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With themotto "Quality Pioneer" and the policy of diversifying products and ensuring theright implementation of quality commitments, Fiditour has positioned itself in thepublic''''s mind as
MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH INTERNSHIP REPORT Supervisor : Phan Thi Le Huyen, M.A Student : Pham Thi Quyen Class : K25NAD7 Code : 25203200665 Course : 2019 - 2023 DA NANG – March 2023 DUY TAN UNIVERSITY SOCIALIST REPUBLIC OF VIETNAM FACULTY OF ENGLISH Independence – Freedom - Happiness DUY TAN UNIVERSITY INTERNSHIP REPORT Student’s name : Pham Thi Quyen Date of birth : 20/09/2001 Class : K25NAD7 Department : Faculty of English Internship Site : Fiditour Travel Corporation, Danang, Vietnam Internship Period : From 6th February to 09th March, 2023 SUPERVISOR: Phan Thi Le Huyen, M.A DA NANG, March 2023 TABLE OF CONTENTS Page ACKNOWLEDGEMENT i PART I GENERAL INFORMATION OF THE INTERNSHIP SITE 1 1.1 Fiditour Travel Corporation .1 1.2 General information 1 1.3 Human Resoure and Organization .3 PART II DESCRIPTION ABOUT STUDENT’S INTERNSHIP 6 2.1 Position overview and responsibility 6 2.2 Detailed job description .6 PART III PERSONAL EXPERIENCE FROM INTERNSHIP 15 3.1 Personal advantages and disadvantages from internship 15 3.1.1 Personal advantages .15 3.1.2 Personal disadvantages 15 3.2 Personal experience from internship 15 PART IV SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY .17 4.1 Suggestions for Internship Site 17 4.2 Suggestions for Faculty of English 17 SUPERVISOR’S COMMENTS .ii i ACKNOWLEDGEMENT To the teachers at Duy Tan University, To the Director and all Staffs at Fiditour Travel Corporation, To my supervisor – Ms Phan Thi Le Huyen, Five weeks of internship at the Fiditour Travel Corporation the past has helped me gain valuable lessons as well as some experience for future job More importantly, a real internship is a time for students to try their hard at work and orient their future career for themselves We are really confident when encountering the real environment at the end of the study program First of all, I would like to express my sincere thanks and deep gratitude to all teachers of the English Faculty at Duy Tan University Actually, during four years of studying at university and forging practice, I have a solid foundation for transparent application I would also like to thank Ms Huyen, my instructor, for guiding me wholeheartedly and always answering all of my questions enthusiastically Next, I would also like to express my sincere thanks to the Board of Directors of the Fiditour Travel Corporation in Da Nang; you guys have created all favorable conditions for me to carry out the tour Practice at the company, get practical contact, listen and answer my questions help me successfully complete the internship and gain practical experience Finally, during the internship, as well as in the process of making the report, it is inevitable shortcomings, I look forward to receiving comments from teachers and the Board of Directors The company and the brothers and sisters guide me to complete the report and reflect reality more to improve my knowledge and better serve practical work in the future Yours sincerely, Student Pham Thi Quyen Intermship Report 1 PART I GENERAL INFORMATION OF THE INTERNSHIP SITE 1.1 Fiditour Travel Corporation Address: 93 Ham Nghi Street, Thanh Khe District, Da Nang City Phone: (84.236) 3 996 633 Facebook: https://www.facebook.com/vietluxtourdanang Gmail: cndn@vietluxtour.com Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 2 1.2 General information Fiditour Travel Corporation has a history of establishment dating back to March 25, 1989, with the initial business of organizing tour programs for foreign tourists to visit Vietnam Built and developed (1989–2019), Fiditour has constantly grown to become one of the top 10 travel agencies in Vietnam's tourism industry At the same time, the business field is increasingly expanding: domestic and foreign travel business, providing air tickets, hotel booking, transportation services, event organization (M.I.C.E ), Free & Easy, Visa Fiditour Travel has also built a branch system in Hanoi, Da Nang, and Ho Chi Minh City Ho Chi Minh City and Can Tho, and a network of agents in many provinces and cities across the country With the motto "Quality Pioneer" and the policy of diversifying products and ensuring the right implementation of quality commitments, Fiditour has positioned itself in the public's mind as Vietnam's leading travel brand in general and the Da Nang market in particular in terms of service quality Commitments: • Make sure to carry out right commitments • Guarantee the delivery of selected products • Ensure reasonable prices • Insure enthusiastic and thoughtful services Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 3 The company still identifies quantity as a sustainable competitive advantage of the business with the goal of providing customers with different and unique travel services, contributing to the quality of life of tourists 1.3 Human Resource and Organization Board of Directors As the department responsible for all operations of the