serve food and beverage… Check the level of customer satisfaction with the food and service of the restaurant, receive feedback response and handling difficult situations if any, and then, analyze customer reviews about the quality of dishes and serving methods to improve service quality Responsible for financial work and payment during shifts Ensure hygiene in the restaurant from opening until the guests' departure Record restaurant operations for the day and report work to superiors Prepare monthly outlet report for the Operation Director Joining meetings with restaurant managers, owners, Reasonable duty roster design, ensure fairness for all staffs Training new employees Implementation of periodic training programs for employees Evaluate employees' performance and take timely reward or punishment measures b) A typical supervisory situation summary and analysis: Orientation is known as a function that allows a new employee to learn about the organization, what the expectations are in the position, who is responsible and accountable, and in general what they need to know to become an integral part of the organization It is a very important link in the coordination and operation of hotels The following situation will clarify the role of a hotel supervisor's orientation in restaurant operations Page | 13 Situation: The restaurant is urgently assigned to organize an international culinary culture week that will be taken place in upcoming weeks and the restaurant has only weeks to orient staffs and complete the preparation o Approach problems: This is the very important and urgent problem Supervisor has to introduce to staffs about work orientation to prepare for the upcoming event as well as prepare time to orient and work training for staff o Reason: Because the hotel that host this event had a major problem and could not be resolved in weeks to be able to hold the event, the event organizer decided to relocate the event to our hotel o Evaluate the impact of the problem: Advantages: The international culinary culture week get more revenue for the hotel The staff in the restaurant will also have a good chance to gain experience serving in an international event After the successful completion of this international event, the hotel will have a good reputation and have a good chance to host many large sale events Disadvantages: Staffs will be confused and unable to complete their work well because they have never had experience in serving big events of international stature before If the hotel cannot meet the requests and also the standard of this event, it will make the bad impression to hotel Besides, when a hotel's reputation is affected, the hotel will have no better chance of hosting large sales events Customers and the organizer of event can leave negative feedback on social networks, official websites or OTA mean… The hotel cannot avoid losing revenue from other services offered by them Solutions: Divide work into daily and weekly jobs Page | 14 Introduce staffs about their work through the week's briefing sessions and the beginning of the work shift to guide employees through their tasks, work and their role in preparing and organizing the event If there is a shortage of staff, the supervisor will report to the higher level to call for assistance from other departments or contact human resources to hire seasonal staff Organize small training sessions during the time of empty time between shifts or when the restaurant is empty so that staff can understand the service process as well as international event standards Check staffs every days or week to make sure they are sure of their job and position Staffs orientation must include work orientation, employee's attitude and behavior towards the event and some minor incidents occurring during the event, always having a good attitude and willingness to their work, based on the severity of the problem to have appropriate solutions The importance of orientation in problem solving: If there is the right orientation from their supervisors, employees will have a clear orientation about their work, understand their positions, responsibilities and obligations in the event That kept this major international event running smoothly, smoothly and able to exceed expectations, despite only a very short preparation time In the absence of the orientation of the supervisor or the wrong direction, the staffs would not know what they have to and confuse about the mission, their performance will be sloppy therefore the job cannot be done perfectly Low efficiency event Page | 15 Job description of Restaurant Supervisor of HÔTEL du PARC HANOÏ: JOB DESCRIPTION This job description is attached to the labor contract of the employee with the hotel and subject to change in accordance with the hotel operation and employee’s qualification Bản mơ tả cơng việc đính kèm với hợp đồng lao động nhân viên với khách sạn thay đổi phù hợp với hoạt đợng khách sạn trình đợ nhân viên - Title: Restaurant Supervisor Chức danh: Giám sát nhà hàng - Section: Restaurant Tổ: Nhà hàng - Superior: Restaurant Manager / Operation Director Cấp trên: Quản lý nhà hàng/ Giám đốc điều hành - Subordinate : Service Attendant and Captain Cấp dưới: Nhân viên nhà hàng & Tổ trưởng nhà hàng (1) Duties & Responsibilities: Nhiệm vụ & Trách nhiệm: The Restaurant Supervisor is responsible to the Restaurant Manager / Operation Director Giám sát Nhà hàng chịu trách nhiệm trước Quản lý Nhà hàng / Giám đốc điều hành Assists in executing all operational procedures of the food & beverage department, responsible to follow Hotel Rules and Regulations, maintains a friendly, neat and professional image to guests and colleagues performs any duties related to the department and assists other departments whenever necessary Page | 16 Hỗ trợ thực quy trình hoạt đợng bợ phận ăn ́ng, chịu trách nhiệm tuân theo Nội quy Quy định Khách sạn, trì hình ảnh thân thiện, gọn gàng chuyên nghiệp đối với khách đồng nghiệp, thực những nhiệm vụ liên quan đến bộ phận hỗ trợ bộ phận khác cần thiết (2) Explanation of Duties: Giải thích nhiệm vụ Is able to perform all Service Attendants duties Thực tất nhiệm vụ Nhân viên phục vụ Greets guests entering the dining room and escort them to the table Presents the menu to guests in an open position Chào đón khách đến nhà hàng hộ tống khách vào bàn ăn Mở thực đơn để giới thiệu cho khách Supervises and instructs in coordination with the superior, on a daily basis, the proper method of serving, daily menu, table setting and beverage service Hàng ngày, phối hợp với cấp để giám sát đưa những chỉ dẫn phù hợp về cách phục vụ, bày bàn phục vụ đồ uống phù hợp với thực đơn Reserves tables for guests and assigns Service Attendants to individual stations Nhận đặt bàn khách chỉ định Nhân viên phục vụ cho khu vực phục vụ riêng lẻ Inspects all menus on a daily basis and set aside the soiled copies Kiểm tra tất thực đơn hàng ngày để riêng bị bẩn Recommends changes in work schedules as required Đề xuất thay đổi lịch làm việc theo yêu cầu công việc Checks and organizes the fill up of the buffet according to standards Kiểm tra tổ chức thực tiệc buffet theo tiêu chuẩn Able to lead and motivate his/her team Có khả lãnh đạo thúc đẩy nhóm anh ấy / cô ấy Page | 17 Enforce compliance of safety and sanitation at any time Thực thi việc tuân thủ các quy định về an toàn vệ sinh lúc 10 Prepares duty rosters and any documents related to personnel matters and refers to superiors Chuẩn bị lịch làm việc, các tài liệu liên quan đến vấn đề nhân trình cho cấp 11 Trains the staff according to the standards and procedures of the restaurant including products knowledge Đào tạo nhân viên theo tiêu chuẩn quy trình nhà hàng, kể kiến thức về sản phẩm 12 Coordinates smoothly with the kitchen department Phối hợp nhịp nhàng với bộ phận bếp 13 Reports any information on the logbook Báo cáo thông tin vào sổ ghi chép bộ phận 14 Gives proper instruction to the staff Đưa những chỉ dẫn phù hợp cho nhân viên 15 Ensure that department goals are communicated, understood, and met by Service Attendant Đảm bảo mục tiêu bộ phận truyền đạt, hiểu thực bởi các Nhân viên 16 To conduct outlet orientation to any new Service Attendant Thực đào tạo định hướng về nhà hàng hàng cho Nhân viên 17 Conduct day-to-day shift or oversee department operation(e.g conduct shift briefings, ensure shift coverage) Phụ trách hoạt động ca hàng ngày hoặc giám sát hoạt động bộ phận nhà hàng (ví dụ: tiến hành c̣c họp giao ban giữa các ca, đảm bảo các hoạt động ca đều bao quát) Page | 18