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

TABLE OF CONTENT ACKNOWLEDGEMENTS LIST OF PICTURES AND TABLES LIST OF ABBREVIATIONS PART A: PURPOSES PART B: CONTENTS I General information about Hoa Binh Hotel and Restaurant .2 Introduction 2 Organization 3 Business operation 3.1 Hotel 3.2 Restaurant 3.2.1 Food and Beverage 3.2.2 Wedding and Event II Internship activities III Advantages in the internship IV Difficulties in the internship V Cause of difficulties and solutions for themselves .10 VI What I learn from the internship 10 PART C: CONCLUSION AND SUGGESTIONS 12 I Conclusion 12 II Suggestions 12 Suggestions for the Internship Company 12 Suggestions for An Giang University and Faculty of Foreign Languages 12 REFERENCES 14 ACKNOWLEDGEMENTS Internship is an unforgettable time for myself and also helps me to create many memories with my teachers and friends I am very grateful to my university, the instructors and all staffs of Hoa Binh Hotel and Restaurant for their wholehearted guidance so that I can complete the internship process and graduation report well First of all, I would like to thank all the lecturers at An Giang University for teaching and supporting me during the past school years Second, I would like to express my sincere thanks to the Faculty of Foreign Languages at An Giang University with which I have been during my university years, for giving me the opportunity to experience practical knowledge related to the field of study Next, I would also like to thank my respectable lecturer, Ms Do Thi Ngoc Nhi, teaching at the Faculty of Foreign Languages, An Giang University as my instructor for helping me complete this report I would also like to thank the Board of Directors, Department Management, Sales Department staffs, restaurant staffs and other departments of Hoa Binh Hotel and Restaurant They help me with great enthusiasm and teach me skills while working in the hotel and restaurant Everyone has made me feel very comfortable working with them, I am very grateful for this At the same time, I would like to send my deep thanks to Mr Nguyen Van Nghiem, who has guided me to become the professional fields and teaches me how to work professionally, Mr Nghiem has also frankly commented so that I can improve myself Beside that, I also want to thank all my friends who are always there to help each other and together fulfill the assigned tasks very well Especially, I am thankful to my family for giving me much motivation and love I thank my parents for always being by my side to care, support and encourage me I sincerely thank! LIST OF PICTURES AND TABLES Picture 1: Hoa Binh Hotel and Restaurant Chart 1: Hoa Binh Hotel and Restaurant Organization Chart 2: Hoa Binh Hotel and Restaurant Office Organization .4 Picture 2: Suite room Table 1: The room rate at Hoa Binh Hotel and Restaurant th Picture 3: The floor restaurant Picture 4: Prepare for the wedding party Picture 5: Set up the table Picture 6: Decorate a wedding party 12 LIST OF ABBREVIATIONS FOM: Front Office Manager VND: Vietnam Dong AGU: An Giang University COVID-19: Corona virut Diseases 2019 PART A: PURPOSES During the years of study, we have learned the theory of hotel and restaurant field, but learning the theory is not enough because today society is more and more modern, hotels and restaurants sector are increasingly developing So through the internship I hope to help me practice the academic knowledge learned and supplement myself with more practical skills Therefore, I chose Hoa Binh Hotel and Restaurant with stars as the place for me to practice I think this is a good place for students to learn and exchange experiences I hope that when I come here to practice, I could learn many skills as well as knowledge about the hottest industry today My report has six main parts: General information about Hoa Binh Hotel and Restaurant Internship activities Advantages in the internship Difficulties in the internship Cause of difficulties and solutions for themselves What I learn from the internship PART B: CONTENTS I General information about Hoa Binh Hotel and Restaurant Introduction: Picture 1: Hoa Binh Hotel and Restaurant Hoa Binh Hotel and Restaurant was built in 1993 with star standard including hotel and garden coffee called Hoa Binh Club Private Enterprises Hoa Binh belongs to the Military Command of An Giang Province with the services of restaurants and hotel, quality of facilities as well as high standard service, located on the main traffic road, connecting with the Southwestern provinces and the Kingdom of Cambodia In addition, this place was located on the financial, commercial and administrative complexes of An Giang Province With luxurious design, Hoa Binh is the best place for tourists to visit, stay, work in the province, organized weddings, parties with friends and family This is also a suitable place to exchange provinces in the region and border areas Especially, Hoa Binh hotel restaurant is a stars standard hotel with modern equipment, self contained