(Tiểu luận) staff quality after covid 19 at citron restaurant intercontinental danang sun peninsula resort

Trang 1 TRƯỜNG ĐẠI HỌC NGOẠI THƯƠNGKHOA QUẢN TRỊ KINH DOANH---***---INTERNSHIP REPORTSTAFF QUALITY AFTER COVID-19 AT CITRON RESTAURANT INTERCONTINENTAL DANANG SUN PENINSULA RESORT Studen

TRƯỜNG ĐẠI HỌC NGOẠI THƯƠNG

KHOA QUẢN TRỊ KINH DOANH

-*** -INTERNSHIP REPORT

STAFF QUALITY AFTER COVID-19 AT CITRON RESTAURANT INTERCONTINENTAL DANANG SUN PENINSULA RESORT

Student’s name: Nguyen Thanh Thanh Chuc Student ID: 2012920007

Instructor: MBA Nguyen Thi Thu Trang

Danang, August 31 2022 st

Table of Contents

List of Figures ii

List of Tables ii

INTRODUCTION 1

CHAPTER 1: OVERVIEW 2

1.1 Overview of the hospitality industry 2

1.2 Overview of the resort 4

1.2.1 Establishment and development 4

1.2.2 Structure, and function of department 5

1.2.3 Operating results in recent years 6

1.2.4 Analysis of the business environment 9

1.2.5 Internship department 10

CHAPTER 2: CURRENT SITUATION OF STAFF QUALITY AFTER COVID-19 12

2.1 Current situation of staff quality after Covid-19 at Citron Restaurant 12

2.2 Evaluation 12

2.2.1 Achievements 12

2.2.2 Problems with the staff quality 13

CHAPTER 3: SOLUTION 16

3.1.Developmental direction of the department and the internship unit in the coming time 16

3.2 Propose solutions and recommendations to solve the problems 16

CONCLUSION 17

REFERENCES i

SELF-REFLECTION ON THE INTERNSHIP ii

List of Figu

Figure 1.1 Number of tourist accommodations and rooms, 2015-2019 3

Figure 1.2 Growth of average room rate in luxury hotels in Vietnam 2017-2018 3

Figure 1.3.InterContinental Danang Sun Peninsula Resort 4

Figure 1.4 World Travel Award Winner 2022 7

Figure 1.5 IHG Celebrate Service week at InterContinental Danang Sun Peninsula………

8 Figure 2.1.Dirty dish served on Buffet station……… 13

Figure 2.2 Broken dishes continually……… 13

Figure 2.3 Unorganized station………

13 Figure 2.4 Napkins do not be folded as standard……….14

Figure 2.5 Plate setting not followed as standard………14

List of Tables YTable 1.1 Number of 4-5 star tourist accommodations, 2018-2019 3

Table 1.2 Top 5 nationality in-house guests on September 2nd 6

Table 1.3 Actual 7 Days Forecast in the third week of August 6

The rapid spread of the coronavirus pandemic in 2020 and 2021 has causedsignificant damage to several industries, among which, hospitality is likely to beone of the hardest hit Many hotels, resorts, and restaurants had to be closedtemporarily or permanently, leading to a sharp drop in hotel occupancies and then avariety of unemployed staff It pushed them to change their jobs in some otherindustries to earn a living Studies have found that once hospitality workers werelaid off due to the outbreak of Covid in the last 2 years, most are not willing to work

in the industry again Therefore, when Vietnamese hospitality is beginning torebound, the labor shortage is the top concern for the manager line to deal with,especially the high-end hotels and resorts

During my three-month internship as a Supervisor Trainee at Citron, an all-daydining restaurant in Intercontinental Danang Sun Peninsula, I see this problem veryclearly Hence, I decided to invest more time into finding reasons, as well assolutions for staff quality management at Citron, and pick it as the topic for myinternship report: “Staff quality after COVID-19 at Citron restaurantInterContinental Danang Sun Peninsula Resort”

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CHAPTER 1: OVERVIEW

1.1 Overview of the hospitality industry

The hospitality industry is a large subsection within the service industry and iscomprised of four main areas: Food & beverage, travel & tourism, lodging, andrecreation (EHL Insights.2022) After the 2008 recession, this industry has beenconsistently growing, with over 700000 properties around the world andcontributing over $3.41 trillion to the global economy (accounting for 10% of theworld’s GDP) According to the World Bank, global hospitality has grown at a pace

of more than three percent per year up until the global pandemic hit in 2020 In

2019, the global hotel industry was worth USD 570 billion Due to pent-up demandduring the beginning of the pandemic, there was an acceleration of the industry in

2021 of 5.5 percent growth, however, it is set to decelerate to 4.1 percent in 2022and 3.2 percent in 2023, arriving back at pre-pandemic levels

With the rising travel demand especially after Covid-19, the industry is continuing

to grow rapidly, meaning that more staff are needed Based on the researchconducted by Ecole Hoteliere De Lausanne (EHL, Swiss), the hospitality industrytakes up one out of every ten employment opportunities Before Covid-19 hit,around 173 million people were employed in the hotel industry and around 30million staff are required during the peak seasons After the pandemic, the number

of people earning their living in the sector to a stunning 330 million in 2022, just1% below pre-pandemic levels and 21.5% up in 2022 This number means thatmore work in the industry is going to be created, helping a lot in reducing theunemployment rate

As can be seen, the hospitality industry in Vietnam has been performing particularlywell with significant movement in terms of both occupancy and revenue per room.Vietnam is recording an average room rate that has increased with 21% quarter-over-quarter growth and 41 % year-over-year pre-pandemic The annual occupancyrate of luxury hotels is increasing and is forecasted to increase in the future as well.The region has more than 150 luxury hotel properties that are set to be open in

2020 In the major tourist destination cities, Ho Chi Minh City and Hanoi, the

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operation of most hotels remains the same (at most capacity and occupancy), whilethe new destinations such as Da Nang and Phu Quoc are a trend for traveling inVietnam, becoming the potential places for investment.

Figure 1.1 Number of tourist accommodations and rooms, 2015-2019

Source: Ministry of Culture Sports and Tourism

Table 1.1 Number of 4-5 star tourist accommodations, 2018-2019

Source: Ministry of Culture Sports and Tourism

Figure 1.2 Growth of average room rate in luxury hotels in Vietnam 2017-20183

business 98% (42)

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Pauline cullen the key

to ielts writing task 2International

business 100% (16)

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Source: Mordor Intelligence

The increasingly large number of tourists visiting Vietnam for the past decade hasled to an expansion of hotel chains (national and international brands) in numbersand keeping up their quality standards becomes a challenge However, thanks to theservice, since the first day operated, IHG, Accor, Marriott, Hyatt,.etc are still themost famous hotel brand in Vietnam

1.2 Overview of the resort

1.2.1 Establishment and development

Figure 1.3.InterContinental Danang Sun Peninsula Resort

As mentioned above, IHG (standing for InterContinental Hotels Group) is one ofthe most favorable international hotel brands in Vietnam This is a Britishmultinational hotel brand headquartered in Denham, UK They are having 16properties in Vietnam Each of them is very unique and impresses the guests withtheir exclusive services However, the most prominent one had to be mentioned isInterContinental Danang Sun Peninsula Resort

The temple-inspired InterContinental Danang Sun Peninsula Resort was designed

by celebrated architect Bill Bensley to blend into its dramatic mountainous setting

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Báo cáo thực tập giữa khóa - sv Nguyễn Min…International

business 100% (15)

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He spent two years residing on the property and his dedication is evident Eachroom and the whole resort are filled with a riot of textures, colors, and artifacts.Throughout the property, the guests will find a wealth of French and Vietnamese-inspired furniture, craft, and original artwork of monkeys to surprise and delight.This property was opened in 2012 on 39 hectares of the preserved mountainside inthe Son Tra Peninsula with a total of 201 rooms, including 16 penthouses & villaslying on 4 different levels: Heaven, Sky, Earth, and Sea And especially, the guestswill go to each level by buggy or cable car called Nam Tram which cuts through theresorts and is staffed with an attendant 24 hours a day

InterContinental Danang Sun Peninsula has everything that the guests need withattentive staff who always be friendly, smiley, and remember every single detailabout the guests “Xin Chao” is the word frequently used in the resort It is not only

a phrase for welcoming/greeting the guests, and colleagues but it is also a way forthe InterContinental Danang Sun Peninsula Resort to send a beautiful messageabout Vietnamese to all the guests

2022 is the year to celebrate InterContinental Danang turning 10 New facilities set

to launch this year include a collection of four-bedroom villas, a vastly enlargedfamily swimming pool and kids’ pool, an updated spa, an indoor-outdoor fitnesscenter, two new restaurants, a new reception area, fresh retail opportunities, and anew, expanded Club InterContinental Lounge A dedicated Discovery Center willalso invite guests to learn more about the environment of the Son Tra Peninsula

A series of guest experiences will also be introduced, including the Nam TramDining Journey (a culinary adventure onboard the resort’s funicular railway) andwellness experience at the spa All of these are scheduled to be completed by thefourth quarter of 2022

1.2.2 Structure, and function of department

Highest position of Food & Beverage Department is Director of F&B He/She willlead and direct food and beverage operations, ensuring quality service and standardsare maintained to deliver a memorable guest experience Always followinggovernment regulations concerning health, safety or other requirements

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Below this position is F&B Service Executive then F&B Reservation Agent F&BService Executive takes the responsible for coordinating every single F&Bactivities This position also requires a good knowledge of food and beverage tomaximize guests’ satisfaction and assists the director of F&B with the paper work.F&B Reservation Agent will receive guest’s reservations then delivering them to therelated restaurants.

