Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skill and knowledge in hospitability industry at victoria mekong cruises can tho

VIET NAM NATIONAL UNIVERSITY HO CHI MINH CITY AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES SPECIALIST SKILLS AND KNOWLEDGE IN HOSPITABILITY INDUSTRY AT VICTORIA MEKONG CRUISES, CAN THO SUPERVISOR: NGUYEN DUC HANH, PHD INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 - 2021 FULL NAME: TRAN NHU QUYNH STUDENT’S CODE: DTA176168 Internship report Instructor: Nguyen Duc Hanh ACKNOWLEGDEMENTS Internship is one of the important milestones for students to be able to apply knowledge in the university lecture hall into a practical environment, which is a valuable opportunity to experience and approach closer to their major During more than months working as a trainee in the company and writing internship reports, I have received a lot of help from many people I would like to respectfully express my thanks First of all, I would like to extend my sincere thanks to all the teachers in the Faculty of Foreign Languages, and all the teachers at An Giang University In particular, I would like to express my gratitude to my instructor: Mr Nguyen Duc Hanh, who conscientiously guided me throughout the process of practicing and completing the topic In addition, I would also like to thank the company for giving me the opportunity to become an intern at Victoria Mekong Cruises Through this, I would like to thank the manager and all employees in the company for creating favorable conditions for me to have the opportunity to experience and acquire practical knowledge needed during the internship on the boat Finally, I wish all the teacher always has a good health and success in noble careers I wish all my colleagues of Victoria Mekong Cruises always have good health and good success in their work TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh TABLE OF CONTENTS ACKNOWLEGDEMENTS TABLE OF CONTENTS LIST OF TABLES LIST OF ABBREVIATIONS LIST OF PICTURES ABSTRACT Chapter 1: OVERVIEW OF THE INTERNSHIP AGENCY 1.1 General information about VMK: 1.2 General scale and facilities: 1.3 Tour: 14 Chapter 2: INTERNSHIP ACTIVITIES 18 2.1 Main duties: 18 2.1.1 F&B staff: 18 2.1.2 Receptionist: 19 2.2 Evaluation: 20 2.2.1 Advantages: 21 2.2.2 Disadvantages: 21 2.2.3 Solutions: 22 2.2.4.My lessons from the internship: 22 Chapter 3: CONCLUSION AND SUGGESTIONS 24 3.1 Conclusion: 24 3.2 Suggestions: 24 3.2.1 Suggestions to VMK: 24 3.2.2.Suggestions to Faculty of Foreign Languages: 25 3.2.3.Suggestions to English-majored students: 25 REFERENCES 26 TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh LIST OF TABLES Table 1: The board of staff structure in VMK page 17 TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh LIST OF ABBREVIATIONS Abbreviation Meaning VMK Victoria Mekong Cruise TMG Thien Minh Group TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh LIST OF PICTURES Picture & 2: Victoria Mekong Cruises page Picture 3: Overview River Deck page Picture 4: Bamboo Lobby page Picture 5: Spa page Picture 6: Overview Panorama Deck page Picture 7: Claypot Restaurant page Picture 8: Overview Sun Deck page 10 Picture 9: Pool in Sun Deck page 10 Picture 10: Gym page 10 Picture 11: Overview Sky Deck page 11 Picture 12: Sky deck page 11 Picture 13: Deluxe room page 12 Picture 14 & 15: Victoria & Mekong Suit page 12 Picture 16: Claypot Restaurant page 13 Picture 17 & 19: Horizon Lounge Bar page 13 Picture 19: Infinity pool page 14 TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh ABSTRACT Nowadays, when our country's economy has made change to the new era, with achievements along with the advancement in cultural and cognitive level, people's lives have also been improved That is why the needs of people are also enhanced So the quality requirements for products, goods in general and services in particular are getting higher and higher Today's Victoria Mekong Cruises is not merely to meet standard travel needs anymore, but it is a more upscale version of travel with diverse requirements of the customers such as the request to stay in a clean room with luxurious amenities, beautiful view to see, meals of 4-star restaurant standards, or interesting tours at the cruise During my internship at VMK, I wrote this internship report with the aim of presenting my entire working time in here, as well as summarizing the knowledge I have gathered, the practical experience, advantages and disadvantages to experience in the restaurant industry At the same time, those are my contributions and opinions about the company and the school TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh Chapter 1: OVERVIEW OF THE INTERNSHIP AGENCY 1.1 General information about VMK: Full name: Victoria Mekong Cruises Address: Ground Floor, Victoria Can Tho Resort, Cai Khe Ward, Ninh Kieu District, Can Tho City Tel: 0906309338 Email: online.sales@tmgroup.vn Website: http://victoriamekong.com/ Victoria Mekong Cruises is a member of Thien Minh Group, Asia's leading customer - centric travel group providing all - inclusive travel services VMK launched in 2019, this is the first and largest luxury 4star ship in the Mekong region The ship enjoys state-of-the-art design and a chic, contemporary aesthetic for the ultimate in comfort and style, using green and environmentally friendly materials In addition, the ship has many facilities to satisfy all the needs of all passengers during the trip, including restaurants, bars, swimming pool, cinemas, gyms and very many other utilities Picture & 2: Victoria Mekong Cruises TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh 1.2 General scale and facilities: Victoria Mekong Cruises consists of decks with 35 spacious cabins, including 17 Deluxe State Room River Deck, 16 Deluxe State Room Panorama Deck, and suites rooms: Victoria Suite and Mekong Suite decks The decks of the ship included The River Deck – where is closest to the water, Panorama Deck, Sun Deck and Sky Deck, with a higher position in each deck Each passenger deck on Victoria Mekong is accessible by an elevator as well as a large staircase The River Deck is home to the Bamboo Lobby and its exquisite Boutique, the Green Lotus Spa and 17 Deluxe Staterooms Picture 3: Overview River Deck Picture 4: Bamboo Lobby TRAN NHU QUYNH Internship report Instructor: Nguyen Duc Hanh Picture 5: Spa The Panorama Deck houses 16 Deluxe Staterooms, Victoria Suites and our Panoramic Claypot Restaurant Picture 6: Overview Panorama Deck Picture 7: Claypot Restaurant TRAN NHU QUYNH 12 Internship report Instructor: Nguyen Duc Hanh Picture 13: Deluxe room Reserved for the discerning traveler, our two spacious Suites – the Victoria Suite and the Mekong suite – on the ship’s Panorama Deck feature a separate bedroom and living area, each with large picture windows The bedroom opens up to a private, aft-facing balcony while the en-suite bathroom has an enclosed glass shower as well as a bathtub A muted palette of soothing earth tones lends a sense of understated elegance to the 45m² suite, highlighted by natural finishes including wood and linen Picture 14 & 15: Victoria & Mekong Suit TRAN NHU QUYNH 12 13 Internship report Instructor: Nguyen Duc Hanh Claypot Restaurant: Featuring an open kitchen and panoramic views of the Mekong River, the Claypot Restaurant is where guests savor beautifully prepared meals in an inspired setting Picture 16: Claypot Restaurant Horizon Lounge Bar: Located on the Sun Deck, the Horizon Lounge Bar is the ideal place to curl up with a book and a cappuccino or a glass of wine while dangling the river breezes Picture 17 & 18: Horizon Lounge Bar TRAN NHU QUYNH 13 14 Internship report Instructor: Nguyen Duc Hanh Infinity Pool Bar: Customers can cool off with a dip in the pool and a classic cocktail from the Infinity Bar Picture 19: Infinity pool In addition, Victoria Mekong Cruises also has many another utilities: Spa, Gym, Mini-Golf, Library & Games room 1.3 Tour: Can Tho – Chau Doc – Can Tho/ days nights Day 1: Can Tho – Long Xuyen – Vam Nao Cruising Day 2: Vam Nao – Chau Doc – Long Xuyen Day 3: Long Xuyen – Son Islet – Can Tho Disembakation 1.4 Charge: The price for a days nights tour : Can Tho – Chau Doc – Can Tho is: TRAN NHU QUYNH 14 15 Internship report Instructor: Nguyen Duc Hanh Room Price Deluxe River Deck Cabin 11.990.000 VND Deluxe Panorama Deck Cabin 12.990.000 VND Victoria Suite 18.990.000 VND Mekong Sụite 18.990.000 VND The price includes: - Free round-trip direct flights to Can Tho or free shuttle bus from Ho Chi Minh city - nights in a room with private riverview balcony - All day meals and soft drinks onboard - All on-board entertainment - Entrance fees, sightseeing tickets - Insurance, VAT, port fee of 750.000 VND / person 1.5 Service: Victoria Mekong Cruises is a cruise tourism complex, including tour design, catering, and rest for customers on board Besides, they also organize local tours such as visiting Tra Su cajuput forest, visit Ba Chua Xu Nui Sam, Son Islet or Cai Rang floating market Besides, the ship also integrates other facilities such as swimming pool, karaoke, cinema, bar, serving all the time for customers In addition, Victoria Mekong's services also include transportation such as cars, airplanes to bring customers from all over the country to the ship TRAN NHU QUYNH 15 16 Internship report Instructor: Nguyen Duc Hanh 1.6 Staff structure: Employees' working hours are often not fixed, on average will start at 6am and end at - 9pm Unlike standard hotels, employees working at VMK have to work at a much higher frequency because the number of staff is limited Depending on the work they have to and they can have a rest when they finish their work Depending on the number of customers in each tour, there will be an appropriate number of staff on board, but an average staff per tour is about 30 staffs Table 1: The board of staff structure in VMK Captain of a ship Fair-weather sailor Navigator Sous Chef Executive Chef Warewasher Accounter General Manager HR Manager Front Office Manager Receptionist Bellboys Cashier Laundry Attendant Housekeeper Supervisor Room Attendant Restaurants Bars F&B Manager Room Service Technicians TRAN NHU QUYNH 16 17 Internship report Instructor: Nguyen Duc Hanh Because the scale of Victoria Mekong Cruises is to integrate restaurants and hotels on one ship, the staff structure of the ship will be shortened than basic restaurants However, to maintain this structure, each employee will integrate into more positions For example, the human resources manager is also the Housekeeper Supervisor, and the FO manager can work as an accounter or receptionist, bellboys, cashier at the same time TRAN NHU QUYNH 17 18 Internship report Instructor: Nguyen Duc Hanh Chapter 2: INTERNSHIP ACTIVITIES My internship started from March and ended on April 11 Because of the Coronavirus disease, my internship was not long because the boat couldn't hold many tours During my internship, I went on tours, practicing in two positions as a F&B staff and a receptionist I participated in the tour April 5-7, April 19-21, May 9-12 In the first two tours, I practiced at the position of F&B staff, and on the last tour was the receptionist 2.1 Main duties: 2.1.1 F&B staff: The main job of the F&B Staff at Victoria Mekong Cruises is to set up a buffet counter before meals and serve customers with meals, prepare welcome drinks when the guest arrive or when they return to the ship after visiting and during free-cocktail hours every day, and served when guests need room serving at any time F&B staff will wear VMK's uniforms when serving customers during their meal, including layouts: ao dai (female) - suit (male) and t-shirt with the VMK or TMG logo, and the trainee was also be worn uniformity so that all people are in sync The work on the ship will vary from day to day depending on the tour schedule For example, on the first day, the guests check in at noon, so only one dinner will be served, but on the second day, meals will be served throughout the day Below I will describe the work in the whole tour as a F&B member TRAN NHU QUYNH 18 19 Internship report Instructor: Nguyen Duc Hanh Date The jobs Day On the first day on the ship, I met all staff on board to remind the tour schedule, things to pay attention to, logically divide the work in order to not have to make any mistakes when serving customers After that, I and my colleagues cleaned the restaurant, bar and prepared drinks such as water, tea and coffee, soft drink, wine, welcome drink When guests check in, my position is welcoming the guest, and then serving dinner And when guests finished their meals, I cleaned up and prepared for tomorrow breakfast After meals, I served room service if the customer needs it Day On the second day, I got up early and set up buffet counter for breakfast to serve After customers finished, I cleaned up and prepareed for lunch At noon, guests had a tour, so I was free When the guests returned, I served dinner and then cleaned up Day On the last day, I served breakfast and lunch After that, the guests checked in, I cleaned up and left the board The work of an F&B staff is done in a tour according to the same procedure as above However, changes can still be made if the tour schedule changes, but the main job is to prepare and serve guests with meals 2.1.2 Receptionist: On the last tour of my internship period - April 9-12, I got an internship in the receptionist position with the main role of checking in, serving telephone, supporting customers and other department and checking out - Check in: I supported FO attendant to check in when guests come to the ship However, since guests were checked in at Victoria Can Tho Resort and the room card was provided by the tour guide to guests on the bus, checking in at the TRAN NHU QUYNH 19