Tài liệu Subject english for the hotel industry

lOMoARcPSD|15978022 MINISTRY OF EDUCATION AND TRAINING NHA TRANG UNIVERSITY FACULTY OF TOURISM FINAL REPORT THE BANQUET JOB The Banquet Attendant Lecturer: Nguyen Thi Huyen Thuong Subject: English for The Hotel Industry Class: 61.QTKS-1 Group: 7 Khánh Hòa – 2022 lOMoARcPSD|15978022 MINISTRY OF EDUCATION AND TRAINING NHA TRANG UNIVERSITY FACULTY OF TOURISM FINAL REPORT THE BANQUET JOB The Banquet Attendant Lecturer: Nguyen Thi Huyen Thuong Subject: English for The Hotel Industry Class: 61.QTKS-1 Group: 7 Khánh Hòa -2022 lOMoARcPSD|15978022 TABLE OF CONTENTS TABLE OF CONTENTS.........................................................................................................i TASK ALLOCATIONS...........................................................................................................ii CHAPTER 1: JOB DESCRIPTION THE ESSENTIAL RESPONSIBILITIES AND ACTIVITIES.............................................................................................................................1 CHAPTER 2: REQUIREMENTS..........................................................................................2 CHAPTER 3: WORKING ENVIRONMENT AND CAREER PATH STUDENT.........3 1. Working environment..........................................................................................................3 2. Career student path...............................................................................................................3 CHAPTER 4: ADVANTAGES AND DISADVANTAGES................................................4 1. Advantages............................................................................................................................4 2. Disadvantages.......................................................................................................................4 CHAPTER 5: INTERVIEW QUESTIONS..........................................................................5 CHAPTER 6: DEALING WITH COMPLAINTS (RELATED THE JOB)...................10 APPENDIX INTERVIEW QUESTION..............................................................................13 REFERENCES.......................................................................................................................14 lOMoARcPSD|15978022 TASK ALLOCATIONS No. Student ID Full name 1 61133993 Nguyễn Thị Thanh Nga 2 3 61132147 61134480 Võ Ngọc Anh Thư Lê Thị Cẩm Tiên 4 61131313 Nguyễn Thị Vĩnh Trâm 5 6 61133592 61131008 Nguyễn Thị Thúy Hằng Huỳnh Thị Thanh Tâm 7 61132257 Lê Thị Thanh Vân 8 9 61132291 61131941 Nguyễn Thị Út Xuyên Nguyễn Thị Thu Ngân 10 61131037 Nguyễn Tấn Thái Task description Dealing with the complaints Interview Questions Job description Advantages and Disadvantages Interview Questions Interview Questions Dealing with the complaints Requirements Interview Questions Working environment and career path Completion (%) 100 100 100 100 100 100 100 100 100 100 lOMoARcPSD|15978022 CHAPTER 1: JOB DESCRIPTION THE ESSENTIAL RESPONSIBILITIES AND ACTIVITIES To contribute to the satisfaction of the guests attending the events, the banquet attendants must make sure to set up and prepare enough seats and food before the events take place. Banquet attendants are responsible for welcoming guests to the events. At the same time, they will also be the ones to assist guests in finding the appropriate seating positions that have been arranged and take care of the attendees to create comfort during the events. In case the customers have questions about the menu of the events or when the dishes are served late, the banquet attendants will also assist with the presentation and introduction of the menu content, and the drinks that are about to be served at the events. In addition, the banquet staff will also assist in suggesting the order of dishes or how to combine drinks so that party guests feel satisfied when enjoying. When the official event takes place, the banquet attendants will serve activities such as making dishes and drinks for all participants; this is also an essential task of a banquet attendant. The process of serving food will also go along with the continuous cleaning of the finished dishes customers have used to continue serving new dishes. Like the waiter or waitress, the banquet attendant is responsible for setting up and cleaning the dining table to ensure the party is always in a state of readiness to receive guests. Attendants often have to spend a lot of time cleaning up leftovers, including eating utensils from the table. After that, the tables, chairs and decorations will be rearranged according to the original design of the party after each event. Banquet attendants will be responsible for setting up and serving many different types of parties and events such as Gala Dinner, Meeting, Buffet, and Wedding... In these types, the