VIET NAM GENERAL CONFEDERATION OF LABOR(B,size 14)

TON DUC THANG UNIVERSITY (B,size15)

FACULTY OF BUSINESS ADMINISTRATION (B,Size15)

INTERNSHIP REPORT IN FOOD AND

BEVERAGE DEPARTMENT

Supervisor name: Mr TRAN LE ANH KHOA

Student name: NGUYEN THI PHUONG THAO
Student ID: 720H1492
Class: 20H70501
Major: HOSPITALITY MANAGEMENT
Academic year: 2020-2024

Ho Chi Minh city, Aug 2022

 ACKNOWLEDGEMENT
First, I would like to express my sincere thanks to the Board of Directors of Liberty
Central Saigon Center Hotel as well as all the brothers and sisters who have helped and
facilitated me to approach and experience the real work specialisation in hotel and restaurant
management.

Through my internship at a restaurant, I have gained a lot of useful experience so that I

won't be surprised at future work. For the Hospitality-Hotel Management major, an
internship is essential, not only helping students to immerse themselves in reality but also
allowing them to experience and apply the knowledge learned in class into practice. It is a
premise to build the personalities and bravery of real and talented managers in the future.

I would also like to thank the managers and staff here for helping me a lot in my work. I
especially want to thank Ms. Nguyen Duc Thao Nhi and Mr. Tran Le Anh Khoa, who
directly guided me during the internship and provided the necessary information to complete
the report. I am very grateful for the guidance. I love Mr. Nguyen Duc Hy—the direct guide
who helped me complete this report.

Finally, I would like to wish all the teachers of Ton Duc Thang University, the
leadership of Liberty Central Saigon Center Hotel, and all the managers and staff working at
the restaurant good health and happiness. Good luck at work as well as in life.

Thank you very much!

Table of Contents
ACKNOWLEDGEMENT......................................................................................................................................... 2
INTRODUCTION........................................................................................................................................................ 4
CHAPTER 1: INTERNSHIP PLACEMENT PROFILE............................................................................5
1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION.............................5
1.1.1 Odyssea Corporation Overview......................................................................................................... 5
1.1.2 Overview of Liberty Central Saigon Center Hotel.....................................................................6
1.1.3 The history of the establishment and development of the hotel............................................7
1.2 HISTORY AND DEVELOPMENT.......................................................................................................... 9
1.3 HOTEL AND OUTLETS DESCRIPTION.......................................................................................... 9
1.3.1 Parts of the hotel...................................................................................................................................... 9
1.3.2 The hotel's operating area................................................................................................................ 12
1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION....................16
1.4.2 Functions and duties of departments............................................................................................ 16
CHAPTER 2. INTERNSHIP PROCEDURE................................................................................................. 19
2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS..............................................19
2.1.2 Organizational structure of the restaurant department.......................................................19
2.1.3 Titles' Duties............................................................................................................................................ 20
2.2 SCHEDULE & DUTIES............................................................................................................................. 24
2.3 AVANTAGES AND DISAVANTAGES............................................................................................... 26
2.3.2 Disavantages............................................................................................................................................ 27
2.4 LEARNING OUTCOMES......................................................................................................................... 28
2.4.2 Ways to overcome difficulties........................................................................................................... 29
2.4.3 Knowledge and skills when practising at a restaurant..........................................................29
CHAPTER 3. RECOMMENDATIONS........................................................................................................... 31
3.1 RECOMMENDATIONS TO THE HOTEL....................................................................................... 31
3.2 RECOMMENDATIONS TO UNIVERSITY..................................................................................... 31
CONCLUSION........................................................................................................................................................... 33
 INTRODUCTION

Nowaday, in the process of global integration, spearhead economic sectors are developing
strongly. And especially in recent years, tourism is one industry with a high growth rate. When
people's living standards are improved, people's needs for sightseeing, entertainment, and
tourism are also increasingly being raised. As a result, tourism-related industries have also
increased. In particular, the hotel and restaurant business are really thriving. To be able to stand
firm in the market, managers need to have a specific strategy and organisational plan that are
more suitable to the actual shape of the hotel and restaurant. Improving the service quality of
hotels and restaurants is essential and plays a decisive role in business performance.

My internship at Liberty Central Saigon Center hotel is the first branch of the Liberty
Central hotel chain. Students can gain skills and knowledge by working in businesses and
participating in social and community activities, which give them experience, living capital, and
the opportunity to apply knowledge and skills learned in the workplace. During my work at
Central Restaurant of the Liberty Central Saigon Center Hotel , I had the opportunity to study
and apply the specialised knowledge and skills learned at the school to real work. I am not only
guided by the staff here, imparting my work experiences but also drawing lessons and
experiences for me personally.
 CHAPTER 1: INTERNSHIP PLACEMENT PROFILE

1.1 AFFILIATION OF THE COMPANY TO THE GROUP & LOCATION

1.1.1 Odyssea Corporation Overview
Odyssea Hospitality belongs to Que Huong Liberty, a hotel and restaurant construction
investment group, and was officially launched in 2013 on the occasion of the 10th
anniversary of Que Huong Liberty Group. Odyssea Hospitality is the first luxury hotel
management unit bearing the Vietnamese brand.
Odyssea Hospitality is a member company of the largest hotel group in Vietnam – Que
Huong Liberty Central Group.
- QUE HUONG JOINT STOCK COMPANY - LIBERTY is the name of the company.
- LIBERTY CORPORATION QUE HUONG (LIBERTY CORP)
- Head office: No. 63–65 Ham Nghi, Nguyen Thai Binh Ward, District 1, Ho Chi Minh City,
Vietnam.
- Fax: (028) 3914-1928
- Phone: (028) 6295 9234
- Website: www.libertycorp.com.vn

With a management process built on international standards, high expertise, and local
understanding, Odyssea Hospitality is a hotel management company established in 2013 with
extensive experience and a strong network of guests. The hotel is growing rapidly. Known
for its reputation as one of the most promising hotel management companies in Vietnam,
Odyssea Hospitality's executive team brings experience across multiple sectors of the
industry, as well as a wealth of recognised track record. received and proved. Odyssea
Hospitality is proud of its operating platform built on key core values such as: customer
satisfaction, focus on training and staff development programs, and close links with other
departments. investors, from the development of business concepts to construction and
operation, in order to bring the most optimal results.

Odyssea Hospitality provides a full service package, including concept, development,

and technical support, as well as effective collaboration with architects and interior
designers.To serve different market segments, Odyssea Hospitality offers hotel brands from
budget to luxury. Odyssea Hospitality stands behind investors and their projects to ensure
sustainable development and optimal profit results.

