Solutions to improve service quality at mövenpick phu quoc restaurant

Overview of personnel situation at F&B department internship department...6 Chapter 2: Description and analysis of the restaurant department at Movenpick Hotel Phu Quoc...7 1.. Analysis

MINISTRY OF EDUCATION & TRAINING

HOCHIMINH CITY UNIVERSITY OF

TECHNOLOGY

GRADUATE INTERNSHIP REPORT

<Solutions to improve service quality at Mövenpick Phu Quoc restaurant>

Specialty: <HOSPITALITY MANAGEMENT >

Student’s ID : 1811160549 Class : 18DKSQA2

Ho Chi Minh City, <2022>

Chapter 1: General introduction about the internship company 2

1 Address, phone, email, wedsite… 2

2 Brief history of the company 2

3 Role and goal of the company 3

3.1 Role: 3

3.2 Goal: 3

4 Hotel organization system 4

4.1 Organization structure 4

4.2 Business analysis in 2022 4

4.3 Organizational structure of the F&B department 5

5 Hotel guest market 5

5.1 Hotel guest market 5

5.2 Regular customers: 5

5.3 Target market 5

6 Some key performance results of Movenpick hotel from 2019-2021 6

7 Overview of personnel situation at F&B department (internship department) 6

Chapter 2: Description and analysis of the restaurant department at Movenpick Hotel Phu Quoc 7

1 About the internship department at the restaurant 7

2 Analysis of the situation of Mövenpick Phu Quoc hotel restaurant department 7

2.1 Service staff 9

2.2 Buffe line 9

2.3 Bar counter 10

2.4 Hostess 11

2.5 Runner and Cleartrolly 11

2.6 Steward 11

3 Some service processes in the restaurant 11

3.1 The process of serving A la carte 11

3.2 Set Menu serving process 13

3.3 Buffet serving process 15

3.4 Customer complaint handling process 16

4 Evaluation of food quality at Islander restaurant 17

4.1 Advantages: 19

4.2 Disadvantages: 20

Chapter 3: Some solutions and recommendations to improve the service of the restaurant department at Mövenpick Phu Quoc 21

1 Orientation and development goals of Islander restaurant department at Movenpick hotel 21

1.1 Orientation of the restaurant 21

1.2 Target 23

2 Some recommendations to improve the service of the restaurant department at Movenpick hotel 23

2.1 Increase the number of staff serving the restaurant 23

2.2 Add and improve restaurant equipment 23

2.3 Perfecting the link between the departments in the hotel and the restaurant 24

2.4 Improve the professional quality of service staff 24

Conclusion 25

References 2

Table 1.1: Organization structure 4

Table 1.2: Organization structure F&B 4

Table 2.1: Islander restaurant 6

Y Figure 1.4: %OCC in 2022 5

INTRODUCTION

Over the past two years, the Covid-19 pandemic has had

consequences, negatively affecting economic sectors on a global scale, including the tourism industry According to the United NationsReport, international tourist arrivals have decreased by about 1 billion, or 73% in 2020; in the first quarter of 2021, the decrease is already 88% The most affected regions are Northeast Asia,

Southeast Asia, Oceania, North Africa and South Asia The

International Labor Organization (ILO) report on November 18, 2021 said that the Philippines, Vietnam, Thailand, Brunei and Mongolia have recorded one-third of the job losses due to the Covid-19

epidemic in the tourism industry; Job loss in tourism-related

industries in 2020 is 4 times higher than in other industries The World Tourism Organization (UNWTO) estimates that the Covid-19 pandemic will cost the global economy around $2.4 trillion in 2021 due to the collapse of the international tourism industry Vietnam is

no exception to this influence In the whole year of 2020 and the first

11 months of 2021, Vietnam only received 7.6 million international visitors, very low compared to the number of 18 million visitors in

2019, of which mainly experts and technical workers Foreigners working on projects in Vietnam, international students and drivers transporting goods at border gates

After 20 months of freezing due to the Covid-19 pandemic, starting from November 2021, the Government allows piloting international arrivals under package travel programs, through charter flights and international trade economy in selected areas and tourist service establishments Although there are still concerns and concerns as well as facing many difficulties and challenges, not only for

management agencies but also for tourism and travel businesses, the opening of tourism is still a challenge It is extremely urgent and cannot be delayed any further Opening up to tourism and

welcoming international visitors is one of the important solutions contributing to economic recovery and job creation

Grasping that requirement, I have learned a lot of practical

experience during my internship period at Movenpick Hotel Phu Quocand also realized the importance of improving service quality in the restaurant to satisfy customers satisfy the demand and increase thenumber of diners coming to the restaurant of the Monvenpick hotel

Chapter 1: General introduction about the internship

company

1.1 Address, phone, email, wedsite…

Movenpick Phú Quốc Resort (or Movenpick Waverly Resort Phú Quốc)Address: Ong Lang Hamlet, Village, Phu Quoc District, Kiên Giang

Phone: (+84) 2972 6999 99

Emai: HB4V5-RE@movenpick.com

Webside: https://movenpickresortwaverlyphuquoc.com/vi/

1.2 Brief history of the company

When Swiss hotelier, Ueli Prager, founded the Mövenpick brand

in 1948 He redefined the European restaurant scene and paved the way for a new style of modern hospitality

With a simple philosophy: 'do ordinary things in extraordinary ways'

A vision of its time, Prager created a restaurant concept based on simplicity, innovation, commitment to service and passion for

culinary and hospitality excellence, and the rest, as they say, is history

1948 where everything about a legend begins: Movenpick's first restaurant opens in Zurich, Switzerland.

1950's at the right time: Many Mövenpick restaurant branches open all over Switzerland

In 1962 60 years of wine experience converged in one store: The first Mövenpick Wine store opened

In 1963, the first food brand: Opened the coffee brand "Movenpick Coffee"

1968 The ice cream brand “Movenpick Ice cream” was launched

In 1973 Movenpick Hotels & Resorts was established – 2 hotels

opened near Zurich, Switzerland

1976 Reaching out to the world: The first international Mövenpick Hotels & Resorts hotel opens in Cairo, Egypt

1980 continues to conquer the world: The brand launches in

Germany with new hotels

1996: The first Middle East hotel opens in Jordan

2001 – 2003: The first hotel in the Gulf: UAE, Saudi Arabia and Qatar

In 2006 Movenpick Hotels & Resorts approached Asia: The first hotel

in the Far East - Thailand

Commitment to sustainable operation in 2017: Mövenpick Hotels & Resorts became the "World's Greenest Globe" certified hotel

company

2018: The Mövenpick Group celebrates its 70th anniversary In the same year, Mövenpick Hotels & Resorts was acquired by

AccorHotels

1.3 Role and goal of the company.

Provide equal opportunities for all members of the group

Enabling people with physical challenges and other special needs to become part of the workforce

Become a prioritized and value-driven employer

Promote fairness and transparency in compensation and benefitsProvide sustainability training and education to all members of the group

1.4 Hotel organization system

1.4.1 Organization structure

Table 1.1: Organization structure

1.4.2 Business analysis in 2022

%OCC in 2022: After the epidemic, the number of customers coming

to the hotel increased rapidly in March and stabilized in the followingmonths

Mövenpick Resort 4,051,349,

831 6,816,401,406 5,249,009,747 925,224,855,9Mövenpick

Residence 5474,869,734, 7,164,268,618 5,301,359,397 276,436,545,2Food and

Beverage 3003,822,641, 5,769,874,245 4,957,472,060 985,554,097,6

February March April May 0

1.4.3 Organizational structure of the F&B department

Table 1.2: Organization structure F&B

1.5 Hotel guest market

1.5.1 Hotel guest market

 Current customers of Mövenpick Phu Quoc hotel are mostly businessmen and merchants from European countries (UK, France, Switzerland, Germany ) come to Vietnam for business purposes

 Customers who come to Vietnam for the purpose of traveling tostay at the hotel The majority are Asians, the largest are

guests from Korea, China, and Japan

 Regular customers who come when the economy recovers fromthe Covid-19 pandemic are domestic customers

