bao-cao-thuc-tap-nha-hang-khach-san-bang-tieng-anh

ACKNOWLEGEMENT First of all I would like to thank Ms.Hoang Tieu Nga,she is my supervisor who help me a lot to complete my report successfully Secondly,I’m grateful to Board of directors of Riverside hotel for giving me the opportunity to an internship within the restaurant.Furthermore I appreciate Ms.Huong,manager of the restaurant and other staff members for their guideance and rendered their help during the period of my project work.There’s a difference between theory and practice, I have had so many rich experiences in the Riverside hotel Sincerely your , Contents INTRODUCTION Choosing a topic: In recent years, resources and abundant resources, the beautiful landscapes of the famous and historic, interest of the leadership in promoting tourism to attract domestic and foreign visitors to Vietnam The tourism industry of our country is gradually rise up and become a spearhead economic sector 2012 international visitors to Vietnam with the estimate is that 6,847,678 tourists, up 13.8% compared to the same period in 2011, in which the amount of international visitors to Ho Chi Minh City estimated 3,780,000 weekly Along with the other businesses such as the hotel restaurant is rapidly growing in number December 2012, the Ho Chi Minh City have to 990 with hotel guests number of rooms up to 28,900 The period of integration with the world has opened up many opportunities as well as challenges with businesses both foreign and domestic for the service sector in General and Vietnam in Ho Chi Minh City said private standing in front of her fierce competition businesses need to create competitive advantages compared to other competitors Besides the infrastructure to improve the quality of service on products and services become the leading concern, vital businesses restaurant business-hotel in Vietnam in the current situation Capture the requires I gained much practical experience in real time at the Riverside Hotel and also noticed the importance of improving the quality of service in restaurants to make demand and raise the number of diners to the restaurant in the Riverside Hotel Since then I have chosen the subject "Improving services quality in the restaurant a the hotel " to write a graduation thesis Objectives of the study topic Over the course of practice as an intern at the hotel restaurant Riverside.Duoc the enthusiastic help from the chief to the staff in the practice phan.Em wrote this report with the following objectives: − Check back with his knowledge empirically studied, the research while studying at the school − Analysis of the strengths and limitations of the service points catering available Phan Văn Đại − feedback building for a restaurant on the issue of measures to improve the quality of service in hotels and restaurants Scope of the topic: − the range space: proposed in research at the restaurant in the hotel Riverside, located 18-19-20 ton Duc Thang, District 1, HO CHI MINH CITY Ho Chi Minh − the time range: I’m studying the subject " Improving restaurant services quality at the riverside hotel " at the restaurant in the Riverside hotel from april 10, 2016 to June 10, 2016 CHAPTER 1: OVERVIEW OF THE RIVERSIDE HOTEL Phan Văn Đại 1.1 History and development HOTEL RIVERSIDE Address: 18-19-20 ton Duc Thang, District 1, Ho Chi Minh city Tel : (84.8) 38 290 628 Fax : (84.8) 38.251417 Mail : restaurant@riversidehotelsg.com Website : www.riversidehotelsg.com − the Riverside Hotel is located between the commercial centre of HO CHI MINH CITY Ho Chi Minh, Saigon river side was designed by French architecture, luxurious, cozy With idyllic surroundings, and the location near the commercial centre, the famous restaurant, Bar-nightclub-Karaoke The Riverside Hotel is a convenient place for visiting, working, dining, shopping and entertainment The Riverside Hotel is also the ideal location for business, relax, rest by fresh air, cool on the banks of the river Hotel with 51 rooms is spacious, luxurious 3-star international standard Senior Deluxe rooms, Junior Suites and Riverside suites are furnished with precious furniture with the Windows overlooking the River, helping you enjoy the whole fresh air and see the sparkling city at night With the reception staff polite, considerate, more experience, the Riverside Hotel is definitely the place to meet the highest of all facilities, services for customers − The Riverside Hotel was built with an area of 900 m with headquarters in 18- 19-20 ton Duc Thang, District 1, HO CHI MINH CITY HCM and other headquarters in Lao cai province and Da Nang City in Saigon Vietnam industrial and commercial bank, the hotel was a French architect who designed with antique French architecture style combined with modern interior within the quality assurance of a star hotel that gives the customer a warm feeling like at home the area of the room from 38-50 m2, overlooking the Saigon River, the luxurious rooms are arranged in level and The ancient and modern design according to high quality standards − Especially inside the Riverside Hotel include restaurant three-star standard, a restaurant with an area of 100 m2 with France's ancient architecture and decorated with paintings from Western Europe to the customer the feeling of elegance when entering a restaurant with meetings with partners , and create the intimacy for the guests to the West especially France, equipped with a bar and Phan Văn Đại wooden furniture, with modern equipment to serve buffet every morning as well as open the door all day for customers, in addition to