VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

INTERSHIP REPORT

TOPIC: RESTAURANT SUPERVISOR

SKILL

Lecture name: Hồ Văn Tuấn & Nguyễn Tiến

Độ
Student name: Huỳnh Thị Bích Duyên
Student ID: 719H0965
Major: Hospitality Management
Course: 2019 - 2023

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 HCM CITY, AUGUST 2021
TABLE OF CONTENT
CHAPTER 1: SUPERVISORY STAFF................................................................5
1.1 . Summary....................................................................................................5
1.1.1 Supervisory selection criteria:...............................................................5
1.1.2 Team Spirit:...........................................................................................5
1.1.3 Monitoring Restaurant Rules:................................................................6
1.1.4 Develop a training strategy:...................................................................7
1.1.5 Staff rating:............................................................................................7
1.2 Exercises......................................................................................................7
CHAPTER 2: SUPERVISION PRODUCTS, ASSETS......................................18
2.1. Summary.......................................................................................................18
2.1.1. Maintain restaurants service tools...........................................................18
2.1.1.1. Cutlery:............................................................................................18
2.1.1.2. Cloth table:.......................................................................................18
2.1.1.3. Glassware:........................................................................................18
2.1.1.4. Chinaware:.......................................................................................18
2.1.2. Saving electricity and water:...................................................................19
2.1.3. Supervising the kitchen’s goods and materials:......................................19
2.1.4. Supervising the restaurant's goods and materials....................................19
2.1.5. Financial supervision:.............................................................................19
2.2. Exercise:........................................................................................................20
CHAPTER 3: MANAGE RESERVATIONS AND SERVICE STANDARDS. 21
3.1. Summary.......................................................................................................21
3.1.1. Serving Breakfast and A La Carte Table:................................................21
3.1.2. Serving European set menu and Asian set menu.....................................21
3.1.3. Serving Cocktail Party: ..........................................................................23
3.1.4. Sliver Service Process:............................................................................23
3.2. Exercise:........................................................................................................24
CHAPTER 4: WORK EXECUTIVE...................................................................26
4.1. Summary:.........................................................................................................26
4.1.1. Executive management:.............................................................................26
4.1.2. Sales...........................................................................................................28
4.1.3. Serving Staff:.............................................................................................28
4.1.4. Support staff:..............................................................................................28
4.1.5. Contract labor:............................................................................................28

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 4.1.6. Kitchen Staffs:............................................................................................28
CHAPTER 5: ORGANIZE WORK SHIFT........................................................29
5.1. Summary:......................................................................................................29
5.1.1. Arrange staffs for a variety of events at the hotel restaurant...................29
5.1.2. Days off according to the employee regime............................................30
5.1.3. Arrange personnel in the shift table:.......................................................30
5.2. Exercise:........................................................................................................31
CHAPTER 6: RESOLVE CLIENT COMPLAINTS AND ISSUES.................36
6.1. Summary:...................................................................................................36
6.1.1. Incident involving food and drink:......................................................36
6.1.2. Issues with the service:........................................................................36
6.1.3. Request and costumer problems:.........................................................37
CONCLUSION......................................................................................................39
REFERENCES: INTERNAL DOCUMENTATION…………………………39
APPENDIX............................................................................................................41

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 LIST OF TABLES
Table 1.1: Set Menu For Event..................................................................................8
Table 1.2: Equipment
List…………………………………………………………..16
Table 2.1: Request for Cancellation of Raw Materials & Serving Tools………...
….41
Table 2.2: Quantity Report…………………………………………………………
41
Table 2.3: Inventory Table……………………………………………………….…
42
Table 5.1: Sign
Table……………………………………………………………….33
Table 5.2: Guest Per Day in
Week………………………………………………….33
Table 5.3: Total Staff Hire Table (exercise)
………………………………………...36
Table 5.5: Staff
Schedule…………………………………………………………...42
Table 5.6: Total Staff Hire
Table…………………………………………………...42

LIST OF FIGURES
Figure 1.1: Party Room Diagram.............................................................................12
Figure 1.2: Staff Chart In Wedding Party (exercise)...............................................13
Figure 5.1: Staff Chart for Buffet Party…………………………………………….
30
Figure 5.2: Staff Chart for Wedding
Party………………………………………….30
Figure 5.3: Staff Chart for Cocktail
Party…………………………………………..31
Figure 5.4: Staff Chart for Buffet Party - 500 Pax………………………………..…
32

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 CHAPTER 1: SUPERVISORY STAFF
1.1 . Summary
1.1.1 Supervisory selection criteria:
Good-looking male or female supervisor with a university degree from an
intermediate or higher specialized school of hotel, restaurant, or management, at
least 3 years in the field of food and beverage management. Moreover, managers
have excellent communication and leadership abilities. It is necessary to be fluent in
English and to know at least one extra language, to be in good health, and to have a
comprehensive profile.
1.1.2 Team Spirit:
In this section, demonstrating how to organize events and cocktail parties for
clients. Six elements are required for event parties, while cocktail parties are
separated into two categories, early and late, with each having five stages.
 Event organization: 6 elements
1. Content: English or Vietnamese, in quotation marks and capitalized.
2. Cuisines:
- For each event have their traditional foods are served such as Christmas with
log cake, New Year's Eve with steak, etc.
- There are a variety of menu options to fit the style of each restaurant:
Asian Menu European Menu Family ‘s Menu
Group 1: Appetizer Group 1: Appetizer Group 1: Appetizer
Group 2: Seafood Group 2: Main Course Group 2: Main Course
Group 3: Poultry Group 3: Dessert Group 3: Dessert
Group 4: Meat Dishes Group 4: Drinks Group 4: Drinks
Group 5: Main Course
Group 6: Dessert
Group 7: Drinks

