An investigation into the real situation and some solutions for improving the training quality of food and beverage interns at new orient hotel danang

Trang 1 DUY TAN UNIVERSITYFACULTY OF ENGLISHTRẦN THÚY HIỀNAN INVESTIGATION INTO THE REAL SITUATION ANDSOME SOLUTIONS FOR IMPROVING THE TRAININGQUALITY OF FOOD AND BEVERAGE INTERNS AT NEW

INTRODUCTION

Rationale

Vietnam is a country with diverse and rich tourism potential, so Vietnam's tourism is also on the rise again since the COVID pandemic. Tourism has always been considered a part of social development, not only bringing a lot of benefits to businesses but also helping related industries develop together Accordingly, the recovery of tourism in our country today is also a turning point for businesses that provide accommodation, dining, and entertainment services The number of international visitors to Vietnam and domestic tourists visiting to relax is starting to increase Since the losses brought by COVID, businesses have been slowly re-establishing the market and improving their value In order for customers to have the best experience, businesses do not hesitate to invest in new aspects to maintain and develop quality as well as meet their customers requirements The competition between businesses in this model is extremely strong; it is to decide that tourists want to experience the quality of service and intend to keep coming back again if there are new products and better treatment quality than last time.

Along with efforts to revive Vietnam's tourism industry, Da Nang tourism is increasingly regaining its position During my time studying and working in this city, or most recently during my internship at the New Orient Hotel Culinary Department, I noticed that the quality of staff training as well as internship training at the New Orient Hotel Culinary Department still has some problems In fact, interns have not yet felt the capacity, experience, and problem-solving skills of the staff here In some cases, according to the

Student: Tran Thuy Hien Code: 25203207356

Graduation paper 2 Supervisor: TRUONG THI HUE, M.A survey results, there are many interns who have not felt satisfied during the period of their internship Therefore, after a period of contact and work at the New Orient Hotel, I decided to research the topic "An Investigation Into The

Real Situation And Some Solutions For Improving The Training Quality

Of Food And Beverage Interns At New Orient Hotel Danang".

Aims and Objectives

 Determining the importance of training quality to improve the quality of intern training.

 Assessing of the current status of intern training quality in the F&B department at New Orient Hotel Danang.

 Proposing solutions to improve the quality of intern training at F&B department, New Orient Hotel Danang.

 Introducing the basics of training interns, find out the current status of training skills to ensure that interns have a good impression.

 Providing some solutions to improve the quality of internship training at F&B department, New Orient Hotel Danang.

Scope of the study

About the content: Through the opinion of the intern at the hotel, the issue goes into assessing the quality of intern training in the F&B department at New Orient Hotel Danang From there, give appropriate solutions or recommendations to improve the training level and service quality.

About space: The study was conducted on the New Orient Hotel Danang campus, in the area of Da Nang City.

Graduation paper 3 Supervisor: TRUONG THI HUE, M.A.

Method of the study

I used research methodologies to complete the paper.

Directly observe the activities, tools, and communication channels of the F&B department at the New Orient Hotel Danang during the internship.

• Methods of Collection: Data is collected from books, websites, and research.

• Method of Description: Describe in detail F&B's training service in terms of quality, quantity, and service

• Methods of Analysis: From the collected data, I conducted an analysis of the reality of training interns in the F&B department at New Orient HotelDanang.

Structure of the study

This study is presented 6 chapter:

 Chapter 5: Difficulties and Suggested solutions

THEORETICAL BACKGROUND

Overview of Internship

According to Oxford Languages: "Internship is the position of a student or trainee who works in an organization, sometimes without pay, in order to gain work experience or satisfy requirements for a qualification."

An internship is a professional learning experience that offers meaningful, practical work related to a student's field of study or career interest Besides, an internship gives a student the opportunity for career exploration and development, and to learn new skills

In additions, it offers the employer the opportunity to bring new ideas and energy into the workplace, develop talent, and potentially build a pipeline for future full-time employees.

According to the legislation, an internship is a planned, structured learning experience that takes place in a workplace for a limited period of time.

