Báo cáo thực tập tốt nghiệp ngoại ngữ the process of serving and solving problems in a restaurant

VIETNAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES THE PROCESS OF SERVING AND SOLVING PROBLEMS IN A RESTAURANT INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 FULL NAME: DƯƠNG DIỆP TRÚC LY STUDENT’S CODE: DTA176125 INSTRUCTOR: Mrs Trương Thị Thanh Nga An Giang – 2021 Internship Report Instructor: Mrs Truong Thi Thanh Nga ACKNOWLEDGEMENT District 1, Ho Chi Minh city nd April 22 , 2021 To teachers in An Giang university, To all of staffs in The Myst Dong Khoi Hotel, Firstly, I would like to express my utmos graditude to all my teachers at An Giang University who always instructed me to be able to complete my internship perfectly Throughout the two months of internship at The Myst Dong Khoi Hotel, I have had a wonderful time there and also received many pieces of critical advice from departments, especially from the Food and Beverage manager, Mr Tran Dong Hung Although Mr Hung is a man of responsibilities, he has always extended his enthusiasm and aided me in any means possible to complete this training period by giving sincere guidance and encouragement Besides, I would like to further express my thankfulness to my colleagues, who have been by my side and supporting me since the first day of my internship It is fortunate for me to receive a lot of love and praise from my supervisors and captains thus motivated me every day to maintain my enthusiasm for the job Also, I feel thankful when I got my family as a companion They have always been backbone that upheld me unconditionally to get an opportunity to work in this professional environment This is a tough but unforgettable time It made me realize my self-worth and be aware of my both strengths and weaknesses Furthermore, this internship taught me how to be an exceptional employee by taking responsibility at the workplace and share my help with colleagues Internship Report Instructor: Mrs Truong Thi Thanh Nga TABLE OF CONTENTS LIST OF PICTURES ABBREVIATIONS IN F&B DEPARTMENT OBJECTIVES AND CONTENTS INTERNSHIP UNIT’S INFORMATION SILVERLAND HOSPITALITY AND SPAS’ THE MYST DONG KHOI HOTEL COMPANY LIMITED 2.1 INTRODUCTION 2.2 F&B DEPARTMENT ORGANISED CHART 2.3 SERVICE 10 PERSONAL EXPERIENCE 15 SERVING PROCESS 15 1.1 The serving process will follow the following steps: 17 SOLVING PROBLEM PROCESS 18 2.1 The guest does not remember the room number 19 2.2 Their room does not include breakfast 19 ADVANTAGES, DISADVANTAGES & CONCLUSION 19 3.1 Advantages 19 3.2 Disadvantages 20 3.3 Conclusion 20 SUGGESTION 22 Suggestion for The Myst Dong Khoi Hotel 22 Suggestion for An Giang University 22 Suggestion for AGU's student………………………………………….22 INSTRUCTOR’S FEEDBACK 23 Internship Report Instructor: Mrs Truong Thi Thanh Nga LIST OF PICTURES Picture Silverland Group’s logo…………………………………………8 Picture The Myst’s logo…………………………………………………9 Picture The Myst Hotel………………………………………………….9 Picture Bason’s front area………………………………………….……11 Picture Bason’s back area………………………………………….…….11 Picture The Nest in the night……………………………………….…….12 th Picture View from the 12 floor ………………………………….………12 Picture Bar Bleu with a gym on the top……………………… …………13 Picture Infinitive pool with city view………………………….…………13 Picture 11 Birthday party in Ery……………………………………………14 Picture 10 Ery Hall……………………………………………….…………14 Picture 12 Galaxy meeting room…………………………………….…… 15 Picture 13 An event in Galaxy……………………………………… …….15 Picture 14 Outside…………………………………………………….….…16 Picture 15 Inside…………………………………………………….………16 Picture 16 Breakfast Report…………………………………………….… 17 Picture 17 The Nest breakfast menu…………………………………….….18 Internship Report Instructor: Mrs Truong Thi Thanh Nga ABBREVIATIONS IN F&B DEPARTMENT Abbreviations Meanings GM General Manager F&B Food and Beverage FBM Food and Beverage Manager FOC Free of Charge POS Point of Sale Internship Report Instructor: Mrs Truong Thi Thanh Nga OBJECTIVES AND CONTENTS Currently, my development direction is English for tourism and hospitality and a career path in is also my passion since childhood That is why I always want to approach and learn more from different working environments That was also the first goal when I applied to Hotel The Myst Dong Khoi I used to work at a restaurant with fairly simple procedures, so I decided to open myself to new challenges and venture to territories that I have never dared to set foot on before Working in a professional environment has quite the pressure, though, I have learned a lot of things and of rules that classroom environment hardly be able to provide Without a doubt, this is also a great chance for me to get face to