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INTERNSHIP REPORT

JANUARY 17, 2013 APRIL 11, 2014

-BANYAN TREE RESORTS & SPA-

-SAFFRON-

-WAITER-

CHEN KO-TING

1551008863 TABLE OF CONTENTS

Title page.1

Acknowledgment...........3

Executive Summary...3

Table of contents

4.1 Description of the Company..4

4.2 Company Profile..5

4.3 SWOT Analysis....7

4.4 Job Duties & Responsibilities8

4.5 Problems encountered in assigned tasks and handling job assignment9

4.6 Advantage and Disadvantage of the Internship10

4.7 What Knowledge and Skills you have developed during your training period?....11

4.8 Solutions & Recommendations....13

4.9 Future Career Plan.13

4.10 Reality of the Internship...14

4.11 Three Different Competencies Skills.15

4.12 CV18

4.13 Recommendation Letter ..20

4.14 Reference Letter ...22

4.15 Attendant Sheet.23

ACKNOWLEDGEMENT

I would like to thank few people for their love, support and guidance without which I couldnt have had completed my internship. I thank my family for their constant encouragement. The internship would not have been complete without the help of my manager Khun Kwan, Khun Ann, Khun David (Director of Banyan Tree Cuisine) and other team members; Khun Dee (HR Manager) and a blot more. They have taught me, guided and supported me throughout every work and making the working environment and giving the professional path a new outlook. I express my gratitude to Banyan Tree Resorts & Spas for giving me an opportunity to prove my capabilities and be resourceful and keeping faith in me.

EXECUTIVE SUMMARYThis is the report of the work experience of the intern in Banyan Tree Resorts & Spa, Bangkok. The work period was from January 17, 2013 till April 11, 2014. The intern work in the Food and Beverage Section as a waiter, to ensure the guests receive high quality services and service provision . The work involved high quality services and health and safety and procedures (HACCP) . The intern faced slight problems like lack of local language skill, lack of field expertise etc but was able to fulfill all the required needs of the work through training. The solutions put forth are overcoming linguistic barrier and proper training to complete the work provided. The intern has been able to apply the concepts and experience of the work with the theories learned in the course.

4.1 DESCRIPTION OF COMPANY

Banyan Tree is a developer of premium luxury resorts, hotels, and spas throughout the Asia Pacific. Banyan Tree is primarily concerned with the development, management, and ownership of resorts and hotels, but is constantly improving and expanding the market. Banyan Tree is associated with 42 resorts, 65 spas, 65 retail galleries, and 3 golf courses. In 1994, the first Banyan Tree Resort opened in Phuket, Thailand and since then they have received over 300 awards for the facilities managed by Banyan Tree. In addition to receiving awards for their luxury accommodations, Banyan Tree has been recognized for its dedication to preserving the environment and its emphasis on social responsibility.

Department Food and Beverage Saffron

Period of internship January 17, 2013 ~ April 11, 2014

Supervisor K. Kwan / K. Ann

Designation Saffron Manager/ Saffron Supervisor

Company Address & Contact Number Banyan Tree Resorts & Spas (Thailand) Co., Ltd.21/100 Thai Wah Tower II,52nd Floor, South Sathorn Road,Bangkok 10120, ThailandTel: +66 2 677 3100 ext 1600

4.2 COMPANY PROFILE

Through the years, Banyan Tree Spa has been recognised as the Worlds Best Spa in numerous international awards, strengthening our brand presence in the regional spa industry, and increasing awareness amongst global travellers. The innovation of the tropical garden spa concept has not only spurred the phenomenal growth of the regional spa industry, it has also made visiting spas a needed addition to lifestyle preferences. The popularity of spas has seen not only resorts, but every city hotel, town club, retail complex, residential condominium or even office adding a spa to their wish list of leisure facilities.

When Banyan Tree Spa opened in Phuket in 1994, it pioneered the tropical garden spa concept with its Eastern therapies and holistic focus on spiritual, mental and physical harmony. As the first luxury oriental spa in Asia, it reintroduced an exotic blend of ancient health and beauty practices which have been passed down from generation to generation. In its early years, Banyan Tree Spas were found exclusively within Banyan Tree resorts and hotels. Taking the business to new directions, strategic partnerships and business development opportunities were formed, leading in 2001 to the creation of the Oberoi Spa by Banyan Tree brand, the introduction of Elements Spa by Banyan Tree brand in 2007 and in 2009, the first Okura Spa by Banyan Tree. With the creation of sister brand Angsana Hotels and Resorts brand, Angsana Spa was conceptualised to embrace the contemporary, holistic and non-clinical tropical garden spa concept. The flagship Angsana Spa was introduced at Dusit Laguna Resort, Phuket in 1999, and subsequently, Angsana Spa flourished globally. More than 40 Angsana Spas can be found in Angsana resorts and as standalone spas in countries like Australia, China, Egypt, Guam, Hong Kong, India, Indonesia, Ireland, Japan, Laos, Malaysia, Maldives, Mauritius, Morocco, Portugal, Qatar, South Africa, Sri Lanka, Taiwan, Thailand, United Arab Emirates and Vietnam.

