The Operate And Organize At Banqueting Department - Meliã Hanoi Hotel

THE PREFACE

Nowadays, the level of competition for demand in goods and services between
domestic and international markets is getting more and more intense because of the
profound changes in the economic globalization, especially when Vietnam joined
the World Trade Organization (WTO). The integration with external markets might
bring both opportunities and challenges for Vietnamese business environment.
Therefore, it might require every Vietnamese enterprise to develop in production
and business as well as take advantage of its potentials to achieve the highest
economic efficiency.
Among a large number of economic sectors that involve in economic integration,
the tourism industry apparently accounts for a significant share in state-owned
enterprises.
In contrast to the blooming of the tourism industry today, the tourism sector used
not to have been appropriately invested in the past. It was not until the beginning of
the twentieth century that the industry was particularly attractive to investors,
leading to the growing investment in restaurant and hotel business. The potential
and long-term benefits of the tourism industry can come from natural resources and
also can be created by human.
In the present, the cultural and economic exchanges with the world are more and
more favorable. The living standards of people are increasing, hence; the demand
for services such as telecommunications, banking, transportation, health care
services and especially traveling also increases. Many types of tourism were born,
including MICE exhibition tourism. The demand for MICE as well as for parties,
seminars, and conferences are more and more diverse along with customers' strict
requirements. In recent years, the Vietnamese government has strengthened the
management of state tourism so that tourism development gradually become one of
economic focus. With such advantageous conditions, the tourism industry,
especially hotel business and conferences at hotels are constantly developing.

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 OVERVIEW ON THE COMPANY AND THE INTERNSHIP POSITON
 
I –PERSONAL OBJECTIVES

After the process of studying and practicing professional skills at Hanoi Tourism
College, I had the change to do my internship at Meliã Hanoi Hotel. It brought me
the opportunity to approach real-life situations so that I can gain valuable
experiences, broaden essential skills for my future career. This is also a golden
opportunity for me to apply the knowledge and skills that I have learned at school to
work when doing the internship. Besides, it supported me to build up my personal
assessment about the difference between the theory and the practical situation.
Having an overall background of both experience and occupational skills is one of
the most important targets that I want to achieve in this graduation internship.
My major at Hanoi Tourism College is English in business and restaurant
administration. After a 4-month internship at the Banqueting department of Meliã
Hanoi Hotel, I learned and understood more about service style, cuisine as well as
customs of the homeland in several countries like China and Japan. Recently, I have
been very lucky to practice serving Asian, European and Buffer parties. In addition,
I also learned how to choose the ingredients, to cook and present food with various
methods, and to serve different kinds of clients appropriately. This is where I can
cultivate my knowledge and experience. I had tried my best and put my effort into
this job to improve organizational skills as well as knowledge of professional
service styles.
From what I have obtained during my internship at the Banqueting department of
Meliã Hanoi Hotel, this report's objectives are to give an introduction about the
structure organized and its' business activities such as food cooking styles and
customer serving. I am looking forward to receive assessment and valuable
feedback from the teachers. Thank you and best regards!

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II - LOCATION, SERVICES AND PRODUCTS OF MELIÃ HANOI HOTEL

Meliã Hanoi Hotel with a history of over 20 years of establishment and

development is one of the leading 5-star hotels in Hanoi.  In particular, Meliã Hanoi
Hotel is one of the trusted locations, which are always selected by organizations,
businesses and customers when there is a need for banquet service or conference
meeting. Every year, Banqueting department of Meliã Hanoi Hotel organizes
hundreds of large and small events, national meeting, diplomatic events, events and
conferences of large and small corporations and enterprises inside and outside the
country to individual events, small-scale to big.

2.1 Location:
Phone: (84-4) 3934 3343
Fax: (84-4) 3934 3344
Email: ecommerce @ meliahanoi.com.  VN
Website: http: // www.  meliahanoi.com.  VN/
Address: 44B Ly Thuong Kiet, Hoan Kiem, Hanoi

Beautifully located in the heart of Vietnam’s capital, Meliá Hanoi welcomes all who
are looking for splendid accommodation, first-class facilities, and warm service.

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Luxurious rooms and a wide array of facilities, from a state-of-the-art business
center to an outdoor swimming pool, make the hotel a perfect choice for business or
leisure. The Meliá Hanoi also offers diners a world of culinary delights to explore,
from the international themed buffets of El Patio to the local flavors of El Oriental.
Strategically located in Hanoi, the hotel stands a short distance from many key
districts and major attractions such as the Hanoi Opera House, Old Quarter, Temple
of Literature, and Ho Chi Minh Mausoleum. Celebrating the nation’s rich culture
and traditions, including the natural wonder of Ha Long Bay, the hotel’s tour desk
offers guests many ways to explore Vietnam.
With spectacular views in every room, dedicated staff, and outstanding facilities,
the Meliá Hanoi is perfect for anyone looking to melt the city’s hustle and bustle
away and experience the ultimate in rest and relaxation.

