INTERNSHIP REPORT Nam ha tourism limited liability company

TABLE OF CONTENTS TABLE OF CONTENTS i INTRODUCTION ii LIST OF ABBREVIATIONS .iii LIST OF TABLES AND FIGURES .iii INTERNSHIP REPORT CHAPTER 1: OVERVIEW OF NAM HA TOURISM CO.,LTD 1.1 Basic information about Nam Ha Tourism CO., LTD 1.1.1 General information 1.1.2 Foundation history 1.1.3 The main activities of Nam Ha Tourism CO., LTD 1.1.4 Organization structure 1.2 Basic information about Sales Department CHAPTER 2: INTERNSHIP PROCESS IN COMPANY 2.1 Job description and internship process .5 2.1.1 Job description 2.1.2 Internship process 2.2 Difficult and learned lesson in internship process 10 2.2.1 Difficult issues during the internship 10 2.2.2 Learned lessons from internship process 10 CHAPTER 3: REALITY OF USING ENGLISH IN NAM HA TOURISM CO., LTD 11 3.1 Some description using English in Nam Ha Tourism CO., LTD .11 3.2 Propose solutions to improve English proficiency 11 CHAPTER 4: PROPOSALS FOR THE THESIS TOPIC 13 CONCLUSION 14 REFERENCES i INTRODUCTION In the context of global economy, Vietnam is making the biggest effort to keep with rich countries and to become a great nation in the world Today, with the development of national industrialization and modernization, tourism has become one of the key industries bring major cultural and economic values to Vietnam Vietnam tourism is increasingly developing and plays a big role in Vietnamese economy This has resulted in establishing and improving many tourism companies in Vietnam According to reality, English becomes effective tools that plays a great role in promoting the relationships between Vietnamese and foreign tourists And English helps Vietnamese make the best impression in foreigners’ hearts After years of studying and practicing as a student of the Faculty of English at Thuong Mai University, I feel really honored and grateful to the teachers in the English Department for imparting specialized knowledge about economy and commerce through lectures and they always facilitate to help me improve my English skills After completing the program at the school with the introduction of an acquaintance, I become an intern in the Sales Department of Nam Ha Tourism Limited Liability Company With direct guidance and enthusiastic support from my advisor as well as the company employees, I have been given a lot of suggestion and orientation about my future career Although there are many shortcomings in the process of doing internship and writing this report but I have made the internship report with all enthusiasm and seriousness so I hope that I am given some comments and suggestion from teachers I would like to express my sincere thanks to the help and guidance of the teacher of Faculty of English, Mrs Do Bich Dao, who helped me so much to have the most complete report ii LIST OF ABBREVIATIONS Nam Ha Tourism CO.,LTD Nam Ha Tourism Limited Liability Company LIST OF TABLES AND FIGURES 1.1 Organization structure of Nam Ha Tourism CO., LTD 1.2 Organization structure of Sales Department iii INTERNSHIP REPORT CHAPTER 1: OVERVIEW OF NAM HA TOURISM CO.,LTD 1.1 Basic information about Nam Ha Tourism CO., LTD 1.1.1 General information Abbreviated name: Nam Ha Tourism Limited Liability Company Address: Thuong Hamlet, Minh Tan Village, Vu Ban District, Nam Dinh Province Website: khusinhthainuingam.vn Phone : 02283996099 Tax code : 0600378925-001 Business License : 0600378925-001 Operation Day : 12/02/2007 Head: Mr Dao Quang Hai Main field: Short-stayed services 1.1.2 Foundation history The first company was named Nam Ha Tourism Limited Liability Company under the business registration license issued by the Business registration office of Nam Dinh Department of Planning and Investment on February 12, 2007 (according to No 0600378925-001) and then reissued on March 15, 2016 This company officially put into operation on February 12,2007 under the leading of Mr Dao Quang Hai From 2007 to 2015, newly established, the Company promotes the development of tourism, hotels, and ecological zones to create a fun environment for all ages However, due to the newly established and not well organized consumption and management work, the first two years of the Company have not achieved good business results, resulting in negative profits and needing to take corrective measures Since 2016, 2016 marked important changes of the Company Preparing for the intensive steps and the tourism service development, the company decided to change according to the amended certificate on March 15, 2016 This is the first year after establishing company, it has the profits shown its position in the market Currently, the tourist area has been stabilized and improved both in qualities and services Moreover, the tourism business and entertainment services has become more open 1.1.3 The