Báo cáo thực tập tốt nghiệp tiếng anh (1)

ACKNOWLEDGEMENT People say that study must be accompanied by practice It means that studying is in close relation with practice Therefore, what I have learnt should be applied to the real life, and practicing training is an extremely important activity of each course which each student has to experience Practical training help students to touch with the reality; shorten the distance between theory and practice, raise the awareness of the staff in the future In addition, the practical training is a valuable opportunity for us to get a lot of useful experience I was introduced by Department of Foreign Languages and the Leader of Vinh University as well as agreed by the Header of Phu Quy Hotel, I have practical training weeks from 17th February to 13th April at Phuquy Hotel During two months practicing at Phu Quy Hotel, I have been fortunate to receive invaluable contributions from many people First of all, I would like to express my deepest gratitude to my supervisor, Dr Tran Ba Tien for his absolutely indispensable assistance, excellent suggestions, expert advice and detailed critical comments; without which work would not have been complete Secondly, I owe a special debt of gratitude to all my lecturers at the Foreign Language Department at Vinh University, for their endless enthusiasm and undeniably useful lectures I would also like to extend my sincere thanks to the board of director,the reception manager- Mrs Nguyen Thi Le Quyen and staffs of Phu Quy Hotel for their enthusiastic guidance, help and encouragement during practical process My warmest thanks are due to my loving family, my friends for their unconditional love, support, encouragement and forbearance Finally, I am all too aware that despite all the advice and assistance, I feel that the report is far from perfect; it is, my sole responsibility for any inadequacies and shortcomings that the report may be considered to have Student Nguyen Thi Hien TABLE OF CONTENTS CHAPER 1: INTRODUCTION In modern life, tourism becomes an indispensable need of society It is not only a key economic sector of the country but also as a bridge of exchange between peoples, nations and different cultures Tourism development will facilitate mutual understanding between peoples, cultures and promote peace, friendship and common progress of mankind in the world Vietnam is a country with more favorable conditions for tourism development, including weak natural, human factors, a unique tourist attraction Viet Nam is an ideal destination for tourists which attract thousands foreign visitors every year with a lot of famous places, for example: Ha Long bay, Phong Nha cave, Nha Trang beach, Hoi An ancient town, so on Located on the North of Central Area, Quang Binh is a developing province With the strategic location at the central of the country, Quang Binh has great potential for tourismwhich remark changes in economy, culture and society Actually, there are many attractive sites to pay a visit to Quang Binh such as Phong Nha cave, Thien Duong cave, Nhat Le beach, Da Nhay beach, Bang Hot spring, Tam Co cave, so on Because tourism develops, a system of hotels and guest houses has been built in Viet Nam in general as well Dong Hoi City in particular in order to meet visitors' demand Besides, the officials also have focused on training professional and skilled staff, combining travelling agencies, giving interesting services aim to attract more and more visitors such as: bar, restaurant, pool, karaoke, meeting… Phu Quy hotel is one of the big hotels with high quality in Dong Hoi city, Quang Binh province It is a convenient place for visitors to stay at during their holiday, especially in the summer Coming to Phu Quy hotel, guests will be satisfied with the working style of staffs as well as the rooms with all comforts 1.1 Overview of Phu Quy Hotel Phu Quy hotel is a limited liability company as a member of Viet-Trung Company, was established in 2004 It is located on Nhat Le beach of Dong Hoi city, along Truong Phap Street Although Phu Quy hotel is still young and not very big as other hotels in Dong Hoi, it early built a stable and firm market for itself The hotel, ranked as two star, has a total area of 11000 square meters, 70 rooms, a big garage and a bar with full facilities Additionally, the hotel has two large restaurants accommodating up to 600 guests and two meeting Halls, the total investment value calculated from its establishment until 2010 was 12 billion, from 2011 to present the total investment of up to 35 billion Moreover the staffs are experienced, enthusiastic to work and always friendly with everyone Coming to Phu Quy hotel, visitors will certainly be satisfied with service quality as well as the staffs here Phu Quy Hotel is an ideal stop for guests paying a visit to the World Heritage Phong Nha-Ke Bang National Park, Nhat Le beach and other sights at Quang Binh Address: Truong Phap Street, Hai Thanh ward, Dong Hoi city, Quang Binh Province Tel: 052.3810.369; 052.3810345 Fax: 052.3810.369 Email: Phuquyhotelvt@gmail.com 1.2 Overall goal and field of the Hotel The overall goal of Phu Quy Hotel is to develop trading and service activities and increase income for the Hotel and the company It also aims to improve living standard of the staff in company and creates more employment in local place The main field of the business is to provide accommodation service In addition, it organizes domestic and international tours The restaurant, bar, meeting, workshop services are willing to serve customers, in particularly, on the special occasions, such as: symposium, wedding, banquet, meeting and so on Transport