company, regularly study the daily reports of other departments, especially the marketing department, because it determines the existence of the company The board of director always understands the business activities of the company, promptly grasps the market, and quickly makes decisions and strategies to compete with many other players in the tourism market The board of directors also provides necessary human resource management measures such as recruitment or termination of employees and the allocation of powers and duties to each department in the company Executive board Being Executive board is a very important room in the whole company, as is the construction room, which runs all the work on a cruise First of all, the Executive board is the place to produce quality tourism products Quality and exclusivity in tourism products are the success factors of the whole company Having the function of establishing good relationships with suppliers in the market and staying informed about a wide range of important services available that contribute to a tour Airporting transfer service includes price, time of departure, airport, platform, point of arrival, and customer support services for all popular means of transport, including airplanes, trains, ships, speedboats, vehicles, or boats on the river Accommodating services include a system of restaurants and hotels in all regions of the country The operating department must always know the current price and general regulations of each place so that the tour guide can design the tour according to the appropriate services Hotels are classified from 1 star to 5 stars Furthermore, the restaurant system is classified as low-end to high-end or based on Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 4 the composition Customers are Vietnamese or foreigners, so they can choose the appropriate restaurant according to their own style (European restaurant, Asian restaurant, etc.) The Executive Department is very active in the preferential regimes for each customer and always updates the most recent information related to travel agencies' interests The Executive Department also has a free consultation function for customers when working on visa procedures, ensuring passport work, or extending stays for Vietnamese and international guests Accounting Department Being responsible for accounting for the company's business processes Submitting the minutes of business activities to the board of directors Make payroll for employees, pay customers, pay taxes, and prepare a financial plan Administration-Human Resources Department This is the part responsible for making payments to the workers’ company members With the following main functions: Managing the company's human resources Always be responsible for coordinating, hiring, or firing employees of the company In addition, the human resources department also takes care of rewarding or disciplining employees within the company Recruiting and training human resources to create staff experience and enthusiasm for the job depend on this department Marketing Department Promoting the company's brand and making strategies attractive through advertising with tour routes from tourist attractions to public transport, such as social networks and electronic newspapers Making membership cards and sending gifts to the group to offer programs, promotions, and gratitude to customers as a place to receive and process customer feedback before and after customers register or use the company's travel service Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 5 Sales Department This is the room that plays an important role in the company's business activities The sales department has the function of: - Researching the market, forecasting business strategies, making strategies, and spreading tourist attraction for the company - Communicating with customers, understanding customer needs - Consulting, introducing tours, consulting visas, air tickets, - Coordinating with the operation department to do Visa procedures, services in the tour for client Ticket department Performing the task of contacting airlines to exchange purchases and selling airline tickets for the flights of tourists from the country's branches as well as from transaction offices Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 6 PART II DESCRIPTION ABOUT STUDENT’S INTERNSHIP 2.1 Position overview and responsibility Vietnamese people have a saying, "In Rome do as Roman do," so when come to an internship company, First I need to find out about the company and the department I work in I always think that if you want to do something well, you must first really understand it The department I interned with was the tour business department, this is the department of consulting and tour introduction for domestic and international tours Here, I always have to pay attention to the way employees work I always pay attention and study the sutras myself, learning from other people's experiences, especially when dealing with difficult situations During the internship, I also learned about the organizational structure and the duties and procedures of the departments I often read articles, materials, books, and