main activities of Nam Ha Tourism CO., LTD The main activities include providing short-stayed services; providing services of traveling vehicles, transport by tour; providing photography activities, sports and entertainment; buying and selling souvenirs, goods, stationery; trading in food items, drinking water for restaurants; organizing outdoor activities such as camping, swimming; 1.1.4 Organization structure Nam Ha Tourism CO., LTD has the management structure as described below: Director Administration Human Resource Department Finance Accounting Department Sales Department 1.1 Organization structure of Nam Ha Tourism CO., LTD The company has twenty-six employees In which, Administration Human Resource Department has four members, Finance Accounting Department has six members and sales department has sixteen employees All of them are well-educated as well as friendly and enthusiastic They always try their best to complete assigned task and help me in my work Function of each room: + Director: This is the person who has the highest responsibility of the Company before the law for all production and business activities, organizational structure, financial structure of the unit under the Joint Stock Company law + Finance - Accounting Department: Its major tasks include assisting the director in planning the exploitation and capital circulation, meeting the business requirements of the unit; preparing finance reports, tax reports, periodic revenue and expenditure reports, in order to help the CEO effectively operate capital in according to the law; being responsible for checking, monitoring, urging and advising the General Director on the management and use of vehicles, machinery, equipment and supplies throughout the company; managing all supplies and goods circulated through the company, performing the process of material export and import; opening books, monitoring and recording, checking the legality, validity of documents on import and export of supplies and goods + Human Resources Department: Its job comprises advising the company leadership on matters related to personnel, official dispatch, contracts, regulations applicable to the company; advising on the organization of departments and personnel according to the company model; planning recruitment and human resource development; storing important documents, documents and papers; welcoming guests and partners; training, recruiting personnel for the company; developing a plan and implement recruitment + Sales Department: They greet customers, introduce the products and services information for them; receive and process bookings, book confirmation or modify and cancel the reservations; handle customer complaints or problems; plan all kinds of goods, machinery, equipment and tools; perform import and export jobs to serve customers; manage and maintain documents related to the Company's business activities 1.2 Basic information about Sales Department Sales Department is the direct link between a company’s product or service and its customers Because sales department’s missions include making sales, growing the company’s business and retaining existing customers And the most important thing is maintaining relationships with many customers Described as the following image: Sales Manager Marketing team leader Market analyst staf Digital marketi ng staf Intern Sales team leader Offline marketin g staf Intern Receptionists Offline consulta nt staf Intern 1.2 Organization structure of Sales Department CHAPTER 2: INTERNSHIP PROCESS IN COMPANY 2.1 Job description and internship process 2.1.1 Job description My job is a receptionist The duties of receptionist include receiving and processing bookings with the hotel by mail or phone, meeting customers’ inquires about the company and its products or services, sorting and handing out mails, handing problems or complaints of customers, guiding visitors about check-in procedures, providing catalog and introducing attractive locations ( The company is close to Nui Ngam eco-tourism site in Nam Dinh so some beautiful places are Nui Ngam, Tran Temple, Pho Minh Tower, The monument of Tran Hung Dao and Vi Xuyen Lake,…), providing information of vehicle, some entertainment and eating services Sometimes, offices may expect the receptionist to serve coffee or tea to guests, keep lobby tidy With this job, I could be better contacting with everybody I realized that English help me talk to foreign visitors from England, Korea and China easily This is an interesting and enjoyable job and I like it I spent weeks on training in Nam Ha Tourism CO., LTD I went to the company days a week And my working time table is dependent on the working time table of the company Office time In the morning: from 8:00 a.m to 11:00 a.m In the afternoon: from 13:00 p.m to 17:00 p.m 2.1.2 