services are always available 1.3 Hotel Organization Structure and Management 1.3.1 Hotel Organization Diagram Director: Mrs Nguyen ThiTham Vice-director: Mr Nguyen Ngoc Nam There are 40 staffs in total: Board of director (2 people) Accounting (4 people) Business (3 people) Reception (4 people) Housekeeping (8 people) Rooms (6 people) Maintain (2 people) Food and beverages Guard and electric-water (15 people) (6 people) Restaurant, bar, meeting (7 people) Kitchen (8 people) 1.3.2 Functions and duties * Management Department: They are responsible for overall performance of the hotel - Managing and operating the business of the hotel - Setting out and implementing strategies of the hotel * Accounting Department: - Checking the financial activities of the hotel, including: receiving cash and banking transfer, payment of wages, helping the director to manage hotel finance * Business Department: - Researching the market and finding new sources of customers - Attracting visitors from outside to the hotel - Planning and orient development for the Hotel * Reception Department: This department represents the essence of the hotel Receptionist is the person who works with the guest directly and plays an important role in the hotel She will have four main functions: - Communicating with guests - Setting for guests - Booking and paying the rooms for guests - Dealing with guests’ complaints or problems * Housekeeping Department: - Managing the hotel chambers and the cleanliness of the chambers - Washing and ironing clothes, blankets, bed sheets - Cleaning all the rooms, changing beddings - Maintain facilities, equipment in the Hotel * Food and Beverages Department: - Providing many facilities and services for customers, - Focusing primarily on serving food, drinks in restaurant, meeting room, hall * Guard and Electric-water Department: -Planning schemes to protect labor and working 24/24 hours -Ensuring the maintenance of security and order, protecting the guests’ safety and property - Ensuring to provide enough electricity and water for the whole Hotel - Checking and maintain electric-water system Kind 1.4 Types of rooms and facilities Type 1: Appliances Single room Type: 2: single bed, TV, air-condition, 1automatic heater, fridge, telephone, … Prices 300.000 VND/ a day Kind Appliances Prices Double room single beds, TV, air-condition, automatic heater, fridge, wardrobe, telephone… 350.000 VND/ a day Type 3: Kind Appliances Prices Double room double beds for people, TV, automatic heater, air-condition, wardrobe, fridge, telephone… 400.000 VND/ a day Appliances Prices Type 4: Kind Vip room double bed, 1single bed, 1TV, bathtub, air-condition, automatic heater, wardrobe, fridge, telephone… 700.000VND/ a day The price just apply for the winter and domestic guests, each room will heighten 200.000 VND in the summer and 50.000 VND to foreign visitors • Meeting services: Kind Appliances Prices 2.500.000 VND/ a day Workshop rooms Air-condition, sound and light system, from 60 to 90 seats… Conference rooms Air-condition, sound and light system, modern projectors, from 150 to 300 seats… 10.000.000 VND/ a day Coming to Phu Quy Hotel, you will be served with the enthusiasm and highest quality of services CHAPTER 2: PRACTICAL EXPERIENCE 2.1 What I have done - The first week (17/02-22/02) In the first week, I carried out some following works: - Coming to Phu Quy Hotel to greet the director and present the training decision of Vinh University - Meeting the board of managers to receive training jobs - Learning about the organization structure and management of the hotel, make plans for vocational training process and consult the supervisor teacher - Starting learning the way to work from the receptionist My each day consists of two shifts: - Morning: from 6:30 to 10:30 - Afternoon: from13:00 to 17:00 Every day, I went to the Hotel on time, cleaned the office and prepared tea Then, I started practicing my training job The second week (24/02-01/03) In the second week, I both learned skills and experience by observing and practicing together with the receptionists of the Hotel who are very friendly and enthusiastic to help me In the free time, I usually helped the room staff clean rooms after guests check out The third week (03/03- 08/03) I practiced the training job as a receptionist: - Greeting customers and making reservation for guests by some questions, for example: Welcome to Phu Quy Hotel How can I help you? Which kind of room would you prefer? How long you intend to stay? What short of price you prefer? - - Helping guests to book car or tour tickets Besides, I also helped the hotel’s staff prepare before the regular inspection of the whole company During the practical process, I got some difficulties when dealing with complaint or problem of the guests, such as: guests complain about the price or want to change room, therefore, I had to thank to the receptionists’ help Three next weeks (10/03-15/03, 17/03-22/03& 24/3-29/03) In the three next weeks, I worked as a receptionist with the following duties: - Welcome guests, dealing with reservations and cancellations by phone, email, or face to face - Checking guests into the hotel, allocating rooms and handing out keys - Informing urgently everything to other Departments to ensure hotel’s services - Helping guests to book car tickets, introduce some tours such as: Phong Nha cave, Thien Duong cave - Sometimes, dealing with guests’complaints or problems I’m awfully sorry for that, I’ll speak to the manager and she’ll see to it right away I’ll make a note that Everything will be taken care of… - Answering questions about facilities in the hotel and the surrounding area