1.5.2 Regular customers:

 Travel agencies: Asco, Viettravel, Hoi An Travel,…

 Airlines: Emirates Airline, Qatar Airline, China Airline

 Enterprises: Nestles, Starbucks, GBP, Friesland Campina VN,…1.5.3 Target market

The hotel is trying its best to attract more business guests, tourists from South Asia, Central Asia The hotel is also promoting links with major airlines in the world, in order to provide long-term

accommodation and dining services for airline employees of these airlines when coming to Vietnam

1.6 Some key performance results of Movenpick hotel from 2019-2021

In the current tough business period, the Mövenpick Phu Quoc hotel

is quite struggling when it has to compete with many large and known corporations in the city, but the Mövenpick hotel with its own advantages still occupies a part Not small in attracting visitors, the number of visitors to Movenpick increases every year, mainly

well-business guests accounting for 30% Marketing activities of the hotelare very strong on social networking platforms mainly through the Internet, through newspapers and through travel agencies In

addition, the hotel also cooperates with KOLs to reivew, so it also hasthe following achievements:

 Resort belonging to Accor Group has a long history, so it is known by many people and has a great relationship

 Having a long-term staff with high professional qualifications, always updated with new skills; Closely attached to the hotel

 Stable source of customers from loyal customers, domestic andinternational customers

 Having relatively good technical facilities and adequate fire protection system to serve customers; Modern communication system as a solid foundation for the hotel's development

 Room capacity is relatively high and stable At peak room capacity is up to nearly 80% and at low time it reaches about 60%

Through the recent epidemic, although other businesses were greatly affected, for the Movenpick hotel, although affected, the ability to recover the economy was fast

Won many outstanding titles: Top 1 of The World Luxury Hotel Awards 2020

1.7 Overview of personnel situation at F&B department

(internship department)

F&B department includes 3 divisions: Restaurant, bar and Room service with 3 restaurants with 52 official employees and trainees coming to practice

Islander restaurant: 28 people

Aura restaurant: 10 people

Lang fish restaurant: 14 people

I was assigned to the Islander restaurant

Chapter 2: Description and analysis of the restaurant department at Movenpick Hotel Phu Quoc.

2.1 About the internship department at the restaurant

Restaurant overview

Table 2.1: Islander restaurant

At Islander Restaurant, Mövenpick Resort Waverly Phu Quoc, we are always proud of the culinary heritage inherited from the mother brand that made the resort's name

A rich buffet breakfast, an attractive lunch with a diverse menu from all five continents, we take visitors on a journey of enchanting taste.Let's enjoy delicious fresh dishes imbued with traditional Vietnameseflavors or explode with culinary culture from Asia, Europe, and

to receive and hand over the work of the shift:

Organize reception and service from the time of arrival to the end of the stay

Performing the setup of tables and chairs to prepare to welcome guests in, mainly the morning Butffet will start serving from 6:30 a.m to 10 a.m on Monday-Friday and from 6:30 to 10:30 a.m

morning on Saturday and Sunday Lunch will be served from 11 a.m

to 2 p.m Afternoon and dinner will start serving from 18:00 to 22:30,last order at 21:30 pm Then clean up the buffet counter and preparefor the next day's shift

Internship period: From March 28, 2022 to June 19, 2022 but the official working time is March 29, 2022 to June 19, 2022 Because from March 28, 2022 to June 29, 2022 Learning about the

establishment of Movenpick and appearance, walking, hair, visiting the locations of each department in the hotel Guided and classifiedtools and tools to set up the dining table

Working time at the place of internship shift:

+ Morning shift from 7 am to 16:30 pm

+ Afternoon shift from 13:00 pm to 22:30 pm

+ Evening shift is from 11pm to 7am the next day

The distribution of forces in the restaurant also depends on the

number of guests, the work in each day and in each specific shift.The assigned tasks: The supervisors (Supervisors) divide the work clearly and appropriately during the operation and the following are the daily assigned tasks

The restaurant is divided into 4 serving areas

Zone A: (non-smoking area) is the area closest to the buffet counter main with long, round tables, suitable for family meals, friends

gathering Capacity is 60 diners

Zone B: (non-smoking area) is the area located in the center of

restaurant, has the lowest temperature The capacity is only 54 diners, but it is the area with the highest seating capacity of the restaurant

Zone C: is the area located right next to the pho counter with many separate large, round tables suitable for family or tour guests and can accommodate up to more than 40 people.

Outside area: (smoking area) is an isolated area with its own space, the largest capacity with more than 60 diners

2.2.1 Service staff

In charge of checking tables and chairs, setting up knives, spoons, forks, napkins, glasses on the table Prepare tools and put them in the counter to be able to set up with the second and third guests as quickly as possible Besides, always keep the work station clean, the items in the drawers are arranged neatly and neatly

Arrange towels according to the general regulations of the

restaurant, pay attention to the color of the towel because each buffet will have a different color However, due to overcrowded

customers and a lack of colored towels for each session, the

restaurant currently operates a uniform white towel color

Waiters must regularly wash tablecloths Prepare a towel under eachpour Clean the trolley and dirty laundry when the service time is up Check the flowers on the table and notify the supervisor if there is a need to change the flowers, edit the flowers according to the service area to take down the plate when the customer has finished eating, pour more water when the customer needs it, record the order when the customer orders more drinks

2.2.2 Buffe line

The buffet preparation staff (buffet man) is responsible for preparing all the tools to set up the buffet counter such as: cups, plates, bowls,spoons, chopsticks, bowls, tongs, paper towels, and fan towels guest

Check and clean the stone surfaces, bowls and dishes before setting

up Set up a full set of tools to suit each buffet counter When the food is full, arrange toon to pick up food suitable for each dish

Check that the dish name is set correctly with that dish

In the process of serving guests, they must regularly check and clean the tools, check the dishes when the guests have used nearly 2/3 of the dishes, they must notify the kitchen to bring more food At the end of the buffet time, the buffet staff must clean up the toons and prepare the tools for the breakfast buffet for the staff doing the dinner buffet

 How to set up for each counter

Pho noodle stall:

+ Chopticks), Chinese spoon, Sauce 9 cm, large bowl 16cm virtual plate

+ Each sauce bowl is lined with 14cm BB plate, set up dessert spoonand appropriate folding toon (vegetable: plastic tongs, lemon bowl (lime): small ton)

Set up a bowl lined with a paper towel for lemon zest

Asian food stalls

+ Prepare main plate 28cm, bowl with 2 handles (to eat white

porridge in the morning and eat all kinds of meat porridge, soup or soup at noon and dinner) and tongs suitable for dishes (under each tongs must be with BB plate on the bottom or BB plate and round bowl)

European food stalls

+ Prepare a 28cm man plate, separate 2 handles to eat porridge (in the morning and eat soup at noon and dinner) and tongs suitable for each dish such as Asian stalls.

BBQ counter

+ Prepare a 28cm dish, a 7cm bowl when the 9cm bowl is full, fold tongs (under each tongs must have a BB plate), set up a bowl of paper towels to use

Bread stall

+ Prepare a 15cm desert dish, folding toon (bread tongs folded in plastic), butter, various levels in the morning, must open the toaster before guests come in to check the cleanliness of the cake counter because it is easy to get dirty

Egg and sausage stall

+ Prepare a 15cm egg plate, toon and suitable dipping sauces

2.2.3 Bar counter

For staff serving the bar counter, they must prepare juice bottles, coffee pots, tea, milk sugar, cups, and glasses of juice before they are set up at the water counter to serve customers Breakfast buffet staff must try all juices before serving them to guests

During the service, they must regularly check refills of iced drinks, lemons, cups, and tissues during the buffet, always keep the buffet counter clean and have enough tools for guests to use

When the buffet time is over, the water service staff must clean up the counter, clean the tools and set up the water counter for the dinner buffet for the breakfast buffet

2.2.4 Hostess

The restaurant's front desk staff is responsible for preparing flower pots, salt and pepper jars to set up on the table, and preparing food