WORK EXPERIENCE INTERNSHIP REPORT cam ranh riviera beach resort spa

MINISTRY OF EDUCATION & TRAINING HOA SEN UNIVERSITY FACULTY OF LANGUAGES & WORK EXPERIENCE INTERNSHIP REPORT Company : Cam Ranh Riviera Beach Resort & Spa Department : Spa Supervisor : Nguyen Thi Huy Hoa Duration : 25/07 – 11/09 Student : Doan Thi Hong Ngan Student ID : 2197047 Class : TM1911 Ho Chi Minh city, September/2022 MINISTRY OF EDUCATION & TRAINING HOA SEN UNIVERSITY FACULTY OF LANGUAGES & INTERNATIONAL CULTURES WORK EXPERIENCE INTERNSHIP REPORT Company : Cam Ranh Riviera Beach Resort & Spa Department : Spa Supervisor : Nguyen Thi Huy Hoa Duration : 25/07 – 11/09 Student : Doan Thi Hong Ngan Student ID : 2197047 Class : TM1911 Ho Chi Minh city, September/2022 ACKNOWLEDGEMENT Throughout the completing the experience internship and the report, I have received a great deal of support and assistance First and foremost, I would like to express my sincere gratitude to Cam Ranh Riviera Beach Resort and Spa Company for creating favorable conditions and opportunities for me to experience the internship in a professional and international working environment in the past months Besides, I would like to thank the guidance and dedicated support of Ms Nguyen Thi Huy Hoa, Department Manager, for guiding me with professional knowledge in the work which is very enthusiastic and helpful I gratefully acknowledge assistance from MA Trinh Binh Thanh Son, whose expertise was invaluable in providing knowledge and guiding students through the internships Additionally, there are no words to fully express my gratitude to all of the Spa Department's colleagues They provided me with an excellent opportunity to demonstrate and promote my abilities Moreover, each colleague assists me learn new skills in a professional working environment Finally, despite the brief duration, it is one of the most significant turning points in my professional development I really would like to express my appreciation to everyone who supported me, directly or indirectly, finishing the internship report SUPERVISOR’S REMARKS CONTENT ACKNOWLEDGEMENT SUPERVISOR’S REMARKS CONTENT CHAPTER 1: INTRODUCTION CHAPTER 2: INTRODUCTION OF THE ORGANIZATION 2.1 General information 2.2 The history of the company 2.3 Oriented development & Development goals 2.4 Company structure CHAPTER 3: POSITION AND TASKS 3.1 Position .9 3.2 Tasks CHAPTER 4: WORKING ENVIRONMENT 13 CHAPTER 5: SELF-EVALUATION 15 CHAPTER 6: CONCLUSION AND RECOMMENDATIONS 16 6.1 Conclusion 16 6.2 Recommendations 16 APPENDIX 17 REFERENCES 18 CHAPTER 1: INTRODUCTION To be able to see the most obvious results for the learning process at university, the most practical thing is to apply this knowledge in practice Therefore, students of Hoa Sen University are always given favorable conditions to cultivate, consolidate and apply the knowledge, skills learned and practical working environment Internships will put into practice the knowledge and skills that will help develop students With this internship, students will be able to clearly visualize the real working environment and the skills needed to work professionally From there, recognize strengths to promote and improve weaknesses In this term, I intern as a receptionist in Cam Ranh Riviera Beach Resort and Spa from 25 July to 10 September With a weeks internship at the company, this will be a valuable opportunity to develop knowledge and skills Besides encouraging yourself to make efforts, try to complete the assigned work, thereby gaining experience for the future career I set the following personal goals: - Get acquainted with the actual environment of the company - Improve communication skills - Cultivate and learn more useful experiences in the field of business Apply what you have learned in practice - Successfully complete the internship and report on the internship on time During my internship at the company, I always try to fulfill my duties well and have useful experiences at the company This report shows my entire internship at the company with the dedicated help of Ms Nguyen Thi Huy Hoa, Mr Trinh Binh Thanh Son and colleagues in the department The layout of the report consists of chapters: - Chapter 1: Introduction - Chapter 2: Introduction of the organization - Chapter 3: Position and task - Chapter 4: Working environment - Chapter 5: Self-evaluation - Chapter 6: Conclusion and recommendations Figure 1: Cam Ranh Riviera Beach Reost & Spa CHAPTER 1: INTRODUCTION OF THE ORGANIZATION 2.1 General information CAM RANH RIVIERA BEACH RESORT AND SPA Company Cam Ranh Riviera Resort Joint Stock Company Address Northern Peninsula Cam Ranh, Khanh Hoa Province, Vietnam Business areas Resort hotel Email info@rivieraresortspa.com Hotline (+84) 258 98 98 99 Website www.camranhrivieraresortspa.com Facebook CamRanhRivieraResortSpa Logo 2.2 The history of the company Cam Ranh Riviera Resort Joint Stock Company is invested by Crystal Bay Group and was established in 2015 Official operation on April 11, 2016 and was recognized as a 5* resort on February 23, 2017 2.3 Oriented development & Development goals With the development of the worldwide tourism industry and the development of Khanh Hoa province's tourism industry Cam Ranh Riviera Resort always strives with specific development orientations as follows: - Striving to become an impressive and safe resort at Bai Dai Beach - Cam Ranh - Providing the best and professional services that bring the unique characteristics of the Resort to guests - Building a friendly working environment, solidarity and healthy competition - Take care and improve the lives of company employees With a history of nearly years, the company sets development goal: - Striving to become a world-class 5* resort 2.4 Company structure Currently the resort has 13 departments: Human Resources Financial Purchasing Sales & Marketing Security Food & Beverages Front Office Chef Landscaping 10 Recreation 11 Animation 12 Spa 13 Housekeeper 14 IT 15 Engineer Figure 2: Company chart CHAPTER 2: 3.1 POSITION AND TASKS Position During my week internship, I was assigned by the Manager Department to be the receptionist of the Spa department at Cam Ranh Riviera resort In this position, I have learned a lot of experience in work as well as communication, besides, I can promote my full potential In addition to the position of a receptionist at the Spa department, I was also transferred by the manager department to the position of front office receptionist In this position, I have also learned a lot of skills, knowledge and work experience Besides, I also got acquainted with many colleagues with a professional working style and high level of work 3.2 Tasks Task Welcoming & greeting guest Consulting Services Knowledge This is a pretty important task for this position When guests visit or use the service, the receptionist needs to greet and welcome guests warmly to make a good impression on customers To be able to give advice and advice on products and services that are suitable for customers' needs, I need to have knowledge about Spa product, benefit & step of each service From there, advertise promotions for customers and sell services to increase Experiences Welcoming guests and communicating effectively with guests to make an impression thereby seizing opportunities to promote services and products Grasp the psychology to be able to consulting appropriate services with guests needs revenue for the department Keep guests updated on the currently available Spa promotion & discount in services offered in Spa Booking service and arrange a therapist Write daily sales report Call Center After the guest confirms the booking, the receptionist needs to record the guest's booking correctly with full information on the booking form I was able to learn the basic Excel skills needed for the task and how to receive information quickly and take notes correctly Open the check on Micros correctly as guest’s ordered service, close the check as kind Write sales reports carefully and of the payment as guest accurately requested After finishing the night shift, I record business transaction on daily guest report Using Outlook software This is quite a difficult task for Fast problem-solving skills, an intern like me and thanks to responsive customer needs, and this task, I have learned a lot of customer-satisfied service attitude experience After being trained in call reception and handling, I was assigned to handle incoming and outgoing calls from guests I need to understand the important information of the business that the caller needs such as the hotline number of the department, record customer service information, handle complaints, Follow the standard check-in process of the resort Consulting, selling resort's services to guests Receptionist manage front desk and perform a variety of administrative and clerical tasks Serving guests during their stay such as assisting guests in booking air tickets, trains, hotel reservations at the next destination, coordinating with relevant departments to resolve requests, complaints complaints of guests Follow the resort's standard check-out process Deal with emergencies in a timely and effective manner Multitasking and stress management skills The knowledge of the resort's front desk operations and the reception's guest service process Organize and store files and papers related to work reasonably and scientifically Perform tasks after guests check-out: update room status, save customer records 10 Figure 3: Commision sales 11 CHAPTER 3: WORKING ENVIRONMENT After weeks of internship at the company, I observe and feel that the company has a professional, transparent working environment and always gives and maintains the excitement and motivation for employees to devote themselves to the company Firstly, in terms of facilities, the company has full infrastructure, machinery and equipment to best serve the job In particular, provide accommodation for employees who are far away from the company, and support shuttle buses for employees Secondly, the environment has clear communication between employees and bosses, between colleagues and departments Convey information accurately, communicate in detail and coherently so that the working environment is free from misunderstandings and conflicts Clear communication helps employees express their own opinions about their personal goals and desires for the job and the issues facing them For instance, when employees have accidents, the company encourages employees to support and encourage each other Therefore, it is possible to see mutual help and support in work between employees and departments 12 Figure 4: Email of request to support colleague Thirdly, salary, bonus, and welfare regime are always based on employee performance and working attitude and are open and transparent Finally, the company always encourages teamwork among employees Moreover, strengthen group activities to strengthen cohesion as well as promote the spirit of cooperation and sharing among employees in the company That activity can be organizing a picnic, a group party, sharing in difficult times, 13 CHAPTER 4: SELF-EVALUATION After interning at the company, I realized my strengths and weaknesses and made certain changes from which to have specific orientations for the future Firstly, in terms of strengths, I find that I have the following strengths when participating in a professional working environment: - Good grooming, professional and well-trained manners - Disciplined performer, strictly comply with the Resort regulation - Good teamwork and cooperation with colleagues - Learn and cultivate knowledge quickly, the ability to adapt to work quickly brings high efficiency - Effective communication skills with colleagues, superiors and customers - Flexible working time and able to work under pressure Secondly, besides the strengths, I also realize that I have many weaknesses that need to be cultivated and learned more - Limited office computer skills - Lack of understanding of in-depth knowledge of the field of reception 14 CHAPTER 5: CONCLUSION AND RECOMMENDATIONS 6.1 Conclusion After weeks of internship at the position of Spa receptionist and receptionist front office at Cam Ranh Riviera resort, I have learned the skills and knowledge of the industry Besides, I also learned soft skills such as communicating with customers and colleagues more effectively After this internship, I have achieved the goals that I set out initially Moreover, I recognize my own weaknesses and strengths, from which I have a plan to develop myself for the future 6.2 Recommendations Firstly, on the company side, it is advisable to develop a strong and transparent internal communication channel with employees From there, it is possible to clearly communicate to employees and receive employees' opinions Thereby, the company's information will be public, clear and transparent Secondly, about Hoa Sen University, the school has done a good job in guiding students to complete the internship, but besides that, when recommending businesses to students, the school should provide clearer information about the business information business and job descriptions submitted by the enterprise Thirdly, for students, if you want to have an environment suitable for yourself, you must hone your skills and knowledge all the time and always have a spirit of curiosity In addition, students should start looking for real businesses as soon as they apply for an internship at school to avoid other cases Finally, after this internship, I also realized the knowledge and skills I lacked I set a goal in my last year of university, I will learn more office skills and improve a few basic foreign languages such as Korean or Russian to be able to communicate effectively in the future career field In addition, master the knowledge of your field of study, especially the field of sales and marketing It will give me background knowledge to develop myself in this industry 15 APPENDIX 16 REFERENCES 17 ... recommendations Figure 1: Cam Ranh Riviera Beach Reost & Spa CHAPTER 1: INTRODUCTION OF THE ORGANIZATION 2.1 General information CAM RANH RIVIERA BEACH RESORT AND SPA Company Cam Ranh Riviera Resort Joint... Peninsula Cam Ranh, Khanh Hoa Province, Vietnam Business areas Resort hotel Email info@rivieraresortspa.com Hotline (+84) 258 98 98 99 Website www.camranhrivieraresortspa.com Facebook CamRanhRivieraResortSpa... UNIVERSITY FACULTY OF LANGUAGES & INTERNATIONAL CULTURES WORK EXPERIENCE INTERNSHIP REPORT Company : Cam Ranh Riviera Beach Resort & Spa Department : Spa Supervisor : Nguyen Thi Huy Hoa Duration : 25/07