Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skills and knowledge in food and beverage department at sunset beach resort and spa

VIETNAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES SPECIALIST SKILLS AND KNOWLEDGE IN FOOD AND BEVERAGE DEPARTMENT AT SUNSET BEACH RESORT & SPA FULL NAME: NGUYEN QUYNH TUYET NHI STUDENT’S CODE: DTA176145 INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 INSTRUCTOR: NGUYEN THI XUAN HUE nbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb An Giang – 2021 VIETNAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES SPECIALIST SKILLS AND KNOWLEDGE IN FOOD AND BEVERAGE DEPARTMENT AT SUNSET BEACH RESORT & SPA FULL NAME: NGUYEN QUYNH TUYET NHI STUDENT’S CODE: DTA176145 INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 INSTRUCTOR: NGUYEN THI XUAN HUE An Giang – 2021 ACKNOWLEDGEMENT First and foremost, I would like to express the sincere appreciation to the Faculty of Foreign Language and An Giang University (AGU) for making all arrangements for our internship despite this pandemic moment This internship would not have been possible without the acceptance of Sunset Beach Resort and Spa I am also thankful to the outlet manager, Mr Do Duc Hai for giving me the chance to perform my internship at Soleil Fusion Restaurant I would like to give my heart full appreciation to the F&B team, especially Mr Huynh Van Lang for directly guiding me and answering all my questions regarding meaningful information for my report Mr Cao Thanh Hoa had placed a tremendous amount of patience into guiding me to the perfection of my task Although I made careless mistakes throughout my internship, my mentors always gave me a chance to fix my mistake and constantly improve to be better I want to say thank you for always taking care of me, protecting me and giving me many useful advices Last but not least, with the support from my family and the encouragement from my peers, I could overcome a very tough time in my life and finished my internship This internship had been an exciting experience and keeping my peers as motivational and mental support helps to keep this internship program in a smooth and positive flow TABLE OF CONTENT PART A: DESCRIPTION OF INTERNSHIP COMPANY………………….… I Overview……………………………………………………………………….….2 II Accommodation……………………………………………………………….…3 Deluxe Room……………………………………………………………… Deluxe Ocean View………………………………………………………….4 Deluxe Ocean Panorama………………………………………………… 4 Sunset Premium Ocean Panorama…………………………………………4 Family Deluxe room…………………………………………………………5 Grand Suite Ocean Panorama………………………………………………5 III Dining……………………………………………………………………………6 Soleil Fusion Restaurant – All day dining………………………………….6 Sunset Beach Bar…………………………………………………………….8 IV Facilities and Services………………………………………………………… PART B: INTERNSHIP ACTIVITIES………………………………………… 10 I Job description………………………………………………………………… 10 Morning shift (6:00 am to 2:00 pm)……………………………………….11 1.1 Operating buffet service……………………………………………… 11 1.2 Operating A la carte service……………………………………………11 Afternoon shift (2:00 pm to 10:00 pm)……………………………………12 II ADVANTAGES, DISADVANTAGES, REASONS AND SOLUTIONS……13 Advantages………………………………………………………………….13 Disadvantages, reasons and solutions…………………………………… 14 III INTERNSHIP EXPERIENCE……………………………………………….14 PART C…………………………………………………………………………….16 I Conclusion……………………………………………………………………….16 II Suggestions…………………………………………………………………… 16 Suggestions for the internship company………………………………….16 Suggestions for Faculty of Foreign Languages………………………… 17 REFERENCES…………………………………………………………………….17 LIST OF PICTURES, CHARTS AND TABLES Picture 1: Sunset Beach Resort and Spa………………………………………….….2 Picture 2: Deluxe Room………………………………………………………….… Picture 3: Deluxe Ocean View Room…………………………………………….….4 Picture 4: Deluxe Ocean Panorama……………………………………………….…4 Picture 5: Sunset Premium Ocean Panorama…………………………………….….4 Picture 6: Family Deluxe room………………………………………………….… Picture 7: Grand Suite Ocean Panorama………………………………………….…5 Picture 8: Soleil Fusion Restaurant………… ………………………………….… Picture 9: Breakfast Buffet………………….…………………………………….…7 Picture 10: Sunset High Tea Set…………………………………………………… Picture 11: Floating Meal……………………………………………………………7 Picture 12: Buffet Party………………………………………………………… .7 Picture 13: Sunset Beach Bar……………………………………………………… Picture 14: The resort’s infinity pools……………………………………………….9 Picture 15: The lawn area………………………………………………………… 13 Picture 16: Customer's review on a booking website…………………………… 13 ABSTRACT Internship is to get practical knowledge of the hospitality industry and to apply learned skills to contribute to the industry Apart from that, getting prepared for a working life and also exposure to the work culture was my main goal in taking this internship program Students are given a chance to have hands-on experience whereby students are given the opportunity for an internship exposure and write a report about their experience and findings in the reality of the workplace Despite this pandemic moment, I was fortunate enough to be accepted at Sunset Beach Resort & Spa Phu Quoc The internship report gives out general information of my internship activities for a span of weeks, from February 7th to March 25th Firstly, this report will give an overview of the organization Next, a full description of tasks carried out in the Food and