2. 2 Scale
Meliã Hanoi consists of 306 rooms.  Including 238 Deluxe rooms with 30 m2 and
66 Executive Suite rooms with an area of 68 m2.  All rooms are meticulously
designed to detail, comfortably decorated and meet the highest standards of
seasonal travelers.
Meliã Hanoi Hotel consists of 2 restaurants with a rich menu of Asian and Chinese
cuisine.  Meliã Deli or Lobby Lounge are bars serving drinks, cocktails and snacks.
Meliã Hanoi Hotel has 3 meeting rooms and a large conference room can seats 1200
guest.  Along with that is a modern commercial center with secretarial services,
photocopiers, fax machines, computers, Internet connection system for customers.
In addition, Meliã Hanoi Hotel also includes facilities for entertainment activities,
including a swimming pool and a modernly equipped fitness center.
Banqueting department, Banqueting part and Restaurant of Food and Beverage
department.
While the restaurant serves customers' dining products, Banqueting team specializes
in organizing banquets, conferences and seminars.  Every year, Banqueting
department successfully organizes hundreds of small and big events, from personal
parties such as weddings, birthdays, to parties of domestic and foreign businesses
and organizations, together with conferences and seminars both inside and outside
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the hotel, mostly at the hotel itself. Meliã Hanoi Hotel has a Grand Ballroom is a
1,007 m2 conference space  and is the largest banquet room in Hanoi . The
Ballroom can seat 1,200 delegates for a meeting or host 800 guests for a banquet .
Thang Long Ballroom on the 7th floor and It seats 540 delegates for meetings and
360 guests for banquets. Besides, Hanoi Meliã Hotel has eight small and medium
conference function rooms, two Executive Boardrooms with luxurious interiors for
up to 12 VIP guests arranged on the 20th floor with a panoramic view of the city. 
Banquet's success contributes to bringing Meliã Hanoi hotel name into one of the
top choices of merchants, businesses and people who have demand for professional
conference and level banquet services.

2.3 Services and products

Product of Meliã Hanoi hotel.
 In- house service
Meliã Hanoi Hotel has 306 guest rooms including high-class Presidential and
Special rooms (Presidential & Grand Suite), luxurious rooms (Grand Premium and
The Level Suite) and 3 luxurious floors (The Level Floor) with lobby and 1 meeting
room for senior guests on the 20th floor with the corresponding prices and
quantities shown in the following table
Table 2.3: List of rooms of Meliã Hanoi hotel

No Kind of rooms quantity Sqm Price (USD)

1 Deluxe 112 30m2 88++
2 Premium 98 30m2 88++
3  Grand Premium 52 68m2 120++
4 The Level Premium 28 30m2 88++
5 The Level Suite 14 68m2 120++
6 Grand Suite 1 135m2 900++
7 Presidential Suite 1 165m2 1.100.000++

The hotel room rates include such as a daily breakfast, guests can eat in the room or
down to the restaurant depending on the needs of guests.  The above room rates do
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not include 5% service charge and 10% value added tax.  When guests stay at the
hotel for a long time or often come back, they enjoy additional benefits such as
providing free children's beds, providing extra beds, providing babysitting services,
medical services, wheelchair delivery disabled person.During the stay at the hotel if
on the birthday, wedding, honeymoon of the hotel, the hotel has gifts for guests to
celebrate.  The type of room that the most rented guests is Deluxe and Premium.  If
you are a VIP, you will have a separate procedure at the reception on the 20th floor,
invite breakfast, have afternoon tea, have evening snacks.  Guests with a massage
card are entitled to benefits such as: 2-person room with 1 person free, late 
check-out and free daily newspaper.