service, class service style The restaurant is divided into many areas for you to choose from to relax and enjoy delicious food Here are some ways to contact with Hoa Binh Hotel and Restaurant: -Address: No.130, Tran Hung Dao Street, My Binh Ward, Long Xuyen City, An Giang Province -Phone number: 0296.6250.440 (Reception Department), 0296.6250.434 (Business Department) -Email: pkdhoabinhhotel@gmail.com -Website: hoabinhhotel.vn Organization: In addition to modern facilities and delicious food, Hoa Binh Hotel and Restaurant also owns a working machine with a team of experienced managers and staffs The organization of Hoa Binh is also shown in a very professional way, each employee is assigned to each department What I feel that I should learn the most from them is that they have a very high teamwork spirit and improve their productivity Here is the organization chart of Hoa Binh 1: Chart 1: Hoa Binh Hotel and Restaurant Organization Director Deputy of Restaurant Department Executive Restaurant Shift leader Cashier Bartender Cleaner Executive Chef Store keeper Cook Assistant Hotel Manager Head of FOM Department Receptionist Bellman Head of Housekeeper Department Deputy Director Head of Sale and Marketing Department Chambermaid Laundry Attendant Staff Decor Chart 2: Hoa Binh Hotel and Restaurant Office Organization Director FinanceAdministration Department Accounting Department Staff Driver Staff Technical Department Security Department Staff Staff Business operation 3.1 Hotel: rd th In Hoa Binh 1, the area from the to floor is the hotel area It has 60 comfortable, luxurious rooms, stars standard and up to 120 guests In addition, the hotel's campus area is spacious and safe, with parking space for large vehicles In terms of the quality of the price and the quality of the rooms, it is extremely varied, the hotel has many types of rooms as well as different prices Room rates range from 790,000 VND to 1,990,000 VND On the other hand, what can attract customers is that the hotel owns modern equipment such as cable TV, free internet, mini bar, bathtub, water heater, air conditional and safe Especially, the hotel also has a health care area such as massage, steam bath, Jacuzzi At the hotel receptionist area, there are also support services such as souvenir sales, airline tickets, train tickets, currency exchange and association with tour operators that organize domestic and international tours Picture 2: Suite room Time for check-in and check-out: -Check-in: 2:00 PM -Check-out: 12:00 PM The table below is the specific room type and official price for each room of Hoa Binh hotel Table 1: The room rate at Hoa Binh Hotel and Restaurant Type of room The rate of room Standard Double room Standard Twin room Superior Double room Superior Twin room Deluxe room Suite room 790,000 VND 790,000 VND 1,060,000 VND 1,060,000 VND 1,580,000 VND 1,990,000 VND 3.2 Restaurant: 3.2.1 Food and Beverage: th The floor restaurant is designed in a very ancient European style which brings cool and comfortable atmosphere The restaurant has two outdoor and air-conditioned areas to create a spacious space for customers to freely choose their seats There is an outdoor area where you can enjoy panoramic view of Long Xuyen City and Hau River In addition, the restaurant also planted a lot of ornamental plants such as bamboo, cactus around to create a garden fresh feeling, customers can also enjoy singing birds and enjoy music when having breakfast The breakfast buffet service area is open from 7:00 AM to 9:00 AM, only guests staying at the hotel can enjoy the free buffet breakfast Not only that, th the floor restaurant also serves lunch and dinner, very suitable for small meals with family and friends th On the other hand, the floor has a coffee bar serving from 7:00 AM to 10:00 PM When customers enjoy coffee in the evening, they are watching the golden lights with climbing flowers on the balcony creating a very romantic atmosphere This is also a good place to meet partners for discussing work because of comfort and convenience Breakfast menu of the restaurant has a lot of popular food and beverage in Vietnam such as beefsteak and potato, noodles, Pho, white noodles soup with pork or stewed beef, rice noodles with fried beef, omelet and bread, steamed pork and bread, steamed rice and grilled pork Lunch and dinner menu offers some kinds of foods cooked from beef, chicken, pork, seafood, buffalo meat or venison There are hot and cold, milk, smoothies, juices, cocoa hot and cold, soft drinks, soda, coconut, water melon th Picture 3: The floor restaurant 3.2.2 Wedding and Event: Hoa Binh Hotel and Restaurant is one of the famous places for organizing weddings, banquets, conferences, seminars, exhibitions on display in Long Xuyen City The luxurious design with modern equipment and professional staff will help customers succeed in event of great importance, Hoa Binh has a large hall with a capacity of up to 450 guests and other floors with a smaller capacity Hall A restaurant located