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INTRODUCTION AND DESCRIPTION OF ORGANIZATION
Internship report Supervisor: Luong Kim Thu CONTENTS I INTRODUCTION II CONTENT OF THE REPORT INTRODUCTION AND DESCRIPTION OF ORGANIZATION JOB DESCRIPTION III THE PERSONAL EXPERIENCE ACQUIRED THROUGH THE TRAINING COURSE IV SUGGESTION Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu ACKNOWLEDGEMENT Hai Phong Street Hai Chau district, Da Nang city February 15th, 2011 To Teachers in Duy Tan university! To Director and all of Officer Staff in “Dong Hanh Viet” Travel Company in Da Nang! First of all, I would like to express my deepest gratitude to teachers’ guidance, friends and family’s care in the past four years I am grateful to you for your help and transfer of precious experience, which will prepare us for knowledge to get to the life Especially, I would like to express my gratitude to Ms Luong Kim Thu- my vulnerable teacher who teaches and supports me a lot during my internship I want to take this opportunity to say thank to Mr Nguyen Lam Tuan –my supervisor, the director of guide department of the company and all staff in “Dong Hanh Viet” Company Thank you very much for your kind cooperation during my internship Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu DUY TAN UNIVERSITY THE SOCIALIST REPUBLIC OF VIETNAM ENGLISH DEPARTMENT Independence – Freedom - Happiness - - DT - - UNIVERSIY Da Nang, February 15th, 2011 INTERNSHIP REPORT In “Dong Hanh Viet” Travel Company My full name : Vo Thi Huyen Student code : 132617394 Class : K13NAB of Foreign Language Department My cell phone : 01688589156 My email vothihuyenqb08@gmail.com : Internship place: “Dong Hanh Viet” Travel Company - Address: 699 Dien Bien Phu Street, Da Nang city - Fax : 05113 765 077 - Email : 05113 765 076 Supervisor in the company : Nguyen Lam Tuan Supervisor in the university : Ms Luong Kim Thu - Cell phone : 0935282256 - Email : thuquanghung@yahoo.com Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu INTERNSHIP REPORT I INTRODUCTION In the context of global economy, Vietnam is making the biggest effort to keep with rich countries and to become a great nation in the world Today, with the development of national industrialization and modernization, tourism has become one of the key industries bring major cultural and economic values to Vietnam Vietnam tourism is increasingly developing and plays a big role in Vietnamese economy This has resulted in establishing and improving many tourism companies in Vietnam Among the companies, “Dong Hanh Viet” Travel Company in Danang city has its contribution to the development of tourism in Danang and it is becoming a trusting destination of domestic and foreign tourists As an English-majored student of Duy Tan University, I have an opportunity to study and work at “Dong Hanh Viet” Travel Company for my internship course This is a valuable opportunity for me to practice my English knowledge, communication skill and learn experience and soft skills from every body in the company I myself think that the company is an ideal organization that students of foreign languages can collect information and get valuable experience of work Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu II CONTENT OF THE REPORT INTRODUCTION AND DESCRIPTION OF ORGANIZATION Established in October 2005 by Ms Dang Thi Uyen Thanh, Dong Hanh Viet Travel Company has been developing and knowing by a lot of customer in Vietnam and other countries through years of operation Located at 697 Dien Bien Phu Street, that is a convenient place for customers to know as well as for tourism business At the time, the company has nineteen employees who are very good and friendly Moreover, facilities and office equipment are well-prepared and modern Dong Hanh Viet Travel Company is a tourism company specializing in organizing and selling tours in domestic and international regions The domestic tours consist of the tours visiting central region such as Danang-Hue-Quang Binh, Danang-Dalat-Nhatrang, the tours in western provinces and other tours such as Danang-Nghe An-Ha Noi-Sapa, Hoi An- My Son holly land The international tours includes Guangxi- ShanghaiBeijing, Laos, Cambodia, Bangkok-Thailand…Furthermore, the company is trying to open many new attractive and wonderful tours for customers in the near future as well as to become an ideal and trust destination for all tourists Organization diagram of the company: Director Guide Department Marketing Department Student: Vo Thi Huyen_Lop: K13 NAB Operating Department Account Department Page Internship report Supervisor: Luong Kim Thu The company has nineteen employees In which, guide department has night members, marketing department has three members, operating department has four employees and accounting has three members All of them are well-educated as well as friendly and enthusiastic They always try their best to complete assigned task and help me in my work JOB DISCRIPTION My job is a receptionist in the company Reception practice is not simple, but also not too difficult as I thought A receptionist is often the first business contact a person will meet at any organization It is an expectation of most organizations that the receptionist maintains a calm, courteous and professional demeanor at all times regardless of the visitor’s behavior Therefore, I think that receptionist is a very enjoyable and interesting job The first, the duty of a receptionist may include answering customers’ inquiries about the company and its products or services, sorting and handing out mails, a switchboard, setting appointments, filing, records keeping, 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 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, the receptionists may also perform bookkeeping or cashiering duties Some, but not all, offices may expect the receptionist to serve coffee or tea to guests, and to keep lobbying area tidy Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu Moreover, with this job, I could be better contacting with everybody Consequently, so that giving satisfaction of fastidious customers, I must be patient and harmony 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, the receptionist must patiently investigate, has specific knowledge and be able to communicate well Maybe this is reasons which make me to change my thoughts and bad habits Hence, I loved this job; it gave me a patient virtue, professionally working style I spent weeks on training in the “Dong Hanh Viet” Travel Company I went to the company days a week And my working time table is dependent on the working time table of the company Office time - In the morning: from 7:30a.m to 11:30a.m In the afternoon: from 16:00p.m to 20:00p.m I would report my job and the problems of acquisition by myself as follows: Week 1: From January 10th, 2011 to February 19th, 2011 - The first day: On Tuesday, January 11th, 2011 I had an opportunity to meet with the head of guide department of Dong Hanh Viet Travel 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 Then I typed the documents and began my probation at the company The most interested things 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 Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu INTERNSHIP DIARY OF THE FIRST WEEK (10/01/2011-16/01/2011) DATE - Tuesday TIME TRAINING PROCESS - Morning: From 7.30 - Having an appointment with the head AM to 11 AM of guide department of Dong Hanh Viet (11/01/2011) - Afternoon: From 1.30 Travel Company, the direct advisor, PM to PM visiting around the company and socializing with everybody in the company - Reading documents about the company and typing some documents - Being given directions about my - Thursday - Morning: From 7.30 work (13/01/2011) AM to 11 AM - Beginning my probation: greeting - Afternoon: From 1.30 customer, calling and answering PM to PM telephone - Typing document of tours - Morning: 7.30 AM to - Saturday (15/01/2011 11 AM - Afternoon: PM to PM - Cleaning table and arranging documents - Reading the material about domestic and international tours of the company - Greeting customers Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu Week 2: From January 17th, 2011to January 21st, 2011 INTERNSHIP DIARY OF THE SECOND WEEK (17/01/2011-21/01/2011) DATE TIME TRAINING PROCESS - Typing documents - Morning: 7.30 AM to Monday 11 AM (17/01/2011) - Afternoon: 1.30 PM to 4.30 PM Wednesday (19/01/2011 Greeting guests and answering telephone - Translating an announcement of schedule of tours - Photocopying documents for customers - Receiving faxes - Introducing domestic tours to customers - Morning: 7.30 AM to - Reading documents of company and 11 AM translating them - Afternoon: 1.30 PM - Typing the documents to PM - Answering telephone from foreign customer - Morning: 7.30 AM to Thursday 11 AM (20/01/2011) - Afternoon: PM to PM - Calling and answering telephone from customers - Typing document of tours - Greeting guests and answering telephones - Translating documents about the domestic tours Student: Vo Thi Huyen_Lop: K13 NAB Page Internship report Supervisor: Luong Kim Thu Week 3: From January 24th, 2011 to January 30th 2011 INTERNSHIP DIARY OF THE THIRD WEEK (24/01/2011-30/01/2011) DATE TIME Monday (24/01/2011) - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM to 4.30 PM Tuesday (25/01/2011) - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM TRAINING PROCESS - Translating documents on domestic tours - Photocopying documents for customers - Greeting guests and answering telephones - Receiving faxes - Translating reports on DanangDalat tour - Delivering fliers - Introducing domestic tours to customers to PM - Morning: 7.30 AM to Thursday (27/01/2011) - Sending faxes to Ms Thanhmanager of company 11 AM - Afternoon: PM to - Translating contracts with AB limited company PM - Typing document of tours - Cleaning table and arranging documents Student: Vo Thi Huyen_Lop: K13 NAB Page 10 Internship report Supervisor: Luong Kim Thu 4.Week 4: From January 31st, 2011 to February 6th: I was off for Tet holiday 5,Week 5: From February 8th, 2011 to February 13th, 2011 INTERNSHIP DIARY OF THE FIFTH WEEK (08/02/2011-13/02/2011) DATE Tuesday (08/02/2011) TIME - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM to 4.30 PM Thursday (10/02/2011) - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM to PM - Morning: 7.30 AM to Friday 11 AM (11/02/2011) - Afternoon: PM to PM TRAINING PROCESS - Greeting guests and answering telephones - Translating documents on domestic tours - Photocopying documents for customers - Receiving faxes - Introducing domestic tours to customers - Dealing with customers with Mr Tuan - translating document on regional tours - Calling and answering telephone from customers - Typing document of tours - Cleaning table and arranging documents - Sending and receiving faxes Student: Vo Thi Huyen_Lop: K13 NAB Page 11 Internship report Supervisor: Luong Kim Thu Week 6: From February 14th, 2011 to February 20th, 2011 INTERNSHIP DIARY OF THE SIXTH WEEK (14/02/2011-20/02/2011) DATE Tuesday (15/02/2011) TIME - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM to 4.30 PM Thursday (17/02/2011) - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM TRAINING PROCESS - Greeting guests and answering telephones - Translating documents on Nha Trang city tours, typing and photocopying the documents for customers - Translating document of the tour Saigon-Phnompenh-SiemReap - Introducing domestic tours to foreign customers - Greeting customers and providing them with some information about some international tours to PM - Morning: 7.30 AM to Friday 11 AM (19/02/2011) - Afternoon: PM to PM Student: Vo Thi Huyen_Lop: K13 NAB - Calling and answering telephone from customers - Typing some document for customers - Translating some fliers about the domestic and regional tours Page 12 Internship report Supervisor: Luong Kim Thu Week 7: From February 21st , 2011 to February 27th , 2011 INTERNSHIP DIARY OF THE SEVENTH WEEK (21/02/2011-27/02/2011) DATE TIME Tuesday (22/02/2011) - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM to 4.30 PM Thusday (24/02/2011) - Morning: 7.30 AM to 11 AM - Afternoon: 1.30 PM to PM - Morning: 7.30 AM to TRAINING PROCESS - Translating document of schedule of the tour Ha Long Bay-Viet Hai village –Pearl Island - Greeting guests and answering telephones - Typing document for the meeting of the company - Photocopying documents for customers - Receiving faxes - Greeting customers and providing them with some information about some international tours - Taking part in the tour DanangHoi An with Mr Lam Tuan Friday 11 AM (25/02/2011) - Afternoon: PM to PM Student: Vo Thi Huyen_Lop: K13 NAB Page 13 Internship report Supervisor: Luong Kim Thu 8.Week 8: From February 28th, 2011 to March 5th, 2011 INTERNSHIP DIARY OF THE EIGHTH WEEK (28/02/2011-5/03/2011) DATE TIME - Morning: From 7.30 - Tuesday AM to 11 AM (01/03/2011) - Afternoon: From 1.30 PM to PM TRAINING PROCESS - Photocopying documents for customers - Calling and answering telephone from customers - Typing document of tours - Greeting guests and answering telephones - Thursday - Morning: From 7.30 (03/03/2011) AM to 11 AM - Introducing domestic tours to customers - Greeting customers and providing - Afternoon: From 1.30 them with some information about PM to PM some international tours - Morning: 7.30 AM to - Friday (04/03/2011 11 AM - Afternoon: PM to PM - Typing document of tours - Cleaning table and arranging documents - Having a small party with everybody in the company Student: Vo Thi Huyen_Lop: K13 NAB Page 14 Internship report Supervisor: Luong Kim Thu III THE PERSONAL EXPERIENCE ACQUIRED THROUGH THE TRAINING COURSE Through weeks of training process at the “Dong Hanh Viet” Travel Company, I got a lot valuable working experience and soft skills In my opinion, these precious experiences will help me a lot for my work in future The following is some of experiences which I gained during this training course The first, the training course brought to me the opportunity to use my English knowledge through communicating with foreign customers and translating many tour documents I recognized that my English is improved so much through practice I learned a lot of vocabulary, information and knowledge in tourism as well as know how to use translation methods The second, with the guides of my supervisor Mr Tuan and everybody in the company I learned how to photocopy, receive and send faxes I also had chance to practice doing something in the office such as delivering fliers, sticking and cutting paper Although those look simple, they also gave us difficulties when facing to the real life For example, I know how to deliver advertisements effectively while many people Especially I also learned so many important skills in dealing with customers and working with staffs Moreover, in spite of short time of training process, the internship course at the company makes me feel more confident and patient than before As a receptionist at the company, I also learned some good characteristics like attentiveness, initiative, loyalty, maturity, respect for confidentiality and discretion, a positive attitude and independence Student: Vo Thi Huyen_Lop: K13 NAB Page 15 Internship report Supervisor: Luong Kim Thu In conclusion, after this practice, I feel grown-up with experience in communication, skills to solve difficulties These experiences, I always had written recorded carefully as “fund of knowledge” by myself IV SUGGESION I think that the time for my internship course is so short Five weeks is too short for us to get enough experience in working and skills in working environment So I hope that the time for internship course should be longer For the company, because translation is my major so I would like to be given more documents to translate Besides, although the company has many tours, the company should open more interesting tours to meet customer’s demands Student: Vo Thi Huyen_Lop: K13 NAB Page 16 Internship report Supervisor: Luong Kim Thu CONCLUSION After about two months of training process at the “Dong Hanh Viet” Travel Company, I finished my internship successfully with the whole-hearted help and careful guidance of my supervisor Ms Luong Kim Thu, the traing guide Mr Nguyen Lam Tuan and all employees of “Dong Hanh Viet” Travel Company Once again, I would like to thank Ms Luong Kim Thu for your guidance and “Dong Hanh Viet” Travel Company as well as all of officer staff for supporting and creating favorable condition for me to complete my training process and this paper At last, I wish all of you a good health and success Thank you very much! Student: Vo Thi Huyen_Lop: K13 NAB Page 17 Internship report Student: Vo Thi Huyen_Lop: K13 NAB Supervisor: Luong Kim Thu Page 18 ... working time table of the company Office time - In the morning: from 7:30a.m to 11:30a.m In the afternoon: from 16:00p.m to 20:00p.m I would report my job and the problems of acquisition by myself... the company and I read the documents about the company and some tour information Then I typed the documents and began my probation at the company The most interested things I found out that there... of the visitor’s behavior Therefore, I think that receptionist is a very enjoyable and interesting job The first, the duty of a receptionist may include answering customers’ inquiries about the