GENERAL INFORMATION ON THE PRACTICE SITE

INISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH INTERNSHIP REPORT Supervisor : Trần Thị Ngọc Tuyên, M.A Student : Vương Thị Thơi Class : K23NAB7 Code : K23.701 Course : 2017-2021 DA NANG – March 2021 DUY TAN UNIVERSITY SOCIALIST REPUBLIC OF VIETNAM FACULTY OF ENGLISH Independence – Freedom - Happiness INTERNSHIP REPORT Student’s name : Vuong Thi Thoi Date of birth : 16-02-1999 Class : K23NAB7 Department : Faculty of English Internship Site : Mandila Beach Hotel Internship Period : From February 20th to March 7th, 2021 SUPERVISOR: TRAN THI NGOC TUYEN, M.A DA NANG – March 2021 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A TABLE OF CONTENTS Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A ACKNOWLEDGEMENT  At the end of the 6-week internship, I learned a lot of experience in applying the knowledge learned at Duy Tan University As a result, the practice in the real work environment helped me feel that I am more mature and more confident The time to practice at the hotel is not long and I met a lot of surprises when I first entered However, I improved and accumulated a lot of professional and practical experience with the help and dedicated guidance from the hotel manager and the receptionists in Mandila Beach Hotel The internship time at the hotel helped students like us get used to real work and therefore, we are more confident when we start leaving school and work at agencies and organizations in society First of all, I would like to express my deepest gratitude to English Faculty Thanks to the department, I had the opportunity to be an intern in MANDILA BEACH HOTEL, thus I could apply the knowledge I had learned into practice during more than one month of internship at the Hotel Secondly, I would like to thank Ms Tran Thi Ngoc Tuyen- my supervisor for not only giving me comments on how to handle problems but also answering all my questions about my internship report Thirdly, I would love to deliver my thanks to Ms.Mai Thi Kim Tram Front Office Director and the other receptionists for allowing me to work and study at Mandila Beach Hotel They guided me through my internship process with advice, feedbacks, and shared useful experience despite their busy work Fourthly, I would also like to send many thanks to Mandila Beach Hotel staff for their co-operation, guidance, and assistance during my internship period Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A Last but not least, I thank my friends and especially my family who supported me I could not overcome and handle many difficulties without their support I am grateful to all of you and I wish all of you good health, success, and happiness! Yours sincerely! Student Vuong Thi Thoi Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A PART I: GENERAL INFORMATION ON THE PRACTICE SITE 1.1 • Overview of Mandila Beach Hotel Com pany • • • • name: MANDILA BEACH HOTEL Address: 218, Vo Nguyen Giap Street, Phuoc My Ward, Son Tra District, Da Nang City Tel: +84 (0)2367306666 Email:info@mandilabeachhotel.com Website: https://www.mandilabeachhotel.com Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A Located in Vo Nguyen Giap street, Mandila Beach Hotel captures a panoramic view of My Khe – one of the most fascinating beaches in the world with white sand beach, glistening waters and distinctive beauty of tropical nature Recently built in 2017, this super contemporary and minimalist concept designed hotel offers guests the highest levels of luxury and comfort The hotel boasts 128 rooms which included suites rooms and 02 luxury apartments most of which have beautiful panoramic ocean view Our leisure facilities include well-equipped gym, infinity swimming pool, rooftop bar as well as healthy spa The Mandila Beach Hotel is your ocean dream land with sea breeze hosting style Let’s visit our Sports Center to prepare for a day of exciting Enjoying an energetic breakfast at the Wooden House to start a day full of high spirit Drift to chilling out under the warm sunshine at our Infinity Pool with seamless view to the beach If you can bear to leave our oceanfront Mandila Beach Hotel, spend a day exploring our nearby fascinating destination such as Hoi An Ancient Town, Son Tra Peninsula, Linh Ung Pagoda, Ba Na Hills… or just take a bus to explore the Da Nang city tour Resides in a prime location, Mandila Beach Hotel offers extremely convenient access as well as offers the good transportation service to tourist attractions Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A From – To (back) the Airport: 5.3 km (15 minutes) Rail Station: 5.1 km (14 minutes) Hoi An Ancient Town: 25.7 km (37 minutes) Son Tra Peninsula: 5.9km (9 minutes) Linh Ung Pagoda: 8.2 km (12 minutes) Ba Na Hills: 28.8km (40 minutes) When evening falls, indulge a variety of sizzling, fresh dishes at our The Wooden House Restaurant or rooftop Halo bar nightclub At the end of your day, pampering yourself at our Royal Spa, get relaxed for a next day full of exciting adventures Whether you’re looking for a romantic getaway, relaxing retreat, convention accommodation, a family escape, or are travelling on business, Our Mandia Beach Hotel will help you make the most out fabulous experience of your stay in Da Nang Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Supervisor: Tran Thi Ngoc Tuyen, M.A 1.2 An introduction to Front Office Department in Mandila Beach Hotel DIRECTOR MANAGER EREEEER SELL- MARKETTING DEPARTMENT ACCOUNTING DEPARTMENT STAFF STAFF HOUSE-KEEPING DEPARTMENT STAFF RECEPTION DEPARTMENT SECURITY DEPARTMENT Restaurant department STAFF STAFF STAFF The organizational structure of Mandila Beach Hotel • Function of each board Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 10 Supervisor: Tran Thi Ngoc Tuyen, M.A Director: is responsible for organizing and operating hotel by agency management Besides, the director is executive management as well as the person who has highest responsibilities for all business activities of the hotel Manager: With responsibility for manazing the property directly, all matters of property right through the vice – director and the vice – director has the right to decide for all the information the treatment of property Sell-Marketting: Organizing, arranging staff; promulgation of institutions and working regulations; monitor and evaluate department staff and receive feedback from supervisors, direct staff management, recruiting staff Security: Support for other parts when problems occur It is an important part of major events in protecting the safety of special guests (heads of state, party and state leaders, important guests ) Security in and out of the hotel Always patrol, watch and be ready when trouble occurs Acounting: It is a part that helps the equipment (hardware, software) in the hotel to operate well Assist other departments to complete the task of using the equipment in the hotel Reception Department: It is an important part of the hotel, it likes the face of the hotel, in communicating with its customers, suppliers and partners As a bridge between the hotel and its customers and partners, the rope connects the rest of the hotel to make the hotel run smoothly and efficiently The reception department is responsible for communicating the hotel's products and services to customers and is a right-hand man for management and advice on the hotel's situation Market needs, customer's tastes, future trends so that managers can make changes to bring the highest efficiency for the hotel Housekeeping Department: It is the main service delivery unit which is considered to be the highest revenue in total hotel revenue It is the part that Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 12 Supervisor: Tran Thi Ngoc Tuyen, M.A PART II: JOB DESCRIPTION 2.1 Position and responsibility The reception department is the first department to contact customers directly before guests arrive at the hotel, which responds to accurate and timely information of all guests' requests and inquiries Therefore, guests who have a good or bad impression of the hotel are very dependent on the receptionist department The main task of this department is to help guests check in and check out when guests stay at the hotel The reception department must always contact the housekeeping department to manage the tenants The reception department plays an important role in attracting guests to the hotel Each receptionist of the hotel is well trained and always best responds to customer’s requests to the hotel Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 13 Supervisor: Tran Thi Ngoc Tuyen, M.A My main task during the internship is to welcome guests of the hotel Although I was quite surprised when I first came into contact with this job, I successfully completed the assigned tasks thanks to the help of the receptionists in the hotel My internship lasted for weeks from February to March I often worked two or four days per week and working time was hours per shift The workload seemed not much but it required a wide variety of skills Besides, my supervisor and other staff of the resort instructed me carefully Therefore, I felt happy and comfortable when gaining new relationships, experience, and knowledge Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 14 Supervisor: Tran Thi Ngoc Tuyen, M.A 2.2 Detailed job description THE FIRST WEEK (20.01.2021- 24.01.2021) Date Thursday Activities -Meeting and talking to Mrs Result -Understanding the tasks of (21/01/2021) Tram -Front Office Director Front Office -Reading documents about -Knowing all hotel information the company to introduce to the guests Sunday (24/01/2021) -Cleaning table -Learning the way to - Having an initiative in welcome guests when they welcoming guests by saying come into the hotel loudly “Xin Chao” with a -Welcoming the guests friendly smile -Cleaning reception desk -Developing communication skill Detail: In the first week at Mandila Beach Hotel Hotel, I felt quite worried about how I could begin my work After having a meeting with the General Manager of the hotel, I was taken around the hotel and introduced some general information as well as some rules of the hotel Next, I was introduced to the supervisor and the staff Then the manager told me the hotel’s regulation, some rules while working and gave me the work content which I have to On the second day, I learned about the hotel’s product knowledge and the way to welcome guests This is very significant and meaningful On the next two days, I learned about the duties to in a shift Moreover, I was trained the way to welcome guests and the telephone-related skills to resolve the problems from guests and other departments in the resort way to welcome guests and the telephone-related skills to resolve the problem from guests and other departments in the hotel The first week started with tons of interesting things THE SECOND WEEK(25.01.2021- 31.01.2021) Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Date Tuesday(30/01/2021) 15 Supervisor: Tran Thi Ngoc Tuyen, M.A Activities - Greeting guests Result - Knowing the way to - Cleaning tables professionally handle - Answering telephone phone call by saying: calls ”Xin Chao, Reception, Thoi speaking, How Wednesday(31.01.2021) - Welcoming the guests may I assist you?” - Improving with friendly attitude communication skills Allocating rooms and and listening skills giving the keys to guests - Feeling more - Learning how to confident to communicate with the communicate with foreign visitors as well as guests the domestic guests Detail: On the second week, I felt quite comfortable I tried to adapt with the work enviroment I also learn thre things that I never know before I got a lot of opportunities to put my English skills into practice In this week, I was taught to be an operator and how to use the hotel’s phone Beside, I learned how to answer phone calls with the attiude that makes guests pleasured Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 16 Supervisor: Tran Thi Ngoc Tuyen, M.A THE THIRD WEEK(01.02.2021- 07.02.2021) Date Monday(01/02/2021) Activities - Greeting guests Result -Understanding the way - Learning about telephone and attitude to welcome skills to resolve problems guests from guests and other Friday(05/02/2021) departments in the hotel - Greeting guests -Developing - Learning receptionist communication skill skills: contact with other Saturday(06/02/2021 Departments - Greeting guests - Knowing the works of ) - Learning about the duties morning shift: setting to in morning shifts meal key for guests, - Receiving reservation checking file in-out, etc phone calls - Having great knowledge of the field of reception Detail: On the third week, I understood more about working process I observed the way they worked and asked them what I did not know In addition, I almost knew the number of rooms available to advise guests I am more proficient at check-in procedures so that the guests not wait too long at the reception In addition; I completed works and solved problems more easily and more professionally Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 17 Supervisor: Tran Thi Ngoc Tuyen, M.A THE FOURTH WEEK 3(15/02/2021- 21/02/2021) Date Sunday(21.02.2021) Activities - Greeting guests Result -Keeping behaviors, Handling situations gestures under and the guests’ appearance standard complaints about the when communicating service with guests - Recommending for - Making the guests guests about satisfied about the price restaurants, and facilities of the entertainment, etc room, food services or car rental in the hotel Detail In the this week, I felt more comfortable than two weeks before I could complete works more smoothly and more professionally In this week, I was quite busy because I had many tasks to but I did not feel tired because it helped me learn more working skills I also received many things that I was not taught at university such as the way to walk, communicate, and dominate and so on From this, I improved myself a lot Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 18 Supervisor: Tran Thi Ngoc Tuyen, M.A THE FITTH WEEK(22.02.2021- 28.02.2021) Date Tuesday (23.02.2021) Activities - Allocating rooms and giving Result - Improving a lot of the keys to guests vocabulary -Updating the booking - Creating the close information in the hotel relationships with the guests computer system on and by knowing the information checked booking confirmation that guests provided for the Sunday (28.02.2021) - Receiving reservation hotel - Knowing the preferences requests and information of and needs of each customer the guest through the conservation - Dealing with complaints or -Improving speaking and problems problem-solving skill - Reviewing the number of the Making sure to invite the guests to the party to prepare guests to the party in full enough gifts