Specialist skills and knowledge in hospitability industry at victoria nui sam lodge

Instructor- Mrs Truong Thi Thanh Nga Internship Report ACK NOWL EDGEM ENT To complete this internship report, first of all, I would like to thank the teachers, the Faculty of Foreign Languages of An Giang University, for creating conditions for students to experience the practice directly in 60 days Like the knowledge that teachers and teachers impart is the foundation to help students easily catch up with reality In particular, I would like to send to Ms Truong Thi Thanh Nga - who wholeheartedly guided and helped me complete this practice report, my deepest thank I would like to sincerely thank the help of Victoria Nui Sam Logde Enterprise and all staff at the company for facilitating and enthusiastically guiding me to learn, provide data and documents for to me in the process, the internship and thematic process During the past internship, I not only received useful knowledge in terms of expertise but also in other fields These valuable experiences not only help me complete well the report, but also accompany me throughout the time I study and work in the future Due to my limited knowledge and experience, my report has many shortcomings; we hope to appreciate the teachers' evaluation and suggestions Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report ABSTRACT In fact, the tourism industry has been bringing "huge" benefits to many countries around the world in general and Vietnam in particular Today, tourism is not only profitable for the travel business or creating more jobs that attract many workers, but tourism is also a key economic sector of the country The development of the tourism industry leads to equally developed tourism services, to catch up with the needs of tourists, including accommodation and catering services With regard to Vietnamese tourism, it is impossible not to mention the Victoria tourism village in general, especially Victoria Nui Sam Logde It is popular with many domestic and foreign tourists because this place is a resort paradise that brings special emotions to visitors when they are experienced part of their life at Victoria Nui Sam Lodge Thanks to the school's facilitation, after two months of internship at Victoria Nui Sam Lodge, we also understand the nature of the job as well as the essentials of a service industry With these experiences here, we also have a better understanding of the profession that we are studying and what we need to equip ourselves for our future work In addition, this is also an opportunity for us to know how important the relationship between the department such as: the room services, the reception, the restaurant and the kitchen are in the business Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report ACKNOWLEDGEMENT Er r or ! Bookmar k not defined I THE MAIN CONTENT Er r or ! Bookmar k not defined ABSTRACT LIST OF PICTURES AND CHARTS PART A VICTORIA NUI SAM LODGE OVERVIEW 2.1 VICTORIA NUI SAM LODGE INTRODUCTION INTERNSHIP ACTIVITIES 15 3.1 KITCHEN 15 3.2 HOUSEKEEPING 17 3.3 RECEPTIONIST 19 3.4 RESTAURANT 23 ASSESS THE ADVANTAGES AND DISADVANTAGES DURING THE INTERNSHIP AT VICTORIA NUI SAM LODGE 26 4.1 ADVANTAGES 26 4.2 DISADVANTAGES 26 THE REASON OF DISADVANTAGES AND SOLUTION 27 THE THINGS I HAVE LEARNED PRACTICING TIME 27 II CONCLUSION 28 PETITION FOR VICTORIA NUI SAM LODGE 28 PETITION FOR FACULTY OF EDUCATION 29 References 30 Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report L I ST OF PI CTURES AND CHARTS PICTURE 1: Victoria Nui Sam Lodge overview PICTURE 2: Victoria Nui Sam Lodge logo PICTURE 3: Organization chart PICTURE 4: Superior Room PICTURE 5: Family Room PICTURE 6: Deluxe Room PICTURE 7: Price list PICTURE 8: Victoria Nui Sam Lodge PICTURE 9: Decorate towels and bed PICTURE 10: Reception PICTURE 11: Victoria Swimming Pool PICTURE 12: La Giang Restaurant PICTURE 13: Asian dining table PICTURE 14: Bar Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report PART A VI CTORI A NUI SAM L ODGE OVERVI EW 2.1 VI CTORI A NUI SAM L ODGE I NTRODUCTI ON Victoria Nui Sam Lodge Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 2.1.1 Time, I nstr uctor pr actice - Tine to work: Kitchen Housekeeping Receptionist Restaurant Morning Morning Morning Morning (6am-14pm) (7am-15pm) (6am-14pm) (5.50am-14pm) Evening Afternoon Afternoon (14pm-22pm) (8.30am-16.30pm) (8am-16pm) Evening Evening (14pm-22pm) (14pm-22pm) - Internship period: February 22, 2021 to April 18, 2021 - At the internship unit: Victoria Nui Sam Lodge - Internship Department: Housekeeping, Receptionist, Restaurant and Kitchen - Instructors: Ms Truong Thi Thanh Nga - Instructors at the internship unit: Ms Lam Ngoc Tinh - Name of the intern: Victoria Nui Sam Lodge Hotel - Address: Vinh Dong 1, Nui Sam ward, Chau Doc city, An Giang province - Website: www.victoriahotel.asia - Phone: +84 296 3575 888 - Email: resa.nuisam@victoriahotels.asia Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Logo: - About the hotel: Victoria Nui Sam Lodge is an international 