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

Instructor Ms Nguyen Thi Anh Guong ACKNOWLEDGEMENT The final report which I have prepare as a trainee of hotel management is based on my two months internship training at Hoa Binh Hotel Restaurant This report is completely based on my experience, study and observation during my internship training in Hoa Binh Hotel I had an opportunity to learn many things such as: handling guest, making guest relation, proper way of service, using the right equipment and technique, proper housekeeping Firstly, I would like to thank Mr Huynh Ngoc Tam Assistant Director who gave me the greatopportunity to complete my intership at Hoa Binh Hotel Secondly, I am very happy to express my thanks to the authorities of An Giang University and Hoa Binh Hotel for providing me with a great environment and facilities to complete my practice It gave me an opportunity to apply my specialist knowledge into real life to gain more work experiences as well as to have a good preparation for my future I am very grateful to the staff in Hoa Binh Hotel, especially, Mr Nguyen Van Nghiem Restaurant Manager who spent a lot of time helping and guiding me throughout my intership Addtionally, I am particularly grateful for the help provided by all English teachers in Faculty of Foreign Languages of An Giang University, especially, Ms Nguyen Thi Anh Guong who was abundantly helpful and offered invaluable assistance, support and guidance during my practice time Last but not least, appreciation is extended to those of my friends and family who made me able to complete this task Without the help and support of these people this report might never see this completion Sincerely thanks! Student Huynh Thi My Nga Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong TABLE OF CONTENT ACKNOWLEDGEMENT TABLE OF CONTENT ABSTRACT .3 PART A: DESCRIPTION OF INTERSHIP COMPANY I: HOTEL INTRODUCTION .4 II: HOTEL ORANISATION III: BUSSINESS OPERATION 1: Accomodation .7 2: Food and beverage 3: Service PART B: INTERSHIP ACTIVITIES 10 I: Daily working of restaurant department 10 II: The service process at restaurant at Hoa Binh Hotel 12 2.1: Buffet breakfast .13 2.2: Set-up tables 15 2.3: Served by pre-ordered menu 16 2.4: Learning situations 17 PART C: CONCLUSION AND SUGGESTION FOR INTERSHIP 19 I: Conclusion 19 II: Suggestion 20 1: Suggestion for the intership company .20 2: Suggestion for foreign languages department at AGU 20 References .21 Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong ABSTRACT Internship give students chances to practice what learned at university and nuture their work style, attitude,responsibilities when working and help them to get job more easily Moreover, service industry is now as sector that draws a vast labourforce and growing rapidly That is why I choose Hoa Binh Hotel for my first experience in that hospitability industry The results of this report would describe general information about the internship organization and internship activities Firstly, this report would give an overview about internship organization Next, the process of practicing together with learning in the internship company and an assessment of the internship would be presented specifically The final part of this report would give some sugesstion for An Giang University, Department of Foreign Language and English majored students as well as for the internship company to promote the sucess of internship Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong PART A DESCRIPTION OF INTERSHIP COMPANY I HOTEL INTRODUCTION Hoa Binh Hotel is a three star standard hotel with modern equipment, self contained service, class service style The hotel is located in the center of Long Xuyen city, An Giang province where is on the main traffic road, connecting with the southwestern province and the kingdom of Cambodia Address: No 130 Tran Hung Dao Street My Binh Ward Long Xuyen City An Giang Province Phone: + Receptionist Department: 0296.6250.440 + Sales Department: 0296.6250.434 Mail: pkdhoabinhhotel@gmail.com The hotel is arranged to link each area: Ground floor: Reception hall, Refreshment bar, Restaurant- Wedding reception with a capacity of 500 guests Intership Report Huynh Thi My Nga Page Instructor guests st Ms Nguyen Thi Anh Guong floor: Conference restaurant- wedding reception with a capacity of 500 nd floor: Dining room with air conditioning from 10 to 60 guests, with service rd th => floor: 60 comfortable and luxurious rooms, meting 3-star standard (accommodating 120 guests) th floor: Bar coffee,breakfast, buffet *Supporting service: souvenir sales, airline tickets, train tickets, currency exchange, linking with travel companies that organize domestic international tour Intership Report Huynh Thi My Nga Page Instructor II Ms Nguyen Thi Anh Guong HOTEL ORGANISATION Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong I I I BUSSI NESS OPERATION Accomodation: Hoa Binh Hotel is a 3-star hotel with modern equipment, selfcontained services, class service and a variety of fully equipped rooms At first, suite is a high-class room facing Chau Doc with immense river view and