the hotel are equipped with spacious meeting rooms Professional, luxurious, located on the 4th floor and in the Professional catering, conferences, conversations, events − From opened to the presen, hotel has welcomed all the passengers come from all regions of the country including the countries of the world, the number of passengers to hotels more demonstrates credibility and service quality of hotels 1.2 Duties and functions of the hotels Riverside a) mission: − constantly improve and enhance the management structure, increase production efficiency, reduce business costs to satisfy the needs of customers, capture the needs of the market and build efficient business approach − the efficient use and conservation of the sources of business capital, material and technical base of the hotel − good accomplishment of obligations for the State, care for the morale of workers Fostering and enhancing the staff level employees meet the needs of the market − the construction and implementation of the long-term plan and short on business services, additional services in accordance with the provisions of the State and direction of tourism, and business strategy planning and development under a plan laid out by the hotel − organizing and research to improve labor productivity., applied communication skills, improving service quality and meet the demanding requirements of customers and meet the needs of the information − the full implementation of all commitments in economic contracts with all domestic and foreign institutions − accepted state law, use the policy mode on the management and use of capital, the national service for the State − comprehensive management, training and development of staff in hotels have enough capacity, quality, qualifications to complete the task of business services of the hotel − Enterprise protection protect the environment, preserve the order of the main security voters, social order b) functions Phan Văn Đại − Served guests at hotels with 51 luxury bedrooms, cozy and very comfortable − Luxury restaurant with European, Asian cuisine, luxury and taste, rich menu at reasonable prices − The supply of the Services Conference, seminar, banquet rooms with seating for 150, together with modern equipment to international standards − Provides ticketing services and foreign aircraft, as well as offering tours for guests party package with a delicious menu of attractive, reasonably priced, friendly staff enthusiasm, along with good professional skills can satisfy all visitors 1.3 System of the Riverside hotel 1.3.1 The organization structure diagram Vice director Director Department of administration and organization Security House keeper Department of accounting and finance Receptionis t technician Department of business operations Restaurant Phan Văn Đại Other − look at the diagram of the organizational structure of the hotels can be found that organization to manage relatively simple, and are closely related to each other This is the organization manage online management style-function The Director is the person who has the right to Executive assumed the right to decide and take responsibility for the entire operations of the hotel, the Deputy Director has the responsibility to assist the Director in the construction plan and business strategy, and direct the work.-administrative organization Room : Responsible for the facilities of the hotel, the air officer, personnel administration, payroll systems, extra money and norms of laboraccountants: budget management, monitoring the situation, the genus of management, hotel bills and vouchers of hotels , is responsible to report the situation Bank executives when necessary-sales: have the task to capture the exact data on the situation of the hotel, importing each certain time, build strategic business plan, is responsible for the management of the marketing, advertising Conference, wedding, travel guides Head of the Department is the Chief Deputy They have the responsibility to notify the Director of the unit's activity situation yourself periodically In addition they also have a responsibility to help the Director giving the business idea fit below the function rooms is the direct labor Division, and this is also the appropriate parts for specialized diploma of business hotels, travel: front desk parts, accommodations, restaurants, kitchen Department , protection, engineering, service 1.3.2 Duties and functions of the departments − The hotel built a compact organizational system, smoothly, make first dynamic hotel Hotel director general in charge of the entire business operations, while under the direct leadership of Director Sai gon The Phan Văn Đại commercial banks followed the deputy director in charge of each division separately as assigned (a charge of administrative organization, a catering business in charge, the party .and a responsible business accommodation services, jobs Marketing) has the responsibility to promptly report any problems with the prison governor Head of each department is the leader, the board room, directly attributable labor management assignment and is responsible for direct operation of the department The function rooms administrative jobs and financial synthesis accounting jobs advising the directors in the field of production and business management so effectively − The financial accounting Department shall advise the director of planning costs, sales, purchasing sale of fixed assets for the other parts Responsible for the information stored in defending the financial, accounting, business planning, management