Supervision in the hospitality industry HÔTEL DU PARC HANOI

Đây là tài liệu về Giám sát khách sạn (khách sạn đc chọn khảo sát là Hôtel du parc Hanoi). nội dung: giới thiệu 1 quyển sách về nghệ thuật quản trị và đánh giá nội dung trong môi trường khách sạn cụ thể. Hi vọng tài liệu này giúp ích cho các bạn trong quá trình học tập. SUPERVISION IN THE HOSPITALITY INDUSTRY ORIENTATION A. INTRODUCTION: 1 B. CONTENT: 2 I. BOOK SUMMARY: 2 1. Introduction of the book: 2 2. Content summary: 3 3. Lesson learnt and recommendations for future supervisors: 5 II. INTERVIEW WITH A SUPERVISOR: 7 1. Introduction: 7 2. Job experience sharing 11 3. Lesson learnt and recommendations for future supervisors: 20 C. CONCLUSION: 21 D. APPENDIX: 22 E. REFERENCE: 22

HANOI OPEN UNIVERSITY

FACULTY OF TOURISM

SUPERVISION IN THE HOSPITALITY INDUSTRY

ORIENTATION

LECTURE: ………

CLASS: ………

MEMBER OF GROUP….: 1 ………

2 ………

3 ………

4 ………

5 ………

Hanoi, 2020

TABLE OF CONTENTS

A INTRODUCTION: 1

B CONTENT: 2

I BOOK SUMMARY: 2

1 Introduction of the book: 2

2 Content summary: 3

3 Lesson learnt and recommendations for future supervisors: 5

II INTERVIEW WITH A SUPERVISOR: 7

1 Introduction: 7

2 Job experience sharing 11

3 Lesson learnt and recommendations for future supervisors: 20

C CONCLUSION: 21

D APPENDIX: 22

E REFERENCE: 22

A INTRODUCTION:

In this Supervision in the hospitality industry course, our group research about the leadership book named “ SQUAWK! How to stop making noise and start getting results” and a Supervisor of Food& Beverage at Voyage Restaurant in HƠTEL du PARC HANỌ The purpose of this assignment is to have more knowledge, understanding more about orientation experiences to become a good supervisor in the future

This assignment can be seen the largest assignment of our group from part to now, so to complete this assignment, we went to the hotel to interview the Supervisor of Food& Beverage

at Voyage Restaurant – Tran Thi Hong Hanh to get the detail information about the responsibilities and daily work of a restaurant supervisor and learn more about their job orientation at work, besides knowing some useful experiences and experiences of the leader

This report is mainly focused on the orientation of the supervisor In addition, we present

a number of situation about orientation in the hotel industry, from which to draw lessons and advice for future supervisors We divide our assignment into two main part: the first part is about the leadership book and the second one is about the supervisor

We would like to give our sincere thanks to Ms Tran Thu Phuong - the teacher in charge

of the Hotel Supervision Department, for your dedication to teaching and guiding, helping us gain a useful amount of knowledge to complete the lesson Besides, we are extremely grateful for the help of the Hotel Du Parc Hanoi to give a chance for our group to go to the hotel, meet and interview the supervisor directly to collect necessary information

We commit that this assignment is due to the students' interview combining with the knowlegde, not the product of copying

o He has produced books: Character Coding, Emotional Intelligence Profiles, and his works are published by leading publishers such as Newsweek, Fortune, Forbes, Fast company, The Harvard Business Review, Newsday and Washington Post His bestselling books have been translated into 25 languages and are available in more than 150 countries

o He is a world-renowned expert in emotional intelligence who speaks regularly in corporate and public settings

o Dr Bradberry holds a Dual Ph.D in Clinical and Industrial-Organizational psychology He received his bachelor of science in Clinical Psychology from the University of California - San Diego

b) SQUAWK! How to stop making

noise and start getting results (Three mistakes that prevent you from becoming a leader)

o This book is one of the most interesting

books about leadership art It offers philosophies through the telling of short stories that make it easily accessible to readers This is a worth reading book for anyone -

a light, fun book that contains a valuable leadership lessons

o Through its short stories about the seagull manager, the book is both entertaining and outlines the common flaws that the leaders often have to face Thereby, it gives some advices and profound lessons on how to lead properly

2 Content summary:

a) Summary

“SQUAWK! How to stop making noise and start getting results” is a light, cheerful parable that gives us the right insights that we should learn and follow, not just a work book like many others

