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VINH UNIVERSITY DEPARTMENT OF FOREIGN LANGUAGES STUDENT INTERNSHIP REPORT Supervisor Student’s full name Student’s ID Class : Mrs Vu Thi Viet Huong : Tran Thi Thuy Ha : 1057518076 : 51B3 Nghe An, April 2014 VINH UNIVERSITY DEPARTMENT OF FOREIGN LANGUAGES TRAN THI THUY HA STUDENT INTERNSHIP REPORT Nghe An, April 2014 ACKNOWLEDGEMENT For the completion of this internship, I have been fortunate to receive invaluable contributions from many people First of all, I would like to express sincere thanks to my supervisor, Mrs Nguyen Thi Lan Phuong who has contributed to my success in the internship for her advices and enthusiastic instructions Secondly, I would like to thank all my teachers at the Department of Foreign Language, Vinh University for the helps and guidance that they have gien me Thirdly, I owe my gratitude to all staffs in International Travel Center NgheAn Tourism joint-stock Company, where I took my internship for their assists, hospitality, and friendliness In particular, I wish to give my special thanks to Mr Ta Khac Uyen, Mr Truong and Phan Thi Van Anh for their instructions and counsels on my works Finally, this dissertation would not have been possible without my fellows and my family who were always beside me They supported me a lot during this internship Nghe An, April 2014 Nguyen Thi Thanh Nga TABLE OF CONTENTS PART I: OVERVIEW OF THE COMPANY’S ORGANIZATION 1.1 Name and Address of Company 1.2 Missions & Functions of Company 1.3 Structure of Company 1.4 Summary of the duties and responsibilities performed by the intern of Company PART II: PRACTICAL EXPERIENCES 2.1 What I have done 2.2 New skills acquired and skills improved 2.3 Management techniques observed 2.4 Classroom skills employed 2.5 Problems encountered 2.6 Lessons learned PART III: CONCLUSION PART IV: RECOMMENDATIONS PART I: OVERVIEW OF THE COMPANY’S ORGANIZATION 1.1 Name and Address of Company I practiced at Nghe An Tourism Joint-Stock Company – International travel center located at no Bong sen tower 39- Quang Trung Street- Vinh city- Nghe An province Abbreviation: Natour Certificate No: 2900325639 Phone Number: (84-38) 3844692 – (84-38) 3835476 Fax: (84- 38) 3844825 – (84-38) 33843635 Email: ngheantour@.vnn.vn Website: www.ngheantourism.net 1.2 Mission & Functions of Company The company was established on July 15, 2005 It was granted a license to operate multiple functions business including: Domestic and international travel, transportation of domestic and international tourists, travel services business, office leasing and finance and purchasing food technology, personal and family belongings, metals, agricultural products It was the first company in NgheAn Central and Northern provinces licensed about international travel During the operation and development of the company, the company’s function is "Travel business is leading mission-critical" The company organized thousands of tours from Laos – Thailand for tourists to visit Vietnam and vice versa The company organized many delegations of Ho Chi Minh City - Ha Noi - Thanh Hoa - Ha Tinh - Hai Phong - Nghe An arriving Laos and Thailand Up to now, travel operations of company always are effective in area The company had good trained tour guides who are young, enthusiastic They have professional skills It helps the operation of the company develop In recent years, travel operations of the company have reached good achievements Annual revenue reached high growth rate, interest rate accounted for 60% of the market in Nghe An In addition, the company concentrated in improving the quality and effectiveness of other travel services such as hotel, restaurant and commercial business They were Song Lam Hotel, Bong Sen Hotel and some other Departments 1.3 Structure of Company Annual general meeting General Assembly Board of Supervisors Executive director board Business Department Bong Sen Hotel Organization– Administrative Department Quang Trung Restaurant Song Lam Hotel Executive relationship Supervision relationship Functional relationship The Staffs: - General Director: Nguyen Duc Hien Accounting - Finance Department Venture Fashion store Wholesale stalls - Chief Personnel officer: Nguyen Tien Thanh - Director Centre for International Travel: Ta Khac Uyen - Deputy Director of international travel: Phan Dinh Nho - Business Managers: Hoang Van Truong - Domestic tourism leader : Phan Thi Van Anh - Tourist heads overseas : Dao Van Ngoc - Marketing head : Ho Van Ta - Tour operator: Nguyen Thi Thuy Duong - Sales and Marketing: Tran Thi Huyen Trang * GLP (Golden Lotus Plus) center: - Director: Dang Thanh Tam - Domestic tourism leader: Nguyen Van Hien - Market leader: Nguyen Xuan Tung - Tour operator: Le Thi Tam - Sale- Marketing: Tran Thi Huyen Trang 1.4 Summary of the duties and responsibilities performed by the intern of Company It was my honor to take my internship when I practiced at Nghe An Tourism Joint-Stock Company I practiced at Travelling Group My duty at market segments was a Tour Guide, Sale- Marketing and Secrectary I received and recorded information of customers, shared specific information such as: name, age, address, tours, and price and investigated customer ideas about the quality of the tour Sometimes, I was notified to accompany the delegation in some short tours in a few days to learn more about business travel and tour guide PART II: PRACTICUM EXPERIENCES 2.1 What I have done I took my internship at International Travel Center - Nghe An Tourism Company from February 17th, 2014 to April 14th, 2014 I worked in the Center of International Travel - Firstly, in my internship process, I met Mr Ta Khac Uyen (the director of international travel centers) to know more information about the company where I took my internship And then I was introduced to Mr Hoang Van Truong (Business Managers of center) who guided me during my internship time He guided me to know about how to work of this center Furthermore, I attended some talks of the staff of the center I also learnt some specific works in the center Besides, I received the previous contracts the company to reference I worked as a tour guide I joined some tours such as Thanh Chuong – Quang Binh- Quang Tri- Thanh Chuong, Vinh – Tran Temple – Hung Temple – Vinh  Day Thanh Chuong – Quang Tri At 6:00 The Tour guide and driver picked 70 members of Agribank of Thanh Chuong district up at Thanh Chuong and start a trip to Quang Binh, Quang Tri provine - Firstly, we come to Uncle Giap tomb at “Vung Chua- Đao Yen” and had lunch at Huong Giang restaurant in Dong Hoi -Quang Binh 1.30 pm I took tourists to the ancient citadel of Quang Tri where occurred the battle of 81 days and nights of Quang Triʹs army to protect it - 6.00 pm I took delegation to visit Dong Ha market to buy products which were made in Thailand -7.00 pm, we came back Medely hotel- Dong Ha, had dinner, checked in and rest  Day Quang Tri- Quang Binh – Thanh Chuong - 7:30am, we visited Truong Son cemetery, insensed to memorize heroic martyrs who sacrificed everywhere Truong Son road to protect country in general and to protect Quang Tri in specific in during the war against America years - 11.00am, had lunch at Thao Nguyen restaurant at Phong Nha – Ke Bang - In the afternoon, we visited Phong Nha cave, sightseeing, and took photos - 5:30pm, we came back Thanh Chuong - 10.00pm, said goodbye tourists Ended of the trip Vinh – Tran Temple – Hung Temple – Vinh Day 1: Vinh – Tran Temple - At 6.00 am: The guide picked up at Vinh - At 7.00 am: We had breakfast at Muong Thanh Hotel in Dien Chau District - and started to Nam Dinh At 12.30 am: Had lunch at Hoang Mai Restaurant in Ninh Binh City Then - came to Nam Dinh to visited Tran Temple At 14.30 pm: We went to Hung Temple - At 18.30 pm: We arrived at Green Hotel in Viet Tri City, Phu Tho province, check in and rest Then had dinner at hotel’s restaurant Visited freely Day 2: Hung Temple – Vinh - At 7.00 am: Checked out and had breakfast at Green hotel’s restaurant At 8.00 am: Went to Hung Temple At 11.45 am: had lunch at Minh Trong restaurant After that returned to - Vinh – Nghe An At 7.00 pm: Had dinner in Nghia Dan District At 10.00 pm: Broke up tourists and ended tour I worked as a sale- marketing I went to many places in Ha Tinh province to introduce customers information my company about tours, services, products, prizes, etc I signed many contracts such as: Tourism contracts with Agribank at Thanh Chuong district, Ha Huy Tap high school in Vinh, Hatico group in Ha Tinh city Car renting contracts in Huong Huong Son and Can Loc district in Ha Tinh Besides, I also worked as a Secretary in company I consulted tourists when they are necessary, prepared things for tours such as: hats, mineral warter bottles, etc,typied , printed documents, contracts, tour programmmes, sent and received emails, faxes for tourists I signed many tours for my company for example: NGHEAN TOURISM JOINT- STOCK COMPANY INTERNATIONAL TRAVEL CENTER Address: No 39 – Quang Trung Stress– Vinh city – Nghe An provice Phone number: 038.3.844.692 – 3.835.476 Fax: 0383.843.635 Email: ngheantour@hn.vnn.vn website: ngheantourism.net Travel programe 2014 Time: DAY DAY 5days/ nights Transportaion: Vietjest air THE TRIP vinh – DA LAT SERVICE Have lunch and dinner 6h30am Car and Tour guide of NA – TOUR – Nghe An tourism jointstock company pick delegation up in Vinh and start the trip to Vinh airport , Vietjest air take tourists to Da Lat at 05am – arrive in Da Lat at 9.35am The tour guide takes you to the central of the city, have lunch at restaurant Check in and rest In the afternoon: visiting Truc Tam Zenmonastry and Da Lat Flower Park with thousands of colourful ,the tourists can see a lot of flowers everywhere- on the stresses, windowns, houses … visting and taking photos at Xuan Huong Lake In the everning, The tourists can go freely in fog city at night Truc Tam Zenmonastry DAY DA LAT –NHA TRANG After having breakfast, 7.00 am, the tourists start to Nha Trang Beach At 12.00, the delegation have lunch at restaurant along the right way in the afternoon, coming to Nha Trang , check in and rest, Tourists visit Vinpearl land– A beautiful Island where was held Miss contest in 2006, miss VietNam and remarkable cutural events in VietNam The tourists have opportunity to enjoy delicious foods and sightseeing beautiful landscape in Nha Trang Beach in the height of VinPearl Land Carbin –the longest ones over the world Resting in Nha Trang DAY VISITING NHA TRANG – DA LAT Have breakfast, lunch and dinn Nha Trang Bay Have breakfast, lunch and dinne After having breakfast, 7h00 am, tourists start to Thap Ba Ponagar And then come to Long Son pagoda – is the oldest ones in Nha Trang city, buy souvenirs at Dam market or swim at Thap Ba swimming pool etc Having lunch at restaurant In the afternoon, Car and tour guide will take you to Da Lat city, check in, have lunch and rest there After having dinner the tourists can enjoin Can wine and take part in the space of gong culture in the central highlands Resting in Da Lat city Tri Nguyen Acquarium DAY TRAVELLING DA LAT In the afternoon, after having dinner, Driver and tour guide take you to the Valley of Love- is the one of the most romantic spots in Da Lat, visit Bao Dai’s summer Palace- located in Trieu Viet Vuong stress, was built Have breakfast, lunch and dinn in 1933 – was made of three imperial buildings with the part called Dinh III being the best known and most visited The tourists can visting Datalan wartefall – is an adventurous place, the landscape is very beautiful and spectacular Having lunch at restaurant In the afternoon, the tourists visit to golden Valley- Tourists visit the space of garden with poetic names such as: “Quite Garden”, Do Quyen waterfall…etc after finishing visit , the tourists come back to hospital ,check in and rest Having dinner at restaurant In the everning, the tourists go shopping freely at Da Lat night market Day DA LAT – VINH The Valley of Love Have breakfast 6.00 am, Having breakfast, Checking out Driver and Tour guide take the tourists to Lien Khuong airport – Da Lat at 10.00am, Getting on the plane (Vietjest air) 11.45am, coming back to vinh Saying goodbye tourists End of the tour! Seeing you again The space of Gong Culture in th Central Highlands Package prize for one tourist 7.000.000.VND/ pER  INCLUDING: - The car has air- conditioner- new branch - Staying in or star hotels, central of the city, (double room - guests/ room) - Meals acoring to the program: (230.000vnd/ person/ day) -Travel ticket at sites (one time) - package ticket - entering gate tickets, taking part in activities in VinperLand.500.000vnd/ per - Tour guide serves the whole trip -Mineral Warter (a bolt / guest / day) -Travel insurance (15.000.000vnd/ per/ in an accident) - Air ticket Vinh – Da Lat – Vinh (Vietjest)  NOTE: The Chirldren from to3 years old: free (eat + stay with their parents) The Chirldren from to years old: couting a half (eat and stay on their own) 10 years old and more than: couting like a dult 2.2 New skills acquired and skills improved I improved many my skills in my internship process at International Travel Center - Nghe An Tourism Joint- Stock Company First of all, I improved communication skill This is very important As we known, communication skill is indispensable elements for all fields This factor is very important to everyone in general and tour guides, sale –marketings in specific This shows how to be the smooth transaction and travel guides, introduce about the company, tours I worked as a tour guide and vice tour guide for tourist travelling the tours Communication skill was very neccessary for me in contacting with the customers Furthermore, I improved business skill I was guided some works by Mr Uyen and Mr Truong When I met customers to introduce about the company and to sign contracts, I had to notice my appearances and gestures I had some difficulties at the beginning because it was the first time I did these works But I gradually became confident and achieved many successes Besides, I improved public speaking skill Because of during my internship time, I talked to many people: tourists, custormers I stood in front of many tourists to present information when I guided tours So I had strong voice, good internation and gesture In addition, I improved my translation skill I translated some tour programmes including domestic tours: Vinh – Pu Mat national park; Thanh Chuong – Quang Binh – Quang Tri – Thanh Chuong and international tours: Vinh- Vientience- Vinh I also improved my vocabulary through translating them Translation in tourism field is not easy It is complicate progress which involves many steps Therefore, I also learnt the steps of translation Steps in translation are establishing project, exegesis, transfer and initial draft, consultation, final draft Besides, I also improved calculating skills This is an essential