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

VIET NAM NATIONAL UNIVERSITY HO CHI MINH CITY AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INSTRUCTOR: MS DO THI NGOC NHI FULL NAME: NGUYEN NGO THAO NHI STUDENT’S CODE: DTA176144 SPECIALIST SKILLS AND KNOWLEGDE IN HOSPITABILITY INDUSTRY AT HOA BINH HOTEL & RESTAURANT, LONG XUYEN, AN GIANG INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 NGUYEN NGO THAO NHI ACKNOWLEDGEMENT During the period of internship, I received plenty of enthusiastic help and support that guide and encourage me to overcome all difficulties and finish this hard but meaningful time Firstly, I would like to express thanks to An Giang University, VietNam National University Ho Chi Minh City and the Faculty of foreign languages creating favorable conditions for me to take my internship Commented [1]: Đem An Giang University trước Vietnam National University Commented [2]: City Secondly, I sincerely thankMs Do Thi Ngoc Nhi, my supervisor who gave me useful guidance and advice that help me to finish my internship successfully and from these advice I can improve my English skills in job Thirdly, I would like to express my gratitude and appreciation to Mr Nghiem; Restaurant Administrator, Mr Hung – Mr Loc – Ms Lan ; Restaurant Deputy Administrator, who gave me chances to take an internship at Hoa Binh 1, Hotel & Restaurant, gave me professional guidance and insightful comments that considerably help me gain a lot of experiences in improving my skills and career practice strategy During the practical study at Hoa Binh Hotel & Restaurant, I have learned a lot of knowledge and gathered many necessary information Although there are only two short months, this is a good opportunity for the author to approach the business reality of an economic unit I would like to express my sincere thanks to the Board of Directors, especially the brothers and sisters in the Restaurant – Hoa Binh Hotel & Restaurant department and all staff, who enthusiastically instructed and created favorable conditions for the author to complete this internship Finally, I would like to thank all my family and friends, specially my team from DH18TA, for their support and assistance during the internship period NGUYEN NGO THAO NHI Commented [3]: I sincerely thank Commented [4]: Ms Commented [5]: and Commented [6]: Mr Commented [7]: Dấu ; Commented [8]: Mr Commented [9]: Chính tả TABLE OF CONTENTS Acknowledgment : I The Main Content: The Beginning: 1.1 1.2 Commented [10]: Acknowledgment Purpose of report: Content of report: 5 Content: 2.1 General information about Hoa Binh Hotel & Restaurant: 2.1.1 Location: 5 2.1.2 Introduction: 2.1.3 General Scale and Facilities: 2.1.4 Food Service: 13 2.1.5 Staff Structure: 13 2.2 Describe the jobs that I have done during practicing time: 15 2.3 Advantages in the practicing time at Hoa Binh Hotel & Restaurant: 18 2.4 Disadvantages in the practicing time at Hoa Binh Hotel & Restaurant: 19 2.5 The reason of disadvantages and solution: 19 2.6 The things I have learned in the practicing time: 20 NGUYEN NGO THAO NHI Commented [11]: Thống font chữ times new roman II Conclusion 20 Suggestion For Hoa Binh Hotel & Restaurant: 21 Suggestion For Faculty of Foreign Language: 21 References 23 NGUYEN NGO THAO NHI Commented [12]: Thay chữ suggestion I The Main Content: The Beginning: 1.1 Purpose Of Report After two months I practice at Hoa Binh Hotel & Restaurant, I write the report to Faculty of Foreign Languages to report the practice Commented [13]: Faculty gì? process The main purpose is to provide teachers with my jobs in this time at Hoa Binh In this report, based on the actual data of the Commented [14]: Chính tả Commented [15]: with company and with my view, I will analyze the strengths and weaknesses in business and human resource management at Hoa Binh hotel and restaurant From there, I’ll give some solutions from my point of view Beside that, I hope following courses students could learn from my Commented [16]: Diễn đạt lại thành câu experiences 1.2 Content Of Report: My contents have six parts: - General information about Hoa Binh hotel & restaurant - Describe the jobs that I have done during practicing time - Advantages in the practicing time at Hoa Binh hotel & restaurant Commented [17]: Chính tả - Disadvantages in the practicing time at Hoa Binh hotel & Commented [18]: Chính tả restaurant - The reason of disadvantages and solution - The things I have learned in the practicing time Commented [19]: Chính tả Content: 2.1 General information about Hoa Binh Hotel & Restaurant 2.1.1 The Location: Hoa Binh Hotel & Restaurant is located in the heart of Long Xuyen city + 1.4 km from Asia Plaza Long Xuyen commercial center + 184.5km from Ho Chi Minh city NGUYEN NGO THAO NHI + 58.5km from Can Tho airport + 62km from Can Tho city center + This comfortable hotel is next to the old football field, about minutes walk from An Giang Museum, Long Xuyen floating market and 12 minutes walk from Long Xuyen cathedral, km from the ferry terminal and km from Ton Duc Thang Presidential Monument Address: No.130, Tran Hung Dao Street, My Binh Ward, Long Xuyen City, An Giang Province Phone: 0296 6252 999 Fax: 0766 250 437 Email: caulacbohoabinh@gmail.com Website: http://hoabinhhotel.vn Hoa Binh Hotel & Restaurant NGUYEN NGO THAO NHI Commented [20]: Đem trước từ Long: 12 minutes walk from Long 2.1.2 Introduction 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 