of the implementation of the norms of supplies, distribution and administrative reserves Synthetic materials: Collect treatment other types of information, periodic reporting, management of labor wages, bonuses and procedures for the organization staff, administrative work − Reception division: This division is concerned best hotels, with the task and check-out (including payment) for customers, resolve customer questions, keeping the furniture and furnishings luggage transport and transport for guests, contact with parts needed to serve customers quickly and accurately, in addition to the reception also get placed weddings, conferences, seminars − Division chamber: a key stage of work dynamic hotel, a large proportion of the total revenue and the dominant large-scale operation of the department and other services in the hotel Parts material supply system for the business Division of labor includes 25 mostly female workers aged 30 to 45 with the intermediate level Including a team leader responsible for general and three deputy responsible organizations at three different levels of customer service departme The chamber is clean and inspect the equipment in the room, providing requisites for hotel activities, receiving the other requirements of 10 Phan Văn Đại − where laundering container production tools are designed to facilitate the recovery of contaminated instruments in regional parts processing, distribution, dining room Place serving drinks to guests (bar): house a bar and restaurant with bar area is also easier for exposure 2.1.2 The equipment in the restaurant The equipment in the restaurant are the material and equipment to perform in the restaurant's business process That is why the equipment in the restaurant in in all parts of the business such as: the equipment in the warehouse, the equipment at the counter, kitchen equipment, dining room Full equipment of good quality will create conditions to make good business process such as the restaurant, improving the working conditions of workers, increase labor productivity Additionally the equipment also joined the good preservation of the goods, cargo, shrinkage limit protects the quality of goods is not affected by external environmental intrusions, save area, facilitating the increased use of Add-ons So request in the restaurant's equipment additions must ensure: handy, easy to use, easy to remove, move, save costs, to ensure hygiene and not affect the quality of the goods Some basic equipment such as: − Refrigerating equipment: fixed equipment types is very important with restaurant business dining, used to preserve vegetables for food Refrigeration equipment such as refrigerators, freezers, cold storage, refrigeration, insulation tools − The device contains commodities of raw materials including counters, cabinets, price, platform, Ark − The tracking equipment to control the temperature, humidity, this device is used to monitor the control temperature, air humidity, ventilation fan hut, the thermometer − Dining utensils in the restaurant: synchronous have aesthetic, hygienic The restaurant has chosen to use the dining equipment ensure flexibility, 23 Phan Văn Đại elegant colors and the tools durability is very high in the restaurant then each Department there are separate tools but not losing and attractive − In each Department has the following tools group: The porcelain utensils such as bowls to bottles, flowers, small bowl, spoon − Group metal tools such as knives, forks, Spoons, trays, coffee, Cup, bucket of rocks − Linen: towels, table napkins, In addition to the equipment on the hotel has the equipment such as lighting, sound systems and other types of equipment created for clients to feel comfortable, relax, entertain while eating, while creating the fascinating landscape makes the restaurant more luxury Also in the restaurant, the TV screen serve recreational needs of guests when eating Your computer, your money, your money counting machines, soi printers, fax machines and install a credit card for your needs 2.2 Situation of the restaurant 2.2.1 Workflows Production and sales of the catering service of the restaurant is rich and diverse, this volume includes the following business divisions: − stove parts: processing out the dishes offered − Division serves: serves the dishes chefs parts − Bar parts: processing and serves drinks, and selling a number of products such as cocktails, wine, beer, soft − Restaurant outlines plan to hold welcomes in each Department and each Department must well the work of that Department Each Department has a person who directs and clear instructions detailing the processes and work, every American has the job of monitoring and directing individual reminder − for serving meals or serving banquets, conferences the parts are all in accordance with the following principles: Preparing 24 Phan Văn Đại Greeting Giving the menu Serving Billing Tidying The step serves a meal of the restaurant Riverside Hotel: − Step 1: To serve process on never before available staff and management must also conduct consultation assigned jobs such as have 200 party guests in the restaurant, the earlier the head of Department will conduct Exchange with the staff about the number of guests in the party and the guest object arrangement of tables and chairs to fit in with the party, check out form the menu Preparation of dining room, desk chairs, dining table presentation, arranged for solo and party room suited to simultaneously check the equipment of banquet room has enough quality standard yet If the 25 Phan Văn Đại