INTERNSHIP REPORT Nam ha tourism limited liability company

After completing the program at the school with the introduction of an acquaintance, I become an intern in the Sales Department of Nam Ha Tourism Limited Liability Company.. LIST OF ABBR

TABLE OF CONTENTS

TABLE OF CONTENTS i

INTRODUCTION ii

LIST OF ABBREVIATIONS iii

LIST OF TABLES AND FIGURES iii

INTERNSHIP REPORT 1

CHAPTER 1: OVERVIEW OF NAM HA TOURISM CO.,LTD 1

1.1 Basic information about Nam Ha Tourism CO., LTD 1

1.1.1 General information 1

1.1.2 Foundation history 1

1.1.3 The main activities of Nam Ha Tourism CO., LTD 2

1.1.4 Organization structure 2

1.2 Basic information about Sales Department 3

CHAPTER 2: INTERNSHIP PROCESS IN COMPANY 5

2.1 Job description and internship process 5

2.1.1 Job description 5

2.1.2 Internship process 5

2.2 Difficult and learned lesson in internship process 10

2.2.1 Difficult issues during the internship 10

2.2.2 Learned lessons from internship process 10

CHAPTER 3: REALITY OF USING ENGLISH IN NAM HA TOURISM CO., LTD 11

3.1 Some description using English in Nam Ha Tourism CO., LTD 11

3.2 Propose solutions to improve English proficiency 11

CHAPTER 4: PROPOSALS FOR THE THESIS TOPIC 13

CONCLUSION 14 REFERENCES

In the context of global economy, Vietnam is making the biggest effort to keep with rich countries and to become a great nation in the world Today, with the development of national industrialization and modernization, tourism has become one

of the key industries bring major cultural and economic values to Vietnam Vietnam tourism is increasingly developing and plays a big role in Vietnamese economy This has resulted in establishing and improving many tourism companies in Vietnam

According to reality, English becomes effective tools that plays a great role in promoting the relationships between Vietnamese and foreign tourists And English helps Vietnamese make the best impression in foreigners’ hearts

After 4 years of studying and practicing as a student of the Faculty of English at Thuong Mai University, I feel really honored and grateful to the teachers in the English Department for imparting specialized knowledge about economy and commerce through lectures and they always facilitate to help me improve my English skills After completing the program at the school with the introduction of an acquaintance, I become an intern in the Sales Department of Nam Ha Tourism Limited Liability Company With direct guidance and enthusiastic support from my advisor as well as the company employees, I have been given a lot of suggestion and orientation about my future career

Although there are many shortcomings in the process of doing internship and writing this report but I have made the internship report with all enthusiasm and seriousness so I hope that I am given some comments and suggestion from teachers

I would like to express my sincere thanks to the help and guidance of the teacher

of Faculty of English, Mrs Do Bich Dao, who helped me so much to have the most complete report

LIST OF ABBREVIATIONS

LIST OF TABLES AND FIGURES

1.1 Organization structure of Nam Ha Tourism CO., LTD

1.2 Organization structure of Sales Department

INTERNSHIP REPORT CHAPTER 1: OVERVIEW OF NAM HA TOURISM CO.,LTD

1.1 Basic information about Nam Ha Tourism CO., LTD

1.1.1 General information

Abbreviated name: Nam Ha Tourism Limited Liability Company

Address: Thuong Hamlet, Minh Tan Village, Vu Ban District, Nam Dinh Province

Website: khusinhthainuingam.vn

Phone : 02283996099

Tax code : 0600378925-001

Business License : 0600378925-001

Operation Day : 12/02/2007

Head: Mr Dao Quang Hai

Main field: Short-stayed services

1.1.2 Foundation history

The first company was named Nam Ha Tourism Limited Liability Company under the business registration license issued by the Business registration office of Nam Dinh Department of Planning and Investment on February 12, 2007 (according to

No 0600378925-001) and then reissued on March 15, 2016 This company officially put into operation on February 12,2007 under the leading of Mr Dao Quang Hai

From 2007 to 2015, newly established, the Company promotes the development

of tourism, hotels, and ecological zones to create a fun environment for all ages

However, due to the newly established and not well organized consumption and management work, the first two years of the Company have not achieved good business results, resulting in negative profits and needing to take corrective measures Since 2016, 2016 marked important changes of the Company Preparing for the intensive steps and the tourism service development, the company decided to change according to the amended certificate on March 15, 2016 This is the first year after establishing company, it has the profits shown its position in the market

Currently, the tourist area has been stabilized and improved both in qualities and services Moreover, the tourism business and entertainment services has become more open

1.1.3 The main activities of Nam Ha Tourism CO., LTD

The main activities include providing short-stayed services; providing services of traveling vehicles, transport by tour; providing photography activities, sports and entertainment; buying and selling souvenirs, goods, stationery; trading in food items, drinking water for restaurants; organizing outdoor activities such as camping, swimming;

1.1.4 Organization structure

Nam Ha Tourism CO., LTD has the management structure as described below:

1.1 Organization structure of Nam Ha Tourism CO., LTD

The company has twenty-six employees In which, Administration Human Resource Department has four members, Finance Accounting Department has six members and sales department has sixteen employees All of them are well-educated

as well as friendly and enthusiastic They always try their best to complete assigned task and help me in my work

Function of each room:

+ Director: This is the person who has the highest responsibility of the Company before the law for all production and business activities, organizational structure, financial structure of the unit under the Joint Stock Company law

+ Finance - Accounting Department:

Director

Administration

Human Resource

Department

Sales Department Finance Accounting

Department

Its major tasks include assisting the director in planning the exploitation and capital circulation, meeting the business requirements of the unit; preparing finance reports, tax reports, periodic revenue and expenditure reports, in order to help the CEO effectively operate capital in according to the law; being responsible for checking, monitoring, urging and advising the General Director on the management and use of vehicles, machinery, equipment and supplies throughout the company; managing all supplies and goods circulated through the company, performing the process of material export and import; opening books, monitoring and recording, checking the legality, validity of documents on import and export of supplies and goods

+ Human Resources Department:

Its job comprises advising the company leadership on matters related to personnel, official dispatch, contracts, regulations applicable to the company; advising

on the organization of departments and personnel according to the company model; planning recruitment and human resource development; storing important documents, documents and papers; welcoming guests and partners; training, recruiting personnel for the company; developing a plan and implement recruitment

+ Sales Department:

They greet customers, introduce the products and services information for them; receive and process bookings, book confirmation or modify and cancel the reservations; handle customer complaints or problems; plan all kinds of goods, machinery, equipment and tools; perform import and export jobs to serve customers; manage and maintain documents related to the Company's business activities

1.2 Basic information about Sales Department

Sales Department is the direct link between a company’s product or service and its customers Because sales department’s missions include making sales, growing the company’s business and retaining existing customers And the most important thing is maintaining relationships with many customers

Described as the following image:

1.2 Organization structure of Sales Department

Sales Manager

Market

analyst

staff

Digital marketing staff

Offline marketing staff Receptionists consultant Offline

staff

CHAPTER 2: INTERNSHIP PROCESS IN COMPANY

2.1 Job description and internship process

2.1.1 Job description

My job is a receptionist The duties of receptionist include receiving and processing bookings with the hotel by mail or phone, meeting customers’ inquires about the company and its products or services, sorting and handing out mails, handing problems or complaints of customers, guiding visitors about check-in procedures, providing catalog and introducing attractive locations ( The company is close to Nui Ngam eco-tourism site in Nam Dinh so some beautiful places are Nui Ngam, Tran Temple, Pho Minh Tower, The monument of Tran Hung Dao and Vi Xuyen Lake,…), providing information of vehicle, some entertainment and eating services

Sometimes, offices may expect the receptionist to serve coffee or tea to guests, keep lobby tidy

With this job, I could be better contacting with everybody I realized that English help me talk to foreign visitors from England, Korea and China easily This is an interesting and enjoyable job and I like it

I spent 4 weeks on training in Nam Ha Tourism CO., LTD I went to the company 3 days a week And my working time table is dependent on the working time table of the company

Office time

In the morning: from 8:00 a.m to 11:00 a.m

In the afternoon: from 13:00 p.m to 17:00 p.m

2.1.2 Internship process

I present my training process as follows:

Week 1 ( December 31 th ,2019 to January 5 th ,2020)

INTERNSHIP DIARY OF THE FIRST WEEK

(31/12/2019-05/01/2020)

Tuesday,

December 31th ,2019

the head of Sales Department and my Advisor to discuss about the internship process -Visiting around the

Company and socializing with everybody in the company Thursday,

January 2nd ,2020

8.00 AM- 11.00 AM 13.00 PM- 17.00 PM

- Reading the documents, rules and regulations of company

- Being given directions about

my work

- Beginning my probation: greeting customer, calling and answering telephone

Saturday,

January 4th,2020

8.00 AM- 11.00 AM 13.00 PM- 17.00 PM

- Typing documents of tours, information of customers

- Cleaning the table and arranging documents according

to month, day

- Greeting visitors and guiding guests to in and check-out procedures

Week 2 (From January 6 th , 2020 to January 12 th , 2020)

INTERNSHIP DIARY OF THE SECOND WEEK

(06/01/2020-12/01/2020)

Monday,

January 6th ,2020

8.00 AM- 11.00 AM 13.00 PM- 17.00 PM

- Making the list of visitors in last week

- Typing some documents

- Receiving email from advisor and then sending the reaction

Thursday,

January 9th,2020

- Greeting visitors and answering the telephone

- Reading the material about customer’s characteristic especially foreign visitors -Typing documents

Saturday,

January 11th, 2020

-Calling and answering telephone from customers

- Reading documents of company and translating them

- Getting instructions on handing complaints or problems from customers

Week 3 (From January 13 th , 2020 to January 19 th , 2020)

INTERNSHIP DIARY OF THE THIRD WEEK

(13/01/2020-19/01/2020)

Tuesday,

January 14th, 2020

8.00 AM- 11.00 AM 13.00 PM- 17.00 PM

- Doing business report

of the previous week

- Handing some

complaints and problems of customers

- Receiving and processing bookings by phone or mail

Wednesday,

January 15th, 2020

- Greeting visitors and

answering telephone

- Introducing products

or services of company for visitors

- Translating some documents on domestic tours

Friday,

January 17th, 2020

- Sending faxes to Sales

manager of company

- Typing some documents

- Handing and reporting about the canceling of reservation

- Cleaning the table and arranging documents

January 20 th , 2020 to January 31 th , 2020: I was off for Tet holiday

Week 4 (February 1 st , 2020 to February 7 th , 2020)

INTERNSHIP DIARY OF THE FOURTH WEEK

(01/02/2020-07/02/2020)

Saturday,

February 1st ,2020

8.00 AM- 11.00 AM 13.00 PM- 17.00 PM

- Greeting guests and answering telephone

- Introducing the attractive locations on catalog for visitors

- Receiving and processing bookings by mail or phone

- Typing some documents Monday,

February 3rd, 2020

- Reading business report of the previous year

- Providing comments for the company’s upcoming business plan at the nearest meeting

- Greeting guests and answering telephone

Wednesday,

September 5th, 2020

- Typing document of tours

- Cleaning table and arranging documents

- Having a small party with everybody in the company

- Making a detailed report on the internship process

- Handing over documents to the advisor

2.2 Difficult and learned lesson in internship process

2.2.1 Difficult issues during the internship

After 1 month of internship at the company, I found that the job of a receptionist was not simple, but also not too difficult as I thought I always tried to complete all tasks assigned However, I also had some difficulties I had trouble in communication skills My English speaking was not good Sometimes, when talking to guests, they didn’t understand and I needed the help of my colleagues Besides, I also lacked a lot knowledge in the tourism industry and some terms of tourism This made the translation of documents slow and inefficient The working environment was very different from the theory what I learned at the University Due to the limited experiences, I didn’t handle the customer requests and complaints quickly and promptly This was still a hard challenge to me and I had to try it hard

2.2.2 Learned lessons from internship process

Through a month of internship in Nam Ha Tourism CO., LTD, I got a lot valuable working experience and soft skills In my opinion, these precious experiences will help me a lot for my work in the future

The first, the training course brought to me the opportunity to communicate with many people, especially foreign customers I learned a lot of vocabulary, information and knowledge in tourism I recognized that my English was improved so much through practicing The second, thanks to the enthusiastic guidance of my advisor and all employees in the company as well as in Sales department, I gained additional office skills I learned how to photocopy, receive and send faxes I also had chance to know translation methods and practiced it on my job Moreover, I learned some important skills in dealing with the customers and working the company’s employees Despite short time of training process, it helped me more confident and professional

In conclusion, after training course, I feel more grown-up with experiences in communication and skills to solve difficulties I also have had additional background and job orientation for my job in the future