how to success in customer service in rang dong hotel

With the attention of the school and faculty of foreign language, The University of Rang Dong organized student internship final practice; Rang Dong Hotel is where I select the actual pr

VIETNAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES

VIETNAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES

& Signature

Examiner 2’ s full name & Signature

In figures In words

Assessment criteria:

1 Conten(5.points).

2 Organization(2.0points) .

3 Vocabulary, Grammar, Spelling and mechanics(3.0 points).

Comments:

ACKNOWLEGMENTS



To get this internship, first of all, I would like to thank to the school andespecially the teachers in the Faculty of Foreign Languages has a dedicatedcontact centers, offices, hotels so we have the best place to practice andconsistent with our specialized targeting gives us the opportunity to contactand practical experience in the areas directly related to their majors At thesame time I would also like to thank the school and your teachers forfinancial support for internships so that we do not have to worry muchabout the physical problems during practice.

Besides, to get knowledge and professional skills to serve the internship ofstudents in the Faculty, you Language teachers have dedicated impartknowledge to students, especially those related knowledge specialized toeach student as well as the counsel, guidance about when the internshipexperience helped me a lot during practice In particular I would like toexpress our sincere thanks to Mr.Nguyen Ngoc Tam He is a teacher directlyguided my practice group First, thanks to the guidance and introduced mewith you to each of the agencies and departments of the hotel detail helpedher we have received the attention and help of more hotels And on to theshared interest in her for us before, during and after the last time theinternship through the meeting or send mail through the times she visitedthe course of our practice Or the latest announcements related tointernships she always gives us as soon as possible It is what she has donefor us has become a great spiritual force so that we can fulfill theirinternships

Finally, I would like to sincerely thank the board of directors and otherdepartments in the Rang Dong Hotel During practice at the hotel I get theattention assist, facilitate and guide dedicated board of directors as well asother organs, especially the siblings of the front three parts, restaurant androoms, thanks to that, I had to fulfill this internship And so I also learned,accumulated and learned many lessons and valuable experience in work inthe future

This is the final practice session and also the first practice session and onlyfor our students throughout the school year to make sure four inevitablymany shortcomings and flaws So I look forward to understanding andforgiveness, as well as the more protection your only teachers and leaders to

my hotel experience more firmly than on to the next stage of work

I sincerely thank

ABTRACTS

Along with the development of economy and society, our country's tourismindustry grow increasingly The tourist destination attracting more and more

tourists from home and abroad Local hotels and accommodation facilities, including hotels Rang Dong, also under construction and development, contributing significantly to the economic development

With the attention of the school and faculty of foreign language, The University of Rang Dong organized student internship final practice; Rang Dong Hotel is where I select the actual practice and gave me a lot of valuable experience after the internship at the organ

TABLE OF CONTENTS

ACKNOWLEGMENTS

ABTRACTS

CHAPTER I: INTRODUCTION ABOUT THE RANG DONG HOTEL 7

1 History of information and development of the Rang Dong Hotel 7

2 The business activities of the Rang Dong Hotel 8

2.1 Accommodation business areas: 8

2.2 The area catering business: 10

3.The organizational structures of the Rang Dong Hotel 10

CHAPTER 2: DESCRIPTION OF INTERNSHIP 11

1.The work assigned during practice and level of completion 11

2 A reveiw of the work practice The specific lessons through this internship work 11

2.1 The work at the reception 11

2.2 The division of work in the restaurant 12

2.3 The work in housekeeping department 15

CHAPTER 3: THE ADVANTAGES AND DISADVANTAGES DURING INTERNSHIP 15

1 Advantages 15

1.1 From myself. 15

1.2 From the School and the Faculty of Foreign Languages. 15

1.3 From the Hotel 15

2 Disadvantages 15

2.1 From yourself 15

2.2 From the Hotel 15

2.3 Think of yourself in the practice at the Rang Dong hotel, the plan of the occupation, the striving after the officical practice session 16 CONCLUSION 17

1.The general conclusion about the practice 17

2 What recommendations to companies, agencies, schools 17

2.2 For Hotels 17

CHAPTER I: INTRODUCTION ABOUT THE RANG DONG HOTEL

1 History of information and development of the Rang Dong Hotel

Hotel built in 1993, Last complete renovation 2005, Number of floors: 8,Total number of rooms: 96, Number of single rooms: 7, Number of doublerooms: 89, of which have 2 separate beds: 77, of which have a double bed: 6,City hotel

Rang Dong Hotel is located in the heart of Ho Chi Minh City, opposite Tao DanPark Dong Rang Hotel is a 10-minute walk from Ben Thanh Market and a15-minute walk from the War Museum Tan Son Nhat International Airport

is a 20-minute drive from the hotel

Hotels where international standard 3 star Ho Chi Minh City has to offerwith Rang Dong Hotel as a base All 96 guestrooms at the hotel provide allthe comforts and conveniences guests would expect in a hotel in this class.Each guestroom has non smoking rooms, air conditioning, daily newspaper,desk, hair dryer, internet access (wireless), internet access, in room safe Tosuit guests' convenience, this Ho Chi Minh City accommodation offers 24hrroom service, shops, elevator, coffee shop, laundry service/dry cleaning,meeting facilities, restaurant, room service The hotel offers massage, sauna,steamroom, spa to provide extra pleasure and relaxation for all guests Withelegant facilities and hospitality, guests at this hotel will surely have animpressive stay

The air-conditioned rooms at the Rang Dong come with large windows thatoffer views of the city Each room has a safety deposit box and minibar Hotshower facilities and a hairdryer are in the bathroom.Guests of the hotel canpamper themselves with a relaxing body massage For convenience, HotelRang Dong offers currency exchange and car rental services upon request.Rang Dong Restaurant serves a fine selection of local food European andAsian dishes are also available

With professional staff fully experienced, enthusiastic service carefully Fullymeet the needs of the individual resorts, as well as family needs a break towork with experts

With a cozy atmosphere, impressive solemn hall area, restaurants willcontribute to successfully organize seminars, conferences, and trainingtogether while enjoying the cuisine, Asian nguc team of professional chefsand staff team nguc considerate and thoughtful service All right decision, afamiliar address is your ideal place when arriving to the city of thousands offlowers

2 The business activities of the Rang Dong Hotel

2.1 Accommodation business areas:

Rang Dong Hotel has 96 Rooms cater for your stay, the rooms have an area

of 20-30 m2, the equipment in the room was a reasonable layout andaesthetic In each room has a full range of equipment such as airconditioners, refrigerators, computers, networking, wardrobe, color TV,telephone, desk lamp, lamp, books, 1 table and 2 chairs to drinking water,seating and equipment are in the hotel's logo

Table: Rates are per room applies to guests

Source: from receptionist in hotel

Hotel reception area has 1 air conditioners, fax machines, photocopiers,computers computer, phone, and 1 luxury furniture

2.2 The area catering business:

Include:

A dining room can accommodate more than 100 guests

A small bar

Dining areas are installed air conditioners, wall fan and systems

beautiful crystal-clear lights

Kitchens have been designed dining room, fitted kitchen fully equipped: cabinetscold, the appliances in the kitchen, hot-cold system

Mixing desk is equipped

3 The organizational structures of the Ky Hoa Dalat Hotel.

Director

Reception Housekeeping Security, guard Restaurant

Repair

Director:

 Planning and organising accommodation, catering and other hotelservices

 Promoting and marketing the business

 Managing budgets and financial plans as well as controllingexpenditure

maintaining statistical and financial records

 Setting and achieving sales and profit targets

 Analysing sales figures and devising marketing and revenuemanagement strategies

 Recruiting, training and monitoring staff

 Planning work schedules for individuals and teams

 Meeting and greeting customers

 Dealing with customer complaints and comments

 Addressing problems and troubleshooting

 Ensuring events and conferences run smoothly

 Supervising maintenance, supplies, renovations and furnishings

 Dealing with contractors and suppliers

 Ensuring security is effective

 Carrying out inspections of property and services

 Ensuring compliance with licensing laws, health and safety and otherstatutory regulations

Technology Bureau:

Establish internet systems for check in and check out,rooms bookingand reservation at restaurent Resolve problems about machineswhen they are damaged.

Repair:

 On-site touch-up and repair to furniture, millwork, cabinets andmoldings

 Image enhancement to lobby areas, elevators, furniture and paneling

in hotel rooms, suites, meeting rooms and ballrooms

 Minimal downtime and inconvenience

 Color change and surface re-conditioning services, using mostlywater-based products

 Restoration of antiques

 Joint stabilization to assure structural rigidity and strength

 Same day use of most repaired or restored furniture and surfaces

 Ensure it meets the quality and cleanliness standards of customers athotel

 Responsible for building sales and profits in their units by advertisingand hosting conventions As a hotel manager, you must remain on callfor all emergencies, including robberies and break-ins

 Responsible for booking reservations, arranging transportation andmeeting important guests as they arrive Concierges also informguests of local attractions and tours, and call doctors for sick guests

Launder:

 The laundry department need to manage the linen supply The linensupply include the towels such as face towel, hand towel and bath mat,bed linen pillow case and bed sheet, bathrobe and table cloth, placemat and napkins The laundry department also provide guest laundryservice, dry cleaning and pressing

Reception:

Dealing with bookings by phone, e-mail, letter, fax or face-to-face

 Completing procedures when guests arrive and leave

 Choosing rooms and handing out keys.

 Preparing bills and taking payments

 Taking and passing on messages to guests

Dealing with special requests from guests (like booking theatre tickets

or storing valuable items)

 Answering questions about what the hotel offers and the surroundingarea

 dealing with complaints or problems

 Maintained the equipment in the good working condition andreported the loss of the linen equipment

Security,guard:

 Hotel security officers help protect guests and their valuables, as well

as fellow hotel employees

 Hotel security officers must watch for unusual, illegal or dangerousactivities occurring on the premises They often patrol hallways,parking lots, stairwells, lobbies, bars and restaurants In hotels withvideo surveillance equipment, a security officer might spend all orpart of his shift watching the monitors for any suspicious activity

Restaurant:

Restaurant is the ideal space for eat and drink,weddings,advertising andmarketing.Guests can relax by movies,bar,game,…

CHAPTER 2: DESCRIPTION OF INTERNSHIP

1 The work assigned during practice and level of completion

In the course of practice in Rang Dong Hotel, I was assigned to magazines inthree parts: the reception, housekeeping department and restaurantdivision We assigned practice schedule by date and according to very clearshift like an employee of the hotel At the department assigned to my roomlet fully work as a staff room: bed setup, setup room, the bathroom setup,setup closet, cleaning of the hotel lobby

At my restaurant department also assigned all the work of a restaurant staffsuch as the buffet table setup, the setup table, table, dining table for guests toserve and collect votes for breakfast

At the reception I was assigned the following tasks: receive and send keycustomer, listening and note-telephone, a concierge to spot

During practice, thanks to the dedicated guidance of the leadership as well

as brothers and sisters with the same staff and learning efforts, hard work, Ihave completed a good job and the task is assigned

2. A reveiw of the work practice The specific lessons through this internship work.

I was split started their internships at the reception in the first and thesecond week, the restaurant division within the next 2 weeks andHousekeeping department in last week

In all three parts, the first day is mainly to the sisters introduced me to knowthe tools used in the work process and work instructions specific I need todo

After you capture the content and the basic work, I get siblings tasked chiefand started practicing

2.1 The work at the reception

During practice at the reception, I mainly assigned to the morning shift tofacilitate the learning and go on The work that I have done include:

Clean and sanitize around the reception area (This is the basic job of areceptionist, front desk help clean, neat and attractive)

Cut password wifi, breakfast and check luggage votes

The instructors at busy or in a meeting, then you pick up the phoneinstead and take notes clearly

 Get and return the keys to guests

Jobs in hotels as a receptionist can be exciting and challenging.So it isneeded for a candidate to have and provide friendly plus welcomingapproach to any of their guest

We need to comply with core values and vision of hotel and providesatisfaction to guests So,we should enthusiastic and friendly with guestseverytime

We always respond to all guest requests and queries courteously, carry on allformalities from check in to check out needed and to run desk workssmoothly They would also need offer proper booking services either face-to- face with guests or be it via emails, fax or telephone

There are many key responsibilities of a receptionist Let’s look at them fromthe beginning From the moment a guest arrives, the duty of a receptioniststarts We need to commence in- house duties like greeting and attending allguest needs and provide excellent customer service We should be able toresolve guest complaints and keep them satisfied We would also need tocater to requests made by guests and ensure them a pleasant stay

Other than these prime reasons, We would need to adhere to safetyprocedures and also be able to perform them at times of emergency Beproficient and comprehend with first aid and health trainings Reasons forthese requirements are to keep all guests satisfied and happy; only then theywill come back for another experience

We equipped a lot of things that customer feel satisfied:

 Pospitable and friendly approach

 Well groomed and good presentations

 Ability to handle tense situations

 Ability to make quick decisions and work in a team

 Good interpersonal skills

 Have pleasant telephonic etiquettes