 Catering service : 
Meliã Hotel Hanoi has 
-EL PATIO RESTAURANT : Mediterranean in setting, El Patio brings the ultimate
all-day dining experience to charming Hanoi. Our international culinary buffet
combined with authentic local food serves up breakfast, lunch and dinner. The
restaurant is the perfect venue for family, friends and associates with its sumptuous
themed buffets and heavenly desserts. Menu: International cuisine and themed
buffets

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-El Oriental restaurant: El Oriental serves the  best of Vietnamese and Thai cuisine.
Savor the different cooking styles of this rich region with every irresistible dish on
the menu right in the heart of Hanoi. El Oriental also has private ‘Lotus Rooms’ to
cater to special occasions and private events. Menu: Vietnamese and Thai cuisine

-Cava lounge : A perfect place to relax and enjoy chic cocktails, local and
international beers, and tantalizing snacks. Cava Lounge is the perfect setting to
meet up with friends and business partners alike. Menu: Drinks
-Meliá deli : The Meliá Deli offers a delightful selection of freshly baked breads,
sweet pastries, and tempting cakes. Perfect for a quick breakfast, afternoon bite, or
even take away.Menu: Delicatessen, baked goods, desserts and pastries.

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  Meetings and events service

The Meliá Hanoi boasts the largest conference and meeting space in the country.
With state-of-the-art convention technologies and first-rate facilities, the hotel is the
ultimate place to hold monumental meetings, remarkable receptions, and energetic
events. With the strength of international experience and our team of professionals,
bring the perfect meeting experience.
With our talented team of chefs, planners, and service personnel, the Meliá Hanoi
makes any event easy and unforgettable anywhere in Hanoi. Our creative catering
team is ready to serve offering plans for all types of functions, from wedding
anniversaries to group celebrations to corporate functions.

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  Shuttle service.

The hotel has equipped all kinds of vehicles to meet customers' needs: to the airport
to welcome and welcome tourists to visit .

 Entertainment services
The hotel has swimming pool is located on the 3rd floor with an area of 430m2. 
The swimming pool open from 7 a.m to 7 p.m, with catering service from 9 a.m to 6
pm through room service
Outdoor swimming pool with Jacuzzi (water sprayed on the creator of massage). 
The sports center is located on the 3rd floor, guests can reach by elevator.  Center

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has a gym, aerobics, separate massage rooms with Jacuzzi and sauna in both male
and female areas. 
Center open from 6 a.m to 12 p.m and massage services range from 10 a.m to 9 p.m
. The hotel also sells fitness membership cards for outsiders by month or year.

 Laundry service
Every day guests need laundry, guests can call the chamber to pick up.  Before 10
am will be returned to the guest on that day.  After 10pm will be sent on the
following evening. Laundry service (3 hours) will have to charge 30% more than
normal laundry service.

 Trade center
The shopping center is located on the G floor next to the reception and is open from
7 am to 8 pm daily.  If the guest requests after hours, the customer transaction staff
will serve.  The trade center offers the registration, fax and e-mail services, Internet,
photocopying, closing, There is a section for guests using a Microsoft computer to
install the 2016 program.The Trade Center has a room Meeting 8 people and there
is another meeting room at the hotel executive office that can be rented to 12
meeting people.

2.4 TARGET CUSTOMERS

In general, the target customers of Melia Hotel Hanoi seem to be remarkably
diverse with different ages and occupations, including both domestic tourists and
foreign visitors.  Especially, the hotel might be attractive to business travelers who
tend to combine working and traveling.  Other popular kinds of customers at Melia
Hotel Hanoi usually are tourists in groups or walk-in guests.  The majority of
tourists are Asian guests such as Japanese, Korean and Chinese travelers.

III - ORGANIZATION AND OPERATION SYSTEM OF HOTEL,

BANQUETING DEPARTMENT

3.1 Staffing orgainsation.

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 Building an optimal and accurate hotel structure is an important task for hotel
managers. Meliã Hanoi Hotel has also researched and learned, in order to provide
the most suitable organizational structure to bring the hotel to stand firmly in the
business market and bring back great profit for the hotel.
The labor organization at banqueting department is a system of measures to use
reasonable labor and labor time to ensure, increase banquet's productivity and
improve service quality. Reasonable labor organization serving customers will be
timely and accurate, when customers will feel satisfied when coming to the hotel.
Reduce waiting time of customers and contribute to improving labor productivity
for society. Labor in banqueting is a part of social labor, rational use will save labor,
reduce excess labor, contribute labor to other industries, create wealth for society.
For employees in banqueting team (workers in banqueting), reasonable labor
organization will reduce labor intensity, and increase labor productivity. 

