internship for operating of hotel services sheraton phu quoc long beach resort

Preview the menu and check the food name tags: The buffet menu of Prime Bar and Grill is diverse and changes daily.. During the shift: Clean and set up tables: With concept buffet rest

NATIONAL ECONOMICS UNIVERSITY

Internship institution: Sheraton Phu Quoc Long Beach Resort Student’s full name: Tran Thi Khanh Linh

Lectures: - Dr Tran Huy Duc

- MSc Nguyen Duc Trong

1.1 General introduction about Sheraton Phu Quoc Long Beach Resort 00 1

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IMAGE LIST

Picture 1.1 Overview of Sheraton Phu Quoc Long Beach Resort Picture 1.2 Sea view tables in Prime Bar and Grill

Picture 1.3 Setup in the table Picture 2.1 Setup of a table in Asian banquet

1 ACTIVITIES REPORT: 1.1 General introduction about Sheraton Phu Quoc Long Beach Resort:

Located in Ganh Dau, on one of Pearl Island’s most beautiful beaches, Sheraton

Phu Quoc Long Beach Resort is close to VinWonders Phu Quoc, Vinpearl Safari Phu Quoc and Grandworld Phu Quoc With Neoclassical architecture and designs, Sheraton Phu Quoc’s rooms, suites and villas provide free Wi-fi, 24 — hours room services with beach or garden/lake views Four outlets including two restaurants: Wok and Curry, Prime Bar and Grill and two bars: Patio Lounge and Tropical Pool Bar will bring visitors closer to the unique and rich culinary quintessence

From the middle of June and the end of August, it has been the rainy season in

Phu Quoc Island Therefore, the quantity of customers is often less than the second half of the year because of climate For moming buffet, restaurant usually serves 180 — 250 guests The peak number of customers was 400 pax For lunch and dinner, it was 30 pax

on average

1.3 Tasks: A trainee worked as a waitress, I had to grasp and understand the tasks in each shift and each position Dividing into 3 stages is easier to cover the whole tasks for a trainee

1.3.1, Preparing to work: - Staff in Prime Bar and Grill have 2 main shifts: Morning (M) and Afternoon

(A), work 9.5 hours per shift Present at least 15 minutes before the shift to briefing with all staff and ensure that the setup has been done for serving

Check staff assignment: Supervisors or Manager will allocate personnel during the shift, so that the first task when receiving the shift is to check the assignment to get the correct work area

Prepare and set up the work area: A tidy and well-prepared working space is easier for waitress/waiter to serve and solve requirements from guests Preview the menu and check the food name tags: The buffet menu of Prime Bar and Grill is diverse and changes daily It is necessary to check the food and the location of food on the buffet lines to get information if guests have any special demands or need assistance to find the food they want

1.3.2 During the shift:

Clean and set up tables: With concept buffet restaurant, diners may use many plates, bows, cutlery during their meals So that, waitress/waiters must clear continuously used plates and cutlery to a station and make sure that guests have enough space on the table to put the next plates After guests finished their

meals and left their tables, waitress/waiter clean the surface and leftovers, set

up new set of cutleries for next guests

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Picture 1.3 Setup in the table Wash and dry cutlery, plates, and glasses: Bring used cutlery, plates and glasses to steward and use specialized cleaning wipes to dry it before using for resetting next time

Serve and take care guests: Offer assistance such as making coffee by machine, helping guests to bring hot food to their tables, guiding guests to use buffet equipment, taking baby chairs, etc If guests order beverages, waitress/waiter

will prepare glasses, straws, coasters going suitable with each kind of drinks and serve them Checking guests’ satisfaction is required to improve not only the quality of food but also the services and reduce the number of complaints Check inventory and receive purchase orders: With a fresh juice bar in morning buffet and selling beverages menu including soft drinks, wine list in lunch and dinner, Prime Bar and Grill need to prepare ingredients Therefore, managing inventory is important to make orders reasonably Following the timeline and notice of purchase orders to pick up goods in time, avoid missing information and lead to the shortage of goods

