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MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH INTERNSHIP REPORT Supervisor : TRẦN HỮU HƯNG Student : Phan Lê Bảo Uyên Class : K23 NAD5 Code : 23203112922 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 : Phan Lê Bảo Uyên Date of birth : 29/01/1999 Class : K23 NAD5 Department : Foreign Languages Department Internship Site : Nam A Dong Tourrist Company Internship Period : From January 20th to March 17th, 2021 SUPERVISOR: TRAN HUU HUNG P.G DA NANG, March 2021 INTERNSHIP REPORT Supervisor: Tran Huu Hung TABLE OF CONTENTS ACKNOWLEDGMENT .ii PART 1: GENERAL INFORMATION OF THE INTERNSHIP SITE .1 1.1 An overview of Nam A Dong Travel Company .2 1.1.1 Formation and development 1.1.2 The organizational diagram 1.2 Sale Department PART 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP 2.1 Job description 2.2 Weekly specific tasks 2.2.1 Week (From Jan 18th to Jan 24th, 2021) 2.2.2 Week (From Jan 25th to Jan 31st, 2021) 2.2.3 Week (From Feb 1st to Feb 7th, 2021) 10 2.2.4 Week (From Feb 22nd to 28th, 2021) 11 2.2.5 Week (From Mar 1st to Mar 7th, 2021) .12 PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP .14 3.1 Advantages and Disadvantages 14 3.1.1 Advantages 14 3.1.2 Disadvantages .14 3.2 Personal experiences 15 PART 4: FURTHER SUGGESTIONS FOR THE INTERNSHIP SITE AND THE UNIVERSITY .17 4.1 Suggestions for Nam A Dong Tourist Company 17 4.2 Suggestions for Duy Tan University 17 4.2.1 Suggestion for the University: 17 4.2.2 Suggestion for the department: .17 SUPERVISOR’S COMMENT 19 Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung ACKNOWLEDGMENT  To Teachers in Department of Foreign Languages of Duy Tan University! To Director and all of staff in Nam A Dong Tourist Company! First of all, I would like to say thank you to Nam A Dong Tourist company for helping me have many useful experiences and an effective internship Especially, I would like to express my deepest gratitude to the Director of the company, Mr Phung Van Phuong for giving me a chance to learn, practice and get valuable work Besides, I also would like to pay my gratitude to all my Teachers in Duy Tan University I take this opportunity to thank my supervisor, Mr Tran Huu Hung for helping me complete the report during the internship time My due thanks also go to my parents, and friends for their encouragement Finally, I wish all of you good health and great success Thank you all! Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung PART 1: GENERAL INFORMATION OF THE INTERNSHIP SITE Name : Nam A Dong Tourist Company Address : 90 Dang Nhu Lam Street, Son Tra District, Danang Telephone : +84 236 918 698 Fax : +84 911 297 188 Email : dulichnamadong@gmail.com Website : dulichnamadong.com Student: Phan Le Bao Uyen INTERNSHIP REPORT Student: Phan Le Bao Uyen Supervisor: Tran Huu Hung INTERNSHIP REPORT Supervisor: Tran Huu Hung 1.1 An overview of Nam A Dong Travel Company 1.1.1 Formation and development Nam A Dong Tourist Joint Stock Company, it was initially established on December 21, 2015 at 90 Dang Nhu Lam, Son Tra district, Da Nang city It is convenient place to reach people and has since organized numerous domestic and international tours With a team of enthusiastic and knowledgeable guides working in tandem with high-quality services, customers will feel secure while trusting in South Asia The business has seen many economic fluctuations in the country as well as the consequences of the regional economic crisis since its inception Until now, the company has established itself as one of the most reputable domestic and foreign travel operators Customers have been drawn to it because of the range of travel service packages available, as well as the customer service and advice Furthermore, the company collaborates with other business partners in order to support and grow together South Asia East Tourism Joint Stock Company is committed to coordinating the highest quality tourism programs with the most reliable operation under the slogan "Bring smiles to life." We hope to accompany you to ensure that each service provides the best possible experience and relaxation Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung 1.1.2 The organizational diagram The organizational structure of the company can be depicted in the chart below: Director Business Department Operation Room Accounting Department Vehicle Operating Room Tourguide According to this chart, there are many departments that construct the organization of company These departments are managed under the supervision of the Director This is a model that can help the leaders follow the day-to-day operations of the divisions, but it also requires the leaders to have adequate professional capacity as well as experience to be able to run the company effectively Director: The person in charge of the company's day-to-day operations In addition, the director is in charge of developing strategic plans and strategies Business Department: This is a location that is vital to the company's operations, serving as a hub for market analysis, strategic planning, strategy formulation, and marketing to draw visitors to the company Operation Room: Act to ensure the quality of the company's goods Deploying all of the operating programs' jobs Plan to deploy jobs related to tourism program implementation, such as hotel registration, visas, modes of transportation, etc., to ensure efficiency and timeliness Accounting Department: Statistics, company financial planning, and monthly corporate income reports are all functions of this role Keep track of the company's capital and assets and report on them Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung Vehicle Operating Room: Having the responsibility for overseeing the entire vehicle service.Receive transactions and rent a transport vehicle to satisfy time and trip specifications Tourguide Department: The company currently has three official guides, the rest are collaborators The company is still planning to recruit more guides to expand the scale of operations 1.2 Sale Department Sale Tour function of a company is a location that is vital to the company's operations, serving as a hub for market research, strategic planning, and increasing tourist attraction Coordination with the executive department, creation of tourism services from content to price that are acceptable for consumer needs, and active involvement in the introduction of new products to the business Contracts should be negotiated with airlines, overseas travel agencies, and domestic and international organization Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung PART 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP 2.1 Job description I’m very lucky to my internship at Nam A Dong Tourist Company in Da Nang because I worked as a Sale tour at Company As far as I am concerned, Sale Tour practice is neither simple nor too hard During the whole six weeks, I have learned a lot of new things that I have never learned or even heard of before I have gotten much experience for this position It is an expectation of most organizations that tour sellers maintains a calm, courteous and professional demeanor at all times regardless of the visitor’s behavior Therefore, I think this job is very interesting With this job, I could be better contacting with people from all walks of life Consequently, to satisfy fastidious customers, I must be patient and harmonious Besides, I have to be sympathetic and listen to all requests from customer I began to love this job; it has taught me the patient virtue, and a professional working style In the following internship schedule, I will describe in further detail my duties during my internship period Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung 2.2 Weekly specific tasks 2.2.1 Week (From Jan 18th to Jan 24th, 2021) Date Monday, Jan 18th Tasks Results -Having an appointment with -Understand what General Manager of company actual the working -Get acquainted with the working environment is like and environment th Tuesday, Jan 19 get to know almost all members at work -Reading documents about the -Getting more company -Learning information about rules about useful the and company policies -Learning information about the business sector, about products, how to sale a tour, about the market, about competitors -Continue to get acquainted and Thursday, Jan 21 th create relationships with people -Learning carefully about the -Understand the process packages that the company sells of selling products at the to be able to advise customers company -Observe and learn the process of selling products of employees Friday, Jan 22 th at the company -Continue to learn about how to -Starting my internship at sale a tour the South East Asia Tourist During my first week at Nam A Dong Tourist Company, I tried to adapt to the working environment I have known a lot of the company and understood what the Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung actual working environment was like, getting to know many members of the company, and most importantly, I learned about how to sale tour, the job I'm going to at the company First, I had an appointment with the Company Director After that, I read the company documents the company to understand briefly about the history and development of the company in general and the sale tour department in particular I have been observing and learning the process of selling packages of employees at the company With the enthusiastic help from my supervisor and all staff in the Sale Tour Department, I felt more comfortable and seemed to adapt gradually to the new working environment and the working style in the Company Student: Phan Le Bao Uyen INTERNSHIP REPORT Supervisor: Tran Huu Hung 2.2.2 Week (From Jan 25th to Jan 31st, 2021) Date Monday, Jan 25th tasks -Continue to learn about how to Results -Learn more everything sale a tour -Learning how to post tour sales Tuesday, Jan 26 th Wednesday, Jan 27 th and promote