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

ACKNOWLEDGEMENT Two short months of practice is an opportunity for me to synthesize and systematize the knowledge I have learned, and combine with reality to improve professional knowledge with the deepest and most sincere feelings, I want to express my gratitude to all the individuals and organizations that facilitated and helped me throughout the process of studying and researching this topic During the time since I started studying at the school up to now, I have received a lot of attention and help from teachers and friends First off all, I would like to send deepest gratitude to the Teachers of the Faculty of Foreign Languages who imparted valuable knowledge to us during the time studying at the school Thanks to the instructions and teaching of the teachers, my research topic can be completed successfully Especially, I would like to send to Ms Nguyen Thi Anh Guong, Faculty of Foreign Languages, An Giang University as my instructor She shared with me many ideas, comments and support for my theoretical knowledge to complete this internship as well as this report Without her help I would not be able to complete this task very well Besides, she encouraged and comforted me a lot during this difficult time so I was very thankful to her Secondly, I would like to thank the Board of Directors and the staff of the restaurant department of Hoa Binh hotel for creating favorable conditions for me to have practical contact and have a lot of skill when working in the hotel Finally, I would like to thank the sales department of Hoa Binh Hotel for their help, providing practical data for me to complete this graduation internship topic well Next, I would like to send my sincere thanks to Mr Nguyen Van Nghiem, the restaurant administrator for helping and teaching me during the time I practiced at the company, helping me to improve myself and have a lot of skills in life, helping me overcome difficult challenges while working at the company Besides, I would like to thank my family for loving and supporting me and taking care of me during my years of college as well as practice time In short, because my own knowledge is still limited, in the process of practicing and perfecting this topic I cannot avoid mistakes, I hope to receive comments from you as well as the company I sincerely thank! TABLE OF CONTENT PART A - OBJECTIVES PART B - CONTENTS I DESCRIPTION OF INTERNSHIP COMPANY Introduction General information about Hoa Binh hotel - restaurant: .6 Location .6 General scale and facilities: Service 13 Staff structure 14 II INTERNSHIP ACTIVITIES .15 The process of serving guests at breakfast buffet at Hoa Binh .15 The process of serving wedding guests at Hoa Binh 16 Process of serving guests of the dining room (2nd floor) at Hoa Binh hotel 17 III Advantages of internship at Hoa Binh hotel and restaurant .18 IV Disadvantages of internship at Hoa Binh hotel and restaurant .19 V Cause of problems and solution 19 VI Useful experiences when I have an internship at Hoa Binh Hotel 19 VII CONCLUTION AND SUGGESTION OF THE INTERSHIP 20 Conclusion 20 Suggestions for the Internship Company 20 Suggestion for Faculty of Foriegn Language in An Giang University 21 LIST OF PICTURES AND CHARTS Picture Hoa Binh Hotel and Restaurant Picture Picture Ground floor Picture Lobby A restaurant Picture Lobby B restaurant Picture First floor Picture Second floor Picture Restaurant on the 8th floor Picture Deluxe room Picture Superior room Picture 10 Standard room Picture 11 Preparing for the wedding party Picture 12 Buffet Breakfast Picture 13 Set up the table Chart Hoa Binh Hotel and Restaurant Office Organization Chart Hoa Binh Hotel and Restaurant Office Organization OBJECTIVES With the specialized knowledge learned at the school, students need to learn more about service industry requirements and activities in the hospitality sector are growing more and more today I chose Hoa Binh Hotel and Restaurant with stars standard for my internship This is a place with good practice and good quality for students to learn a lot of experience in hospitality industry I expect that I could study many useful skills there such as communication skills and teamwork skills, problem solving skills Besides, the main purpose is for the teachers to understand my work while doing an internship at Hoa Binh and the most important thing is that I could use these useful things which I learned here to apply in my future job My report has seven main parts: Description of the internship company Internship activities Advantages of internship at Hoa Binh