The book consists of 9 chapters and is divided into 2 main parts Part 1 writes about a parable about Charlie's leadership - a very kind leading albatross Before that, he successfully led his seagulls But when faced with the challenges that arise, he did not

understand that his management style inhibited, inhibited, not motivated everyone in the group On the other hand, look at the panoramic view of the birds close to Charlie:

an overconfident Scott, a taciturn Maya, a realistic Yufan, a shy skinny and skinny Alfred They are the birds that are close to the leader who recognize Charlie's problem, and are always there to help the leader When troubles broke out, Charlie fell into a stalemate, then thanks to the help of the old turtle Oscar and his partners, Charlie led his herd to overcome the difficulties We will find that they and all the rest of the team work hard to solve the problem, while trying to study, applying the three habits of a great leader and employees This humorous and profound language will help us to be more productive, not mess things up, and be able to work more effectively with colleagues, even if they are the ones who complain loudly all the time in the day The remainder of the book focuses on two exemplary managers The first thing is the three essential virtues of a great manager; the three essential qualities of a good manager are intricately interconnected, with effective communication being central to a manager's efforts, helping the manager realize that what they need to do is support employees, not just asking them what to do The second content is the cost of management

"seagulls", that will make employees feel pressured and do not want to stick with the business

From the stories and knowledge in this book, readers rely on it to recognize their type

of leadership and draw lessons that bring success to the business

b) Part particular: Chapter 7 & 8:

In these chapter, Mr Travis Bradberry has helped readers distinguish between talented managers and seagull managers through the Charlie's story Charlie's story demonstrates the simple fact that any manager can control employee growth trends and change the work environment A great manager will know how to lead his employees, helping them to perform to their best potential Those three virtues are the must-have

of a talented manager, as opposed to the "seagull" manager who only makes riot, whines and then leaves

Those three essential virtues include:

o Set clear objectives: Make sure all the employees' efforts are put into doing the right thing and the right direction This means knowing what to expect from your employees and how their performance will be evaluated in the future, as well as reaching agreement and commitment to work as intended There is a big difference between telling people what to expect from them and making sure what they do is recognized

o Effective communicate: Observe how employees talk and work, then talk openly with them about their work Manager's interactions with employees impart suggestions, guidance, and perceptions that help them succeed Communication is effective when it is done regularly and in a language that everyone can understand

o Rewarding the staff at the right time: Pay attention to your employees' abilities, praise them as often and clearly as you would when making constructive comments Timely rewarding takes the team to the new level by positively sustaining successful efforts and redirecting misbehaviors

Next, the author gives the results of the "seagull" management "Seagull" management

is an increasingly common phenomenon in the workplace People may join companies, but they will leave bosses No one influences an employee’s morale and productivity more than his or her supervisor

3 Lesson learnt and recommendations for future supervisors:

a) Lesson learnt:

Through “SQUAWK! How to stop making noise and start getting results”, we will help us understand how to become a successful manager, the difference between a Successful manager and a “Seagull” manager,…

A Successful manager is someone who holds three habits of action These three habits are the three must-have qualities of a great manager: clear goals, effective

communication, and timely reward, in stark contrast to the three outstanding characteristics of a “Seagull” manager’s logic: riot, lament and leave

If you are really a good manager, when your employees do wrong, you will not mess

up, yell at them, express the attitude that stresses the team, which not only cannot solve the problem, but also makes relationships with employees in the company in trouble What you need to do is guide people in the right direction from the start, assure them that all expectations, all results will be met Therefore, the first virtue that a Successful manager needs is to set clear goals, set out the requirements you need from employees and evaluate their performance In addition, it is important to understand the employee's wishes and make sure what they do is recognized

During the meeting, the “Seagull” manager will only leave complaints, discomfort between staff and managers But a talented manager is able to maintain rhythm thanks

to effective communication strategy The second quality that a talent manager needs is effective communication, with subtlety, a sharp observation in how to communicate with employees will make employees on the right track, helping them work more effective Communication is effective when it is done regularly and in a language everyone can understand

And finally, while "seagulls" managers only scold and ignore employees when having problems, Successful managers know how to reward on time, if his staffs do well they will be rewarded and if they do not do well, they will be reminded and take remedial measures, encourage the morale of employees and work with them to create the best working team Timely rewarding takes the team to a new level by maintaining the successes achieved, promoting the strengths and improving weaknesses, redirecting improper efforts

These three virtues are both important and must have if you want to be a successful manager, be a support person, give your employees goals, orient them and make them come up with solutions to solve themselves problems at work

b) Recommendation for the future supervisors:

The Vietnamese title of this book is also the most useful advice: "Don't shout at the staff”-“Đừng quàng quạc vào mặt nhân viên” A good manager is not someone who always yells at employees and makes them do their own thing without being instructed, directed or questioned, a great manager is someone who has the ability to lead their employees to do their best and make them the most satisfying - those who hold three habits of action Therefore, in order to be a great supervisor, you need to firmly grasp

3 leadership habits Those three habits, as Charlie discovered through this story, is the contrast with three striking traits of a seagull manager: riot, whine, and go So what are the 3 qualities you need to have in your mind:

• Oriented work for your staffs: You need to figure out exactly what to do before you want it done

• Regular communicate with staffs to understand your employees: If you are not communicating, then you are not maintaining your job Observe what your employees say and do, communicate openly with them about their work Manager's interaction with employees helps convey resourcefulness, while guiding them and helping them realize to complete their work well

• Regularly encourage your employees and praise them in time: That helps to encourage them to stand with you and give their best to their work

II INTERVIEW WITH A SUPERVISOR:

1 Introduction:

a) Profile of the supervisor:

 Full name: Tran Thi Hong Hanh

 Year of birth: 1984

 Current position: Supervisor of Food& Beverage at Voyage Restaurant in HƠTEL

du PARC HANỌ

 Working experience:

 Having worked in the hotel management industry from 2004 to now

 Has been working at HƠTEL du PARC HANỌ for more than 16 years

 In 2008, she was appointed to the position of supervisor of F&B at HƠTEL du PARC HANỌ

 Has been a supervisor for 12 years with rich experience in solving problem

 Regularly a representative of F&B department participating in training and orientation programs in the hotel

 Responsibilities:

 Delivery of jobs in the restaurant, arrange jobs for employees and arrange office jobs in the restaurant

 Training for employees in restaurants and hotels, regularly check the knowledge

of dishes, wine, promotion of the hotel

 Supervise goods and products supplied, track, record and report complete documentation

 Optimize employees' activities, ensure employees do their jobs well

 The middleman who moves decisions and duties from top management down to employees, coordinating them in the right direction

 Increase the ability to work in groups, observe to know the strengths and weaknesses of each person, assign them the job position to promote their strengths and improve their weaknesses

 Contact details

 Phone number: 0904431413

 Email: hanhhong7122@gmail.com

b) Introduction of the property:

 Name: Hotel du Parc Hanoi

 Location: 84 Trần Nhân Tơng, Quận Hai Bà Trưng, Hà Nội, Việt Nam

 Brief history:

 Located in the heart of historic Hanoi, HƠTEL du PARC HANOI is within historical precincts of Hanoi and in walking distance to several city attractions, such as Thien Quang Lake, Thong Nhat Park, the city’s Old Quarter and Hanoi Railway Station

 HƠTEL du PARC HANỌ (formerly Hotel Nikko Hanoi) was started construction on December 2, 1996, after nearly 2 years of construction, under the control and design of Kitano Construction Corporation Japan The hotel was designed and built to meet the international standards of 5-star hotel, with Japanese architecture

 August 3 1998 was the official grand opening of the hotel Hotel owning company KCC Hanoi Plaza signed a contract with Okura Nikko Hotel Management Group to operate a hotel as Hotel Nikko Hanoi

 For 3 consecutive years of 2001, 2002 and 2003, Nikko Hanoi Hotel is voted

as one of the most representative hotel in Vietnam by Vietnam National Administration of Tourism

 From January 1, 2019, Nikko Hanoi Hotel has officially renamed as HƠTEL

du PARC HANOI and is managed by Plan.Do.See Inc, this Japanese company has developed and operates many hotels, restaurants, wedding centers from all over the world like Japan, USA, Thailand,…

 Facilities and services:

 Rooms:

- HƠTEL du PARC HANỌ offers 256 generously sized and beautifully decorated guest rooms

- All of the rooms are spacious, bright and well-maintained with a beautiful view

of the Thong Nhat Park or city

- HƠTEL du PARC HANỌ is proud to be the first 5-star hotel accommodated with Japanese quality facilities such as 100% modern shower toilet in the bathroom

- Including 7 room types:

+ Deluxe + Park View Deluxe + Grand Deluxe + Executive + Park View Executive + Executive Suite + Presidential Suite

- The rooms are fully equipped with modern amenities; each room will have more advanced services to serve the needs of customers

- High requirements for perfection in room quality and service according to Japanese standards, so the hotel always makes customers feel satisfied, respected and cared for

 Restaurant:

- Guests can either enjoy an energetic view of the city from the iconic Voyage

& Le Salon on the lobby floor or savor world class and authentic Japanese cuisine at AZABU Guests can also find The Cakeshop offering a wide range

of homemade items

- HƠTEL du PARC HANỌ has 4 kind of restaurants: