(Tiểu luận) báo cáo thực tập at muong thanh luxury danang

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH INTERNSHIP REPORT Supervisor : Trần Thị Minh Giang, Ph D Student : Huỳnh Thị Linh Hiền Class : K21NAD1 Code : 2120345162 Course : 2015 - 2019 DA NANG, March 2023 DUY TAN UNIVERSITY SOCIALIST REPUBLIC OF VIETNAM FACULTY OF ENGLISH Independence – Freedom - Happiness INTERNSHIP REPORT Student’s name : Huỳnh Thị Linh Hiền Date of birth : 26/01/1994 Class : K21NAD1 Department : Faculty of English Internship Site : Mường Thanh Luxury Danang Internship Period : From January 16th to February 26th SUPERVISOR: TRẦN THỊ MINH GIANG, Ph D DA NANG, March 2023 TABLE OF CONTENTS ACKNOWLEDGEMENT ABBREVIATIONS PART GENERAL INFORMATION OF THE INTERNSHIP SITE 1.1 An overview of Muong Thanh Luxury Danang 1.1.1 General information 1.1.2 Organizational Chart .8 1.1.3 Hotel products and additional services 1.1.3.1 Accommodation 1.1.3.2 Food and Beverage Service 11 1.1.3.3 Additional Service 12 1.2 An overview of the Front Office at Muong Thanh Luxury Danang 13 1.2.1 Role and Responsibilities 13 1.2.2 Front Office Organizational Chart 14 1.2.3 Functions and responsibilities of each team 14 1.2.3.1 Receptionist/ Front Desk Officer 14 1.2.3.2 Guest Relation Officer and Operator 14 1.2.3.3 Bellmen and Door girl 16 1.2.3.4 Driver .16 PART DESCRIPTION ABOUT STUDENT’S INTERNSHIP 18 2.1 Overview about tasks and responsibilities .18 2.2 Detailed record of my 6-week internship as a receptionist 18 PART PERSONAL EXPERIENCE FROM INTERNSHIP 34 3.1 Advantages in my internship 34 3.2 Challenges faced during internship 35 3.2.1 Subjective factors 35 3.2.2 Objective factors .36 3.3 Experience gained after the internship .36 3.3.1 Accumulating practical knowledge and administrative concepts at Front Office .37 3.3.2 Improving practical skills 37 PART FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY 4.1 Suggestions for internship site 39 4.2 Suggestions for university .39 SUPERVISOR’S COMMENTS 41 ACKNOWLEDGEMENT First and foremost, I wish to express my utmost gratitude and appreciation to all honorable lecturers and personnel at Duy Tan University, who have offered me the best learning environment and the most critical education, facilitating my road to win a very helpful internship at Muong Thanh Luxury Danang More importantly, my deepest gratitude goes to my supervisor, Dr Tran Thi Minh Giang, who has followed, supported and gave me precious advice from the very first day of my training Respectively, I am also grateful for all teachers and staff at the Faculty of English for reaching out, connecting and delivering exceptional assistance throughout the program Admittedly, my forever cherishment and thankfulness extend to my family, especially my parents, who have shown constant supports, unconditional understanding and encouragement to help me overcome apprehension and diversity during my journey Lastly, I would like to thank the board of directors, front office management of Muong Thanh Luxury Danang for accepting me to observe, learn and practice the practical way at a reputed hotel I specifically express my gratitude to my colleagues, training buddies and manager of the Front Office; without their guidance and supervision, I would not have completed the traineeship and acquire essential skills for future career Thank you very much! ABBREVIATIONS FB Food and Beverage FO Front Office FOM Front Office Manager GRO Guest Relation Officer HK Housekeeping HR Human Resources OTA Online Travel Agency SOP Standard Operation Procedure Document continues below Discover more from:Cáo Thực Tập Báo BC5 Trường Đại Học Duy… 24 documents Go to course 44 83 Báo Cáo Thực Tập Kế Toán Tiền Lương Tại… Báo Cáo Thực Tập 100% (1) BAO CAO THC TP - báo cáo thực tập dành… Báo Cáo Thực Tập 100% (1) Kế Toán Thành Phẩm Và Tiêu Thụ Thành Phẩm … Báo Cáo Thực Tập None DE IF KHO - tin học 12 Báo Cáo Thực Tập None DAN TỔNG QUAN DU LỊCH - du lịch Báo Cáo Thực Tập None NỘI DUNG ÔN TẬP PHI 150 -… Báo Cáo Thực PART GENERAL INFORMATION OF THE INTERNSHIP Tập SITE 1.1 An overview of the Muong Thanh Luxury Hotel Danang 1.1.1 General information Inaugurated in 2017, Muong Thanh Luxury Hotel Da Nang of Muong Thanh is one of 23 establishments in the high-end line of Muong Thanh Hospitality, presenting in 18 major cities in Viet Nam Aiming to deliver true Vietnamese hospitality and become the national representative in Hotel Industry, Muong Thanh Luxury chain was groomed to be the deluxe brand offering international standards while fully embracing and appreciating Vietnamese hotel style and Vietnamese’s core value in serving and coordinate customers’ experience Within months after its official launch in May 2017, Muong Thanh Luxury Danang exceeded expectation and was granted 5-star by Vietnam National Administration of Tourism, becoming the 16th 5-star hotel among over 600 hotels in Danang Located at 270 Pham Van Dong Street, Muong Thanh Luxury Danang occupies a strategically convenient location, which is easily reached from important tourist points around the city and obtain the pristine view of the ocean and Danang stunning coast line In addition to its advantageous location, Muong Thanh