Báo cáo thực tập tốt nghiệp ngoại ngữ reception specialist skills and knowledge in hospitality industry at sunset beach resort and spa

Because of thedevelopment in Phu Quoc Island generally and in the Hospitability industry, Ichoose Sunset Beach Resort & Spa to do my internship.. Introduction of Sunset Beach Resort & Sp

COMMENTS OF INSTRUCTOR

First of all, I would like to send my best wishes and sincere thanks toteachers in the Faculty of Foreign Languages and Translating of An GiangUniversity In particular, we would like to thank Ms Bui Thi Thuy Trang forhelping and guiding me to complete this internship well.

Secondly, it is impossible not to mention the direction of themanagement of the hotel Mr Nguyen Duc Anh- General Director and Ms.Nguyen Thi Ngoc Anh - Front Office Manager and FO members cooperatedwith me during my internship at Sunset Beach Resort & Spa

Finally, my gratitude goes to my friends and family who make itpossible for me to complete this detailed report Without the help and support

of these people, this report could never complete

TABLE OF CONTENT

PART A OVERVIEW OF INTERNSHIP COMPANY

I Introduction of Sunset Beach Resort & Spa 5

Work at Front Office Agent

IV Advantages, disadvantages and experiences 21PART C CONCLUSION AND SUGGESTIONS

I Conclusion

1 Suggestion for the Internship Company 23

2 Recommended for professional student

to prepare for future internships

3 Suggestion for Foreign Language Department of 23

An Giang University

REFERENCES

The internship gives students a chance to fully know how to practicethe English language, which I've learned at university Besides that, studentscould acquaintance with the style of work before graduating, training someskills such as solving skills, teamwork skills, and communication skills Thisreport also allows students to gain experiences for themselves Because of thedevelopment in Phu Quoc Island generally and in the Hospitability industry, Ichoose Sunset Beach Resort & Spa to do my internship

This report is a description of the company I am working on and theactivities I have been doing during my internship First, this report would give

an overview of internship organization Then, the report gives details about theactivities and skills that I learned and practiced as a trainee Next, someadvantages and disadvantages of the practice would be explained Finally, thisreport will provide some suggestions for the students of the Faculty of ForeignLanguages and English at An Giang University as well as for the internshipcompany to improve their quality and for further students who want to work inthe hospitality industry

PART A

OVERVIEW OF INTERNSHIP COMPANY

I Introduction of Sunset Beach Resort & Spa

Phu Quoc, as known as Pearl Island, the biggest island of Vietnam, is inPhu Quoc district, Kien Giang province Phu Quoc has been famous for itsbeauty and gracefulness with white-sand, deep-blue-sea beaches, diverse seaand forest ecosystem, many outstanding cultural events, and friendly localpeople Duong Dong town, North West of Phu Quoc, is considered the islandcapital

(Picture 1 Sunset Beach Resort & Spa)

Situated in the center of the bustling Duong Dong town, Sunset BeachResort & Spa owns such a convenient location to sight-see as well as enjoylocal life and dishes About 5-minute on bike from the resort, Phu Quoc nightmarket welcome tourists with countless choices of entertainment, shoppingand eating Besides, all of the popular tourist sight spots and beaches are only

10 - 30km away from Sunset Beach Resort & Spa, which may takeapproximately 45 mins riding a motorbike

A culinary diversity

Phu Quoc Island has an ideal and beneficial natural environment, suitable

comes from not only the picturesque sceneries, but also the diversity ofsignature seafood like blue crabs, sea cucumbers, sweet snails, murices, sea

-try dishes include fried rice with crabmeat, herring salad, grilled saurel, crab paste, seafood and bitter bolete soup,grilled scallop, Ken noodle, rice noodle with grilled fish paste, Kien Xayseafood noodle, and various other street food

At Sunset Beach Resort & Spa, they provide different dining options forguests at Sunset Beach Bar & Restaurant Although the resort is opened in

2019, locals and tourists are all familiar with the name of Sunset Beach Bar

& Restaurant Since opening in 2016, Sunset Beach Bar has always been afavorite destination of Vietnamese and foreigners when they would like toenjoy a high-quality drink, some delicious food, or to dive in a dynamic musicnight under a glamorous Phu Quoc sunset skyline on the beach Sunset BeachBar & Restaurant has kept its place as one of the top 5 bars & top 10restaurants in Phu Quoc Island since 2016

