2.4.

1 The F&B recruitment situations

Intercontinental Saigon offers a welcoming and professional work atmosphere, as

well as several perks to individuals who choose to work for the hotel. However,
becoming an employee in a 5-star hotel such as this is not a simple task. Those
who seek for a position as a member of the staff will, without a doubt, face highly
stringent standards.

 Working at Intercontinental Saigon has several perks.

Working at the Intercontinental Saigon guarantees a professional work

environment that meets international standards. Professionalism must always be a
top concern while handling consumers from the medium to higher classes. Not
only that, but having the chance to collaborate with international specialists and
colleagues who have both abilities and knowledge can help you learn a lot.

Then there's the income, which is at the very top of the pay scale, with excellent
employee treatment. You will receive a relatively high pay compared to the
market, as well as bonuses for holidays and exceptional performance at work.
Also, if you do a good job, you will almost certainly grow in your profession.

 Important considerations before applying for Intercontinental Saigon

While there are many advantages to working here, it's important to remember that
there are also numerous challenges.

The first thing is to always be under a lot of strain at work. With the constant
requirement to treat upper-class consumers, the majority of whom are both
entitled and entitled, caution in the service process must be respected at all times.
Because these consumers will always have a stringent evaluation with each
employee of different departments when serving, it is vital to have patience,
peace of mind, and a high static to be able to satisfy these picky clients.

Next is the professional issue of the members participating in the application. As

a 5-star standard, the department's standards for staff consistently prioritize
professionalism. Employers will pay special attention to foreign language skills
because this city not only welcomes domestic visitors but also frequently has to
welcome international visitors. Employees must be adaptable in dealing and
handling unexpected situations, in addition to strong communication, so that both
sides benefit and customers are satisfied.

It will be quite tough to apply if you are an inexperienced or unskilled worker

who has attended a hotel-related school. Because these establishments frequently
have professional skills requirements for their candidates in hotel operations so
that they do not have to spend time retraining from the start and new employees
can rapidly get used to the job. As soon as possible, get to work. If you want to
increase your chances of landing a job, earn a degree in this profession.

Finally, the candidates' appearance. When working as an employee in the

appearance service business, it plays a big role in applicant selection. When
applying for a receptionist or service staff position, however, this element should
be considered. Because these are the hotel's public face, having a good-looking,
pleasant, and pleasant appearance will make a positive impression on guests.

2.4.2 F&B business situation

2015 2016 2017 2018 2019

1 REVENUE 419.8 436.2 463.7 509.4 545.7

1.1 Room 176.7 185.4 197.2 232.8 238.0

1.2 F&B 157.2 163.1 175.1 182.8 210.2

1.3 Others 85.9 87.7 90.4 93.8 97.5

2 GROSS PROFIT 223.2 248.6 268.9 305.6 319.6

Table 2.1 : InterContinental Saigon hotel's income statement for the period 2015-2019( Source: HR
Deparment)
 250

200

150

100

50

0
2015 2016 2017 2018 2019

Room F&B Others

Comment:

Through the chart showing the revenue of the fields in Intercontinenetal Saigon
Hotel from 2015-2019, it shows that hotel revenue is growing continuously
and increasing very significantly. Room sales of the hotel accounted for a very
high proportion, in 2015 the proportion of rooms accounted for 42% of total
revenue and in 2019 accounted for approximately 43.6%.

In addition to sales, the hotel's F&B revenue also accounts for a very high
percentage and increases continuously from 2015-2019. FB's revenue ratio is
equivalent to 37.45% and in 2019 reached 38.5%.

With the above figures, it shows that the growth rate of the industry is
increasing, especially the F&B segment. Because of this, the hotel's human
resources department must coordinate with related departments more closely.
Especially in recruiting and training quality human resources for the hotel, to
ensure the service quality is increasing day by day, attracting more guests and
higher revenue.