hopes to give you an unforgettable impression Suite room has an original design, area of 32m2 with luxurious wooden interior decoration, located in front of the hotel Picture Suite Room Deluxe is a luxurious room with a view of the bustling Long Xuyen city, giving you the feeling of immersing in the city at night through the glass window Deluxe room has original design, area 28m2, hotel front location Picture Deluxe Room Superior is a room with a spacious view of the river countryside, creating a relaxing and romantic feeling for guests The superior room has an area of 26m2, with precious wooden interior decoration and modern equipment Picture Superior Room Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong Standard is a standard room with ideal space suitable for many types of guests wishing to rest and experience the feeling of enjoying urban life in the river Standard room has an area of 24m2, decorated with modern luxurious wooden furniture located at the back of the hotel Picture Standard Room 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 All room at Hoa Binh Hotel are facilitated with good facilities such as: Airconditioning, international direct dial telephone, colour cabble television, mini-bar, individual safe deposit box in the closet, coffee & tea making facilities That the reason why Hoa Binh Hotel is considered as guest second home where they are comfortable as their own home Here is the room rate at the hotel: Table Room rate at Hoa Binh Hotel BAR ROOM VND USD Suite room 1.990.000 87$ Deluxe room 1.580.000 68$ Superior 1.060.000 46$ Standard 790.000 34$ All rates are quoted for one room for one night, VAT and buffet in the morning Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong Food and Beverage Hoa Binh Restaurant is divided into many zones The 8th floor serves a buffet breakfast for guests staying at the hotel with a varied breakfast menu in the west of the river and daily open from a.m to 10 p.m The 8th floor (maximum capacity of 100 people) with panoramic view of the bustling city will surely bring a great experience for visitors while sipping a cup of coffee and rich dishes The bar is open all day and serves a wide range of beverages and snacks The biggest restaurant (A restaurant) serves Vietnamese cuisine, with varied food for wedding party, conferenc, etc With seating capacity for 500 persons indoor, wide range of delicious dishes and the combination of western and asia cuisine are always available at Hoa Binh restaurant Like many other departments of the hotel, Hoa Binh Restaurant and Bar play an important role in the bussiness of the hotel since culinary culture Therefore, it is contributing to increase the proportion of hotel revenue (approximately 70% of the hotel revenue) In other words, it helps to generate more income for the hotel) Service Hoa Binh Hotel has many services and Hoa Binh Hotel also has service links The strength is the hotel Guests who rent a room can use other services of the hotel Besides major services such as hotels, restaurants, conferences Support services such as: massage, karaoke, travel consultant, souvenirs, air tickets, train tickets, foreign Intership Report Huynh Thi My Nga Page Instructor Ms Nguyen Thi Anh Guong currency exchange, association with domestic tourism organizations beautifully designed, convenient for visitors to visit also as business people Customers also can book rooms on the internet at Hoa Binh webside or Agoda's webside Customers are also called to make reservations Hotel and restaurant service 24/24, anytime, anywhere needs PART B INTERNSHIP ACTIVITIES I have always had an interest in the hospitality industry like hotel and restaurant that fosters me to spend my first intership experience at a three- star hotel as Hoa Binh Hotel I hope to widen my knowledge about that vast feild and practice my English competence for my future job Thus, part B is to describe activities that I have learned and done during the time I was a trainee at Hoa Binh Hotel Through seven weeeks at the hotel I was assigned to work at restaurant department and working as a trainee there help me to know about the catering industry and practice English in certain situations I Daily working of the restaurant department The start of an internship was not always easy especially when I was asked to work at the restaurant To be honest, I might hate it immediately because I fell into numerous trouble at the begining However, I could get a large amount of information and discover thousands of new possibilities, which I did not know they existed before day by day With less than of restaurant staff in total, it made me easy to get along with others I definitely worked eight hours a day like other staff and had one day-off a week Restaurant department has only shifts, morning shift from 6:00 to 14:00 and afternoon shift from 14:00 to 22:00 Morning shift from 6:00 to 14:00 Intership Report Huynh Thi My Nga Page 10 Instructor Ms Nguyen Thi Anh Guong - The morning shift starts at 6:00 but the staff must be present 20 minutes in advance to prepare the tables and chairs and set up the table for guests to use the buffet, usually the buffet starts at 6:30 and ends at 10:00 - When the buffet ends, the staff will proceed to clean up the restaurant's assets and wash, dry, then store in the dining utensils - Rearrange tables and chairs, prepare new kits to set up a buffet breakfast table the next day (including: pepper bowl, salt, toothpick, sugar, paper towels) - Set lunch menu and drink menu to conduct lunch service - Clean the dining utensils of the restaurant and arrange them in the cabinet according to the name of each dish - Arrange glasses of water to fill the tray at the self-service counter for convenient use Afternoon shift from 14:00 to 22:00 - At the end of the morning shift, the afternoon shift will be 15 minutes in advance to conduct the work of the shift Handover of special requests, invoices, sales of the morning shift Thus, the afternoon shift will understand clearly the activities of the morning shift, thereby serving customers more attentively - Check the dishes, spoons, and chopsticks if there are few, add them to the cupboard - Dry dishes, spoons, chopsticks that are stored in the warehouse - Set up a new banquet table or a breakfast table for the next morning if there is no party that day (if the party is late, the table set-up can be done the next morning) As a student majoring in English I had both advantages and disadvantages during the period of job training at Hoa Binh restaurant Firstly, I got benefits from my English knowledge background I have chance to interacted with foriegner and practiced what I learned at university Besides that when I entered into a intarnational enviroment like that I was too confused, guests were foreigners come from over the Intership Report Huynh Thi My Nga Page 11 Instructor Ms Nguyen Thi Anh Guong world, so communication with English speaker like them is not alwas easy for a non native speaker as me I had some difficulties at the begining,but I practiced to listen carefully to understand what customers said and then fullfilled their need That was nice chance to enhance my English competence II The services process at the restaurant at Hoa Binh Hotel At Hoa Binh Hotel, I had the opportunity to learn and observe the official staff, in the process, learned the general process of serving guests in order to eat (A la carte) Specific process is as follows: Step 1: Welcome guests Step 2: Submit the menu to the guest and take note of the customer's request, then repeat all requests to make sure there are no mistakes in the ordering process, receive the menu from the guest and thank the customer Step 3: Transfer requests from customers to the kitchen department This stage, the staff transfers the order slip for departments One copy is assigned to the kitchen department to prepare the dishes and the other is assigned to the cashier Step 4: Transfer dishes and drinks from the kitchen to the guests Step 5: Serving customers: the waitress uses the tray to deliver the food to customers, note that when bringing food to the table, the serving tray must not be left on the table or when cleaning the utensils to avoid that, while guests are eating and drinking, the waitress standing near the dining table area observes the expressions in the table of the guests to receive signals when customers need help Step 6: When there is a request for payment from the customer The staff will enter and inform the cashier's desk number to print the bill Then the server will bill the guest, collect the money, see off the guest and thank you Step 7: Cleaning: the waitress proceeds to arrange the tables and chairs, to move the dishes and dishes to the elevator to the kitchen area to wash Intership Report Huynh Thi My Nga Page 12 Instructor Ms Nguyen Thi Anh Guong In addition to the process of serving guests to order, I also observed a process to receive party bookings (conferences, end-of-year, meetings, ) the specific process I summarized as follows: Step 1: Welcome guest Step 2: Review the party booking and booking dates to see if the restaurant can meet the customer's requirements Step 3: If the restaurant can meet the requirements, it will agree and introduce the menu to the customer If the restaurant does not have enough capacity to accommodate it, please apologize Step 4: Receive deposit and record it in the party book Step 5: Repeat customer requests Step 6: Report to departments to understand the situation Step 7: Arrange a task assignment schedule for each employee in the restaurant Guests who book a party contribute to a significant increase in revenue for the restaurant, so while receiving a party reservation, the staff must always show professionalism in serving customers Must understand the products and functions of the restaurant, hours of operation, seating positions inside and outside the restaurant and types of banquet services In addition, it is necessary to clearly understand the food and drink menu to advise guests 2.1 : Buffet breakfast - Prepare before serving: + Take the prepared tool tray to start setting up the table for guests (including toothpick, salt, pepper, sugar tray, paper towel, decorative mat) + Prepare breakfast towel