GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED

THUONGMAI UNIVERSITY ENGLISH FACULTY - - INTERNSHIP REPORT Company: GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED Student’s name: Trịnh Thị Thương Class: K52N3 Student Code: 16D170186 HA NOI - 2019 HÀ NỘI - 2015 TABLE OF CONTENTS LIST OF TABLES AND CHARTS .iii LIST OF ABBREVIATIONS iv PART 1: OVERVIEW OF GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED PART 2: INTRODUCTION ABOUT INTERNSHIP PROCESS IN GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED PART 3: THE REALLITY OF THE USE OF ENGLISH IN 10 GROUPTOUR CO., LTD 10 PART 4: PROPOSING THESIS TOPIC 13 CONCLUSION 14 REFERENCES v i INTRODUCTION Vietnam’s tourism sector has gradually affirmed its important position with the modern and professional development of products, services and projects, as well as the spectacular growth in the number of international visitors Therefore, in order to seize upon the opportunity and exploit the potential of this field, Grouptour Co., LTD applies new strategies and methods to change the level of productivity and efficiency of not only individual or organization’s but also contributes to the national economy Being recommended and allowed by the faculty of English – Thuong Mai University, I had a golden chance to intern at the Marketing and Sales Department, under the valuable support and instruction of managers and colleagues in the company, I was able to apply my knowledge obtained at the university to practice to complete my internship report Hanoi, September 28th 2019 Student Trịnh Thị Thương ii LIST OF TABLES AND CHARTS No Name Content Image 1.1 Logo of Grouptour Co., LTD 2 Chart 1.1 Grouptour’s organizational structure Table 1.1 Business results of Grouptour Co., LTD iii Page LIST OF ABBREVIATIONS No Abbreviations English Meaning Vietnamese Meaning CO.,LDT Limited Company Công ty trách nhiệm hữu hạn VND Vietnamese Dong Việt Nam Đồng iv PART 1: OVERVIEW OF GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED 1.1 General introduction about Grouptour International Travel LTD 1.1.1.Information Company name: GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED Abbreviated name: GROUPTOUR CO., LTD Company type: Limited Company Representative: Mr Hoang Cong Cuong Certificate of Business registration: 0105978678 Tax Code: 0105978678 Licensing day : 24/08/2012 Operating day : 24/08/2012 Number of staffs: 78 Representative office at 31 Ma May Street, Hang Buom Ward, Hoan Kiem District Headquarter: No.68 Dao Duy Tu Street, Hang Buom Ward, Hoan Kiem District, Ha Noi, Viet Nam Brand: No.11, Pham Xuan Huan Street, Sapa town, Lao Cai, Ha Noi Telephone: 1900 1112 Email: sapaluxuryvan@gmail.com Website: http://grouptour.vn 1.1.2.The process of foundation and development Established in August 24, 2012 by Mr Hoang Cong Cuong, Grouptour International Travel Company Limited specializes in providing tour package, trasport by road and accommondation Image 1.1 Logo of Grouptour Co., LTD By the year 2014, Grouptour Co., LTD established a representative office at 31 Ma May street, Hang Buom ward, Hoan Kiem district One year later, on May 19, 2015, the company opened a branch in Sapa, Lao Cai Grouptour International Travel Company Limited has been developing and recognized by a lot of customers in Viet Nam and other countries through years of operation Location of the company is at 68 Dao Duy Tu Street, a convenient place for customers to know as well as for tourism business 1.1.3 Missions – Visions – Core Values Missions: •Fulfill its obligations to the state, paying all taxes in accordance with current regulations • Prove customers good services at affordable prices • Build a solidarity and friendship during the trip, bring meaningful and unforgettable experiences to customers • Innovate and developing the best tourism products and services to meet diverse needs of domestic and international customers • Maximize business efficiency, bring experience through unique and different product lines and service chains, including spiritual cultural values with international quality • Promote the traditional quintessence and Vietnamese identity and Vietnam's tourism development to a new level •Fostering its employees Visions: •Become one of the leading travel brands in Southeast Asia, empowering Vietnam's tourism image •Develop sustainably associated with the interests of the community •Creating a desire to explore and enjoy the values of nature and local culture among domestic and international tourists •Satisfying the spiritual and material life and improving of customers is the core responsibility of Grouptour These values will always be the driving force for innovation, creation and developmen of tourism Grouptour always aims to strive to become a leading travel service company with the highest quality and reputation in Vietnam Core values: •Effort: Grouptour always tries its best for the sake of the customers, improves and enhances its products and services in order to meet the diverse demand of this potential market •Responsibility: Grouptour is responsible not only towards its customers, employees but also the society This is not only shown in Grouptour’s missions of contributing to the economic development of the country but also through social and charitable activities that the company had done since its foundation •Professionalism: Grouptour has always proved to be a professional organization, from the way it is organized, operated, the way it provides products and services to how it recruits and gives incentives to the employees •Human values: Grouptour believes that human element is extremely important not only for the operation of the company, but also for society in general Therefore, the company always concentrates on fostering incompetent managers and skilled workers, offers good remuneration, and ensures the rights of employees 1.1.4 Products and services Tour packages: Package 1: Trekking a half day to Cat Cat village Included: Local guide + entrance fees Package 2: Trekking a half day to Ham Rong mountain Included: Local guide + entrance fees Package 3: Trekking full day to Lao Chai - Ta Van Included: Local guide, entrance fees, lunch, bus Package 4: Trekking full day Bac Ha market Included: Local guide, entrance fees, lunch, bus Package 5: Trekking Silver Waterfall Included: Local guide + transport Package 6: Trekking days – Homestay Transport service • Sapa Luxury Bus Hanoi - Sapa - Hanoi • Shuttle Bus Sapa - Hanoi - Sapa • Sleeping Bus Hanoi - Sapa - Hanoi • Electric car service • Motorbike tours 1.1.5.Company’s organizational structure a.Organizational structure G-Gate’s organizational structure can be illustrated as below: DIRECTOR GUIDE & DRIVER DEPARTMENT MARKETING & SALES DEPARTMENT OPERATING DEPARTMENT ACCOUNTINGD EPARTMENT Chart 1.1 Grouptour’s organizational structure In order to ensure high flexibility and effective operation requirements, Grouptour organizes its operation apparatus with the most optimal scale Each of departments have the support of the others to accomplish the goals The director manages the entire operations of the company, has a timely adjustment and the functional departments are directly directed by the director.Therefore, this organizational structure is suitable with the business and production activities of its small scale To make the model operate the most effectively, the director should have thorough knowledge and great leadership b.Analysis of the tasks of each department • Director: The Director, Mr Hoang Cong Cuong the founder of the company, has the highest authority, manages all activities of the company and takes ultimate responsibility for the authorized activities • Guide and Driver Department: The company has 10 fulltime guides and part time guide aged from 22 to 35 They play the role of a cultural ambassador, offering commentary and interesting titbits of information, which will allow visitors to fully experience and enjoy the social, cultural and historical highlights Grouptour’s drivers take care of everyone’s safety, cooperate with tour guide to satify all of the customers • Accounting Department: The Accounting Department is responsible for researching and suggesting measurements about the financial condition of the company, implementing the financial decisions of the director and the accounting tasks, as well as managing the financial condition and property of the company • Marketing and Sales Department: The Marketing and Sales Department has responsibility to plan and promote Grouptour’s products and services to the markets, to document market profiles and predict the revenues, as well as to survey and find out the demands of customers • Operating Department: The Operating Department is responsible for deploying the entire work of operating the program, planning to implement the work related to the implementation of the tourism program such as hotel registration, visa, transportation and so on to ensure time and quality requirements It also monitors the implementation of tourism programs, in collaboration with the accounting department to conduct payment operations with tourism suppliers, quickly handles unexpected cases occurring during the implementation of travel programs 1.1.6.Business results in recent years (2016,2017,2018) Below are the statistics of Grouptour’s business performance in 2016-2018: Table 1.1 Business results of Grouptour Co., LTD Unit: Thousand VND No Norm Total Revenue Total Profit Year 2016 4.356.000 1.253.400 Year 2017 5.695.000 1.533.430 Year 2018 7.542.000 2.348.572 (Source: Accounting Department) From the above figures, it is clear that revenues and profits of Grouptour increase with each year By the year 2018, the revenue was 7.5 billion (VND), nearly twice as much as the figure in 2016, following by the growth of the profit at around 2.3 billion (VND) Meanwhile, the figures for revenue and profit are both expected to rise approximately at over 3.5 (VND) in 2019 This growth was mainly thanks to such reasons as followed: effort of all employees, the right direction of the company, and the continuous improvement of the quality of products and services, etc This increase also indicates an optimistic outlook on the operation of the company in the future 1.2.Information about Marketing and Sales Department of Grouptour Co.,LTD Organization structure: Manager: • Take responsible for supervising the staff • Give plans for every member in department to complete the target of the company • Directly solve all issues arising in the department and report to the Director Team Leader: • There are team leaders: marketing team leader and sales team leaders • They take charge in assigning tasks for members in the team; willing to help staff to finish their assignments Staff:  Always ready to solve every issue related to services  Take responsibly for helping and consulting customer before and after using the products Working time: From Monday to Saturday morning Working hours: 7:55 AM – 12:00 PM 1:30 PM – 5:30 PM Responsibility: In a big company, sales department and marketing department will work seperately Because Grouptour is a small-sized company therefore it combines the sales department and a marketing department into one The department serves as the face of the company as well as the bridge between Grouptour and its customers, suppliers and partners This department takes responsible for: •Looking for the sales opportunities with the existing and new customers to sell products and services •Organization effective presentation to the customers regarding the requested product and service •Identify the target budget for each year with following-up percent of the budget realization each quarter of year Researching on the market and customer behavior to find out the needs of customers •Defining strategic marketing plans for Grouptour products and services, detailed planning, and implementing these plans •Managing marketing tools such as website, Facebook, etc •Producing advertising campaigns by gathering the information from different sources •Coordinate with the other departments to implement detailed marketing programs •Tracking the trends and monitoring competitors to make the most