Beverage Departments and duties explored along with challenges and experience that I gained form the internship Finally, some suggestions for the internship company and Faculty of Foreign Languages at AGU are stated PART A DESCRIPTION OF INTERNSHIP COMPANY Picture 1: Sunset Beach Resort and Spa I Overview Sunset Beach Resort & Spa is a four-star resort located at 100C/2 Tran Hung Dao street, Duong Dong, Phu Quoc, Kien Giang Situated right next to the beach and in the center of the bustling Duong Dong Town, it is really convenient for customers to discover many nearby attractions such as Phu Quoc Night Market, Duong Dong Market, Phu Quoc Waterfall, Sao Beach, Phu Quoc Prison, etc Although the resort was first opened in 2019, locals and tourists are all familiar with the name of Sunset Beach Bar & Restaurant Since its opening in 2016, Sunset Beach Bar has always been an ideal destination for both domestic and foreign tourists when they would like to enjoy a high-quality drink, some delicious food, or to dive in a dynamic music night under a glamorous Phu Quoc sunset skyline on the beach Sunset Beach Bar & Restaurant has kept its place as one of the top bars and top 10 restaurants in Phu Quoc Island since 2016 Sunset Beach Resort & Spa is designed with modern and luxurious architecture, which not only focuses on guests’ experiences and comfort, but also gives customers the feeling of blending into the nature, especially with the beautiful Duong Dong beach of Phu Quoc With professionalism, friendliness and hospitality, customers can experience comfortable and happy moments chilling in the resort’s ideal leisure place II Accommodation Sunset Beach Resort & Spa has blocks namely A, B, C with 117 internationally standardized rooms, all of which are modernly and conveniently designed to provide guests with the best experiences All of the rooms are spacious and filled with equipment that can meet customer expectation for a top-rated resort, including cable TVs, air conditioners, free high-speed Wifi, safes, bathtubs, etc Whether it is a family or a couple on a honeymoon retreat, Sunset Beach Resort & Spa Phu Quoc features six modern and tastefully designed rooms to accommodate all travelers Deluxe Room With the size of 32-34m , it is designed with graceful, simple and modern style Deluxe rooms, are equipped with one King bed or two single beds with elegant design It will bring a great experience for every family Picture 2: Deluxe Room Deluxe Ocean View The room speaks itself as it boasts the looks of the ocean, mountain, palm tree farm and breathtaking sunset view of the ocean view facing the gulf of Thailand Similarly, with graceful, simple and modern design, Deluxe King rooms, which have a size of 32m , only come with one King bed Picture 3: Deluxe Ocean View Room Deluxe Ocean Panorama With the customizable size ranging from 32-44m , this room is simple and yet it comes with modern design This room comes with an option of one King bed or two single beds, elegant furniture and a balcony that looks out to the beautiful ocean, across the mountain, palm tree farm or gorgeous sunset Picture 4: Deluxe Ocean Panorama Sunset Premium Ocean Panorama Made and design perfectly for couples or newlyweds, this room has an area of 36m , full height glass window, each Sunset Premium Ocean Panorama room has a separate balcony with stylish indoor space, which makes the overall atmosphere relaxing and romantic The luxury bathtub with the panorama view of the ocean, is the best place for enjoying the magical sunset in Phu Quoc Island while enjoying your own private bathtub Picture 5: Sunset Premium Ocean Panorama Family Deluxe room The Family Deluxe room is designed specially for family travelling with children Approximately 56m with seperate rooms and separate bathroom, the room will satisfy your family’s needs while enjoying your vacation Perfect for travelers up to pax or families staying connected to both rooms while enjoying the accommodation Picture 6: Family Deluxe room Grand Suite Ocean Panorama This spacious room boasts its size of 56m area and is furnished with modern and luxurious large bed, restful bathtub, all of which will help our guests at ease to enjoy the charming and poetic beauty of nature, the coast and the skyline of the best view of Phu Quoc Island Just a stone’s throw to the ocean, the sounds of nature and the sound of waves can be easily heard right out when you open the door to your balcony Picture 7: Grand Suite Ocean Panorama III Dining Soleil Fusion Restaurant – All day dining Picture 8: Soleil Fusion Restaurant At first, the restaurant was called “Sunset Beach Restaurant” Then, in order to convey the characteristics of the restaurant, the General Manager of the resort changed its name to “Soleil Fusion Restaurant” which means the combination of Asian and European cuisine Furthermore, as a French word “Soleil” means "sun", the restaurant is expected to have a bright future and become more and more developed This is the only restaurant in the resort which is on the first floor of block B At Soleil Fusion Restaurant, the resort prides itself on its culinary heritage of excellence and innovation With breakfast buffets, inspiring lunches and dinners with an international a la carte menu, combo menu, set menu and drink menu, customers