Luxury Danang also provides a variety of hotel services including luxurious accommodation, conferences and meetings, wedding celebrations as well as other designated national or international events The hotel was stylishly equipped with 530 hotel rooms, large meeting and conference rooms with total capacity up to 1000 people Besides, the hotel also offers a range of entertainment and relaxation space to accommodate customers’ needs None 1.1.2 Muong Thanh Luxury Danang Organizational Chart Figure 2: Front Office Department Organizational Chart 1.1.3 Hotel products and additional services at Muong Thanh Luxury Danang 1.1.3.1 Accommodation 583 rooms from floor to 38 in the hotel are purposefully divided and categorized into different room classes accommodating individual needs and comfort as well as offering personalized experience for different groups of clienteles Table 1.1: Introduction to room types Room Type Quantity Dimension Price Superior 31 35m2 2.500.000 VNĐ Deluxe 431 33m2 3.200.000 VNĐ Deluxe Ocean View 60 33m2 3.500.000 VNĐ Grand Suite 60 89m2 7.000.000 VNĐ Presidential Suite 01 405m2 25.000.000 VNĐ * Room charges are susceptible to change according to seasons, events, national holidays and other conditions In accordance with modern, simplistic yet grand design infused with occasional touch of Vietnamese elements, all room are adequately furnished with up-to-date technological devices and essential amenities, allowing guests to experience a comfortable and relaxing stay Especially, customers can enjoy great views of the city or the beach to wholeheartedly immerse into the atmosphere of a vigorous and energetic city like Danang City *Superior room As the most economic option, Superior rooms are the perfect choice for travellers on a budget or people on a busy schedule The rooms are spacious and stylishly furnished with wooden furniture and basic amenities to recreate a warm vibe like home for travellers * Deluxe Room As the most common type of rooms, the Deluxe class offer the widest range of preferences attuning to different demographic segmentations among guests *Deluxe Ocean View Room arrival information and offered called the agent in charge assistance during group check-in of the group to confirm - I was guided to collect guest arrival time and alert bell IDs or passports to scan, update captain, GRO team to information on SMILE system prepare and welcome and organize them systematically guests with specific note of room numbers - I was allowed to receive phone - I was able to understand calls from guests, trained to keep how to take care of record of all guests’ requests different types of guests Under my training buddy or groups assistance, I was able to solve necessity some common requests and of a the well- and prepared practice before always follow to make sure all important arrival Thursday, guest’s February fulfilled or handled by others requests are either 2nd, 2023 - I continued making the list of check-in and check-out for the next days, plus double checked today list prepared yesterday - I was trained and observed the process of checking guests in the system, practice by pretending to Friday, check in some checked in guests - I continued my standby - I was more confident in February position, handling phone calls helping rd , 2023 and offering assistance to guests promoted around the lobby and some hotel services at the hotel such - I was trained to check available as making rooms on the system and how to reservation, check for prices guests lunch introducing tours and booking spa - I continued my training in using treatments SMILE, producing the arrival and - I was able to collect departure log for tomorrow, pay guests’ arrival time and extra attention to guests’ pre- update on the system request and preferences - I called tomorrow arrival guests (the one with contact numbers) or send email (the one with email addresses) for their arrival time Summary and feedback: In my third week of internship, I was assigned mostly afternoon shift This is very important change for me to learn about different responsibilities between morning and afternoon shift and how mutually dependent and interconnected they are It was obvious that the week was really busy with many group check-ins, and I ran a lot of errands and perform plenty of clerical tasks to assist the front desk force to deal with a large number of customers at the same time I also learned the hectic nature of group check-in and how easier it could be with proper preparation However, I also learned that there were a lot of situations happened out of expectation and it was really important to have experienced guiding hand to assist these cases One important lesson I learned this week happened when I forgot to ask the room number of two Korean guests when they asked to collect their laundry I was panic trying on my own to find the guests and nearly felt hopeless imagining what would happen if I could not fulfill their demands It took me a while to consult with my supervisor and he calmed me down while asking other teams if they remembered any information about the guests Luckily, the guests were at the swimming pool so I asked the pool staff their room number I got my first warning because of this but it worthed the lesson I had learned, there is no small mistake in 5-star service and it is really important to immediately report it to higher manager to come up with solutions before problems arise Week Day Training process Results - I was on standby position as - I was more relaxed always, performing clerical tasks and comfortable in when needed, handling phone dealing with guests communications, assisting guests via - I took time phones and face-to-face communicate to with Tuesday, - I checked arrival list and prepared waiting guests and ask February welcoming documents 7th, 2023 - I was trained and observed the about their feedbacks check-out procedures step by step - I was trained about loyalty program and how to encourage new guests to become members by introducing deals and benefits for different tiers of membership - I forgot adding some details when - I was able to be left preparing the arrival log for today alone during early check-in and was re-trained by my morning time when Wednesday, February 8th, 2023 supervisor in checking detailed the front desk was not information and glitch log busy with check-in - I performed my usual tasks and out assisting and helping around the - I took time to study front desk team daily guest log and - I observed my supervisor allocating learn how to handle rooms and assisted to complete problems and Thursday, check-in process complaints - I was on standby position and - I could handle late February performed my usual tasks th , 2023 check-out - I was supervised to check-in a stay group of guests - I assisted extension upgrade guests to and requests make under supervision of reservations at outside restaurants senior staff per requests requests, - I had more time to train and practice with the SMILE system and was guided on how to deal with stay extension - I was on standby position and performed usual tasks per requests I learned about different ways guests - Under supervision, I practiced make reservations at Friday, February 10th, 2023 simple check-in and extending cases, the hotel and how registered system information and into adjust the each booking booking availability system of channel handles their guests - I was instructed to handle OTA bookings as well as received group reservation from domestic and international travel agencies Summary and feedbacks: The fourth week of my internship was not without problems and confusions; however, I took great joy in communicating and helping my guests and learned how they were pleased with our service and our style of hospitality I was allowed to more practical front desk tasks and many problems arose Usually, I had troubles working on the system as I was still unfamiliar with more advanced operations and check guest’s information as there are some minor details that could easily be overlooked I was still afraid doing the extending process for guests as a small wrong move can cause overbooking as I was told I realized the more I did my jobs, the more I found my shortcomings in multitasking, staying calm and reserved during busy time, task priorities when there are too many requests coming, the lack of knowledge about entertainment around Danang city and how to deal with angry and demanding guests One important lesson I learned this week is to be extra careful and record everything you did, whoever you worked with and how the results was Week Day Monday, February 13th, 2023 Training process Results - I was on standby position and - I was allowed to be performed usual customer service unattended for tasks time period of short and - I checked-in guests and helped handling problems on prepared for check-out under my own supervision - I contacted tour agency and booked tours to Hoi An – My Son Sanctuary for two German guests - I followed up with my tours and assisted guests to go on their tour I was more professional and - I was on standby position and handling Tuesday, performed usual customer service requests February tasks, handling checked in 14th, 2023 - I was trained on how to properly guests’ in a more composed manner exchange money for guests and posted on SMILE for check-out billing - I was on standby position and - I learned how to write perform usual customer service professional Wednesday, February 15th, 2023 tasks adequate and emails to - I was allowed to answer guest’s answer guests’ inquiries emails and registered them into - I performed today check-in and the system for future prepared documents for tomorrow arrangement check-out Summary and feedbacks: The fifth week of the internship was the week I learned the most practical knowledge about being a receptionist and practiced constantly my computer skills, especially in searching for information and working on SMILE system I was also allowed to deal with problems on my owns without supervision from peers and supervisors; and I also received a few hard case of complaint where I had to consult and work with other teams closely to follow up and avoid missing anything I developed a habit of constantly checking my daily record to see if there were anything amiss or unfollowed or incomplete I ran into a few problems where I sought a lot of help from others I was more confident in sending emails, which I had more time to think and draft what to say Being allow on my own also required me to think on my feet on many occasions and during busy time, it could get overwhelming The most important lesson I learned this week is to stay calm in any situation and it is not my responsibility to solve all guests’s problems so I had to find the right person to handle difficult cases or cases I never experienced Week Date Training process Results - I was allowed to stand more - I made less mistakes in inside reception performed desk customer and check-in procedures and service was able to offer higher tasks Tuesday, February 21st, 2023 room categories, - I did check-in and prepared practicing check-out documents - I was on mailing duty and answered emails upselling skills I was faster in accordingly answering mails with consultant from supervisor - I was more comfortable and senior staff working with other teams and departments, especially HK and FB - I was assigned usual tasks in - I was able to checkdealing with common guests’ out and other follow-up Wednesday, requests, checked-in and mail tasks after February duty 22nd, 2023 - I was supervised to check- feedback, check-out such as collecting guest’s keeping out for Vietnamese guests with records and informing less complicated billing process accounting department - I was assigned usual tasks in - I focused more on Thursday, completing with guests’ requests, check-out and learned as February check-in procedure and mail much as I could about 23rd, 2023 duty some problems during - I performed my usual duties and billing process - I had better took my time to learn the understanding in procedure to handle no-show handling debit cards and case, especially how to work with credit cards, preparing Friday, OTA February charging and following up with check-out and detailed steps in billing information for 24th, 2023 accountant department and work closely with accountant for check-up on any transactions and how to follow cases until it closes Summary and feedback: The sixth week into my intership at Muong Thanh Luxury hotel was practicing and shrapening practical skills at the reception At this stage, I was confident in meeting guests’ demands and learned a few important skills in upgrading customer service, upselling and handling problems within my capacity However, this week was also very challenging as I was introduced and briefed on the cashier side of receptionist’s tasks I did some tasks in posting charges and proceed payment with careful explanations and observation from senior staff, and since I not have longer time to practice, I only knew how to certain things without really understanding the mechanism behind them The most important lesson I learned this week is always be extra careful with money received and never post a bill without guest’s signature PART 3: PERSONAL EXPERIENCE FROM INTERNSHIP 3.1 Advantages in the internship Before joining the internship program at Muong Thanh Luxury Danang, I was lucky to have two years working part-time in a small hostel in the city and thanks to this dedication, I was able to gain certain fighting chances - As a hostel receptionist, I had varied opportunities to communicate with many guests from all over the world Each of them carried their own values, cultural differencies and certain patterned behaviours, which allowed me to learn and increase my knowledge about different groups of guests – their attitudes, behaviors and preferences This was really important in helping me to be more open-minded and deal with some unusal requests - Secondly, the openess in working environment and pleasantly easygoing way of doing things, I was able to become friends with my guests and develop the tendency to offer support and help anywhere possible to showcase our hospitality, which gave me basic understanding in customer-oriented services, which I found similar to that core mindset in 5-star service The idea of taking care of guests to the smallest and finest details to coordinate guest experience to the ultimate was also not just a responsibilites but also my joy - In terms of dealing with customers’ inquiries, I was confident in my knowledge about tourist attractions around Danang city, buses, tours and exciting things to in Danang and other popular destinations in Vietnam The nature of guests’ requests at the hotel are not that different from what I had done before at the hostel More importantly, it was very common for me to run into new questions and problems everyday, so I had learned how to my own research, think on my feet and offer solutions to my guests in a timely manner with detailed explaination and precision It helped me a lot when working at the hotel because I was always prepared myself for new challenge - The winning advantage that I possess is my confident in using writen and spoken English on a daily basic, so I have no problem communicating with international guests and writing emails is also my strong suit Before starting my part-time job at the hostel, I got my TOEIC 945 and after finish the job, I got IELTS 8.0, believing myself upto the challenges in a higher standard environment 3.2 Challenges faced during my internship Having experience in hospitality and good English communicating skill did not fully equip me to produce desired results at a 5-star hotel because there is a vastly huge gap between delivering 5-star service and hostel service I, hereby, discuss internal and external factor influencing my performance at the internship 3.2.1 Subjective factors - What I first found most difficult when working at Muong Thanh Luxury Danang was how there are standards and procedures for every gesture and action All of my tasks were closely governed and dictated by SOP and any miscarried steps can lead to consequences I lost my confident at first because I was afraid that the way I handled guests were inappropriate and deviating from SOP I did not feel the close and warm connections I used to have when working with my guests at the hostel It took me two weeks to observe, practice and come to understand the reasoning behind SOP to perform my customer care at a more professional level - In addtion to initial expectation, I also had another perceptional problems in dealing with customers At the hostel, there was no clear distinction between customers and I always treated them equally regardless their background, wealth, social status, political or religious stand points However, when working at the hotel, I realized how important it was to regconize guests’s VIP status and different conducts were apllied to treat them This was a concept that took me a long time to fully understand and come to term with - Jumping from a small hostel consisting of only eight people to a 5-star hotel also posed certain difficulties to people with introverted tendency I constantly worked with new people, new staff from my own team and other team likewise and each person have different working style, attitude and approaches so I have to learn and relearn things all the time I remembered my most anxious time of the day was when I received phone calls from other departments and I could not hear their names to record and follow up later, I took extra time to call back and confirm the identity of the informer I had no problem communicating with guests, yet I struggled sometimes to work with my co-workers, especially those from other departments - Lastly, I was also having trouble raising priorities for my tasks and handing over tasks so usually I tended to run into overloaded situations where I did many things at the same time and miscomunication or misconduct surely happened 3.2.2 Objective factors There are also objective factors worth mentioning here - First and foremost, even though the pandemic is over and the tourism industy in Danang is recovering, the hotel sufferred tremendously and they lost their force of experienced and long term labor, especially those in management positions There are many problems regarding misconduct, miscommunication, misunderstanding between departments and teams causing the lack of consistency in service - In the field of international hospitality, there are administrative, financial and organizational concepts for one or several functions which an intern would require supervisor or senior members to clarify and elaborate to proceed the task so interns have to wait for them to be available to resolve the doubts around the concept As a result, the intern has to postpone her tasks and work accumulates until the end of the shift And front office staff are usually very busy with many tasks so it was inappropriate to bother them with problem at any time - On the other hand, the check-in process including building personalized profile for main guests and their sharer, which require to register any information on SMILE-FO system and allow it digitize During peak time when many large groups coming in, the process can be delayed and left to deal with later, resulting in having heavy pending workload - Additionally, the internship period was not sufficient to train and practice practical skills at a the front office 3.3 Experience gained after the internship This internship program was a wonderful chance for student to experience real-life learning experience and improve professional skills to work in hotel and hospitality industry, enabling students to materialize their theoretical knowledges and truly comprehend different concepts learned and studied at school and grasp the nature and the multilayer of organization in delivering consistent and distinctive customer service 3.3.1 Accumulating practical knowledge and administrative concepts at Front Office - The internship helped the student to understand about hospitality, hotel management and operation at corporate level with clear aim, vision and mission - The student was trained to use all the tools, equipment and devices provided to assure their performance and assists them in delivering better care - The student was also observed and experienced how different teams and department exercise their functions and responsibilities by having procedures and daily checklist to systematically coordinate and cooperate with each other - The trainee also learned the complete procedure in performing customer service from the moment guests make reservation to the moment they leave the hotel with smiles and how the cycle begins when they become our loyal customer - And most importantly, the student understands her shortage in communication skills and lack of practical knowledge (mostly in mechanism and work ethics behind certain procedure) in working at a highly specialized and professional environment, which was not taught at all in any schools or university and can only be obtained through real work and practice 3.3.2 Improving practical skills It is obvious that the receptionist position requires the students to have many different skills and these are important skills I learned and have a chance to practice and improve over my internship program in order of importance - Computer skills I consider this the most important skills because over 70% of receptionist duties are performed on computer, and as they have to do, in average, 50 to 80 check-in and check-out per days, the paperwork and recording process requires them to be excellent in excel, quick on commanding keyboard shortcut and especially the manipulation on SMILE-FO system Their work is also needed to be precise at any moment as a small mistake in the system can lead to malfunction and mishandling between other departments - Interpersonal skills As the main force at the frontier of customer services, it is of absolute mandatory to have good communication skills to better accommodate and allocate guests experience as well as to convey messages and information to different departments to be properly processed The front office is also the bridge connecting all the departments and good understanding on the hierarchy and finding the right person to work with for different tasks can easily enhance effectiveness and precision - Multitasking skills and teamwork The flow of customers coming to the reception can get overwhelming, especially during busy time and it is critical for receptionist to have the abilities to many things at the same time This is properly the most difficult skills to master as the front desk officer have to handle guests while other departments always reach out to receptions for inquiries and requests Besides the obvious reasons of having teamwork skills, teamworking is also critical as information in hotel service as well as other information regarding rooms availabilities, allocation and promotion deals are always updated and refreshed so it is easier for the team to acknowledge, pass or help to correct when problems arise - Problem solving skill I consider the skill not as important as other skills, for the nature of 5-star service indicates that there are procedures and processes in dealing with problems and customer complaints so following these conducts is enough It is important to know that the clientele at 5-star hotel is usually more sophisticated and complex so that difficult cases or high-profile individuals are usually handled by experienced and high-profile positions in the hotel PART 4: FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY 4.1 Suggestions for internship site During my time at Muong Thanh Luxury Danang, I was supported and offered many chances to practice my skills, so I was really grateful and felt so lucky to have these experience What I proposes below will serve at my personal opinions and I hope them to be taken into consideration - The hotel should give students more time to get used to the working environment and working discipline - The management team should allow students to make more mistakes - This may sound minor but I think it is really important in helping students without real consequences as doing wrong is to learn how to it right overcome their uncertainty and anxiety when working with other department, which is to reinforce clear communication among different department The interns are usually new to terminology or codes between senior co-workers and sometimes they have misunderstanding or complete oblivion to what is going on, especially duties outside their trainings The hectic nature of the hotel service somehow makes everyone talk really fast and mechanical over internal phone calls so misheard happens all the time - The hotel should invest on upgrading computer system as the system sometimes malfunction or when opening too many tabs can get it collapsed and affect the performance of receptionists 4.2 Suggestions for university During my time studying at Duy Tan University, I think we have been provided a lot of opportunities to learn and improve our practical knowledge and skills However, there will always new things to learn and only when we start to work on something, we come to understand what we really need I would like to contribute some personal experience and what I wish to learn more as a student of English for Tourism major - I wish to have chances to learn situational English in different tourism fields where I can practice using English to deal with problems - I would like to have more mini talk shows with experts in the tourism industry such as tour guides, hotel receptionists, and cultural experts to share their own experiences and clear up queries SUPERVISOR’S COMMENTS ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… ………………………………………………