Off-campus internships are a crucial component of a student's education Through the internship process, students may develop new abilities while also actively applying the information and skills they have already gained to the real-world working environment at organizations and businesses They learn how to operate in a team with a variety of members where the "relationship between people" component is always valued

Graduation paper 5 Supervisor: TRUONG THI HUE, M.A

It is a compulsory subject in training programs at some universities and colleges across the country Students will be trained and work as employees according to the time specified by the school, then return to the school to continue studying the remaining subjects Normally, students will do an internship at the end of the first year (for college and intermediate students) and at the end of the second year (for university students). Finally, the cognitive internship report is a prerequisite product for you to send back to the school after finishing.

In the process of cognitive practice, students will discover themselves, self-assess their knowledge and abilities, and, from there, draw their own advantages and disadvantages to better orient their careers in the future.

"Accumulation" here has two meanings:

The first is an internship if the student has accumulated at least 320 hours of practical work at an agency or enterprise relevant to the major of study Participating in a specific project equivalent to the number of working hours of students interning at companies or enterprises, of course, must be confirmed by the unit during the working process.

Second, "accumulation" is the ability to receive experience at the internship; this accumulation process will show the maturity as well as the practical adaptability that the job brings.

Every year, many foreign businesses organize free internship scholarships for final-year students at universities To get such a place, students have to go through many rigorous selection rounds through two test methods: an essay and an interview An internship abroad is a great

Graduation paper 6 Supervisor: TRUONG THI HUE, M.A opportunity to learn from friends in countries around the world, build better relationships, develop language skills, deepen culture, and ultimately help you better orient yourself on your next path.

Conducted in 15 weeks, this is considered a form only for final-year students who are about to graduate and have more time to practice During the 15-week internship, you will be an active learner and find opportunities for yourself You must have the right view of the internship process to be well prepared after graduation.

A graduation internship is a process for us to gain more experience from a block of knowledge in the classroom.

Internships are the best way for students to gain experience in their field of interest Basically, the internship process is almost like the training process for a new employee at the company The interns will work with other staff members but not as a substitute for official positions Therefore, the purposes of the internship can be realized as follows:

- Penetrate the real working environment.

For students, the level of knowledge is a necessary but not sufficient condition In addition to knowledge, students need to cultivate practical skills to apply knowledge in practice This is a necessary but very lacking condition for today's students Therefore, the school always forces students to find certain businesses suitable for their majors to absorb and compare what they have learned with the real working environment.

- Apply the acquired knowledge to the real work of a company, enterprise, or administrative unit.

Through an internship, you have the opportunity to learn what it's like to work for a company, in an industry, and in different functions During the years you sit in school, the knowledge you learn is all theoretical So, when you go to practice, you will have the opportunity to fully apply this knowledge in your business Some universities in Da Nang City in particular, or some universities in the country in general, require their students to perform only one graduation internship

There are some schools that require students to do an internship once a year for a certain period of time (also known as Listen in for practice) so that students can gain more experience and different knowledge from different schools and different businesses From there, if it comes to a new internship, they will have the opportunity to apply what they have learned from the old company.

- Learn and practice working style and behavior in working relationships at an agency.

Through internships, you gain a better understanding of your own strengths, weaknesses, and interests Equally important, you can spot things that you don't enjoy doing You will learn how to manage tasks and projects and how to work in a professional environment No matter what field you work in later, the wide range of relationships will give you many advantages When you go to practice, you can take advantage of this time to get to know your colleagues, learn, and build relationships Maybe later you will find work through these relationships You can also learn from your colleagues by observing their positive and negative habits From there, you will create a working style that suits you.

- Comply with the instructions of the Internship Coordinating Department and the Faculty, the school's internship regulations, and the regulations at the internship-receiving unit.

- Work like a real employee according to the prescribed hours and comply with all assignments at the internship place.

- Ensure labor discipline, be responsible at work.

- Under the direct direction of the instructor at the internship site

- You are not allowed to change your internship without being certified Internship coordinator and faculty approval

- Always be honest in your words and actions.

- If due to personal reasons, it is not possible to complete the internship, it must be presented to obtain the written approval of the school and the unit receiving the internship.

- Can propose to the school measures to improve the quality and effectiveness of internships.

Quality of training of Food and Beverage Department

The level of training quality that a company provides is assessed in relation to the interns' expectations Interns participate in an internship to meet specific needs They have expectations about how the company's training will be needed to meet their needs, whether they're conscious of them or not An enterprise with high-quality training will meet or exceed the expectations of interns coming to the company.

2.2.1 Definition of quality of training

"Training quality is the result of the training process, which is reflected in the characteristics of the graduate's quality, personality value, and labor value or practice capacity corresponding to the objectives of the training programs for specific occupations" First, it will grab the intern's attention, giving them an eagerness to learn However, if you encounter a few negative reviews, it will lose credibility quickly Interns will be assessed based on the following characteristics:

"Reliability" concept of quality training: This speaks to the ability and reliability of a department to train a particular intern or employee This process includes every step of the relationship with the intern, from guidance to timely and accurate problem solving to inquiries When interning in a department, interns have certain expectations about the reliability and success of the department, which often depend on the department's ability to meet those expectations.

"Experience" concept of quality training: Interns can only evaluate after they have studied and experienced themselves during the internship

"Responsiveness" concept of quality training: Internship requests, feedback, questions, and problems must be received, evaluated, and responded to promptly A department that wants to train excellent employees from their intern position will always answer interns' questions as soon as they can, which is a sign of how important it is to take them seriously human resources for that department.

2.2.2 The factors affecting the quality of internship training at food and beverage department

Staff is a team and an important feature in any department In a department that is fully equipped with technical facilities, it is indispensable for a team of skilled, experienced, and qualified staff to be able to train interns from many different industries and schools These teams have all been recognized and evaluated by the human resources department and the hotel management.

Every action of this group requires the influence of the management behind it Everything will become difficult to control if you go the wrong way; the consequences are unpredictable, but if you know how to absorb and apply it properly, you will always receive a positive response from the interns as well as the customers Therefore, the quality management team must have a high level of expertise, good leadership, credibility, and work allocation skills.

This is a group that will directly interact with the intern, provide knowledge and work experience, and teach step by step from basic to

Graduation paper 13 Supervisor: TRUONG THI HUE, M.A advanced In a hotel environment that is rated "star" standard, it is mandatory to require the quality of staff to meet the following standards:

- The relationship between guests and staff and between colleagues.

Facilities development is a mandatory part of F&B businesses The type, size, and rating of the restaurant will affect how good the facilities are If the restaurant is large and luxurious, the technical facilities must be fully developed Since then, the level of access for interns has become more diverse The banquet hall can accommodate a large number of guests, and there will be many forms of party organization with a larger number of guests Interns will have the opportunity to work with different types of clients Restaurants often design spacious, airy spaces with views of the city center and the sea An enterprise with a beautiful location and suitable facilities will easily attract interns to experience it, not only to practice but also to visit and learn about the facilities of that business.

However, over time, technical facilities are also worn out when they have to operate at full capacity every day Moreover, after many batches and groups of interns came here, the equipment could not be as new as it was at first Therefore, the level of investment must be carefully considered to ensure a long service life without the need for periodic maintenance or repeated upgrades.

Besides, environmental factors can also affect the facilities more or less During the guest's stay, bad weather or the influence of temperature

Graduation paper 14 Supervisor: TRUONG THI HUE, M.A and light are also reasons why interns feel unsatisfied when the business is not as flashy as what they know on the internet social networking sites, and newspapers.

In general, whether it is an advantage or a disadvantage, in order not to affect the quality much, it is necessary to pay attention to the first look of the interns or customers coming here.

CASE DESCRIPTION

General Information of New Orient Hotel Danang

Picture 3.1 Logo of New Orient Hotel Danang

- Business name: New Orient Hotel

- Address: 20 Dong Da, Hai Chau District, Da Nang City.

- Website: https://www.neworienthoteldanang.com/en/

Picture 3.2 NEW ORIENT HOTEL DANANG

New Orient Hotel Danang is located at 20 Dong Da, Hai Chau District,

Da Nang, about 3 km from the city center, about 4 km from My Khe Beach, about 4.3 km from Da Nang Airport, and about 2 km from Da Nang Train Station New Orient Hotel not only attracts guests thanks to the existing reputation of New Phuong Dong, but it also has its own charms The hotel has a unique architecture with luxurious sandstone layers combined with green space There are 100 rooms and apartments with elegant tones and delicate designs.