hotel and restaurant Disadvantages of internship at Hoa Binh hotel and restaurant Cause of problems and solution Useful experiences when I have an internship at Hoa Binh Hotel Conclusion and suggestion of the internship CONTENTS I DESCRIPTION OF INTERNSHIP COMPANY Introduction (Picture Hoa Binh Hotel and Restaurant) Hoa Binh was built in 1993 with star standard including hotel and garden coffee called Hoa Binh Club Private Enterprises After a period of operation, hotel was upgraded to 3star standard and renamed Hoa Binh hotel restaurant in 2009 On December 24, 2010, Hoa Binh hotel - restaurant was officially put into operation Hoa Binh hotel restaurant is one of the tourism activity systems of Hoa Binh club It belongs to the military command of An Giang province General information about Hoa Binh hotel - restaurant: Address: No.130, Tran Hung Dao Street, My Binh Ward, Long Xuyen City, An Giang Province Phone: 0766 252 999 or 0766 250 434 Fax: 0766 250 437 Email: caulacbohoabinh@gmail.com Website: http://hoabinhhotel.vn Location Located in Long Xuyen, km from Asia Plaza Long Xuyen, Hoa Binh Hotel offers accommodations with free Wifi and free private parking This hotel features a 24 - hour front desk, restaurant and outdoor swimming pool There is also a concierge service, a tour desk and ticket service for guests The nearest airport is Can Tho International Airport, 46 km away, and the property offers an airport shuttle service at a surcharge General scale and facilities: Hoa Binh has modern facilities and providing good services with the huge invested capital from ninth military zone With luxurious design, Hoa Binh includes a large restaurant with the capacity of five hundred and fifty guests and eight floor building: (Picture 2: Ground floor) Ground floor: Hoa Binh hotel - restaurant has a large lobby at ground floor This is where to receive customers Reception hall with the capacity of three hundred seats Bar: fifty seats Restaurant conference room: five hundred seats (Pictur e 3: Lobby A restaurant) Lobby A restaurant: Located on the ground floor of the hotel, it is a suitable place to hold weddings, festivals, and conferences on a large scale Capacity scale: - Wedding reception: 350 - 450 guests - Classes: 250 guests Movie theater: 400 guests - Letters U, O, I, T: 60 - 120 Guests (Picture 4: Lobby B restaurant) Lobby B restaurant: Located on the ground floor of the hotel, it is a suitable place to organize weddings, parties, birthdays, conferences in small quantities Located on the ground floor of the hotel, suitable for small-scale events, meetings, discussions, numbers under 100 guests ' Capacity scale: - Banquet table: 160 guests - Classes: 100 guests - U: 50 guests Theater: 150 guests (Pictur e 5: First floor) First floor: Restaurant conference room with the capacity of three hundred and fifty seats holding Buffet party (Picture 6: Second floor) Second floor: Individual rooms, Conference rooms from twenty to one hundred seats, massage room, health club, steam bath The massage service is the linking service Third floor to seventh floor: sixty rooms being able to accommodate up to one hundred and twenty guests (Picture 7: Restaurant on the 8th floor) Restaurant on the 8th floor: Area serving breakfast, coffee, buffet and organizing weddings, birthdays from 50 to 100 guests Breakfast area serves breakfast Buffet, with 02 outdoor areas and air conditioning From the restaurant you can enjoy panoramic view of Long Xuyen City Hoa Binh hotel has 60 rooms to rent from the third floor to the seventh floor Sixty rooms include suite rooms, deluxe rooms, 10 superior rooms 39 standard rooms and room for housekeeper It has twelve rooms each floor Each floor only has suite room and deluxe room The room tariff: Suite room: 1.990.000 VND Suite room with original design, area 32m2 decorated with luxurious wooden interior location in front of the hotel (view City) with: king (2.2m X 2m), 52-inch TV with internet connection, mini bar, receptionist salon, bookshelf, safe, 02 phones, fruit, fresh flower, water (Picture 8: Deluxe room) Deluxe room: 1.580.000 VND Deluxe room has original design, area 28m2, hotel front location (city view) with: 01 double bed 1.6m x 2m, mini bar, reception desk, 32-inch TV with internet connection, safe, 02 phones , fruit, flower, tea and coffee, water, healthy weight, air-conditional, bathtub, hairdryer, water heater (Picture 9: Superior room) Superior room: 1.060.000 VND Superior is a room with a spacious view of the river countryside, creating a feeling of relaxation, romance for guests when stopping to rest The