THE INTERNSHIP PROCESS OF VIETSENSE TRAVEL JOINT STOCK COMPANY

THUONGMAI UNIVERSITY ENGLISH FACULTY  INTERNSHIP REPORT Company: VIETSENSE TRAVEL JOINT STOCK COMPANY Supervisor: Vu Thi Thu Trang Student: Pham Thi Thu Class: K54N3 Student code: 18D170138 -Hanoi- TABLE OF CONTENT LIST OF TABLES, DIAGRAMS AND FIGURES No List Content Page Image 1.1 Logo of the company Diagram 1.1 Organizational structure of Vietsense Travel Joint Stock Company 10 Table 1.1 Business results of Tourism Joint Stock Company Vietsense over years 2017-2018 13 LIST OF ABBREVIATIONS No Abbreviations English meaning VNĐ Vietnam dong HR Human resources Dept Department SEO Search Engine Optimization No Number order Vietnammese meaning Việt Nam đồng Nguồn nhân lực, nhân Phịng Tối ưu hóa cơng cụ tìm kiếm Số thứ tự INTRODUCTION The travel industry is a significant financial and social field that has been perceived in both developed and developing nations The travel industry is the brief development of individuals to objections outside their typical work environments and home The exercises attempted during their visit in these objections by offices are intended to provide food the necessities of the purchaser The travel industry helps the public authority as well as individuals that live in the neighborhood It makes a business just as work openings for the nearby individuals which at last assist the public authority with acquiring pay As we realize that the travel industry contributes dramatically to the income of the country Additionally, the public authority involves this pay for the development and improvement of the country Similarly, Vietnam is also a country famous for its tourism industry with a ton of worldfamous scenic spots Obviously, the tourism industry in Vietnam is considered to be very developed and brought a great deal of value not only for the country's economy but also for human's living standards In recent years Vietsense travel Joint Stock Company is a famous travel company with domestic and international travel combo packages stretching from the North to the South of the country As a final year student at the University of Commerce, I am honored to have the opportunity to become an intern: a sales specialist here After a month of working here with the help and guidance of the management and former employees, I had the opportunity to apply the knowledge and skills learned in the university, applying it to my work sales and complete this internship report I would like to express my deep gratitude to my direct instructor at ThuongMai University as well as all the staff and management team of Vietsense Travel Joint Stock Company However, because of my limited knowledge and limited time, this report cannot avoid several mistakes I hope to receive your comments and suggestions to make my report more comprehensive Hanoi, 15 January, 2022 Student Pham Thi Thu CHAPTER 1: GENERAL OVERVIEW OF VIETSENSE TRAVEL JOINT STOCK COMPANY 1.1 General information 1.1.1 General information about Vietsense Travel Joint Stock Company VietsenseTravel is a joint stock company specializing in providing prestigious domestic and foreign tours and services with many achievements after 10 years of establishment and development VietsenseTravel's products range from northern mountainous routes such as the Northwest, Ha Giang, Lang Son to southern sea tours such as Phu Quoc, Con Dao In addition, VietsenseTravel is also a company specializing in Asian tours such as Thailand, China, Japan, Korea with an affordable price but quality assurance which can always meet the satisfaction of visitors Moreover, Vietsense company has high-class tours like DuBai, Europe with a variety of products as well as superiority in price and quality • Name of the company: Vietsense Travel Joint Stock Company • Type of the company: Joint Stock Company • Head office: 88 Xa Dan - Dong Da - Hanoi • Hotline: (024)3972 8289 • Fax: (024)39728298 • Business registration certificate number: 0104731205 on June 3, 2010 • International travel license number: 01-687/2014/TCDL-GP UNT • CEO: Nguyen Van Tai • Representative office in Ho Chi Minh City: 225/19 Nguyen Dinh Chieu, Ward 5, District • Phone: (028) 38181859 • Fax: (028)38343289 • Main website: http://vietsensetravel.com • Main Fanpage: https://www.facebook.com/dulichvietsense.com.vn • Call center: 1900545519 Image 1.1: Logo of the company After 10 years of development, VietsenseTravel has always made great strides with the most recent achievements: 2018 VietsenseTravel has won the top 10 best travel awards of the year by the Ministry of Culture, Sports and Tourism which is organized by the Vietnam National Administration of Tourism The awards of previous years such as: Asean High Quality Service - 2016, Vietnam Trust Brand - 2015, etc… 1.1.2 The process of foundation and development of Vietsense Travel Joint Stock Company Vietsense travel joint stock company formerly known as Vietsense tourism and service company limited with brand name was established in June 2010 With the slogan "travel with passion", Vietsense has constantly spread the passion for travel, conquering strange lands to friends pursuing a career in tourism and travel As the leading travel brand in Vietnam, Vietravel brings their tourists the products and services under the international standards They supply comprehensive experiences and professional service style, taking full advantage of international standards Their mission is focusing on satisfying millions of domestic and international tourists Important milestones: • 2010: established Vietsense tourism and service company limited • 2013: Completed the online marketing system with more than 50 tourism promotion websites • 2014: received an international travel business license • 2015: achieved a trusted Vietnamese brand • 2016: Reaching the top 100 ASEAN quality services • 2018: transformed into Vietsense tourism joint stock company Reached the top 10 domestic travel companies in Vietnam Received certificate of merit from Hanoi Dept of Tourism • 2019: The most voted capital travel enterprise Received a certificate of merit from the Minister of Culture, Sports and Tourism 1.1.3 Business fields The service system of Vietsense Travel Joint Stock Company includes seven main service branches: domestic tours (domestic), foreign tours (outbound), international tourist tours (inbound), event organization, aircraft supply, car rental and hotel booking - Domestic tour: includes the following tours: Ha Giang tour, Moc Chau tour, Dien Bien tour, Northwest tour, Mu Cang Chai tour, Sapa tour, Ha Long tour - Overseas tour: including countries like Cambodia, Laos, Malaysia, Singapore, Philippines, Thailand, Bhutan, Dubai, Korea, Japan, Hong Kong, Eastern Europe, Northern Europe, USA, Cuba, Australia and South Africa… - Tours serving international guests: there are tours in Vietnam from Vietnam-Laos, Vietnam-Cambodia, Vietnam-Cambodia-Laos - Event organization: including activities such as organizing conferences-workshops, team building and Garage - Air ticket service: Vietsense provides tickets as Group tickets, individual tickets, full trip rental Main partners: Vietnam Airlines, Singapore Anna, China Airlines, Asian Airlines, VietJetAir - Tourist car rental: including 4-seater, 7-seat, 16-seat, 29-seat, 35-seat and 45-seat vehicles - Hotel Reservation service: Vietsense provides scheduled booking service, providing Resort Voucher 1.1.4 Organizational structure of Vietsense Travel Joint Stock Company Board of Director Domestic Tourism Dept Foreign Tourism Dept INBOUND Dept Southeast Asia Tourism Marketing and Advertisement Team Central and Administration and HR Tay DeptNguyen tourism China and HongKong tourism Team Transaction Advisory Featured Travel Team Team Western and Southern tourism Korea and Japan Tourism Team Northern Tourism Team Executive Team European and America Tourism Team Technology Dept Accounting Deparment 10 SEO Technical Dept (IT): has the function of SEO for keywords to the top and at the same time manages the Company's Websites The technical Dept closely links with other Depts in the company It takes the responsibility of posting offers for tours, services; researching to promote link exchange with many reputable and quality Websites; updating google's new algorithm; checking to make sure the machine runs all night; changing alternately all the categories in the Website every month in order to serve visitors with current news, travel-related issues, departure schedules for weekly and monthly tours Marketing & Communication Dept: The main task of the Marketing & Communication Dept is to create a direct bridge between customers and products 1.1.6 Human resources of Vietsense Travel Joint Stock Company At VietSense Travel, human resources are considered the biggest and most valuable asset, that is the reason why right from the establishment and throughout the years of operation, the company has always attracted and gathered a team of talented and experienced personnel VietSense Travel is a united, strong collective, all members of the company from the leaders to employees share a burning passion for tourism and the same goal of mission Each job position at VietSense Travel requires specific standards of qualifications and they all share a common sense of responsibility, high discipline and an open mind which is determined to develop personally and professionally Vietsense Travel has more than forty administrative employees in the office, performing the functions of managing and operating all travel business activities and hundreds of guides, collaborators, and drivers working on tours All of them make efforts in constantly learning to improve their skills and gain experience to develop themselves and successfully complete the assigned tasks All senior management positions in the company have undergone a rigorous recruitment process with strict requirements on experience, logical thinking, ability to judge 12 situations, analyze and solve problems effectively In addition, the leadership positions of the company must be enthusiastic, passionate about tourism, have a firm mind, have a spirit of dare to think, dare to do, dare to take responsibility and have good organizational and management capacity Under the direction and leadership of the company's board of directors, the personnel at VietSense have received and accumulated preeminent values in the tourism industry with different identities That difference is the burning passion for travel in each individual and the desire to spread and satisfy it with more people 1.1.7 Financial situation of Vietsense Travel Joint Stock Company Table 1.1 Business results of Tourism Joint Stock Company Vietsense over years 2017-2018 O.N Criteria I Total revenue II Unit Million VNĐ Domestic tourism Million revenue VNĐ Density % Outbound tourism Million revenue VNĐ Density % Million Ticket revenue VNĐ Density % Million Others revenue VNĐ Density % Million Total cost VNĐ Domestic tourism cost Million 13 2017 2018 Compare 2018/2017 +/% 59491 75861 16370 127,52 17954 15779 -2175 87,89 30,18 20,80 (-9,38) - 25706 39281 13575 152,81 43,21 51,78 8,57 - 14760 19056 4296 129,11 24,81 25,12 0,31 - 1071 1745 674 162,93 1,8 2,3 0,5 - 31311 39373 8062 125,75 9741 6953 (-2788) 71,38 VNĐ Density Outbound cost Density Ticket cost Density Others service cost Density III Profit before tax Profit ratio before tax IV V Tax Profit after tax Profit ratio after tax % Million VNĐ % Million VNĐ % Million VNĐ % Million VNĐ % Million VNĐ Million VNĐ % 14 31,11 17,66 (-13,45) - 13216 20525 7309 155,30 42,21 52,13 9,92 - 8072 11265 3193 139,56 25,78 28,61 2,83 - 281 630 349 224,20 0,9 1,6 0,7 - 28180 36448 8268 129,34 47,37 48,05 0,68 - 5636 7289,6 1653,6 129,34 22544 29158,4 6614,4 129,34 37,90 38,44 0,54 1.2 Information about Foreign Tourism Dept 1.2.1 Roles of Foreign Tourism Dept in Vietsense Travel Joint Stock Company The Foreign Travel Dept of Vietsense Travel Company is one of the prestigious and quality parts of the company The Dept specializes in organizing foreign tours, with many tours across continents The tour stretches on famous tourist destinations in Asia, Europe, America This Dept is responsible for connecting tourist destinations, resorts, hotels and restaurants around the world In addition, this Dept also connects and takes care of international customers to ensure the input and output of tourism product packages Foreign Tourism Dept of Vietsense deserves to be the most prestigious travel agency in Vietnam today with its dense schedule, on-time departure and high-qualified staff 1.2.2 The tasks of Foreign Tourism Dept in Vietsense Travel Joint Stock Company About the general tasks • Research and conduct market access work on customers • Provide strategies for product introduction and market expansion to attract customers • Plan and organize business activities as well as calculate cost reports to create contracts with customers • Provide information and carry out translation and interpretation activities to help company and business leaders • Monitor and urge the implementation of business strategies of Depts in the company, workshops and enterprises to ensure the correct implementation of the product production process and progress as well as fulfilling the contracts with customers • Create an implementation plan and allocate annual production and business time for production workshops and companies 15 • Implement production orders to ensure and maintain products for workshops and small businesses to improve the source of goods to meet the consumption needs of the business market • Provide marketing strategies, and at the same time suggest measures to improve business efficiency in specific times • Carry out market development, product research Build and develop relationships with customers • To be responsible before the directors for the development activities of the enterprise according to their authority and assigned tasks In the field of customer relations • Advise on the development of sales policies, including policies on prices, promotions, discounts marketing programs to reach the best customers to present to the General Director for approval • Propose policies for customers, submit them to the General Director and strictly follow the approved policies • Plan and target for sales to submit to the General Director for approval periodically In addition, organize and deploy the sale of functional products & services to achieve approved goals Comply with the Company's regulations in proposing policies to customers when providing products & services within its functions and duties • Find and develop new customers in the target customer group of the Company • Search for potential customers for investment implementation, joint venture capital contribution, association according to the Company's development plan and strategy • Create goals to find, maintain and develop relationships and take care of customers according to the company's regulations and policies 16 • Collect and manage customer information and customer records in accordance with regulations to serve the assessment, rating, appraisal and re-appraisal of customer records 17 CHAPTER 2: INTRODUCTION ABOUT INTERNSHIP PROCESS IN VIETSENSE TRAVEL JOINT STOCK COMPANY 2.1 The tasks in internship process 2.1.1 Translating The job of an international sales officer at Vietsense travel company is to translate English documents into Vietnamese and translate documents from Vietnamese into English for other Depts in the company and for the office itself international sales Dept Compared to other Depts at the company, the international sales Dept is responsible for contacting a lot of foreign customers, translating and writing a lot of foreign emails They also need to search a lot of information and data in English such as surveying international markets, receiving orders, transporting goods from Vietnam to abroad All documents are used in English and if it is necessary to transfer these documents to other Depts, the intern is responsible for translating the documents from English to Vietnamese and from Vietnamese to Vietnamese After translating the translations from Vietnamese to English and from English to Vietnamese, it is my duty to submit the translations to the supervisor The supervisor is responsible for checking, guiding and approving the translated text 2.1.2 Writing or replying partners’ email and letter Write and respond to emails and correspondence from foreign partners Emails are written in English such as business emails, quotes, inquiry letters, customers’ feedback and customer consultation requests Write emails to partners such as restaurants, hotels, resorts, tourist attractions in other countries around the world Sometimes I even email a few potential customers or call them directly to advise on travel product combos, create new relationships