Specialist skills and knowledge at hoa binh 1 hotel restaurant

as ad VIET NAM NATIONAL UNIVERSITY HO CHI MINH 1.2 THANK YOUAN LETTER: GIANG UNIVERSITY - Internship is an essentialOF timeFOREIGN for UniversityLANGUAGES students to apply what they learn in FACULTY classes in a practical environment, it is also a valuable opportunity to experience the profession in a closer view Throughout the weeks internship I had received many helps from a number of people - Through this letter I would like to extend my deepest appreciation to the Director of An Giang University and the board of director of English foreign language for providing me the opportunity to test myself against this real-life experience In addition, I would also like to thanks to the managements team as well the staff in Hoa Binh hotel for their hospitality and much-appreciated assistants throughout my time there Especially, I would like to send my deepest gratitude to my representative teacher, Ms Bui Thi Thuy Trang She had guided me on the method of writing INTERNSHIP my internship report, how to present myREPORT ideas and contents These are the foundation for me to complete my report in the most efficient way SPECIALIST SKILLS AND KNOWLEDGE AT HOA BINH Because of the limited time and my inexperience, shortcomings are unavoidable HOTEL - RESTAURANT Therefore, I looking forwards to your constructed criticism from teachers and Lastly, I want to say thank you to my family and friends that helped me in completing this report friends INSTRUCTOR: MRS BUI THI THUY TRANG FULLNAME: VU THI THU CUC CLASS: DH18TA STUDENT’S CODE: DTA176090 ACADEMIC YEAR 2020 - 2021 An Giang – 2021 THANK YOU LETTER: - Internship is an essential time for University students to apply what they learn in classes in a practical environment, it is also a valuable opportunity to experience the profession in a closer view Throughout the weeks internship I received many helps from a number of people - Through this letter I would like to extend my deepest appreciation to the Director of An Giang University and the board of director of English foreign language for providing me the opportunity to test myself against this real-life experience In addition, I would also like to thanks to the managements team as well the staff in Hoa Binh hotel for their hospitality and much-appreciated assistants throughout my time there Especially, I would like to send my deepest gratitude to my representative teacher, Ms Bui Thi Thuy Trang She guided me on the method of writing my internship report, how to present my ideas and contents These are the foundation for me to complete my report in the most efficient way Lastly, I want to say thank you to my family and friends that helped me in completing this report Because of the limited time and my inexperience, shortcomings are unavoidable Therefore, I looking forwards to your constructed criticism from teachers and friends Table of content: Opening 1.1 The aims of this report 1.2 The content of the report Content 2.1 General information about Hoa Binh hotel Restaurant 2.1.1 Location and contact information 2.1.2 History of establishment and architecture 2.1.3 Restaurant organization chart 2.1.4 The functions and missions of interns 2.2 The internship’s job descriptions .10 2.3 The advantages of interns in Hoa Binh hotel – Restaurant 15 2.4 The disadvantages of interns in Hoa Binh hotel – Restaurant 15 2.5 The most memorable memory of my internship .17 2.6 What the interns learned from the internship 18 Conclusion and suggestions 18 3.1 General conclusion of what mentioned above 19 3.2 Suggestion for Hoa Binh hotel - Restaurant 20  Abbreviation - Hoa Binh Hotel – Restaurant : HBH1 – R An Giang University: AGU  List of pictures: - Hoa Binh Hotel in 2020 Restaurant A Restaurant B The interior of the room in the hotel Restaurant organization chart Picture of AGU interns Staff uniform .9 Double candles napkin folding 11 Sail boat napkin folding 11 10 The buffet on the 8th floor 12 11 The private room .13 12 Conference room .14 13 The final gathering 17 Main part Opening 1.1 The aims of the report In the pursuit of informing the instructors of matters relating to the internship Assisting the student to sum up their experience and what they learn from the internship In addition, through the report, junior students can use these reports as frame for reference These will be stored in the Foreign language office 1.2 The content of the report There are parts: General information about Hoa Binh hotel - Restaurant’s restaurant Internship’s job description The advantages of working in the restaurant of Hoa Binh hotel - Restaurant The disadvantages of working in the restaurant of Hoa Binh hotel Restaurant and the causes of the disadvantages - The most memorable memory of my internship - What the intern had learned from the internship Content - 2.1 General information about HBH1-R 2.1.1 Location and contact information Address: 130th, Tran Hung Dao St., My Binh ward, Long Xuyen City, An Giang province Number: 0766 252 999 or 0766 250 434 Fax: 0766 250 457 Email: hoabinh@gmail.com Website: http://hoabinhhotel.vn 2.1.2 History of establishment and architecture HBH1-R was established in 1993 with star hotel standards including rooms