3. Decoration:
- The background is stunning and makes the content very apparent.
- Set up tables in groups of 6-20 people, with a few individual tables.
4. Entertainment:
- Music, ballad music, or on-demand music.
- Organize games that are relevant to the subject.
5. Costume:
- Receptionists: dress in a themed outfit that makes them stand out from the rest

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 of the employees.
- Serving men, women: should dress in a theme-appropriate outfit.
6. Discount:
- Buffet: For the first 30 customers, a 30% discount will be applied to the ticket
price. After that, just give customers a 5% to 10% discount and a coupon for
the last time.
- Set menu: Discounts of 5% to 10%.
DO NOT DISCOUNT OVER 15%
 After work, employees will be encouraged and motivated:
- Employees who performed well that day are rewarded.
- After the shift, provide comments to your staff.
 Cocktail Party Organization: 5 steps
- Step 1: Short Meeting
The supervisor must explain the event to all employees → analyze the
Banquet Event Order table and the Banquet room diagram to ensure that the
staff understands the service details. There are a variety of service options:
+ Simple: apply for a two-star hotel.
+ Modified: Adapted for 3- to 5-star hotels.
+ Deluxe: for gala parties and VIP visitors, …
- Step 2: Prepare Equipment.
Present the menu, from which you may make a list of the party's required
equipment. There are four groups of equipment:
+ Chairs, tables, and equipment for setting up the party table.
+ Food utensils.
+ Drinks utensils.
+ Food and beverage-related tools for consumers.
- Step 3: Set up, check.
Check the time, tidy the area, and carefully arrange the tools, sound, light, bar,
and completely equipped kitchen.
- Step 4: Greet and serve customers.
Greeting guests, offering food and beverages, and collecting money from
them.
- Step 5: Say goodbyes to your customers and tidy up.

1.1.3 Monitoring Restaurant Rules:

- You must press the card before your shift.

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 - Arrive at work 15 minutes early.
- Comply to the roster's timetable.
- Notify your boss if you are running late.
- A doctor's letter is required for sick leave.
- Overtime must be agreed upon by the employee and calculated using the
overtime pay scale.

1.1.4 Develop a training strategy:

Working with the system's management to orient and develop an after-hours
training plan for employees.
+ Sliver Coaching Service.
+ Set a banquet table for the wedding party.
1.1.5 Staff rating:
- Hours, costume, and other rules.
- Work spirit.
- Pick up the drop.
- Customer and superior compliments.
- Dealing with employees who break the unit's regulations (reminder, lower
emulation).

1.2 Exercises
1.2.1. Exercise 1: Plan and organize one special in year – Valentine’s
Day.
CONTENT: LOVELY DAY
- Service type: Western-style luxury restaurant – include set menu and bonus
cakes or change with the dessert in menu.
- Cuisines:
+ Types of cakes
 Cupcake red velvet.
 Strawberry roll cake.
 Fruit Waffle.
 Heart Crepe.
Available (can change the desserts).

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SET ROMANTIC NIGHT 01 – VND SET ROMANTIC NIGHT 02 - VND
250.000/2 PAX 300.000/PAX
Vinegar Salad. European Chicken Salad.
Pumpkin Soup. Pumpkin Soup.
Beef with Mushroom Sauce. Grilled Lamb Chops.
Fruits. Flan.
SET ROMANTIC NIGHT 03 - VND SET ROMANTIC NIGHT 04 - VND
350.000/2 PAX 400.000/PAX
Nicoise Salad. T. Bone Steak.
Asparagus Soup. European Soup.
Australian Beef & Wine Sauce. Smoked Salmon Salad.
Yogurt. Fruits Four Seasons.
Table 1.1: Set Menu For Event

+ Drink: is available however add some special drink:

 Red Wine.
 Dry Martini (a combination of gin, vermouth and ice).
 PS I Love You – Cocktail of Love.
 Strawberry Smoothie.

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- Decoration:
+ Outside: Set up a standee introducing the holiday
before the entrance of the path to the restaurant; both
sides of the road will be decorated with 2 rows of
flowers and a row of lanterns hanging at the entrance,
one standee will be added so that clients can have a
closer look.
+ Inside:
Dining Table: 50 double tables with rose vases,
candles on each table, and plain red tablecloths.
Background: hang pictures with love theme and
balloons floating on the ceiling.
- Entertainment:
+ Music: There is a live band that plays violin and ballad music.
Especially, sings for clients on demand (no charge).
+ "Lucky Angel" is a game. The restaurant will have a draw that night, and each

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 pair that arrives at 19:30 will be given any two numbers, fill with your name
and phone number. At 20:00, the MC will announce the results, and the
fortunate individual will get a set of Mac cosmetics.
- Costume:
+ Receptionist (1 - 2 people)
 Women: red vest, white shirt – red
dress.
 Men: black trousers – red vest and
white shirt.

+ Serving: (10 people, 1 table each)

 Women: red shirt, black skirt.
 Men: red shirt, black pant.

- Discount:
 For the first 30 customers, a 30% discount will be applied to the ticket price.
 After that, just give customers a 5% to 10% discount and a coupon for the last
time.
With bill over 200.000 VND will get 1 free glass of any juice.

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 1.2.2. Exercise 2: Plan a private event.

WEDDING

- Step 1: Short Meeting - Analyze BEO (Banquet Event Order).

