THUONG MAI UNIVERSITY ENGLISH FACULTY INTERNSHIP REPORT Company FOCUS TRAVEL COMPANY LIMITED Supervisor HOANG THI ANH THO Student BUI MINH ANH Class K53N4 Student Code 17D170184 HANOI, 2021 HÀ NỘI 201.
1 ACKNOWLEDGMENT During the period of internship, I received plenty of enthusiastic help and support that guide and encourage me to overcome all difficulties and finish this hard but meaningful time Firstly, I would like to express thanks to the teachers of the University of Commerce, and the teachers of English Faculty for creating favorable conditions for me to take my internship Secondly, I sincerely thank Mrs Hoang Thi Anh Tho, my supervisor who gave me useful guidance and advice that help me to finish my internship successfully From this advice, I can improve my English skills and strategies in translation and interpreting greatly Thirdly, I would like to express my gratitude and appreciation to Focus Travel Co., Ltd gave me the chance to an internship Besides, I would like to say thank you to Mrs Bui Thu Hang- my supervisor, the director of the guidance department of the company, and all staff in FOCUS TRAVEL CO., LDT for giving me professional guidance and insightful comments that considerably help me gain a lot of experiences in a real work environment and providing materials for me to complete this report Furthermore, I would like to thank my family and friends who often shared my feelings and gave me timely advice during the internship In short, I thank all people helping me to finish this internship report APPENDIX List of abbreviations No : Number Co., Ltd : Company Limited VND : Vietnam Dong List of images and tables No Table/Image Picture 1.1: Logo of Focus Travel Co., Ltd Diagram 1.1: Organizational and managerial structure of Focus Travel Co., Ltd Picture 1.2: Ha Long Bay trip Picture 1.3: Beach holiday Table 1: Business results of Focus Travel Co., Ltd (2018-2019) Diagram 1.2: The Inbound Distribution System Page LIST OF CONTENT PART 1: GENERAL INTRODUCTION OF INTERNSHIP COMPANIES 1.1 Information about FOCUS TRAVEL COMPANY LIMITED 1.1.1 History of establishment and development of Focus Travel Company Limited Company name: FOCUS TRAVEL COMPANY LIMITED Company type: Travel agency Established year: 01/08/2000 Main markets: Nationwide and International Certificates: ISO 9001:2008 Address: No 15, 47/4, Nguyen Hong Street, Dong Da, Hanoi Tax code: 0101037581 Tel: 04(4)8357585 Fax: 04(4)8358836 Webs: https://www.focusvietnam.com/; Or http://www.focustravel.com.vn/ Logo: Picture 1.1: Logo of Focus Travel Co., Ltd (Source: https://www.focusvietnam.com/) Founded in 2000 by two brothers, Dang Bao Hieu and Dang Bao Loc, Focus Travel is one of the few travel companies succeeding in providing luxury tourism services for travelers coming to Vietnam and Indochina Dang Bao Hieu graduated with a degree in language and international studies His fluency with Russian and Vietnamese made him a great asset for the tour guiding services he was working for But in 2000, he decided to start his own company and named it Focus Travel During this time, his younger brother, Dang Bao Loc had studied tourism and later joined his brother in his new business Together they developed the company by providing services that attracted Russian tourists to beaches all over Vietnam In 2007 Focus brought on Nguyen Duc Tan and with the help of his sharp mind and fresh ideas, Focus Travel became one of the top choices for customers in the Russian-speaking market And then, in 2009 a milestone moment arrived as Focus Travel began cooperating with Indochina Sails to build a 46-cabin, 5-star ship called La Marguerite This new cabin cruiser allowed Focus Travel to offer a completely new Mekong experience During the next years, Focus Travel continued to make steps forward, adding more ships and offices and partnering with leading companies like Mekong Waterways, AmaWaterways, and Rivages du Monde to deliver new and attractive destinations for luxury river cruising Currently, the company cooperates with 30 travel agencies and travel agencies in many cities: Moscow, Saint-Peterburg, Ekaterinburg, Krasnoyarsk, Irkutsk, Khabarovsk, Vladivostock and Kyiv, and so on The company is a member of the Vietnam Tourism Association and PATA international travel organization (Pacific Asia Travel Association) With attractive travel programs, serious and responsible working style plus the ability of staff is the difference of the company compared to hundreds of other travel companies in Vietnam However, in the past year, the global tourism industry could suffer relatively large losses due to the influence of the Covid-19 and the company's tourism business situation is no exception But the management of the company has come up with reasonable policies and directions to overcome this situation by promoting more focus on selling domestic travel tickets and stepping