can look forward to an exciting culinary journey The menu features fresh, healthy Vietnamese, Asian delights, as well as European signature dishes The restaurant can accommodate up to 100 people with both inside and outside areas Moreover, from 3pm every day, the restaurant also operates a lawn area located between the infinite pool and the beach, to give customers the experience of enjoying their meals while watching the sunset Picture 9: Breakfast Buffet Breakfast Buffet is open from 6:30 am to 10:00 am everyday The hearty breakfast buffet offers guests an extensive array of delicious fresh Vietnamese and International delights and it has different dishes every day  A la carte menu is served from 11:00 am to 4:00 pm everyday  Combo menu is served from 4:00 pm to 10:00 pm  Set menu is only served on special occasions like Lunar New Year for target customers Additionally, Soleil Fusion Restaurant also offer customers in-room dining service, Sunset High Tea set, Floating Meal, buffet party and BBQ party Picture 10: Sunset High Tea Set Picture 11: Floating Meal Picture 12: Buffet Party Sunset Beach Bar From 9:00 am to 2:00 am the next day, customers can enjoy many types of drink and delicious dishes, immersing in the best music during the night Besides, some entertainments are provided such as acoustic show, DJ party and fire dance Picture 13: Sunset Beach Bar IV Facilities and Services Sunset Beach Resort & Spa has excellent and modern facilities that can satisfy guests’ requirements First, Sunset Spa is one of the most noticeable facilities which offers its guests several exceptional treatments to refresh their body, mind and soul Next, the modern fitness center is equipped with state-of-the-art cardiovascular equipment, including treadmills, exercise bicycles and weight machines, along with full-range weights Guests will also enjoy complimentary access to the resort’s infinity swimming pools possessing a modern design and a view of the vast ocean Moreover, two dedicated meeting rooms, each can host up to 60 guests in a variety of room layouts are also provided Other facilities and services provided by Sunset Beach Resort & Spa include tour desk, currency exchange, laundry services, transportation service, babysitting service, free private parking, a kid club and free WiFi throughout the property To assist customers in completing their journey of discovering the wonderful island and fulfilling their entire holiday, the resort also offers remarkable locations for unforgettable and successful gatherings, social events, gala dinner and teambuilding activities Whether you are planning for a leisure holiday or a private and business combined trip to Phu Quoc Island, Sunset Beach Resort & Spa will definitely excel as the perfect choice that assures any guests of distinctiveness and satisfaction Picture 14: The resort’s infinity pools PART B INTERNSHIP ACTIVITIES After acquiring the basic knowledge of the hospitality industry while taking the "Restaurant Profession" class last semester, I was quite interested in this industry because it is one of the most developed industries today Furthermore, an internship in this industry would help me learn a lot of useful knowledge, necessary skills, as well as challenge myself with things I had never done before so that I could get the best preparation for my job in the future At Sunset Beach Resort & Spa, of my classmates and I were assigned to work in Food and Beverage Department (F&B) This part includes internship activities, pros and cons and experiences that I have gained during the internship I JOB DESCRIPTION In the 2-month internship period, I had to rotate through different positions such as hostess, cashier, bartender and waitress, performed various activities which involved a lot of multitasking owing to the lack of official staff in the restaurant There were only people including an outlet manager, captains, a waiter and a waitress On the first day, we were given information about the department by a captain of the restaurant Then, he gave us a quick guide on how to serve the breakfast buffet and we started to work from that very first moment We worked on hours shift schedule for days a week and our off days were arranged randomly Two main working shifts are M6 (morning shift from 6:00 am to 2:00 pm) and A2 (afternoon shift from 2:00 pm to 10:00 pm) Sometimes we also took M7 and A3 if there was a gala dinner, birthday party, or other events The working schedule was arranged monthly, but it was usually amended by the outlet manager for some reasons 10 During this internship, I was assigned to work as exactly as an official staff of the restaurant The daily activities that I performed while working in Soleil Fusion restaurant are listed below: Morning shift (6:00 am to 2:00 pm) 1.1 Operating buffet service Once arrived at the workplace, I had to ensure that the breakfast room is fully set up to the restaurant’s quality standards, regarding cleanliness, presentation and environment Next, I would prepare hot and cold beverages such as coffee, green tea, milk and at least types of fruit juice Then I put the proper name tags for all hot dishes, cold dishes, pastry items and beverages As a hostess, I would welcome guests when they came in and ask for their room number, then lead