Hotel map

SAS – CTAMA CO , LTD

General Director Deputy General Manager

Director of Meliã Hanoi Hotel

F&B Manager Accounting Manager

Executive Font Chief Human Excutive Sales &

Housekeeper Office Engineering Resources Chef Marketing
Manager Manager Manager

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Director.
-General Director: is a legal representative in the hotel business activities, hold the
highest executive power in the hotel.
-Deputy General Manager: The substitute executive when the General Director is
absent; is authorized by the General Director and manages some business areas in
the hotel.
-Accounting Manager : In charge of managing the finance and accounting
department to check all financial and accounting activities of the hotel departments,
advising the director to direct the implementation of tax policies in accordance with
the law of the state, ensuring accuracy, right purpose, and strengthening capital
turnover. Manage, inventory invoices and vouchers of service sales departments
directly related to hotel collection and payment issues and payroll calculation.
- Administration/ Human Resources Manager: In charge of operating the HR
department, research and organize and arrange reasonable labor throughout the
hotel, advising the director to make strategic decisions, establish personnel training
plan, staff and professional training. Managing personnel in the company, keeping
records of employees in the company, taking responsibility for rewarding and
disciplining employees in the company, taking responsibility for rewarding and
disciplining the employees members in the company 
-Sales & Marketing Manager/ Director of Sales & Marketing: In charge of
operating the sales department to research and plan strategies, types of businesses,
responsible for promoting the image of the hotel to partner companies and
customers through the means media. Actively seek customers, carry out purchase
and sale procedures, sign contracts with customers, and partner companies.
Coordinate with the relevant departments to effectively  advise in the analysis of
business activities, propose business strategies in the future.
-Front Office Manager : Responsible for operating the reception team, bell man's
team and the security team, resolving customer complaints. Besides, it is necessary
to arrange suitable working schedule for employees as well as to suit the business
situation at the weekly customers.
Reception team: They are tasked to welcome guests, make check-in, check-out
procedures, solve complaints and problems of customers, provide information,
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instructions, support, take care of guests during their stay, receive phone, and
receive reservations from customers.
-Executive Housekeeper/ Housekeeping Manager: In charge of operating the
operation of the room department, arranging the work, assigning the work,
scheduling the duty, the schedule for the staffs of the department, as well as manage
room usage in the hotel. The staff of the chamber room is in charge of making new
rooms after checking out, ensuring that the rooms are always clean and tidy in
accordance with standards, in charge of cleaning public areas such as lobby, and
other rooms. Corridor, responsible for receiving, returning and managing guest
laundry and laundry of staff uniforms.
-F&B Manager (FBM)/ F&B Director (FBD): Responsible for the activities of the
banquet and bar restaurants in the hotel as well as room service, arranging work
schedules for service team staff and kitchen teams, in collaboration with Head chef
ensures the quality of the food as well as the quality of service of the restaurant, bar,
find out more and add to the menu of the hotel, but the new, strange, unique style of
the hotel.
-Chief Engineering: Responsible for operating the technical department, in charge
of maintaining and maintaining the facilities of the hotel, ensuring the server
system, electricity, water and hot water systems as well as equipment and furniture
are always in good working order, planning to advise the director on procurement of
replacement equipment as well as other properties in the hotel.
-Sterward department: The person in charge of cleaning and cleaning the hallway,
stairs, hotel staff, taking care of the plants in the hotel.
-Security department: Ensuring security for the hotel, guiding guests to parking,
monitoring lighting and sound in the hotel, protecting technical facilities in the hotel

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3. 2 Duties, functions of Banqueting Department

Banquet Manager

Banquet Supervisor Banquet Supervisor

Staff Staff Staff Staff

Headed by department Banquet manager, who is directly in charge of business

management, planning production and service delivery, as well as managing and
evaluating personnel at Banquet division. In the absence of management, the person
on behalf of the management and decision is the secretary of the Banquet division,
the secretary's decision must be based on the plan and not go against the previous
decisions of the department manager. Banquet Division has supervisors, who are
directly in charge of the department's operations, allocating resources to organize
events in their shifts. In addition, management, secretary and supervisor are also
responsible for on-the-job training for employees and help staff when needed.
Finally, the staff, including official staff, seasonal staff and trainees. They are those
who directly participate in the process of manufacturing and providing services to
customers under the direction of their superiors, from preparation to welcome, to
serve guests during the event to see off guests.

3. 3 Rules and regulations of employees:

 Working  8 hours a day and 48 hours per a week 
 Performing the assignment, work, shift that leaders assigned.
 Wearing the right outfit of the hotel, wearing black leather shoes
 Must wear badges,  Hotel nametag
 Top neat hair, makeup suitable for work.
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  Arrive 15 minutes in advance to hand over the work.
 Always smiling, warm, enthusiastic, polite respect for guests and ready to
serve customers.
 Do not take visitors to the office without a leadership order.
 Do not use stimulants such as alcohol, beer, cigarettes...
 Do not gather, talk, work separately, play.  Remember the command Go
lightly, speak quietly.
 Don't be free to leave your position, most often at your desk.
 Do not tap money, ask for money from guests.
 Do not use phone during working
 Do not bring money and belongings during working.
 Do not sit on the table.
 Do not show behaviors that are unhappy.
 Do not scratch your head, scratch your ears, stretch your shoulders, spit
during working hours.
 Do not paint dark nails and toenails.
 Do not directly serve guests while they are sick.
 Do not wear a muffler when working. 