Odyssea started planning and orienting development from the end of 2010 and
currently has been successful with two 4-star brands Liberty Central and 3-star Liberty Hotel.
Possessing many advantages in terms of location, modern facilities, and professional
management, especially the global linked value chain, these two brands have almost
dominated the 3-star accommodation market and 4 stars in HCMC. Hotels managed by
Odyssea include: Liberty Central Saigon Center Hotel, Liberty Central Saigon Riverside
Hotel, Liberty Central Saigon Citypoint Hotel, Liberty Central Nhatrang Hotel, Liberty Hotel
Saigon Parkview, and Liberty Hotel Saigon South.

With the ambition of becoming the leading hotel management company in Vietnam,
Odyssea is conducting a series of investment activities, expanding the scope of activities
through the search for potential partners in many tourism markets, with Vietnam's focal point
being Hanoi.

1.1.2 Overview of Liberty Central Saigon Center Hotel

Liberty Central is a 4-star standard hotel brand that was born in 2009 and is being
managed by Liberty Hospitality Management Co., Ltd. With a team of experienced
professionals and dynamic young people, Liberty Hospitality Management has quickly
turned Liberty Central into the leading 4-star luxury hotel brand in Ho Chi Minh City.

Liberty Central is known as a hotel brand of international standards with the best
features of Vietnam. With a modern and youthful design, Liberty Central brings the most
delicate features of Vietnamese culture to life. With an ambitious vision of the hospitality
industry, Liberty Central pursues its own style and builds its brand identity by creating
comfortable and intimate spaces.

Known for its outstanding service and convenient locations, the Liberty Central brand
appeals to both domestic and international travellers who are looking for high standards in
quality and comfort. combined with a distinct Vietnamese style. Customers of the Liberty
Central brand are modern people who choose service brands that can contrast with their own
lifestyles and want to find a dynamic place to stay with the necessary amenities to bring their
lives to life. work efficiency as well as meeting diverse entertainment needs. Understanding
the needs of customers, each hotel under the Liberty Central brand is designed to create a
comfortable resting space and the most harmonious experiences.

Business name: LIBERTY CENTRAL SAIGON CENTER HOTEL

Address: No. 179 Le Thanh Ton Street, Ben Thanh Ward, District 1, Ho Chi Minh City
Phone: (028) 3823 9269
Email: frontdesk.lcc@libertyhotels.com.
 Website: www.odysseahotels.com/saigon-centre-hotel

Figure 1: Logo of the Liberty Central Saigon Center Hotel

"Located in the heart of District 1 – the most vibrant area of Ho Chi Minh City, with
140 rooms, the Liberty Central Saigon Center Hotel offers optimal comfort and an ideal
getaway for your trip. Experience your city. To meet the needs of both business and leisure
travelers, the hotel offers a range of different services and facilities, such as a modern gym
overlooking the rooftop pool, multi-function meeting rooms, and lounges. enticing a-la-carte
culinary offerings and a relaxing spa.

With the desire to bring a familiar resting space like a second home for customers,
Liberty Central Saigon Center and its dedicated and experienced staff are fortunate to be
mentioned by many customers with billions of customer care”. For myself, Liberty Central
Saigon Center Hotel has a beautiful and prime location, located in the heart of District 1 with
convenient traffic and infrastructure for mild climate development, which will have the
advantage of attracting large numbers of people. to stay and a large number of tourists.

1.1.3 The history of the establishment and development of the hotel

Liberty Central Saigon Center Hotel is the first hotel in the chain of Liberty Central
hotels, owned and managed by Que Huong Liberty Joint Stock Company and officially put
into operation in February 2010 with 140 rooms with luxurious design with 4-star class
including 12 floors and 1 basement.

The first time the hotel operated was named Que Huong 6 Hotel, because Que Huong
Liberty JSC received Tan Loc Hotel and changed its name to do business. The hotel address
is still located at 177-179 Le Thanh Ton, District 1, City of HCM. Until April 2008, Que
Huong 6 hotel stopped operating to build a new one on the old land to expand the area of 4
houses bought since 2007. After starting construction, the project has been completed and
officially opened. The hotel officially put the hotel back into operation and changed its name
to Liberty Central Saigon Center Hotel.
 Located on one of the busiest streets in Ho Chi Minh City, the hotel offers a full range
of amenities and modern facilities for certain budgets. The hotel is only 1 block from Ben
Thanh market, high-rise buildings, entertainment areas, shopping and dining in the central
area.
Liberty Central Saigon Center Hotel is the first hotel in the chain of Liberty Central hotels,
owned and managed by Que Huong Liberty Joint Stock Company and officially put into
operation in February 2010 with 140 rooms with luxurious design with 4-star class including
12 floors and 1 basement.

The first time the hotel operated was named Que Huong 6 Hotel, because Que Huong
Liberty JSC received Tan Loc Hotel and changed its name to do business. The hotel address
is still located at 177-179 Le Thanh Ton, District 1, City of HCM. Until April 2008, Que
Huong 6 hotel stopped operating to build a new one on the old land to expand the area of 4
houses bought since 2007. After starting construction, the project has been completed and
officially opened. The hotel officially put the hotel back into operation and changed its name
to Liberty Central Saigon Center Hotel.

Located on one of the busiest streets in Ho Chi Minh City, the hotel offers a full range
of amenities and modern facilities for certain budgets. The hotel is only 1 block from Ben
Thanh market, high-rise buildings, entertainment areas, shopping and dining in the central
area.

Figure 2.1: Overview of the Liberty Central Saigon Center Hotel

 Figure 2.2: Overview of the Liberty Central Saigon Center Hotel
1.2 HISTORY AND DEVELOPMENT

Important milestones in the hotel's development:

• 07/1985 It established Que Huong Hotel under the Ho Chi Minh City Tourism Company.
The hotel started its business with only one restaurant, Que Huong Restaurant.
• On January 1, 1988, the Que Huong Hotel officially opened its doors with 58 upgraded and
renovated rooms from the Liberty Hotel.
• 10/1993 received the Vinh Loi Hotel and renamed it the Que Huong 2 Hotel. Que Huong
Hotel has been renamed Que Huong 1 Hotel.
• 11/1996 Hoang Tu and Hoan Vu Hotels were renamed Que Huong 3 Hotel and Que Huong
4 Hotel.
• 01/2000 Tan Loc Hotel was acquired and renamed Que Huong 6 Hotel (Liberty Central
Saigon Center).
• 04/2008 Que Huong 6 Hotel (Liberty Central SaiGon Center) ceased operations in order to
construct a new one on the old land in order to expand the area of four houses purchased
since 2007.
• On February 2, 2010, the Liberty Central Hotel (Former Hometown 6) opened its doors
with 140 rooms.