them to the table As a waitress, while going to customers’ tables to clear finished dishes, I was supposed to ask about their experiences at the resort in general and the restaurant in particular If they are satisfied with everything in the resort, I would politely ask them to give a 5-star rating on Tripadvisor or other similar websites In contrast, when they had any problems with their rooms or complained about the restaurant’s food, I would say sorry for their bad experiences and find a convincing reason to explain to them After that, it was my responsibility to report these problems to the outlet manager to find the best way to solve them as soon as possible In addition, it was my duty to fulfill customers’ requests such as reheating and pureeing food 1.2 Operating A la carte service After closing the breakfast buffet at 10:00 am, we would set up the table to A la carte style which includes mats, plates, napkins, eating utensils and glasses The most difficult thing when serving customers with A la carte menu was that I had to remember the menu as well as the ingredients and recipes of each dish to 11 introduce to customers Moreover, the F&B team was supposed to help the chefs make simple dishes like spring rolls and decorate plates whenever we had free time At 1:00 pm, of us would push a trolley and go to the blocks of the resort to clear all the dirty crockery, cutlery and glassware from the in-room dining service During the working time, our other responsibilities include picking up the call from both the receptionists and guests, taking, preparing and deliver room service orders Afternoon shift (2:00 pm to 10:00 pm) Before working, the outlet manager would usually give us quick training courses on restaurant service procedure, food allergies, dietary needs, food safety and etc After receiving handover from the morning shift, we would continue to serve guests with the A la carte menu Then at 3:00 pm, a captain and I would start operating the lawn area where we had to go downstairs from the restaurant This task required a lot of labor as we had to set up heavy furniture and hand transport various items such as menu, crockery, cutlery, glassware, decorations, napkin, tissue, toothpick, towel, dustbin and so on At 4:00 pm, the A la carte menu would be replaced by a combo menu My job was to introduce that new menu to our guests, take their orders and serve them during their meals As the manager’s request, I needed to ask for customers’ photos a day and post them on social media to promote the restaurant’s lawn area At 9:00 pm, we stopped taking order, cleared the lawn area and transported everything back to the restaurant Finally, I did a revenue report and submit it at the reception under the supervision of my captain 12 Picture 15: The lawn area II ADVANTAGES, DISADVANTAGES, REASONS AND SOLUTIONS Advantages The first advantage is that I am in English major and I have background knowledge about other countries’ cultures, so it was easy for me to interact well with people from different countries Second, most of the customers were really nice and approachable They usually give me compliments when I did a good job, which gave me a strong motivation to improve myself every day Another advantage is that the company provided accommodation as well as meals a day for interns Picture 16: Customer's review on a booking website 13 On the top of that, the official staff in Soleil Fusion restaurant is perfectly friendly It can be said that they guided me with all their passion and was willing to answer all of my questions Especially, they always took care of me, protected me, gave me many useful advices and even cooked for me a lot of good foods Disadvantages, reasons and solutions The biggest downside when working at the restaurant is the pressure of work due to the lack of staff I usually worked more than hours a day and also had to heavy work Soleil Fusion in the afternoon operating both inside the restaurant and the lawn area, but sometimes there were only staff working on the afternoon shift, meaning one of us would run the restaurant and the other would be in charge of the lawn area As a result, work was over-loaded and many unexpected situations happened as we could not give our guests the best care Furthermore, I was scheduled to work alone on the afternoon shifts for several consecutive days while all of my friends were arranged to work in the morning that somehow made it difficult for me to get along well with them and it was also dangerous for me to go back to the staff house alone I tried to convince my manager to rotate our shifts but he did not accept So the best solution here was that I just tried my best to work and tried to communicate more with my friends Additionally, that was my first time working in the hospitality industry and it is not my major, so it was quite hard for me to understand the working process, that led to making mistakes many times In order to resolve this problem, I asked my captain to give me more explanation and tried to remember it III INTERNSHIP EXPERIENCE This internship has given me wonderful experiences and many newly acquired skills Firstly, many customers of the resort were foreigners, so I had many opportunities to practice my English as well as my Chinese I learned how to serve 14