Internship report in gemdepartment topic the solutions to improve the service quality at gem center

PQC Hospitality, PQC Hotel & Restaurant Joint Stock Company, Truong Xuan PQCJoint Stock Company, Van Xuan PQC Joint Stock Company, and PQC ConventionCompany are all part of the PQC Group

VIETNAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

Ho Chi Minh City, 6 June 2022

First and foremost, I'd want to express our gratitude to the instructors whoaccompanied me during the course: Mr Nguyen Hai Nam and Mr Nguyen Quoc Loc.They gladly assisted, guided specifically on the growth direction, investigated thetopic, guided the approach, and provided the suitable material of the problem usingtheir professional knowledge and teaching experience That is the foundation uponwhich I will construct the report to the best of my ability

In addition, I'd like to thank Ton Duc Thang University for providing referencematerials, and I'd like to thank Gem Center for allowing me to practice in such anexcellent and professional environment However, due to a lack of practical experience,despite great efforts, there are still some restrictions in terms of analyzing, gatheringinformation, commenting on, and evaluating difficulties, thus the essay cannot avoid itsflaws I hope to receive your sympathy, guidance, help, and recommendations so that Imay complete this group discussion successfully in order to avoid errors and learn fromthis report and other reports in the future I'm looking forward to receiving theinstructor evaluations

The data in the tables of analysis, comments and evaluation are collected by mefrom various sources, clearly stated in the reference section In addition, the thesis alsouses a number of comments, assessments as well as data from other authors, agenciesand organizations, all with citations and source annotations

If fraud is detected, I will be fully responsible for the content of my thesis TonDuc Thang University is not related to copyright and copyright violations caused by

me during the implementation process (if any)

Once again, I sincerely thank everyone Best regards!

Ho Chi Minh City, 6 June 2022

Trang

NHẬN XÉT CỦA DOANH NGHIỆP THỰC TẬP

Sinh viên: Dương Ngọc Tú Trang MSSV: 721G0002

Lớp: 21GF0721 Khóa: K25

-Thành phố Hồ Chí Minh, ngày 6 tháng 6 năm 2022

NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN

Lớp:21GF0721 Khóa: K25

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-Thành phố Hồ Chí Minh, ngày 6 tháng 6 năm 2022

Giảng viên hướng dẫn

TABLE OF CONTENTS

Table of figures 6

CHAPTER 1: INTERNSHIP PLACEMENT PROFILE 8

1.1 Affiliation of the company to the group & location 8

1.2 History and development 8

1.3 Field of activity 9

1.4 The infrastructure 9

1.5 Organizational structure 11

1.5.1 Company organizational: 11

1.5.2 F&B organizational: 12

1.6 Gem Center has won a number of honors 13

CHAPTER II: THE PROCESS OF ASSIGNED TASKS 13

2.1.Summary of the process 13

2.1.1 Set up a banquet table: 13

2.1.2 Set up a conference event: 13

2.2 SWOT analyze 14

CHAPTER III: SOME SUGGESTIONS AND RECOMMENDATIONS 17

3.1 Evaluation of F&B department at GEM Center 17

3.2 Some recomendations for better service quality : 17

CONCLUSION 19

REFERENCES 20

APPENDIX 21

Table of figures

Figure 1: logo 8

Figure 2: 10

Figure 3 10

Figure 4 21

Figure 5 21

Figure 6: Gem Cafe 22

Figure 7: Gem lobby 22

Figure 8: Gem lobby 23

Figure 9: Gem lobby 23

Figure 10: Gem car park 24

Figure 11: 24

Figure 12: pollux hall 25

Figure 13: pollux hall 25

Figure 14: Pollux floor flan 26

Figure 15: VIP meeting room 26

Figure 16: floor plan 2 vip meeting rooms 27

Figure 17: a fashion show at castor hall 27

Figure 18: castor hall 28

Figure 19: castor floor plan 28

Figure 20: a weeding at saltus 29

Figure 21: papyrus hall 30

Figure 22: sol hall 30

Figure 23: era hall 31

Figure 24: apus hall 31

Figure 25: lungo hall 32

Figure 26: rooftop floor plan 32

Figure 27: the log restaurant 33

Figure 28: the log restaurant 33

Currently, the F&B industry in Vietnam is thought to have a lot of promise and has grown to be a significant service industry internationally Furthermore, as the Vietnamese people's average income has climbed as a result of economic progress, their demand for food has increased as well This is a long-term foundation for attracting investors and enterprises Although there are numerous food enterprises in Vietnam, the restaurant and hotel industry is still relatively new and has not been properly utilized; nonetheless, the most of them are tiny, retail, and amateurish Furthermore, Fine Dining restaurants make up only 3-5 percent of the total number of restaurants on the market As a result, given the benefit of profit margin, this is an area worthy of consideration

