Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skills and knowledge in hospitability industry at victoria chau doc hotel

ACKNOWLEDGEMENT I want to send my sincere thanks to the people who have supported me enthusiastically in the past after two months I did internship at the Victoria Chau Doc hotel Firstly, I'd like to thank Ms Truong Thi Thanh Nga, my instructor at An Giang University Faculty of Foreign Language She provided information and recommend me to intern in Victoria Chau Doc hotel Secondly, I would like to thank all of the staffs at Victoria Chau Doc Hotel, especially Mr Tran Duc Hien - Human Resources Manager, Ms Lieu Thi Thoai My -Victoria Chau Doc's sous-chef, Ms Tran Thi Thanh Nga - Room Supervisor, and Mr.Huynh Phu Loc - Front Office Assistant Manager, for creating opportunities and actively supporting me during my internship They are very friendly and willing to share their work experiences so that I could get a job done well Finally, I want to thank my parents for their love and support, and encouragement Besides, I would like to thank all of my friends who have spent two months internship in Victoria Chau Doc Hotel with me and we work in team very effectively We always help, share difficulties and have fun together during the internship Pham Thi Thu Hang TABLE OF CONTENTS Page Table of contents………………………………………………………………… List of figure and chart……………………………………………………………4 Aim of the report………………………………………………………………….5 PART A : VICTORIA CHAU DOC HOTEL INTRODUCTION I Hotel introduction…………………………………………………………….6 II Location………………………………………… …… ……………………9 III The history of Hotel…………………………………………………………10 IV Hotel organization………………………………………………………… 10 V Bassac restaurant and Tan Chau Bar……………………………………… 12 PART B : INTERNSHIP ACTIVITIES I Reception……………………………………………………………….………13 Time work……………………………………………………………………13 Duties……………………………………………………………………… 13 How to check in - check out…………………………………… ……….…14 3.1 Check in………………………………………………………………….14 3.2 Check out……………………………………………………………… 14 II Housekeeping………………………………………………………………….15 Time work……………………………………………………………………15 Duties………………………………………………………………… …….15 The furniture of room……………………………………………………… 16 Step to clean the room………………………….………………………… 16 Pham Thi Thu Hang III Kitchen…………………………………………….……………………… 17 Time work…………………………………………….……………………17 Duties …………………………………………………….……………… 17 Cuisines……………………………………………………….……….… 18 IV Experienced……………………………………………………….……….20 PART C : ADVANTAGES AND DISADVANTAGES I Advantages………………………………………………….……………….21 II Disadvantages………………………………………………………………21 PART D : SUGGESTIONS AND CONCLUSION I Suggetions………………………………………………………………… 22 Suggestions for Victoria Chau Doc Hotel………………………………….22 Suggestions for Foreign Language Department and An Giang University……………………………………….…………….22 II Conclusion…………………………………………………………………22 REFERENCES……………………………………………………….……….23 TEACHER’S FEEDBACK……………………………………….………… 23 Pham Thi Thu Hang LIST OF FIGURE AND CHART Figure 1: Victoria Chau Doc Hotel overview…………………………………6 Figure 2: Superior room……………………………………………………….7 Figure 3: Deluxe Double room……………………………………………… Figure 4: Deluxe Twin room………………………………………………….8 Figure 5: Suite room………………………………………………………… Figure 6: Bassac restaurant………………………………………………… 12 Figure 7: Beef Tenderloin……………………………………………………18 Figure 8: Dishes of Chol Chnam Thmay Festival……………………………19 Figure 9: Dish is called “Mam Thai”…………………………………………19 Chart 1: Hotel organization chart…………………………………………….11 Pham Thi Thu Hang AIM OF THE REPORT This report is the final step to complete the educational program at An Giang University It show that during my two month internship at Victoria Chau Doc Hotel, what I have learned and done are in the areas; reception, housekeeping, and kitchen The report will explain my internship, present the tasks I did, share experiences I learned, and bring out the benefits and problems when I trainee The purpose of the report is also a premise for my future work This is my first time working in a hotel environment and I feel very satisfied with my internship I have the opportunity to learn and work with many people and further hone soft skills for myself My report includes four main parts, following to my experiences during the internship The first part is about the hotel, the second part will be about what I when I am a trainee in Victoria in three assigned departments; the receptionist, the room service and the kitchen The next part is the advantages and disadvantages of the practice The last part of the report is the conclusion and there are suggestions for the hotel as well as the foreign language faculty of An Giang University to create more opportunities for the trainees in the future Pham Thi Thu Hang PART A VICTORIA CHAU DOC HOTEL INTRODUCTION I Hotel introduction Victoria Chau Doc Hotel is a 4-star hotel in the Victoria Hotel & Resort chain built according to French architecture The hotel has a cozy design, blending with nature to help visitors feel comfortably close The hotel consists of floors and a total of 92 rooms, especially, with the location of each room, visitors may enjoy the bustle in Chau Doc city and the water area bordering Cambodia Victoria Chau Doc Hotel with the main lobby is the reception, information counter and customer care with services such as money exchange, business center - car rental, wifi-internet; , souvenir shop (for sale traditional goods), meeting room, restaurant, and bar; the ground floor area will be the workplace of personnel, reservation, accountant,and the basement area will be the area for laundry, maintenance and security Figure Victoria Chau Doc Hotel overview Pham Thi Thu Hang The Victoria Chau Doc Hotel has 92 rooms in three floors, each with 31 rooms The space has a comfortable and chic appearance, with wooden floors blended with warm red tones, harmoniously balanced with wooden interior design, ethnic motifs, and bold decoration throughout the southwestern area Guests will be able to enjoy the majesty of the magnificent mountainous area from each room's position The hotel's rooms are divided into three categories: superior, deluxe, and suite * Kinds of room: Superior rooms: consists of 48 rooms with 25m2 wide which has a balcony location facing the street The room is equipped with a sofa and a work desk for guests’ convenience Figure Superior Room Pham Thi Thu Hang Deluxe rooms: consist of 40 rooms with approximately 32m2 wide, rooms will include two single beds or a double bed With a balcony design overlooking the Bassac River, visitors will feel relaxed, feel peaceful in the water here Figure Deluxe double Room Figure Deluxe Twin Room Pham Thi Thu Hang Suite rooms: consist of four rooms with a spacious space of about 42m2; including a large double bed and a large designed living room Suite rooms with private balcony overlook the river Figure Suite Room I Location - Address: No Le Loi, Chau Doc city, An Giang province - Phone: 0296 865 010 - Fax: 0296 865 020 - E-mail: resa.chaudoc@victoriahotels.asia - Website: https://www.victoriahotels.asia The hotel is located at Le Loi, Chau Doc city, An Giang province The front of Victoria is adjacent to the main highway of Chau Doc city (adjacent to Le Loi street) and the back-side is adjacent to the Bassac River (Hau River) Pham Thi Thu Hang II The history of hotel The construction of Victoria Chau Doc Hotel to be built in October 1998, and it is the second hotel to be built in the West after Victoria Can Tho Hotel Victoria Chau Doc Hotel opened for the first time on December 19, 1999 The hotel was formerly known as Hang Chau Victoria, but it is now known as Victoria Chau Doc Victoria Chau Doc Hotel is one of seven hotels in the Victoria hotel and resort chain in Vietnam and Laos, which is owned by the Electricite et Eaux de Madagascar Group (EEM) of France The other Victoria hotels are located in Nui Sam, Can Tho, Sapa, Phan Thiet, Hoi An, and Xiengthong (Laos) However, Thien Minh tourism joint stock company (Thien Minh Group) has now purchased all shares, making it the sole owner of all seven Victoria hotels in Vietnam and Laos, including Victoria Chau Doc III Hotel organization In Victoria Chau Doc Hotel, the head of the hotel is the General Manager, who plays the role of executive management and hotel development direction Functions under the direction of General Manager are deputy general manager, departments and under the head of the department will be the hotel staffs Currently, Victoria Chau Doc hotel has a total of 56 staff, including 34 male and 22 female staff The hotel's organizational chart is shown as follows: Pham Thi Thu Hang 10 Pham Thi Thu Hang 11 IV Bassac restaurant and Tan Chau bar Upon arriving at the hotel, Bassac restaurant will serve guests Vietnamese dishes with a variety of Asian and European-style dishes The restaurant has up to 160 indoor and outdoor seating It is convenient for visitors to eat in a relaxing space inside the restaurant, or to eat outside and watch the gentle Bassac river drifting In addition, the restaurant has food service to the room for guests during the restaurant's operating hours of 6am - 10pm Especially, each morning, the restaurant will serve a buffet for guests with a variety of dishes such as fish noodles, Pho, cakes and a variety of drinks Besides, Tan Chau Bar serves drinks and snacks to guests full time from am-10pm with a view can look out to the vast bank of Bassac river Figure Bassac Restaurant Pham Thi Thu Hang 12 PART B: INTERNSHIP ACTIVITIES I RECEPTIONIST Working time In order to ensure the stability of working hours so that employees can easily arrange their own work, the head of the department often assigns staffs to work fixed one shift per week or will rotate flexibly change the shift to suit with all staffs in the department During two weeks at the reception, I was changed by the head of the department to be able to learn more work.The receptionist will usually be arranged in three shifts: Morning shift (C and C1): a.m to p.m; a.m to p.m Afternoon shift (B): p.m to 10 p.m Night shift: 10 p.m to p.m Duties I was guided by the staffs and learned a lot of new knowledge and skills throughout the working process I have completed the assigned tasks and responsibilities To begin, when I go to the morning shift, when the guests come down to the check-out counter, I am responsible for contacting the room attendant to check the room At the same time, I carefully check the number of guest rooms that pay the equivalence of the keys to avoid errors Following that, after all guests have checked out, I am responsible for helping people compose booking for the arrival of guests, check the information of the guests who have booked (full name, number of people, room type, service) and set the key room into booking book When guests come to check-in, I will take photo ID / passport of the guest for the procedure After that, I was instructed by staff to enter guest profiles to complete the check-in procedure on the Opera system of the hotel How to check in - check out 1.1 Check-in Pham Thi Thu Hang 13 - When guests come to check-in, ask for the guest name and confirm the room type and the services guests have booked previously Besides, I will invite guests to use face towels and order water in the bar to invite guests to use while waiting for the procedure - Give the medical declaration to the guest to fill in the information and a note to sign the room not for smoking - Borrowing guest identity card or passport to complete the procedure - The receptionist will inform guests about the time and place for breakfast and recommend services in the hotel such as bicycle rental or tours in area - Hand over the room keys to the guests and the bellman will bring guests' luggage to the check-in 1.2 Check-out - When guests check out, the receptionist will get the room keys and ask guests whether they use the service such as minibar in the room and contacted directly with room attendant to test living room and check guests forgetting personal things or use the minibar - While waiting for the answer, the receptionist will talk with guests about how they feel when coming to Victoria Chau Doc Hotel - After checking, the receptionist will confirm with customers the used services if any Next will print the invoice and payments to customers II Housekeeping Working time During my two months internship, I had the opportunity to work in Victoria as a room attendant for two weeks My working time is fixed for two weeks from 7am to 3pm Meanwhile, the working time of room attendant is flexibly arranged to ensure their work Shifts: Pham Thi Thu Hang 14 Morning Shifts: 5am-1pm; 6am-2pm; 7am-3pm Afternoon Shifts: 8am-4pm; ; 2pm-10pm Shift: 12am-8pm Shift 1:6am-10am and 5pm-9pm Shift 2:8am-12am Duties For my duty, first of all, for the room the guest left, along with the staff I will go in to check the room to see if the minibar is used or if something has been left behind Next, I will take off the dirty sheets and pillows and then change the new sheets and go to the bathroom to collect the used towels Then, I started cleaning the room and sweeping the balcony In addition, the used towels and sheets or pillowcases when removed, I will bring them down to the laundry room for the staff there to wash and will bring back the new linen to prepare for the room In addition, for long-staying guest rooms, there will be a specified laundry pick-up time and I will take their clothes down to the laundry room The Furniture of the room - Bed - Lamp - Desk - Bedside table - Chair - Air-conditioner - Television - Landline - Minibar Steps to clean the room Pham Thi Thu Hang 15 - Before starting to clean the room, the housekeeping staff will receive a list of rooms to clean and the room keys from the supervisor - After that, the housekeeping staff will go to the floor that they will be responsible for cleaning to prepare the tools and belongings needed to work - Next, when received notice from the receptionist of the reception that the guests check out, room attendant will check the room, but if they leaving room but locked the door, the staff must knock on the door and say “housekeeping", and wait for about five minutes, if no one replies then use the key to enter the room to check the minibar and equipment in the room , and see if guests have left their belongings If guests leave their belongings, contact the reception again and ask the security guard to bring them down - Replace all bed sheets, pillowcases, and towels in the room with the new ones - Take up glasses and cups and take them to the bathroom to wash - Sweep and cleaning the room, sweeping the balcony, cleaning the bathroom, besides, rearranging things in its place - Check and empty the trash - Add items are use such as drinks, brushes, shower gel, shampoo - After finishing cleaning, check the equipment and utensils again before leaving the room *NOTE For the reserved room, if during work, when the guest arrives, the receptionist will notify the room attendants and then, they will come to the room to check again to see if there is anything used before the guests coming the room III.KITCHEN Working time Like other parts of the hotel, the kitchen department also has a flexible time to suit the number of guests and each person's own work I have the opportunity to have Pham Thi Thu Hang 16 flexible working hours, I work the morning shift from 5.30am to 2pm or the afternoon shift from pm-10pm each week alternatively * Shifts - Shift: 5:30 am -11pm; 6:30 am9pm -Shift 1: 5:30 am - 2pm - Shift 2: 5:30 am-10am - Afternoon shift (A): pm-10pm - Afternoon shift (A1): pm-9pm Duties I have a month of experience and work in the kitchen, this is the first time in the internship there are students intern in the kitchen I feel very excited Here I learned a lot and learned many new dishes The kitchen is divided into two kitchen areas; one is an Asian kitchen specializing in Vietnamese dishes and a European kitchen that specializes in baking and Western dishes Since this is not a major, my duties in the kitchen is to help prepare food for chefs the kitchen When heading to the morning shift, I and the kitchen staff prepare the breakfast buffet In addition, under the guidance of the kitchen staff, I will prepare ingredients for dishes, prepare plates to decorate dishes In addition, I general cleaning the kitchen together with everyone every Saturday night While practicing in the kitchen, I have obeyed the rules in the kitchen well and besides, observed and seriously learned the skills, experienced working in the kitchen, and learned how to cook dishes from the chef I have the opportunity to observe the chefs processing attractive dishes for customers Pham Thi Thu Hang 17 Cuisines At Victoria Chau Doc Hotel, there is always a variety of dishes from specialties to Western dishes to meet all the needs of diners Moreover, on the important holidays the hotel also serves dishes Figure Beef Tenderloin Pham Thi Thu Hang 18 Figure Dishes of Chol Chnam Thmay Festival Figure “Mam Thai” dish Pham Thi Thu Hang 19