Báo cáo thực tập tốt nghiệp ngoại ngữ restaurant specialist skills and knowledge at phuong vi restaurant

VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT RESTAURANT SPECIALIST SKILLS AND KNOWLEDGE AT PHUONG VI RESTAURANT INSTRUCTOR: MRS BUI THI THUY TRANG FULL NAME: PHAM TU ANH CLASS: DH18TA STUDENT’S CODE: DTA176083 ACADEMIC YEAR 2020 - 2021 An Giang – 2021 VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT RESTAURANT SPECIALIST SKILLS AND KNOWLEDGE AT PHUONG VI RESTAURANT INSTRUCTOR: MRS BUI THI THUY TRANG FULL NAME: PHAM TU ANH CLASS: DH18TA STUDENT’S CODE: DTA176083 ACADEMIC YEAR 2020 - 2021 An Giang – 2021 Internship Report ACNKOWLEDGEMENT ֍֍֍ During the practice course at Phuong Vi Restaurant, I learned a lot of useful things about restaurant skills, communication skills, organization skills, solving problem skills and building team Besides that, I would like to send thanks a lot for helping me to finish this course Firstly, I am sincerely grateful to Mrs Bui Thi Thuy Trang who is my instructor She gave me a lot of advice when I had problem I can easily finish my report thank to her help Secondly, I would like to thank to the authority of An Giang University They facilitate for me to complete this course Moreover, Department of Foreign Language and English still supported me during the practice course, I also would like to send my appreciation to all teachers in the Department Next, I would like to express my deepest appreciation for the assistance given by Ms Nguyen Hong Tho – Restaurant Manager at Phuong Vi Restaurant who is my direct instructor, as well as all of staffs for their support, sincere guidance and good advices to me during the course Last but not least, I also want to send my sense of gratitude to my families and friends who encourage me I finally finished my internship report, thanks for all help of those people above Internship Report TABLE OF CONTENTS ACKNOWLEDGEMENT………………………………………………………… TABLE OF CONTENTS………………………………………………………… LIST OF ABBREVIATIONS…………………………………………………… LIST OF PICTURES, CHARTS AND TABLES………………………………… CONTENT………………………………………………………………………… A INTRODUCTION…………………………………………………….…… I.Purpose of the practice course…………… ……………………… II Content of report ………………………………………………… B CONTENT…………………………………………………… …………… I General information of Phuong Vi Restaurant…………………… Restaurant Introduction………………………………………… Restaurant Organization……………………………………… … Service and Facilities………………………………………….… 10 II The procedure of the practice course………………………… … 13 Working time………………………………………………….… 13 The process of serving at the restaurant……………………….… 13 2.1.Before shift……………………………………… 14 2.2.Serving guests…………………………………… 15 2.3.After shift………………………………………… 15 2.4.Other activities…………………………………… … 16 2.5.Requirement and Responsibility………………… … 16 III An assessment of the Internship……………………………… 18 Learning from the Internship……………………………….…… 18 Advantages and Disadvantages…………….………………….… 18 C CONCLUSION AND SUGGESTIONS………………………….…….… 20 I.General conclusion about the practice course………………… 20 Internship Report II Suggestions………………………………………………… 20 Suggestions for the Phuong Vi Restaurant……….……… … 20 Suggestions for AGU and Department of Foreign Language 20 INTRODUCTOR’S FEEDBACK…………………………………………… … 21 REFERENCES…………………………………………………………………… 22 Internship Report LIST OF ABBREVIATIONS AGU: An Giang University Internship Report LIST OF PICTURES, CHARTS AND TABLES Picture Phuong Vi Restaurant…………………………………………… ……… Picture Location of the Restaurant………………………………………… …… Picture Small VIP room…………………………………………………… … 10 Picture Large VIP room…………………………………………………… … 11 Picture Bar at Phuong Vi Restaurant…………………………………………… 12 Picture Wine of Bar…………………………………………………………… 12 Chart Phuong Vi Restaurant Organization Chart…………………………….… Table Working time…………………………………………………………… 13 Internship Report CONTENT A INTRODUCTION I Purpose of the practice course In four-year of university, the practice course is an opportunity to get acquainted with the practical working environment for students I can apply knowledge I learned at university into practice Moreover, the course is also a period for me to learn, practice working style and deal with problems occurring From there, I learned experiences and developed my skills for future job II Content of report This report is summary and conclusion for the practice course at Phuong Vi Restaurant There are four parts: General information of Phuong Vi Restaurant; The procedure of the practice course; Experiences, Benefits and Drawbacks; General conclusion, Suggestion for the Internship Company and for Foreign Language These parts will be presented in the report Internship Report B CONTENT I.General information of Phuong Vi Restaurant Restaurant introduction Phone: 0290 3834888 – 0813 834888 Hours: Monday Tuesday Wednesday Thursday Friday Saturday Sunday 8AM–10PM 8AM–10PM 8AM–10PM 8AM–10PM 8AM–10PM 8AM–10PM 8AM–10PM (Picture Phuong Vi Restaurant) Internship Report Phuong Vi Restaurant is located at 346, Phan Ngoc Hien Street, Ward, Ca Mau City, one of palaces in Dat Mui area The restaurant has specific