Page Vo Thi Huy Tuu L I ST OF PI CTURES AND CHARTS PICTURE 1: Victoria Nui Sam Lodge overview PICTURE 2: Victoria Nui Sam Lodge logo PICTURE 3: Organization chart PICTURE 4: Superior Roo
PART A VICTORIA NUI SAM LODGE OVERVIEW
VICTORIA NUI SAM LODGE INTRODUCTION
2.1.1 Time, I nstr uctor pr actice
- Internship period: February 22, 2021 to April 18, 2021
- At the internship unit: Victoria Nui Sam Lodge
- Internship Department: Housekeeping, Receptionist, Restaurant and Kitchen
- Instructors: Ms Truong Thi Thanh Nga
- Instructors at the internship unit: Ms Lam Ngoc Tinh
- Name of the intern: Victoria Nui Sam Lodge Hotel
- Address: Vinh Dong 1, Nui Sam ward, Chau Doc city, An Giang province
- Email: resa.nuisam@victoriahotels.asia
Kitchen Housekeeping Receptionist Restaurant Morning
(6am-14pm) Evening (14pm-22pm)
Morning (6am-14pm) Afternoon (8.30am-16.30pm) Evening
Morning (5.50am-14pm) Afternoon (8am-16pm) Evening (14pm-22pm)
Victoria Nui Sam Lodge is a charming 3-star international hotel, part of the Victoria hotel chain operated by Thien Minh Group in Vietnam and Laos Nestled in a serene forest setting, the lodge offers refreshing breezes and pristine air, providing guests with a sense of tranquility and elegance This unique atmosphere has made a lasting impression on visitors, making it a standout destination.
Victoria Nui Sam Lodge offers stunning views of the paddy fields extending to Cambodia, making it an ideal starting point for exploration The lodge features 40 comfortable rooms, including 22 Victoria Superior Rooms, 10 Victoria Deluxe Rooms, and 8 Victoria Family Rooms, all designed with terracotta tiled floors, stylish furniture, and original decorative fabrics and artifacts that create a sense of well-being.
Victoria is committed to meeting customer needs by delivering top-quality services and actively listening to customer feedback To ensure this mission is accomplished, Victoria has assembled a dedicated team of professional staff focused on customer satisfaction.
Victoria Nui Sam Lodge began construction in May 1999, located near the Vietnam-Cambodia border, and officially opened its doors in October 2013.
Background in Victoria Nui Sam
- Business philosophy: Health, Kindness and Growth
- Organizational chart of the hotel:
EAM in charge of finance Nguyen Thi Xuan Thao
Human Resourc es HRM Lam Ngoc Tinh
Housekeeping HKM Tran Thi Nhu Thao
Do Hung Minh Nguyen Hoang Phong
Assistant Chief Engineer Phan Van Tien
Restauran t & Bar RBM Vacant Reception
Reservatio n Reservatio n Manager Vacant Supervisor
Supervisors Nguyen Thi Thu Thao
ARBM Pham Thi Thuy Duong
Kitchen Chef Tran Thai Don (Casual)
Superviso r/Captain Nguyen Thi Thu Trang
- Hotel general scale and facilities:
Victoria Nui Sam features twenty-two superior rooms, each measuring 28 m² and designed in a relaxing style that harmonizes with nature The rooms are furnished with elegant French-style decor and include a spacious 25 m² balcony that offers stunning views of the valley below.
Victoria Nui Sam offers eight spacious family rooms, each measuring 42m² and located within a private villa Each room features a large front porch that provides stunning infinity views of the surrounding fields The rooms are designed with interconnecting doors, accommodating groups of 3 to 4 guests comfortably.
Victoria Nui Sam features ten deluxe rooms, each spanning 38 square meters and adorned with stone walls that create a relaxing, nature-inspired ambiance The high ceilings enhance the spacious feel, while a 20 square meter front porch offers stunning views of the valley fields below.
Victor ia Nui Sam L odge
INTERNSHIP ACTIVITIES
KITCHEN
- Prepare ingredients according to the recipes
- Prepare tools, bowls, dishes for displaying and decorating dishes
- Prepare sauces, sauces according to available recipes
- Clean food cabinets; arrange food in the right place
- Arrange fruit: After the Chef checks the quantity of fruit delivered by the supplier, wash the fruits and put them in the cool storage room
- Make some kind of cakes and jams (strawberry jam, tomato jam, papaya jam)
- Making pizza (seafood pizza, sausage, tomato)
- Bake bread following customer requirements
To prepare a fruit buffet, first, gather information from the reception regarding the number of hotel guests Then, select five types of fruits—watermelon, dragon fruit, guava, pineapple, and passion fruit—from cold storage, and cut them appropriately to accommodate the guests.
- Count the leftover cakes after the breakfast buffet and record in the book 3.1.2 Salad room work
- Process some salads, spring rolls
- Washing all kinds of food, put in cold storage
- Cleaning of the cold kitchen should always b e clean to ensure food hygiene and safety
To set up a buffet, arrange the table by placing spices, main courses, desserts, cakes, and sauces in an orderly fashion Ensure that each dish is positioned correctly and labeled with its name on the tray for easy identification.
HOUSEKEEPING
The office worker on shift receives job assignments from the department head and prepares necessary tools and supplies for room cleaning, including sheets, pillow covers, blanket covers, brooms, and floor cleaning equipment Additionally, they gather personal items such as soap, shampoo, toothbrushes, toothpaste, combs, and cotton swabs before proceeding to clean the room.
-Pick up guests, hand over the room:
Upon notification of a guest's arrival, the cabin staff rechecks the room to confirm it meets the hotel's sanitary standards Once everything is prepared, they signal for the guests to check in The cabin staff is dedicated to providing excellent service throughout the guests' stay.
Upon guest check-out notification, the chamber staff inspects the room for any damage and ensures all equipment is complete They also verify if any items have been used that may incur extra fees and check for any belongings left behind by the guests Once the inspection is complete, the staff promptly informs the receptionist of the results.
After check-out, the room staff proceeds to check-in according to the hotel's regulations to be ready to welcome new guests
- Turn off electrical appliances, open windows and open curtains when entering the room
- For the check-out guest room, it is necessary to check if the guest has forgotten anything
- Clean room garbage, dust, vacuuming on the floor and objects, equipment such as windows and furniture
Ensure the minibar is thoroughly cleaned and restocked with beverages, including mineral water, Coca-Cola, 333 beer, and Tiger beer Verify the quantity and check the expiration dates of all drinks to comply with hotel restaurant regulations.
RECEPTIONIST
3.3.1 The check in and check out process
+ Welcome guests, invite guests to use mineral water + Receive customer requests
For guests with a reservation, it is essential to request the guest's name and locate their file in the reservation list Additionally, confirm details with customers regarding their name, room type, room number, and any associated services.
To ensure a smooth check-in process, kindly request guests to present their identification documents and complete the required information on the hotel registration form After reviewing the details, allow guests to make any necessary adjustments before signing the registration form.
+ Confirm payment method with customers; pay by cash, credit card or voucher
+ Hand over the room key to the guest + Introduce services and announce the rules of the hotel; introduce services such as dining, swimming pools and other services
+ The bellman staff (the person in charge of luggage in the hotel) takes guests to the room
+ Complete the profile and update customer information on the computer
Welcome customers and handle their requests efficiently When guests are ready to check out, the receptionist should ask for their room number to verify information in the system Additionally, the counter staff will check the room status to determine if guests have utilized the hotel minibar, which is a small refrigerator designed to preserve and cool beverages.
+ After receiving the information from the room, the receptionist should reconfirm the information with the guest about additional services (if any).
+ Print invoices and give them to customers to check + Reconfirm payment method, proceed for guests paying
+ Get the room key back Finally, update the room status to the system
3.3.2 Find out how to recommend services in the hotel upon check-in
Upon check-in, the receptionist will introduce hotel services, including buffet breakfast available from 7 AM to 10 AM and dinner from 6 PM to 10 PM, with the last order taken at 9:30 PM The swimming pool is open from 7 AM to 7 PM For any inquiries or issues during their stay, guests can contact reception by dialing 400, and our team will assist in resolving any concerns.
3.3.3 Learn how to prepare folio Before the customers arrive, I need to prepare a folio (customer tracking profile) that includes a booking ticket (information about the customer's reservation) with complete customer information Room number and room keys are set
3.3.4 Learn how to answer the phone
When answering the phone at a hotel, the receptionist should pick up within three rings and greet guests warmly at any time of day with "Good morning," "Good afternoon," or "Good evening." It's essential to introduce oneself and ask, "How may I help you?" to ensure a welcoming experience.
- How to transfer phones to other parts according to customer requirements: press transfer + number already installed in the hotel system fo r each department
+ Chamber parts (transfer 503) + Reception department (transfer 400)
3.3.5 Learn how to use the software of the hotel system
I utilize hotel management software to register temporary stays for guests, ensuring accurate reporting This involves entering essential guest information, including names, nationalities, passport numbers for international visitors, identity card numbers for Vietnamese guests, and the duration of their stay.
RESTAURANT
3.4.1 Jobs at the beginning of the shift
- Clean eating utensils such as dishes, plates, forks and cups to ensure the restaurant's cleanliness following the restaurant's standards to serve customers
- Set the buffet table, place eating utensils such as cups, plates, spoons, cups, and napkins in the right positions
- Place the nameplate of each dish in front of the food trays for accuracy
- Extensive observation to assist customers when needed Actively welcoming guests and actively guiding guests to the table
- Observe the food trays, eating utensils to promptly report the additional Kitchen department
- Clean up used dishes, utensils
- When the breakfast buffet ends, remove the dirty tools left on the table and on the tray
- Make a set-up lunch table for customers to book in advance
3.4.3 Learn how to order an Asian dining table
- The main dish lining the dish is placed in the center; the edge of the dish is 2 cm from the table
- Place the cup on the saucer
- Hold the chopsticks placed horizontally, on the right side of the dish lining
- Chopsticks are put on the chopsticks guard
- Keep the spoon on the right side of the chopsticks
- The dot cup is placed above the spoon guard
- Glass of water, red wine, white wine placed 2 cm above the top of the chopsticks
- The vase, salt and pepper are placed in the center of the table
3.4.4 L ear n how to use the glass with cer tain types of alcohol
- Flute: used to serve sparkling wine like champagne, sparkling
- Martini: used to serve strong cocktails
- Rocks: used to serve spirits
- White wine glass: used to serve white wine
- Red wine glass: used to serve red wine
ASSESS THE ADVANTAGES AND DISADVANTAGES DURING THE
ADVANTAGES
- I have had the opportunity to work in a professional environment
In addition, because my major is in English, I have many advantages in communicating with foreign guests
- The employees with a high sense of responsibility at work always support each other at work, everyone is always happy and help each other when having difficult problems
- Equipment of the hotel in the working process is fully equipped and easy to use
- Assist staff is always in grasping information, room status quickly.
DISADVANTAGES
Besides those advantages, I also encountered many limitations during the practice At first, I couldn't adapt to a work environment that included punctuality, strict rules and workload
I often find myself in embarrassing situations due to my lack of problem-solving skills For instance, a guest who initially booked a deluxe room wanted to switch to a family room upon check-in, but I had run out of available rooms that weekend This left me feeling awkward and unsure of how to resolve the issue.
- The workload at weekend is a lot, so I am very tired and stressed
Many school staff members are untrained and work across various branches, which results in significant limitations in room-making procedures This situation creates challenges in training hotel staff, requiring considerable time and effort while ultimately yielding low efficiency.
- The terrain of the hotel has many steep slopes, so it takes a long time for staff to move
- Due to the low number of foreign visitors coming to the hotel, I do not have many opportunities to practice and improve my English- speaking skills.
THE REASON OF DISADVANTAGES AND SOLUTION
My lack of experience and professional knowledge in the hospitality industry presents significant challenges in handling unexpected situations To address these limitations, I require more time in a practical work environment and a deeper understanding of the industry Additionally, enhancing my communication and problem-solving skills is essential for my future career in hospitality.
THE THINGS I HAVE LEARNED PRACTICING TIME
My eight-week internship at Victoria Nui Sam Lodge Hotel significantly enhanced my professional and non-professional knowledge, while also developing essential soft skills such as communication, time management, and teamwork This experience allowed me to build new relationships and strengthen bonds with friends through collaboration and support Overall, it was a valuable opportunity that contributed to my growth after graduation, particularly in improving my English skills, making Victoria Nui Sam Lodge an excellent environment for language development.
CONCLUSION
PETITION FOR VICTORIA NUI SAM LODGE
Upgrading hotel equipment can enhance the professionalism of staff service, while providing part-time job opportunities for AGU students will increase the hotel's workforce Additionally, offering accommodation for employees and interns will support those away from home, fostering a more efficient and welcoming environment.
2 PETI TI ON FOR FACULTY OF FOREI GN LANGUAGE
With the desire to improve the quality of the internship as well as meet the desired conditions for students to practice in the following years,
I would like to send some send personal comments to the Faculty of Foreign Language in particular and An Giang university in general
The school should create conditions for students to participate in seminars to improve communication skills and problem-solving skills After graduating, they many apply for suitable positions of companies.