Báo cáo thực tập của một sinh viên ngôn ngữ Anh, chuyên nghành tiếng Anh du lịch, tại đảo Oasis của Champa Island tại thành phố Nha Trang năm 2020. Báo cáo được viết bằng tiếng AnhAn internship is a good opportunity for students to work at a big company so that they have more real knowledge, useful experiences and develop their skills. It is also time for students to plan their career orientation. When I was a trainee at Cham Oasis resort in ChampaGroup Investment Joint Stock Company ( ChampaGroup), I realized that it has many modern services that I need to learn. Besides, working as an official waitress here make me have more skills, knowledge, even languages about the restaurant. Furthermore, It is a good chance for me to improve good attitudes in the working environment. This report is going to explain what I did and learned during eight weeks in the internship period. Moreover, it demonstrates several comments and recommendations in this period.However, this is the first time I get used to this job and the working environment. Therefore, it can not be without restrictions when I finger out, evaluate or make comments and recommendations about this the company. Finally, I hope the report will be a useful document for teachers and other students. Thank you very muchAn internship is a good opportunity for students to work at a big company so that they have more real knowledge, useful experiences and develop their skills. It is also time for students to plan their career orientation. When I was a trainee at Cham Oasis resort in ChampaGroup Investment Joint Stock Company ( ChampaGroup), I realized that it has many modern services that I need to learn. Besides, working as an official waitress here make me have more skills, knowledge, even languages about the restaurant. Furthermore, It is a good chance for me to improve good attitudes in the working environment. This report is going to explain what I did and learned during eight weeks in the internship period. Moreover, it demonstrates several comments and recommendations in this period.However, this is the first time I get used to this job and the working environment. Therefore, it can not be without restrictions when I finger out, evaluate or make comments and recommendations about this the company. Finally, I hope the report will be a useful document for teachers and other students. Thank you very much
PREFACE An internship is a good opportunity for students to work at a big company so that they have more real knowledge, useful experiences and develop their skills It is also time for students to plan their career orientation When I was a trainee at Cham Oasis resort in ChampaGroup Investment Joint Stock Company ( ChampaGroup), I realized that it has many modern services that I need to learn Besides, working as an official waitress here make me have more skills, knowledge, even languages about the restaurant Furthermore, It is a good chance for me to improve good attitudes in the working environment This report is going to explain what I did and learned during eight weeks in the internship period Moreover, it demonstrates several comments and recommendations in this period However, this is the first time I get used to this job and the working environment Therefore, it can not be without restrictions when I finger out, evaluate or make comments and recommendations about this the company Finally, I hope the report will be a useful document for teachers and other students Thank you very much! 1|Page ACKNOWLEDMENT I have completed a practical internship at ChamGroup Investment Joint Stock Company ( or ChampaGroup), which gave me many opportunities to learn, experience and improve myself First, I would like to express my deepest appreciation to all the teachers of my faculty, the Faculty of Foreign Languages because of opening a practical course to enhance our knowledge and essential skills, especially MA Le Hoang Duy Thuan and PhA Hoang Cong Binh, who trained us before starting the internship Furthermore, I would like to convey my sincere gratitude to MA Nguyen Phuong Lan, my supervisor She is such a great teacher, she regularly concern us in the internship period Second, I am highly indebted to Mr Nguyen Duy Vinh- The General Director, Ton Nu Thien Kim-the Human Resources Director who gave us a chance to become a trainee at ChampaGroup Third, I want to give “thank” to Mr Do Duy Manh- a Human Resources Staff and Ms Ha Thi Ngoc Trân- The Supervisor of the Training Department, who guide, train and support us in