Sometimes, I talked to foreign guests if having opportunity Two last weeks(31/03-01/04 & 07/04-12/04) In the two last weeks, I still continued my work Also, I collected information, documents, figure for the report and completed the report and handle I had a meeting to thank the manager, the receptionist manager and all staffs in the Hotel for their useful help Thank to them I could complete my training time and get good experiences for my expectancy job The director estimated what I did quite well and some limitation which are needed to overcome She gave her compliment to us for effective works 2.2 New skills acquired and skills improved - It is undeniable that training time in the practical place is very useful to last year students Therefore, each student tries one’s best to get more experience and professional skills to improve oneself I have learnt much during the internship and set out strategies to persuade in the future The first thing I have learnt from staffs in the Hotel is communication skill with customers When communicating with guests, we should ensure eight following rules: Smile when greeting customer Listen to what customer is saying 10 - - Keep eye contact, but don’t stare Make sure to be interested Address the customer by name Don’t interrupt the customer Keep a reasonable distance from the customer, not too close and not too far Always thank the customer when appreciate If we always comply these rules, customers will be pleasant and satisfied, and the communication with guests will be also very successful The second one is computer and math skill I have been accustomed to working with computer The work of receptionist always uses computer to deal with reservation and cancellation by email, fax, check guest into and out to the hotel, or help guest to pay money and so on So I have to use computer and internet proficiently The most common software currently being used for reception work is word processing software like Microsoft Word, spread sheet software like Microsoft Excel It's important to refresh my skills with these basic programs I'm proficient with Microsoft Word, Excel, and Power Point I'm very comfortable using these programs and have a lot of experience doing so I'm interested in learning how to use any other programs as well The third one is solving situations skill During training process, we had to deal with unusual situations with guests at the reception department I think that unsatisfied customers are part of running a hotel It is very important for any hotel to satisfy their customer Well, we generally handled unhappy customers by listening them Unsatisfied customers always want to be heard Therefore, we let them speak first and we tried to solve their problem later If I want to become a receptionist in the future, I should maintain a calm, courteous and professional demeanor at all times and should: Be friendly and cheerful Enjoy interacting with other people Have good communication skills Be patient and helpful And to become a skillful receptionist, I have to: know how to make a first impression on guests learn how to make direct calls with clients correctly and politely learn how to develop strategies for dealing with difficult people and situations learn how to receive guests professionally develop effective listening skills and focus on guests’ care 11 Moreover, I must be flexible when working with foreigners Also, I should prepare knowledge about socio-economy and related fields to answer questions of customers Last but not least is the group working skill Hotel receptionist must also liaise constantly with other departments to ensure hotel’s services Besides, receptionistsin the hotel have to exchange the work together regularly Therefore, they as well as I must have good communication, always be cheerful, patient and willing to help colleagues I think that experience and skills I have learnt in the practice process are very important in the future, it helps me more confident when taking work 2.3 Management techniques observed During working time at the Hotel, I observed and learnt methods and management skills of operation, personnel, finance, equipment, time…etc In terms of Operations Management: to become a good hotel manager, we should: - Set clear operational goals for the three main areas of hotel management: customer service, staff management and finance and control - Obtain accurate and verifiable management information to pinpoint problem areas and improvement opportunities - Maintain a constant presence for support and supervision for staff and customer benefit - Work for balance between the three main areas of hotel management and collaboration and teamwork between staff and management So, holding regular meeting with all members of the staff is necessary and important In terms of Customer Satisfaction: To manage hotel successfully, we should know who our customers are Ensuring the hotel is meeting customers' basic needs for safety and security in a comfortable environment, and then go beyond that with friendly staff, dining services and extra perks We must survey customer satisfaction at every turn to raise the level of awareness among staff and management, also, provide to and require of all staff on-going training in customer service, hospitality, communication and administration We should work with supervisors, staff and customers to create a professional service culture 12 In terms of Finance and Control: Beside customer service and operations, cConsistent professional accounting practices are considered an important strategiesy of the hotel Besidejust as important as customer service and operations, BBbudgeting, inventory