In addition, I would like to thank Victoria Nui Sam Lodge for enabling me to study and work in a professional working environment at the hotel so that I can apply my learned knowledge an
Accommodation
VNS features a collection of 40 bungalows designed in a minimalist and modern style that harmonizes with the surrounding nature Rather than opulent amenities, Victoria Nui Sam captivates visitors with its natural rustic charm Each room showcases a subtle design with high ceilings, tile floors, and warm red-toned wooden furniture Notably, every room includes French-style doors that open to a private 12-square-meter balcony, offering stunning views of the picturesque valley below The bungalow architecture is categorized into three distinct room types, enhancing the overall guest experience.
Victoria Superior Bungalows offer spacious 28 m² accommodations beautifully designed in a rustic country style Each bungalow features French doors that open to a private 12 m² terrace, providing breathtaking views With a total of 22 superior rooms available, guests can enjoy a tranquil and picturesque stay.
+ 01 double bed 1m8 or 02 single beds 0.9m
Victoria Deluxe Bungalows offer a generous 38m² of space, showcasing a vibrant jewel tone color scheme and lofty ceilings Each bungalow opens to a private 20m² terrace that provides stunning views of the valley below There are a total of 10 rooms, all oriented towards the picturesque fields.
+ 01 double bed 1m8 or 02 single beds 0.9m
Victoria Family Bungalows offer spacious 42m² accommodations in semi-detached villas, each featuring a private balcony with stunning views of the surrounding plains With connecting rooms available, families can enjoy exclusive access to an entire villa, complete with its own garden area In total, there are eight family rooms designed for comfort and privacy.
+ 01 double bed 1m8 and 01 single bed 0.9m or: 03 single beds 0.9m + Air-conditioning
Table 1 Room rate of Victoria Nui Sam Lodge
Extra bed (children) 407.000 17 Picture 4 Family room
All rooms are equipped with facilities such as:
Slippers Wi-Fi in Room Balcony
Hairdryer Shower Fridge Safe vault International Phone
Food and Bever age
L a Giang r estaur ant
La Giang Restaurant, located within the hotel, offers a diverse menu of European and Asian cuisine, with a special emphasis on traditional Vietnamese breakfast options The restaurant features a spacious indoor area with large glass windows, providing stunning 180-degree views of the surrounding fields Guests can also enjoy their meals on the terrace or in the nearby gazebo, which offers panoramic 360-degree vistas With a capacity to accommodate up to 80 diners, La Giang Restaurant is an ideal venue for family gatherings, full moon celebrations, and corporate parties.
- Breakfast: from 6:30 - 10:00 (breakfast at the restaurant, not buffet)
- Lunch: from 10:30 14:00 (order the last dish at 13:45)
- Dinner: from 18:00 - 22:00 (last order at 21:30).
Sky pool bar
Picture 7 Sky pool bar Picture 6 Gazebo
The hotel features a captivating Poolside Bar that offers a selection of refreshing drinks, including fresh juices and cocktails, alongside a variety of snacks Guests can enjoy these delights while lounging by the infinity pool, with comfortable seating that allows them to take in the stunning field scenery on the horizon.
- Capacity: 20 guests (indoor and outdoor)
Hotel Ser vices and Facilities
Pool
Nestled in the mountainside of VNS, the infinity pool stands out as one of the most stunning pools in Vietnam, offering breathtaking 360-degree panoramic views of the surrounding valley fields This serene location is perfect for practicing yoga or simply unwinding in a tranquil setting.
M eeting r oom
The space accommodating 70 people with beautiful natural scenery makes it an ideal venue for conferences, business meetings
Wedding shooting
The Victoria Nui Sam Hotel offers a stunning backdrop for wedding photography, combining breathtaking natural landscapes with charming rustic architecture This unique setting creates a luxurious and romantic atmosphere, perfect for couples looking to capture their special moments.
PART B I NTERNSHI P ACTI VI TI ES
I The inter nship at the Fr ont Office Depar tment
Objective: learn the rules, requirements, and working process at FO
Dress and working time regulations
The process of cleaning the work area
The process of receiving calls and consulting guests
The process of preparing the reserved room
Check out process complaint handling process.
Dr ess and wor king time r egulations
All hotel staff are required to follow a strict dress code, particularly in the front office department where customer interaction is key Staff must maintain a polished appearance, ensuring hair is tidy, hands are clean, and nails are kept short Male employees should wear a shirt with trousers and shoes, while female staff are to wear an "Ao Dai" paired with high-heeled shoes no taller than 5cm Additionally, all staff must display name tags that include their name and title, in accordance with hotel regulations.
Receptionists and interns at the front desk are required to adhere to their scheduled work hours, arriving 10-15 minutes early to prepare for their shifts Each shift includes a meal break of 30-35 minutes, with time off varying based on job responsibilities It is essential to complete all shift assignments for the next staff member; any unfinished work must be addressed before leaving I will only return home once all tasks are completed.
Table 2 The shift work at Front Office Department
The pr ocess of cleaning the wor k ar ea
At the beginning of my shift, my primary responsibility is to clean and disinfect the work area This involves clearing the office, reception, and pick-up area furniture, followed by wiping surfaces with an antiseptic solution I ensure that tables and chairs are neatly arranged and that the desk remains organized, with tools and documents placed correctly Maintaining a clean and tidy work environment is essential to my role.
The pr ocess of r eceiving calls and consulting guests
Before the guests come to the front desk, I have to stand up and check my clothes and desk; Welcoming guests with a slight smile with the saying
When answering calls, it's essential to maintain a positive attitude and a soft tone, greeting callers with, "Hello, this is Victoria Nui Sam Lodge! May I help you?" If a guest wishes to make a reservation, I will promptly inform and transfer the request to the reservationist for further assistance.
The pr ocess of pr epar ing the r eser ved r oom
The night auditor prepares reservations for the M shift, compiling essential details such as guest names, phone numbers, room numbers, guest counts, and notes for VIPs or repeat VIPs During the morning shift, the staff arranges the rooms based on the night shift's reservations They then print the check-in form or rooming list for groups of three or more rooms, including hotel coupons offering a 10% discount on meals for VIP and repeat VIP guests, and place these documents with the room keys in designated covers according to room numbers.
Check-in pr ocess
During the A shift, prior to check-in at 14:00, I review the booking information Upon the guest's arrival, I offer a welcome drink from the restaurant and verify their identity by collecting their name and the last three digits of their phone number After confirming their details, I request the guest's passport or ID card for check-in and inform the porter to assist with their luggage I then introduce the hotel's amenities, including the swimming pool and breakfast options, which are served as a buffet from 6:30 to 10:00 for groups larger than 15, or à la carte for smaller groups After completing the check-in process, I return the guest's identification.
ID and passport to the guest and ask the staff to lead the guest to the room that is the last step of the check-in process.
Check out pr ocess
Check-out time is set for before noon (12:00 PM), and if guests fail to check out on time, I must call their room to remind them Upon their arrival at the check-out reception, I notify the room staff to inspect the room while inviting the guest to sit down for the check-out process My instructor oversees the completion of the check-out procedure, and once the guest has officially checked out, I mark the check-out table to finalize the process.
Customer s complaint handling pr ocess
When addressing a guest complaint, my first step is to offer a sincere apology I then consult with the instructor for guidance on resolving the issue Following this, I contact maintenance or room staff to investigate and rectify the problem Finally, I confirm the proposed solution with the guest to ensure their satisfaction.
Example: During my internship at the reception, I received a call from a guest complaining about room lighting
Upon receiving a phone call from the living room, I check the displayed room number and answer, "This is the front desk, may I help you?" If a guest reports an issue, such as broken lights in room 151, I promptly apologize for the inconvenience and contact maintenance to address the problem After ensuring the issue is resolved, I follow up with the guest in room 151 to confirm that everything is now satisfactory.
During the process of solving the problem, there is always an instructor supervising and supporting
I I The inter nship pr ocess at L a Giang r estaur ant
My internship at La Giang restaurant is three weeks I have learned the skills and procedures of serving and communicating with guests
Procedures for preserving eating utensils
The process of serving welcome drink
Process of receiving the order and serving customers
The process of setting up the table
Male staff members transport napkins from the laundry room and kitchen utensils to the restaurant warehouse I then sort and dry the utensils, organizing them in the cupboard by type While arranging napkins into shapes like pine trees or boats, I place them in their designated area for napkins.
