(Tiểu luận) solutions to improve service quality at mövenpick phu quoc restaurant

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MINISTRY OF EDUCATION & TRAINING
HOCHIMINH CITY UNIVERSITY OF
TECHNOLOGY

GRADUATE INTERNSHIP REPORT

Mövenpick Phu Quoc restaurant>

Subject:

<GRADUATION INTERNSHIP>

Specialty:

<HOSPITALITY MANAGEMENT >

Instructor (Lecturer)
Student’s name

: Nguyễn Thị Thùy My

: Trần Trí Thanh

Student’s ID

: 1811160549

Class

: 18DKSQA2

Ho Chi Minh City, <2022>

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INTRODUCTION...................................................................................1
Chapter 1: General introduction about the internship company.....2
1. Address, phone, email, wedsite….............................................2
2. Brief history of the company.....................................................2
3. Role and goal of the company...................................................3
3.1. Role:...................................................................................3
3.2. Goal:...................................................................................3
4. Hotel organization system........................................................4
4.1. Organization structure........................................................4
4.2. Business analysis in 2022...................................................4
4.3. Organizational structure of the F&B department...............5
5. Hotel guest market...................................................................5
5.1. Hotel guest market.............................................................5
5.2. Regular customers:.............................................................5
5.3. Target market.....................................................................5
6. Some key performance results of Movenpick hotel from 20192021..............................................................................................6
7. Overview of personnel situation at F&B department (internship
department)..................................................................................6
Chapter 2: Description and analysis of the restaurant department
at Movenpick Hotel Phu Quoc..........................................................7
1. About the internship department at the restaurant.................7
2. Analysis of the situation of Mövenpick Phu Quoc hotel
restaurant department.................................................................7
2.1. Service staff........................................................................9
2.2. Buffe line............................................................................9
2.3. Bar counter.......................................................................10
2.4. Hostess.............................................................................11
2.5. Runner and Cleartrolly......................................................11
2.6. Steward............................................................................11
3. Some service processes in the restaurant..............................11

3.1. The process of serving A la carte.....................................11
3.2. Set Menu serving process.................................................13
3.3. Buffet serving process......................................................15

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3.4. Customer complaint handling process.............................16
4. Evaluation of food quality at Islander restaurant...................17
4.1. Advantages:......................................................................19
4.2. Disadvantages:.................................................................20
Chapter 3: Some solutions and recommendations to improve the
service of the restaurant department at Mövenpick Phu Quoc......21
1. Orientation and development goals of Islander restaurant
department at Movenpick hotel..................................................21
1.1. Orientation of the restaurant............................................21
1.2. Target................................................................................23
2. Some recommendations to improve the service of the
restaurant department at Movenpick hotel................................23
2.1. Increase the number of staff serving the restaurant........23
2.2. . Add and improve restaurant equipment.........................23
2.3. Perfecting the link between the departments in the hotel
and the restaurant...................................................................24
2.4. Improve the professional quality of service staff..............24
Conclusion.........................................................................................25

References..........................................................................................2
Table 1.1: Organization structure........................................................4
Table 1.2: Organization structure F&B................................................4
Table 2.1: Islander restaurant.............................................................6
Y
Figure 1.4: %OCC in 2022...................................................................5

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INTRODUCTION
Over the past two years, the Covid-19 pandemic has had
consequences, negatively affecting economic sectors on a global
scale, including the tourism industry. According to the United Nations
Report, international tourist arrivals have decreased by about 1
billion, or 73% in 2020; in the first quarter of 2021, the decrease is
already 88%. The most affected regions are Northeast Asia,
Southeast Asia, Oceania, North Africa and South Asia. The
International Labor Organization (ILO) report on November 18, 2021
said that the Philippines, Vietnam, Thailand, Brunei and Mongolia
have recorded one-third of the job losses. due to the Covid-19
epidemic in the tourism industry; Job loss in tourism-related
industries in 2020 is 4 times higher than in other industries. The
World Tourism Organization (UNWTO) estimates that the Covid-19

pandemic will cost the global economy around $2.4 trillion in 2021
due to the collapse of the international tourism industry. Vietnam is
no exception to this influence. In the whole year of 2020 and the first
11 months of 2021, Vietnam only received 7.6 million international
visitors, very low compared to the number of 18 million visitors in
2019, of which mainly experts and technical workers. Foreigners
working on projects in Vietnam, international students and drivers
transporting goods at border gates.
After 20 months of freezing due to the Covid-19 pandemic, starting
from November 2021, the Government allows piloting international
arrivals under package travel programs, through charter flights and
international trade. economy in selected areas and tourist service
establishments. Although there are still concerns and concerns as
well as facing many difficulties and challenges, not only for