element It is very useful for me When I went to market or guided tours, I had to design many tour programmes which suitable for touristss̓ demand, time, money So one of the most necessary things to become a sale – marketing is rapid and accurate calculating I can count money for renting car, meals, hotels, etc In addition, I studied management and dealing with some problems skills that may happen As we known that, I had to manage all tourists in my tours We can not avoid some problems which may happen by accident such as what should I when lost way, miss time One of the most impotant things to tour guides and marketings were clever and intelligent Finally, I improved some living skills I understood more others’spsychology I got more sociable, friendly, and boandened my relationship with society Besides, I also learnt how to fix some simple errors of some machines such as: computer, camera, printer, fax machine 2.3 Management techniques observed Joint-stock enterprise is a popular typical model of market economy The organizational structure of management in the company is clear separation of powers among parts It depends on the proportion of each shareholder's capital I learnt management efficiently Each employee has a different work schedule, most of the time they spent to work, although they are rarely encountered in the company The heads of departments manages their employees through their own work schedule Besides the strict management, board of directors is very close to the staff, especially for new employees and internship students They are present immediately when employees have any difficulty Through the management employees in company, I realized that the use value of each worker depends on the good management In fact, I had many experiences in management techniques They will be useful experience with me for my job in the future 2.4 Classroom skills employed I was very lucky and proud when I had the practical working experiences under guidance of experienced director of the center and profesional tour guides in the company I studied many things from them I knew how to be successful First of all, I applied the knowledge about tourism (English for tourism) I used many specialized terms in the field of tourism I knew how to choose and use the suitable, formal language, when I introduced about destinations to visitors Secondly, I used what I have learned in the lecture at Vinh University to work I applied such skills as reading and writing I read many documents, designed tour programmes Morever, I also applied public speaking skill to present information about places when I guide tour, meet customers to consult and sign contracts I should be confident and have strong voice, good internation, clear purpose, careful preparation, time allowance, body language Besides, I applied knowledge about tourist sites in Lao and Thai Lan what I knew through Lao and Thailand’s students whom I was tought Vietnamese in an international volunteer programe to give out information about Lao and Thailand tourism for customers In addition, I also used such skills as listening, speaking and interpreting I worked as a vice tour guide for an outbound tour I had to listen and speak with the foreign tourists I interpreted for them to understand about necessary information when they travel in Vietnam I concentrated my mind I also did note taking and used a small paper to write main words of sentence when talking with foreigners It was easy for me to interpret, Furthermore, I applied the knowledge about Bristish and American study which studied in Vinh University last year Understanding Vietnamese and American culture, I easily interpreted the things relating to two nations' culture Finnally, I applied my note taking skill and short-term memorize skills This was easy for me to for instance using signs, symbols, abbreviations and keywords 2.5 Problems encountered I practiced at International Travel center- NgheAnTourism joint-stock Company I met many difficulties in my internship period First of all, I had difficulties in lacking of new words about tourism, lacking of information about tourist sites In fact, I had to use the dicnationary and search on the internet much to become a tour guide and sale- marketing in company Besides, I also had to study much experience from my boss and other tour guides in this company Secondly, I hadn’t many opportunities to work because the time for my internship was short As we known, to become a good tour guide, sale- marketing or secretary we need a lot of experience Finally, I had to work in a complex group It was very difficult for me to understand each department, and employee’s works in the company, a reasonable time for each person in the group To sum up, I had many difficulties in internship period I promise by myself that I will study harder to obtain my objectives in translation and interpreting 2.6 Lesson learned First of all, I leant how to become a good tour guide A good tour guide should select suitable language to introduce and explain to visitors about the cultural heritage and nature of a particular region which were recognized by authority If you want to be an experienced tour guide, I should create many opportunities to demonstrate my capabilities To become a tour guide is not easy You should adjust to your work much, often get away from home, especially you usually work on holidays and special days Morever, I knew how to become a good Sale- marketing To become a successful marketing, the first step, you have to have information finding skill to develop your market (understanding about general market, your customer’s demand, other competitive companies in the market) The second step, you have good communication to build good relationship with customers And one of the most important things of sale- marketing is convincing skill You have to convince the customers to come to your company Besides, Becoming a professional tour guide and good marketing, you had to have a lot of important factors The first thing is passion, have a good voice, proficiency in foreign languages, especially having speaking many languages The second thing is hard working, non-stop studying and always geting along with everyone The third thing is real intelligent, quick and clever to deal with some problems which may happen during you guide tour Besides knowledge and skills as mentioned above, you need to have good health You have to go to many places with different weather If you not have a good stamina, you will not be able to continue your work Finally, I had many experiences about the sides in tourism You should have many new words in all fields Moreover, you should take care yourself to ensure having a good health It will help you finish your work well PART III: CONCLUSION In my internship process at International Travel Center – Nghe An Tourism Joint- Stock Company, I have learned many useful things that I have ever known before It was considered the most meaningful time period for me First of all, I learned how to talk and work with customers through guidance of travel and marketing I had to have different behaviors to work effectively Secondly, I learned how to work as a professional Tour Guide, good SaleMarketing and Secrectary I knew that it wasn’t easy to reach this but I believed that my passion and non- stop studying will bring me successes in the future Fourthly, I knew how to choose and use suitable and formal language to introduce tourist sites to visitors Fivethly, I improved many my skills such as communication, presentation, convincing ,counting skill etc, especially I became more intelligent, active, sociable and more mutural I boadened my relationship, understood more about tourism, politics, cutrure, societ, etc Sixthly, I had some practical working experiences under guidance of an experienced director of international travel center and good tour guides and knew how to be successful in translation and interpreting Finnally, Lesons, experiences and advices from Teachers in university were useful for me I applied them much in my internship process In conclusion, this internship process was very useful for me It helped me to understand more about tourism and tour guide, sale-marketing and secretary s’ works and to improve translation and interpreting skills PART IV: RECOMMENDATIONS I am very happy and proud to be a student of the Department of Foreign Languages - Vinh University Teaching staffs in the department are experienced teachers who have effective teaching methods, receive the support of the majority of students I have learned so many useful things from teachers However, with the later course, as conditions grow more social, teaching methods for students should also look more into realistic Besides, Vinh University should link with more companies in which have good conditional for students to take their internship, to study effectively and have oppinion to show their capitalities Moreover, department of foreign languages should be more widen in teaching translation and interpreting by the way having more chances for students to practice with the foreigners living in Vinh city It will help students have good communication environment and be more confident Finally, the internship students should be more confident in their works and Internship students should like official workers in that companies  ... Thanh Chuong – Quang Binh- Quang Tri- Thanh Chuong, Vinh – Tran Temple – Hung Temple – Vinh  Day Thanh Chuong – Quang Tri At 6:00 The Tour guide and driver picked 70 members of Agribank of Thanh... some tour programmes including domestic tours: Vinh – Pu Mat national park; Thanh Chuong – Quang Binh – Quang Tri – Thanh Chuong and international tours: Vinh- Vientience- Vinh I also improved my... Vietnam and vice versa The company organized many delegations of Ho Chi Minh City - Ha Noi - Thanh Hoa - Ha Tinh - Hai Phong - Nghe An arriving Laos and Thailand Up to now, travel operations