Internship process I present my training process as follows: Week ( December 31th ,2019 to January 5th ,2020) INTERNSHIP DIARY OF THE FIRST WEEK (31/12/2019-05/01/2020) Date Tuesday, Time 8.00 AM- 11.00 AM December 31th ,2019 Major activities -Having an appointment with the head of Sales Department and my Advisor to discuss about the internship process -Visiting around the socializing Company and with everybody in the Thursday, 8.00 AM- 11.00 AM company - Reading the documents, rules January 2nd ,2020 13.00 PM- 17.00 PM and regulations of company - Being given directions about my work - Beginning my probation: greeting customer, calling and Saturday, 8.00 AM- 11.00 AM answering telephone - Typing documents of tours, January 4th,2020 13.00 PM- 17.00 PM information of customers - Cleaning the table and arranging documents according to month, day - Greeting visitors and guiding guests to check-in and checkout procedures Week (From January 6th, 2020 to January 12th, 2020) INTERNSHIP DIARY OF THE SECOND WEEK (06/01/2020-12/01/2020) Date Monday, Time 8.00 AM- 11.00 AM Major activities - Making the list of visitors in January 6th ,2020 13.00 PM- 17.00 PM last week - Typing some documents - Receiving email from advisor and then sending the Thursday, reaction - Greeting visitors and January 9th,2020 answering the telephone - Reading the material about customer’s characteristic especially foreign visitors Saturday, -Typing documents -Calling and answering January 11th, 2020 telephone from customers - Reading documents of company and translating them - Getting instructions on handing complaints or problems from customers Week (From January 13th, 2020 to January 19th, 2020) INTERNSHIP DIARY OF THE THIRD WEEK (13/01/2020-19/01/2020) Date Tuesday, Time 8.00 AM- 11.00 AM Major activities - Doing business report January 14th, 2020 13.00 PM- 17.00 PM of the previous week - Handing some complaints and problems of customers - Receiving and processing bookings by Wednesday, phone or mail - Greeting visitors and January 15th, 2020 answering telephone - Introducing products or services of company for visitors - Translating some documents on domestic Friday, tours - Sending faxes to Sales January 17th, 2020 manager of company - Typing some documents - Handing and reporting about the canceling of reservation - Cleaning the table and arranging documents January 20th, 2020 to January 31th, 2020: I was off for Tet holiday Week (February 1st, 2020 to February 7th, 2020) INTERNSHIP DIARY OF THE FOURTH WEEK (01/02/2020-07/02/2020) Date Saturday, Time 8.00 AM- 11.00 AM Major activities - Greeting guests and answering February 1st ,2020 13.00 PM- 17.00 PM telephone - Introducing the attractive locations on catalog for visitors - Receiving and processing bookings by mail or phone Monday, - Typing some documents - Reading business report of the February 3rd, 2020 previous year - Providing comments for the company’s upcoming business plan at the nearest meeting - Greeting guests and answering Wednesday, telephone - Typing document of tours September 5th, 2020 - Cleaning table and arranging documents - Having a small party with everybody in the company - Making a detailed report on the internship process - Handing over documents to the advisor 2.2 Difficult and learned lesson in internship process 2.2.1 Difficult issues during the internship After month of internship at the company, I found that the job of a receptionist was not simple, but also not too difficult as I thought I always tried to complete all tasks assigned However, I also had some difficulties I had trouble in communication skills My English speaking was not good Sometimes, when talking to guests, they didn’t understand and I needed the help of my colleagues Besides, I also lacked a lot knowledge in the tourism industry and some terms of tourism This made the translation of documents slow and inefficient The working environment was very different from the theory what I learned at the University Due to the limited experiences, I didn’t handle the customer requests and complaints quickly and promptly This was still a hard challenge to me and I had to try it hard 2.2.2 Learned lessons from internship process Through a month of internship in Nam Ha Tourism CO., LTD, I got a lot valuable working experience and soft skills In my opinion, these precious experiences will help me a lot for my work in the future The first, the training course brought to me the opportunity to communicate with many people, especially foreign customers I learned a lot of vocabulary, information and knowledge in tourism I recognized that my English was improved so much through practicing The second, thanks to the enthusiastic guidance of my advisor and all employees in the company as well as in Sales department, I gained additional office