Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skills and knowledge in hospitability industry at victoria nui sam lodge

Instructor- Mrs Truong Thi Thanh Nga Internship Report ACKNOWLEDGEMENT To complete this internship report, first of all, I would like to thank the teachers, the Faculty of Foreign Languages of An Giang University, for creating conditions for students to experience the practice directly in 60 days Like the knowledge that teachers and teachers impart is the foundation to help students easily catch up with reality In particular, I would like to send to Ms Truong Thi Thanh Nga - who wholeheartedly guided and helped me complete this practice report, my deepest thank I would like to sincerely thank the help of Victoria Nui Sam Logde Enterprise and all staff at the company for facilitating and enthusiastically guiding me to learn, provide data and documents for to me in the process, the internship and thematic process During the past internship, I not only received useful knowledge in terms of expertise but also in other fields These valuable experiences not only help me complete well the report, but also accompany me throughout the time I study and work in the future Due to my limited knowledge and experience, my report has many shortcomings; we hope to appreciate the teachers' evaluation and suggestions Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report ABSTRACT In fact, the tourism industry has been bringing "huge" benefits to many countries around the world in general and Vietnam in particular Today, tourism is not only profitable for the travel business or creating more jobs that attract many workers, but tourism is also a key economic sector of the country The development of the tourism industry leads to equally developed tourism services, to catch up with the needs of tourists, including accommodation and catering services With regard to Vietnamese tourism, it is impossible not to mention the Victoria tourism village in general, especially Victoria Nui Sam Logde It is popular with many domestic and foreign tourists because this place is a resort paradise that brings special emotions to visitors when they are experienced part of their life at Victoria Nui Sam Lodge Thanks to the school's facilitation, after two months of internship at Victoria Nui Sam Lodge, we also understand the nature of the job as well as the essentials of a service industry With these experiences here, we also have a better understanding of the profession that we are studying and what we need to equip ourselves for our future work In addition, this is also an opportunity for us to know how important the relationship between the department such as: the room services, the reception, the restaurant and the kitchen are in the business Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report ACKNOWLEDGEMENT Error! 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Bookmark not defined ABSTRACT LIST OF PICTURES AND CHARTS PART A VICTORIA NUI SAM LODGE OVERVIEW 2.1 VICTORIA NUI SAM LODGE INTRODUCTION INTERNSHIP ACTIVITIES 15 3.1 KITCHEN 15 3.2 HOUSEKEEPING 17 3.3 RECEPTIONIST 19 3.4 RESTAURANT .23 ASSESS THE ADVANTAGES AND DISADVANTAGES DURING THE INTERNSHIP AT VICTORIA NUI SAM LODGE 26 4.1 ADVANTAGES 26 4.2 DISADVANTAGES 26 THE REASON OF DISADVANTAGES AND SOLUTION 27 THE THINGS I HAVE LEARNED PRACTICING TIME 27 II CONCLUSION 28 PETITION FOR VICTORIA NUI SAM LODGE 28 PETITION FOR FACULTY OF EDUCATION .29 References 30 Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report LIST OF PICTURES AND CHARTS PICTURE 1: Victoria Nui Sam Lodge overview PICTURE 2: Victoria Nui Sam Lodge logo PICTURE 3: Organization chart PICTURE 4: Superior Room PICTURE 5: Family Room PICTURE 6: Deluxe Room PICTURE 7: Price list PICTURE 8: Victoria Nui Sam Lodge PICTURE 9: Decorate towels and bed PICTURE 10: Reception PICTURE 11: Victoria Swimming Pool PICTURE 12: La Giang Restaurant PICTURE 13: Asian dining table PICTURE 14: Bar Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report PART A VICTORIA NUI SAM LODGE OVERVIEW 2.1 VICTORIA NUI SAM LODGE INTRODUCTION Victoria Nui Sam Lodge Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 2.1.1 Time, Instructor practice - Tine to work: Kitchen Housekeeping Receptionist Restaurant Morning Morning Morning (6am-14pm) (7am-15pm) Morning (6am-14pm) (5.50am-14pm) Evening Afternoon (14pm-22pm) (8.30am-16.30pm) (8am-16pm) Evening (14pm-22pm) Afternoon Evening (14pm-22pm) - Internship period: February 22, 2021 to April 18, 2021 - At the internship unit: Victoria Nui Sam Lodge - Internship Department: Housekeeping, Receptionist, Restaurant and Kitchen - Instructors: Ms Truong Thi Thanh Nga - Instructors at the internship unit: Ms Lam Ngoc Tinh - Name of the intern: Victoria Nui Sam Lodge Hotel - Address: Vinh Dong 1, Nui Sam ward, Chau Doc city, An Giang province - Website: www.victoriahotel.asia - Phone: +84 296 3575 888 - Email: resa.nuisam@victoriahotels.asia Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Logo: - About the hotel: Victoria Nui Sam Lodge is an international 3-star hotel The hotel is one of seven hotels in the Victoria hotel chain in Vietnam and Laos of Thien Minh Group The hotel is a wonderful forest resort with cool breezes and natural fresh air bringing lightness and sophistication That is what has created a highlight in the hearts of customers when they ever coming here Victoria Nui Sam Lodge enjoys an exceptional view over the paddy fields, all the way to Cambodia It is the perfect starting point Victoria Nui Sam Lodge features 40 comfortable rooms designed with terracotta tiled floors, stylish furniture, original decorate fabrics and artifact that give a feeling of well- being; including 22 Victoria Superior Rooms, 10 Victoria Deluxe and Victoria Family Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report Victoria has a mission to satisfy customers' needs, constantly providing customers with the best quality services through always listening to feedback from customers To achieve that goal well, Victoria owns a team of professional staff, dedicated to customers -Time to set up Victoria Nui Sam Lodge: May 1999 is the starting out constructing of Victoria Nui Sam Hotel close to Vietnam Cambodia border and grand opening Victoria Nui Sam on October 2013 Background in Victoria Nui Sam Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report Victoria Nui Sam Lodge Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Making pizza (seafood pizza, sausage, tomato) - Bake bread following customer requirements - Cut and arrange fruits to serve buffet: After receiving information from the reception about the number of guests staying in the hotel, go to the cold storage to get fruits of five types (watermelon, dragon fruit, guava, pineapple and passion fruit) cut to suit the number of guests staying at the hotel - Count the leftover cakes after the breakfast buffet and record in the book 3.1.2 Salad room work - Process some salads, spring rolls - Washing all kinds of food, put in cold storage - Cleaning of the cold kitchen should always be clean to ensure food hygiene and safety - Buffet preparing: bring spices, main courses, desserts and cakes, sauces and put on the table in the order, in the correct position with the names of the dishes on the tray Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 3.2 HOUSEKEEPING 3.2.1 Room service process Decorate towels and bed Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Prepare to welcome guests: The office worker on shift takes the job assignment from the head of the department After receiving the assignment, they will prepare tools and tools for making chamber (sheets, pillow covers, blanket covers, brooms and floor cleaning equipment) and additional items such as soap, shampoo Toothbrush, toothpaste, comb and cotton swab Then, I proceed to clean the room -Pick up guests, hand over the room: Upon receiving notification from the reception about arrival, the cabin staff checks the room again to ensure the room has met the sanitary standards in the hotel If everything is ready, the staff presses the booth to let guests check in The cabin staff is responsible for serving guests during their stay - When the guest leaves: Upon receiving notification from the receptionist about checking-out, the chamber staff proceeds to check the room Check that the equipment in the room is damaged and complete, to see if the items are used for an extra fee and if the guests have left anything After finishing the inspection, the booth staff immediately notified the receptionist After check-out, the room staff proceeds to check-in according to the hotel's regulations to be ready to welcome new guests 3.2.2 The chamber cleaning process - Turn off electrical appliances, open windows and open curtains when entering the room - For the check-out guest room, it is necessary to check if the guest has forgotten anything - Change bed sheets - Clean room garbage, dust, vacuuming on the floor and objects, equipment such as windows and furniture Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Clean the minibar; inspect and fully supplement the number of beverages to serve customers such as mineral water, coca, 333 beer or tiger beer; Check the quantity, check the date of the drinks in the minibar is in accordance with the regulations of the hotel restaurant 3.3 RECEPTIONIST Reception Vo Thi Huy Tuu Page