BỘ KẾ HOẠCH VÀ ĐẦU TƯ TRƯỜNG CAO ĐẲNG KINH TẾ KẾ HOẠCH ĐÀ NẴNG KHOA TIN HỌC – NGOẠI NGỮ - - BÁO CÁO THỰC TẬP NGÀNH: TIẾNG ANH DU LỊCH Đà Nẵng, ngày 16 tháng 4, 2016 MINISTRY OF PLANNING AND INVESTMENT DANANG COLLEGE OF ECONOMICS AND PLANNING DEPARTMENT OF INFORMATICS AND FOREIGN LANGUAGES - - FINAL INTERNSHIP REPORT Major: Tourism English Danang, April 16, 2016 ACKNOWLEDGEMENT First of all, I would like to express my sincere thanks to my supervisor, Ms Dang Thi Minh Nguyet, who helped and provided me much valuable and necessary advice for my report ould like to pay tribute to the manager of COCO hotel, Mr Nguyen Thanh Long, who gave me the opportunity to practice in the hotel I must in particular thank all staffs of the hotel for helping me during the period of training I also would like to express my special thanks to all my teachers in Department of Informatics and Foreign Languages who supplied useful knowledge during three last year The last word of my deepest gratitude to all my dear friends and my family who always supported, encourted and helped me a lot in my study Thank you very much! TABLE OF CONTENTS Supervisor: Dang Thi Minh Nguyet CHAPTER 1: INTRODUCTION General introduction about Hoi An CoCo River Resort & Spa Hoi An Coco River Resort & Spa is located alongside the Thu Bon River, just before it meets the ocean From the resort it is only 3km to the Ancient town of Hoi An and a short ride on the shuttle bus takes you through the villages and golden rice fields The Cam Thanh water palm forest is very close to the resort and well worth a special visit, giving you the chance to discover the specific cultural characteristics of HoiAn countryside life We also offer the option of a shuttle boat ride to Hoi An, where you can relax and enjoy the beautiful Thu Bon river, giving you the opportunity for some memorable photos COCO RIVER RESORT Address: 999 Tran Nhan Tong, Hamlet 2, Cam Thanh ward, Hoi An city, Quang Nam province, Vietnam Tel: 0510 3930777 Fax: 0510 3930779 Website: www.cocoriverresort.com Email: sales@cocoriverresort.com Student: Huynh Thi Tam Page Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet The information and development During years of operation, Hoi An CoCo River Resort & Spa has received the enthusiastic support of customers Hoi An CoCo River Resort & Spa is considered to have favorable conditions of location and security The hotel has met all standards of hotel ratings:  Architectural position  Good equipment  Services and Service Levels  Waiter  Hygiene Because of meeting fully the above standards, Hoi An CoCo River Resort & Spa has been recognized as a four-star hotel which is equipped with many modern and high-qualitative equipments to meet various needs of tourists about accommodation and entertainment following the four- star standard so that it can suit for some standards in the country and international Hoi An Coco River Resort features 36 rooms All of them were decorated with the little town image of Hoi An The resort offers various types of spacious rooms: Coco Deluxe, Coco Garden, Coco River & Coco Suite, combining the elegance of local handicraft with the comfort of an international standard hotel The type of room and room rates are as follow: Coco Deluxe: 56.40$ + Coco Deluxe is 36m2 with a queen sized bed in double room or 02 single beds in twin room Student: Huynh Thi Tam Page Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet + Rooms have a common balcony and window with nice view above a verdant garden and the large swimming pool + Benefits included: Accommodation, Breakfast buffet, shuttle bus go/back to town & private beach, free use of bicycle, swimming pool, laptop & wifi Coco Deluxe & Spa :96.60$ Benefits included: + Accommodation/Buffet Breakfast + Daily 30 minutes training course "5 secret Tibetan rites of The Fountain of Youth" + Daily 60 minutes Vietnamese massage between people per room + Free use of shuttle boat & shuttle bus to/from town, bicycle, swimming pool, laptop & wifi Coco Garden :66.6$ Coco Garden is 40m2 with a queen sized bed in double room or 02 single beds in twin room + Rooms with private terrace at the first floor as well as little garden + This kind of room also offers you the possibility to use an outdoor shower to relax yourself + Benefits included: Accommodation, Breakfast buffet, shuttle bus go/back to town & private beach, free use of bicycle, swimming pool, laptop & wifi Coco Garden & Spa: 103.8$ Benefits included: + Accommodation/Buffet Breakfast Daily 30 minutes training course "5 secret Tibetan rites of The Fountain of Youth" + Daily 60 minutes Vietnamese massage between people per room + Free use of shuttle boat & shuttle bus to/from town, bicycle, swimming pool, laptop & wifi Coco River :78.6$ Coco River is 40m2 with a queen sized bed in double room or 02 single beds in twin room + Rooms have its private balcony with direct view on the river + Benefits included: Accommodation, Breakfast buffet, shuttle bus go/back to town & private beach, free use of bicycle, swimming pool, laptop & wifi Coco River & Spa: 114.6$ Benefits included: + Accommodation/Buffet Breakfast Student: Huynh Thi Tam Page Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet + Daily 30 minutes training course "5 secret Tibetan rites of The Fountain of Youth" + Daily 60 minutes Vietnamese massage between people per room + Free use of shuttle boat & shuttle bus to/from town, bicycle, swimming pool, laptop & wifi Coco Suite :112.2$ Our Suite room provides 68m2 of luxurious living and bedroom space with a king size bed, but also a large bathroom and 02 private toilets + This exceptional room has its private balcony with sun chairs and direct view on the shinning Thu Bon river + Benefits included: Accommodation, Breakfast buffet, shuttle bus go/back to town & private beach, free use of bicycle, swimming pool, laptop & wifi Coco Suite & Spa: 160.8$ Benefits included: + Accommodation/Buffet Breakfast + Daily 30 minutes training course "5 secret Tibetan rites of The Fountain of Youth" + Daily 60 minutes Vietnamese massage between people per roo + Free use of shuttle boat & shuttle bus to/from town, bicycle, swimming pool, laptop & wifi The hotel is very attentive to equip fully modern equipments so that the guests can feel comfortable and convenient Customers can find everything from telephones, wireless internet access, mini bar, bath tub and separating shower, cable TV, TV and so on The steering and issued the decision is the Board of Directors, under which the board of directors, department leaders have direct and supervise the work of subordinates to ensure the work is executed and achieve the best performance Furthermore, it has a system of continuous service as cuisine areas, wedding restaurant, bars, meeting rooms with a capacity of about 200 people and other services such as health care, physical therapy and beauty salon with a enthusiastic and friendly staff, which ensures give visitors an unforgettable experience when traveling to Hoi An All will give customers an unforgettable experience Student: Huynh Thi Tam Page Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet Organizational structure and management structure General director Executive director Vice director General manager Accounting department Housekeeping department Marketing and sales department Security department Reception department Spa department Restaurant department Student: Huynh Thi Tam Page Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet CHAPTER 2: MY JOB DESCRIPTIONS For students, the training period aims to confirm and train yourself to have stronger steps into the profession after graduating I not choose a commercial company or other places to practice I have an internship at the hotel I know that the job will be more difficult but to get acquainted with the work no matter what I have tried For me, a job which is small or inconsistent with the sector I learn is also an opportunity to try and learn Work progress Practicum time at the restaurant begin from January 26th to March 12th, 2016 I only work three days a week because I am in internship And I work in restaurants on Tuesday, Thursday and satuday in week During the internship, my work is divided into three stages as follows: Stage 1: From January 26th to February 6th, 2016 This is the time that I am get acquainted with the work at the restaurant In the morning, I arrived at the hotel at am I worn staff uniform of the restaurant and work as the employees are doing I started to learn from the smallest job such as the way of walking, greeting, neat hair bun, processes customer service, how to trap drinks, calves and catering Sometimes, I get a list of foods to learn and remember the names of dishes I have to observe the staff when they and learn gradually Therefore, these days, I am only looking at other waitress their work and I can ask them things if I not know Stage 2: From February 9th to March 6th, 2016 Thanks to the guidance of manager in the department and the knowledge learned into practice I decided to contact with guests In the morning, I and the other waitress only serves buffet for guests in the room Then, we decorated dining table and prepared the tools serve as arrangement tables, serving food, napkin folding At 10 am, we can clean all things on table and prepare ala-cart table to serve middle meal At 11:30 am, I helped other people clean the dish and prepared some things such as sugar, paper and milk jugs During this time, I observed meticulous work and gradually learned ways serve and facilitate contact foreign visitors in service work with my English Student: Huynh Thi Tam Page 10 Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet th th Stage 3: From March to March 12 , 2016 In this stage, I had more opportunities to contact with foreigners and improved my English skills I am very pleased about that I think that I have mastered all the work as a real waiter I served dishes according to order menu or buffet Foreign visitors need the high level of service It requires you to know a foreign language and professional style I did catering, wrote order under the guidance of staff and gradually to serve foreign customers to be able to understand customer sentiment to serve the requirement of customer hobby When guests came, my job was to extend a friendly and professional greeting I often said hello and smile And when they have seat, I came to guest and ordered according to guests enjoy, then I bring tea and coffee Ex Dialogue between me, Jack and Akira at the restaurant Waiter: Good afternoon sir, May I help you? Jack: Yes, I’d like to have some dinner Waiter: Would you like a starter? Jack: Yes, I’d like a cream of mushroom soup, please Akira: I'd like a Chicken salad Waiter: And what would you like for a main course? Jack: What are today’s specials? Waiter: Today we have vegetarian lasagna, New York strip steak, and baked salmon with a creamy herb sauce What would you like to eat? Jack: That sounds good – I’ll have the salmon Waiter: That comes with a choice of rice, baked potato, or french fries Jack: Baked potato, please Waiter: And for you? Akira: For my starter I'll have the Crabmeat and Bird's Nest Soup and for my main course the Sauté Scallops with Green Vegetables Waiter: Would you like anything to drink? Akira: I’d like two glasses of red wine, please Waiter: Thank you, sir Just a minute, please! Student: Huynh Thi Tam Page 11 Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet Strengths and weaknesses 2.1 Strengths Thank for the staff’s zealous helping and training, I can not only adapt to work more quickly but I also get more efficiently at work during the time of probation at the restaurant Moreover, I also have opportunities to contact with the foreign guests which made my English skill improve quickly 2.2 Weaknesses At first, I made some mistake because I was unfamiliar with the job, and the staff at restaurant gave me a lot of help The names of dishes in the menu are quite long and strange, that is a big difficult for me to memory exactly And another thing is my pronunciation My pronunciation is not good so I made some errors when communicating with foreign customers such as mistakenly ordered meals or drink…and made obviously dissatisfied for customers However, this helped me learn more from mistakes 2.3 Solution to improve my weaknesses Student: Huynh Thi Tam Page 12 Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet During the period of internship, I always observe, learn how to manage and resolve problems from the manager to get the experience of similar situations I try to learn English, the basic communication from the Internet, books to improve their language skills better In leisure time at the restaurant, I get a list of foods to learn and remember the names of dishes I try to remember to call the dishes in English This not only helps me feel confident to introduce unfamiliar dishes to foreigners but also helps me know how food processing to introduce to customers Student: Huynh Thi Tam Page 13 Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet CHAPTER III: LESSON LEARNT Lesson learnt During the period of internship at the restaurant, I have learned a lot of lessons and accumulated professional experience for myself so that I will not be familiar for future work Besides, I found that the fluent use of English in communication is an essential condition in the hotel - restaurant To succeed in the job, theoretical expertise is not enough to apply the knowledge learned into practice, under the circumstances a flexible, not too rigid and pragmatic Conclusions During three month practice as a waiter at COCO hotel, I realized that my English skills are better Because I had chances to communicate with foreign guests everyday Besides, I learnt experience about the real life from my work and restaurant staffs Combining between theory and practice helped me have deeper understand about experience learned This is also a factor help me to improve the ability to communicate in English and I feel more active, self- confident and flexible It can be said that this internship is very significant for my job in the future This is a good chance for me to practice what I had studied in College and learn more precious working experience Besides, I also have a chance to study culinary cultural of other countries to expand my social knowledge Practicum time is an experience, an opportunity to practice the knowledge learned If we not apply into real environment, knowledge is also mere knowledge Recommendation 3.1 To the hotel Although staff in the department restaurant always concern and guide enthusiastically, I hope the department should make more chances for students to be acquainted with the practical work 3.2 To the college While teaching, the college should combine between theory and practice because when you work, it requires experiences more than theory I as well as English students think that listening skill is the most difficult skill Therefore, I hope this listening skill should be practiced more and it is necessary to have room for teaching Student: Huynh Thi Tam Page 14 Class: TADL4_13 Supervisor: Dang Thi Minh Nguyet listening skill or recruit foreign teachers to improve listening skill In addition, the Department of Informatics and Foreign Languages should hold more exchanged activities, clubs for students On these occasions, students can study more experiences of teachers and other students to help them orient their studying goal 3.3 To the student Students should prepare everything for future job during school time It is also essential for students to get information about the internship It could be said: “if we not have knowledge, we cannot anything in modern society” Therefore, when we are still students, we should study hard if possible We should strive to learn and polish up our knowledge from now Besides, we take opportunity to attend some courses to improve our knowledge such as: Accounting, Informatics Technology and other languages …so that we are more successful in the future Student: Huynh Thi Tam Page 15 Class: TADL4_13 REFERENCES http://khotailieu.com/ http://tailieu.vn/ http://www.zbook.vn/ebook/hoan-thien-chat-luong-phuc-vu-ban-tai-nha- hang-silk-road-khach-san-ha-noi-daewoo-34954/ COMPANY’S REMARK  - Ngày… tháng… năm 2016 (Ký tên, đóng dấu) TEACHER’S REMARK  -  ... manager of COCO hotel, Mr Nguyen Thanh Long, who gave me the opportunity to practice in the hotel I must in particular thank all staffs of the hotel for helping me during the period of training I... Thank you very much! TABLE OF CONTENTS Supervisor: Dang Thi Minh Nguyet CHAPTER 1: INTRODUCTION General introduction about Hoi An CoCo River Resort & Spa Hoi An Coco River Resort & Spa is located... the dish and prepared some things such as sugar, paper and milk jugs During this time, I observed meticulous work and gradually learned ways serve and facilitate contact foreign visitors in service