Topic describe the process of buffet in the club and evaluate the customer experiences in food and beverage department at intercontinental saigon hotel

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION DAI HOC TON BUC THANG Topic: Describe the process of buffet in the Club and evaluat

VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

DAI HOC TON BUC THANG

Topic: Describe the process of buffet in

the Club and evaluate the customer

experiences in Food and Beverage

department at InterContinental Saigon

| Ho Chi Minh city, Aug 2023 |

ACKNOWLEDGEMENT This is a report session that records most of the theoretical and practical knowledgethat I had the opportunity to guide and learn at the Club Department (Lounge) at InterContinental Saigon Hotel from June 1, 2023 to August 31, 2023

First of all, I would like to thank Ton Duc Thang University and all the teachers in Faculty of Business Administration, especially Hotel Management

During the time since I started studying at the school until now, I have received a lot of attention and help from teachers and friends, Special thanks to Mr Nguyen Quoc Loc and

Ms Tram Anh facilitated and taught me the best practical knowledge, as a basis for me to apply in real life Second, I want to thank all the staff atInterContinental Saigon Hotel has always supported and guided enthusiastically,

During my internship and gave me a lot of opportunities to collide and learn

More about the hotel industry Finally, I would like to express my sincere thanks sent to Ms Nguyen Pham Nhu Trang who has always followed and supported me to complete report Once again, I wish all the teachers of the Faculty of Business Administration good health and

succeed in their careers

CHAPTER 1: GENERAL INFORMATION 4

1.1 ABOUT THE COMPANY 4

1.1.2 © AWARDS OBTAINED 7

12 HOTEL’S SERVICES AND PRODUCTS 8

1.3:ORGANIZATION STRUCTURE AND EXPLAINATION ii 13

CHAPTER 2 AN OBSERVATION DURING THE INTERNSHP 17

2.1.ORGANIZATION CHART OEF CLUB INTERCONTINENTAL LODUGE 17

2.1.2 ROLE AND EFUNTION OF CLDB LODGE DEPARMENT ii 17

2.1.3 THE PROCESS OF 20

2.2 ADVANTAGES AND DISADVANTAGES wi 2l

2.3 LEARNING QOUTCOMES HH HH HH HH Hiên 23

CHAPTER 3 RECOMMENDATIONS 25

3.1 RECOMMENDATIONS TO THE HOTEL cesses neesitessesssesnesnees 25

3.2 RECOMMENDATIONS FOR UNIVERSITY 26

CONCLUSION - 27

INTRODUCTION The Covid-19 pandemic taking place in 2020 has had a strong impact the world economy and

Vietnam, especially in the field of tourism and hotel industry In 2019, Vietnam was among

the 10 fastest growing tourism countries in the world, with more than 18 million international

visitors and 85 million domestic tourists, but when the Covid-19 pandemic

The number of international tourists decreased by 22% in the first quarter of 2020 (compared

to 2019 figures) Accompanied by that, the occupancy rate of the hotel industry is about 20%

in 2020 and less than 10% in 2021 But thanks to preventive measures and vaccines, the

Covid-19 epidemic situation has been controlled and the economy has gradually recovered

since the end of the year 2022 and 2023 Thanks to that as well as the school and teachers

facilitated, I had the opportunity to practice at InterContinental Saigon, a prestigious 5-star

hotel in Saigon through the internship, I had a better view of the hotel environment and

practiced both

FO and F&B So, the topic I chose is Describe the process of buffet in the Club and evaluate

the customer experiences in Food and Beverage department at InterContinental Saigon Hotel

Moreover, I know the importance of close cooperation between employees in same

department to arrive at the best results at work This internship helps a student majoring in

hospitality management like me can see the most challenging and exciting things in my

profession and at the same time see the difference and similarity between the knowledge

learned in university compared to reality Thereby, I am more properly oriented for my

future

So my report will be divided into 3 main parts:

Chapter 1: General Information

Chapter 2: An Observation During The Internship

The hotel is renowned for its sophisticated design, impeccable service, and prime

location, making it a preferred choice for both business and leisure travelers

Established in 2009, the InterContinental Saigon Hotel has quickly become an iconic

landmark in the city It offers a blend of traditional Vietnamese charm and

contemporary elegance, creating a unique and memorable experience for its guests

The hotel boasts 305 well-appointed rooms and suites, featuring modern amenities

and breathtaking views of the cityscape.The InterContinental Saigon Hotel offers a

wide range of dining options to cater to every palate The esteemed dining venues

include the Market 39 restaurant, renowned for its international buffet and interactive

live cooking stations, and Yu Chu, an upscale Chinese restaurant serving authentic

Cantonese cuisine The hotel also features the Purple Jade bar, a chic and trendy spot

for enjoying signature cocktails and live music.In addition to its exceptional dining

options, the InterContinental Saigon Hotel provides an array of recreational facilities

for guests to indulge in

These include a state-of-the-art fitness center, a luxurious spa offering a range

of rejuvenating treatments, and a stunning outdoor pool surrounded by lush greenery

In addition, InterContinental Saigon also has a Residences-apartment complex with

260 rooms, from the Ist to the 31st floor, providing flexibility and convenience for

customers at Market 39; demand to stay long-term The hotel strategic location in the

heart of Ho Chi Minh City offers easy access to popular tourist attractions such as the

Notre Dame Cathedral Basilica of Saigon, the Saigon Opera House, and the historic

Ben Thanh Market

Contact:

Name: InterContinental Saigon Hotel

Address: Corner Hai Ba Trung St; Le Duan Blvd, District 1, Ben Nghe

Ward, HCMC Tel: (028) 3520 9999 Fax: 0306631398

Email: training@icsaigon.com

Figure 1.1 Development history of the IHG

According to the latest statistics, 18 famous hotel brands worldwide are owned and operated by IHG, including Six Senses, Regent, InterContinental Hotels & Resorts,

Vignette collection, Kimpton Hotels, Hotel Indigo, Voco, Hualuxe Hotels & Resorts,

Crowne Plaza, Iberostar Hotels & Resorts, EVEN Hotels, Holiday Inn Express, Holiday

Inn, Avid, Atwell Suites, Staybridge, Holiday Inn Club, Candlewood

LHG boss

RESORTS

eee REGENI NIGNETTE KIMPTON iwinico VOCO

Xa EVEN EM ff avid SUN esi EE oe

IHG 4%

(Source: IHG Hotels & Resorts)

1.1.2 ˆ AWARDS OBTAINED

¢ Oscars of the Tourism Industry 2018

¢ Vietnam's leading luxury hotel with Spa services 2016 voted by World Luxury Spa Awards 2016

¢ Asia's Leading City Hotel 2016

¢ Vietnam's leading event and conference hotel 2016

¢ Vietnam's Leading Business Hotel 2016

Figure 1.2 Illustration of awards of InterContinental Saigon Hotel

1.2 HOTEL’S SERVICES AND PRODUCTS

*Products and services of InterContinental Saigon:

SPA: Operation Hour: 10:00 AM - 8:00 PM Escape the busy streets of Ho Chi Minh City and indulge in a refuge of tranquility at Spa InterContinental, located on the third floor of InterContinental Saigon Hotel With signature massages, premium facials, pampering body scrubs, these professionals know what it needs to take customer’s relaxation to the next level FITNESS FACILITIES: Open 24 hours a day and spanning over 100 square

meters of InterContinental Saigon Hotel's third floor, with the fully equipped fitness facility gives customers everything customers need to comfortably work out at any time of the day and every day in the center of Ho Chi Minh city Framed by floor-to-ceiling windows and flooded with

natural light, this is an area where health reigns

POOL: Adjacent to the fitness center, take a dip in InterContinental Saigon Hotel's expansive outdoor swimming pool, complete with deck chairs for lounging and an

attendant on staff for drinks and small bites From 6AM to 9PM, enjoy laps in this 20-metre- long beauty, complete with a view of the flanking high rises for a mix of privacy and excitement, right in the heart of Ho Chi Minh City

Meetings and Events :

