Apprentice report at central park hotel corporation

PEOPLE’S COMMITTEE OF DONG NAI PROVINCE DONG NAI UNIVERSITY FOREIGN LANGUAGE FACULTY APPRENTICE REPORT AT CENTRAL PARK HOTEL CORPORATION Advisor’s name: VO THI MONG THU Student’s name: CHU HOANG TUYET ANH Class: English Major A – Batch: 04 Academic years: 2014 - 2018 UBND TỈNH ĐỒNG NAI CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM TRỪƠNG ĐẠI HỌC ĐỒNG NAI Độc lập – Tự – Hạnh phúc BIÊN BẢN CHẤM BÁO CÁO THỰC TẬP Họ tên sinh viên: Sinh ngày:………………Lớp:…………… Khoa: Điểm chấm phần: ST Mục Điể ST m T Mục T Company’s comment Format Introduction Overview 10 grammar Spelling Hợp đồng (Nếu Content 11 có) Ngoại khóa Conclusion Cộng Structures Điể m (Nếu tham gia) Cộng Điểm tổng cộng: …………… (in written………………………………….) Nhận xét chung: Ngày ………tháng…… năm………… Instructor’s signature UBND TỈNH ĐỒNG NAI CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM TRỪƠNG ĐẠI HỌC ĐỒNG NAI Độc lập – Tự – Hạnh phúc BIÊN BẢN CHẤM BÁO CÁO THỰC TẬP Họ tên sinh viên: Sinh ngày: ………………Lớp: …………… Khoa: Điểm chấm phần: ST Mục Điể ST m T Mục T Company’s comment Format Introduction Overview 10 grammar Spelling Hợp đồng (Nếu Content 11 có) Ngoại khóa Conclusion Cộng Structures Điể m (Nếu tham gia) Cộng Điểm tổng cộng: …………… (in written………………………………….) Nhận xét chung: Ngày ………tháng…… năm………… Instructor’s signature TABLE OF CONTENTS  ACKNOWLEDGEMENT  CHAPTER ONE: INTRODUCTION Page The meaning, overview and feeling after the internship .1  CHAPTER TWO: OVERVIEW OF THE COMPANY 2.1 Company Profile 2.2 Merchandising 2.3 The outlets and services 2.4 What is our target customer 2.5 Organization and business activities  CHAPTER THREE: CONTENT 3.1 Job Identification 3.1.1 Position .7 3.1.2 The key result and essential responsibilities 3.1.3 The work relationship .8 3.2 Performance: 3.2.1 jobs…………………………………………………… Desk 3.2.2 My working day .11 3.3 Result 22  CHAPTER FOUR: CONCLUSION 4.1: Summaries 25 4.2: Lessons learned 25 4.3: Comments or recommendations .26 4.4: References 28 ACKNOWLEDGEMENT First of all, I would like to express the deepest gratitude to the lecturers of Foreign Language Faculty at Dong Nai University As a student studying English Language majors, under the dedicated guidance of lecturers brought during the past four school years Lecturers shared knowledge, experience and skills necessary for me to complete the course and to prepare better to work in the future in the best way In particular, I would like to express our sincere thanks to Mrs Vo Thi Mong Thu, internship supervisors, guided and helped enthusiastically during this internship Besides, I would like to also thank the dedicated guidance of Mr Nguyen Van Toan – Front Office Manager, Mr Nguyen Phong Vu – Duty Manager and all of people of Front Office Department and Central Park Hotel Corporation was created conditions and helped me to complete the good work during the past two months Because of limited conditions and practice time, so my internship report cannot avoid shortcomings and certain restrictions I look forward to receiving comments to make my report better Thank you very much! CHAPTER ONE: INTRODUCTION: Two months at Central Park hotel corporation is not a long time, it’s a short time neither but it’s enough for the different experiences The difference comes from the transferring from a student to a staff The difference is also the feeling of changing the environment, habits, routines and the people who talks to you every day They are not only your teachers; they are not your friends, but also your colleagues Because I am still a student, sitting on school’s desks, so how I know the experience of getting a job - like a staff For students, the internship is very useful You know, students always have the internship before graduation that was really meaning of them For me, this internship is not only an opportunity but also a challenge I could acquaint with practical works and apply my knowledge learned in school into that works And I also accumulated some skills and experiences to apply for my future job Hotel business increases the GDP of the region and a country, development contributes to strengthen domestic and foreign investment as well Hotel business contributes positively to the development of exchanges between nations and nations in the world Central Park Hotel is the first and only hotel five stars in Bien Hoa city, to take the lead in hotel business at this area Beside that, Central Park Hotel has assisted with city more aesthetic and created conditions of employment for a lot of staffs and workers At Central Park Hotel Corporation, my position is Concierge and after that move to exactly position is Guest Relation Officer I have two months in here from April 06.2018 until now During two months working at Central Park, I have had a lot of valuable experiences, understood more about hotel services and learnt elaborate take care customer II / CHAPTER TWO: OVERVIEW OF THE COMPANY 2.1 / Company Profile: 2.1.1 ) Full Name: CENTRAL PARK HOTEL CORPORATION The naming concept for Central Park Hotel is inspired of the green and central park nature of Bien Hoa city Since the Central Park Hotel is located to the enormous park in the heart of city, which brings a natural living atmosphere and an immense view from the hotel 2.1.2) Established: April 22, 2011 and Soft Opening: April 26, 2018 2.1.3) Address: 128/16, Tan Tien Ward, Bien Hoa City, Dong Nai Province Where is Central Park Hotel located: In the center of the southern key economic region of the development triangle With its geographical location and traffic hub, Bien Hoa is a promising city of wealth and development The city is uniquely blended between natural surroundings and uprising buildings 2.2/ Merchandising The Central Park Hotel is the first and only five-star hotel in this city, with 195 rooms have city views and 22 floors The type room towel swan and flower setting up About six hours later, I entered and checked room follow up right to VIP guest classification details Guest arrived at 6:00 A.M (05/05/2018) will serve breakfast in the room  Checking carefully facilities in the room, air conditional, television, electricity to make sure the room not happen any problem  Sending schedules to Duty Manager for the following week  Receiving the uniform of the company  Taken from stationery for Duty Manager one paper bag  Setting up key for 195 rooms in the hotel by set up keys and master keys 05/05/20 Shift  10:00 A.M: Checking a honeymoon 18 support M9 room (404) Minibar, electricity, (From 9:00 amenities, television was alright The A.M to 5:00 bed had folded towel swan, flower P.M) and wine  When Ms Nha checked in, I was escorting guest go to the room, after that I advisory about breakfast tomorrow Take note the cuisine that guest want to serve and sent email for Room Service I also announced for guest that Room Service did not 19 serve after 11 P.M 06/05/20 Shift M6 • Mr Nguyen Minh Triet called to the 18 (From 6:00 hotel and asked me about buffet A.M to 2:00 restaurant and pool but at that time, P.M) the restaurant and pool did not open So I received guest’s information (name, telephone number, guest request) and wrote my log book • Guiding guests to see the hotel room according to guest needs: the room number is 415 (Classic King) and 422 (Deluxe Twin) After that, the curtain of room 422 has been broken When the guests have left, I called for House Keeping and Engineering to fix the curtain and block the room • Guiding two guests see the room: 401 and 415 • Receiving information is the key of 07/05/20 Shift M6 18 (From 6:00 room 405 is damaged  Getting the Banquet Event Order A.M to 2:00 (BEO), signed and announced for P.M) everyone  Guiding two guests see the room: 401 and 415  Escorting guest and luggage go into the room (406)  Escorting guest and luggage go into the room (415) Guests must be 20 treated with care 09/05/20 Shift  Receiving the message that room 18 support M9 401 needs to be cleaned And after (From 9:00 that, i have announced to A.M to 5:00 Housekeeping to take care about P.M) this  Showroom today is :401, 415 Because the curtain of room 422 still has been broken So I replaced it by room 411 and announced to Housekeeping to clean it  Getting the key of elevator from the 11/05/20 Shift A2 18 (From 2:00 Reception and noticing that if P.M to 10 anyone wants upstairs have guests P.M) or not, they must go with the Guest Relation Officer  Guiding two guests see the room: 401 and 411  Receiving request from guests in room 406 need to buy a heat rub and guest wanted to call room service who serve dinner I assist room service go to the guest’s room  Typing and printing the Job Description of GRO 13/05/20 Shift A2 18 (From 2:00  Training is provided when someone sends something, or when the hotel P.M to 10 wants to send a message to guests P.M) when they are not in the room and 21 process of using bank card machine 14/05/20 Shift A2  Getting informed that 16/05/2018 18 (From 2:00 have 38 rooms from Decathlon P.M to 10 Company will check in at P.M P.M) Being remembered some benefits of group: Use complimentary gym (6 A.M – PM) and pool (6 A.M – P.M) Breakfast: the form is buffet at Park Avenue Restaurant When guests come down to the restaurant for breakfast, just said their room number Special service: they have pool party on 17/05/2018 and everyone has one welcome drink for check in and pool party  Training early check-in and late check-out policies, as well as children's policy in the hotel 16/05/20 Shift A2  This day, the hotel has more 50 18 (From 2:00 rooms and guests stay from 4th to 9th P.M to 12 floor, so my position on the 8th floor P.M) with ten rooms and my responsibility is escorting guests and luggage to room shortly It is a difficult task for me because my room number is the most, while everyone has only six or seven rooms I came to the company 22 at 1:00 P.M to make sure to check carefully all of my room  Receiving two noticed about VIP room and requested fruit basket and wrote welcome letter before guest arrival To make sure the room will Inspected before 5:00 P.M  My team was completely prepared to welcome guests and about three hours later they arrived I remembered that Bellman, GRO, Operator and Receptionist were try our best to take care all of the guest When they came, we had invited them to the lobby check in and serve the beautiful welcome drink In the first time, using English to serve customers is something very happy for me After arranging seats for guests to check in on time, we return to the assigned position  The first guest went to the 8th floor were French guests, very politely refused when I wanted to assist their luggage I have instructed him about the functions in the room such as safety box, minibar, emergency map, air conditioner and two function buttons is Do Not Disturb and clean the room, telephone number of Receptionist I have done a great job 23 of helping my clients understand more about the hotel's products And I completed the remaining nine rooms thanks to the help of the bellman about luggage By that day, I understood more about team work  Supporting room 809 call Room Service helps serve pizza & pasta and also helps guests on the 9th floor to meet him friend on the 5th floor Although I was arriving home at 11:30 A.M, I was very happy to help everyone 17/05/20 18 Shift A2 (From 2:00 P.M to 10 P.M)  Ms Nguyet (0946855099): called to the hotel and asked me about gym  Solving the complaint of guest: the room number is 901, 902, 903 and 904 have a problem: television is not working I waited for the guest come back to the hotel and asked if they wanted to change rooms or not And prepare the 714, 514, 614 and 812 to change for guest if they agree  Guest of room 607: need more two complimentary water  Guest of room 904: no need changing the room  Guest of room 506: need a scissors to cut the label on the shirt That’s all case, I take note and 24 announced to Housekeeping Department to assist me 19/05/20 Shift 18 support M9  Sending email for involved department to prepare a honeymoon (From 9:00 room for Duong Thuy Trang to check A.M to 5:00 in 20/05/2018 All of the service P.M) request to make sure complete before the guest arrival  Preparing showroom this day: 501,506,811  Escorting guest and luggage go to the room (811)  Preparing six rooms for Ms Duong Thuy Trang next to the honeymoon room and make sure clean all of that 20/05/20 Shift M6  Reserving a taxi for guest 18 (From 6:00  Escorting makeup artist, bride and A.M to 2:00 P.M) groom go to the honeymoon room  Receiving the BEO from Sale Department and signing it  Making a key of waiting room for bride 22/05/20 Shift M6 18 (From 6:00 A.M to 2:00 P.M)  Preparing showroom this day: 701,810 and 811  Checking the key room for guest arrival today: 419 and 421  Reserving a taxi for guest of room 418 and 417 25  Taking a T-shirt for guest of room 802 25/05/20 Receiving a notification that airport 18 pick up Ms Katharina from Bultel International Company on 29/05/20 18: Shift M5 29/05/2018 I came to the company at A.M, (From 5:00 prepared two bottles of mineral water A.M to 2:00 & welcome board, contact with the P.M) designated driver in advance to make sure to pick up at the airport without any mistakes Along with me is the Duty Manager and another GRO We have trained to introduce all services of the hotel when meeting guests The flight was delayed for 30 minutes and then we picked up our guest After taking the hotel to the luggage, I received a new mission to welcome four guest rooms from the Embassy to the United States That is a long day but I’m very happy with all of that That is all of my diary at Central Park Hotel Corporation And in my mind, that’s my valuable experiences of this life I can’t forget  3.3/ Result: 26 They are about the environment and these are what I got from this apprenticeship: + Being more and more confident: Because of the nature of this job, you must confident to communicate with customers, colleagues to express your opinions I have attended many meetings here and each one has its own purpose, such as: going over the whole activities of the past month, giving the project for the next month (the arrival groups), correcting the mistakes that we made or preparing Everyone has their own rights to state their opinion, I am often given the first priority to that because I am the youngest and the newest one in our center The opening air plays an important part in each meeting; it creates for us a really comfortable environment to speak out our suggestion, opinion and ideas + Improving knowledge of English, system and words: Throughout the working process, I have many opportunities to approach the computer to work Typing documents helps me improve myself many skills when doing my job, especially on computer In a professional environment of Central Park Hotel, of course I also use English to talk to my foreigner guest, so that I can correct my errors in speaking and using grammar I think this environment is an ideal one to develop my English + Learning how to state your opinion, how to sort your working environment: At Central Park Hotel, I am always showed the way to get everything in order, so that we can easily get what we want for 27 jobs without finding out them The way to everything logically maybe help me a lot in my life in the future + Being careful in doing anything: wherever you work, not only Central Park Hotel, you have to be as careful as possible If you not want to cause any mistake and then get some shouting or even being fired Typing something, put necessities in order and everything requires from your carefulness + Be more attentive to my colleagues and know how to work in groups: At Central Park Hotel, team work is very important and we have to work follow a line