and a garden coffee which was called Hoa Binh club In 2009, Hoa Binh club was upgraded to having stars hotel standards and changed the name into HBH1-R Hoa Binh Hotel in 2020 HBH1-R was built with beautiful architecture with the convenience for tourist and office personnel in mind Most of whom are from the neighboring provinces, especially the provinces that are next to Cambodia HBH1-R is designed with modern architect traits with all department being connected - Ground floor: Front office and customer greeting - Including area A and area B with the compacity of 500 people Restaurant A Restaurant B - First floor: conference and buffet with compacity of 350 people - Second floor: personal eating quarter as well as meeting room which can handle 20 to 100 people with the addition of health care and massage section - Floor to Floor 7: 60 rooms with the compacity of 100-200 people They include: the interior of the room in the hotel o suite rooms o deluxe rooms o 10 superior rooms o 39 standard rooms o room for house keeper - Every floor includes: 12 standard rooms, suite and deluxe room - Floor is the entertainment floor, which has services For example, bar, dinning, drinks and singing and dancing The floor also has the overall view of Long Xuyen city, a must visit if you want to observe Long Xuyen city 2.1.3 Restaurant organization chart Cashiers Bartenders Shift manager Servers Deputy director Cleaners Manager: Mr Nghiem Cashiers Bartenders Shift manager Servers Cleaners Restaurant organization chart 2.1.4 The functions and missions of interns - The main tasks for interns are: o Greet guests when they come in, introduce the menu, give out recommendations and answer any question about the food that the guests may have o Serve out the meal o Set up the table as well as the silverware and cloth that are necessary for preparing to welcome guests o Process the payment procedure for the guests when they are done with their meal o Greet guests on their way out o Clean the table when the guests are done with the table Picture of AGU interns  Working rules and working condition o Because of having a lot of demand for service in the restaurant, the work force requires to be young and energetic o The restaurant environment is professionalism is highly valued very strict Therefore, o Working in the restaurant, staff need to follow the strict procedure, services have to be carried out with dedication In addition, the staff have to be resilient and working nearly none stop They need to work no matter the hour, holiday and weather  Working rules o There are shift for the employee:  The morning shift: 6:00 AM to 2:00 PM  The afternoon shift: 2:00 PM to 10:00 PM o Staff are required to come 15 minutes before their shifts to get ready o Worker must wear uniform when they work staff uniform o All staff, including interns, must their job seriously and their best to serve the guest  Working condition: o The working condition at the hotel is, in my opinion, decent They have facilities that accommodate to the staff needs For example, locker room, shower, lounges, parking spaces, etc 2.2 Internship’s job descripton - My internship began from 23th of February, 2021 to the 18th of April 21, 2021 It includes weeks of working at HBH1-R and week of writing this report - throughout my weeks of working at the hotel, I was assigned working shifts: + My morning shift that starts from 6:30 AM to 2:00 PM + My afternoon shifts that starts from 2:00 PM to 9:00 PM - My main assignment was being a general staff of the hotel, which mean I was assigned with tasks that related to restaurant and hospitality I had one day off every week, except for the days that HBH1-R hosts any event - On the 22nd of February: I was introduced to my instructor to begin taking up tasks, having a tour of the Hotel and the restaurant, taking notes and memorizing important contact personnel - From the 23th of February to the 28th of February: I did my first shift and I: o Get familiarized with the equipment in the restaurant, including: napkins, silverware, chopsticks, knife, etc o Learned how to set up the table for all type of table in the hotel (round table, square table) for to 10 people  There are many things should be put in consideration, for example the distance of the silver ware as well as the napkin 10 o Was instructed on how to layout the tablecloths, napkins in the manner that meet the standards of the hotel For example, which is direction should the logo be facing or what to put in the corner of the table o Learned how to fold tissues into different shapes on the table:  Double candles Double candles napkin folding  Sail boat Sail boat napkin folding o Was told to set up a complete table with everything I had learned up to that point  Put all dishes, classes and bowls in the correct distant  Cover the table in the manner that I was taught.