INTERNSHIP REPORT IN HOUSEKEEPING DEPARTMENT

Next, I am grateful to the leadership of Liberty Central Saigon Centre for the internship opportunity in Housekeeping Department to gain practical working experience in the organization.

VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

Ho Chi Minh city, Aug 2021

With great pleasure, I would like to extend my sincere gratitude and thanks to Ton Duc Thang University and Liberty Central Saigon Centre Hotel for the wholeheartedly supports that they gave me.

A special thanks goes to Mr Nguyen Quoc Loc, Mr Pham Ngoc Bao Duy and other teachers

of Faculty of Business Administration in Ton Duc Thang University for helping me in finding a place to working on my internship as well as assisting in the internship and writing report process.

Next, I am grateful to the leadership of Liberty Central Saigon Centre for the internship opportunity in Housekeeping Department to gain practical working experience in the organization.

I would also like to extend special thanks to the entire staff for their full co-operation, guidance and support during my internship In this 3 months, they are not only my co- worker but also friends, sisters, brothers that always beside helping and encouraging me Lastly, I wish that everyone in Liberty Central Saigon Centre have lots of health and success

in your life Hope to continue cooperation with all of you in the future,

Sincerely

Ho Chi Minh, 10/08/2022

Pham Thu Hien

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TABLE OF CONTENT

-ACKNOWLEDGEMENT 2

INTRODUCTION 4

CHAPTER 1: INTERNSHIP PLACEMENT PROFILE 5

1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION 5

1.1.1 About Que Huong Liberty Joint Stock Company 5

1.1.2 About Liberty Central Saigon Centre 6

1.2 HISTORY AND DEVELOPMENT 7

1.3 HOTEL AND OUTLETS DESCRIPTION 7

1.3.1 Hotel department description 7

1.3.2 Products and Services in the internship outlet 8

1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION 12

CHAPTER 2 INTERNSHIP PROCEDURE 17

2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS 17

2.2 SCHEDULE & DUTIES 18

2.3 ADVANTAGES AND DISADVANTAGES 21

2.3.1 Advantages 21

2.3.2 Disadvantages 22

2.4 LEARNING OUTCOMES 22

CHAPTER 3 RECOMMENDATIONS 23

3.1 RECOMMENDATIONS TO THE HOTEL 23

3.2 RECOMMENDATIONS TO UNIVERSITY 23

CONCLUSION 24

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After more than 2 years, the fight between human and Covid-19 finally go to the end Thismeans, it is time for the hospitality department once again, enormously break out And being ahospitality learner that affected by Covid-19, I finally have a chance to continue my study, whichhad been disturb for a pretty long time

To complete university studies, I decided to take an internship last one and a half months in theHousekeeping department in Liberty Central Saigon Centre, in order to understand and get toknow more about customer service, skills that need in this fields This will allow me to beprepared for the upcoming corporate challenges by experiencing real time working environment.The internship start from 1 June to 18 July, where I have a chance to work as a housekeeperst thand learn about the hotel organization and operation In this 6 weeks, I have known to do a roommake up throughout include making the bed, making the bathroom and do laundry works

Based on those experience, I present the following report with the purpose of showing theoutcome and learning that I gained during the internship

CHAPTER 1: INTERNSHIP PLACEMENT PROFILE

1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION

1.1.1 About Que Huong Liberty Joint Stock Company

- Liberty Central Saigon Centre Hotel belongs to Que Huong Liberty Joint StockCompany, which is one of the leading hospitality brands in Vietnam

- Address: 62-63 Ham Nghi, Nguyen Thai Binh, District 1, Ho Chi Minh City

- Intending to always improve product and service quality, and being professional andthoughtful in every detail to achieve the satisfaction of customers, Que Huong LibertyJoint Stock Company constantly strives to re-affirm its position as a reputable brand inthe hospitality industry and retain the trust of customers

 VISION: To become a leading hospitality in Vietnam

 MISSION:

+ Providing customers with memorable experiences

+ Bringing added values to the Company’s Shareholders

+ Building a cooperative working environment and development opportunities forEmployees

+ Quality: We constantly strive to improve the quality of each product or service

+ Professional We are competence, politeness in serving customers.:

+ Thoughtful We care about every detail and listen to understand our customers' needs:

+ Satisfied: Customer satisfaction is a measure of our service quality

- Branches:

Figure 1.1 All branches under Que Huong Join Stock Company

1.1.2 About Liberty Central Saigon Centre

Figure 1.2 Liberty Central Saigon Centre Logo

- Address: 179 Le Thanh Ton Street, Ben Thanh Ward, District 1, Ho Chi Minh City

- Telephone: +84 28 3823 9269

- Email: frontdesk.lcc@libertyhotels.com.vn

- Liberty Central Saigon Centre, located on the well-known Le Thanh Ton street, has afantastic location in the heart of the city since it is only a block away from Ben ThanhMarket In this location, surrounded by the exclusive district's shops, art and entertainmentdestinations, also allows both leisure and business guests to easily get to many touristic

attractions and commercial buildings in the center, such as Takashimaya shopping mall,Nguyen Hue Pedestrian Street, Temple Goddess Mariamma, Independence Palace, andothers.

- Taking residence in the middle of Central District, Ho Chi Minh City’s most vibrantneighborhood, with 140 rooms and suites, Liberty Central Saigon Centre features theultimate in comfort and makes an ideal base from which to experience the city Toaccommodate both business and leisure travelers, the hotel offers a wide range of differentfacilities and services including: a modern Fitness Lounge viewing out to the hotel’s rooftopinfinity swimming pool, meeting venues and diverse dining outlets à la carte and the spa With an ultimate goal to provide a home-away-from-home for our guests, coupled with ourexperienced and dedicated team, Liberty Central Saigon Centre is preferred by many guestsfor our exceptional services and attention to details

1.2 HISTORY AND DEVELOPMENT



 History

- Liberty Central Saigon Centre was found in 02/2010, which was the very first hotel thatowned and managed by Que Huong Liberty Joint Stock Company With 12 floor and 1basement classically designed, Liberty Central Saigon Centre was listed as one of the top4-stars hotel in Ho Chi Minh city

- At first, Liberty Central Saigon Centre was named as Que Huong 6 by Que HuongLiberty Joint Stock Company after being purchased The location was still not changed,177-179 Le Thanh Ton Street, District 1, Ho Chi Minh City

- Until 04/2008, Que Huong 6 hotel stopped working and went under construction toexpand on the 4-blocks that was purchased in 2007

- After the successfully reconstruction, the hotel continued working under a new name,Liberty Central Saigon Centre



 Achievement

- “ Certificate of Excellence 2016” by TripAdvisor in 2016

- “Loved by Guest” award given by “Loved by Guest” Hotels.com in 2020

- TripAdvisor’s Traveler’ Choice Award in 2020

1.3 HOTEL AND OUTLETS DESCRIPTION

1.3.1 Hotel department description

- Front Office: The front office is the customer-facing division in a hotel Customer service,sales, and industry specialists who provide advisory services, for example, are all considered

as part of a firm's front office activities The functions of the front office generally generatethe majority of revenue for a firm

- Housekeeping: An operational department at a hotel that is responsible for the cleaning,maintenance, and aesthetic upkeep of rooms, public spaces, back areas, and the surroundings

- F&B: The F&B department is often the largest in a hotel and is responsible for the purchase

of materials and goods, as well as their storage, retrieval, processing, and serving Servingcan take place as part of room service, at hotel bars and restaurants, and in banquet andmeeting spaces

- Human Resources: The human resource department of a hotel is responsible foranticipating, acquiring, selecting, and developing the hotel's current and future staff needs Italso encompasses the employment evaluation, recruiting, selection, and orientationprocedures

- Sales & Marketing: The Marketing and Sales team is in charge of increasing a hotel'sincome by establishing revenue-boosting strategies and business plans Profits from businessverticals like as hotel occupancy, event spaces, recreational facilities, restaurants, and so onare expected to be generated by the team

- Finance-Accounting: The finance department of a hotel is in charge of tracking the costs of

running the hotel and ensuring that the income is profitable It's unavoidable that the financedepartment has numerous tasks that are just financial and have nothing to do with hospitality

- Engineering: The hotel engineering department is in charge of all hotel maintenance

concerns They are in charge of monitoring utility use, ensuring that everything is up to codeand in compliance with rules, designing a maintenance program, and maintaining correctrecords of all regular and preventative maintenance

- Security: Throughout, the delicate balance of ensuring security while not interfering with

the enjoyment of the guest's stay was maintained Security personnel will patrol the lobby,public areas, and guest room levels, as well as monitor hotel security cameras

1.3.2 Products and Services in the internship outlet

Within 20 minutes to the airport, in the heart of the city, Liberty Central Saigon Centre is one

of the best choice for both vacation and work Bringing to the guests is 140 gorgeous roomsincluding various facilities like 24/7 room service, bar, coffee, restaurant that serving bothAsia and Europe food-style There is also others amazing feature as pool, steam room, gym,spa & massage All of these things make Liberty Central Saigon Centre becomes one of themost favourite hotel in Saigon

- Premier Deluxe Room: Available with either a king-size bed or twin beds, Premier Deluxerooms feature a wealth of modern amenities and thoughtful touch to make guests’ staymemorable Most of these rooms also provide guests with the privilege of observing thelively Saigon right from the windows

- Executive Deluxe Room: Designed with a comprehensive set of features and amenities thatcreates an inviting ambience, our Executive Deluxe rooms would make an idealaccommodation for both leisure and business travelers who are staying in Ho Chi Minh Cityfor a little bit longer Primarily located on the 8th floor and above, guests staying inExecutive Deluxe rooms are offered exclusive access to our Executive Lounge and a range ofadditional benefits & services

- Signature Deluxe Room: As the name suggests, our rooms deliver ultra-comfort with adelightful view The main highlight of this room type is their spacious bathroom with bathtuband rain shower that are fabulous for either a quick fresh-up or some lovely, long bubbling.Designed for guests to have a home away from home, Signature Deluxe rooms also provideexclusive access to our Executive Lounge and a range of additional benefits & services

- Liberty Central Suite Room: Designed with sleek, contemporary furnishing that wouldallow guests to unwind in their own private, spacious space after a long day of business

engagements or exploring the city Available with a super king-size bed and a separate livingroom, our suites are the iconic symbol of privileged comfort and convenience beingcombined perfectly To help guests make the most out of their stay, Liberty Central Suitesprovide guests with exlcusive access to our Executive Lounge and a range of additionalbenefits & services.

- Libra Dining Room

Location: 1st floor

Opening hours: 10:00 – 22:00

Lounge in a cozy concept, Libra Room offers everything to make a private diningexperience memorable Accommodating up to 30 guests, coupled with mouth-wateringfood menus that would satisfy even the most selective palates, any type of event will betaken care from start to finish



 Meeting & Events:

- Apollo

Location: Mezzanine floor

Elevate any meeting or event from ordinary to exhilarating Spacious and flexible in

setting, Apollo is perfect for any type of event up to 150 guests All the while, ourdedicated team will help to create an atmosphere that will amplify your event purposeand engage your attendees.

- Venus Boardroom

Location: 11th floor

Designed with a private, professional ambience, our Venus boardroom makes a suitablevenue with stunning city views to conduct business meetings and discussions of 10guests With an ultimate goal to provide outstanding services, our team try their best toaccompany every special request that guests may have

Opening hours: 9:00 – 24:00

Restore balance to your body, mind and spirit by pampering yourself at The Spa - atranquil space offering a rejuvenating experience to both in-house and walk-in guests.Guests can choose any option from our extensive selection of body massage treatmentsand foot reflexology to release stress behind

1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION

- The hierachy chart presented in the figure below shows the organisational structure of theLiberty Central Saigon Centre

General Manager

Public Area Laundry

F&B

Restauran t Bistro Banquet Health

Kitchen

Chef

Accounting

Finance-Accountant

Cashier

Human Resources

Business Staff

Reservation Staff Human Resources

Security

Security Man

Maintena nce

Maintenance Man

Assistant General Manager

Personal Assistant To General Manager

Figure 1.4.1 Organization Chart of Liberty Central Saigon Centre Hotel

- General Manager: The hotel General Manager is ultimately accountable for the functioning ofthe hotel The competence of a GM to make choices and take action will thus have a significantinfluence on the operational and strategic success of his or her hotel However, GMs may notalways have the independence to make these essential decisions since the hotel's owner and/orhotel management firm may limit this through their own decision-making interventions

- Assistant General Manager: The assistant general manager assists the general manager inensuring that day-to-day business operations run smoothly The assistant manager responsible forcreating weekly schedules, order merchandise, and assist the general manager with training,recruiting, promotions and planning

 Assistant General Manager Responsibilities:

 Cooperating with the general manager, and assisting with anything from project planning

to staff management

 Nurturing positive working relationships with staff

 Delegating daily tasks

 Addressing any issues in a timely fashion

 Supervising staff and controlling merchandise

 Ensuring company policies and procedures are followed

 Setting a good example for staff

- Personal Assistant to General Manager: This role is in charge of providing high-levelsecretarial and administrative assistance to the General Manager, as well as completing tasks andrequests as directed The Personal Assistant works with little supervision and skillfully handlesprivate topics

Manage the General Manager’s diary to co-ordinate meetings/appointments, and to ensuresmooth running of such meetings

 Personal Assistant to General Manager responsibility

 Screen/handle telephone calls, appointments, mails and emails and take actionaccordingly

 Take meeting

 Coordinate and communicate with various departments and all levels of staff on matters