Báo cáo thực tập tốt nghiệp ngoại ngữ restaurant specialist skills and knowledge at victoria chau doc hotel

LIST OF ABBREVIATIONSVCD: Victoria Chau Doc HotelFFL: Faculty Foreign Languages AGU: An Giang University TMG: Thien Minh Group GM: General Manager HR: Human Resources CD: Chau Doc VND: V

TABLE OF CONTENTS

ACKNOWLEDGEMENT 3

LIST OF PICRURES, CHARTS AND TABLES 4

LIST OF ABBREVIATIONS 5

ABSTRACT 6

OBJECTIVE 7

PART A: DESCRIPTION OF INTERNSHIP COMPANY 8

I HOTEL INTRODUCTION 8

1 Thien Minh Group and the chain of Victoria Hotel and Resorts 8

1.1 Thien Minh Group 8

1.2 The chain of Victoria Hotel and Resort 8

2 Victoria Chau Doc Hotel 9

2.1.Hotel Location 10

2.2 Historical background of Victoria Chau Doc Hotel 11

II HOTEL ORGANIZATION 11

III BUSINESS OPERATION: 14

1 Accommodation 14

1.1 Superior Room 15

1.2 Deluxe Room 15

1.3 Suite Room 16

2 Food and Beverage 17

2.1.Bassac Restaurant 17

2.2.Tan Chau Bar 18

IV HOTEL FACILITIES AND SERVICES 19

1 Hotel facilities 19

1.1 Swimming pool 19

1.2 Speedboats 20

1.3 Tra Su Meeting Room 20

1.4 Spa and Beauty 21

1.5 Boutique 21

1.6 Chau Giang cafeteria 22

2 Hotel services 22

PART B: INTERNSHIP ACTIVITIES 23

I INTERNAL RULES FOR TRAINEE 23

II WORKING TIME AND SHIFT FOR TRAINEE 23

III DUTIES OF TRAINEE 24

IV DAILY WORKS AND ACTIVITIES OF A TRAINEE 25

1 Some of my tasks in the morning shift 25

2 Some of my tasks in the afternoon shift 25

3 Some of my tasks in the evening shift 26

PART C: AN ASSESSMENT OF THE INTERNSHIP 27

I ADVANTAGES 27

II DISADVANTAGES 27

III CAUSES AND SOLUTIONS 28

IV WHAT I LEARNT DURING MY INTERNSHIP 28

PART D: CONCLUSION AND SUGGESTION FOR INTERNSHIP 29

I CONCLUSION 29

II SUGGESTION 29

1 Suggestion for an internship company 29

2 Suggestion for future trainee 30

3 Suggest for Faculty of Foreign Languages and Vietnam National University Ho Chi Minh - An Giang University 30

REFFERENCE 31

ACKNOWLEDGEMENTThe successful accomplishment of this report depends largely on thecontribution and guidelines of many people whom I want to express my deepestgratidute for having accompany me on this journey.

First and foremost, I would like to convey my sincere thanks to the FacultyForeign Languages, Department of English Linguistics Translation &Interpretation and Vietnam National University Ho Chi Minh City - An GiangUniversity for creating all favorable conditions for me to learn and experience,

to apply my academic skills and knowledge into real life as well as to have agood preparation for my future

In addition, I greatly appreciate supporting of Mrs Truong Thi Thanh Nga,

my instructor To me, her helpful sharing, sincere suggestions, useful advices,also on-phone calls and cozy conversations are one of those factors to help meaccomplish this internship period

Moreover, I am particularly grateful to Mr Nicolas – General Manager and

Mr Hien – Human Resources Manager, who have given me the opportunity topractice at Victoria Chau Doc hotel Especially, I am heartily thankful to theassistance given by Mrs Lam Thi Kim Hoa - Bar & Restaurant Manager, Ms

Le Thi Tuyet Suong Bar & Restaurant Supervisor and Mr Dinh Hoang Huy Cashier Supervisor because of valuable lessons, continuous guidance, willing tosend precious time to guide me day after day

-Besides, I also send my special thanks to staff members working at VictoriaChau Doc Hotel; they are willing to cooperate and enthusiastically assist me asmuch as possible We have the best memories that will not be faded in my mind

At the end, I would never forget the encouragement and supporting of myfamily and friends always standing by me during my internship and period forcompletion this report

Picture 1 Victoria Chau Doc Hotel 9

LIST OF ABBREVIATIONSVCD: Victoria Chau Doc Hotel

FFL: Faculty Foreign Languages

AGU: An Giang University

TMG: Thien Minh Group

GM: General Manager

HR: Human Resources

CD: Chau Doc

VND: Viet Nam Dong

EEM: Electricite et Eãu de Madagascar

ISO: International Standards Organization

LCD: Liquid Crystal Display

Depts: Department

S: Shift Number 0

S1: Shift Number 1

S7: Shift Number 7

H1: Haft Shift Number 1

H4: Haft Shift Number 4

ABSTRACTThe whole internship process and result at Victoria Chau Doc Hotel areclearly presented from general to detail information in this report The first part

is the description of the internship company including the chain of VictoriaHotel & Resort and Thien Minh Group and some material facilities aboutVictoria Chau Doc Hotel In the next part, I would show internship activities andwhat I experienced at the company with advantages, disadvantages, causes andsolutions and some useful lessons I learned from new tasks as well as the way Iovercame problems during training time The last part is the conclusion of theinternship and would give some suggestions for VCD, future trainees and FFL