control, appropriate staffing levels, cost control and good internal audit procedures will create a foundation upon which to build profits The best operations and customer service practices must be supported by financial controls for profitability Financial reports are completed every month, every year Therefore, financial status is always controlled and adjusted on time In terms of Marketing: It is an useful method to attract customers and : Constant promotion and sales support is the key to successful and profitable hotel management TherebyAlso, we should iImplement pricing policies that are in line with market and seasonal demands; mMake public relations by ta priority for all staff, filtering all opportunities to a public relations manager Taking e advantage of every photo opportunity with local and visiting politicians and famous guests and promoting the hotel’s image on the media; frequently put out frequent press releases for everything from new room service menus to remodeling progress to upgrades of hotel’s amenities and services In terms of Personnel: Hotel personnel should be properly attired Guests always be greeted with a smile People in the Hotel always work by heart, make use of time so as to gain the most effective Each person undertakes a major, so working progress is often promoted Everyone is aware of their duties and responsibilities Especially, there is not working pressure Everyone always help each other The hotel’s equipment (including office machines) is monthly tested 2.4 Class skills employed The practical training is an opportunity for me to penetrate the actual occupation I could be familiar with the career and the application of theoretical knowledge related the specialized training in the university to specific job Thanks to class skill learnt and the practical training, I could shorten the distance between learning and practicing 13 The skills that trained at university are listening, speaking, reading, writing, communication, group working and so on I creatively and flexibly applied all of these skill during my practical process, especially communication skill Beside carring out my training job at Phu Quy hotel, I often read many documents about reception, hotel, tourism which are related to my job in order to enhance major knowledge, skill and applied to the reality So, when I met some problems during my working, I could easier find solutions to solve better Listening skill is also an important skill to me Being a receptionist, I had to listen to customers to understand them and know what they need, and then I could met their needs and make them sastified Specially, a receptionist have to have good speaking skill I used all of my learnt knowledge and skill at university and, the hotel to communicate with guests I always tried my best practice to speak enough clearly and fluency for guests to understand, especially to foreign visitors Besides, gentle voice, polite attitude and respect for customers are the basic principles of the receptionists When studying at university, my teachers often organized my class to learn in groups Thus, I had some experience to work with other members in the reception department as well as the staff in Phu Quy hotel We together shared works, found out the best solutions to deal with difficulties and complete all tasks well In short, the application class skills to my job at Phu Quy hotel was an important part helping me to finish my internship course successfully 2.5 Problems encountered Although I received a lot of enthusiastic guidance, help and encouragement help from school, my supervisor, all staffs of the hotel, and gained some planned goals, I still met some difficulties This is the first time I’ve worked in the hotel environment, I have still lacked major experience as well behavior in life So, the way of understanding and solving the problems haven’t been clearly Moreover, it is a lack of major skill This affected my ability of reacting to unexpected situations For example, when I dealt with guests’ complaint or problem, I had to thank to the help of hotel’s receptionists However, I tried my best to finish given work, and learnt many experience I think that these problems will help me face the challenges in the future I am an English student, if I have opportunity to practice in the foreign environment or having a lot of foreigners, it will be very good for my career in the future However, in Phu Quy Hotel, the number of foreign guests just covers under 10 percent, I could not cultivate and improve my English frequently So, I have to learn and practice myself so much in order to enhance learnt knowledge and to get a good job or succeed in after graduating 14 In order to get a good job or succeed in after graduating, I am aware of that: I need to build up myself the habit of criticizing and self-criticizing Simultaneously, it is necessary to listen to others’ advice and instruction or to ask supervisor, teachers, friends…to find out and develop soon own defect and mistake to develop actively my ability; often update the information; improve of understanding capacity in many fields In addition, it is important to observe, sum up experience from mistake in the job to be confident to communicate with customers, foreigners so as to enhance communication skill or to read documents related to major with the aim of developing the technical terms to learn more and more knowledge to complete myself 2.6 Lesson learned After my own effort and the help of school, department, supervisor, friends, especially Phu Quy Hotel, I have finished practice period Although it was not short but long, I summed up myself valuable lesson Firstly, if we want to something well, we should know exactly whether we have the passion or not, we should choose for ourselves a job which appropriate to our capacities and aspirations as well working environment Secondly, after undertaking job, I think we should try our best, must work hard, learn to observer and learn experience, listen to others’ advice and request help if necessary Therefore, we have to have good communication skill, always help each other, know to share the work of other parts to having good result Thirdly, in my opinion, group working skill also helps us so much, especially to a trainee The aim of group working is to understand the problems deeply, figure out the solution the fastest as well make the relation between staffs in the company better As a result, the working effect will be boosted Especially, being a receptionist, I must respect all people in the hotel, guests, and other people, must go to work on time, and wear neat when working Finally, I would like to say that knowledge is unlimited We have to learn more and more Every field or sector has different features It is difficult to give solution if we don’t know how to receive the problem, don’t understand it clearly I realize that learnt skills and knowledge at school have not met all requirements of society So, for me, the most important thing is unremitting to broaden the knowledge 15 CHAPTER 3: CONCLUSION Two months practicing is over It is such a short period of time but I have vlearnt many usefull things I realized that there always is a distance between the theory and practice They are different Although I prepared carefully everything before, in the job I have my best efforts, beside something well-done such as 16 colliding with real working environment, experiencing difficulties and challenges both in job and life, professional working style… I felt also confused when meeting unexpected situation Some problems happened However, these helped me understand that I have to make effort and learn more and more, improve my knowledge, complete myself in order to be confident enough to compete with others Being a receptionist for two months, I was interested in this job I felt quite comfortable when working That is the job which does’t have much pressure My duties were to complete given works, communicate with guests and contact with other departments in order to ensure the hotel’s services This job also made me more active and flexible I could be confident in the communication and solving some situations in the real life Because, I had to communicate with a lot of peple and guests every day, I had many opportunities to learn new things, enhance knowledge, skill and cumulate experience I think I can become a good receptionist in the future Although, as I said, I still get some difficulties, I always try my best to everything well After graduating, I hope that I could work in a famous hotel where has a lot of foreign vistors so that I could practice my English majors, apply what I have learnt to the reality, also, I could improve and enhance my English knowledge Moreover, I believe that I will succeed in my career Once again, I am greatly indebted to all my teachers of Foreign Languages Department at Vinh University, my supervisor Dr Tran Ba Tien, as well Board of Directors of Phu Quy Hotel, the reception manager- Mrs Nguyen Thi Le Quyen and all staff working here for their suggestions, supports, and useful advice I hope that in the future, the department will train many excellent students contributing to the development of the country Phu Quy Hotel will be more successful and expand trade not only in the local but also in the country and become one of ideal stops for visitors arriving to Quang Binh This report is the result that we achieve from the practice period Because it is far from perfect, I welcome all comments and criticsms that can help to improve the report Thank you very much! 17 RECOMMENDATIONS Throughout learnt things, I have some suggestions so that the teaching and learning program can be improved with the aim to help students have more skills, avoiding the simple mistakes in the practicing time as well the job in the future Firstly, it is important to train according to the system of sub-divided and diversified subjects clearly This helps students have many opportunities to option and meet the demand of reality The school and department need to give students favorable conditions practicing in the different environments that accommodate with learnt majors Secondly, students need to trained and practiced with native foreign teachers more Apart from class hours, students need to have extracurricular activities with foreign teacher to familiarize as well improve communication skill in the life Furthermore, facilities and support equipment need to be equipped completely For example, there should be more English material of hotel, tourism and business for students study and search the information Finally, for the practical places, they always help students in practicing their jobs as much as possible and believe student’s ability in works so that students could have permission in taking part in some suitable works These suggestions above are my hope in particular and all of students who is going to graduate in general But I think that the most important thing is your own effort I hope that after leaving the school, everybody has enough knowledge to meet the society’s need and have a good job 18 TABLE OF CONTENTS 19 ... National Park, Nhat Le beach and other sights at Quang Binh Address: Truong Phap Street, Hai Thanh ward, Dong Hoi city, Quang Binh Province Tel: 052.3810.369; 052.3810345 Fax: 052.3810.369 Email: