Restaurant specialist skills and knowledge at victoria chau doc hotel

Internship report TABLE OF CONTENTS ACKNOWLEDGEMENT LIST OF PICRURES, CHARTS AND TABLES LIST OF ABBREVIATIONS ABSTRACT OBJECTIVE PART A: DESCRIPTION OF INTERNSHIP COMPANY I HOTEL INTRODUCTION Thien Minh Group and the chain of Victoria Hotel and Resorts 1.1 Thien Minh Group 1.2 The chain of Victoria Hotel and Resort Victoria Chau Doc Hotel .9 2.1.Hotel Location 10 2.2 Historical background of Victoria Chau Doc Hotel 11 II HOTEL ORGANIZATION 11 III BUSINESS OPERATION: 14 Accommodation 14 1.1 Superior Room 15 1.2 Deluxe Room 15 1.3 Suite Room 16 Food and Beverage 17 2.1.Bassac Restaurant 17 2.2.Tan Chau Bar 18 IV HOTEL FACILITIES AND SERVICES 19 Hotel facilities 19 1.1 Swimming pool 19 1.2 Speedboats 20 1.3 Tra Su Meeting Room 20 1.4 Spa and Beauty 21 1.5 Boutique 21 1.6 Chau Giang cafeteria 22 Hotel services 22 PART B: INTERNSHIP ACTIVITIES 23 Nguyen Chan Hung– 18TA Page Internship report I INTERNAL RULES FOR TRAINEE 23 II WORKING TIME AND SHIFT FOR TRAINEE 23 III DUTIES OF TRAINEE 24 IV DAILY WORKS AND ACTIVITIES OF A TRAINEE 25 Some of my tasks in the morning shift 25 Some of my tasks in the afternoon shift 25 Some of my tasks in the evening shift 26 PART C: AN ASSESSMENT OF THE INTERNSHIP 27 I ADVANTAGES 27 II DISADVANTAGES 27 III CAUSES AND SOLUTIONS 28 IV WHAT I LEARNT DURING MY INTERNSHIP 28 PART D: CONCLUSION AND SUGGESTION FOR INTERNSHIP 29 I CONCLUSION 29 II SUGGESTION 29 Suggestion for an internship company 29 Suggestion for future trainee 30 Suggest for Faculty of Foreign Languages and Vietnam National University Ho Chi Minh - An Giang University 30 REFFERENCE 31 Nguyen Chan Hung– 18TA Page Internship report ACKNOWLEDGEMENT The successful accomplishment of this report depends largely on the contribution and guidelines of many people whom I want to express my deepest gratidute for having accompany me on this journey First and foremost, I would like to convey my sincere thanks to the Faculty Foreign Languages, Department of English Linguistics Translation & Interpretation and Vietnam National University Ho Chi Minh City - An Giang University for creating all favorable conditions for me to learn and experience, to apply my academic skills and knowledge into real life as well as to have a good preparation for my future In addition, I greatly appreciate supporting of Mrs Truong Thi Thanh Nga, my instructor To me, her helpful sharing, sincere suggestions, useful advices, also on-phone calls and cozy conversations are one of those factors to help me accomplish this internship period Moreover, I am particularly grateful to Mr Nicolas – General Manager and Mr Hien – Human Resources Manager, who have given me the opportunity to practice at Victoria Chau Doc hotel Especially, I am heartily thankful to the assistance given by Mrs Lam Thi Kim Hoa - Bar & Restaurant Manager, Ms Le Thi Tuyet Suong - Bar & Restaurant Supervisor and Mr Dinh Hoang Huy Cashier Supervisor because of valuable lessons, continuous guidance, willing to send precious time to guide me day after day Besides, I also send my special thanks to staff members working at Victoria Chau Doc Hotel; they are willing to cooperate and enthusiastically assist me as much as possible We have the best memories that will not be faded in my mind At the end, I would never forget the encouragement and supporting of my family and friends always standing by me during my internship and period for completion this report Nguyen Chan Hung– 18TA Page Internship report LIST OF PICRURES, CHARTS AND TABLES Picture Victoria Chau Doc Hotel Picture Location of Victoria Chau Doc Hotel 10 Picture Superior Room 15 Picture Deluxe Room 15 Picture Suite Room 16 Picture & The Bassac Restaurant ( inside & terrace) 17 Picture & Some dishes at Bassac Restaurant 18 Picture 10 & 11 The Tan Chau Bar (inside & terrace) 19 Picture 12 Victoria Swimming Pool 19 Picture 13 Victoria Speedboat 20 Picture 14 Tra Su Meeting Room 20 Picture 15 Vinh Te Spa 21 Picture 16 Oc Eo Boutique 21 Table Victoria Chau Doc Room Prices Table 16 Table Local & European Specialities of Bassac Restaurant 18 Table 3.Working hours for trainee at Bassac Restaurant 24 Chart Victoria Chau Doc Organization Chart 12 Nguyen Chan Hung– 18TA Page Internship report LIST OF ABBREVIATIONS VCD: Victoria Chau Doc Hotel FFL: Faculty Foreign Languages AGU: An Giang University TMG: Thien Minh Group GM: General Manager HR: Human Resources CD: Chau Doc VND: Viet Nam Dong EEM: Electricite et Eãu de Madagascar ISO: International Standards Organization LCD: Liquid Crystal Display Depts: Department S: Shift Number S1: Shift Number S7: Shift Number H1: Haft Shift Number H4: Haft Shift Number Nguyen Chan Hung– 18TA Page Internship report ABSTRACT The whole internship process and result at Victoria Chau Doc Hotel are clearly presented from general to detail information in this report The first part is the description of the internship company including the chain of Victoria Hotel & Resort and Thien Minh Group and some material facilities about Victoria Chau Doc Hotel In the next part, I would show internship activities and what I experienced at the company with advantages, disadvantages, causes and solutions and some useful lessons I learned from new tasks as well as the way I overcame problems during training time The last part is the conclusion of the internship and would give some suggestions for VCD, future trainees and FFL & AGU in the following years Nguyen Chan Hung– 18TA Page Internship report OBJECTIVE An internship, which has to be carried out outside the university, is part of the curriculum Thanks to the internship process, students have a great opportunity to apply the academic knowledge and skills into their work, to express themselves with their own opinion and attitude, are able to learn and cultivate more in the real workplace That is the reason I decide to a trainee at Victoria Chau Doc Hotel I personally think in this place I can have a professional working environment and good facilities to learn and practice knowledge and skills of Hotel and Restaurant As a 4-star international hotel, Victoria Chau Doc Hotel attracts a large foreign tourist, so this is an ideal condition for English student like me to demonstrate my communication and language ability I believe that this is a wonderful place that helps me increase my competences, improve my speaking English skill with confidence and fluency Although internship time was short, experiences I obtained that are great Nguyen Chan Hung– 18TA Page Internship report PART A: DESCRIPTION OF INTERNSHIP COMPANY I HOTEL INTRODUCTION Thien Minh Group and the chain of Victoria Hotel and Resorts 1.1 Thien Minh Group TMG was established in 1994, is a leading tourism business in Vietnam, owns three major travel brands, an online travel booking company, and 11 hotels in the segment from to stars, and a hotel management company Every year, Thien Minh welcomes about 90,000 tourists and serves about 200,000 tourists using accommodation services at hotels under the group TMG Vietnam currently owns a number of famous brands in the market such as Buffalo Tours, Hai Au Aviation, Victoria Hotels and Resorts, ÊMM and iVIVU.com 1.2 The chain of Victoria Hotel and Resort Victoria Hotel and Resorts, one of the chains of Thien Minh Group, is a combination of Indochina beauty and the French architectural style with flourishes of local tradition It is located in outstanding tourist destinations in Vietnam, Laos and Cambodia Victoria hotel and resort chain offers visitors a unique experience of a true Indochina From the pristine mountains surrounding Sa Pa town, to the ancient town of Hoi An, through the coastal sand dunes of Phan Thiet to the unique floating market of the Cuu Long region and the ancient city of Luang Prabang, visitors will always find in Victoria, the sincere hospitality and the passionate and enthusiastic spirit typical of East Asian culture Not only that, the hotel always wants to bring visitors to feel the magic of Indochina through experiences close to the people and local culture Nguyen Chan Hung– 18TA Page Internship report Victoria Chau Doc Hotel Victoria Chau Doc Hotel is a luxury 4-star hotel in Chau Doc city, rated as one of the most famous and comfortable hotels in An Giang province The hotel is built following French architecture, cozy style, blending with the surrounding nature, and is an ideal stopover to explore the fascinating Chau Doc region Thanks to the unique location of the hotel, visitors can see the whole landscape of the river, from the floating fishing villages with diligent residents, the bustling floating market with commercial activities or the peace and gentleness Cham village Victoria Chau Doc Hotel has been nominated by The Guide magazine, under the Vietnam Economic Times, for the slogan "Preserving a green environment” Picture Victoria Chau Doc Hotel Nguyen Chan Hung– 18TA Page Internship report appetizers, warm appetizers, salads, soups, main course, dessert, coffee and tea and Vietnamese Mekong menu Some Local and European Specialties of the restaurant are presented in the table below: Table : Local and European Specialties of Bassac Restaurant: Local Specialies European Specialies Mam Hotpot Grilled Lamb Fish Noodle Soup Grilled Salmon Basa Fish in Clay-pot Spaghetti Carbonara Grilled Eggplant with Mince Fork Beef Tenderlion Dien Dien Flower Soup Caesar Salad Picture & Some dishes at Bassac Restaurant 2.2.Tan Chau Bar It offers fresh drinks, cocktails, fine wine with Western & Asian snacks and beers It is a perfect place to unwind after a day of sightseeing in CD city Visitors can choose to sit inside with a French stylish & luxurious facility or an outdoor terrace overlooking the river The bar can hold 100 people and opens from am to 10 pm and offers also swimming pool service Nguyen Chan Hung– 18TA Page 18 Internship report Picture 10 & 11 The Tan Chau Bar ( inside & terrace) IV HOTEL FACILITIES AND SERVICES Hotel facilities 1.1 Swimming pool Operating hours: am – pm The pool is located in front of Tan Chau Bar facing the Bassac river Guests will swim and play with family and friends