Specialist skills and knowledge in hospitality industry at hoa binh 1 hotel and restaurant

TABL E OF CONTENTS ACKNOWLEDGEMENT PART A: OBJECTIVES PART B: CONTENTS I DESCRIPTION OF INTERNSHIP COMPANY General information about Hoa Binh Hotel-Restaurant 1.1 Introduction 1.2 General scale and facilities Organizations Work structure: 10 Type of rooms in Hoa Binh Hotel - Restaurant 11 Wedding and Event 12 Food and Beverage 13 II INTERNSHIP ACTIVITIES 15 The process of serving food in Hoa Binh restaurant 15 The room cleaning process is done through the following steps: 16 The process of serving guests at Bar coffee 17 The Experiences as a waitress in restaurant 18 III ADVANTAGES AND DIFFICULTIES 18 Advantages: 18 Difficulties: 18 IV CAUSE OF PROBLEMS AND SOLUTION 19 V LESSONS I GET IN THE INTERNSHIP TIME 19 VI CONCLUSION AND SUGGESTION OF THE INTERNSHIP 19 Conclusion 19 Suggestions 19 2.1 Suggestions for the Internship Company 19 2.2 Suggestions for Foreign Language Department at AGU 20 2.3 Suggestions for Future Interns 20 REFERENCES 21 FEEDBACK 22 INTERNSHIP REPORT 2021 LI ST OF PI CTURES Picture Hoa Binh Hotel Restaurant Picture Reception department in Hoa Binh hotel restaurant Picture The 8th floor in Hoa Binh hotel restaurant Picture Rooms in Hoa Binh hotel restaurant 11 Picture A wedding party in Hoa Binh hotel restaurant 12 Picture A conference party in Hoa Binh hotel restaurant 13 Picture Wedding menu in Hoa Binh hotel restaurant 13 Picture The dining room of the 8th floor 14 Picture Counter in the 8th floor in Hoa Binh restaurant 14 Picture 10 Buffet party in Hoa Binh hotel - restaurant 17 Picture 11 Private dining room in Hoa Binh hotel restaurant 17 NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 ACK NOWL EDGEM ENT Internship is the most memorable time for me because it has recorded many memories and help from my teacher, family and friends I am extremely grateful for the support from my school, the instructors as well as all staffs in Hoa Binh hotel and restaurant so that I can complete the internship and graduation report First of all, I would like to express my gratitude to the Faculty of Foreign Language at An Giang University for giving me the opportunity to experience the practical knowledge related to my major Secondly, I would like to send my deep thanks to my heartfelt teacher, Ms Nguyen Thi Anh Guong, Faculty Foreign Language, An Giang University as my instructor who encourages us when I had difficult problems She shared with me many ideas, comments and support for my theoretical knowledge to complete this internship as well as this report Without her help I would not be able to complete this task very well During the internship, all staffs of Hoa Binh have always cared, guided and trained me enthusiastically and professionally In particular, Mr Nghiem, who assigned and arranged the work so that I could complete my work in a good and effective way as well as have a great deal of knowledge about restaurant and social All staffs in Hoa Binh always considered me as an official employee of Hoa Binh hotel and restaurant Next, I also want to thank to my classmates who has practiced with me They gave me motivation at work and overcoming the difficulties together as well as jointly accomplishing well assigned tasks Without them, I am afraid I could not pass that difficult time Besides, I am deeply grateful to my family in general and my mother in particular for giving me much love Thanks Mom for always caring, encouraging and supporting me in these busy days NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 Finally, although I have tried to check the information as well as the formatting of the documents, there are definitely mistakes that I can not recognize So the contribution of teachers and friends are the most valuable source for me to complete this report I sincerely thank! NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 PART A: OBJECTI VES In addition to the theoretical knowledge, students also need to learn more about the realities of services and operations in the continuous development of hotel and restaurant today Through the reality we reinforce and improve the theories learned at school, we can a good job in the future It also helps us to be more confident and less confused when facing the reality The internship helps us understand more about the theory and familiarize with reality Hoa Binh Hotel - Restaurant constantly innovates the