and reach potential customers 18 2.2 The difficulties and experiences in internship process in Foreign Tourism Dept of Vietsense Travel Joint Stock Company 2.2.1 The difficulties - Translating: As a student in the English Faculty, I took in the rudiments just as the development of interpretation and deciphering They are likewise a few helpful techniques in the translating and interpreting process Notwithstanding, because I have not had enough reasonable information just as restricted comprehension about explicit wordings, I experienced numerous troubles when working in Foreign Tourism Dept At the travel industry office, there are times when it is important to interpret English records, statements, messages or calls from clients During my temporary position, there were business terms and deals terms that I never approached when I was in school, so during my 1-month entry level position here, I wanted the superior’s support l Furthermore, we need to find the most appropriate interpretation for every text in light of the fact that the outsider style is very not quite the same as Vietnamese style - Composing or answering accomplices' email and letter: It is truly important to get more information in business correspondence in answering messages or letters of providers and clients Particularly, for grievance messages, on the off chance that we can't manage obviously and adroitly, the connection between different sides will be handily broken Accordingly, this undertaking generally requires the exactness in structure and content to show the organization calling 2.2.2 The experiences Following a one-month internship process in Vietsense Travel, I got a ton of encounters and abilities which thusly presents to me the new skyline: - Apply the information and abilities mastered at college (composing letters, messages, interpretation, deciphering, forming citations… ) 19 - Work on both four English abilities: reading, listening, speaking and writing - Through translating practically English records, I acquired knowledge in this major, not exclusively to further develop my English yet in addition to having the opportunity to expand my viewpoint in another field Translating is not just put together with respect to the words on paper or deciphering techniques yet in addition requires genuine social and cultural understanding Moreover, I invested energy in growing jargon through understanding papers or related reports and watched the news on TV in both Vietnamese and English to ensure that I comprehend explicit terms plainly It has assisted me with translating quickly and easily - During the temporary position, I can see that I want to advance continually to be better and get advancement - Figure out how to manage everything well with different associates in the organization and construct a decent connection with accomplices and customers 20 CHAPTER 3: THE REALITY OF THE USE OF ENGLISH IN VIETSENSE TRAVEL JOINT STOCK COMPANY 3.1 The usage of English at work 3.1.1 The current situation of the usage of English Vietsense travel is a travel company with domestic and international travel products, so this business has foreign customers and English documents which need to be translated and communicated to all other Depts In particular, Foreign Tourism Dept is the one with the closest relationship with international customer files and international data In recent years, Vietsense Travel has built a long-term cooperation relationship with foreign partners, so English has become an even more important factor in the development and operation of the business From such requirements on using English, all employees at Vietsense Travel to be recruited must have a certificate of English proficiency, at least TOEIC 800 or IELTS 6.5 During working hours, all staff at Vietsense Travel in general and the foreign tourism Dept in particular speak English frequently The frequent use of English when writing emails, making quotations or communicating with customers makes English no longer a barrier but a basic communication tool 3.1.2 The advantages - As an international travel supplier, Vietsense Travel regularly exchanges with foreign partners, therefore the usage of English is very popular Especially, Foreign Tourism Dept is the Dept which usually exposes English texts, phone calls and emails, therefore they use English more frequently - In this Dept, English is the main language used for transactions with foreign partners to seek information about shipping consignments, writing and replying enquiry letters, complaint letters English is also used to negotiate on prices, terms of contracts and shipping methods, payment methods, delivery time, etc 21 - When implementing recruitment, the Dept offered at least 800 TOEIC of 6.5 Ielts for candidates as a requirement Hence, employees of Foreign Tourism Dept have not only professional expertise but also are good at English 3.1.3 The disadvantages - Although working in an English environment with a high frequency and integrating all skills: listening, speaking, reading, and writing, most employees are usually only proficient in or skills In some employees, they are in charge of answering emails and writing quotes, so they are very proficient in reading and writing skills Some call center staff are in charge of answering phones and communicating with customers, so they are proficient in listening and speaking skills There are very few people who are good at all four skills - Due to the limited level of English communication, most of the staff in the Dept not pronounce correctly, use complex grammatical structures, and words not match the