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management agencies but also for tourism and travel businesses,
the opening of tourism is still a challenge. It is extremely urgent and
cannot be delayed any further. Opening up to tourism and
welcoming international visitors is one of the important solutions
contributing to economic recovery and job creation.
Grasping that requirement, I have learned a lot of practical
experience during my internship period at Movenpick Hotel Phu Quoc

and also realized the importance of improving service quality in the
restaurant to satisfy customers. satisfy the demand and increase the
number of diners coming to the restaurant of the Monvenpick hotel.
Chapter 1: General introduction about the internship
company
1.1. Address, phone, email, wedsite…
Movenpick Phú Quốc Resort (or Movenpick Waverly Resort Phú Quốc)
Address:

Ong Lang Hamlet, Village, Phu Quoc District, Kiên

Giang.
Phone:

(+84) 2972 6999 99

Emai:



Webside:

/>
1.2. Brief history of the company.
When Swiss hotelier, Ueli Prager, founded the Mövenpick brand
in 1948. He redefined the European restaurant scene and paved the
way for a new style of modern hospitality.
With a simple philosophy: 'do ordinary things in extraordinary ways'.
A vision of its time, Prager created a restaurant concept based on
simplicity, innovation, commitment to service and passion for

culinary and hospitality excellence, and the rest, as they say, is
history.

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1948 where everything about a legend begins: Movenpick's first
restaurant opens in Zurich, Switzerland.
1950's at the right time: Many Mövenpick restaurant branches open
all over Switzerland.
In 1962 60 years of wine experience converged in one store: The
first Mövenpick Wine store opened.
In 1963, the first food brand: Opened the coffee brand "Movenpick
Coffee".
1968 The ice cream brand “Movenpick Ice cream” was launched.
In 1973 Movenpick Hotels & Resorts was established – 2 hotels
opened near Zurich, Switzerland.
1976 Reaching out to the world: The first international Mövenpick
Hotels & Resorts hotel opens in Cairo, Egypt.
1980 continues to conquer the world: The brand launches in
Germany with new hotels.
1996: The first Middle East hotel opens in Jordan.
2001 – 2003: The first hotel in the Gulf: UAE, Saudi Arabia and Qatar.
In 2006 Movenpick Hotels & Resorts approached Asia: The first hotel
in the Far East - Thailand.

Commitment to sustainable operation in 2017: Mövenpick Hotels &
Resorts became the "World's Greenest Globe" certified hotel
company
2018: The Mövenpick Group celebrates its 70th anniversary. In the
same year, Mövenpick Hotels & Resorts was acquired by
AccorHotels.

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1.3. Role and goal of the company.
1.3.1. Role:
Serving guests staying at the hotel with 714 luxurious, cozy
and comfortable bedrooms.
Luxury restaurant with luxurious and appetizing European and Asian
dishes, rich menu at reasonable prices. Providing conference,
seminar and party services with spacious rooms up to 1000 seats
and modern equipment of international standards.
Provide domestic and international air ticket sales service as well as
provide tours for customers.
Organizing a party package with a delicious and attractive menu,
reasonable prices, enthusiastic friendly staff along with good
professional skills can satisfy all visitors.
1.3.2. Goal:
Contribute to the local economy by hiring and developing local

people.
Provide equal opportunities for all members of the group.
Enabling people with physical challenges and other special needs to
become part of the workforce.
Become a prioritized and value-driven employer
Promote fairness and transparency in compensation and benefits
Provide sustainability training and education to all members of the
group.

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1.4. Hotel organization system.
1.4.1. Organization structure.

Table 1.1: Organization structure

1.4.2. Business analysis in 2022
%OCC in 2022: After the epidemic, the number of customers coming
to the hotel increased rapidly in March and stabilized in the following
months.
February

March

April

May

Mövenpick Resort

4,051,349,
831

6,816,401,
406

5,249,009,7
47

5,224,855,9
92

Mövenpick
Residence

4,869,734,
547

7,164,268,
618

5,301,359,3
97

6,436,545,2
27

Food and
Beverage

3,822,641,
300

5,769,874,
245

4,957,472,0
60

5,554,097,6
98

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Turn over
8,000,000,000
7,000,000,000

6,000,000,000
5,000,000,000
4,000,000,000
3,000,000,000
2,000,000,000
1,000,000,000
0

February

March

Mövenpick Resort

April

Mövenpick Residence

May

Food and Beverage

Figure 1.4: %OCC in 2022

1.4.3. Organizational structure of the F&B department.

Table 1.2: Organization structure F&B

1.5. Hotel guest market.
1.5.1. Hotel guest market

 Current customers of Mövenpick Phu Quoc hotel are mostly
businessmen and merchants from European countries (UK,
France, Switzerland, Germany...) come to Vietnam for business
purposes.
 Customers who come to Vietnam for the purpose of traveling to
stay at the hotel. The majority are Asians, the largest are
guests from Korea, China, and Japan.
 Regular customers who come when the economy recovers from
the Covid-19 pandemic are domestic customers.

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1.5.2. Regular customers:
 Travel agencies: Asco, Viettravel, Hoi An Travel,…
 Airlines: Emirates Airline, Qatar Airline, China Airline....
 Enterprises: Nestles, Starbucks, GBP, Friesland Campina VN,…
1.5.3. Target market
The hotel is trying its best to attract more business guests, tourists
from South Asia, Central Asia. The hotel is also promoting links with
major airlines in the world, in order to provide long-term
accommodation and dining services for airline employees of these
airlines when coming to Vietnam.
1.6. Some key performance results of Movenpick hotel from
2019-2021.

In the current tough business period, the Mövenpick Phu Quoc hotel
is quite struggling when it has to compete with many large and wellknown corporations in the city, but the Mövenpick hotel with its own
advantages still occupies a part. Not small in attracting visitors, the
number of visitors to Movenpick increases every year, mainly
business guests accounting for 30%. Marketing activities of the hotel
are very strong on social networking platforms mainly through the
Internet, through newspapers and through travel agencies. In
addition, the hotel also cooperates with KOLs to reivew, so it also has
the following achievements:
 Resort belonging to Accor Group has a long history, so it is
known by many people and has a great relationship.
 Having a long-term staff with high professional qualifications,
always updated with new skills; Closely attached to the hotel.
 Stable source of customers from loyal customers, domestic and
international customers.
 Having relatively good technical facilities and adequate fire
protection system to serve customers; Modern communication
system as a solid foundation for the hotel's development.

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 Room capacity is relatively high and stable. At peak room
capacity is up to nearly 80% and at low time it reaches about
60%.

Through the recent epidemic, although other businesses were
greatly affected, for the Movenpick hotel, although affected, the
ability to recover the economy was fast.
Won many outstanding titles: Top 1 of The World Luxury Hotel
Awards 2020.
1.7. Overview of personnel situation at F&B department
(internship department).
F&B department includes 3 divisions: Restaurant, bar and Room
service with 3 restaurants with 52 official employees and trainees
coming to practice.
Islander restaurant: 28 people.
Aura restaurant: 10 people.
Lang fish restaurant: 14 people.
I was assigned to the Islander restaurant.
Chapter 2: Description and analysis of the restaurant
department at Movenpick Hotel Phu Quoc.
2.1. About the internship department at the restaurant.
Restaurant overview.