1.3.3 End of shift:

1.4 Make sure all necessary utensils and dishes for buffet lines are washed and

dried Put it in the trolley, cover by clean linen

Count the dirty linen, note down the number and transfer daily to Laundry Clear and classify dry and wet garbage in the station

Check again the tables’ setup, placemats, center pieces, clean trays, and station Hand over the work and supplies to the staff working in the next shift

Duties:

Work on time Follow all hotel’s regulations and principles of units Wearing uniform, grooming before on shift It is demanded with F&B trainees and staff not wear jewelry and long nails Having a respectful and grateful attitude to co-workers and customers

2 JOB DESCRIPTION AND JOB ANALYSIS:

Assisting customers in taking their food to their table: helping the elderly and children bring hot food to their table or helping guests when they have difficulty holding too many plates

Providing cutlery if required: Sometimes customers will ask to provide more cutlery Pick up for customers as required, perhaps even it is not in the table's setup such as chopsticks

Providing customers with information on the dishes, and their ingredients:

For some guests who have special requirements in their diet such as vegetarian, lactose intolerant, no beef and pork for Indian guests, always ready to introduce the ingredients of dishes and help guests take the food suitable

Checking and setting up the tables on the terrace: The table on the outside is a smoking area Prepare enough ashtrays and cutlery, check tables, chairs, and seat cushions to ensure that guests have all their needs

Receiving and solving the customers’ complaints (3.4 Handling with customers’ complaints)

Checking back with guests - Runner: this position includes:

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Pouring out leftovers when waitress/waiter clear tables Taking dirty dishes on trolleys and giving it to Stewarding Preparing and cleaning serve trays for waitress/waiter Checking the number of used napkins after closing buffet and giving them to Laundry: to manage the number of napkins like managing a restaurant's assets and ensure there are always enough clean napkins for the next meals Packing and taking the trash bag to the garbage store: Garbage segregation is necessary for environmental protection and easy recycling

- BOH (Back of House): to ensure sufficient and continuous supply of cutlery, BOH will be the position doing the following tasks:

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Checking if the cutlery has been washed or not after runner pushed the trolley into Steward

Using dry towels and hot water to clean cutlery Filling back dry cutlery to the cabinet in the station

- Buffet lines: + +

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Preparing and setting up equipment and supplies before the meal Working with the kitchen staff to monitor food production for serving areas Clearing all equipment and supplies at the end of meals

Drying dishes and filling back to the serving areas

- Bar counter: +

+ +

Preparing and decorating juice bar before meals: Decorate with vegetables

and fruits in a bow] of ice to ensure freshness

Making fresh juice according to fixed menu and guests’ demand: Notes to order juice at the request of the customer, after each order, it is necessary to use water to clean the machine again, to avoid affecting the taste of the next juice

Helping guests make coffee from automatic machine: ready to help guests choose coffee on the machine and help them bring to the table If being too busy making juice and looking after the juice bar, call another waiter to help bring the drinks to the customer’s table

Refilling all kinds of drinks and ice, tea bags, sugar, milk, etc

Cleaning and drying glasses after meals Checking inventory

2.2 Banquet Server: During my internship time, I had two opportunities to serve Asian — style banquet

with 150 — 250 guests With this type of banquet, guests often choose shared menu, so waitress/waiter must follow the process:

Picture 2.4 Setup of a table in Asian banquet - Setting up: round tables were set up 10 set for 10 pax per table Each set has:

an 18-20cm plate, a soup bowl, napkin, saucers, chopsticks, spoon, glasses In the center of the glass turntable, put salt and pepper shakers and decorate the flower vase

- Serving: After helping guests take their sitting, asking them for beverage orders Each waitress/waiter will collab with a runner food Follow the time your partner brings the food in the order of menu to make sure all the food on the menu has been served Sharing food for guests if guests require

- Clear the table and reset up 2.3 Ala carte restaurant server:

This position is another interesting added part in my internship Having had equal

division in the working shifts between Morning and Afternoon, I had chance to visit and

serve in order food restaurant - “Wok and Curry” in short time before being assigned

totally working in Prime Bar and Gmill Serving order menu needs to follow the tasks

below:

2.4, Greeting all arriving guests at assigned stations in a pleasant manner, making

them feel warm welcome

Understand and describe all menu items in offering menu recommendations upon request Remember to inform customers about the day’s specials Check items which are not available of the day with Kitchen and announce to

Remove spoiled dishes, keep tables, station areas clean

Requirements for the position: Understand the safety and Health regulations and sanitations Understand in using equipment and process of setting up a buffet restaurant Understand how to use and keep the restaurant’s facilities

Active listening and effective communication skills are required trainees giving full attention to what other people are saying, taking time to understand the points being made, talking to others to convey information effectively Anticipate guests’ need: Register client’s data allows server to define the guests’ demand A family with small kids may need a baby chair, a couple want a table with a romantic view Each requires a different language, space, and products Guessing the needs and providing personalized services is essential Handle guest inquiries, requests, and complaints

Strong organizational and multitasking skills

3 STANDARD OPERATING PROCEDURES: A standard operating procedure is a set of written instructions that describes the step-by-step process that must be taken to properly perform a routine activity SOPs ina restaurant ensure both front-of-house and back-of-house workers know exactly how to satisfy work requirements safely, efficiently, and professionally There are 4 main SOPs I have been trained during the internship:

3.1 Handle service tray in restaurant: 3.1.1 Prepare the Tray:

All trays must be clean and tidy, free from chips Check that the tray is well polished

Require preparing 2 kinds of trays: Serving tray and Setup tray Check that the tray cloth of Setup tray is clean and free of stains, tears and holes Serving trays do not need tray cloth

3.1.2 Holding the Tray: Small trays should be carried with one hand Big trays may be carried on shoulders or by two hands Place the left hand under the center of the tray with fingers spending out comfortably, ensuring palm keep the tray well balance

The left arm needs to be at a 90-degree angle to the body Elbow to be kept

close to the side

3.1.3 Moving with the Tray: Walk confidently and carefully Eyes always looking forward Always keep balance and not overloaded when carrying a tray Never leave a service tray on the guest table while providing service Avoid unbalanced stacking on the service tray to ensure the safety of the glasses or plates

3.1.4 Positioning objects on the Tray: The tallest glasses, heavy and hot items are positioned closest to waiter/waitress’s body for safety

The wine bottles are positioned on waiter/waitress’s body side and behind the glasses when serving

Make sure that the glasses cover no more than 80% of the tray

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3.2 Clean and set up table: 3.2.1 Prepare for clearing soiled plates:

Keep eye contact with the table and prepare to clear the soiled plates Only proceed when all the guests have finished their course, all plates, cutlery

and side dishes related to the dish must be removed If the item is served from the night, it must be removed from the right If it is not easy to reach from that side, shall collect items from the other side

Ensure good body posture Ask “Excuse me sir/madam, may I clear your plate?’ before taking customers’ plates

3.2.2 Clear the soiled plates: Ladies first, eldest to youngest, before the gentlemen With an open arm, pick up the first plate on the nght hand, turn slightly left and away from the guest and transfer the plate to the left hand

Put the thumb on the end of the fork, spoon, and knife

Move clockwise to the next guest Pick up the second plate with your nght hand

Use thumb, index finger and little finger to hold the first plate Transfer the second plate to the left hand Continue the process until you have reached the

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3.2.3 Clean and prepare for table set up: After clearing all dirty plates and cutlery on the tables, prepare wiping cloth, chemicals for cleaning and placemats

Use clean wiping cloth sprayed chemicals to remove spills, breadcrumbs on tables surface or chairs into a side plate

Check the placemats for correct size, no holes, laundry before using

Pull the chairs away so that you can freely walk around the table 3.2.4 Set up tables:

Lay the placemat down Put the folded napkin in the center of the placemat, the edge of the napkin should be 2cm from the bottom edge of the placemat

Place fork to the left of the base plate or napkin Place the knife to the right of the base plate or napkin with the cutting edge of the knife toward the plate or napkin

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