Experiences in communication in english with non native guests at hoang anh gia lai hotel

The Final Internship Report TABLE OF CONTENTS ACKNOWLEDGEMENTS ii CHAPTER I: INTRODUCTION 1.1 Rationale 1.2 Aim of study 1.3 Scope 1.4 Methodology .2 1.5 Theoretical background 1.5.1 Receptionist 1.5.1.1 Definition: 1.5.1.2 Understanding: .2 1.5.2 Communication 1.5.2.1 Definition: 1.5.2.2 Non-native pronunciations of English and communication with the non-native speakers English CHAPTER II: FINDING AND DISCUSSION 2.1 General introduction 2.1.1 General introduction about Hoang Anh Gia Lai Plaza Hotel Danang 2.1.2 General introduction about the reception department at HAGL hotel 2.2 My job description : 2.2.1 The first period – the period of observation 10 2.2.2 The second period - the period of access and practice 11 2.2.3 The third period - the period of practice 12 2.3 Evaluation and results .13 2.3.1 Evaluation 13 2.3.2 Results .14 CHAPTER III: CONCLUSION 17 3.1 Conclusion 17 3.2 Recommendations 17 3.2.1 To HAGL Plaza Hotel Danang 17 3.2.2 To the students 18 Student: Nguyen Khanh Van Page i Class: TATM - 12 The Final Internship Report ACKNOWLEDGEMENTS This report could not be completed without the help, encouragement, and support from a number of people who all deserve my sincerest gratitude and appreciation First, I would like to extend my sincere thanks to my supervisor, Ms Tran Thi Ngoc Hoa, who has given me much valuable advice and encouragement in the writing of this report Without her guidance, my research paper would still far from finished Second, I would like to thank all teachers at Department Of Informatics And Foreign Language for conveying knowledge to me during the past three years Special words of thank also go to Mr Amir, manager of HoangAnhGia Lai Hotel, for giving me opportunity to work as a receptionist at Hoang AnhGia Lai Hotel I also wish to thank to reception department of HoangAnhGia Lai hotel (HAGL hotel) and all officials and employees create to favorable conditions for me to complete this symposium Finally, I cannot fully express my gratitude to my family, my dear friends who always stay by my side to encourage me every time To accomplish this report, I’m grateful to all of you Student: Nguyen Khanh Van Page ii Class: TATM - 12 The Final Internship Report CHAPTER I: INTRODUCTION 1.1 Rationale Possessing many beautiful landscapes, mild climate, and friendly people, Vietnam has a potential development for tourism Danang recently has risen to be one of the top visited tourist destinations in the world In consequence, restaurants and the hotels in DN have the boost to develop and extend Popularly known for the quality of service, Hoang AnhGia Lai plaza is an international 5-star hotel, together with a convenient location, located at the central of Danang city, 1.5 km from the Danang international airport Therefore, the hotel welcome domestic and foreign tourists as a daily habit Based on that feature, HAGL hotel will provide many opportunities for anyone who wishes to practice and improve English skills in a professional working environment As a trainee of English for business major at Danang College of Economics and Planning, I decided to spend my internship working as a trainee receptionist at this hotel Working as a reception staff not only gave me experience for my future job but also helped me use English correctly I had a platform to contextualize what I learned after three years at school After my internship, I have finally come to a conclusion: the communication with native speakers was not very frequent Most of the visitors were from non-English predominant countries Thisresults in several difficulties which motivated me to carry out the research: “the limitations in skills of communication in English of foreign visitors at HAGL hotel” 1.2 Aim of study This report aims to describe what I learnt and obtained during internship time which is “Experiences in communication in English with non-native guests at Hoang AnhGia Lai Hotel” My goals were to materialize the knowledge learnt at school into real-life situations, withdraw lessons and make use of the internship to practice my communication skills with the non-native speakers Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report 1.3 Scope Due to the limit of time and scope, the research only focuses on pronunciation skills, communication skills, and situation solving skills in Reception department at HAGL hotel 1.4 Methodology To carry out this research, I spent most of the time observing real-life situations such as observing talks and interviews, recording dialogues or learning from other receptionists at the hotel In addition, I also search for relevant information to my research on the internet or from materials of the hotel 1.5 Theoretical background 1.5.1 Receptionist 1.5.1.1 Definition: Receptionist is considered “the face” or the image of the hotel Because the receptionist is the first and last person who represent the hotel to welcome, contact, exposure the guest, can cause good feelings or bad impression on the guest as they step foot in the hotel Receptionist plays a