Báo cáo thực tập tốt nghiệp ngoại ngữ restaurant specialist skills and knowledge at phuong vi restaurant

AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGESINTERNSHIP REPORT RESTAURANT SPECIALIST SKILLS AND KNOWLEDGE AT PHUONG VI RESTAURANT INSTRUCTOR: MRS... AN GIANG UNIVERSITY FACULTY OF FOR

AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES

INTERNSHIP REPORT

RESTAURANT SPECIALIST SKILLS AND KNOWLEDGE

AT PHUONG VI RESTAURANT

INSTRUCTOR: MRS BUI THI THUY TRANG FULL NAME: PHAM TU ANH

CLASS: DH18TA STUDENT’S CODE: DTA176083 ACADEMIC YEAR 2020 - 2021

AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES

INTERNSHIP REPORT

RESTAURANT SPECIALIST SKILLS AND KNOWLEDGE

AT PHUONG VI RESTAURANT

INSTRUCTOR: MRS BUI THI THUY TRANG FULL NAME: PHAM TU ANH

CLASS: DH18TA STUDENT’S CODE: DTA176083 ACADEMIC YEAR 2020 - 2021

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During the practice course at Phuong Vi Restaurant, I learned a lot of usefulthings about restaurant skills, communication skills, organization skills, solvingproblem skills and building team Besides that, I would like to send thanks a lot forhelping me to finish this course

Firstly, I am sincerely grateful to Mrs Bui Thi Thuy Trang who is myinstructor She gave me a lot of advice when I had problem I can easily finish myreport thank to her help

Secondly, I would like to thank to the authority of An Giang University Theyfacilitate for me to complete this course Moreover, Department of ForeignLanguage and English still supported me during the practice course, I also wouldlike to send my appreciation to all teachers in the Department

Next, I would like to express my deepest appreciation for the assistance given

by Ms Nguyen Hong Tho – Restaurant Manager at Phuong Vi Restaurant who is

my direct instructor, as well as all of staffs for their support, sincere guidance andgood advices to me during the course

Last but not least, I also want to send my sense of gratitude to my familiesand friends who encourage me I finally finished my internship report, thanks for allhelp of those people above

TABLE OF CONTENTS

ACKNOWLEDGEMENT……… 1

TABLE OF CONTENTS……… 2

LIST OF ABBREVIATIONS……… 4

LIST OF PICTURES, CHARTS AND TABLES……… 5

CONTENT……… 6

A INTRODUCTION……….…… 6

I Purpose of the practice course……… ……… 6

II Content of report ……… 6

B CONTENT……… ……… 7

I General information of Phuong Vi Restaurant……… 7

1 Restaurant Introduction……… 7

2 Restaurant Organization……… … 9

3 Service and Facilities……….… 10

II The procedure of the practice course……… … 13

1 Working time……….… 13

2 The process of serving at the restaurant……….… 13

2.1.Before shift……… 14

2.2.Serving guests……… 15

2.3.After shift……… 15

2.4.Other activities……… … 16

2.5.Requirement and Responsibility……… … 16

III An assessment of the Internship……… 18

II Suggestions……… 20

1 Suggestions for the Phuong Vi Restaurant……….……… … 20

2 Suggestions for AGU and Department of Foreign Language 20

INTRODUCTOR’S FEEDBACK……… … 21

REFERENCES……… 22

LIST OF ABBREVIATIONS

AGU: An Giang University

LIST OF PICTURES, CHARTS AND TABLES

Picture 1 Phuong Vi Restaurant……… ……… 7

Picture 2 Location of the Restaurant……… …… 8

Picture 3 Small VIP room……… … 10

Picture 4 Large VIP room……… … 11

Picture 5 Bar at Phuong Vi Restaurant……… 12

Picture 6 Wine of Bar……… 12

Chart 1 Phuong Vi Restaurant Organization Chart……….… 9

Table 1 Working time……… 13

A INTRODUCTION

I Purpose of the practice course

In four-year of university, the practice course is an opportunity to getacquainted with the practical working environment for students I can applyknowledge I learned at university into practice Moreover, the course is also aperiod for me to learn, practice working style and deal with problemsoccurring From there, I learned experiences and developed my skills forfuture job

II Content of report

This report is summary and conclusion for the practice course atPhuong Vi Restaurant There are four parts: General information of Phuong

Vi Restaurant; The procedure of the practice course; Experiences, Benefitsand Drawbacks; General conclusion, Suggestion for the Internship Companyand for Foreign Language These parts will be presented in the report

ThursdayFridaySaturdaySunday

8AM–10PM8AM–10PM8AM–10PM8AM–10PM8AM–10PM8AM–10PM8AM–10PM

(Picture 1 Phuong Vi Restaurant)

Phuong Vi Restaurant is located at 346, Phan Ngoc Hien Street, 9Ward, Ca Mau City, one of palaces in Dat Mui area The restaurant hasspecific characteristics in western waters, but few restaurants get it.

