ENGLISH GRADUATION INTERNSHIP REPORT - THE RECEPTIONIST POSITION AT SUNSEA HOTEL Báo Cáo Thực Tập Tốt Nghiệp Bản Tiếng Anh Vị Trí Lễ Tân Tại Khách Sạn Sunsea

TABLE OF CONTENTSACKNOWLEDGEMENT…………………………………………………….2PART 1: GENERAL INFORMATION ON THE INTERNSHIP SITE:….3 1.1 General information on Sunsea hotel……………………………….4 1.2 Sunsea hotel Organization Chart………………………………………...5PART 2: DESCRIPTION OF STUDENT’S INTERNSHIP:…………..62.1……………………………………………………………………....62.2…………………………………………………………………….…7PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP….13PART 4: FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY…………………………….................................................144.1………………………………………………………………………154.2…………………………………………………………………........15SUPERVISOR’S COMMENT…………………………………………..17ACKNOWLEDGEMENTFirstly, I would like to thank Mrs. Le Thi Bach Tuyet who gave me the greatopportunity to complete my internship at SunSea Hotel.Secondly, I am very grateful to the staffs in Sunsea Hotel especially Ms. Nguyen Thi Hoa, the manager of the hotel, who spent time to share her valuable experience and gave me instructionson how to be a receptionist.Last but not least, I would like to express my gratitude to Mrs. Cao Ngo Thuy Duyen–my teacher of the Department of Foreign Languages of Duy Tan University for her instruction and helping me complete my mission during the internship.Student

TABLE OF CONTENTS

ACKNOWLEDGEMENT……….2

PART 1: GENERAL INFORMATION ON THE INTERNSHIP SITE:….3 1.1 General information on Sunsea hotel……….4

1.2 Sunsea hotel Organization Chart……… 5

PART 2: DESCRIPTION OF STUDENT’S INTERNSHIP:………… 6

2.1……… 6

2.2……….…7

PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP….13 PART 4: FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY……… 14

4.1………15

4.2……… 15

SUPERVISOR’S COMMENT……… 17

Firstly, I would like to thank Mrs Le Thi Bach Tuyet who gave me the greatopportunity to complete my internship at SunSea Hotel

Secondly, I am very grateful to the staffs in Sunsea Hotel especially Ms Nguyen Thi Hoa, the manager of the hotel, who spent time to share her valuable experience and gave me instructionson how to be a receptionist

Last but not least, I would like to express my gratitude to Mrs Cao Ngo Thuy Duyen–my teacher of the Department of Foreign Languages of Duy Tan University for her instruction and helping me complete my mission during the internship

Student

Thu Nhat Linh

Part I GENERAL INFORMATION ON THE INTERNSHIP SITE

1.1 General information on Sunsea hotel

Sunsea hotel is a three stars hotel located on Lam Hoanh Street, Phuoc My Ward, Son Tra District, Da Nang city

This building has 8 floors and 34 rooms designed in modern style are

suitable for travel, go on business, etc There are 5 types of room including:

 Deluxe Double Sea view

 Superior Triple

 Standard Twin

 Standard Double

 VIP Sea view double or twin

These rooms are equipped with hot and cold systems, cable TV, air

condition, television, direct dial telephone, refrigerator, etc Sunsea hotel also has a restaurant and a mini bar to response to customers' needs

It is near the international airport, near the train station of the city and the shopping center of Da Nang city,convenient for tourists who want to enjoy the sightseeing in night

From here, the tourists can easily visit some sights recognized world cultural heritage by UNESCO such as Hue, Hoi An Ancient Town, My Son Sanctuary Besides, Da Nang also has many attractive tourist destinations such

as Hai Van pass, Non Nuoc, Ba Na, Son Tra Peninsula and so on, where can give you unforgettable memories

Web site: sunseahoteldn.com.vn

Phone: (0511) 3941 111 / (0511) 3942 885

Fax: (0511) 3942 887

Email: sunseahotel@gmail.com

MANAGER

RECEPTION

1.2 Sunsea hotel Organization Chart

PART 2 DESCRIPTION OF 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

I went to the hotel three days a week

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

Monday

January 18

 Meeting manager, introducing the hotel

 Making acquaintance with staffs

Wednesday

January 20

 Learning about hotel regulations ( working time, uniform, regulations for staff in working time)

 Learning about receptionist

Friday

January 22

 Improving skills about receptionist

 Translating documents about booking rooms

This was the first time in my life I have worked in a big 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

THE SECOND WEEK

I went to the hotel three days a week

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

Tuesday

January 26

Working as receptionist:

 Working with some fastidious customers:

 changing rooms

 private requests

Thursday

January 28

 Working as receptionist:

+Learning about invoice :

 writing

 calculating data,

Saturday

January 30

 Working as receptionist : +Practicing about writing invoice

Receptionist is harder than I thought It’s so complicated I had so many things to learn and to do I’m not good at Math so that I have some difficulties in writing invoice

THE THIRD WEEK

I went to the hotel from Thursday to Saturday.

Working time: Thursday to Saturday from 8 a.m to 1 p.m

Thursday

February 18

Working as receptionist:

+Welcoming customers

+Taking the customers to look over the rooms

Friday

February 19

Working as receptionist:

+Helping customers to check in and check out

+Introducing tours around the city (Ba Na Hill, LinhUng Pagoda )

+Introducing about local and international tourism

Saturday

February 20

Working as receptionist:

+Learning about booking online:

 agoda.com

 booking.com +Translating customer's booking and requests

You must know how to welcome and greet guests Especially, smiling is very important It will give the customers good impression and you will be highly appreciated

THE FOURTH WEEK

I went to the hotel three days a week.

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

Monday

February 22

 Working in restaurant:

+ Learning how to serve customers

+ Learning about restaurant business

Wednesday

February 24

 Working in restaurant:

+ Serving customers

+ Helping to solve the problems in restaurant (food, time making food, beverage)

Friday

February 26

 Working in restaurant:

+ Learning how to arrange spoons, forks, knives… on the table

+ Learning how to fold napkin in common style (flower, shape…)

We all think that working in restaurant is simple but it is not Restaurant business requires finesse, carefulness and meticulousness to do detailed things such as: fold napkin, arrange everything (spoons, chopsticks, forks, glasses…)

on the table in a correct way, how to put the flowers beautifully in vase…

I went to the hotel three days a week Working time: Tuesday, Thursday, Saturday from 8 a.m to 1 p.m

Tuesday

March 1

 Learning more about welcoming guest when they come

to the hotel

Thursday

March 3

 Answering phone calls

 Checking in forguest,photocopying their passports and

ID cards

 Learning how to rearrange office

Saturday

March 5

 Booking room for guest through telephone

 Learning about arranging accommodation for customers

 Learning more about the additional services of the hotel

There are several ways to welcome guests, we must know the exact way

suitable with each customer to make them satisfied especially fastidious

customer Talking on phone is an art, not everyone can do it well It requires a soft voice and a professional skill

THE LAST WEEK

I went to the hotel three days a week

Dates Tasks at the department

Monday

March 7

 Translated documents which related to Sunsea Hotel

Wednesday

March 9

 Learning how to deal with difficult situations

 Learning how to talk and deal with the customers on phone

Friday

March 11

 Cleaning vases and changing water for flowers in lobby

 Greeting and smiling with guests

 Finishing the internship

 Say goodbye to the staff

I have more experiences in translating, we must examine the context in

sentence and we should rarely translate word by word 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 Sunsea hotel

Chapter III

PERSONAL EXPERIENCE FROM INTERNSHIP

I feel so confused when working in the new and professional environment, but with the help and friendliness of the staff I feel much better In spite of feeling a little bit of nervous when I had to face to face with the fact that there were some angry customers or some weren't friendly enough to smile and I felt so difficult to talk with them, I was able to solve the problems and received their thank you It was so amazing.

I think the most important when you talk with your customers is that you must always smile and act in a professional way although how much angry they feel.

Working here brought me many benefits, but there were some disadvantages that

I have faced when working Lacking of specialized knowledge is the first drawback making me feel unconfident Besides, I have no experience being a receptionist so that

I did not know how to welcome and greet guests on the first day, I have to say good morning/good afternoon… instead hi/hello… Finally I'm not good at Math so I have some difficulties when I had to learn about invoice.

After the internship, I thought that I could speak and use English more fluently than before I am not scared anymore when facing and talking with the foreigners Besides, I gain more knowledge in hotel business and restaurant business It will help

me a lot in my future job.

Chapter IV

SUGGESTION FOR PRACTICE SITE ANDUNIVERSITY

4.1 Suggestions for Practice Site

There are some improvements that I would like to offer to this hotel First of all, the board of director should upgrade the facilities of the hotel, such as they should have four computers in lobby instead of two and the internet connection in restaurant is too slow than other areas Secondly, in my opinion, they should grow more plants and flowers in front of the door in order to refresh the view And finally, during the internship, I saw customers talk to the housekeeping, but they do not know what customers really need This means that they cannot understand what the customer said.

I think their English skills of these housekeepers must be improved to increase the quality of the hotel.

4.2 Suggestions for Foreign Languages Departments

Besides, I have some suggestions for the Department of Foreign Languages – Duy Tan University I think I should be given more time in the internship to practice English skills and improve necessary soft skills for my future job Furthermore, a course or a subject about specialized knowledge should be taught before the internship

to help student feel more confident and work more effectively.

During the internship, I had more chances to communicate with the foreigners It is things we do not have when we learn in school Therefore, we are often lack of confidence in communicating with foreigners In reality, we all want to talk with the

foreigners as much as possible to improve our English skill because we must practice what we have been taught in university before we forget the knowledge.

Thanks to the internship, students have a good opportunity to work, practice and learn in reality.

SUPERVISOR’S COMMENTS: