Báo cáo thực tập tốt nghiệp: Specialist skills and knowledge in hospitability industry at Hoa Binh 1 Hotel

LIST OF PICTURES, CHARTS AND TABLES Picture 1: Hoa Binh 1 Hotel and Restaurant Picture 2: Hoa Binh 1 Restaurant Picture 3: Hoa Binh Suite Room Picture 4: Hoa Binh Dluxe Room Picture 5: H

TABLE OF CONTENT

A DESRIPTION OF INTERNSHIP 5

I Hotel Introduction 5

II Business Operation 7

III Hotel Organization 8

1 Accommodation 8

2 Food and Beverage 13

3 Hotel Service and Facilities 14

B INTERNSHIP ACTIVITIE 16

I The Process Of Serving Guest At Hoa Binh 1 Restaurant Hotel 16 II Internship regulations at Hoa Binh 1 Restaurant Hotel 16

III Internship activities 18

IV The advantages, disadvantages, experiences of internship course 21

1 The advantages 21

2 The disadvantages 21

3 The cause of these disadvantages 22

C CONCLUSION AND SUGGESTION FOR INTERNSHIP 23

I Conclusion 23

II Suggestion 23

1 Suggestion For Internship Company 24

2 Suggestion For Future Internship Classmate 24

3 Suggestion For Foreign Language Department At AGU 25

REFERENCES 26

I am very grateful for her help because if there is no guidance and support This report will not be completed on time

Secondly, we would like to thank the leaders of Hoa Binh 1 Hotel and Restaurant and the sin the staff company's departments Especially the staff in the Administration Department, the Accounting Department, the Sales

Department, the hotel receptionist have enthusiastically helped, instructed and provided necessary documents for me to complete On-time essay, as required,

I would like to express my deepest thanks to the teachers of the Faculty of Foreign Languages of An Giang University for creating the opportunity for me

to work in a professional and friendly environment It not only gives me the opportunity to apply my knowledge to real life, but also accumulates work experience and prepares me well for my future Above all, I would like to express my sincere thanks to Mr Nguyen Chi Con and the staff in the Peace 1 guest I will always remember their kindness and valuable suggestions

throughout my practice I thank all the dear staff here for their enthusiastic cooperation and valuable comments Even so, their workload is very busy, but they still support and help me comprehensively Last but not least, I wouldn't

be anywhere without the support of my family members, especially my parents, who supported me when I got frustrated and failed live In short, I truly thank all people for supporting me to complete this internship report

LIST OF PICTURES, CHARTS AND TABLES

Picture 1: Hoa Binh 1 Hotel and Restaurant

Picture 2: Hoa Binh 1 Restaurant

Picture 3: Hoa Binh Suite Room

Picture 4: Hoa Binh Dluxe Room

Picture 5: Hoa Binh Superior Room

Picture 6: Hoa Binh Standard Room

Picture 7: Lobby A of Hoa Binh 1 Restaurant

Picture 8: Lobby B of Hoa Binh 1 Restaurant

Picture 9: First floor of Hoa Binh 1 Restaurant

Picture 10: 8th floor of Hoa Binh 1 Restaurant

Picture 11: 8th floor of Hoa Binh 1 Restaurant

Picter 12: Reception

LIST OF ABBRIVIATIONS

AGU: An Giang University

FO: Front Office

ID Card: Identify Card

VND: Vietnam dong

VAT: Value Added Tax

A DESCRIPTION OF INTERNSHIP COMPANY

I Hotel introduction

Hoa Binh 1 Hotel - Restaurant (Source: Hoa Binh Hotel - Restaurant 1)

· Hoa Binh 1 Hotel - Restaurant, which meets 3 star standard has affirmed its brand, quality and reputation in the area field Located

in the administrative center of Long Xuyen city, An Giang province,

on the main traffic road connecting the southwestern provinces and the Kingdom of Cambodia

· Restaurant - Hotel with a combination of restaurants, rooms,

convention centers, weddings, travel tours, passenger transportation

is located near shopping centers, night markets, pedestrian streets,

Restaurant Hoa Binh 1

The hotel is arranged to link each area

- The ground floor there is a reception hall for 100 guests, conference restaurant - wedding reception of 1000 guests

- The 1st floor: Release 300 guests at wedding conference

- The 2nd floor: Private dining room from 10 to 100 guests, health care area: Massage, steambath

- The 3rd to 7th floor: 60 rooms with 3-star standard (accommodating 120 guests)

- The 8th floor: Breakfast, Bar coffee Support services: Travel services, car rental, souvenir sales, featured products, aircraft looks, ships, cars

· Address: No 130 Tran Hung Dao, My Binh, An Giang Ward Long Xuyen city

· Province Reception department: 0296 6250 440

· Sales department: 0296 6250 434

Depurety derector

Security

Department

Kitchen Departme

Accoungting Department

Housekeeping Department

Gardener

Laundry Staff

*Organization chart

State- owned Hoa Binh Hotel and Restaurant 1

(Source: Office of corporate administrative organization)

- Director: 1 people

- Office of administrative organization: 4 people (2 Office, 2 Staff)

- Sale department: 6 people (1 Officer, 5 employees)

- Accouting department: 9 people (2 Officer, 7 employee)

- Security: 6 people (2 officer, 4employees)

- Hotel department: 19 people (4 officer, 15 employees)

- Deouty director: 1 people

- Restaurant department: 23 people (7 officers, 16 employees)

- Kitchen department: 14 people (1 officers, 13 employees)

III Hotel organization

1 Accommodation Kind of

room

Number

of room

Price (VND)

Room number

SUPERIOR 30 1.060.000 304,404,

504,604, 704,307, 308,407, 408,507, 508,607, 608,707,

708

01 room 24m2: 02 double bed, bath tub , water heater, mini bar, 32 inch TV, air conditioner, 02 phones, safe, wonder interior decoration, fruit, mineral water, fresh flowers, hairdryer

302,303, 306,402, 403,406, 502,503, 506,602, 603,606, 702,703,

706

01 room 24m2: 01 double bed, bath tub , water heater, mini bar, 32 inch TV, air conditioner, 02 phones, safe, wonder interior decoration, fruit, mineral water, fresh flowers, hairdryer

STANDARD 19 790.000 310,311,

410,411 412,510, 511,512, 610,611, 612,710, 711,712

-01 room 24m2: 02 single beds, bath tub, water heater,32 inch TV, air conditioner,02 phones, safe, hairdryer, woonden interior decoration, mineral water, back position hotel

309,409, 509,609,

709

- 01 room 24m2: 01 double bed, bath tub, water heater, 32 inch TV, air conditioner, 02 phones, safe, hairdryer, wooden interior decoration, mineral water, back position Hotel

SUITE ROOM

DLUXE ROOM SUPERIOR ROOM

STANDARD ROOM

• All rates are quoted for one room for one night, VAT and breakfast

• Check-in time 2:00 PM Check-out time: 12: noon

• Last check-out to 5:00 PM charge 50%, after 5:00 PM full charge

• Eight floor: Bar coffee serving breakfast (capacity: one hundred guests)

• Behind the ground floor hotel there is a swimming pool

• All rooms at Hoa Binh 1 Hotel- Restaurant are used with the magnetic key card software and are available with such services as: free parking, catering service to the room, fast laundry during the day, support for

booking the sightseeing tour in the province and exchanging air tickets, and car rental service Besides those services, it also has coffee shops on the hotel premises and accept payment method by credit card In addition, the room rate here is also relatively moderate and suitable for all people

Especially, the room rate include vat and free breakfast buffet for each guest That's the reason why Hoa Binh 1 Hotel-Restaurant is considered an ideal hotel for visitors

2 Food and Beverage

· Restaurant Lobby A: Located on

the ground floor of the hotel, it

is a suitable place to hold

weddings, festivals, and

conferences on a large scale

birthdays, conferences in small numbers

· 1st floor restaurant: Located at the 1st

floor of the hotel, which can hold

conferences, festivals, weddings with a

medium scale

· Restaurant on the 8 th floor Area

serving breakfast , coffee, buffet and organization weddings and

birthdays from 50 to 100 guests

3 Hotel Service and Facilities

Hoa Binh restaurant serves weddings, parties, birthdays at the private house with reasonable prices, quality dishes and standard and professional service with many attractives incentives

Hoa Binh restaurant serves rich and varied menu will make you satisfied when coming to Banquet serves of Hoa Binh 1 Hotel- Restaurant Beside tour

in the province, organizing tour for guests staying at the hotel, invluding the

Apart from providing the accommodation and food services, Hoa Binh 1 Hotel-Restaurant also offers some other amenities that meet guests'

satisfaction such as garden coffee, corner coffee & bar organizing attractive tours for domestic and abroad, massage room (body & foot), car rental, free parking, breakfast in room, laundry in day

Therefore, guests feel comfortable when they stay in Hoa Binh 1 Restaurant without any complains Guests will be served free buffet

Hotel-breakfast on the eight floor of the hotel (depend on quantity of guest stay in Hotel) where guests can enjoy panoramic views of Long Xuyen city with the fresh air of the morning

Hoa Binh 1 Hotel-Restaurant has a lot of services and also linking services The strength is hotel Guest rent rooms being able to use other services of hotel Besides main service as hotel, restaurant, conference, they have support service such as: massage, counselor tourism, southern amateur music, souvenir, plane ticket, train and car ticket, exchange foreign

The hotel is well-designed, convenient for tourists to come and visit as well as business people Customer could make a reservation on the internet

at Hoa Binh webside or Agoda webside Customer is also makes a phone to reservation

· The hotel and restaurant serve 24/24 or everytime the customer need

· In addition, hotel has not only good services but also modern facilities:

- Restaurant, conference banquet

- Retail sale of business products and services

- Restaurants and mobile catering services

- Sale of sightseeing tours

- Business Support Services

- Entertainment activities

- Transport of passengers by road and waterway

B INTERNSHIP ACTIVITIES

I The Process of Serving Guest At Hoa Binh Restaurant

I have always had an attention to the hospitality industry like hotel and restaurant that fosters me to spend my first internship experience at an

international three- star hotel as Hoa Binh 1 I hope that I can widen my

knowledge about expertise and practice my English competence for my future job Therefore, being to describe activities that I have learned and done during the time I was a trainee at Hoa Binh 1 hotel Through eight weeks at the hotel I was assigned to work at departments FO, working as a trainee there helped me practice English in other situations also have experiences to solve some

problem in hospitality industry To me, this first time internship was not easy especially when I was ask to work at the Hotel –restaurant Hoa Binh 1

Every day I worked 6 hours like other staff and had one day- off week Here are some my duties in morning and afternoon shift:

Morning: 7:00 am to 1:00 pm

Afternoon: 2:00 pm to 8:00 pm

The experience At The Front Desk Agent

II Internship regulations at Hoa Binh 1 restaurant – hotel

1 Uniforms for trainees

*Clothes

· The trainee has to wear white shirt

· The trainee has to wear button collar and long sleeved-shirt, black trousers

or dark pants

· Clothes must be straight, clean and tumble dry

*Hair:

· Women: the hair must be tied up neatly or put into mesh of hairpin

· Men: the hair needs to be tidy

Shoes:

· Women: wearing black shoes, seal nose with no more than three

centimeters for heels

· Men: wearing black shoes

2 Attitude and working style

· Greeting guests

· Smiling and expressing friendly attitude when communicating with guests

· Going and speaking softly

· Showing the respect for staffs in the hotel

· Having high learning spirit and always observing the instructor to

complete work well

· Restricting the use of cellphone in work

III Internship Activities

* Activities at Reception department

The reception department not only represents the face of the hotel but also plays an important position in business process of the hotel It is related to guests' personal information, booking services, checking in and out, telephone responding, money, documents Therefore, reception department plays a

decisive role in introducing hotel, promoting, attracting and retaining guests When I worked as a trainee at reception department, I did some things as follows:

▲The process of receiving and handing over shift

About 15 minutes before starting the new shift, the receptionist of the shift is in charge and the next shift will carry out the handover at the front desk

- Post-shift receptionist to check pre-circulation of the responsible shift - before handover

- Current shift will update the takeover shift with information about coming rooms - Reception will continue to announce locked rooms, empty rooms

- The front shift will hand over all the items outside the front desk such

as mailing cabinets and at the same time hand over the stationery

▲Prepare before picking up guests

- Based on the booking list passed by the reservation department, the receptionist holds the guests' information for convenient pick up

- Check with the Housekeeping department to make sure the room was cleaned Check in for guests

▲ Greet visitors

- If the guest has booked, ask the guest name, company name, who booked the guest and confirm on the computer If the guest is on the booking list, repeat the information about the stay time, the services that the guest has booked, book a tour for customers to reconfirm If there is no guest name in the list, you should notify the reservation department for handling

- For guests who have not booked, introduce the available rooms for guests to choose from

▲ Check-in procedures

+ For Vietnamese guests, please ID card of the guest and request guests

to deposit or pay all the room If it is booked by the company, the guest can pay the room fee when checking-out

+ For foreign guests, the receptionist asked to borrow the customer's passport After getting all the necessary information, if the guest is booked by the company, the Passport will be returned for convenience of travel because

the guest can pay when checking-out As for the case of self-payment,

customers are required to deposit or pay for the room and then return the

Passport, if the guest has not paid, the Passport will be kept

+ When receiving Passport or customer's ID card in order of room or having the necessary markings to avoid paying wrongly or forgetting to pay the customer

+ Guide guests to sign the registration form to confirm that guests are staying at the hotel

+ Remind guests about the time for breakfast, hotel services and hand over the room key to Bellman to lead guests to the room

+ Check-in procedures on the device and complete the customer's profil

▲ Declare temporary residence for guests

After checking-in, the receptionist enters the necessary information of guests into the temporary accommodation software At around 9:00 am, the receptionist at night shift will print out a list of guests staying for the day, check how many foreign guests, how many Vietnamese guests, how many couples, male guests, female guests, the total number of guests resident to declare temporary residence for guests

Beside that, I advise and introduce guests to use the hotel's services and provide guests with necessary information

▲ Check-out for guests

- Upon check-out, guests will hand over the room key to the front desk

- Receptionist contacted the room department to check if guests are using anything in the mini bar If the customer has used it, write it in the notes column in the check-out list and enter the amount on the machine Reconfirm the services that guests have used during their stay at the hotel