3-star hotel The hotel is one of seven hotels in the Victoria hotel chain in Vietnam and Laos of Thien Minh Group The hotel is a wonderful forest resort with cool breezes and natural fresh air bringing lightness and sophistication That is what has created a highlight in the hearts of customers when they ever coming here Victoria Nui Sam Lodge enjoys an exceptional view over the paddy fields, all the way to Cambodia It is the perfect starting point Victoria Nui Sam Lodge features 40 comfortable rooms designed with terracotta tiled floors, stylish furniture, original decorate fabrics and artifact that give a feeling of well- being; including 22 Victoria Superior Rooms, 10 Victoria Deluxe and Victoria Family Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report Victoria has a mission to satisfy customers' needs, constantly providing customers with the best quality services through always listening to feedback from customers To achieve that goal well, Victoria owns a team of professional staff, dedicated to customers -Time to set up Victoria Nui Sam Lodge: May 1999 is the starting out constructing of Victoria Nui Sam Hotel close to Vietnam Cambodia border and grand opening Victoria Nui Sam on October 2013 Background in Victoria Nui Sam Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report Victoria Nui Sam Lodge Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Making pizza (seafood pizza, sausage, tomato) - Bake bread following customer requirements - Cut and arrange fruits to serve buffet: After receiving information from the reception about the number of guests staying in the hotel, go to the cold storage to get fruits of five types (watermelon, dragon fruit, guava, pineapple and passion fruit) cut to suit the number of guests staying at the hotel - Count the leftover cakes after the breakfast buffet and record in the book 3.1.2 Salad room work - Process some salads, spring rolls - Washing all kinds of food, put in cold storage - Cleaning of the cold kitchen should always b e clean to ensure food hygiene and safety - Buffet preparing: bring spices, main courses, desserts and cakes, sauces and put on the table in the order, in the correct position with the names of the dishes on the tray Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 3.2 HOUSEK EEPI NG 3.2.1 Room service process Decorate towels and bed Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Prepare to welcome guests: The office worker on shift takes the job assignment from the head of the department After receiving the assignment, they will prepare tools and tools for making chamber (sheets, pillow covers, blanket covers, brooms and floor cleaning equipment) and additional items such as soap, shampoo Toothbrush, toothpaste, comb and cotton swab Then, I proceed to clean the room -Pick up guests, hand over the room: Upon receiving notification from the reception about arrival, the cabin staff checks the room again to ensure the room has met the sanitary standards in the hotel If everything is ready, the staff presses the booth to let guests check in The cabin staff is responsible for serving guests during their stay - When the guest leaves: Upon receiving notification from the receptionist about checking-out, the chamber staff proceeds to check the room Check that the equipment in the room is damaged and complete, to see if the items are used for an extra fee and if the guests have left anything After finishing the inspection, the booth staff immediately notified the receptionist After check-out, the room staff proceeds to check-in according to the hotel's regulations to be ready to welcome new guests 3.2.2 The chamber cleaning process - Turn off electrical appliances, open windows and open curtains when entering the room - For the check-out guest room, it is necessary to check if the guest has forgotten anything - Change bed sheets - Clean room garbage, dust, vacuuming on the floor and objects, equipment such as windows and furniture Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Clean the minibar; inspect and fully supplement the number of beverages to serve customers such as mineral water, coca, 333 beer or tiger beer; Check the quantity, check the date of the drinks in the minibar is in accordance with the regulations of the hotel restaurant 3.3 RECEPTI ONI ST Reception Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 3.3.1 The check in and check out process - Check in process: + Welcome guests, invite guests to use mineral water + Receive customer requests + For guests who have had a reservation, it is necessary to ask for the name of the guest and to find the file through the reservation list; redefine information with customers about name, room type, room number and attached services + Registration procedures: politely ask guests to provide identification documents, fill in the necessary information following the registration form of the hotel, give guests to redefine and ask guests to sign the registration form + Confirm payment method with customers; pay by cash, credit card or voucher + Hand over the room key to the guest + Introduce services and announce the rules of the hotel; introduce services such as dining, swimming pools and other services + The bellman staff (the person in charge of luggage in the hotel) takes guests to the room + Complete the profile and update customer information on the computer - Check out process: + Welcome customers and receive requests from customers + When guests request to check out, the receptionist needs to ask the guest room number to check information on the system At the same time, the counter staff will check the room status, to see if guests are using a minibar (a tool similar to a small refrigerator to preserve and cool drinks) of the hotel + After receiving the information from the room, the receptionist should reconfirm the information with the guest about additional services (if any) Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report + Print invoices and give them to customers to check + Reconfirm payment method, proceed for guests paying + Get the room key back Finally, update the room status to the system 3.3.2 Find out how to recommend services in the hotel upon check-in When customers complete check-in procedures, the receptionist is responsible for introducing services in the hotel according to a common pattern; they can have buffet breakfast at the restaurant from 7am -10am, dinner from 18h-22h and last order received at 9: 30 The swimming pool operates from 7:00 am to 7:00 pm If guests have any questions or problems while staying in the hotel, press 400 to call the reception We will help guests to solve any questions or problems Swimming Pool Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 3.3.3 Learn how to prepare folio Before the customers arrive, I need to prepare a folio (customer tracking profile) that includes a booking ticket (information about the customer's reservation) with complete customer information Room number and room keys are set 3.3.4 Learn how to answer the phone - How to answer the phone: When guests call the hotel, the receptionist will pick up the phone and answer within three rings Welcoming guests all the time of the day (Good morning / Good afternoon / good evening) Introduce the help you? '' - How to transfer phones to other parts according to customer requirements: press transfer + number already installed in the hotel system fo r each department + Chamber parts (transfer 503) + Reception department (transfer 400) 3.3.5 Learn how to use the software of the hotel system I am guided to use the software of the hotel system to declare temporary stay for guests, report books; how to enter the necessary information of guests such as guest name, nationality, passport number for foreign guests, identity card number for Vietnamese guests and number of days of stay Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 3.4 RESTAURANT Restaurant 3.4.1 Jobs at the beginning of the shift - Clean eating utensils such as dishes, plates, forks and cups to ensure the restaurant's cleanliness following the restaurant's standards to serve customers - Arrange napkins, paper towels 3.4.2 Breakfast buffet is served - Set the buffet table, place eating utensils such as cups, plates, spoons, cups, and napkins in the right positions - Place the nameplate of each dish in front of the food trays for accuracy - Extensive observation to assist customers when needed Actively welcoming guests and actively guiding guests to the table - Observe the food trays, eating utensils to promptly report the additional Kitchen department Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - Clean up used dishes, utensils - When the breakfast buffet ends, remove the dirty tools left on the table and on the tray - Make a set-up lunch table for customers to book in advance 3.4.3 Learn how to order an Asian dining table - The main dish lining the dish is placed in the center; the edge of the dish is cm from the table - Place the cup on the saucer - Hold the chopsticks placed horizontally, on the right side of the dish lining - Chopsticks are put on the chopsticks guard - Keep the spoon on the right side of the chopsticks - The dot cup is placed above the spoon guard - Glass of water, red wine, white wine placed cm above the top of the chopsticks - The vase, salt and pepper are placed in the center of the table Asian dining table Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report 3.4.4 L ear n how to use the glass with cer tain types of alcohol - Flute: used to serve sparkling wine like champagne, sparkling - Martini: used to serve strong cocktails - Rocks: used to serve spirits - White wine glass: used to serve white wine - Red wine glass: used to serve red wine Bar Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report THE ADVANTAGES AND DI SADVANTAGES DURI NG THE I NTERNSHI P AT VI CTORI A NUI SAM L ODGE 4.1 ADVANTAGES - I have had the opportunity to work in a professional environment In addition, because my major is in English, I have many advantages in communicating with foreign guests - The employees