Introduction to the Hotel's Food and Beverage Department and the Characteristics of the Restaurant's Customer Market

reception, satellite TV with 15 international channels, hair dryer, DVD player, minibar, safe

store valuables of guests,...

Benefits and conditions: Room rate includes:

 Free wired internet in the entire hotel.

 Free parking at the hotel without reservation.

 All children under 6 years stay free of charge when using existing extra beds.

 One child under 2 years old stays free of charge in a baby cot.

 Pets are allowed and there is no additional charge.

 Bottled water is served free of charge.

 Rooms are held until 6pm on the day of arrival unless prior arrangement is made.

 Credit cards: American Express, Visa, Euro/Mastercard, Dinners Club, JCB.

Studio room : area 54m2 , has separate shower and toilet. Some room amenities such as:

 Self-service tea and coffee.

 Mini bar with refreshing drinks.

 LCD TV with satellite channels.

 Secure personal locker.

 High speed internet connection.

 Automatic air conditioning system.

 International calls.

Deluxe room: area 36m2, Some amenities in the room:

 Self-service Tea and Coffee

 Mini bar with refreshing drinks.

 LCD TV with satellite channels

 Secure personal locker

 High speed internet connection

 Automatic air conditioning system.

 International calls

Superior room : area 28m2 – 34m2 , has bathtub with shower. Some amenities in the room include:

 Self-service Tea and Coffee

 Mini bar with refreshing drinks.

 LCD TV with satellite channels

 Secure personal locker

 High speed internet connection

 Automatic air conditioning system.

 International calls

2.2.2. Restaurants and Bars:

On the 6th floor of the hotel is the Grand restaurant with a capacity of 200 guests. Designed luxuriously, modernly and politely, the restaurant provides a quite unique space with many wooden pillars and bonsai trees, giving guests a cozy and comfortable feeling. With a diverse menu of European and Asian dishes, the restaurant can meet different culinary needs of customers.

 Breakfast service hours: 6:30 – 10:00

 Lunch service hours: 11:00 – 14:30

 Dinner service hours: 18:30 – 22:30

In addition, Dragon restaurant, which is about to open in the near future, will serve a rich and attractive menu of Chinese dishes.

In the hotel lobby area is the Lobby Bar with a variety of soft drinks, beer, and wine. The bar with a quiet space is also a place to relax, meet partners or friends. In particular, there are also cocktails mixed in a unique way.

On the 14th floor of the hotel is the Pool Bar, offering guests refreshing drinks and light snacks. With an airy space, guests will have a panoramic view of Bien Hoa city when standing at the Pool Bar.

2.2.3. Conference and meeting services:

The 5th floor of the hotel is the conference room, Orchid Grand Ballroom with a capacity of up to 450 people, which can be flexibly divided into many halls and small meeting rooms to suit each individual request of the guests. The room is fully equipped with modern audio-visual equipment to serve the organization of the guests' conferences. There are 3 types of conference rooms including:

 1 Chrysantheum room

 2 Jasmine rooms

 1 Lotus room Facilities include:

 LCD projector

 Projection screen

 Mobile projection screen

 Laizer pen

 Wireless microphone

 Handheld microphone

 Podium

 Vertical ranking

 Whiteboard markers

 Laptop

 Television

 Writing paper

 Sound system

 Mobile production

 Stage

2.2.4. Entertainment area:

On the 14th floor of the hotel are the fitness center and indoor swimming pool services.

home.

 Fitness center:

The fitness center is open daily from 6am to 10pm. It is a convenient place

to train a healthy, slim body.

 Swimming pool:

The swimming pool is open daily from 6:00-22:00. Depth is 1.8m for adults and 0.8m for children. Children under 12 years old must be accompanied by an adult.

In addition, the hotel also has services about to open including:

 Casino:

 Spa:

Karaoke:

2.3. Introduction to the hotel's food and beverage business department and the characteristics of the restaurant's customer market

2.3.1 Hotel food and beverage department

2.3.1.1. European restaurant:

Grand Restaurant: Located on the 6th floor of Wooshu Hotel, specializing in serving European and Asian dishes, the restaurant's capacity is 200 guests. Divided into 4 areas A, B, C, D, in which areas B, C, D all have views of Bien Hoa city. With wooden tables arranged in European style along with a large stone table designed to display food for buffet parties. Coming to Grand Restaurant, customers will be welcomed attentively by enthusiastic staff. Along with that are dishes and drinks prepared by a team of experienced and highly skilled chefs and bartenders. In addition to serving lunch and dinner, Grand Restaurant also serves breakfast buffets on weekdays from 6:30 to 10:30 am. And serves buffet every Saturday night from 6:30 to 10:30 pm.

2.3.1.2 Asian Restaurant:

In the current product development strategy, the hotel is preparing to open Dragon restaurant specializing in serving Chinese dishes with available chefs and staff from Grand restaurant.

2.3.2. Restaurant service quality:

All work includes preparation, setup (table setting), serving and seeing off guests.

 Preparation:

All utensils: knives, plates, spoons, forks, glasses, etc. must be washed in the machine and then wiped once with hot water. All utensils, glasses and plates must be clean, dust-free and fingerprint-free.

Tables and chairs must be arranged neatly and cleaned before being displayed. Salt, pepper, and toothpicks must be filled.

 Setup (table setting):

All tables in the restaurant are set up in European style.

The characteristic of Grand restaurant is that it does not use tablecloths but instead, at each customer's position is a thin woven bamboo mat, creating a rustic Southern style in a modern space.

For Breakfast Buffet: Set up starts at 9:30 pm the day before. On an average table for 2 people, there must be a full set of salt, pepper, toothpicks, a vase of flowers, each dining position must have a woven bamboo mat, an extra set of knives and forks, a set of cups, a set of bread knives and plates, a tissue, along with a buffet counter with dishes prepared early.

For lunch service: Setup starts at 10am after the breakfast buffet ends. On an average table for 2 people, there must be 1 vase of flowers, each dining position must have 1 woven bamboo coaster, 1 main set of cutlery, 1 glass of Red wine, 1 napkin, 1 set of bread plate and knife.

For evening service and dinner buffet: Setup starts at 4pm. On an average table for 2 people, there must be 1 vase of flowers, each guest position

The dining table must have 1 woven bamboo coaster, 1 main cutlery set and 1 side cutlery set, 1 white wine glass and 1 red wine glass, 1 napkin, 1 set of bread plates and knives. For dinner buffets, there will be a buffet counter with pre-prepared dishes.

 Service: includes 5 main steps.

Greeting guest: When guests enter the restaurant. A staff member is required to greet guests, ask about location, number of seats, and reservations.

Seating guest: The requirement at this stage is to lead the guest to the requested seat, and always pull out the chair to invite the guest to sit “lady first” (priority given to women).

Unfold napkin: Always stand to the right of the guest, use your right hand to take the napkin and put it behind the guest's back, unfold it slightly and then spread it on the guest's lap. Require quick, decisive movements, when doing something the first thing you say is "excuse me!"

Present menu: Present the menu to the guest, stand to the right of the guest, always give priority to ladies (lady first), present the drink menu first, wait until the guest orders a drink then present the food menu. While the guest is choosing food, the waiter will give the drink order form to the bar to prepare for the guest.

Taking order (recording the dishes requested by the customer): the order will be recorded on a “captain order” book (recording the dishes requested by the customer), each order has 3 sheets. The white sheet is kept by the waiter, the pink sheet is given to the cashier, the yellow sheet is given to the kitchen if ordering food, and the bar if ordering drinks. Drinks and food must be ordered separately. If the customer orders dessert, the order must also be recorded separately. For food orders. The waiter must note which dishes should be placed first, last, or all at once so that the kitchen can understand and carry out the correct order of the customer's request.

 Billing and seeing off guests: Billing must be highly accurate, must proactively say goodbye and after guests leave the restaurant, the waiter must quickly clear the table to continue serving the next guests.

There are also other requests during the dining process. Staff must be observant and quick to respond to those requests.

With the supervision and guidance of the supervisor, Mr. Nguyen Tuan Phong, I was able to apply the knowledge I had learned into practice and also gain more practical experience through his guidance. In general, the work processes at the Grand restaurant met the standards close to what I had learned at school, with only a few minor variations in the use of woven bamboo tablecloths.

2.3.3. Characteristics of the restaurant's customer market:

The restaurant's customers are mainly Vietnamese, Asian (Japanese, Chinese, Korean) and a proportion of European and American customers. Vietnamese customers come to use the catering services through Saturday night buffet parties, wedding parties, birthday parties. Ordering food at the restaurant is very rare, foreign customers come to the restaurant mostly from hotel rooms. The restaurant's target customers are customers from factories in industrial parks in the province, and local customers in the city. In addition, there are also credit institutions in the province and government officials.

2.3.4. Market positioning of the restaurant in Wooshu hotel:

With a team of professional, enthusiastic staff who always warmly welcome guests according to traditional Vietnamese culture with " a smile always on their lips ", attentive service along with a space decorated in the style of the South with sampans, tilted oars, juicy coconuts ... will bring diners interesting feelings when entering the Grand restaurant, diners will see the simplicity mixed with modern space. Coming to the Grand restaurant, from the diverse dishes prepared by a team of professionally trained, highly skilled and experienced chefs will bring diners dishes that are uniquely decorated but no less delicious. "The Grand restaurant will bring diners to interesting experiences "

2.4. Business performance of Wooshu International Hotel

2.4.1 Hotel performance in 2010

Unit: USD

January

10,088	July	59,080
February	17,568	August	59,976
March	60,919	September	73,597
April	62,958	October	83,685
Ladder 5	59,928	November	95,253
June	98,103	December	108,973

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Unit: USD

Figure 2.3 Hotel Revenue 2010

(Source: Wooshu Hotel Accounting Department)

Monthly revenue in 2010

120,000

108,973

98,103

100,000

95,253

83,685

80,000

73,597

62,958 59,928

59,080

60,000

60,919

59,976

40,000

20,000

17,568

10,088

Jan. Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Figure 2.4. Monthly revenue statistics table for 2010 of Wooshu Hotel

(Source: Wooshu Hotel Accounting Department)

Although it has only been operating since the beginning of 2010, the achievements that Wooshu has achieved are not small: Average monthly revenue increased by 14% (from March 2010 to December 2010). The main revenue comes from the two departments of Rooms and Food & Beverage of the hotel. However, if we consider the profit,

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