GENERAL INFORMATION ON THE PRACTICE SITE

INTERNSHIP REPORTStudent’s name : Vuong Thi Thoi Date of birth : 16-02-1999 Department : Faculty of English Internship Site : Mandila Beach Hotel Internship Period : From February 20 th

DUY TAN UNIVERSITY FACULTY OF ENGLISH

INTERNSHIP REPORT

Student’s name : Vuong Thi Thoi

Date of birth : 16-02-1999

Department : Faculty of English

Internship Site : Mandila Beach Hotel

Internship Period : From February 20 th to March 7 th , 2021

SUPERVISOR: TRAN THI NGOC TUYEN, M.A

DA NANG – March 2021

TABLE OF CONTENTS

ACKNOWLEDGEMENT 1

PART I: GENERAL INFORMATION ON THE PRACTICE SITE 3

1.1Overview of Mandila Beach Hotel 3

1.2 An introduction to Front Office Department in Mandila Beach Hotel 6

PART II: JOB DESCRIPTION 8

2.1 Position and responsibility 8

2.2 Detailed job description 10

PART III: PERSONAL EXPERIENCE FROM INTERNSHIP 17

3.1 The personal advantages and difficulties in the internship process 17

3.2 Personal experience 18

PART IV: SUGGESTIONS FOR PRACTICE SITE AND UNIVERSITY 20

4.1 Suggestions for the Internship Site 20

4.2 Suggestions for Foreign Languages Department 20

SUPERVISOR’S COMMENT 22



At the end of the 6-week internship, I learned a lot of experience inapplying the knowledge learned at Duy Tan University As a result, thepractice in the real work environment helped me feel that I am more matureand more confident The time to practice at the hotel is not long and I met alot of surprises when I first entered However, I improved and accumulated alot of professional and practical experience with the help and dedicatedguidance from the hotel manager and the receptionists in Mandila BeachHotel The internship time at the hotel helped students like us get used to realwork and therefore, we are more confident when we start leaving school andwork at agencies and organizations in society

First of all, I would like to express my deepest gratitude to EnglishFaculty Thanks to the department, I had the opportunity to be an intern inMANDILA BEACH HOTEL, thus I could apply the knowledge I had learnedinto practice during more than one month of internship at the Hotel

Secondly, I would like to thank Ms Tran Thi Ngoc Tuyen- mysupervisor for not only giving me comments on how to handle problems butalso answering all my questions about my internship report

Thirdly, I would love to deliver my thanks to Ms.Mai Thi Kim Tram Front Office Director and the other receptionists for allowing me to work andstudy at Mandila Beach Hotel They guided me through my internship processwith advice, feedbacks, and shared useful experience despite their busy work Fourthly, I would also like to send many thanks to Mandila Beach Hotelstaff for their co-operation, guidance, and assistance during my internshipperiod

-Last but not least, I thank my friends and especially my family whosupported me I could not overcome and handle many difficulties withouttheir support

I am grateful to all of you and I wish all of you good health, success, andhappiness!

Yours sincerely!

Student

Vuong Thi Thoi

PART I: GENERAL INFORMATION ON THE PRACTICE SITE 1.1 Overview of Mandila Beach Hotel

Company name: MANDILA BEACH HOTEL

Address: 218, Vo Nguyen Giap Street, Phuoc My Ward, Son Tra District, Da Nang City

Tel: +84 (0)2367306666

Email:info@mandilabeachhotel.com

Website: https://www.mandilabeachhotel.com

Located in Vo Nguyen Giap street, Mandila Beach Hotel captures apanoramic view of My Khe – one of the most fascinating beaches in theworld with white sand beach, glistening waters and distinctive beauty oftropical nature Recently built in 2017, this super contemporary andminimalist concept designed hotel offers guests the highest levels of luxuryand comfort The hotel boasts 128 rooms which included suites rooms and 02luxury apartments most of which have beautiful panoramic ocean view Ourleisure facilities include well-equipped gym, infinity swimming pool, rooftopbar as well as healthy spa.

The Mandila Beach Hotel is your ocean dream land with sea breezehosting style Let’s visit our Sports Center to prepare for a day of exciting.Enjoying an energetic breakfast at the Wooden House to start a day full ofhigh spirit Drift to chilling out under the warm sunshine at our Infinity Poolwith seamless view to the beach

If you can bear to leave our oceanfront Mandila Beach Hotel, spend aday exploring our nearby fascinating destination such as Hoi An AncientTown, Son Tra Peninsula, Linh Ung Pagoda, Ba Na Hills… or just take a bus

to explore the Da Nang city tour

Resides in a prime location, Mandila Beach Hotel offers extremelyconvenient access as well as offers the good transportation service to touristattractions

From – To (back) the Airport: 5.3 km (15 minutes)

Rail Station: 5.1 km (14 minutes)

Hoi An Ancient Town: 25.7 km (37 minutes)

Son Tra Peninsula: 5.9km (9 minutes)

Linh Ung Pagoda: 8.2 km (12 minutes)

Ba Na Hills: 28.8km (40 minutes)

When evening falls, indulge a variety of sizzling, fresh dishes at our TheWooden House Restaurant or rooftop Halo bar nightclub At the end of yourday, pampering yourself at our Royal Spa, get relaxed for a next day full ofexciting adventures

Whether you’re looking for a romantic getaway, relaxing retreat,convention accommodation, a family escape, or are travelling on business,Our Mandia Beach Hotel will help you make the most out fabulousexperience of your stay in Da Nang

1.2 An introduction to Front Office Department in Mandila Beach Hotel

The organizational structure of Mandila Beach Hotel

 Function of each board Director: is responsible for organizing and operating hotel by agency

management Besides, the director is executive management as well as theperson who has highest responsibilities for all business activities of the hotel

Manager: With responsibility for manazing the property directly, all

matters of property right through the vice – director and the vice – directorhas the right to decide for all the information the treatment of property

Sell-Marketting: Organizing, arranging staff; promulgation of

institutions and working regulations; monitor and evaluate department staffand receive feedback from supervisors, direct staff management, recruitingstaff

STAFF

RESTAURANT DEPARTMENT

HOUSE-ACCOUNTING DEPARTMENT

SECURITY DEPARTMENT

RECEPTION DEPARTMENT

Security: Support for other parts when problems occur It is an important

part of major events in protecting the safety of special guests (heads of state,party and state leaders, important guests ) Security in and out of the hotel.Always patrol, watch and be ready when trouble occurs

Acounting: It is a part that helps the equipment (hardware, software) in

the hotel to operate well Assist other departments to complete the task ofusing the equipment in the hotel

Reception Department: It is an important part of the hotel, it likes the

face of the hotel, in communicating with its customers, suppliers and partners

As a bridge between the hotel and its customers and partners, the ropeconnects the rest of the hotel to make the hotel run smoothly and efficiently.The reception department is responsible for communicating the hotel'sproducts and services to customers and is a right-hand man for managementand advice on the hotel's situation Market needs, customer's tastes, futuretrends so that managers can make changes to bring the highest efficiencyfor the hotel

Housekeeping Department: It is the main service delivery unit which is

considered to be the highest revenue in total hotel revenue It is the part thathas a bad relationship with the reception department in selling and providingroom service

Restaurant Department (dining section): Include 2 sections: stove and

restaurant This is also a high revenue department in the hotel (after thedepartment) in providing catering services to customers Organization offood business activitiesconsists of three activities: food processing, circulationand service at the hotel with the main object is hotel guests There is also thepossibility to provide additional services such as: Banquet, buffet for theseminar, banquet according to the needs of customers

PART II: JOB DESCRIPTION 2.1 Position and responsibility

The reception department is the first department to contact customersdirectly before guests arrive at the hotel, which responds to accurate andtimely information of all guests' requests and inquiries Therefore, guests whohave a good or bad impression of the hotel are very dependent on thereceptionist department The main task of this department is to help guestscheck in and check out when guests stay at the hotel The receptiondepartment must always contact the housekeeping department to manage thetenants

The reception department plays an important role in attracting guests tothe hotel Each receptionist of the hotel is well trained and always bestresponds to customer’s requests to the hotel

My main task during the internship is to welcome guests of the hotel.Although I was quite surprised when I first came into contact with this job, Isuccessfully completed the assigned tasks thanks to the help of thereceptionists in the hotel

My internship lasted for 5 weeks from February 2 to March 7 I oftenworked two or four days per week and working time was 8 hours per shift.The workload seemed not much but it required a wide variety of skills.Besides, my supervisor and other staff of the resort instructed me carefully.Therefore, I felt happy and comfortable when gaining new relationships,experience, and knowledge

2.2 Detailed job description

THE FIRST WEEK (20.01.2021- 24.01.2021)

Thursday

(21/01/2021)

-Meeting and talking to Mrs

Tram -Front Office Director-Reading documents about the company

-Cleaning table

-Understanding the tasks of Front Office

-Knowing all hotel information

to introduce to the guests

Sunday

(24/01/2021)

-Learning the way towelcome guests when theycome into the hotel

-Welcoming the guests-Cleaning reception desk

- Having an initiative in welcoming guests by saying loudly “Xin Chao” with a friendly smile

-Developing communication skill

Detail:

In the first week at Mandila Beach Hotel Hotel, I felt quite worried abouthow I could begin my work After having a meeting with the GeneralManager of the hotel, I was taken around the hotel and introduced somegeneral information as well as some rules of the hotel Next, I was introduced

to the supervisor and the staff

Then the manager told me the hotel’s regulation, some rules whileworking and gave me the work content which I have to do On the secondday, I learned about the hotel’s product knowledge and the way to welcomeguests This is very significant and meaningful On the next two days, Ilearned about the duties to do in a shift Moreover, I was trained the way towelcome guests and the telephone-related skills to resolve the problems fromguests and other departments in the resort way to welcome guests and thetelephone-related skills to resolve the problem from guests and otherdepartments in the hotel The first week started with tons of interesting things

THE SECOND WEEK(25.01.2021- 31.01.2021)

Date Activities Result

Tuesday(30/01/2021) - Greeting guests

- Cleaning tables

- Answering telephonecalls

- Knowing the way to professionally handle phone call by saying:

”Xin Chao, Reception, Thoi speaking, How may I assist you?” Wednesday(31.01.2021

- Improving communication skills and listening skills

- Feeling more confident to communicate with guests

THE THIRD WEEK(01.02.2021- 07.02.2021)

Monday(01/02/2021) - Greeting guests

- Learning about telephone skills to resolve problems from guests and other departments in the hotel

-Understanding the wayand attitude to welcome guests

Friday(05/02/2021) - Greeting guests

- Learning receptionist skills: contact with other Departments

-Developing communication skill

- Knowing the works of morning shift: setting meal key for guests, checking file in-out, etc

- Having great knowledge of the field

of reception

Detail:

On the third week, I understood more about working process I observedthe way they worked and asked them what I did not know In addition, Ialmost knew the number of rooms available to advise guests I am moreproficient at check-in procedures so that the guests do not wait too long at thereception In addition; I completed works and solved problems more easilyand more professionally

THE FOURTH WEEK 3(15/02/2021- 21/02/2021)

Sunday(21.02.2021) - Greeting guests

Handling situations and the guests’

complaints about the service

- Recommending for guests about

restaurants, entertainment, etc

-Keeping behaviors, gestures under appearance standard when communicating with guests

- Making the guests satisfied about the price and facilities of the room, food services or car rental in the hotel

Detail

In the this week, I felt more comfortable than two weeks before I couldcomplete works more smoothly and more professionally In this week, I wasquite busy because I had many tasks to do but I did not feel tired because ithelped me learn more working skills I also received many things that I wasnot taught at university such as the way to walk, communicate, anddominate and so on From this, I improved myself a lot

THE FITTH WEEK(22.02.2021- 28.02.2021)

- Improving a lot of vocabulary

- Creating the close relationships with the guests

by knowing the information that guests provided for the hotel

Sunday

(28.02.2021)

- Receiving reservation requests and information of the guest

- Dealing with complaints or problems

- Reviewing the number of theguests to the party to prepare enough gifts for them

- Knowing the preferences and needs of each customer through the conservation.-Improving speaking and problem-solving skill

Making sure to invite the guests to the party in full quantity

Detail:

In this week, I learned a lot about the receptionist’s vocabulary and afterthat, I applied it when working or communicating with the customers Inaddition, my communication skills including Vietnamese and Englishimproved Moreover, I felt myself more responsible in the assigned work.Besides, everyone here was very sociable so that I was comfortable Theyhelped and created the good environment for me to work basing on theirexperiences I also learned many things to make guests comfortable andhappy by creating many meaningful activities in the hotel

THE SIXTH WEEK (01.03.2021 – 07.03.2021)

Date Activities Result

Tuesday

(02.03.2021)

Greeting guests-Organizing birthday partiesfor guests

- Answering telephone calls-Allocating rooms and giving the keys to guests

- Improving a lot of vocabulary

-Learning guest relationshipofficer skills

-Improving reading and speaking skill

Thurday

(04.03.2021)

- Assisting housekeeping department to check and follow up lost and found

-Dealing with complaints orproblems

- Checking transportation and tour revenue in system daily

-Having a feeling of confidence to talk to foreigntourists

- Accomplishing demands from guests smoothly

-Reviewing my English knowledge

-Knowing contracts that thehotel signed with the

customer

Detail

In the last internship week, I get used to the working environment when Icould solve problems smoothly; communicate with foreign customersnaturally, etc I had connected with housekeeping department to check andclean rooms for guests Besides, I could prepare guest events throughamenities Sometimes, I felt so tired, but I have tried my best to finish it In