All of the position in Front Office will be training SOP and have a same test Although there is some pressure but I feel more mature, more responsible in every situation, more disciplined with working on time 28 CHAPTER FOUR: CONCLUSION 4.1 Summaries That’s all my memory in two months with Central Park Hotel In the near future I am sure that I will not be able to forget everything here Two months has elapsed, I still remember the voice of my buddy showing how to something Before we finally decided to sign the contract, our team had a very big problem that I felt very sad and eventually we refused the opportunity of the company But I still want to thank to my school for giving me the opportunity to meet people at the company, memories that will later be my valuable experience I would like to thank to my loveable buddy is Mr Nguyen Phong Vu – Duty Manager He not only gave me valuable experience but also helped me a lot Beside that, I also would like thanks to all of staff at Central Park Hotel Corporation because they helped me during two months 29 As you know, working in the first company is not my specialization so it has a lot of difficult things At the first day, I did not know what I need to do, so I had some problems However, at the next days, after acquainting with the working environment, my job became to easier because of having helps of the staffs at there They are not only caring but also cute and enthusiasm Though I am a new person, but the way they treat me is so touched Every lunch out, every moment we’ve been through in training, holiday’s event will never be forgotten 4.2 Lesson learned I actually improve myself day by day The result doesn’t matter but the process Throughout this time, I have fixed so many mistakes There are some lessons what I learned in my internship: • Being patience • Being brave and defend the truth and protect our team • Being will to help everyone as much as I can • Being polite, honest and respectful with everyone • Being assigned the work, I must listen carefully to work efficiency and responsibility with your words • I had learned how to photocopy, print, book a car or air ticket My image has been improved a lot, when I wear formal clothes I feel that I am getting more and more mature Getting wage for myself, I recognized that I have to responsible for something, for my jobs, for my life and my family 30 I learned that there is no free meal If you want to earn money, you have to work hard This is seemed to be my first step to the real life with varied difficulties out there That about my appearance and style of work How about my knowledge? I make much progress It is because I spend much time talking to native speakers and talk English even with my colleagues here 4.3/ Recommendations:  For office: I was very happy when I worked at Central Park Hotel for two months However, I have some recommend to the company:  Upgrading the website to give the information of the company to a lot of people And soon contact with booking online by website  Putting the company logo on all of the visual field, documents and contracts with external and internal entities  Planning marketing budget for the next time to be active in the work of business and marketing development The Front Office is very perfect; everything here is well equipped but something: I think machines play important roles in doing business at Central Park Hotel but sometimes they not operate well Especially, there’re some problems with photocopy machine, it makes us wasted of time and papers When I need to 31 photo something, I have a problem with the printer sometimes blurry Sometime some parts have not synchronization , this leads to not understanding each other Hopefully in time to soon, they learned to combine and listen to each other more  For School: I felt very proud of to be a student at Dong Nai University and Foreign Language Faculty After studying four years in school, I have learned a lot of valuable things Besides that, I would like to express my gratitude and thanks to the teachers who taught me through the past years Specially, I mainly learnt the English skills such as listening, speaking, reading, writing But I have some comments to school:  Studying English needs practice a lot However, in the training process, we rarely practice with native speakers  I think that the school should invite more foreign teachers, so that we have a chance to practice And I hope that the website of Dong Nai University will operate more efficiently Especially, our school should organize the 2PM English Club fluently  From my point of view, study programs are too much and complex This made students feel to tired and did not interest in the studying  On the other hand, the teachers of Dong Nai University helped all of us become more confident when we stand front a lot of people such as many subjects: Public Speaking, Marketing or Speaking  Our school can use the media to advertise such as Facebook, Website, Newspaper or Radio and Television If 32 we can advertise for everyone to know more about our school and our training majors, we will help all of students to find suitable companies Especially, the employees can find and train talent people for their company 4.4 Reference : www.centralparkvn.com 33