Practicum Report pptx

2.1 Role of receptionist receptionist Is appearance of the hotel  Meeting needs of customers and bringing profit to the hotel 2.2 Duty of receptionist  Introduce and sell tourism pr

I INTRODUCTION

1 Reasons for choosing Tien Thinh hotel

There are reasons for choosing Tien Thinh hotel where I practice Firstly, it hotel is ideal residence of many customers when they stop in Da Nang city It has advantageous location It is near city centre, station and airport Besides, Tien Thinh hotel is near famous landscapes and history traces Morever , the hotel have enough equipment and services make

customers who is very comfortable Therefore, Tien Thinh hotel attracted many customers and from that I learn many thing there Secondly, majority

of officers in the hotel who are cruited known English and majority of

customers are foreigners The hotel which are cruited known English and majority of customers are foreigners Therefore, English is usually used here From that, I can practice English which I has learned for 3 years To sum up, two reasons: ideal residence and role of English in Tien Thinh hotel which I choose it where I practice

2 Students’ duty at Tien Thinh hotel

My job in Tien Thinh hotel is receptionist

II BODY

1 General introduction process of Tien Thinh hotel

1.1 Deverlopment process of Tien Thinh hotel

Tien Thinh hotel is a member of KIMHUNGLONG group

KIMHUNGLONG

ONE MEMBERED TRADING SERVICE

IMPORT EXPORT COPANY LIMITED

Short name: KHLIMEXCO

Head office: 448 Hoang Dieu street, Hai chau, Da Nang city

Telephone number: 84.511.3834566

3834568-3834577 Fax: 84.511.3820748

Email: khlimexco@vnn.vn

Website: www.khlimexco.com.vn

Account number: +VND 52030599 DN CCB bank

Tax code: 0400592696

Business registration certificate number: 3204000253

Tien Thinh hotel found and used in 2000 It attain to standard 2 stars

Tien Thinh hotel have 4 floors including 25 rooms From the hotel,

customers can visit cham museum to take 5 minus, marble mountains to take

20 minus, Hoi An ancient town to take 45 minus by taxi The hotel is

designed beautifully and rooms have modern equipment

1.2 system diagram of the hotel

director

Deputy director

keeping

accountancy

kitchen

1.3 Facilities

Rooms

Vietnamese(VND)

Price for foreigners(USD)

Equipments

Equipment in

room

Dustbin X X

Regulation of the

hotel

Ornamental fish

pool

1.4 Staff

Department

name

quantity

school

professional qualification

director

keeping

1.5 Produces of the Tien Thinh hotel

Room

Sourverner

Food

Minibar

Air ticket

Laundry

1 The role of English in Tien Thinh hotel

English play important role in Tien Thinh hotel Firstly, English is used to contact with foreigners Nowadays, English nopt only is second language of some countries but also is common language whole the world especially in tourism field without espect Tien Thinh hotel

Morever, majority of customers of the hotel come from many different countries such as China, Singapore, Thailand, French,

America…… Majority of them use English which is main language to contact with officers in the hotel Therefore, when officers of the hotel know English, they easily do procedures and exchange some necessary problems Secondly, English like as a tool which isn’t lack in the tourism branch generally and in Tien Thinh hotel individually English is a bridge

to bring uor tourism branch to the world tourism Sum up, English is an useful tool in Tien Thinh hotel

2 Detailed receptionist description

2.1 Role of receptionist receptionist

 Is appearance of the hotel

 Meeting needs of customers and bringing profit to the hotel

2.2 Duty of receptionist

 Introduce and sell tourism produces of the hotel

produces of the hotel

one day

2.3 Working process of the reception in the Tien Thinh hotel

When customers came to the hotel Receptionist welcomes them and suggestion help If customers check in, receptionist asks them to have reservation or not

If customers have reservation, receptionist check name and some information

If customers don’t have reservation, receptionist needs to ask:

 Passport (if foreigners)

After that, receptionist notice information and regulations of the hotel, deliver the key to customers and take them to their room After customers come in their room, receptionist must finish works:

 Finish the file

situation

Receptionist knows every information during residence process and solves every complaint of customers

Finally, liquidate money when customers check out Receptionist

calls to house keeping check room After that house keeping inform back

to receptionist Receptionist will liquidate money for customers and say

goodbye and wish

2.4 Service process of the reception in Tien Thinh hotel

After customers receive room procedures, receptionist deliver the key and remind them carefully hold the key and return their key to receptionist when they go out

When customers come back If employees don’t remember the face of customers When they get key to the receptionist who recommended them view card or check name before delivering key

Receptionist provide information in the hotel and local attractions, the entertainment zone, events happen on location, socio-economic situation in the locality, the address telephone number of the bank, embassy,…

Receptionist require customers declare all the items on the declaration forms

Customers give valuable property and money to an envelop

by themselves and then they tick again and affix a seal Customers write name and number of room on an envelop

Customers and receptionist sign on votes (from page posts) Receptionist move page post to the safe of the hotel

When receptionist deliver page and luggage to customers, receptionist require customers to give a receipt and check in carefully Receptionist deliver the private envelop and require them to check again and assign receipt

Receptionist record the exact time and date that customers require

on the alarm notebook or shift notebook Receptionist check carefully alarm time on the alarm system of the hotel

Step of the alarm:

Greeting and suggestion help Ask customers that the alarm in what way:

Automatic alarm Direction alarm

Alarm by telephone

Ask customers number of room, time, date of the alarm carefully alarm process:

Alarm by telephone

Step1: Greeting, introduction name and department Step2: Notice current time

Step3: Wait customers answer Step4: Say goodbye and wish

Direction alarm

Step1: Knock, press the bell, wait customers answer Step2: Greeting, introduce department name

Step3: Notice current time Step4: Say goodbye and wish

Receptionist research reasons why customers want to change room _ Check availability of the room

_ Notice other department to clean the room every day _ Notice posters to help them change room

_ Receptionist ask customers about information:

Number of room Name

Transport method _ Reconfirm the information _ Say goodbye and record notebook _ Notice other department

Receptionist ask customers:

_ Name _ Number of room

_ Quantity _ Flight time _ Destination _ Class

Receptionist greets, suggests helping and introducing restaurant

of the hotel, asks customers for choosing food by themselves or according menu

If they want to choose food by themselves, receptionist introduces location of restaurant, opening and closing time

If customers want to follow fixed menu of the restaurant, receptionist implement:

Step1: Introduce menu so that customers choose by themselves

Step2: Ask customers information;

Time

Service method Quantity of meal on one day Payment of method

Step3: Check again information Step4: Say goodbye and show respect Step5: Write down notebook and notice restaurant department

When there are complaints of customers, receptionist have to:

Listen problems of them Find out main content and write down Express sympathy with them

Apologize Thanks Explain necessary something to do and implement immediately Write down and report appropriate

Monitor to ensure everything which is conducted Check customer satisfaction

Receptionist needs to keep claim, shows their understanding,

no argument, apologizes, no put the blame for others, no promise anything beyond the powers with customers

4 Observation and reflection

4.1 Advantage of receptionist

All receptionist of Tien Thinh hotel work actively, enthuslastically and friendly

Each receptionist have consciousness with business activities of the hotel Receptionist combine and help each other in the work They combine to other department the best service for customers

Receptionist ready to support every information for customers If customers have complaints, receptionist always solve quickly and skillfully situations They always create good impressions, confidence, satisfaction about the hotel for

customers

4.2 disadvantage of receptionist

Costume’s receptionist don’t really attract customer Although receptionist wears “ao dai” every day “ao dai” of each receptionist has different colour and type This thing don’t create unified and aesthetic hotel

Receptiomist coordinate unclosely to otjher departments to solve thoroughly during residence process Sometimes, requirements of customers aren’t

implemented quickly (example: customers require receptionist to bring minibar to their room on 2 or 3 times)

Working process of some receptionist is slowly This thing take a lot of time and influence service process of the hotel

3 Solution:

3 1 Solution 1: date 20th, April The group of Mr Khanh resided in Tien Thinh hotel go out and have some problems Therefore, they can’t come back the hotel to check out at 12 o’clock While the group of Mr Thanh require to check in before 12 o’clock

Solving: receptionist call to tour guide of the group and tour

guide said that they will check out later Receptionist suggest the group of Mr Thanh go to lunch and then come back the hotel and they agreed with receptionist

3.2 Solution2: date 1st, May

Mrs Marry resevated dulex room (302) from 30th, May to 1st, May in Tien Thinh hotel but she stay to add 1 night (on 2nd,May)while Mr Smith reservated dulex room (302) for nights from 2nd to 5th, May When Mr Smith check in, the room which he reservated isn’t available and all room in the hotel aren’t available

Solving: receptionist apologized and explained to him about this situation

Receptionist suggested introducing for him to other hotel with equivalent class or better but Mr Smith don’t agree Receptionist persuaded and said that Tien Thinh hotel will pay extra expenditure At the moment, Mr Sith agree with receptionist

3.3 Solution3: date 25th, May

At night, Mss Diana call to receptionist require to change room because her room have ghosts

Solving: receptionist listen customer’s complaints seriously, show

sympathy and no argue After that, receptionist check availability of room but all room in the hotel aren’t available Receptionist explained that this is a fancy and the hotel have always on duty guard but Mss Diana don’t agree And then, receptionist promises that they change room for her if there are customers to check out

tomorrow

3.4 Solution4: Date 17th, May

Mr Peter stayed in 302 for 3 nights in Tien Thinh hotel When he check out,

he required receptionist to reduce price for him because his room have bugs It made him feel uncomfortable

Solving: Receptionist apologized and promised that this problems

won’t repeat After that, receptionist explained that up to now the hotel have ever had this event to happen Receptionist apologized him again Then, receptionist asked idea’s manager about this situation

III CONCLUTION:

1 Summary:

During practicum process in Tien Thinh hotel I known arrangement system department of a hotel and working process of the reception Besides, I also learned some ways to solve complaints of customers

2 Learned Lesson

In contact with customer process, receptionist must be happy, open-heart,

friendly make them fell comfortable and wish coming to here later

When solving complaint of customers, receptionist must solve quickly, skillfully, professionally, no hurt them

3 Suggestions

Hotel

Regarding procedures: Tien Thinh hotel need to develop produces diversification such as massage, bicycle for rent or cyclo for rent, etc……

Regarding price: if customers stay at hotel for a long time, the hotel should hold birthday party free or free breakfast

Regarding facilities: technique department enhance to maintain and recover wrong equipments quickly Morever, majority of customers is using Internet but wifi

of the hotel is weak Therefore, Tien Thinh hotel needs to overcome this problem

Receptionist

Receptionist should connect to other departments to solve customers’ complaints thoroughly

Receptionist need to have uniform in order to create an unified and aesthetic hotel

Receptionist of Tien Thinh hotel need more flexible and active to solve

complaints and meet to needs of customers