Báo cáo thực tập tốt nghiệp tiếng anh (14)

PART A: INTRODUCTION In the context of global economy, Vietnam is making the biggest effort to keep with rich countries and to become a great nation in the world Today, with the development of national industrialization and modernization, tourism has become one of the key industries bring major cultural and economic values to Vietnam Vietnam tourism is increasingly developing and plays a big role in Vietnamese economy This has resulted in establishing and improving many tourism companies in Vietnam Recently, Vietnam’s integration into WTO has opened a big door for development of sectors in Vietnam, especially in tourism sector The development of tourism not only helps the country become more powerful but also helps to develop the country’s culture Now, I’m living in Vinh city, Nghe An province and I am a student of Foreign Language Department Being aware of the importance of tourism, I chose to practice in the reception in Huu Nghi hotel to study for some of the following reasons Firstly, when practising at the hotel, I will have opportunity to observe, work and study in the department of the hotel I can observe business activities in hotel and have the opportunity to serve many kind of customers This help me strengthen knowledge that learned from theory Secondly, practice process helped me have the experience about professional skills, improve language, communication behaviors and get experience for my work later PART B: I DEVELOPMENT Overview of Huu Nghi Hotel Position and Level of Huu Nghi Hotel Huu Nghi Hotel is a reliable address as "your home" when you visit Vinh City, Nghe An province – home land of Ho Chi Minh president Huu Nghi Hotel is located in the center of the city, in financial - commercial complex; 500 m far from train station and bus station respectively, km far from airport, 12 km far from Kim Lien relic area where there are mother’s village, father’ village and Hoang Thi Loan tomb – mother of Uncle Ho; especially to the east nearly 15 km far from Cua Lo famous beautiful beach Huu Nghi hotel has 75 luxurious rooms satisfying standards of three stars hotel of which there are 44 standard rooms, 29 superior rooms, 02 special rooms (suite) Hotels has a good restaurant system with big, small and medium dining rooms; meeting rooms with capacity of over 1,200 seats of which Sao Mai hall, Dong Nam A restaurant and meeting room No1 have 600, 400 and 150 seats respectively All are equipped with good light, sound system, air- conditioners and moderm conveniences Employee staff is professional, experienced and rich in hospitality Huu nghi Hotel is an ideal choice of honored guests when you are arrive to Nghe An - homeland of Uncle Ho Chi Minh * Address: 74 Le Loi - Vinh City - Nghe An province – Viet Nam * Telephone: 038- 3844.633- 3842.492- 3842.320 * Email: Fax: 038-3842.813 ks-huunghi@huunghina.com.vn * Website: http://www.huunghina.com.vn * Director: Ho Dang Tuan Telephone: 0913.056.347 Establishment and Development History Huu Nghi hotel is one of six unit members of Huu nghi Tourism Joint Stock Company of Nghe An It was founded in 1972, many years of experience in the catering industry, commerce and services Huu Nghi hotel started to build in1998 based on No 255/1988/ QD-TTg, on 30/12/1988 After 23 years, Huu nghi hotel becomes an attractive place for many tourists inside and outside In 2007, Huu Nghi Hotel was improved to become 3-star hotel standard with cost 10 billion Huu Nghi hotel has become more and more developing and got a high results The number of tourists every year increases strongly from 17.000 tourists in 2002 to 36.000 in 2010 The total of benefit is more than 10 billions Morever, Huu Nghi hotel has greeted many representative groups of Party and State as well as many international groups To meet the tourists’demands, Huu Nghi hotel always improves service quality, as well as improves management level Especially, Huu Nghi hotel has opened many new tours to many famous places Organization Framework Director Personal Marketing Business Restaurant Managing Department Department Department Reception Ranges of Activities The Huu nghi hotel specializes in activities as following: Hotel, restaurant, trade and service - Trade in food, technology, tobaco, wine, beer, sugar, milk, candy etc - Direct exporting tea, foodstuff, peanut, etc - Importing breeding animals, equipment, means of transport, machines Provides laundry & cleaning service; produce & supply of toothpaste, soap, tooth brusher for hotels and restaurants; Other services: printing, cleaning office space, motorcycle renting etc Room Types and Rates: Huu Nghi hotel has 152 bedrooms equipped with a remote controlled air-conditioner, a refrigerator local and satellite-cable TV facilities, will make the guest feel very comfortable during their stay here There are room types: single and double with different rates Room rates: Room Rates (in US$) II Room Type Single Double Breakfast Superior 25 28 Included Deluxe 29 33 Included INTRODUCE ABOUT RECEPTION IN HUU NGHI HOTEL The Importance of Reception in Tourism Activities As we know, reception plays a special important role in tourism services as well as attracting tourists The more tourism develop, the more important reception is The receptionists are the visible representatives of the hotel They therefore