Báo cáo thực tập tại McDonald’s star city

ACKNOWLEDGEMENTS First of all, I would like to express my deepest gratitude and appreciation to all of those who helped me the possibility to complete my report successfully As a sincerely gratitude t.

First of all, I would like to express my deepest gratitude and appreciation to all ofthose who helped me the possibility to complete my report successfully As a sincerelygratitude to my Department Manager (Mr Daniel) who helped me a lot during myinternship and whose contribution in stimulating passion, self-confidence as well asencouragements, supported me to finish my internship especially in writing this report.Furthermore, I would also like to acknowledge with much appreciation, ServiceManager – Miss Lyn who gave the permission to use relevant and necessarydocuments, as well as access to guest’s app of company to complete internship report

I could not have accomplished this report without support of Miss Lyn That is a luckyfor me

In addition to, I would like to express sincere gratitude to my advisor – NguyenHong Hanh as well as the guider for her patience, motivation, immense knowledgeduring complete thesis Her guidance helped me in all the time of researching andwriting of this report The countless time she spent me as well as beside and support

me during all of time

A sincerely thanks goes to my teammate who helped me to give a suggestion andidea for my thesis We gave issues and discussed them all through, and moreover theyalways support, agree with my ideas I am really happy right now because a part ofthanks to effort myself and sympathize for close- friends

At last, Thanks for my organization as well as my service department By theirhelping and fondness for me, the internship opportunity I had with A Good DayHospitality was a great chance for learning and professional development Therefore, Iconsider myself as a very lucky individual as I was provided with an opportunity to be

a part of it I am also grateful for having a chance to meet so many wonderful peopleand professionals who led me though this internship period

LIST OF TABLES/ CHARTS

1 Chart 1.1: Manager Operation Chart

2 Chart 1.2: Sales Revenue annual chart

3 Chart 1.3: Overall of items

4 Chart 2.1: Annual amount of HR

5 Chart 2.2: 2017-2020 All of the characteristics of HR MCD STC in

6 Chart 2.3: Labor force by gender of MCD STC

7 Chart 2.4: Labor force by each group in 2019 of MCD STC

8 Chart 2.5; Training Routine of PD at MCD STC

9 Chart 2.8: CNA_STC_ QUARTER III in 2020

10 Chart 2.7: Effective recruitment

PART ONE: INTRODUCTION

Self- introduction

As a senior Business English Major student at Ha Noi College of Commerce andTourism, I am so happy when was be one of students at school who are leant andability to comprehend all of knowledge for teachers After three years at school, Ilearned more and more knowledge When became an HR intern at company, Iconsidered this is a lucky opportunity I can challenge myself and have ability toexperience at dynamic environment at McDonald’s from October 5th to January 2nd2020

This report might be considered as overall result of two month of internship time.Although the internship time might not be too long to get totally used to a newworking environment, I tried my best to take up and apply what I learned during threeyears into internship course

Rationale of the study

For me, this is a very significant and practical internship This internship helpsjoin practical activities and apply all of knowledge has acquired during at school onwork environment By activities of communication, behavior or teamwork whenstudents intern at restaurant or bistro environment, they will gradually improve,practice and make better social skills There’s no denying that social skills are anotherelement of no less important help have work opportunities and develop for the future.Not only have work chance but also have ability to make better yourself in the future.Moreover, there are no less students are become an official staff after the internship.When had trained during internship, the official staff will be ability to develop incareer and promote higher position What does it happen when there are too manycompetitions for labor market at this time? So, we should grab the opportunity when

we are an intern at any company All you need, it seems, is a diligent and alert attitude

Reason for my option

The foundation of organization is always a strong team who are competent andprofessional persons Therefore, recruitment is a prerequisite action to build up apowerful foundation for organization Plus, I am business English student and thethesis are one of a lot of related topics for my major I think it is very interesting to3

research about the topics Moreover, I am intern at potential business and have manyexperiences in human resources management I am aware of how much work chanceand knowledge of business bring about for me That means it is a potential issue toresearch deeply in the next time Furthermore, this is an open-topic I am completelyability to deploy many theoretical bases.

