Báo cáo thực tập tốt nghiệp ngoại ngữ specialist skills and knowledge in hospitality industry 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 IN HOSPITALITY INDUSTRY AT SUNSET BEACH RESORT AND SPA INSTRUCTOR: MRS BUI THI THUY TRANG, M.A STUDENT’S FULL NAME: NGO THI KIM XUAN STUDENT’S CODE: DTA176210 CLASS: DH18TA ACADEMIC YEAR 2020 - 2021 AN GIANG – APRIL 2021 ACKNOWLEDGEMENTS The completion of this report would not indeed be possible without the contribution whole-heartedly of those who I am deeply indebted to them for their unstinting support First and foremost, I would like to express my deepest thanks to my instructor, Mrs Bui Thi Thuy Trang, M.A, for her whole-hearted help and thorough direction To me, her sincere guidance and accommodating advices are one of those factors to help me gain valuable experiences as well as accomplish this internship period well Secondly, I also give special thanks to my supervisor, Ms Phan Thi Ngoc Anh is Front Office Manager because of her assistance and willingness to spend precious time to guide me day after day She gave me a lot of chances to take part in FO and GL training sessions Moreover, I acknowledge the help of all other staffs at Sunset Beach Resort and Spa because of working in collaboration with each other enthusiastically It made the best memories that will not be faded in my thought Thirdly, I wish to offer my sincere thanks to lecturers in Faculty of Foreign Languages who created favorable conditions for me to put knowledge into practice It likes a milestone in my career path in the future due to having numerous valuable experiences throughout the internship process Last but not least, I would like to give my gratefully and endless thanks to my dearest family and friends who are always by my side Their love, sharing, and understanding gave me the strength to accomplish this thesis TABLE OF CONTENTS PART A DESCRIPTION OF INTERNSHIP COMPANY I THE INTRODUCTION OF INTERNSHIP COMPANY .8 Resort general information Destination II RESORT ORGANIZATION 11 III BUSINESS OPERATION 12 Accommodation 12 1.1 Deluxe Room 13 1.2 Deluxe Ocean View 13 1.3 Deluxe Ocean Panorama 14 1.4 Sunset Premium Ocean Panorama 15 1.5 Deluxe Family Room 15 1.6 Grand Suite Ocean Panorama 16 Food and beverage 17 2.1 Sunset restaurant 17 2.2 Sunset bar 18 Other services and facilities 20 PART B INTERNSHIP ACTIVITIES 22 I THE FIRST EXPERIENCES AT FRONT OFFICES DEPARTMENT 23 II THE PROCESS OF SERVING GUESTS AT SUNSET RESTAURANT 28 III THE EXPERIENCES OF GUEST RELATION 28 PART C CONCLUSION AND SUGGESTIONS OF THE INTERNSHIP 31 I CONCLUSION 31 II SUGGESTIONS 31 Suggestions for the internship company 31 Suggestions for future trainee 32 Suggestions for faculty of foreign languages at An Giang University 33 REFERENCES 34 TEACHER’S FEEDBACK 35 LIST OF FIGURES Figure Phu Quoc island map Figure Position of Sunset Beach Resort and Spa on Phu Quoc island map .9 Figure Logo of Sunset Beach Resort and Spa Figure Sunset Beach Resort and Spa 10 Figure Sunset Beach Resort and Spa to be awarded the “Luxury Beachfront Resort” 10 Figure Deluxe Room 13 Figure Deluxe Ocean View Room 14 Figure Deluxe Ocean Panorama Room 14 Figure Deluxe Ocean Panorama 14 Figure 10 Sunset Premium Ocean Panorama 15 Figure 11 Deluxe Family Room 16 Figure 12 Grand Suite Ocean Panorama Room 16 Figure 13 Sunset Beach Restaurant 17 Figure 14 Sunset Beach Restaurant 18 Figure 15 Sunset Beach Bar 19 Figure 16 Sunset Beach Bar 19 Figure 17 Sunset Beach Spa 20 Figure 18 Sunset Beach Swimming Pool 21 Figure 19 Sunset Beach Gym 21 Figure 20 Front Office Department of Sunset Beach Resort and Spa 23 Figure 21 Intern answers guest's phone call at front desk 24 Figure 22 Review card for Sunset Beach Resort and Spa on Trip advisor .29 LIST OF TABLES Table The announced room rates of the resort 12 Table Motorbike rental service 26 Table Transportation service time 26 LIST OF ABBREVIATIONS SS: Sunset Beach Resort and Spa PP: Passport ABSTRACT An internship is an opportunity to help students enhance their knowledge they have learned and apply it in reality Moreover, they are not only improved their skills but also experienced what they even have not been taught at university In addition, it is also a chance for students to interact with different aspects of the social environment, thereby contributing to accumulating more experiences for students to better define their future careers Sunset Beach Resort and Spa is a place I chose for my internship Thanks to this chance, I could gain a deeper understanding of the hotel in all aspects Especially, I could develop the good attitude improve soft skills when working in a team Although internship time is short, experiences I obtained that are great The report is the outcome of an experiences process at Sunset Beach Resort and Spa The report consists of three parts The first part is the description of the internship company, general information about the resort The second part is the internship activities at two different departments and some useful lessons I learned from new tasks as well as the way I overcome problems during training time The last part is the conclusion of the internship and suggestions for company, future trainee and Faculty of Foreign Languages of An Giang University On the other hand, because of the limited time and knowledge, the report cannot avoid its shortcomings, I look forward to the suggestions of Sunset Beach Resort and Spa, teachers and friends for me to learn from experiences and complete better PART A DESCRIPTION OF INTERNSHIP COMPANY I THE INTRODUCTION OF INTERNSHIP COMPANY Resort general information 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 ecosystem, and forest many outstanding cultural events, and friendly local people Duong Dong town, North West of Phu Quoc, is considered the island capital Figure Phu Quoc island map Sunset Beach Resort and Spa has 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 Figure Position of Sunset Beach Resort and Spa on Phu Quoc island map Destination      Sunset Beach Resort & Spa Address: 100C/2 Tran Hung Dao Street, Duong Dong town, Phu Quoc district, Kien Giang province Hotline: + (84) 2973 567 888 / + (84) 867 070 006 / + (84) 867 050 002 Email: info@sunset.vn Website: www.sunsetbeach.vn Figure Logo of Sunset Beach Resort and Spa th Sunset Beach Resort and Spa officially operated on January 15 , 2021 with 4-star standard and core value “We understand, respect and meet all customer expectations.” (Mr Andy Nguyen – General Manager)