Báo cáo thực tập tốt nghiệp ngoại ngữ reception specialist skills and knowledge in hospitality industry at sunset beach resort and spa

Internship Report COMMENTS OF INSTRUCTOR LE THI KIEU THANH-DH8TA Internship Report ACKNOWLEDGEMENT To complete the English language internship course, I have received valuable assistance from many teachers of the foreign language department of An Giang University and the staff at Sunset Beach Company I thank you for the support of my sincere teacher and the people who helped me in my training First of all, I would like to send my best wishes and sincere thanks to teachers in the Faculty of Foreign Languages and Translating of An Giang University In particular, we would like to thank Ms Bui Thi Thuy Trang for helping and guiding me to complete this internship well Secondly, it is impossible not to mention the direction of the management of the hotel Mr Nguyen Duc Anh- General Director and Ms Nguyen Thi Ngoc Anh - Front Office Manager and FO members cooperated with me during my internship at Sunset Beach Resort & Spa Finally, my gratitude goes to my friends and family who make it possible for me to complete this detailed report Without the help and support of these people, this report could never complete LE THI KIEU THANH-DH8TA Internship Report TABLE OF CONTENT PART A OVERVIEW OF INTERNSHIP COMPANY I II Introduction of Sunset Beach Resort & Spa The Hotel Organization III Business Operation Accommodation Facilities & Services A Sunset Buffet B C .9 14 14 Sunset Beach Bar & Restaurant Hotel Facilities PART B INTERNSHIP ACTVITIES Work at Front Office Agent I II Work as a hostess 20 Update profile of guest III Work as a customer care staff IV Advantages, disadvantages and experiences 20 20 21 PART C CONCLUSION AND SUGGESTIONS I II Conclusion Suggestions Suggestion for the Internship Company 23 Recommended for professional student to prepare for future internships Suggestion for Foreign Language Department of 23 An Giang University REFERENCES LE THI KIEU THANH-DH8TA Internship Report ABSTRACT The internship gives students a chance to fully know how to practice the English language, which I've learned at university Besides that, students could acquaintance with the style of work before graduating, training some skills such as solving skills, teamwork skills, and communication skills This report also allows students to gain experiences for themselves Because of the development in Phu Quoc Island generally and in the Hospitability industry, I choose Sunset Beach Resort & Spa to my internship This report is a description of the company I am working on and the activities I have been doing during my internship First, this report would give an overview of internship organization Then, the report gives details about the activities and skills that I learned and practiced as a trainee Next, some advantages and disadvantages of the practice would be explained Finally, this report will provide some suggestions for the students of the Faculty of Foreign Languages and English at An Giang University as well as for the internship company to improve their quality and for further students who want to work in the hospitality industry LE THI KIEU THANH-DH8TA Internship Report PART A OVERVIEW OF INTERNSHIP COMPANY I Introduction of Sunset Beach Resort & Spa Phu Quoc, as known as Pearl Island, the biggest island of Vietnam, is in Phu Quoc district, Kien Giang province Phu Quoc has been famous for its beauty and gracefulness with white-sand, deep-blue-sea beaches, diverse sea and forest ecosystem, many outstanding cultural events, and friendly local people Duong Dong town, North West of Phu Quoc, is considered the island capital (Picture Sunset Beach Resort & Spa) Situated in the center of the bustling Duong Dong town, Sunset Beach Resort & Spa owns such a convenient location to sight-see as well as enjoy local life and dishes About 5-minute on bike from the resort, Phu Quoc night market welcome tourists with countless choices of entertainment, shopping and eating Besides, all of the popular tourist sight spots and beaches are only 10 - 30km away from Sunset Beach Resort & Spa, which may take approximately 45 mins riding a motorbike LE THI KIEU THANH-DH8TA Internship Report A culinary diversity Phu Quoc Island has an ideal and beneficial natural environment, suitable comes from not only the picturesque sceneries, but also the diversity of signature seafood like blue crabs, sea cucumbers, sweet snails, murices, sea -try dishes include fried rice with crab meat, herring salad, grilled saurel, crab paste, seafood and bitter bolete soup, grilled scallop, Ken noodle, rice noodle with grilled fish paste, Kien Xay seafood noodle, and various other street food At Sunset Beach Resort & Spa, they provide different dining options for guests at Sunset Beach Bar & Restaurant Although the resort is opened in 2019, locals and tourists are all familiar with the name of Sunset Beach Bar & Restaurant Since opening in 2016, Sunset Beach Bar has always been a favorite destination of Vietnamese and foreigners when they would like to enjoy a high-quality drink, some delicious food, or to dive in a dynamic music night under a glamorous Phu Quoc sunset skyline on the beach Sunset Beach Bar & Restaurant has kept its place as one of the top bars & top 10 restaurants in Phu Quoc Island since 2016 (Picture 1.1 Sunset Beach Resort & Spa) Having the advantage of staying right in Duong Dong town at the center of the island, the golden spot being surrounded by the main road Tran Hung Dao that has many choices of food, shopping and entertainment and the bustling and beautiful Truong beach, Sunset Beach Resort & Spa owns a