This internship time might be considered that the period which help students caneye-opening with the work especially recruitment and management skills Afterprocessing of internship time, students can apply their experience into a practical workperfectly

As myself, I want to hope complete the internship report outstandingly, I canseek a relevant job as well as human recruiter or human manger, after I have theinternship time at here A part of internship not only I have chance to get a job but alsohelp me widen relationship at the field

The ways of research

Recently I am Assistant Intern of PM and usually work together and exchangeideas with People Manager Moreover, I can use and collect information by relevantdocuments, records, reports of company

To be experienced practically by joined in interview candidates with HumanRecruiter Plus, I can be visited recruitment fair or trade fair to meet and contact withpotential candidates This is a way I have ability to approach and talk to experiencehuman recruiters Besides I can collect databases via internet, official newspaper tolearn about the field as well as potential to develop and improve proficient

Scale of research

In the thesis, I will focus on analyze process of recruiting and managing humanresources at MC STC I will find out deeply analyze and manage documents related tohuman resources The internship report is summarized, evaluation and analysis of

organization structure and human resource management and recruitment in 2018-2019.Therefore, as an assistant intern with people manager must to find ways to improveand build up human resources and look for potential employees or applications andgive recommendations about issues which need to be researched in internship report.The comprehensive internship report consists of three chapters, they are:

Chapter one: EXCUTIVE SUMMARY ABOUT BACKGROUNDINFORMATION

OF MC STC

Chapter two: ABOUT SITUATION AND MANAGEMNET HR PROCESSChapter three: BY PRACTICAL SITUATION AND PROPOSERECOMMENDATIONS

At last one more, I would like to express my deepest gratitude and appreciation

to Miss Hong Hanh and all of everyone at MCD STC helped and supported me tocomplete internship report successfully

Thank for everyone sincerely

Student

DANG THI DIEM, TATM9A

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PART TWO

CHAPTER ONE: EXCUTIVE SUMMARY

1.1 Development and establish history of company

1.1.1 Background of organization

Name of store: McDonald’s Star City

Owned by: A Good Day Hospitality Viet Nam

Logo:

Brand-vision: be become the most favorite fast-food restaurant which customersare experienced the most excellent service at McDonald’s

With brand-vision as above, Ambition of MCD STC hoped to build up:

GOOD FOOD: serve the most delicious and quality food for customers

GOOD PEOPLE: create a good chance for employees at MCD to develop andbring the most experienced to clients

GOOD NEIGHBOR: Focus on neighbor especially children and family We willmake every effort to bring a happy, pleasure and create a real life for people

Characteristics brand: When each crew connects with customer, they mustperform attitude below:

Light-hearted, playful, welcoming

Dependable

Unpretentious

Headquarters: 2-6NBis Dien Bien Phu Da Kao at 1 District Ho Chi Minh CityBusiness License: Enterprise Registration Certificate is 00002 which is issued byDepartment of Planning and Investment of Ha Noi on 12th May 2017

Store at Ha Noi: Level 5 Vincom D Capital Tran Duy Hung Street Cau GiayDistrict Ha Noi City

Hotline: 024 36373888

Email: tranduyhung@vn.mcd.com

Website: https://mcdonaldsstc.com.vn

1.1.2 Establish and development history

The owner of this first franchise in Ho Chi Minh City is the Prime Minister’sson-in-law, Henry Nguyen Interestingly, Mr Nguyen even worked in a McDonald’swhen he was young and living in the United States Mr Nguyen expressed his delight

at the explosive growth of his business which has surpassed even the sky-highexpectations he previously held

- MCD STC is one of four MCD restaurants at Ha Noi on totally 23 chain of restaurantnationwide, is the first MCD established in 2017 It officially starts business on 17thFebruary 2017 As well as, after appearing three years ago, MCD have extended intoNorth Store with seating capacity of 260, open from 6am to 23pm on Monday- Fridayand open 24/7 on Saturday and Sunday At now, seating capacity was on increasing 50seats and open 24/7 from Monday to Sunday From 2017 to 2019, McDonald gainedthe honor of top 100 the greatest work environment

- On September, 2018, it launched “Fried Chicken” attracted attention of everyone

2018, after launching “Fried Chicken” successfully, they combined fried chicken withrice and it is pretty welcome from everyone’s comments

- On January, 2019, Grab announced their cooperation with McDonald’s With thiscooperation, customers might be experienced many discounted programs on Grab-foodbasic

Thanks to high-skilled, thoughtful and enthusiasm crew, company decided toextend more than three stores around HN and was quickly become dependable brandfor every group After having approached successfully, MCD continue to gainadvertising marketing about MC Café to Viet Nam market Beside familiar brandnames as the coffee house, highland coffee and Starbuck, M.C Café still is unfamiliarbrand with addicted-café In contrast to fried chicken menu, it attracted many peopleinterested in enjoyed fried chicken or valued customers of KFC

Experiencing stages of the business and thanks to excellent lead and high-skilledstaff, MCD has gradually affirmed their position in food and beverages

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1.2 Model of organizational structure

1.2.1 Model of organizational structure

Model of organization structure’s MC STC is displayed by diagram below:

Chart 1.1 Manager Operations Chart of MCD STC

(Source: Human Resources Department)

FRANK

RESTAURANT GENERAL MANAGER

PINKY – GEL

Coordinator SM

LYN - CEM

SERVICE DEPARTMENT

DANIEL

PEOPLE DEPARTMENT MANAGER

KRISTEN

PEOPLE PRACTICES+PAY ROLL

Functional each of department and person

Restaurant General Manager: is person operate and manage all of businessactivities of store directly as well as has responsibility for diplomatic and domesticwork and bring in decisions related to policy, target, developing strategy for store.RGM is person contacts with partners and Operation Consultant or Operation Manager

of company and a dependable leader to follow and overview staff

Kitchen Department: take responsibility for guarantee the good are already onstock to serve customers as well as maintain and commit operation machines,equipment stably As Ops chart, FQM is a person who is first leading in kitchendepartment, and follow and operate the goods supply-demand She has responsibilityfor checking goods volume, quantity and quality PM & INVENT and Coordinator aresupporter for FQM, they take over check quantity and quality goods and confirm theninform the goods which run out and less left or out of date to FQM can solve quickly.People Department: is in charge of recruiting labors, training employeescomprehensively about policy, basic knowledge and regulations concerning rewardsand punishments as well as involved in welfare and incentive benefits as well asdiscipline Plus, they make an idea to improve and gain up enthusiasm attitude ofemployees in working environment Moreover, PM has functions as associate betweenRGM and another department to not only build up closed relationship but also create aprofessional environment

Service Department: assume responsibility for image of comprehensiverestaurant and make an idea for sale up and interesting experience to customers SDgive promotions for store as a part of advertising marketing is the side take overconfirm and reply feedbacks from customers In there, GEL is coordinator of servicemanager, contacts with clients directly, listen and talk to them about all of negative orpositive experiences at here GEL is person who displays a professional image both inappearance and behavior Wears complete uniform with pride and maintains a cleanand neat appearance all the time

1.1.2 Comments on model of organization structure

According to chart 1.1, realized that model of organizational structure of MCSTC is organizational structure by functions At the head of store is RGM and nextdifferent departments, in there, each department is divided clearly and effectively byfunctions per departments

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Strength of model organizational structure:

Firstly, create high-effective in communication among everyone and process ofwork assignment because RGM give decisions which have high unification betweenRGM and departments That can attract human resources who have wide and deep –knowledge and accurate manner to promote ability for each specific activity As well

as that can enhance level of completely quality work and solve problem skill inindividual situation

