Báo cáo thực tập tốt nghiệp ngoại ngữ the process of serving and solving problems in a restaurant

Throughout the two months of internship at The Myst Dong Khoi Hotel, Ihave had a wonderful time there and also received many pieces of critical advicefrom departments, especially from th

AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES

THE PROCESS OF SERVING

AND SOLVING PROBLEMS IN A RESTAURANT

INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 FULL NAME: DƯƠNG DIỆP TRÚC LY

STUDENT’S CODE: DTA176125

District 1, Ho Chi Minh city.

April 22 nd , 2021.

To teachers in An Giang university,

To all of staffs in The Myst Dong Khoi Hotel,

Firstly, I would like to express my utmos graditude to all my teachers at

An Giang University who always instructed me to be able to complete myinternship perfectly

Throughout the two months of internship at The Myst Dong Khoi Hotel, Ihave had a wonderful time there and also received many pieces of critical advicefrom departments, especially from the Food and Beverage manager, Mr TranDong Hung Although Mr Hung is a man of responsibilities, he has alwaysextended his enthusiasm and aided me in any means possible to complete thistraining period by giving sincere guidance and encouragement

Besides, I would like to further express my thankfulness to my colleagues,who have been by my side and supporting me since the first day of myinternship It is fortunate for me to receive a lot of love and praise from mysupervisors and captains thus motivated me every day to maintain my enthusiasmfor the job

Also, I feel thankful when I got my family as a companion They havealways been backbone that upheld me unconditionally to get an opportunity towork in this professional environment

This is a tough but unforgettable time It made me realize my self-worthand be aware of my both strengths and weaknesses Furthermore, this internshiptaught me how to be an exceptional employee by taking responsibility at theworkplace and share my help with colleagues

TABLE OF CONTENTS

LIST OF PICTURES 4

ABBREVIATIONS IN F&B DEPARTMENT 5

OBJECTIVES AND CONTENTS 6

INTERNSHIP UNIT’S INFORMATION 7

1 SILVERLAND HOSPITALITY AND SPAS ’ . 7

2 THE MYST DONG KHOI HOTEL COMPANY LIMITED 8

2.1 INTRODUCTION 8

2.2 F&B DEPARTMENT ORGANISED CHART 9

2.3 SERVICE 10

PERSONAL EXPERIENCE 15

1 SERVING PROCESS 15

1.1 The serving process will follow the following steps: 17

2 SOLVING PROBLEM PROCESS 18

2.1 The guest does not remember the room number 19

2.2 Their room does not include breakfast 19

3 ADVANTAGES, DISADVANTAGES & CONCLUSION 19

3.1 Advantages 19

3.2 Disadvantages 20

3.3 Conclusion 20

SUGGESTION 22

1 Suggestion for The Myst Dong Khoi Hotel 22

2 Suggestion for An Giang University 22

3 Suggestion for AGU's student……….22

INSTRUCTOR’S FEEDBACK 23

LIST OF PICTURES

Picture 1 Silverland Group’s logo………8

Picture 2 The Myst’s logo………9

Picture 3 The Myst Hotel……….9

Picture 4 Bason’s front area……….……11

Picture 5 Bason’s back area……….…….11

Picture 6 The Nest in the night……….…….12

Picture 7 View from the 12th floor ……….………12

Picture 8 Bar Bleu with a gym on the top……… …………13

Picture 9 Infinitive pool with city view……….…………13

Picture 11 Birthday party in Ery………14

Picture 10 Ery Hall……….…………14

Picture 12 Galaxy meeting room……….…… 15

Picture 13 An event in Galaxy……… …….15

Picture 14 Outside……….….…16

Picture 15 Inside……….………16

Picture 16 Breakfast Report……….… 17

Picture 17 The Nest breakfast menu……….….18

ABBREVIATIONS IN F&B DEPARTMENT

GM General ManagerF&B Food and BeverageFBM Food and Beverage ManagerFOC Free of Charge

POS Point of Sale

OBJECTIVES AND CONTENTS

Currently, my development direction is English for tourism and hospitalityand a career path in is also my passion since childhood That is why I alwayswant to approach and learn more from different working environments That wasalso the first goal when I applied to Hotel The Myst Dong Khoi

I used to work at a restaurant with fairly simple procedures, so I decided toopen myself to new challenges and venture to territories that I have never dared

to set foot on before Working in a professional environment has quite thepressure, though, I have learned a lot of things and of rules that classroomenvironment hardly be able to provide

Without a doubt, this is also a great chance for me to get face to face withpractical problem which help me be more steadfast in my resolution I have met alot of customers here and every day when I welcome guests, I will actively askand talk to them to learn more about their enjoyment and feedback about thequality of service of the hotel Sometimes, they talked to me like their friends andshare everything with a smile and polite attitude It is just a little thing, however,those stories and suggestions helped me learn more and improve mycommunication skills

