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

VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FORIEGN LANGUAGES SPECIALIST SKILLS AND KNOWLEDGE IN HOSPITABILITY INDUSTRY AT SUNSET BEACH RESORT AND SPA FULL NAME: NGUYEN DUC HUY STUDENT’S CODE: DTA176104 INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 – 2021 INSTRUCTOR: NGUYEN THI XUAN HUE An Giang – 2021 VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FORIEGN LANGUAGES SPECIALIST SKILLS AND KNOWLEDGE IN HOSPITABILITY INDUSTRY AT SUNSET BEACH RESORT AND SPA FULL NAME: NGUYEN DUC HUY STUDENT’S CODE: DTA176104 INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 – 2021 INSTRUCTOR: NGUYEN THI XUAN HUE An Giang – 2021 ACKNOWLEDGEMENT When visiting Phu Quoc, also known as Pearl Island, this verdant island is surrounded by several smaller islands, primarily to the south, and has some of Vietnam's most beautiful beaches Especially since a slew of high-end resorts and hotels are springing up all over the island After four years of studying all of the theories and knowledge in the class to apply into the practical work that I will be in charge of, I decided to be an intern at Sunset Beach Resort and Spa to keep up with the latest developments in the service industry (tourism industry) Being the first one to be an intern in a bar of the Faculty of Foreign Languages would be interesting for me Internships are very important to students because they help students improve the ways they communicate with others and society, build relationships with the company where they the internship, and even with customers, and are an important stepping stone for a future career Without any help, my internship could not be done First of all, I would like to appreciate the Faculty of Foreign Languages for creating this awesome chance to be an intern at Sunset Beach Resort and Spa I have to say thanks to my lovely, enthusiastic teacher, Ms Hue, Faculty of Foreign Languages, An Giang University as my instructor for instructing me throughout the internship Secondly, I sincerely thank my colleagues Linh (waitress), An (runner), Dat (runner), Tam (bartender) for teaching, helping and being nice to me at the time of my internship, not only in the working environment but also in real life Thirdly, I would like to say thank you to Ms Trinh who gave me the chance to be an intern there and helped me gain a lot of experience in real life to apply practical skills Generally, I must be thankful to all of the staff for helping me and being nice to me, especially my roomates They are so nice and helped me a lot during the period of my internship Last but not least, I am so grateful to my family for supporting me and being my mental support, helping me to get over obstacles during my internship All in all, I really thank all of the people for helping me get my internship done well CONTENTS ACKNOWLEDGEMENT CONTENTS List of pictures ABSTRACT I PART A: OVERVIEW OF SUNSET BEACH RESORT AND SPA Location Accomodation 2.1 Deluxe Room 2.2 Deluxe Ocean View 2.3 Deluxe Ocean Panorama 2.4 Sunset Premium Ocean Panorama 2.5 Family Deluxe 2.6 Grand Suit Ocean Panorama 10 Sunset Beach Bar 10 II PART B: INTERSHIP ACTIVITIES 12 Job introduction 12 Working as a waiter in the sunset beach bar 13 2.1 My first day 13 2.2 Activites in the bar 14 2.2.1 Serving drink 15 2.2.2 Serving food 16 III ADVANTAGES AND DIFFICULTIES 18 Difficulties I got during the internship What have I learnt during the internship time 19 19 IV CONCLUSION AND SUGGESTIONS 20 Conclusions 20 Suggestions 21 2.1 Suggestions for an giang university 21 2.2 Suggestions for sunset beach resort and spa 21 Reference 22 List of pictures Picture Sunset Beach Resort and Spa Logo Picture Deluxe Room .6 Picture Deluxe Ocean View Picture Deluxe Ocean Panorama Picture Sunset Premium Ocean Panorama .7 Picture Family Deluxe .7 Picture Grand Suit Ocean Panorama Picture The beach bar Picture Fire Dance 10 Picture 10 Sunset Beach Bar and Restaurant Logo .10 Picture 11 Working day at the bar .12 Picture 12 Working on night shift at the bar 13 Picture 13 Having beer and chat with a funny guest 15 Picture 14 Taking picture with a random funny guest .15 ABSTRACT This report describes the work conducted during the months of my internship at the Sunset Beach Bar First of all, this report will present general information about the Sunset Beach Resort and Spa organization Next, the process of training and learning in the internship company, internship activities, difficulties and advantages during the period of internship In the final part, I would offer conclusions and suggestions for the Sunset Beach Resort and Spa and the Faculty of the Foreign Languages I PART A: OVERVIEW OF SUNSET BEACH RESORT AND SPA Location Picture Sunset Beach Resort and Spa Logo Phu Quoc, also known as Pearl Island, is Vietnam's largest island, located in the Kien Giang province.With sun-kissed, white-sand, deep-blue-sea beaches, diverse sea and forest ecosystems, and many outstanding cultural events, Phu Quoc is famous for its beauty and grace The Islanders are incredibly friendly and welcoming, and their cuisine is talked about all over the world.Duong Dong town, North West of Phu Quoc, is considered the island capital Sunset Beach Resort and Spa, located in the center of the