tray, chopsticks, spoon, knife and fork + After preparing all necessary tools, setup, the number of tables to be set up depends on the number of guests that day - How to set up a buffet breakfast table: Intership Report Huynh Thi My Nga Page 13 Instructor Ms Nguyen Thi Anh Guong + A toothpick jar, salt, pepper, sugar, and a tissue, balanced in the center of the table + Place decorative carpet in the middle of the table a distance from the edge of the table + Napkins are arranged changing every day, so that chopsticks and spoons can be decorated on towels + Napkins, chopsticks, spoons will be placed in the center of the carpet + Finally, put the breakfast knife on the right, the breakfast fork on the left so that it is balanced and beautiful - Serving guests during the buffet use: + Guide guests to the location of food and drinks + Guide guests to use the toaster + Check the amount of food, if not enough, tell the kitchen to add more food + With the form of buffet party, diners will take their own food as they like, the staff will only serve tea, coffee, wine upon request from guests If guests request a drink with a special recipe, the waiter writes in the captain's order and sends the order to the bar + The waitress must keep track of which trays are almost out of food and report to the kitchen department to quickly add more + Promptly add eating utensils when most of them are observed + Observe the overall buffet service area to assist guests when needing additional food or some special requests from guests + Please allow guests to tidy up dirty dishes, knives, forks so that guests have space to put other dishes - Payment and seeing off guests: Intership Report Huynh Thi My Nga Page 14 Instructor Ms Nguyen Thi Anh Guong + For visitors who not have breakfast vouchers at the hotel, the service staff will guide guests to buy meal tickets at the front desk + Actively greeting and thanking guests who have a meal at the restaurant, the service staff must show a considerate and attentive attitude - Clean up and set up a new table: + After the buffet is over, the restaurant staff collects the utensils of the restaurant's property and moves to the dishwashing area to be cleaned and dried, then put into storage + Set up a new table to prepare lunch menu for guests 2.2 : Set-up tables Among the types of table set up I observed at the restaurant and learned the Asian style table setup and Vietnamese style dining table If you a lot, the table set -up will get used to your hands and quickly, and the location of the tools will be more accurate Depending on the needs of customers, the restaurant side will set-up according to customer requirements - Asian style: + Vases, salt pepper spice jars, menus are placed in the middle of the table to create balance and convenience for guests + Place a decorative balanced plate on the table, place the dish lining up and place the cup above + Napkins can be folded in many styles and decorated in the dining cup + Hold the chopsticks placed horizontally, on the right side of the dish lined dish, level with the top edge of the plate and put the chopsticks on the chopsticks guard 2cm from the edge of the table + Put the spoon on the left side of the dish, then place the spoon on the shelf 2cm from the edge of the table Intership Report Huynh Thi My Nga Page 15 Instructor Ms Nguyen Thi Anh Guong + Sauce cup is placed in the center of the table, next to it there will be small cups for guests to use + The cup of water is placed above the top of the chopsticks, 1cm from the tip of the chopsticks - Vietnamese style table layout: + Vases and spice jars are placed in the middle of the dining table The decorative plate is placed in the sitting position, the dish is placed in the center of the decoration plate, the cup is placed on the plate and is turned upside down + Napkins will be folded so that they can cover chopsticks and spoons + Glass of water: the glass of water will be placed in front of the chopsticks, about 1cm from the tip of the chopsticks + Cup of fish sauce: at the restaurant, the staff will place a cup of sauce so that guests can easily dine, usually put three cups of sauce into a triangle, placed on opposite sides so that guests around can easily rewarded things 2.3 : Served by pre-ordered menu - Prepare to welcome guests: + During this period, employees work without guests All staff must arrange tables and chairs, clean eating utensils, fold napkins and spread decorative sheets on the dining table + Depending on the number of guests and the type of guests, the staff must set the table accordingly + When doing this job I draw the conclusion that everyone must perform the job quickly and effectively, to make sure everything is ready to serve - Arrival stage: + When guests arrive, the service staff will greet guests and ask how many people are going, whether or not to book a table in advance If the guest has booked a table in advance, ask the visitor's name, the seating position they choose and lead them to the Intership Report Huynh Thi My Nga Page 16 Instructor Ms Nguyen Thi Anh Guong table If the guest has not booked before, depending on the