star standard and renamed Hoa Binh hotel - restaurant 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 2.1.3 General Scale and Facilities: Rooms are luxurious, featuring classic furnishings, a safe and a flatscreen TV Premium room has a small fridge, a suite room has a private seating area NGUYEN NGO THAO NHI Amenities include a rooftop restaurant with a terrace overlooking the city, a bar, an outdoor swimming pool and a massage area Located in Long Xuyen, 1.4 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, a restaurant and an outdoor swimming pool There is also a concierge service, a tour desk and ticket service for guests Rooms here will provide you with air conditioning, a flat-screen cable TV, refrigerator, kettle, shower, hairdryer and desk There is also a wardrobe and a private bathroom Guests at Hoa Binh Hotel can enjoy a continental breakfast The nearest airport is Can Tho International Airport, 46 km away, and the property offers an airport shuttle service at a surcharge With luxurious design, Hoa Binh includes one restaurant with a capacity of five hundred and fifty guests and an eight floor building: Commented [21]: Chính tả + Ground floor of Hoa Binh hotel - restaurant has a large hall on the ground floor This is the place where customers are received It has a reception hall with a capacity of three hundred seats Commented [22]: Diễn đạt lại thành câu + Restaurant conference room has five hundred seats First floor has a conference room, a restaurant with a capacity of three hundred and fifty seats Commented [23]: Diễn đạt lại thành câu + Second floor has individual rooms, conference rooms from twenty to one hundred seats, massage room, health club, steambath The massage service is the linking service NGUYEN NGO THAO NHI Commented [24]: Diễn đạt lại thành câu + From third floor to seventh floor have sixty rooms being able to accommodate up to one hundred and twenty guests Hoa Binh hotel Commented [25]: Diễn đạt lại thành câu 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 Commented [26]: Thêm dấu , floor Each floor only has suite room and deluxe room + 8th floor bar coffee serving breakfast (capacity: one hundred guests): is the place where the free buffet takes place and morning coffee for guests in the hotel and restaurant also serves guests from outside As a side note, outside guests will be charged for the buffet breakfast and they have to pay one buffet ticket price 95,000 VND for each person Commented [27]: Diễn đạt lại thành câu Zone B (located in ground restaurant conference room) NGUYEN NGO THAO NHI Reception hall Ground restaurant conference room NGUYEN NGO THAO NHI 10 8th Floor buffet coffee & breakfast 8th Floor buffet counter NGUYEN NGO THAO NHI 11 8th Floor garden + Behind hotel is a swimming fool located at the garden Customer could swim everytime NGUYEN NGO THAO NHI 12 2.1.4 Food Service In addition to accommodation services, Hoa Binh Hotel focuses on food service, has many good chefs, especially dear chefs from Long Xuyen locality, processing diverse and rich dishes according to the needs of customers Preferences and culinary needs of customers will be responding 24/24 hours The revenue from this service is very high The director has focused on investing and upgrading equipment to serve customers better, with a spacious and airy restaurant, enthusiastic staff + Serving Eurasian party + Serving breakfast + Serving sitting party, buffet party + Served by pre-ordered menu In the hotel, this department works according to a separate process in conjunction with the reception department to offer and process dishes that suit your taste according to your requirements NGUYEN NGO THAO NHI 13 2.1.5 Staff Structure The following is a general diagram of the staff structure of the departments in Hoa Binh Hotel & Restaurant NGUYEN NGO THAO NHI 14 Total staff of Hoa Binh hotel — restaurant is 98 including 17 hotel staffs, 37 restaurant staff and 44 from professional rooms The board of directors: Commented [28]: Mr Mr Son (Sau Son uncle) — Manager of Hoa Binh  Hotel & Restaurant Mr Thanh Tam – Deputy Manager of Hoa Binh Hotel  & Restaurant Restaurant:  Mr Nghiem – Restaurant Adminitrator  Mrs Lan – Restaurant Deputy Adminitrator  Mr Hung – Restaurant Deputy Adminitrator  Mr Loc – Restaurant Deputy Adminitrator NGUYEN NGO THAO NHI 15 2.2 Describe the job that I have done during practicing time I’ve had the practicing time from Febuary 22th to 18th April, 2021 (We have the last week off with the permission of Mr Tam – Deputy manager of Hoa Binh 1) The main job is restaurant staff I’m practicing in serving guests to eat and drink, setting up and reserving a table for a party in Asian and European style at Hoa Binh Hotel & Restaurant Date Feb 22 The jobs - I went to Hoa Binh to hear Mr Tam and Mr Loc disseminate the work and divide the work shift - The 17 students practice at Hoa Binh divided into groups, one working in the morning (from 7am to 2pm) and one working in the afternoon (from 2pm to 9pm) Feb 23 to Feb 28 - I started my work at Hoa Binh by cleaning up a wedding party that just ended - The next day, I and another intern were assigned to the 8th floor to serve guests for coffee and dinner - I was enthusiastically instructed by the staff on how to arrange a reasonable dining table for the party - Do handcrafted with the staffs how to put cold towels into a plastic bag with the name of the hotel printed on it, which I thought was made of machines NGUYEN NGO THAO NHI 16 Commented [29]: Diễn đạt lại thành câu - Assigned by the manager to serve a large wedding party of 50 tables, with the number of 500 guests While serving, a waitress's main job is to fill guests' glasses with ice water and serve drinks such as beer, soft drinks, etc - After wedding party at 2pm, we started cleaning and setting up new tables for another party on the next day March to March 21 I was assigned more jobs: - Started the job at 6:30 am on 8th floor for breakfast buffet serving, cleaning and setting up new places for lunch guests - After cleaning buffet counter, there would be a restaurant trolley, which contained dishes, cups, spoons, chopsticks, forks from the first floor to the eighth floor and we would be setting the new places for tomorrow's morning buffet preparation - We have divided the work shift for each person properly, each day there would be trainees coming to the 8th floor to serve in the early morning - The rest of the trainees will mainly be assigned to work at the large conference restaurant or on the first floor with the staff doing light work such as arranging napkins, ironing tables, cleaning dishes, etc NGUYEN NGO THAO NHI 17 - Set up the dining table on the 2nd floor, which has a total of guest rooms including a VIP room and a large guest room - On the second floor, waitresses also mainly things like cleaning the tables, serving drinks and ice, monitoring and serving the table of guests, solving problems and complains of customers all the time Mar 22 to April 18 I was assigned more jobs and experiences: - The restaurant also regularly hosted a party at guests' private houses - There would be three to four trainees depending on how many guests the party has been assigned to go to the party place with the staff that day - Professional staffs and interns arrived at guests' homes two to three hours in advance to prepare the table arrangements and necessary tools such as cooking utensils, drinking water, ice, and serving utensils guests such as cups, spoons, plates and napkins - Depending on the number of guests or a little, but serving a party can be from four to six hours Ex: If that day there is a wedding party of six hundred guests or more, the total time to prepare and serve guests is eight hours or more - If we are on duty at night, we are usually assigned to the second floor living room or the eighth floor terrace to serve guests’ dinner NGUYEN NGO THAO NHI 18 - Peak time is after six o'clock and nine to ten o'clock is the end - Standing by the table and serving until the guests are finished 2.3 Advantages in the practicing time at Hoa Binh hotel & restaurant: The practicing time is the time I recognize the benefits of some subjects in class Any soft skills, English speaking ability and some other skills have made me easier to get in touch with the job Service skills and patience are the most important skills when doing internships at Hoa Binh Hotel & Restaurant When serving, we must prepare enough professional knowledge in the service industry and be patient with customers Hoa Binh Hotel’s managers created conditions for me to practice my profession 2.4 Disadvantages in the practicing time at Hoa Binh Hotel & Restaurant There are a lot of disadvantages in the practicing time: - Due to the complicated epidemic situation in the world, Hoa Binh Hotel & Restaurant has not served foreign tourists for more than a year, so the number of foreign visitors is almost no, so using English to communicate is limited during the internship process at Hoa Binh hotel & restaurant - Commented [30]: limited When I applied for an internship at Hoa Binh hotel & restaurant, I thought I would be instructed with the receptionist position and hotel NGUYEN NGO THAO NHI 19 room But, the first day I went to Hoa Binh to work with Mr Loc, I realized that Hoa Binh Hotel & Restaurant gave me a position in the restaurant department, which I never had the condition to learn more deeply and thoroughly at university So, I felt fear and extremely nervous sometimes - I did not have any suggests or truly advice from from previous courses students, theory and practice are completely different 2.5 The reason of disadvantages and solution The reason of my disadvantages is I did not find information about the hotel clearly or find out about positions that will be assigned to me before I went to practice If I prepare service skills, If I knew from the start I would be assigned the position of the restaurant department, I would the job better Therefore, in my opinion, it is could be the experiences for the next year students Students should find out more and more information about the place you choose to practice and make sure Commented [31]: you that the position your internship is relevant to your future career Remember to equip your knowledge or specialist skills before going to practice 2.6 Commented [32]: Thêm ing The things I have learned in the practicing time In the practicing time at Hoa Binh Hotel & Restaurant, I have studied many useful things: - My soft skill has improved I have learned the problem-solving skills, to convince the customers and patience, etc - Commented [34]: to convince I have learned a lots about server specialist skills The things a waitress should and should not in a professional working environment NGUYEN NGO THAO NHI Commented [33]: problem-solving skills 20