Towels and bar services are available nearby NOTE: The children must be accompanied by their parents Picture 12 Victoria Swimming Pool Nguyen Chan Hung– 18TA Page 19 Internship report 1.2 Speedboats Chau Doc and Phnom Penh are linked by the Mekong river Visitors just take hours to get a journey to discover the beauty as well as the cultural features of CD and Daily fixed departures are available from CD to Phnom Penh Picture 13 Victoria Speedboat 1.3 Tra Su Meeting Room Tra Su Meeting Room is equipped with modern and convenient facilities and a suitable place to hold meetings, conferences, events, seminars, training courses The meeting room includes a color TV, projector, portable wireless microphone and Video player, sound system, chart, whiteboard, laptops and LCD screens Picture 14 Tra Su Meeting Room Nguyen Chan Hung– 18TA Page 20 Internship report 1.4 Spa and Beauty Opening hour is from 11 am to pm After a day of sightseeing, guests can relax their body and mind with a refreshing experience at Vinh Te Spa locating on the top floor of the hotel The Spa offers a wide range of treatments such as body massage, traditional massage, sauna, reflexology, facial and body care and aromatherapy Picture 15 Vinh Te Spa 1.5 Boutique It is located at the main lobby, the Oc Eo gift shop offers a variety of local handicrafts, gifts and living room items Checking in the Weaving Corner is a wonderful moment for guests to contemplate local Cham women making the most beautiful scarves using age-old loom weaving techniques Picture 16 Oc Eo Boutique Nguyen Chan Hung– 18TA Page 21 Internship report 1.6 Chau Giang cafeteria Chau Giang Cafeteria is a place to rest, eat, and solve the personal problems of the hotel staff It is also equipped with air-conditioning and two separate dressing rooms for men and women to bring employees the most comfortable working environment Hotel services There are some main services in VCD: § Laundry services § Sightseeing tour services § Postal services § Foreign currency exchange § Email & Internet services § Wi-Fi access in all rooms § Flight reconfirmation and booking services § Souvenir shop § Room service § Private jetty § Parking § Major credit cards accepted: Amex, Visa, Mastercard and Besides, VCD offers a wide selection of leisure activities to choose from § Fitness center § Open-air swimming pool § Billiard table § Table tennis § Boat, motorbike and bicycle rental Nguyen Chan Hung– 18TA Page 22 Internship report PART B: INTERNSHIP ACTIVITIES Because of the passion for the hospitality industry, I have a desire to practice in the Hotel and Restaurant department for learning specialty knowledge as well as widening the ability to use English in the working environment Therefore, the internship part of my university program, I applied to work as a waiter in Bassac Restaurant of VCD I INTERNAL RULES FOR TRAINEE Working in a professional environment like Bassac restaurant at VCD, following the internal rules are very important for me Some rules include: § Maintain a clean appearances § Appear with a neat, clean and pressed uniform together with my wooden nameplate § No body odor, no perfume § Keep clean hair and fingernails § Approach all customers with kindness and friendliness § Stand up straight and no jokes § Walking quickly but never run § Wear black western shoes § Avoid any long conversation § Do not argue with the customers § Never stand in a corner doing nothing or chatting with a friend and colleague II WORKING TIME AND SHIFT FOR TRAINEE My internship time is about months, from February 22 to April 18, 2021 Because of the internship at the right peak tourist season and the preparation period for the Land Lady festival, so I along with staff in the restaurant need to Nguyen Chan Hung– 18TA Page 23 Internship report work more than hours a day Bassac Restaurant is a busy and bustling place, requiring many employees to work in shifts to ensure enough hours and everything is well prepared when guests arrive I am usually assigned S1 & S7 shifts, every week I have days off but my days off are not on the weekend and in each shift I have about 30 minutes to eat and rest Here are several work shifts scheduled every week: Table 3: Working hours for trainee at Bassac Restaurant: Shifts Time S 10 AM -2 PM and PM - finish S1 AM – 10 AM and PM – 10 PM S7 PM - finish H1 AM – 10 AM H4 PM – 10 PM III DUTIES OF TRAINEE As a trainee at Bassac Restaurant, I am required to clearly understand the service rules with the use of mind and language to handle certain situations My main duty is to complete assigned work along with observing restaurant operations, staff functions and helping them in some jobs, such as: § Greeting customers at the door § Assisting with preparation of some food items § Cleaning and preparing tables for the next guests § Keeping the restaurant location clean and tidy § Folding napkins, garnishing and decorating dishes § Coordinating with wait staff members to complete the job well Nguyen Chan Hung– 18TA Page 24 Internship report IV DAILY WORKS AND ACTIVITIES OF A TRAINEE Each shift in