have a lot of responsibility on their hands Anything that goes wrong in the hotel is considered the receptionists' fault, and this is often true Good planning and preparation on behalf of this department leads to less complaints and more satisfied returning guests Reception is where the hotel is coordinated They are the ones that know how many guests are in the hotel, how many are coming and how many are leaving at all times Arrangements must be made to accommodate everyone appropriately or complaints from guests will be justified If a guest needs anything, they go to reception first For this reason, the reception staff must be informed of everything that happens in a hotel The receptionists are the image of the hotel in the eyes of the guests, especially A good receptionist will make you feel comfortable in your "home away from home" There are many times when we don't even see the guests during their stay -save for giving them their room key on petition, but others go to reception quite often, because they need advice on touring the area, have a problem, or just need someone to chat to There are very few times when receptionists in bigger hotels have nothing to it's a misconception that they are only there to hand out keys and listen to complaints Reservations are handled, overbooking must be controlled and accounting must be done You need to know which rooms are ready for your guests, which rooms need to be repaired, repainted, and so on Receptionists are in constant contact with the maid service and maintenance mainly to ensure everything is just right before guests arrive Besides, receptionists are both shopkeepers and psychologists…Thanks to them, the tourists will feel comfortable and peaceful as if they are in their hometown In short, they are regarded as image of the hotel Huu Nghi hotel’s prestige to the tourists is mainly based on them Because of such important roles, reception is always the first concern of the managers in the hotel Reception Department of Huu Nghi Hotel Huu Nghi hotel reception department consists of some main parts as following: - Reservation - Reception - Cashier - Switchboard Operator - Guest Relation Duties of Reception in Huu Nghi hotel A receptionist is a person in an office administration and support position Their work is usually perfomed at the front desk of an hotel In most cases, they are the first people who contact with the customers Their primary responsibility is to greet incoming visitors and callers One of the main duties of a receptionist is to receive visitors coming to the company Every person that comes to the organization, first goes to the reception area So, the major duty of the receptionist is to greet the person and answer all the queries he has While answering the queries, the receptionist should be polite and have a smile on her face This is a part of receptionist duties and responsibilities She should also follow job etiquette such as not indulging in long or personal conversations with visitors, being present at the desk at all times, during working hours, etc She should also have complete knowledge about the company and its employees Next on the list of the duties of receptionist is answering telephone calls While answering any call, the receptionist has to be professional and follow t etelephone etiquette She should maintain a polite tone of voice, and keep the length of the call as short as possible She has to monitor the call, and direct the caller to the concerned employee For this, she should be wellversed with the extensions of the employees If the concerned employee is not present, the receptionist should note down the name, and the message of the person on the phone, and deliver the message as soon as possible to the concerned person An organization gets thousands of calls every day, so it is necessary for the receptionist to be very efficient in her work The receptionist duties and responsibilities also include paperwork Most of the organizations maintain visitor's register The receptionist has to make sure that every visitor fills the register She also has to keep track of all the people who visit the organization She also has to deal with data entry and workplace communication There are some more duties of a receptionist such as setting appointments, faxing, maintaining decorum in the lobby, keeping a check on the visitors and inform the authorities if there is something suspicious, etc Another important duty of a receptionist, in service organizations like hotels, spas etc, is to collect fees The receptionist should be careful while collecting cash and maintain a record of how much money she has collected throughout the day III PRACTICE PROCESS My Activities during the Period During my practice process, from 21/2/2011 to 17/4/2011, I have chance to practical tasks of a receptionist Receptionist’s task is divided in to many different works I was assigned to some concrete works as following - 21/2: Meeting the hotel staff - 21/2- 23/2: Receiving job - 23/2 – 17/4: Practicing - 23/2 - 3/3: Practicing at Reservation part + receive the information of guests when they ask for reservation: name, address, phone number + determine the empty rooms of hotel + agree and convince customers to book room + provide information about rooms to guests - 4/3 - 14/3: Practicing at Reception part + prepare registration