Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skills and knowledge at hoa binh 1 restaurant and hotel

VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT SPECIALIST SKILLS AND KNOWLEDGE AT HOA BINH RESTAURANT AND HOTEL INSTRUCTOR: MRS BUI THI THUY TRANG FULL NAME: DAO THUY ANH STUDENT’S CODE: DTA176082 CLASS: DH18TA ACADEMIC YEAR 2020 - 2021 An Giang – 2021 VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT SPECIALIST SKILLS AND KNOWLEDGE AT HOA BINH RESTAURANT AND HOTEL INSTRUCTOR: MRS BUI THI THUY TRANG FULL NAME: DAO THUY ANH STUDENT’S CODE: DTA176082 CLASS: DH18TA ACADEMIC YEAR 2020 - 2021 An Giang – 2021 Trainee: Dao Thuy Anh ACKNOWLEDGEMENT Internship is a time that I cannot forget when I study in An Giang University When I practiced course at Hoa Binh Restaurant and hotel, I learned lot of useful things such as restaurant skill, team work, communication skill, organization and solving problem skill Besides, many people helped me to finish this course so I would like to express my sincere gratitude to all those who gave me the possibility to complete this practice report First of all, I greatly appreciate Mrs Bui Thi Thuy Trang as a teacher of Foreign Language Department, who is my instructor She supported and gave me a lot of useful advice when I had problem Also, she explained my question clearly so I could my report well In addition, I would like to thank the Faculty of Foreign Language in AGU where I am learning with my major English language for giving a chance to practice my knowledge It make me understand more about my major in restaurant field Secondly, the internship opportunity I had with Hoa Binh Restaurant and Hotel was a greatly chance for learning and professional development I would like to send a lot of thanks to all the managers especially, Direct manager who gave me permission to practice here, Restaurant manager and all staff of Hoa Binh Restaurant and Hotel who were always willing to introduce and help me in all the practice time Finally, I really appreciate my family and my team work for their helps and their supports during my internship period to complete my report, so I can only say thank you so much THANK YOU ALL Dao Thuy Anh Page Trainee: Dao Thuy Anh TABLE OF CONTENTS ACKNOWLEDGEMENTS TABLE OF CONTENTS LIST OF PICTURE, CHARTS AND TABLE .3 INTRODUCTION .4 Part A: Description of internship-company .5 I Introduction General information about Hoa Binh Restaurant Description of the establishment .6 Work Hours .7 Service Hotel organization Business operations .9 6.1 Accommodation II Restaurant Introduction .11 Restaurant Organization 12 Restaurant operation 13 2.1 Table Service 13 2.2 Buffet Service 14 Part B: Internship Activities 15 Job Description 15 Requirement and responsibility .18 Learning in Internship 18 Benefits and Drawbacks 19 The cause and solutions of these disadvantages 20 Part C: Conclusion and Suggestion 20 Conclusion .20 Suggestion .21 REFERENCES 22 TEACHER’S FEEDBACK 23 Page Trainee: Dao Thuy Anh LIST OF PICTURES, CHARTS AND TABLES Picture Hoa Binh Restaurant and Hotel Picture Location of Hoa Binh Restaurant and hotel Picture Hoa Binh Restaurant and hotel Picture Gaden area Picture Conditioner room Picture Standard room Picture Superior room .10 Picture Deluxe room .10 Picture Suite room 10 Picture 10 Dining room 12 Picture 11 Buffet area 12 Chart Hoa Binh Hotel Organization Chart Hoa Binh Hotel Organization Chart 12 Table Room Rate of Hoa Binh Restaurant and Hotel 11 Page Trainee: Dao Thuy Anh INTRODUCTION In a modern society, hotel - restaurant is one of the hottest job which is developed in Vietnam’s economy as well as world’s economy It has a large attraction with young people and many student choose this job in their internship With my passion, I decided to choose Hoa Binh Restaurant and Hotel for training course of internship to desire to learn experience for my future jobs Because I can: • Have a good environment and facilities to learn and practice about knowledge and skill restaurant • Improve communication skill • Approach to work’s place: the style of working in professional environment, the ways of organization • Improve speaking English skill • Get a good job in the future After weeks, the result of this report would give an overview of the internship company as well as internship activities Firstly, I would like to introduce about Hoa Binh Restaurant and Hotel such as location, organization chart, staff members and business operation Secondly, will describe detail about the process of practice in Hoa Binh Restaurant and Hotel Finally, this report would give some suggestion for particular person of An Giang University, Department of Foreign Language and English majored students as well as for the internship company to promote the quality of job training in the following years Page Trainee: Dao Thuy Anh Part A: Description of internship-company I Introduction Picture Hoa Binh Restaurant and Hotel General information about Hoa Binh Restaurant and Hotel Address: No.130, Tran Hung Dao Street, My Binh ward, Long Xuyen city, An Giang province Phone: (0296)9252999 or (0296)6250440 Email: pkdhoabinhhotel@gmail.com Website: http://hoabinhhotel.vn Picture Location of Hoa Binh Restaurant and Hotel Page Trainee: Dao Thuy Anh Description of the establishment Hoa Binh Restaurant and Hotel was built in 1993 with star standard including hotel and garden coffee called Hoa Binh Club private enterprises After a period operation, hotel was upgraded to stars standard and renamed Hoa Binh Restaurant and Hotel Picture Hoa Binh Restaurant and Hotel in 2009 Hoa Binh Restaurant and Hotel is directly under 622 limited liability companies It is in the heart of Long Xuyen city and Hoa Binh Restaurant Hotel located on the famous street Tran Hung Dao that is a main traffic road, connect with the South - Western provinces and the Kingdome Cambodia Hoa Binh Restaurant and Hotel has a ground-floor and other floors: - Ground - floor: reception hall, restaurant conference - wedding reception with a capacity of 500 guest st - floor: conference restaurant , wedding reception with 300 guest - nd floor: dining room Besides that having some extra service such as Don Ca Tai Tu, health care area such as massage, steam bath, Jacuzzi nd → nd - floor floor: 60 rooms, meeting star standard (accommodating 120 guest ) - floor: bar coffee, breakfast, buffet th Page Trainee: Dao Thuy Anh Work Hours Work hours of the official staff are divided into two shifts: day shift and night shift The day shift is started from 6:00 am to 14:00 pm and the night shift is begun from 14:00 pm to 22:00 pm The trainee’s working time is different with official staff a little bit It also has two shifts: day shift and night shift but the day shift is started at 6:30 am to 14:00 pm and the night shift is begun at 14:00 pm and ended at 21:00 pm However, the shift can end earlier than the specified time when everything is completed and appointed be the manager or the shift manager The trainee group is divided into two groups: group with members (A), group with members (B) Group A work in the day shift and group B work in the night shift and it will be reversed at the start of the new week Each trainee has a day off in the week and each day is maximum trainee off Day off except Sunday, and day which has wedding, conference Service Hotel amenities and services are strong in Hoa Binh Restaurant and Hotel Recreation, entertainment, relaxing, dinning, with conference facilities are always available in the hotel, and the guests who have stayed at Hoa Binh are satisfied and give a lot of good reviews Dinning is an important part of the hotel amenities and services When the guests stayed at hotel, they will be free for a buffet breakfast Page Trainee: Dao Thuy Anh Restaurant’s menu has vary of dish with European and traditional Vietnamese In addition, Hoa Binh Restaurant and Hotel has bar coffee with two- parts: garden and conditioner room Picture Gaden area Picture Conditioner room Hoa Binh Restaurant and Hotel also take consideration of the recreational facilities of the guests The facilities that the guests can enjoy are enlisted below: - Selling souvenirs - Selling air ticket, train ticket - Currency exchange - Linking with tour operators to organize inbound tours and outbound tours - Newspaper - Bar - Karaoke - Sauna, Jacuzzi, steam, massage Page Trainee: Dao Thuy Anh Hotel organization Chart Hoa Binh Hotel Organization Head of FOM Department Leader Director Chambermaid Laundry Attendent Hotel Manager Head of Housekeeper Department Leader Receptionist Bellman Business operations 6.1 Accommodation Hoa Binh hotel has 60 rooms, mostly offering beautiful decoration and qualified facilities There are four main categories of room in Hoa Binh Restaurant and Hotel Firstly, Hoa Binh standard room has space suitable for many types of guest wishing to rest and experience in a new place It has an area of 24m2 decorated with modern luxurious wooden furniture at the back of the hotel Picture Standard room Page Trainee: Dao Thuy Anh Secondly, superior room is a room with a spacious view of the river countryside, creating a feeling of relaxation, romance It has an area of 26m2, the decoration is the same as a standard room: luxurious and modern Picture Superior room Thirdly, deluxe room is a luxurious room with a view of the city It has area of 28m2, original design and front office It gives for the guests the feeling of immersing in Long Xuyen city Picture Deluxe room Finally, although suite room and deluxe both have the original design and the front of the hotel, suite room is a high class room facing with river view, suite room is larger than deluxe room It has an area of 32m2 Picture Suite room Page 10 Trainee: Dao Thuy Anh Table Room Rate of Hoa Binh Restaurant and Hotel Price Per Night Room Type II Suite 1,990,000 vnd Deluxe 1,580,000 vnd Superior 1,060,000 vnd Standard 790,000 vnd Restaurant Introduction Hoa Binh Restaurant is open from 6:00 am to 22:00 pm, serving European and Asian dishes It has areas: restaurant in lobby A, lobby B, the first floor, the second floor, the eight floor • Lobby A restaurant: Lobby A restaurant: Located on the ground floor of the hotel, it is a suitable place to hold weddings, festivals, and conferences on a large scale Capacity scale: − Wedding reception: 350 - 450 guests − Classes: 250 guests − Movie theater: 400 guests • Lobby B restaurant: Located in the same location on the ground- floor of the hotel, it is also suitable place to organize weddings, birthdays, conferences in small scale The number of less than 100 guests Capacity scale: − Banquet table: 160 guests − Classes: 100 guests − Theater: 150 guests Page 11 Trainee: Dao Thuy Anh • st floor restaurant: located at the st floor of the hotel, which can hold conference, festival, wedding with a medium scale Capacity scale: − Wedding reception: 260 guests − Classroom: 100 guests • The second floor restaurant: it includes air- conditioned dining room serving alàcarte, don ca tai tu, party from 10 to 60 guests • The eight floor restaurant: serving buffet breakfast, coffee and party From the restaurant, the guest can enjoy panoramic view of Long Xuyen city Restaurant Organization Chart Hoa Binh Hotel Organization Chart Leader Vice Leader Shift Leader Cashier Batender cleaner decorater Deputy of Restaurant Department Executive Chef Sous Chef Page 12 Trainee: Dao Thuy Anh Restaurant operation 2.1 Table Service Before a banquet service is started, the staff need to confirm the menu and the number of customer Then setting the table base on the menu Each guest has a set of eating utensil such as glass, set of dishes, chopsticks, spoon and napkin Set of eating utensil can be changed to base on customer who is European or Asian Hence, table service dinner can be individually served for alàcarte menu or can be served in a group style by the way of set menu Picture 10 Dining room Page 13 Trainee: Dao Thuy Anh 2.2 Buffet Service Hoa Binh Restaurant serves buffet style breakfast for more than 25 guests who have already taken the room reservation in the hotel Therefore, ticket of buffet breakfast is include in the hotel room rate Daily open hour is from 6:00 am to 9:30 pm The buffet breakfast is arranged in the eight floor Picture 11 Buffet area restaurant Besides that, the guests, whom they not stay in hotel, can use buffet breakfast if they buy the ticket buffet with 90.000 vnd for adult and 60,000 vnd for child In the buffet, almost food and utensil will be prepared Sometime, staff assigned to prepare made to order dishes such as: eggs omelets Here is the list some food that is not change in buffet • Beverage station: herbal tea, soya milk, orange juice, fresh milk, coffee, lipton tea • Bread and side dish: France bread, sandwich, pineapple jam, pate, peanut butter, strawberry jam • Desert food: yogurt, corn, sweet potato fried dumplings • Main food: spring roll, silkworm cake, fried tofu young, steamed fork, jambon, congee Page 14 Trainee: Dao Thuy Anh Part B: Internship Activities Job Description This is my first internship, I have a chance to become a trainee in Hoa Binh Restaurant and Hotel This report is an explanation of my impression during weeks internship course Therefore, I would like to describe clearly what I have done and learn in Hoa Binh Restaurant and Hotel My main job is a waitress in Hoa Binh Restaurant and hotel st ❖ week : • The first day I came to Hoa Binh Restaurant and Hotel to meet the instructor who assigned the job, disseminated