Kim Anh who has contributed to my success in the internship for her advice and enthusiastic instructions Secondly, I owe my gratitude to all staffs in Nghe An Tourism Joint-stock Company
Trang 1For the completion of this internship, I have been fortunate to receive important helps from many people
First of all, I would like to express sincere thanks to my supervisor- Mrs Kim Anh who has contributed to my success in the internship for her advice and enthusiastic instructions
Secondly, I owe my gratitude to all staffs in Nghe An Tourism Joint-stock Company, where I took my internship for their assistance, hospitality, and friendliness In particular, I wish to give my special thanks to Mr Ta Khac Uyen and other members, for their instructions and counsels on my work
Finally, I want to take this opportunity to say thank to my fellows and my family who were always beside me They supported me a lot during this internship
Nghe An, April 2014 Tran Thi Huyen Trang
Trang 2TABLE OF CONTENTS
Trang 3PART I: OVERVIEW OF THE COMPANY
1.1 Name and Address of Company
Name: Nghe An Tourism Joint-Stock Company
Address: No.13, Quang Trung Street, Vinh city, Nghe An province
Phone Number: 0383844298 – 0383844825
Fax: 0383844825 – 03833843635
Email: ngheantour@.vnn.vn
Website: www.ngheantourism.net
1.2 Mission of Company
The company was established on July 15, 2005 It was granted a license to operate multiple functions business including: Domestic and international travel, transportation of domestic and international tourists, travel services business, office leasing and finance and purchasing food technology, personal and family belongings, metals, agricultural products
It was the first company in Central and Northern provinces licensed about international travel During the operation and development of the company, the company’s slogan is "Travel business is leading goal”
The company has thousands of tours from Laos – Thailand for tourists to visit Vietnam and vice versa The company has organized many delegations of Ho Chi Minh City - Ha Noi - Thanh Hoa - Ha Tinh - Hai Phong - Nghe An arriving Laos and Thailand
Up to now, travel operations of company are always effective The company has good trained tour guides who are young and enthusiastic They have professional skills It helps the operation of the company develop In recent years, travel operations of the company have reached good achievements Annual revenue reached high growth rate Its interest rate accounts for 60% of the market in Nghe
An
In addition, the company concentrates on improving the quality and effectiveness of other travel services such as hotel, restaurant and commercial business They administrate Song Lam Hotel, Bong Sen Hotel and some other Departments
1.3 Goals of the Company
The Company issued goals for the development very impressive The leaders want the company to become the leading company in transport business,
to become a strong company with the stable development Building the company
Trang 4to be a professional organization in order to create the sustained jobs, creative
environment, and high salary to all staffs in the company
With the goals such as “enthusiastic and trustful”, Nghe An Tourism Joint-Stock Company goes toward its success by supplying various perfect products
and services for its customers
The company always tries to promote development speed in profits, markets and high labor level Trying to improve and expand market systems, to open
important malls so as to become the basic for its stable development
1.4 Structure of Company
Executive relationship
Supervision relationship
Functional relationship
The Staffs:
- Director of Centre for International Travel: Ta Khac Uyen
- Deputy Director of Centre for International travel: Phan Dinh Nho
- Business Manager: Hoang Van Truong
Executive director board
Organization–
Administrative Department
Business
Department
Accounting - Finance Department
Quang Trung Restaurant
Bong Sen
Hotel
Song Lam Hotel
Venture Fashion store
Wholesale stalls
Trang 5- Domestic tourism leader : Phan Thi Van Anh
- Leader of overseas tourism : Dao Van Ngoc
- Marketing leader : Ho Van Ta
- Tour operator: Nguyen Thi Thuy Duong
Beside the positions in the Centre for International Travel above, the company also has other Centre with the same tasks:
* GLP (Golden Lotus Plus) center:
- Director: Dang Thanh Tam
- Domestic tourism leader: Nguyen Van Hien
- Market leader: Nguyen Xuan Tung
- Tour operator: Nguyen Thi Huong Chau
1.5 Functions in the Company
There are some organizations in the company and each of which has special functions:
+ Executive director board: To administrate all departments’ tasks directly, to
be responsible for the development of the company and to issue right policy for the departments
+ Accounting- Finance Department: To carry out accounting and financial tasks of the Company such as checking the figures about expenses of the company which go with account systems and the state’s accounting policy, report about company’s capital and property use Making a report about the market, getting information and give out the suitable methods for the leaders
+ Organization- Administration Department: To build up the labor resource of the 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’s plan To be responsible for all the matter related to a tour such as accommodation, meals, entertainment, visa, buying the ticket if necessary….etc
1.6 Summary of the duties and responsibilities performed by the intern
It was my honor to take my internship when I practiced at Nghe An Tourism Joint-Stock Company I received and recorded information of customers, shared specific information such as: name, age, address, tours, and price and investigated customer’s ideas about the quality of the tour Sometimes, I was notified to accompany the delegation in some short tours around Vinh city to learn more about business travel and tour guide
Trang 6PART II: PRACTICAL EXPERIENCES 2.1 What I have done
I took my internship at Centre for International Travel - Nghe An Tourism Joint-stock Company from February 17th, 2014 to April 14th, 2014
I worked as a secretary in the company Secretary practice is not simple, but not as difficult as I thought A secretary is often the first business contact a person will meet at any organization It is an expectation of most organizations that the secretary maintains calm, courteous and intelligent at all times regardless of the visitor’s behavior Therefore, I think that secretary is a very enjoyable and interesting job