(Picture 2 Location of the Restaurant)

In particular, Phuong Vi Restaurant specializes in serving Ca Mau’sspecialties such as grilled Mud clam with salt and pepper, hot pot salted fish,salt roasted turtle, grilled chopped squid, so on

When customers come to Phuong Vi Restaurant, they always receive aconsiderate, warm welcome, caring and dedicated service The restaurant willleave guest with unforgettable deep impressions The goal of the restaurant is

"Please go with satisfied visitors" Therefore, the restaurant will constantlyinnovate in service, as well as in quality to meet the increasing demands ofcustomers

2 Restaurant Organization

The organizational structure of the unit includes the following parts:

Chart 1 Phuong Vi Restaurant Organization Chart

Staff is extensive experience and professional service style Therestaurant has a modern way of organizing party and reasonable prices Staff

of Phuong Vi Restaurant is ability enough to meet the customer’s needs

3 Service and Facilities

The restaurant has a system of spacious rooms and banquet halls,architecture, interior style is harmonious and airy The restaurant canaccommodate about 1.500 diners and divided into 5 areas with its owndesign This is the ideal place to hold important events such as weddings,conferences, festivals, birthdays

Moreover, Phuong Vi Restaurant has VIP rooms in the 1st Floor,including: Small VIP room and Large VIP room Small VIP roomaccommodates 10 guests and 20 guests with Large VIP room VIP rooms aredesigned by modern and luxurious facilities such as air conditioning, 24 inches

TV, wooden floor and the wooden chair and other luxurious equipment

(Picture 4 Large VIP room)

In addition, Phuong Vi Restaurant also has Bar Customers can enjoysome of wine and beverage here.

(Picture 5 Bar at Phuong Vi Restaurant)

II The procedure of the practice course

I worked as a waitress at Phuong Vi Restaurant I tried my best for mymission Moreover, I learned experience from the practice course

1 Working time

Table 1 Working time

The day shift 8am-2.30pm

The night shift 2.30pm-10pm

According to the table, it can be seen that there are two shifts for staffchoosing If some of them work in the day shift, they must work in the nightshift tomorrow They can absent a day in a week and alternate together.Sometime, they must work overtime when the restaurant has wedding parties

or big parties

As a rule, staff must be present 15 minutes in the advance to prepare.The staff of Phuong Vi Restaurant has their own uniform Male staff wearswhite shirt, black trousers and leather shoes Female staff wears white shirt,

A line skirt (do not be too short) and ballet flats (3cm high)

Principle of work: The staff works seriously, carefully, serve customerattentively, best meet all customers’ needs

2 The process of serving at the Restaurant

In service of food and beverage orders, beverages are served first When Iserve beverages I always do it from the right of the guest While the guests arewaiting for their meal, bread and butter must be served immediately Before

need to be changed then it must be done before the food comes to the table.This must be done discreetly, ensurong minimum untrusion and disturbance

to guest and with minimum cluttering Food order must be announced beforethe service

In service of food, I serve food from the right-hand side However,platter to plate or silver service must be from left-hand side The guests donot have to wait for a long time between the courses During process ofservice guests must be asked whether the food is up to their expectation.Water and other food items must be served as soon as it is over Before Iremove anything from the table and I seek guest’s permission

Step of cleaning is important I used plates are cleared from the hand side Plates are cleared after all the guests on the table have finishedtheir meal Indication for closing the meal is done by placing a knife and forktogether across the plate Ensure that all the dishes are cleared from the table.Ensure that cruet set, butter dish, bread boat, cutlery unused by the guest isremoved from the table Do not remove bud vase ashtray and glasses from thetable All dirties should be taken for dishwashing except cruet set, whichmust be left on the side station

right-2.1 Before shift

 Staff are present 5-10 minutes earlier at the workplace each shift to ensure uniform, style and take shift

 Clean restaurant and table

 Set up of table and chair, tablecloths, vase, navigation tools,

…according to restaurant standards

 Always ready to serve guests.