customer service process to meet the essential needs and the growing society This is a place with good internship and quality for students to learn a lot of experience in hospitality industry I expect that I could study many useful skills there such as communication, teamwork and problem solving skills Before that urgent, regular, long-term requirement through my internship at Hoa Binh Hotel Restaurant, I would like to choose the top Binh Hotel My report has six main parts: Description of the internship company ( Hoa Binh hotel-restaurant ) Internship activities Advantages and Difficulties in practiced time Cause of problems and Solution Lessons I get from the internship time Conclusion and Suggestions of the Internship NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 PART B: CONTENTS I DESCRI PTI ON OF I NTERNSHI P COM PANY Gener al infor mation about Hoa Binh Hotel-Restaur ant Picture Hoa Binh Hotel Restaurant Address: No.130, Tran Hung Dao Street, My Binh Ward, Long Xuyen city, An Giang Province Phone: 0766 252 999 or 0766 250 434 Fax: 0766 250 437 Reception department: 0296 6250 440 Sales department: 0296 6250 434 Email: caulacbohoabinh@gmail.com Website: http://hoabinhhotel.vn NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 1.1 I ntroduction 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 Hoa Binh Hotel - Restaurant meets star standard, has affirmed its brand, quality and reputation in the area It was located in the administrative center of Long Xuyen city, An Giang province, on the main traffic road connecting the southwestern provinces and the Kingdom of Cambodia Hoa Binh Restaurant - Hotel with a combination of restaurants, rooms, convention centers, weddings, travel tours, passenger transportation located near shopping mall, night market, pedestrian street, This convenient for customers when in need of shopping, entertainment With the motto of always improving service quality "Please go with satisfied visitors", we would like to ensure you experience luxurious services with enthusiasm, thoughtfulness and conscientiousness Picture Reception department in Hoa Binh hotel NGUYEN THI NGOC MAN restaurant DH18TA INTERNSHIP REPORT 2021 The organizational chart of Hoa Binh hotel - restaurant NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 1.2 General scale and facilities Ground floor: Reception hall for 100 guests, restaurant - wedding reception of 1000 guests Level 1: Conference restaurant - wedding party 300 guests 2nd floor: Private dining room from 10 to 100 guests, health care area: Massage, steambath 3rd to 7th floor: 60 rooms with star standard (accommodating 120 guests) 8th floor: Breakfast, Bar coffee Support services: Travel services, car rental, souvenir sales, featured products, airline tickets, ships, cars Picture The 8th floor in Hoa Binh hotel restaurant Or ganizations I ndustr y: - Restaurant, conference banquet - Scope of work - Short-stay services - Services for drinks NGUYEN THI NGOC MAN DH18TA INTERNSHIP REPORT 2021 - Food service - Hotel business - Retail sale of business products and services - Restaurants and mobile food services - Selling sightseeing tours - Business support services - Entertainment activities - Transport of passengers by road and waterway Staff: - Director: person - Office of administrative organization: people (2 officers, staff) - Sales department: people (1 officer, employees) - Accounting department: people (2 officers, employees) - Technical department: people (1 officer, employees) - Security: people (2 officers, employees) - Hotel department: 19 people (4 officers, 15 employees) Wor k str uctur e: - Morning shift: From 6:00 to 14:00 - Afternoon shift: From 14:00 to 22:00 - Available at night (from 10:00 am to 6:00 pm) NGUYEN THI NGOC MAN DH18TA 10 INTERNSHIP REPORT 2021 Type of r ooms in Hoa Binh Hotel - Restaur ant Standar d r oom 01 room 24m2: 01 double bed (or single beds), bath tub, hot and cold water machine, minibar, 32 inch TV, air conditioning, 02 phones, safe, luxurious wooden interior decoration, location behind the hotel (river view) Suite r oom 01 room 28m2: 01 double bed, shower tub, bath tub, hot and cold water machine, minibar, 32 inch TV, 02 air-conditioning, salon, 02 phones, bookshelf, safe, interior luxury wooden, healthy balance, fruit, mineral water, fresh flowers, hair dryer, massage ticket, hotel front location (city view) Deluxe Room 01 room 28m2: 01 double bed, bath tub, water heater, minibar, 32 inch TV, air conditioner, tea table, 02 phones, safe, luxurious wooden interior decoration, weight balance healthy, fruit, mineral water, fresh flowers, hairdryer, hotel front location (city view) Super ior r oom 01 room 24m2: 01 double bed (or single beds), bath tub, hot and cold water machine, minibar, 32 inch TV, air conditioner, 02 phones, safe, luxurious wooden interior decoration, left plants, mineral water, fresh flowers, hairdryer, hotel front location (city view) Picture Rooms in Hoa Binh hotel restaurant NGUYEN THI NGOC MAN DH18TA 11 INTERNSHIP REPORT 2021 Type of r oom The r ate of r oom Suite r oom 2.950.000 VND Deluxe r oom 2.300.000 VND Super ior r oom 1.500.000 VND Standar d r oom 1.200.000 VND Wedding and Event Hoa Binh hotel restaurant is the perfect place to host great events such as conferences, seminars, exhibitions, weddings and banquets from 100 to 700 guests with varied and plentiful requirements Combined areas of the hotel can accommodate over 1200 guests on a party so it can meet large parties or to parties at once The design and luxurious decoration with modern equipment and professional staff will help you succeed in your event of great importance Picture A wedding party in Hoa Binh hotel restaurant NGUYEN THI NGOC MAN DH18TA 12 INTERNSHIP REPORT 2021 Picture A conference party in Hoa Binh hotel Picture Wedding menu in Hoa Binh hotel restaurant restaurant Food and Bever age Bar coffee in the 8th floor is a good place to meet partners for discussing work because of comfort and convenient Bar coffee offers the following services: NGUYEN THI NGOC MAN DH18TA 13 INTERNSHIP REPORT 2021 Morning: serving breakfast, refreshments Afternoon: serving office lunch Evening: serving refreshments, pastries and snacks Breakfast menu has a lot of popular food and beverage in Viet Nam like white or yellow noodles soup with pork, omelet and bread, steamed pork and bread, steamed rice and grilled pork, especially Pho There are coffee (hot and cold), fruit juice, coconut, soft drinks, ice-creams Bar coffee has also a dining room with air-conditioned creating for people feel comfortable when they have a meal in restaurant Picture The dining room of the 8th floor Picture Counter in the 8th floor in Hoa Binh restaurant NGUYEN THI NGOC MAN DH18TA 14 INTERNSHIP REPORT 2021 I I I NTERNSHI P ACTI VI TI ES I look forward to working as a professional waitress at the hospitality industry to satisfy the dining needs of customers so I chose the international star restaurant Hoa Binh hotel and restaurant to complete the internship After this period, I would like to expand my knowledge and get much experiences so that I could apply into real life After two months of work, I always got the attentions of the staffs in Hoa Binh hotel restaurant I was assigned to work at bar coffee and some Wedding parties T he pr ocess of ser vi ng f ood i n H oa Bi nh r est aur ant Stage 1: Book a table and pr epar e - Receive your request to reserve a table - The staff in charge accepts the customer's request for reservation - Check restaurant responsiveness and re-inform guests with booking confirmation - In case yes, take note of guest information such as name, contact phone number, arrival time, number of tables / people, number of dishes, special requirements (if any) - Save in a book or on software, and notify management and relevant departments known Stage 2: Pr epar e befor e ser vice time - Clean the service area - Setup dining table according to restaurant standards - Prepare more tools for catering during the shift to supplement when needed - Double check the preparation to be ready to welcome and serve guests, like the whole area is clean, the tables are set up correctly, the rows of tables and chairs are in line, tools - Check the operation status of the equipment to serve guests - Contact the kitchen and bar for new dishes, special dishes, and discontinued dishes to serve customers better - Check the reservation list and all technical facilities of the restaurant before arrival time NGUYEN THI NGOC MAN DH18TA 15 INTERNSHIP REPORT 2021 Stage 3: Take car e of guests thr oughout the meal - Staff should choose a suitable standing position in order to ensure both observing the arrival of new guests and recognizing that guests who are eating meals have additional requests to promptly serve and respond - Need to ensure an upright posture, smiling face, natural and polite Absolutely not private work, not leave position or talk while serving guests Stage 4: Payment, seeing off guests and cleaning up - The employee needs to know when the customer is about to call to pay to tell the cashier to prepare the bill - When guests request payment, the staff immediately brings the invoice to the guest - Receiving money from guests - check the money in front of the guest with the notice of the amount received and then bring the money and invoice to the cashier - Receive excess money back from the cashier, check excess money and bring back the customer with the bill - Thank you and see you off - The staff reminds guests to check if they have forgotten anything Thank you for having a meal at the restaurant - Guests leave in satisfaction at the highest level and see you next time - Tidy up and reinstall the dining table - Staffs carry out the cleaning of the guest table, sorting of trash and tools in the right place - Setup new dining table according to restaurant standards, ready to welcome new customers T he r oom cl eani ng pr ocess i s done t hr ough t he f ol l owi ng st eps: Step 1: Meeting at the beginning of the shift to deploy the work to be done and comments from the staff every morning before starting work Step 2: View reports on room availability (guests are still staying or guests have checked out) Step 3: Prepare a trolley (trolley) containing room tools (towels, blankets, brushes, shampoo, etc.) and room making tools (towels, vacuum cleaner, ) and push the car arrives in front of the room door NGUYEN THI NGOC MAN DH18TA 16 INTERNSHIP REPORT 2021 T he pr ocess of ser vi ng guest s at Bar cof f ee Bar coffee is considered one of the essential areas of Hoa Binh hotel restaurant because it brings a great source of income for the restaurant It opens all days from Monday to Sunday One good thing at the restaurant is that if guests stay at the hotel, they will have free buffet in the morning Because there is a buffet available, my friend and I have separate areas for internship I usually stand at areas for breakfast When a customer comes to restaurant, the first thing, I greet them and wait for them to choose a seating position Then, I will order the food and drink they chose Next, I will bring iced tea for them to use first while they waiting for their meal After they have finished their meal, they will request payment I will go back to the counter to get the bill and give it to the guests After the guests leave, I have to clean the table to be ready to serve the next guests Picture 10 Buffet party in Hoa Binh hotel - restaurant Picture 11 Private dining room in Hoa Binh hotel NGUYEN THI NGOC MAN restaurant DH18TA 17 INTERNSHIP REPORT 2021 I also occasionally serve guests in private dining rooms The restaurant has about private dining rooms In my opinion, serving guests in private dining rooms will be less hard I just need to put ice in glass and serve up the food When the guests are finished eating, I just need to clean up T he Exper i ences as a wai t r ess i n r est aur ant After finishing works at Bar Coffee I was also asked to spend four hours to work in block A and B of Hoa Binh hotel restaurant as a banquet staff Firstly, I prepared chopsticks, spoons, bowls, glasses and plates from washing house After that, I set up the table with style given by manager Finally, I had to check again to make sure that it had everything on table When there was wedding party, I had to put ice and serve up the food for the guests Although sometimes I was tired, I also felt happy when having chance to work with friendly staffs of the restaurant I I I ADVANTAGES AND DI FFI CUL TI ES A dvant ages: First of all, this is a place with professional and disciplined working environments Therefore, I was trained and learned a lot of valuable experiences Second, Hoa Binh hotel restaurant always creates the best conditions for employees All employees can have food with 17,000 VND Every morning a person will have a free cup of coffee including the interns Next, I was really lucky when getting attentions and helps from the staff in the restaurant They always supported me when I was depressed and exhausted They gave me the most sincere advices Finally, I have been working here a few times, so I did not have any surprise on the first day of internship time I felt more confident than other friends Di f f i cul t i es: Besides the advantages, I also encountered many difficulties