\  Fold the napkin into the bowl  Set up the chairs according to the number of guests 11 - From the 1st of March to the 7th of March: I did my first morning shift and I: o Get to know the morning buffet on floor 8th 10 the buffet on the 8th floor o Stand at the entrance and greet guests as well as checking for buffet tickets  While at duty, I had to uphold the professionalism That means no joking around standard  I had to pay close attention to the customer o Take drink orders for guests that were not at the hotel room  Take note in the order note that was given to me o Served out drinks and refilled ice for guests o Delivered bills from the accountant counter and did the payment procedure for guests o Cleaned up the table that was no longer in use o Cleaned the silverwares, bowl and plates o Set up table for guests that wanted to have lunch at the floor 12 o Washed the equipment in the restaurant: dishes, bowls, silverwares, etc o Took care of guests that ate lunch at the floor - From the 8th of March to the 21st of March I: o Served at the big party room A which has 33 tables o Refilled ice and drinks for the guests o Brought out the meals from the kitchen o Cleaned the venue when the party or event was over o Finally, in between the days that not have party or event I go back to my buffet duty on floor - From 22nd of March to 4th of April I: o Continued with my Buffet duty o Served in several weddings in restaurant A and B on floor o Got familiarized with the private eating lounge on floor o Set up the private room: 11 the private room  There is a closet with all the necessary equipment  Every room will have a separate restroom 13  Every room will have a dedicated staff standing by o Helped bring food to every room - From the 5th of April to 11th of April I: o Served at other types of party: birthday, gathering, baby shower, etc o Set up conference room: 12 Conference room  Set up the table and chairs  Put water at the table  Flower vases o Prepared banquet tables o Handled complications that took places - The 17th of April was the last day of my internship I: o Went to an evaluation meeting that my superiors hosted to give evaluation to each intern o Had a goodbye party with the other staffs that I worked with throughout my internship 14 2.3 The advantages of working at the restaurants in HBH1-R The restaurant of HBH1-R is the largest venue in Long Xuyen city which can accommodate to many people Working in the restaurant, I got the opportunity to meet and greet with many outside-province guests and some foreign guests The restaurant also changed it menu items to keep it fresh and exciting Because of this, I had the chances to practice my English and also my restaurant skills that I have learned in the last few years The staffs and my instructors have an abundant amount of experience In addition, with their thoughtful and careful guidance, It took only a short time before I got used to the job and the environment Furthermore, the staffs operate under a discipline manner This influenced me to have professional mindset for the future The restaurant constantly hosted many event and party This means I have to constantly apply the skills and knowledges that I have learned This helped me tremendously in reinforcing all that I have learned 2.4 The disadvantages as well as the causes of the disadvantages when interning at the establishment - Throughout my weeks of practical work time there are disadvantages: o When I first started I did not use to be familiar with the job This led to have a little of an adjusting period For example, waking up at 6:00 AM to prepare so I can prepare to arrive at the hotel before 6:30 AM In addition, the working hour varied greatly whenever there is a party or event coming This combine with my part time job, gave me some difficulties o Because of only having weeks of practical working time I did not master all the restaurant skills For instance, all the procedure in setting up party and events in the restaurant o I also have to mention about the problem that caused by COVID19 Even though, it has been more than a year, pandemic still have a big impact on the amount of guest that come to the hotel 15 Especially, it heavy reduced the number of foreign guests that stay at the HBH1-R Therefore, I did not have much opportunity to use my English o Finally, the hotel was built to accommodate to in-bound customers Therefore, the working and serving culture was heavily Asian, and I did not learn much about the working and serving culture of other continents like: Europe, America, etc 16 2.5 The most memorable memory of my internship 13 The final gathering Throughout my internship, there are memories that stand out For example, the time I helped with the decoration in the restaurant for multiple party a day, or my feeling working at a professional hotel for the first time on my first week However, the most memorial one has to be the final day of my internship At the beginning of the internship, I was nervous and somewhat stress to work at such a prestigious establishment In addition, with weeks of work ahead of me Simply put, I did not know what to expect However, as time went by and as I was getting used to the job, I feel like my time there flew by so quickly I can still remember my first day on the 8th floor for the first time and I was ironing clothes for the staff I had felt such bittersweet feeling in such a long time On the 17th of April, my last day in the HBH1-R, I once again felt nervous and somewhat stress Nervous and stress to say goodbye to the place and the people that I called home for the last weeks However, I