3. 4 Relationship between Hotel departments and Banqueting

The relationship between the hotel and the banqueting department must be good, it
must always be combined to serve customers to be thoughtful and affectionate,
making customers always feel professional, quick service.
Superiors (Director, Manager, Supervisor): always happy, caring, complimenting
the subordinates, asking about the health and situation of each employee.Supporting
subordinates in difficult times and overcrowding.
The subordinates are employees who are always happy, sociable with all levels,
together cultivate knowledge, support and mutual protection.  Working together to
boost labor productivity makes better and better.

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Each staff in the banqueting department is an important link.  Therefore, the
banqueting staff has a close relationship between bar, desk, chamber, reception,
laundry.
The first indispensable relationship is the kitchen, because these are two parts that
always exist in parallel to serve customers.  The menu will be delivered to the
kitchen. Kitchen finished the table to serve the guests very promptly, through the
kitchen, the table knew the taste of the guests, especially the guests' eating
places.Because the table captures the taste of the guests and conveys it to the
kitchen for the kitchen to make the dish taste the guests.  That is very beneficial for
both parties. 
The table and kitchen section is the left arm, the Bar department is like the right
arm.  The desk receives a full range of drinks to provide guests with quantity and
quality.  When the bar is finished, the table will serve the guests very promptly and
quickly, through the bar, but know what the bar needs and meet the needs of the
guests.  In order to have good and suitable drinks for guests, it is necessary to have a
high level of experience to meet special requirements and together support each
other to serve the best.In addition, banqueting department must also be close to the
hotel department such as the reception department, the group of rooms such as
security, engineering, laundry... to do a good job to serve customers.
Thus, teams with close relationships with other departments have their own
functions and tasks but combine them into a perfect link to serve customers well,
attentively, thoughtfully and better.

3. 5 Management of technical facilities at hotels and Banquet room. 

-Venue
 Grand Ballroom: The Grand Ballroom is a 1,007m2 conference space and is
the largest in Hanoi. The ballroom can seat 1,200 delegates for a meeting or
host 800 guests for a banquet. For events that require snug surroundings, the
ballroom can be divided into 3 separate rooms that are connected by a large
foyer.
 Thang Long Ballroom: The Thang Long Ballroom is perfect for events that
require to be as much impressive as they are intimate. It seats 540 delegates
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 for meetings and 360 guests for banquets. This ballroom is also perfect for
events that require security as it is only accessible via 4 exclusive guest lifts.
 Function Rooms :The Meliá Hanoi features 9 function rooms that are
designed to suit many different occasions. The rooms were designed to
comfortably seat host from 70 to 200 guests. These rooms are ideal for
small- to medium-sized meetings. For greater flexibility, the rooms can be
combined.
 Executive Boardrooms :The Meliá Hanoi has 2 Executive Boardrooms that
are furnished with executive leather-bound chairs up to 12 delegates. The
boardrooms are located on 20th floor and features fetching views of the city
—a perfect place for power meetings where impressions count.

-Facilities in banquet rooms and seminars

• Sound and light systems: The system is very well-designed with submerged
electric wire, submerged speaker system.  We should open the music just loud
enough or not loud which Depends on the guests and the music.
• Lighting system: There is a light system in variety designs and types in each
banquet room and meeting room.
-Banquet Kitchen Area
_ Raw progress: use to prepare food materials such as chicken, fish, vegetables and
fruits... 
This area is airy and has hot and cold water and drainage system.
_ Progressing : use to cut, slice, chop, marinate... There are enough tools such as
slicers, grinders, pots, pans, weighing and measuring instruments, chopsticks...
_ Food distribution area:  Food after cooking will be moved to distribution area to
put on suitable tools. This place is arranged airy, clean and full of equipments to
avoid insects and rodents.
_Washing tool area which is designed to be convenient for collecting dirty tools in
the processing, distribution, and dining areas...
Machinery equipments
_ Buffet station: is a cabinet which has 4 transparent glass surfaces with internal
lighting system to display cool products such as Cream cakes, caramel, yogurt...
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_ Refrigerators, Microwave, Trolley, Blower, Air conditioner.
 Equipment tools
_ There are many types of wooden table in hotel, banquet room such as: rectangular
table, round table, square table, banquet table, chair...
_ Serving area, Service table, Bonsai flower shelf.
 The usage and storage are very importan. the desk staff always bases on each type
of table to use the suitable chair. Using the dry and soft towel to clean before
spreading a towel over it.  Hot foods must be checked, broken tables and chairs
must be repaired, not drag them when using.
_Fabrics such as: Curtains, Carpets, Table towels, Linens, Chair linens, Napkins,
Tool wipes, Trays for towels, Hand wipes, towels...
How to use and preserve: Before using, it must be checked beforehand to ensure
hygiene standards: clean, white, flat, not torn, molded, which based on the type of
table to be used reasonably.  After using, it is cleaned and dried, then flated to enter
the prescribed place. Each type must be stored separately for easy access, easy to
see, easy to find, there must be ways to prevent insects such as using lemon peel,
dried orange peel which are wrapped in cloth and put into cabinets. 
_ Glassware: is a fragile, easy mouldy kind. They are colorless, non-chipping and
no mouldy glasses so that customers can value the quality of drinking water.
  Beer glasses  and  white wine/red wine glasses
 it is necessary to be careful when using and preserving them. based on each dish
and drink to prepare things accordingly. It Must be checked with hygiene standards
before using.  To carry with a tray and do not peal them up on other one. Do not use
chipped, cracked and mouldy items.  After using, they must be dried and stored in
the specified place and separate for each type then cover with towels and linens on.
_ Metal tools: These knives are durable but oxidizable.
   Knives are served to guests such as fish knife, meat knife, butter knife, dessert
knife, cake cutter.
   Kitchen knives: milling cutters, slicing knives, chopping knives, hash knives,
pruning knives.
  Plate: fishplate, meat plate, dessert plate, cake plate.
  Spoons: tablespoons, soup spoons, teaspoons, eating spoons, ice cream spoons 
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 These are also tools such as pickups, ice trays, crab tongs, tea filters, wine opener,
beer openers, food trays.
How to use and preserve: based on the feature of the dish, the tools must be
synchronous, not oxidizable and hygienic. After using they must be washed, dump
into little vinegar and soak them in hot water then dry.  Stored them in properly
place , if they are left and unused for a long time, they must oil
_ Porcelain: This is an indispensable device in a restaurant and hotel includes the
following items: Dish plate, Asian plate, European plate, deep plate, oval plate and
other types of dishes such as rice bowl,soup bowls, spice bowls, dipping bowls.
* Remarks: In general, the equipment is special and luxurious, fully-equipped and
hygienic to serve customers not only to ensure luxury. 
* Evaluation: according to the above statistics, all the facilities at the hotel always
meet the needs of guests.  When attending a party and a seminar this can see the
facilities are very spacious and luxurious.  Moreover, this also has its own style and
cultural features.

IV - INTERNSHIP CONTENT

PRACTICE WORK
4. 1- The internships are required by the school
Practicing desk business: setting up tables / cleaning tables, spreading table cloths,
folding napkins ...
Understand the order of service and the rules of each party when serving guests
Knowing the knowledge of the food and drink of each type of hotel party.

4. 2 - Assigned work contents

From the beginning, I was introduced by waiters and waitresses about the
department and provided basic knowledge and skills to be able to get used to the
work here without being confused and lost.

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4.3- Grooming.

All staff in the department, including trainees like us, must dress properly according
to the rules set by the hotel. It is an essential condition for each customer to have a
good first impression and sympathy with the hotel staff.
 For male employees:
- Uniforms of clothes reserved for each position in the section prescribed by
customers.
- Black leather shoes are not elaborate.
- Short hair cut neatly; not dyeing hair; Do not let beard and must shave oneself
every day.
- Do not press too many earrings and wear accessories such as necklaces, rings,
watches (engagement rings / wedding rings can be accepted).
-Do not let your nails too long and dirty and unhygienic, regularly clean and neat.
- No tattoos.

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- Always ensure clean body hygiene, especially in summer when hot weather makes
sweat and body odor arise.
 For female employees:
- Uniform dress or vest for each position in the department that the hotel rules.
- Black leather shoes have 3 to 5 centimeters high, not sophisticated.
- Short neatly trimmed hair, long hair must be compacted with black hair that the
hotel requires.
- Do not press too many earrings and wear accessories such as necklaces, rings, big
watches. (Engagement ring, wedding ring can be accepted)
- Do not let your nails too long and dirty and unhygienic, regularly clean and neat,
not style and paint the flashy emulsion
- No tattoos.
- Always ensure clean body hygiene, especially in the summer when hot weather
causes sweat and body odor to arise.

4. 3 .1. Communication with staff in the department and with guests.

Based on the clothes that every hotel employee wears during the working process,
we can identify the part they are working for, the position they undertake, to be able
to conduct communication properly and behaved correctly. For ordinary employees
in the department, we always greet friendly when contacting. For superiors, it is
necessary to have proper respect attitude. And for customers, enthusiastic attitude is
ready to serve is indispensable. It is the attitude of good friendliness that helps our
trainees work more effectively in the support of our staff, dedicated to teaching the
knowledge and skills needed as well as to overcome mistakes that you have made
yourself because you don't have work experience.

4. 3. 2. Remember the structure of the hotel, the departments and related

locations.
The main scope of activities including banquet rooms (GrandBallroom is capable of
dividing into 3 small ballrooms), 6 Function rooms on the 2nd floor and Thang
Long Ballroom on the 7th floor. There are the main places. However, in order to
meet the requirements in the process of organizing and serving banquets,
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conferences / seminars, all employees must remember relevant departments and
locations such as:
- The laundry room on G floor (the place where the uniformed laundry is provided
to the staff of the parts as well as the collection of dirty uniforms that need to be
laundered; providing clean clothes such as table clothes / table skirt / table Round
table cloths, napkins,... and receiving used items need to be cleaned ...).
- Flower room on G floor: provide decorative flowers for parties, meetings /
seminars; Flowers decorate public areas like elevator doors for guests ...
- Cake kitchen on G floor: provide coffee break cakes for conferences / seminars;
serving buffet, wedding party ...
- Fruit kitchen on G floor: providing fresh fruits for coffee break, serving dessert
for every party ...
- Banquet office on the first floor: is a private storage for parts, fully arranged and
neatly basic items for the set up party, conference / workshop such as pen and
paper, candy, name board, tray, toothpick / pepper / salt / ashtray types, drinking
water, clean cover for use in seat ...
- Ice store on the first floor: is the place to provide cold ice as well as cold / cold
water types to serve the needs of brewing coffee for parties
-The first floor steward: provides bowls, plates, spoons, knives, forks, tea cups, torn
milk of all kinds ...

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4.4 INTERNSHIP ACTIVITIES

Meeting/ conference:
- Prepare for meeting/ conference: prepare folder, coaster, water goblet, flower
cups, candy ...
- Set up on the table.
- Care guests.
- Turn for meeting/conference: change water ad dirty water goblet.
Coffee/tea break:
- Prepare for coffee/tea break: wipe the dessert fork, bread plate, coffee/tea cups,
saucer ...prepare sugar, milk, tissue and tongs.
- Set up coffee/tea break
- Serve coffee/tea break: serve tea/coffee break, clear dirty on the table .

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Asean/wedding :

- Prepare for Asean/wedding: wipe knife, spoon, fork, plate, chopsticks, bowl, soup
bowl, chopstick rest,... ;fold napkins; prepare Pepper shaker and salt shaker ,tissue
and flower.
- Prepare and wipe wedding serving: fork and spoon serving
- Set up on the table for Asean/wedding
- Serve : serve water/beer/wine ;serve foods for guest;care guests and clear dirty on
the table.

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Buffet:

- Wipe the knife, spoon, fork, bread plate, butter knife, dessert fork and spoon,
glasses ...;and fold napkin for bufet.
- Prepare and wipe buffet serving: fork ad spoon serving, tongs, pie serve, pasta
serves, serving spatulas, ladle...
- Set up on the table for sitting buffet
- Serve buffet: serve soft drinks for guests, clear dirty on the table.

Western set
- Prepare:wipe the show plate, diner fork ad knife, salad fork and knife, bread and
butter plate, butter spreader, dessert spoon and fork, soup spoon, tea spoon ...; fold
napkins.
- Set up wester set on the table.
- Serve:serve bread;serve water, wine/soft drinks;serve food for each guest;clear
dirty on the table.