2.4.3 F&B working process

2.4.3.1 The process of serving the banquet department of the
Intercontinental Hotel

Received BEO
from Sales
Deparrtment

BEO meeting
between parts

Prepare to
Setup

Clean
Setup according
to BEO

Make payment
&Thank the guest
Checking
Changes Not
the Setup
satisfied
Serve F&B

Satisfied
Prepare to Start the
Welcome even

Welcome Assist guest

guest to table

The process of serving the banquet department of the Intercontinental Hotel( Sourrce: HR
Department)
A. Preparation:
• Get a BEO from the sales department:

The sales team will issue a BEO to transmit to the Banquet department and
other related departments for organization once the sales team has worked with
the customer and signed the contract.

• Inter-departmental BEO meeting.

When the BEO is complete, the head of the banquet department, as well as
representatives from the kitchen, security, housekeeping, and other associated
departments, will meet with the sales department to discuss the BEO's next
steps.

• Prepare setup:

After receiving the BEO, the banquet department's manager will prepare a
staffing, equipment, and tooling plan.

The official staff will see the BEO before 1 to 2 days to allocate the employees
to clean, arrange tables and chairs, and warehouse personnel to prepare
tablecloths, chair covers, bows, and napkins. This time relies on a variety of
circumstances, including the number of attendees, meeting rooms available,
the party schedul The prep job will be allocated to older, more experienced
staff who will be in charge of the major duty since they can calculate how
many utensils should be laid out on the table, how many knives, how many
forks... and how much preparation is required.

After counting and cleaning the tools, they are carefully stacked in clean
baskets. If there is no need to cover the tools with towels after preparing them
and setting them up right away, in the event of pre-preparation, after carefully
arranging them in the baskets, the staff must cover them with clean towels and
carry them inside the warehouse.ed for that week, and the number of staff
reporting to work...

• Follow BEO's setup instructions:

Depending on the state of the hotel's great ballroom, if there are no visitors, no
conference, or no party, the setup will take place 1 to 2 days before the party,
and if the large room is full, the setup will take place 1 to 2 days before the
party. The setup work will take conducted in the morning of the party day if
the venue has meeting attendees.

The official staff will distribute the task among other workers while setting up,
such as who will take the tablecloth, who will cover the seats, who will set up
the table in the proper arrangement (layout), and so on.

Normally, three sailing rows (white chiffon) are hung from the hall ceiling
according to the hotel's normal layout; this operation is normally done with a
lift truck and must be done very cautiously. Due to its hazardous nature,
protect the safety of workers standing on ladders and people pulling carts.
Because the lobby is still empty at this time, it is easy to relocate the elevator.
This is the first thing to do before setting up tables and chairs. After finishing
the hanging sails task, the following stage is to arrange the table according to
the sales department's plan.

Other personnel will spread towels and chairs at that time, and some male staff
may place a lazy susan on the table. The staff will set up each table in turn
according to the standard; after each table has been put up, the staff will
double-check it before moving on to the next table to set up.

Aside from that, there will be stage assembly as needed by BEO, table
arrangement for placing the cake, table setup for installing the stone swan
statue, and an essential feature of the pouring ceremony will be the champagne
tower.

Additionally, two reception desks and six light posts with heights of 1.8m, 2m,
and 2.2m will be installed on the outside of the banquet hall to lend a
sumptuous touch to the event. Additionally, in order to provide the most
advantageous conditions for employees, the staff will arrange tables covered
with brown towels in the lobby to establish stations (places to place cups,
plates, water, and other required materials for the party). Customers can be
served fast and professionally by the employees.

After the official staff has finished setting up the space, they will come in for a
last check to verify whether everything is in order and if any changes need to
be made.

• Customers and salespeople inspect the arrangement.

The party sales team will examine the room again the next day once the
banquet hall has been set up, and a representative of the party owner or the
party owner will perform a final check to see if anything needs to be changed.

In fact, at this point, the customer's task is to just ensure the number of seats
and send over to the hotel personnel the guests' seating chart, not how the
configuration has been agreed upon.

B. Welcome period
• Prepare to welcome guest

Picking up visitors normally takes place approximately 2-3 hours before the
commencement time.

A supervisor, shift leader, or official employee will gather all employees in one
location for a briefing to assign who will service which table and who will
offer the welcome drink (serving water for guests who have arrived during the
day). while additional guests are being seated), which employees will be
stationed at the bar. The personnel will also be informed about the food and
drinks by the shift leader.