for them quantity Detail: In this week, I learned a lot about the receptionist’s vocabulary and after that, I applied it when working or communicating with the customers In addition, my communication skills including Vietnamese and English improved Moreover, I felt myself more responsible in the assigned work Besides, everyone here was very sociable so that I was comfortable They helped and created the good environment for me to work basing on their experiences I also learned many things to make guests comfortable and happy by creating many meaningful activities in the hotel THE SIXTH WEEK (01.03.2021 – 07.03.2021) Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT Date Tuesday 19 Activities Greeting guests Supervisor: Tran Thi Ngoc Tuyen, M.A Result - Improving a lot of (02.03.2021) -Organizing birthday parties vocabulary Thurday for guests -Learning guest relationship - Answering telephone calls officer skills -Allocating rooms and -Improving reading and giving the keys to guests - Assisting housekeeping speaking skill -Understanding the basic (04.03.2021) department to check and follow up lost and found task of receptionists in each shift -Dealing with complaints or -Having a feeling of problems confidence to talk to foreign - Checking transportation tourists and tour revenue in system - Accomplishing demands daily from guests smoothly -Greeting guests -Reviewing my English Checking and replying the knowledge mails -Knowing contracts that the hotel signed with the customer Detail In the last internship week, I get used to the working environment when I could solve problems smoothly; communicate with foreign customers naturally, etc I had connected with housekeeping department to check and clean rooms for guests Besides, I could prepare guest events through amenities Sometimes, I felt so tired, but I have tried my best to finish it In addition, I was more self-confident and professional when I could finish tasks fluently, and, I also had learnt many new things Receiving complaints from customers was a precious experience that I could learn many lessons from Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 20 Supervisor: Tran Thi Ngoc Tuyen, M.A that: listening with positive attitude and sympathy, apologizing sincerely, giving solutions as soon as possible, etc And I felt great when the hotel manager and the staff in the reception department guiding me step by step and I am happy to receive many compliments after completing the task After all, I felt very happy with this week Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 21 Supervisor: Tran Thi Ngoc Tuyen, M.A PART III: PERSONAL EXPERIENCE FROM INTERNSHIP 3.1 The personal advantages and difficulties in the internship process • Advantages during the internship We all know that the internship can be an effective way to gain work experience and increase employment opportunities During the internship time, there were a lot of factors that helped me to work well The first one is the friendliness that the staff gave to me Not only Ms Tram who took the responsibility to guide me but the other staffs were also glad to help me to solve issues and answer my questions Everybody in Mandila Beach Hotel was so sociable They gave me a lot of knowledge during the internship time The FO team is not only a professional working environment but also a warm place to join in Secondly, I have acquired a good English background and translation skills thanks to the specialized subjects of Duy Tan University Hence, during the internship, I could apply such knowledge and skills to tasks that need foreign languages Thirdly, fortunately, I learned about computer skills, especially Hotel Management System Thanks to that, I can learn a lot of things from this software in the best way Furthermore, I learned how to work under high pressure and worked in a multi-cultural environment with a lot of foreigners coming from any country around the world such as Korea, Australia, England, Japan, China, etc Finally, my supervisor at Duy Tan University supported me a lot by giving comments, showing my mistakes Therefore, I can finish my internship report successfully Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT • 22 Supervisor: Tran Thi Ngoc Tuyen, M.A Disadvantages during the internship In addition to the advantages, the disadvantages are indispensable in the internship process Firstly, the nature of the receptionist's job requires high accuracy, but my hotel and resort knowledge is not enough to solve in this job Secondly, guests of the resort are mostly Korean, so the second language of my major, Chinese, is not cultivated Thirdly, the internship site is far from the accommodation, so traffic is so hard for us Moreover, interns often have very low earning potential Finally, the schedule and the health are affected by the night shift and the time of making internships Generally, there are quite a few disadvantages to interns, but the advantages outweigh them Interns will not only enhance my training and allow me to gain skills, but also help me to be a better employee by giving me the self-confidence 3.2 Personal experience In addition to using the theory learned in practice, I have learned a lot of experiences for myself: Firstly, it is the formality and sequence, I learned how to arrange the order of a receptionist in the hotel The receptionists taught me how to work and in addition, my responsibility is enhanced when receiving the task Secondly, professionalism is always highly appreciated in every hotel or resort This is expressed by writing emails or exchanging with the customers via phone or text that must have formal and appropriate language and words Thus, customers or colleagues will partly assess my own capabilities in a professional manner and receive respect from them Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 23 Supervisor: Tran Thi Ngoc Tuyen, M.A Thirdly, communicating with people is the biggest lesson I myself learned during my internship here Communicating with the receptionists until meeting with the hotel manager and the board of directors taught me many things Cheerful, sociable and careful in words are essential for everyone to have a sympathetic look at me and love me Furthermore, this also makes the working environment comfortable and pleasant Through weeks of the internship at Mandila Beach Hotel, I have learned a lot of experience not only in professional but also lessons about life as well as behavior, attitude and style at work After the internship, I have learned many useful lessons and valuable experiences It will be a baggage to help me a lot when I graduate and confidently undertake a certain job Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 24 Supervisor: Tran Thi Ngoc Tuyen, M.A PART IV: SUGGESTIONS FOR PRACTICE SITE AND UNIVERSITY 4.1 Suggestions for the Internship Site Mandila Beach Hotel is not only an ideal place to work but also has professional managers and staffs Thanks to the enthusiastic help of the directors, managers and all the staff here, I completed my internship time However, during the practice time here, I would like to offer to the resort some following improvements: In my opinion, first of all, the resort needs to improve the quality of the service and the professional of the staff to operate with other departments better Especially, the Front Office should train and recruit staff who can communicate in multiple languages to serve foreign guests more easily Furthermore, the FO team needs to improve staff training methods through weekly training sessions Secondly, the FO team should create contests with big prizes that challenging both intellectually and physically for staff Thirdly, the resort should be expanded, create more business strategies and marketing advertising on resorts to attract guests Finally, the resort has to give timely rewards to employees when they are excellent 4.2 Suggestions for the English Faculty of Duy Tan University During the internship, I have gained a lot of experience; However, I would like to propose to the English Faculty of Duy Tan University some suggestions as follows: Firstly, it is really important to supplement the content, enhance the curriculum and new teaching methods Secondly, in my opinion, Chinese (the second language of English Translation and Interpretation major) should be more intensive by tests The Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 25 Supervisor: Tran Thi Ngoc Tuyen, M.A the English Faculty should distribute parallel on the studying program of two languages (Chinese-English) during the study process Thirdly, the English Faculty should have more practice period for students before an internship Six weeks is not enough for students to grasp jobs This is just the time for students to get acquainted with the working environment Finally, The English Faculty should regularly update the trends and the ability to meet the needs to train students' knowledge during the training process This is the way to help students gain the basic foundation for access to the internship environment Student: Vuong Thi Thoi_23203110226 INTERSHIP REPORT 26 Supervisor: Tran Thi Ngoc Tuyen, M.A SUPERVISOR’S COMMENT ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… Student: Vuong Thi Thoi_23203110226 ... a lot of the keys to guests vocabulary -Updating the booking - Creating the close information in the hotel relationships with the guests computer system on and by knowing the information checked... staff Then the manager told me the hotel’s regulation, some rules while working and gave me the work content which I have to On the second day, I learned about the hotel’s product knowledge and the. .. DESCRIPTION 2.1 Position and responsibility The reception department is the first department to contact customers directly before guests arrive at the hotel, which responds to accurate and timely information