Apprentice report at central park hotel corporation

PEOPLE’S COMMITTEE OF DONG NAI PROVINCEDONG NAI UNIVERSITY FOREIGN LANGUAGE FACULTY AT CENTRAL PARK HOTEL CORPORATION Advisor’s name: VO THI MONG THU Student’s name: CHU HOANG TUYET ANH

PEOPLE’S COMMITTEE OF DONG NAI PROVINCE

DONG NAI UNIVERSITY FOREIGN LANGUAGE FACULTY

AT CENTRAL PARK HOTEL

CORPORATION

Advisor’s name: VO THI MONG THU

Student’s name: CHU HOANG TUYET ANH

Class: English Major A – Batch: 04

APPRENTICE REPORT

Academic years: 2014 - 2018

UBND TỈNH ĐỒNG NAI CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM TRỪƠNG ĐẠI HỌC ĐỒNG NAI Độc lập – Tự do – Hạnh phúc

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BIÊN BẢN CHẤM BÁO CÁO THỰC TẬP Họ và tên sinh viên:

Sinh ngày:………Lớp:……… Khoa:

Điểm chấm từng phần: ST T Mục Điể m ST T Mục Điể m 1 Company’s comment 7 Structures 2 Format 8 grammar 3 Introduction 9 Spelling 4 Overview 10 Hợp đồng (Nếu có) 5 Content 11 Ngoại khóa (Nếu tham gia) 6 Conclusion Cộng Cộng Điểm tổng cộng: ……… (in written……….)

Nhận xét chung:

Ngày ………tháng…… năm………… Instructor’s signature UBND TỈNH ĐỒNG NAI CỘNG HÒA XÃ HỘI CHỦ NGHĨA VIỆT NAM TRỪƠNG ĐẠI HỌC ĐỒNG NAI Độc lập – Tự do – Hạnh phúc - -

BIÊN BẢN CHẤM BÁO CÁO THỰC TẬP

Họ và tên sinh viên:

Sinh ngày: ………Lớp: ……… Khoa:

Điểm chấm từng phần:

ST

Điể m

ST

Điể m

(Nếu tham gia)

Ngày ………tháng…… năm………….

Instructor’s signature TABLE OF CONTENTS   ACKNOWLEDGEMENT   CHAPTER ONE: INTRODUCTION Page The meaning, overview and feeling after the internship .1   CHAPTER TWO: OVERVIEW OF THE COMPANY 2.1 Company Profile 2

2.2 Merchandising 2

2.3 The outlets and services 3

2.4 What is our target customer 3

2.5 Organization and business activities 4

  CHAPTER THREE: CONTENT 3.1 Job Identification 7

3.1.1 Position 7

3.1.2 The key result and essential responsibilities 7

3.1.3 The work relationship 8

3.2 Performance: 3.2.1 Desk jobs……… 8

3.2.2 My working day 11

Result

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  CHAPTER FOUR: CONCLUSION 4.1: Summaries 25

4.2: Lessons learned 25

4.3: Comments or recommendations 26

4.4: References 28

First of all, I would like to express the deepest gratitude to thelecturers of Foreign Language Faculty at Dong Nai University As astudent studying English Language majors, under the dedicatedguidance of lecturers brought during the past four school years.Lecturers shared knowledge, experience and skills necessary for

me to complete the course and to prepare better to work in thefuture in the best way In particular, I would like to express oursincere thanks to Mrs Vo Thi Mong Thu, internship supervisors,guided and helped enthusiastically during this internship

Besides, I would like to also thank the dedicated guidance of Mr.Nguyen Van Toan – Front Office Manager, Mr Nguyen Phong Vu –Duty Manager and all of people of Front Office Department andCentral Park Hotel Corporation was created conditions and helped

me to complete the good work during the past two months

Because of limited conditions and practice time, so my internshipreport cannot avoid shortcomings and certain restrictions I lookforward to receiving comments to make my report better.

Thank you very much!

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CHAPTER ONE: INTRODUCTION:

Two months at Central Park hotel corporation is not a long time, it’s a short time neither but it’s enough for the different

experiences The difference comes from the transferring from a student to a staff The difference is also the feeling of changing the environment, habits, routines and the people who talks to youevery day They are not only your teachers; they are not your friends, but also your colleagues

Because I am still a student, sitting on school’s desks, so how I know the experience of getting a job - like a staff

For students, the internship is very useful You know, students always have the internship before graduation that was really meaning of them For me, this internship is not only an

opportunity but also a challenge I could acquaint with practical works and apply my knowledge learned in school into that works And I also accumulated some skills and experiences to apply for

my future job

Hotel business increases the GDP of the region and a country, development contributes to strengthen domestic and foreign investment as well

Hotel business contributes positively to the development ofexchanges between nations and nations in the world Central ParkHotel is the first and only hotel five stars in Bien Hoa city, to takethe lead in hotel business at this area Beside that, Central ParkHotel has assisted with city more aesthetic and createdconditions of employment for a lot of staffs and workers

At Central Park Hotel Corporation, my position is Concierge andafter that move to exactly position is Guest Relation Officer Ihave two months in here from April 06.2018 until now During twomonths working at Central Park, I have had a lot of valuableexperiences, understood more about hotel services and learntelaborate take care customer

II / CHAPTER TWO: OVERVIEW OF THE

COMPANY.