on the ground floor of the hotel is a suitable place for large-scale weddings, parties, conferences, accommodating from 350 to 450 guests Hall B restaurant located on the ground floor of the hotel is suitable for small scale events, meetings, discussions, parties, birthdays, family warmth, accommodating from 50 to 150 guests st st The floor restaurant: The semicircular hall is located on the floor of the hotel, which can be used to organize conferences, parties, weddings with a medium scale, accommodating from 60 to 260 guests nd nd The floor restaurant: Conference room located on the floor of the hotel is a suitable place to organize conferences, seminars, parties, birthdays with small scale The meeting room is ideal for small conferences of 30 to 40 guests In addition to conference room 1, there are also private airconditioned rooms serving alacarte, Southern amateur music, festival, birthday party from 10 to 60 guests Furthermore, the restaurant also has services for weddings, parties, birthdays at home with reasonable prices, standard food quality, professional service with many attractive incentives For this type, customers not have to move far because the restaurant has taken care of everything Kindness, richness and varied menu are the motto of Hoa Binh Hotel and Restaurant II Internship activities Personally, I like to work in a flexible environment so I thought of becoming a professional waitress at the hospitality industry So I chose stars Hoa Binh Hotel and Restaurant to complete the internship The internship from January 21, 2021 to April 18, 2021 Part II of the content is to describe activities I learned and did during my internship at Hoa Binh Restaurant has two main working hours: morning shift (from 6:00 AM to 2:00 PM) and afternoon shift (from 2:00 PM to 10:00 PM) I was assigned an internship at the restaurant department under the management of Mr Nghiem, we consist of 15 people and are divided into two groups, two groups have to change shifts each week and work hours a day th The floor restaurant is considered an important place of the restaurant because every morning there is a buffet breakfast for guests, which is open th throughout the week Therefore, in the morning I was on the floor at 6:00 AM because around 7:00 AM guests from the hotel went to breakfast Firstly, when the guest just exited the elevator, I asked them whether they are from outside or the hotel Next, if customers are from outside, I bring the menu to them, but if guests are staying at the hotel, I check the ticket for guests and write it on the daily check When guests had finished eating, I cleaned up the dirty dishes and plates 9:30 AM is a buffet line cleaning time, after finishing the buffet line, I put the new dishes back on to prepare them tomorrow morning When working in the afternoon shift, I was the task of cleaning the jars of soy sauce and fish sauce, preparing the spices for the next morning, placing more dishes and plates for the buffet line, cleaning tools such as spoons and knives The work were also easy so on the first day when restaurant’s staff teaching me, I learned quickly, so I was not have to worry th After I had finished my work on the floor, I went down to the hall where there were a wedding and conference reception to prepare the party in advance Firstly, I prepared spoons, chopsticks, bowls, glasses and plates from washing house After that, I set up table with the style given by manager Next, I was prepared dipping sauces for each table, I think this task very difficult because I was to dipping sauces with enough tables and not left over Therefore, I was to count carefully not to make any mistakes When there was party, I had to put ice for guests On weekends, there were a lot of parties that placed restaurants at home, I am assigned to practice and the preparation process was like partying at a restaurant Although sometimes I was tired, I also felt happy that I was friends by my side The time at restaurant made me so exited Picture 4: Prepare for the wedding party Picture 5: Set up the table III Advantages in the internship During the internship I encounter difficulties as well as advantages First of all, this is a very professional and disciplined workplace Therefore, I have trained myself to have a sense of responsibility Although the restaurant has many rules, but not because they are too strict, they always create a comfortable working space for me Secondly, Hoa Binh Hotel and Restaurant always offers the best deals for all of us We have breakfast at an internal cost of 17,000 VND, all beverages at the coffee bar are priced at 10,000 VND When the restaurant had a breakfast party, we all got the chance to give out a free loaf of meat sandwich Next, I was very lucky because I have been exposed to a lot of friendly and kind staffs, they help me a lot and gave me the most sincere advice In particular, I also have friends by my side to accompany and help each other when needed In the end, I used to work part-time so I exposed to the job very quickly, so I was not surprised at work and felt very comfortable IV Difficulties in the internship Besides the advantages, I also encounter difficulties First of all, the most difficult thing is not being able to practice English skills as well as communicate with foreigners The reason is that the COVID-19 epidemic is still complicated, so the restaurant does not accept any foreign guests Therefore, I did not have the opportunity to learn and show my ability to communicate in English The second difficulty is that I cannot practice professionally in the hotel segment Before the internship, I thought I would divide the days to practice in both restaurants and hotels but I can only practice serving in the restaurant Next, I still feel like I lack confidence when communicating with customers Finally, there were days when I was to work between 6:00 AM and 2:00 PM, so I felt very tired and exhausted V Cause of difficulties and solutions for themselves I think the biggest reason why I have all these difficulties is my lack of confidence When becoming a waitress, the first thing you must have is good communication I am not sharp when faced with difficult questions from customers So the solution is that I have to improve my communication skills more, learn from my senior’s experiences and have to be flexible in handling difficult problems Finally, I think I have to get used to getting up earlier and exercising hard in my spare time to improve my health I think every job needs employees to be in good health, not just in the hotel and restaurant industry VI What I learn from the internship After two months of the internship, I was becoming more and more mature I learned patience and confidence from everyone I learned a lot of skills from the restaurant, how to work in a team, how to serve the customer Besides that, I know how to set up a table, arrange the table logically, place the utensils in the waiting table area, how to arrange the napkin and how to make the most beautiful tie, the party decoration, how to arrange time and work properly Most importantly, I have learned the manner of a professional waitress I think I will not forget the special moments during the internship as it gave me the opportunity to show myself 10 Picture 6: Decorate a wedding party 11 PART C: CONCLUSION AND SUGGESTIONS I Conclusion In my mind, the internship was very interesting During the internship, I felt it helped me to change myself I learned a lot of good things and did the work I was doing for the first time, it makes me know more about my weaknesses and strengths I was a bit worried about myself but finally I have some good feedback from manager Internship is a stepping stone for me to find my suitable job in the future, I wish I could become a professional waitress II Suggestions Suggestions for the Internship Company: Hoa Binh Hotel and Restaurant with stars standard has a good quality and this is really a great place for students to practice, but I have some suggestions for Hoa Binh to be more suitable for interns In my opinion, I think that the restaurant should give the opportunity for female students to experience a variety of department about Housekeeping Department, Reception Department, Office Department and sales areas Because the interns just work as a waitress, this makes them feel very tired and bored That will help Hoa Binh Hotel and Restaurant have more human resources Suggestions for An Giang University and Faculty of Foreign Languages: During graduate internship duration process An Giang University always makes effort to support students In my opinion, AGU have done very well their mission with us Besides that, there was conflict between the company and students I think AGU should have right and timely solutions for both companies and students for supporting the working progress And the last one, sample internship report should be available for student to accomplish the internship report more clearly and easily I am earnestly the Board of An Giang University will consider and approve my suggestions with objectivity Next, the Faculty of Foreign Languages has worried and cared about students a lot Instructors of the faculty also organized visits the company where we are practicing, I am very grateful for the attention from the lecturers in the Faculty of Foreign Languages But I have a small recommendation for the Faculty that is to organize a practical experience course in the work of English Because 12 during the years of study, we only learned theory, other than internships, we did not have any experience at all In addition, I think students should practice translating in newsrooms, news agencies I hope the Faculty of Foreign Languages will consider this idea of mine, because it will help students avoid being surprised when choosing a job in the future, extracurricular activities will help students be more active and creative, communication ability will be improved Moreover, the quality of learning will also be improved 13