Improving the quality in recruiting serving staff in Paloma Café

First of all, I would like to present my gratitude to Ms. Nguyen Phuong Hoai, M.A as my supervisor who has guided me how to start and operate my research, to conduct a great plan to write my report. She has also supported and provided a lot of useful knowledge to me. Without her help, my report would not be completed. I also would like to express my special thanks to The Management of Paloma Café , especially Mr. Hoang Van Vinh and Ms Cao Thi Tuyen for all their documents and support. After the internship course, I have gained several working skills for myself and be able to start my work at the lowest level. Besides my advisor, I would like to express my thankfulness to all the members of my group for their encouragement, insightful comments, and friendly assistance. Once again, I offer my regard and blessings to all of those who supported me during the period of internship and composing the report.

Nguyen Thanh Hue - CQ493831 – BE49A ACKNOWLEDGEMENTS First of all, I would like to present my gratitude to Ms. Nguyen Phuong Hoai, M.A as my supervisor who has guided me how to start and operate my research, to conduct a great plan to write my report. She has also supported and provided a lot of useful knowledge to me. Without her help, my report would not be completed. I also would like to express my special thanks to The Management of Paloma Café , especially Mr. Hoang Van Vinh and Ms Cao Thi Tuyen for all their documents and support. After the internship course, I have gained several working skills for myself and be able to start my work at the lowest level. Besides my advisor, I would like to express my thankfulness to all the members of my group for their encouragement, insightful comments, and friendly assistance. Once again, I offer my regard and blessings to all of those who supported me during the period of internship and composing the report. i Nguyen Thanh Hue - CQ493831 – BE49A EXECUTIVE SUMMARY The catering service plays an important role to social life of the developed countries. There are more and more enterprises investing in restaurant business. Although it requires a large number of labour force, most of restaurants are in lack of employees who master in professional skills, foreign languages, sence of work, etc. Therefore, it affected on the quality of service as well as business efficiency. Paloma Café is a representative for the restaurants who have to face with this problem. During the internship period, working as a waitress in Paloma Café, the researcher got some information and data to analyze the problem of the restaurant and suggest some recommendations as solutions for these shortcomings. The report bases on the knowledge and skills which the writer has got for 7 courses at university and the document from the company’s Accouting department. All the contents of this report are on purpose of answering the question of improving the quality in recruiting serving staff in Paloma Café It aims at two main factors: • Recruitment methods: including advertising, screening profile, filling vacancies with suitable applicants, conducting interviews and selecting. • Treatment policies: including contract, probationary period, salary, bonus. ii Nguyen Thanh Hue - CQ493831 – BE49A TABLE OF CONTENTS ACKNOWLEDGEMENTS .i EXECUTIVE SUMMARY .ii INTRODUCTION .1 CHAPTER I: INTRODUCTION OF PALOMA CAFÉ 4 1.1.1 Foundation and development 4 1.1.2 The management structure of the company .5 .8 CHAPTER II: THEORETICAL FRAMEWORK .9 2.1.1 The overview of the catering service in Vietnam 9 2.1.2 The role of catering service for the economy 11 2.2.2 Recruitment and selection 13 2.3.2 Policies to keep employee .16 CHAPTER III: ANALYSIS AND FINDINGS .19 3.1.2 Responsibility to work .28 3.2.1 Unstable quantity of employee .29 3.2.2 Low quality of employee .31 3.3.1 Recruiting method of the restaurant 32 3.3.2 The treatment policies .33 CHAPTER IV: RECOMMENDATIONS 36 iii Nguyen Thanh Hue - CQ493831 – BE49A CONCLUSION 40 APPENDIX REFERENCE iv Nguyen Thanh Hue - CQ493831 – BE49A LIST OF FIGURES, TABLES, AND CHARTS Figures: Figure 1: Restaurants of The SaiGon – Deli Limitted Company ……………. 5 Figure 2: The Human Reasource Management…………………………… 14 Tables: Table 1: The quantity of employees at Paloma Café – the floor 5, Vincom Tower from April to July, 2011………………………………………………23 Table 2: The pay rolls of many restaurants in the Floor 5, VinCom Tower, 191 Ba Trieu st…………………………………………………………………….28 Charts: Chart 1: Serving process of Paloma Café…………………………………… 6 Chart 2: Recruiting process………………………………………………….16 Chart 3: Startling facts regarding the reasons businesses lose customers….21 v Nguyen Thanh Hue - CQ493831 – BE49A INTRODUCTION Introduction of research topic One of the survival element of an enterprise is product’s quality. Beside the capital to invest in facilities, human resources is also an essential issue in order to ensure that the customer satisfies with the quality of product. Especially in catering service, it requires a large number of direct labour force, which is one of the most important and irreplaceable factors to ensure the service. Therefore, enterprises have to organize and manage their employees reasonably. As well as many other restaurants, Paloma Café , under The SaiGon – Deli Limitted Company, has had strong changes in human resources. However, in the context of that country’s economy and catering industry are under-developed, in order to maintain the development and business effectiveness, Paloma Café has to study to innovate their management. The business situation of Paloma Café has recently gone down, not only turnover, but reputation is affected. The restaurant’s customers regularly complain about the attitude of the waiter and the quality of serving. The urgent need now is to reconsider employee’s quality and have a look at recruitment, in order to regain customer’s confidence and increase profit. Therefore, after a short time directly working as a staff at Paloma Café , I decide to choose topic : “Improving the quality in recruiting serving staff in Paloma Café” for my internship report. Rationales The main purposes of this report are to (a) analyze and point out the shortcomings of Paloma Café in recruiting the employee such as: methods of recruitment, treatment policies, etc. (b) figure out the reasons of this situation; this study will analyze the status of human resource of Paloma Café in the last few months in order to evaluate the reality of recruitment, and (c) finally, suggest some solutions and recommendations based on the business situation and ability of the restaurant. Research questions 1 Nguyen Thanh Hue - CQ493831 – BE49A The report will focus on answering these questions as follows: 1. How does the manager of Paloma Café recruit serving employees? 2. Why is Paloma Café’s recruiting activity still weak? Which factors affect on the recruitment? 3. What should be done to help Paloma Café improve the quality of its recruitment method? Methodology The study is primarily based on the analysis method applied for the Paloma Café‘s recruitment. This analysis will point out the real possibility of Paloma Café. Besides, chart and table analysis is used to further clarify matters and demonstrate the ideas given. In addition, the researcher will use some general theories of management and operation from the official sources to build the firm basis of argument for the report. A final report with the key findings will be clearly spelled out, including tables summarizing all helpful and reliable data will be submitted. Sources and methods of data collection Most of the information in this study will be collected from the real data at the restaurant. After a short time directly working as a staff at Paloma Café, the researcher has built accurate and solid arguments which submit to the study. Besides, the reseacher would use the information are collected from newspapers and the internet. The theories from business textbooks also are used to support the report. The purpose of collecting these data is to demonstrate the idea given in this study. This report comprises four chapters: Chapter I: Introduction of PALOMA CAFÉ This chapter presents Paloma Café’s foundation, development and current situation of human resource in recent months. Chapter II: Theoretical Framework 2 Nguyen Thanh Hue - CQ493831 – BE49A This chapter presents general theories on human resource and factors which directly affect on recruitment activities. Chapter III: Analysis and Findings This chapters presents the reality of Paloma Café’s employees in recent month and limited factors affect on recruiting. Chapter IV: Recommendations This chapter gives some suggestions to solve the problems in term of recruiting methods and treatment policies. 3 Nguyen Thanh Hue - CQ493831 – BE49A CHAPTER I: INTRODUCTION OF PALOMA CAFÉ Over a period of internship in Paloma Café, the researcher initially studied the basic information of the restaurant as well as its operation and business activities. This is an overview to build the platform to understand and analyze the specific problems of Paloma Café. This information will be presented in Chapter I of the report. 1.1 Overview of Paloma café . 1.1.1 Foundation and development Paloma Café is under The SaiGon – Deli Limitted Company, was first establish in 1993 at the corner of Dong Khoi – Ho Huan Nghiep street, district 1, Ho Chi Minh city. Now it’s based at 205 bis, the corner of Nguyen Van Troi - Truong Quoc Dung street, Phu Nhuan district. Paloma Café has gradually become a familiar brand with businessmen, and sophisticated youth. In 2003, the manager of The SaiGon – Deli limited Company decided to expand business to The Middle and The North of Viet Nam. Paloma Café now has four new restaurant, one in Vinh city and three in Ha Noi city. The restaurant design is not too fussy, meticulous, only a soft light from ceiling light or red brown curtain hanging lightly, but graceful and striking. All bring Paloma Café’s customers feeling of warmth and romance. The deed colour sofas along with the walls, which are painted with classical patterns, make it modern and creat a subtle point for the restaurant. The customers could order different kinds of colourful and tasty beverage such as: coffee, tea, cocktail, mocktai, juice, i-cream, etc. In addition, Paloma has extensive menus for both Vietnamese and European food. Customers would be served with unique and beautifully decorated styles of products. The restaurant opens at 9:00 am and closes at 11:00pm (In commercial center, it is 10:00 pm) everyday. Because of being located in a busy emporium or noisy streets, the large number of customers of Paloma Café is visitors and office staff. The customer are always served by professional and friendly servers. 4 Nguyen Thanh Hue - CQ493831 – BE49A 1.1.2 The management structure of the company The SaiGon – Deli applies the management regimes under two levels: At the level of the company: The Chairman of The Board of Directors is the most powerful person. Following the Chairman are three Regional Directors, who directly operate the three restaurants in different places with specific functions to support the CEO. These persons are also responsible for all the legality and lawfulness of management and controlling all the activities of their restaurants. THE SAIGON – DELI LIMITTED COMPANY Ho Chi Minh city Paloma Café 205 bis, Nguyen Van Troi st. , Phu Nhuan dist. Nghe An Province Pals Café The floor 4, BigC Mart, 2 bis, Quang Trung st. Vinh city. Ha Noi city Paloma Café 75 bis, Ly Thuong Kiet st. Hoan Kiem dist. The floor 5, Vincom tower, 191 Ba Trieu st, Hai Ba Trung dist. 5 Figure 1: Restaurants of The SaiGon – Deli Limitted Company (Source: Paloma Café )