Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skills and knowledge in hospitability industry at helen hotel

VIET NAM NATIONAL UNIVERSITY HO CHI MINH AN GIANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES Specialist Skills and Knowledge in Hospitability Industry at Helen hotel FULL NAME: LE PHAT THANH STUDENT’S CODE: DTA176176 INTERNSHIP REPORT CLASS 18TA, ACADEMIC YEAR 2020 – 2021 INSTRUCTOR: NGUYEN THI ANH GUONG An Giang, May - 2021 CONTENTS ACKNOWLEDGMENT A THE PURPOSE OF INTERNSHIP REPORT: B THE MAIN CONTENTS OF INTERNSHIP REPORT: I Report the internship process at hotel General information about Helen hotel 1.1 The facilities: 1.2 Helen Hotel Organization Chart: 1.3 Hotel Policies: 1.4 Hotel Plan for Future Development: 10 Work description 10 Advantages and disadvantages of the internship time 11 The cause of these above reasons 12 My lesson from internship time 12 C CONCLUSION AND SUGGESTIONS OF THE INTERNSHIP: .13 I Conclusion: 13 II Suggestions 14 Suggestions to Helen hotel: 14 Suggestions to Department for Foreign Languages of An Giang university 15 REFERENCE 15 LIST OF ABBREVIATIONS AGU: An Giang University FO: Front Office Department HK: Housekeeping Department IT: Internet Technology LIST OF PICTURES AND CHARTS Picture 1: The lobby of Helen Hotel…………………………………………… Picture 2: Map of Helen Hotel………………………………………………… Picture 3: Deluxe room of Helen hotel…………………………………… … Picture 4: Special room of Helen hotel………………………………………… Picture 5: Standard room of Helen hotel……………………………………… Helen Hotel Organization Chart……………………………………………… ACKNOWLEDGMENT 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 get closer to their major During my 8-week internship and the time to report my graduation thesis, I have received the help of many people First of all, I want to express my greatest gratitude to my instructor, Mrs Nguyen Thi Anh Guong, who was helpful and offered valuable assistance, support and guidance Secondly, I would like to offer my special thanks to the authority of An Giang University for providing me with a suitable environment and conditions to finish this report Besides, I would like to acknowledge the support provided by all english lectures of the Department of Foreign Language of An Giang University for a chance of training before I graduated This is a great opportunity to use my knowledge which I used to learn into real life to gain more work experiences such as to have a preparation for my career At the same time, I would like to thank the management board, the heads of the department as well as all the Helen Hotel staff for enthusiastically helping me during the internship In particular, I would like to thank Ms Nguyen Thi Cam Liem has supported me to internship and study many useful experiences in Helen hotel Lastly, I would like to thank friends and family for their support and encouragement in completing this internship report Picture 1: The lobby of Helen Hotel A THE PURPOSE OF INTERNSHIP REPORT: First of all, I want to see what I am lacking so that I can learn from my own experience For example, how recruiters’ interview The hotel management had a small interview and gave me useful advice, through which I knew what I was lacking and how I had to to overcome my point of humiliation Also, actual environmental exposure is the most important factor Any field requires experience, can handle any situation that may arise, when doing such internship, I will be able to observe how to handle situations with clients From that, I can learn from my experience in solving situations Foreign language is an indispensable skill in the hotel industry Helen Hotel is a famous place with a large number of tourists from different countries, while practicing here I can learn from many cultures while improving my language skills Besides, integrating into a new working environment and cultural atmosphere, this is a great challenge for me about the adaptability that I learned at An Giang University B THE MAIN CONTENTS OF INTERNSHIP REPORT: I Report the internship process at hotel General information about Helen hotel Helen Hotel, founded in 2015 Located just 1km from the city center, 12-minute walk from Nguyen Du park and km from the memorial of President Ton Duc Thang The hotel is very close to major shopping centers (Vincom, Nguyen Kim ) At Helen Hotel, the excellent service and superior facilities make for an unforgettable stay Top features of the hotel include 24-hour room service, 24hour security, taxi service, free Wi-Fi in all rooms, private check in / check out Address: 173 Nguyen Thai Hoc Street, My Binh, Long Xuyen City, An Giang Phone: (0296) 3956979 Website: http://helenhotel.vn/ Email: helenhotel@helenhotel.vn Kind: Hotel Standard: Picture 2: Map of Helen Hotel 1.1 The facilities: ❖ Helen hotel has floors and services the below facilities: - Conference room - Parking place Shopping - Elevator/Lift - Reception 24/24 - Accepted: Visa, Master Room services - Massage Karaoke - Car for rent, city tour package Room amenities Helen Hotel contains 60 rooms (Deluxe rooms, Special rooms, Standard rooms) All rooms are beautifully appointed and feature an elegant decor that makes guests feel comfortable as home Bedrooms tend to be more spacious than usual features single bed or double bed room amenities include: - Private living room in room - Desk - Television with full HD cable TV system - Free Wi-fi system and high-speed fiber-optic internet lines to prevent network drop or lag - Individual air conditioning for each room - Fridge - Towels and slippers in the room - Hot and cold-water system 24/24 - Large bathtub and shower Picture 3: Deluxe room of Helen hotel Picture 4: Special room of Helen hotel Picture 5: Standard room of Helen hotel 1.2 Helen Hotel Organization Chart: Helen Hotel Organization Chart General Manager Assistant Manager Financial Department General Accountant IT Manager Assistant FO Manager Assistant HK Manager Assistant Security Assistant Staff Staff Staff Staff Staff Total Personnel: 27 members According to the chart I above, the person who directs and enforces the implementation of a plan or decision is General Manager Hence, the division of departments in the hotel enables one to promote their advantages and benefits Besides, each department also has their managers, assistants and staffs as well In turn they take the responsibilities of leading directly, organizing, supervising operations, and managing subordinates to ensure that all the operations will be successfully executed and achieved the best results ● The Financial Department has duties to control, account finance of the hotel ● The IT Department takes responsibilities of studying and using electronic processes and equipment to store and sending information of all kinds in the hotel ● The Front Office Department (FO) mainly acts as the public face of the hotel, primarily by greeting hotel patrons and checking in guests ● Housekeeping Department (HK) is responsible for making, bed, cleaning, tying room and furnishings and checking the facilities in the room of the hotel ● The Security Department has a duty to protect and secure the guests and staff of the hotel, including all of their property Although, each department has their private tasks, all of them aim at the general target of promoting Helen Hotel to become a highly reputable hotel that attracts a large number of tourists 1.3 Hotel Policies: These are general hotel policies for Helen Hotel For each type of room, they can be different, so the guests must read clearly room descriptions ● Check-in date is from 2.00pm until later ● Check-out date is until 12.00am or sooner late check-out until 6.00pm will be charged 50% of room rate ● Cancellation: If cancelled or modified up to days before late of arrival, no fee will be charged ● If cancelled or modified after days before date of arrival, 100% of the reservation will be charged ● In case of no-show, 100% of the reservation will be charged ● Child and baby cot: ✔ Children below the age of 12 stay free of charge when using existing beds ✔ Children below the age of stay free of charge in a baby-cot ✔ Child (age of – 11) will be charged 70,000 VND per a child for an extra breakfast ● Pet policy: Pets are not allowed ● Room rates: All rates are subject to change without notice if booking is still not confirmed Supplements will not be calculated automatically in the total costs and have to be paid separately in the hotel Furthermore, all rates are in Vietnam Dong (VND), including breakfast, VAT and service charges 1.4 Hotel Plan for Future Development: In recent years, the hotel will continue to invest in upgrading hotels, restaurants (2-star standard), improve professional management and professional Business line diversification, cooperation- calling for investment in building Helen hotel into a high-class trade center, building a display arca and trading in local products, formed a specific type of cultural tourism specific to the local Work description Being interested in the hospitality industry, I have a desire to internship in the hotel for the purpose of learning hotel professional knowledge and widening my English competence for my future career Therefore, work description activities would describe clearly what I have done and learned at Helen Hotel in the period of job training course Initially, working as a waitress required me to understand with clarity the process of serving at Helen Hotel together with English language used in certain situations Then, an assessment of the internship would indicate my opinions on judgments about difficulties, benefits I faced as well as the ways I overcame challenges to make progress The first department I joined was Housekeeping "The responsibilities of people working here was cleaning up the room, checking products that guests used and filling them in Besides, when