Bassac Restaurant has its own unique jobs Being a trainee, the restaurant manager arranges the schedule for me to experience and learn all work that happened during the entire day of the restaurant Some of my tasks in the morning shift Firstly, I set up the table for breakfast on the terrace with facilities prepared the previous night Next, I mop the wine cabinet and help my coworkers bring coffee and tea pots to the drinking station When the restaurant opens at I will stand at the door to welcome guests to the breakfast buffet and then stand at the buffet counter to support guests when they have any problems While the guests have settled their seats, I will go to each table to serve coffee and tea Whenever the guest finish eating, I quickly clean up dishes on the tables; deliver them to the washing house and set up to let the next guests have a seat Because this is a buffet, I don't have to present menus and recommend the food; prepared food and drink and the guests just have to choose and enjoy the foods they love When there are fewer guests, I will wipe the cutlery and store them in the proper cabinets, then I will set up the table for lunch Based on the reservation, I will set up the table in Asian or Western style Some of my tasks in the afternoon shift § Serving lunch for guests § Putting fruit basket in the guest room § Going room services § Preparing cold towel to attend guest in the evening § Setting up the table with some style: a la carte, Asian, Western for serving according to the reservation of guest § Folding napkins with many shapes and decorating dishes in preparing for serving Nguyen Chan Hung– 18TA Page 25 Internship report § them to VCD whenever they checkof hotel with these ingredients including green tea, ginger and lime § Taking orders from guest in Tan Chau bar Some of my tasks in the evening shift § Taking orders from guest in Bassac restaurant § Serving cold towels when guests have settled and hot towels when guests have finished their meals § Delivering food from kitchen to the guest table § Cleaning up dishes on the table and delivering them to washing house when guests have finished their meals § Preparing materials and setting up the table for breakfast the following day vTaking orders from the guest is my favorite work because it is suitable for my English major, but I have some difficulties with the menu The menu in Bassac Restaurant and Tan Chau Bar is very enriching and varied I overcome this problem by taking a day to learn all things on the menu to make sure that I never make any mistakes when taking orders I feel extremely confident when serving guests, happy to satisfy them and interact with them smoothly Nguyen Chan Hung– 18TA Page 26 Internship report PART C: AN ASSESSMENT OF THE INTERNSHIP Practicing at the four-star international Victoria Chau Doc Hotel is a great opportunity for me However, as an English major student, I had both advantages and disadvantages during the period of my internship I ADVANTAGES I am very lucky to be an intern at VCD, because the hotel attracts many foreign visitors every year, this is a great opportunity for me to show my English communication skills Besides, VCD star international hotel is a professional and dynamic working environment with open-minded and generous staff, so I have learned a lot of valuable experiences and have job opportunities in the future, from the manager, supervisor to staff are lively, cheerful and friendly They are willing to help me learn what I want and answer any of my questions; they welcomed me as a part of their own and that made me feel unseparated and give me encouragement Moreover, I also receive the money supporting ( 500,000 VND / month), have the money for meals about 50,000 VND in a shift In addition, I receive tips from serving, no matter what I can and cannot do, staffs here are generous and willing to share with me in the bonus they receive II DISADVANTAGES First, the number of guests check in the hotel is large, especially on holidays and weekends, so the pressure of work is very big and there is a lot of work to I am just a trainee without specialized skills and experiences of hospitality industry, so I feel quite stressed and nervous when I undertake tasks as an official staff Second, the restaurant has a lot of detailed work to do, so I have to move and walk a lot, which makes me exhausted and my feet ached; in addition, I have to wear Western shoes and stand at least hours a day Finally, the foreigners come from different countries, actually it is not easy for me to listen and understand from many accents Besides, because of Covid 19, Nguyen Chan Hung– 18TA Page 27 Internship report the number of foreign tourists is very small, I not have many opportunities to use English for communication III CAUSES AND SOLUTIONS I think the main cause of my problems is the lack of experience and not find information about the hotel clearly Moreover, a weak body and not good English skills will be obstacles on the way to become a professional waiter Therefore, I need to exercise and eat well in order to have