To Director and all of staff in Nam A Dong Tourist Company!. Formation and development Nam A Dong Tourist Joint Stock Company, it was initially established onDecember 21, 2015 at 90 Dang
Trang 1DUY TAN UNIVERSITY
FACULTY OF ENGLISH
INTERNSHIP REPORT
Supervisor : TRẦN HỮU HƯNG
Student : Phan Lê Bảo Uyên Class : K23 NAD5
Course : 2017 – 2021
DA NANG – March 2021
Trang 2INTERNSHIP REPORT
Student’s name : Phan Lê Bảo Uyên
Date of birth : 29/01/1999
Department : Foreign Languages Department
Internship Site : Nam A Dong Tourrist Company
Internship Period : From January 20th to March 17th, 2021
SUPERVISOR: TRAN HUU HUNG P.G
DA NANG, March 2021
Trang 3TABLE OF CONTENTS
ACKNOWLEDGMENT ii
PART 1: GENERAL INFORMATION OF THE INTERNSHIP SITE 1
1.1 An overview of Nam A Dong Travel Company 2
1.1.1 Formation and development 2
1.1.2 The organizational diagram 3
1.2 Sale Department 4
PART 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP 5
2.1 Job description 5
2.2 Weekly specific tasks 6
2.2.1 Week 1 (From Jan 18th to Jan 24th, 2021) 6
2.2.2 Week 2 (From Jan 25th to Jan 31st, 2021) 8
2.2.3 Week 3 (From Feb 1st to Feb 7th, 2021) 10
2.2.4 Week 4 (From Feb 22nd to 28th, 2021) 11
2.2.5 Week 5 (From Mar 1st to Mar 7th, 2021) 12
PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP 14
3.1 Advantages and Disadvantages 14
3.1.1 Advantages 14
3.1.2 Disadvantages 14
3.2 Personal experiences 15
PART 4: FURTHER SUGGESTIONS FOR THE INTERNSHIP SITE AND THE UNIVERSITY 17
4.1 Suggestions for Nam A Dong Tourist Company 17
4.2 Suggestions for Duy Tan University 17
4.2.1 Suggestion for the University: 17
4.2.2 Suggestion for the department: 17
SUPERVISOR’S COMMENT 19
Trang 4
To Teachers in Department of Foreign Languages of Duy Tan University!
To Director and all of staff in Nam A Dong Tourist Company!
First of all, I would like to say thank you to Nam A Dong Tourist company forhelping me have many useful experiences and an effective internship Especially, Iwould like to express my deepest gratitude to the Director of the company, Mr.Phung Van Phuong for giving me a chance to learn, practice and get valuable work.Besides, I also would like to pay my gratitude to all my Teachers in Duy TanUniversity I do take this opportunity to thank my supervisor, Mr Tran Huu Hungfor helping me complete the report during the internship time
My due thanks also go to my parents, and friends for their encouragement Finally, I wish all of you good health and great success
Thank you all!
Trang 5PART 1: GENERAL INFORMATION OF THE INTERNSHIP SITE
Address : 90 Dang Nhu Lam Street, Son Tra District, Danang
Telephone : +84 236 918 698
Website : dulichnamadong.com
Trang 61.1 An overview of Nam A Dong Travel Company
1.1.1 Formation and development
Nam A Dong Tourist Joint Stock Company, it was initially established onDecember 21, 2015 at 90 Dang Nhu Lam, Son Tra district, Da Nang city It isconvenient place to reach people and has since organized numerous domestic andinternational tours With a team of enthusiastic and knowledgeable guides working
in tandem with high-quality services, customers will feel secure while trusting inSouth Asia The business has seen many economic fluctuations in the country aswell as the consequences of the regional economic crisis since its inception Untilnow, the company has established itself as one of the most reputable domestic andforeign travel operators Customers have been drawn to it because of the range oftravel service packages available, as well as the customer service and advice.Furthermore, the company collaborates with other business partners in order tosupport and grow together South Asia East Tourism Joint Stock Company iscommitted to coordinating the highest quality tourism programs with the mostreliable operation under the slogan "Bring smiles to life." We hope to accompanyyou to ensure that each service provides the best possible experience and relaxation
Trang 71.1.2 The organizational diagram
The organizational structure of the company can be depicted in the chart below:
According to this chart, there are many departments that construct theorganization of company These departments are managed under the supervision ofthe Director This is a model that can help the leaders follow the day-to-dayoperations of the divisions, but it also requires the leaders to have adequateprofessional capacity as well as experience to be able to run the companyeffectively
Director: The person in charge of the company's day-to-day operations In
addition, the director is in charge of developing strategic plans and strategies
Business Department: This is a location that is vital to the company's
operations, serving as a hub for market analysis, strategic planning, strategyformulation, and marketing to draw visitors to the company
Operation Room: Act to ensure the quality of the company's goods.
Deploying all of the operating programs' jobs Plan to deploy jobs related to tourismprogram implementation, such as hotel registration, visas, modes of transportation,etc., to ensure efficiency and timeliness
Accounting Department: Statistics, company financial planning, and
monthly corporate income reports are all functions of this role Keep track of thecompany's capital and assets and report on them
Vehicle Operating Room Accounting
Department
Trang 8Vehicle Operating Room: Having the responsibility for overseeing the entire
vehicle service.Receive transactions and rent a transport vehicle to satisfy time andtrip specifications
Tourguide Department: The company currently has three official guides, the
rest are collaborators The company is still planning to recruit more guides toexpand the scale of operations
1.2 Sale Department
Sale Tour function of a company is a location that is vital to the company'soperations, serving as a hub for market research, strategic planning, and increasingtourist attraction Coordination with the executive department, creation of tourismservices from content to price that are acceptable for consumer needs, and activeinvolvement in the introduction of new products to the business Contracts should
be negotiated with airlines, overseas travel agencies, and domestic and internationalorganization
Trang 9PART 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP
2.1 Job description
I’m very lucky to do my internship at Nam A Dong Tourist Company in DaNang because I worked as a Sale tour at Company As far as I am concerned, SaleTour practice is neither simple nor too hard During the whole six weeks, I havelearned a lot of new things that I have never learned or even heard of before I havegotten much experience for this position It is an expectation of most organizationsthat tour sellers maintains a calm, courteous and professional demeanor at all timesregardless of the visitor’s behavior Therefore, I think this job is very interesting.With this job, I could be better contacting with people from all walks of life.Consequently, to satisfy fastidious customers, I must be patient and harmonious.Besides, I have to be sympathetic and listen to all requests from customer I began
to love this job; it has taught me the patient virtue, and a professional working style
In the following internship schedule, I will describe in further detail my dutiesduring my internship period
Trang 102.2 Weekly specific tasks
2.2.1 Week 1 (From Jan 18 th to Jan 24 th , 2021)
Monday, Jan 18th -Having an appointment with
General Manager of company
-Get acquainted with the workingenvironment
-Understand what the
environment is like andget to know almost allmembers at work
Tuesday, Jan 19th -Reading documents about the
-Continue to get acquainted andcreate relationships with people
-Getting more usefulinformation about thecompany
Thursday, Jan 21th
-Learning carefully about thepackages that the company sells
to be able to advise customers
-Observe and learn the process
of selling products of employees
at the company
-Understand the process
of selling products at thecompany
Friday, Jan 22th -Continue to learn about how to
sale a tour
-Starting my internship atthe South East AsiaTourist
During my first week at Nam A Dong Tourist Company, I tried to adapt to theworking environment I have known a lot of the company and understood what the
Trang 11actual working environment was like, getting to know many members of thecompany, and most importantly, I learned about how to sale tour, the job I'm going
to do at the company First, I had an appointment with the Company Director Afterthat, I read the company documents the company to understand briefly about thehistory and development of the company in general and the sale tour department inparticular I have been observing and learning the process of selling packages ofemployees at the company With the enthusiastic help from my supervisor and allstaff in the Sale Tour Department, I felt more comfortable and seemed to adaptgradually to the new working environment and the working style in the Company
Trang 122.2.2 Week 2 (From Jan 25th to Jan 31st, 2021)
Monday, Jan 25th -Continue to learn about how to
sale a tour
-Learning how to post tour salesand promote tours
-Learn more everything
Tuesday, Jan 26th -Learning how to take calls
from the outside and other departments
-Learning how to answer the calls and transfer them to placeswhere they need to be
forwarded
-Improving my communication skills.-Knowing more about the way to take calls from outside and other departments correctly
-Learning more about the sale tour department
Thursday, Jan 28th -Start working -Having the opportunity to
put myself into practice
This week, I felt more comfortable since I have gradually adapted to the newenvironment and working style in the Company I continue to learn about how tosale tour in a more specific and complete way I learned and read more about thedepartment I was going to do In addition, I learned how to receive and answerexternal calls to improve my communication skills with clients above all, I have theopportunity to train myself more I also learned how to speak when a call came in,for example: "Xin Chao, Nam A Dong Tourist Company listening How can I helpyou?" I learned how to use a company phone, so I now knew almost all basicfunctions of the telephones and it is easily for me to transfer a call to where it needs
Trang 13to be forwarded Although I still get some small errors, I know how to resolve.Some things should be avoided when getting the phone: Do not chew or eat cakewhile listening to phone
Secondly, I have learned some important information, such as room type, price, service so that I can easily recommend to customers
Trang 142.2.3 Week 3 (From Feb 1st to Feb 7th, 2021)
Monday, Feb 1th -Start working, writing
articles and posting tours
in tour groups on forums
-Learning how to write articles and post to promote products
Tuesday, Feb 2th -Learning the way to
receive a telephone call
- Knowing how to receive
This week, I have closer contacts with all staff in the company and learned alot from them and I felt more comfortable when working in new environment I’vedone few mistakes sometimes but I could learn experience from that such as whentalking on the phone firstly, it is necessary to master the knowledge andinformation of the trip I instructed what to do when getting phone When talking onthe phone, firstly, it is necessary to master the knowledge and information of thecompany The second, we need to speak fluently and confidently, always funbecause customers can feel the attitude of service through your voice Mostimportantly, I learned and mastered how to write and post tour advertising.Moreover, I also learned some ways to solve problems when customers complain
Trang 152.2.4 Week 4 (From Feb 22nd to 28th, 2021)
Monday, Feb 22nd -Listening to the phone and
advise customers on tours
-More proficient
Tuesday, Feb 23rd -Perform a search and expand
your lead source bycontacting online, phone, fax,email,
-Maximum access topotential customers inthe assigned tourismmarket
Wednesday, Feb 24th -Introducing new travel
services that the company isapplying such as travelprograms, air ticket sales,
for new customers
-Knowing to convincecustomers to use thecompany's services
Friday, Feb 26th -Exploiting and finding new
to convince customers to use the company's services, which is something that I feelvery satisfied with me Sometimes I’ve don’t few mistakes but I could learnexperience from that I started to be familiar with the machines in the office I knewhow to use the photocopier, the printer and the handie Moreover, I discovered somany interesting things and applied the knowledge which I had learned at university
to work I felt so happy and useful in helping the staff in the Company In fact, Iknew that being helpful to co-workers is quite essential to maintaining a goodrelationship at workplace
Trang 162.2.5 Week 5 (From Mar 1st to Mar 7th, 2021)
Monday, Mar 1st -Listening to the phone and
advise customers on tours
-More proficient
Tuesday, Mar 2nd - Perform a search and expand
your lead source by contactingonline, phone, fax, email,
- Exploiting and findingnew customer sources
Thursday, Mar 4th - Responsible for keeping in
touch with the company's loyalformer customers to promotethe brand, understand the needs
of customers and sell productsand services
- Support, taking care ofthe old customer
I'm also learning about mining and the potential for new customers this week.Know how to gather customer information such as full name, address, contactinformation, and customer needs I have learned more about how to support andcare for long-term clients Maintaining contact with the company's loyal formercustomers in order to support the brand, understand consumer desires, and sellgoods and services Customers should be notified to receive timely updates onservice prices and promotions I make mistakes from time to time, such as failing torecord the customer's address or phone number, but my colleagues have alwaysbeen supportive and helpful
2.2.6 Week 6 (From Mar 8th to Mar 13rd, 2021)
Trang 17Monday, Mar 8th -Listening to the phone
and advise customers on tours
-Everything had become easier and more familiar
Tuesday, Mar 9th -Daily contact and direct
sale of tours to guests
-Create travel programs and provide direct advice and sales tour customers.Wednesday, Mar 10th -Under the guidance of
the board of directors, express appreciation to loyal customers on a regular basis (call, wish birthdays, wish holidays, offer promotional gifts, etc.)
-Bringing the most convenience to the guests
as well as revenue for the Company
In the last week, I continued doing what have been taught in the past fiveweeks, everything had become easier and more familiar for me Almost all the workwas not really difficult for me anymore and I became really excited about dong mydaily tasks I also helped my colleagues to clean the desk and arrange documents
As a result, my soft skills like courtesy, patience and the ability to handle guestswith the best ever manners and satisfy their needs in the best possible ways havesubstantially improved