At the same time, the shift leader will meet with guests to greet them and to
exchange information regarding service hours, service notes, and any special
party requirements. To guarantee that visitors are completely satisfied, the shift
leader will tell the management as well as all other employees of the following
information. The shift leader will also respond to inquiries from the workers
concerning the celebration.
After getting the training, answering questions, and comprehending the
material, the personnel will proceed to the lobby area to double-check their
table and the surrounding environment. The table is set with all of the
necessary instruments, including napkins, candles, soy sauce and proceed to
pick up the fresh flower and put it on the table.

When everything is ready, the shift leader will schedule meals for each group
of employees. Each employee will have 30-35 minutes to eat and rest before
the celebration begins.

• Welcome the guest

When the guest arrival time is approximately 15 minutes away, the shift
supervisor will assign two female staff members, one to the hotel lobby and the
other to stand on the second floor to direct customers away from the wrong
path.

During this time, the personnel will be separated into two groups: one for the
welcome drink and another for the remainder of the period. There should be a
welcome drink since there will be guests arriving early, on time, and there will
be a period of time for people to take memento photographs with the bride and
groom when they arrive. Early arrivals will be offered water and some food
will be put on a table in the lobby area during this time to minimize
uncomfortable delays.

Depending on the host's arrangement, the welcome drink will usually last 30-
60 minutes. When the lobby has a reasonable number of visitors, the staff will
send out trays with glasses of filtered water and refreshing soft beverages to
welcome them. There will be personnel on hand to supply water and clean
dirty cups when visitors have done using them, preventing guests from having
to carry the glass.

• Assit the guest to the table

When all of the guests have arrived or the ceremony is about to begin, the MC
will make an announcement inviting attendees to the room. To this time, all of
the employees who serve the table will return to their posts and invite visitors
as they arrive at their table.

The personnel at the table should make sure that visitors are welcomed to sit in
the proper posture for the guest's comfort and the ease of the employee when
serving.

Regardless of how many visitors are invited to sit in chairs, the staff must
swiftly spread napkins and deliver water, avoiding the circumstance of having
to wait a long time and not waiting for visitors to sit at the table to provide
water.

When the water is served, the staff must quickly put the menu on the table
under the lazy susan, and proceed to move the vase to the candle glass on the
lazy susan and rotate the vase to the left hand of the waiter, in order to ensure
the most convenience for employees, and avoid affecting guests.

 Serving the F&B

Personnel must stand to observe the tables to which they have been assigned;
after they notice what customers have completed eating, the service staff will
ask the guests to clear up the piece that they have just eaten in order to make
room for the next visitors. Other dishes can be used.

Employees must keep a close eye on the table and alert the employees when
the food is done so that the next dish can be served.

Dishes such as beef,... are served at the table, and the chef is required to carve
the meat in front of the guests and arrange it on the plate in a pleasing and
appealing manner.

Before serving new meals, waiters frequently wipe up the plates that customers
have just completed.

Drinks are available upon request.

 If a visitor spills food on the table, the waiter must swiftly place the meal on a
plate, delicately wipe the spilt food off the table, and cover it with a new,
cleaner towel.

Examine the quantity of food on the table as well as the utensils.

Observe and respond to guests' requirements, and collect dishes and utensils once
they have been used.

 Make the payment and Thank the guests

When the guests have completed all of the dishes and realize it is late, they will
depart in turn. At this time, the hotel will arrange for employees to assist visitors
out of the hotel, preventing visitors from being lost.

The shift leader or supervisor will arrive at this time to speak with the host about
the party to determine if there are any complaints or faults made by the staff that
can be rectified successfully for the guests. After speaking with the host, the shift
leader will encourage them to review the party's bill and invite the host to sign for
confirmation; payment will not be made until the visitor signs the bill, and they
will be transferred to the hotel afterwards.

Proceed to see the visitor out after the visitor has signed, and the shift leader will
complete the invoice book and submit it to the finance - accounting department.

• Cleaning

They begin cleaning up filthy dishes such as dinnerware, napkins, etc., clean the
lazy susan, then return it to the warehouse, and collect the soiled tablecloths for
washing the next morning after the guests have all departed.