good health Besides, I also constantly improve my English to communicate more confidently with foreigners IV WHAT I LEARNT DURING MY INTERNSHIP My whole journey at VCD is very enriching which help me to apply my academic knowledge to the reality of the workplace effectively and bring me a lot of useful and memorable memories Especially, I learned a lot of things at Bassac restaurant: § Learning how to serve and communicate with the guest § Learning to set up the table for guest § Learning to arrange time effectively § Realizing the importance of good personal appearance § Understanding the importance of getting along with coworkers in an organization § Learning the enthusiasm, honesty, calmness and patience § Improving my English about Restaurant and Hotel industry In particular, I learned how to use modern coffee machine to process delicious and nutritious coffee cups such as americano, capuchino and espresso I were also prepared luxurious drinks with unique recipes such as soft balance and mojito This was one of the features of the international standard bar Indeed, I felt very excited about this job Nguyen Chan Hung– 18TA Page 28 Internship report PART D: CONCLUSION AND SUGGESTION FOR INTERNSHIP This part is sum up my internship at the first and second parts to give some suggestion for internship organization for university and students to get a successful internship I CONCLUSION My experience at Bassac restaurant in VCD is amazing, and it is one that I will certainly never forget I have the chance to interact and network with people at this insight into the workings of the restaurant and the condition to familiarize myself with a variety of duties of a waiter It enabled me to acquire practical skills and make some good friends Although carrying out internship here is challenging and busy, it is enlightening and I am proud of the work I as a trainee at Victoria Hotel Spending eight weeks of practice here, what values I learned are not only knowledge and professional skills for my job in the future, but also lessons about human behavior and soft skills as communication, team work, effective time management and harmony with people Although it is not a long time to access complete the real-life, I believe that it is the useful knowledge and skills for me to get a good job in the future After the training time, I feel myself become more mature, confident and active; besides, my English capacity is also enhanced significantly This internship has given me new insights and motivation to pursue a career in the hospitality industry II SUGGESTION Suggestion for an internship company To have a good environment as well as help the trainees to accomplish the practicing course well The hotel should create more opportunities and conditions for trainees to approach the guests to practice what they had learned especially English skills; arrange trainees into work at departments relating directly to their major so as to help students apply and improve their academic knowledge effectively In addition, the Manager of departments should consider again assigning tasks for trainees in a reasonable way because they are all newcomers Nguyen Chan Hung– 18TA Page 29 Internship report without specialized skills and knowledge, so they need to have enough time to learn and practice regularly to work as an official employee Suggestion for future trainee To get a successful internship, English major students especially those who choose Restaurant and Hotel to practice should equip English well Besides, soft skills are not less important because it is very necessary in the hospitality industry and help us solve any problem Moreover, learning how to get on well with other people and always being self-motivated, calm down and patient are the key points ed, we cannot only finish our work well, but also easily give up purposes and duties Suggest for Faculty of Foreign Languages and Vietnam National University Ho Chi Minh - An Giang University FFL should organize training course about travel and catering and equip students with basic knowledge of the hospitality industry in general AGU should build durable relationships with many companies and businesses to create more favorable conditions and opportunities for students, so that they can choose a suitable internship place for them In the duration of the student job training, observing and caring about the students in order to help them in cases of trouble Student internship time needs to be arranged reasonably, students should go for the internship when completing all the subjects in the class Nguyen Chan Hung– 18TA Page 30 Internship report REFFERENCE https://www.ivivu.com/blog/2015/06/chuoi-khach-san-va-khu-nghi-duong-cuatap-doan-thien-minh-nhan-giai-thuong-lon-tu-tripadvisor/ https://vi.tmgroup.vn/our-brands/hospitality-brands https://www.victoriahotels.asia/en/hotels-resorts/chaudoc.html https://www.vnbooking.com/hotel/victoria-chau-doc-hotel.html http://www.hotel84.com/an-giang/khach-san-victoria-chau-doc.html Nguyen Chan Hung– 18TA Page 31 Internship report Nguyen Chan Hung– 18TA Page 32