had no idea the surprise that awaited us intern on that day They wanted us, the intern, to set up our own goodbye party The final test to put everything that we had learn up to that point Setting up the chair, the cloth, the cover sheet Our instructors even told us to iron our clothes on the 8th floor 17 Needless to say, the 17th of April filled me with so many emotions It solidified my respect for HBH1-R in specific and the restaurant hospitality profession in general For my junior student who are reading this, if you are not sure where to go for your internship I highly recommend Hoa Binh hotel Restaurant for one of kind experience 2.6 What the intern had learned from the internship In all honesty, I learned a lot from my experience at the Hoa Binh hotel : o Even though I have little chance to practice it, my English skill has improved thank to time at the hotel All thanks to the fact my instructor assigned me to serve foreign guests This give me all the chances possible to utilize my English skills o I also gain so much inside knowledge on how to operate in a hospitality establishment From setting up the venue to cleaning up after and party or event, there are a lot of subtle nuances that I would have never known if I did not work at the hotel o I gained such a substantial understanding and respect to the hospitality profession The professionalism that was display by all my coworker and superiors inspired me so much to thrive to work my best if I ever work in the service industry Conclusion and suggestions To summarize my time at the Hoa Binh hotel - Restaurant it is quite an impossible task However, If I have to put it into words, my time there was eye-opening Thanks to the teaching of the teacher in my university I was well prepared to enter this internship without any worry However, after the internship, I realized that what I had learned in class was only a fraction of what the actual job is like After all, text book knowledge can only get you so far Only through my time at the Hoa Binh hotel - Restaurant I know how to apply what I have learned in class 18 One last time, I would like to express my deepest gratitude to board of directors, my instructor, the staff at the Hotel as well as my teachers that had greatly helped me in successfully completing this internship and my report  Some suggestions to Hoa Binh hotel - Restaurant  Regarding to the management of the establishment  The restaurant management team should follow more closely the activities that take place in the restaurant Furthermore, they should host weekly and monthly meeting to find and resolve any problem that they may not know  In addition, in my humble opinion, the restaurant and the hotel should conduct survey of the opinion of the guests that stay at the hotel  The board of directors should invest more in improving and maintaining the hotel’s various facilities In addition, the staff could use more professional training to raise their service standards from great to excellent  Regarding to worker welfare policy  It only fair to say that Hoa Binh hotel would not be as be successful as it is now without its excellent staff Therefore, I would like to suggest beneficial welfare policy for the staff of the hotel that help to motivate the staff For example, the hotel can use the employee of the month system to push some friendly competition between the staff so they never stop bettering themselves In addition, with more consistent pay raise period, it could be every months or annually, this should be based on the employee working performance so that they feel rewarded when they work well  Also, there should be policy that help the staff when they are sick or when they have accident  Lastly, the staff should have more off time on holiday and should receive some bonuses so they can feel appreciated  Regarding to the next year intern  Before entering their internship, they should prepare themselves mentally for the upcoming internship  Prior research into the establishment and the nature of the profession is highly recommended 19 References: - http://hoabinhhotel.vn/ Internship report of the student in class DH10TA 20 Feedback: ………………………………………………………………………………… … ……………………………………………………………………………… …… …………………………………………………………………………… ……… ………………………………………………………………………… ………… ……………………………………………………………………… …………… …………………………………………………………………… ……………… ………………………………………………………………… ………………… ……………………………………………………………… …………………… …………………………………………………………… ……………………… ………………………………………………………… ………………………… ……………………………………………………… …………………………… …………………………………………………… ……………………………… ………………………………………………… ………………………………… ……………………………………………… …………………………………… …………………………………………… ……………………………………… ………………………………………… ………………………………………… ……………………………………… …………………………………………… …………………………………… ……………………………………………… ………………………………… ………………………………………………… ……………………………… …………………………………………………… …………………………… ……………………………………………………… ………………………… ………………………………………………………… ……………………… …………………………………………………………… …………………… ……………………………………………………………… ………………… ………………………………………………………………… ……………… …………………………………………………………………… …………… ……………………………………………………………………… ………… ………………………………………………………………………… ……… …………………………………………………………………………… …… ……………………………………………………………………………… … ………………………………………………………………………………… .………………………………………………………………………………… 21