very beneficial location, only km from Phu Quoc night market place of major shopping and cultural events in Phu Quoc, and less than 30 km from other sightseeing and entertainment sites, which takes about half an hour by bike Sunset Beach Resort & Spa has 118 guest rooms, all of which are modernly, conveniently and elegantly designed based on international 4-star LE THI KIEU THANH-DH8TA Internship Report standard ensuring to provide guests with utmost relaxation Besides, Sunset Beach Resort & Spa offers a number of options for dining at Sunset Beach Bar & Restaurant with capacity of over 100 people by the beach line closet touch to the nature Sunset Buffet serves international buffet breakfasts, reserved parties, and set-menu dining for reservation Similarly, Sunset Beach Bar, one of the most famous beach bars in the center of Phu Quoc, situated next to the outdoor infinity swimming pool, will skyline of the pearl island paradise Banquet service at Sunset Beach Resort & Spa consists of a large conference room and a smaller one equipped with advanced appliances Their various types of arrangement and organization plans will adapt to any number of attendees and any kinds of meeting Based on all of these strongly-invested modern equipment and their professional service staff, they are confident that Sunset Beach Resort & Spa will be the ideal option for customers meetings, they can accommodate all of customer needs of conference or seminar holding Unveiling to customer the feeling of comfort, peacefulness and freshness, Sunset Spa offers luxurious spa service through traditional therapy art combined with unique treatment, altogether tries to help customers relax, refresh their energy and release all of the stress from their body Other services provided by Sunset Beach Resort & Spa includes indoor and outdoor swimming pools, tour desk, and transportation service will assist customer in completing your journey of discovering the lovely island of Phu Quoc and fulfilling your entire holiday With professionalism, friendliness and hospitality, they promise to bring customer comfortable and happy moments leisure holiday or a private and business combined trip to Phu Quoc island, Sunset Beach Resort & Spa will definitely excel as the perfect choice that assures any guest of distinctiveness and satisfaction II Hotel Organization LE THI KIEU THANH-DH8TA Internship Report Sunset Beach Resort & Spa has an organizational structure to carry out its daily operations It is used to help divide tasks, specify the job for each department, and delegate authority within and among departments Here is the hotel organization chart: (Sunset Beach Resort & Spa Organization chart) As can be seen on the chart above, The General Manager is ultimately responsible for the hotel who work with all department managers and their teams to ensure that the property runs smoothly Moreover, each department also has their own managers, supervisors who in turn are responsible to organize, supervise to help the operation achieve at the best result All of the department aim at the general target of promoting Victoria Nui Sam Lodge to get good reputation in hospitable industry and welcome more guests with every passing day in spite of difference in their duties III Business Operation LE THI KIEU THANH-DH8TA Internship Report Accommodation Modernly designed, elegantly blending into the nature, Sunset Beach Resort & Spa has 118 internationally standardized rooms All of the rooms are spacious and filled with equipment that will surely match your expectation for a top-rated resort, including cable TV, air conditioner, free high-speed Wi-Fi, safe, bathtub, etc Deluxe Room (Picture 2.Deluxe room) With graceful, simple and modern design, Deluxe rooms, which have a size of 32-34 m2, are each equipped with one King bed or two single beds, elegant furniture and a balcony The bathrooms feature a modern standing shower, luxury amenities, and high quality towels LE THI KIEU THANH-DH8TA Internship Report Deluxe Ocean View (Picture Deluxe ocean view room ) With graceful, simple and modern design, Deluxe King rooms, which have a size of 32m2, are each equipped with one King bed, elegant furniture and a balcony that looks out to ocean, mountain, palm tree farm or gorgeous sunset The bathrooms feature a modern standing shower, luxury amenities, and high quality towels Deluxe Ocean Panorama Picture Deluxe ocean panorama room LE THI KIEU THANH-DH8TA With graceful, simple and modern design, Deluxe Ocean rooms, which have a size of 32-44m2, are each equipped with one King bed or two single beds, elegant furniture and a balcony that looks out to ocean, mountain, palm tree farm or gorgeous sunset The bathrooms feature a modern standing shower, luxury amenities, and high quality towels Internship Report Grand Suite Ocean Panorama (Picture Grand Suite room) (Picture Grand Suite room) LE THI KIEU THANH-DH8TA Internship Report Grand Suite Ocean Panorama rooms are designed with Sunset Beach Resort & Spa signature curves, furnished with modern and luxurious large beds, restful bathtubs, all of which will help our guests at ease to enjoy the charming and poetic beauty of the nature, the coast and the skyline of Phu Quoc island A few steps to the ocean, our guests could hear the waves travelling through their ears and a closet touch to nature Sunset Premium Ocean Panorama (Picture Sunset Premium room) With an area of 36m2, each Sunset Premium Ocean Panorama room has a separate balcony with stylish indoor space, which makes the overall atmosphere relaxing and romantic, especially suitable for couples wishing for romance at Pearl Island The luxury bathtub with the panorama view of the ocean, is the best place for enjoying the magical sunset in Phu Quoc Island The bathrooms feature a modern standing shower, luxury amenities, and high quality towels LE THI KIEU THANH-DH8TA Internship Report Price list of Sunset Beach Resort & Spa Price (VND) Low Room type Peak days season 11/2-15/2 6/1-2/5 1/11-23/12/21 30/4-1/5/2021 Room Type area bed Deluxe 32- Twin or 1.800.000 2.000.000 2.200.000 room Deluxe 34m2 32m2 single bed Twin or 1.900.000 2.100.000 2.300.000 32- single bed Twin or 2.050.000 2.250.000 2.450.000 38m2 single bed 36m2 American 2.350.000 2.550.000 2.750.000 Deluxe 56m2 style round bed Twin beb 3.000.000 3.200.000 3.400.000 family room Grand suit 56m2 Twin bed 3.400.000 3.600.000 3.800.000 Single bed 700.000 ocean view Deluxe ocean panorama Sunset premium Extra bed of season High 3/531/10/2021 No surcharge for children under years ol VAT and 5% cost of server LE THI KIEU THANH-DH8TA Internship Report Facilities & Services A SUNSET BUFFET day with a buffet breakfast with a diverse menu prepared by our professional chefs at Sunset Buffet on the 1st floor of Block B Stepping in this restaurant, you will be amazed by the modern style of architecture in an elegant color palette (Picture Sunset Buffet) Not only available for buffet breakfast, this place also welcome diners for lunch, dinner or party as per request Here is where you can try countless delicate local and Western signature specialties, or feel the quintessence of culinary arts from our Asian European styled dishes in a romantic and classic atmosphere, whole-heartedly and professionally served by our young and ardent F&B team We are always attempting at different and preference for food and drink (Picture Sunset Restaurant) LE THI KIEU THANH-DH8TA Internship Report In-room dining service: For your convenience to enjoy every cozy moment in your own room, Sunset Beach Resort & Spa takes pleasure in offering you inroom dining service with an exclusive menu that includes special main dishes, delicate side dishes, and uniquely-made choices of cocktails B SUNSET BEACH BAR & RESTAURANT If you need a peaceful space for some special cocktails, drop by the Sunset Beach Bar & Restaurant (Picture 10 Sunset Restaurant) Sunset Beach Bar, located on the beach, right beside the outdoor swimming pool, is the most original signature of Sunset Beach Resort & Spa LE THI KIEU THANH-DH8TA Internship Report Opened in late 2016, Sunset Beach Bar has constantly been considered one of the best beach bars in Vietnam Coming here, customers are served various kinds of drinks and simple but fresh food Tasting Sunset Beach y the beach will certainly wakeup all of your culinary senses The popular selection is fresh caught seafood fusion dishes, paired with cold beer and sunset signature cocktails (Picture 12 Sunset Bar) Besides good food and excellent cocktails, at Sunset Beach Resort & Spa, they frequently hold dynamic night parties with trendy music played by technologically advanced sound system and top-rated DJs LE THI KIEU THANH-DH8TA Internship Report (Picture 11 Sunset Bar) Sunset Beach Resort & Spa is the best place for picnics at the beach, savoring your favorite drink or leisurely relaxing and enjoying a breakfast or dinner of your choice The most popular activities at Sunset Beach Bar consist of taking selfies and checking in at romantic corners of the bar, sunbathing on the loungers while reading your favorite book, diving in the blue sea, enjoying some glasses of fruit cocktails, immersing yourself in the best music beside the ocean during the night, or just simply getting a good dish of seafood, a chilled glass of beer, and slowly observe a day going by in the Pearl Island LE THI KIEU THANH-DH8TA Internship Report C SUNSET FACILITIES: Sunset Beach Resort & Spa Wireless internet access throughout guest rooms / public area infinity Swimming pools Gym Sunset Spa Souvenir & gift shop Concierge Service Business Centre Event Service Centre Car park Tour bookings Limousine / Transportation / Car Rental Services Laundry / Dry Cleaning Services Babysitting Services (on request) Currency Exchange Connecting and wheelchair accessible rooms available upon request LE THI KIEU THANH-DH8TA Internship Report PART B INTERNSHIPACTVITIES Work at Front Office Agent I spent two months practicing as a receptionist at Sunset Beach Resort & Spa At first, I was very eager because I could practice the English language learned in class and received further training in receptionist skills During the first few days of my internship, I tasked with observing how employees work and assisting them with photocopying documents such as client identification Furthermore, after the guest finishes the check-in procedures, I assigned to data entry A working day is about hours Usually, the start time is 8:00 am and 2:00 pm The first thing to learn when becoming a receptionist at a hotel is how to greet customers The company's welcome motto is Sunset Beach Resort & Spa, receptionist is speaking, how can I help you? After that, I have trained to work as a receptionist I learn how to check customer information and check-in & check out for both domestic and international guests I practiced more direct communication and reflexes during this time I found it to be the most important and my favorite thing during my internship at this company Besides that, I also take care of customers in phone calls Our company makes a call to the customer's room It is called "Courtesy call" conducted at 8: 00-9: 00 pm to check on the status of customers' satisfaction It also helps the company to understand the current situation of the premises and immediately support them LE THI KIEU THANH-DH8TA