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

VIET NAM NATIONAL UNIVERSITY HO CHI MINH CITY AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES FULL NAME: DƯƠNG THỊ THANH THẢO STUDENT’S CODE: DTA176254 SPECIALIST SKILLS AND KNOWLEDGE IN HOSPITABILITY INDUSTRY AT HOA BINH HOTEL AND RESTAURANTS PRACTICE REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 INSTRUCTOR: Ms ĐỖ THỊ NGỌC NHI An Giang – 2021 THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI TABLE OF CONTENT ACKNOWLEDGEMENT………………………………………………………… LIST OF PICTURES AND CHART………… …………………………………… LIST OF ABBREVIATION …………………………………………………………4 A INTRODUCTION…………………………………………………………… I.The purpose of report………………………………………………… II The contents of report………………………………………………… B CONTENTS…………………………………………………………………….6 I.Description of internship company ……………………………… Introduction of internship company……………………………6 General facilities………………………………………………….6 Services………………………………………………………… Staff structure ………………………………………………… 12 II Internship activities…………………………………………………13 Describe the jobs that I have done during practicing time…….13 III Advantages and difficulties…………………………………………15 Advantages……………………………………………………….15 Difficulties ……………………………………………………….16 IV Cause of problem and solution…………………………………… 17 V The things I have learned in the practicing time………………… 18 VI Conclusion and suggestion of the internship time………………… 19 Conclusion……………………………………………………… 19 Suggestions………………………………………………….…….20 2.1 For the Internship company………………………………….20 2.2 For Faculty of Foreign Languages……………………… … 20 References…………………………………………………………………………….…21 Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI Acknowledgment Internship is one of the important times for students to apply knowledge in the university into a practical environment, which is a valuable opportunity to get closer to their major that students have learned During the months of internship and the time to report my graduation thesis, I have received the help of many people By the way, I would like to thank the Board of Directors of An Giang University and the Faculty of Foreign Languages for creating an environment for me to study and practice reality At the same time, I would like to thank the management board, the heads of the department as well as all the staff of Hoa Binh Hotel - Restaurant for wholeheartedly helping me during my internship here In particular, I want to thank her deeply for Ms Do Thi Ngoc Nhi, who has helped me enthusiastically She not only provides professional guidance but also gives specific instructions on how to present and content, which is the basic foundation to help me complete the graduation report in the best way Lastly, I would like to sincerely thank my family, friends and those who provided support so that I can complete this report Because of the limited time, along with not much practical experience, my article cannot avoid its shortcomings, looking forward to receiving the comments of lecturers and friends Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI LIST OF PICTURES AND CHART  picture Hoa Binh Hotel and Restaurant  Picture Suite room  Picture Deluxe room  Picture Superior twin room  Picture Standard room  Picture Wedding in big restaurant  Picture Company organizing event  Picture Conference room  Chat Hoa Binh Hotel – restaurant Organization Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI LIST OF ABBREVIATION  VND: vietnam dong Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI A INTRODUCTION I The purpose of report For students, knowledge of qualifications is a necessary but not sufficient condition In addition to knowledge, students need to hone their implementation skills to apply knowledge into practice This is a condition for me to apply the knowledge I have learned into practice Through my internship at Hoa Binh hotel-restaurant, I have continued to gain more knowledge At the same time I have created new relationships, knowing how to work in a diverse group, in which the factor "relationship between people" is always appreciated Besides, I have access and get acquainted with the jobs related to the major that I am studying Instead of the knowledge in the book, I was directly involved in the work of the practice unit During my studies, I learned about the agency and unit along with activities related to the restaurant and hotel field This is also a good opportunity for me to learn how to organize work individually and in groups II The contents of report  My report has six main parts: Description of internship company  Internship activities  Advantages and difficulties  Cause of problem and solution  The things I have learned in the practicing time  Conclusion and suggestion of the internship time Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI B CONTENTS I.Description of internship company Introduction of internship company Picture Hoa Binh Hotel and Restaurant Hoa Binh restaurant-hotel was put into operation in 1993, after nearly 30 years of establishment and development, the restauranthotel has received the trust of local and distant customers Hoa Binh hotel restaurant is a 3-star standard hotel with modern equipment, self-contained service, class service style The hotel is located in the city center Long Xuyen, An Giang Province is located on the main traffic road, connecting with the southwestern provinces and the kingdom of Cambodia Address: No 130 - Tran Hung Dao Street - My Binh Ward Long Xuyen City - An Giang Province Phone: + Reception Department: 0296.6250.440 + Sales Department: 0296.6250.434 Email: pkdhoabinhhotel@gmail.com General facilities 2.1 General scale The hotel is arranged to link each area:  Duong Thi Thanh Thao Ground floor: Reception hall, Refreshment bar, Restaurant - Wedding reception with a capacity of 500 guests THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI Floor 1: Conference restaurant - wedding reception with a capacity of 300 guests  Second floor: Dining rooms with air conditioning from 10 to 60 guests, with machines for singing amateurs, health operation area: Massage, Steam bath, Jacuzzi  3rd floor -> 7th floor: 60 comfortable and luxurious rooms, meeting 3-star standard (accommodating 120 guests) 8th floor: Bar coffee, breakfast, buffet   2.2 The room tariff: 2.2.1 Suite room: Picture Suite room King size, Luxurious wooden furniture, Minibar, 32’ LCD TV with international channels, 02 Air-conditioners, 02 Telephones, Safety box, Closet, Kettle, Daily newspaper, Hairdryer, Water heater, Bathtub, Coffee and Tea-making facilities, Mineral water, Fresh flower and Fruit, Internet Wi-Fi, City view Price: 1,990,000 VND / Room / Night Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI 1.2.2 Deluxe room: Picture Deluxe room 26m2, Luxurious wooden furniture, Double bed, Minibar, 32’ LCD TV with international channels, 02 Air-conditioners, 02 Telephones, Safety box, Closet, Kettle, Daily newspaper, Hairdryer, Water heater, Bathtub, Coffee and Tea-making facilities, Mineral water, Fresh flower and Fruit, Internet Wi-Fi _33, City view Price: 1,580,000 VND / Room / Night 1.2.3 Superior twin room: Picture Superior twin room Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI 24m2, Twin or Double bed, Minibar, 32’ LCD TV with international channels, 02 Air-conditioners, 02 Telephones, Safety box, Closet, Kettle, Daily newspaper, Hairdryer, Water heater, Bathtub, Coffee and Tea-making facilities, Mineral water, Fresh flower and Fruit, Internet Wi-Fi, City view Price: 1,060,000 VND / Room / Night 2.2.4 Standard Room Picture Standard room 24m2, twin bed, Minibar, 32’ LCD TV with international channels, 02 Air-conditioners, 02 Telephones, Safety box, Closet, Kettle, Hairdryer, Water heater, Bathtub, Coffee and Tea-making facilities, Mineral water, Internet Wi-Fi Price: 760.000VND/Room/Night Services: Hotel and restaurant services: 3.1 Hotel The hotel is one of the main activities of the practice facility At the hotel, guests will enjoy the facilities of a professional hotel The hotel restaurant Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI also offers associated services but dining, entertainment, festivals, massage, travel are very suitable for tourists and business peoples 3.2 Restaurant Hoa Binh restaurant is one of the places chosen by many local people because of diverse services: 3.2.1 Wedding and festival organization services with a variety of sizes depending on the requirements of customers: The restaurant serves small parties with less than 10 tables, parties that fit over 10 tables and even banquets of 50 tables Picture Wedding in big restaurant 3.2.2 Services for embroidery of halls to organize conferences and meetings: Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI With convenient sound and lighting equipment and large space are suitable for many agencies, organizations, companies organizing events Picture Company organizing event 3.2.3 Services serving customers directly at the restaurant: This service is the main activity of all hotel restaurants When coming to Hoa Binh restaurant – Hoa Binh hotel diners can choose many methods of service such as dining on the 8th floor, using private rooms on the 2nd floor Picture Conference room Duong Thi Thanh Thao 1 THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI Staff structure The staff in the restaurant work in shifts Each day, there are working shifts from time to time as follows: Shift 1: from 6am to 14pm Shift 2: from 14pm to 22pm The restaurant operates flexibly and professionally thanks to a team of enthusiastic and experienced staff Each department is responsible for a different group of tasks with the following organization: Director Deputy of Restaurant Department Nhà hàng tổ tưởng tổ phó Executive Chef Executive Chef Sous Chef Shift leader Store keeper Cashier Kế tốn bếp Bartender Tiếp phẩm Cleaner Nấu bếp Trang trí Cook Assistant Duong Thi Thanh Thao Hotel Manager Head of FOM Department tổ trưởng Deputy Director Head of Housekeeper Departmentt Head of Sale&Marketin g tổ trưởng Department Staff Receptionist Bellman Chambermaid Laundry Attendent THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI Director Trưởng phòng Accounting Department Accounting Manager Phó phịng Phó phịng Phòng TC–HC Technical Department Leader Security Department tổ phó Tổ phó Staff Staff Leader Staff Staff Driver Chart Hoa Binh Hotel – restaurant Organization II Internship Activities Describe the jobs that I have done during practicing time Within months of internship (February 22 to April 18, 2021), I had the opportunity to become a waitress at the restaurant Because of the division of the restaurant leader, my intern group was divided into groups with two different shifts Each week we will reverse shift with the other group My main job is a waitress, so I must fulfill the following responsibilities: Greet and escort customers to their tables  Present menu and provide detailed information when asked (e.g about portions, ingredients or potential food allergies) Prepare tables by setting up linens, silverware and glasses   Duong Thi Thanh Thao  Offer menu recommendations upon request  Up-sell additional products when appropriate THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI Take accurate food and drinks orders, using a POS ordering software, order slips or by memorization Communicate order details to the Kitchen Staff   Serve food and drink orders  Check dishes and kitchenware for cleanliness and presentation and report any problems Arrange table settings and maintain a tidy dining area    Deliver checks and collect bill payments  Carry dirty plates, glasses and silverware to kitchen for cleaning  Follow all relevant health department regulations  Provide excellent customer service to guests 1.1 The process of serving customers buffet on th floor Buffet is a daily business activity of the unit that I practice The buffet counter will open when the total number of guests staying at the hotel is over 25 The staff arrives at 6am and begins preparing to welcome the first guests There are main jobs when I work at the buffet counter on the 8th floor:  Collect tickets for diners  On duty at the indoor coffee shop  On duty in the rooftop terrace area At around 10am, I and the restaurant staff will start picking up the rest of each counter and cleaning At 11:00 am, after the utensils have been washed and dried, it is my job to position them according to the layout specified by the restaurant Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI In addition to serving breakfast buffet for guests staying, the restaurant also serves breakfast dishes for local guests th Picture Buffet on floor 1.2 The process of serving customer at Dining rooms Serving in the dining room is a job that requires employees to have proficient skills and long-term experience because the target customers are those who demand high quality of service III Advantages and difficulties Advantages Firstly, an internship is a period when students have practical experience to prepare for a new job When I went to an apprenticeship, I was in direct contact with the work at the restaurant –hotel, having a clear view of my profession, being a waiter Although it was a little different from my original thoughts, at least I understood what I was doing and whether it was right for me The second is that I get work experience and other skills Maybe in the university students have good basic knowledge but not sure they have the ability to work practically well There is a difference between practice and theory, I have to Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI it at the place of practice to know clearly what is the similar and what is different Moreover, thanks to the process of communicating with colleagues at work, I have significantly improved my communication skills My instructor also pointed out the strengths and weaknesses at work for you to improve The third advantage is gives me the opportunity to grow in the future Going to an in-practice not only gives me income, scores, certificate, but also has greater benefits when I have tried my best Thanks to the practice there have been new relationships When participating in the practice, I had the opportunity to interact with many colleagues in different departments who practiced together and built good relationships with them (staff, customers, ) When being friends with them, I received a lot of support for career development later on Difficulties When it comes to the period of practice at Hoa Binh restaurant Hotel, I was excited to have access to a real working environment, but also felt restless, anxious, did not know if I could adapt to the job and could complete it well Challenging a new environment means that there will be many surprises and difficulties for the first time Although during my years at the lecture hall I got some part-time jobs in the service industry, I also faced my own difficulties  Duong Thi Thanh Thao The first