context, making the dialogue unnatural - Recorded as a hard copy and answering to correspondence, a few unpracticed workers utilize business terms improperly, diminishing the adequacy of letters Once in a while, it causes misconstrues for the accomplices and customers - The responsibility in the Dept is very weighty, so it is infeasible for the staff to further develop English relational abilities This will obstruct work when the office needs to utilize English to convey out of nowhere - In enrollment, the HR division can't talk with applicants in English Hence, the necessities for English of the organization are more with regards to capabilities, not rehearsing 22 3.2 Solutions to improve the use of English in the working environment at Vietsense Travel Joint Stock Company - Every individual should pay attention to the significance of English in the coordinated economy today and ceaselessly improve their own English This is the main element to get an opportunity of elevating and effectively adding to the organization's business - Moreover, the organization can make good conditions for its representatives to further develop their English capability by opening instructional courses in correspondence English, business correspondence, persuasive practices in English - The organization ought to likewise have strategies to energize workers who have great execution, award or increment pay rates for representatives who are both expert and ready to impart well in English Thus, everybody has a sound serious climate that inspires each other to go up - The organization can send authorities and representatives to take part in workshops and seminars which share the relational abilities and business abilities for reference and gaining from accomplices and contenders - In the enlistment stage, the organization needs to change the enrollment area, talk with up-and-comers in English to see their actual capacities, not simply through their certificates 23 CHAPTER 4: SUGGESTION FOR THE SUBJECT OF GRADUATION THESIS Name of topic: Some common mistakes in writing business emails in English at Thuongmai University and solutions Writing English emails is an important and necessary activity in the current globalization era All fields of business and commerce require participants to know English, especially knowing how to write English emails Business correspondence activities always have great influence in every transaction This is a way for people to exchange, negotiate, announce orders, learn about services or exchange prices for goods Today, most large transactions are transnational and as such, they are always in English When trading participants know how to use English as a tool to write emails, communicate over the phone or write quotes in English, this is a great strength On the contrary, if the person involved in a transaction does not know English or uses English incorrectly, it will cause unnecessary misunderstandings and even affect the outcome of the transaction much less After a month of internship at Viesense Travel Tourism Joint Stock Company, I realized that writing emails in English is extremely important However, it still has many difficulties and mistakes Personally, I think that if we know the mistakes we often make when writing English emails, we can most likely improve our email writing skills and thereby achieve high communication efficiency Best That's why I chose the topic “Some common mistakes in writing business emails in English at Thuongmai University and solutions” in my thesis 24 CONCLUSION Vietsense Travel Joint Stock Company has been proceeding to construct and foster the organization adequately in corresponding with the most common way of growing to territorial and worldwide business sectors The organization is likewise slowly building and reinforcing the participation and vital relationship with all accomplices From that point, it is great to execute the rules of High standing, high assistance quality All through my temporary job at the firm, I got an amazing chance to work in an expert workplace in this industry, because of the energetic help of the administration and staff I understand the organization's splendid possibilities and I am mindful of the staff's English language challenges Likewise, at Vietsense Travel organization, I can put the information I've learned in the working environment, get new illustrations, more encounters, and gather significant clues for my future career I made this report to introduce about the act of involving English at the firm overall and in the Foreign Tourism Department in particular, in view of my down to earth encounters accumulated during my internship position at the organization I trust that these unassuming commitments will help the organization's proceeded with progress and improvement I might want to thank the organization's General Director, Managers, and Employees, just as my educator Vu Thu Trang, for their help with finishing this report Hanoi, 15 January, 2022 Student Pham Thi Thu 25 ... 1.2.1 Roles of Foreign Tourism Dept in Vietsense Travel Joint Stock Company The Foreign Travel Dept of Vietsense Travel Company is one of the prestigious and quality parts of the company The Dept... GENERAL OVERVIEW OF VIETSENSE TRAVEL JOINT STOCK COMPANY 1.1 General information 1.1.1 General information about Vietsense Travel Joint Stock Company VietsenseTravel is a joint stock company specializing... re-appraisal of customer records 17 CHAPTER 2: INTRODUCTION ABOUT INTERNSHIP PROCESS IN VIETSENSE TRAVEL JOINT STOCK COMPANY 2.1 The tasks in internship process 2.1.1 Translating The job of an international