However, the Covid-19 pandemic had a severe detrimental influence on the worldwide economy from spring vacation through summer break in 2019 Because governments around the world have established laws restricting domestic and

international flights to regions, closing borders, and limiting social contact, Covid-19 has interrupted a number of trip plans, vacations, and especially food demands Airlines, restaurants, and hotels have lost billions of dollars as a result of the disease's containment, and millions of workers in the hospitality business have gone bankrupt or lost their jobs Although the raging Covid-19 epidemic has seriously harmed the Hospitality industry, the later developed Hospitality industries have more prospects to penetrate the economic market

At the end of this internship, I've gained a lot of experience as well as

recognized my own advantages and disadvantages, as well as gaps in my work, allowing me to grow and learn more in order to be able to open an appropriate restaurant

CHAPTER 1: INTERNSHIP PLACEMENT PROFILE

1.1 Affiliation of the company to the group & location.

The GEM center is headquartered at 08 Nguyen Binh Khiem Street, Dakao Ward, District 1, Ho Chi Minh City, Viet Nam

1.2 History and development.

PQC Hospitality, PQC Hotel & Restaurant Joint Stock Company, Truong Xuan PQCJoint Stock Company, Van Xuan PQC Joint Stock Company, and PQC ConventionCompany are all part of the PQC Group The restaurant industry, as well as the centerfor organizing conferences, weddings, and events in Ho Chi Minh City, is PQC Group'score focus The PQC Group owns some of Saigon's most well-known businesses,including the White Palace convention center, W Gourmet – a high-end processed food

brand, GEM Facility – a conference, event, and performance center, and The LOGRestaurant The GEM Center Convention Center, White Palace, The Log Restaurant,and W Gourmet are all owned by PQC Convention Joint Stock Company.

Gem Center offers a multi-functional facility that includes two halls that can be dividedinto eight smaller halls, two VIP meeting rooms, seven attractively designed functionalspaces, and an outdoor garden on the roof terrace

 2 grand pollux and castor halls with a total area of 1719 m2 and a maximumcapacity of 1800 guests, appropriate for large events such as weddings,premieres, art performances, etc ;

 2 vip meeting rooms with a total area of 58 m2 and a maximum capacity of 20people, suitable for private meetings

 For outdoor events, the Saltus lobby, with a 680 m2 area for up to 500 visitorsand a mystery forest theme, must be mentioned;

 Era hall, with a 430 m2 area, is appropriate for events of up to 300 people,comparable to Sol hall for events of up to 200 people

 Papyrus for less than 100 people, Lungo for less than 50 people, or Apus andZino for up to 30 people are good options for parties that require more privacyand warmth

 In addition, you can have an a la carte dinner or buffet in a romantic setting atThe Log restaurant on the top level of Gem Center

 Gem Cafe on the first floor is one of the possibilities when you need a placewhere to meet partners, friends to enjoy coffee and snacks

Figure 2:

Figure 3

 Deputy general manager:

 He/she is the supporter of General Manager and on behalf of GeneralManager whenever General Manager is absence

 He/she is in charge of hotel project planning, development, processing,and monitoring

 Accountable for the subordinate staff's performance results in front of thedirector

 Human resources department:

General manager

Sales&Marketing Engineering

Front Office F&B

Security

Human

resources

Deputy general manager

 Recruiting employees, processing payroll, conducting disciplinaryactions, updating policies, maintaining personnel data, and conductingbenefit analyses are Human resources department’s responsibilities.

 Security department:

 They responsible for observing of a person being the victim of a crime,keeping individuals away from dangerous hazards, being aware ofpotentially hazardous, providing a secure environment, …

 F&B department:

 They are in charge of preparing food and drink; serving food and drinks

to customer; replenish and stock service stations, cabinets, and tables;setting up tables; …

 Front office department:

 They are in charge of welcoming guests, take them to the attended event,

…

 Engineering department:

 Renovate, maintenance, and upkeep of electrical and water systems, aswell as equipment and equipment, take care of technical problems,…

 Sales & Marketing department:

 Responsible for the company promotion, prepare marketing plans for thecompany, analyzing trends and keeping an eye on the competition, workdirectly with the costumers, looking to develop marketing strategies,…1.5.2 F&B organizational:

F&B

 Steward:

 Cleanup the restaurant, bar, kitchen, and equipment; culinary unloadingand storage; washing dishes; …

 Bar:

 Provide drinks for costumers: wines, soft drinks, cocktails, …

1.6 Gem Center has won a number of honors.

 Gem Center was awarded by ELLE Style Awards 2019 as ����������

������� �����

CHAPTER II: THE PROCESS OF ASSIGNED TASKS

2.1.Summary of the process

2.1.1 Set up a banquet table:

 Step 1: arrange the tables ensuring that they are evenly spaced and lined up

 Step 2: unfold the tablecloth, check that the tablecloth wraps all the way aroundthe table

 Step 3: unfold the table overlay, check that the overlay wraps all the way aroundthe table

 Step 4: arrange chairs equidistantly according to the rules:

 10 people: take 2 seats at 9 o’clock and 3 o’clock as standard

 11 people: take the seat at 6 o’clock as standard

 Step 5: Plates should be arranged in accordance with the position of the chairs

 Step 6: place culinary utensils follow the order

2.1.2 Set up a conference event:

2.1.2.1: Hall:

 Step 1: arrange the ibm tables ensuring that they are evenly spaced and lined up

 Step 2: unfold the tablecloth, check that the tablecloth wraps all the way aroundthe table.