2.2 Serving guests

 Receive guests from Hostess

 Give the menu Advise guests to choose suitable dishes and drink when guests request

 Record customer’s order

 Transfer order for cashier, kitchen, bar

 Serve dishes and drink according to customer’s order, ensuring the right table and the right order

 Make wine pouring – adding wine, adding sauce, recording additional order

 Pay for customers in accordance with the restaurant’s

standards

 Welcome guests, say goodbye to guests – clean the table, clean up a new table to prepare to serve the next guest.Staff remember that they must be willing to respond to thelegitimate requirements of customers and enthusiastically answercustomer questions when they asked The staff are available to assistguests with meal problems: guests spilling drinks, broken dishes, etc

2.3 After shift

 Staff report their work to the supervisors and resolve

problems occurring during the work shift

 If staff work the morning shift, they will hand over the work

to the next shift

 If staff work the night shift, they clean at the end of shift

2.4 Other activities

 Support other Waiter/Waitress to serve customers when therestaurant is crowded and deal with problems arising in therestaurant (The staff must report to supervisors some ofproblems which are serious)

 Deploy the restaurant’s Marketing programs

 Do other work when supervisors required

2.5 Requirement and Responsibility

2.5.1 Requirement

When I worked as a waitress, I recognized that I need to a lot ofrequirement for my work First of all, I must have good style andattitude of working I need to clean clothes, neat hair, especiallyworking style have to be agile and dynamic

In general rule, I have to work on time I need to adapt toflexible work hours because the restaurant usually has wedding orparty outside working time

In addition, I must walk and stand for long hours This isobvious because I am always willing to serve customer when theyneed it Next, when I serve customer, I must carry plates or trayswithout dropping anything This makes customers uncomfortable

During service, I always smile even though I am tired I havebeen asked that I maintain a good attitude in front of my customersbecause my attitude will affect mood of customers and seriously gives

a bad impression to the restaurant

Next, I set up table according to menus which customersordered For example, Mr T ordered European dishes I have to putspoon and fork on the table, but Mr D ordered Asia dishes I will putchopsticks on the table It is important that utensils for eating must set

up according to standard of the restaurant

The restaurant is clean that depends on waiter/waitress Iusually clean immediately when the restaurant gets dirty even a littledirty However, I also take care of customers I observe my guests tocheck that they are satisfied with their meal

A waitress is also a representative for the restaurant so I willinform patrons of any specials of the restaurant This makes customersfeel happy because the restaurant was interested them and they maycome back again

Last but not least, I am always willing to prepare the bill fortables when customers requested This is an important mission ofwaiter/waitress because if customers wait for a long time, they willangry

III An assessment of the Internship

3.1 Learning from the Internship

Working as a waiter at Phuong Vi Restaurant, I learned a lot of usefulexperience from the practice course Moreover, I also learned skills

The first one is communication skills I always keep smile when greetcustomers I advise the dish in accordance with the needs of each customer.The voice should be gentle and polite Besides that, I must be patience Incase of meeting fastidious guests, I have to be calm and act deftly so that myclients feel respected

Next, observation skills are one of necessary skills of awaiter/waitress I always watch over my guests whenever they need my help Ican serve immediately

In addition, I need to take care of customers by pulling chairs for them

to sit on It is still necessary to ask customers if they are satisfied with thefood and the service attitude of the restaurant However, I need to havecustomer care skills so that I can do those things

Problem-solving skills help me equipping necessary knowledge tosolve the problem without affecting to guests and reputation of the restaurant

If problem is beyond my capabilities, I get supervisor help me this problem

3.2 Advantages and Disadvantages

3.2.1 Advantages

During my practice course, I received a lot of helping of staff atPhuong Vi Restaurant They are friendly and humorous I often ask

helpful I felt comfortable for working She provides for mespecialized knowledge.

Moreover, Phuong Vi Restaurant is a wonderful place with me.Here has a good equipment and environment, so it was easy for me toworking

I was afraid when I worked in the night shift because this shift

is crowded I have to be energy enough to serve guests in comfortablestate

I cannot chance to approach foreigners to practice speaking andcommunication skills because epidemics are raging This is limitative

in process of the internship

Although I have to deal with many difficulties in process ofInternship, I made every effort to overcome them and finish my report

C CONCLUSION AND SUGGESTION

I General conclusion about the practice course

In short, I have completed well my practice course The Internship is an

opportunity for students have the first experiences and the precious lessons.Although I made mistakes because of lacking of preparation on soft skills Atthe restaurant, I learned about specialized knowledge and clearly understandabout process of serving Anyway, thanks to AGU, Phuong Vi Restaurant and

my efforts to help me overcome difficulties that they have been useful for me

in the future job After the internship, I found myself more mature, got newexperiences and interesting things

II Suggestion

1.1 Suggestion for the Phuong Vi Restaurant

Phuong Vi Restaurant has created the best conditions for students ofAGU Therefore, I do not have any ideas about the way they teach students.However, I only expect Phuong Vi Restaurant may give trainees morespecific guidance than only serving guests because the internship is chance toget acquainted with the practical working environment for trainees I need toexperience many positions in the restaurant to clearly understand about things

to do

1.2 Suggestion for AGU and Department of Foreign Language

I have received a lot of helps from my teachers and friends during thiscourse at AGU and practicing at Phuong Vi Restaurant Therefore, I onlyexpect AGU and Foreign Language Department may change the internship’stime after the 8th semester because when students finished the internship they