Báo cáo thực tập tốt nghiệp: Reception specialist skills and knowledge at Sunset Beach Resort & Spa

NGUYEN HOANG THU XUAN DH18TA 6 Figure 1: Sunset Beach Resort & Spa... NGUYEN HOANG THU XUAN DH18TA 7 RESORT ORGANIZATION CHART President General Manager Deputy Manager Front Office FO Ma

Accommodation

Sunset Beach Resort & Spa offers 117 elegantly designed guest rooms that meet international 4-star standards, ensuring maximum relaxation for all visitors With six distinct room categories available, the resort caters to the diverse needs of every traveler.

Deluxe rooms, spanning 32-34 m², offer a choice of one King bed or two single beds, complemented by elegant furnishings and a private balcony Each room includes a modern standing shower in the bathroom, along with luxury amenities and high-quality towels for a comfortable stay.

The Deluxe Room at Sunset Beach Resort & Spa offers a standard of comfort with its elegant and modern design, featuring sea view windows that cater to all visitor needs.

Experience ultimate relaxation in our Deluxe Ocean View rooms, featuring modern and sophisticated decor complemented by expansive windows that offer breathtaking views of the ocean, mountains, palm tree farms, and stunning sunsets.

NGUYEN HOANG THU XUAN DH18TA 9

Number of rooms: 37 Room Area: 32m2 King bed / Twin bed

Experience the comfort of our Deluxe King rooms, spanning 32m2 and featuring a spacious King bed, stylish furnishings, and a private balcony Each room includes a modern standing shower, luxurious amenities, and premium towels for an indulgent stay.

Number of rooms: 49 Room Area: 32-44m2 King bed / Twin bed

Experience the luxury of our Deluxe Ocean rooms, ranging from 32-44m2, featuring a choice of one King bed or two single beds Each room is tastefully furnished and includes a private balcony with stunning views of the ocean, mountains, palm tree farms, or breathtaking sunsets The modern bathrooms are equipped with standing showers, premium amenities, and high-quality towels for your comfort.

Each Sunset Premium Ocean Panorama room spans 36m2 and features a private balcony, creating a stylish and inviting indoor space This ambiance fosters a relaxing and romantic atmosphere, making it an ideal retreat for couples seeking romance at Pearl Island The luxurious bathtub, offering breathtaking ocean views, serves as the perfect spot to unwind and enjoy the scenery.

NGUYEN HOANG THU XUAN DH18TA 12 for enjoying the magical sunset in Phu Quoc island The bathrooms feature a modern standing shower, luxury amenities, and high-quality towels

Number of rooms: 4 Room Area: 56m2 King bed

Bathtub overlooks the sea Large balcony

Grand Suite Ocean Panorama rooms are designed with Sunset Beach Resort

& Spa signature curves, furnished with modern and luxurious large beds , restful bathtubs, all of which will help our guests at ease to enjoy the charming and poetic

Nguyen Hoang Thu Xuan from DH18TA 13 highlights the breathtaking beauty of Phu Quoc Island, showcasing its stunning natural landscapes, pristine coastline, and impressive skyline Just a few steps from the ocean, guests can immerse themselves in the soothing sounds of the waves, creating a closer connection to nature.

Number of rooms: 3 Room Area: 56m2

Family Deluxe room is designed specifically for family travelling with young children Approximately 56m2 with 2 separate rooms and 2 separate bathrooms,

Food and Bever age

Sunset Beach Resort & Spa offers various options for dining at Sunset Beach Bar & Restaurant with capacity of over 100 people by the beach line closet touch to the nature

2.1 Sunset Restaur ant- All day dining

Start your day with a delightful buffet breakfast at Sunset Buffet, located on the 1st floor of Block B, featuring a diverse menu crafted by professional chefs This venue also accommodates lunch, dinner, and special events upon request Guests can savor an array of exquisite local and Western specialties, as well as experience the culinary artistry of our Asian-European styled dishes, all served in a romantic atmosphere by our dedicated F&B team.

NGUYEN HOANG THU XUAN DH18TA 16 Figure 8:Sunset Beach Restaurant

Lunch and dinner: 11 am- 20 pm

Sunset Beach Bar, renowned as one of Phu Quoc's top beach bars, operates daily from 9 am to 1 am Located next to the stunning outdoor infinity pool, it offers breathtaking views of the sunset over the picturesque pearl island For years, it has been celebrated as one of the best spots to experience the enchanting dusk in Phu Quoc.

NGUYEN HOANG THU XUAN DH18TA 18 Figure 9: Sunset Beach Bar

Activities

Sunset Beach Resort & Spa collaborates with travel agencies to create tailored team-building activities that align with an organization’s culture and objectives These engaging experiences, including The Amazing Race, Chef King Challenge, Treasure Hunting, and Island Digging, are designed to enhance team coordination skills and leave lasting impressions on each participant.

M eeting r oom

Two modernly equipped meeting rooms can accommodate up to 60 guests, large windows with natural light, direct sea view, high-class furniture, monitors, and projectors

4.1 Resor t ser vices and facilities

Sunset Beach Resort & Spa, located on the stunning Phu Quoc Island, boasts breathtaking views and a prime geographical location, making it one of the island's top destinations The resort features modern facilities and services designed to cater to guest needs At Sunset Wellness, guests can unwind in a comfortable spa and gym complex that promotes relaxation and rejuvenation The luxurious Sunset Spa combines traditional therapy techniques with unique treatments to help guests release stress and revitalize their energy Additionally, the fitness room is equipped with state-of-the-art gym equipment, ensuring a wealth of amenities for guests to enjoy.

In addition, there are also two infinity pools in the resort One is outdoors next to the restaurant and one is on the second floor of Block A

NGUYEN HOANG THU XUAN DH18TA 20 Figure 10: The Fitness Room

NGUYEN HOANG THU XUAN DH18TA 21 Figure 11: Sunset Spa

NGUYEN HOANG THU XUAN DH18TA 22 Figure 12: Infinity Swimming Pool

PART B I NTERNSHI P ACTI VI TI ES

Traveling is a passion of mine, and I possess skills well-suited for the hotel and resort industry With my major in English Language, this internship presents a valuable opportunity to enhance my communication and soft skills During my eight-week internship in the Front Office Department, I gained invaluable experiences that I will describe in detail.

Initially, I started my career as a Receptionist in the Front Office Department, where my supervisor provided essential information about the resort and the receptionist's role on my first day It is crucial for a receptionist to possess extensive knowledge to effectively address guests' inquiries However, within a few days, I found myself overwhelmed by the various resort documents, including details about room types and the operating hours of the restaurant, spa, gym, and bar.

Adapting to my inconsistent work schedule proved to be quite challenging, as my shifts varied from morning to afternoon throughout the week.

M7 (Morning shift): From 7 am to 3 pm

A2 (Afternoon shift): From 2 pm to 10 pm

I I I NTERNSHI P ACTI VI TI ES

On my first day at the resort, I greeted everyone and gathered essential information about the facility My supervisor guided me throughout the day, providing instructions related to my job responsibilities.

Gr eeting guests

Upon arrival at the hotel lobby, I warmly greeted all customers checking in or out, as well as those seeking assistance, maintaining a friendly demeanor from a distance Each check-in guest was offered a refreshing welcome drink, with a variety of options including Lipton tea, watermelon juice, passion fruit juice, and lemon juice I made sure to establish eye contact and smile at guests from six meters away, ensuring they felt acknowledged and appreciated My goal was to create a positive atmosphere by consistently greeting guests whenever I encountered them, enhancing their overall experience with our staff.

Obtaining guest feedbacks

At the end of my shift, I would conduct courtesy calls to guests to gather feedback on their stay, ensuring that their comfort and service exceeded expectations These calls are scheduled between 8 PM and 9 PM, with a strict policy against making any calls after 9 PM.

Upon arrival, the receptionist warmly greets guests and inquires about their feedback regarding the room, facilities, and overall service, ensuring their satisfaction during their stay Additionally, the receptionist is available to provide further assistance to guests as needed.

Upon receiving feedback that requires improvement, it is essential to act promptly and follow up with the guest The receptionist should then coordinate with the bellman and other departments to ensure that the guest's requests are fully addressed.

After completing the job, Nguyen Hoang Thu Xuan from DH18TA 25 ensures that the guest is attended to It is essential for the receptionist to document any feedback and subsequent actions in the "Courtesy Call Log" sheet.

3 Pr epar e for the next day shift

To prepare for my afternoon shift, I completed essential tasks for the next working day, including writing vouchers for arriving guests Each guest would receive a beer voucher to use during their stay at the hotel Additionally, I labeled the keys with the corresponding room numbers for all guests arriving the following day.

In the workplace, it is essential to greet guests, colleagues, and superiors with respect Prioritizing customer satisfaction is crucial, as all staff members should embody a spirit of attentiveness and care, ensuring that guests feel valued and prioritized during their stay at the hotel Employees must always be available to assist, reinforcing a welcoming atmosphere that enhances the overall guest experience.

10 minutes at the workplace to hand over the new shift

Besides, employees must ensure that the uniforms, nameplates, hair tips, personal hygiene, and shoes comply with the hotel's regulations

In addition, after finishing work, turn off computers, air- conditioners, lights, and water when not in use; practice saving paper and taking safety seriously when using electricity, gas, fuel

As an English Language major, I possess strong communication skills that enable me to interact effectively with guests in English My part-time job as a waitress has further boosted my confidence in a customer service environment Additionally, I received invaluable guidance from my supervisor and colleagues in the Front Office Department, which helped me excel in my role as a receptionist The company also supports my internship by providing accommodation and transportation, making the experience even more rewarding.

Initially, I struggled to adapt to the workload and my working hours, as they were unfamiliar to me Additionally, my lack of knowledge in tourism, which is not my major, led to confusion with industry-specific terminology I also found it challenging to handle complaints and various situations independently, often relying on others for assistance.

I V EXPERI ENCES L EARNED FROM THE I NTERNSHI P

I think that I have gaineda lot of valuable knowledge and memorable experiences during my internsh ip in Sunset Beach Resort & Spa

At Sunset Beach Resort & Spa, I have numerous opportunities to practice English, as the guests are often foreigners from various countries This multicultural environment allows me to use English for communication, significantly improving my listening and speaking skills.

I learned essential soft skills that are crucial for effectively managing customer interactions and emotions Initially, I struggled with handling guest complaints, feeling uncertain about the best approach However, I have since gained the confidence to resolve various issues with guests successfully.

Thirdly, thanks to the activities there, I know how to communicate effectively with each other and become more confident when talking to everyone

I have developed the skills to be nimble, accurate, and efficient in my role as a receptionist It is essential for receptionists to be proactive and attentive, ensuring they listen to guests' needs and feedback By doing so, we can effectively find the best solutions to satisfy our guests and enhance their overall experience.

While I recognize that my current knowledge may not fully prepare me for my future career, the skills and invaluable experiences I have gained will undoubtedly serve as a strong foundation for my professional journey ahead.

PART C CONCL USI ON AND SUGGESTI ONS OF THE

My internship as a receptionist trainee at Sunset Beach Resort & Spa was an invaluable and memorable experience It provided me with the opportunity to apply what I learned in school to a real-world setting, allowing me to gain practical skills and experiences that I had never encountered before.

1 Suggestions for the I nter nship Company

The internship company plays a crucial role in a student's professional development by providing an environment that encourages the application of learned skills By facilitating smooth check-in and check-out processes, the company allows students to effectively inquire and implement their knowledge in real-world scenarios This hands-on experience not only broadens their understanding but also equips them with essential skills for their future careers.

2 Suggestions for For eign L anguage Faculty at An Giang Univer sity

The ideal time for internships is during the summer and before the Tet holiday, as it coincides with the peak travel season for Western foreigners, providing students with ample opportunities to practice their English communication skills and gain valuable practical experience.