work of the banquet attendants will also change slightly to be able to support the customers to the maximum. lOMoARcPSD|15978022 CHAPTER 2: REQUIREMENTS Banquet attendants must have a high school diploma or higher and a certificate or degree in a hotel-related field is often preferred. The attendant must have professional knowledge, and experience working in restaurants - hotels and have at least one foreign language other than their mother tongue. The male attendant is from 1m70 or more, female from 1m58 or more. And to be able to work in the banquet department, the banquet attendant needs to good health because the nature of the job is quite strenuous, standing for a long time due to working long hours, and constantly moving feet. Banquet attendants must have an agile, dynamic working style and come to work on time. The attendant must have a good attitude, be eager to learn, honest and optimistic personality to withstand high work pressure. Besides, the attendant of the banquet department needs to be equipped with many other skills such as arranging and time management skills to ensure that the food is always served on time, keeping the appropriate temperature. The attendant needs to have observation skills and meticulousness in every detail to ensure the job is completed in the best way to avoid mistakes. Next, attendants need to have active listening skills to understand and judge guests' needs to provide them with the best service and bring them beyond satisfaction. Good communication skills and the ability to react and solve problems sensitively and skillfully will be a plus point and a necessity in a party environment. Guest care skills, caring about the preferences and feelings of each guest is a necessary subtlety in a good banquet attendant. And finally, the skill that the banquet attendant needs to have and practice is the ability to multitask in a dynamic and fast-paced environment like the event department. lOMoARcPSD|15978022 CHAPTER 3: WORKING ENVIRONMENT AND CAREER PATH STUDENT 1. Working environment Banquet attendants will work in hotels, restaurants, convention and convention centers, corporate meeting centers, and other large venues where food and drinks are served. Attendants may interact with various types of guests on a regular basis. The working environment is dynamic and bustling, so banquet staff will also like to work with many people and always feel comfortable in a crowded environment at events. Depending on the employer and the event, banquet staff may work evenings, holidays, or weekends. With a working environment that is fully equipped with technical facilities, such as a banquet, it will help attendants improve their efficiency and make their jobs easier. In addition, the banquet is also a department with good salaries, bonuses, and welfare policies that will motivate attendants to work. And finally, the banquet will work as a team on events. Each attendant will have a team spirit and a strong attachment to each other that they will develop together. That will create a comfortable and professional working environment that connects attendants like a family. 2. Career student path If you have enough passion, being a banquet attendant will be a good career with a clear career path to help you strive every day to achieve your dream position in the future. First, you will start as an attendant. After that, you will be promoted to banquet captain. A higher position than captain is banquet supervisor. And at the head of the banquet department is the banquet manager. Some may move into other aspects of the hospitality industry, such as hotel or restaurant management. lOMoARcPSD|15978022 CHAPTER 4: ADVANTAGES AND DISADVANTAGES 1. Advantages Banquet attendants will have advantages when they do their job well. Firstly, they will learn and improve their professional knowledge, improve skills such as teamwork skills, leadership skills, time management skills, etc. Second, attendants have an opportunity to work in a dynamic and creative working environment. In addition, this job position’s contact with many guests from many different countries will help attendants improve their foreign language skills and communication skills. On the other hand, if there are efforts at work, their career opportunities can be promoted smoothly. Finally, if they are more successful, they will be able to open their own business about catering services establishment or become consultants. 2. Disadvantages Besides advantages, there are some disadvantages for banquet attendants. Firstly, the constant work intensity makes attendants easily bored and tired. In addition, because of the nature of the job move a lot, most of them are standing throughout the shift and often carrying and carrying heavy objects, so the banquet job requires attendants to have good physical strength. The second is about working time, because the work has a regular nature that takes place in the evening and especially often takes place on weekends and holidays of the year... So most of the banquet attendants must accept to work these days and evening shifts. Besides, meeting and interacting with many tough guests will make it difficult for most attendants in the process of working if something goes wrong. In addition, some parties will have foreign guests, so there will be limitations when serving if there is a language barrier between the attendant and the guest if the attendant is not fluent in English. Finally, banquet attendants often have to spend a lot of time rearranging tables, chairs, and decorations by the original design after the party ends. Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 CHAPTER 5: INTERVIEW QUESTIONS CONVERSATION 1 Hằng (Interviewer) – Thư (Applicant) Interviewer: Hello, good morning Ms. Thu. Thanks so much for coming in. Applicant: It’s my pleasure, thanks so much for meeting with me. Interviewer: Of course. Did you have any trouble finding the office? Applicant: Nope. The directions in the email were great. Interviewer: Good. So, to get started. Why don’t you tell me a little bit about yourself? Applicant: Sure. My full name is Vo Ngoc Anh Thu, I studied at Nha Trang University. I am an energetic person who likes to interact with many people and is not afraid of difficulties. My goal in the next 5 years is to work in the banquet department because that's my passion. Interviewer: That’s great. Why do you want to be a banquet attendant? Applicant: Banquet attendant allows me to get to know other people, which I enjoy, but it also allows me to learn quickly and develop new skills, and ensure I can deliver the top-notch service everyone expects when they go out to eat. Interviewer: What is your greatest strength? Applicant: I am a calm person. When problems happen, I’m able to stay calm, coming up with an instant effective solution. I believe that I have enough experience to do a good job as a banquet attendant. Interviewer: If a guest complained about bad service, what would you do? Applicant: I always do my job with high responsibility and try to serve to exceed the expectations of the guest. But if that case happened, I would apologize and try to correct my mistake. Interviewer: Do you prefer working independently or on a team? Applicant: I can work independently and in a team. According to the job description, some jobs require teamwork, others require working independently. And I firmly believe that I can do both well. Interviewer: Ok Ms. Thư. Interview done. Do you have any questions for me? Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 Applicant: No, I don’t. I believe that I can handle it with ease, and I hope to have the opportunity to work for you. Interviewer: Yeah I hope so. Nice meeting you Ms. Thu. Applicant: Nice meeting you too. And thank you so much. CHANGE ROLES Thư (Interviewer) – Hằng (Applicant) Interviewer: Hello, good morning Ms. Hang. Thanks so much for coming in Applicant: It’s my pleasure, thanks so much for meeting with me Interviewer: Of course. Did you have any trouble finding the office? Applicant: Nope. The directions in the email were great. Interviewer: Good. So, to get started. What is your career goal? Applicant: My goal in the next 5 years is to work in the banquet department because that's my passion. I want to become a valued attendant of a company. I want to make a difference and I’m willing to work hard to achieve this goal. I don’t want a regular career, I want a special career that I can be proud of. Interviewer: That’s great. How would you deal with an angry customer? Applicant: After listening to the customer, I would try and think of a solution. If I’m unable to deal with the problem myself, I’d find my manager or another senior member of staff. Interviewer: Job in banquet deparment is repetitive. What would motivate you to do it well every day? Applicant: To be honest, I do not consider this job repetitive. While we do the same things every day, the guests change all the time, there are problems we need to address and solve, and many interesting things happen in a restaurant every day. All this is motivation in itself! Moreover, I can: Motivating others and promoting a positive atmosphere in the restaurant. Living a healthy lifestyle. Eating the right foods and drinking lots of water in the office can have a big impact on my concentration levels. Breaking my workload up into daily or hourly targets to ensure that the next small success is never too far away. Interviewer: Why should we hire you? Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 Applicant: I am self-motivated and a quick learner. I love to take on new challenges in order to increase my knowledge and skills. I always try to learn from my mistakes. If you hire me, I will work hard for the organization growth. I need a platform to prove my skills. Interviewer: Ok Ms. Hang. Interview done. Do you have any questions for me? Applicant: No, I don’t. I believe that I can handle it with ease, and I hope to have the opportunity to work for you. Interviewer: Yeah I hope so. Nice meeting you Ms. Hang. Applicant: Nice meeting you too. And thank you so much. CONVERSATION 2 Tâm (Interviewer) – Ngân (Applicant) Interviewer: Hello Ms. Ngan, nice to meet you. I’m Tam, Banquet Manager of HOPE Hotel & Spa. Applicant: Nice to meet you, Ms. Tam. My full name is Nguyen Thi Thu Ngan. Interviewer: First I would like to congratulate you on passing our aptitude test. You did very well. Applicant: Thank you Interviewer: So, how did you hear about the banquet attendant job? Applicant: I saw an advertisement online. I clicked on it and it brought me to your company’s website, where I applied for it. Interviewer: I get it. Do you have any experience in this job yet? Applicant: I worked at Sheraton Nha Trang Hotel & Spa as a banquet attendant for 6 months. Although the boss was very nice and the working environment was really suitable for me, because the company was very far from my house. Every day I wasted so much time commuting from house to company and it was very tiring. That’s why I left the job. Interviewer: Can you tell me about a time when you had to deal with a difficult guest and what you did in the situation? Applicant: I have met a lot of difficult guests since I worked as a banquet attendant. Mainly because they have a short temper, they can overreact to problems that are not serious. My handling is: First, I will listen to the customer and do not interrupt them. Then thank the guest for bringing the problem to my attention. After that, I will Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 sincerely convey to the guest my apology and determine what the guest is seeking as a solution. Lastly, I will act on the solution with a sense of urgency. My rule of thumb is to focus on staying calm. Use problem-solving to handle situations quickly. Interviewer: What are your salary expectations? Applicant: My salary expectations are in line with my experience and qualifications Interviewer: Ok Ms. Ngan. Interview done. Do you have any questions for me? Applicant: No, I don’t. I believe that I can handle it with ease, and I hope to have the opportunity to work for you. Interviewer: Yeah I hope so. I will call you tomorrow if you get the job. Applicant: Thank you so much. CHANGE ROLES (ĐỔI VAI) Ngân (Interviewer) – Tâm (Applicant) Interviewer: Hello Ms. Tam, nice to meet you. I’m Ngan, Banquet Manager of HOPE Hotel & Spa. Applicant: Nice to meet you, Ms. Ngan. My full name is Huynh Thi Thanh Tam. Interviewer: First I would like to congratulate you on passing our aptitude test. You did very well. Applicant: Thank you Interviewer: Let’s get started. What are the skills that a banquet attendant should have? Applicant: A banquet attendant need excellent time-management skills to ensure food is served on time and at the proper temperature. Attention to detail and monitoring skills. Active listening skills are necessary for understanding instructions and carrying out tasks properly and efficiently. Interviewer: What method do you use to keep tables and counters clean when serving banquets? Applicant: In my previous banquet position, during cleaning, I carry a cleaning rag and cleaning spray in my apron. Wherever there are stains on the table or the dining table, I will wipe them clean before doing the next job. Interviewer: Do you regularly check with guests to make sure they’re enjoying their meals? Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 Applicant: Subsequent to inquiring as to whether they have a scrumptious dinner, if the client isn't fulfilled, I can address this by saying 'sorry' and furnishing a free treat with another one. Interviewer: What made you want to work in the banquet department? Applicant: I enjoy working in the banquet department. I love being around people, and I enjoy talking to different guests and serving them. Moreover, working at the banquet will help me build related skills like guest service, communication, and the ability to work well in a fast-paced environment. Those are all things I want to learn more and become great at. Therefore, I believe this position offers everything I look for in a good job. Interviewer: What do you expect from your manager? Applicant: The most important thing I want from my manager is constructive feedback so I know where I need to improve. I want to continually grow and having a good manager will help me achieve my goal. Interviewer: Ok Ms. Tam. Interview done. Do you have any questions for me? Applicant: No, I don’t. I believe that I can handle it with ease, and I hope to have the opportunity to work for you. Interviewer: Yeah I hope so. I will call you tomorrow if you get the job. Applicant: Thank you so much. Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 CHAPTER 6: DEALING WITH COMPLAINTS (RELATED THE JOB) Working in the banquet department, banquet attendants have to face and deal with many difficult situations from guests. To solve these problems, banquet attendants must have a thorough understanding of dealing with the complaints method. The main steps in handling the guest complaints are: Listen – Apologize – Solve – Thanks. CONVERSATION 1 Vân (Guest) – Nga (Banquet Attendant) A guest at the event complained about beef stewed with red wine was too tough. Guest: Excuse me! Would you mind telling me who’s the cook? Banquet attendant: What’s wrong, Madam? Is there anything I can help you with? Guest: Well, I feel very disappointed that the food in your international five-star hotel was so awful. The beef stewed with red wine was too tough. Banquet attendant: I really apologize for this mistake, Madam. Please wait a minute, I'll check with the chef. For now, allow me to get you a new dish. Guest: That’s good. I hope I won’t be disappointed with the food quality again. 3 minutes later Banquet attendant: Here’s your new dish. I’m sorry that you’ve had a bad experience. It was the chef's mistake and I checked with him. I make sure that doesn’t happen again. As a token of our apologies, we would like to give you an extra dessert. Enjoy your meal! Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 Guest: Thank you so much Banquet attendant: It’s my responsibility. Do you need anything else, Madam? Guest: No, I don’t. I feel very satisfied Banquet attendant: Thank you so much for letting us know about this situation, Madam. Have a nice event! CONVERSATION 2 Nga (Guest) – Vân (Banquet Attendant) A guest at the event complained about the delayed services and rude new attendant at the event Guest: Excuse me! Would you mind telling me who’s the banquet manager? Banquet attendant: What’s wrong, Madam? Is there anything I can help you with? Guest: I’ve been waiting for 10 minutes already and I don’t see the attendant services at this table. Where did she go? She still hasn't shared the food for me. Her attitude was never friendly. I feel very disappointed that your five-star hotel hired an attendant like her. Banquet attendant: I really apologize for this mistake, Madam. She's a new attendant, so her skills are limited. For now, allow me to share the food for you. After sharing the food Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 Banquet attendant: I have shared the finished food. Please wait a minute, I'll check with the banquet manager about this situation and I will come back and confirm with you Guest: Doesn’t matter Attendant comes back Banquet attendant: I checked with the banquet manager. I make sure that doesn’t happen again. New staff will be retrained and we will replace someone else to serve you. Enjoy your meal! Guest: That’s good. Thank you so much Banquet attendant: It’s my responsibility. Do you need anything else, Madam? Guest: No, I don’t. I feel very satisfied Banquet attendant: Thank you so much for letting us know about this situation, Madam. Have a nice event! Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 APPENDIX INTERVIEW QUESTION 1. Tell me a little bit about yourself. 2. Why do you want to be a banquet attendant? 3. What is your greatest strength? 4. If a guest complained about bad service, what would you do? 5. Do you prefer working independently or on a team? 6. What is your career goal? 7. How would you deal with an angry customer? 8. Job in the banquet department is repetitive. What would motivate you to do it well every day? 9. Why should we hire you? 10. How did you hear about the banquet attendant job? 11. Do you have any experience in this job yet? 12. Can you tell me about a time when you had to deal with a difficult guest and what you did in the situation? 13. What are your salary expectations? 14. What are the skills that a banquet attendant should have? 15. What method do you use to keep tables and counters clean when serving banquets? 16. Do you regularly check with guests to make sure they’re enjoying their meals? 17. What made you want to work in the banquet department? 18. What do you expect from your manager? Downloaded by Quang Quang ([email protected]) lOMoARcPSD|15978022 REFERENCES 1. Hotel, V. (2022). Banquet là gì? Chức năng và nhiệm vụ của bộ phận banquet. Retrieved from vissaihotel.vn: https://vissaihotel.vn/vi/blog/banquat-la-gi.html 2. Ninh, Đ. (2020, 11, 01). Banquet là gì? Cơ cấu nhân sự bộ phận banquet trong khách sạn. Retrieved from huongnghiepaau.com: https://www.huongnghiepaau.com/banquet-la-gi Downloaded by Quang Quang ([email protected])