& AGU in the following years

An internship, which has to be carried out outside the university, is part of the

curriculum Thanks to the internshipprocess, students have a great opportunity to apply the academic knowledge andskills into their work, to express themselves with their own opinion and attitude,are able to learn and cultivate more in the real workplace That is the reason Idecide to do a trainee at Victoria Chau Doc Hotel I personally think in this place

I can have a professional working environment and good facilities to learn andpractice knowledge and skills of Hotel and Restaurant As a 4-star internationalhotel, Victoria Chau Doc Hotel attracts a large foreign tourist, so this is an idealcondition for English student like me to demonstrate my communication andlanguage ability I believe that this is a wonderful place that helps me increase

my competences, improve my speaking English skill with confidence andfluency Although internship time was short, experiences I obtained that aregreat

PART A: DESCRIPTION OF INTERNSHIP COMPANY

I HOTEL INTRODUCTION

1 Thien Minh Group and the chain of Victoria Hotel and Resorts

1.1 Thien Minh Group

TMG was established in 1994, is a leading tourism business in Vietnam,owns three major travel brands, an online travel booking company, and 11 hotels

in the segment from 3 to 4 stars, and a hotel management company Every year,Thien Minh welcomes about 90,000 tourists and serves about 200,000 touristsusing accommodation services at hotels under the group TMG Vietnamcurrently owns a number of famous brands in the market such as Buffalo Tours,Hai Au Aviation, Victoria Hotels and Resorts, ÊMM and iVIVU.com

1.2 The chain of Victoria Hotel and Resort

Victoria Hotel and Resorts, one of the chains of Thien Minh Group, is acombination of Indochina beauty and the French architectural style withflourishes of local tradition It is located in outstanding tourist destinations inVietnam, Laos and Cambodia Victoria hotel and resort chain offers visitors aunique experience of a true Indochina From the pristine mountains surrounding

Sa Pa town, to the ancient town of Hoi An, through the coastal sand dunes ofPhan Thiet to the unique floating market of the Cuu Long region and the ancientcity of Luang Prabang, visitors will always find in Victoria, the sincerehospitality and the passionate and enthusiastic spirit typical of East Asianculture Not only that, the hotel always wants to bring visitors to feel the magic

of Indochina through experiences close to the people and local culture

2 Victoria Chau Doc Hotel

Victoria Chau Doc Hotel is a luxury 4-star hotel in Chau Doc city, rated asone of the most famous and comfortable hotels in An Giang province The hotel

is built following French architecture, cozy style, blending with the surroundingnature, and is an ideal stopover to explore the fascinating Chau Doc region.Thanks to the unique location of the hotel, visitors can see the whole landscape

of the river, from the floating fishing villages with diligent residents, thebustling floating market with commercial activities or the peace and gentlenessCham village Victoria Chau Doc Hotel has been nominated by The Guidemagazine, under the Vietnam Economic Times, for the slogan "Preserving agreen environment”

Picture 1 Victoria Chau Doc Hotel

2.1.Hotel Location

Picture 2: Location of Victoria Chau Doc Hotel

Address: No 1 Le Loi, Chau Doc city, An Giang province

it is 270 km from Ho Chi Minh city, 120 km from Can Tho and 200km fromPhnom Penh Especially, the junction between Chau Doc and Phnom Penh is thefamous Me Kong River With only 5 hours, Victoria Speedboat in Victoria ChauDoc Hotel will help visitors have an enjoyable journey between two destinations

in these two different countries

2.2 Historical background of Victoria Chau Doc Hotel

Starting the business in December 1999, the international four-star hotel inChau Doc was firstly named Victoria Hang Chau Hotel From 1999 to 2007period, it was known as a joint-venture hotel between Vietnam and France In

2006, the hotel officially changed its name to Victoria Chau Doc Hotel, but from

2008 to February 2011, its starting investment was totally from France In early

2011, Victoria Chau Doc Hotel has received 100 percent of Vietnameseinvestment and has been currently under the management of Thien Minh Group.TMG has acquired all shares of EEM Victoria (Hong Kong) Limited, therebyowning 7 Victoria hotels in Vietnam, the global Victoria brand and VictoriaHotel Management Company Vietnam The hotel is now doing well in itsbusiness operations as it is considered an ideal accommodation unit with aconvenient location, fantastic room facilities and also exquisite hotel amenities

