VIETNAM NATIONAL UNIVERSITY, HANOI INTERNATIONAL SCHOOL GRADUATE INTERNSHIP REPORT INTERNSHIP COMPANYINSTITUTION Stella Maris Nha Trang Hotel Address 57 Tue Tinh str , Nha Trang City, Viet Nam Su.Vietnam is famous for its wonderful natural resources, which is the competitive advantage of Vietnam in term of tourism development. According to statistics of Vietnam Administration of Tourism, the total number of international tourists travelling to Vietnam in February 2016 is 1,638,670, which increases 16% compared to the 2015 figure. The fast growth of travellers creates high demands for accommodation, especially highend hotels. On the vacations, apart from using hotel services, visitors are desired to use food and beverage services. This is a good basement for the development of FB Sales as well as a pressure that requires FB Sales to improve continuously.
Trang 1VIETNAM NATIONAL UNIVERSITY, HANOI
INTERNATIONAL SCHOOL
***
GRADUATE INTERNSHIP REPORT
INTERNSHIP COMPANY/INSTITUTION: Stella Maris Nha Trang Hotel
Address: 57 Tue Tinh str., Nha Trang City, Viet Nam
Supervisor: PhD Nham Phong TuanStudent’s full name: Le Ngoc SonStudent’s ID: 11071247
Major: International BusinessClass: IB2012B
Hanoi, March 2016
Trang 3Vietnam is famous for its wonderful natural resources, which is the competitiveadvantage of Vietnam in term of tourism development According to statistics ofVietnam Administration of Tourism, the total number of international touriststravelling to Vietnam in February 2016 is 1,638,670, which increases 16%compared to the 2015 figure The fast growth of travellers creates high demands foraccommodation, especially high-end hotels On the vacations, apart from usinghotel services, visitors are desired to use food and beverage services This is a goodbasement for the development of F&B Sales as well as a pressure that requires F&BSales to improve continuously
After six-week internship in Stella Maris Nha Trang Hotel in F&B Sales, which
is a part of Sales Department, I got experiences and lessons, which helps mecomplete my knowledge of sales of F&B services needed for my future career Thereport is written to describe my internship process and results Also, it includessome suggestions for improving sales performance of F&B Sales
The content of the report includes 3 parts:
Chapter 1: Overview of Stella Maris Nha Trang Hotel
Chapter 2: Activities of Food & Drink Sales in Stella Maris Nha Trang Hotel.Chapter 3: Suggestions for improving sales performances of F&B Sales
I would like to show my gratitude to the enthusiastic support of PhD NhamPhong Tuan for helping me make the internship report; the hotel employees forgiving me good conditions in the internship period
Le Ngoc Son
Trang 4LIST OF ABBREVIATIONS
F&B Sales: Food & Beverage Sales
LIST OF TABLES
Table 1: Revenue of hotel rooms 2014-2015
Table 2: Arrivals by nationalities in 2015
Table 3: Number of customers of each F&B Sales unit
LIST OF FIGURES
Figure 1: Stella Maris Nha Trang Hotel organizational structure
Figure 2: Structure of Sales – Marketing Department of Stella Maris Nha TrangHotel
Figure 3: Structure of F&B Sales
Figure 4: Customers of F&B Sales
Trang 5TABLE OF CONTENT
ACKNOWLEDGEMENT 1
LIST OF ABBREVIATIONS 2
LIST OF TABLES 2
LIST OF FIGURES 2
CHAPTER 1: OVERVIEW OF STELLA MARIS NHA TRANG HOTEL 6
1 History & Development 6 1.1 Company name and location 6 1.2 History and development 6 2 Organizational structure and Management 7 2.1 Organizational structure 7 2.2 Department function 7 3 Services 9 4 Business capabilities 9 4.1 Employees 9 4.2 Facilities 10 5 Business results 13 6 Strengths and weaknesses 15 6.1 Strengths 15 6.2 Weaknesses 16 CHAPTER 2: ACTIVITIES OF FOOD & DRINK SALES DEPARTMENT IN STELLA MARIS NHA TRANG HOTEL 17
Trang 64 Human resources of F&B Sales 21
CHAPTER 3: SUGGESTIONS FOR IMPROVEMENT OF BUSINESS
PERFORMANCES OF F&B SALES 27
1 Solutions for reducing overloading and adapting quickly to the market trend 27 2 Solutions for diversifying services so as to not being relied on core product 28 3 Solutions for reducing overloading and increasing services quality of the reception 28 CONCLUSIONS 30
Schedule of the graduate internship 31
Graduate Internship Evaluation (for Supervisor) 32
REFERENCES 34
Trang 7CHAPTER 1: OVERVIEW OF STELLA MARIS NHA TRANG HOTEL
1 History & Development
1.1 Company name and location