InterContinental Saigon Hotel and resorts is the premier meeting venue in the city Offering the latest audio-visual equipment in Saigon, these elegantly-furnished banquet and meeting spaces are all located on the same level for your convenience Meeting rooms range from 30 sqm to 818 sqm in size, with a majority featuring abundant natural light The Grand Ballroom

is perfect for themed dinners, gala events and stylish weddings for up to 600 people in banquet style With a meeting area arranged separately on one floor, customers can conveniently travel and exchange without interrupting the meeting The meeting rooms are fully equipped with sound, projector lighting system, whiteboard with all the requirements that guests need about the meeting room such as printing documents, information will be answered and provided at the Business center right on the 2nd floor

Parties are an indispensable form here Guests will be provided with a variety of information about Chinese, European, buffet and request everything for the type of party they desire

Food & Beverage

InterContinental Saigon Dining is the place to bring customers a diverse and unique culinary world At InterContinental Saigon Dining, customers can enjoy the variety and quality of culinary options at three of the hotel's top restaurants: Market 39 offers a classy buffet, Yu Chu creates a Chinese dining experience-Unique Cantonese with All-You-Can-Eat dim sum, Peking duck, and Basilico is the ideal destination to enjoy Italian cuisine with traditional Italian dishes

*Room type description:

Intercontinental Saigon Hotel is 20 floors high with 305 hotel rooms, the price of

rooms ranges from 2,500,000 VND - 11,000,000 VND and is classified into the following room classes: Club Intercontinental Suites: includes 4 types of rooms with different sizes

as follows:

+ Club Intercontinental Deluxe Suite: Area of 66m2 It features a double bed, seating area,

bathroom with bathtub & shower

Figure 1.3 Hlustration of Club room at InterContinental Saigon Hotel

+ Club Intercontinental Deluxe Corner Suites: Area of 75m2 It features a double

bed, spacious seating area, bathroom with bathtub & shower

+ Club Intercontinental Executive Suites: Area of 158m2 It features a double bed,

has a spacious living and dining area, and a bathroom with a bathtub & shower

+ Club Intercontinental President Suites: Area of 202m2 It features a double bed,

has a spacious living and dining area, and a bathroom with a bathtub & shower Maximum

capacity 03 people including children Guests in this room class enjoy exclusive access to the

Club Lounge

The area is 38m2 Room features double bed/02 single beds, bathroom with bathtub

& shower Guests in this room class enjoy exclusive access to the Club Lounge Maximum capacity 03 people including children

Superior Class:

The area is 38m2 Room features double bed/02 single beds, bathroom with bathtub

& shower Maximum capacity 03 people including children

Deluxe Class:

The area is 38m2 Room features double bed/02 single beds, bathroom with bathtub

& shower Maximum capacity 03 people including children

Deluxe Comer King Class:

The area is 39m2 It features a double bed, bathroom with bathtub & shower

Maximum capacity 03 people including children Please note: This room cannot

accommodate an extra bed

*Gastronomy:

Market 39 Restaurant:

The restaurant serves a seafood buffet with a variety of culinary options from 7

interactive kitchens, serving the much-loved French, Vietnamese and Asian dishes Location:

Ground floor of the hotel

Location: Ground floor

Uptime:

+ From Monday to Friday: 11:30 - 14:30, 18:00 - 22:00

+ From Saturday to Sunday: 10:30 - 14:30, 18:00 - 22:00

Recreating the romance of a bygone era, The Library offers visitors an attractive

snack menu throughout the day

Location: Ground floor

Open hours: 07:00-00:00 14

Piano performance time: Tuesday to Saturday: 18:30-21:30

Jazz performance time: Wednesday to Thursday: 18:30-21:30

Afternoon tea service hours: 14:00-18:00

Bar Purple Jade:

Serving cocktails, wines, beers with a stylish and trendy atmosphere

Location: 1st floor

Operating hours: 17:00 - 01:00 (Happy Hour Buy 1 Get 1 Free: 17:00-20:00)

Club InterContinental:

Club InterContinental Lounge is the destination to experience when staying at

InterContinental Saigon This is a classy and unique space, exclusively for business

customers and those who are especially interested in high-quality service and attention to

detail In addition, Club InterContinental offers guests magnificent views along with state-of- the-art facilities for partner meetings and meetings Club InterContinental Lounge welcomes guests from 6 am to 10 pm and is staffed with professional service It offers a menu with a

wide selection of excellent food and drinks, ensuring a great dining experience for customers With a location on the 19th floor, customers can enjoy not only delicious food but also

admire the beautiful panorama of the city

1.3:ORGANUZATION STRUCTURE AND EXPLUAINATION

General Manager Hotel Manager

Director Finance &

Front office Health Club Housekeeping

( Hotel & & Spa ( Hotel &

Restaurant Bar & Banquet

Manacer

General Manager: The General Manager is the highest position holder, responsible for:

" People: Set performance and development goals for team members and provide mentoring, coaching, and regular feedback to enhance performance Monitor HR related actions in accordance with company rules and policies

" Finance: Financial analysis to drive revenue, future profitability and maximum return on investment

" Responsible Business: Ensure a safe and secure environment for guests, colleagues and hotel property Serve as a public relations representative to increase awareness of the hotel and the brand in the local community Promote and coordinate team members into organizations, activities and businesses for the community Develop and implement environmentally conscious action plans by taking steps to reduce your hotel's carbon footprint

Hotel Manager Responsibilities: Monitor personnel performance, including front desk staff, kitchen staff and

office staff and other departments Conduct regular reviews to help improve customer service and ensure compliance with health and safety codes Resolve issues that arise related to hotel services, amenities and

policies Participate in financial activities, including setting room rates, budgeting, and allocating funds to departments

Food & Beverage Department

Providing culinary services to guests staying at the hotel as well as visitors, organizing banquets on request such as weddings, birthdays, meetings and conference meetings, award ceremonies, etc

The culinary department has a plan to ensure and improve the quality of the hotel's cuisine In there: Kitchen: is the department that manages and plans to develop menus in the hotel, receives different requests from guests and adjusts accordingly Banquet: the departm ent specializing in organizing events, meetings and serving all kinds of parties, carefully preparing rooms and ready-made tools and equipment for events and organizing catering services as required pre-requested request from the customer And Banquet always works closely with guest departments such as engineering, security, Housekeeping, etc to have the

most attentive service

Human Resource Department (Human Resource)

Manage the entire human resource of the hotel, ensure adequate and reasonable allocation of the number of

employees to departments in the hotel: Develop workplace procedures and regulations and coordinate with control departments Planning for recruitment, training and human resource development Research and draft work procedures Plan social activities for all employees and be responsible for controlling the implementation

process

Sales and Marketing Department (Sales & Marketing)

Planning business and marketing strategies, maintaining and finding customers to improve room occupancy, marketing budget estimates The department carries out activities to promote the hotel's image to potential

customers and maintain customers’ trust in the brand In addition, this is the department that focuses on researching the market, tastes, religious or cultural characteristics of customers to have a reasonable service direction

Sales and marketing departments make business plans and reports on the sale of accommodation and conference rooms, follow up and listen to guest requests and coordinate with other departments to have a suitable arrangement about the time and conditions of the hotel

Finance department

Plan and control the revenue and expenditure situation of the hotel In considering the expenses incurred from

the hotel, plan and remedy the excess incurred costs, track sales

Technical maintenance department (Engineer)

Ensure the operation of equipment in the hotel, plan periodic maintenance, report damage and repair The department is responsible for changes and repairs when the teams verify the safety standards of the equipment

in the hotel, fire safety, etc

Front Office deparment

This is the face of the hotel, responsible for front desk operations, welcoming guests and guiding guests in the lobby, managing reservations, check-in and check-out activities, mastering common guest requests, create a good first impression of the hotel

Receive inquiries and respond appropriately to customers, handle and deal with guest complaints, and request appropriate response within the area of responsibility This is the brains department, requiring coordination with other departments in the hotel, grasping information of all departments to report back to superiors as well

as having enough information to provide customers when needed set In addition, the department is also responsible for the telephone switchboard

Security Department (Securi

This is the department responsible for the safety and security of guests as well as employees in the hotel Always plan and control security operations during events as well as normal activities at the hotel

Housekeeping department

As a part to look after and care for customers, including:

= Laundry department (laundry): in charge of linen products for employees and customers

of the hotel for serving the needs of customers on a daily basis

" Florist: take care of all the fresh flowers displayed in the hotel, take care of the lawn, accept flowers for parties and meeting rooms or make flowers at the request of guests

* Uniform department (uniform): specializes in responsible for uniforms, bedding for all hotel staff and provides sewing services when necessary