II HOTEL ORGANIZATION

VCD builds for itself a strict and professional structure to ensure that it canhelp the hotel gets a solid position in business market as well as gain moreprofits from business and increase sales each year Besides, it also has a clearand specific assignment for each division and unit, according to its ownfunction Moreover, in each department, there are authorities as the head ofDepts, superiors who take the responsibility to manage, promote and supervisejunior staffs and make plan for their Dept as well

Here is the chart of VCD organization:

Chart 1: Victoria Chau Doc Hotel Organization Chart

As you can see from the chart, each title and department has specific as thefollowing:

General Manager (GM): the head in charge of all operations of the hotel,responsible for leadership and general management, property management,planning and orientation for hotel development

Executive Assistant of the General Manager (Deputy Director): directlymanaging junior staff, on behalf of the GM handle some of the work underhis/her jurisdiction and participating in the recruitment work, directing the hoteldepartments to operate

Human Resources Administration (HR): implementing issues relating to HR,labor allocation, salary, disciplinary reward, training and retraining employeesand staff, managing official documents, receiving documents, regulations andcirculars of superiors, etc

Accounting Department: closely organizing work, participating in revenueand expenditure activities and financial matters of the hotel, supervising theentire production and business activities of the company, declaring and payingtaxes, tracking debt collection in a timely, complete and accurate manner andorganization an inventory of the balance of goods, periodic inventory of hotelwarehouses and assets

Reception Department: carrying out the reception upon the guest's arrival anddeparture, coordinating rooms and making payment procedures, cooperatingwith others part to satisfy and meet customer's needs, receiving reservations andselling services and products of the hotel such as souvenirs, swimming pools,tour offers, etc

House Keeping Department: cleaning and maintaining rooms based on theprescribed standards, preparing rooms for guests, managing devices and utensils

in rooms and checking services that customers use and informing thereceptionist

Restaurant & Bar Department: Receiving party order and conference room;preparing dining table, drinks and other necessary conditions, serving guests inthe menu, buffet party or order food according to security process food hygieneand managing and using of equipment in restaurants ensure hygienic standards.Kitchen Department: Confirming menus and processing dishes based onmenus or guest's orders, ensuring food hygiene and quality, managing and usingthe kitchen equipment in ISO standards.

Maintenance Department: repairing and maintaining all equipment in thehotel such as electrical and water systems, generators, waste discharge systems,fire alarm, telephone switchboards, television, satellite, etc

Protection Department: ensuring safety, security and order about people andproperty of guests as well as of the hotel, transporting passengers' luggage andmanaging the vehicles for staffs and passenger

III BUSINESS OPERATION:

Victoria Chau Doc Hotel's main business is room rental, food & beverageservice, speedboat (Victoria Speedboats) from Chau Doc to Phnom Penh(Cambodia) and vice versa In addition, Victoria Chau Doc Hotel also organizesweddings, birthdays, parties, gatherings, wedding photography, guides tours tovisit nearby tourist destinations such as Tay An Pagoda, Land Lady temple,Hang pagoda, Tra Su cajuput forest, Cam mountain, Chau Doc raft village,Floating market and Cham village

1 Accommodation

VCD has a total of 92 rooms including 4 luxury suites, 40 deluxe rooms and

48 Superior rooms All hotel rooms are made with wooden floors and

1.1 Superior Room

sofa and writing desk It has a harmonious combination of wooden furniturewith linens of national motifs and decorative objects in the West Guests willhave a chance to see CD city at night with the entertainment of young people

Picture 3 Superior Room

Picture 4 Deluxe Room

1.3 Suite Room

It is an area of 42 square meters and with spacious space This is the biggestroom in the hotel with luxurious bathroom, private balcony with seatsoverlooking the Bassac River, free drinking in the mini bar and free laundry Itincludes 1 large double bed (king-size), windy living room area where guestscan relax, watch the boats back and forth at the river junction Besides, it has allwooden furniture, decorated with local materials

Picture 5 Suite Room

Here is the room rate at the hotel:

Table 1: VCD Room Prices Table: ( as at 31rd December,2020)

§ Check in : 2 pm and check out: 12 pm

§ Extra bed: 1,160,000 VND

2 Food and Beverage

2.1.Bassac Restaurant

Picture 6 & 7 The Bassac Restaurant (inside& terrace)

Bassac restaurant is located on the banks of the Bassac river, has an ideal placewith spectacular views right in the heart of CD Guests can enjoy the beauty of anearly morning sunrise and see how the skyline and waterway merge perfectly.Specialties of the restaurant include European and Vietnamese cuisine plusbarbecues on the riverbank terrace It is also the place for customers to get a taste ofthe Mekong spirit with a variety of Mekong food choices Bassac Restaurant has acapacity of 100 guests indoors and 50 guests outdoor and opens every day from 6

am to 10 pm Guests will have a buffet or a la carte for breakfast With buffetservice, guests select their meals from an attractive arrangement of food on servingtables Coffee and tea are always served by the staff of the restaurant The highseason of the restaurant is from October to March In particular, guests will enjoy aromantic and warm space with light yellow candles, flowers full of colors orpassionate aroma of red wine on special days such as

organized into categories; menu