Meanwhile, the official staff will evaluate the BEO for the next day to determine if
the lobby has to be reset; if not, they will collect the tables and chairs and store
them in the warehouse, restore the space to the room, remove the sails, and clean
the stage...

2.4.3.2 The process of serving Setmenu and Alarcate of the Intercontinental

Hotel
Get ready Welcome guest

Asking for
reservation Yes No

Checking the
available

No
Recommend another
Yes restaurant

Assist guest to table

Taking orders

Serving

Making payment and

Cleaning
Greetings

The process of serving the set menu and alarcarte of the Intercontinental Hotel( Employee handbook of ICS
Hotel)
  Get ready to serve

The preparation of service is a crucial step in the restaurant's serving

procedure. Before visitors arrive at the restaurant to eat, the preparation
procedure is carried out. The following items are included in the service
preparation:

Personal preparation: workers will arrive at the restaurant approximately 10

minutes before the shift to read the shift handover book, get the work
handover, and the table, and will dress appropriately according to the
restaurant's standards. To absorb the day's difficulties and understand your
responsibilities, break everyday tasks into sections.

Prepare the dining area:

Sweep the floor, clean all tables and chairs, glass doors, and the restaurant's
food display cabinets in the morning shift, then only wash the tables and chairs
in the afternoon shift.

- Arrange tables and chairs in a logical and orderly manner.

- Decorate the vegetable counter in the restaurant.

- Clean and fill spice jars with spices

- Get your Kleenex, toothpicks, and condiments ready.

Morning: a rectangle napkin with only a knife and fork, fork on the left and knife
on the right, is placed on a dish of bread and butter, and a tent card describing our
specials is placed on the table. Because guests frequently drink hot coffee in the
morning, restaurants will provide salt, pepper, and sugar jars on the table.
 Morning Setup( [ CITATION Joa21 \l 1033 ]

- Lunch: Lunch, like breakfast, is served on a dinner plate with a fork and
knife. For a more refined look, replace the cup and saucer with a stemmed
wine and water glass. If wine isn't supplied, opt for a more elegant tumbler to
keep the ambiance from getting too casual.

Lunch Setup([ CITATION Joa21 \l 1033 ]

 - Evening: The restaurant is set up in the evening according to the standards of
a high-class restaurant, which is considerably different from the noon and
morning. Tablecloths, utensils, including a set of cutlery and cutlery for the
main meal, and a set of cutlery for the appetizer will be provided in the
evening. The knife will be positioned on the right, the fork on the left, and the
distance between the knife and the fork will be approximately 20cm. A bread
and butter knife is placed on a fork parallel to the cutlery set on the left, and
eating utensils are put 2cm from the table's edge, notably the knife and fork
used for appetizers, which are put about 2cm above the main dish.

Dinner Setup[ CITATION Joa21 \l 1033 ]

 Welcoming guests and arranging seats for guests

Greeting guests and reserving seats for the guest

When the staff notices a customer entering the restaurant, they smile, walk up, and
greet them with the Vietnamese greeting " Xin chào," followed by an English
greeting and the guest's name if they are regular customers. Continue to live in the
apartment complex.
If the guest has made a reservation, the staff will ask for their name, check the reservation
book, and lead them to the ready table. When guests book a table, the staff confirms the
time the table will be kept, and if the guest arrives later than the booked time, the staff
will phone and confirm if the guest has arrived or not, ensuring that the guest does not
have a reservation. The restaurant did not prepare the table for the guests because it was
late.
If the guest has not reserved a table, inquire as to how many people will be attending and
whether they want to sit in the smoking area. Check the restaurant's available tables and
direct the guest to the unreserved table; the restaurant has a table with four seats and a
table with two seats, so the right table will be determined by the number of guests. If
customers arrive and the restaurant does not have any empty tables, examine the tables
that are now occupied by visitors to see if there are any paid tables; if there are, they will
alert the client; if the customer agrees to wait, they will be invited to wait in the seating
area. Guests will be served filtered water while they wait, and the staff will show them
the menu.
If guests arrive and the restaurant is unable to accommodate them, the staff may direct
them to the Library Lounge or another restaurant of the hotel. When guiding guests to the
table, the staff should maintain a moderate distance (about 1 to 1.5m) from the guest and
walk at a pace that is appropriate for the guest's walking speed, not too fast or too slow
behind the guest. When using hands to guide guests, both hands and fingers must be used
to close, not just one finger. When approaching the table, it is customary to pull a chair
over to welcome people to sit, with the elderly, children, and women receiving
preference.
The reception staff will bring the menu to the guest after they have settled in and will
only deliver the a la carte menu. The service staff will introduce the set menu or it will be
requested. The drink menu is brought along with the meal menu and is opened, placed on
the food menu when delivered to the visitor, and pushed aside and placed on the table if
the guest is unable to hold it.
 Taking orders
The waiter will introduce the dish to the guest while taking the order; it will be
easier to introduce the dish in the set menu than in the a la carte menu because the
number of dishes is less; primarily, the staff will only show customers the
suitability of prices, servings, and special features of the set menu for them to
accept. However, it is also vital to inquire as to whether or not guests are allergic to
the ingredients in the dish as well as the flavor of each meal so that the customer
can select the appropriate meal. Additionally, when clients order a set, the staff
must inquire as to whether the customer wants all of the items served at the same
time or separately.
When the set has a lot of dishes, the staff will usually propose serving each one
separately to guarantee that the food is used right away after processing and that
guests do not have to wait long. Because the set meal does not include water, the
wait staff will introduce visitors to the restaurant's beverages. Employees must
recall up-selling strategies to get guests to get drinks other than water from the
restaurant, particularly alcohol. When accepting drink orders, pay attention to
whether the visitor will have an iced drink and when the drink will be brought
during the meal.
When serving numerous tables at once, it is vital to record the order requirements
on the order paper to avoid forgetting or confusing meals. The customer's sitting
location, table number, number of guests, time, special requests of visitors, and
order recipients are all listed on the restaurant's order paper. All information should
be written on the order form by the service employees receiving the order. When
receiving an order for a table with a large number of people, it is required to
number the customer's sitting position clockwise from the guest to his left so that
he may correctly serve food and drink to the guest, as well as make hand over
easier when other people are present.
One of the most critical things for the employees to perform after receiving the
customer's order is to repeat it. To avoid confusion throughout the ordering
process, the staff will repeat the names of the foods and drinks that the guests have
selected, along with the service time and accompanying needs.
Staff should be careful not to offer meals that are counter to the tastes of regular
customers who frequently utilize the restaurant's set menu and have special eating
habits or requirements, and should merely confirm whether the guest has eaten the
meal as usual or not.
After receiving the customer's order, the service staff will forward it to the kitchen
department, which will prepare the food, and to the bar, which will produce the
drink. At this point, it's important to take careful note of any particular requests the
visitors may have, in order to avoid mistakes that result in the wrong foods being
served or dissatisfied visitors if the request isn't met. Customers will be offered
complimentary bread while they wait for drinks and food, so after taking orders
from customers, employees will order bread from the cold kitchen.
 Serving
The staff will prepare more or less utensils on the table while waiting for the
kitchen to make the meals, based on the quantity of dishes and the type of dishes
that the guest has chosen. Before the food is served, water will be served: - To
minimize wetting the table, cold or iced beverages will be lined with roster, which
includes water lines and straws. - Hot beverages will be served with white
granulated sugar, brown granulated sugar, and sugar for dieters; coffees will be
served with extra water or fresh milk to rinse the mouth; hot drinks will be given
top priority. Do not attach a straw to the guest and always remind them to use it
responsibly.

When serving drinks, employees must position them to the right of the customers;
glasses and cups with handles will be positioned in the direction of four o'clock for
simple access; and wine glasses and water glasses with the restaurant's emblem
will be positioned in the direction of four o'clock for easy access. Place the glass so
that the icon faces the client's face, and keep it at the bottom of the glass rather
than the body or mouth to ensure the cleanliness of the guest's drink, and the staff
will read the name of the drink the customer ordered and wish the client a pleasant
dinner. Pouring a glass for the guest is required for bottled drinks, and the tea will
be left for the customer to use.

