ĐẠI HỌC QUỐC GIA TP HỒ CHÍ MINH

TRƯỜNG ĐẠI HỌC AN GIANG

KHOA NGOẠI NGỮ



INTERSHIP REPORT
VINPEARL RESORT & SPA PHU QUOC

INSTRUCTOR: LY THI THANH TRUC

FULLNAME: NGO THI VIET TRINH
STUDENT ‘S DTA197084
CODE:
CLASS: DH20TA1
ACADEMIC YEAR: 2022-2023
 An Giang, 1st April, 2023
ACKNOWLEDGEMENT
First of all, I would like to thank An Giang University for creating conditions for me
to practice in a professional environment to help me gain practical experience. The
past two months of internship for me are not only useful experiences but also
memorable memories of the last days of student life. During my internship at Vinpearl
Resort & Spa, I learned the working style of Vinpearl staff, was taught and trained by
many good lessons from seniors, managers, and general managers, and listened to
experiences from it was a precious and memorable time, especially very useful for my
work in the future.
I would also like to thank the Vinpearl Resort & Spa facility for welcoming and
training us during the internship. Enthusiastic help and support from managers as well
as official employees who are also studying and working at "Seashell" restaurant. And
I would also like to thank the teachers in the Foreign Languages Department of An
Giang University for their interest and enthusiasm in guiding us during our internship
in Phu Quoc.
Accordingly, I would like to sincerely thank my instructor, Ms. Ly Thi Thanh Truc.
She helped me a lot during my internship. In the first few days, I had a little difficulty
in getting used to the new environment and was about to give up, but she promptly
cared, asked and encouraged me a lot. I am very grateful to her.
Finally, I would like to thank my family and friends for always encouraging me to
complete my first and last internship as a student.
Thank you very much
TABLE OF CONTENT
LIST OF PICTURES
ABSTRACT
The main objective of the report is to describe in detail the eight-week internship at
Vinpearl Resort & Spa Phu Quoc.
The report consists of three main parts:
Chapter 1. Learn about Vinpearl Phu Quoc Resort
Chapter 2. Activities, achieved results, advantages and disadvantages during the
internship
Chapter 3. Conclusion and recommendations for Vinpearl Resort & Spa, AGU, FFL
and students of the following courses
For the first time in the restaurant environment, working and experiencing the
activities at the restaurant, because of the limited time and personal experience, this
report still contains many errors. I hope to receive feedback from teachers so that I can
learn more experiences and complete the report better. Thank you sincerely!
CHAPETR 1: VINPEARL AND VINPEARL PHU QUOC OVERVIEW
On the journey of constantly striving to create miracles and build the number
one resort and entertainment brand in Vietnam, Vinpearl has marked its presence
throughout the S-shaped strip of land, bringing millions of trips for Vietnamese people
and contribute to bringing the beauty of Vietnam to the world.
In particular, the three complexes of Vinpearl Nam Hoi An - Vinpearl Nha
Trang - Vinpearl Phu Quoc converge "unprecedented" projects from resorts, cuisine,
shopping, entertainment to professional meetings, promises to bring a world of
thousands of experiences to all customers.
Vinpearl's current products include:
 03 populations
 34 hotels
 17,759 hotel/villa rooms
 04 Amusement parks
 04 golf courses
 02 Safari & River Safari
Vinpearl is the largest brand of tourism - resort - entertainment services in
Vietnam. Vinpearl owns a chain of hotels, resorts, spas, conference centers, 5-star
cuisine and golf courses, and international-standard entertainment areas located in the
most famous tourist attractions. of Vietnam. With 18 years of continuous
development, 45 facilities under the Vinpearl brand are present in 17 provinces and
cities nationwide with a capacity of over 18,500 hotel rooms and villas, 3 theme parks
and 2 amusement parks, 2 parks to preserve and care for semi-wild animals, 4 golf
courses, which are expected to continue to expand in Vietnam and around the world in
the near future.
Vinpearl brand family
1.1 Vinpearl's History And Development
The history of Vinpearl has gone through many stages. Initially, Vingroup's
predecessor was Technocom company, this company was established in 1993. This is
a company specializing in the production of instant noodles. By 2000, Technocom
Group invested in fields such as hotels, real estate and trade and finance… in Vietnam
through two joint stock companies, Vincom and Vinpearl.
In which, Vincom was officially established in May 2002 with the full name of
Vincom Joint Stock Company, formerly known as Vietnam General Trading Joint
Stock Company. Vinpearl was established in July 2001 with the full name of Vinpearl
Joint Stock Company, formerly known as Hon Tre Tourism, Trade and Service
Investment Development Co., Ltd.
In early 2012, Vincom and Vinpearl merged into Vingroup, operating with four
main brand groups. Including Vincom (Real Estate), Vinpearl (Tourism –
entertainment), Vinmec (High quality medical services), Vincharm (Beauty and health
care).
Accordingly, Vinpearl is one of four key brand groups of Vingroup. It is
known as the largest resort and entertainment service brand in Vietnam. With more
than 15 years of development, Vinpearl currently has 43 facilities with a capacity of
up to 17,000 rooms nationwide with 5-star standards.
1.2 Location
Phu Quoc (Kien Giang) is a wonderful island chosen by the investor VinGroup
as a place to stop and invest. This island has beautiful beaches, rich nature, socio-
economic development. The synchronous infrastructure development and investment
attraction policies have held VinGroup until now.
1.3 Scale
The complex of Vinpearl Resort & Villas is divided into many different
categories such as: villas, hotels, amusement parks, golf courses, Safari areas, .. In
which, the most prominent is the system of resorts and villas. It is divided into several
zones and each place has its own distinctive markings.
Vinpearl Resort & Spa Phu Quoc
- Name: Vinpearl Resort & Spa Phu Quoc.
- Rating: 5 stars.
- Investor: Vingroup Group.
- Address: Bai Dai area, Ganh Dau commune, Phu Quoc city, Kien Giang province.
- Phone number: (84+)297 355 0550
- Website: http://vinpearl.com/
- Email: res.VPRSPQ@vinpearl.com
Vinpearl Resort & Spa Phu Quoc was officially opened on November 1, 2014.
Design idea: to build a 5-star resort complex with bold Asian characteristics with a red
tile roof design highlighting the complex of Vinpearl Phu Quoc. Vinpearl Resort &
Spa Phu Quoc includes 2 buildings, Coral and Ocean with a total of 605 hotel rooms,
20 villas with 3-4 bedrooms accommodating up to 8 people and 1 presidential villa.
This is also the area I was assigned to practice.
Vinpearl Resort & Spa có tất cả là 6 khu vực phục vụ dịch vụ ẩm thực cho du khách.
Với mong muốn khách có thể sử dụng dịch vụ một cách thuận tiện hơn.

Seashell Restaurant
Open time:
 Breakfast: 6:00 – 10:30
 Lunch: 12:00 – 14:00
 Dinner: 18:00 – 22:00
Type of cuisine: Buffet

Nemo Restaurant
Open time:
 Breakfast: 6:00 – 10:30
 Lunch: 12:00 – 14:00
 Dinner: 18:00 – 22:00
Type of cuisine: Buffet
 Pepper Restaurant
Open time:
18:00 – 22:00
Type of cuisine: Àlacarte

Pearl Lounge Café

Open time:
07:00 – 23:00
Type of cuisine: Drinks and snacks

Sim Bar
Open time:
09:00 – 23:00
Type of cuisine: Drinks and snacks

Seaview Café
Open time:
07:00 – 23:00
Type of cuisine: Drinks and snacks

Vinpearl Resort & Golf Phu Quoc

Contrary to the Asian style of Vinpearl Resort & Spa Phu Quoc, Vinpearl
Resort & Golf Phu Quoc attracts customers thanks to the luxurious beauty of classical
European architecture. Vinpearl Resort & Golf Phu Quoc opened on October 31, 2015
with 381 hotel rooms and 181 villas with 2-4 bedrooms. This is a great choice for
customers who love a peaceful resort space or want to hold a party at a large
swimming pool and beach.

Vinpearl Discovery Phu Quoc

It can be said that Vinpearl Discovery Phu Quoc is a high-class resort when the
entire area is a coastal villa with a private pool, catering for large families or groups of
friends who prefer privacy. Vinpearl Discovery Phu Quoc is divided into 3 zones:
 Vinpearl Discovery 1: Including 211 villas with 2-4 bedrooms and 02
presidential villas. Each villa here has a spacious garden overlooking the sea,
suitable for a wide range of customers from honeymoon couples, to groups of
friends or families who love to explore.
 Vinpearl Discovery 2: Including 225 villas with 2-4 bedrooms. This is the ideal
check-in place for groups of dynamic young people, or groups of tourists who
are on a long vacation and love exciting sports activities on the beach.

 Vinpearl Discovery 3: This can be considered the most unique design villa area
when the villas here are built along the mountainside and gradually descend
into the sea, providing a connecting space between the green forest and the
relaxed sea. This area includes 187 villas with 2-4 bedrooms.
1.4 ORGANIZATIONAL STRUCTURE OF THE MANAGEMENT
APPARATUS OF VINPEARL RESORT & SPA PHU QUOC

At the top is the General Manager who is responsible for overall service
quality, facilities, asset management, people, revenue control for the entire Resort.
Restaurant Manager:
- Proposing recruitment of titles for the restaurant department. Participate in the
selection and training of new employees. Organize and guide staff according to the
professional standards of the restaurant. Organize the evaluation of training and
probationary results. Schedule work for employees on a weekly basis and make
adjustments as they arise. Arrange for staff to do the work. Evaluate employee
performance and capacity periodically. Organize to comply with the regulations on
human resource management of the company.
- Directly sign for approval of daily food import related to affiliated
departments.
- Directly check and sign for confirmation of the warehouse delivery request.
Monitor the number of tools, equipment and assets monthly, explain to the total
management the amount of damage and loss.
- Directly handle damaged dishes. Sign the transfer slips of property, food,
dishes. Directly deal with customer complaints. Organize the monitoring and
evaluation of customer satisfaction according to company procedures. General
management report on settlement results.
- Solve daily related problems. Mobilize employees to do the job. Organize a
meeting at the beginning of the shift to guide and convey information to employees.
Organize the implementation according to the requirements and directives of the
General Manager. Develop an operational plan for the restaurant department and
organize its implementation.
- Coordinate with other departments to perform the work. Organize a
supervisory mechanism and directly supervise the implementation of the restaurant's
guidelines and standards. Report the results of daily events to the general manager.
Proposal to improve restaurant operations.
Restaurant manager:
- Check and evaluate the service standards of the restaurant, Monitor the
adjustment process to meet the requirements. Allocate and assign work to employees.
Directly assist staff in performing the first shift work. Directly control all customer
service activities in the restaurant.
- Supervising, reminding and guiding the staff to perform the work. Directly
deal with customer complaints and inquiries. Supervising staff to perform end-of-shift
tasks. Check the condition of the restaurant before returning and hand it over to the
next shift.
Service staff: In the restaurant's service staff, there are also many small
departments that perform different tasks to serve customers dining at the restaurant.
1.5 Dresscode
 Regulations on appearance when
working:
- The hair will have to be neatly tied up
- We will have to wear uniforms when
going to work including:
 Shirt in red, with a pattern in the
middle of the shirt and sleeves
 Black pants
 Black closed-toe shoes, black
socks
 Aprons, nameplates
Vinpearl will provide employees with 2
shirts and aprons during working time.

CHAPTER 2: ACTIVITIES, ACHIEVED RESULTS, ADVANTAGES AND

DISADVANTAGES DURING THE INTERNSHIP
2.1 Intership Activities:
Service staff is divided into many departments and each department is in
charge of a separate segment. The departments can be mentioned as:
 Waiter, waitress: serving customers during the restaurant's operating hours
according to the job list and the restaurant's standards. Prepare tools and
equipment to be ready to serve customers, arrange and tally all the tools, tools,
and assets of the restaurant on a daily basis. Maintain the image, reputation and
service standards of the restaurant, always comply with the standards,
regulations and procedures of the restaurant. Coordinate and support other
employees in the same department to perform tasks.
 Hostess: the restaurant's receptionist is responsible for welcoming, receiving
guests, introducing guests to the restaurant and inviting guests to the table.
 Buffet man: a person who specializes in preparing utensils for guests to use
when eating buffet, arranging buffet counters so that they are clean, beautiful
and luxurious to ensure the highest service quality.
 Barcounter: a person who is responsible for setting up a drink counter to serve
guests during the buffet at the restaurant.
 Runner: a person who is responsible for pulling the cart containing the tools
used by the customer, which is moved in by the service staff to wash. Besides,
the runner is also responsible for filling the water bottles in the station area for
the waiter and waitress to fill the glasses set up on the table before it's time to
serve guests and count the number of napkins that day.
Working process of the position of F&B.
* Before shift:
For buffet service, usually the hotel will have working shifts such as
Morning shift:
 M5: From 5:00 to 13:00
  M7: From 7:00 a.m. to 3:00 p.m
 M8: From 8:00am to 4:00pm
 M9: From 9:00 am to 5:00 pm
Afternoon shift:
 A3: From 15h00 to 23h00
Require interns to arrive 10-15 minutes before the shift to correct their appearance,
view the assignment table and prepare before the shift. The main staff arrives 20
minutes early to timekeeping and prepare the appearance.
 Preparation process before the shift: Employees will be transported by tuk tuk
(Vinpearl's electric car) to work at the bus station in the dormitory 40 minutes
before the shift. When they arrive at work, FB employees will go to the office
building to make timekeeping, then move to the restaurant. Because the
restaurant is located in the lobby where guests are welcome, staff will not be
allowed to enter the main lobby but take a detour to the back entrance of the
restaurant. When they arrive at work, employees will first see a "tab" - this is a
detailed job assignment sheet that helps employees know what work they will
do that day.
 Work at the beginning of the shift: At the beginning of the shift, there are
usually guests who have not arrived (the restaurant opens at 6:00), so the staff
will do tasks such as cleaning glasses, wiping knives and forks, cleaning
dishes, cleaning cups, folding towels, and cleaning. restaurants and
workplaces…
 Buffet line: This is a seemingly easy job, but it's actually the hardest and
longest, because the staff will have to be in charge of cleaning the entire buffet
in the restaurant from plates, teacups, two-handled cups, chopsticks, soup
spoons, dessert spoons, bowls of pho, plates, etc. In addition, the buffet line
will take care of checking the buffet counter, which is to observe, clean, and set
up the buffet counter during the reception process. Therefore, this job depends
on the number of guests, there will be 5-6 people.
 Clear car: If assigned to this job, the employee will have to do the following
jobs: clean the trolley before pushing to the station, always listen to the radio to
receive instructions to clear the car for others. At the end of the shift, the staff
will clean the trolley and empty the garbage, at the lunch and dinner buffet, the
staff will have the extra task of changing the filtered water bottles to serve
guests. Usually, this job will be assigned to male friends.
 Customer service: For buffet restaurants, supervisors will assign staff to areas
A, B, C, D to serve customers. During the meal, the staff will stand from afar,
ready to assist when guests need it. When the customer is finished, the staff
member holds a clean round tray and goes to the table to greet the guest with
"Hello Vinpearl" and then ask the customer's permission to remove the items
that the guest has finished eating. Then bring it to the "station" in the area
where you work to put things in the trolley, when the trolley is full, contact
your friends to clear the cart to push it into the Steward.
 Upselling: Upselling staff will be official employees, they will hold the menu,
or the monthly promotions to go around the restaurant to introduce guests to
 dining, and to let customers know more about the services at the restaurant.
Vinpearl, has just increased revenue for the restaurant.
 Barcouter: The buffet counter would not be possible without the water counter,
the staff in charge of this job will do the following tasks: making tea, coffee,
filling ice, filtered water, hot water, teas, and all kinds of sugar on display.
counter, in charge of filling juice, glass of juice for guests.
* End of pick-up time:
When the guests have left, all items on the buffet counter will be cleaned and
removed, at this time the kitchen staff will come and put the food in the trolley into
the kitchen area, the steward staff will be in charge of cleaning. Disinfect the buffet
counter, the buffet line staff will collect all the items such as plates, tongs, and at the
same time fill more plates and cups under the counter. This will be the end of the shift,
so the staff will clean up the workplace, clean up the things (clean the glasses, clean
the buffet) and prepare to leave the shift.
Besides, I was also arranged by the manager to work in the Banquet
department. Banquet is a division under the F&B division (Food & Beverage), in
charge of organizing conferences, meetings, parties,... for customers. For conferences,
it is necessary to prepare necessary items such as audio equipment, projectors,
screens, pens, paper, fresh flowers, mineral water... and arrange them according to the
layout that customers love. bridge.
For parties, you will have to prepare glasses, knives, spoons, forks, cups,
forks, ... and you have to clean them with hot water before setting them up.
2.2 Achieved Results
Must learn with practice. That's right! If An Giang University gave me
professional knowledge about "studying", initially, Vinpearl Resort & Spa Phu Quoc
gave me the opportunity to "practice". Although there are things that don't sound like
theory much, it requires us to be agile and flexible in all situations. In addition, it is
necessary to understand the process to avoid errors, to have an observation so that if
there is a problem, it will promptly handle the situation. Moreover, it is necessary to
quickly adapt to the working environment and intensity of the hotel environment.
Two months at Vinpearl - a period of time that is neither long nor short, but it
has helped me cultivate many things not only in knowledge but also in attitude and
professional style. I knew before - during - after the shift what to do, how to do it and
how to coordinate with brothers and sisters and colleagues to achieve the best results
at work. Besides, with the internship position of F&B, it requires an intern to do a lot
of work in one shift, so I also know how to arrange time and work properly to avoid
wasting a lot of time, avoid omitting work affecting the next shift.
I consider myself lucky to be able to practice at Vinpearl Resort & Spa Phu
Quoc because here I learn so many things, after each shift, we can stay and train with
the managers, brothers and sisters. She told us the mistakes we often made and
corrected us, moreover, Vinpearl also launched the movement to learn English every
day, helping us to hone our foreign language skills, along with that we were taught
how to serve wine, how to read wine bottles, how to set up tools, how to make
coffee…
In the process of working, problems arise are inevitable. Here, I have witnessed
how the brothers and sisters there handle situations that arise. Since then, I have also
learned how to handle situations quickly, flexibly and professionally, avoiding
affecting customers as well as the hotel.
After a 2-month internship at the F&B department of Vinpearl Resort & Spa
Phu Quoc, I have had the opportunity to experience and learn about the work at the
hotel as well as accumulate more experience in service delivery in the future.
2.3 Advantage
During the internship period, the restaurant gave me a lot of advantages in the
process of working and learning and achieved a lot of success.
I receive dedicated and thoughtful guidance from the internship instructors,
when I don't understand or have questions about the work, the instructor always helps
and gives directions to solve problems.
In particular, the company does its best to create conditions for students to
practice, assign appropriate jobs, support students with knowledge and skills at work,
organize for participants to learn and gain valuable experience. .
Besides, I also have the opportunity to work in a dynamic and creative
environment with dynamic, experienced and enthusiastic young people who motivate
and inspire me to complete the work well.
The restaurant's facilities are fully invested and arranged in a scientific and
modern way, creating a work environment that is not boring.
2.4 Disadvantage
Besides the advantages, during the internship period, I also encountered some
difficulties as follows:
Pressure due to change in environment: in the first days of entering, I still had a
lot of surprises and was not familiar with the working environment, so I felt too
extreme and I intended to give up, but thanks to Ms. Truc's encouragement, My
parents and supervisor helped me get through that difficult period.
Time pressure: Because when going to work, you have to go at least 40
minutes earlier than the company's regulations to catch the bus to work on time.
Therefore, adjusting the schedule so that it is reasonable and balanced is quite difficult
from the first days.
Besides, the food cooked in the dorm's canteen and the workplace is not to my
taste. Therefore, I can't eat much and it affects my health a lot.

KẾT LUẬN CHUNG

Hiện nay các nhà hàng đều đang cố gắng đẩy mạnh hoạt động kinh doanh cảu nhà
hàng, bởi nó không chỉ giúp cho tiện dụng trong quá trình sử dụng dịch vụ của khách
mà còn làm nâng cao thương hiệu của nhà hàng. Đặc biệt, loại hình kinh doanh buffet
cành được chú trọng phát triển cao nhất, bởi đây là nguồn mang lại doanh thu, đồng
thời cũng giúp cho khách hàng thoả mãn được nhu cầu muốn giao lưu về văn hoá giữa
các vùng miền khác nhau, với số lượng món ăn đa dạng và phong phú.

Vì vậy để có thể thu hút được nhiều khách đến nhà hàng trong thời gian tới, và cũng
để giữ chân những khách hàng cũ của nhà hàng, thì nhà hành nhà hàng The White cần
nâng cao quy trình phục vụ tiệc buffet là rất cần thiết. Để làm được điều này đòi hỏi
quá trình nghiên cứu và thay đổi khá nhiều và cần sự nổ lực lớn của toàn bộ nhân
viên.

Trong quá trình thực tập tại nhà hàng nhà hàng The White, em đã tìm hiểu thực trạng
về quy trình buffet sáng và nhận thấy quy trình của nhà hàng khá là tốt, các cơ sở vật
chất hiện đại, các món ăn phong phú góp phần thu hút khách đến với nhà hàng.

Tuy nhiên nhà hàng vẫn còn một số hạn chế còn tồn tại như không có bộ phận kiểm
soát dụng cụ sau tiệc, chưa đảm bảo chất lượng món ăn,...
Bằng những kiến thức em được học tại trường và kinh nghiệm ngắn trong thời gian đi
thực tập được các anh chị nhà hàng và giáo viên hướng dẫn giúp đỡ, ở chương 3 em
đã đề xuất ra một số giải pháp đối với quy trình phục vụ buffet sáng tại nhà hàng nhà
hàng The White như cần nâng cao tay nghề của nhân viên, đặc biệt nhà hàng cần nâng
cao các món ăn, tạo uy tín cho nhà hàng, vì với xã hội hiện nay sức khoẻ con người
phải luôn luôn đặt lên hàng đầu.

 Steward: là nhân viên dọn vệ sinh cũng như rửa lại những công cụ dụng cụ
sau khi