dossiers for guests before arrival + welcome guest + determine the period of stay of guests + provide all information requested by guests + handle emergencies + preserve the key and assets of the guests + provide the information to guest when they ask - 15/3 – 25/3: Practicing at Cashier part + updated revenue and expenditure of guest + collect money when guests pay + exchange money for guests + preserve cash collected + report sales - 26/3 – 6/4: Practicing at Switchboard Operator part + answer telephone calls and transfer to guest + receive and transfer messages to guest + provide information of services inside and outside the hotel for guests + help guests make the phone call + record telephone calls and international long-distance calls - 7/4 – 16/4: Practicing at Guest Relation part + welcome guests + examine rooms for guests + organize trips for guests when being requested + help guests send mail, packages, fax or purchase newspapers, magazines + book train or plane tickets for guest + book a table for guests in restaurants + receive and resolve guest's complaints + provide all information requested by guests + take care of guests + reference guests about hotel services - 17/4: Summing up the practice My job starting time was 7.am and closing time was 4:30 pm Experiences After practicing nealy months, I have learned some valuable experiences as following: Firstly, I have practiced theories that I learned at the lecture as well as have known much more about reception job and its important role in the operation of the hotel During the practice period, I observed directly many situations and additional situations in work At the same time, I also witnessed directly how to solve them This helps me to equip more knowledge so that I can deal with problems better in the future Besides, when doing practical works, I fell that I’m more confident when standing in front of a crowd and work smoothly without embarrassment Secondly, when practicing at Huu nghi Hotel, I had many opportunities to meet and communicate with foreigners Everyday, there are about foreign guests coming and staying here The hotel manager arranged me to contact with them and gave me chances to practice English specialist skills which I had learned at university such as: guiding guests to check in or check out, carrying out transactions with guests in English It was really a good method for me to practice speaking and listening skill Thirdly, I think this job help me a lot in making my conversation skill better Then I didn’t have the any working experience before, so it helps me very much to encourage me for future jobs One thing that I really learned very much was standing on the reception, it was difficult for new comers, and there I just experienced how to check- in and check-out our customers Difficulties During the process of practice in Huu nghi hotel, besides advantages I also encountered some problems when working there Firstly, because of lacking reception skills, I have some difficulties in servicing the tourists I lack of some necessary skills: • The ability to vary the approach depending on the guest • Patience and tact • The ability to stay calm under pressure and multi-task • Problem solving skills • The ability to use computerised technology • A methodical approach to the work • Accuracy and attention to detail Secondly, because of lacking many terms in tourism field, it’s very difficult for me to convey all the meanings for the foreign visitors to understand So, sometimes, they misunderstood Suggestions Through difficulties that I encountered when practicing in Huu Nghi hotel, I have some suggestions for the Department as following I think that the Department of Foreign Languages should give students more tourism terms so that students are more confident when they express their thinking to the foreign visitors Besides, the Department also should prepare completely some skills for students such as: reception skills, tour guide skills…Because these skills are very important for students in Foreign Language Department who are specializing in tourism sector 10 PART C: CONCLUSION Practising in Huu Nghi hotel was a great opportunity for me The experience I have got is huge and useful Skills I get learned will give me the chance of future personal and professional growth Advantages and disadvantages of this experience made me stronger in work and more flexible After months practising at Huu nghi Hotel, I am really much more mature months was not a long time but for us, it was an useful period I had chances not only to practice professional skills but also to improve knowledge there Thanks to this practice, the distance between theory and practice was shortened, the dry knowledge was lively realized in fact It is really an interesting and effective way to acquire knowledge I luckily was practiced in an advantageous environment The Huu Nghi hotel staff guided and helped me complete my tasks with all their heart Let me thank all of them Especially, we would like to express my gratitude to all Lecturers of Department of Foreign language- Vinh University They teach us with all their heart and give us opportunity to practice at Huu nghi Hotel Because of the limited knowledge, our report may exist a lot of mistakes So I hope to receive the comments from the Lecturers so that it can be more perfect 11