New Orient Hotel Danang is a hotel under Huu Thanh Limited Liability Company This is a company operating professionally in the field of tourism

Graduation paper 17 Supervisor: TRUONG THI HUE, M.A with many different service models such as short-stay service, travel agent, restaurant, and mobile catering services; other supporting service activities related to transportation; and creative, artistic, and entertainment activities In March 2018, New Orient Hotel was born as a continuation of the success inspired by New Phuong Dong In addition, the establishment of New Orient Hotel Danang is also intended to perfect the strategy of creating a perfect service delivery model that includes accommodation, food, and entertainment. New Orient Hotel Danang is classified according to the 4-star standard, including 10 floors with a scale of up to 100 rooms The hotel provides a full range of services for guests with modern equipment and systems New Orient Hotel Danang is aimed at a combination of accommodation, food, and entertainment models In addition, this is also an ideal choice for events at the Camellia wedding center and Saffron conference center, which have a capacity of 500 people.

+ Vision: Recognized by the highest standards and consistent service. + Mission: To serve customers with thoughtful care, bringing great experiences above expectations.

* Core Values: Ownership - Respect - Integrity - Sustainability - Timeliness - Reliability.

3.1.2 Human Resource and Organization of the New Orient Hotel

The organization structure of New Orient Hotel Danang can be depicted in the chart below:

Chart 3.1.Organizational structure of New Orient Hotel Danang

There are many departments that construct the complete organization of New Orient Hotel Danang And each department has its own missions.

 Owner: is the highest authority in the hotel The Owner is responsible for the business results as well as the legal responsibility for the hotel.

 General Manager: is the hotel's operator, in charge of managing the department and ensuring the hotel's service quality The General Manager is

Graduation paper 19 Supervisor: TRUONG THI HUE, M.A responsible for the business situation of the hotel They manage spending and ensure maximum profit for the hotel.

 Assistant Manager: is the person who supports the General Manager in monitoring and checking the activities of the departments The Assistant Manager is authorized by the General Manager to be in charge of the hotel's human resources, financial, and investment issues.

 Human Resource Department: is responsible for managing and recruiting staff when the ministries have additional manpower needs They evaluate departmental employees and receive comments from superiors They organize, arrange, and issue working regulations.

 Front Office Department: is responsible for receiving and processing customer information They are responsible for the check-in and check-out procedures for customers They update and store customer information They are in charge of collaborating with and assisting other departments to address consumer needs.

 Food and Beverage Department: is responsible for providing services such as party organization and buffets at the request of customers and ensuring food hygiene and safety.

 Accounting Department: is responsible for controlling the entire cost of activities in the hotel, making financial statements on a monthly and yearly basis and making documents to determine the business results of each department.

 Chief Engineering: is responsible for planning the operation, maintenance, and renovation of equipment and tools in the hotel and performing stage and sound decoration work for conferences and parties held in the hotel.

 IT Department: is responsible for supporting work related to computer technology and the hotel intranet and ensuring the hotel business system is safe and well-functioning.

 Sales & Marketing Department: is responsible for planning market and competitor research, planning to find customers and selling products, and surveying customers' opinions to innovate and improve services.

 Housekeeping Department: is responsible for preparing and cleaning the rooms every day, as well as cleaning the lobby, public areas, and restaurants and checking the condition of the room, the equipment, and the items in the room.

 Chief Security: is responsible for controlling the entrance of employees according to the right shift, checking bags to ensure that no employee or hotel property is lost and maintaining responsibility for the hotel's security, order, and safety

 Kitchen Department: is responsible for providing food and drinks to customers; cost planning is done in this department.

 Spa Department: is responsible for providing professional treatments and massages to the guests.

Food and Beverage of the New Orient Hotel Danang

3.2.1 Introduction of Food and Beverage Department

The F&B department is one of the most important departments in a hotel. Along with accommodations, people's needs for food are also focused on and enhanced today In addition to eating full and delicious meals, customers are increasingly demanding more from their meals at restaurants They are willing to spend their money to get the best experience As a result, in addition to accommodation services, the F&B department is a significant source of revenue for the hotel.

The first and most important role of the F&B department is to satisfy the dining needs of customers In addition, this is not only a great source of revenue but also a place to promote the culture and introduce the hotel's brand widely to all customers Besides, when the F&B department is well organized and operated, this will be a lever to boost revenue from other services such as meetings, parties, etc.

The F&B department of the New Orient Hotel is active with the task of serving the Bistecca Restaurant and Sevva Sky Lounge (currently under repair) In addition, both the Camellia wedding center and the Saffron convention center, which can accommodate up to 500 people, are very suitable for organizing corporate events, wedding parties, corporate parties, buffets, meetings, and other important conferences.

Chart 3.2 Organizational structure of the F&B Department

 Banquet: This department brings the largest revenue in the F&B service chain The responsibility of the banquet department is to organize parties, events, etc at the request of the customer.

Bar Manager Banquet Manager Restaurant Manager

 Restaurant: Restaurants are a particularly important area in the F&B department Here, customers will be served quality meals with the most professional service, day and night.

 Bar: This is a place to provide drinks to customers and also a place for customers to relax, be entertained, and experience new things The quality and service here can bring joy to customers and show the class of the hotel.

3.2.3 Function and Duties of the F&B Department

This employee is in charge of directing and overseeing all aspects of the organization's food and beverage planning and service, with duties including menu planning and costs, preparation and presentation of food and drinks, and adherence to quality and safety standards.

The manager's responsibilities include managing, supervising, and operating all jobs and workers in the F&B They are the ones who ultimately decide and have the last say on crucial matters like strategy, planning, and development orientation Additionally, the department director must approve any unexpected or major issues Take part in hiring, educating, and setting up the restaurant's personnel to ensure that they are in compliance with all applicable laws, rules, and paperwork Preparing F&B product marketing and promotion.

The supervisor's basic duties include ensuring that food is prepared on time, that customers are satisfied, and that staff in the restaurant and all parties adhere to service and safety standards at all times The supervisor's

Graduation paper 24 Supervisor: TRUONG THI HUE, M.A role is to ensure that any job or plan is run efficiently and that the quality of food served and cleanliness are of the highest standard.

As a captain, you are responsible for promoting and ensuring guest satisfaction, maintaining a safe and sanitary work environment, and ensuring only the highest quality products are served They control all waiters, waitresses, or trainees in a restaurant and follow the orders of the higher officer.

The bar staff's job is to provide tasty, wholesome, and aesthetically pleasing beverages because the bartender is the portion of the crew that serves drinks to guests They are accountable for maintaining their bar area neat and orderly and are often fastidious but also speedy workers.

Attend briefings prior to the restaurant opening, well-groomed and equipped with the basic aids of operations Learn about the available items, not-available items, menu preparations, and their presentation Receive, greet, and seat guests Serve food and beverages according to the standards of the restaurant Present the bills and receive payment correctly ect

3.2.3.1 The labor at Food and Beverage Department

Table 3.1.The Structure of labor of F&B Department at New Orient Hotel

Universit y College Intermediat e Male Female

(Source: HR New Orient Hotel)

Based on the above statistics, almost all of the employees have university degrees It can be seen that the staff of this department is all professional and highly educated In the "manager" and "supervisor" positions, 100 percent of the employees have college degrees The FB Department is currently the department that brings in almost the largest source of income at the hotel. Therefore, the selection of people with good leadership capacity is also part of helping the department grow more and more From the information obtained, the human resources department said that these are young people with new skills who are gradually gaining experience to advance Moreover, the number of female employees here is quite small, accounting for just over 15 percent; most of them are male employees, making up the majority.

3.2.3.2 The facilities of Food and Beverage Department

Good Still in use Need replacement

In a hotel rated 4 stars, all equipment is well-invested and of high quality.Therefore, most of the devices have been used quite well until now.

Orientation and goals of Food and Beverage Department

- Improving the training and service processes to achieve the highest service efficiency.

- Promoting training of existing human resources and human resources from internships, focusing on expertise, and selecting people with high working capacity.

- Improving facilities to improve service quality at the restaurant and banquet hall.

- Diversify products, improve staff's professional qualifications to improve training quality.

- Attracting the attention of domestic and international guests

- Attracting many groups of students from many professions and schools as interns

- Promoting the Bistecca restaurant brand as well as the banquet halls of the F&B department

- Promoting skills and work experience in improving training quality and service quality

ANALYSIS AND EVALUATION

Analysis of the training quality of interns at the F&B department of

4.1.1 Interns participate at New Orient Hotel from 2020 – 2022

Table 4.2.Structure of interns participate at NOH from 2020 – 2022

The number of interns participating in internships at New Orient Hotel is constantly changing, as shown in the following table:

- During the first period of 2020, the number of interns participating in internships spread across departments accounted for 50 percent.

- In 2020, from about May 5 onwards, the COVID pandemic broke out, and all departments limited accepting interns to avoid the epidemic Even though the hotel was still in the operating stage, the rate was only half that of the previous year at the beginning of the year.

- In 2021, most of the businesses are closed, but New Orient Hotel still continues to operate This is also the time to graduate, and there are still a lot of trainees here, accounting for about 23.3% for the period from January to April By the middle of the year, the number of trainees gathered here had

Graduation paper 29 Supervisor: TRUONG THI HUE, M.A increased a bit; this period also accounted for the highest percentage of the year, about 42.6% By the end of the year, when people began to adapt to living with the pandemic, about 34.4% of the interns were accepted by the hotel.

- Since the beginning of 2022, the epidemic has been less stressful, there have been businesses starting to operate again, and this is also the stage of graduation, so the number of trainees in this period remains at a moderate level The average for the three periods of the year is approximately 30%.

January to April May to August September to December

Chart 4.1 Number of interns participate at NOH in recent years

4.1.2 Interns participate at Food and Beverage from 2020 – 2022

Table 4.3 Structure of interns participate at F&B from 2020 – 2022

Through the data from the above statistics, it can be seen that the number of trainees participating in internships is mainly concentrated in the F&B department This number accounts for nearly two-thirds of the total number of interns participating in internships in other departments in the hotel During the two years of 2021 and 2022, despite the pandemic, the number of trainees accepting trainees did not make a big difference Particularly in terms of mid-

2022 and mid-2021, during the outbreak and during the epidemic period, the number increased from 24.2% to 42.6% The rest, or the number of changes, is not very significant.

January to April May to August September to December

Chart 2.2 Number of interns participate at F&B in recent years

Evaluation

During my internship at this hotel, I distributed questionnaires to 50 interns at the F&B department to get information about their satisfaction with their internship here.

4.2.1.1 The university year of interns:

Table 4.3 The university year of interns

According to statistics from the survey, most of the interns at the department are final-year students, accounting for 54%, more than half of the number of evaluations Besides, about 28% are third-year students This is

Graduation paper 32 Supervisor: TRUONG THI HUE, M.A understandable because there are few universities in the city that require students to practice graduation early The remaining figures have a few reasons why some interns take advantage of the first semesters: the number of credits required to participate in the internship is small, and they spend time in the final semesters doing other work A few have no reasons.

Chart 4.3.The university year of interns

Table 4.4 Internship time of interns

Depending on the requirements of each department or some requirements from the school, The trainees participating in the internship have a fixed period of participation In general, the number of trainees participating in two months is the most common (38%) Universities will require students to practice for a minimum of 6 weeks to be able to complete the internship report, but during the internship interview process, businesses require students to practice for a minimum of 3 months to gain the most knowledge and experience Can also be considered to become a full-time employee if there is a recruitment opportunity, so the number of 3-month trainees accounted for 52%.

Two months Three months Over three months

Chart 4.4 Internship time of interns

4.2.1.3 Reasons for choosing the F&B Department

Table 4.5 Reasons for choosing the F&B department

The reasons Required by the school

Suitable for majors Interested Other

From the table above, it can be seen that up to 27% of interns rate the selection of internships at the F&B department as being suitable for their majors They feel that going through four years of university has accumulated specialized knowledge, so they want to choose an environment suitable for their major In addition, there are trainees who participate in internships because they find this department interesting (accounting for 32%) In fact,

Graduation paper 35 Supervisor: TRUONG THI HUE, M.A every department where we work has something new and interesting for us, but I don't appreciate it if I spend some time working just because it's interesting without getting any benefit for myself The remaining 10% have other reasons.

Table 4.6 Intern’s evaluation on staff

Element Bad Quite bad Normal Quite good Good

Ability to answer for interns

According to the assessment of the trainees, up to 56% of the students highly appreciated the foreign language proficiency of the staff at this faculty. Besides, the training skills of trainees are also highly appreciated (accounting for about 78%) However, the department's question-answering part was not highly appreciated when up to 26% of the reviews said that the department's employees were not really enthusiastic to answer As a result, the staff's assessment of professionalism is reduced; they think it is quite normal (accounting for 26%).

La ng ua ge sk ills

Tr ai ni ng sk ills

Th e pr of es sio na lis m o f s ta ff

Ab le to a ns w er fo r i nt er ns

Bad Quite bad Normal Quite good Good

Chart 4.5 Intern’s evaluation on staff

4.3 Strengths and Weaknesses in the quality of intern training of the F&B department

To talk about the quality of service or training here, it can be seen from the survey that this business is always highly appreciated and able to meet the requirements of customers It is a process of striving for each employee and each department to perfect and develop the business.

Regarding the training ability of employees in the F&B department, nearly half (46%) rated it as good on training skills, showing that the staff's ability to convey experience is quite conscientious.

This is a 4-star hotel, highly appreciated for its geographical location as well as its working capacity Therefore, the selection process for staff and interns is extremely careful Although statistics from the human resources department show that there are nearly 40 student internships when living with the pandemic, above all, this number has also been interviewed and selected.

In terms of facilities: a technological infrastructure and facilities that are adequate and competent to provide for service requirements The cleaning crew inspects, sanitizes, and cleans the department's facilities each day. Inspections are performed in every area, including the restaurant and banquet hall Staff from the technical department routinely inspect the department's technical equipment and fix it as soon as necessary Make every effort to avoid making errors.

In general, the quality produced by the department is quite good, although there are still flaws that make the assessment from the perspective of the trainees or the customers not high But these are all the efforts of each

Graduation paper 39 Supervisor: TRUONG THI HUE, M.A employee; they cultivate and learn every day to best meet the requirements of customers in all circumstances.

- About the staff: In addition to the reception department, the F&B department also comes into contact with a large number of foreign guests. Although, according to the survey, the staffs are quite highly rated on their English ability, in fact, in the working process, very few people use English or cannot express all the services and problems of the customer This also indirectly causes the recruitment quality to be evaluated as well as the customer's sympathy for the training quality to decrease.

The coordination between small parts sometimes does not work well For example, to have a complete party, from the stage of sound, lighting, decoration, or food and drink, all must be completed before the start time But sometimes, the kitchen department is negligent by not preparing the meal in time when the number of guests arises This is not necessarily the fault of the department, but it is also necessary to have an exchange between the departments to be more prepared for the above-mentioned cases.

In addition, each enterprise has quite strict rules, from employee training to short-term intern training However, there are still a few cases of non- compliance Interns or even employees still talk, joke around during working hours, or use the phone while looking after customers This deserves even more blame.

- In terms of facilities: the business has been in operation for 5 years, but there will still be degraded equipment At F&B, the tools are all porcelain, such as forks, cups, spoons, condiment jars, or fragile glassware, such as conference glasses, party glasses, wine glasses, etc., that have been broken a lot after every party Partly due to the customer's negligence and partly due to the carelessness of employees, interns, or casuals in the service process This

Graduation paper 41 Supervisor: TRUONG THI HUE, M.A leads to a shortage of tools; each time taking inventory or ordering, one must be very careful because the items will easily be out of sync in design and pattern.

DIFFICULTIES AND SUGGESTED SOLUTIONS

Difficulties

Most of the people who come here to participate in the internship are final-year students about to graduate In some cases, just because school is compulsory, there is no real spirit of learning or learning about the field.

In the minority, some employees still lack self-discipline and a sense of responsibility when handling situations Most of the trainees' questions were explained in a general and unclear way.

The English level of the staff in the department is highly appreciated, but the exchange of work or specialized knowledge is rare.

In addition, according to the research results, this department often changes employees in the "manager" position, which also affects the ability to train subordinates Each manager will have a different way of leading, changing quite often, causing this trajectory to have to start over and over again.

Although this is one of the department's minor problems, it will leave a bad impression on some interns when they come here to experience the internship In other words, they may not want to come back here to work when a job opportunity arises.

Tiêu đề	An Investigation Into The Real Situation And Some Solutions For Improving The Training Quality Of Food And Beverage Interns At New Orient Hotel Danang
Tác giả	Trần Thúy Hiền
Người hướng dẫn	Trương Thị Huyền, M.A.
Trường học	Duy Tan University
Chuyên ngành	English for Tourism
Thể loại	Graduation Paper
Năm xuất bản	2023
Thành phố	Da Nang

Định dạng
Số trang	400
Dung lượng	2,53 MB