Service Procedure At Asiana Plaza Conference Center F&B Department.

DỊCH VỤ VIẾT THUÊ ĐỀ TÀI TRỌN GÓI ZALO TELEGRAM : 0909.232.620
TẢI FLIE TÀI LIỆU – BAOCAOTHUCTAP.NET
TOPIC: SERVICE PROCEDURE AT ASIANA PLAZA CONFERENCE
CENTER F&B DEPARTMENT
ACKNOWLEDGEMENT
With the goal of bringing the learned knowledge applied to practical work, learning
with practice, the time working at Asiana Plaza Convention Center is a great opportunity
for me to have practical contact, compare the difference between theory learned and
practical work, practiced and learned from working experience at this restaurant. With my
love and passion, I had the opportunity to observe and study at the F&B department of
Asiana Plaza. This helps me a lot in making this corporate internship report. Thereby, I
also understand more about the work of the restaurant department. The internship at Asiana
Plaza left me a lot of useful knowledge, skills and experience, which added to my luggage
to start pursuing my passion for the profession.
I would like to thank the teachers of the College of Foreign Economy and Relations,
especially the AAA teacher who guided me to complete this internship report. Here I would
also like to send to the leaders of Asiana Plaza Convention Center in general and the F&B
department in particular, my sincere thanks for creating the best conditions to help me
complete this topic, as well as for me to have an overview of the industry, of the work that
I am pursuing. In particular, I would like to thank the teachers who wholeheartedly guided
me throughout the process of making this internship report.
Student

PREFACE
The restaurant is a food and beverage service business, playing a very important role
in the revenue and profit of the hospitality. Customers can evaluate the quality of restaurant
service through many factors, of which the most accessible factor for customers is the
service process of the restaurant waiting staff. Because this is the kind of direct customer
service process with employee stages and operations that visitors can observe and perceive
with the senses. The table service process also plays an important role in the restaurant's
culinary offerings. Therefore, completing the table service process is an urgent requirement
of the restaurant, including Asiana Plaza Convention Center - where I practice.
The internship at Asiana Plaza Convention Center helped me to recognize the advantages
and limitations that exist in the restaurant's current F&B service procedure. If these
limitations are overcome, combined with the promotion of existing advantages, it will
help the restaurant to improve the process of F&B service, actively support the operation
of the restaurant. This also helps the restaurant become a place to make its own mark in
the hearts of each customer, making them remember forever and will return in the future
as the purpose of the restaurant. So I chose the topic: "SERVICE PROCEDURE AT
ASIANA PLAZA CONVENTION CENTER F&B DEPARTMENT" as my
graduation topic.

CHAPTER 1: INTRODUCTION TO ASIANA VIETNAM JOINT STOCK
COMPANY
1.1 History of formation and development
(ASIANA VIET NAM JOINT STOCK COMPANY)
Address: 28-30 Lam Son, Ward 6, Binh Thanh District, Ho Chi Minh City
Tax code: 0305507348
Legal representative: Nguyen Viet Anh
Operation date: February 1, 2008
Business license: 0305507348
1.2. The function of the company
❖ Function
Asiana Vietnam Joint Stock Company whose main business function is to provide
event services, catering to the needs of the people.
❖ Mission
- Business in the right industry registered.
- Strive to improve product - service quality to satisfy customers' needs according to
company standards.
- Asiana Vietnam Joint Stock Company was established to mobilize and use
capital effectively to continuously develop production, service, trade and
construction activities.
- With the goal of achieving more profits, improving working conditions, increasing
income and living standards of employees in the company, ensuring benefits for
members and fulfilling obligations to the State budget.

1.3 Organisational structure
Like the majority of hospitality businesses today, the organizational structure of the
Asiana Plaza management system is built on a linear-functional control structure, where
management relationships are made according to straight line means that the officer in
charge of Asiana Plaza is the person in charge of managing Asiana Plaza. All decisions of
the leadership are transmitted to each team leader, the group leader is responsible for
disseminating to the staff. On the other hand, the staff in charge of guests at Asiana Plaza
gets the help of the functional departments to make decisions and make the most accurate
decisions. The activities were agreed according to the direction of the management board,
namely the implementation of the plans and duties of Asiana Plaza. Every period, every
month, the accounting department is responsible for reporting the business book to the
Board of Directors to monitor the implementation situation and results.
With the organizational structure, Asiana Plaza has the advantage of promoting all
the preeminence of specialization while paying attention to the development of employees.
At the same time it is a compact and easy to manage apparatus.
.

