Faculty of english 1

INTERNSHIP REPORTInternship Site : King Garden Hotel & Wedding Covention, Danang, Vietnam Internship Period : From January 15th to March 10th, 2024 SUPERVISOR: PHAN THI LE HUYEN, M.A D

DUY TAN UNIVERSITY

INTERNSHIP REPORT

Internship Site : King Garden Hotel & Wedding

Covention, Danang, Vietnam

Internship Period : From January 15th to March 10th, 2024

SUPERVISOR: PHAN THI LE HUYEN, M.A

DA NANG, March 2024

PART I: GENERAL INFORMATION OF THE INTERNSHIP SITE 1

1.1 King Garden Hotel & Wedding Covention 1

1.1.1 General information 2

1.1.2 Facilities: 2

1.1.3 Customers: 2

1.1.4 The organization structure: 3

1.1.5 Function and task of each department: 4

PART II: DESCRIPTION ABOUT STUDENT’S INTERNSHIP 5

2.1 Position overview and Responsibility: 5

2.2 Detailed job description: 5

PART III: PERSONAL EXPERIENCE FROM INTERNSHIP 13

3.1 Personal advantages and disadvantages from internship process: 13

3.1.1 Personal advantages: 13

3.1.2 Personal disadvantages: 14

3.2 Personal experience from internship process: 15

PART IV: SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY 17

4.1 Suggestions for Internship Site 17

4.2 Suggestions for Faculty of English 18

SUPERVISOR’S COMMENTS 20

Dear Teacher at the Faculty of English – Duy Tan University,

Dear Manager and all staff at King Garden Hotel & Wedding Covention,Dear my supervisor – Ms Phan Thi Le Huyen,

First of all, I want to express my heartfelt gratitude to all the teachers atDuy Tan University and the Faculty of English for their unwavering support anddedication over the past four years Thanks to their guidance, I have gainedvaluable knowledge and skills, and their enthusiastic help has been instrumental

in my academic journey

Secondly, I want to extend my special thanks to Ms Thuy Tien, Office Manager at King Garden Hotel & Wedding Convention Not only did shegraciously accept my internship request, but she also provided abundantopportunities and invaluable information throughout the internship course A bigshout-out to all the staff at King Garden Hotel & Wedding Convention for theirunwavering support, helping me navigate initial challenges and swiftly resolvingproblems Your assistance has been instrumental, and I am truly grateful

Front-Thirdly, I am sincerely grateful to my supervisor, Ms Phan Thi Le Huyen,for her invaluable guidance and advice that played a crucial role in achievingsuccessful results during my internship Her support has been instrumental inmotivating me to meticulously craft my internship report

Last but not least, a heartfelt thanks to everyone who contributed to helping

me complete this internship report – your assistance is genuinely appreciated.Yours sincerely!

Le Ha Phuong

PART I: GENERAL INFORMATION OF THE INTERNSHIP SITE

1.1 King Garden Hotel & Wedding Covention:

Address: 456A Nguyen Tri Phuong street, Hai Chau district, Da Nang city

Phone: 0236 3868 456

 Facebook: https://www.facebook.com/tieccuoikinggarden/photoslocal

1.1.1 General information

King Garden Hotel & Wedding Covention located in the heart of Da Nang

city It is near the international airport, near the train station of the city and the

shopping center of Da Nang city King Garden is a hotel in Danang with a unique

designed style along with the attention to details using eco-friendly and natural

organic materials that make King Garden hotel being impressive and luxurious

radically King Garden is definitely the hotel that brings you both material and

spiritual values for a more poetic life in your trip and by its sophisticated services

and retro spacious bedroom

1.1.2 Facilities

King Garden Hotel & Wedding Covention has 2 wedding halls with a

maximum capacity of 1400 and 50 hotel rooms There are kinds of rooms such as

Deluxe Double, Deluxe Family, Superior Triple, Standard Twin, Standard

Double Each room is equipped LCD TV, refrigerator, free mineral water, iron,

newspaper, closet, bathroom It also has private bathrooms with a rainshower and

a hairdryer The guests can use the free Wi-Fi throughout the property

1.1.3 Customers

Hotel's customers are mainly domestic tourists and foreign tourists They

came here to task, travel and relax With the best services, King Garden Hotel &

Wedding Covention always satisfied every customer when they came here

1.1.4 The organization structure:

Food &

Beverage

Restaurant

KitchenHuman Resources

Department DepartmentAccounting Marketting & Sales

Department

1.1.5 Function and task of each department:

Director: the person who directly administrates company’s business, highest

level of executive

Human Resources Dept: This department is responsible for hiring and firing

employees, training workers, maintaining interoffice relationships and

interpreting employment laws

Accounting department: Accounting and finance management abiding by

country’s laws, revenues and expenses documents management

Marketing & Sales Dept: Marketing and Sales department serves as the

umbrella function that manages advertising, promotions, public relations and

sales Marketing functions include research and development, pricing,

distribution, customer service, sales

Housekeeping: The most important roles of housekeeping is to clean or

freshen guest rooms while guests are out or while a room is between guests

Front-office: This department serves as a bridge between customers and

hotel services, among other parts of the hotel

Food & Beverage: Food and Beverage serves food and drinks It also

performs tasks such as setting up tables, removing used dishes and preparing

dishes

PART II: DESCRIPTION ABOUT STUDENT’S INTERNSHIP

2.1 Position overview and Responsibility:

As a receptionist and restaurant staff, I did the following duties, namely:

 In lobby:

- Welcoming guests.

- Satisfying and solving guests' request during their stay at hotel.

- Searching and introducing about local and international tourism.

- Checking records and documents.

- Translating documents.

 In restaurant:

- Serving customers.

- Folding napkin.

- Calming down customers who was hot-tempered.

- Helping to solve problems about food and beverage.

- Taking customers' comment.

2.2 Detailed job description:

THE FIRST WEEK

(15/01/2024- 21/01/2024)

I went to KING GARDEN HOTEL & WEDDING COVENTION 3 days per

week

Working time: Monday, Wednesday and Friday from 8 a.m - 1 p.m

Monday

January 15

- Greeting and conversing with the staff of the homestay including the manager and supervisor

- Visiting around and hearing information about the hotel

- Listening to the rules and work from manager

- I learned the rules of the hotel and my tasks and responsibilities

- Receiving uniform and name tag.

Wednesday

January 17

- Obtaining information about hotel such as the number of the rooms, services, and room kinds and so on

- Being taught how to welcome and communicate with the guests politely, learning about the work as a

receptionist

- I got more about the hotel from the information I received

- I knew how to communicate with the guests and

understanding work better

Friday

January 19 - Learning more about the skills of

work performance of a receptionist

- Translating documents about booking rooms

- I enhanced my knowledge about the work performance

as a receptionist

- I was able to improve my translation ability

In the first week, I went to the King Garden Hotel & Wedding Covention

and greeted supervisor This was the first time in my life I have worked in a hotel

like that I felt so confused when coming but the staffs were very enthusiastic,

friendly and helpful They gave me an opportunity to make acquaintance with the

director and the staff They gave me a hand and teaching me many things that I

felt understandable and comfortable to work with them The first week as well as

the first experience that bring me a new chance to improve my communication

skills and widen my knowledge

THE SECOND WEEK

(22/01/2024 – 28/01/2024)

I went to KING GARDEN HOTEL & WEDDING COVENTION 3 days per week

Working time: Tuesday, Thursday and Saturday from 1 p.m to 5 p.m

January 23

- Learning how to use management software to do things like booking a room, check in, and check out

- I learned how to use the computer software for work

- I knew how guests were supposed to check in and out

- I developed a few new abilities and discovered how

to interact politely with visitors

In the second week of working at King Garden Hotel & Wedding Covention, I felt

more comfortable than the first week In this week, I learned many different things that

make me feel interesting and learnable On the first day of the second week, I learned

how to use management software such as booking the room, checking in and checking

out On the second day of the second week, I learned how to do check-in and check-out

procedures quickly for guests I felt more confident after having a few brief talks with

visitors and foreign guests On the last day of the second week, I contacted with the

guests and introducing for them about the services I gained a lot of experience from

this, which was novel for me

THE THIRD WEEK

(29/01/2024 – 04/02/2024)

I went to KING GARDEN HOTEL & WEDDING COVENTION 3 days per week

Working time: Monday, Tuesday, Wednesday from 8 a.m to 1 p.m

- Checking room availability and giving the keys to guests.

- Searching for information and delivering it to guests

- I learned how to interact more closely with guests

- Introducing tours around the city (Ba

Na Hill, Linh Ung Pagoda )

- Introducing about local and international tourism

- I knew the perfectway to recommend productsand services for the

satisfaction of guests

- I understood the psychology and needs of customers

Wednesday

January 31

- Learning how to communicate withand assist visitors regarding

reservations via email or the website

- Learning about booking online:

In my third week at the Kings Garden Hotel and Wedding Conference, I gained

even more experience Even though I'm still doing the same thing this week and have

some experience, I think I need to work harder I already know how to handle

complaints from unwanted guests I also had the opportunity to try and translate

customer bookings and inquiries It helped me improve my translation and

communication skills I am also very grateful to the hotel manager for his enthusiastic

guidance, which helped me understand the job and do a better job next week

THE FOURTH WEEK

(19/02/2024 – 25/02/2024)

I went to KING GARDEN HOTEL & WEDDING COVENTION 3 days per week

Working time: Monday, Tuesday, Wednesday from 1 p.m to 5p.m

- Exploring the foundations of therestaurant industry, learning aboutinventory control, food preparationtechniques, and the significance ofpreserving a welcoming environment

- I learned the fundamentals

of customer service procedures

- I cultivated knowledge of the foundations of the restaurantindustry

- I had better understandingabout inventory control

- I enhanced proficiency in customer service through practical application

- I developed solving skills in addressing restaurant-related challenges

problem I improved coordination and teamwork within the

- Honing our skills in napkin folding, exploring various techniques to create aesthetically pleasing

presentations, such as floral or shaped designs

In my fourth week at the Kings Garden Hotel and Wedding Conference, I

gained priceless abilities and information that have improved my comprehension

of restaurant management and customer service while also broadening my

perspective of the complexities involved in providing outstanding dining

experiences Every day brought new difficulties and possibilities for learning,

from perfecting table settings to polishing problem-solving skills in real-time

circumstances My ability to apply theoretical knowledge to real-world

circumstances was made possible by the internship's hands-on approach, which

promoted both professional and personal growth In addition, the encouraging

atmosphere made team members feel closer to one another and emphasized the

value of cooperation and clear communication in reaching shared objectives I

am excited to use my newly acquired self-assurance and expertise in restaurant

serving techniques in my future undertakings

THE FIFTH WEEK

(26/02/2024 – 03/03/2024)

I went to KING GARDEN HOTEL & WEDDING COVENTION 3 days per week

Working time: Monday, Tuesday, Wednesday from 8 a.m to 1 p.m.

Monday

February 26

- Welcoming guests to the hotel

- Doing check-out for guests

- Dealing with complaints of guests

- Finding information and giving it to guests

- I improved guest communication by being more open and welcoming, and enhanced my experience

- I sharpened solving skills by efficiently addressing guest complaints

problem-and inquiries

Tuesday

February 27

- Answering phone calls

- Doing check in for guests, photocopying their passports and

ID cards

- Learning how to rearrange office

- I efficiently handled phone calls, assisted with guestcheck-ins, and gained valuable insights into office

reorganization

February 28

- Welcoming guests and doing check-in procedures for guests

- Handling customer’s requests

- Dealing with booking for guests by phone, email

- I reviewed my English knowledge

- I improved my control and observation skills

In my fifth week at the Kings Garden Hotel and Wedding Conference, I almost

got used to my work I managed multiple tasks and responsibilities, contributing to the

overall efficiency and success of the hotel's reception operations I gained valuable

experience and knowledge, positioning myself for continued growth in my role as a

receptionist Besides, I had to introduce products and services of the hotel as well as

selling them I feel so happy and excited because I can apply the lessons that I learned at

university to my work as well as to improve my knowledge

THE SIXTH WEEK

(04/03/2024 – 10/03/2024)

I went to KING GARDEN HOTEL & WEDDING COVENTION 3 days per week

Working time: Monday, Tuesday, Wednesday from 8 a.m to 1 p.m.

Monday

March 04

- Translating paperwork related

to the Wedding Convention and KingGarden Hotel

- I gained my specialized words in translating

- I learned how to examine the context in sentence and limit

translating word by word

situations and effectively communicating with customers over the phone

In my last week at the Kings Garden Hotel and Wedding Conference, I completed

the internship program, equipped with new skills and knowledge that will serve me well

in my future endeavors I contributed to the smooth functioning of the hotel and

convention center while gaining valuable practical experience in the hospitality

industry I feel so sad when I have to leave this place Six weeks isn’t short but also

isn’t long and it’s enough time to have some new friends in King Garden Hotel and

Wedding Conference