Event Order
 Organizer: Ms Kim  Date: 09/09/2021
 Add: Doan Van Bo, District 4  Venue: Riverside – Ben Van
Don, District 4
 Tel: 0903660582
 No of Pax: 100 Pax
 Hotel contact Ms Duyen
(0948677213)  Time: 6:00 PM – 9:00 PM
 Function: Wedding Outlet
 Function requirements:
- Food & Beverage
September 9th, organizes at Diamond lobby.
The staffs clean the dining room.
Set up both outside and inside of room.
- Cook: serving by the following Asian menu
 Appetizer: Crispy Spring Rolls.  Main cuisine: Barbecued
Spareribs w/ Honey.
 Seafood: Crab Soup.
 Dessert: Chocolate Fondant &
 Poultry: Chicken w/ Strawberry Pudding.
Mushrooms.
 Drink: Tiger Beer, Soft Drinks.
 Meat cuisine: Crispy Beef.
 Billing details & Revenue:
- Payment:
For the first transaction, a 30% deposit is required. The receipt 1.
Customers will pay 50% by transfer at September 1, 2021. The receipt 2.
Customers will pay the rest by transfer after receiving the bill within 3 days.
- Estimated revenue:

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 Meals: 3.500.000 VND x 100 Pax = 35.000.000 VND.
Total temporally amount: 35.000.000 VND.
Expenses incurred (if any).

 Outlet concerned: (Sign of Head Department)

 F&B:
 Cook:
 Accounting:
 FO:
 Security:
 Engineering

Party Room Diagram

3 3 3 4
2
5

1 6

7
2
3 3 3
Figure 1.1: Party Room Diagram

Note:
1: Main door 2: Rest room 3: Station

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4: Bar 6: Stage 8: Tables
5: Technical room 7: Kitchen

Staffing (Modified)
HUMAN RESOURCES OF WEDDING PARTY FIRST HOURS (100pax)

Manager
(1)

Supervisor
(1)

Security Waiter Hostess Cashes Bartender Engineer

(2) (11) (2) (1) (1) (1)

Runner Cleaner
(2) (3)

Figure 1.2: Staff Chart In Wedding Party

- Step 2: Prepare Equipment.

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 EQUIPMENT LIST
QUANTITY
NO EQUIPMENT UNIT AMOUNT NOTE
RESERVE
1 Dining table Piece 10 1 Shape: Round
Shape: Round
2 Lazy Susan Piece 10 1
Material: Glass
3 Dining chairs Piece 100 10
4 Tablecloths Piece 10 2
Piece Material: Polyester
5 Seat Cover 100 20
Color: White
Piece Material: Polyester
6 Chair Bowl 100 10
Color: Red
Piece Material: Cotton
7 Napkin 100 10
Color: White
8 Nameplate Piece 100 10
Shape: Cylinder
9 Vase of Flower Piece 10 2 Material: Porcelain
Color: White
10 Candle Piece 100 10
11 Micro Piece 5 1
12 Stage Carpet Piece 1 1
13 Wine Tower Piece 1 0
14 Cake Tower Piece 1 0
15 Champagne Bottle 2 1
16 Wedding Photo Piece 2 0

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 Frame
Shape: Heart
Wedding Money
17 Piece 1 0 Material: Wood
Box
Color: Pink
Table Cloth for Material: Glossy Slik
18 Piece 1 0
Gallery Table Color: Gold
19 Flower Gate Piece 1 0
Shape: Heart
20 Balloon Piece 50 20
Color: Pink and White
21 Purl Cannon Piece 20 5
22 Colorful Lights Piece 20 5
Ensure the system is already to
23 Light system system 1 0 use and it’s adjusted to
restaurant’s standards
Material: Porcelain
24 Saucer Piece 100 20
Color: White
Material: Porcelain
25 Sauce Dish Piece 100 10
Color: White
Shape: Oval
Material: Porcelain
Color: White
26 Main Plate Piece 50 5 (Serve Crispy Spring Rolls;
Chicken w/ Mushrooms;
Crispy Beef;
Barbecued Spareribs w/ Honey)
Material: Porcelain
27 Show Plate Piece 40 10
Color: White
28 Dessert Plate Piece 100 10 Material: Porcelain
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 Color: White
(serve: Chocolate Fondant &
Strawberry Pudding)
Material: Porcelain
29 China Bowl Piece 100 20
Color: White
Material: Porcelain
30 Soup Bowl Piece 100 20 Color: White
(Serve Crab Soup)
Material: Porcelain
31 Dinner Spoon Piece 100 20
Color: White
Material: Porcelain
32 Spoon Rest Piece 100 10
Color: White
Material: Porcelain
33 Dessert Spoon Piece 100 10
Color: White
Material: Porcelain
34 Soup Spoon Piece 100 10
Color: White
Soya & Fish Material: Porcelain
35 Set 10 2
Sauce Color: White
36 Ice Tong Piece 20 5
37 Chopsticks Piece 100 20
Material: Porcelain
38 Chopstick Rest Piece 100 10
Color: White
39 Bottle Opener Piece 10 2
Mat Material: Porcelain
40 Toothpick Jar Jar 10 2
Color: White
41 Wet Tissue Piece 100 10
42 Tissue Piece 100 10
Table 1.2: Equipment List

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 - Step 3: Set up, check.
Start Time: 6:00 PM
End Time: 9:00 PM
 Tables and chairs are nicely arranged, as are napkins and tablecloths flat.
 Utenstils are clean and shining.
 Set up in a consistent manner.
 Bills and change are checked and prepared by the cashier.
 All of the beverages are ready to be served at the bar.
 Food is ready to be served in the kitchen.
 Restaurants, public places, and restrooms are all cleaned.
 One hour before the party, turn on the music, lights, and air conditioner.
- Step 4: Greet and serve visitors.
 Greetings customers.
 Invite customers to the table.
 The MC started the party.
 Staffs serve drinks for customers.
 The staffs serve food according to the set menu.
 Send in an invoice and payment.
- Step 5: Say goodbyes to your customers and tidy up.
 Consult customers about the quality of the food and drinks, as well as the
quality of the service.
 Clean up and help guests to the car.
 Say goodbye, and I hope to see again.
 Cleaning and organize the party room for the next party.

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 CHAPTER 2: SUPERVISION PRODUCTS, ASSETS
2.1. Summary
2.1.1. Maintain restaurants service tools
2.1.1.1. Cutlery:
- Use dishwasher or do it by hand to wash utensils.
- Classify utensils when cleaning and washing them.
- Wipe it again by hot water.
- Check utensils service.
- Loan property.
- Book delivery for each shift.
- All utensils as knives, spoons, forks are cleaned and stored in the cabinet
carefully.
2.1.1.2. Cloth table:
- Tablecloths and napkins are carefully laundered and folded, then put in the
sideboard.
- Concentrate on the right place.
- Towels should be washed immediately.
- Towels should not be left for too long in the cabinet (FIRST IN - FIRST
OUT).
- There is a collection of dirty towels and clean towels to note.
- Book delivery for each shift.
2.1.1.3. Glassware:
- Use dishwasher or do it by hand to wash utensils.
- Classify classes.
- Shine Glasses under the light after wiping with hot water.
- Clean carefully and put on the self.
- Check utensils service.
- Loan property.
- Book delivery for each shift.
2.1.1.4. Chinaware:
- Use dishwasher or do it by hand to wash utensils.
- Classify utensils such as plates, bowls and neatly arranged.
- Wash with the right amount.
- Wipe with dry tower after washing.
- Check utensils service.
- Loan property.

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 - Book delivery for each shift.
2.1.2. Saving electricity and water:
- Turn on/off the air conditioner half an hour before.
- Maintain your air conditioner on a monthly basis.
- Turn off lights and appliances that aren't in use and necessary.
- Instruct staffs to use the proper amount of water for each outlet.
2.1.3. Supervising the kitchen’s goods and materials: Chef is responsible
for this.
- Must learn and comprehend the market pricing to cooperate with suppliers.
- Research for source of fresh and quality food at reasonable price.
- Food is always available to supply to kitchen when runs out.
- Make the most of the materials when processing.
- To capture daily costs, the kitchen must cooperate with the accountant.
- Combine security and accounting to ensure enough amount while importing
products.
- There is a list of the chef's purchase required.
- New products must be processing immediately to keep their (Vegetables
and tubers in the refrigerator, meat in the freezer).
- Unqualified goods are not accepted and returned.
2.1.4. Supervising the restaurant's goods and materials
- Consult the market, master the price information to coordinate with the chef
to make the menu, set the reasonable selling price.
- Regularly update the cost of products with the accountant.
- Recognize the current state of goods and equipment in use and make a
purchase recommendation when necessary.
- There should have variety of products to choose when purchasing equipment.
- Coordinating supply and engineering departments to reduce costs.
- At the end of the third quarter of each year, the supervisor must submit a
report to prepare equipment for the following year to the director.
 Formula for Calculating the SELLING PRICE OF FOOD/DRINK
 Selling price excluding taxes and fees: A = The Original Price/Cost
 Service fee (5%) = Price without tax * 5%
 VAT (10%) = (Price without tax + Service charge) *10% = A*0.105
 Selling price including tax = Price without tax + Service fee + VAT =
A*1.155
2.1.5. Financial supervision:

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- Hired Employees - Print – Advertising
- Customers Cost
2.2. Exercise:
CHOOSE ONE FOOD OR DRINK AND CALCULATE PRICE OF GLASS
WITH SERVICE CHANGE AND VAT.
Tom Collins cocktail
Unit: VND
TT Ingredient Quantitative Cost
1 Gin Alcohol - Cost: 320.000đ/750ml 37.5ml 16.000
2 Soda - Cost: 7.000đ/330ml 110ml 2.333
3 Lemon juice + syrup + ice 5.000
4 Lemon juice 25ml
5 Syrup 12.5ml
Total: 23.333

Price for 1 glass of Tom Collins cocktail 77.778

The price of 1 glass of Tom Collins cocktail
includes 5% service charge and 10%VAT 89.833

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 CHAPTER 3: MANAGE RESERVATIONS AND SERVICE STANDARDS
3.1. Summary
3.1.1. Serving Breakfast and A La Carte Table:
There are 5
Breakfast/ Tea Break A La Carte
steps:
PREPARE FOR BREAKFAST/ TEA BREAK AND A LA CARTE TABLE

Step 1: - Use clean tablecloths or - Use clean tablecloths or

Prepare placemat. placemat.
utensil. - Put spice jars. - Put spice jars and table
- Main knifes, forks and number.
water goblet. - Main knifes, forks.
- Plate and butter knife.
- Water goblet.
Step 2: Put Place plate or placemat (2 cm away from the table's
the locating edge) and napkins.
plate.
Step 3: Set - Place vase, milk, sugar jar and other in center.
up table. - Place the knife on the table next to the napkin (2 cm
distance, 2 cm from the edge of the table).
- Place the fork on the left side (2 cm away from the
towel and edge).
- Place the butter plate on the left, 2 cm from the fork
and the table's edge (butter knife is 1/3 of the butter
plate, blade points to the fork).
Step 4: Set Place cup in front of the Place glass in front of
glasses. knife, cup handle at 4 main knife from 2 cm
o'clock. away.
Step 5: - Check straight seat position between each set of
Check. covers.
- Check instrument symmetry.
- Set up napkins.

3.1.2. Serving European set menu and Asian set menu

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PREPARE FOR EUROPEAN AND ASIAN SET MENU
There European set menu Asian set menu
are 5
steps
- Use clean tablecloths. - Use clean tablecloths,
- Prepare salt and pepper, napkins, soy & fish pot, lazy
flower vase, table number, Susan, porcelain spoon &
menu, toothpick. porcelain spoon rest.
Step 1: - Plate and butter knife. - Utensils: chopsticks,
Prepare Water goblet, red/ white wine chopsticks rest, sauce dish,
utensil. glass, champagne. rice/soup bowl, saucer, wet
- Utensils: towel holder, water goblet.
Napkin; main/ fish/ appetizer/
dessert knife & fork; soup
spoon.
Step 2: Place plate or placemat (2 cm - Place saucer, bowl (2 cm
Put the away from the table's edge) away from the table's edge).
locating and napkins. - Place soy & fish pot, vase,
plate. table number in the center.
- Place salt and pepper, vase, - Place the chopsticks 2 cm
table number in the center of away from the plate and to the
ARE FOR EUROPEAN AND ASIAN SET MENU

table. right of the dish.

- In right side of locating - Chopsticks 2 cm from the
plate: place main/ fish/ edge of the table and put on the
appetizer knife and soup chopsticks rest.
spoon. - Place the sauce bowl 2 cm
Step 3: - In left side: place main/ fish/ apart from the chopsticks on
Set up
table. folk, the butter plate 2 cm the left side.
from the fork and the table's - Place the porcelain spoon and
edge (butter knife is 1/3 of the porcelain spoon rest on the
butter plate). right side of the chopsticks, 2
- Place appetizer knife & folk cm away.
in main dish 2 cm from the - Place the cold towel liner to
plate. the left of the set of dishes 2
- Put utensils inside out. cm.
Step 4: Place a water goblet 2 cm Place a water goblet 2 cm from
Set from the main knife, a glass of the tip of the chopsticks.
glasses. red wine/ white wine/

22
 champagne, tilted 45 degrees,
1 cm from the water goblet.
- Check straight seat position between each set of covers.
Step 5:
- Check instrument symmetry.
Check.
- Set up napkins.

3.1.3. Serving Cocktail Party: there are 3 steps for this process:
- Step 1: Preparing
Clean tablecloths, tissue, vase, table number, candle, toothpick, snack basket.
- Step 2: Place utensils
Place the vase in the center of table, snack basket on right side and candles,
toothpick on left side.
- Step 3: Check the utensils on the table

3.1.4. Sliver Service Process: there are 7 steps for this:

- Step 1: Prepare utensils.
+ Cutleries + Napkin + Dinner Plate
+ Platter + Service Gear
- Step 2: Place plate.
+ Place dish in front of guest.
+ Logo in 12 o’clock direction.
+ Hot plate for soup, cold plate for cold dishes.
+ Use saucer for soup.
- Step 3: Take food from kitchen.
- Step 4: Present dish for guest.
- Step 5: Serving dish.
+ Serving food to the left of guest.
+ Use service gear to take food from platter to guest’s plate and introduce
ingredients.
+ Service towel should be neatly folded to avoid heat from food.
+ When serve guest, priority is given to children, older women, young women,
older men, young men.
+ Platter should be higher than guest’s plate.
+ Divide the servings and sauces evenly from the platter to the guest's plate (6-3-9
o'clock).
+ Moving without holding the service gear outside the platter and counterclockwise.

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- Step 6: Please enjoy your meal ladies and gentleman.
3.2. Exercise:
PRESENTING EUROPEAN SET MENU AND SET UP PROCESS.
Set Menu:

1/ Italian Seafood Salad: Lemon 2/ Onion Soup &

Sauce, Cinnamon Leaves, Chili Garlic Bread

3/ Stewed Beef Ribs: BBQ

4/ Stawberry Cake
Sauce, French Fries, Sautee
Carrots with Dill

5/ Drink: Red Wine

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Set up:
- Step 1: Prepare utensil.
 Use clean tablecloths.
 Prepare salt and pepper, flower vase, table number, menu, toothpick.
 Water goblet, red wine glass.
 Napkin; main knife & fork; soup spoon, appetizer spoon & folk, dessert
spoon & folk.
- Step 2: Put the locating plate
 Place plate or placemat (2 cm away from the table's edge) and napkins.
- Step 3: Set up table
 Place salt and pepper, vase, table number in the center of table.
 In right side of locating plate: from inside out: main knife → soup spoon
→ appetizer spoon.
 In left side: place main folk and appetizer folk.
 Place appetizer knife & folk in main dish 2 cm from the plate, folk inside
→ folk outside.
- Step 4: Set glasses
 Place a water goblet 2 cm from the main knife, a glass of red wine tilted 45
degrees, 1 cm from the water goblet.
- Step 5: Check
 Check straight seat position between each set of covers.
 Check instrument symmetry.
 Set up napkins.

25
 CHAPTER 4: WORK EXECUTIVE
4.1. Summary:
4.1.1. Executive management:
Executive management 's role and responsibilities
 Public hygiene check:
Check the cleanliness of the corridors, clean the glass doors and arrange the
ashtrays in order. Moreover, the WC rooms, billboards, shelves of books and
newspapers should be cleaned, and clean the floor to remove dirt and dust.

 . Hygiene check in restaurant:

Tables and buffet counters should be cleaned on a regular basis, as should wood
doors, drawers, and counters. The utensils for guests to use, in particular, should not
be dirty, and the cuisine or menu nameplates should be clear and not faded.
Furthermore, store and clean the dust from wine bottles on a regular basis.

 Check out the dinning area:

The stains on the dining table legs, chair legs, and table top should be wiped clean,
and there should be no smell. Check that the things on the dining table are in
excellent condition, that the background is perfect, and that the air is fresh.

 Check the transit area and staff service:

Put menus, spice jars, and utensils in their proper places. Food trolleys and trays are
thoroughly inspected prior to serving to ensure that they are not damaged. Fully
prepared items include: napkins, tablecloths, placemats, coaster, matchboxes,
tissues, salt & sugar jars, name plates.

 Check out the bar area:

The workplace should be clean. Wipe down clean machines, equipment, and tools
and glasses, neatly packed things in the refrigerator, and display on shelves. Ensure
the quality and functionality of dispensing appliances such as juicers and blenders.

 Check reservation:
The guest table has a name plate and table number. The table is full of utensils and
spices that have been cleaned. Arrange the dining table according to the service
request of the day.

26
  Check costume of staffs:
Female: no jewelry, light makeup, neat hair and clothes, and no high heels
Male: clean body, neat and undyed hair, no jewelry

 Check service position assignment:

Check working hours in and out of employees, assign hostess to welcome guests
and at the restaurant, assign other positions such as cashier, runner, buffet man,
bartender. In addition, notify events to guests. Supervisors need to assign more
service staffs for VIP guests.

 Check the quality of equipment before serving:

Check electrical equipment such as lights, air conditioners, music players according
to regulations and set up tables and chairs with all necessary utensils.

 Check the number of assets and tools:

Check the monthly quantity report book and notify the accountant of any losses,
breaks, or compensation. Maintain assets and equipment when they are damaged by
maintenance regular.

 Check marketing:
Check the information on the name cards, make sure the area where they are place
is clean. Find more effective methods to connect customers through advertising.
Assign staff to hand out brochures and name cards to guests. Pay attention to
incoming emails and feedback from customers.

 Business check:
Check the number of guests ordered and the dishes are well prepared. For the
cashier, check the receipt and multiply the money from the guest. Monitoring and
statistics of restaurant revenue are correct with the report. Check the status of
equipment in the restaurant and schedule work for employees. Finally, report the
business situation to your superiors.

 Investing and creative:

Using newspapers, the Internet, and the telephone to collect information on visitor
eating preferences in order to create advertising special activities to attract clients.
To improve service quality, collect consumer feedback.

27
  Service quality management:
Maintain end-of-shift meetings, learn from experience and reward employees'
performance. Organize weekly or monthly professional training, problem-solving
skills to improve service quality.

 Staff training and evaluation:

Organize monthly and weekly staff training content, meet to respond employees'
requests, and build a sense of emulation and striving. Set up a monitoring table to
evaluate and reward staff performance.

4.1.2. Sales:
When not on shift, prepare change, check the invoice against the order number, and
verify the correct pricing after issuing the bill to the customer. Check the guest's
information carefully when recording it. Please consult management for any
difficulties that are not related to the function.

4.1.3. Serving Staff:

Attend the meeting at the beginning of the hour, get all the information about the
party, set up full equipment and take responsibility for your area.

4.1.4. Support staff:

Assist with cleaning, serving food and beverages, cleaning Staff service tools, and
responding to service requests.

4.1.5. Contract labor:

Departments that can be helped by Support Staff: secretarial, front desk and
technical staff, customer care.

4.1.6. Kitchen Staffs:

Chef's Work plan and schedule for employees. Constantly creating
responsibilities new dishes. search for low-cost and high-quality source. Ask
customers about the quality of the dish to improve.
Sales Make a list of loyal customers, hold customer appreciation
events.
Accountants Report daily expenses, equipment, materials inventory, cost
calculation for parties and company debt collection.

28
 CHAPTER 5: ORGANIZE WORK SHIFT
5.1. Summary:
5.1.1. Arrange staffs for a variety of events at the hotel restaurant.
Buffet Party (Simple): 100 Pax

MANAGER
(01)

SUPERVISOR
(01)

BUFFET
SECURITY WAITRERS HOSTESS CASHIES BARTENDER ENGINEER COOK
MAN
(02) (05) (02) (01) (02) (01) (05)
(02)

RUNNER CLEANER
(02) (02)

Figure 5.1: Staff Chart for Buffet Party

Wedding Party (Simple): 100 Pax

MANAGER
(01)

SUPERVISOR
(01)

SECURITY WAITRERS HOSTESS CASHIES BARTENDER ENGINEER COOK

(02) (05) (02) (01) (02) (01) (05)

RUNNER CLEANER
(02) (02)

Figure 5.2: Staff Chart for Wedding Party

Cocktail Party 100 Pax

MANAGER
(01)

29
SUPERVISOR
(01)
 SECURITY WAITRERS HOSTESS CASHIES BARTENDER ENGINEER COOK
(02) (10) (02) (01) (02) (01) (05)

RUNNER CLEANER
(02) (02)

5.1.2. Days off according to the employee regime:

 For direct parts: 1 day of a week.
 For indirect parts: 2 days.
 Holidays in a year including: 9 days.
 Annual leave in year: 12 days, after 5 years will be 13 days.
5.1.3. Arrange personnel in the shift table:
 Symbols in division:
Week off (OFF) Holiday (L) Annual leave (P) Overtime (OT)

Note:
- Manager and supervisor always work during office hours.
- For supervisor: 1 supervisor can serve 100 guests.
- For buffet man: 1 buffet man can serve 50 guests.
- For waiter (modified): 1 waiter can serve 10 guests.
- For cashier: 1 cashier can serve 300 guests.
- The others as buffet man.
- If staffs serve over 8 hours, they need to off for 3 days.

30
 5.2. Exercise:
Arrange a shift plan for staffs in a week with flexible guests per day.
BUFFET PARTY (MODIFIED) – 500 PAX.