object, it will be arranged accordingly When leading guests to the table, the staff pulls chairs for guests + Then submit the menu and ask customers what to eat, advise to recommend appropriate dishes for guests based on their preferences and costs + Record customer's order in the order book + Please consult your guests on how to prepare the dish: normal, less spicy or more spicy, cooked or undercooked + Recall that the customer called to confirm there was no mistake Thank you and please receive the menu, then transfer the order to the kitchen, bar and cashier department - Serve customers: + Take food into a tray and bring it to guests in order of each dish, invite guests to enjoy and wish guests delicious + The staff will stand in a position to easily see the guests for the convenience of serving customers quickly when guests have special requests such as asking for more sauces, dishes - Payment: when seeing the customer in need of payment, immediately notify the cashier to issue the payment bill, then clip the bill to the polite tap clip and bring it to the customer to pay - Thanks customer for coming and having a meal at the restaurant, then open the door and see guest at the next time - Cleaning: Carry out the cleaning of food and utensils on the guest table, tidy up the furniture area, arrange and re-arrange a new table to continue to welcome the next arrivals 2.4 : Learning situations During the internship at the restaurant, I observed the unexpected situation that the restaurant staff encountered, through the handling of the staff, helping me to have Intership Report Huynh Thi My Nga Page 17 Instructor Ms Nguyen Thi Anh Guong more skill solving and more skillful skills in the process of communicating with customers The specific situation is as follows: At the restaurant, according to the regulations for serving breakfast buffet, service start time is 6:30 and end time is 10:00 time, the restaurant prepares to clean up and setup to serve lunch At 11:00, three guests who came down to the restaurant also ordered a few dishes, the restaurant staff finished serving and brought the invoice to the check for customers to check, but the guests had a surprised and disagreeing attitude pay The waitress soon explained to the guests that breakfast will have buffet at the restaurant and there will be no charge, but according to the restaurant's regulations that breakfast starts at 6:30 to 10:00, after 10:00 Lunch will be served, so please sympathize with the restaurant and hope that the next time you come to eat earlier, the restaurant staff will have a chance to serve customers better Guests agree with comments and suggestions of the restaurant and thank you for explaining to guests Through the above situation, we can see that the staff of the restaurant quickly and skillfully sought an explanation for the customer to understand the reason that the restaurant charged, persuaded the customer, introduced the next time to come sooner and will be serve more dishes This is a simple way to persuade, but makes guests feel satisfied because of the attentive and attentive attitude of the staff Intership Report Huynh Thi My Nga Page 18 Instructor Ms Nguyen Thi Anh Guong PART C Conclusion and Suggestion for Intership Part C is to sum up my internship at part I and part II is to give some suggestions for internship organization for university and students to get a successful internship I Conclusion When I come into contact with the actual working environment, I have learned a lot of knowledge and working experience From there, I feel more skillful in behavioral relationships and at work, seeing the good and bad sides when going out to work society and more importantly, forming an adult's style, working independently in society The staff members and managers in the departments are very friendly, happy and enthusiastic to help me with my work The lessons learned after two internships are proactivity at work, actively learning where you work, lessons about trying, dare to challenge yourself and doing your best, hopefully This internship not only helped me gain more knowledge and experience, but also an unforgettable memory of a fourth year student like me It is a completely useful experience working at Hoa Binh Hotel The friendly welcoming staff and the space they have created for an intern gave me the full opportunity to learn and get to know myself as a worker This experience has unleashed my strength and also the areas I need for makeup It added confidence to my professional approach, built up a stronger positive attitude, and taught me how to team up as a player The main goal of the internship is to gain practical work experience and put their theoretical knowledge into practice This is my first real experience working in a threestar luxury hotel I was quietly worried about it During my weeks of training, I have developed a lot of confidence and courage in this industry My experience at the hotel is one of those highly educational I also learned the value and importance of this industry and experienced that it has outperformed most other areas Intership Report Huynh Thi My Nga Page 19