guests wanted to check out Housekeeper had to contact the receptionist and support guests checking out Also, there was some laundry that they had to as washing and ironing They could get charges from this kind of service After weeks, I was changed into the reception The work of the receptionist was helping guests in booking the room, checking in and out and providing the 10 dining ticket for customers Reception staff were also responsible for service charges, calculating accounts, declaring income and expenditure of the day receiving, opinions and solving problems of service and room quality The last work I internship is in the Front Office The Front Office is the nerve center of a hotel Members of the front-office staff welcome the guests, carry their luggage, and help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding arca, and finally check them out In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff The main part of my work at Front Office is welcoming the guests with a receptionist, receiving the individual card or other private paper (passport, visa ) from the guests then writing this information in the guest history file and entering them into the computer for transmission to police management Besides that, I also the other duties that leader/member shifts require The duties of morning shift and evening shift are the same Sometimes, I speak English to answer some questions of guests, but rarely Advantages and disadvantages of the internship time 3.1 Advantages: ● Helen hotel is one of the hotels that foreigners come to a lot, so this is a good chance for me to internship my English skill when I communicate with them ● I received enthusiastic support and instruction from English department, the managers as well as the staff ● Helen hotel is in Long Xuyen city, near my house so it is easy to move and less expense of transportation and accommodation ● Helen hotel is a 2-star hotel, high quality, and good organization system; therefore, it is a good chance to study more about the profession of working at a hotel Especially, practicing in real working environment 11 helps me study more about living skills such as communicating, working in group, solving problems 3.2 Disadvantages: ● I have many difficulties when I access work, especially work at Front Office It is too strange for me in reality ● When internship at a Front Office, requiring good health and high pressure, I have some difficulties because I am not healthy ● I lack knowledge about working at hotels so I have some difficulties in solving problems ● When internship at the front office, I just some simple work; I have no chance to all the work at this part The cause of these above reasons The main cause of these above reasons is lack of time to study more knowledge and skills as well as time to internship at class before practicing at hotels And in reality, the theory of what we study at school is so different from in fact So, with access to a real work environment, we have to face many problems Besides that, we are too young and lack experience so we will have difficulties when beginning a new job In general, our major is English, we lack skills in this job, so it is better for us to study a professional course if we want to work at hotels My lesson from internship time After internship at Helen hotel for seven weeks, I realize that I am still lacking many things about my skills, my future job Therefore, practicing at Helen hotel is a good chance for me to improve myself; study more about life experience as well as the way to behave with managers, staff and customers I could study many things such as how to be a waitress, a housekeeper, or a receptionist Besides that, I can also go through different emotions with the staff here This time is an unforgettable memory for us at Helen hotel And I also learn helpful lessons of life from the staff They love their job and their duty very well 12 They teach me patience and passion for my job They work all day, from Monday to Sunday, even Tet holiday, but they still love their job Because this job is their life, combined with their family as a relative, a lover Managers as well as staff work together and eat together as a family A different thing between a family and a job is competitive They are competitive to get a higher position, a better salary But their competition is fair The person who is better will get a higher position, especially if they always respect each other This job looks simples, but not simple Each career has its advantages and the disadvantages, it is important that we have to accept it to overcome difficulties to live with our carcer and try our best to the duty In conclusion, life after studying in class is quite different So, we should study more and more to improve ourselves better and betters C CONCLUSION AND SUGGESTIONS OF THE INTERNSHIP: I Conclusion: To sum up, the internship has undoubtedly been a positive experience for me I was given the chance to reconnect with people I had established relationships with, and I also created new relationships with both the faculty and the staff involved with the hotel I used to think there was nothing to learn from this internship course but I was wrong The internship has made me learn how to find a sense of balance and raise my thoughts Initially, I didn't think I was capable enough to work in one hotel with courteous enthusiasm Through this internship, I will be able to learn some additional skills that I think will help me a lot in my future, such as communication, teamwork, and customer care The memories and skills that I have acquired throughout my practicing, experience will stay with me lor the rest of my life Moreover, the leadership, teambuilding, and communication skills that I will foster during an internship will benefit me in any professional setting I may choose Therefore, I can honestly say that it is a great idea of having an internship become a part of academic journey 13 In one word, the best advice I can give any student seeking an internship is to go for it Not only does the experience enhance a résumé, but the experience can also provide the confidence to pursue your career In addition, some internships may offer a job opening for the student after graduation II Suggestions Suggestions to Helen hotel: - It should invest more on infrastructure in order to pass the 2-star standard in the competition rank Besides that, it should open more training classes to improve more expert skills, specialized training for receptionist, waiter/ waitress, bellmen, housekeeping, chef Especially, hotels should open more English communication classes to help staff know English to communicate with foreign guests It helps Helen hotel consolidate the position of hotel in the hotel business field and deserve the 3-star standard - It is better to hire more staff, and avoid staff doing too much work This situation will reduce the efficiency of work - It should create many special products and novel features (of Helen hotel to impress guests Therefore, it is necessary to invest more in entertainment, relaxation to increase the attraction of hotels In addition, Helen hotel should also use the ideal space of the sixth floor at night to open many programs such as singing, dancing, outdoor café…it can make the hotel more special - It should develop more hotel branches in some areas to develop the operating system more powerfully - According to my perspective as a staff: a hotel needs more preferential policies for staff, such as: increase wages, give higher bonuses for the purpose to motivate staff to work more actively And the hotel should also have trips for staff to help them relax after a long hard-working time Especially, it should give them more holidays 14 - According to my perspective as a manager: hotels need to add more modern equipment to replace the old equipment because they were too old and worked badly For example, many guests complained a lot about the refrigerator because it worked ineffectively, not cold and had water from it It is necessary to have more new creative ideas in order to attract domestic and international tourists, and renew the image of the hotel in tourist's view such as planning to organize events more special, sale off, marketing and make the hotel more different from other hotels Manager should open usual conference to know thinking, feelings and aspirations of staffs Suggestions to Department for Foreign Languages of An Giang university - English teachers should help students studying bachelor of English identify what they need for a job when they are freshmen in order to supply necessary knowledge to apply for internship time at fourth year Focusing on their future job helps students have skills for that job more deeply Because in fact what we internship is not related to what we studied in school Therefore, school should open more professional class to help students have enough knowledge when practicing - We need study more professional classes about management of hotels and some skills of travel to know how to solve the problems at internship place and have more long time to internship about that It will be better if we can study some periods with teachers who major in hotels - Before training time, it is necessary to have workshops between the former students and fourth-year students That is an opportunity to help fourthyear students make questions and study more experiences REFERENCE Information of Helen hotel: - http://helenhotel.vn/khach-san-long-xuyen.html 15 The facilities of Helen hotel: - http://www.hotel84.com/an-giang/khach-san-helen-ngoc-giang.html Map of Helen hotel: - https://www.google.com/maps/place/Helen+Hotel_Long+Xuyen_An+Gia ng/@10.3846437,105.4304393,17z/data=!3m1!4b1!4m8!3m7!1s0x310a7 2e7b1da4b8f:0x707d19cdac0c0988!5m2!4m1!1i2!8m2!3d10.3846393!4d 105.4326272?hl=vi-VN 16