MANAGER
(01)

SUPERVISOR
(02)

BUFFET
SECURITY WAITERS HOSTESS CASHIES BARTENDER ENGINEER COOK
MAN
(02) (10) (04) (02) (04) (01) (05)
(04)

RUNNER CLEANER
(04) (04)

Figure 5.4: Staff Chart for Buffet Party - 500 Pax

31
Sign Expain
OFF Week Off
L Holiday
P Annual Leave
OT Over Time
S Morning
C Afternoon
HC Office Hours

Table 5.1: Sign Table

Guest Per Day

DAY MORNING AFTERNOON NOTE
MON 50 80
TUE 70 100
WED 60 80
THU 40 100
FRI 150 200
SAT 200 300
SUN 300 500
Table 5.2: Guest Per Day In Week

32
 WORKING SCHEDULE
MON TUE WED THU FRI SAT SUN ALLOWANCE OT
NO NAME
(L) (P)
MANAGER
1 DUYÊN HC HC HC HC HC HC HC
SUPERVISOR
2 HUY OFF S C C S C S
3 NGỌC C C S OFF C S C
BUFFET MAN
4 DUY OFF S C S C S C
5 LẬP S OFF C C S C S
6 VINH C C OFF C C S C
7 NHƯ C C S OFF S C C
WAITER/WAITRES
S
8 UYÊN S OFF C S S C C
9 NHI S OFF C S S C C
10 LINH S S OFF S C S C
11 QUỲNH OFF S C S C S C
12 TÚ OFF S C C S C C
13 VIỆT C OFF S C S S C
14 SƠN C C S OFF C S S

33
15 HOÀNG C C OFF C C S S
16 TÙNG OFF C S C S C S
17 TUẤN OFF C S C C C S
CASHIER
18 ANH S S OFF S S OF C
F
19 AN OFF C S OFF C C S
20 NHI C OFF C C C S C
BARTENDER
21 LINH OFF S C C S C C
22 DIỆP S OFF C C C S C
23 ĐỨC C C OFF S S C C
24 PHỤNG C OFF S OFF C S S
HOSTESS
25 GIAO OFF C S C C S S
26 NGHI S OFF S C S C C
27 PHƯỢNG C OFF C S C S C
28 HỒNG C S OFF OFF S C C
CLEANER
29 MAI C S OFF OFF S C C
30 NHÂN C OFF C S S C C
31 KHA OFF C S C C S C
32 CÚC S OFF S C C S S
34
 RUNNER
33 KHÔI S OFF C S S C S
34 MINH OFF S C C C S C
35 HUYỀN C OFF S C S C C
36 LÊ C C OFF OFF C S C

HIRE TABLE
NUMBER TITLE MORNING AFTERNOON TOTAL
1 SUP 5 7 12
2 BUFFET MAN 10 13 23
3 WAITER 59 104 163
4 BARTENDER 9 12 21
5 HOSTESS 8 13 21
6 CLEANER 8 13 21
7 RUNNER 9 12 21
Table 5.3: Hire Table

35
 CHAPTER 6: RESOLVE CLIENT COMPLAINTS AND ISSUES.
The first thing staffs have to do is Ask guest and listen to the problem they are
having and apologize them about this mistake and never repeat it again. After that,
depending on the case, give reasonable solutions.
6.1. Summary:
6.1.1. Incident involving food and drink:
Complain Solutions Reason
of Guest
While change the new one, invite them The carelessness from
This dish use the appetizer first. Regularly kitchen parts that lead to
is too salty observe customers. the dish too salty that
guest can’t use.
Check to see if the customer asked to The carelessness from
use R-M-W when ordering. If kitchen part or staff
Raw beef restaurant’s fault, change the new one. forget to ask guest use R-
Regularly observe customers. M-W or mistyped in
order.
There is While change the new one, invite them The carelessness from
an elastic use the appetizer, regularly them kitchen part in food
band in carefully. If the customer has an processing.
the spring unsatisfied expression, give them a fruit
roll plate or discount 10%.

6.1.2. Issues with the service:

Complain of Solutions Reason/ Other situations
Guest
Told them wait for a moment The number of guests on that
then check the dish in kitchen day was excessively high.
The service is
(reason). If not done yet, invite Check cooking method in
too slow
them use appetizer first and kitchen part.
observe guest.
Told the guest to wait a The carelessness of staffs/
moment and immediately bartender lead to make the
exchange the drink for the wrong drinks.
Guests were
customer, check the staff when
served the
ordering. Regularly observe
wrong drink.
customers and give 5%
discount if customers are not
satisfied.

36
Payment bills, Told the guest to wait a The carelessness of staffs
the dish is left moment. Check the captain doesn’t check before give to
over order of staff and cashier. If the guest and cashier mistyped.
compared to restaurant ‘s fault, immediately
the other dish change the bill for the guest..
used
Guests Assure guests that food has a If a customer suffers food
finished their clear origin, have a box to store poisoning from restaurant
meals 20 food samples for 24 hours, and food, they must be taken
minutes after ask if they have another meal care of on a regular basis,
calling the before going to the restaurant. pay hospital bills,
restaurant to Share and visit customers with representing the Board of
complain fruit baskets. Directors in apologizing to
stomach guests, and refund the
trouble. money spent at the party.
Take the guest to the nearest If the situation is minor,
faucet and put them in a cool offer the customer a different
spot while you apply ointment. dish.
Spilled boiling
Clients should be observed on a If the situation is serious,
water on the
regular basis, and discount 10% take the guest to the hospital
guest
in bills if guest unsatisfied. and follow the steps outlined
above for the guest with
poisoning.
To absorb the stain, use a If the situation is minor, give
serving cloth, rub the lemon, the customer a different dish.
and take the guest to the If there have much sauce:
restroom. Clients should be ask the guest's permission to
Spilled the
observed on a regular basis, take the laundry, thank them
sauce on the
and discount 10% bills, if guest with flowers and fruit
guest
unsatisfied. baskets when you return the
stuff. If the guest requests
compensation, 70% of the
suit's value will be returned.

6.1.3. Request and costumer problems:

Request, problems Solutions
Guest want to play their Refuse politely because the customer's music
music dish in the disc does not correspond to the restaurant's
restaurant/ the guest style and rules. Wish guest could sympathize
requested that the guest's and keep their own property.

37
 possessions be kept.
Show guest where to put the phone. and note
Phone charger socket. that guests keep their own property because
this is a public place.
Guest have stomach, Refuse politely, should direct guest to the
headache and want to nearest medical center for their safety, and
take medicine. wish guest could sympathize.
Assist the guest in sitting up, transport the
guest to a quiet area to relax, and use an ice
towel to soothe the pain.
In the restaurant,
In a mild case: offer the guest a different food.
customers in high heels
In extreme circumstance: bring the guest to a
fell on their own.
nearby medical facility. Call the customer's
relatives and inquire of guest on a regular
basis.
Refuse politely because of restaurant rules;
absolutely do not store guests' personal things;
just keep customers waiting for complete
Guests can't pay at the
payment.
party, ask for a debt.
The last case: file a police report.
If a regular customer, ask your supervisors to
let guest debt.
Gently remind the customer if the customer
continues, change the male waiter.
Drunk guest groping
In case guest unsatisfied: notify the security
female waitress.
guard to intervene.
The last case: report to the police.
Check out the entire restaurant area. Ask
After finishing meal, the customers to contact their relatives, report to
guest returned 20 minutes security, make a record of the incident.
later and said they had Request your supervisor allow guest to see the
left his camera on the camera again. Promise guests if found will
table. contact guests. Wish guest could sympathize.
Gently assure guests about the quality of the
Food and drink prices are service, the location, the space and equipment,
too expensive compared and the restaurant's brand. Wish guest could
to other restaurants sympathize.
Guide guests to the table, place the guest's left
hand on his right shoulder. Do not touch the
Visually impaired guests guest's stick, pull the chair to invite the guest to
eat in the restaurant. sit. Put guest items and let the guest know.
Specify the ingredients and prices of the

38
 dishes. When billing, must repeat the items and
prices. Finally thank and take the guest to the
car.
CONCLUSION
After courses, I had gained a significant amount of in-depth knowledge not
only about personnel but also about the responsibilities and tasks of a manager in
this Food & Beverage department. As a result, I became aware of the problems and
demands that Supervisors face on a daily basis in arranging and assigning work in
the most reasonable and fair possible so that employees are not disadvantaged and
even put to hard labor when they first get on.
In the currently pandemic, even though it is only online lessons about the job
of a supervisor, I feel like I am learning practical knowledge in real life, not really
theory. Instructors share many experiences about real-life cases that a supervisor
must experience for students to understand and visualize.
Since then, I've come to understand that, in addition to leading and training
staffs, as well as guiding and evaluating staff, a supervisor must also know how to
plan and organize events in order to attract clients to boost the restaurant's earnings
during the holidays. The Supervisor must also comprehend the customer's needs
when they booking party in order to arrange the working staff's schedule in that day.
Furthermore, the supervisor inspects and assesses the tools and assets used to plan a
party or used in the restaurant in accordance with the restaurant and hotel's
standards, as well as how to conserve and save them, avoid damage and waste. For
the kitchen department, the supervisor works with the chef to agree on dishes,
menus, and high-quality food supplies for the restaurant, as well as ensuring food
safety and hygiene and pricing the dishes to bring in revenues for the restaurant and
write report to manager. A good supervisor is always seeing the mistakes that staff
make, therefore he or she must be familiar with the procedures, utensils, and setting
tables process in the restaurant in line with the restaurant's requirements for each
type of party. Supervisors must have a good understanding of the responsibilities of
other departments in order to collaborate with them, work together according to the
plan, and provide the best possible service to guests. During the operation of the
restaurant, there can be unexpected problems and other client requests, therefore a
supervisor must be able to capture and comprehend customer psychology.
Therefore, it is necessary to have rules and ways of dealing with such situations.
Staff should be training soft skills in order to deal with guests as effectively as
possible.

39
 To summarize, the knowledge I've gained as well as the lecturers' practical
exercises have helped me develop a better understanding of the Food &Beverage
department, as well as the general knowledge and abilities that will be needed in the
future to work in a professional environment. I've extracted several lessons and
ideas for enhancing the restaurant's operational efficiency and customer satisfaction
by investing in customer service training, such as coaching all of the company's
employees. Organize customer service seminars or online training for company
employees immediately after starting a new work. Furthermore, fostering teamwork
and encouraging employees to learn from one another in order to improve service
quality.

REFERENCES: INTERNAL DOCUMENTATION

40
 APPENDIX

REQUEST FOR CANCELLATION OF RAW MATERIALS

& SERVING TOOLS
Number Product name Cancel Quantity Reaso Note
n

Date…month…year….
Requester Accountant Manager

Table 2.1: Request For Cancellation Of Raw Materials & Serving Tools

QUANTITY REPORT
Receiver: Director
Sender : F&B department
About : Purchase equipment
Date : dd/mm/yyyy
CC : Supply room
- For improve customers service quality. We respectfully request the Director to
approve the restaurant to purchase the tools and equipment in the following
quantities:
NUMBE QUANTITY
EQUIPMENT QUANTITY NOTE
R IN STOCK
05 long + 05
01 Chaffing 10 15
round
02 Hot Pot 10 20
03 Hi-ball Glass 200 50
04 Vacuum Cleaner 01 01 Broken
05 Shrimp Dumpling 02 set 02 Size 32
Sender Director

Table 2.2: Quantity Report

41
 INVENTORY TABLE
Day/Time
Number Goods Unit First Stocks Input Output End Stocks

Reporter

Table 2.3: Inventory Table

Table 5.5: Staff Schedule

42
 HIRE TABLE
NO TITLE MORNING AFTERNOON TOTAL
1
2
3
4
5
6
7
Table 5.6: Total Staff Hire

43