MINISTRY OF EDUCATION AND TRAINING

VAN HIEN UNIVERSITY

FACULTY OF FOREIGN LANGUAGE

ENGLISH FOR HOTEL AND RESTAURANT

STAFF

Full Name: Nguyễn Thị Kim Xuân

Student ID: 201A140225
Lecturer: Ngô Huệ Nghi
Date submitted: 28/11/2023
 ĐẠI HỌC VĂN ĐỀ THI KẾT THÚC HỌC
HIẾN
665-667-669
PHẦN Ký hiệu
(Áp dụng cho đề thi tiểu luận) VHU/ĐTTL-Khoa..
Điện Biên Phủ, P1 - Q3
08 3832 0333
Học kỳ: 1 Năm học: 2023-2024
Môn học: Nghiệp vụ lễ tân nhà hàng
KHOA NGOẠI NGỮ khách sạn
Ngày nộp bài: 28.11.2023
Tổng số trang: 4

Họ và tên: Nguyễn Thị Kim Xuân Mã lớp HP: 231HOS43501

MSSV: 201A140225

Ngành: Ngôn ngữ Anh

Chữ ký CB chấm thi 1 Chữ ký CB chấm thi 2

ĐIỂM THI
Hướng dẫn trả lời:
Thí sinh viết rõ câu trả lời của mình dưới dạng bài
luận

Writes essays about 1.200 words to illustrate your opinions.

Question 1. Describe a hotel staff position that you are interested in. Why do you take
interest in this position? (2 points)
Question 2. Describe some major issues facing the hotel staff and propose effective
solutions to these issues. (4 points)
Question 3. How will you apply the knowledge and skills gained in this module to
benefit you with your future job? (4 points)

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Question 1. Describe a hotel staff position that you are interested in. Why do you
take interest in this position?

One of the hotel staff positions I really interested in is chef. When I was a
kid, I used to watch cooking shows, especially Master Chef. This program has
given me a special love for the culinary profession. And that was also my dream
as a child.
For me, chefs are considered as a "soul" of a restaurant or hotel.
Furthermore, nowadays, eating is no longer an essential need. People also no
longer have the concept of "keep warm and well fed" anymore, they want to
experience more new things about cuisine, they want food that is not only
delicious but also eye-catching. So it is becoming innovative and upgraded
increasingly everyday to response their demands. Therefore, the role of the chef
is now even more important. From managing the kitchen to preparing ingredients,
creating and decorating dishes, and finally serving the most perfect finished
products to diners. In particular, the kitchen environment is a stuffy and hot space,
which is easily cause pressure, but the chefs still try the best to produce foods with
their full enthusiasm. Since then, I have a lot of respect for those who work as
chefs, as well as have more appreciation and esteem for this profession.

Question 2. Describe some major issues facing the hotel staff and propose
effective solutions to these issues.

Delicate situations in hotels and restaurants are always a concern for

employees working in this industry. Especially for those new to the profession,
they are still confused, but solving these situations requires a very skillful way of
handling them. And here are some common situations and how to solve them to
satisfy customers.

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 Situation 1: Guests complain about the hotel's service quality
Each customer has different perceptions and personal needs, so their
perception of service quality is also different. There are many problems for them
to complain about such as:
- Guests wait too long to check-in/check-out,
- Service prices are too expensive,
- Food quality is not good,
- Employee attitude,
- Unsatisfied with room quality,...
And if we unfortunately meet situations like the above, we should first
calmly acknowledge whether the problem is right or wrong. Sometimes there are
some problems when the hotel is not wrong, but the guests are not satisfied. At
this time, we should slowly explain to the customer or adjust it according to the
customer's wishes if possible.
If a guest complains about a hotel mistake, we should politely receive it and
immediately apologize for the unnecessary problem. Then record the incident
information and report it to the relevant department for resolution as quickly as
possible.

Situation 2: Guest reports losing property in their room

It is not unusual for guests to report losing property in their room. This is
always a problem that hotels are afraid of encountering, because if not handled
well, there will be many consequences later, affecting the hotel's reputation.
To minimize the possibility of incidents like this, hotels should have strict
management processes as well as regulations on preserving and protecting
customer assets. But if we are still unfortunate enough to encounter the above rare
situation, the first thing the staff needs to do is share and reassure guests.
- Ask where the customer last left the item to determine where it was lost.
- Help guests find lost items in the room.

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- If you cannot find it, notify the security staff and Department Head/House
Supervisor to find a solution.
- It is necessary to clearly determine who is responsible for the loss of property to
avoid the hotel having to pay compensation when the fault was not caused by the
hotel staff.

Situation 3: Customer has health problems

Next is another case in the hotel. This hotel situation for housekeeping staff
demonstrates flexibility in how the problem is handled. When detecting that a
guest is in pain (cold, headache, stomach ache...), the room staff must immediately
notify the medical staff to examine the guest. If the pain is mild, the room staff
will help the guest order appropriate food and remind the guest to take medication
as prescribed, paying attention to monitoring the guest until the pain is gone. If
the client is seriously ill, assist medical staff in taking the client to the hospital.

Situation 4: A stranger enters the guest's room

This is quite an redicilous situation because sometimes, it could be a friend or
relative of a visitor.
It can be divided into 2 cases below:
- In case a guest brings a stranger into the room:
Cleverly remind guests not to receive guests too long in the room, so that next
time guests do not bring strangers into the hotel room.
The Receptionist needs to observe to see if the stranger shows any unusual signs.
If they feel suspicious, they need to pay close attention to prevent any unforeseen
events from occurring so they can assist the guest promptly.
- In case strangers come to the guest's room on their own:
When seeing a stranger coming to a guest's room, the housekeeping staff must
contact the receptionist to ask if they are a new hotel guest or not.
If they are not a new guest, the room staff will cleverly tell the stranger to wait in
the lobby area. The receptionist will notify the guest to come down and meet them.

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 And those are some of the situations that are easy to encounter when
working as a hotel employee. But the common point of these incidents is that they
all require us to be calm when situations arise as well as demonstrate flexible
handling skills and high responsibility at work.

Question 3. How will you apply the knowledge and skills gained in this module
to benefit you with your future job?

After studying this course, I have learned more about the hotel and
restaurant staff industry.
First, the vocabulary we learned in this course is very diverse. We learn
about common tasks in a hotel, about the names of dishes, classifying types of
utensils when eating and drinking at restaurants,... Learning such vocabulary will
help me understand more about the services available in hotels. From then on, I
known their uses.
This will help me a lot in the future, when I have the opportunity to travel or work
at large hotels and restaurants, without being overwhelmed by their way of
working.
Second, I learned a lot of important grammar and sentence patterns in the
course. The sample dialogues about booking a room, ordering food, or hiring a
service are excellent and easy to apply. Getting familiar with these things helps
me feel more confident when communicating in hotels and it will be very useful
when staying or working in foreign hotels.
Finally, problem-solving situations in hotels and restaurants are also very
close and realistic. It teach me the basic way to fix a problem. This can also be
some small experience so that I don't have to be surprised if I encounter similar
cases in my future work.