how to success in customer service in rang dong hotel

GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN VIETNAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT TOPIC: HOW TO SUCCESS IN CUSTOMER SERVICE IN RANG DONG HOTEL Student: Reg No: Class: Supervisor: INTERSHIP REPORT NGUYEN NGOC TAM Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN VIETNAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT TOPIC: HOW TO SUCCESS IN CUSTOMER SERVICE IN RANG DONG HOTEL Student: Reg No: Class: Supervisor: INTERSHIP REPORT NGUYEN NGOC TAM Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN ASSESSMENT Examiner 1’ s full name Examiner 2’ s full SCORE In figures & Signature name & Signature In words Assessment criteria: Conten(5.points) Organization(2.0points) Vocabulary, Grammar, Spelling Comments: INTERSHIP REPORT Page and mechanics(3.0 points) GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN ACKNOWLEGMENTS  INTERSHIP REPORT Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN To get this internship, first of all, I would like to thank to the school and especially the teachers in the Faculty of Foreign Languages has a dedicated contact centers, offices, hotels so we have the best place to practice and consistent with our specialized targeting gives us the opportunity to contact and practical experience in the areas directly related to their majors At the same time I would also like to thank the school and your teachers for financial support for internships so that we not have to worry much about the physical problems during practice Besides, to get knowledge and professional skills to serve the internship of students in the Faculty, you Language teachers have dedicated impart knowledge to students, especially those related knowledge specialized to each student as well as the counsel, guidance about when the internship experience helped me a lot during practice In particular I would like to express our sincere thanks to Mr.Nguyen Ngoc Tam He is a teacher directly guided my practice group First, thanks to the guidance and introduced me with you to each of the agencies and departments of the hotel detail helped her we have received the attention and help of more hotels And on to the shared interest in her for us before, during and after the last time the internship through the meeting or send mail through the times she visited the course of our practice Or the latest announcements related to internships she always gives us as soon as possible It is what she has done for us has become a great spiritual force so that we can fulfill their internships Finally, I would like to sincerely thank the board of directors and other departments in the Rang Dong Hotel During practice at the hotel I get the attention assist, facilitate and guide dedicated board of directors as well as other organs, especially the siblings of the front three parts, restaurant and rooms, thanks to that, I had to fulfill this internship And so I also learned, accumulated and learned many lessons and valuable experience in work in the future This is the final practice session and also the first practice session and only for our students throughout the school year to make sure four inevitably many shortcomings and flaws So I look forward to understanding and forgiveness, as well as the more protection your only teachers and leaders to my hotel experience more firmly than on to the next stage of work I sincerely thank ABTRACTS Along with the development of economy and society, our country's tourism industry grow increasingly The tourist destination attracting more and more INTERSHIP REPORT Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN tourists from home and abroad Local hotels and accommodation facilities, including hotels Rang Dong, also under construction and development, contributing significantly to the economic development With the attention of the school and faculty of foreign language, The University of Rang Dong organized student internship final practice; Rang Dong Hotel is where I select the actual practice and gave me a lot of valuable experience after the internship at the organ TABLE OF CONTENTS ACKNOWLEGMENTS ABTRACTS CHAPTER I: INTRODUCTION ABOUT THE RANG DONG HOTEL History of information and development of the Rang Dong Hotel .7 The business activities of the Rang Dong Hotel 2.1 Accommodation business areas: 2.2 The area catering business: 10 3.The organizational structures of the Rang Dong Hotel 10 CHAPTER 2: DESCRIPTION OF INTERNSHIP 11 1.The work assigned during practice and level of completion 11 A reveiw of the work practice The specific lessons through this internship work 11 2.1 The work at the reception .11 2.2 The division of work in the restaurant 12 2.3 The work in housekeeping department 15 CHAPTER 3: THE ADVANTAGES AND DISADVANTAGES DURING INTERNSHIP 15 Advantages 15 1.1 From myself 15 1.2 From the School and the Faculty of Foreign Languages 15 1.3 From the Hotel .15 Disadvantages 15 2.1 From yourself .15 2.2 From the Hotel .15 2.3 Think of yourself in the practice at the Rang Dong hotel, the plan of the occupation, the striving after the officical practice session 16 CONCLUSION 17 1.The general conclusion about the practice 17 What recommendations to companies, agencies, schools 17 2.2 For Hotels 17 CHAPTER I: INTRODUCTION ABOUT THE RANG DONG HOTEL INTERSHIP REPORT Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN History of information and development of the Rang Dong Hotel Hotel built in 1993, Last complete renovation 2005, Number of floors: 8, Total number of rooms: 96, Number of single rooms: 7, Number of double rooms: 89, of which have separate beds: 77, of which have a double bed: 6, City hotel Rang Dong Hotel is located in the heart of Ho Chi Minh City, opposite Tao Dan Park Dong Rang Hotel is a 10-minute walk from Ben Thanh Market and a 15-minute walk from the War Museum Tan Son Nhat International Airport is a 20-minute drive from the hotel Hotels where international standard star Ho Chi Minh City has to offer with Rang Dong Hotel as a base All 96 guestrooms at the hotel provide all the comforts and conveniences guests would expect in a hotel in this class Each guestroom has non smoking rooms, air conditioning, daily newspaper, desk, hair dryer, internet access (wireless), internet access, in room safe To suit guests' convenience, this Ho Chi Minh City accommodation offers 24hr room service, shops, elevator, coffee shop, laundry service/dry cleaning, meeting facilities, restaurant, room service The hotel offers massage, sauna, steamroom, spa to provide extra pleasure and relaxation for all guests With elegant facilities and hospitality, guests at this hotel will surely have an impressive stay The air-conditioned rooms at the Rang Dong come with large windows that offer views of the city Each room has a safety deposit box and minibar Hot shower facilities and a hairdryer are in the bathroom.Guests of the hotel can pamper themselves with a relaxing body massage For convenience, Hotel Rang Dong offers currency exchange and car rental services upon request Rang Dong Restaurant serves a fine selection of local food European and Asian dishes are also available With professional staff fully experienced, enthusiastic service carefully Fully meet the needs of the individual resorts, as well as family needs a break to work with experts With a cozy atmosphere, impressive solemn hall area, restaurants will contribute to successfully organize seminars, conferences, and training together while enjoying the cuisine, Asian nguc team of professional chefs and staff team nguc considerate and thoughtful service All right decision, a familiar address is your ideal place when arriving to the city of thousands of flowers INTERSHIP REPORT Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN The business activities of the Rang Dong Hotel 2.1 Accommodation business areas: Rang Dong Hotel has 96 Rooms cater for your stay, the rooms have an area of 20-30 m2, the equipment in the room was a reasonable layout and aesthetic In each room has a full range of equipment such as air conditioners, refrigerators, computers, networking, wardrobe, color TV, telephone, desk lamp, lamp, books, table and chairs to drinking water, seating and equipment are in the hotel's logo Table: Rates are per room applies to guests Type of room Vip Cost of room 2,000,000 Suite 1,600,000 Speriour 1,200,000 Standard 1,000,000 Source: from receptionist in hotel Hotel reception area has air conditioners, fax machines, photocopiers, computers computer, phone, and luxury furniture 2.2 The area catering business: Include: A dining room can accommodate more than 100 guests A small bar Dining areas are installed air conditioners, wall fan and systems beautiful crystal-clear lights Kitchens have been designed dining room, fitted kitchen fully equipped: cabinets cold, the appliances in the kitchen, hot-cold system Mixing desk is equipped The organizational structures of the Ky Hoa Dalat Hotel INTERSHIP REPORT Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN Director Technology Bureau Reception Repair Hotel Housekeeping Personnel Security, guard Launder Restaurant Director:  Planning and organising accommodation, catering and other hotel services  Promoting and marketing the business  Managing budgets and financial plans as well as controlling expenditure maintaining statistical and financial records  Setting and achieving sales and profit targets  Analysing sales figures and devising marketing and revenue management strategies  Recruiting, training and monitoring staff  Planning work schedules for individuals and teams  Meeting and greeting customers  Dealing with customer complaints and comments  Addressing problems and troubleshooting  Ensuring events and conferences run smoothly  Supervising maintenance, supplies, renovations and furnishings  Dealing with contractors and suppliers  Ensuring security is effective  Carrying out inspections of property and services  Ensuring compliance with licensing laws, health and safety and other statutory regulations Technology Bureau: INTERSHIP REPORT Page GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN  Establish internet systems for check in and check out,rooms booking and reservation at restaurent Resolve problems about machines when they are damaged Repair:  On-site touch-up and repair to furniture, millwork, cabinets and moldings  Image enhancement to lobby areas, elevators, furniture and paneling in hotel rooms, suites, meeting rooms and ballrooms  Minimal downtime and inconvenience  Color change and surface re-conditioning services, using mostly water-based products  Restoration of antiques  Joint stabilization to assure structural rigidity and strength  Same day use of most repaired or restored furniture and surfaces Hotel:  Hotel is the ideal space for accommodation, offers,events,weddings,meetings,floorplans and capacities Personnel:  Oversee all operations in hotels, including sales, customer service, maintenance and housekeeping, which includes maids and housekeeping cleaners  Ensure it meets the quality and cleanliness standards of customers at hotel  Responsible for building sales and profits in their units by advertising and hosting conventions As a hotel manager, you must remain on call for all emergencies, including robberies and break-ins  Responsible for booking reservations, arranging transportation and meeting important guests as they arrive Concierges also inform guests of local attractions and tours, and call doctors for sick guests Launder:  The laundry department need to manage the linen supply The linen supply include the towels such as face towel, hand towel and bath mat, bed linen pillow case and bed sheet, bathrobe and table cloth, place mat and napkins The laundry department also provide guest laundry service, dry cleaning and pressing Reception:  Dealing with bookings by phone, e-mail, letter, fax or face-to-face  Completing procedures when guests arrive and leave INTERSHIP REPORT Page 10 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN 2.1 The work at the reception During practice at the reception, I mainly assigned to the morning shift to facilitate the learning and go on The work that I have done include:  Clean and sanitize around the reception area (This is the basic job of a receptionist, front desk help clean, neat and attractive)  Cut password wifi, breakfast and check luggage votes  The instructors at busy or in a meeting, then you pick up the phone instead and take notes clearly  Get and return the keys to guests  Jobs in hotels as a receptionist can be exciting and challenging.So it is needed for a candidate to have and provide friendly plus welcoming approach to any of their guest We need to comply with core values and vision of hotel and provide satisfaction to guests So,we should enthusiastic and friendly with guests everytime We always respond to all guest requests and queries courteously, carry on all formalities from check in to check out needed and to run desk works smoothly They would also need offer proper booking services either faceto- face with guests or be it via emails, fax or telephone There are many key responsibilities of a receptionist Let’s look at them from the beginning From the moment a guest arrives, the duty of a receptionist starts We need to commence in- house duties like greeting and attending all guest needs and provide excellent customer service We should be able to resolve guest complaints and keep them satisfied We would also need to cater to requests made by guests and ensure them a pleasant stay Other than these prime reasons, We would need to adhere to safety procedures and also be able to perform them at times of emergency Be proficient and comprehend with first aid and health trainings Reasons for these requirements are to keep all guests satisfied and happy; only then they will come back for another experience We equipped a lot of things that customer feel satisfied:  Pospitable and friendly approach  Well groomed and good presentations  Ability to handle tense situations  Ability to make quick decisions and work in a team  Good interpersonal skills  Have pleasant telephonic etiquettes INTERSHIP REPORT Page 13 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN  Good administrative skills with appropriate computer knowledge 2.2 The division of work in the restaurant To better understand the nature of the work, I was divided into morning shift (6h00 to 14h00) and afternoon (14:00 to 22:00) The work I did in the restaurant division includes:  Accessories siblings cleaned before arrival table then served to customers  Clean the table: after guests finished eating my side and moved into distribution of these cups, plates, forks, spoons, chopsticks, bowl, food scraps and garbage in places specified in advance  Wash dishes I'm with you after the cleaning is complete, began to wash clean and dry Put in place regulations  Setup and set the table buffet This is the work of the afternoon to serve breakfast the next day Including tasks such as setup cup, bowl, plate, cup, cups, forks, spoons, chopsticks  Clean the area restaurants and restaurant kitchens After you have completed the above work, the restaurant staff would clean clean lobby  Setup table, table: When guests book a table, table when they have meetings and conferences, we have a table setup tasks according to the quantity that customers request and setup in the mold of Hotels such as placing the seat, put the cups, chopsticks, spoons, cups, put the sauce, paper towels, tea and add shallots how magnets  Serve table: We have the task to bring food to guests, pouring wine, beer, tea under request  Clean and conference room setup: Before each meeting or conference we need to clean up and put things like paper towels, drinking water according to your requirements And after guests use our conference room to clean finish clean and tidy You can only rely on word of mouth to bring in so many customers, so you’ll need a marketing plan in place to keep new people streaming through your doors A few ideas:  Participate in community events and give out food samples  Offer discounts to new customers  Join the local business association  Utilize social media channel Moreover, we believe that our restaurant can become an instant success when the following some rules are applied correctly:  Remarkable of the restaurant  Simple but delicious menu  Seating or beautifull space at restaurant  Sign of the restaurant INTERSHIP REPORT Page 14 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN  No-frills atmosphere at restaurant  Location and parking  Memorabilia  Social media presence  Sweat the small stuff  Enthusiastic service  Friendly with customers  Change a menu 2.3 The work in housekeeping department  Cleaning and setup to the bathroom (the bathroom sanitation, cleaning and setup a bath towel, face towel, respectively, soap, shower cap, garbage bags, vacuum carpets, toothpaste )  Scan and clean the hallways After you have finished all their assigned room We were assigned to mop the balcony, the corridor of the hotel  Ratings constraints prescribed by the hotel, then took the warehouse, warehouse stacking neat, tidy  We always ensure a professional and friendly service throughout the hotel, working carefully within the minimum time, preparing bedrooms in the minimum length of time whilst respecting internal hotel procedures and not disturbing guests  After weeks of practice in three parts, I have learned a lot of things and learned many useful lessons for myself, I found that working style is very important including such issues as hours must sleep on time, dress the hair must be neat, dignified, gentle way to communicate, friendliness, when work should have the agility and dexterity At the same time, thanks to working in the restaurant department, I've learned a lot of vocabulary about food or beverages All these things will help a lot for me in the future On the other hand, To implement the consistent delivery of superior customer service ,we through the Customer Service Programme:  To ensure that the department creates a professional impression to customers and team members  To review and act on Customer Service Reports relevant to your areas of responsibility to achieve positive and consistent results  To review and act on customer feedback relevant to your areas of responsibility This to include customer complaints and compliments  To ensure routine maintenance is carried out in your areas of responsibility, reporting any damage and wear and tear, ensuring bedroom faults are rectified promptly  To organise and set up on-going deep clean schedules INTERSHIP REPORT Page 15 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN CHAPTER 3: THE ADVANTAGES AND DISADVANTAGES DURING INTERNSHIP Advantages 1.1 From myself - By participating in Tourism and Business English module has accumulated the knowledge and basic skills in the field of hotel business - Have the opportunity to come into contact with the work of the department during the restaurant should go overtime should help somewhat understand the behavior and working style of the restaurant staff 1.2 From the School and the Faculty of Foreign Languages - Facilitating contacts and places to practice matching ability and level of students - Provide financial support for students - Instructors practicing enthusiastic, attentive to introduce students to the hotel, regularly shared interest with the students during the internship - Provide students with the knowledge, skills and information necessary for the learning process 1.3 From the Hotel - Leadership hotels create all favorable conditions for the environment and working hours to suit the students' class schedules - The staff of the hotel close, friendly and enthusiastic guide students during the internship - Description of work consistent with the ability and knowledge of the students have learned in school Job requirements is not too difficult and the degree of fulfillment requires not too high Disadvantages 2.1 From yourself - This course is the first practice should not avoid shortcomings crestfallen and direct participation in the work of Hotels - This is the first time working in the restaurant department, unavoidable front should not answer questions from visitors 2.2 From the Hotel - Due to time constraints and the nature of the work so the hotel staff has yet to convey all the whole nature of the work as well as work experience for students to practice - -Due to the number of students practicing pretty crowded so uniforms are not enough students to internships so students feel uncomfortable and bound on clothing INTERSHIP REPORT Page 16 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN 2.3 Think of yourself in the practice at the Rang Dong hotel, the plan of the occupation, the striving after the officical practice session This internship course is really useful for students of English Language specialized synthesis Especially for final year students like me This is one opportunity for our students to practice rubbing from the theoretical knowledge that we learned from school During the internship, I have learned many lessons learned for themselves practical knowledge, recognize the weaknesses need to edit, fix and also better understand the rules and how btrinhf academics working in a company Since then we have good judgment about the nature of the job and more accurate orientation in the process of finding employment in the future After the completion of the internship, I realized that my knowledge and there is still limited I need to try to more in-depth understanding of the field of trade and tourism in order to understand more about this industry Eastern time I need to cultivate more their vocabulary to meet the future work of the self After leaving school, I wanted to be recruited into a travel company to be able to so as well as to further improve the English skills of the self And moreover, I can contribute to promoting the beauty of the country brought Vietnam to everyone in this world INTERSHIP REPORT Page 17 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN CONCLUSION The general conclusion about the practice Through internships students have the opportunity to hone their knowledge and learn a lot of experience for themselves Each one will have to experience for yourself This is a practical internships and useful for students, especially students last year Giving students the opportunity to work rubbing honestly and objectively as possible Contributing to help students with the proper orientation for themselves in the job search process for the future Besides, thanks to this internship students can apply the knowledge learned on the job and help students recognize the advantages, what are the advantages, what are their weaknesses in order to promptly correct pregnancy and promote their inherent abilities And more, to help agencies and companies where students can practice seeing their individual talents to then recruit students into their offices to work What recommendations to companies, agencies, schools 2.1 For the school and the Faculty of Foreign Languages Lock practice will achieve greater results if the school for students to focus solely on the exercise Because during practice students still must attend in order to complete some of the school subjects Such facilities will be very busy 2.2 For Hotels Hotels need to arrange a specific time for the first encounter of student interns To point out the requirements and specific tasks so that students are not crestfallen during practice INTERSHIP REPORT Page 18 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN APPENDIX INTERSHIP REPORT Page 19 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 20 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 21 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 22 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 23 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 24 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 25 GVHD:NGUYỄN NGỌC TÂM INTERSHIP REPORT SV: TRẦN THỊ KIM VẤN Page 26 GVHD:NGUYỄN NGỌC TÂM SV: TRẦN THỊ KIM VẤN REFERENCES [1] http://www.rangdonghotel.com.vn/index.php? newlang=vietnamese&act=khachsanrangdong [2] http://www.agoda.com/vi-vn/rang-dong-hotel/hotel/ho-chi-minh-cityvn.html [3] http://www.booking.com/hotel/vn/rang-dong.vi.html INTERSHIP REPORT Page 27 ... CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES INTERNSHIP REPORT TOPIC: HOW TO SUCCESS IN CUSTOMER SERVICE IN RANG DONG HOTEL Student: Reg No: Class: Supervisor: INTERSHIP REPORT... CHAPTER I: INTRODUCTION ABOUT THE RANG DONG HOTEL History of information and development of the Rang Dong Hotel .7 The business activities of the Rang Dong Hotel 2.1 Accommodation business... operations in hotels, including sales, customer service, maintenance and housekeeping, which includes maids and housekeeping cleaners  Ensure it meets the quality and cleanliness standards of customers