bustling Duong Dong town, (100C/2 Tran Hung Dao Street, Duong Dong, Phu Quoc, Kien Giang), owns such a convenient location to sight-see as well as discover the local life and surroundings It takes about minutes by bike from the resort to the bustling Phu Quoc night market, where tourists can immerse themselves in the countless choices of entertainment, shopping and eating Furthermore, all of the popular tourist attractions and beaches are within 10-30 kilometers of the resort, as is the Phu Quoc international airport.Last but not least, having the golden spot right next to the beach which tourist can not insist on the beauty of the beach when coming here Accomodation Sunset Beach Resort & Spa has 118 guest rooms, all of which are modernly, conveniently and elegantly designed based on international 4-star standard ensuring to provide guests with utmost relaxation There types of room up to the price and the view: Deluxe Room, Deluxe Ocean View, Deluxe Ocean Panorama, Sunset Premium Ocean Panorama, Family Deluxe and Grand Suit Ocean Panorama 2.1 Deluxe Room With graceful, simple and modern design, Deluxe rooms, which have a size of 32-34 m , are each equipped with one King bed or two single beds, elegant furniture and a balcony Picture Deluxe Room 2.2 Deluxe Ocean View With graceful, simple and modern design, Deluxe King rooms, which have a size of 32m , are each equipped with one King bed, elegant furniture and a balcony that looks out to ocean, mountain, palm tree farm or gorgeous sunset The bathrooms feature a modern standing shower, luxury amenities, and high quality towels 2.4 Sunset Premium Ocean Panorama With an area of 36m , each Sunset Premium Ocean Panorama room has a separate balcony with stylish indoor space, which makes the overall atmosphere relaxing and romantic Picture Sunset Premium Ocean Panorama 2.5 Family Deluxe 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 Picture Family Deluxe 2.6 Grand Suit Ocean Panorama The Grand Suite Ocean Panorama rooms are designed with Sunset Beach Resort & Spa signature curves and are furnished with modern and luxurious large beds, restful bathtubs All of which will help our guests feel at ease to enjoy the charming and poetic beauty of the nature, the coast and the skyline of Phu Quoc Island A few steps to the ocean, our guests could hear the waves travelling through their ears and a closet touch to nature Picture Grand Suit Ocean Panorama Sunset Beach Bar This part I really would like to talk about because this is where I spent most of my internship time and sticked here Sunset Beach Bar, located right on the beach, next to the swimming pool, is the most original signature of Sunset Beach Resort & Spa Opened in late 2016, Sunset Beach Bar has constantly been considered one of the best beach bars in Vietnam 10 Picture The beach bar Customers are provided a variety of drinks as well as modest but fresh food when they visit Trying the dishes at Sunset Beach Bar while sitting on the beach will undoubtedly awaken all of their senses Fresh-caught seafood fusion dishes are a popular choice, accompanied with refreshing beer and sunset specialty cocktails Besides good food and excellent cocktails, Sunset Beach Bar frequently holds dynamic night parties with trendy music played by technologically advanced sound system and top-rated DJs Moreover, there were various activities that I was surprised at, such as: fire dance (Filipino crew), classical music (Filipino band), As a result, Sunset Beach Bar is always well-known and appealing in Duong Dong Town 11 Picture Fire Dance II PART B: INTERSHIP ACTIVITIES I am a man with itchy feet, so working as an intern in a remote location forces me to step outside of my comfort zone It assists me in acquiring new skills and knowledge when I am away from home.This could be a worthy opportunity for me to find a suitable job in the future during my internship time in a bar This section will present everything I have done and learned in a bar after two months Job introduction Picture 10 Sunset Beach Bar and Restaurant Logo It sounds exciting to be one of the first students to intern in a bar (there are two) Serving in a bar is not the same as serving in a restaurant It still follows the 12 quote "the customer is always right" but in a different way The bar's working environment is "open-minded, active, flexible, and stays up late."Furthermore, how customers are greeted is adaptable, such as "Hi, bro" or "What's up, my man?" for a loyal customer There are several ways to greet customers in the bar that not adhere to the design of the restaurant or reception The work I every single day is to serve food and drinks to customers Various beers (Tiger, Heineken, Sai Gon Special, Sai Gon Export, Strongbow), wine (some spirits and white wine, red wine), mineral water, coconut, and juice round out the drinks Starters, pizza, steak, spaghetti, tacos, and so on round out the menu The shift is divided into two: morning and night The bar is open from AM to PM the next day (it is up to the number of guests who stay at night or if guests want to stay longer) The morning shift will take hours of work, but the night shift is just hours (from PM to 10 PM) because we are interns, so the working time can not be over 10 PM Working more is up to the number of the