magazines related to the company At the same time, take advantage of the free time of officers and employees in the department to raise questions or problems It is not clear whether to ask for everyone's opinion and guidance Although my main internship is in the Sales Tour department, I still study, learn, and research other departments in the company, such as the Marketing department, Operating department, I was able to understand a bit of the content of each individual's and department's work by researching the company and the internship department, having been initially exposed to a new environment at school as well as step by step applying the knowledge learned to work 2.2 Detailed job description I had 5 weeks of instruction from Fiditour to become a Sale tours I spent 4 days a week at the business Additionally, my work schedule depends on the company's schedule I would like to give the following report about my internship: Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 7 Working time: THE FIRST WEEK (06/02/2023- 09/02/2023) I went to Fiditour Travel Corporation 4 days per week Monday : from 1:30 a.m – 5:00 p.m Tuesday : from 1:30 a.m – 5:00 p.m Webnesday : from 1:30 a.m – 5:00 p.m Thursday : from 1:30 a.m – 5:00 p.m Week Date Tasks Results 1 Monday, - Making an appointment Within 10 minutes of Ms Feb 6th with the company's direct Chau's guidance, I was able to advisor locate each department in the Tuesday, - Being introduced by office Feb 7th everyone to the sales tour I got to know the sales staff department members; they were all kind - Learning about sales jobs and approachable - Acquainting with people - Getting familiar with this I had an overview of the task department's activities after analyzing the documents - Acquainting yourself with and material provided, which the personnel in different helped me recognize the departments distinctive distinction between - Getting paperwork and job the sales department and other information departments - Beginning my I gained practical experience in a new profession that I have apprenticeship: acquainting never learnt before, even if I have not yet obtained the Wednesday, yourself with the task at abilities required for this field Feb 8th I'm overjoyed to have had the hand, then practice doing as directed - Listening in order to take Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 8 Thursday, notes at work experience Feb 9th - Completing assigned tasks I got new job-related skills as and instilling new ones - Learning specialized terms well as knowledge to make up for the sales department, such as: "trekking," "MICE tours," for my major's knowledge "full board packages," "leisure travel," gaps In the first week, I was very nervous when I had to start working in a new environment during the first week of my internship at Fiditour Travel Corporation Fortunately, the staffs in the company are very kind and friendly, and they have helped me a lot They not only pointed out my flaws but also taught me new things although it was quite difficult at first But I believe I will do my best to fulfill my obligations in the coming weeks THE SECOND WEEK (13/02/2023- 16/02/2023) I went to Fiditour Travel Corporation 4 days per week Working time: Monday : from 1:30 a.m – 5:00 p.m Tuesday : from 8:00 a.m – 12:00 a.m Wednesday : from 1:30 a.m – 5:00 p.m Thursday : from 8:00 a.m – 12:00 a.m Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 9 Week Date Tasks Results - Exploring domestic and abroad I already knew how to get tours information from Monday, - Finding out information about cooperating businesses: 2 Feb 13th hotels and restaurants restaurants and hotels - Calling to ask for information about the email of the sales department to ask for room rates, menu prices I received greater training - Updating and learning specialized English vocabulary; in the abilities I needed Tuesday, reading and learning about jobs When training, I realized Feb 14th sent by superiors that these skills required a - Training in sales tours and lot more effort than I had teamwork with other members initially believed - Completing all tasks tasked by I was focused on my the manager communication skills as - Greeting visitors and informing well as my sales Wednesday, them about the company's travel techniques and other Feb 15th product packages suggestions that I picked up on the job to assist me do the best job possible I feel fantastic - Starting work at eight o'clock in I understood how to the morning market a tour and attract Thursday, - Posting content for the clients Feb 16th company's page - Selling tours - Contacting the guide I had gradually become used to working in this new environment by the end of my second week at Fiditour, so I was less stressed than I had been the first Besides, Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 10 I learned more about sales tours, and I also know how to always have space and conditions for practicing English when communicating with foreign guests I have gained useful knowledge and learned many necessary skills for a salesperson I learned how to advise and convince customers to buy a business's product I hope that I will always do well on every task assigned in the coming weeks Working time: THE THIRD WEEK (20/02/2023- 23/02/2023) I went to Fiditour Travel Corporation 4 days per week Monday : from 1:30 a.m – 5:00 p.m Tuesday : from 1:30 a.m – 5:00 p.m Webnesday : from 1:30 a.m – 5:00 p.m Thursday : from 1:30 a.m – 5:00 p.m Week Date Tasks Results 3 - Learning many new English words I applied specialized Monday, Feb such as: SIC (Seat in coach), RT 20th (return), STA (Scheduled time acronyms to arrival), ETA (Estimated time Tuesday, Feb arrival), Ferry,… communication when 21th - Selling tours - Creating post content ideas meeting foreign guests Wednesday, - Selling tours Feb 22th and gain more Thursday, - Writing travel programs, calculating tour prices, making experience in this contracts, and making tour I wrote content for arrangements - Selling tours articles that attracted a - Searching for customer sources via lot of interaction on social networks I knew how to calculate the tour price, make the tour myself, and send it to the customer I had built relationships Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 11 Feb 23th Facebook, Zalo, email with customers through - Selling tours the most experiences I practiced more and grew accustomed to the sales position after the third week I gained a lot of knowledge from my supervisors and the other departmental interns In addition, I acquired several talents that a salesman should possess I believe that the Fiditour sales team works really diligently and with great enthusiasm I want to learn more from them I was generally in a good mood at the conclusion of the week, and I'm mentally getting ready for the coming weeks THE FOURTH WEEK (27/02/2023- 02/03/2023) I went to Fiditour Travel Corporation 4 days per week Working time: Monday : from 1:30 a.m – 5:00 p.m Tuesday : from 1:30 a.m – 5:00 p.m Webnesday : from 1:30 a.m – 5:00 p.m Thursday : from 1:30 a.m – 5:00 p.m Week Date Tasks Results 4 Monday, - Starting work at 1:30am and I knew better how to work Feb 27th Writing travel programs with customers - Selling tours Tuesday, - Exchanging to my supervisor I felt as though I had Feb 28th about what needs to be done that thoroughly mastered the day task, which allowed me to Wednesday, - Performing tasks on the steadily better myself in March 1st worksheet order to be qualified for this position - Selling tours I learned how to take care of - Consulting, negotiating and and stay in touch with the persuading old customers to use company's old customers Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 12 Thursday, the company's services I learned how to March 2nd - Calling to ask customers communicate more strongly, - Searching for customer sources more agilely, and not via Facebook, Zalo, email, timidly - Selling tours, convincing customers to buy the company's tours In the fourth week, I felt more assured about my job than I had in the first three I was better at handling unforeseen circumstances That made it simpler for me to overcome my difficulties compared to the early weeks After four weeks, I feel like I've learned a lot and have a goal to keep working here, if everything goes well I still try to do my best work even though my occupation necessitates a tremendous feeling of responsibility Ms Chau always lets me watch the tour salesman's complete process I intend to continue putting in a lot of effort to integrate the information I've gained from this internship Working time: THE FIFTH WEEK (06/03/2023- 09/03/2023) I went to Fiditour Travel Corporation 4 days per week Monday : from 1:30 a.m – 5:00 p.m Tuesday : from 1:30 a.m – 5:00 p.m Webnesday : from 1:30 a.m – 5:00 p.m Thursday : from 1:30 a.m – 5:00 p.m Week Date Tasks Results 5 - Writing travel programs I knew how to deal with some Monday, March 6th - Going to the actual tour of more common situations Tuesday, Hoi An as assigned by the during the tour between the March 7th head of the department customer and the guide - Translating some English I felt today's work was terms into Vietnamese with extremely pleasant, but more Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 13 other trainees significantly, while selling - Selling tours tours, I had a greater vocabulary in English - Receiving phone calls from I had the chance to converse with foreigners to put my foreign customers university-learned English communication abilities to Wednesday, - Working and answering use March 8th questions about the tour I received a review from Thursday, employees in the company I March 9th schedule of foreign guests was shown my own mistakes and learned how to correct - Preparing sales and customer them reports for department heads - Getting an assessment from the head of the department in the company on the work done in the past 5 weeks - Combining all of the skills I have learned - Completing the internship establishment's required paperwork This was the last week of my internship at Fiditour Travel Corporation In this week, I had a more complete understanding of the role of tour salespeople I want to express my gratitude to everyone on staff, especially Ms Chau, who is always eager to support and mentor me in my work Everyone at work, not just my coworkers but also my second family, All these wonderful memories will never be forgotten I make sure to remember to gather data and papers for my report, in particular The report's finalization for delivery to my supervisor was one of the last phases Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 14 PART III PERSONAL EXPERIENCE FROM INTERNSHIP 3.1 Personal advantages and disadvantages from internship Working in Fiditour Travel Corporation gave me many new and good things However, I still faced a lot of challenges 3.1.1 Personal advantages During the internship period, the company created many favorable conditions for students to practice Firstly, I have received the enthusiastic help of the brothers and sisters in the company, helping me to gain a better understanding of aspects of business operations as well as jobs and responsibilities when performing the task Secondly, The working environment of the company is quite comfortable but still very disciplined In During the internship, I am not under pressure from the company; on the contrary, you always create The atmosphere is fun and exciting when working, but the work efficiency is high You and she are very enthusiastic to help and provide full information for writing reports on day-to-day work in the company Finally, The facilities at the company are always adequate, good working conditions, working environment at the company as well as a favorable practice environment for members to develop to their full potential my ability and capacity so that I can successfully complete the assigned work 3.1.2 Personal disadvantages Due to my lack of practical knowledge, I encountered a little difficulty during the practice: Firstly, I do not have enough experience to deal with real-life problems I have a strong grasp of theory, but when given specific situations, I am confused about how to find solutions to handle them Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 15 Secondly, Because I was new to life, at first, it was difficult for me to integrate with everyone in the company I was shy and timid I did not boldly propose ideas Thirdly, because work is too busy, both students study and work, so the time to research and complete the report is very limited If I had time, the report could be more extensive Fourthly, the internship period is not long, so there is not a specific and deep understanding of the work in the departments Finally, the difficulty I had was my lack of experience So the first step from exposure to work is still confusing But that was supposed to be a starting point for me Try your best at work to gain experience for yourself and in all work situation 3.2 Personal experience from internship I found my internship to be really difficult Fiditour has provided me with the chance to grow and learn in a variety of areas I've got a lot of experience that has allowed me to delve into several industries Throughout the past five weeks, my mentor, Ms Chau, has provided me with a lot of advice She imparts her extensive sales skills and experience to interns in her capacity as the tour sales manager She is always willing to provide me guidance and criticism, which I appreciate She is also quite nice She also greatly aided me in putting the abilities I needed for a sales tour into practice During this internship, I was able to learn new things I acquired group work skills; the teamwork was a lot of fun, and everyone was eager to help and educate me on areas I didn't know Also, I've grown more self-assured in both my major and sales business Student: Phạm Thị Quyên Code: 25203200665 Intermship Report 16 PART IV SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY 4.1 Suggestions for Internship Site In my opinion, Fiditour Travel Corporation should innovate, and marketing policies should be promoted At the same time, the company needs to continue to strengthen and propose highly feasible directions and measures to bring good results They should continue to improve the quality of the company's services, such as by promoting the connection between the company, the airline, and the hotel in order to stimulate the customer's ability to travel and build a working process for all customers business services and administrative services of the center organize the best conditions for employees to work and study Besides, the company should establish close and sustainable relationships with some international or Southeast Asian countries for it to develop further 4.2 Suggestions for Faculty of English I have some feedback for the Faculty of English after completing my internship I hope the Faculty finds these remarks valuable In my opinion, students require more practice in the specialist subject of English for tourism in order to assist them be able to handle particular scenarios Students won't be taken aback later on when they start to practice and work as a result In addition, the school must organize playgrounds for students to use, foster conditions for students to visit and watch the working environment as well as how businesses run in the city, and contribute to improving the learning environment Student: Phạm Thị Quyên Code: 25203200665