characteristics in western waters, but few restaurants get it (Picture Location of the Restaurant) In particular, Phuong Vi Restaurant specializes in serving Ca Mau’s specialties such as grilled Mud clam with salt and pepper, hot pot salted fish, salt roasted turtle, grilled chopped squid, so on When customers come to Phuong Vi Restaurant, they always receive a considerate, warm welcome, caring and dedicated service The restaurant will leave guest with unforgettable deep impressions The goal of the restaurant is "Please go with satisfied visitors" Therefore, the restaurant will constantly innovate in service, as well as in quality to meet the increasing demands of customers Internship Report Restaurant Organization The organizational structure of the unit includes the following parts: Chart Phuong Vi Restaurant Organization Chart 10 Internship Report Staff is extensive experience and professional service style The restaurant has a modern way of organizing party and reasonable prices Staff of Phuong Vi Restaurant is ability enough to meet the customer’s needs Service and Facilities The restaurant has a system of spacious rooms and banquet halls, architecture, interior style is harmonious and airy The restaurant can accommodate about 1.500 diners and divided into areas with its own design This is the ideal place to hold important events such as weddings, conferences, festivals, birthdays Moreover, Phuong Vi Restaurant has VIP rooms in the 1st Floor, including: Small VIP room and Large VIP room Small VIP room accommodates 10 guests and 20 guests with Large VIP room VIP rooms are designed by modern and luxurious facilities such as air conditioning, 24 inches TV, wooden floor and the wooden chair and other luxurious equipment (Picture Small VIP room) 11 Internship Report (Picture Large VIP room) 12 Internship Report In addition, Phuong Vi Restaurant also has Bar Customers can enjoy some of wine and beverage here (Picture Bar at Phuong Vi Restaurant) (Picture Wine in Bar) 13 Internship Report II The procedure of the practice course I worked as a waitress at Phuong Vi Restaurant I tried my best for my mission Moreover, I learned experience from the practice course Working time Table Working time Shift Time The day shift 8am-2.30pm The night shift 2.30pm-10pm According to the table, it can be seen that there are two shifts for staff choosing If some of them work in the day shift, they must work in the night shift tomorrow They can absent a day in a week and alternate together Sometime, they must work overtime when the restaurant has wedding parties or big parties As a rule, staff must be present 15 minutes in the advance to prepare The staff of Phuong Vi Restaurant has their own uniform Male staff wears white shirt, black trousers and leather shoes Female staff wears white shirt, A line skirt (do not be too short) and ballet flats (3cm high) Principle of work: The staff works seriously, carefully, serve customer attentively, best meet all customers’ needs The process of serving at the Restaurant In service of food and beverage orders, beverages are served first When I serve beverages I always it from the right of the guest While the guests are waiting for their meal, bread and butter must be served immediately Before serving the food the waiters must ensure that the cover is appropriate, should I 14 Internship Report need to be changed then it must be done before the food comes to the table This must be done discreetly, ensurong minimum untrusion and disturbance to guest and with minimum cluttering Food order must be announced before the service In service of food, I serve food from the right-hand side However, platter to plate or silver service must be from left-hand side The guests not have to wait for a long time between the courses During process of service guests must be asked whether the food is up to their expectation Water and other food items must be served as soon as it is over Before I remove anything from the table and I seek guest’s permission Step of cleaning is important I used plates are cleared from the righthand side Plates are cleared after all the guests on the table have finished their meal Indication for closing the meal is done by placing a knife and fork together across the plate Ensure that all the dishes are cleared from the table Ensure that cruet set, butter dish, bread boat, cutlery unused by the guest is removed from the table Do not remove bud vase ashtray and glasses from the table All dirties should be taken for dishwashing except cruet set, which must be left on the side station 2.1 Before shift  Staff are present 5-10 minutes earlier at the workplace each shift to ensure uniform, style and take shift  Clean restaurant and table  Set up of table and chair, tablecloths, vase, navigation tools, …according to restaurant standards  Prepare dining substances  Check the list of the guests who have booked a table and a seating position to prepare in advance 15 Internship Report  2.2 Always ready to serve guests Serving guests  Receive guests from Hostess  Give the menu Advise guests to choose suitable dishes and drink when guests request  Record customer’s order  Transfer order for cashier, kitchen, bar  Serve dishes and drink according to customer’s order, ensuring the right table and the right order  Make wine pouring – adding wine, adding sauce, recording additional order  Pay for customers in accordance with the restaurant’s standards  Welcome guests, say goodbye to guests – clean the table, clean up a new table to prepare to serve the next guest Staff remember that they must be willing to respond to the legitimate requirements of customers and enthusiastically answer customer questions when they asked The staff are available to assist guests with meal problems: guests spilling drinks, broken dishes, etc 2.3  After shift Staff report their work to the supervisors and resolve problems occurring during the work shift  If staff work the morning shift, they will hand over the work to the next shift  If staff work the night shift, they clean at the end of shift 16 Internship Report 2.4  Other activities Support other Waiter/Waitress to serve customers when the restaurant is crowded and deal with problems arising in the restaurant (The staff must report to supervisors some of problems which are serious)  Deploy the restaurant’s Marketing programs  Do other work when supervisors required 2.5 Requirement and Responsibility 2.5.1 Requirement When I worked as a waitress, I recognized that I need to a lot of requirement for my work First of all, I must have good style and attitude of working I need to clean clothes, neat hair, especially working style have to be agile and dynamic In general rule, I have to work on time I need to adapt to flexible work hours because the restaurant usually has wedding or party outside working time In addition, I must walk and stand for long hours This is obvious because I am always willing to serve customer when they need it Next, when I serve customer, I must carry plates or trays without dropping anything This makes customers uncomfortable During service, I always smile even though I am tired I have been asked that I maintain a good attitude in front of my customers because my attitude will affect mood of customers and seriously gives a bad impression to the restaurant 17 Internship Report 2.5.2 Responsibility A waitress as me is responsible for serving guests enthusiastically and effectively in the assigned restaurant area The first thing I have to when I serve customers is greeting them This is my chance to make a good impression to customers Then, I must be handout the menus to customers to who order and I serve beverage Next, I set up table according to menus which customers ordered For example, Mr T ordered European dishes I have to put spoon and fork on the table, but Mr D ordered Asia dishes I will put chopsticks on the table It is important that utensils for eating must set up according to standard of the restaurant The restaurant is clean that depends on waiter/waitress I usually clean immediately when the restaurant gets dirty even a little dirty However, I also take care of customers I observe my guests to check that they are satisfied with their meal A waitress is also a representative for the restaurant so I will inform patrons of any specials of the restaurant This makes customers feel happy because the restaurant was interested them and they may come back again Last but not least, I am always willing to prepare the bill for tables when customers requested This is an important mission of waiter/waitress because if customers wait for a long time, they will angry 18 Internship Report III An assessment of the Internship 3.1 Learning from the Internship Working as a waiter at Phuong Vi Restaurant, I learned a lot of useful experience from the practice course Moreover, I also learned skills The first one is communication skills I always keep smile when greet customers I advise the dish in accordance with the needs of each customer The voice should be gentle and polite Besides that, I must be patience In case of meeting fastidious guests, I have to be calm and act deftly so that my clients feel respected Next, observation skills are one of necessary skills of a waiter/waitress I always watch over my guests whenever they need my help I can serve immediately In addition, I need to take care of customers by pulling chairs for them to sit on It is still necessary to ask customers if they are satisfied with the food and the service attitude of the restaurant However, I need to have customer care skills so that I can those things Problem-solving skills help me equipping necessary knowledge to solve the problem without affecting to guests and reputation of the restaurant If problem is beyond my capabilities, I get supervisor help me this problem 3.2 Advantages and Disadvantages 3.2.1 Advantages During my practice course, I received a lot of helping of staff at Phuong Vi Restaurant They are friendly and humorous I often ask them when I need their help Besides, I had basic knowledge about Hotel and Restaurant from An Giang University, so I can learn easier Especially, my manager is 19