Using english in communicating with foreigners in reception department at monaco hotel

In each hotel, the most important department is reception because it is the face of hotels.. Thus, I choose the topic: "Using English incommunicating with foreigners in Reception Departm

TABLE OF CONTENTS

To finish my internship successfully, I could not do it with my ability only Therefore, I would like to send my heartfelt thanks to people who helped me a lot during my practice time

First of all, I offer my sincerest gratitude to my supervisor, Mrs.Tran Thi Ngoc Hoa who supported me throughout my internship with her patience and knowledge concurrently Thanks to her help, I can finish this report better

Furthermore, I am also grateful to the teachers of Da Nang College of Economic and Planning, especially teachers of Faculty of Informatics and Foreign Languageswho educated me with their warm hearts during three years Thanks to their education, I am equipped with a lot of useful knowledge and skills which help me a lot during my practice time and in future job as well as in my life

Moreover, I would like to thank and send my deepest gratitude to manager and staffs in MonacoHotelwho supportedwith lots of working experiences to me, gave me the opportunity to practice Especially they created favorable conditions for me to work as a real staff

Finally, I would like to thank all members in my family for supporting me throughout all my studies at College They have been beside me, given me encouragement and created good conditions for me to fulfill my jobs during the practice term and do this report in the time manner

NGUYEN THI HONGVAN

CHAPER I : INTRODUCTION

I Rationale:

People said that “Study must be accompanied by practice” It is completely right since if we are good at theory but we can’t use it in reality, we can’t succeed in work Practice is the best way to apply what we have learnt in reality By practicing,

we can get acquainted with our future job and improve our skill

I studied at Da Nang College of Economics and Planning as an English student but I do not have enough time to practice and I only have a little opportunity to talk with foreigners Before I graduate from the college, I have a practice term for three months It is the best time for me to apply what I have learnt at the college into reality and have entail psychological and professional preparation for my future job And I can improve my English skill by working and communicating with foreigners

Nowadays, English has become one of the most important languages in the world It is the main language used on internet, tourism, business and many others fields And hotel business is one of business fields that English is used so much So we cannot deny the importance of language, especially English

Communication in the hotel is the first condition for success in this field Tourism serves not only for domestic tourist but also for foreign tourists in this modern period If staffs can communicate in English, they will bring more benefits for their hotel Thus, good using English is essential for receptionists in any hotels It is considered the important economic strategies for many different nations across the globe as well as Viet Nam

Accompanied - with tourism many kinds of hospitality exits Restaurants, hotels, resorts are springing up and ongoing developed In each hotel, the most important department is reception because it is the face of hotels So the receptionists have to be well-trained To be aware of the potential of hotel as well as the opportunities to communicate with foreign visitors, I have broadened my mind and have had the wide range of valuable experiences in probationary Thus, I choose the topic: "Using English incommunicating with foreigners in Reception Department at Monaco Hotel"

Although I tried my best, my knowledge and practical experiences are limited

So, this report could not avoid the errors I am looking forward to receiving advises from my supervisor and other teachers so that this report can be completed efficiently

II Aim of study

This report aimed at improving English communicating skills: such as listeningand speaking, especially, my pronunciation and communication as well as getting basic knowledge about Monaco Hotel

Therefore, the report helps the readers to understand about some effective ways to develop communicating skills in ReceptionDepartment at a hotel

III Scope

This report consists of information relating to the reception department of Monaco Hotel according to my observation during the internship and practicing English speaking skill at this hotel

This report also describes the real situations of using communication English at Reception Department

IV Methodology

In process of research this topic, I had to use some methods such as:

-Using the documents at MonacoHotel

-Observing during my training in this hotel

-Collecting information on internet

-Reading some books

"Communication in its most basic sense is transferring information from sender

to receiver" The various definitions of communication ( organizational, business, interpersonal and so forth) are just flavors of the basic definition of communication

CHAPER2: FINDING AND DISCUSSION 2.1.General information about Monaco Hotel

2.1.2.The establishment and development

Monaco Hotel was establishment in early June , 2011

It is designed according to standards equivalent to 3 stars, consisting of 11 floors with the number of 51 rooms, the modern equipment and full of convenient facilities Monaco Hotel is built with a total capital of 15 billion dongs

2.1.3 The organization structure of Monaco Hotel

DIRECTOR

VICE-DIRECTOR

MANAGER

SECURITY DEPARTMENT

ACCOUNTIN GDEPARTME NT

SALE DEPARTMENT

RECEPTION DEPARTMEN

2.1.4 Some services of Monaco Hotel

-Car parking lot

2.1.5 The accommoodation of Monaco Hotel

TYPE

NUMBER

OF ROOMS THIS TYPE

DOUBLE ROOM

7 750.000 VND

TVrefrigeratorbathtubShowerMini Bar (minibar)Free Breakfasttable

Satellite / CableScreen LCD / plasmaAir ConditioningBed type:one double bed

TWIN ROOM

35 850.000 VND

Balcony / TerraceTV

refrigeratorbathtubShowerMini Bar (minibar)Free Breakfasttable

Satellite / CableScreen LCD / plasmaAir ConditioningBed type:two single bed

DELUXE ROOM

7 950.000

VND

Balcony / TerraceTV

refrigeratorbathtubShowerMini Bar (minibar)Free Breakfasttable

Satellite / CableScreen LCD / plasmaAir Conditioning

VIP ROOM

2 1.500.000 VND

TV,refrigeratorShower,Free Breakfast, Iron

Table,fanSatellite / CableScreen LCD / plasmaAir Conditioning,Bed type:one double bed

2.2.General introduction about the reception department

Reception department connects between guests and the hotel's services,sell rooms for guest, makes check-in and check-out procedures, collects money from guests, provides information for guests, solves guest's complaints and takes part in marketing mission

2.2.3.Task

- Welcoming and guiding guests to do the hotel's reservation procedure

- Carrying out preparing the registration files for guests

- Defining all of guest's information

- Arranging the room for guests

- Defining the room price and the guest's payment method

- Having a throughout grasp of the hotel's products

- Carrying out the different service for guests such as: sending messages receiving mails

- Combining with the room department to update's the room situation

- Dealing and handling with guest's payment method

- Deceiving and delivering the shift exactly, having the solution timely to deal with the last shift's problems

- Taking notes the activity status in split shift to serve guest

2.3.My job description.

In the second stage, from 24 th of February to 15 th of March, I stood next to the reception desk, observed and took note what receptionists did After three observing weeks, I knew how to check in, check out, and deal with some problems The finally day of this stage I checked in for Mss.Lissa coming from England

In the third stage, from 16th of March to 16th of April, I worked as a real receptionist in Monaco Hotel In the stage, I felt that my English skill was improved a lot.And I also knew how to check in, check out for a lot of guests

 Check in procedures:

- Greet the guests

- Check the guests if they have a reservation or not

- Fill in the registration form

- Borrow the guests’ passports

- Introduce to the guests about breakfast, drink and other services of the resort

- Tell the room numbers, give keys and keys card for guests

- Introduce porters, say goodbye and wishes

 Check out procedures:

- Hand and receive the guests’ keys, key cards and say help them check out

- Check if the guests had paid a booking deposit or not

- Show the guests the mini-bar and any service in the resort and check it

- Prepare the bill

- Ask the guests to sign the bill

- Answer any question from the guests if they have any problems

- Say thanks, goodbye and wishes

 Solve complaints :

When there are complaints of customers, receptionist has to:

- Listen problems of them

- Find out main content and write down

- Express sympathy with them

- Apologize

- Thanks

- Explain necessary something to do and implement immediately

- Write down and report appropriate

- Monitor to ensure everything which is conducted

- Check customer satisfaction

Receptionist needs to keep claim, shows their understanding, no argument, apologizes, no put the blame for others, no promise anything beyond the powers with customers.

Spending two weeks to observe, from 03rd of February to 15th I learnt a lot of experiences of reception’s work The staff have enough experiences and abilities to do their work well They met standards about appearances, attitudes, professional qualification Here, receptionists are very friendly and helpful, they helped me a lot during the training term

Since the secondstage, from 24th of February to 15thof March I welcomed the guests, checked in, checked out and introduced the resort services for guests and deal with the problems of guests On the final day of the third week, I checked in for Mr Robert from Canada to room 503 from 28thof February to 3rdof March I also checked out for Mrs Maria room 102 and I also did the reception work On the following day

of the fourth week, I also did the reception work At 9a.m, I received the phone calling from Vietnam Airline and I connected them to Mr John Smith room 302 After the lunch time, Mrs Edition room 312 called and complaint about the air condition, it does not work I answered “I’m really sorry about that, I will call some one to repair it right now.” After two first weeks worked as a receptionist in Monaco Hotel, I noticed that my English speaking and listening skills were improved I felt confident when talking to foreigners

From 16th of March to 16th of April, I welcomed a group of seven come from Germany They stayed at Monaco Hotel for three nights, from 17th to 19th of March

On the following day, I also checked in, checked out for a lot of guests from many countries

At free time, I often got acquainted with foreign guests to improve my English skills I felt happy and confident while talking to them They were so kind and helpful

I asked the guests about their stay, breakfast and their thought about Vietnam Through that, I knew more about guests feeling and the culture of many countries in the world Thanks to that, I finished my work better at the final week I could check in, check out quickly and deal with the complaints of guests efficiently Furthermore, I applied what

I have learnt from the college and my English skills was improved When I met any

These above jobs gave me more awareness of receptionist work To work well as

a trainee, we had to consider ourselves as one of the staff in the hotel We had better think that we had a responsibility to finish all given tasks and the right benefit, the entire flexible atmosphere in the resort

Appendix

1. Check-in: for Mss Lissa from England and Mr.Robert from Canada

Conversation 1:

R: Hello, good morning.Welcome to Monaco Hotel

G: Good morning I' d like to make a reservation for the weekend

R: Yes sir, we have several rooms available for that particular weekend And what is the exact date of your arrival?

G: The 7thMarch

R:How long will you be staying?

G: I will be staying for two nights

R: How many people is the reservation for?

G: There are two of us

R: And would you like a room with twin beds or vip bed?

G: A vip bed, please

R: Great And would you prefer to have a room with a view of the Han river?G: If that type of room is available What is the rate for the room?

R: Your room is $ 150 per night Now what name will the reservation be listed under?

G: Lissa

R: And is there a phone number where you can be contacted?

G: Yes, my cell phone number is 555-37287

R: Now I will need your credit card information to reserve the room for you What type of card is it?

G:Visa The number is 698735341

R: Alright, Mss Lissa Check-in is at 2 o'clock If you have any other questions, please do not hesitate to call us

G: Thank you so much

R: I hope you a good trip

Conversation 2

R: Good afternoon How Can I help you?

G: Good afternoon I' d like to check-in please

R :Certainly May I have your name, and phone number please?

G:Mr Robert, my phone number is 28754466

R: Yes what kind of room doyouwant, Robert? A double room or single room?G: A double room, please

R: How long will you stay at our hotel?

G: 3 nights

R:The cost of a night is $ 101

G: Yes

R:What day are you coming in?

G: From 28th of February to 3rd of March

R: Yes The room number 503 It is on 5th floor You have great view from there

G:Thank Where can I get something to eat?

R: Our restaurant is located on 2rd floor

G: Thank you for your help

R: It is my pleasure Have a wonderful stay at Monaco Hotel

2. Check-out: for Mrs.Maria from American

Conversation

R: Good morning, sir Can I help you?

G: I‘d like to pay my bill now

R: Your name and room number, please?

G: Mrs Maria Room 102

R: Yes, Mrs Maria Have you used any hotel services this morning?

G: No, I haven’t

R: Fine This is your bill, Mrs Maria The total is $190

G: Can I pay by credit card?

R: Certainly May I have your card,please?

G: Here you are

R: Please sign your name here

G: Oh, yes Can I send my luggage here till the afternoon? I want to go and say good bye some my friends

R: Yes, we’ll keep it for you

G: Thank you I’ll be back by 4:00p.m

R: That’s fine Have a nice day!

3. Phone call

Conservation 1

R: Hello Monaco Hotel speaking May I help you?

G:Hello My name is Lam I am calling from Vietnam Airline Can I speak to Mr John Smith,please?

R: I am afraid Mr.John isn’t here today Can you leave your number, please I will ask him to call you latter

G: Hello.I am Mrs Edition who calls from 312 room

R: Hello Edition Can I help you?

G: I would like plain about your hotel

R: What problem, sir?

G: The air condition doesn’t work

R: I am realy sorry about that, I will call some one to repair it right now

G: Great! Hope you will repair soon for me

R: Certainly,sir Have a good day

4. Welcome a group

R: Good afternoon everyone How can I help you?

G:Good afternoon We would like to book some rooms in the hotel, please?R: Which day,sir?

G: From17th to 19th of March

R: How long do you plan to stay?

G: We will stay for three nights

R: What kind of room would you like?

G: double room How much is it?

R: It is $113,sir

R: Do you want to check-in now?