skills I learned how to photocopy, receive and send faxes I also had chance to know translation methods and practiced it on my job Moreover, I learned some important skills in dealing with the customers and working the company’s employees Despite short time of training process, it helped me more confident and professional In conclusion, after training course, I feel more grown-up with experiences in communication and skills to solve difficulties I also have had additional background and job orientation for my job in the future 10 CHAPTER 3: REALITY OF USING ENGLISH IN NAM HA TOURISM CO., LTD 3.1 Some description using English in Nam Ha Tourism CO., LTD Through observation and learning in Nam Ha Tourism CO., LTD, I can realize that official staff face up with some issues: Although all employees in Sales Department have good communication skill, their English is not good Some of them can’t use English to communicate with foreign visitors Few staffs speak English at basic level Most people have had difficulties in English such as lack of vocabulary, inflexible grammar and slow respond It is very difficult to introduce services, guide accommodation as well as entertainment area to customers, or handle mails and customer’s complaints The company has to spend extra money to hire part-time interpreters to deal with English mail, documents of customers Moreover, employees in other departments, they have lack of knowledge of specialized English terms They need translation tools to process documents to arrange with partners, promote the brand on the media, … Lastly, customer and business partner appointments, English public-speaking skills and presentations of the employees have not really made an impression on customers and partners This results in ineffective at work and losing many opportunities for the company That is not only the problem of this company, but also the common problem of many companies Companies need to see the problem and come up with appropriate solutions to improve business efficiency and bring the brand to the next level 3.2 Propose solutions to improve English proficiency Realizing that the level and ability of English speaking of business staff is still very limited, I would like to suggest measures to improve the ability to use English as follows: Firstly, the company needs to focus on intensive training of English skills for employees especially Sales and Marketing departments In order for the training to be effective, the company needs to have a test of the foreign language level of the staff then based on each person's level, the company provides the appropriate course The more well-qualified employees can speak at foreign languages, the higher the job efficiency 11 Secondly, the departments create the most comfortable working environment for employees This help them develop their ability and practice as well as improve the ability to use English at work Finally, employees themselves should be aware of the importance of English They always try to improve their English skills The company encourages them to spend time learning English, communicating with colleagues, talking to foreign visitors because of this company is a tourism one 12 CHAPTER 4: PROPOSALS FOR THE THESIS TOPIC A study on finding translating documents tools English- Vietnamese and Vietnamese- English of the 3rd- year-student of Faculty of English at Thuong Mai University A study on difficulties of translating English magazine of the rd-year-student of Faculty of English at Thuong Mai University 13 CONCLUSION 4-week internship at Nam Ha Tourism CO.,LTD , I had great learning experiences and gained more experience on what a receptionist needs to have, having opportunities to use the skills learned in working environment In addition to basic business knowledge, I also had orientation for what I needed to for the future I would like to express my sincere thanks to Nam Ha Tourism CO., LTD and its staff as well as Mrs.Do Bich Dao for helping me during this internship Hanoi 6th , February, 2020 Pham Thi Thuy Hang 14 REFERENCES http://123doc.org/document/3817422-bao-cao-thuc-tap-bang-tieng-anhinternship-report-luan-van-tot-nghiep-dai-hoc-thac-si-do-an-tieu-luan-tot-nghiep.htm ... OVERVIEW OF NAM HA TOURISM CO.,LTD 1.1 Basic information about Nam Ha Tourism CO., LTD 1.1.1 General information Abbreviated name: Nam Ha Tourism Limited Liability Company Address: Thuong Hamlet,... Nam Ha Tourism Limited Liability Company LIST OF TABLES AND FIGURES 1.1 Organization structure of Nam Ha Tourism CO., LTD 1.2 Organization structure of Sales Department iii INTERNSHIP REPORT CHAPTER... Foundation history The first company was named Nam Ha Tourism Limited Liability Company under the business registration license issued by the Business registration office of Nam Dinh Department of