crucial role in promoting introducing for the hotels, attracting and retention the guest 1.5.1.2 Understanding: In this important position, the hotel reception staff always has to keep welcoming attitude, professional, polite and friendly to the guest Receptionists should be professional, with foreign language proficiency, good communication skills along with the cultural understanding – social and should have a good looking Every gesture, action of receptionists are affecting consumer decisions of guests To become a good receptionist, we must meet the following qualities First, a good receptionist must be confident in any situation There are many difference situations that a receptionist must face And in any situation, a receptionist need to confident to get a good deal Second, a receptionist should honest, truthful and trustworthy During working process, receptionist has Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report conditions exposed to money, private property of the guest, so honest qualities of a receptionist isextremely valuable Third, always cheerfully, beaming with guests.Having good communication style, attitude, and sincere hospitality.Respect and willing to help guests In all cases must follow the rule “guests is never wrong” http://www.globaledu.com.vn 1.5.2 Communication 1.5.2.1 Definition: Communication is the sharing of thoughts, feelings information with one or more people In communication, we often use words to express their thoughts and to exchange information with others But communication is not simply talk with someone which also involves a lot of other issues, such as how you say? You understand communicate with his audience like? How the two sides can understand and exchange information? How you communicate that to time results as you expect? 1.5.2.2 Non-native pronunciations of English and communication with the non-native speakers English a.Non-native pronunciations of English Non-native pronunciations of English result from the common linguistic phenomenon in which non-native users of any language tend to carry the intonation, phonological processes and pronunciation rules from their mother tongue into their English speech They may also create innovative pronunciations for English sounds not found in the speaker's first language.http://en.wikipedia.org/wiki/Non-native_pronunciations_of_English b.Communication with the non-native speakers English Not all non-native speakers have trouble communicating in English Many speak at a native level, but many not How to communicate with a non-native speaker: Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report Speak clearly and pronounce your words correctly Exaggerated pronunciations will not help your listener and may cause more confusion However, you may find that it helps to pronounce some words as the non-native speaker does This will be especially true if the proper pronunciation is very different from the non-native pronunciation Recognize that people wrongly think that turning up the volume somehow creates instant understanding Avoid this common mistake Yelling at the person doesn't make them understand (However, not speak too quietly) Do not cover or hide your mouth because listeners will want to watch you as you pronounce your words This helps them figure out what you are saying in many cases Avoid running words together (Do-yawanna eat-a-pizza?) One of the biggest challenges for listeners is knowing where one word ends and the next one begins Give them a small pause between words if they seem to be struggling When possible, opt for simple words instead of ones that are complex The more basic a word is, the better the chance is that it will be understood:"Big" is a better choice than "enormous" for example "Make" is a better choice than "manufacture” Avoid verb phrases that sound very similar to non-native English speaker "Look out" sounds very close to "look for" Both are similar to "look out for." Many times you can use another word in these cases (Example: look out = be careful, look for = search for, look out for = watch for) As much as possible, avoid using slang and colloquialism ('um ', 'like ','Yeah, totally.') They are likely to be unknown as well, especially if they are not easy to find in the dictionary Avoid using contractions or short forms Use long forms “Can’t” is one word you must use the long form with It is difficult for a non-native speaker to understand the difference between “can” and “can’t” in a sentence For example, Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report “I can’t take you on Friday” and “I can take you on Friday” Use the long form, “cannot” “I cannot take you on Friday” Be explicit: Say “Yes” or “No” Do not say: “Uh-huh” or “Uh-uh” Those words are not in grammar books! Be patient and smile The more relaxed you are, the more you are in control of your communication Do not give a busy lifestyle or a meeting agenda permission to control your speech Think as you speak and not speak as you think http://www.wikihow.com/Communicate-with-a-Non-Native-English-Speaker Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report CHAPTER II: FINDING AND DISCUSSION 2.1 General introduction 2.1.1 General introduction about Hoang AnhGia Lai Plaza Hotel Danang Name of company: The Branch of Hoang AnhGia Lai Joint-stock Company in Danang Name of transaction: HAGL Plaza Danang Slogan: “Solidarity is invincible power” Address: 01 Nguyen Van LinhStreet, Danang city Tel: (05113).2223344 Fax: (05113).2223355 Website: http://www.haglplazadanang.com HAGL Plaza Hotel Danang is a branch of Hoang AnhGia Lai joint-stock company which is located at Danang city It is the newest hotel in the chain of hotels and resorts of company This chain includes hotels and resorts: HAGL Resort QuyNhon HAGL Resort Dalat HAGL Hotel Pleiku HAGL Plaza Danang HAGL Plaza Hotel is also the famous hotel in Danang Its address is 01 Nguyen Van Linh Street – a central street which connects some main streets of Danang city It is also a hotel that receives a large number of tourists of Danang city HAGL Plaza Hotel Danang was invested by HAGL Joint Stock Company, directly managed and built with star standards It is located in the center heart of dynamic and full of vitality city, HAGL Plaza Hotel Danang has 188 comfortable rooms including Superior, Deluxe, Premier Deluxe and Executive Suite It was built from 2005 to July and come in operation on 2/9/2007 Within months in operation, the hotel served nearly 3000 visitors (hinhanh) The hotel specializes in some services such as: hotel, restaurant, sport activities (gymnasium, tennis ground, swimming pool…),personal care service Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report (massage, beauty salon), trading belongings, jewelry, souvenir, dance hall, karaoke… to meet the demand of both international tourists and domestic tourist who come to Danang city and stay at the hotel Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report b.The structure of the hotel: DIRECTOR GENERAL MANAGER TECHNOLOGY DEPARTMENT IT DEPARTMENT ENTERTAINMENT &SPA DEPARTMENT PROTECTION DEPARTMENT MARKETING DEPARTMENT COOKING DEPARTMENT HUMAN RESOURCES DEPARTMENT RESTAURANT DEPARTMENT ROOM DEPARTMENT RECEPTIONIST DEPARTMENT ACCOUNTING DEPARTMENT (Source: Human resources Department) : Direct relation : Function relation 2.1.2 General introduction about the reception department at HAGL hotel The structure: FRONT OFFICE MANAGER GUEST RELATIONS RECCEPTION Student: Nguyen Khanh Van BELL SERVICE & CONCIERGER Page DRIVER TEAM SOUVERIR SHOP & BUSINESS CENTER Class: TATM - 12 The Final Internship Report Reception Department consists of 22 members Head of reception is Mr Tang Thien Vu, Vietnam nationality This is the bridge part between the customer and the service in the hotel They are responsible for connecting to the correct part needed to meet requirements They get all calls to the hotel and make all procedures from check-in to check-out and answer all questions of guest about other services in the hotel Souvenir shop also belongs to front office This place sells souvenirs for guests and sign posts of the company In addition, this part also directly managers the operating bus at the hotel 2.2 My job description: I had opportunity to work as a receptionist at HAGL hotel I arrived to the hotel to work in the morning on Tuesday, Thursday,Saturday, from 7:30 am to 11:30 am My main woks were: - Welcoming guests and greeting them cheerfully - Taking and giving the guest’s room keys - Copying guest’s passport and identity card Student: Nguyen Khanh Van Page Class: TATM - 12 The Final Internship Report - Taking check-in, check-out process - Answering telephone calls, noting down specific information or recording as voice messages, transferring calls ensuring that no calls go unanswered - Solving some requests and complaints of guests - Introducing much information about different rooms and services of hotel to guests 2.2.1 The first period – the period ofobservation: weeks TIME Week January 20th,22th, and 24th - Week January 27th,29th, and 31th - Week February 3rd,5th, and 7th Student: Nguyen Khanh Van ACTIVITIES Meeting the manager of Human Resources department Be trained work habits in the professional environment Signing on the commitment document of hotel regulations in internship period Visiting all of floor and departments of HAGL Plaza Hotel Be introduced about types of service, rooms, and some necessary information Making acquaintance with staffs at front office department Reading document of hotel Standing and observing how to wok of receptionists Observing and taking note conversations - Observing the process of the check-in, check-out - Observing and taking note conversations - Learning by heart some sentences used to welcome guest - Learning how to make coupon of breakfast for guests - Doing some tiny work Page 10 Class: TATM - 12 The Final Internship Report 2.2.2 The second period - the period of access and practice: weeks TIME ACTIVITIES - Meeting the leader of front office department Week March 10th,12th, and 14th and receiving the role in the new period - Learning how to classify different types of room in HAGL Hotel - Trying to remember the price of different rooms Week March 17th,19th, and 21th - Learning how to arrange correct room key to the correct package - Making coupon of breakfast for guests - Learning the way receptionist chatting to guest Week March 24th,26th, and 28th - Listening how to the receptionists answer telephone calls - Observing the way receptionists fill information on computer - Studying how to use some software used in front office - Welcoming guest Week March 31th April 2nd, and 4th - Learning the way receptionist chatting to guest - Typing the list of guest check-in and checkout - Observing the process of check-in and checkout - Taking and giving the guest’s room key - Copying guest’s passport and identity card Student: Nguyen Khanh Van Page 11 Class: TATM - 12 The Final Internship Report 2.2.3 The third period - the period of practice: weeks TIME ACTIVITIES - Welcoming guest - Making check-in and check-out Week - Answering telephone call April 7th, 9th, and 11th - Taking and giving the room key - Solving some request and complaint of guest - Introducing much information about different rooms and service of hotel - Welcoming guest - Making check-in and check-out Week - Answering telephone call April 14th,16th,and 18th - Taking and giving the room key - Solving some request and complaint of guest - Introducing much information about different rooms and service of hotel - Helping the cashier to separate all types of payment - Welcoming guest - Making check-in and check-out Week3 - Answering telephone call April21th, 23th, and 25th - Helping the cashier to exchange currency for guests - Making some procedure to finish internship - Meeting staff, leader of front office department and managers of HAGL Plaza Hotel to give them a big thank you for enthusiastic helping in my internship time Student: Nguyen Khanh Van Page 12 Class: TATM - 12 The Final Internship Report 2.3 Evaluation and results 2.3.1 Evaluation a Advantages: The staff here is very friendly and helpful They are heartedly to tell me what to and give me the useful work experiences They always help when I get stuck in work In addition, the hotel where I practice regularly receive a large number of foreign guests so I can have a lot of chances to practice English Although the guests are not always friendly, but sometimes I also get very useful information when I meet an enthusiastically guests Theinformation is very good for my internship report b Disadvantages Besides the advantages mentioned above, I also meet many difficulties when I was working at HAGL hotel The first difficulty is that I have to speaking and listening English with non-native speakers International guests at hotels often are those that come from many different countries and not all of them are good at English such as Chinese, Japanese, Korean or French but when I was in school, I only listened to English in CDs spoken by voice of the native people Therefore, sometimes I cannot understand what the non-native guests pronounce English The second difficulty is that I was not confident when I talked with foreigners Speaking another language which is not your mother tongue will make you very confused and embarrassed, since then,you will not be able to maximize your language skills c The solution to overcome disadvantages In order to improve the above disadvantage, I realize that I need try to learn by heart all the new words to translate, listen and speak fluently, speak to myself at home, practice speaking skill with my friends, or attend courses on the internet Apart from this, I will try to practice listening skill through many English programs on TV, CDs, internet, etc… Furthermore, it seems to be useful Student: Nguyen Khanh Van Page 13 Class: TATM - 12 The Final Internship Report for me if I communicate bravely, volunteer to introduce to guests the information about the Hotel because this is the best way to practice speaking and listening with non-native speakers 2.3.2 Results Communicating with foreigners helped me improve my English skills and gain experience in talking and listening in English Most of what I used to communicate with guests is not too complicated, but I had a good chance to put the speaking and listening theory into practice and to learn more new words from guests In addition, Hoang AnhGia Lai plaza, an international 5-star hoteland known for the quality of services,welcomes foreign tourists whose mother tongue is not English like Germany, Spain, French, Chinese, Japanese, and Korean Therefore, I learned a lot of experience in talking and listening to nonnative speakers Not all non-native speakers have trouble communicating in English Many speak at a native level, many speak at a mid-level, but many at a weak level Basing on the characteristics of the above communication correspondents, I myself classify non-native guests into levels below:  Good level: English is not their mother tongue, but many non-native speakers are advance in English and their pronunciation is easy to listen to This level is common in European countries such as: Germany, Spain, Czech, etc  Intermediate level: At this level, speakers pronounce clearly and slowly They always use simple words in communication However, they are care-less about stress and grammar in sentences People from India, the Philippines, Singapore, Hong Kong are in this level  Weak level: the characteristics of this level are that speakers often use simple words incoherently to express their ideas They not have the ability to speak a complete sentence and they are also care-less about stress and grammar This level is common in Asian countries such as: China, Korea, Japan, etc Student: Nguyen Khanh Van Page 14 Class: TATM - 12 The Final Internship Report The table below illustrates some comparisons in speaking English between native guests and non-native guests which I observed and took note in my internship: Native Speaker Non-native Speaker “I would like to book a room in “I want to book room” your hotel” “What is the room rate?” “How much - price?” “My room number is 2315” “Room number 2315” “I would like to change some “Change money” cash” “Could you please call me a taxi?” “Call me taxi” “What time I need to check “What time – check out” out?” To communicate with the non-native guests effectively, this requires you to have a long period of practice During three months, I found some methods to communicate with the non-native guests effectively: Maximize the use of body language in the instructions and directions In case of unclear hearing, you should spell or notes to avoid mistakes Use simple and familiar words (use “continue” instead of “proceed to”) Use the simplest sentences possible to communicate with them and avoid long and complicated sentences You also need the comprehensible articulation, which is slow enough so that guests can understand Example: visitors usually ask us of the directions to some of the popular places in the city center Here are the two ways of giving directions to native and non-native guests Native guests: “ you are here at HAGL, go around the roundabout, and pass the first two right turns Turn right at the third, now you are going on Student: Nguyen Khanh Van Page 15 Class: TATM - 12 The Final Internship Report OngIchKhiem Street Proceed to go straight ahead When you meet a crossroad, look to the other side, you should see the Con Market” Non-native guests:“So you are standing at HAGL hotel, find the OngIchKhiemStreet, it is on the opposite side of our hotel Go straight ahead, see a crossroad, look ahead, you'll see Con Market in front of you” Besides the experience in communication, I also learned the work experience in reception: Understand clearly about the hotel Knowing more about basic information of hotel such as numbers of room, departments, the economic situation, etc Expanding relationships Approaching directly to front office department Collecting real knowledge, not in textbooks Making check-in, check-out procedures proficiently Solving situations quickly Introducing much information about different rooms and service of hotel to guest Student: Nguyen Khanh Van Page 16 Class: TATM - 12 The Final Internship Report CHAPTER III: CONCLUSION 3.1 Conclusion The Internship period helped me practice knowledge which I studied at college and consolidate other knowledge This was a good opportunity for me to gain experience in speaking and listening E nglish, and enrich my knowledge about the differences between British English and American English Furthermore, when I communicated with foreigners, I also got more new word and more knowledge about some culture in the world Working insuch professional environment like HAGL hotel also helped me improve my social skills It helped me get some real experience communicating with colleagues at work as well as in other daily social relationships, creating the friendly environment with everyone I realized that it was a chance for me to get used to the work of a receptionist is I also had more new friend and more new social relationships during the time work at HAGL hotel 3.2 Recommendations 3.2.1 To HAGL Plaza Hotel Danang - The hotel should create more chance for students to practice and work as trainee student to look for new talents - The manager of the hotel should create favorable conditions for the staffs so that they can visit the larger hotels or invite experienced experts from the famous hotels and foreign specialists in tourist industry - Hotel should focus on the salient features and take advantage of the location near the center to attract more visitors - Hotel ought to take measures marketing, promotion in low season, discount or promotion measures for activities In the absence customers, hotel should upgrade, repair facilities, additional auxiliary services, train human resource, improve service at hotel Student: Nguyen Khanh Van Page 17 Class: TATM - 12 The Final Internship Report 3.2.2 To the students Each student need to have working attitude seriously and positively We should learn the professional working style of staffs in the hotel.In the internship process, we should take-notes which is considered necessary to serve our studying and working in the future Furthermore,we should practice English skills as much as possible to improve our English Participating actively in extra curricular activities to improve communicative competence Student: Nguyen Khanh Van Page 18 Class: TATM - 12 The Final Internship Report THE HOTEL’S REMARK ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… Student: Nguyen Khanh Van Page 19 Class: TATM - 12 The Final Internship Report THE TEACHER’S REMARK ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… Student: Nguyen Khanh Van Page 20 Class: TATM - 12 [...]... experience in talking and listening to nonnative speakers Not all non- native speakers have trouble communicating in English Many speak at a native level, many speak at a mid-level, but many at a weak level Basing on the characteristics of the above communication correspondents, I myself classify non- native guests into 3 levels below:  Good level: English is not their mother tongue, but many non- native. .. Khanh Van Page 13 Class: TATM 1 - 12 The Final Internship Report for me if I communicate bravely, volunteer to introduce to guests the information about the Hotel because this is the best way to practice speaking and listening with non- native speakers 2.3.2 Results Communicating with foreigners helped me improve my English skills and gain experience in talking and listening in English Most of what... environment Signing on the commitment document of hotel regulations in internship period Visiting all of floor and departments of HAGL Plaza Hotel Be introduced about types of service, rooms, and some necessary information Making acquaintance with staffs at front office department Reading document of hotel Standing and observing how to wok of receptionists Observing and taking note conversations - Observing the... Welcoming guests and greeting them cheerfully - Taking and giving the guest’s room keys - Copying guest’s passport and identity card Student: Nguyen Khanh Van Page 9 Class: TATM 1 - 12 The Final Internship Report - Taking check -in, check-out process - Answering telephone calls, noting down specific information or recording as voice messages, transferring calls ensuring that no calls go unanswered - Solving... very good for my internship report b Disadvantages Besides the advantages mentioned above, I also meet many difficulties when I was working at HAGL hotel The first difficulty is that I have to speaking and listening English with non- native speakers International guests at hotels often are those that come from many different countries and not all of them are good at English such as Chinese, Japanese,... hotel - Welcoming guest - Making check -in and check-out Week 2 - Answering telephone call April 14th,16th,and 18th - Taking and giving the room key - Solving some request and complaint of guest - Introducing much information about different rooms and service of hotel - Helping the cashier to separate all types of payment - Welcoming guest - Making check -in and check-out Week3 - Answering telephone... what I used to communicate with guests is not too complicated, but I had a good chance to put the speaking and listening theory into practice and to learn more new words from guests In addition, Hoang AnhGia Lai plaza, an international 5-star hoteland known for the quality of services,welcomes foreign tourists whose mother tongue is not English like Germany, Spain, French, Chinese, Japanese, and Korean... English between native guests and non- native guests which I observed and took note in my internship: Native Speaker Non- native Speaker “I would like to book a room in “I want to book room” your hotel “What is the room rate?” “How much - price?” “My room number is 2315” “Room number 2315” “I would like to change some “Change money” cash” “Could you please call me a taxi?” “Call me taxi” “What time do I... Expanding relationships Approaching directly to front office department Collecting real knowledge, not in textbooks Making check -in, check-out procedures proficiently Solving situations quickly Introducing much information about different rooms and service of hotel to guest Student: Nguyen Khanh Van Page 16 Class: TATM 1 - 12 The Final Internship Report CHAPTER III: CONCLUSION 3.1 Conclusion The Internship... taxi” “What time do I need to check “What time – check out” out?” To communicate with the non- native guests effectively, this requires you to have a long period of practice During three months, I found some methods to communicate with the non- native guests effectively: Maximize the use of body language in the instructions and directions In case of unclear hearing, you should spell or notes to avoid ... language.http://en.wikipedia.org/wiki /Non- native_ pronunciations_of _English b .Communication with the non- native speakers English Not all non- native speakers have trouble communicating in English Many speak at a native level,... information? How you communicate that to time results as you expect? 1.5.2.2 Non- native pronunciations of English and communication with the non- native speakers English a .Non- native pronunciations... visitors at HAGL hotel 1.2 Aim of study This report aims to describe what I learnt and obtained during internship time which is Experiences in communication in English with non- native guests at Hoang