face with practical problem which help me be more steadfast in my resolution I have met a lot of customers here and every day when I welcome guests, I will actively ask and talk to them to learn more about their enjoyment and feedback about the quality of service of the hotel Sometimes, they talked to me like their friends and share everything with a smile and polite attitude It is just a little thing, however, those stories and suggestions helped me learn more and improve my communication skills In the content of this report, I will demonstrate the ability to work in the serving sector as a hostess in The Nest restaurant while also showcasing proficiency in solving problems Therefore, this report will not only illustrates the procedure of service but also clarifies the way we deal with those challenges on the daily basis Internship Report Instructor: Mrs Truong Thi Thanh Nga INTERNSHIP UNIT’S INFORMATION SILVERLAND HOSPITALITY AND SPAS’ Picture Silverland Group’s logo Silverland Hospitality and Spas’, which The Myst Dong Khoi Hotel is a subsidiary of, was established in 2011 It is being recognized as a group belonging to the private economic sector, specializing in the construction, operation, and management of hotels under the boutique hotel model In less than 10 years of operating, up to now, Silverland Hospitality has been developing its systems including The Myst Dong Khoi Hotel, the first hotel in a 5-star standard chain; and hotels under the Silverland brand of standard and star They are Silverland Central (2001), Silverland Min (2009), Silverland Jolie (2010), Silverland Sil (2011), Grand Silverland (2012), Silverland Sakyo (2014), Silverland Yen (2016), Silverland Charner (2018) Whether according to the 3-star or 4-star standard, the hotels provide guests with full-service accommodations from rooms, bars, restaurants, gym & spa, outdoor swimming pool with expensive views With its high-quality products and services, Silverland Hospitality Group has raised the level of the private hospitality business to a new level, while also contributing to the domestic customer service industry by improving the quality of human resources, building the image of a civilized, modern Vietnam, but rich in humanity and towards sustainable tourism development Internship Report Instructor: Mrs Truong Thi Thanh Nga THE MYST DONG KHOI HOTEL COMPANY LIMITED Picture The Myst’s logo Picture The Myst Hotel The Myst Dong Khoi hotel 06-08 Ho Huan Nghiep street, Ben Nghe ward, District 1, Ho Chi Minh city Email : info@themystdongkhoihotel.com Website : www.themystdongkhoihotel.com 2.1 INTRODUCTION Located in the heart of the bustling and vibrant commercial and financial center of the city, The Myst Dong Khoi Hotel consists of 108 rooms with a unique design in a minimalist and luxurious Indochinese style; a "mysterious oasis" is sought by many domestic and foreign tourists to stay in their tours and vacations True to its name, The Myst Dong Khoi Boutique Hotel has a rustic, simple, but charming, luxurious, and slightly "mysterious" appearance Coming to The Myst, visitors have the opportunity to enjoy a unique lifestyle that only the old Saigonese had From the outside, The Myst's architecture creates an evocative and connected feel with the modifications of the building concrete pieces and maximizing the natural green Nevertheless, when starting to set foot on the steps of the hotel lobby, visitors seem to be led back to the space of historic marinas, pristine, simple, familiar alleys that are attached to the whole life Every detail about a shape, line, or material is a careful selection Internship Report Instructor: Mrs Truong Thi Thanh Nga 2.2 F&B DEPARTMENT ORGANISED CHART Mr Tran Dong Hung Food and Beverage Manager Mrs Huynh Tuyet Dung Assistant Food and Beverage Manager Mr Le Nguyen Xuan Bao Mr Ngo Anh Viet Head Bar Mr Le Manh Linh Bartender Supervisor Restaurant Supervisor Mr Pham Van Mr Nguyen Tan Thanh Captain Cuong Captain Official Trainee Khuu Nguyen Gia Mi Nguyen Ha Minh Phuc Le Van Long Bartender/Barista Waiters/ Waitress Internship Report Instructor: Mrs Truong Thi Thanh Nga 2.3 SERVICE 2.3.1 BASON CAFÉ (G FLOOR) The name Bason is derived from Ba Son port and its precursor is the shipyard From the French colonial period, Ba Son was operated as a shipyard under the name Arsenal de Saigon Therefore, Bason Café got the idea for their concept from there and acquired components and the anchors is being in front of the hotel, its weight is approximately tons Bason Café is opened from 6:30 AM to 10 PM and divided into areas Outside the lobby area with open space for guests wishing to smoke, there is also an air-conditioned seating area at the back of the hotel lobby It serves water dishes such as tea, coffee, nutritious drinks, breakfast, lunch, and dinner Picture Front area Picture Back area 10 Internship Report Instructor: Mrs Truong Thi Thanh Nga 2.3.2 THE NEST RESTAURANT (12 TH FLOOR) The Nest is one of the hallmarks of The Myst It serves breakfast buffet, English standard afternoon tea and dinner (in case guests book in advance) It not only has a cozy luxurious space, but also a wonderful Vietnamese and Western cuisine With a capacity of up to 100 guests, The Nest is always a priority position to organize birthday parties, or corporate gatherings Picture The Nest in the night th Picture View from the 12 floor 11 Internship Report Instructor: Mrs Truong Thi Thanh Nga 2.3.3 BAR BLEU ROOFTOP, FITNESS AND POOL (15 TH FLOOR) Referring to The Myst, it is impossible to ignore Bar Bleu Which is located on the rooftop of the hotel, an extremely favorable location, specializing in serving alcoholic drinks and beer In addition, there is an infinity pool and sauna, with a view of the bustling city center Not only that but Bar Bleu is also equipped with a gym located above the floor to serve the health needs of guests staying here Fresh air with delicious drinks, Bar Bleu is often chosen by customers to party and especially a small wedding party with a cozy space with a capacity of nearly 80 seats Picture Bar Bleu with a gym on the top Picture Infinitive pool with city view 12 Internship Report Instructor: Mrs Truong Thi Thanh Nga 2.3.4 ERY HALL Ery - a pivotal part of The Myst, that makes up The Mystery With a cosy space covered by green trees, Ery creates a feeling of mystery but also closer to nature than ever The highlight of the Ery hall is the stage side combined with the sky well, this is considered as Son Doong cave in the heart of Saigon Ery is always appreciated in association with class luxury, delicious and eyecatching food, in addition, with a capacity of more than 100 seats, customers can organize parties or meetings Picture 10 Ery Hall Picture 11 Birthday party in Ery 13 Internship Report Instructor: Mrs Truong Thi Thanh Nga 2.3.5 GALAXY – MEETING ROOM The name "Galaxy" speaks to the characteristics of this meeting room, the lights shimmering like stars, creating the feeling of sitting in the middle of the galaxy The capacity is nearly 200 seats and can be divided into small meeting rooms, Mars and Venus Specializing in providing tea-break services with modern lighting and soundproofing systems, Galaxy will be a suitable place for conferences, seminars and events Picture 12 Galaxy meeting room Picture 13 An event in Galaxy 14 Internship Report Instructor: Mrs Truong Thi Thanh Nga PERSONAL EXPERIENCE During the months of my internship, I was able to experience working in various positions, such as waitress, cashier, and especially hostess which was also the position that I held almost throughout this internship The hostess is known as the employee of the restaurant and is responsible for welcoming of guests Furthermore, hostesses are seen as the representatives, the hostess's image and manner will influence the customer reviews of that restaurant Therefore, the service process at The Nest restaurant is always enhanced and changed flexibly, to accommodate the visitors thoroughly in their journey at the establishment 15 Internship Report Instructor: Mrs Truong Thi Thanh Nga SERVING PROCESS At The Nest, it is a buffet type and its opening hours are from am to 10 am, on Saturdays and Sundays, they will open until 10:30 am Currently, the restaurant is divided into areas, the interior house a buffet line, food checker and bar counter and the exterior contains as area for smoking guests with river view and Bach Dang wharf Picture 14 Inside Picture 15 Outside 16 Internship Report Instructor: Mrs Truong Thi Thanh Nga 1.1 The serving process will proceed with the following steps: 1.1.1 WELCOME GUESTS Greeting guests is crucial and often hostess will use the basic greeting "The Nest xin chào!", if the guest is a foreigner, they will use the phrase "Good morning sir/ma'am!" In particular, there is a noticeable amount of Chinese visitors, so in addition to English and Vietnamese, the hostess will also greet them with a Chinese phrase "Zǎoshang hǎo" and it is synonymous with a good morning 1.1.2 INFORMATION APPLICATION For the most part during the morning, the hostess will receive a breakfast report (Picture 16.) at the hotel website and proceed to print it out If there is additional information, the receptionist will be notified via the chat group "Breakfast Request" Picture 16 Breakfast Report 17 Internship Report Instructor: Mrs Truong Thi Thanh Nga Then, when guests come to the restaurant, the hostess is responsible for asking for information about the room number to confirm that the guest's room ticket includes breakfast or not Sample questions used to ask for their room number: "Could you please provide the restaurant your room number?" "Excuse me, sir/ma'am, may I have your room number?" After the guest give their room number, the hostess will check on the report and guide them to the appropriate table We then inquire our guest if they would like to get some coffee or tea and introduce to them the breakfast menu (Picture 17 ) Picture 17 The Nest breakfast menu SOLVING PROBLEM PROCESS When I first started as a trainee, I was extremely nervous and confused about dealing with problems Working in a restaurant, especially in a professional environment, usually entails many problems, such as customers complaining about the food or service quality We have to solve these as soon as possible and try not to put the customer in discontent 18 Internship Report Instructor: Mrs Truong Thi Thanh Nga During my internship, I have had many opportunities to be exposed and confronted with many predicaments, ranging from basic text-book challenges to matters of greater complexity There are three typical problems that a restaurant employee will often encounter: 2.1 The guest does not remember the room number - This is the most common cause - Solution: Ask for the name of the customer and compare it with the report 2.2 Their room does not include breakfast - When the hostess have the customer’s room number and compares it with the report If the report shows that the room is not breakfast included, the hostess will be responsible for contacting the receptionist, confirm the information - Solution: In case the information is correct, the hostess must announce it to the customer with a polite attitude, such as "Excuse me sir/ma'am, currently, the information I receive is that your room does not include breakfast If you agree, may I charge the buffet ticket to your room?” - Note: Usually, the customer may feel unease at the prospect of an early morning predicament Therefore, I have to wait for them until they find their seats, then, I will come and deliver the news to them 2.3 Customers complain about waiting too long for their food or drink - On weekends, the arrivals will be very crowded, so delays in food are unfortunately unavoidable - Solution: Firstly, I would say sorry to the customer for taking their time Then, ask them to wait for me a few minutes to verify with the kitchen ADVANTAGES, DISADVANTAGES AND CONCLUSION 3.1 Advantages It can be said that this internship made me more mature and independent than before On the first day, I was quite surprised when exposed to a new job, 19 Internship Report Instructor: Mrs Truong Thi Thanh Nga however, the managers and colleagues always helped and taught me many things that I have not learnt from school In addition, I have been joined in some training classes which led by Mr Hung – F&B manager These training classes have partly strengthened and enhanced my knowledge so that I can improve myself more Besides, the F&B team has always carry themselves in a joyful and sociable manners, they are always willing to dispel the stresses of work by going out together and I can learn everything more quickly thank to this sincere atmosphere 3.2 Disadvantages Choosing a job in an unfamiliar city is not without its drawbacks During the past time, I considered these difficulties as a stepping stones to further perfecting my skills Although I tried to equip myself with a solid knowledge base, I was still quite shy and did not fully show my ability when approaching realistic situations Since I work as the receptionist of the restaurant, it is essential to remember guests' names or information, and it is also a challenge for an absent-minded person like me Because of that, I have to put in as much effort as I can muster to serve my guests genially To me, while working there, the checkout process is quite complicated Since up to now, I have only worked at restaurants with simple procedures, so when I change the workstyle, I still cannot adapt and easy make mistakes 3.3 Conclusion After work, I have spent my free time learning more specialized knowledge to enhance my weeknesses and shortcomings Continuously studying and improving knowledge are the things I want to during the internship; because each working day will encounter many different cases and problems, so I want to be available to myself at all times and always be ready to face difficulties and solve them in the most perfect way 20