the rules of restaurant, and time • My uniform was the white shirt and black trousers, I can wear the black flat shoes or the black athletic shoes I need to wear one’s hair in a bun st • Visit the restaurant: lobby A, lobby B, floor, the second floor, and the eight floor • Learn to distinguish and arrange eating utensil such as chopsticks, knives, forks, cups • Learn how to set up a party table ❖ 2, 4, week: I worked in the day shift Each trainee needed to work on the th floor in the twice week There are two members and I started at 6:30 am The first thing on the day shift is to clean the furniture, it is very important to make sure I can pick up my guest ✓ Welcome and seat the guests • I stood in front of the elevator to wait for guests • Smile and establish direct eyes contact • Use appropriate greeting with pleasant voice Page 15 Trainee: Dao Thuy Anh “Good morning sir/madam! Welcome to Hoa Binh restaurant” • Show interest in the guests by saying “How are you today?” “Do you expect anyone else?” ✓ Present menu and beverage list (for guest who did stay in the hotel and had breakfast) • Take the menu from the service station • Give out menus to each guest (the menu included food and beverage) • Introduce special menu of the day and notify any items not available ✓ • Ask if guest have any special requirement Take and communication order • Sent the captain order for cashier, kitchen and bar • Set up cutlery according to dishes ordered • In case, food or drink is not available after sending order to kitchen or bar, apologize guests and suggest an alternative ✓ ✓ Serve meal and drink Present the bill • Obtain the bill from cashier and check the accuracy before presenting • Compare all items in the captain order to the actual consumption • Ensure every order was indicated on the bill • Present the bill to the host or person who ask for it be saying: “Here is your bill, Sir or Madam How would you like to settle” ✓ Handle payment Page 16 Trainee: Dao Thuy Anh ✓ ✓ ✓ Get feedbacks Service close: • Put tables and chairs in order • Prepare for the next service Serve for buffet: Buffet breakfast on the th floor, trainees start work at 6:30 am • Case 1: the guests staying at the hotel is more than 25 guests ( buffet is hold) − Welcome to guest − Check the buffet ticket and tick in the hotel stay report − Clean up eating utensil that has been on the table of guest − Observe eating utensils, ice, milk, soft drink and I will add the amount of additional drink depend on the number of unused guests, time of buffet − After the buffet was end, count the number of tickets and fill in the report to compare the number of guests using the buffet breakfast with hotel − After the buffet was end, clean the buffet and setup for next day • Case 2: the guests staying at the hotel is less than 25 guests ( buffet is not hold) − The guests have two option: + Choosing food in the buffet menu and it is free +Choosing food in the restaurant’s menu and it is charge separately Page 17 Trainee: Dao Thuy Anh ❖ 3,4,5 week: st • Preparing banquet tables at lobby A, lobby B restaurant, floor • Serving the party add ice and set the food on the tables for guests according to the menu After the party was over, clear party area and set up new table for the next party • Usually birthday party, wedding will last to hours Requirement and responsibility ❖ Requirement: the staff in restaurant should have professional knowledge and good look They need to create an environment that make guest feel welcome Moreover, the staff should have the positive attitude, hospitality, friendliness, and respect for the guest as well Besides that the staff should be active, quick to make sure that everything is cleaned and available ❖ Responsibility: the waiter and waitress are responsible for proving food and beverage Next, the staff have responsibility to tidy up the room, table, utensil, chairs, napkin, and set up table Moreover, they have duties to set the food on the table and serve for the guest In order to, the staff must check everything again to make sure all of them are ready before serving Learning in Internship During the practice internship, I learned a lot of experiences, knowledge and lessons through contacting with the real work environment When I worked as a waitress in Hoa Binh Restaurant and Hotel I was studied many useful thing: − I have learned dedicated working style of the staff in the restaurant − I become friendly and professional, deal with many problems and always stay calm Page 18