1.3 HOTEL AND OUTLETS DESCRIPTION

1.3.1 Parts of the hotel
Depending on the size, quality ... that in each hotel has a division into different
departments. In fact, the smaller the hotel, the managers tend to simplify the parts, which means
that they will "merge" parts to the maximum extent to reduce management costs. In this section,
the author refers to the full parts in a 5-star hotel in Vietnam, including 9 parts, the following
main:
 Front-desk personnel
As the information centre and providing service to welcome guests of the hotel, the
first place guests arrive is the last place guests go. Other activities include:
reservations, call center, office administrative service center, concierge, customer
relations, and baggage handling.

 Department of Rooms
The main tasks are cleaning and managing guest rooms, public areas of the hotel,
uniforms and linens, handling laundry of staff and guests inside and outside, and
arranging and placing flowers in the room. guests and parties, serving snacks and
packaged or canned drinks in the room (minibar service).

 Food and Beverage Department:

The restaurant division is the most profitable part of the hotel after the room division.
This department performs the work related to dining at the hotel and is divided into 2
small parts: the kitchen department and the bar table department. This department
specialises in providing food and beverages to customers, and costs in the
department. and has the task of organising catering business activities, including 3
main activities: making menus; processing, circulating and organising food service at
the hotel; catering to hotel staff; and providing additional services such as: organising
parties, buffets for seminars; organising parties at the request of guests; supporting
other departments when needed. responsible for ensuring food hygiene and safety
during the time of importing ingredients, preparing and processing dishes.

 Marketing and Sales Department

The marketing and sales departments work closely with the reservation area, and the
organisational structure includes marketing and sales staff, customer relations staff,
public relations, and profit management, depending on the size of the hotel.It can be
said that this is one of the core departments of the hotel that focuses on attracting
external customers, including corporate guests, delegations, diplomacy, parties, and
meetings, combining marketing and product sales activities. with promotional
activities in restaurants, bars, and other services...

 Finance department
Maintaining the hotel's books and staying financially active; finance department
activities include billing and banking services; staff payroll; general treasury
handling; purchasing and sales goods; sales control; audit; profit; cost and loss
 management; management and reporting of revenues, expenditures, liabilities, etc.
The finance department is closely related to the ceremonial department. reception
because the front desk department updates all guest expenses during their stay at the
hotel.

 Human Resource Management Department:

For a hotel to have sustainable development, human resources are indispensable.
Therefore, the human resources department in the hotel is always highly appreciated
for its functions and roles. This department is responsible for recruiting personnel for
the hotel in addition to administering people-related jobs such as staff selection,
training, and human relations in the hotel, labour regime, and compensation. Usually,
employee development, income issues, employee wages, vacations, discipline, and
dismissal... Besides, this department is also responsible for drafting the organisation
and operation regulations of the company. hotel (employee handbook), inspection,
handling of employee complaints and denunciations, and administrative and clerical
work.

 Security Department
Security is one of the indispensable parts of the hotel. This department plays the role
of protecting the property of customers and the hotel. In addition, the security
department is also responsible for patrolling and guarding to support customers when
there is an incident, to prevent unauthorised and unauthorised people from entering
the hotel premises, and to handle problems. Other issues related to safety and
security, such as theft, breakdown, terrorism, bomb threats, fire, situations that could
endanger hotel employees and guests, etc. In some hotels, the security guard will also
take the position of parking, transporting luggage and opening the car door for guests.

 Technical department
Engineering is an indispensable part of the hotel. The main function of this
department is to manage and supervise the system of technical equipment in the hotel
to ensure it is always in good working order. It is our duty to ensure the safe and
continuous operation of all machinery and equipment in the hotel. We also maintain
the entire building, including annual maintenance, periodic maintenance, and
preventive maintenance. maintenance, electrical repair, machinery, painting and
renovation, water supply and drainage system, refrigeration, central air conditioning,
generator, service switchboard. In addition, the technical department is also
 responsible for installing new technical equipment such as sound, stage decoration,
etc. to serve events.

1.3.2 The hotel's operating area

Ho Chi Minh City is 20 minutes from the airport and close to the city's bustling
center.Whether on vacation or for business, each of the 140 rooms at this 4-star hotel is designed
to help guests relax comfortably; air conditioning, bathrobes, daily newspaper, desk, hair dryer.
24/7 room service, elevator, coffee shop, bar, and restaurant serving all ethnic, European, and
Asian cuisines. Guests can enjoy massage services, a jacuzzi, a gym, a sauna, a swimming pool,
etc. The convenient location and first-class amenities make the Liberty Central Saigon Center
Hotel a favourite among travellers visiting Ho Chi Minh City.

Types of rooms
The hotel consists of 140 4-star standard rooms divided into 5 types, namely: 62 Deluxe rooms,
46 Premier Deluxe rooms, 14 Executive Deluxe rooms, 15 Signature rooms, and 3 Liberty
Center Suite rooms. The rooms are designed to be extremely luxurious and comfortable, with
full equipment to serve the needs of customers. With a design mainly in elegant tones, it makes
customers not only feel the luxury but also comfortable, warm and at home. Each room has a
different decoration style to suit the preferences of each customer.

 Deluxe Room
-Area: 22m2–24m2
-This type of Deluxe room will have 1 large double bed (1.8m x 2m) or 2 single beds
(1.2m x 2m).
-Wooden cabinet with hangers, laundry bags, slippers, safe.
-Modern equipment such as TV, high-speed Internet system, air conditioning system.
-Mini bar with a variety of drinks such as carbonated water, wine, beer,... and snacks
-A bathroom with: a standing shower, hot and cold water machine, 2 towels, 2 hand
towels, and 1 stomping towel. Cosmetics such as: daily shampoo, conditioner, bath &
shower gel, soap, and personal tool boxes for customers such as razors, toothbrushes,
cotton pads, ...

 Premier Deluxe Room

-Area: 26 m2–28 m2
-Premier room type will have 1 large double bed (1.8m x 2m) or 2 single beds (1.2m x
2m). An extra bed can be arranged upon request. The Premier Deluxe room is carefully
designed in terms of design so that the space is a mixture of modern amenities and
 exquisite interior details. The clear and vivid Saigon scenery right from the window is
also an impressive highlight for most Premier Deluxe rooms.

 Executive Deluxe Room

-Area: 30 m2–32 m2
-Executive room type will have 1 large double bed (1.8m x 2m) or 2 single beds (1.2m x
2m). Not only does this room type enjoy outstanding views thanks to its priority location
from the 8th floor upwards, but this room type also comes with the benefits and premium
services of the Executive Lounge. However, the room space is limited to placing an extra
bed.

 The Signature Deluxe Room

-Area: 40 m2
-Signal room will have 1 large double bed (1.8m x 2m)., Signature Deluxe room type is a
delicate combination between outstanding facilities and a splendid Saigon view right
from the window. At the Signature Deluxe room, the spacious bathroom is accompanied
by a bathtub and a shower so that customers can both enjoy the cool water from above
and immerse themselves in a relaxing bath. Designed to provide a second home to guests,
this room type also comes with Executive Lounge access and accompanying services and
benefits.