Figure 1.1. The management hierarchy of Asiana Plaza Convention Center.
1.3.2. Functions and duties of departments in Asiana Plaza Convention Center
In charge of managing Asiana Plaza: in general charge of Asiana Plaza's issues: Directing
major and general tasks of the restaurant, in charge of general issues of the restaurant such
as kitchen, tables, directing the workers members in the restaurant in the process of serving
food and beverage to customers.
Sales department: Monitor, synthesize, analyze business performance, find
customer markets, distribute products according to available channels, grasp prices,
advantages and limitations of products, information technology products, construction,
transportation, raw materials. Proposing solutions to improve business efficiency.
Developing short, medium and long-term targets for restaurants. Implementing the planned
targets. Statistical analysis of the implementation of planned targets in units. Strategic
business development orientation. Building business plans, solutions to improve business
efficiency ...
Accounting department: The basic function is to be responsible for financial
services, to write and collect invoices, data reflected in the books and provide timely
information for decision-making of the Manager. Ensure the implementation of financial
revenues and expenditures in accordance with the current regulations of the State and
regulations on taxes, social insurance, health insurance and obligations to the State, and the
department also has the function to propose measures to save costs, increase profits,
preserve and increase business capital of the company.

CHAPTER 2: STATUS OF SERVICE PROCEDURE AT ASIANA PLAZA
CONVENTION CENTER
2.1. Food and beverage service procedure
Figure 2.1: The procedure of serving F&B at the restaurant of Asiana Plaza.
❖ The process of preparing to serve
❖ The procedure of directly serving customers
- Welcome guests and arrange seats for guests
This is an important stage to create a good or bad first impression on guests, with very
high psychological effects. Proactively welcoming guests is the principle of
communication. The restaurant's staff meeting guests must be knowledgeable about
reception etiquette, polite and capable of good communication and understanding of guests'

psychology. When guests enter the restaurant, the hostess welcomes, invites in and
accompanies guests, keeping a distance of 1 - 1.5m on the left side. If guests have booked
a table in advance, invite guests to the table directly, but if not, depending on the situation
of the table at that time, the number of guests required to arrange a reasonable seat
arrangement.
Next, the waiter gently helps the guests pull out the chair, waits for the guests to enter,
pulls the chair in, then introduces the waiter to the guest.
- Take orders and order food.
The service staff is responsible for recording complete information about your food
requirements. During the time customers choose dishes, staff can introduce more about
new dishes or specialties of the restaurant. If the customer hesitates, the waitress must
quickly introduce some of the restaurant's dishes.
For single travelers, staff need to specify table number, dishes and special requirements
written on the meal ticket to serve the correct dishes.
For guests traveling in groups, the waiter should stand next to the representative to
receive the order, clearly stating the identities of each guest so that the service will not be
confused and the majority of the representative will be the payer. If they only order their
own dishes, they must go to each person to record, the waiter walks from the guest sitting
on the right and gradually goes counter-clockwise.
- Transfer orders to the restaurant
Depending on the size and type of the kitchen and restaurant, the delivery system for
ordering dishes with different kitchens. Some restaurants only need word of mouth, while
in large restaurants or restaurants of the large center, the staff must specify the specific
requirements of the customer's food on the order form, with the service time for the kitchen

to follow. order and specify the name of the person making the order to take direct
responsibility when there is a mistake, the order is transferred directly to the chef or each
different kitchen department.
Next is the waiter to order more food and beverage if needed, depending on the menu.
When the menu moves to the kitchen, cook the existing dishes, bring them to the
customer. If the dishes need to be processed, the waiter needs to specify the service time.
While customers order dishes, they can cleverly introduce other dishes and beverages.
- Receive food from the kitchen
When there is a signal from the kitchen to announce that the dish is finished, the waiter
checks the information of the dish name, quantity, number of tables, specific customers,
and arranges on the tray with the application suitable food tools to serve customers.
- Serve customers
This is the process of transferring and serving food and drinks to guests, serving guests'
dining needs in a meal. This is the stage that greatly affects the career success or failure of
the server, so it requires the server to perform standard business operations, quickly handle
arising situations.
- collecting Payment
Upon receiving the customer's payment sign, the cashier bringing the pre-prepared bill
to the customer can be done in two ways: face down the bill on a small plate and then invite
the customer to pay at the counter. Or put the bill on the small tray brought to the customer,
the host pays and the staff brings the customer payment tray to the cashier, returning the
excess money to the customer must also be on the tray. Ask customers about the quality of
the food.
- Ask for feedbacks and see off guests
The waiter happily sees off the guest when the guest gets up to leave, checking if the

guest has forgotten anything to refund. Thank and welcome visitors to the next time.
- clean up the stuff when the meal is over
This job needs to be quick as soon as the guests leave: proceed to put all leftovers into
the container, avoid falling onto the table, floor; use trays to transport each type of tool to
the washing area; collect all the napkins first, then the glassware, fragile crystals, the
chinaware and then the metal utensils like forks, followed by tableware such as ashtrays,
toothpicks, jars. seasoning ... finally changing the tablecloths and rearranging the furniture
and cleaning.
The procedure of beverage service
- Welcome guests and guide them to the table.
- Ask guests whether to smoke or not to smoke, how many people to go to arrange
the correct seating area for guests.
- Give the drink menu to the customer, when the customer has placed an order, give
them something to read: magazines, newspapers .. during the time the drink is
served.
- Record order for guests.
- Transfer order to the bar.
- Set up utensils if guests order food. Serve drinks directly to guests.
- Billing and collecting payment for guests.
- Guests and thanks.
2.2 The service quality at the restaurant
❖ Facilities in the table area
The restaurant's dining room consists of 65 tables with a total capacity of up to 180
seats and is located on the 30th floor for convenience of serving and traveling of guests.

On the wall is marked with unique art paintings and a harmonious and creative
arrangement of bonsai pots, lighting and sound system to create a warm feeling for guests
when eating. The dining room is equipped with a central air conditioning system with
modern furniture and spacious and airy space.
Dining table equipped in the restaurant area includes two types: round table and
square table, which can be arranged according to each number of guests. The table is
covered with a layer of white tablecloths and arranged separately to create an easy
passage for guests and staff while serving. The seats are designed with wood very
luxurious and polite.
Besides, there are telephones to serve customers and staff to use in communicating
with other departments.
❖ Facilities in the bar area
The bar area is divided into 2 areas: inner area and outer area. In the bar is equipped
with a lighting system, on the bar table there is always a vase of fresh flowers, a telephone
and a menu system. Inside the bar, close to the wall is a glass cabinet that includes a lot of
compartments for wines. There is also a freezer for drinks and some types of glasses, cups
...
The bar is served from 6 to 23 hours to meet the thirst of guests with a variety of drinks
and suitable prices. Moreover, this area is also placed with bonsai pots creating a cozy,
romantic, close to nature atmosphere.
❖ Facilities in the kitchen area
The kitchen with an area of 90m2 is connected to the preparation area by a passageway
about 1m wide. The kitchen area is located on the 10th floor right behind the restaurant
area, so it is very convenient for the restaurant staff to serve. The kitchen is equipped with
a fan system for cooling, air ventilation and lighting system, equipment for fire prevention.
The kitchen area consists of 4 main parts: the preliminary processing and processing

area, the warehouse area, the cooking area, the area for washing utensils such as forks,
spoons, cups ...
+ The preliminary processing and processing area: about 35m2 wide, equipped with
stainless steel, all kinds of baskets, baskets, knives, cutting boards, fruit peelers, crushers,
refrigerators to preserve raw materials.
+ Cooking zone: is equipped with an industrial gas stove system arranged in an
uninterrupted manner and above is mounted with a shutter to absorb odors when cooking.
Gas stove system includes 2 types: gas stove system for cooking Asian dishes, kitchen for
cooking European dishes and rice cooker system for gas cooking. Besides, there is an oven,
rotary oven and other cooking utensils.
+ The warehouse area includes: a warehouse used to preserve dry goods and a cold
storage room for preserving food, vegetables, meat and fish ...
+ Tools washing area: is a place to wash and clean items such as forks, bowls, spoons,
cups ...
2.3. human resource
Employees in the waiting staff department is organized to work in shifts with three
main shifts:
+ Morning shift from 6:00 am to 2:00 pm
+ Afternoon shift from 2:00 pm to 11:00 pm
+ Broken shift from 8:00 am to 16:00 pm
With the distribution according to the above three work shifts, customers will be served
in the best and most thoughtful way so that they can rest and eat at the restaurant.
However, when there are conferences, parties and delegations that require early service
with large numbers and require specific meal times, staff will be assigned to work in
suitable shifts to ensure timely service to guests. goods, complete in quantity and correct
in quality.
Due to shift work, the total number of employees divided among the shifts depends on

the number of customers eating as the restaurant visitors are mainly pre-bookers. At the
end of the year, the guests come to meetings, conferences and wedding parties are quite
crowded, so the staff is mobilized to the maximum, they have to work overtime, then they
will take compensatory rest on days with few guests. In addition, in the restaurant
department there are a number of employees working overtime.
❖ Labor structure of Asiana Plaza Convention Center
Table 2.2: Labor structure of Asiana Plaza
Department Quantit
y
Gender Age
Male Female <25 25 – 35 36 – 50 >50
Business 3 2 1 0 0 3 0
Management 2 2 0 0 0 2 0
Accounting 3 0 3 0 2 1 0
Cashier 3 0 3 0 2 1 0
Waiting Staff 17 11 6 8 19 0 0
Kitchen 12 7 5 0 8 4 0
Cleaning 3 0 3 0 0 1 2
Security 4 4 0 0 0 4 1
Maintenance 3 3 0 0 0 3 0
Total 50 29 21 8 21 18 3
(Source: Administration - Asiana Plaza)

Table 2.3: Labor structure of Asiana Plaza by gender
Unit: Person
Gender Waiting Staff Department Kitchen Department
Male 11 7
Femal 6 5
Total 17 12
(Source: Administration - Asiana Plaza)
From the table, we can see that Asiana restaurant has 50 official employees, in addition
there are some temporary and unofficial staff. Among them are 17 waiting staff members
and 12 kitchen staff.
In general, the ratio of male and female employees in the table department in the
restaurant is relatively equal. The kitchen department has more men than women, which is
very suitable for kitchen operations because of the strenuous nature of the work.
Most of the staff are young, enthusiastic and dynamic, the average age of the staff is
about 25 years old. Out of the total of 17 staff at the waiting staff department, there are 5
people with university degrees, accounting for 29.4%, 10 people with college degrees and
tourism intermediate, accounting for 58.8%, 2 people trained through elementary
vocational classes about the restaurant service accounts for 11.8%. There are also a few
more informal employees who are unskilled workers working on peak days.
Kitchen staff has 12 staff, 7 male chefs and 5 female chefs. All kitchen staff members
have passed cooking training courses.
Regarding gender: Male workers account for a larger proportion in the total number of
employees of the restaurant, but the difference is not much. With men accounting for 58%,

women accounting for 42%, this is a relatively equal and reasonable structure. Female
employees mainly work in the youthful, careful and skillful departments such as waiting,
kitchens, and cleaning. Male staff are assigned to jobs requiring health and technicality
such as maintenance, security, ...
About the department: food and beverage is the main service of the restaurant,
providing products and services that cannot be mechanized but required by people.
Therefore, the number of employees in the two departments of the waiting staff and kitchen
accounts for the highest proportion of the total number of employees. Waiting staff make
up 36% of the total and kitchen staff accounts for 22% of the total. The remaining parts
account for a lower proportion, such as maintenance at 14%, accounting and cashier
accounting for 12%.
In short, the labor structure at Asiana Plaza is quite reasonable. This workforce is
enough to ensure normal business operations of the restaurant. However, to make all
activities easier and smoother and to reduce the continuous overtime for employees in
crowded times, the restaurant needs to increase the number of employees in the two main
departments of the waiting staff and kitchen.
2.4 Quality and variety of food products
The quality and type of food and beverage service have a great influence on the
reputation and ranking of the restaurant, determining the restaurant's revenue. For larger
restaurants, the quality of food and beverage service is higher and the types of products are
more diverse.
● Types of food and drink products include:
- Food service:
+ Asian food includes:
Breakfast is usually a light meal such as porridge, pho, vermicelli, sticky rice, tea ... ..

Main meals: main courses include dishes with broth and cooked dishes, simmering,
simmering or dry and hot dishes such as roasted, fried, fried, steamed ...; dessert: cakes,
fruits ...
+ European food:
Breakfast like ham, egg omelet, milk ...
Lunch and dinner include dishes in order are appetizers, soup, main course, and finally
dessert.
+ Choice of food: like eating alacarte is a buffet dish depending on personal
preferences.
+ Eating in groups (according to the Menu): this form is very convenient for
restaurants, including processing and serving. Guests of this type of dining are usually
guests in groups: conferences, seminars, weddings, parties ...
+ Buffet meals: ingredients, quantity, dishes are small, usually light snacks suitable for
Western guests or diplomatic guests.
+ Types of parties:
Banquet (salty - hot dishes) : the set menu includes salty and hot dishes with limited
quantity.
Buffet: extensive menu includes mainly cold dishes, convenient for dining and is
available on the table and mainly self-service guests.
Drink services: The restaurant has many forms of serving drinks such as: serving a day
bar, a night bar, a wine bar ... the drinks include:
+ Types of alcoholic beverages: beers, wines, cocktails ...
+ Non-alcoholic beverages: canned juice, mineral water, purified water, soda, flavored
drinks ...
+ Types of carbonated beverages: soft drinks ...
+ Stimulating beverages: tea, coffee ...
+ Highly nutritious juices: vitamins, juices, syrups ...

About the product quality of food and beverage service.
Food safety and hygiene: ingredients as well as spices to prepare dishes before entering the
restaurant are subjected to a strict ingredient and origin inspection process by the food
inspection department.
Nutritional quality: dishes include many nutritious ingredients and are beneficial for the
health of diners.
Taste: because the ingredients of the dishes are always guaranteed of nutritional quality,
they are processed by a famous chef; Besides, the restaurant staff always pay attention to
the characteristics of each type of customer (nationality, specific requirements of patrons,
...) to inform the kitchen, so the taste of the dish is always satisfied by the customer.
Aesthetic: The dishes of the restaurant are presented very eye-catching, in accordance with
the restaurant's style.
In addition, the quality of the product also has some limitations such as the restaurant
serving only high-end dishes with a variety of dishes (more than 60 dishes and 15 sets).
Therefore, customers who want to discover and enjoy many dishes will not stick with the
restaurant for a long time.
2.5. Evaluating quality of serving procedures at the restaurant
2.5.1. Strengths
❖ food and beverage quality
The dish here is an à-la-carte menu. rich dishes. The restaurant can satisfy the dishes
according to the requirements of customers.
+ Coke drinks, fruit juices. All kinds of alcohol and raw materials for processing all ensure

a clear origin, and are imported high quality products.
+ Food safety is always guaranteed. The restaurant has been very focused in ensuring food
hygiene and safety. The restaurant always imports fresh ingredients with clear origin. In
addition, the dining area and the kitchen area are always cleaned by the housekeeping staff.
❖ facilities
Asiana restaurant has quite consistent and beautiful facilities. You can watch the beautiful
sunset. immerse in melodious, gentle music, creating a sense of comfort and deliciousness
when enjoying food here.
+ The equipment, eating utensils such as knives, forks, spoons ... in the restaurant are clean,
luxurious and regularly cleaned to ensure hygiene for guests when using.
+ Equipment: tables, chairs, tablecloths, air conditioners, toasters ... all in good working
condition, ready for service. Modern and synchronous equipment contributes to improve
service quality.
❖ serving procedures
The process of serving food in the restaurant is relatively stable and there is a coordination
between the table, bar, kitchen ... time between employees and departments involved in the
customer service process.
❖ employees
The situation shows that Asiana restaurant serves customers relatively well. Most of the
staff understands their profession, so they are responsible and thoughtful in their service.
+ Most of the staff in the table department are young and agile people. management staff
are energetic, enthusiastic to stick with the work. Most of them are experienced people
working in restaurants.
2.5.2. weaknesses and reasons
Weaknesses
❖ employees
Staff's foreign language skills are still limited. In some cases, the staff cannot fully describe

or misrepresent the services of the restaurant to customers. This leads to the failure to create
trust and sympathy for guests.
The service skills of staff are still limited. specifically, some service staff sometimes do
not meet the specifications, gather and talk privately. Occasionally, service coordination
between employees in different departments is not well matched. This should lead to delays
in serving customers, sometimes interrupted service.
❖ facilities
Although the restaurant has also invested in some modern equipment, it is not enough. The
equipment used in the restaurant is still mainly the one used for a long time, unable to meet
the changing needs of customers. Besides, utensils for catering business at peak times,
when customers are crowded, often fall into a shortage of utensils and tools. To overcome
this situation, the department uses the method of waiting for staff to clean and clean the
missing tools. This will take time and effort from employees. this leads to delays in
progress as well as sometimes customers do not have tools to eat and have to wait.
The restaurant's facilities provided for employees during working hours were poorly
supplied. for example, the working space in the warehouse is not airy enough and the area
is quite narrow, making it difficult to move furniture.
❖ procedures
Currently, the restaurant's service process is still flawed, not meeting many customers'
needs. for example, the business operations are slow, unprofessional, often ignore basic
service steps, out of order and let customers wait long.
The reception of guests is not good, not satisfied with customers. Many times, the staff is
engrossed in cleaning the table without paying attention, interested in how customers leave.
Customers have not really received the attention and greetings and expect customers to
come back next time at the restaurant.
Reasons of weaknesses
Due to the quality of human resources, the number of employees graduating from

universities and colleges specialized in hospitality is still very limited. Hence, the
restaurant cannot immediately recruit highly qualified staff. On the other hand, the schools
training the restaurant-related majors have not created favorable conditions for students to
practice professional skills. The acquired knowledge is often strong in theory and weak
practice. Therefore, the operations of employees are not standard and poor in actual
communication with customers.
There are few employees who graduated from colleges, secondary schools and tourism
profession. Some staff graduated not in the right training major, so they have limited
knowledge and professional skills, foreign language skills and awareness of service quality
are not high.

CHƯƠNG 3: CONCLUSION
3.1. Summary
In general, in recent years Asiana restaurant has gradually asserted its position in the
market. This is reflected in the total sales of the restaurant and the number of visitors to the
restaurant. Although there are still certain shortcomings, but to have such success is thanks
to the efforts of the staff in the restaurant. Including the great contribution of the restaurant
receptionist's staff.
After a period of studying at the school and having an internship at the restaurant and
directly looking for research at the reception department, I found that the receptionists are
all people who grasp professional skills. Basically, most of them meet the needs of
customers, leaving a good impression on customers. That is reflected in the revenue, the
number of visitors to the restaurant is constantly increasing. But in addition, the reception
department still faces some limitations that need to be overcome in order to be more and
more perfect, especially improving foreign language skills and handling situations
encountered with guests.
3.2. evaluation of the internship
3.2.1. Overall evaluation
With a lot of work and requires meticulous skill, the staff of the restaurant department has
worked hard. The restaurant service process is always performed correctly and carefully
by the staff, minimizing the occurrence of errors. The skills of each employee are very
good and they actively cultivate more through practical friction situations. The staff has a
combination of experienced people and young employees with dynamic and enthusiastic.
Restaurant staff are always proactive and help each other so that the work can be carried
out smoothly to bring higher work efficiency for the department. All employees have high
morale and responsibility at work, comply with the rules, ensure accuracy of the time. In
addition, they have a sense of improving their skills and foreign languages to help them
communicate more openly with customers. Professional service style, always helping to

serve customers best, thereby creating sympathy and good impression on customers. There
is no laziness or resistance from employees, every job is done exactly according to
standards, with the supervision of the supervisor.
Besides those advantages, restaurant staff still have a few disadvantages.
Firstly, the foreign language level of some staff is not really good, causing difficulties in
communicating with guests, losing the professionalism of the restaurant. After that, the
skills in handling the situation were not skillful still, leading to the situation of customers
complaining. Sometimes there is disagreement between employees, causing internal
disunity.
3.2.2. Self-evaluation about my internship
Working environment at the restaurant with customers, including local guests and overseas
travel to Vietnam, gives me many opportunities and practical knowledge. The practical
application of the processes and skills learned in lecture halls is also a challenge for
inexperienced students. Actual work at a restaurant business requires dexterity and
flexibility. Sometimes there will be differences from what has been learned due to the
unique characteristics of each restaurant. However, because it is a large restaurant, the
working process at Asiana restaurant is also a standard process of operations. This is also
an advantage for me during my practice. The staff in the department are very enthusiastic
to help and guide me to complete the work according to the requirements of the restaurant.
With the work assigned during the internship, I tried to complete based on the knowledge
learned under the guidance of the staff in the restaurant. Starting from simple jobs such as
cleaning, folding napkins, preparing water, and serving drinks for guests, I have gradually
adapted to a professional working environment at the restaurant and can do complex tasks,
requiring more skills such as serving customers, exchanging information with customers.
Besides, I have made myself a habit of being attentive in everything because the high-class
restaurant environment always requires the results of the work as perfect and complete as
possible. Also thanks to a professional and perfectionist working environment like Bit Tet
Asiana restaurant, I have improved my skills in the profession and my language skills have

been significantly improved. I was able to do a good job serving at the restaurant
department or guide guests at the reception department and learned how to deal with
customers professionally and in accordance with standards.
However, when I first started working, I also made a few mistakes because I did not learn
the perfectionism of work, such as carrying customers without using a tray or doing the
wrong process ... Since then, I have learned valuable lessons for myself.
In the actual working process, there can be many unexpected situations, so I need to have
the agile and skillful handling of the staff. In situations like that, I don't know how to handle
it properly. I myself need to strive to study, improve more knowledge from lecture halls as
well as practical experience to be able to increasingly perfect specialized skills.
3.2.3. Lesson learned
The proverb that says "go one day and study wisdom" is indeed like that. Through the
internship, I found myself learning a lot of useful things about the receptionist profession,
which is what the receptionist must do, how to serve guests, how to make a room, ... from
There, it has helped me to gain more experience after graduating from school to work in
the right majors I have studied and not be confused with the job.
This internship helps me to learn more about the job of the restaurant receptionist
profession to ensure the close coordination in the work to avoid making mistakes, causing
a bad impression on the guests. The practical experiences in this internship will be to equip
myself with more knowledge to be ready to enter a specialized job. When graduating from
school, it is not worth making mistakes. Made in departments that are constantly in contact
with many different types of customers and personalities to increase work experience to
better serve customers.
In order to achieved the experiences I learned during this internship, I was enthusiastic to
facilitate and help the Board of Directors as well as the girls and brothers in the hotel to
help me learn a lot. More about work experience is the luggage for me to enter the future
job to bring more success.

3.4. Reccomendation
3.4.1. Suggestions to internship company
Through the recent internship at the company, observing the job as a receptionist, I learned
some experience for myself. From there, I would like to give some small suggestions for
the restaurant:
- The restaurant needs to open more food services, diversify the menu of food and drink ...
to attract customers, thereby improving revenue for the restaurant and the life of staff to be
improved.
- The restaurant needs to train staff to improve their foreign language knowledge to better
communicate and serve customers.
- Restaurants should expand advertising and marketing about themselves a lot such as
printing leaflets, folding practice, on newspapers, radio, television to attract more
customers.
- The company should let us students come to practice and work in their respective majors.
3.4.2. Suggestion to the University
Over time studying at school, I have been taught by the teachers with enthusiastical to help
me have professional knowledge. But I also have a few suggestions:
- The school should organize many practice sessions for students to help students improve
their understanding.
- The school should organize extracurricular sessions between teachers and students so that
the atmosphere after the lesson is less stressful.
- Regularly organize artistic exchange parties among faculties to create solidarity and help
each other in learning.
- It is necessary to reward collective individuals with outstanding academic achievements.
I really hope that the school will create conditions to help us and the following courses are
more exposed to reality so that when we graduate, we have work experience and do not
make unnecessary mistakes. In the work.

TÀI LIỆU THAM KHẢO
1. TS. Nguyễn Văn Mạnh – ThS. Hoàng Thị Lan Hương (2008): Giáo trình Quản trị
kinh doanh Nhà hàng, NXB Đại học Kinh tế Quốc dân, Hà Nội.
2. Nguyễn Duy Anh Kiệt (2014): Giáo trình quản lý nhà hàng và bar. Tài liệu lưu
hành nội bộ. Trường ĐH Công nghệ TPHCM.
3. TS. Đặng Thanh Vũ (2014): Giáo trình quản trị lưu trú, Tài liệu lưu hành nội bộ,
Trường ĐH Công nghệ TPHCM.

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