In addition to serving drinks, workers will provide bread for guests to eat while
they wait. A portion of bread consists of two tiny Ciabatta sandwiches, one large
slice of Ciabatta bread, and two Fruccini bread bars, and will be calculated per
guest. The bread is accompanied by a homemade tomato or carrot sauce from the
restaurant's kitchen.

When the staff receives news that there is food to serve, they will promptly deliver
the food to the guest's table, read the dish's name aloud, and wish the client a
pleasant dinner. The kitchen staff will switch on the focus lights provided at the
counter to keep the food warm if the hot food is ready but the crew has not served
it in time. When transporting drinks, food, or wiping dirty objects off the table, it's
best to use a tray instead than carrying them by hand.

It is vital to pay attention to adding water for guests who have filtered water during
the serving process; add filtered water when the glass of water is about 1/3 full,
hold the water bottle with the left hand, and hold the guest's glass with the right
hand. Right to pour water, employees will stand to the right of guests to serve or in
convenient positions for some corner tables or when family visitors sit extremely
close together, can recommend customers get more drinks after they have finished
their meals if they have used up their water, tea, or coffee.

After visitors have finished each dish, clean up dishes, bowls, glasses, and utensils
to keep their tables clean. It is required to ask and gain the approval of the guest
before cleaning any furnishings on the guest table.

After customers have finished dining and have not ordered any more drinks, the
staff will serve filtered water, toothpicks, and clear the table.

When there is an opportune time during the service process, the staff can converse
with the customer to demonstrate the restaurant's interest in the client and thereby
learn the client's opinions regarding the product and service. If there are negative
remarks about the restaurant, you can ask the manager to investigate the problem
and provide prompt and appropriate answers to make guests feel more content. At
the same time, this stage assists the staff in learning the guests' information and
food requirements obtained from the ordering stage, which is then recorded in the
logbook of information and special requests of the guests, so that all other staff in
the restaurant are aware of the information and can use it to serve guests in the
future.

 Make a Payment and Greeting the guest

When a guest asks payment, the staff will inquire about whether the guest prefers
to pay in cash or in addition to the hotel cost, as well as whether the guest has any
coupons or special offers.
If the passenger requests an upgrade, the staff will inquire for the room number and
request that the cashier print the room receipt. Guests merely need to sign and
provide their names on room bills; however, foreign guests must request that their
names be written in English. The guest's signature and name are very important for
the room bill, as the cashier will confirm whether the guest's name and signature
are correct or not, avoiding room confusion or guests refusing to pay at the end of
the month or when checking out because the guest's name or signature is incorrect.

The cashier will print the value-added invoice if the customer pays by card. The
restaurant only accepts five types of cards: JCB, Master Card, Visa, Dinners, and
American Express. When receiving a customer's card, it's important to check
whether the restaurant card can pay or not, in order to avoid wasting time and
displeasing customers if the card is changed. When a customer pays with a credit
card, the cashier will use the banking system to process the transaction, and the
customer will sign the value-added invoice and the bank's payment slip before
receiving the card and receipt from the staff.

If the guest pays with cash, double-check the amount given by the guest and
confirm the amount received with the guest before leaving the guest's table. If the
customer requests a red invoice, obtain the client's details and forward it to the
cashier as an invoice; if the client requests a higher room rate, inform the client
that the restaurant is unable to provide an invoice and that the client should contact
the hotel reception. Guests do not need to sign while paying in cash.

When guests have coupons or offers, they must check the authenticity of the
expiration date, confirmation signature, or number of symbols, and pay the cash
equivalent, discount, or accrual based on the coupon pricing or cards. The payment
receipt will be placed in a tab with the restaurant information card and the
customer survey form written for the guest to sign with the hotel's logo printed on
it when the bill is given to the guest. To safeguard the guest's privacy, a tab should
not be opened but rather closed when given to them.

If it is not possible to obtain the customer's opinion during the payment process,
the staff can ask the consumer to write in the customer's opinion survey.
Furthermore, the restaurant provides a reward program for clients who frequently
use the restaurant's services; the loyalty card will have 15 empty boxes for each bill
payment of 600,000 VND or more. Customers will be ticked in 1 box on the card if
they order the 4-course set menu at the restaurant, and if they get a particular
number of marks, they will receive gifts from the hotel's food department. The
dining card is also valid at the hotel's other restaurants.

When guests leave, the entire restaurant staff extends a heartfelt thank you and
hopes to see you again.

 Cleaning

After the guest has left the table, the staff will clean all of the filthy utensils on the
table. When clearing the table, pay special attention to the glasses, tall glasses and
heavy dishes will be placed close the body, while low cups will be carefully placed
on the far side. Clear the dirty table napkin, and if the remaining table is clean,
keep it and used again for the evening.

Following the cleaning of the table, the staff will re-set the new table according to
each area so that new guests can be welcomed.

Advantages:
From the time guests enter the restaurant until they leave, the service process is
constructed on stringent, clear, and comprehensive standards, assuring a fast and
effective service process. Process standards are created and documented in distinct
documents, along with extensive training instructions. For both old and new staff,
sayings, words, and ways of communicating with guests are also mandated in order
to achieve synchronization, uniformity, and standards. The process is supervised to
verify that it is done out in line with the rules.
Limitations:
Some phases in the process are incorrect during the implementation process, such
as when receiving the order, and many service personnel do not put enough
information on the order paper, especially the order time, so in the event of
crowded clients, staff will be unable to assist them. The bartenders will not be able
to remember all of the demands at the same time, resulting in the situation where
guests arrive first but beverages are given later.
 2.4.4 F&B staff recruitment process

Recruitment Process of Intercontinental Saigon Hotel( HR Department)

• What is the Purpose of Personnel Recruitment?

To ensure a consistent workforce for the hotel restaurant's operation, recruit

workers in the proper order and according to job criteria.

• Taking responsibility

This Hotel and Restaurant Recruitment Process must be rigorously followed by all
employees and departments involved in the recruitment process, specifically as
follows:

Department of Human Resources

Human Resources Director: Evaluate the current Human Resources of the

department in need of recruitment to determine its legitimacy.

Department of Recruitment: The Recruitment Officer is responsible for meeting

enough persons within the following time frame after obtaining the Job Request
Form and Recruitment Profile, which are based on precise requirements:
- Unskilled labor: within 10 days
- Office staff, indirectly, security: Within 20-30 days.
- Middle management: Within 30-45 days.
- Senior management: Within 45-60 days.
- Leadership level: 60-90 days.
• When it comes to recruiting, departments include:

- Responsible for the department's planned Recruitment Request.

- In conjunction with the Recruitment Department and the Human Resources
Director, provide all relevant information on the position to be recruited at
the most accurate and relevant level.
- With the Recruitment Department, receive, transfer, and test...
- To the Recruitment Department, send your questions, grading scale,
responses, and results.
- Work with the Recruitment Department to schedule the most convenient and
acceptable interview time.
- The Board of Directors is the highest-ranking department in charge of
examining and approving recruitment decisions.
• Plan for Recruitment

Departments and divisions within the Company are responsible for forecasting
the HR recruiting strategy for the following year/quarter with the most exact
details 15 days before the new year/quarter/month, and sending the Recruitment
Plan to the Human Resources Department. The provided Plan is the
responsibility of the departments. The Human Resources department is
responsible for examining, advising, re-evaluating, and contacting labor sources
in advance to determine their potential to satisfy the requirements based on the
recruitment plan provided by the departments. When there are actual
recruitment needs, this is really convenient.

• Recruitement request form

When a recruitment request is received, the Department will go to the Human
Resources Department to obtain an application form, complete the Recruitment
Request Form and the Recruitment Profile, and send it to the Human Resources
Department.

• Review of the Human Resources Department

If more people are needed, the Human Resources Director reviews the
recruiting request form, signs it for approval, and submits it to the Board of
Directors for approval. If there is no need to hire, please explain why and return
the recruitment request form and recruitment dossier to the hiring department
within 10 days.

• Acceptance

The Human Resources Department presents the Board of Directors' approval of

the recruiting request form to the Board of Directors. The recruitment request
form is forwarded to the Recruitment Department - Human Resources
Department to conduct a search for eligible individuals once the Board of
Directors has signed and approved it.