this weeks Next, it is my pleasure to give “thank” to Mr.Bui The Vinh, and Mr.Nguyen Ngoc Hoang Hai, my supervisors Moreover, I could not work well unless there is enthusiastic help from Ms Nguyen Thuc Tran, Ms Tran Thi Thien Trang and Mr Nguyen Viet Vu who directly trained, reminded and shared experiences for us Besides, it has a large contribution from staff in Kubera restaurant and the company They gave me happiness when working here Last but not least, I am grateful to all friends in my team for helping and sharing experiences during this term 2|Page TABLE OF CONTENT I Introduction 1.Introduction about the company 2.Introduction about the services of ChampaGroup .6 II.SWOT analysis 13 1.Strengths 13 2.Weaknesses 15 3.Opportunities .16 4.Threats 17 III.Internship summary 17 1.The work .17 2.Experiences 23 3.Difficulties 24 IV Recommendation 25 Recommendation for ChampaGroup 25 Recommendation for the faculty of Foreign Languages .25 V.Conclusion 27 VI References 28 3|Page I INTRODUCTION: kilometers from the center of the city, ChampaGroup in Nha Trang is one of the wonderful selections for relaxing or residence for Vietnamese as well as international visitors With well located, it is easy for visitors to approach the famous destinations of Nha Trang Coming to ChampaGroup, visitors will be highly served by modern conveniences, including 24-hour room service, free wifi for every room, 24-hour front desk, luggage storage service, public wifi Furthermore, this resort provides 5- star accommodation with sauna rooms and kid clubs Besides, There are gym fitnesses, swimming pools, spas or types of restaurants Besides, the company invests in other fields such as real estate, entertainment, event management, and health care 1.Introduction about the company: 1.1 General information ChampaGroup Investment Joint Stock Company (or ChampaGroup) was established on the 20th of May in 2005 It is located at 304, 2/4 street, Vinh Phuoc ward, Nha Trang Mr.Le Van Luc- the Chairman of the board is the legal representative of this company and the General Director is Mr Nguyen Duy Vinh Following is the chart about members of ChampaGroup’s board of management 4|Page Here is the website of ChampaGroup: www.champagroup.vn 1.2 Fields of activities of the company: This company invests in many different fields such as real estate, tourism-resort, health care, consultancy and construction, cuisine – entertainment, event management, farming and ecotourism Champa Island Nha Trang resort, Cham Oasis resort, Giang Huong ecological mansion area, Nha Trang Green Hills ecological urban area are projects which we can mention 5|Page Introduction about the services of Champa Group: ChampaGroup includes resorts lying in two islands with diverse services: Champa Island Nha Trang resort and Cham Oasis resort 2.1 Champa Island Nha Trang resort: Located on the first island of ChampaGroup, Champa Island Nha Trang resort contains services about accommodation, entertainment, and spa 2.1.1 Champa Palace: 6|Page Champa Palace is a restaurant cluster serving breakfast buffet, banquet, meeting, conventions with banquet halls: Vishnu ( 580 seats), Shiva (390 seats), Brahma (260 seats) Brahma also has a breakfast buffet service for residential customers in Champa hotel If other customers want to have breakfast here, they can buy a ticket to enjoy it One ticket for an adult costs 250.000VND, one for a child who is less than 1m2 costs 170.000 VND, and children under years old are accompanied by their mother Besides, there is the Terrace outdoor hall (1000 seats) which is suitable for the need of booking a romantic outdoor party Champa Palace also has other services such as Cooking class, Karaoke ( 200.000 VND/ an hour), small dining room (90 seats) 2.1.2 Champa Garden: Champa Garden is a restaurant along with Cai river, and it is opposite with Lakshmi Grand Hall This restaurant is specializing in serving fresh seafood dishes and Vietnamese popular food It opens from 10.00-22.00, and 6.00-22.00 on every Sunday 7|Page 2.2.3 Aspara coffee: Located behind Lakshmi Grand Hall, this restaurant serves coffee for customers inside and outside ChampaGroup It also serves dishes from regions in our country 2.2.4 Lakshmi Grand Hall: Lakshmi Grand Hall is on the left of the main entrance With 1000 seats inside and 1000 seats in the extension area, and the system of modern sound, light and LED screen, it is the top of selection for national as well as international weddings, meetings, conventions, and events 2.2.5 Ganesha Grand Hall: Ganesha Grand Hall is on the ground floor of Champa Island hotel ( Champa Island Nha Trang- Resort, Hotel and Spa) Be similar to Lakshmi Grand Hall, it is one of the best choices for conventions, events, and weddings with modern equipment Ganesha Grand Hall 8|Page has 680 seats, and it can be divided into small halls The first and second hall can contain 120 people for each hall The third hall can include 260 people 2.2.6 Champa Island Hotel (Champa Island Nha Trang- Resort, Hotel and Spa): L D N I G E E U V P Y H A E O Q N U G L A D X N U P C G Y A H N U N V C IH V A N U N H Located on the first island, Champa Island Hotel totally has 160 rooms decorating with modern style and the largest swimming pool in Nha Trang 2.2.7 Champa Spa (Salt Rock Spa): Cham Spa or Salt Rock Spa is in the right of the Champa Island Hotel, along with the river It is open from 6.00 to 20.00 This is the only outdoor professional ecological Spa – Massage area, near the river There are 10 rooms, all of them are equipped with dry and wet saunas- the first and only service in Nha Trang Furthermore, the first island in ChampaGroup also has Souvenir Shop, Kids Club and Cham Swimming Pool 9|Page 2.2 Cham Oasis resort: Cham Oasis resort is on the second island of ChampaGroup- Oasis Island It includes luxury condotels and entertainment services 2.2.1 Uma Condotel: Uma Condotel is the first building on the left in the way of entering Cham Oasis Island It features 201 suites with floors designed with a touch of ancient Champa architectural style, which guarantees visitors a refreshing and exciting experience 2.2.2 Kubera Condotel: This is the second building on the left when entering the second island which features 158 luxury suites from 2-3 bedrooms in each suite It is a 5-star condotel with a restaurant serving a breakfast buffet, a la carte with enhancement Vietnamese cuisine on the European platform style 2.2.3 Kubera Restaurant: Kubera Restaurant is after the front desk of Kubera Condotel It serves a breakfast buffet with a 5-star standard This restaurant also serves a la carte with Asian and European styles 10 | P a g e for everyone Customers who want to experience this service at the craft village can buy a ticket It costs 50.000 VND Also, Business Center, Kid's Club, Cham Oasis Villas, Oasis Swimming Pool, Cyclo Bicycle Rental Service, Sauna room, Football Field and Golf Yard is services of Cham Oasis Island are also needed to mention Besides the aforementioned services, Champa Group also has other services, including Private Beach, Love Lock Bridge, Wedding Photography Service, Room service, non-smoking area, clinic, electronic shuttle bus… II SWOT ANALYSIS: Strengths: 1.1.Position: ChampaGroup Nha Trang has a convenient location in Nha Trang It is kilometers from the center of Nha Trang; therefore, it is easy for residents of ChampaGroup for traveling to tourist attractions It just takes minutes driving to Po Nagar Cham tower, minutes to Dem market, 10 minutes to Agarwood tower, 19 minutes to Vinpearl land, minutes to Nha Trang cathedral, 15 minutes to Oceanographic institute, minutes to Chong Promontory and minutes to Long Son pagoda Besides, thanks to being located in islands, along with Cai river, so it creates a fantastic view for restaurants, karaoke space, and gardens 1.2.facilities and services: ChampaGroup Nha Trang not only has a beautiful view but also includes public wifi, free wifi for every room, many cameras to prevent stealing…Rooms in hotels and condotels here are a variety Following is the table about kinds of room in ChampaGroup 13 | P a g e CHAMPA HOTEL Champa Suite Suite Champa Family Premier Deluxe Superior Standard UMA CONDOTEL Uma Studio Suite Uma Premier Suite Uma Executive Suite Uma Central Suite KUBERA CONDOTEL Kubera Grand Suite Kubera King Suite Kubera Signature Suite If visitors residence here, you can both relax in luxury rooms with modern equipment insides of rooms, fitness centers, kid clubs, spa, and massage and admire the unique architectural features Especially, they are the combination of modern architecture (condotels, fitness center, spa, villas…) with traditional Vietnamese culture ( craft village, organic gardens…) and Cham culture ( restaurants and grand halls of Champa Island Nha Trang resort) Services here are special and diverse with experienced staff It is special because of ecotourism- tours for visitors to visit gardens and its location- is located in islands among the city, along with Cai river and near attractive destinations cultural services such as teaching visitors to learn some traditional jobs Only focusing on food and beverage services ( F&B), we can see how diverse it is They are F&B areas (FB1, FB2, and FB3) with different mains duties FB1 includes Champa Palace, Ganesha Grand Hall…, and they focus on banquets, events or conventions FB2 is also in Champa Island Nha Trang resort containing Champa Garden restaurant – the seafood restaurant and Asara coffee shop Additionally, there are Kubera restaurant and Oasis pool bar (FB3) in Cham Oasis resort It has a bar, near the Old House which operates every Sunday Besides, the company focus on protecting the environment In many ways, they try to decrease using plastic, for instant use paper straws With the staff here, they will be fined 50.000 for each time use non-recycled plastic 1.3 staffs: Like other 5-star resorts, ChampaGroup Nha Trang has professional staff being willing to empathetically listen to what customers need, complaints or recommendations 14 | P a g e They are also influential in many foreign languages such as English, Chinese, Japanese, Korean and Russian, which creates professionalism for this company Besides, there are active, enthusiastic and young servers One of their specialties is willing to learn new things and change so that many customers, especially international visitors look favorably upon them Bellow is some good comments about the staffs, their attitude and other aspects of Vietnamese as well as international visitors from on the Facebook page of ChampaGroup Nha Trang: + “All the staffs are very friendly and helpful The breakfast buffet was more than expected, and Ms Anh and Mr Son there took good care of us making us stay more happier” – Eun Hee Kim + "Wonderful…if I have a chance to come back to Nha Trang, I will definitely book a room in Champa…the large room, the airy and large space, convenience, carefully and enthusiastically serve."-Ngọc Su + "beautiful place, good service!" – Hannah Nguyen + "good service, nice people" – Jason Chiang + "nice food, good service The food is the delicious and wonderful view" – Thái Thủy Nguyễn + “ The wonderful place for celebrating a wedding and relaxing" – Đặng Minh Tâm + “ the large space, fantastic view, extremely good service” – Tấn Vàng + “ very beautiful, it’s worth to come back” – Phạm Thanh Quang + “beautiful, peaceful, convenient The large room, romantic space, good room service”Hoa Nguyen + "We love the whole resort but especially loved the pool area, It's so nice to stop for a break and a little time out from the hurly-burly of our Vietnam tour" – Clare Pike 15 | P a g e + “I like it! Worth coming again! Can bring my family members!"- 薄薄薄 Weaknesses: 2.1 service: ChampaGroup is not only a place for visitors to relax but also an ideal place to celebrate birthdays, wedding or other events Therefore, it may make noise for customers and affect their enjoyable holiday, especially with the customer in the Champa hotel 2.2 Staff: Beside good servers, there is the staff who are lack experience when taking care of customers Furthermore, some of them don't use foreign languages well, even can not speak anything, especially Chinese Opportunities: 3.1 Services: The services here are unique and attractive, which makes many customers choose ChampaGroup as a destination for the holiday as well as would like to come back Ecotourism or Trade village tour here is the trend of tourists nowadays 3.2 Location: Khanh Hoa is recognized as a major destination of the whole county, with the poetic city, Nha Trang Moreover, the number of visitors coming to Nha Trang is more and more increased According to the statistics of September in 2019, the number of international visitors comes to Nha Trang is 1,8 million This is a good chance for companies that are investing in services in Nha Trang, including ChampaGroup 3.3 Human resources: 16 | P a g e Human resources is one of the most important factors affecting the development of an enterprise The tradition of the Vietnamese people is hard-working Furthermore, the young now is easy to access new things, accept and change to make themselves perfect These are all the strength to work in tourism One more thing, there are universities and colleges in Nha Trang which train about tourism and foreign languages Therefore, it is hard to lack of good human resources for a tourism company Threats: *Competition: Not only ChampaGroup, but it also has many 5-star resorts, restaurants, and hotels in Khanh Hoa as well as Nha Trang Also, there are 5-star international brands ( Amiana resort, InterContinetial Hotels) or Vietnamese brands: be famous and early established (Vinpearl Land) These attract not only tourists but also good human resources III Internship summary: 1.The work: In eight weeks working in ChampaGroup, I was assigned to work at FB3, and most of the time I worked in Kubera Restaurant which I learned many experiences, knowledge and have a chance to develop myself 1.3 Duties in the internship period: 17 | P a g e FB3 area is located in Cham Oasis Island, including Kubera Restaurant, Lobby bar , and Oasis Pool Bar 1.3.1 At Kubera restaurant: NUMBE R 10 11 12 13 14 15 16 17 18 19 20 21 22 18 | P a g e WORK IN THE SHIFTS From am-6 pm Reading logbook and taking the delivery of the previous shift Attention to personal dress and appearance Wiping areas: A, B, E, F and buffet line Setting up dining tables for breakfast buffet Setting up the spice set: toothpick and sugar, salt and pepper Turning tarpaulin (at 5:30) Setting up E area Check the dishes and put name tags Preparing strays, napkins, side plates, and others on stations Checking carts Checking tables, chair and things setted up in dining tables Checking washing glasses area and pantry area Hottest: pick up, guide and introduce for guests Serving buffet Clearing room (pantry in charge)-8am Turning off unnecessary lights Finishing buffet time-10am Clearing Buffet areas, tables, chairs… Checking again work assigned Checking and store tools in the warehouse Storing tools in the bar and stations Checking and preparing tool for room PERFORME R SUPERVISOR Waiter J.Captain Waitress Manager and and Hostess DFBM service 23 Preparing tools to set up for A la carte 24 Checking dishes again with the kitchen 25 Serving A la carte 26 Shifting 27 Dumping the trash and clearing From pm to 10 pm 28 Reading logbook and take the delivery of the book 29 Checking menu and standees 30 Checking tables, chairs, tools, f&B warehouse… Waiter 31 Pulling the tarpaulin up in B area 32 Taking tools from stewarding and washing glasses area to dry and arrange Waitress them and 33 Setting up E area 34 Turning on the lights Hostess 35 Serving A la carte 36 Pulling the tarpaulin down in B area 37 Switching phone line: 9.55, finishing the shift: 10 pm 38 Checking and storing tools in the warehouse 39 Shifting for guardian 40 Dumping the trash and clearing There is some work I was assigned to the restaurant: +Wiping areas and buffet line +Setting up dining tables for breakfast buffet + Setting up the spice set: toothpick and sugar, salt and pepper + Preparing strays, napkins, side plates, and others on stations + Checking table, chair, and things setted up in dining tables + Hottest: pick up, guide and introduce for guests + Serving buffet + Checking and store tools in the warehouse 19 | P a g e Waiter Waitress and Hostess +Storing tools in the bar and stations + Checking and preparing tool for room service + Preparing tools to set up for A la carte + Serving A la carte + Checking tables, chairs, tools, f&B warehouse… + Taking tools from stewarding and washing glasses area to dry and arrange them Here are details of some work with using foreign languages and communication skills: *Hostest: When working as a hostess, especially in Breakfast buffet time, I have to show the most enthusiastic, friendly and helpful attitude with guests When guests entering our restaurant will say: “Xin chào! Welcome to Kubera restaurant!” "Can I have your room number, please?" “How many of you?” “Would you like to sit insides or outsides?” “Follow me! This way, please?” … When they finish their breakfast and come to their room back, I say: "Thank you! Have a nice day" Sometimes, I help them to find what their need such as restroom, where the spoons, bowls….is, recommending entertainment services in ChampaGroup and famous tourist attractions in Nha Trang… *Serving in buffet areas: 20 | P a g e ... about the services of Champa Group: ChampaGroup includes resorts lying in two islands with diverse services: Champa Island Nha Trang resort and Cham Oasis resort 2.1 Champa Island Nha Trang resort:... resort: Located on the first island of ChampaGroup, Champa Island Nha Trang resort contains services about accommodation, entertainment, and spa 2.1.1 Champa Palace: 6|Page Champa Palace is a restaurant... 2.2.6 Champa Island Hotel (Champa Island Nha Trang- Resort, Hotel and Spa): L D N I G E E U V P Y H A E O Q N U G L A D X N U P C G Y A H N U N V C IH V A N U N H Located on the first island, Champa