Name: Stella Maris Nha Trang Hotel
Address: 57 Tue Tinh str., Nha Trang City, Viet Nam
Tel: (+84-58) 3528 518
Email: sales@stellamarisnhatranghotel.com
Website: http://stellamarisnhatranghotel.com
1.2 History and development
Stella Maris Nha Trang Hotel is a four-star hotel It is situated in the heart of thecoastal city of Nha Trang The hotel always commits to bring differentiation andsatisfaction to customers with high quality services in order to make vacation of thecustomer memorable
Although it is not a long time since the hotel established, Stella Maris Nha TrangHotel has approved itself to be a high quality hotel with professional and proactiveemployees; state-of-the-art facilities and professional management style Thus, it isobvious that Stella Maris Nha Trang Hotel has achieved remarkable results for itsfirst period of operation
Being a new comer of Nha Trang hotel market has caused many obstacles forStella Maris Nha Trang Hotel Nevertheless, thanks to the effective management ofgeneral managers and enthusiastic employees, the hotel has gained customerawareness and royal customers Those are reasons why the number of customersstaying to the hotel has increased recently
Stella Maris Nha Trang Hotel is close to shopping and lively nightlife area and isjust one block from the beautiful beach Besides, the hotel offers internationalstandard 4 star with 201 various types of rooms to meet all requirements ofcustomers; 2 restaurants which are able to serve over 200 guests; an outdoorswimming pool bar that brings customers a views of the city and the beautiful
Trang 8coastline of Nha Trang; the Spa, tour desk combined with transportation;conference rooms, gym with modern equipment These make the hotel become anideal place for customers to have a wonderful Nha Trang vacation.
2 Organizational structure and Management
2.1 Organizational structure
Structure of an organization is a form of coordination and interaction of allfacilities and employees, which ensures that all resources are utilized effectively toreach the target Similarly, Stella Maris Nha Trang Hotel chooses the followingmodel that divides the hotel into different departments with certain job assignment
Figure 1: Stella Maris Nha Trang Hotel organizational structure
(Source: Stella Maris Nha Trang Hotel)
2.2 Department function
Trang 9- General Manager: The owners of the hotel They create the hotel’s missionstatement and vision.
- Deputy General Manager: They manage the operation of the hotel GeneralManager hires them They are responsible for the business results, creatingbusiness strategy that is based on the vision statement set by General Manager
- Sales & Marketing: They are accountable for market research, which is used toconduct effective business strategy and advertisement in order to attract manykinds of customers Also, they cooperate with other hotels and tourist agents inboth domestic and international market by signing contract with them.Consulting business strategy and business operation with Deputy GeneralManager so as to maximize all capabilities and minimize the weaknesses
- Public relation: Their job is to maintain the good relationship with customers tocreate loyal customers for the hotel
- Human resources: Their responsibility is to manage and analyze the workforce;recruit staff; pay salary; ensure the number of employees enough to operatebusiness
- Accounting & Finance: They are cashier in the reception, restaurant, bar andcoffee lounge; accountants for expense, receivables; auditors; etc They areresponsible for managing capitals; invoices, cash inflow and cash outflowcarefully to avoid mistakes
- Front office: Their autonomy is booking and payment of accommodation forcustomers Also, they cooperate with other departments to examine theavailable room condition, booking profile of customers; solve problems related
to services from customers; provide information required by customers
- House keeping: They are accountable for the room cleanliness that is required
to meet the hotel standard in a certain period This department has to examinethe properties that customers used or lost in the room as they check out toaddress to the front office They are also required to clean the work office andpublic locations in the hotel
Trang 10- Fitness center: They are responsible for providing spa and gym services tocustomers.
- Food & Beverage department: They work with other departments such as frontoffice, sale & marketing to understand the taste of customers for food and drink
in order to serve them well
- Purchasing: Their accountability is to buy materials for the hotel and make surethat all inputs are high quality and sufficient
- Security: They protect the properties of the hotel as well as ensure the safety ofcustomers and employees
- Engineering: They are skilled workers who are able to fix quickly any problemshappened with the facilities and do the maintenance for them
- Kitchen: They are accountable for the quality of food and drinks
- Hold Nha Trang tour for guests The tour desk is located in the ground floor.Professional staff that provides detailed information related to the tour andsolves any enquiries from guests serves customers
- Serve food and drinks in bars and restaurants, which provide various kinds ofdishes and beverages
- Offer gym & spa services with fully equipped rooms and skilled employees
4 Business capabilities
4.1 Employees
Because of specific characteristics, the workforce requires to operate the hotel isbig and must work 24/7 Therefore, there are characteristics of hotel staff as thefollowing:
Trang 11- The proportion of female employees is high due to services products.
- High job specialization makes the hotel difficult to replace employees
- Working time depend on the consumption of customers
- Power of work is fluctuated and seasonal; various and complicated
- Front-stage employees are young, good-looking and professional
- Stable salary is paid for employees
- Working time is divided mainly into 3 shifts
The recruitment process of the hotel is made carefully so as to employ goodstaff for the hotel After the profile is examined, the candidates whose selectedresumes are called for interview The language in the interview depends on thedepartments and positions Board of examiners includes human resourcesdepartment, head of the department that the candidates want to work for Selectedcandidates join internship before becoming the official employees of the hotel.The staff of Stella Maris Nha Trang Hotel is able to speak foreign languagesfluently such as English, Chinese, Japanese, and so on They have to take the annuallanguage tests and specification exams Also, the hotel holds an annual individualmeeting in which the employees can suggest their ideas to the managers and givefeedbacks from them There is a New Year Party, which is held annually for allemployees as the recognition of the General Manager to their hard working
4.2 Facilities
Swimming Pool
There is an outdoor swimming pool that is located on the 10th floor of the hotel
It has a unique and modern design, which makes customers not only enjoy freshwater and panoramic view of Nha Trang Bay, but also refresh yourselves with lightsnacks and cocktails offered by the bar in the same location This place is perfectfor all social and business meeting
Gym & Spa
It is located in the 3rd floor of the hotel The gym center opens daily at 6.30 inthe morning and closes at 10 in the evening The gym room is furnished with
Trang 12modern facilities There is also coach in the gym However, the spa providesservices from 9 a.m to 10 p.m every day It serves customers with various kinds ofmassages such as Shiatsu massage of Japanese, Vietnamese traditional massage
Bar & Restaurant
There are 2 bars and 2 restaurants in the hotel
- Lobby lounge: It is located in the lobby area in the ground floor The LobbyBar is an ideal venue for travelers and business people to meet, socialize and relax
in a modern atmosphere It opens from 7 in the morning to 10 in the evening
- Sky Pool Bar: It is located on the 10th floor Customers can enjoy snacks anddrinks as well as see the view of Nha Trang Bay Live music is performed at theweekends
- Octopus: The restaurant is located on the 2nd floor It serves buffet for breakfastfrom 6 a.m to 9 a.m European, Asian and À la carte menu is provided for lunchfrom 11 a.m to 2 p.m; for dinner from 6.30 p.m to 10.30 p.m Its capacity is 250guests
- VIP room: This room of Octopus is used up to 50 guests with theatre designstyle It is suitable for family events and birthday party
- Liberty: The hall is served only for meeting conferences, wedding parties andreview ceremonies It is located on the 10th floor The operation time depends oncustomers’ request and its capacity is 200 guests
- Deluxe rooms: Room size is from 40 m2 Each room is elegantly styled withdark wood furnishing with flat-screen TV, minibar & safe, individually controlled
Trang 13air-conditioned system All Junior Deluxe Rooms have windows and exude anatmosphere of relaxed elegance.
- Executive rooms: They are located on high floors The 45sqm Executive roomsbring convenience and comfort to guests entering the private balcony With high-speed in-room Internet access as well as the oversized writing desk, and multi-function phone with two IDD phone lines, Executive is an ideal businessaccommodation
- Suite rooms: They are elegant in 65 m2 to cater both business and leisuretravelers Guests can enjoy king-sized bed amidst our luxury and stylist décor All
of Suite rooms offer private balcony where customers can delight in splendid scenicviews of Nha Trang
- President Suite: It provides guests with luxury and comforts in space of 90 m2.Featuring a separate lounge area and spacious bedrooms where you can work ormeet your partners while travelling Besides, there is one kitchen with dining tablethat offers customers to cook their own delicious creations for their beloved ones,sipping wine and relaxing
Amenities in all rooms:
Trang 14- Flower & Fruit Daily
- Private Safety Deposit Box
- Electronic Door Lock
ORD
NATIONALITIES ARRIVALS
STAYING DATES
AVR.
STAYING DATES
Trang 16The table indicates that there are many international customers staying in thehotel Local people are still the biggest customers of the hotel and it is followed by ahuge amount of Russian visitors Although the number of Vietnamese peoplestaying in the hotel is higher than Russian’s one, the staying dates and its average ofRussian is significantly longer than Vietnamese figure In particular, staying datesare 3 times higher and average figure is nearly 5 times longer Also, the Chinesecustomers are forecasted to increase considerably this year These are things that thehotel needs to consider to adjust its business strategy appropriately.
6 Strengths and weaknesses
6.1 Strengths
- Employees are skilled and knowledgeable They are enthusiastic in working andwilling to learn new things
- The hotel design is elegant and rooms are equipped with modern facilities
- Location of the hotel is ideal with Nha Trang panoramic city view
6.2 Weaknesses
- Brand awareness of the hotel is low so that it is difficult to attract customers
- Relationship with tourist agencies and other suppliers are not close
Trang 17CHAPTER 2: ACTIVITIES OF FOOD & DRINK SALES DEPARTMENT IN STELLA MARIS NHA TRANG HOTEL
1 Literature review
1.1 Definition of F&B Sales in the hotel
Sales of food & beverage are a part of hotel business activities It includesproducing, selling, serving foods and drinks to customers and providing otherservices to satisfy customers’ needs of eating and entertaining in hotel restaurantswith the purpose of making profits
1.2 Characteristics of F&B Sales
Selling food & beverage is a part of business activities in hotel, which meansthis also has the same characteristics as hotel business Besides, F&B Sales have itsown characteristics as the following:
- The majority of customers using F&B services are people from other areas, whichare cities or provinces in Vietnam as well as foreign countries Therefore, they havedifferent customs It requires the hotel to provide F&B services that are similar tothe customers’ culture and not ask visitors to follow the local customs Otherwise, itwould dissatisfy customers and affect the hotel business performance
- The location of hotel is usually far from local residential areas, which prefers tothe hotel must serve all daily meals including breakfast, lunch, dinner and evensnacks or drinks to make customers as much comfortable as possible
- The hotel must provide convenient services for customers such as breakfastdelivery at hotel rooms, serving foods and drinks at favorite places that customersrequest
- F&B services are not only serving meals but also entertaining services forcustomers Therefore, the hotel focuses on kinds of entertainment that customers areinterested in, especially traditional musical performance Also, the design anduniform should be considered carefully to express cultural elements that areeffective things to attract customers
1.3 Customers of F&B Services