Upon receiving the welcome drink order for guests, I promptly prepare and serve the beverages in the lobby area Once the guests have departed from the reception, I return to collect the glasses, ensuring they are taken back to the restaurant for washing and stored in the fridge.
The food service process is crucial in a restaurant, and my internship at La Giang restaurant allowed me to learn and practice this firsthand Upon guests' arrival, I welcomed them and guided them to their seats, then presented the menu for food and drinks After taking their orders on the captain order, I relayed them to the barista and cashier Once the dishes and drinks were prepared, I served them to the guests Additionally, consulting guests about the restaurant's specialties, crafted by the talented barista and chef, was an essential part of my role I also provided information about the hotel and nearby attractions when requested, enhancing the overall dining experience.
When preparing for guests, I set the table according to the number of diners, ensuring that all necessary utensils are included, such as cups, plates, and appropriate cutlery for Asian or European meals Each table features a flowerpot and adheres to the restaurant's standards Additionally, in the R&B department, we manage meeting room arrangements based on guest requirements After a room is rented, we ensure it is set up in a U shape with mineral water and glasses provided Furthermore, I coordinate with maintenance to inspect audio-visual equipment, ensuring everything is functional Meeting rooms must be reserved one or two days in advance, and tea breaks can be arranged upon request.
I I I The exper ience of one week at Housekeeping depar tment
During my one-week internship in the housekeeping area, I learned and performed the basic tasks that a room employee must do every day
Picture 12 Dining table for family
The process of cleaning the hotel premises
Procedures for cleaning old rooms and preparing new ones
Staff and interns will work in two shifts: the morning shift from 7:00 to 15:00, with one or two days off during the week, and the afternoon shift from 14:00 to 22:00, where only one employee will be present The uniform for the room department differs from other areas, with all staff and interns required to wear T-shirts, black trousers, and low-heeled shoes for comfort while navigating multiple steps It is essential for all employees to maintain neat and clean hair and clothing.
At the HK hotel, my shift begins with cleaning the premises, which includes the reception area, restaurant floors, guest and staff toilets, hallways, and the front balcony Each day, I meticulously sweep and clean these areas Afterward, I assist my instructor in preparing guest rooms for new arrivals by cleaning the floors and balconies, as well as sanitizing surfaces like tables, chairs, phones, televisions, and mirrors Once the room is cleaned, I arrange the furniture and amenities, ensuring items such as the phone, remote control, minibar supplies, and fresh towels are correctly placed in the bathroom.
During my two days of experience in the laundry room, I learned the essential laundry processes for both guests' clothing and linens For guest laundry, I wash items in a small washing machine, followed by drying them in a small dryer, after which I iron and neatly arrange the clothes before delivering them to the guest room In contrast, sheets and towels are laundered in a large washing machine using specialized detergent, dried at 60 to 70 degrees for 45 minutes, and then stored on shelves for future use Additionally, napkins from the restaurant undergo a similar washing process, but are dried at lower temperatures for 30 minutes before being folded and stored in a cupboard.
I V The exper ience of one week at the kitchen
I have had valuable experience one week at the kitchen of Victoria Nui Sam Lodge In the kitchen, I had worthwhile experiences during the week of work
Rules of time and dress
Procedures for cleaning eating utensils
The kitchen operates with two shifts: the M shift from 5:30 AM to 2:00 PM and the A shift from 5:30 PM to 10:00 PM, with employees alternating between morning and afternoon schedules Trainees have a fixed schedule from 6:00 AM to 2:00 PM Strict adherence to hygiene regulations is mandatory, as the kitchen is an integral part of the hotel All staff are required to wear the hotel's designated chef outfits, including chef hats, while I specifically wear the hotel's chef T-shirts and hats Additionally, all kitchen personnel must maintain cleanliness by keeping their hands clean and nails trimmed.
In the kitchen, I assist the chef in preparing breakfast for hotel guests, which involves learning to prepare food for the next day My tasks include cutting vegetables such as carrots, onions, and cucumbers in the vegetable room To maintain freshness and hygiene, we follow strict food preservation procedures, including sealing prepared ingredients in food wrap and storing them at a temperature of 8 to 10 degrees In addition, we wash and sort food before storing it, and freeze meat at minus 8 degrees to ensure optimal quality.