guests or the command of the manager Here are the details of the shift:  Morning shift (M9): from AM to PM  Night shift (N5): from PM to 10 PM Working as a waiter in the sunset beach bar 2.1 My first day The first day, I set my feet to be ready for everything That was a red-letter day for me We stayed at the staff house, so it took us about 10 – 15 mins by foot to go to the resort That day, I had to wear European-style shoes which were so hard on my feet Then we arrived at the resort, sat down on the sofa, and waited for the HR manager (Mrs Phuong) with curiosity and excitement After being assigned to the position that I wanted, Mrs Phuong took me to the bar and handed me over to the staff there 13 When I got there, we introduced each other, then a staff member took me to the training Firstly, I had to learn by heart all of the numbers on the table from the inside and outside That day was the morning shift, so there were fewer guests, and I had no opportunity to practice My colleague told me that I can wear sneakers and have to wear a black shirt and dark pants when working there My first day went exactly as planned, and something would undoubtedly arise on the following day Picture 11 Working day at the bar 2.2 Activites in the bar Serving as a waiter in a top bar in Phu Quoc is such a worthy opportunity for me to learn and practice English as well as soft skills that I have been improving every single day, the following days, I was trained on the drink menu 14 and the food menu as well as got familiar with them and learned how to serve food and drink 2.2.1 Serving drink Beer and cocktails are the main drinks in the bar When serving beer and cocktails, there was a runner who took food and drinks and brought them right to the table and brought the beer to my table and I just put it on the table, doing it the same way with a cocktail as well Firstly, I needed to put the beer mat on the table, then put the beer on the beer mat After that, I had to say "enjoy your beer" or "here is your beer" If they are regular visitors, I can say things like "here is your beer bro" or words from their home country (foreigners), like "brost" in German, "salut" in Spanish, etc.I found it interesting when working in a bar that I could have a conversation with guests as friends Picture 12 Working on night shift at the bar I need to pay attention when a guest changes the table It could lead to giving me the bill mistakenly At an early stage, my colleagues used to remind me of that Besides, when I began (ordering), I was standing and waiting for a guest to order.I got a tablet and will be in charge of a certain area, usually on the beach, to watch and observe if the guests want or need any help I'm fine if I'm 15 invited out for a beer or a cigarette as long as the guest is happy and it's not harmful to me Besides, when a bottle of beer is almost empty or empty, I need to ask "excuse me, you want to drink more" or "one more" That makes the guests feel they are taken care of Moreover, the bar makes more profit Those things go along with each other when working in the service industry Some of the fundamental things I did when serving on the jury were as follows  Cleaning the table  Taking orders  Taking care of guest  Observing when guests need help or want to order more  Putting the beer mat on the table before serving drink  Taking the bill from cashier  Talking with guest as friends Last but not least, always being happy or having a smile on my face is a requirement, I have learned that thing day by day by observing my colleague’s communication and body language Making a good impression at the first sight is extremely important when I serve 2.2.2 Serving food Working in a bar means that the main thing I serve is usually alcohol, although I also serve meals on occasion So this section will be shorter because, unlike in the restaurant, I frequently serve drinks as my main goods or services in the bar When a customer orders the food, I need to confirm the order again by asking the customer or repeating the dish that the customer has ordered After that, I will inform the stove parts by radio and tell the runner a dish was ordered Besides, it is up to the dish, so the time to make it is different 16 While the food is being cooked, I have to set up eating utensils right on the table before the dish comes out with a knife, fork, chicken (rarely), tissues I used to pay attention when customers ordered steak I needed to ask "how would you like to cook?" Usually there are basic levels of cooking steak That are: rare, medium and well-done Therefore, I have to be careful when customers order steak Furthermore, if a customer is tired of waiting for food and requests that I bring it to her or his room, I will gladly so I got a the guest who did something interesting He asked me to bring food to his room, and when I did, he invited me to have some beers and we had a heart-to-heart talk Here is the picture: Picture 13 Having beer and chat with a funny guest By the way, I could easily have a chat, high-five, fist pump or pictute with them (foreigners), they show me that how funny, friendly and good-natured they are The picture below is with a random guest when I just say that “ can I take a picture with you bro?” and his anwser is absolutely “yessss” 17