during the internship Firstly, the biggest problem for me was the opportunity to communicate with foreigners The main customers of the restaurant were local people so it was very difficult for students of foreign language Therefore, my specialized skills were less developed However, sometimes the restaurant also welcomed a few groups of foreign guests and I was honored to be assigned to serve them I encountered a problem with the names of dishes I could not remember the names of dishes and their ingredients so I could not explain clear ly to the guests Secondly, during the internship the restaurant manager assigned me only one task is to serve That is the reason why I had not been tested with professional reception and chambers NGUYEN THI NGOC MAN DH18TA 18 INTERNSHIP REPORT 2021 I V CAUSE OF PROBL EM S AND SOL UTI ON I think the main cause for my problem was not having a lot of time to practice in restaurant Moreover, I have not been trained and learned about in-depth knowledge of the restaurant field, so when I apply it in practice I was still surprised The best solution for me is to improve and learn more relevant knowledge and have the opportunity to practice more about this job V L ESSONS I GET I N THE I NTERNSHI P TI M E After finishing my internship at Hoa Binh hotel restaurant, I realized that I became more and more mature, I knew how to arrange my time properly Before coming to the internship, I was very worried because I did not know what I would at the internship However, I did works given very good at the restaurant I had the opportunity to communicate and work with a team of professional staff at a stars restaurant Besides, I already know how to set up a wedding table, how to work in groups, how to solve difficult problems VI CONCL USI ON AND SUGGESTI ON OF THE I NTERNSHI P Concl usi on In my mind, internship was the most arduous and daunting process of because the internship was really interesting It brought me many unforgettable memories Moreover, it was the most precious time thus I was acquainted and made friends with many colleagues in the restaurant The eight weeks of internship is not too short nor too long but it was enough to stick with my work and draw many strengths and weaknesses Internship is the first step for me to find a suitable job in the future Suggest i ons 2.1 Suggestions for the I nternship Company It is necessary to have many training sessions to improve professional skills for employees to improve skills Strengthening foreign language skills for employees with afterhours courses, communication with neighboring businesses Hoa Binh hotel restaurant should train staff to handle some dirty situations to ensure the quality of customer service NGUYEN THI NGOC MAN DH18TA 19 INTERNSHIP REPORT 2021 There should be a regime for the efficient and enthusiastic employees, especially those who work for a long time in the enterprise Disciplinary warning to employees who have not completed their duties well 2.2 Suggestions for Foreign Language Department at AGU Students should be organized for more practical internship to have direct exposure to real work and get more experiences Where to limit employment for students to enhance the prestige of the school and help students have a stable job We should have internship after completing the second semester at final year of studying instead of practicing in this semester In my opinion, if we practice at the same time to our syllabus, that will make us confused and unprepared to face reality 2.3 Suggestions for Future I nterns If you want to communicate or meet foreigners, you should choose a hotel restaurant near the resort or the city center If you really have passion and love this industry, you should prepare for yourself the knowledge and skills needed such as problem solving skills, teamwork skills, public speaking skills and time management skills Next, I have sincere advice for you If you not love this job, you should not choose it, because you can give up early or you are not able to complete the task assigned NGUYEN THI NGOC MAN DH18TA 20 INTERNSHIP REPORT 2021 REFERENCES Hoa Binh An Giang Hotel and Restaurant Form http://www.hoabinhangiang.com.vn/ An Giang Tourism (26-05-2017) Hoa Binh An Giang Hotel and Restaurant http://angiangtourism.vn/en/nha-hang-khach-san-hoa-binh-an-giang/ http://hoabinhhotel.vn NGUYEN THI NGOC MAN DH18TA 21 INTERNSHIP REPORT 2021 FEEDBACK NGUYEN THI NGOC MAN DH18TA 22