Training and Expansion

Banyan Tree Spa Academy was established in Phuket, Thailand in 2001 to ensure a high level of consistency and quality that is synonymous with the Banyan Tree Spa experience. The Banyan Tree Spa Academy trains hundreds of therapists annually for both Banyan Tree and Angsana Spas. The training programme encompasses all areas of spa therapy, including knowledge of the human anatomy and important pressure points, modern and traditional massage techniques, variation of body weight for different techniques, knowledge of skin epidermis and facial applications, properties of different herbs and spices, preparation of spa ingredients, setting up of treatment rooms and spa pavilions, and standard greeting procedures. The Academy is accredited by Thailands Ministry of Education and Ministry of Public Health.

Mission "We want to build a globally recognised brand which, by inspiring exceptional experiences among our guests, instilling pride and integrity in our associates and enhancing both the physical and human environment in which we operate, will deliver attractive returns to our shareholders."

ValuesI Innovation Encourage associates at every level to innovate and make it realD Diversity Valuing cultural and individual differences and viewsE Empowerment Allowing associates to use their initiative and judgementA Accountability Encouraging and fostering ownershipL Learning Learning from the internal and external environmentS Synergy To gain positive results from teamwork4.3 SWOT ANAYLSIS

STRENGTH High quality and recognition of their brand Provide good spa experiences to the customers based on local culture Social responsibility as a brand value Know-how in hotels and resorts spa management Within hotel and resort premises Centralized services

WEAKNESS Geographical location mostly in Asia High vulnerability to Thailand workers strike

OPPORTUNITIES Worldwide expansion Create a new brand to penetrate into other business segments Partnership with international airwaysTHREATSPrice WarChanging TechnologyEconomic instabilityExchange rate fluctuationsLower cost competitorsMaturing categories

4.4 JOBS DUITES & RESPONSIBILITIES

A Restaurant Server will welcome customers into the restaurant and seat them according to their needs. They interact with the customers directly and quickly in a manner which promotes the highest level of customer service. They are also involved in the receiving and delivering of food orders and have the ultimate responsibility of ensuring that all monies are received from the customer for services which we provide to them. Customer service is paramount with a Restaurant Server.

Jobs Purpose Arranging the dining room Welcoming and serving Restaurant guest Tidying the dining room after meal serviceKey Responsibilities To ensure the guests receive high quality services and service provision To ensure that health and safety and procedures especially HACCPSkills Hygiene Politeness Team working Sales ability The ability to listen: understanding how to detect customer needs Attention to detail Sensitivity to customers: good relationship skills Physical and mental resilience Thoroughness Organisation: multi-skilled Adaptability/reactivity Good time-keeping

4.5 PROBLEMS ENCOUNTERED IN ASSIGNED TASKS AND HANDLING JOBS ASSIGNED

Multiple Tasks: Definition: Multiple works are assigned at times from outlets all over the world.Cause: Lack of language skill to meet the requirements of writing and editing and less number of staff.Effect: Work is to be hurried to meet the deadline so sometimes slight errors are seen.

Language Barrier:Definition: Communication between staff and customers is difficult sometimes.Cause: This is mainly due to lack of knowledge of foreign language.Effect: Miscommunication is observed most of the time leading to problems in understanding the promotions or booking time for dining . Confusion also arises when trying to book a table.

4.6 ADVANTAGE & DISAVANTAGE OF THE INTERNSHIP I believe the advantage of training her in Banyan Tree Resorts and Spa is the people connect from customer to staff member, by this I mean as a waiter the job description is to serve the customer but you can also interact with them, asked them question to let them feel you care about them, and by this I been to all the restaurant through this hotel to help out the staff member and meet lots of difference customer satisfaction. The staffs are all helpful in providing you information that would be a great help in the future. They are all willing to teach you and answer all your questions and concerns regarding your internship. They have a positive environment and they are all works like one big family.

The only disadvantage you get is that if you would want to be more in action when it comes to dealing with customers and menu specials you have to start your internship during high season or else you will not be able to experience it first-hand but only rather learn it things from the staff.

4.7 WHAT SKILLS YOU HAVE DEVELOPED DURING YOUR TRAINING PERIOD ?

Skills: The skills that I have develop I believe is that to be an active listener and learner. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. In addition to that to be able to understand the implication of new information for both current and future decision making. Another thing I was able to develop was to have a good coordination and time management. This means being able to adjust your action in relation to others actions and to be able to use your time wisely and make sure to be on time. Service orientation is another skills I have learned during my training period it is how active you are looking for ways to help people.

Attitude: I have gained the attitude of being reliable, responsible and dependable in fulfilling my obligations plus to be careful about detail and thorough in completing work tasks. In addition to that I have gained to be flexible or to be open to changes (positive or negative) and to be considerable in different aspect of the workplace. Be pleasant with others on the job and displaying a good-natured, cooperative attitude as well as sensitive to others' needs and feelings and being understanding and helpful on the job. I have developed to be able to do things on my own with no supervision and depending on myself to get things done and that is where willingness to take on responsibilities and challenges when certain situation arises takes place or in other words initiative. I was also able to maintain composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

Important Lesson Learned:I believe the most important lesson I learned is that in this kind of industry we need to have good team work. We need to learn how to really cooperate and coordinate well not only within your department but also with other department to be able to provide a good quality of product and service. You are responsible with safety and comfort of the customer so you have to be careful in every detail. Professional attitude is required in this kind of industry.

What should have been prepared to have a successful training?: I think what I should have prepared myself so that I would have had a more successful training is that I should have study more about the hotel industry in advance aside from the things I have learned in my classes to provide a more efficient work. In this way it would be much easier for our supervisors to explain certain things. If we have the advance knowledge about the hotel industry we would have saved more time from explaining and do get into doing things faster.

4.8 SOULTIONS AND RECOMMENDATIONS Encourage Thai staff to indulge in communicating in English more often. Employ more staff according to the business needs. Try to maintain goodwill and continue a good rapport with the customers. Employ an associate who has command over various languages while dealing with overseas Customers.

4.9 FUTURE CARRER PLANMy future carrier plan is to be a F&B Director and to able to reach my goal I need to learn more about the food industry around the world. How an Hotel Industry operates when it comes to handling different variety of food. Its better to have the knowledge in every part of the operation that is related to F&B. My experience here in this hotel has helped me by providing me more knowledge regarding in Food and Beverage industry. The idea of how certain department in the hotels industry works especially in the F&B department. This company also helps me to have a clearer goal in my future career and set my mind straight in what path that I want to be headed to. To be able to achieve my goal I should go straight to the point and be determined it the path that I want.In addition to that is to be an efficient employee to an organization. Such as having teams work within your organization whatever departments they are from we have to think that we are one for every employee contributes to every customer. We must hold ourselves accountable for our responsibilities. Explore all options to accomplish goals and find a way to succeed. Develop way to measure our performance so we can track progress and create goals for improvement. To be the best at your job you must love the work you do everyday.

4.10 REALITY OF THE INTERNSHIP

The internship program helped me understand the professional work style in another country. I was resourceful to the company and so was the company to me. I understood the importance of working in a team, about cooperation and coordination and to be more disciplined. It has helped me to focus on my leadership abilities, my creative skills and in dealing with customers worldwide. The internship gave me an opportunity to interact with foreign colleagues and work for outlets in other countries each having its own traditional and cultural aspect.

4.11 THREE DIFFERENT COMPENTENCIES SKILLS

Competency/Skill 1Competency/Skill:TEAMWORK

Answer:(S): While working as a Waiter internship student at Banyan Tree Resort and Spa in the department of Food and Beverage Department in the past years.

(T): My team was assigned to serves the VIP after an meeting conference and to make them feel good as a big family.

(A): In our 40 team members, I was assigned for putting amentias on the sixteen round table, but the amentias in that day was ready for some reason the dish washer forget to wash.

(R): For this we the dish washer got an complain but still we manage to wash all the utensil that need to used on that day and the dining was successful.

Competency/Skill 2Competency/Skill:Dependability

Answer:(S): Working as a Waiter student at Banyan Tree Resort and Spa in the department of Food and Beverage Department and was told not be late.

(T): I was told to be on time from the start day of my work or else the salary will be deduct and plate the utensil in the restaurant before it open to the customer.

(A): My house is around on nut, leave thirty five minutes early, arrive hotel; check the stock and the utensil and the reservation number and stock of food and water.

(R): I arrive the hotel forty minutes early than my working time, start checking the stock that going to used on the day and the utensil plate on the table before the manager arrive and check everything will be done before she arrive.

Competency/Skill 3Competency/Skill:Organization/Time Management

Answer:(S): Working in Banyan Tree for one year and been to different department and there are different tasked to be done like function seat plan, cocktail floor plan and etc.

(T): I was given to do one of the function seat plan and a cocktail floor plan for both restaurants in Banyan Tree.

(A): Both task due one day early and one day late, but one of the function organizer calls and change to have the same day with other function but still the plans was done before hand.

(R): For the Function seat plan, dont need to change any floor plan, but for the cocktail floor plan we need to redo and resign under one hour and we manage to do and be approve by the organizer of the cocktail party and it was a great night and still Im a waiter in that day function for cocktail party on the 52 floor Latitude Bar