(Picture 1.1 Sunset Beach Resort & Spa)Having the advantage of staying right in Duong Dong town at the center ofthe island, the golden spot being surrounded by the main road Tran Hung Daothat has many choices of food, shopping and entertainment and the bustlingand beautiful Truong beach, Sunset Beach Resort & Spa owns a verybeneficial location, only 2 km from Phu Quoc night market place of majorshopping and cultural events in Phu Quoc, and less than 30 km from othersightseeing and entertainment sites, which takes about half an hour by bike.Sunset Beach Resort & Spa has 118 guest rooms, all of which aremodernly, conveniently and elegantly designed based on international 4-star

standard ensuring to provide guests with utmost relaxation Besides, SunsetBeach Resort & Spa offers a number of options for dining at Sunset Beach Bar

& Restaurant with capacity of over 100 people by the beach line closet touch

to the nature Sunset Buffet serves international buffet breakfasts,

reserved parties, and set-menu dining for reservation

Similarly, Sunset Beach Bar, one of the most famous beach bars in thecenter of Phu Quoc, situated next to the outdoor infinity swimming pool, willskyline of the pearl island paradise

Banquet service at Sunset Beach Resort & Spa consists of a largeconference room and a smaller one equipped with advanced appliances Theirvarious types of arrangement and organization plans will adapt to any number

of attendees and any kinds of meeting Based on all of these strongly-investedmodern equipment and their professional service staff, they are confident thatSunset Beach Resort & Spa will be the ideal option for customers meetings,they can accommodate all of customer needs of conference or seminarholding

Unveiling to customer the feeling of comfort, peacefulness and freshness,Sunset Spa offers luxurious spa service through traditional therapy artcombined with unique treatment, altogether tries to help customers relax,refresh their energy and release all of the stress from their body Other servicesprovided by Sunset Beach Resort & Spa includes indoor and outdoorswimming pools, tour desk, and transportation service will assist customer incompleting your journey of discovering the lovely island of Phu Quoc andfulfilling your entire holiday With professionalism, friendliness andhospitality, they promise to bring customer comfortable and happy momentsleisure holiday or a private and business combined trip to Phu Quoc island,Sunset Beach Resort & Spa will definitely excel as the perfect choice thatassures any guest of distinctiveness and satisfaction

I I Hotel Organization

Sunset Beach Resort & Spa has an organizational structure to carry out itsdaily operations It is used to help divide tasks, specify the job for eachdepartment, and delegate authority within and among departments Here is thehotel organization chart:

(Sunset Beach Resort & Spa Organization chart)

As can be seen on the chart above, The General Manager is ultimatelyresponsible for the hotel who work with all department managers and theirteams to ensure that the property runs smoothly Moreover, each departmentalso has their own managers, supervisors who in turn are responsible toorganize, supervise to help the operation achieve at the best result All of thedepartment aim at the general target of promoting Victoria Nui Sam Lodge toget good reputation in hospitable industry and welcome more guests withevery passing day in spite of difference in their duties

III Business Operation

1 Accommodation

Modernly designed, elegantly blending into the nature, Sunset BeachResort & Spa has 118 internationally standardized rooms All of the rooms arespacious and filled with equipment that will surely match your expectation for

a top-rated resort, including cable TV, air conditioner, free high-speed Wi-Fi,safe, bathtub, etc

Deluxe Room

(Picture 2.Deluxe room)

With graceful, simple and modern design, Deluxe rooms, which have asize of 32-34 m2, are each equipped with one King bed or two single beds,elegant furniture and a balcony The bathrooms feature a modern standingshower, luxury amenities, and high quality towels

Deluxe Ocean View

(Picture 3 Deluxe ocean view room )

With graceful, simple and modern design, Deluxe King rooms, whichhave a size of 32m2, are each equipped with one King bed, elegant furnitureand a balcony that looks out to ocean, mountain, palm tree farm or gorgeoussunset The bathrooms feature a modern standing shower, luxury amenities,and high quality towels

Deluxe Ocean Panorama

Picture 4 Deluxe ocean panorama room

With graceful, simpleand modern design, DeluxeOcean rooms, which have asize of 32-44m2, are eachequipped with one King bed

or two single beds, elegantfurniture and a balcony thatlooks out to ocean,mountain, palm tree farm orgorgeous sunset Thebathrooms feature a modernstanding shower, luxuryamenities, and high qualitytowels

Grand Suite Ocean Panorama

(Picture 5 Grand Suite room)

Grand Suite Ocean Panorama rooms are designed with Sunset BeachResort & Spa signature curves, furnished with modern and luxurious largebeds, restful bathtubs, all of which will help our guests at ease to enjoy thecharming and poetic beauty of the nature, the coast and the skyline of PhuQuoc island A few steps to the ocean, our guests could hear the wavestravelling through their ears and a closet touch to nature.

Sunset Premium Ocean Panorama

(Picture 7 Sunset Premium room)

With an area of 36m2, each Sunset Premium Ocean Panorama roomhas a separate balcony with stylish indoor space, which makes the overallatmosphere relaxing and romantic, especially suitable for couples wishing forromance at Pearl Island

The luxury bathtub with the panorama view of the ocean, is the bestplace for enjoying the magical sunset in Phu Quoc Island The bathroomsfeature a modern standing shower, luxury amenities, and high quality towels

Price list of Sunset Beach Resort & Spa

Price (VND)

room

Grand suit 56m2 Twin bed 3.400.000 3.600.000 3.800.000

No surcharge for children under 6 years ol VAT and 5% cost of

server

2 Facilities & Services

(Picture 8 Sunset Buffet)

Not only available for buffet breakfast, this place also welcome diners forlunch, dinner or party as per request Here is where you can try countlessdelicate local and Western signature specialties, or feel the quintessence ofculinary arts from our Asian European styled dishes in a romantic andclassic atmosphere, whole-heartedly and professionally served by our youngand ardent F&B team We are

always attempting at different

and preference for food and drink

(Picture 9 Sunset Restaurant)

In-room dining service:

For your convenience toenjoy every cozy moment

in your own room, SunsetBeach Resort & Spa takespleasure in offering you in-room dining service with anexclusive menu thatincludes special maindishes, delicate side dishes,and uniquely-made choices

of cocktails

B SUNSET BEACH BAR & RESTAURANT

If you need a peaceful space for some special cocktails, drop by the Sunset Beach Bar & Restaurant

(Picture 10 Sunset Restaurant)

Sunset Beach Bar, located on the beach, right beside the outdoor

Opened in late 2016, Sunset Beach Bar has constantly been considered one of the best beach bars in Vietnam.

Coming here, customers are servedvarious kinds of drinks and simple butfresh food Tasting Sunset Beach

y the beach will certainlywakeup all of your culinary senses Thepopular selection is fresh caughtseafood fusion dishes, paired with coldbeer and sunset signature cocktails

(Picture 12 Sunset Bar)

Besides good food and excellent cocktails, at Sunset Beach Resort & Spa,they frequently hold dynamic night parties with trendy music played bytechnologically advanced sound system and top-rated DJs

(Picture 11 Sunset Bar)

Sunset Beach Resort & Spa is the best place for picnics at the beach,savoring your favorite drink or leisurely relaxing and enjoying a breakfast ordinner of your choice The most popular activities at Sunset Beach Bar consist

of taking selfies and checking in at romantic corners of the bar, sunbathing onthe loungers while reading your favorite book, diving in the blue sea, enjoyingsome glasses of fruit cocktails, immersing yourself in the best music beside theocean during the night, or just simply getting a good dish of seafood, a chilledglass of beer, and slowly observe a day going by in the Pearl Island

C SUNSET FACILITIES:

Sunset Beach Resort & Spa

Wireless internet access throughout guest rooms / public area 2

infinity Swimming pools

Limousine / Transportation / Car Rental Services

Laundry / Dry Cleaning Services Babysitting

Services (on request)

Currency Exchange

Connecting and wheelchair accessible rooms available upon request

PART B

INTERNSHIPACTVITIES

Work at Front Office Agent

I spent two months practicing as a receptionist at Sunset Beach Resort &Spa At first, I was very eager because I could practice the English languagelearned in class and received further training in receptionist skills

During the first few days of my internship, I tasked with observing howemployees work and assisting them with photocopying documents such asclient identification Furthermore, after the guest finishes the check-inprocedures, I assigned to data entry A working day is about 8 hours Usually,the start time is 8:00 am and 2:00 pm The first thing to learn when becoming

a receptionist at a hotel is how to greet customers The company's welcomemotto is Sunset Beach Resort & Spa, receptionist is speaking, how can I helpyou?

After that, I have trained to work as a receptionist I learn how to checkcustomer information and check-in & check out for both domestic andinternational guests I practiced more direct communication and reflexesduring this time I found it to be the most important and my favorite thingduring my internship at this company

Besides that, I also take care of customers in phone calls Our companymakes a call to the customer's room It is called "Courtesy call" conducted at8: 00-9: 00 pm to check on the status of customers' satisfaction It also helpsthe company to understand the current situation of the premises andimmediately support them