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

VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT SPECIALIST SKILLS AND KNOWLEDGE AT SUNSET BEACH RESORT AND SPA INSTRUCTOR: BUI THI THUY TRANG FULL NAME: TRAN NGOC THU SUONG STUDENT’S CODE: DTA176169 CLASS: DH18TA ACADEMIC YEAR: 2020 - 2021 An Giang – 2021 TABLE OF CONTENTS ACKNOWLEDGEMENT LIST OF PICTURES ABSTRACT PART A: DESCRIPTION OF INTERNSHIP COMPANY I Introduction II Resort operation: Accommodation: Operation Principle: 11 Material and Services Facilities: 12 PART B: INTERNSHIP ACTIVITIES 15 I Internship work 16 1.Greeting customers: 16 Prepare welcome drink: 17 Photo and Scan documents: 17 Enter the client profile and stay declaration: .17 Check-in / Check-out: 17 Customer care: 18 Answering the phone and renting motorbikes: .18 II.Advantages and Disadvantages: 19 Advantages: 19 Disadvantages: 19 PART C: SUGGESTIONS AND CONCLUSION 20 I Suggestions: 20 Suggestions for the Internship Company: 20 Suggestions for Foreign Language Faculty at An Giang University:20 II Conclusion: 20 ACKNOWLEDGEMENT First of all, I would like to thank Faculty of Foreign Language of An Giang University and the An Giang University for creating the best conditions for me to have wonderful internship Secondly, I would like to thank Mrs Bui Thi Thuy Trang for her enthusiastic help and guidance so that I can complete the internship as well as the internship report in the best way I would like to send a special and deep thanks to the Management Board of SUNSET BEACH RESORT AND SPA, Human Resources Department, Reception Department for creating conditions for me to have an internship in your company I would like to thank Ms.Ngoc Anh - the direct guide and all the staffs in the front desk department for always being patient, friendly so I can learn a lot of valuable knowledge and experiences Finally, I would like to thank my family for always encouraging and supporting me LIST OF PICTURES Picture Page 2,3,4 5,6 10 9,10,11,12 11 13 12 14 13 15 14 16 15 ABSTRACT Internships are a good way for students to gain knowledge, skills as well as practical experience in their desired fields In addition, internships also help students establish more relationships and have a first look at future job Today, tourism and services are becoming one of the most developed and interested industries in the world Vietnam is no exception so I would love to experience and learn more about this industry That is the reason I chose SUNSET BEACH RESORT AND SPA Phu Quoc as an internship This report is the result I have achieved in weeks, this is not a long time for me to experience a lot of work, learn and practice to improve myself but it is enough for me to try my best every day I know how to apply everything I learned in school into practical work In addition to the experiences I have learned from the internship company, this report also includes my recommendations to the intern company and to the Faculty of Foreign Language of An Giang University PART A: DESCRIPTION OF INTERNSHIP COMPANY I Introduction Picture 1: Sunset Beach Resort and Spa Sunset Beach Resort and Spa located at 100C/2 Tran Hung Dao, Quarter 7, Duong Dong Town, Phu Quoc District, Kien Giang Province With the advantage located in Duong Dong town in the center of the island, prime location surrounded by Main street bustling Tran Hung Dao street food, shopping and nightlife, beautiful beach on vibrant Truong beach Sunset Beach Resort & Spa owns an extremely convenient location, away from Phu Quoc night market - The place where major shopping and cultural activities of Phu Quoc take place is only 2km and other attractions and entertainment within 30km II Resort operation: Accommodation: Put into operation on January 15, 2020, although the time is quite short, Sunset Beach resort has gained a certain position in the hearts of visitors due to the diversity of rooms and services 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, 43” LCD screen, dressing table and chair, air conditioner, free high-speed wifi, safe, makeup table, bathroom facilities, etc Deluxe Room Picture Picture 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 Deluxe Ocean View Picture Design is quite similar to the deluxe room, but the balcony of this room has a partial view of the sea Deluxe Ocean Panorama Picture With an elegant, modern and fully equipped design, with a large bed or single beds, the plus point of this room is the panoramic sea view, visitors can watch the sea while in the room without the need to the balcony This is one of the rooms that attracts the most customers for sunset because the view is beautiful and the price is quite reasonable Sunset Premium Ocean Panorama Picture 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 Family Deluxe Picture Family Deluxe Room is specially designed for families with children Wide 56m2 with separate rooms with an connecting door and a separate bathroom, this is a good choice for families, the space is very spacious, cozy and close to each other The room will meet the needs of your family while enjoying your vacation 10 Grand Suite Ocean Panorama Picture This is the most luxurious room type in this resort with an area of 56m2 and fully luxurious amenities Grand Suite Ocean Panorama rooms are designed with Sunset Beach Resort & Spa signature curves, furnished with modern and luxurious large beds, a swing, 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 Operation Principle: The parts of the resort are supervised; the head of the department to manage and arrange the work for staff and hotel issues will be reported to the general manager of the customer care department and the chiefs of the department And then there is the General Director he final decision maker is the investor Department heads have short meetings about 2-3 times per week to discuss issues with each other and to link departments together Large meetings with superiors will be held 1-2 times per month Individuals who are rated well or did well at their job will be rewarded but those who make mistakes depending on their severity will write the review The jobs are clearly divided and will be supervised when finished Thanks to that, work efficiency is greatly improved 11 Material and Services Facilities: SUNSET BEACH RESORT AND SPA always wants to bring customers a great experience with the best services *Spa and Gym: These are services to help visitors relax comfortably, re-energize and dispel tired stress, Sunset Spa offers unique therapies combined with the traditional therapy method Picture 9: Spa Picture 10: Gym *Pick up service from the airport to resort and drop off guests from resort to the airport according to the resort's time frame is completely free *There are two infinity swimming pools operating from 7am to 7pm The first one is indoor and another is outdoor near to the sea and bar Swimming pools always has camera and staff in order to take care and support customer Picture 11: Indoor swimming pool Picture 12: Outdoor swimming pool *Resort also offers tour booking services for guests to islands, to Vinwonders, Vin Safari, etc There is also a tram or motorbike rental service for visitors to Phu Quoc 12 *Restaurant and Bar: This is a special service to mention when coming to Sunset, Established in 2016 and quickly entered the top bars and top 10 restaurants in Phu Quoc pearl island Everyone is familiar with the name Sunset Beach Bar & Restaurant and this is the first choice to enjoy special dishes, sip cocktails, listen to the lively, quiet tunes from top DJ from gorgeous sunset on the beach until midnight The restaurant here is very diverse in dishes In the morning, the guests will enjoy a buffet; lunch and dinner will be served with dishes in a variety of menus and will be arrange on a dining table along the beach for you Guests can enjoy the food while relaxing In addition, the restaurant also accepts to order a banquet at the request of guests The restaurant serves from 6:30 am to 10 pm every day Picture 13: Restaurant Sunset Bar is one of the famous beach bars in Duong Dong In addition to music from DJ, on the evening of Wednesday and Saturday, there are also fire dancing and activities attracting tourists, so the bar here is always bustling The bar is opened from 10am to 1pm 13 Picture 14: Bar There are also many other services to bring customers the best experience when staying at the resort Although Sunset Beach Resort and Spa has not been in operation for a long time, it really has its own distinctive mark, from facilities, services to staff training, which are highly appreciated on the websites travel 14 PART B: INTERNSHIP ACTIVITIES I love to experience new things, learn and train professionally, so I chose to practice at the international 4-star resort SUNSET BEACH RESORT AND SPA I hope that the knowledge that I gain will help me prepare well for my future job The weeks internship at the resort has really helped me to have a clearer and deeper view of the hotel industry I know how to deal with customer complaints and give them a good experience I arrived in Phu Quoc on February 6, 2021 After that, my friends and I were picked up by the company's car to the staff's house to check in and learn the rules of the staff’s house It is very spacious and comfortable with adequate air conditioning, water heater and other essentials to help me rest comfortably after tiring hours The staff house is just over minutes walk from the resort The next day, we were invited to the group “SUNSET Trainees” in zalo in order that the instructor could assign tasks and exchange work with us Picture 15: The staff house On February 8, 2021, my friends and I went to the resort to meet Ms Phuong - Head of Human Resources who divided our position and work division I was assigned to the position of Reception Then I met my guide Ms Ngoc Anh and she introduced me to everyone so that we could get to know each other and be less surprised After that, she guided some jobs Basically let me get acquainted and gave me documents about the resort, about jobs so that I could have necessary knowledge I had different shifts so I could 15 be flexible on time, arrange a reasonable schedule to keep up with work progress I also work full hours per day and get one day off per week like other full-time employees My shifts are arranged as follows: M7: from 7:00 a.m to 3:00 p.m M8: 8:00 am to 4:00 pm M10: 10:00 am to 6:00 pm A2: 2:00 pm to 10:00 pm I all come about 15 minutes before the shift to prepare for the work and receive the job handover from the previous shift Internship students were given uniforms as official staff It includes: an orange aodai, a nameplate, a hairpin for a neat bun In addition, I have been asked to prepare a pair of black shoes for work I also had to wear a mask and wash my hands regularly to ensure my health If I did not perform well in uniform, I would have to be warned and disciplined according to the resort's regulations Picture 16 I Internship work 1.Greeting customers: When guests came to check in, check out or came to the reception to request any service, I had to greet them with the phrase "Sunset Beach xin 16 chào !" I was also instructed that the resort's staff, regardless of where they meet guests, should greet guests with a friendly and professional smile, not just when they come to the front desk This was important thing to help me train professionalism, cheerful attitude This was also the first step to make customers satisfied and appreciate the staff at the resort Prepare welcome drink: At the beginning of the shift, I have prepared welcome drinks for guests coming to check-in or guests sitting in the lobby to book hotel services, each customer will be a complimentary glass of water, usually watermelon juice or cool glasses of lemonade Photo and Scan documents: When guests came to check in, I received the identity documents of all members of the delegation, checked the deadline of the Passport, then copied and scanned the papers for archival guest information and returned the documents to them, keep only one ID card of the person making the reservation Enter the client profile and stay declaration: After I have photocopied the guests 'documents, I entered the guests' information such as name, date of birth, address, phone number, ID number, etc to Smile system - a professional software supporting hotel management and information storage This was a work that requires high precision, so I must always be careful, I could not enter wrong guest information, especially ID number, passport number, etc I also entered that information on the residence declaration website: ( https://kiengiang.xuatnhapcanh.gov.vn/faces/index.jsf ) In addition, due to the translation of COVID 19, when tourists arrive, there will be a medical declaration code so that the authorities can better control, if the tourists not have the declaration code when coming to the resort, I will ask them to report in paper and then I will enter the declaration information on the website: ( https://tokhaiyte.vn ) This has always been seen as a very important thing that I will every day Check-in / Check-out: From the fourth week onwards, when I got used to the job and learnt some knowledge, I was instructed to check-in / Check-out for guests, to the 17 procedures on the Smile system This was the first time I have been exposed to this system, so there was still many surprises and a bit of errors, but my colleagues and colleagues always follow me and guide me wholeheartedly I was able to well and accurately on 3rd check-in for guests In addition, I also guide guests to the resort's regulations and services for better understanding Regarding check-out work, when guests checked out, I sent the radio to the Housekeeping department to ask them to check the room, During the waiting time, I invited customers to drink cool water, if they use any service charges, I will report back to the customer to pay and return the ID card to them and goodbye them Customer care: During the last weeks of my internship, I was assigned to take care of customers and consult with guests about the resort's services If I worked the morning shift, I was assigned through the restaurant department to consult with guests about dishes and about buffet In the afternoon, when guests waiting for check-out in the lobby, I asked for their opinions on translation experiences If I worked the evening shift, from 8pm, I called the guest room to inquire and ask for their opinion about the service For good feedback, I always thank and take notes to promote, and for bad feedback, I had been the one to directly deal with the guests such as apologizing for their bad experiences , explain the misunderstandings and promise to overcome to improve All comments from my guests are fully recorded and sent back to the front desk manager I always considered this a very interesting job The difficult guests always teach me good lessons Thanks to these experiences, I could train my patience when solving customer problems , know how to listen to them and always smile to become more professional in the service industry I can communicate a lot with customers, understand the needs and wants of customers When communicating with foreign guests, I also practice listening and speaking skills learned at school I hope that this will be of great help in my future work Answering the phone and renting motorbikes: This was also part of the things I did every day, I learned to speak quietly and quietly, I also learned to contact to other people different departments to meet the needs of customers *Besides, I helped everyone organize their papers, clean the work area and some other jobs people need Everyone were very friendly, enthusiastic to 18 help me so that was one of the reasons I felt comfortable and happy It was easier to harmonize with work Those are some of the jobs in my internship II.Advantages and Disadvantages: Advantages: Firstly, as an English language student, foreign language is my strength, so I can confidently communicate with foreign visitors At the same time it is also an opportunity for me to practice more foreign languages Secondly, I am working in a very dynamic and professional environment, so I always have to be flexible and learn constantly to develop myself, I have been taught valuable experiences by everyone to be able to go further at work Finally, the intern company created good conditions for me to have a great internship The company assists me with train tickets, accommodation assistance, meals and even a reward at the end of the internship Disadvantages: Tourists here come from many different countries, some English speakers are a bit hard to hear, but I got used to that and communicated with them better By the time I did my internship, the number of foreign visitors had decreased a lot because of the influence of Covid-19, moreover, this was not the peak time of travel so I still could not practice and improve much in my English 19 PART C: SUGGESTIONS AND CONCLUSION I Suggestions: Suggestions for the Internship Company: In my opinion, internship is a process for students to get in touch with the real work and apply the learned knowledge to their work and company internship plays a very important role, so the company need to create more conditions for students to try their best in different jobs such as guiding students to practice more in different departments of resort so that students can experience many jobs in different departments, they can also find the suitable job for their ability This not only helps students develop their abilities, but also helps students contribute more to the company Suggestions for Foreign Language Faculty at An Giang University: After my internship, I realized that around February and March is not the peak season for tourism, as well as quite a few foreigners I not have many opportunities to practice my English skills and yet rubbing a lot on work In my opinion, December, January or April, May is the ideal time to practice, so it is the time with the most visitors of the year Secondly, I think that English language students in particular and An Giang University students in general are dynamic and enthusiastic young people I think that the Foreign Language Faculty should create a few more training sessions on knowledge and skills of the hotel restaurant for students before going to internship so that students will have more knowledge and have better results After the internship, I have a few shares with foreign language students in the following courses, which are: - Self-learning vocabulary related to the internship department, this will help you become more confident in communication - Actively learn knowledge from intern instructors - Always try to work, be happy and friendly with colleagues II Conclusion: The weeks of practice at SUNSET BEACH RESORT AND SPA was really a great time for me Not only did I practice my skills, apply the knowledge I learned into practice, but I also learned a lot of new things that I never knew Working in a dynamic and professional environment I have a closer look at the service and travel industries, and I have my experience and my future preparations for a job In my opinion, the internship brings a lot of benefits and valuable lessons in my student life 20