REFERENCES Sunset beach resort & spa, from https://www.sunsetbeach.vn

Acknowledgement in Internship Report, from https://123doc.net/document/1372766-internship-report-in-english-major.htm

Wor kplace Cultur e

In the workplace, it is essential to greet guests, colleagues, and superiors with respect, as customer satisfaction is the top priority All staff members should embody a spirit of hospitality, ensuring that guests feel valued and well-cared for during their stay at the hotel Additionally, employees must be readily available to assist and address any needs that arise, reinforcing the commitment to exceptional service.

10 minutes at the workplace to hand over the new shift

Besides, employees must ensure that the uniforms, nameplates, hair tips, personal hygiene, and shoes comply with the hotel's regulations

In addition, after finishing work, turn off computers, air- conditioners, lights, and water when not in use; practice saving paper and taking safety seriously when using electricity, gas, fuel

Advantages

As an English Language major, I possess a solid foundation that enables me to communicate effectively with guests in English My part-time experience as a waitress has further boosted my confidence in the workplace Additionally, I have received invaluable guidance from my supervisor and the entire Front Office Department, which has helped me excel in my role as a receptionist The company has also provided essential support during my internship, including accommodation and transportation, making my experience even more rewarding.

Disadvantages

Initially, I struggled to adapt to the workload and my working hours, which were unfamiliar to me Additionally, since tourism is not my major, I often found myself confused by industry-specific terminology Moreover, I lack the flexibility needed to effectively manage complaints and challenging situations, so I tend to seek assistance from colleagues when needed.

I V EXPERI ENCES L EARNED FROM THE I NTERNSHI P

I think that I have gaineda lot of valuable knowledge and memorable experiences during my internsh ip in Sunset Beach Resort & Spa

At Sunset Beach Resort & Spa, I have numerous opportunities to practice English, as the guests are primarily foreigners from various countries This diverse environment allows me to use English as a common language, significantly improving my listening and speaking skills.

I learned essential soft skills that are crucial for managing customer interactions and controlling emotions Initially, I struggled with handling guest complaints, feeling unsure about how to assist them effectively However, I have since gained confidence and can now successfully resolve a variety of issues with guests.

Thirdly, thanks to the activities there, I know how to communicate effectively with each other and become more confident when talking to everyone

I have developed the skills to be nimble, accurate, and efficient in my role as a receptionist It's essential to be proactive in addressing guests' needs; whenever they require assistance or provide feedback, I actively listen and strive to find the best solutions to ensure their satisfaction.

While I recognize that my current knowledge may not fully prepare me for my future career, the valuable insights and memorable experiences I have gained will undoubtedly serve as a solid foundation for my professional journey ahead.

PART C CONCL USI ON AND SUGGESTI ONS OF THE

My internship as a receptionist trainee at Sunset Beach Resort & Spa was one of the most valuable and memorable experiences of my life It provided me with the opportunity to apply my classroom knowledge in a real-world setting and gain invaluable experience that I had not encountered before.

Suggestions for the I nter nship Company

The internship company plays a crucial role in a student's professional development by providing a supportive environment for check-in and check-out processes This allows students to apply their theoretical knowledge in a practical setting, thereby enhancing their understanding and gaining valuable experience essential for their future careers.

Suggestions for For eign L anguage Faculty at An Giang

During my internship, I discovered that summer and the period leading up to the Tet holiday are the most advantageous times for practical training This is when a majority of Western foreigners are present, providing students with increased opportunities to practice their English communication skills effectively.

REFERENCES Sunset beach resort & spa, from https://www.sunsetbeach.vn

Acknowledgement in Internship Report, from https://123doc.net/document/1372766-internship-report-in-english-major.htm

Tiêu đề	Reception Specialist Skills And Knowledge At Sunset Beach Resort & Spa
Tác giả	Nguyen Hoang Thu Xuan
Người hướng dẫn	Mrs. Bui Thi Thuy Trang
Trường học	An Giang University
Chuyên ngành	Foreign Language
Thể loại	Báo cáo thực tập
Năm xuất bản	2023
Thành phố	An Giang

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Số trang	32
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