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Table 2.1: Islander restaurant

At Islander Restaurant, Mövenpick Resort Waverly Phu Quoc, we are
always proud of the culinary heritage inherited from the mother
brand that made the resort's name.
A rich buffet breakfast, an attractive lunch with a diverse menu from
all five continents, we take visitors on a journey of enchanting taste.
Let's enjoy delicious fresh dishes imbued with traditional Vietnamese
flavors or explode with culinary culture from Asia, Europe, and
Switzerland.
2.2. Analysis of the situation of Mövenpick Phu Quoc hotel
restaurant department.
General process of internship, when being accepted to practice at a
Resort in the restaurant department (F&B), they must be under the
management and guidance of the head of the restaurant department
to receive and hand over the work of the shift:
Organize reception and service from the time of arrival to the end of
the stay.
Performing the setup of tables and chairs to prepare to welcome
guests in, mainly the morning Butffet will start serving from 6:30
a.m. to 10 a.m. on Monday-Friday and from 6:30 to 10:30 a.m.
morning on Saturday and Sunday. Lunch will be served from 11 a.m.

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to 2 p.m. Afternoon and dinner will start serving from 18:00 to 22:30,

last order at 21:30 pm. Then clean up the buffet counter and prepare
for the next day's shift.
Internship period: From March 28, 2022 to June 19, 2022 but the
official working time is March 29, 2022 to June 19, 2022. Because
from March 28, 2022 to June 29, 2022 Learning about the
establishment of Movenpick and appearance, walking, hair, visiting
the locations of each department in the hotel... Guided and classified
tools and tools to set up the dining table.
Working time at the place of internship shift:
+ Morning shift from 7 am to 16:30 pm.
+ Afternoon shift from 13:00 pm to 22:30 pm
+ Evening shift is from 11pm to 7am the next day
The distribution of forces in the restaurant also depends on the
number of guests, the work in each day and in each specific shift.
The assigned tasks: The supervisors (Supervisors) divide the work
clearly and appropriately during the operation and the following are
the daily assigned tasks.
The restaurant is divided into 4 serving areas.
Zone A: (non-smoking area) is the area closest to the buffet counter
main with long, round tables, suitable for family meals, friends
gathering.... Capacity is 60 diners.
Zone B: (non-smoking area) is the area located in the center of
restaurant, has the lowest temperature. The capacity is only 54
diners, but it is the area with the highest seating capacity of the
restaurant.

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Zone C: is the area located right next to the pho counter with many
separate large, round tables suitable for family or tour guests and
can accommodate up to more than 40 people.
Outside area: (smoking area) is an isolated area with its own space,
the largest capacity with more than 60 diners.
2.2.1. Service staff.
In charge of checking tables and chairs, setting up knives, spoons,
forks, napkins, glasses on the table. Prepare tools and put them in
the counter to be able to set up with the second and third guests as
quickly as possible. Besides, always keep the work station clean, the
items in the drawers are arranged neatly and neatly.
Arrange towels according to the general regulations of the
restaurant, pay attention to the color of the towel because each
buffet will have a different color. However, due to overcrowded
customers and a lack of colored towels for each session, the
restaurant currently operates a uniform white towel color.
Waiters must regularly wash tablecloths. Prepare a towel under each
pour. Clean the trolley and dirty laundry when the service time is up.
Check the flowers on the table and notify the supervisor if there is a
need to change the flowers, edit the flowers according to the service
area to take down the plate when the customer has finished eating,
pour more water when the customer needs it, record the order when
the customer orders more drinks.
2.2.2. Buffe line
The buffet preparation staff (buffet man) is responsible for preparing
all the tools to set up the buffet counter such as: cups, plates, bowls,

spoons, chopsticks, bowls, tongs, paper towels, and fan towels.
guest.

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Check and clean the stone surfaces, bowls and dishes before setting
up. Set up a full set of tools to suit each buffet counter. When the
food is full, arrange toon to pick up food suitable for each dish.
Check that the dish name is set correctly with that dish.
In the process of serving guests, they must regularly check and
clean the tools, check the dishes when the guests have used nearly
2/3 of the dishes, they must notify the kitchen to bring more food. At
the end of the buffet time, the buffet staff must clean up the toons
and prepare the tools for the breakfast buffet for the staff doing the
dinner buffet.
 How to set up for each counter.
Pho noodle stall:
+ Chopticks), Chinese spoon, Sauce 9 cm, large bowl 16cm virtual
plate.
+ Each sauce bowl is lined with 14cm BB plate, set up dessert spoon
and appropriate folding toon (vegetable: plastic tongs, lemon bowl
(lime): small ton).
Set up a bowl lined with a paper towel for lemon zest.
Asian food stalls

+ Prepare main plate 28cm, bowl with 2 handles (to eat white
porridge in the morning and eat all kinds of meat porridge, soup or
soup at noon and dinner) and tongs suitable for dishes. (under each
tongs must be with BB plate on the bottom or BB plate and round
bowl).
European food stalls

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+ Prepare a 28cm man plate, separate 2 handles to eat porridge (in
the morning and eat soup at noon and dinner) and tongs suitable for
each dish such as Asian stalls.
BBQ counter
+ Prepare a 28cm dish, a 7cm bowl when the 9cm bowl is full, fold
tongs (under each tongs must have a BB plate), set up a bowl of
paper towels to use.
Bread stall.
+ Prepare a 15cm desert dish, folding toon (bread tongs folded in
plastic), butter, various levels in the morning, must open the toaster
before guests come in to check the cleanliness of the cake counter
because it is easy to get dirty.
Egg and sausage stall
+ Prepare a 15cm egg plate, toon and suitable dipping sauces.
2.2.3. Bar counter.

For staff serving the bar counter, they must prepare juice bottles,
coffee pots, tea, milk sugar, cups, and glasses of juice before they
are set up at the water counter to serve customers. Breakfast buffet
staff must try all juices before serving them to guests.
During the service, they must regularly check refills of iced drinks,
lemons, cups, and tissues during the buffet, always keep the buffet
counter clean and have enough tools for guests to use.
When the buffet time is over, the water service staff must clean up
the counter, clean the tools and set up the water counter for the
dinner buffet for the breakfast buffet.
2.2.4. Hostess.
The restaurant's front desk staff is responsible for preparing flower
pots, salt and pepper jars to set up on the table, and preparing food

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labels to set up on the buffet counter before it's time to serve the
buffet. During service hours, the hostess will be the one to meet with
customers, check the number of rooms and lead guests to the
appropriate dining table. At the end of the buffet, the receptionists
clean up the food labels and prepare them for the next buffet time.
2.2.5. Runner and Cleartrolly.
The runner staff, before it's time to serve the buffet, is responsible
for preparing the trolleys, the dirty dishes to bring to the counter to

use when the guests have used them. In addition, supporting
departments that are overloaded with large numbers of guests and
entering at the same time. After the buffet is over, clean up the trash
bags in the areas and make sure the dirty things on the trolleys are
brought into the Bach of house (BOH).
2.2.6. Steward.
Steward will be the person responsible for cleaning the pots on the
buffet counter, changing the water in the pots and setting ice on the
trays to let the kitchen set up cold dishes on the buffet counter.
2.3. Some service processes in the restaurant.
2.3.1. The process of serving A la carte.
Alacarte, also known as À la carte in French, is one of the a la carte
styles available at the restaurant. Guests are free to choose any dish
on the restaurant's menu to suit their preferences and the number of
members on the table.
Bước 1: Prepare before serving.
+ Cleaning work: cleaning, wiping, cleaning floors, carpets, glasses,
decorations, tables and chairs and related equipment and items
when serving.
+ Prepare and check the status of equipment used to serve guests,
to ensure that they are in good working order, without damage or

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malfunction, and meet the quality requirements at the time of
service.
+ Prepare and check the status of eating utensils such as cups,
plates, glasses, cups, etc. must be cleaned and cleaned, ensuring
the necessary quantity.
+ Set up the dining table in accordance with the standards of the
restaurant.
+ Support other departments to complete tasks.
Bước 2: Welcoming and serving guest.
+ Take the initiative to welcome guests with a warm and
enthusiastic attitude. Speak loud enough, clear, professional
attitude, polite, friendly
+ Ask the number of guests, whether to book a table in advance.
+ Lead guests to their seats, actively pull chairs to invite guests to
sit
+ Pour filtered water to invite guests. Menu for guests. Introduce the
most special drink or dish at the restaurant. Food consultation for
guests upon request.
+ Receive menus, repeat menus, and pass them on to relevant
departments
+ Bring drinks that guests have previously selected to serve guests
(if any). Next, bring the food according to the customer's order.
+ Pay attention to observe, ask permission from guests to clean
dirty knives and dishes, change knives and plates to suit the dishes
of guests, provide water for guests

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