up the advertising of Vietnam tourism to international friends In the future, the new projects of Focus will be developing its outbound sector, creating an opportunity to create great experiences for Vietnamese who travel abroad Some of our outbound destinations include France, Spain, Germany, and Russia 1.1.2 Management structure and organization of the company Focus Travel has positions from low to high as follows: Assistant, Manager, Senior Manager, Division Manager, Deputy Executive Director, CEO Each working level has its respective roles and responsibilities, commensurate salary, and bonuses In each department, each position has different titles or names Based on the size of the company, the nature of the work, the field, and the scope of activities, Focus Travel Co., Ltd is organized according to the following model Managing Director Vice Managing Director Synthetic parts Professional Department Support and Development Finance Accounting Department Marketing Department Executive Department Technical Department Branch System Diagram 1.1: Organizational and managerial structure of Focus Travel Co., Ltd (Source: Office of HR and Administration) Through the diagram, it can be seen that the company’s organizational structure is based on an online management organization model The sections have the following functions and duties: - Board of manager: + Director has the right to decide and take responsibility for all business activities of the company before the law + Deputy Director is responsible for the field of work assigned by the Board of Directors, to assist the director in solving relevant issues in each authorized business field - Finance and Accounting Department: Responsible for the work related to the financial and accounting activities of the business, helping the director of the business to manage and run the business well - Marketing Department: Having the function of organizing and implementing domestic and international tourism market research activities, is the main part of helping the company's director to develop strategies for business operations of the company Besides, the marketing department also coordinates with the executive department in developing travel programs, signing contracts with domestic and foreign travel agencies, companies, and coordinating with relevant departments to track payment and customer service, as well as contract performance - Administrative Department: This is the part in charge of planning and implementing tasks related to the implementation of tourism programs that tourists require such as registration of seats in the hotel, visa, air tickets, etc At the same time, the executive office is also responsible for coordinating with the relevant departments to monitor the deployment of travel programs and with the accounting department to perform the procedures Payment procedures with companies that help guests and provide travel products In addition, the operating room also has the function of organizing, dispatching, and arranging guides for tourism programs signed with customers, carrying out activities to build and develop a team of guides and professional collaborators - Support and Development Department: These departments both meet the travel program needs of the company and contribute to expanding its business 1.1.3 Business lines and areas of the company 10 - Emergency help during the trip The company has a lot of experience in handling problems that arise, protecting the interests of customers in the best way - With “Third-party Liability” legal insurance, the company can fully compensate partners for damages caused by the company's fault 1.1.4 Some key business results of Focus Travel Co., Ltd (2018-2019) Table 1: Business results of Focus Travel Co., Ltd (2018-2019) (Unit: VND) Targets Net sales Sales revenue Profit before taxes Profit after taxes 2018 2019 12.788.939.8 58 12.774.435.3 96 52.737.336 51.262.189 24.899.495.1 49 24.777.251.2 81 76.919.165 75.719.565 Compare 2018/2019 Amount of Ratio (%) money 12.002.815.8 93.96 85 12.110.555.2 94,69 91 24.181.829 45.85 24.457.376 47.71 (Source: Finance and accounting department of the company) Through the above table, looking at the comparison data in 2019 compared to 2018, it can be seen that 2019 had positive growth and development steps Revenue from sales in 2019 increased by 93.96% compared to 2018, proving that the enterprise has launched an effective business strategy to rapidly increase its revenue The net pre-tax profit of the company in 2019 compared with 2018 increased by 24,181,829 (VND) with a growth rate of 45.85% Focus Travel Co., Ltd is the form of equity As the result, the financial autonomy coefficient is quite high so that the enterprise can flexibly apply equity capital 13 The characteristic of the company is that the company operates a particular service sector, so there is no inventory Therefore, the quick ratio is equal to the value of short-term assets / short-term liabilities 1.1.5 Characteristics of the company of the services delivery organization • Organize a system of representative offices: To be able to provide the fastest, best, and highly efficient service as well as reduce some other unnecessary costs such as transportation costs, selling costs, management costs, and so on The company has opened representative offices at the locations where customers have the most travel needs and one main office in Hanoi: +150 Nguyen Dinh Chieu- Ham Tien Ward- City Phan Thiet- T Binh Thuan + Villa 16- 86B- Tran Phu- P Loc Tho-City Nha Trang- T Khanh Hoa + 16 Nui Thanh - Hai Chau District - Da Nang City + 78 Nguyen Van Thu- Ward Da Kao- District 1- HCMC + Head office: No.15- Alley 47/4-Nguyen Hong Street-Dong Da- Hanoi • Methods of sales of the company: + Sales by email: This is the main form of the transaction of the company and often applies to reputable travel agencies and regularly cooperates with the company + Direct sales: This is a form commonly applied to retail customers who directly book tours with the company 1.2 Information about the internship department This is an incredibly important part of many destinations Playing a key in the Company is Inbound distributing or selling its product internationally ‘Inbound’ of the company refers to international visitors, especially Russians 14 entering Vietnam, or refers to the product being sold overseas and paid for in foreign currency, even though the product experience takes place in Vietnam Inbound not only provides opportunities to increase visitation to the company’s business activities but also allows it to diversify its markets and access new areas of business that may balance out regular domestic travel patterns This department takes responsibility to work with distribution partners to sell the company’s product In particular, it runs according to the inbound tourism distribution system Retail travel agent Wholesaler Inbound tour operator Product supplier International traveler Online travel agent Diagram 1.2: The Inbound Distribution System (Source: Administrative department) -Retail travel agents (retailers): + Retailers are either based overseas or in Vietnam and provide customers with an accessible place to book or enquire about travel products + These agents usually provide a shopfront for customers in shopping centers and local town centers, or an online sales channel + When working internationally, tourism businesses not normally contract with an international travel agent directly, but through an inbound tour operator of the company (ITO) or sometimes directly with an overseas wholesaler 15 + Participating in the Specialist Training program is important to educate retail agents about the company’s business + Tourism businesses can work directly with a retail travel agent of the company, or through its wholesaler -Wholesalers: +Providing retailers with travel packages comprising two or more products supplied by different operators + These packages are put together in brochures, which are then distributed to networks of retail travel agents for display in their travel agencies + Providing packages for the inbound market are generally based overseas and sell through retail travel agents based overseas -Inbound tour operators (ITOs): + Sometimes referring to as ground operators and handlers, or destination management companies and negotiating contracts directly with tourism suppliers on behalf of overseas wholesalers + They are responsible for developing itineraries specifically for international travelers ITOs provide a complete, costed travel itinerary that is marketed to customers through international wholesalers and retail travel agents + ITO’s are in charge of all itinerary planning, product selection, booking all travel arrangements, and working directly with suppliers -Online travel agents: +Many traditional travel distributors such as wholesalers and retail travel agents are taking an online approach as well as offering their services from a retail shopfront There has also been an increase in online travel agents who operate solely in the online environment 16 +Online travel agents specialize in online distribution and have no intermediaries-they deal directly with customers and tourism products Customers can purchase a product or an entire holiday package online +Online distribution is less structured than traditional travel distribution channels Commission levels vary, depending on how the site is operated 17 PART 2: INTRODUCTION TO THE INTERNSHIP PROCESS AT THE COMPANY 2.1 Tasks performed during the internship 2.1.1 Internship content • Practice time: From December 28, 2020, ends on January 21, 2021 • Working time: -Morning shift: From 8:00 to 12:00 -Afternoon shift: From 13:00 to 17:00 • Internship position: I worked as a receptionist in the Inbound department at the office of Focus Travel Co., Ltd, the head office is No.15- 47/4-Nguyen Hong Street-Dong DaHanoi 2.1.2 Work content During the internship, the company has created favorable conditions for me to participate in and understand the business activities I would report my job and the problems of acquisition by myself as follows: • JOB DESCRIPTION - Carry out analysis, research, and study of potential markets to advertise travel - programs Search, contact potential customers, negotiate closing deals, and sign contracts Establish good relationships with foreign tourists, perform well travel packages Gather information, synthesize, and report to the Head of the Division on issues related to inbound activities such as visa, registration of the seats in a hotel, booking tickets, transfers, etc • RESPONSIBILITIES 18 - Having an appointment with the head of the guidance department of Focus Travel Co., Ltd, the direct advisor, visiting around the company and socializing with - everybody in the company; Reading documents about the company and typing some documents; Being given directions about my work; Beginning my probation: supporting customer in booking tickets, calling and - answering the telephone from domestic customers and international ones; Typing documents of tours; Cleaning table and arranging documents; Reading the material about domestic and international tours of the company; Translating an announcement of the schedule of tours; Photocopying documents for customers; Receiving faxes; Introducing domestics travel programs to customers; Reading documents of the company and translating them; Answering telephone from foreign customers; Being responsible for assisting the Inbound Department staff; Monitoring and checking the work of finding customers through the destinations; Reporting to Director about arising situations and daily work; Planning to improve, change products following the requirements of partners; Translating articles on the website into English immediately after posting; on the website Moreover, self-responsibility in translation documents; - Performing other duties under direct management; - Proposing plans to reach the target market to sell travel programs • BASIC PROCEDURES OF INBOUNDING IN THE COMPANY - Contacting most of the hotels inside of the company to gather the fit and groups - tariff; Dealing with tour operators companies; Arranging the hotels' reservation and sightseeing; Collecting data about most world countries through the internet; Surveying the inbound and outbound market prices from multi supplier to reach - the best prices and markup; Arranging season packages; 19 - Dealing with local international suppliers and tour operators companies for - arranging hotel bookings and sightseeing; Arranging visa requirements, and flight tickets; Dealing with the client files manually computerized, and preparing them for the - accounting department; Sending schedules and information about travel packages to foreign tourists; Introducing to customers about all travel packages; Completing payment procedures; Always exchanging information with customers (if any changes) through e-mail, - fax, or telephone; Respond to emails and solve problems from international customers 2.2 Self-assessment, Difficulties, and lessons are taken during the internship 2.2.1 Benefits I have been allowed by the Managing Director of Focus Travel Co., Ltd to conduct internships at the Inbound Department During the internship, I always received the help and enthusiasm of the staff in the room for knowledge and professional skills and was provided with any necessary documents for the content of the report Improve soft skills by participating in group activities of the company and entertainment programs Improving office computer skills through typing documents, photocopying, at the same time negotiation skills, and customers’ complaints handling Knowing tourism and travel packages and how to book tickets for domestic customers and international ones In particular, through having direct contact with foreign tourists in negotiating and confirming the destinations, I improve communication in English, which is one of the greatest benefits when doing an internship here 2.2.2 Drawbacks 20 ... about FOCUS TRAVEL COMPANY LIMITED 1.1.1 History of establishment and development of Focus Travel Company Limited Company name: FOCUS TRAVEL COMPANY LIMITED Company type: Travel agency Established... Ltd : Company Limited VND : Vietnam Dong List of images and tables No Table/Image Picture 1.1: Logo of Focus Travel Co., Ltd Diagram 1.1: Organizational and managerial structure of Focus Travel. .. Fax: 04(4)8358836 Webs: https://www.focusvietnam.com/; Or http://www.focustravel.com.vn/ Logo: Picture 1.1: Logo of Focus Travel Co., Ltd (Source: https://www.focusvietnam.com/) Founded in 2000