with a high sense of responsibility at work always support each other at work, everyone is always happy and help each other when having difficult problems - Equipment of the hotel in the working process is fully equipped and easy to use - Assist staff is always in grasping information, room status quickly 4.2 DI SADVANTAGES Besides those advantages, I also encountered many limitations during the practice At first, I couldn't adapt to a work environment that included punctuality, strict rules and workload - I lack problem-solving skills, so I came across some embarrassing situations For example, a guest booking a deluxe room upon check-in again wants to change to a Family room However, at that time I ran out of room because at the weekend, I didn't know how to solve the problem, so I felt awkward - The workload at weekend is a lot, so I am very tired and stressed - Most of the staff are untrained workers in schools and classes and are working in different branches, so some room making procedures still face many limitations, causing some difficulties in training at hotels, taking a lot of time, effort but leading to poor efficiency Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report - The terrain of the hotel has many steep slopes, so it takes a long time for staff to move - Due to the low number of foreign visitors coming to the hotel, I not have many opportunities to practice and improve my Englishspeaking skills 5.THE REASON OF DI SADVANTAGES AND SOL UTI ON The main cause of these limitations is lack of experience as this is my first exposure to practical work Furthermore, I also lack professional knowledge about the hospitality industry, so it is difficult for me to deal with the unexpected situations that I face To overcome these disadvantages, I need more time to work in a real environment I need to improve my professional knowledge of the hospitality industry before I practice Furthermore, communication skills and problem-solving skills are two of the most important soft skills that I need to develop for my future job, especially in the hospitality industry 6.THE THI NGS I HAVE L EARNED PRACTI CI NG TI M E After eight weeks of internship at Victoria Nui Sam Lodge Hotel, in addition to learning professional knowledge, I am also improved, added more non-professional knowledge, and improved some soft skills like communication skills, time management skills, teamwork skills and learning how to get along with people Moreover, during the internship, I have the opportunity to connect more new relationships and unite with my friends through exchanging and helping each other I think it was a valuable experience for me after graduation In particular, my English skills have improved Victoria Nui Sam Lodge is a good place for me to improve my English Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report II CONCL USI ON The end of my internship at Victoria Nui Sam Lodge helped me somewhat better visualize the profession that I am studying To complete the internship job as well as the hotel restaurant job after graduation In addition, learning theory must go with practice, constantly practice foreign languages I must promote proactive, serious and sense of responsibility at work, consider yourself a part of the hotel, well the assigned job even the smallest Thereby, I understand more about the close relationship of the four departments in the hotel receptionist; housekeeping; restaurant and kitchen, the more closely and smoothly all these four departments cooperate, the more active the hotel will operate well; provide accurate information to serve customers quickly, fix mistakes quickly, and then bring efficiency to the business Employees be agile, creative, always have new ideas to refresh themselves, renew jobs, new products and services to satisfy customers In addition to good expertise, skills as well as foreign languages, attitude is an indispensable factor contributing to success at work PETI TI ON FOR VI CTORI A NUI SAM LODGE The hotel can upgrade its equipment to make customers feel that they are served by staff more professional Create conditions for AGU students to work part-time at the hotel That will help the hotel have more human resources Bedroom support for employees away from home or students doing their internship Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report PETI TI ON FOR FACULTY OF FOREI GN LANGUAGE With the desire to improve the quality of the internship as well as meet the desired conditions for students to practice in the following years, I would like to send some send personal comments to the Faculty of Foreign Language in particular and An Giang university in general The school should create conditions for students to participate in seminars to improve communication skills and problem-solving skills After graduating, they many apply for suitable positions of companies Vo Thi Huy Tuu Page Instructor- Mrs Truong Thi Thanh Nga Internship Report Refer ences www.victoriahotel.asia Reports of students from Faculty Language Vo Thi Huy Tuu Page