tours -Learning how to take calls -Improving my from the outside and other communication skills departments -Knowing more about the -Learning how to answer the way to take calls from calls and transfer them to places outside and other where they need to be departments correctly forwarded -Reading documents about sale -Learning more about the tour department sale tour department -Learning some important information: room type, prices, th Thursday, Jan 28 services -Start working -Having the opportunity to put myself into practice This week, I felt more comfortable since I have gradually adapted to the new environment and working style in the Company I continue to learn about how to sale tour in a more specific and complete way I learned and read more about the department I was going to In addition, I learned how to receive and answer external calls to improve my communication skills with clients above all, I have the opportunity to train myself more I also learned how to speak when a call came in, for example: "Xin Chao, Nam A Dong Tourist Company listening How can I help you?" I learned how to use a company phone, so I now knew almost all basic functions of the telephones and it is easily for me to transfer a call to where it needs Student: Phan Le Bao Uyen INTERNSHIP REPORT 10 Supervisor: Tran Huu Hung to be forwarded Although I still get some small errors, I know how to resolve Some things should be avoided when getting the phone: Do not chew or eat cake while listening to phone Secondly, I have learned some important information, such as room type, price, service so that I can easily recommend to customers Student: Phan Le Bao Uyen INTERNSHIP REPORT 11 Supervisor: Tran Huu Hung 2.2.3 Week (From Feb 1st to Feb 7th, 2021) Date Monday, Feb 1th Tuesday, Feb 2th Wednesday, Feb th Tasks -Start working, writing Results -Learning how to write articles and posting tours articles and post to in tour groups on forums promote products -Learning the way to - Knowing how to receive receive a telephone call -Learning how to deal a telephone call -Improving my skill to with difficult situations solve problem This week, I have closer contacts with all staff in the company and learned a lot from them and I felt more comfortable when working in new environment I’ve done few mistakes sometimes but I could learn experience from that such as when talking on the phone firstly, it is necessary to master the knowledge and information of the trip I instructed what to when getting phone When talking on the phone, firstly, it is necessary to master the knowledge and information of the company The second, we need to speak fluently and confidently, always fun because customers can feel the attitude of service through your voice Most importantly, I learned and mastered how to write and post tour advertising Moreover, I also learned some ways to solve problems when customers complain Student: Phan Le Bao Uyen INTERNSHIP REPORT 12 Supervisor: Tran Huu Hung 2.2.4 Week (From Feb 22nd to 28th, 2021) Date Monday, Feb 22nd Tasks Results -Listening to the phone and -More proficient advise customers on tours -Perform a search and expand -Maximum access to rd Tuesday, Feb 23 your lead source by potential customers in contacting online, phone, fax, the assigned tourism Wednesday, Feb 24 th email, -Introducing new market travel -Knowing to convince services that the company is customers to use the applying such as travel company's services programs, air ticket sales, th Friday, Feb 26 for new customers -Exploiting and finding new -Learning many useful customer sources things This week, I was more proficient in my work, I was instructed to listen to the phone and advise clients I learned how to a search and expand my lead source and how to introduce customers to my company's services Above all, I know how to convince customers to use the company's services, which is something that I feel very satisfied with me Sometimes I’ve don’t few mistakes but I could learn experience from that I started to be familiar with the machines in the office I knew how to use the photocopier, the printer and the handie Moreover, I discovered so many interesting things and applied the knowledge which I had learned at university to work I felt so happy and useful in helping the staff in the Company In fact, I knew that being helpful to co-workers is quite essential to maintaining a good relationship at workplace Student: Phan Le Bao Uyen INTERNSHIP REPORT 13 Supervisor: Tran Huu Hung 2.2.5 Week (From Mar 1st to Mar 7th, 2021) Date Monday, Mar 1st Tasks Results -Listening to the phone and -More proficient advise customers on tours - Perform a search and expand - Exploiting and finding nd Tuesday, Mar your lead source by contacting new customer sources Wednesday, Mar rd online, phone, fax, email, -Collect customer-related - Knowing how to collect the information address, information, Thursday, Mar th contact needs of guests, - Responsible for keeping in - Support, taking care of touch with the company's loyal the old customer former customers to promote the brand, understand the needs of customers and sell products and services I'm also learning about mining and the potential for new customers this week Know how to gather customer information such as full name, address, contact information, and customer needs I have learned more about how to support and care for long-term clients Maintaining contact with the company's loyal former customers in order to support the brand, understand consumer desires, and sell goods and services Customers should be notified to receive timely updates on service prices and promotions I make mistakes from time to time, such as failing to record the customer's address or phone number, but my colleagues have always been supportive and helpful 2.2.6 Week (From Mar 8th to Mar 13rd, 2021) Date Student: Phan Le Bao Uyen Tasks Results INTERNSHIP REPORT Monday, Mar 8th th Tuesday, Mar Wednesday, Mar 10 th 14 Supervisor: Tran Huu Hung -Listening to the phone -Everything had become and advise customers on easier and more familiar tours -Daily contact and direct -Create travel programs sale of tours to guests and provide direct advice -Under the guidance of and sales tour customers -Bringing the most the board of directors, convenience to the guests express appreciation to as well as revenue for the loyal customers on a Company regular basis (call, wish birthdays, wish holidays, offer promotional gifts, etc.) In the last week, I continued doing what have been taught in the past five weeks, everything had become easier and more familiar for me Almost all the work was not really difficult for me anymore and I became really excited about dong my daily tasks I also helped my colleagues to clean the desk and arrange documents As a result, my soft skills like courtesy, patience and the ability to handle guests with the best ever manners and satisfy their needs in the best possible ways have substantially improved Student: Phan Le Bao Uyen INTERNSHIP REPORT 15 Supervisor: Tran Huu Hung PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP Through weeks of training process at Nam A Dong Tourist Company, I had many advantages and faced too many disadvantages while gaining a lot of highly valuable experiences 3.1 Advantages and Disadvantages 3.1.1 Advantages During my internship at White Snow Hotel, I had so many advantages: ● Thanks to the manager’s support, I have learned so many things He taught me how to be a tour salesman through which I can understand more about the job of staffs He also gave me useful information of the Nam A Dong Tourist Company, which help me a lot in my internship report ● The staff are so enthusiastic They always gave me chances to make conversation with customers, helped me when I had difficulties Thanks to their whole- heart help, I have gained the knowledge which I never got at college ● My English also help me so much Being a student of foreign languages department, I have more advantages than others who are not majored I could catch almost all what customers say and want I didn’t spend to much time familiarizing myself with this job Besides, I fell more confident because of my English 3.1.2 Disadvantages Besides the advantages which I listed above, I am not unable to mention the unavoidable difficulties during my internship as follows: ● The first disadvantage is my lack of experience, before being a trainee at Nam A Dong Tourist Company, I had no chance to experience the job of a sale tour ● The second challenge is difference between theory and practice In working environment, experience is more importance than what I learned at school Theory just helps me a part in language, when I were a tour salesman I need practice more and more What I learned is too academic, however, in job, real- life listening and speaking skill is required more than grammar Student: Phan Le Bao Uyen INTERNSHIP REPORT 16 Supervisor: Tran Huu Hung 3.2 Personal experiences After six weeks of the internship, I gained a lot of experiences Working as a tour salesman Company requires a big amount of knowledge but also in other aspects such as culture, custom, history of some countries After this practice, I have really learned many precious experience that I think it will help me a lot in my work in the future The following are some of experiences which I gained during this training ● The first, I've learned that one of the most successful ways to sell tours is to advertise them through popular media outlets This this enjoyable job gave me a lot of knowledge Moreover, I could master the time management skills, teamwork skills, etc ● The second, I know how to listen to the phone and how to respond to customer complaints professionally Besides, the safety is also an important factor, for example, writing down the customer's address and phone number You will be in the trouble if you lose something That is why a tour salesman must be careful and thoughtful Moreover, the job may be stressful due to the interaction with many different people with different types of personalities For example, when the guests have a complaint about matters of the company’s services, you must apologize them for the convenience and then call management to alert them of the problem before the guests back to the company So, tour sellers must be good communication, be friendly, active and intelligent In addition, when the telephone of the company rang, the salesman must answer phone in a soft mood with a clear voice I also learned how to change my tone to satisfy customers and make them feel relaxed and comfortable What’s more, I also knew how to behave skillfully towards difficult customers ● The third, I know how to treat existing customers well in order to attract new ones providing comprehensive tour facilities to all customers that take part in the company's tour program If the guest has a positive experience, they will tell their friends and family about the company that provided it In addition, I can Student: Phan Le Bao Uyen INTERNSHIP REPORT 17 Supervisor: Tran Huu Hung improve my listening and speaking skills At work, I have more chances to communicate with foreigners I used to be shy when talking with those aboard because my listening skill was not good After my internship, I feel much more confident ● In conclusion, after this practice, I feel grown-up with experience in communication, the situated treatment skills I could speak English with many foreigners, so my pronunciation is improved a lot Especially, I learned the way to work under time pressure and how to solve problems quickly and effectively Therefore, I think that these jobs are suitable to me in the future I am very happy with these jobs Student: Phan Le Bao Uyen INTERNSHIP REPORT 18 Supervisor: Tran Huu Hung PART 4: FURTHER SUGGESTIONS FOR THE INTERNSHIP SITE AND THE UNIVERSITY 4.1 Suggestions for Nam A Dong Tourist Company During my internship at Richico Apartments and Hotel, I observed and learned ceaselessly Besides getting valuable experience, I also tried to find out inadequate points in the service industry These suggestions are what I took from my observing: For the company business, human resources are important factors which need to be more interested in solving, because products of the services generated by contact to customers directly The business should train and hire more employees, as well as recruit partners and create a new event organization Furthermore, the business should update the office facilities and materials to have the most comfortable working atmosphere for employees In addition, the company could advertise its activities in other parts of Da Nang City to draw more buyers, using efficient methods such as flyers, mass media advertisements, and radio broadcasting In summary, that the staff works better requires them to endeavor to perfect themselves constantly, to cultivate knowledge and experience for creating an professional work environment 4.2 Suggestions for Duy Tan University 4.2.1 Suggestion for the University: ● First and foremost, I hope that our department will be able to collaborate with a variety of foreign language organizations and businesses As a result, students have several opportunities to gain valuable practical experience and to envision their future careers ● The students at Duy Tan University need more real trips Especially, being a student majoring English for tourism 4.2.2 Suggestion for the department: ● The department should hold many extracurricular activities such as English club, picnic for the students who will have conditions to contact with the actual environment, so we are more confident, dynamic and improve communication Student: Phan Le Bao Uyen INTERNSHIP REPORT 19 Supervisor: Tran Huu Hung skills, soft skills Furthermore, the soft skills are very important If possible, the department should add some subjects help the students practice it For example, communication skill, job skill, the way to talk in the crowd, etc With major subjects, practice is more than theory ● In addition, tourism majors should be included in the curriculum to help students develop a greater understanding of the hospitality and tourism industries As a result, when students begin to practice and work later, they will not be surprised Student: Phan Le Bao Uyen INTERNSHIP REPORT 20 Supervisor: Tran Huu Hung SUPERVISOR’S COMMENT Student: Phan Le Bao Uyen ... to all my Teachers in Duy Tan University I take this opportunity to thank my supervisor, Mr Tran Huu Hung for helping me complete the report during the internship time My due thanks also go to... virtue, and a professional working style In the following internship schedule, I will describe in further detail my duties during my internship period Student: Phan Le Bao Uyen INTERNSHIP REPORT... content to price that are acceptable for consumer needs, and active involvement in the introduction of new products to the business Contracts should be negotiated with airlines, overseas travel agencies,