• Recruitment announcement

The hotel restaurant always puts employees first, providing possibilities for
advancement and promotion (workers are also considered for other open
positions), as well as allowing employees to introduce their relatives and friends
to work at the company.

The Human Resources Department posts recruiting notices on the Company's

internal E-Mail, external labor sources, and the mass media (newspapers, radio,
etc.) when there is a need for personnel. The notification contains the following
information: requirements, employment conditions, application, application
deadline...

• Receive And Review Profiles

Human Resources Department - The Human Resources Department receives
and reviews the applications using the Application Review Form. The following
are the specific application screening criteria:

a) In terms of appearance

The candidate's profile must explicitly state the position applied for, as well as
the candidate's full name and other pertinent information, so that the Company
can contact them if a need arises.

The following documents should be nicely organized in this order:

- CV for job application

- Application form
- Curriculum vitae (with local certification)
- Copies of the candidate's degrees, diplomas, or papers demonstrating his
or her qualifications and professional skills (if any) (certified or
compared with the original).
- A copy of household registration, as well as a temporary residence
registration certificate (if any)
- A copy of your ID card + four 3*4 photographs + a decision to leave the
old unit (if necessary)
b) From a content standpoint
- Through the presentation of the Job Application, CV and Curriculum Vitae,
qualifications, and professional certifications, the profile must highlight the
professional qualifications as well as the expertise required by the
recruitment.
- Applicants must provide proof of good health in the form of a medical
certificate issued by a competent health authority.
c) Other requirements
- Internal candidates will be given first priority for admission.
- Applications from the previous round of recruiting will be reviewed first.
 - The following is the order in which candidate profiles are prioritized:
Professional experience, job experience, or no experience but with
developable qualities and talents.
• Test – Preliminary Review
The test/interview is taken by all of the candidates. Departments with recruitment
needs must send questions, scales, and answers to the Recruitment Department -
Human Resources Department at least two days prior to the test date in order for
the test to be organized. Once the candidate has finished the test, the Human
Resources Department will notify the appropriate department that the application,
exam questions, and test have been received. (If the candidate takes the test on a
computer, the Recruitment Department will send an email to the person in charge
of marking the test.)
The direct management department transmits the exam, scores, and evaluation
findings to the Recruitment Department within 02 days of receiving the candidate's
work once grading is done. If the application is approved, the Human Resources
Department works with the Head of Department to schedule professional
interviews for the candidates. If not, the disqualification will be announced.

• Professional Interview
- The Human Resources Department of the Recruitment Department sends
information about the candidate to the participants in the recruitment
interview for research two days before the professional interview date.
- When interviewing for staff jobs, personnel of the Recruitment Department,
the department with recruitment needs, or the Board of Directors (if
necessary) will be present.
- Interviewing members include the BOM, CEO, Divisional Director, Senior
Specialist, or someone selected by the BOM to participate in the interview if
it is for a mid-level or senior management post.
• Job offer

The Human Resources Department will ask qualified candidates through the
professional interview round to accept the position by invitation letter or phone
based on the interview results in the Candidate Data Sheet. The Human Resources
Department collaborates with the Department Heads to help new employees
through the job application process and to communicate the hotel restaurant's
regulations, regulations, and procedures through training sessions.

• Trial job

The direct management department is in charge of allocating, guiding, and

properly explaining new workers' roles and abilities. A Probation Program will be
issued by the direct management department for new workers to complete. The
probationary period is enforced in accordance with the Company's policies. The
employee is reevaluated at the end of the probationary period.

• Evaluation After Probation

The Human Resources Department is responsible for monitoring and providing a

list of employees whose probationary period is about to expire to the Head of
Department or the person directly managing the new employee two weeks prior to
the expiration of the probationary period to the Head of Department or the person
directly managing the new employee. The Head of Department/Directly Manager
confirms and evaluates the results after the probationary term based on the job
requirements and the new employee's ability to complete the work, and reports it to
the Human Resources Department.
• Hiring decisions
The Human Resources Department will make a decision to officially accept the
employment after the new employee has completed the probationary period and
has been evaluated as satisfactory by the Head of Department (for NV and above).
Employees are able to sign a labor contract and take full advantage of the hotel
restaurant's policies and welfare programs.