In each of the restaurant (Citron, La Maison 1888, Barefoot and Long Bar)will haveone manager, one assistant manager, supervisor, captain, hostess, bartender andwaiter

The managers will manage all F&B and day-to-day operations withinbudgeted guidelines and to the highest standards, establish the KPI, target,schedule, policies and lead their team to ensure that they achieve all of that.Moreover, they will make forecast to better deal with any problems Theassistant and supervisor will assist the manager on those tasks

Hostess will be responsible for checking guests’ information and escortingguests when coming to the restaurants Besides that, they will make paymentfor the guests and do the billing at the end of the day

Bartender as the name will take responsibility of making drink and serving tothe guests

Waiter will be the one who contacts and takes care of guests directly.Therefore, he/she needs to have good knowledge of products in order toassist the guest

La Maison 1888 has a position named Head Sommelier who has a wideknowledge of wine and be able to assist the guests in choosing the best winefor tasting

For the In Room Dining, there will have the Assistant IRD Manager, followed bySupervisor, Captain, Bartender and Order Taker

1.2.3 Operating results in recent years

Since day one, InterContinental Danang Sun Peninsula Resort has always been themost favorable place for national and international guests Normally Korean guestsaccount for most of the guests in-house at the resort As reported on the second of

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September, the number of Korean was the highest with 135 guests, followed byVietnamese, American, Singaporean, and Australian.

Table 1.2 Top 5 nationality in-house guests on September 2nd

Source: Daily Report InterContinental Danang Sun Peninsula Resort

Before the Covid-19 pandemic, as Mr, Phuong Ngo – Director of rooms said thatthe occupancy rate of the resort was always around 85% during peak seasons.During the lockdown, the resort had to close for a period which affected a lot in theoperation However, when it opened again, the occupancy rates during the first 3months were positive around 15% to 21% Significantly, in June of 2022, thisnumber was on the rise to 60% and remained stable Until the end of August, it went

up to 74% The total number of guests in-house since June ranged from 240 to 310,earning 1.1 to 1.5 billion VND of daily room revenue for the resort

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Table 1.3 Actual 7 Days Forecast in the third week of August

Source: InterContinental Danang Sun Peninsula Resort

InterContinental Danang Sun Peninsula Resort had been receiving many awards andprizes In 2021, it was ranked as the Best Luxury Beach Resort by World Luxury

Hotel Awards 2021 and inthe Top 25 Best Resorts inAsia by Conde NastTraveler Reader’s ChoiceAwards 2021 Recently, in

2022, InterContinentalDanang Sun PeninsulaResort is honored to haveachieved four awards fromthe prestigious WorldTravel Awards as Asia’sLeading Green Resort,Asia’s Leading LuxuryHotel Villa, Asia’s Leading Luxury Resort, and Vietnam’s Leading Luxury Resort.Besides that, Travel and Leisure’s Best Awards 2022 also award it as Vietnam’sNumber 1 Beach Resort All of these prestigious prizes are huge evidence of the

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success of InterContinental Danang Sun Peninsula Resort during its 10 years ofoperation.

Figure 1.4 World Travel Award Winner 2022

Source: InterContinental Danang Sun Peninsula Resort Facebook Fanpage

1.2.4 Analysis of the business environment

InterContinental Danang Sun Peninsula Resort has always been rated as one of thebest working places in Vietnam It is, but it still has some weaknesses that need to

be improved, some more opportunities to be taken and a few threats to beovercome

- Organize training courses for

staff to learn and improve

- Well-equipped for the staff

- Take care of the staff

- Good salary and bonus Tip

and service charges are

shared equally

- Lack of buggy/van for staff

- Sometimes, taking too long

to approve purchasing requests

- Need more investments in technology

Figure 1.5 IHG Celebrate Service week at InterContinental Danang Sun Peninsula

Celebrate Service week – the week to celebrate the attribution and effort of the staff

In InterContinental Danang Sun Peninsula, the HR Department prepared a lot ofthings for the staff from the meal to the drinking truck and many activities tostrengthen the connection between staff

1.2.5 Internship department

Like other properties, The Food and Beverage Department (F&B) inInterContinental Danang Sun Peninsula is responsible for serving food andbeverage at the resort, creating the menu, maintaining the high quality of food andservice, food costing, and managing restaurants and bars F&B Outlets inInterContinental Danang are divided into many categories and types of restaurants:all-day dining, fine dining, and specialty restaurants

As mentioned above, Citron is an all-day dining restaurant, serving breakfast, lunch,afternoon tea, and dinner at Heaven level It is not only famous for servingtraditional dishes from North, Center, and South Vietnam, but also for its specialdesign This bright, airy space soars 100 meters over the landscape of the resort’shighest level It is punctuated with Bill Bensley’s design combining Vietnamesemotifs with bright colorful details Of special note is the 5 one-of-a-kinds “Non la”tables with a full view of the sea and mountain, giving the guests the ultimate wow.They shape like the inverted non la, the iconic Vietnamese conical hat A lot of

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