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4.5 Self-evaluation for work , difference between theory and practice
Through the internship at the banqueting department of Meliã Hotel, I summed up,
accumulated and learned a lot of work experience that is not mentioned in theory .
From the good implementation of the hotel rules, the attitude of more professional
working style, to pay attention to the grooming, appearance, how to stand gently,
quickly, how to talk and never forget a friendly smile to guests. My communication
skills improved, not only my English improved through contact with foreign guests,
but also skills for dealing with Vietnamese guests.
Besides, I also learned the qualities needed by people who serve as hardworking,
confident, agile, good communication skills, and especially the team-working. In
addition to learning soft skills, it is impossible not to mention professional
qualifications to be experienced at all positions, well performing the tasks assigned
to perfect service skills, these experiences will help me very much after graduation
and later work.
Through this internship, I have been through the work of a real employee, even
though I am an trainee, but I have been treated as an employee in banqueting team
and everybody in the team helped, taught me very much work progress.
Like many other professions, practice and theory are always get together. The
theory helps us to understand and generalize the problem, practice helps to
understand and get our own experiences This is even more evident in the specialty
of the hospitality industry, which is a highly practical field of study. Theory is the
foundation of practice. Practitioners use theory to practice. If the theory is not sure,
when practice can be wrong, not technically correct.
In addition to supporting each other, theory and practice also have a number of
differences. In hot days, we can add the amount of ice, or reduce this one to the
other depending on the requirements, the taste of the guests by region, country,
religion.In the process of serving, the first rule is "lady first", but in case the
customer wants to serve the man first, we have to follow or set-up style depend on
the characteristic of the restaurant, or position of cups, knifes and forks are not the
same as the theory: 2 cm from table edge ... In the job, waitors and waitresses are
not only under pressure from customers that can be both from the superiors, or even
their colleagues.
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As we know the banqueting department is synthesized, a person who makes a
mistake can also affect the work of other employees. These are the experiences I
have learned during the internship, the theory is the norm, the conclusion of the
predecessors but due to some characteristics and operational models and some other
objective reasons made that difference.
Summary, practice based on theory to apply in practice to achieve the common goal
is to serve customers better. So in work, there should be clever and flexible
application, so we will have success.

4.6 Suggestions for Banqueting and Hotels.

Basing on the internship at the Meliã hotel, I have some suggestions with the head
of departments and banqueting team as follows:
- Improving staff's skills, in addition the leaders need to pay attention to the staff in
the hotel, to regularly urge and remind the staff during the work process.
- To further improve the quality of customer service, improve staff's foreign
languages, and should regularly open training classes to improve skills. At the same
time, invest more modern technical facilities and upgrade equipment in the hotel
and regularly pay attention to the quality of food and tools in the kitchen.
- Must regularly promote marketing and apply discount policies for patrons, long-
stay guests.
- The hotel should have some visitor surveys form on some services in the hotel.
- Need to rejuvenate the staff so that they can timely adapt to serve the good science
for the increasing demand of customers.
- Must create typical dishes, diverse menu to attract visitors to the hotel.
Banqueting department should promote advertising and marketing activities to
attract domestic and foreign customers, especially through internet and television
media ...
Banqueting department should create relationships with customers such as travel
companies, restaurants and hotels nearby ...
Banqueting department should recruit, train staff with high professional
qualifications, better communication by foreign languages to serve customers in the
best way
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CONCLUSION OF THE REPORT
Hotel Meliã since its establishment and operation until now has gradually affirmed
its position, as well as created an impression and trust for customers. These results
are continuous eforts of all staffs in the hotel in which banqueting team also
contributed a significant part.
After a period of study at the Hanoi Tourism College and the internship at Meliã
Hotel, directly research at the banqueting department, I realize that staffs are the
ones who understand the basic professional skills, mostly meet the needs of the
guests, make a good impression with the guests.
That is reflected in revenue, the number of visitors to the hotel keep increasing. But
besides that, the service department still faces some limitations that need to be
overcome to be more and more perfect. That is improving the level of foreign
language. In this graduation internship report, I tried to highlight the achievements,
shortcomings and a number of measures to improve the performance of Meliã Hotel
in general as well as the banqueting department in particular. Look forward to the
comments of the teachers to make your writing more complete.
Thank you and best regards!

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 TABLE OF CONTENTS

The preface 1
I - Personal objectives 2
II - Location, services and products of Meliã Hanoi Hotel 3
2.1 Location 3
2.2 Scale 4
2.3 Services and products 5
2.4 Target customers 10
III – Organization and operation of hotel, banqueting 10
department
3.1 Staffing orgainstation 10
3.2 Duties, functions of banqueting department 14
3.3 Rules and regulations of employees 14
3.4 Relationship between Hotel departments and Banqueting 15
3.5 Management of technical facilities at hotels and Banquet 16
room. 
IV – Internship content 19
4. 1 The internships are required by the school 19
4. 2 Assigned work contents 19
4.3 Grooming 20
4. 3 .1. Communication with staff in the department and 21
with guests.
4. 3. 2. Remember the structure of the hotel, the departments 21
and related locations.
4.4 Internship activities 23
4.5 Self-evaluation for work , difference between theory 26
and practice
4.6 Suggestions for Banqueting and Hotels 27
Conclusion of the report 28

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