In the content of this report, I will demonstrate the ability to work in theserving sector as a hostess in The Nest restaurant while also showcasing

proficiency in solving problems

Therefore, this report will not only illustrates the procedure of service but also clarifies the way we deal with those challenges on the daily basis

INTERNSHIP UNIT’S INFORMATION

1 SILVERLAND HOSPITALITY AND SPAS’

Picture 1 Silverland Group’s logo

Silverland Hospitality and Spas’, which The Myst Dong Khoi Hotel is asubsidiary of, was established in 2011 It is being recognized as a groupbelonging to the private economic sector, specializing in the construction,operation, and management of hotels under the boutique hotel model

In less than 10 years of operating, up to now, Silverland Hospitality hasbeen developing its systems including The Myst Dong Khoi Hotel, the first hotel

in a 5-star standard chain; and 8 hotels under the Silverland brand of standard 3and 4 star They are Silverland Central (2001), Silverland Min (2009), SilverlandJolie (2010), Silverland Sil (2011), Grand Silverland (2012), Silverland Sakyo(2014), Silverland Yen (2016), Silverland Charner (2018)

Whether according to the 3-star or 4-star standard, the hotels provideguests with full-service accommodations from rooms, bars, restaurants, gym &spa, outdoor swimming pool with expensive views

With its high-quality products and services, Silverland Hospitality Grouphas raised the level of the private hospitality business to a new level, while alsocontributing to the domestic customer service industry by improving the quality

of human resources, building the image of a civilized, modern Vietnam, but rich

in humanity and towards sustainable tourism development

2 THE MYST DONG KHOI HOTEL COMPANY LIMITED

Picture 2 The Myst’s logo Picture 3 The Myst Hotel

The Myst Dong Khoi hotel 06-08 Ho Huan Nghiep street, Ben Nghe ward, District 1, Ho Chi Minh

city Email : info@themystdongkhoihotel.com Website : www.themystdongkhoihotel.com 2.1 INTRODUCTION

Located in the heart of the bustling and vibrant commercial and financialcenter of the city, The Myst Dong Khoi Hotel consists of 108 rooms with aunique design in a minimalist and luxurious Indochinese style; a "mysteriousoasis" is sought by many domestic and foreign tourists to stay in their tours andvacations True to its name, The Myst Dong Khoi Boutique Hotel has a rustic,simple, but charming, luxurious, and slightly "mysterious" appearance Coming

to The Myst, visitors have the opportunity to enjoy a unique lifestyle that only theold Saigonese had

From the outside, The Myst's architecture creates an evocative andconnected feel with the modifications of the building concrete pieces andmaximizing the natural green Nevertheless, when starting to set foot on the steps

of the hotel lobby, visitors seem to be led back to the space of historic marinas,pristine, simple, familiar alleys that are attached to the whole life Every detailabout a shape, line, or material is a careful selection

2.2 F&B DEPARTMENT ORGANISED CHART

Mr Tran Dong Hung

Food and Beverage Manager

Mrs Huynh Tuyet Dung Mr Ngo Anh Viet

Assistant Food and Beverage Head Bar

Manager

Mr Le Manh Linh

Mr Le Nguyen Xuan Bao

Bartender Supervisor Restaurant Supervisor

Khuu Nguyen Gia Mi

Mr Pham Van Mr Nguyen Tan

Nguyen Ha Minh Phuc

Captain Captain

Bartender/Barista Official Trainee

Waiters/

Waitress

2.3 SERVICE

2.3.1 BASON CAFÉ (G FLOOR)

The name Bason is derived from Ba Son port and its precursor is the

shipyard From the French colonial period, Ba Son was operated as a shipyardunder the name Arsenal de Saigon Therefore, Bason Café got the idea for theirconcept from there and acquired components and the anchors is being hung infront of the hotel, its weight is approximately 2 tons

Bason Café is opened from 6:30 AM to 10 PM and divided into 2 areas.Outside the lobby area with open space for guests wishing to smoke, there is also

an air-conditioned seating area at the back of the hotel lobby

It serves water dishes such as tea, coffee, nutritious drinks, breakfast,lunch, and dinner

Picture 4 Front area

Picture 5 Back area

2.3.2 THE NEST RESTAURANT (12 TH FLOOR)

The Nest is one of the hallmarks of The Myst It serves breakfast buffet,English standard afternoon tea and dinner (in case guests book in advance) It notonly has a cozy luxurious space, but also a wonderful Vietnamese and Westerncuisine

With a capacity of up to 100 guests, The Nest is always a priority position

to organize birthday parties, or corporate gatherings

Picture 6 The Nest in the night

Picture 7 View from the 12 th floor

2.3.3 BAR BLEU ROOFTOP, FITNESS AND POOL (15 TH FLOOR)

Referring to The Myst, it is impossible to ignore Bar Bleu Which islocated on the rooftop of the hotel, an extremely favorable location, specializing

in serving alcoholic drinks and beer In addition, there is an infinity pool andsauna, with a view of the bustling city center Not only that but Bar Bleu is alsoequipped with a gym located above the floor to serve the health needs of guestsstaying here

Fresh air with delicious drinks, Bar Bleu is often chosen by customers toparty and especially a small wedding party with a cozy space with a capacity ofnearly 80 seats

Picture 8 Bar Bleu with a gym on the top

Picture 9 Infinitive pool with city view

2.3.4 ERY HALL

Ery - a pivotal part of The Myst, that makes up The Mystery With a cosyspace covered by green trees, Ery creates a feeling of mystery but also closer tonature than ever The highlight of the Ery hall is the stage side combined with thesky well, this is considered as Son Doong cave in the heart of Saigon

Ery is always appreciated in association with class luxury, delicious and catching food, in addition, with a capacity of more than 100 seats, customers canorganize parties or meetings

eye-Picture 10 Ery Hall

2.3.5 GALAXY – MEETING ROOM

The name "Galaxy" speaks to the characteristics of this meeting room, thelights shimmering like stars, creating the feeling of sitting in the middle of thegalaxy The capacity is nearly 200 seats and can be divided into 2 small meetingrooms, Mars and Venus

Specializing in providing tea-break services with modern lighting andsoundproofing systems, Galaxy will be a suitable place for conferences, seminarsand events

Picture 12 Galaxy meeting room

Picture 13 An event in Galaxy

PERSONAL EXPERIENCE

During the 2 months of my internship, I was able to experience working invarious positions, such as waitress, cashier, and especially hostess which was also the position that I held almost throughout this internship

The hostess is known as the employee of the restaurant and is responsiblefor welcoming of guests Furthermore, hostesses are seen as the representatives,the hostess's image and manner will influence the customer reviews of thatrestaurant Therefore, the service process at The Nest restaurant is alwaysenhanced and changed flexibly, to accommodate the visitors thoroughly in theirjourney at the establishment

1 SERVING PROCESS

At The Nest, it is a buffet type and its opening hours are from 6 am to 10

am, on Saturdays and Sundays, they will open until 10:30 am Currently, therestaurant is divided into 2 areas, the interior house a buffet line, food checkerand bar counter and the exterior contains as area for smoking guests with riverview and Bach Dang wharf

Picture 14 Inside

Picture 15 Outside

1.1 The serving process will proceed with the following steps:

1.1.1 WELCOME GUESTS

Greeting guests is crucial and often hostess will use the basic greeting

"The Nest xin chào!", if the guest is a foreigner, they will use the phrase "Goodmorning sir/ma'am!"

In particular, there is a noticeable amount of Chinese visitors, so inaddition to English and Vietnamese, the hostess will also greet them with aChinese phrase "Zǎoshang hǎo" and it is synonymous with a good morning

1.1.2 INFORMATION APPLICATION

For the most part during the morning, the hostess will receive a breakfast

report (Picture 16.) at the hotel website and proceed to print it out If there is

additional information, the receptionist will be notified via the chat group

"Breakfast Request"

Then, when guests come to the restaurant, the hostess is responsible forasking for information about the room number to confirm that the guest's roomticket includes breakfast or not.

Sample questions used to ask for their room number:

"Could you please provide the restaurant your room number?"

"Excuse me, sir/ma'am, may I have your room number?"

After the guest give their room number, the hostess will check on thereport and guide them to the appropriate table We then inquire our guest if theywould like to get some coffee or tea and introduce to them the breakfast menu

(Picture 17 )

Picture 17 The Nest breakfast menu

2 SOLVING PROBLEM PROCESS

When I first started as a trainee, I was extremely nervous and confusedabout dealing with problems Working in a restaurant, especially in a professionalenvironment, usually entails many problems, such as customers

complaining about the food or service quality We have to solve these as soon as possible and try not to put the customer in discontent

During my internship, I have had many opportunities to be exposed andconfronted with many predicaments, ranging from basic text-book challenges tomatters of greater complexity There are three typical problems that a restaurantemployee will often encounter:

2.1 The guest does not remember the room number.

- This is the most common cause

- Solution: Ask for the name of the customer and compare it with the report

2.2 Their room does not include breakfast.

- When the hostess have the customer’s room number and compares it withthe report If the report shows that the room is not breakfast included, thehostess will be responsible for contacting the receptionist, confirm theinformation

- Solution: In case the information is correct, the hostess must announce it

to the customer with a polite attitude, such as "Excuse me sir/ma'am,currently, the information I receive is that your room does not includebreakfast If you agree, may I charge the buffet ticket to your room?”

- Note: Usually, the customer may feel unease at the prospect of an earlymorning predicament Therefore, I have to wait for them until they findtheir seats, then, I will come and deliver the news to them

2.3 Customers complain about waiting too long for their food or drink.

- On weekends, the arrivals will be very crowded, so delays in food are unfortunately unavoidable

- Solution: Firstly, I would say sorry to the customer for taking their time Then, ask them to wait for me a few minutes to verify with the kitchen

3 ADVANTAGES, DISADVANTAGES AND CONCLUSION.

3.1 Advantages