The first, the duty of a secretary may include answering customers’ inquiries about the company and its products or services, sorting and handing out mails, a switchboard, setting appointments, filing, keyboarding entry and performing a variety of other office tasks, such as receiving, directing and relaying telephone messages and faxing messages, picking up and delivering the mail, opening and dating stamp of all general correspondence, maintaining the general filing system and filing all correspondence, assisting in the planning and preparation of meetings, conferences and conference telephone calls
Sometimes, I also performed bookkeeping or cashiering duties Some, but not all, offices may expect the secretary to serve coffee or tea to guests, and to keep lobbying area tidy
Moreover, with this job, I could be better contacting with everybody Consequently, in order 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 services were always been sympathized by them
In summary, this is a job which requires neat appearance, good sense of humor and clear speaking voice Especially, I must patiently investigate, has specific knowledge and be able to communicate well Maybe these are reasons which make me change my thoughts and bad habits Hence, I loved this job It gave
me a patient virtue and professionally working style
Office time: from 7:30a.m to 11:00a.m
I would report my job and the problems of acquisition by myself as follows: + Week 1: From February 17th, 2014 to February 21st, 2014: I had an opportunity to meet with the leader of guide department of Centre for International Travel - Nghe An Tourism Joint-stock Company, the direct advisor, visiting around the company and socializing with everybody in the company and I read the documents about the company and some tour information The most interested
Trang 7things I found out that there are many foreign customers like French, British, Australian and I think that is a wonderful opportunity for me to practice my English and my communication skills
+ Week 2: From February 24th, 2014 to February 28th, 2014: I got chances to involve in the real tasks in the company I helped other members to type the documents, arrange the important files Especially, I took part in calculating the expenses in some tours Thank to this task I fount that we will be soon accustomed with our work if we make efforts Everything becomes easier if we look at it completely
+ Week 3: From March 3rd, 2014 to March 8th, 2014: I was used to my job step
by step I came to the company to continue my tasks I studied documents about some tourist attractions in Nghe An province to get more information so as to help
me in designing the agenda for one tour in advance Nothing can keep me doing the tasks My boss gave me some more complicated duties such as designing an agenda for a tour, helping him to sign a contract with the client I am so happy because my boss believed me and gave me the chance to expose myself Also, in this week, all the members in the company had chance to get along with each other
by holding a small party for International woman’s day
+ Week 4: From March 10th, 2014 to March 15th, 2014: I continued my work with my own passion I made schedule for tours about time, number of tourists,
places to visit, expenditure for a person I also decorated some gifts to prepare for
the next tour and printed the visiting plans for tour guides I really feel like the feeling of finish my work and had a comfortable conservation with other members That each week elapsed, it supplied me with new experience Although my task was quite difficult, I always believed that I can do it well
+ Week 5: From March 17th, 2014 to March 21st, 2014: Mr Uyen asked me
to prepare a presentation for a tour to check my ability in leading and arranging for
a tour This was really the first obstacle for me in my job However, I tried a lot with the help from the others and the internet I really became a tour guide when my company welcomed a tourist from Australia to Vietnam in order to sign a contract I gave the task of introducing this guess about Vietnam and Vinh city on the way going around this city I was happy and became more mature than anytime in my life Through this time, I find that everything is normal if we tried a lot and with my confidence, I can do anything I want
+ Week 6: From March 24th, 2014 to March 28th, 2014: I wrote tours schedule
on the board and printing the visiting plans for tour guides, calculate the expenses in the next tour ( Ha Long- Mong Cai- Dong Hung with Time 5 days 4 nights) and found documents for this tour I also listened to some tour guides to tell some skills about tourism and some especial situations Thank to this task, we can find out the
Trang 8shortcomings of the last tours I have to say that it is not easy to begin this task I had to be careful in choosing information, arranging it to make my task effectively
I helped my boss to translate a contract, to type it and send an email to our client
+Week 7: From March 31st, 2014 to April 4th, 2014: Introducing domestic tours to customers Greeting customers and providing them with some information about some international tours Not only these, I answered telephones, translated documents on Nha Trang city tours, typed and photocopied the documents for customers Through these tasks, I had chances to learn more about the aspects of words in English It helped me in improving my vocabulary and translating skill Also, thank to this, I think, I will be more confident in dealing with a contract and having conservation with others
+Week 8: This week is from April 7th, 2014 to April 11th, 2014, we are off for preparing for internship report and daily journal
2.2 New skills acquired and skills improved
I acquired and improved my specialized skills in my internship period at Centre for International Travel - Nghe An Tourism Joint-stock Company
First of all, I improved communication skill This is very important As we know, communication skill is an indispensable element for all fields This factor is very important for tour guides This shows how to be smooth transaction and travel guides I worked as a tour guide to advice tourists about the tours My task is also to greet customers and to provide them with some information about some international tours, answered telephones Thank to this, I think, I will be more confident in interacting with other people Therefore, communication skill was essential for me in contacting with the visitors
Furthermore, I leant some business skill I was guided some works by Mr Truong When I met customers to sign contracts, I had to notice my appearance It is very important I also calculated the expenses in the tour Besides, I made schedule for tours about time, number of tourists, places to visit, expenditure for a person The statistic is so complicated; I had to calculate it in detail such as the price for meals, accommodations and found out more about tourists’ hobbies to pleasure them during the tour Furthermore, I also needed to count the price the company has
to pay for the drivers and the expense for the coaches There are a lot of thing we should concern when begin doing business I had some difficulties at first but I gradually became confident and had better business skills
Besides, I enhanced public speaking skill In fact, I always communicated with many tourists To be honest, I improved my English a lot after this time It really helps me more than anytime in life Thank to this, I find that everything is normal if
we tried a lot and with my confidence, I can do anything I want Also, I feel my
Trang 9speaking skill is improved a lot In fact, in order to get tourist’s attraction, I should have strong, clear voice plus my confidence all the time
In addition, I advanced my translation skill I translated some contracts, some economics texts and tourism advertisements I also improved my vocabulary through translating them Translation in tourism field is not easy It is a complicated process which involves many steps Therefore, I also learnt the steps of translation Steps in translation are establishing project, exegesis, transfer and initial draft, consultation, final draft I had chance to learn more about the aspects of words in English Actually, it helps me improve my vocabulary and translating skill a lot Finally, I got some technology skills For example, I learnt how to fix some simple errors of some machines such as: fax machine, computer, and camera
2.3 Management techniques observed
Joint-stock enterprise is a popular typical model of market economy The organizational structure of management in the company is clear separation of powers among parts It depends on the proportion of each shareholder's capital
I learnt efficiency management Each employee has a different work schedule, most of the time they spent to work, although they are rarely encountered in the company The heads of departments manages their employees through their own work schedule Besides the strict management, board of directors is very close to the staff, especially for new employees and internship students They are present immediately when employees have any difficulty Through the management employees in company, I realized that the value of each worker depends on the good management In fact, I had many experiences in management techniques They will
be useful experience with me for my job in the future
I also acquired that if I want to be successful and become a leader, I have to be punctual and determined All members of the company always try to finish their work before the deadlines They are never late in the job In any task, they believe in themselves and do the things skillfully and determinedly
2.4 Classroom skills employed
Through my internship, I had the practical working experiences under guidance
of experienced tour guides in the company Therefore, I become mature and careful
in doing anything
First of all, I applied what I have learned in the lecture at Vinh University to work I applied such skills as reading and writing In fact, I read many documents and translated many travel contracts
Besides, I applied such skills as listening, speaking and interpreting I had to listen and speak with the foreign tourists I also interpreted for some staffs of company who are not good at foreign language (English) to communicate with
Trang 10foreign tourists I also did note- taking and used the chart to write key words of sentences when talking with foreigners It was easier for me to interpret
Moreover, I applied the knowledge about Cross Cultural Communication which I learnt in Vinh University before Understanding Vietnamese and English culture, I easily interpreted the things relating to two nations' culture
Furthermore, I applied the knowledge about tourism (English for tourism) I used many specialized terms in the field of tourism I knew how to choose and use the suitable and formal language when I introduced a place to visitor
I also applied public speaking skill It is very important in interpreting and other fields We should be confident and have strong voice, good preparation, clear purpose, time allowance, body language
Finally, I applied my note taking skill I applied short-term memory I also used note- taking skill which is suitable to me and use signs, symbols, abbreviations and keywords
2.5 Problems encountered
I worked at Nghe An Tourism Joint-stock Company I had many difficulties in
my internship period
Firstly, I had difficulties because I lacked vocabulary of tourism In fact, I had
to use the dictionary and search on the internet much to read documents Besides, I had to ask the experienced tour guides in this company to have the suitable information
Secondly, although I expected to work as a tour guide, I did not have many opportunities to work, because there were not many tours in internship period Almost my time were spent on getting information and experience
Furthermore, my English is not so good and I haven’t mastered the steps in leading a tour so I don’t know where to begin first Also, my weak point is quite shy
in front of a lot of people so I felt so nervous when presenting my speech My typing skill is not good so I can’t do my task quickly
Last but not least, the centers hold some projects but the number of these programs in my practicing period is small
To sum up, I had many difficulties in internship period I promise by myself that I will study harder to obtain my objectives in translation and interpreting
2.6 Lesson learned
Through my internship period, I learned a lot of interesting and useful things