Báo cáo thực tập tốt nghiệp tiếng anh (11)

Secondly, I would like to thank all my teachers at the Department of ForeignLanguage, Vinh University for the helps and guidance that they have given me.Thirdly, I owe my gratitude to al

Secondly, I would like to thank all my teachers at the Department of ForeignLanguage, Vinh University for the helps and guidance that they have given me.Thirdly, I owe my gratitude to all staffs in International Travel Center -NgheAn Tourism joint-stock Company, where I took my internship for their assists,hospitality, and friendliness In particular, I wish to give my special thanks to Mr TaKhac Uyen, Mr Truong and Phan Thi Van Anh for their instructions and counsels

on my works

Finally, this report would not have been possible without my fellows and myfamily who were always beside me They supported me a lot during this internship

Nghe An, April 2014

Nguyen Thi Thanh Nga

PART I: OVERVIEW OF THE COMPANY’S ORGANIZATION

1.1 Name and Address of Company

I practiced at Nghe An Tourism Joint-Stock Company – International travelcenter located at no Bong sen tower 39- Quang Trung Street- Vinh city- Nghe Anprovince

1.2 Mission & Functions of Company

The company was established on July 15, 2005 It was granted a license tooperate multiple functions business including: Domestic and international travel,transportation of domestic and international tourists, travel services business, officeleasing and finance and purchasing food technology, personal and familybelongings, metals, agricultural products

It was the first company in NgheAn Central and Northern provinces licensedabout international travel During the operation and development of the company,the company’s function is "Travel business is leading mission-critical"

The company organized thousands of tours from Laos – Thailand for tourists

to visit Vietnam and vice versa The company organized many delegations of HoChi Minh City - Ha Noi - Thanh Hoa - Ha Tinh - Hai Phong - Nghe An arrivingLaos and Thailand

Up to now, travel operations of company have always been effective in area.The company had good trained tour guides who are young, enthusiastic They haveprofessional skills It helps the operation of the company develop In recent years,travel operations of the company have gained good achievements Annual revenuereached high growth rate, interest rate accounted for 60% of the market in Nghe An

in 2010

Annual general meeting

Executive director board

Board of Supervisors General Assembly

Organization–

Administrative Department

Business

Department

Accounting - Finance Department

Quang Trung Restaurant

Bong Sen

Hotel

Song Lam Hotel

Venture Fashion store

Wholesale stalls

In addition, the company concentrates in improving the quality andeffectiveness of other travel services such as hotel, restaurant and commercialbusiness They are Song Lam Hotel, Bong Sen Hotel and some other Departments

1.3 Structure of Company

Executive relationship

Supervision relationship

Functional relationship

The Staffs:

- General Director: Nguyen Duc Hien

- Chief Personnel officer: Nguyen Tien Thanh

- Director Centre for International Travel: Ta Khac Uyen

- Deputy Director of international travel: Phan Dinh Nho

- Business Managers: Hoang Van Truong

- Domestic tourism leader : Phan Thi Van Anh

- Tourist heads overseas : Dao Van Ngoc

- Marketing head : Ho Van Ta

- Tour operator: Nguyen Thi Thuy Duong

- Sales and Marketing: Tran Thi Huyen Trang

* GLP (Golden Lotus Plus) center:

- Director: Dang Thanh Tam

- Domestic tourism leader: Nguyen Van Hien

- Market leader: Nguyen Xuan Tung

- Tour operator: Le Thi Tam

- Sale- Marketing: Tran Thi Huyen Trang

14 Functions in the Company

There are some organizations in the company and each of which has specialfunctions:

+ Executive director board: To administrate all departments’ tasks directly, to

be responsible for the development of the company and to issue right policy for thedepartments

+ Accounting- Finance Department: To carry out accounting and financialtasks of the Company such as checking the figures about expenses of the companywhich go with account systems and the state’s accounting policy, report aboutcompany’s capital and property use Making a report about the market, gettinginformation and give out the suitable methods for the leaders

+ Organization- Administration Department: To build up the labor resource ofthe company To carry out regulations, salary policy and change labors if necessary

It also takes on stationery tasks in concrete conditions

+ Business Department: To supply the tourism services within the company’splan To be responsible for all the matter related to a tour such as accommodation,meals, entertainment, visa, buying the ticket if necessary….etc

1.5 Summary of the duties and responsibilities performed by the intern of Company

It was my honor to take my internship at Nghe An Tourism Joint-StockCompany I practiced at Travelling Group My duty at market segments was a TourGuide, Sale- Marketing and Secrectary I received and recorded information ofcustomers, shared specific information such as: name, age, address, tours, and priceand investigated customer ideas about the quality of the tour Sometimes, I wasnotified to accompany the delegation in some short tours in a few days to learnmore about business travel and tour guide

PART II: PRACTICUM EXPERIENCES 2.1 What I have done

I took my internship at International Travel Center - Nghe An Tourism Companyfrom February 17th, 2014 to April 14th, 2014 After two months practicing, I gotmany valuable experiences to complete the report and use it in future

Firstly, in my internship process, I met Mr.Ta Khac Uyen (the director ofinternational travel center) to know more information about the company where Itook my internship period And then I was introduced to Mr Hoang Van Truong(Business Managers of center) who guided me during my internship time Heguided me to know about how to work of this center I attended some talks of thestaff of the center I also learnt some specific works in the center, I received theprevious contracts of the company to reference, read and studied tourismdocuments I wrote presentation about tourist sites Nghe An, Ha Tinh, Da Lat I wasintroduced many skills like presentation, public speaking, management skill, etc Iprepared necessary things for my tour: documents, gifts, hats, mineral water bottles

I worked as a tour guide I joined in some tours such as “Thanh Chuong – Quang Binh- Quang Tri- Thanh Chuong”, “Vinh – Tran Temple – Hung Temple – Vinh”.

 Day 1 Thanh Chuong – Quang Tri

+At 6:00 The Tour guide and driver picked 70 members of Agribank of ThanhChuong district up at Thanh Chuong and start a trip to Quang Binh, Quang Triprovince

Firstly, we went to Uncle Giap tomb at “Vung Chua- Đao Yen” and had lunch at

Huong Giang restaurant in Dong Hoi -Quang Binh

+1.30 pm I took tourists to the ancient citadel of Quang Tri where occurred thebattle of 81 days and nights of Quang Triʹs army to protect it

+ 6.00 pm I took delegation to visit Dong Ha market to buy products which weremade in Thailand

+7.00 pm, we came back Medely hotel- Dong Ha, had dinner, checked in and rest

 Day 2 Quang Tri- Quang Binh – Thanh Chuong

+7:30 am, we visited Truong Son cemetery, insensed to memorize heroic martyrswho sacrificed everywhere Truong Son road to protect country in general and toprotect Quang Tri in specific in during the war against America

+11.00am, had lunch at Thao Nguyen restaurant at Phong Nha – Ke Bang

+ In the afternoon, we visited Phong Nha cave, sightseeing, and took photos

+ 5:30pm, we came back to Thanh Chuong

+ 10.00pm, I said goodbye tourists and we ended the trip

Vinh – Tran Temple – Hung Temple – Vinh.

Day 1: Vinh – Tran Temple

+ At 6.00 am: The guide picked visitors up at Vinh

+ At 7.00 am: We had breakfast at Muong Thanh Hotel in Dien Chau District andstarted to Nam Dinh

+ At 12.30 am: we had lunch at Hoang Mai Restaurant in Ninh Binh City And then

we went to Nam Dinh to visit Tran Temple

+ At 14.30 pm: We went to Hung Temple

+ At 18.30 pm: We arrived at Green Hotel in Viet Tri City, Phu Tho province,checked in and rested Then we had dinner at hotel’s restaurant Visitors visitedfreely

o Day 2: Hung Temple – Vinh

+ At 7.00 am: we checked out and had breakfast at Green hotel’s restaurant

+ At 8.00 am: Went to Hung Temple

+ At 11.45 am: we had lunch at Minh Trong restaurant After that we returned toVinh – Nghe An

+ At 7.00 pm: we had dinner in Nghia Dan District

+ At 10.00 pm: I broke up tourists and ended tour

Working as a tour guide in the company, I set the stage and mood for thewhole tour It is the first and lasting impression the tourists will have of you I learnt

to greet the tourists, attitude was friendly, sociable, willing to help the visitors, knewthe way how to introduce myself, my company, my tour (giving itinerary, settingmeeting point) answered many questions from visitors I also learnt that a good tourguide should be able to make their tourists feel safe, comfortable and interestedright away Tourists with a good tour guide should have a clear idea of what they aregoing to seen on their tours and understand the itinerary.

In addition, I worked as a saler- marketing To become a marketing is not veryeasy as I had thought before I had to read and study a lot of documents which arerelated to tourism, business and marketing, I found customer’s demands carefullyand wrote down all necessary information such as names, ages and the places wherethey want to travel, time, price, a number of customers, etc I read and studied a lot

of tourist attractions not only in Vietname but also in Lao, Thailand, Cambodia andothers places to give out good advices to customers, they can choose the bestdestinations where are suitable for their time, money, and their demands Beside Ialso practiced lots of communication skills to have good conversation andrelationship with customers, to persuade them to go to my company I went to manyplaces in Ha Tinh province for example Can loc high school, Xuan Dieu high shool,Oceanbank, Hatico Group, etc to introduce the company and to sign tourismcontracts Moreover, I found information about tourism marketing, and competitivecompanies in Vinh and Ha Tinh province I also signed car renting contracts inHuong Huong Son and Can Loc district in Ha Tinh

Besides, I worked as a secretary in the company Secretary practice is notsimple The first, the duty of a secretary may include answering customers’ inquiriesabout the company and its products or services, sorting and handing out mails, aswitchboard, setting appointments, filing, keyboarding entry and performing.Besider I also did variety of other office tasks, such as receiving, relaying telephonemessages and faxing messages, picking up and delivering the mail, opening anddating stamp of all general correspondence, maintaining the general filing systemand filing all correspondence And one of the most important works of secretarywas assisting in the planning and preparation of meetings, conferences andconference telephone calls

Sometimes, I also performed bookkeeping or cashiering duties Some, butnot all, offices may expect the secretary to serve coffee or tea to guests, and to keeplobbying area tidy

Moreover, I translated some documents which were related to company toupload on website to introduce to customers about the International Travel center –Nghe An tourism join- stock company, translated tourism documents about tourist

sites in Viet Nam such as Nghe An, Hue, Da Lat tourism for foreigner tourists toknow more about tourism, culture, custom, etc in Viet Nam They came to Viet Nammore and more I also translated a presentation about Lao tourism- travelling theland of million elephants (see appendix) for Vietnamese tourists understand moreLaos As a secretary, I also translated many tour programmes including domestic

and outbound tours for instance “Thanh Chuong- Quang Binh- Quang tri- Thanh Chuong”, “Vinh- Nha Trang- Da Lat- Vinh”, “Vinh- Vientience- Vinh” (see

appendix), translated car renting contracts, tourism contracts, and other documents

Furthermore, with this job, I learnt new technical terms in tourism, improvedtranslating skills I could be better contacting with everybody Consequently, inorder to give satisfaction to fastidious customers, I must be patient and harmonized

I have to sympathize and listen to all requests from visitors They are nice,courteous, and polite so my job is favor and safety My mistake service mistakeswere always been sympathized by them

In summary, this is a job which requires neat appearance, good sense ofhumor and clear speaking voice Especially, I must patiently investigate, hasspecific knowledge and be able to communicate well Maybe these are reasonswhich make me change my thoughts and bad habits Hence, I loved this job It gave

me a patient virtue and professionally working style

2.2 New skills acquired and skills improved

I improved many my skills in my internship process at International TravelCenter - Nghe An Touris skill It is undeniable that communication skill isindispensable elements for all fields This factor is very important to everyone ingeneral and tour guides, sale –marketing in specific This shows how to carry outsmooth transactio m Joint- Stock Company

First of all, I improved communication ns and travel guides how to introduceabout the company, tours as I worked as a tour guide tour guide Communicationskill was very necessary for me in contacting with the customers

Furthermore, I improved business skill I was guided some works by Mr Uyenand Mr Truong When I met customers to introduce about the company and to signcontracts, I had to notice my appearances and gestures I had some difficulties at thebeginning because it was the first time I did these works But I gradually becameconfident and achieved success

Besides, I improved public speaking skill due to the fact that during myinternship time, I talked to many people: tourists, customers I stood in front of

many tourists to present information about tourism when I guided tours So I had toadjust my strong voice, have good intonation and gesture.

In addition, I improved my translation skill I translated some tour

programmes including domestic tours: Vinh – Pu Mat national park; Thanh Chuong – Quang Binh – Quang Tri – Thanh Chuong and international tours: Vinh- Vientience- Vinh I also improved my vocabulary through translating them.Translation in tourism field is not easy It is complicated progress which involvesmany steps Therefore, I also learnt the steps of translation Steps in translation areestablishing project, exegesis, transfer and initial draft, consultation, final draft.Besides, I also improved calculating skills This is an essential element It isvery useful for me When I went to market or guided tours, I had to design manytour programmes which suitable for tourists̓ demand, time, money So one of themost necessary things to become a sale – marketing is rapid and accuratecalculating I can count money for renting car, meals, hotels, etc

In addition, I studied dealing with problems with skills that might happen.During most tours, there will be some problems No tour can be ever perfect Manytimes, problems are from the causes beyond control of the tour guide Sometimes it

is because of the tourists However many problems can be avoided such as loosingand fail to follow schedule or to know what I should do when lost way, miss time.One of the most important things of tour guides and sale marketing is clever andintelligent A good tour guide should be able to see a problem coming before itactually happens A good tour guide should be able to avoid many smaller problems

or deal with them so that most tourists do not even known there was a problem Ifthere is big problem, a good tour guide always inform there tourists of what ishappening A good tour guide is a good listener, taking the advices and comments ofthe tourists and choosing the best solution

Besides, I learnt group management skill The safe of my tourists was myresponsibilities To avoid any problems and to make sure that everybody enjoyedthemselves I must control my group This means making sure that everybody couldsee and hear properly and that everybody felt comfortable and safe I reviewedsafety issues such as crossing streets, personal belongings, etc, used the “umbrellamethod” to lead the group, headed count to make sure you have all your groupmembers Position myself so that you did not block the tourists’ view I realized that

a good tour guide should be well positioned He should also be fast when walking infront of all times when leading the group and at the back at all times helpingeverybody cross the street Tourists should be feel safe and be able to see andunderstand everything the tour guide was saying

Finally, I improved some life skills I understood more others psychology I gotmore sociable, friendly, and boadened my relationship with society Besides, I alsolearnt how to fix some simple errors of some machines such as: computer, camera,printer, fax machine, etc.

2.3 Management techniques observed

Joint-stock enterprise is a popular typical model of market economy Theorganizational structure of management in the company is clear separation ofpowers among parts It depends on the proportion of each shareholder's capital

I learnt management efficiently Each employee has a different work schedule,most of the time they spend to work, although they are rarely present in thecompany The heads of departments manage their employees through their ownwork schedule Beside the strict management, board of directors is very close to thestaff, especially for new employees and internship students They are presentimmediately when employees have any difficulty Through the managementemployees in company, I realized that each worker works effectively or not depends

on the good management In fact, I had many experiences in managementtechniques They will be useful experience with me for my job in the future

2.4 Classroom skills employed

I was very lucky and proud when I had the practical working experiencesunder guidance of experienced director of the center and professional tour guides inthe company I studied many things from them I knew how to be successful

First of all, I applied the knowledge about tourism (English for tourism) I usedmany specialized terms in the field of tourism I knew how to choose and use thesuitable, formal language, when I introduced about destinations to visitors

Secondly, I used what I have learned in the lecture at Vinh University to work

I applied such skills as reading and writing I read many documents, designed tourprogrammes

Moreover, I also applied public speaking skill to present information aboutplaces when I guided tour, met customers to consult and signed contracts I should

be confident and have strong voice, good intonation, clear purpose, carefulpreparation, punctuation, body language, etc

Besides, I applied knowledge about tourist sites in Lao and Thai Lan what Iknew through Lao and Thailand’s students whom I was tought Vietnamese in an

international volunteer program to present information about Lao and Thailandtourism for customers.

In addition, I also used such skills as listening, speaking and interpreting Iworked as a tour guide for an outbound tour I had to listen and speak with theforeign tourists I interpreted for them to understand about necessary informationwhen they travel in Vietnam I concentrated my mind I also did note taking andused a small paper to write main words of sentence when talking with foreigners Itwas easy for me to interpret,

Furthermore, I applied the knowledge about Bristish and American studywhich studied in Vinh University last year Understanding Vietnamese andAmerican culture, I easily interpreted the things relating to two nations' culture.Finally, I applied my note taking skill and short-term memorize skills Thiswas easy for me to for instance using signs, symbols, abbreviations and keywords

to study a lot of experience from my boss and other tour guides in this company.Secondly, I hadn’t many opportunities to work because the time for myinternship was short As we known, to become a good tour guide, sale- marketing orsecretary we need a lot of experience

Finally, I had to work in a complex group It was very difficult for me tounderstand each department, and employee’s works in the company, a reasonabletime for each person in the group

To sum up, I had many difficulties in internship period I promise by myselfthat I will study harder to obtain my objectives in translation and interpreting

2.6 Lesson learned

First of all, I leant how to become a good tour guide A good tour guide shouldselect suitable language to introduce and explain to visitors about the culturalheritage and nature of a particular region which were recognized by authority If

you want to be an experienced tour guide, you should create many opportunities todemonstrate my capabilities To become a tour guide is not easy You should adjust

to your work much, often get away from home, especially you usually work onholidays and special days

Moreover, I knew how to become a good Sale- marketing To become asuccessful marketing, the first step, you have to have information finding skill todevelop your market (understanding about general market, your customer’sdemand, others competitive companies in the market) The second step, you havegood communication to build good relationship with customers And one of themost important things of sale- marketing is convincing skill You have to convincethe customers to come to your company

Besides, Becoming a professional tour guide and good marketing, you had to have alot of important factors The first thing is passion, have a good voice, proficiency inforeign languages The second thing is hard working, non-stop studying and alwaysgetting along with everyone The third thing is to be intelligent, quick and clever todeal with some problems which may happen during you tour Beside knowledgeand skills as mentioned above, you need to have good health You have to go tomany places with different weather If you do not have a good heath, you will not beable to continue your work

Finally, I had many experiences about the side in tourism You should havemany new words in all fields Moreover, you should take care of yourself to ensurehaving a good health It will help you finish your work well