2.1 / Company Profile:

2.1.1 ) Full Name: CENTRAL PARK HOTEL CORPORATION.

The naming concept for Central Park Hotel is inspired of the green and central park nature of Bien Hoa city Since the Central Park Hotel is located to the enormous park in the heart of city, which brings a natural living atmosphere and an immense view from the hotel

2.1.2) Established: April 22, 2011 and Soft Opening: April 26,

2.2/ Merchandising

The Central Park Hotel is the first and only five-star hotel in this city, with 195 rooms have city views and 22 floors The type room

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include is: Classic, Premier, Deluxe, Executive, Resident Suite andPresidential Suite (with King bed or Twins bed) All have a suite bathroom with bathtub, rain shower, sink, toilet and bathroom amenities They offer a mixture of internal garden with or without balconies and one huge terrace on 8 floor.th

Executive Twins (66.5 m2): they have a comfortable living room area with sofa and have steam room Executive King (Bathtub with two-way glass, allowed see city view) Residence Suites is especially for long staying guests, a built in kitchen more dining options Spacious living area with modern entertainment facilities and study desk

One of that is Presidential Suites (371 m2): Living room with full kitchen, three bedrooms, one living room for a huge family Separate male and female restrooms and access to a private meeting room

2.3/ The outlets and services: Lobby Lounge, Park Avenue

Restaurant, Central Restaurant, Casino, Discotheque, Sky Bar The wedding events with four banquet halls with an area of 1,200m2 and seating up to 1,000 in each Built in state of the art audio and visual technology All have a frontal foyer to host welcome receptions 3 / 5 and 7 floor halls can be divided into three rd th thlounges have 500 seating

Meeting rooms: Central Park Hotel can accommodate a wide scope of meeting solutions as our packages are tailored made to our guest specific needs All have state of the art audio and visualequipment and an abundance of natural light

Spa, gym: the guests can take care of their health with access to our state of the art equipment Cardiovascular area will be

overlooking the stunning pool and the weight machines a separate area to the rear Fell relaxed as circulation in increased and range of movement is improved A perfect spot to forget one busy lifestyle and truly relax

The room rates are included one breakfast and complimentary pool, gym for guest Besides that, we have service pick up and see off airport, always assist taxi for guest if they need When guest come to the hotel, they all have the welcome drink and to

be welcome thoughtful

2.4/ What is our target customer: Foreigners (70%) and

Vietnamese (30%) Service customers who are living in Bien Hoa, guest who are staying in Central Park Hotel and other

2.4.1) Foreigners:

Characteristic: experts, managers… who are working in

companies, factories, industrial parks in Dong Nai 90% of them come from Korea, Japan, Taiwan, China, Singapore and 10% is from Europe, USA They have a trend to stay in the center of Bien Hoa city for relaxing and entertainment purpose

Expert: Long- term and periodical staying Modern and convenientfacilities short- term staying Entertainment and partner meeting

2.4.2) Vietnamese :

Characteristic: businessmen who are from other provinces: Ha Noi, Western… come to work and work in Bien Hoa city Trend to stay in the center of Bien Hoa for relaxing and entertainment purpose

Expert: Short- term staying (one of two nights) Modern and convenient facilities short- term staying Entertainment Partner meeting

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Demand for Foreigners and Vietnamese: Staying service, lunch and dinner for meeting Coffee lounge, spa, massage, karaoke, convention and events.

2.5/ Organization and Business activities

2.5.1) Business activities of each department :

General Manager (GM) : (including General Manager, Secretary, Assistant, Personnel Administration and Training) The

headquarters is coordinating the activities of the hotel

Responsible for the working place in the area of

self-management

Front Office (FO): is the main department in the hotel, support direct customer To be in charge of procedure check in, check out,transfer service in the hotel, luggage service, office service, wake

up call Besides that, assistance customer sets tour, answers any question about service of hotel Responsible for information of customer, also control and payment all of cost of customer The manager: Front Office Manager

The leader is Front Office Director

Housekeeping (HK): To be in charge of hygienic all of areas in the hotel begin from guest room, move to public area, inside and

outside hotel Usually, House Keeping is divided four groups: room staffs, public hygienic staffs, wedding party service staffs and flower arrangement staffs

The leader is Executive Housekeeper

Reservation & Revenue: To be in charge of receive request booking of customer Besides that, making booking for travel agency, contract for groups that want to check in the hotel (belowten rooms)

The leader is Revenue and Reservation Manager

Food and Beverage (FB): is divided two departments: Kitchen and F&B Service

The leader is Food and Beverage Service Manager

+ F&B Service: restaurant, bar, lounge To be in charge of food service for customer in the hotel, including party, conversation, wedding, ceremony and room service

+ Kitchen: Responsible for input and processing food to be service all of places in the hotel

The leader: Executive Chef

Laundry: To be in charge of laundry, handles all types of fabric including towels, bed sheets… uniform human resource, clothes

of the customer

Engineering: To be in charge of fix, guarantee all of valuable things in the hotel From furniture in the room, public area to system of large machines, provide energy The leader: Chief Engineer

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Security: To be in charge of security in the hotel Including instruction rescue work, fire protection in this area The leader: Security Manager

Purchasing: To be in charge of purchase, receive purchase order

of the department in the hotel about stationery, the items in the guest room, flowers, ……

The leader: Purchasing Manager

Account: Statistics of the cost of guests used in the day, printing

of red invoices and confirmation for the companies have been staying in the hotel…

The leader: Chief Account

Human Resources: To be in charge of employee monthly salary statistics, solving problems of hotel staff, processing vacation applications, recruiting new personnel, inadequate personnel transfer, holding staff meetings in the company

The leader: Human Resources Manager

Organization Chart:

III: CHAPTER THREE: CONTENT

3.1/ Job identification:

3.1.1) Position: Concierge and Guest Relation Officer belong to

Front Office Department Report to Chief Concierge or Duty

Chief Account

Human Resources Manager

Security Manager

Purchasing Manager Deputy General

Manager

First I worked as a Concierge, but for a while when the company found me fit in the Guest Relation Officers (GRO), so I was given this position.

The overall purpose of the job is responsible for receiving and ensuring correct delivery of guest’s luggage and from rooms, airport & cars; assists all guests with inquiries & requests Make the guest comfort and satisfaction

3.1.2) The key results and essential responsibilities:

Project a first positive impression of the Hotel to arrival guests by extending a warm welcome and provide any required assistance

 Maintain detailed knowledge of all facilities and services offered

by the hotel Communicate with Front Office Manager, Chief Concierge, Duty Manager on shift and any other Department forVIP guests to be welcomed at the airport and ensure

transpostation are arranged

 Be present at all scheduled flight landings and assist incoming guests with baggage clearance and direct them to transport facilities

 Assist departing guests in pre-check in, ticketing and baggage clearance

 Maintain a good relationship with airline personnel, immigrationand custom officers

 Provide every assistance to passengers

 Promote and sell the hotel to arriving guests who do not have accommodation Maintain appropriate standards of conduct, dress, hygiene, uniform and appearance

 Establish and maintain effective employee relations Attend andparticipates in departmental meetings and training sessions as required

 Conversant with emergency evacuation and fire procedures for relevant department.

 Assist all guest all information as their needs and take care VIP’s Guest request Pick up and drop off Guest or VIP’s at the airport if they book hotel service

 Prepare show room, some facilities for VIP, birthday or

honeymoon room Check all check out guest rooms and guest VIP

3.1.3) The work relationship:

information, log book, stationery and so on It also help me to assist convenient information about the hotel for guest At the same time, I can help my colleague easily

Corner of my desk and lobby:

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Chief Concierge /Duty Manager

CustomersHotel Employees Concierge/ GRO

A part of time, I checked email and synthesis of votes required for what guest request After that I

assisted

guest timely in the lobby

The Lobby include: Bellman, Reception, Service Center and Concierge (Guest Relation Officer)

As I mentioned so far, computer is my best friend as well The moments that we shared together were:

+ To typing some documentary:

I have to deal with a lot of documents: complimentary request, the list of guest arrival, the list airport pick up and see off which require your ability to process and solve the problems

+ I also use the computer search for some information to serve

my work (the cultural some countries for understand more customer, grave English in the hotel, etc.)

+ All of the information about guest will also be posted to SMILE (the software controlled in the hotel) There are many informationabout guest (name, nationality, service request, pre-payment or not) and my duties are following up the service request, face and name of guest, especially fastidious guests Because my job involves many other departments Moreover, I have to work exactly at least ninety percent

Besides that, I still have other duties that are also important It is:+Listening complaint guests through telephone:

At Central Park Hotel, it is very important to manage the guest’s information well, so the phones are also important to use for calling in any necessary cases My duty is receive all of the calling

of guest inside and outside After that, I will type and transfer to other departments or answer almost guest’s question about the opening time of restaurant, pool and gym In some cases, I will call for guest to assist and take care carefully

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