 Step3: arrange chairs equidistantly

 Step 4: use a strand to check whether the chairs are straight from the first line tothe last line or not then do the same with tables

2.1.2.2: Tea break counter:

 Step 1: arrange tables ensuring that they are evenly spaced and lined up

 Step 2: unfold the table cloth, check that the tablecloth wraps all the way aroundthe table

 Step 3: set up coffee counter, hot tea counter, water counter then food counteraccording to regulations for each specific counter

2.1.3 Dry, polishing glasses and culinary utensils:

 Step 1: prepare boiling water and dry cloth

 Step 2: dip the culinary utesnsils into boiling water, for the glasses just slighlysteam them

 Step 3: dry them gently by cloth without leaving any fingerprint

 Step 4: for the glasses, to inspect for fingerprints or other stains on them weshine a light on them If any dont satisfy the standard, it will be redo

2.1.4 Serve food:

 Step 1: greet costumers then pull chairs for them

 Step 2: unfold napkins then place it on costumer’s lap

 Step 3: ask about the customer's beverage preferences and serve them with theappropriate amount and kind of glasses

 Step 4: serve food only when get the approval from the manager

 Step 5: always pay attention to observe and respond if the costumer have anyconcerns or problems

 Step 6: only clean up the dishes or change used utensils after get the costumer’spermission

2.2 SWOT analyze

STRENGTHS WEAKNESS

- I am a creative, energetic individual

who possesses solid professional

knowledge, excellent communication

skills

- Good communication skill,

enthusiastic and responsible with work

- Willing to admit mistakes and

improve myself

- Easily adaptable to new experiences

in order to complement and improve

existing ones

- Good teamwork skill, cooperate well

with other co-worker

- High endurance, no matter how

challenging the work is I can endure

- High adaptability,

- Language skill is that I can speak

fluently English and a bit of Chinese

- Clear-headed

- Formal and methodical training in

information and skills

- not enough reality experiences to dealwith some problems

- easily get stress under pressure whichmake me discouraged

- work hours and school timetablesometimes coincide with each other so

I have to absent from class or askmanager to come late

- lack multitasking skill, I can onlyfocus and do well in one task at a time

- lack of self-confident

- easily confused in a situation that Ihave never encounter

- sometime it is hard for me to control

my emotion when I am exhausted

-

-Hospitality industry is predicted to be

promising after the covid 19 pandemic

-Hospitality industry diverse in jobs

and has been developing rapidly in

recent years which require a great

number of employees each year

- More and more type of service has

been developed in the last decade

- After this internship, I gained a lot of

experiences and knowledge,

- With the state's support for tourist

development, the visitor numbers to Ho

Chi Minh City are growing

significantly

- Technology and science have

progressed in recent years, resulting in

favorable conditions for me to develop

myself as well as my professional level

- Theory knowledge which I learned

from school play an essential role in

improving my experiences

- Vietnam tourism is currently forging

solid diplomatic relations with a

number of nations, allowing tourists to

travel freely without having to deal

with a plethora of complicated

paperwork, and thereby generating

advantageous conditions for visitors to

Vietnam

- Every year, the number of people whohave graduated from the hotel industryincreases dramatically

- The tougher the requirements become

as more candidates apply

- Pandemics and natural disasters have

a significant impact on the hospitalitybusiness

- Robots may soon be able to replacehumans as technology advances

- There's a lot of competition, bothbetween companies and betweenindividuals

- Changes must be made on a regularbasis to keep up with domestic andworldwide market trends

- The hospitality sector necessitates awide range of complex skills so that theknowledge learned from school is notenough

- The F&B industry was badlyimpacted by the covid 19 pandemic

CHAPTER III: SOME SUGGESTIONS AND RECOMMENDATIONS

3.1 Evaluation of F&B department at GEM Center.

- The crew is mostly young, so they

bring a lot of new ideas and enthusiasm

- Excellent customer service

- Customers that receive exceptional

customer service are always eager to

return

- One of the reasons it attracts consumers

is the high quality of the food as well as

the decoration,

- Customers are satisfied since they are

well cared for because the personnel is

professional

- Because there are usually a lot of

managers at a party, any issues are

usually rectified swiftly

- Because the majority of the employees

is well-trained, the service quality is

acceptable

- Recruit part-time and seasonalemployees on a regular basis, but rarelyhold knowledge training sessions foremployees, resulting in many employeeslack service skills

- The majority of the employees lacklanguge skill

- Because of the enormous number ofemployees, it is difficult to supervise andobserve all of them

- The diverse service techniques lead tounevenness due to the vast number ofstaff paired with a lack of sufficienttraining

3.2 Some recomendations for better service quality :

- Personnel should be chosen more carefully

- Before starting official work, all employees must be trained properly

- Improve employee supervision and management

- To maximise the potential of job efficiency, increase employee knowledge andresponsibility

- Check the performance of personnel on a regular basis to maintain professionalism