Secondly, Training is become simplification and is of great advantage tomanagement and inspection as well as to avoid matter and obstruction amongdepartments Each department is assigned different task so it helps to avoid wishingtasks on somebody else or missing deadline

Thirdly, RGM assigned tasks clearly and effectively and make a target for everydepartments specifically at once is submitted business plan on time and improvementsolution is given timely

Weakness of organization structure:

Along with positive features, there are still important disadvantages as RGM hasdifficult authorizing and sharing works because the matter requires comprehensiveoverview/ vision when assigned important tasks

1.2.2 Sales report Statement

- Human resource almost with high school and graduated students (crew part-time) andthe number of crew is steadily increasing per month Scales of store is increasing moreand more development and extended

1.3 Primary business activities of MCD STC

The most one think of French Fries and Burgers, there might be an image ofMcDonald’s flashing right in front of one’s years When McDonald’s decided to set up

a restaurant in Viet Nam, they tried to improve and made an idea to change menu withsuitable taste of Viet Nam people At here, they serve three typical food as: Friend friesworldwide, burgers and M.C Café as well as menu is divided into two selection forbreakfast and regular menu

- According to research, French fries amount for 50% in customer’s selection and thenburgers and M.C Café

- Variety burgers: Aim to satisfy taste of customers, MCD tried to change recipeflexibly, involved in beef, chicken and fish burgers for children and younger

Chart 1.3 Overview of foods at MCD

Menu Foods and beverages Classification Remarkable foods

1 Breakfast EnglishMuffin Sausages muffin, sausages with eggmuffin, Canadian bacon muffin and

egg muffin

2 Regular

Burgers Beef burgers

M.C Royal Deluxe, M.C RoyalCheese, Double cheese, cheeseburger deluxe

Chicken burgers M.C Spicy, M.C Chicken Deluxe,M.C Chicken, Chicken valuesFish Burger Filet O Fish

French Fries French Fries, LoopCafé and

Tea Hot and icedcafé and tea Espresso, Latte, Americano, hotChocolate, iced Choco, Peach TeaFrappe Choco Frappe, Kiwi Frappe, MochaFrappe, Passion Frappe

Source: Sales and Marketing Department

ST

1 Total revenue(billion dong) 50.5 55.5 61.8

2 Net profit (tax-deductible)

CHAPTER TWO: HUMANE RESOURCE SITUATION AND MANAGEMENT

2.1 Evaluation of situation and human resource structure

2.1.1 Statistic all of labors from 2017-2020

Situation of labors at MCD STC are showed in chart 2.1 from 2017-2020

Submitted by: Administration Department of MCD STC

Chart 2.1 Amount of human resource from 2017-2019

As you notice, human resource of MCD rise slightly from 46 in 2017 to 58 in

2019, and then remained level through the following year Overall, the high turnoverand customer base lead to the fact that the restaurant needs more labor code for itsoperation Because the initial opening will attract customers, so need a lot of staffs.From 2018-2019 there are additional 7 employees, this confirmed, the restaurant needslabors to maintain the shift and wants a fixed number of employees In 2019, humanresources are recruited with the highest labor, showed that MDC has a dependableposition in F&B industry in Vietnam

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Source: Human Resources Department

2.1.2.1 Labor force by gender in 2019

Target

labor code Rate (%) labor code Rate (%) labor code Rate (%)

Chart 2.3 Labor force by gender of MCD STC

According to chart 2.3, you can notice, the number of female employees is 39,accounting for 60 and male employees are 26, accounting for 40 of the total number ofemployees in 2019 It can be seen that female employees account for nearly 70

In the personnel system of the restaurant, because the company works in thedining industry and allows customers to enjoy the experience of the restaurant, it isnecessary to have the skill, agility, good communication and sophistication of femaleemployees, which this female employee shows well than male employees

In general, the proportion of men and women is quite regular and reasonable withthe assigned job requirements

2.1.2.2 Labor force by each group in 2019

Chart 2.4 Labor force by each group in 2019 of MCD STC

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