superior room has an area of 26m2, luxurious wooden interior decoration, modern equipment with: twin beds (1m4 x 2m), mini bar, reception desk, 32-inch TV, safe, 02 phones, fruit, flower, tea and coffee, water, healthy weight, air conditional, bathtub, hairdryer, water heater (Picture 10: Standard room) Standard room: 790.000 VND Standard room has an area of 24m2, decorated with modern luxurious wooden furniture at the back of the hotel (country view) with: 02 twin beds (1,4m x 2m), mini bar, bathtub, water heater, 32 inch TV, air conditional, 02 phones, safe, hairdryer, tea and coffee All rates are quoted for one room for one night, VAT and breakfast Check - in time: 2:00 PM Check- out time: 12:00 noon Eighth floor: Bar coffee serving breakfast (capacity: one hundred guests) Behind the eighth-floor hotel is a swimming pool Customer could swim every time Service Hoa Binh Hotel is a family hotel offering mini bar, fridge and room air conditioning and it's easy to connect while here because free Wi-Fi is provided to guests The hotel offers a 24-hour front desk, concierge and room service Furthermore, guests can enjoy the swimming pool and breakfast, which has made the hotel a popular choice for tourists coming to Long Xuyen Besides main services hotel, restaurant, conference; they have support services such as: massage, karaoke, counselor tourism, souvenir, plane ticket, train and car ticket, exchange foreign currency, linking with organization inbound travel 6 Staff structure Director Deputy of Restaurant Department Executive Restaurant Executive Chef Hotel Manager Director Head of FOM Department Shift leader Cashier Bartender Cleaner Deputy Head of Housekeeper Department Head of Sale and Marketing Department Chambermaid Storekeeper Cook Assistant Receptionist Bellman Laundry Attendant Staff Director Finance Administration Department Staff Driver II Accounting Department Staff Technical Department Security Department Staff Staff INTERNSHIP ACTIVITIES I always want to experience the job as a waitress in a professional hotel restaurant and I choose Hoa Binh in Long Xuyen city to work and complete the internship And after finishing the internship, I hope that I will have more valuable experiences and s kills that will be useful in future work Through this content, I will describe the activities during the months internship I have worked and studied in this place During my internship at Hoa Binh hotel, I received the love and attention of the staff in the restaurant department, everyone always taught and created the best conditions for me to complete my job well During months of practice time, I worked many activities including: weddings, dining room and breakfast buffets Working time is divided into shifts, the first shift from am to pm and the second shift from pm to 10 pm The process of serving guests at breakfast buffet at Hoa Binh When guests stay at the hotel overnight, there will be a buffet breakfast ticket on the 8th floor of Hoa Binh hotel restaurant It can be seen the 8th floor is the place with the most beautiful terrace view towards the most beautiful Hau river in Long Xuyen city Every morning before 6am I had to prepare the steps before serving guests: *Clean the space for the party and the dining utensils * Set up the dining table, the dining table according to the restaurant's standards * Put eating utensils: plates, cups, spoons, plates, cups, napkins at the right positions * Supporting the kitchen department to bring dishes, sauces, spices to the table to place dishes in the order and position specified by the restaurant * Place the correct name plate in front of the food trays And then at 7:00 am I picked up and served: *Proactively welcoming guests with a cheerful and enthusiastic attitude * Ask how many people to go to arrange suitable seats, flexibly match the table according to the number of guests * Leading guests to the table, actively pulling chairs to invite guests to sit * If guests request a drink with a special recipe, I will send the order to the bar * Keeping track of which trays are running low on food and tell the kitchen unit to add more quickly * Promptly add eating utensils when most of them are observed * Observe the overall service area to assist guests when needed * Please allow guests to tidy up dirty dishes, utensils so that guests have space to put other dishes Serving guests until 9:30 pm the breakfast buffet will end and my job is to clean up and set up a new table The process of serving wedding guests at Hoa Binh Hoa Binh Hotel is famous for its good service quality and attractive dishes with a cozy atmosphere, so there are quite a few weddings and conferences taking place here During my internship, I have had experience serving weddings and the following are my work activities while serving guests at wedding parties Before the wedding, I had to prepare, set up the banquet table: * Cleaned the banquet room, arranged tables and chairs according to the diagram in the assigned area * Fold towels, prepared eating utensils, served utensils, spices * Spread tablecloths, set up a banquet table with all necessary tools and supplies according to the regulations of the restaurant - hotel Next, I will pick up guests and arrange seats for them I started serving drinks to the guests, when the party starting, I bringing out the dishes according to the restaurant menu order In the process of bringing out the food, I must combine with the removal of dirty utensils and bring in replacements Performing arising requests of guests attending the party After the party finishing, I stood at the door of the banquet hall to greet the guests Take up all dirty tools from the banquet table and bring to the washing area Tidy up the restaurant's items: vase, spice jar located in the designated area Clean up tables and chairs and proceed to clean the party room Process of serving guests of the dining room (2nd floor) at Hoa Binh hotel The second-floor restaurant includes air-conditioned dining rooms serving À la cart, amateurs, parties, birthday parties and my work on the floor as follows: Cleaning tables, chairs, cups, plates, spoons, forks, spread the table cloths in accordance with the restaurant's regulations Set up the dining table for guests, welcome and greet guests, guide guests to sit at the table and spread their napkins, give guests menus and introduce the restaurant's famous dishes (Picture 11: Preparing for the wedding party) (Picture 12: Buffet breakfast) (Picture 13: Set up the table) I I I Advantages of internship at Hoa Binh hotel and restaurant During the internship at Hoa Binh Hotel, this place has created conditions for me to study and develop myself Firstly, I practiced in a professional environment and served many different classes of customers Especially, I had the opportunity to serve government officials in An Giang province The restaurant also created the conditions for me to be an official waiter and helped me to improve my knowledge which I learned at school and I felt more mature after finishing internship at here Secondly, the staff here was very friendly and closed; they helped a lot in the process of completing the internship Besides, I enjoyed the specialty food at the restaurant and gave me a sense of comfort while working I V Disadvantages of internship at Hoa Binh hotel and restaurant Besides the advantages, there are also disadvantages when I'm here: Firstly, due to the complicated situation of COVID 19 translation, the hotel did not accept foreign guests, therefore I could not have the opportunity to communicate and use English here, and guests are mostly local people Therefore, the skills and specialized knowledge I learned at school are not developed during the internship here Second, I could not remember all the names of the dishes in the menu and I had trouble with it, I was so scared when the customers ordered and I had to explain the names and ingredients of the dishes Finally, during the internship, the manager only assigned me to the only task that was the service staff Therefore, I have not been able to work in the professiona l reception and house-keeping So I feel quite regretful not being able to experience all the departments in the hotel restaurant here V Cause of problems and solution I think the main cause of these problems is my lack of experience and skills If I learned and exposed to this environment early, I would overcome it Therefore, my problem solving is: I have to practice and exchange more knowledge, good memory is an important part of success for my job; I understand the importance of it In the free time, I will try to learn and memorize all the dishes named in the menu Besides, English skills are an indispensable part, after every hour of work, I will take time to learn and improve my English skills So that, I can communicate confidently with foreigners VI Useful experiences when I have an internship at Hoa Binh Hotel I have the opportunity to learn work experience and skills such as setup for the first shift, party setup, order food, serving wine, up-selling customers, Therefore, I have useful knowledge for myself to be able to meet the current job requirements and support for the future job