internship report in housekeeping department

After beng a Housekeeping trainee, I clearly understand the important role of Housekeeping Department in general and the responsibility of room attendants.. CHAPTER 1: INTERNSHIP PLACEME

VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

TON DUC THANG UNIVERSITY

Ho Chi Minh city, Aug 2022

ACKNOWLEDGEMENT

During the internship, I am able to learn a lot of practical experience from committee Housekeeping staffin Pullman Saigon Centre After beng a Housekeeping trainee, I clearly understand the important role of Housekeeping Department in general and the responsibility

of room attendants Through this internship in Housekeeping Department, I am more aware

of applying the thesis into practical experience

This project would not have been possible without the support of many people in Pullman Saigon Centre First of all, I would like to express my deepest gratitude to General Manager

of Pullman Saigon for giving me such a great opportunity of being a trainee for 3 months Many thanks to Housekeeping Manager of hotel, Mrs Thu, who read my revisions and gave

my feedback I wish to extend my special thanks to my supervisors in Pullman, Mrs Phuong, Mrs Thanh, Mrs Trang for your patience, guidance and support during my internship in Housekeeping Department My sincere thanks also goes to my committee members in the Housekeeping Department, who offered me first guidance

I would like to express my appreciation to my teacher for helping me finalize the project It

is impossible to complete my report without your instruction, your in-depth knowledge you provided and your detailed feedback Last but not least, I would not have a 3-month internship without the help of teachers of Hospitality Management in Ton Duc Thang University, especially Mr Le Hoai An who engaged and participated with positive response before and during the internship

TABLE OF CONTENTS

2 Front office 17

3 Food and Beverage 18

4 Sales and Marketing Department 18

1 Preparation of Tools and Equipment 22

2 Procedure of Housekeeping Room Attendant 23

2.3 AVANTAGES AND DISAVANTAGES 33

2.3.1 Advantages 33 2.3.2 Disadvantages 34

my time spent in working in the hotel and deal with some practical problems was well worth it This report is a rewarding result of my practical experience working as Housekeeping trainee in Pullman Saigon Centre.

CHAPTER 1: INTERNSHIP PLACEMENT PROFILE

1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION Pullman Hotels and Resorts is a multinational upscale hotel brand from France owned by Accor 1.1.1 Accor

Accor S.A is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties

With its headquarters in the Inmeuble Odyssey (Paris, France), Accor's management group - top

hotels in the world come from France.Accor Hotels was founded by Paul Dubrule and Gérard Pélisson in 1967

Over 50 years of non-stop development, Accor has owned over 4,800 hotels in the same resort

and apartment across all countries, with the desire to bring the quality of service on top of the

standard, to meet the demand and satisfy all the classes In addition, Accor development services

in food, entertainment and health care

2 Brands’ Accor

Hotels by Accor management are classified into the segment and brand clearly from the cheap segment to advanced level It owns and operates brands in many segments of hospitality: Luxury

(Raffles, Fairmont, Sofitel), premium (MGallery, Pullman, Swissdtel), midscale (Novotel,

Mercure, Adagio), and economy (ibis, hotelF 1)

LIMITLESS

BANYAN TREE ELAN Art Series ! NOVOTEL ibis

SLS VT swissôtel ANGSANA- adagio greet

E HOUSE OF

PEPPERS SEBEL

Picture 2 Brands’ Accor

3 Accor in Viet Nam

Accor — management group has appeared across Viet Nam for more than 20 years The first

hotel of Accor in Viet Nam was Metropole hotel, this is also the first hotel certified as a 5-star

hotel from the Vietnam national administration of tourism

In Vietnam, Accor is managing 11 hotels with the brands Sofitel, 3 Pullman, 1 MGallery, 3, Novotel, 2, Mercure and 3 Ibis

1.1.2 Pullman Saigon Centre

1 Company overview

In January, 2014, Pullman started opened for serving customers

Pullman Saigon includes 3 basements and 30 floors with 306 rooms classified by different

standards Pullman Saigon Centre is invested by Saigon Tourist and Liberty that is managed by Accor Group

The hotel is divided into multiple wide, luxury and comfort areas Each room is individually designed to bring a sense of comfort for visitors In addition, it is also the ideal place to explore

the cuisine processed by full of the creativity of professional chefs

2 The meaning of Logo

The symbol is one of the major components of the brand block In particular, its design transmits the fundamental values of the brand: cosmopolitan, stylish, vibrant It expresses the positive duality of the business/leisure concept This paradox is experienced as a perfect balance, as with the concept of “yin and yang”

ye vilman

Picture 4 Pullman logo

international

Picture 5 Prime location of Saigon Centre

Moreover, from the hotel, visitors can walk to Entertainment street (A vibrant street full of

restaurants, souvenir shops, bars & spas open until late) in 10 minutes — less than 200 m The

city’s most famous market can be accessed within an 8 minute walk from the hotel

Some tourist destination near the hotel:

Notre Dame Saigon — 1.5 Km

Opera House — 1.5 Km

Reunification Palace — 2.5 Km

War Remnants Museum — 2.5 Km

1.2 HISTORY AND DEVELOPMENT

8/1/2014, hotel pullman saigon centre was officially opened in District 1, Ho Chi Minh City, Hotel Pullman Saigon Centre hotel is a premium pioneer of brand Pullman of Accor in the South East Asian region Pullman Saigon Centre bears characteristics of a modern brand grasping the

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+

trend of today's travelers incorporating both at work and travel Pullman Saigon Centre

comprises 306 rooms including 17 luxury suites The room type with an 34 - 160 m2 area is

designed in the style of art decoration There are also functions such as conference rooms,

restaurants, fitness center

1.3 HOTEL AND OUTLETS DESCRIPTION

1.3.1 Hotel and outlets description

Executive management:

Executive management includes: General director (General Manager — GM), Deputy general director (Deputy General Manager — DGM), Secretary (Secretary) or Assistant manager (Assistant) to the director General

Members in this Department are responsible for managing and operating the entire hotel operations Besides, they ensure contact and deal with problems between heads of hotels and investors

Front Office:

The front desk is the person most exposed to the customer So the reception also play an important role in assisting the board of directors to outline business strategy, marketing and product finishing

Housekeeping:

Housekeeping departement plays a crucial role in ensuring the quality of service and the satisfying experience of customers

Food & Beverage

The main role of The food and beverage department (F&B) in the hotel is to serve the dietary needs of guests staying With respect to hotels, F&B plays a big role in bringing revenue and promoting the brand in general Parts F&B services includes the following:

buffet with live 06:00AM — 11:00

FOOD 211 seats — cooking show On the 3rd AM)

BUFFET private rooms breakfast, lunch 02:30PM (Sat, §

MAD COW including 01 Grill, Tapas, On the | 6:00 PM — 11:00PM

2 WINE AND private rooms Wine 30th floor daily except on

3 | LOUNGE — Pop up 86 seats an affordable ground =| 07:00AM~12:00AM

Location:

A pleasurable on the

URBANE

environment to ground

4 LOUNGE - 86 seats 07:00AM~12:00AM

entertain and floor,

LOBBY BAR

relax indoor and

outdoor

Vibrant meeting On the

5 ROOFTOP BAR 50 seats hub with 31st floor 6:00PM — 11:00PM

stunning city | (connected

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Cool refreshments, | On the 6% | 10:00AM~10:00PM 10: POOL BAR cocktails and

floor snacks available all day

24 hours daily ROOM SERVICE

Opened from

6:00AM to 10:30 PM

LOUGH refreshments, On the 6:00AM to

cocktails, coffee | 30th floor 10:30PM

supporting the board of directors to associate other businesses

12 Table 1 Outlets’ of F&B in Pullman Saigon

Kitchen: The main role of Kitchen is to provide delicious dishes to customers

Sales & Marketing: Specific role of this departirement is to introduce hospitality services and the other services to the market through marketing activities and sales strategy logic

Sales and marketing: staff approach potential customers and convert them into loyal customers over time In addition to that function, the marketing and sales department also hold the role of

Finance and accounting: Department Financial accounting plays a controlling financial volatility hotel, assists the director in planning business strategies, optimizing costs, managing risk, and takes responsibility for the obligations imposed on The state

Administration — Human Resource: The role of the HR department of the hotel is the recruitment,

training, evaluation, organization of labor and wages They help hotels operate stable, efficient staff and ensure revenue and profit

Engineering & maintaining: The role of the technical department is to ensure the electrical system, water, machinery equipment, such as sound, light, works fine

Information technology: The role of the IT department in the hotel is organization, management

and system deployment, information technology in hotels

Security: The role of the security department hotel is to ensure the safety for customers, staff and assets of the hotel

Sport & Entertainment: The role of parts, sports and leisure is the most responsive demand customer experience at accommodation establishments

1.3.2 Introduction of products and service in Outlet students have an internship Pullman Saigon, there are 306 Pullman signature rooms and suites All the rooms have glass doors from floor to ceiling looking out to the city view and the door can not open

NUMBER OF ROOMS ROOM CATEGORY TWIN DOUBLE TOTAL

Table 2 Room category

Room Amenities include:

Free WIFI and cable Internet

IPTV integration with guest’s own device

Complimentary in-room water

Coffee / tea making facilities

Minibar / in-room safe

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+ Rain shower / bathtub

+ Accommodation and breakfast are free for 01 child less than 12 years old, sharing parents’ room + Spacious, 35m2 large room with contemporary design

+ Comfortable Pullman signature bed

+ 40inch LED IPTV with international channels and integration with guests’ device

+ Vibrant city view from all rooms

+ Free access to fitness (open 24 hours), outdoor swimming pool, Jacuzzi and sauna

- Types of rooms:

1 Stylish Superior Room (9-2 1F): 154 rooms Each room has an area of 35m2 Interior featured

amenities include 01 large beds/02 single beds, bathroom stand The room can accommodate an extra bed if the customer request From all rooms, customers can see the vibrant view of city

Picture 6 Stylish Superior Room

2 Modern Deluxe Room (9-24F): 80 rooms Each room has an area of 35m? large Interior

featured amenities include 01 large beds/02 single beds, bathtub, coffee machine The room can

accommodate an extra bed

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Picture 7 Exclusive Executive Room

3 Exclusive Executive Room (25-29F): 55 rooms are located at a higher position from the 25th floor to the 29th floor Each room has an area of 35m2 large Interior featured amenities include

01 large beds/02 single beds, bathtub, coffee maker, Yoga mats, hand weights, desk, ironing The room can accommodate an extra bed

Picture 8 Exclusive Executive Room

4 Executive Suite: the Number of 12 rooms Each room has an area of 70m2 Interior featured amenities include 01 large beds/02 single beds, bathtub, coffee machine The room can accommodate an extra bed

5 Pullman Signature Suite: the Number 04 Each room has an area of 70m2 and is designed in the

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style characteristic of Pullman Interior featured amenities include 01 large beds/02 single beds,

bathtub, coffee machine

Picture 9 Pullman Signature Suite

6 Presidential Suite: the Number of 01 The room has an area of 140m2 Interior featured amenities include 01 large beds/02 single beds, bathtub, coffee grinder It has spacious living room, dining area and study room and master bedroom and an additional bedroom

Picture 10 Presidential Suite

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1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION 1.4.1 Organization Chart

Personal Assitant to GM is the right hand of GM He helps him in administering the gonvernace

of the hotel and makes all necessary decisions when GM is not present on the premise

Guest Experience Manager: By monitoring daily experience performance and guest feedback, representing guests inside the hotel, and assisting the general manager in meeting objectives for the hotel's online reputation and guest experience, this position's primary goals are to

continuously improve and operationally implement both

2 Front office

Front Office Manager: responsible for managing the entire operation of the front desk, to make effective the right standard of quality hotel services They are also responsible for building workflow, work assignment, performance evaluation, welcoming VIP guests, unions, customers, loyal customers in the long term Front Office Managers handle the complaints of customers Moreover, They also take part in recruitment and training of personnel for the department

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Assitant Front Office Manager: responsible for handling the work of the reception department when Front Office Manager is absent

Front Office Supervisor: responsible for arranging, supervising and coordinating the work of personnel department reception They also meet VIP guests, staff training and solve complained

of guests

Welcomer Supervisor: responsible for opening/closing door for customers, welcome customers

to come and say goodbye when guests come Welcomer Supervisor also support customer to call taxis for guests, providing information about the hotel or the local tourist attractions, ensure the sanitary in the front areas and doors, and security in the region

Chief Concierge: are responsible for management and delivery of press publications, handling correspondence, customer support stay

Executive Floor Manager: is responsible for meeting, dealing any problems with VIP customers

on Executive Lough on 30th floor

3 Food and Beverage

Food and Beverage Manager: Responsible for managing the entire operation related to food

from restaurants, bar

food and Beverage Supervisor (Food Connexion Supervisor, Urban Lough Supervisor, Madcow Wine and Grill Supervisor, Banquet Captain): responsible for the entire operation of the restaurant, from employee management, asset management, commodity management, service standards, and solve problems and complaints of customers

4 Sales and Marketing Department

Sales and Marketing Manager: are responsible for establishment and implementation of business

plan They also market research, customer trends, make business strategy suitable for each

period and each phase Besides They take part in planning, management, brand promotion, advertising images And last but not least Sales and Marketing Manager manage your sales, boost sales and report periodically to the General Manager

Sales Manager - MICE, Meeting & Event: The primary responsibility of the MICE Sales Manager is to market the hotel and, when possible, other hotels in the group to produce ideal sales under the most favorable circumstances for the business The MICE Sales Manager will also be responsible to the Director of Sales & Marketing for the Corporate Section and all Sales Personnel within the section

Sales Manager — Corporate: Corporate sales managers are in charge of the day-to-day operations of a company's sales force, the creation and implementation of annual sales plans, the

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