 Liberty Central Suite Room

-Area: 45 m2
-Liberty Central Suite will have 1 large double bed (2 m x 2 m). In addition to the
bathroom and bedroom, there will be a separate living room with full amenities. Double
the size of a regular room, this room type represents the perfect combination of privileged
comfort and convenience. To help customers make the most of their stay, Liberty Central
Suite also offers the privilege of using the Executive Lounge and its accompanying
services and benefits

Types of meeting rooms

In addition to the 4-star quality rooms, Liberty Central Saigon Center Hotel is also a
destination for businesses and companies to organise meetings, conferences, or parties. The hotel
has a system of conference and event rooms with modern equipment to meet all the diverse
needs of guests. The rooms can accommodate up to 150 guests with a luxurious and spacious
interior design and style.
There are three meeting rooms for you to choose from to suit the number of people: Apollo,
Libra, and Venus Boardroom.

 LIBRA
Located on the first floor, the Libra room is equipped with high-speed internet and
provides a cosy atmosphere, suitable for private dining or small training for up to 30
people.

 APOLLO
Located on the mezzanine level, our Apollo Ballroom is acoustically designed with high-
speed Internet access and audio-visual equipment. Guests are welcome to reserve spaces
for meetings, seminars, training, or special occasions. With a spacious foyer for cocktail
parties or buffets, Apollo is perfect for up to 120–140 guests.

 VENUS
The Venus Boardroom on the Executive Floor (11th floor) is available to business guests
requiring a special venue to conduct business meetings and discussions in an exclusive,
private atmosphere. The Executive Lounge service guarantees preferential service levels
for all types of events.

Outlets belonging to the hotel's restaurant

Vietnamese and European dishes are available all day.The restaurant is designed to
combine modernity with ancient cultural space, creating a work that impresses diners at first
sight. Cuisine at the hotel is divided into 3 areas, including: The Central restaurant, The Bisto,
and Libra's private dining room

 The Bistro
-Location: Ground floor
-Operating hours: 7:30–24:00
A perfect blend of modernity and comfort, The Bistro at hotels offers a wide selection of
snacks from signature cocktails, as well as draught beers and wines. high-end power..

 Central Restaurant
-Location: 1st floor
-Operating hours: 6:00–22:00
In the sophisticated and luxurious space of a high-class restaurant, Central Restaurant is
the place to start the day with a delicious breakfast and enjoy the multinational cuisine of
attractive local dishes. The Central Restaurant's experienced team of chefs will serve you
 with a varied à la carte menu and extensive buffets, where fresh and selected ingredients
are prepared to bring out the essence of international cuisine. a parallel to traditional
Vietnamese dishes.

 Excutive lounge
- Location: 11th floor
- Operating hours: 6:00–22:00
Exclusively for customers staying in Executive, Signature, and Liberty Central Suite
room types, the Executive Lounge is designed for business and leisure travellers with a
high demand for benefits as well as personalised services. free use of the Venus meeting
room for 2 hours per day (subject to availability at time of use); free laundry service with
a quantity of 1 to 3 items/pax/day. Coupled with mesmerising city views from above, the
Executive Lounge is also the perfect location to enjoy afternoon tea (15:00-20:30) or sip
a few cocktails at the end of the day (18:00:30pm). 30-20:30). In addition, guests can
enjoy complimentary dining through the Executive Lounge's special menu, which is
available all day.

 Pool bar
- Location: 12th floor
In a city widely known for its sunshine and warm weather, the hotel's rooftop swimming
pool is a great place to relax and enjoy the climate, enjoy a drink, and watch Saigon.
Saigon is busy. The rooftop swimming pool is a place not to be missed when coming to
Liberty Central Saigon Center Hotel.
The pool bar is a small branch of the bistro. When customers book a room and choose to
stay at the hotel, guests will get free use of the swimming pool and attached gym.

Other types of services

In the hotel, there is also a spa area, a swimming pool and a fitness centre on the rooftop
(12th floor) with professional and approachable staff that will bring you the most relaxing
moments. Happy hour ( from 18:30-20:30)

 Spa services
- Location: 12th floor
- Operating hours: 9:00 – 24:00
Pamper yourself at The Spa, which has a tranquil atmosphere and the ability to provide
an unforgettable experience for both hotel guests and guests, restoring and enhancing
balance for body, soul, and spirit. Guests outside The Spa will easily have the opportunity
to experience intensive and diverse treatments, from full-body massage to acupressure
therapy, helping to relieve the anxiety of a busy day.

 Gym
- Location: 12th floor
- Operating hours: 6:30 - 21:30
 Also located on the top floor, the gym, with optimal equipment, provides guests with a
place to work out and stay in shape even while traveling.

In addition to the above services, the hotel has a 24-hour front desk and a tour desk, and
offers a variety of services, including currency exchange, tour arrangements, car rental, and
luggage storage. physical.

1.4 HOTEL STRUCTURE: ORGANIZATION CHART AND EXPLANATION

1.4.1 Organization chart of Liberty Central Saigon Center Hotel

Figure 3: Organizational structure of Liberty Central Saigon Center Hotel (Source: internal)

1.4.2 Functions and duties of departments

 General Manager
Responsible for the operation and management of all hotel activities, including ensuring
that all departments operate in sync and maximising revenue and profit.Delegate
authority to Assistants and Heads of Departments to decide all matters within the scope
of authority.At the same time, there will be a Private Secretary to support the work.

 Assistant General Manager:

 As the person who supports the General Manager in operating the hotel's activities,
making decisions on behalf of the General Manager in the absence of the General
Manager Help the Director to build a budget/business plan and advise on market work.
Implement the work plan set by the Director.Secretary General Manager:
Record the tasks assigned by the General Director, monitor the progress of the
departments and report regularly to the superiors.

 Secretary General Manager:

Record the tasks assigned by the General Director, monitor the progress of the
departments, and report regularly to the superiors.

 Management of departments:
They are the people who manage a specific department, such as the restaurant manager,
front office manager, housekeeping manager, etc. For big guests, they are responsible for
reporting to the Division/Department Manager.Accounting Department:
Monitor and record the company's targets according to the state's current account system
and accounting regime. Unified management of capital, preservation, use and
development of such capital. Prepare financial statements, balance assets on a monthly,
quarterly and annual basis. Analyze the volatility of assets to report to the Board of
Directors.

 Accounting Department:
Monitor and record the company's targets according to the state's current account system
and accounting regime. Unified management of capital, preservation, use, and
development of such capital. Prepare financial statements and balance assets on a
monthly, quarterly, and annual basis. Analyze the volatility of assets to report to the
Board of Directors.

 Human Resource Department:

Carrying out the tasks of organizing, arranging staff, promulgating management
institutions and working regulations. The effectiveness of the human resources
department depends largely on the ability of the directors of other departments.

 Front desk department:

Carrying out the work of selling bedroom services, solving and meeting the needs of
guests; Manage and make timely payment procedures for guests leaving the hotel. acting
as a bridge between guests and services in the hotel, in conjunction with other relevant
 departments.Room department:

 Room department:
Taking care of the rest of the guests in the hotel. Monitor the situation of the equipment
in the room, including preparing the room and ensuring that it is always ready to receive
guests; daily cleaning of rooms, lobby areas, and public areas; checking the condition of
the room and the equipment in the room when cleaning; receiving and delivering guest
services; reporting to the front desk related issues; Know the status of the
tenants.Restaurant department:

 Restaurant department
In charge of serving guests who come to eat in the restaurant or attend the conference.
Organizing food business activities includes three main activities: processing, circulation,
and serving food services at the hotel for guests. The restaurant division is the most
profitable part of the hotel after the room division.

 Kitchen department:
Providing food according to the menu of the guests staying, catering to hotel staff. Ensure
the correct preparation of the dishes on time and with the quality of the customers' dishes.

 Technical department:
In charge of all hotel facilities' operation and maintenance; performs minor repairs and
refurbishment of equipment.

 Protector:
Ensuring safety for guests and parking for guests and staff. Maintain security and order
inside and outside the hotel. At the same time, support other departments when problems
occur.

 Spa department:
Responsible for providing spa treatments upon request. supervised, providing all kinds of
services, along with assisting guests in relaxing and resting. Help add value to the hotel
and create more choices for hotel customers.
 CHAPTER 2. INTERNSHIP PROCEDURE

2.1 THE OUTLET’S ORGANIZATIONAL CHART IN DETAILS

2.1.1 Overview of Central Restaurant

Central Restaurant is the main restaurant of the Liberty Central Saigon Center hotel, located
on the first floor of the hotel with a capacity of 120 guests, specialising in serving pure
Vietnamese dishes and many European dishes. The restaurant is designed and decorated with
warm yellow and brown colors, giving diners a cosy and friendly feeling. Most of the restaurant's
equipment is located in Italy and Singapore. The restaurant has many private locations to serve
the needs of receiving guests, business tables as well as group meetings and family gatherings to
enjoy a cup of coffee in the morning by the window or enjoy unique dishes.

The restaurant has a capacity of 110 seats. In peak seasons, it can be used for up to 150
seats. The capacity of the restaurant can still change depending on the customer's request to
reserve a table. Because the dining tables are tables for 2 or 4 people, it is possible to flexibly
combine or separate these tables to have 1 long table for a large number of guests (maximum 15
guests/long table).

2.1.2 Organizational structure of the restaurant department

Figure 4: Organization chart of the Restaurant Department at Liberty Central Saigon

Center Hotel (Source: Human Resources Department-Liberty Central Saigon Center
Hotel)

2.1.3 Titles' Duties

Director of the Food and Beverage Department
- Building on standard procedures.
- Management of administrative and human resource issues
- Management of financial affairs
- Business management, marketing
- Manage the restaurant's assets and goods.
- Managing the Company

 Assistant and Supervisor

 Dividing shifts and assign work to employees.

- Dividing work shifts, check uniform style, and service skills of staff in the food, table,
and bar departments.
- Receiving requests from departments and assign work to specialised staff.
-Following up the preparation activities at the beginning of the shift of employees,
evaluate the quality of the work performed.

 Coordinating and supporting customer service

-Making sure the preparations are ready before serving customers.
-Supervising the service process of staff to ensure that the service standards of the hotel-
restaurant are met and customers are satisfied.
-Flexibly mobilise support staff to work when crowded.
-Supporting the setup process and customer service.

 Training and professional development for employees

-Directly conduct professional training for new employees according to hotel-restaurant
standards.
-Organizing, implementing, monitoring, and ensuring the effectiveness of training
courses to improve professional skills for employees in the department

 Shift Leader

 getting ready for work before going to shift

-Assign subordinates to prepare tools, supplies, equipment, set up tables, and clean in the
area in charge.
-Coordinate with other staff to carry out the preparation work
-Check the preparation work before serving and welcoming guests.
-Support other departments when required.

 Manage the staff in the area in charge.

-Manage, supervise, guide, and direct junior staff to fully and accurately perform the
work in the area in charge.
-Assign and arrange service staff to perform work according to regulations.
-Mobilize staff to support other areas and departments when required.

 Restaurant asset management

-Check the machinery, equipment, and items in the area in charge before entering the
shift.
-Monitor and check the use of tools during the shift.
-Report to superiors the case of damage, malfunction, or shortage and transfer it to the
maintenance department.
-Prepare stock delivery request forms and send them to superiors for approval and receive
 goods at the warehouse.

 directly perform service work if needed.

-Perform service work when required, when the work intensity is high, when there is a
shortage of staff, etc.

 Conducting shift closing work and report it.

-Assign employees to perform end-of-shift tasks like cleaning, sanitizing, etc.
-Report daily work to superiors at the end of each shift (incidents occur, individuals work
well, other unexpected work, etc.).
-Check all end-shift work in the area in charge
-End of shift, handing over to the next shift.

 Waiter/Waitress

 Carry out early shift work.

-Change uniforms, ensure personal hygiene standards, and behaviour as prescribed before
each shift.
-Perform cleaning of eating utensils such as cups, plates, spoons, glasses, etc., ensuring
hygiene standards as prescribed by the restaurant.
-Fold napkins and napkins.
-Set up the dining table and banquet table according to the service style of the restaurant
with all the necessary tools and decorations.

 Implement the process of serving customers.

-Receive guests from the restaurant's host.
-Ready to meet the legitimate requests of diners and enthusiastically answer guests'
questions when asked.
-Ready to assist guests in handling problems arising during the meal: guests spilling
drinks, broken dishes, etc.
-See off guests, say goodbye to guests, clean up the dining table, set up a new table to
prepare to serve the next guest.

 Room service
-Receive room service information from the department's order taker.
-Implement the setup of service trolleys according to customer orders.
-Prepare wine/receive drinks from the bar; receive food from the kitchen; cover with
specialised tools.
-Receive payment bill from the cashier and check the correct information.
-Move the service trolley to the living room and perform room service steps in the living
room.

 Control, maintenance, and tools

- Timely replenish, ensure that the area where the utensils are served for guests' meals are
fully stocked: plates, cups, spoons, forks, knives, glasses, decanters...
-Careful storage of tools; report to management if you detect chipped, damaged, lack of
quantity...
 perform end-of-shift tasks.
-Report on shift supervision; manage problems occurring during the shift.
-If working in the morning shift, at the end of the shift, hand over the work to the next
shift.
- If you work the evening shift, clean at the end of the shift.

 Cashier

 First shift jobs

-Check the entire cashier counter: machines, equipment, tools... still work well.
-Check whether the number of forms and receipt printing paper is enough for the working
shift. Proactively replenish it in time.
-Consider the amount of change. Proactively change money to meet the demand for the
shift.
-Check the value-added invoice of the previous shift and report to management when
detecting errors.

 Record order information

-Receive inter-orders from service staff, enter information into cashier software.
-Ensure that the information entered is sufficient and accurate so that there are no errors
when printing invoices to pay customers.

 Implement the payment process for customers.

- Receive payment requests from service staff, print payment receipts; check accuracy;
transfer to waiters to double check before bringing them out to guests.
- If the customer has a promotional voucher, discount coupon, or VIP card, it will be
deducted from the customer's payment bill.
- When customers pay in cash, the following steps must be taken: receive payment
directly from guests or from service staff; carefully count and check real and fake money;
sort and store in drawers according to face value; change the change, if any.
-In case the customer pays by credit card, the cashier needs to check the card number,
perform the correct card swipe operation, and compare the signature of the guest.
-Check the information on the invoice, ensure its accuracy, and deliver the invoice to the
customer
-Save in the invoice tracking book the number of invoices issued during the shift.

 Support and handle problems arising during the shift

-Record order information if customers order directly at the cashier.
-Coordinate with service staff to separate and pair tables, observe guests, and ensure that
all guests who come to dine at the restaurant must pay in full before leaving.
-Coordinating to solve arising problems such as: customers cancelling the ordered dishes,
printing wrong invoices, etc.
-Quickly report to superiors any problems that arise with machines and equipment
serving payment activities for customers for timely support.
-Make a request to exchange cash for guests but still have to ensure the prescribed limit.

 End-of-shift tasks
 -Perform the counting and counting of the money collected in the service shift, ensuring
that it matches the data recorded in the cashier software and handing it over to the
recipient according to the restaurant's form, along with a printed copy of the shift report.,
card transactions, settlement...
-Make daily reports: detailed sales balance report, actual sales balance sheet, revenue
report, etc., according to the restaurant's regulations. (With a night shift cashier)
-Rearrange all kinds of papers, vouchers, invoices, etc. for neatness.
-Save the contents to be noted in the cashier's briefing book.
-Clean work area.

 Bartender

 Prepare your materials and tools.

-Receive and check the quality of ingredients: fruit, wine, syrup...
-Ensure the quantity of ingredients is enough to serve customers during the shift.
-Put ice cubes in the container.
-Wipe down utensils for the preparation and make sure the bar area is clean.
-Check and make sure specialised equipment is working properly.
-Peeling fruits, trimming decorations, preparing juices.

 Prepare drinks according to the customer's request.

-Receive order information from the service staff and process the preparation according
to the customer's request.
-Ensure drinks are prepared according to the correct recipe, standard quantity of that
drink or at the request of the customer.
-For bartenders who have skills in bartending, they must ensure that the demonstration
process is performed perfectly without affecting customers.
-Decorate drinks in an eye-catching and attractive way.
-Check drinks before serving guests.

 Consulting and handling customer complaints

-Introduce customers to delicious, seasonal drinks that the restaurant/hotel is serving. -
Advise customers to choose a drink that suits their preferences.
-Clarify the ingredients used in the preparation to the customers.
-Handle customer complaints properly to ensure customer satisfaction.

 Preservation of materials and tools

-Ensure that the ingredients are stored at the right temperature and in the right
environment.
-Wash the utensils used for dispensing at the end of the shift and store them in the
appropriate location.
-When detecting chipped or damaged, it must be reported immediately to the bar
manager for settlement.

 Sales Banquet

 Seeking new customers

 -Searching for customer information through many different channels to build a system
of potential customers.
-Actively contact potential customers in the self-searching list or from the hotel's data
system to introduce services and preferential programs.
-Send service information via email for customer reference; respond to customer
questions when they provide email feedback.
-Use sales skills to negotiate and persuade guests to use the hotel's services.
-Conduct procedures to sign contracts with customers who agree to use the service.

 Taking care of customers who are using the service, old customers
-Actively contacting customers who are using the service to understand the situation and
develop good relationships with them
-Timely support; respond to requests and complaints from customers.
-Follow up the contract termination time to convince customers to renew the contract.
-Actively send promotional information to old customers to convince them to use the
hotel's services again.
-Carry out procedures to sign new contracts with old customers who want to use the
service again.

 Contract implementation
-After closing the contract with the customer, the sales staff coordinates with the relevant
departments to implement the contract, ensuring its requirements are met.
-Monitoring the contract implementation process and service quality so that customers
receive the best value.
-Coordinate with related departments to quickly overcome problems arising during the
use of services by customers.

2.2 SCHEDULE & DUTIES

After about 1 month and 15 days of internship at the F&B department of Liberty Central
Saigon Center hotel, my internship time was mainly in the morning shift from 6:00 to 14:00,
when I was able to practise the following main jobs:

 Hostess: Hostess is a receptionist in the restaurant whose main task is to greet guests and
ask for room numbers. The main task, as well as the important role of the hostess, is to
create a good first impression with diners about the quality of service and service of the
restaurant. Proceed as follows:
- at the beginning of shift, receive a breakfast list from reception.
- Greeting customers and ask for information and room numbers of customers.
- Notify the cashier when customers buy breakfast buffet tickets
- Give the order to the area where there are customers who buy buffet tickets in the
morning.
-After the customer pays the application, stamp it and submit the bills to the manager.
-When guests leave, greet them.

 Bartender: They have the main task of receiving requests from guests and preparing
drinks for guests at the restaurant's bar and bistro. The work is done as follows:
- At the beginning of the shift, prepare the set up for the bar, and make coffee and tea
 ready. Make juices and filter water on the counter.
- Extra juice, tea, and coffee when you are almost out.
- Wash the glasses after the waiter brings them to the counter.
- Add more cups and cups when the counter is almost empty.
- Making cappuccino, latte, americano, expresso,everything else in the menu when
customers want to order.
- At the end of the shift, clean up all the water bottles, tea pots, coffee pots, ... on the
counter to wash and clean up everything on the counter to prepare for the next day.

 Food runner : They is to support the service staff in the preparation, setting up the
banquet table, tools, cleaning the area, serving food, transporting tools and equipment to
the position to be served to ensure the diners' meals are served at their fullest, giving the
most perfect culinary experience in terms of both speed and quality of the restaurant and
hotel. The work is done as follows:
-At the beginning of the shift, clean and set up the counter areas. When the kitchen has
brought out the food, look for the corresponding dish name tags.
-Check the food on the counter. If it's gone, notify the kitchen so that the kitchen can
bring more food.
-Taking orders from service personnel
-Checking and confirming order information from service staff
-Delivering orders to the chef to divide the food processing
-Transfering food from the kitchen area to the serving area.
-Checking the quality of the food before serving to guests. Make sure the food still
retains the same taste and presentation.
-Notify the service staff to proceed with serving dishes to guests.
-Make sure the dishes are served at the right table, in the right order, with the right sauces
and sauces.
-After the shift is over, clean up the tongs, plates, and spoons on the buffet counters and
then wipe down the cheese and dishes to prepare for the next day's buffet.

 Waitress "Waitress" is a word reserved for women serving at restaurants, in charge of

directly serving diners who come to dine at the restaurant. The primary responsibilities of
a waitress include
-At the beginning of the shift, cleaning the area and setting up the dining table
-Take orders from guests, serve food and drinks, and answer questions related to
restaurant service.
-Cleaning the dining area and setting up a new dining table: When the guests finish
eating, the waiter or waitress of the restaurant will collect all the placemats and cutlery
used by the guests and clean the dining table. Then they will set up a new dining table.
Figure 5: Buffet counter after setup

Figure 6: Dining table after setup

2.3 AVANTAGES AND DISAVANTAGES
2.3.1 Avantages
During my internship at the restaurant, I was enthusiastically supported and guided by
the staff here. That has helped me to enjoy a quick break from work and work more fluently
and efficiently.

When I made any mistakes, the staff gently reminded and advised me to learn from my
experience for better work next time. It was this working atmosphere that helped me feel
more comfortable at work without being constrained or pressured. Besides, I also draw
lessons for myself so that I don't make the same mistakes in the future. My working time is
also arranged by the manager in a reasonable and flexible way so as not to affect my studies
as well as my daily activities.

I have the opportunity to apply the knowledge and skills learned from school into practice,
such as communication skills, receiving bookings, and answering phones. Catering...
Although there are still some skills that have not been used much because my internship time
in the restaurant department is quite limited. In addition, I also learned some new skills that I
never learned in school, such as how to speak and listen to English to understand.

Because the main customers of the hotel are Western guests,So I have the opportunity to
communicate in English, but my foreign language ability has improved quite well.
Customers are also an active factor that helps me during this internship. Most of them are
sociable, funny, friendly, open-minded guests who love Vietnam. That's why many
customers often ask me to help them improve my English. There are many easy-going guests
who also sympathise with the problems I caused while serving, helping me to reduce
pressure and gain experience for the next time. Moreover, the hotel is located in the city
centre area, so the number of visitors in and out regularly is stable, and there are always
opportunities to contact customers and improve professional skills.

2.3.2 Disavantages
On the first day of my internship, I was informed by the instructor about the rules and
working hours. They also reminded me of my neat manners and explained the work I will do
in 2 months by introducing the menu and technical words. Aside from that, I was instructed
to study the menu in order to become acquainted with the dishes and ingredients introduced
to customers. But for the first time, I often ordered the wrong dish, and the water dish did not
hear the customer's request clearly. So I tried and took about 4 days to remember all the
dishes in each outlet. It took some time for me to adapt to most of the work in the restaurant
as well as the pressure from work. The second difficulty is that the school schedule, school
exam schedule, and work schedule make it difficult for me to move and especially manage
difficulties in scheduling work. The third difficulty is in terms of language. After the service,
the number of tourists from abroad to Vietnam is quite high. Customers from many different
countries should pronounce many different accents. This has made it difficult to understand
and clearly hear the customer's request. But then, I was explained better by those who have
worked before with my experience in understanding and serving customer requests. After a
while, I also got used to the different pronunciations of the guests. The fourth difficulty is not
having enough experience to deal with real-life problems. very strong in theory, but when
given specific situations, it is awkward to find a solution to handle. In addition to the results
 achieved, there are also difficulties in the actual labour process. Because work is too busy,
both students study and work, so the time to research and complete the report is very limited.
If time permits, the report could be more extensive.

Besides gaining more professional knowledge, I also gained valuable experience of

working in a real environment. The first thing is to adjust your personality and habits
accordingly and easily integrate with your associates. The actual working environment is not
as easy as at home; you can do whatever you want. Nor is it like working in a school group
that only requires the cooperation of the members. In fact, in addition to close interaction
with other employees, when working, you must also pay attention to words and actions, and
actions must also be quick to not affect others. I was also reminded by the instructor that the
waiter must pay attention to the preferences and pay attention to the attitudes of the guests,
and not just have to sell many dishes to the guests, but also need to aim the quantity of dishes
to inform. Customers know to avoid letting customers eat excess, not eating all, but
customers are not satisfied. There are many times when a customer complains, even if it is
not my fault. I must first apologise to the customer, not explain to the guest.

2.4 LEARNING OUTCOMES

2.4.1 Lessons that are useful to you

 Lessons about being proactive

Unlike when I was at school, I had the habit of always relying on teachers and
friends to remind me to do my homework, submit homework, etc. And when I entered
a working environment outside of society, like the restaurant industry, At the hotel, I
myself have to be proactive in everything, take the initiative to mine, learn about
work, ask for help,... At work, everyone has their own job. They won't be able to keep
going. Come and guide me little by little. And once I take the initiative, my superiors
and official employees will also appreciate my ability, which will also help me have
the opportunity to advance in this industry.

 Learn from reality

Although the internship period in the F&B department is quite short, But during
this time, I have learned a lot from the previous brothers and sisters. When solving a
problem with a customer, first I need to listen to the customer, then explain to the
customer, ... When receiving the customer's order, I must confirm it carefully with the
customer so that there are no complaints. complain about food. I myself always have
to face everything, so my experience or knowledge also increases over time. In
particular, working in this hotel and restaurant industry not only requires theoretical
knowledge but also high practical knowledge.

 Soft skills
In which environment does each of us need to cultivate? When I did my
internship at this hotel, In a short period of time, I have understood and learned more
listening skills, communication skills, and effective working skills, as well as my
English level has improved a lot. At the same time, these soft skills also create
opportunities for advancement for my future work.
 Besides the useful lessons that I have learned, I have also accomplished some of the goals
set out during my internship as follows:
• Adhere strictly to the internship agency's rules. Come to work on time, dress
appropriately, and be serious. Pay attention to how to behave and behave properly with
employees in restaurants.
• Apply classroom knowledge to practical work.Try to learn from the experience and get
feedback from the restaurant staff.
• Complete the assigned tasks consciously; do not be negligent or subjective during
working hours.
• Communicating with customers, serving them with a cheerful, welcoming attitude, and
attempting to meet all of their needs. Do not let customer complaints affect the
restaurant's business.

2.4.2 Ways to overcome difficulties

Most of the time, it is impossible to avoid omissions while serving customers. This will
lead to customer complaints. During the internship, I learned how to handle situations when
customers complain. We must first listen and show sympathy. When guests come to explain the
case, they listen attentively and maybe take notes on what the guest says. Most customers, when
experiencing problems, will return to normal if the staff does a good job of listening and
confirming the content of the feedback. Especially with the sentence "I apologise to you and I
am very sorry about this." will help customers understand the goodwill of the staff. This apology
does not mean that the staff take all the responsibility on their part, but apologises for causing
trouble to the customer. This is the first way to handle the situation, especially in the hotel
restaurant. Once the guest has calmed down, they can come to terms with most of the
troubleshooting that the staff discuss with them. Please offer many solutions for customers to
choose from (if any) and must commit that those solutions can be implemented. Please do not
make empty promises. For example, discounts, free services, vouchers Finally, you need to save
the incident content on the hotel's software system so that the next time guests come, you can
avoid the same situation. This is the way to handle situations in the hotel restaurant that is done
by most of the staff.
When we do not understand what foreign customers say, For myself, every night before
going to bed, I usually study the menu and learn about the restaurant's conversational English.
The next day, when I go to work, I often apply the sentences I learned to each of my shifts. My
English level has improved significantly after this internship.

2.4.3 Knowledge and skills when practising at a restaurant.

She feels very fortunate that I had the opportunity to practise at Liberty Central Saigon Center
Hotel after spending 1 month and 15 days as an intern in the home department.I started my
internship right at the time when the restaurant was preparing to reopen after the closure due to
the COVID-19 epidemic. However, Central Restaurant still does not operate properly as before,
but I myself have learned a lot through this internship, such as:

 Style and standard service style

When entering the shift, the intern's uniform must be in accordance with the regulations, and
their hair must always be neat and polite. In particular, me and everyone else are also trained
very carefully to bring customers new and better experiences. Thanks to that, I have gained a
lot of knowledge and experience at the hotel.
 Listen to and absorb ideas from superiors.
Listening to and absorbing ideas from superiors is very important for employees as well as
interns. That helps us to be productive, and our superiors appreciate us too.

 Always smile
It is also understood as always showing the most confidence and positivity when facing
customers. Don't scowl, hold grudges, and don't lose your temper in front of customers.
Customers' first impressions are always remembered the longest, so employees must always
be positive and welcoming to customers.

 Good memory, know the menu well.

When the staff know the menu, they will always be in the most confident state. Above all,
when memorising the menu, the staff can direct guests to the most convenient place for
special requests of guests about dishes, flavors, processing methods, accompanying food, etc.
In addition, staff can also cleverly help customers choose other dishes when the kitchen
reports that the dish is out of stock or when the restaurant does not have that dish on the
menu.

 Ability to withstand high pressure

This is the most basic requirement of an employee when entering the service industry in
general and other industries in particular. Tolerating a high-pressure environment does not
mean meeting all conditions unreasonably, but employees may have to be early in and out
late. When a new programme was passed down, every employee had to change accordingly.

 Honest
Not only for money and bills to pay, but also for work. When an employee is found to have
made a mistake, instead of hiding it, admit it and quickly correct it. Sometimes, it is also a
way to learn from the experiences of those who have gone before. The staff will be
responsible for notifying the person in charge and bringing the item to the cashier to store it
until the customer returns to pick it up.

 Flexibility, self-control
When employees answer questions for customers, it is necessary to be flexible in how they
behave and make sure things do not get out of control. In addition, being flexible in the way
of working to be able to complete everything in the allotted time but still in the right order.

 Responsibility
Employees must be responsible for the work they are assigned, even if they have handed
over the work to others. It is one of the basic things that an employer wants its employees to
have.
 CHAPTER 3. RECOMMENDATIONS

3.1 RECOMMENDATIONS TO THE HOTEL

There must be a good remuneration policy, good remuneration, creating a dynamic
working environment, promotion policy to attract personnel, retain employees, and avoid a
shortage of food service staff.

It is necessary to invest in new technical and mechanical equipment, and modern cooking
tools to increase efficiency and work efficiency; regularly count the number of damaged
equipment to have a plan to buy new equipment to replace it to avoid interruption of work.
service process.

The hotel should regularly organise meetings to exchange and learn between departments,
customer staff, and leading industry experts to improve the understanding and professionalism of
each department.

Improve the relationship between department heads and employees through flexible
communication methods, creating a close and friendly atmosphere in the communication process
so that department heads can understand their thoughts and aspirations. their. On the other hand,
employees also understand the ideas of their superiors, facilitating effective communication
within the department to bring benefits to their work.

In arranging rosters for employees, managers should create conditions for employees to
have a scientific working schedule and should not schedule dead shifts or jump shifts
continuously, making the work not rotate and losing energy from the employees. When
employees have to work continuously, it affects work efficiency.

3.2 RECOMMENDATIONS TO UNIVERSITY

In the past, thanks to the teaching and knowledge transfer of teachers from Ton Duc Thang
University, I have gained knowledge and expertise to help me understand that the tourism
industry, in general, is developing more and more. People are very important. However, in
addition to the enthusiastic theoretical communication of the teachers, there are still very few
practical and practical issues that we know too little about for our students. So, I would like
to ask the teacher to give the school some of the following comments:

- The school should set up extracurricular activities so that we can learn more about the
restaurant and hotel industry's specialties, especially the table business

- The school increased the number of practise periods for professional subjects for us.

- Increase the time to visit and practise at hotels and restaurants for students of Ton Duc
Thang University.

- The school should organise for students to practise in batches. On the other hand, in order
to help students have more opportunities to interact and improve their knowledge; on the
other hand, to help students understand and research more about the subjects at school.

- The school should have contact talks between students and experts in the tourism industry
 to have a deeper understanding and capture information about the industry.

The above are some of my ideas for the school. I hope that the school pays great attention to
students to master and practise all the expertise they have learned at school to give them
theoretical and practical experience.
 CONCLUSION
Through my internship at Liberty Central Saigon Center Hotel, I have learned many
lessons for myself. Calmness, patience, listening and understanding are always the top criteria in
the hotel and restaurant industry. To be successful at work, it is not enough not only to learn
professional theory but also to know how to apply that knowledge in practise and apply it
according to each situation flexibly, not rigidly. Practical. I not only have the opportunity to
apply the skills and knowledge learned from school to practice, but also draw many lessons and
professional experiences for myself so that I do not have to be surprised by my future work.
Here's what I've accomplished during my internship at the hotel:
 Complying with the rules of the internship agency. Come to work on time, dress
appropriately, and be serious. Pay attention to how to behave and behave properly with
the staff in the restaurant.
 Applying classroom knowledge to practical work.Try to learn from the experience and
get feedback from the restaurant staff.
 Completing the assigned tasks consciously; do not be negligent or subjective during
working hours.
 Communicating with customers, serving them with a cheerful, welcoming attitude, and
attempting to meet all of their needs. Do not let customer complaints affect the
restaurant's business.