Báo cáo thực tập tốt nghiệp tiếng anh (1)

I was introduced by Department of Foreign Languages and the Leader of Vinh University as well as agreed by the Header of Phu Quy Hotel, I have 8 practical training weeks from 17 th Febru

People say that study must be accompanied by practice It means that studying is in close relation with practice Therefore, what I have learnt should

be applied to the real life, and practicing training is an extremely important activity of each course which each student has to experience

Practical training help students to touch with the reality; shorten the distance between theory and practice, raise the awareness of the staff in the future In addition, the practical training is a valuable opportunity for us to get

a lot of useful experience.

I was introduced by Department of Foreign Languages and the Leader

of Vinh University as well as agreed by the Header of Phu Quy Hotel, I have 8 practical training weeks from 17 th February to 13 th April at Phuquy Hotel

During two months practicing at Phu Quy Hotel, I have been fortunate

to receive invaluable contributions from many people.

First of all, I would like to express my deepest gratitude to my supervisor, Dr Tran Ba Tien for his absolutely indispensable assistance, excellent suggestions, expert advice and detailed critical comments; without which work would not have been complete

Secondly, I owe a special debt of gratitude to all my lecturers at the Foreign Language Department at Vinh University, for their endless enthusiasm and undeniably useful lectures.

I would also like to extend my sincere thanks to the board of director,the reception manager- Mrs Nguyen Thi Le Quyen and staffs of Phu Quy Hotel for their enthusiastic guidance, help and encouragement during practical process.

My warmest thanks are due to my loving family, my friends for their unconditional love, support, encouragement and forbearance.

Finally, I am all too aware that despite all the advice and assistance, I feel that the report is far from perfect; it is, my sole responsibility for any inadequacies and shortcomings that the report may be considered to have.

Student

Nguyen Thi Hien

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TABLE OF CONTENTS

CHAPER 1: INTRODUCTION

In modern life, tourism becomes an indispensable need of society It is not only a key economic sector of the country but also as a bridge of exchange between peoples, nations and different cultures Tourism development will facilitate mutual understanding between peoples, cultures and promote peace,

friendship and common progress of mankind in the world Vietnam is a country with more favorable conditions for tourism development, including weak natural, human factors, a unique tourist attraction Viet Nam is an ideal destination for tourists which attract thousands foreign visitors every year with

a lot of famous places, for example: Ha Long bay, Phong Nha cave, Nha Trang beach, Hoi An ancient town, so on.

Located on the North of Central Area, Quang Binh is a developing province With the strategic location at the central of the country, Quang Binh has great potential for tourismwhich remark changes in economy, culture and society Actually, there are many attractive sites to pay a visit to Quang Binh such as Phong Nha cave, Thien Duong cave, Nhat Le beach, Da Nhay beach, Bang Hot spring, Tam Co cave, so on.

Because tourism develops, a system of hotels and guest houses has been built in Viet Nam in general as well Dong Hoi City in particular in order to meet visitors' demand Besides, the officials also have focused on training professional and skilled staff, combining travelling agencies, giving interesting services aim to attract more and more visitors such as: bar, restaurant, pool, karaoke, meeting…

Phu Quy hotel is one of the big hotels with high quality in Dong Hoi city, Quang Binh province It is a convenient place for visitors to stay at during their holiday, especially in the summer Coming to Phu Quy hotel, guests will

be satisfied with the working style of staffs as well as the rooms with all comforts

1.1 Overview of Phu Quy Hotel

Phu Quy hotel is a limited liability company as a member of Viet-Trung Company, was established in 2004 It is located on Nhat Le beach of Dong Hoi city, along Truong Phap Street Although Phu Quy hotel is still young and not very big as other hotels in Dong Hoi, it early built a stable and firm market for itself The hotel, ranked as two star, has a total area of 11000 square meters, 70

rooms, a big garage and a bar with full facilities Additionally, the hotel has

two large restaurants accommodating up to 600 guests and two meeting Halls, the total investment value calculated from its establishment until 2010 was 12 billion, from 2011 to present the total investment of up to 35 billion Moreover the staffs are experienced, enthusiastic to work and always friendly with everyone Coming to Phu Quy hotel, visitors will certainly be satisfied with service quality as well as the staffs here.

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Business (3 people)

Accounting (4 people)

Board of director (2 people)

Phu Quy Hotel is an ideal stop for guests paying a visit to the World Heritage Phong Nha-Ke Bang National Park, Nhat Le beach and other sights

at Quang Binh

Address: Truong Phap Street, Hai Thanh ward, Dong Hoi city, Quang Binh Province.

Tel: 052.3810.369; 052.3810345

Fax: 052.3810.369

Email: Phuquyhotelvt@gmail.com.

1.2 Overall goal and field of the Hotel

The overall goal of Phu Quy Hotel is to develop trading and service activities and increase income for the Hotel and the company It also aims to improve living standard of the staff in company and creates more employment in local place.

The main field of the business is to provide accommodation service In addition, it organizes domestic and international tours

The restaurant, bar, meeting, workshop services are willing to serve customers, in particularly, on the special occasions, such as: symposium,

wedding, banquet, meeting and so on.

Transport services are always available.

1.3 Hotel Organization Structure and Management

1.3.1 Hotel Organization Diagram

Director: Mrs Nguyen ThiTham

Vice-director: Mr Nguyen Ngoc Nam

There are 40 staffs in total:

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(4 people)

Housekeeping (8 people)

Food and beverages (15 people)

Guard and electric-water (6 people)

Rooms

(6 people)

Maintain (2 people)

Kitchen (8 people)

Restaurant, bar, meeting

(7 people)

1.3.2 Functions and duties

* Management Department: They are responsible for overall

performance of the hotel.

- Managing and operating the business of the hotel.

- Setting out and implementing strategies of the hotel.

* Accounting Department:

- Checking the financial activities of the hotel, including: receiving cash and banking transfer, payment of wages, helping the director to manage hotel finance

* Business Department:

- Researching the market and finding new sources of customers

- Attracting visitors from outside to the hotel

- Planning and orient development for the Hotel.

* Reception Department:

This department represents the essence of the hotel Receptionist is the person who works with the guest directly and plays an important role in the hotel She will have four main functions:

- Communicating with guests

- Setting for guests

- Booking and paying the rooms for guests

- Dealing with guests’ complaints or problems.

* Housekeeping Department:

- Managing the hotel chambers and the cleanliness of the chambers

- Washing and ironing clothes, blankets, bed sheets.

- Cleaning all the rooms, changing beddings

- Maintain facilities, equipment in the Hotel

* Food and Beverages Department:

- Providing many facilities and services for customers,

- Focusing primarily on serving food, drinks in restaurant, meeting room, hall

* Guard and Electric-water Department:

-Planning schemes to protect labor and working 24/24 hours

-Ensuring the maintenance of security and order, protecting the guests’

safety and property.

- Ensuring to provide enough electricity and water for the whole Hotel

- Checking and maintain electric-water system

1.4 Types of rooms and facilities

Type 1:

Single room

1 single bed, 1 TV, 1 air-condition, 1automatic heater, 1 fridge,

telephone, …

300.000 VND/ a day

Type: 2:

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Kind Appliances Prices

Double room

2 single beds, 1 TV, 1 air-condition, automatic heater, 1 fridge, 1

wardrobe, telephone…

350.000 VND/ a day

Type 3:

Double room

2 double beds for 4 people, 1 TV, 1 automatic heater, 1 air-condition, 1 wardrobe, 1 fridge, telephone…

400.000 VND/ a day

Type 4:

Vip room

1 double bed, 1single bed, 1TV, 1 bathtub, 1 air-condition, 1 automatic heater, 1 wardrobe, 1 fridge,

telephone…

700.000VND/ a day

The price just apply for the winter and domestic guests, each room will heighten 200.000 VND in the summer and 50.000 VND to foreign visitors.

 Meeting services:

Workshop

rooms

Air-condition, sound and light system, from 60 to 90 seats…

2.500.000 VND/ a day

Conference

rooms

Air-condition, sound and light system, modern projectors, from

150 to 300 seats…

10.000.000 VND/ a day

Coming to Phu Quy Hotel, you will be served with the enthusiasm and highest quality of services.

CHAPTER 2: PRACTICAL EXPERIENCE

2.1.What I have done

The first week (17/02-22/02)

In the first week, I carried out some following works:

- Coming to Phu Quy Hotel to greet the director and present the training decision of Vinh University

- Meeting the board of managers to receive training jobs

- Learning about the organization structure and management of the hotel, make plans for vocational training process and consult the supervisor teacher

- Starting learning the way to work from the receptionist.

My each day consists of two shifts:

- Morning: from 6:30 to 10:30

- Afternoon: from13:00 to 17:00

Every day, I went to the Hotel on time, cleaned the office and prepared tea Then, I started practicing my training job.

The second week (24/02-01/03)

In the second week, I both learned skills and experience by observing and practicing together with the receptionists of the Hotel who are very friendly and enthusiastic to help me.

In the free time, I usually helped the room staff clean rooms after guests check out.

The third week (03/03- 08/03)

I practiced the training job as a receptionist:

- Greeting customers and making reservation for guests by some questions, for example:

- Welcome to Phu Quy Hotel How can I help you?

- Which kind of room would you prefer?

- How long do you intend to stay?

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- What short of price do you prefer?

- Helping guests to book car or tour tickets.

Besides, I also helped the hotel’s staff prepare before the regular inspection of the whole company.

During the practical process, I got some difficulties when dealing with complaint or problem of the guests, such as: guests complain about the price or want to change room, therefore, I had to thank to the receptionists’ help.

Three next weeks (10/03-15/03, 17/03-22/03& 24/3-29/03)

In the three next weeks, I worked as a receptionist with the following duties:

- Welcome guests, dealing with reservations and cancellations by phone, e-mail, or face to face.

- Checking guests into the hotel, allocating rooms and handing out keys.

- Informing urgently everything to other Departments to ensure hotel’s services.

- Helping guests to book car tickets, introduce some tours such as: Phong Nha cave, Thien Duong cave.

- Sometimes, dealing with guests’complaints or problems.

- I’ m awfully sorry for that, I’ll speak to the manager and she’ll see to it right away.

- I’ ll make a note that Everything will be taken care of…

- Answering questions about facilities in the hotel and the surrounding area.

Sometimes, I talked to foreign guests if having opportunity.

Two last weeks(31/03-01/04 & 07/04-12/04)

In the two last weeks, I still continued my work Also, I collected information, documents, figure for the report and completed the report and handle.

I had a meeting to thank the manager, the receptionist manager and all staffs in the Hotel for their useful help Thank to them I could complete my training time and get good experiences for my expectancy job The director estimated what I did quite well and some limitation which are needed to overcome She gave her compliment to us for effective works.

2.2 New skills acquired and skills improved

It is undeniable that training time in the practical place is very useful to last year students Therefore, each student tries one’s best to get more experience and professional skills to improve oneself I have learnt much during the internship and set out strategies to persuade in the future.

The first thing I have learnt from staffs in the Hotel is communication skill with customers When communicating with guests, we should ensure eight following rules:

- Smile when greeting customer.

- Listen to what customer is saying

- Keep eye contact, but don’t stare

- Make sure to be interested

- Address the customer by name

- Don’t interrupt the customer

- Keep a reasonable distance from the customer, not too close and not too far

- Always thank the customer when appreciate

If we always comply these rules, customers will be pleasant and satisfied, and the communication with guests will be also very successful.

The second one is computer and math skill I have been accustomed to working with computer The work of receptionist always uses computer to deal with reservation and cancellation by email, fax, check guest into and out to the hotel, or help guest to pay money and so on So I have to use computer and internet proficiently.

The most common software currently being used for reception work is word processing software like Microsoft Word, spread sheet software like Microsoft Excel It's important to refresh my skills with these basic programs.

I'm proficient with Microsoft Word, Excel, and Power Point I'm very comfortable using these programs and have a lot of experience doing so I'm interested in learning how to use any other programs as well.

The third one is solving situations skill During training process, we had to deal with unusual situations with guests at the reception department I think that unsatisfied customers are part of running a hotel It is very important for any hotel to satisfy their customer Well, we generally handled unhappy customers by listening them Unsatisfied customers always want to be heard Therefore, we let them speak first and we tried to solve their problem later

If I want to become a receptionist in the future, I should maintain a calm, courteous and professional demeanor at all times and should:

- Be friendly and cheerful

- Enjoy interacting with other people

- Have good communication skills

- Be patient and helpful

And to become a skillful receptionist, I have to:

- know how to make a first impression on guests

- learn how to make direct calls with clients correctly and politely

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