Ho Chi Minh city, Aug 2022 VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION INTERNSHIP REPORT IN FOOD AND BEVERAGE DEPARTMENT Supervis
INTERNSHIP PROCESS AT GRAND HOTEL SAIGON
Department - organization chart - 8< eee ee eee eee eeeeeeeeeeeeeeaeeaeeees 17 1 F&B
F&B ffiFood and Beverage Service) is the restaurant and beverage department in the hotel, responsible for providing food and drinks for diners and staff working at the hotel ffiespecially 4-5 star hotels), and providing birthday party services, wedding party, buffet for seminars, end parties
The F&B department in hotels is different from kitchens in motels, small- scale hotels, or other types of independent F&B businesses outside It can be a small bar by the hotel pool, a wine bar in the lobby area, a luxurious restaurant located on the hotel premises
It is a department that regularly serves a large number of guests but very few official staff Often before and during the event, the department will hire Casual staff to set up and serve the party
Each hotel has a banquet hall space, meeting room dedicated to Banquet, but sometimes customers can still request to organize a party in another space such as bars, restaurants, beaches (if conditions allow )
In addition to taking on hotel banquets, today hotel banquets also receive outside parties at a relatively high cost
In hotels, they often use the text BEO (Banquet Event Order) to connect, update full of information about customers, type of party, time between Banquet department and other departments (Sales, Housekeeping )
In the hotel business, F&B is the second highest revenue-generating division after room service Therefore, the organizational structure as well as the operation of the F&B department is a matter of great concern and arrangement
Depending on the size and characteristics of each hotel, the arrangement of personnel in the F&B department will also be different But in general, a complete F&B department will have the following positions
Chef de Asst.F&B cuisine Manager
Sous che Bà Hang em tee nie Head waiter waiter supervisor bakery Cock conn Gen Oise
Waiter or Room Waiter or waitress ca IS waitress
Scheme 2.1.2 Organizational structure of the F&B department
If the hotel's F&B department is organized and operates well, this will be a leverage to increase revenue from other services such as meetings, parties, Not only that, F&B also plays an important role in promoting culture, introducing the hotel's brand to a wide range of customers The main tasks of the f&b department in the hotel include ¥ Meet the dining needs of visitors
Food is an indispensable need of tourists Any traveller wants to experience the best culinary service, so the hotel cannot lack the F&B department The F&B department not only helps improve service quality, increasing the hotel's position, but also contributes to boosting revenue v Increase brand awareness with customers
According to statistics and reports of many hotels, F&B brings in the second highest source of profit, only after housekeeping services Besides renting a room to rest, guests will definitely spend money to eat in the hotel, not more or less Maybe it will be a hearty buffet evening, or maybe simply a cocktail at the bar Whatever your needs, it will help increase revenue for the hotel v¥ An important source of revenue for hotels
What is the third task of the f&b department in the hotel? A delicious meal, warm service staff, luxurious space, reasonable price will surely make guests satisfied and come back, and
"attract" more friends and relatives in the next time The hotel provides good service, delicious food will receive positive feedback and reviews from its own customers, which will greatly contribute to helping you become the number | choice in the eyes of consumers, thereby making the hotel's brand more deeply engraved in the minds of customers
- The internship period of interns is 3 months, more specifically in this internship has started from 1/6/2022 to 30/8/2022
- Atthe banquet department, there are 4 main jobs
Prepare and rearrange the hall according to information from the BEO voucher
- After receiving information from the text BEO (Banquet Event Order), the staff began to reset the hall to suit the criteria of tea parties, weddings, birthday parties, even conferences and dialogues between leaders
- One of the most important jobs of banquet staffis serving food and drinks and guiding diners to food courts for parties at events
- Whether the quality of service is rated well or not depends on the warm attitude, enthusiasm and willingness to support guests when needed
Clean up the party table
- After each event, banquet staff need to clean up the banquet table, make sure it is tidy, clean and ready for the next event
2.4 Difficulties and advantages of interning in the Banquet department
The jobs at the banquet are arranged in detail and thoroughly trained in process steps to help employees better understand the processes when they first start
The processes are carried out on schedule in terms of time to help the work be completed more quickly
Attitude and work ethic are always important when working at Grand Saigon Hotel Because this is the decisive factor to the quality of service and experience of customers
General cleaning is quite good because the staff regularly cleans, arranges logistics cabinets and neat, short-lidded bars
There is a janitor who cleans the floor in the hallway so that the passage is not too slippery with oil or leftovers
- About the attitude and service skills of employees
Smiles and uniforms are characteristic of Grand Saigon Hotel staff
There are always staff at the main door to welcome guests into the lobby, ready to show guests the way to their right table
Employees also care about small details to make customers most satisfied For example, actively take a tissue to put on the rotating glass when there are many female guests or babies in the table, or remember guests who drink ice water and always take care of ice for guests without having to be reminded, or actively guide the toilet when guests need it
25 a About the English communication skills of the desk staf
Grand Saigon Hotel has shift managers and supervisors with very good English proficiency The staff here can communicate in specialized English In particular, the team of interns from universities and colleges, so the ability to communicate in English is quite good b About the water service process
Each row of tables will be placed 2-3 mini bars separated by 2 to 3 tables to help staff conveniently serve water to guests before the ceremony as well as during the party until the end
Learn how to serve water and replace baby seats and children's glasses with highball glasses
Difficulties and advantages of interning in the Banquet department 21 2.5 Present lessons that are useful, the knowledge, skills, experiences learned at the
The jobs at the banquet are arranged in detail and thoroughly trained in process steps to help employees better understand the processes when they first start
The processes are carried out on schedule in terms of time to help the work be completed more quickly
Attitude and work ethic are always important when working at Grand Saigon Hotel Because this is the decisive factor to the quality of service and experience of customers
General cleaning is quite good because the staff regularly cleans, arranges logistics cabinets and neat, short-lidded bars
There is a janitor who cleans the floor in the hallway so that the passage is not too slippery with oil or leftovers
- About the attitude and service skills of employees
Smiles and uniforms are characteristic of Grand Saigon Hotel staff
There are always staff at the main door to welcome guests into the lobby, ready to show guests the way to their right table
Employees also care about small details to make customers most satisfied For example, actively take a tissue to put on the rotating glass when there are many female guests or babies in the table, or remember guests who drink ice water and always take care of ice for guests without having to be reminded, or actively guide the toilet when guests need it
25 a About the English communication skills of the desk staf
Grand Saigon Hotel has shift managers and supervisors with very good English proficiency The staff here can communicate in specialized English In particular, the team of interns from universities and colleges, so the ability to communicate in English is quite good b About the water service process
Each row of tables will be placed 2-3 mini bars separated by 2 to 3 tables to help staff conveniently serve water to guests before the ceremony as well as during the party until the end
Learn how to serve water and replace baby seats and children's glasses with highball glasses
In addition, sometimes employees always remember which guests need to drink ice to be able to meet the needs of customers c About the process of serving food at the table
Most of the staff here have been trained to share food for guests with share suits ffiforks and spoons) and do well
Most employees will introduce the name of the dish every time a new dish is available
Staff always give priority to guests who are children, adults, women and men Learn how to serve vegetarian guests or children under 4 years old
Staff understand the process of serving food at the table properly professionally as well as professionally
Diffuculties a About general cleaning of restaurants
The hallway behind the kitchen is easy to get dirty due to the frequent movement of employees and especially at the time of more staff parties
Since the majority of employees are interns , sometimes there will not be enough personnel if the hotel has too many tables or many parties at the same time c About the attitude and service skills of employees
Sometimes the staff does not have time to serve guests when guests enter the table at the same time too crowded
Sometimes forget to thank guests when cleaning dishes due to not having time to prepare dishes d English communication skills of desk staf
English communication skills are limited because the service staff are often students, students from different universities and colleges, so the level of English is different e The actual working environment is far from the theoretical one The theories learned in school are very different from the internship environment, there are even things that are extremely new or have never been heard or exposed to by students f Work pressure
The internship environment is very close to the working environment, although you get an instructor, the work is done and completed by you Making mistakes is inevitable and will receive critical feedback g Time pressure
The phrase "time billionaire" is probably not too strange when referring to students and is often associated with this audience But if you're an intern, you're doing two tasks at the same time In addition to ensuring learning in school, you must also complete the tasks assigned at the internship unit But every task takes time to perform and complete With the workload from the two tasks being so large that you are almost running on the deal, the main thing to learn is to control the workload and
23 time Sometimes you have to take advantage of even small time, changing things that have become your habit to ensure the completion of tasks
2.5 Present lessons that are useful, the knowledge, skills, experiences learned at the banquet department and how to overcome difficulties
2.5.1 Useful lessons and experiences learned at the banquet department
- After the internship, | gained more knowledge about hospitality as well as experience in supporting parties, meetings and conferences This is extremely valuable knowledge, it will help me have more opportunities to apply to restaurants after graduation
- In the process of working, being in contact with many customers including Vietnamese as well as foreign tourists has improved my English vocabulary and the way | communicate
- Have more knowledge about how to arrange, arrange and decorate for parties, meetings and conferences large and small
- From the difficulties encountered during the internship, you will learn a lot of practical experience Deepen your understanding of known problems, expand and absorb new things, learn more about the ability to link problems together to learn to be creative The things learned from practice are extremely large, overcoming old learned problems that are no longer suitable for practice, supplementing knowledge support for yourself
Chapter 2 outlines the internship activities, details the daily work activities as well as the knowledge during the internship at the unit The internship department here is the banquet set in the Grand Saigon Hotel From the preparation steps to the banquet service process and the end of the party will also be clearly stated, in addition, the daily work of the intern when interning here will be listed in the daily job description along with the presentation of practical solutions to improve the waitressing process at Grand Hotel Saigon to take advantage of the advantages point, overcome the remaining limitation in the current waitressing process for improvement
CHAPTER 3 RECOMMENDATION AFTER THE END OF THE INTERNSHIP
Through the process of practicing and working at Grand Saigon Hotel and realizing some situations about the waitressing process of the staff worsen the image of the restaurant in the eyes of customers
Develop professional requirements for the staff of the restaurant It is necessary to establish specific requirements for professional knowledge, service skills, foreign language communication for desk personnel Requirements should be systematized and widely disseminated to employees; at the same time summarized in the job description for recruitment
Only by building a clear system of professional standards, it invites candidates who meet the requirements and trains them to meet those requirements in the best way
Waitressing skills are how employees perform table set-up techniques and service techniques according to the restaurant's standard table service process Good service skills will contribute to showing the professionalism of the staff and determining the quality of waitresses To improve this skill it should be noted Instruct employees to be careful, annotate the order of dishes And the rules for sharing dishes in the sequence of 4 - 4-2 or4-3-3
Regularly organize short training sessions at the time of handover to guide new service skills for employees, to help employees learn more and facilitate each employee to present
26 personal questions to assist in solving the right problems they encounter
3.1.2 Improve employees’ foreign language communication skills
The desk staff at Grand Saigon Hotel is good at professional skills but 2/3 is limited in communication skills This is an urgent requirement for a waitress here
It is necessary to organize English proficiency tests of all employees in the form of question and answer and necessary to train staff and trainees to practice English sentences in the waitressing process before starting work
Ask employees to use English terminology to name food service items and utensils to help employees get used to this term
3.1.3 Improve the quality of food hygiene and safety