difficulty I had was not being transporting specialized English at work This is the general situation of restaurants in the province because during the epidemic, THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI there are not many foreigners in the locality, only a few are people living in Vietnam for a long time  The next thing that I worried during this time is that the working environment is different from the knowledge learned This is probably something that makes me feel quite surprised when I step into the actual working environment, because the theories I studied at the university could hardly be applied much to the work I took on There will be many things I have to learn to meet the requirements of the place where I practice  IV The last thing is that the first practice will surprise me I have to get used to the work, with the working environment and how to quickly shorten the theoretical and practical distance Cause of problem and solution The causes of the difficulties I faced came from many sides Firstly, the epidemic is spreading all over the world and the inevitable need for foreigners to communicate and apply specialized English In addition, the difficulties in applying knowledge and practice are due to the fact that the work requires more soft skills The novel working environment is different from studying at university, making it difficult for trainees like me From practical experiences, in my mind, despite obstacles, trying will overcome quickly Firstly, I should thoroughly learn about the place of practice to have appropriate physical and mental preparations Secondly, I have sufficient knowledge to meet the advantages of the practice And finally, I should work hard, where they not know, Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI actively learn on the internet If there are difficulties, boldly ask for help from the previous people V The things I have learned in the practicing time From the difficulties encountered during the practice, I learned a lot of practical experience Deeper understanding of known issues, expanding and absorbing new things, learning more about the ability to link problems together to learn how to be creative But what is learned from the practice is extremely large, overcoming old learning problems that are no longer suitable for reality, adding knowledge support for yourself  Lessons on proactive and confident The lesson of proactive is the biggest and most valuable lesson after the practice Standing in a practical environment, I have to learn and apply the proactive from the smallest things such as actively greeting and getting acquainted; actively learn the work, actively find instructors, actively ask questions and problems at work From the proactive, help me quickly overcome my limitations This gives me more confidence Compared to the initial ambiguous view, I had the basics for myself The working environment gives me information to communicate with colleagues that both creates interaction and sociable with colleagues and is an  opportunity to learn more and accumulate more for my work Soft skills Soft skills are something that students also constantly have to hone Exquisite communication, skills listening, are easily teamwork, shown how to through handle customer problems, how to think to make quick and effective Duong Thi Thanh Thao THE INTERNSHIP REPORT INSTRUCTOR: ĐỖ THỊ NGỌC NHI decisions, Through the process of practicing and solving work, I learned and applied these skills  Professional skills I have learned professional skills such as ordering dishes, setting up professional dining tables, folding towels or serving wine as a restaurant employment VI Conclusion and suggestion of the internship time Conclusion Although the two-month period is not too long to experience all about the life of a real hotel employee, it is enough for a student like me to get used to the job and understand more about the difficulties at the beginning of work in the field of restaurants hotels The time of the practice helped me understand that a good grasp of theoretical knowledge would help in the actual process of working later but not all Instead, it was the soft skills learned when working as a waiter, managing the general work in the customer care department of the restaurant - the hotel despite many difficulties and challenges, which helped me expand my understanding a lot There has been a lot of pressure, stress when the workload is high so soft skills need to be more and more, there is also a multitude of new knowledge that needs to be learned and how to handle the situation needs to be improved daily In addition, it was the satisfaction of customers and positive reviews from my colleagues and the praises of my superiors gave me a truly complete and meaningful practice From the practical experiences during the past months of practice, I myself have learned some lessons and solutions in improving the efficiency of the hotel and plying customers Duong Thi Thanh Thao