The kitchen has a washing room to wash the restaurant's dining utensils Here,
I learned the proper technique for washing utensils from a kitchen instructor First, I sort the items before rinsing glasses with warm water I then clean them with dishwashing liquid and rinse thoroughly with water at approximately 40 degrees before storing them on a shelf For eating utensils, I rinse them with hot water before washing Finally, I place them in the dishwasher, where they are cleaned with hot water for about five minutes before being stored on the shelf.
Advantage, disadvantage, cause and solution dur ing pr actice cour se.24 1 Advantage
Disadvantage
During the initial days of my internship, I struggled to adapt to the fast-paced work environment and faced challenges in understanding foreign guests due to their diverse accents Additionally, the limited opportunities for communication with international visitors, largely influenced by the ongoing Coronavirus pandemic, further hindered my ability to improve my listening skills.
Cause and solution
One significant challenge I face is my lack of practical work experience, which makes the transition from school to a professional environment more daunting Additionally, I struggle with communication, particularly with guests, due to limited opportunities to interact with foreigners Despite encountering various difficulties during my internship, I managed to overcome them by seeking advice from my instructor and observing their work closely I dedicated time to reading hospitality industry literature and practicing challenging pronunciations at home to address my weaknesses effectively.
4 The exper ience lear ned fr om the inter nship cour se
During my internship in the hospitality industry, I gained valuable insights and experience in a professional work environment I developed essential communication and service skills while enhancing my soft skills, including teamwork, time management, and problem-solving abilities.
PART C CONCL USI ON AND SUGGESTI ON FOR PRACTI CE
In part C, the conclusion is given in part I, and part II mentions some recommendations for AGU and internship course
My internship in the restaurant and hotel industry was a valuable experience, despite the challenges I faced Although two months was insufficient to fully grasp the complexities of employee life in this sector, it allowed me to adapt and navigate initial difficulties Tasks such as serving, room cleaning, and receptionist duties were demanding, requiring new skills and knowledge while managing work-related stress This experience helped me identify my strengths and weaknesses, fostering personal growth The memorable moments and lessons learned significantly contributed to my maturity, equipping me with essential practical knowledge, teamwork skills, and the ability to assess situations effectively While I recognize that more challenges lie ahead, I am confident that the insights gained during this internship will empower me to face future obstacles and achieve success.
Suggestions for inter nship company
Victoria Nui Sam Lodge provides an excellent environment for students to enhance their practical skills To ensure a successful internship experience, the hotel should facilitate opportunities for students to showcase their abilities and engage directly with guests, which would significantly improve their communication skills, particularly in English Additionally, it is essential for the hotel to consider the trainees' schedules and arrange suitable timings that allow them to fulfill their responsibilities at the hotel while also completing their internship reports.
Suggestion for An Giang Univer sity, Faculty of For eign L anguages
L anguages and the Depar tment of English L inguistics
Tr anslation and I nter pr etation
Most major English students choosing to intern in the hospitality industry, but they do not have much knowledge and experience I have improve the internship course
- Open more courses related to the hospitality industry more so that students have chances to learn specialized knowledge
- Provide more materials about the internship course to help students have information and complete the internship well.
Suggestion for English maj or ed students
To have a successful internship, students need to learn and prepare before the internship
Before beginning an internship, students should enhance their knowledge in their chosen field and familiarize themselves with the internship facilities Additionally, developing essential soft skills is crucial for adapting to professional work environments effectively.
AN OASIS OF THE TRANQUILITY (n.d) Retrieved May 2, 2021 from https://www.victoriahotels.asia/vi/hotels-resorts/nuisam
General English vocabulary for dining out in restaurants Ordering Food in a Restaurant (n.d) Retrieved May 2, 2021 from http://languagelearningbase.com/87845/general-english-vocabulary-restaurants- ordering-restaurant
Victoria Nui Sam Lodge (n.d) Retrieved May 2, 2021 from https://khachsan.chudu24.com/ks.2442.khach-san-victoria-nui-sam-lodge
May 2, 2021 from https://blog.ivivu.com/2015/06/victoria-nui-sam-lodge-thien- duong-nghi-duong-cua-du-lich-an-giang