effective marketing strategies •Creating and disseminating images, messages and ideas that best comunicate the brand values •Ensuring in increase of brand awareness both inside and outside the company •Suggesting new ideas to improve marketing performance •Contact with royal customers frequently •Write the content for official website • Cooperate with other department well PART 2: INTRODUCTION ABOUT INTERNSHIP PROCESS IN GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED 2.1.Roles and responsibilities During my internship in Grouptour Co., LTD, I had a precious opportunity to work at Marketing and Sales Department This is a ideal working environment for me to put my knowledge and skills at university into practice With the support and instruction of Manager and Team Leader, I was successful in finishing my following assignments: • Answering customers’ inquiries about the company and its products or services • Sorting and handing out mails • Receiving, directing and relaying telephone messages and faxing messages, picking up and delivering the mail, opening and dating stamp all general correspondence • Assisting in the planning and preparation of meetings, conferences and conference telephone calls • Sometimes, I may also perform bookkeeping or cashiering duties • Creating, uploading and sharing company product’s content at Grouptour’s official page to attract and convert prospects into customers, and customers into repeat buyers • Creating some unique content around my priority keywords, linking it through to some related pages about the computer programming, and then following the traffic flow • Making daily report • Translate documents, mails, faxes which foreign partners, suppliers sent to 2.2.Difficulties and lessons 2.2.1 Difficulties It is a great chance for me to intern at the Sales and Marketing Department of Grouptour Co., LTD I could put my knowledge into a real working environment; enhance my skills in a professional workplace However, it still remains several drawbacks for me during my internship process such as: • At first, I was lack of experience, especially using formal words when speaking to customers Therefore when working in a professional environment, I must attempt to learn a lot to get acquainted with the work that requires high flexibility • It is hard for me to catch up with the language barrier and different cultures to understand the requirements of the customers • Working in a professional environment that requires high flexibility, I had to make a lot of efforts to observe and learn knowledge and skills of my prior colleagues everyday • My lack of understanding clearly about the feature of products and services results in running ineffectively advertises for their • The company often lack of labors in some tasks, so it leads to the frequent overload and overlap in work 2.2.2.Lessons and experiences Through weeks of training process at the Grouptour 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 future The following is some of experiences which I gained during this training course: • The opportunity to use my English knowledge through communicating with foreign customers and translating many tour documents • Do something in the office such as delivering fliers, sticking and cutting paper Although those look simple, they also gave us difficulties when facing to the real life • Had experiences in solving customer’s problems, I learned how to talk with customers by phones to satisfy their demands • Apply the knowledge and skills learned at university (writing letters, emails, translation, interpreting, etc.) on the job • Understand the importance of team-work and know how to cooperate with my colleagues • Familiar with the modern, dynamic, professional environment of the company as well as office culture in workplace • Learn how to get along with other colleagues in the company and build a good relationship with partners • Have experience for multi-tasks at the office • Have good orientation for future job PART 3: THE REALLITY OF THE USE OF ENGLISH IN GROUPTOUR CO., LTD 3.1.The reality of the use of English in the company 3.1.1.The current situation of the usage of English As an international travel company, English is involved in most of daily practice Marketing and Sales Department is in charge of activities related to import sector, so English is the main language used for transactions with foreign partners to purchase, search agents and provide international services It is also used in contacting foreign customers to make economic contracts, negotiate on prices, terms of contracts and shipping methods, payment methods, delivery time and etc In other department such as guide department, operating department, English also play an essential part For exemple, to able to conduct their tasks successfully, Grouptour’s guides have to possess good competence in English to communicate with international guests, especially related to the context where they use English with them The official website of Grouptour Co., LTD (http://www.grouptour.vn) is also designed and displayed in both English and Vietnamese Not only does this help Vietnamese, but also foreigners can easily get access to find out information about products and activities of the company Recognizing the important role of English for work, Grouptour holds English training courses for employees each month so that all of them enhance their English level 3.1.2.Advantages For the company: English is a great advantage to expand markets and get more opportunities to cooperate with foreign partners Besides, it is also a big strength of any company to compete with others •For Marketing and Sales Department: It is convenient in transactions with foreign counterparts as well as updating quickly and understanding about Grouptour’s products and services comprehensively •For Guide and Driver Department: tour guides and drivers are travellers's first impression of a foreign country They all have a good ability in English to satify international customers 10 •For Operating Department: Operators who use English for their work on a daily basis need to be able to use English for a variety of purposes including in negotiating with international business partners, dealing prompt situation, so on •For Accounting Department: Accounting is very important for the company and made accounting have to be used internationally, English language helps us to communicate and conduct corporate activities 3.1.3.Disadvantages Besides its strengths, there still exist some limitations such as: •Grouptour is a company with small budget, therefore, it is not able to provide English training courses for all staff and hire emloyees with high profiency in English •All of employees excepting those in Guide and Driver Department communicate with others by mother tougue so their English ability is not improved in company’s enviroment, especially speaking skill 3.2.Recommendations for solutions There are some following solutions to improve the use of English in Grouptour Co., LTD: •Each employee should have self-study morale, improve English skills for themself and realize the importance of English because it is not only significant for themselves but also for business operations of the company •Managers and Directors should give several projects for staff to enhance their English skills Giving some training courses for employees to improve their English such as: Communication courses, Speaking and Writing English Course, Grammar Course, and so on •In recruitment, the company should give the specific requirements of English and evaluate the English level frequently to raise initiative in the using of English •It is a better chance for staff to upgrade their English skills when taking part in English competition Therefore, leaders should give some competition annually to promote the ritual of learning English in the company such as English Singing Competition, Negotiating Competition Not only these competition creates a playground for employees to relax, but also give an opportunity for them to advance their English skills •The company has the rewarding policy such as extra bonus for individuals with good performance, increase the wages for employees who have the good qualification 11 and English ability in the workplace This policy will create motivation and encourage employees to work and improve their English •The company should continue to improve English in its website to give its foreign partners and customers the most accurate and timely information about the company 12 PART 4: PROPOSING THESIS TOPIC Name of topic: Difficulties in speaking comprehension of the first year English majors at Thuongmai University Nowadays, it can’t denied that English is becoming the common tounge of our global village Whether you live and work in an English speaking country or need English for travel and fun, English is the passport to success and a deeper understanding of our quickly chainging word Therefore, teaching and learning English is very important and necessary because mastering English is the best and the shortest way for us to have a great deal of opportunities to reach the success of life The thesis will study the subjective and objective difficulties of the students in learning the speaking skill Then, it would like to find out the reasons for those problems and the solutions for both teachers and students in teaching and learning the speaking skill After my internship process, I drew that it is difficult for Vietnamese people to use English formally in Speaking in a fluent way In order to have a habit of speaking English fluently, it is better for individuals to practice and learn English when they are in university I would like to propose a research subject for graduation thesis: “Difficulties in speaking comprehension of the first year English majors at Thuongmai University” I sincerely hope that lecturers and instructors at Faculty of English – Thuong Mai University will consider and support me during the process of doing my thesis 13 CONCLUSION Through year operation, the company has been faced with many difficults, however, it still grow stably To get such achievements today, besides the efforts of all staffs, it is the strict and judicious management of the directors in making the strategic decisions This has created positive changes and built firm belief for employees to devote constantly to the development of the company Grouptour Co., LTD has been moving in the right direction It does not only focus on profit but also the company’s reputation and the increasingly advanced life of the staffs After about one month of training process at the Grouptour Co., LTD, I finished my internship successfully with the whole-hearted help and careful guidance of all employees Once again, I would like to thank to my supervisor for her guidance as well as all of officer staff for supporting and creating favorable condition for me to complete my training process and this paper Because of the limited time for researching and internship, my report could have inevitable shortcomings I conducted this report so as to figure out the business activities and several existing problems in I look forward to receiving comments and suggestions of the instructors and mentors to fulfill my report Hanoi, September 28, 2019 Student Trinh Thi Thuong 14 REFERENCES I would like to express my gratitude to the following researches for providing the very useful information sources so that I could complete this report: Documents from Accounting Department Website: http://grouptour.vn v ... Grouptour International Travel LTD 1.1.1.Information Company name: GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED Abbreviated name: GROUPTOUR CO., LTD Company type: Limited Company Representative:... iv PART 1: OVERVIEW OF GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED PART 2: INTRODUCTION ABOUT INTERNSHIP PROCESS IN GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED PART 3: THE... CO.,LDT Limited Company Công ty trách nhiệm hữu hạn VND Vietnamese Dong Việt Nam Đồng iv PART 1: OVERVIEW OF GROUPTOUR INTERNATIONAL TRAVEL COMPANY LIMITED 1.1 General introduction about Grouptour International