Báo cáo thực tập tốt nghiệp ngoại ngữ specialist knowledge and skills in serving restaurants at sunset beach resort and spa

Internship Report VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT SPECIALIST KNOWLEDGE AND SKILLS IN SERVING RESTAURANTS AT SUNSET BEACH RESORT AND SPA INSTRUCTOR: NGUYEN THI XUAN HUE FULL NAME: LE THI HA MY STUDENT’S CODE: DTA176129 CLASS: DH18TA ACADEMIC YEAR: 2020 - 2021 An Giang – 2021 Internship Report VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT SPECIALIST KNOWLEDGE AND SKILLS IN SERVING RESTAURANTS AT SUNSET BEACH RESORT AND SPA INSTRUCTOR: NGUYEN THI XUAN HUE FULL NAME: LE THI HA MY STUDENT’S CODE: DTA176129 CLASS: DH18TA ACADEMIC YEAR: 2020 - 2021 Internship Report An Giang – 2021 TABLE OF CONTENT I RESORT INTRODUCTON Overview Accommodation Food and Beverage Swimming pool Meeting Team building Sunset wellness II INTERSHIP ACTIVITIES III ADVANTAGES AND DISADVANTAGES Advantages Disadvantages, the cause of the disadvantages and the solutions Internship Report IV EXPERIENCE LEARNED FROM THE INTERSHIP V CONCLUSION AND SUGGESTION Conclusion Suggestion a Suggestion on the Internship company b Suggestion for Faculty of Foreign Language at An Giang University REFERENCES LIST OF PICTURES, CHARTS AND TABLE Picture Sunset Beach Resort and Spa Picture Deluxe room Picture Deluxe Ocean View Picture Deluxe Ocean Panorama Picture Sunset Premium Picture Grand Suit Picture Family Deluxe room .8 Picture Restaurant Picture Bar Picture 10 Swimming pool 10 Picture 11 Floating meal 10 Internship Report Picture 12 Spa 11 Picture 13 Gym 12 ACKNOWLEDGE Thanks to the help of many people, I have completed this intership report Therefore, I am very pleased and sincerely thank you for this help First of all, I would like to thank the administrations of An Giang university for creating favorable condition for me to complete my intership at The Sunset Beach Resort and Spa At the same time, I would like to sincerely thank all the teachers of the Faculty of Foreign Language The teachers helped me have a certain amount of knowledge about the service industry as well as the restaurant Secondly, I would like to send special thanks to Mrs.Truong Thị Thanh Nga Deputy Head of Linguistics and Interpretation on Department, who is also the team leader of this internship, Ms Nguyen Thi Xuan Hue, who is instructor, Mrs Bui Thi Xuan Trang, who is my academic advisor The teachers have always been enthusiastic to help me as well as guide the presentation method and the content that i need to mention in the report That is the foundation for me to complete the report as best i can Nextly, I am very thankful to Sunset Beach Resort and Spa for receiving and creating a professional working environment for me to practice Mr Do Duc Hai Manager of the restaurant, he is my main instructor at the restaurant where I practice, Mr Cao Thanh Hoa - the captain of the restaurant, Mr Dang Dan Truong the waiter of the restaurant, Mr Nguyen Van Lang - the waiter of the restaurant and Ms Nguyen Thi Kim Loan - the waitress of the restaurant I would like to thank everyone in the restaurant for whole heartedly teaching and helping me in my work as well as loving me during my intership at the restaurant Besides that, I also thank the staff in the resort and everyone in the staff house for supporting me during my intership Finally, I would like to thank my family for always encouraging and sharing with me the difficulties that I encountered during the first period of the internship Internship Report ABSTRACT Intership is an important milestone for student me because this is the time to apply the knowledge learned at university into practical work The main purpose is to help students to gain the experiences as well as skills from people who have much experience in the restaurant service field I chose Sunset Beach Resort and Spa because I would like to create conditions for myself to experience in a good and professional working environment At the same time, I also would like to improve myself so that I can prepare the best skills for my job in the future This report summarizes the work, advantages, disadvantages as well as experiences that I have learned during my two months of internship Firstly, the report would like to introduce general information about Sunset Beach Resort and Spa Secondly, the report deals with restaurant service procedures and restaurant internship activities.Thirdly, I show the advantages, the disadvantages, the causes of the disadvantages encountered during the intership and how to overcome them.The next part of the report is the experience and skills learned during the internship.The last part is the conclusion and suggestions of the internship Internship Report I Resort introduction: Overview: Picture 1: Overview Sunset Beach Resort and Spa is located on the island and on Truong Beach, Tran Hung Dao Street, Duong Dong Commune, Phu Quoc Island, Vietnam The resort owns an extremely convenient location, only 1.5km from Phu Quoc night market, where the major shopping of Phu Quoc is, 8.6km from Phu Quoc International Airport and other attractions and entertainment within 30km Sunset Beach Resort and Spa has a total of 117 rooms with 95% of rooms have direct sea views including Deluxe Room, Deluxe Ocean View, Deluxe Ocean Panorama, Sunset Premium, Grand Suite Room and Deluxe Family Room In addition, the resort offers a variety of dining options with Soleil Fusion Restaurant that accommodates over 100 guests Equally invested, Sunset Beach Bar - one of the famous bars in the center of Phu Quoc, located in the outdoor swimming pool, will help visitors have a new experience Besides that, Sunset Beach Resort and Spa also provides banquet and seminar services with a large conference room and a small room fully equipped with modern equipment and the most suitable layout, suitable for all number of participants and form ACCOMMODATION: Sunset Beach Resort and Spa has a total of 117 rooms including 13 Deluxe Room, 37 Deluxe Ocean View, 49 Deluxe Ocean Panorama, 11 Sunset Premium, Grand Suite Room and Deluxe Family Room All rooms are connected to free wifi Internship Report with LCD screen, room service and modern facilities All rooms are designed with luxury and modern amenities according to 4-star international standards, ensuring absolute relaxation for customers ● Deluxe Room: Picture 2: Deluxe Room With the number of 13 rooms, Deluxe Room is a high class room with good quality, usually on the high floor with large area, beautiful view and equipped with high-end appliances and equipment A Deluxe Room at Sunset Beach Resort and Spa usually has an area of 30-36m² Rooms use King bed or twin bed and have garden view windows This is the type of room that is suitable for many different subjects such as family with young children, objects of vacation tourism ● Deluxe Ocean View: Picture 3: Deluxe Ocean View Internship Report With the number of 37 rooms, Deluxe Ocean View has an elegant, simple and modern design The room has an area of 32-40m² including one double bed or two single beds combined with luxurious furniture, overlooking the sea Equipment in the room includes King or twin bed, two relaxing chairs and desk and one dressing table ● Deluxe Ocean Panorama: Picture 4: Deluxe Ocean Panorama With the number of 49 rooms, Deluxe Ocean Panorama Room has an elegant, simple and modern design The room has an area of 40-52m² with one double bed or two single beds combined with luxurious furniture, panoramic sea view Equipment in the room includes King or twin beds, two relaxing chairs and desk and one dressing table ● Sunset Premium Room: Picture 5: Sunset Premium Room 10 Internship Report With the number of 11 rooms, Sunset Premium has an area of 50m² The room has a balcony and stylized living space, giving tourists a romantic space, especially for couples who want to enjoy private romance on the pearl island The room has a private bath overlooking the blue sea, the most beautiful place to watch the sunset Equipment in the room includes an American round bed, two relaxing chairs and desk, one dressing table ● Grand Suite Room: Picture 6: Grand Suite Room With the number of rooms, Grand Suite has an area of 66m² The room has a large modern style, luxurious bed with a bath overlooking the sea, giving visitors the feeling of relaxation when enjoying the full natural scenery The room has a large balcony and has a King bed ● Family Deluxe Room: Picture 7: Family Deluxe Room With the number of rooms, Family Deluxe is specially designed for families traveling with young children The room has an area of nearly 52m² including two small rooms arranged next to each other with two separate bathroom The room will bring maximum convenience and comfortable space for ivisitors 11 Internship Report Food and Beverage: Sunset Beach Resort and Spa has one restaurant and one bar Although the restaurant and bar have a close relationship, they both have their own distinctive features The restaurant is called Soleil Fusion Soleil Fusion is a combination of Asian and Western dishes Soleil Fusion Restaurant is open for breakfast buffet from 6:30a.m to 10:00a.m and lunch and diner from 11:00a.m to 22:00p.m The restaurant offers a rich menu of Western, Asian and Vietnamese dishes with a variety of services such as Set Menu, BBQ, À La Carte Menu Picture 8: Restaurant The Sunset Beach Bar is a famous bar in Phu Quoc and is ranked top one on tripadvisor for evening entertainment services The bar is built in the resort, next to the swimming pool and has a sea view This is considered one of the most beautiful places to watch the sunset in Phu Quoc Picture 9: Bar 12 Internship Report Swimming Pool: Picture 10: Swimming Pool Picture 11: Floating Meal Sunset Beach Resort and Spa is the only 4-star hotel with two infinity pools including one outdoor swimming pool and one on the 2nd floor Here, visitors can enjoy afternoon tea in a luxurious style by floating set Meeting: The resort has two meeting rooms equipped with large windows with natural light and sea views Room with screen, projector with standard meeting room furniture The maximum capacity of the meeting room is 60 guests Team Building: With its convenient location near the sea, the Sunset Beach Resort and Spa is a great choice for companies and travel agents to design team coordination skills This resort will bring a unique experience for visitors with very successful games such as Challenging The Chef King, Finding Treasure, Digging for Pearls on the Island of Pearls 13 Internship Report Sunset Wellness: Sunset Wellness is a complex between a gym and a spa with a space to bring visitors moments of relaxation and exercise through modern gym equipment, dry sauna and steam bath Because of the influence of corona virus, the spa is not working at present Picture 12: Spa Picture 13: Gym 14 Internship Report II INTERSHIP ACTIVITIES: I am a student majoring in English at An Giang University A specialty that is always considered dynamic and enthusiastic Therefore, when choosing an intership, I chose a 4-star resort in Phu Quoc That is the Sunset Beach Resort and Spa When working in the resort, I will show my enthusiasm, accumulate a lot of experience as well as improve myself Especially I will be communicating with foreigners That is great for my listening and speaking skill I had almost two months of the intership at Sunset Beach Resort and Spa These are the activities that I practiced at the resort At the beginning, we were briefly introduced by the Human Resources Department about the resort and the parts we practice include the restaurant, reception and bar Our group has a total of 12 interns at the resort including interns at the restaurant, interns at the reception and interns at the bar I practiced at the restaurant All will be equipped with nameplates The girls will wear a high bun and fix their hair with their hands and wear flat shoes Boy will wear Western shoes After that, the five of us were taken to the restaurant The captain of the resort introduced us to the restaurant, the working hours and the jobs we have to every day The working hours are divided into four shifts • M6: From 6:00a.m to 14:00p.m • M7: From 7:00a.m to 15:00p.m • A2: From 14:00p.m to 22:00p.m • A3: From 15:00a.m to 23:00p.m We always switch among four shifts Below are the tasks that I did everyday at the restaurant In the morning, we would assign each one a job I would prepare drinks for guests such as fragrant juice, watermelon juice, passion fruit juice, milk, soy milk and water After that, I would set up the dining table for guests according to restaurant standards such as knives, forks, sugar, pepper, napkins and toothpicks At exactly 6:30a.m, guests will come to the restaurant for breakfast It is my duty as a hostess to open the door for the guests, check the room number for guests, guide guests to the table and take care of guests with the question "Is the restaurant's today's food good sir ?" On other days I changed to be a waitress I cleared the dishes and dirty utensils of the guests inside When the guests finished eating, I would clean the table and set up a new table for the new guests At 10:00a.m, at the end of the buffet time, we splitted up to the following tasks: 15 Internship Report - Setting up the table - Cleaning the buffet counter - Washing cups and wiping glasses to prepare for tomorrow's buffet - Cleaning eating utensils such as knives, forks, spoons and chopsticks - Cleaning dishes to prepare for tomorrow's buffet - At 13:00p.m, I cleared the dirty things on the floors and rooms of the resort Those are the works of the M6 shift In the afternoon, after the breakfast buffet, the restaurant switched to sell food by menu and sell in two ways in the restaurant and on the lawns The restaurant's guest service process is as follows: - Giving the menu of water and food to the guests If the guest chooses and food themselves, stands about to feet away from the guest to order by waving or looking in his direction If the guest wants me to introduce the food to the guest, I will advise the guest according to the taste and preferences of the guest - After ordering, I said "Please wait 25 - 30 minutes for your food to be served" I will get water for the guests and always take care of the guests while waiting for the food - When food is ready, I bring it out for the guests After the guests finishes eating and calling for payment I will be a casher I calculate the bill and make the payment through the computer for accuracy There are three types of payments including cash payments, roomcharge payments, and foc payments - In the end, I packed the dirty inside and set up a new table 16 Internship Report III ADVANTAGES AND DISADVANTAGES: Advantages: I am a student in English Language so I can communicate well and take better care of foreign visitors I also learned Chinese at school so I can communicate with Chinese people who not speak English Especially the staff members in the restaurant are very enthusiastic to help me They are always dedicated to helping me as well as teaching me in my work Besides that, they always care, share with me every problem that I encountered at work.Thanks to those advantages, I completed my intership well Disadvantages, the cause of the disadvantages and the solutions: The number of visitors coming to the restaurant from many different countries and their pronunciation is also very different So at first, It was quite difficult for me to hear and understand the guests When I did not understand what the guests said at first, I asked again and when I got back to the room, I have learned pronunciation of many different countries After this, I have listened and understood customers better Because I only studied restaurants-hotels for a short time, I was quite bewildered at first I did not know how to start working, handle unexpected situations and did not know how to best deal with clients' complains At the time, the staff in the restaurant helped me a lot They gave me very clear instructions on the work, they showed me how to deal with complaints of the guests I also studied very hard so that I could a good job IV EXPERIENCE LEARNED FROM THE INTERSHIP: I believe that the experience I have got through the intership at Sunset Beach Resort and Spa will be of great help to my future job Firstly, while working here I have many opportunities to communicate with foreigners so it has greatly improved my skills, especially my speaking and listening skills After college, these are two essential skills in my job Secondly, I am equipped with soft skills like dealing with clients, taking care of clients and communicating with them At first I was quite afraid of the clients' complaints because I did not know how to best deal with the problems I am also quite shy when communicating with guests However, now I can pretty confidential resolving complaints and communicating with my guests Nextly, during the working process, I have trained myself to be confident, active and enthusiastic at work Especially the responsibility at work, I have to 17 Internship Report complete the assigned work well I always work on the team spirit to help each other at work Finally, during the working process, I know that I must always listen and understand my guests I must bring respect and comfort to guests when coming to the restaurant Listening and understanding has guests helped me improve my patience in communication V CONCLUSION AND SUGGESTION OF THE INTERSHIP: Conclusion: Nearly two months at Sunset Beach Resort and Spa is a my memorable memory This is the time when I applied what I have learned at school in the reality, I was confronted life I have learned many new things that I had never know before Besides learning more knowledge, I have also learned more about how to live I have learned to overcome difficulties at work instead of giving up on them This internship has helped my future job a lot Suggestions: a Suggestions for the Intership Company: The intern company should hire more official staff because the workload at the restaurant is so much but there are only four official employees That makes one person a lot of work In addition, the company should also give the trainees more fun time because besides of their working time, students also want to have fun to be able to a better job b Suggestions for Faculty of Foreign Languages at An Giang University: After spending two months of the internship, I suggested the following to the Faculty Foreign Languages of the school The faculty should open more courses related to hotel and restaurant so that students who want to work in this environment have good background knowledge That will help a lot for the intership as well as the future job of the students REFERENCES: https://sunsetbeach.vn/vn/gioi-thieu.html https://sunsetbeach.vn/vn/deluxe-ocean-panorama a833.html 18 Internship Report 19