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TABLE OF CONTENTSACKNOWLEDGEMENT…………………………………………………….2PART 1: GENERAL INFORMATION ON THE INTERNSHIP SITE:….3 1.1 General information on Sunsea hotel……………………………….4 1.2 Sunsea hotel Organization Chart………………………………………...5PART 2: DESCRIPTION OF STUDENT’S INTERNSHIP:…………..62.1……………………………………………………………………....62.2…………………………………………………………………….…7PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP….13PART 4: FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY…………………………….................................................144.1………………………………………………………………………154.2…………………………………………………………………........15SUPERVISOR’S COMMENT…………………………………………..17ACKNOWLEDGEMENTFirstly, I would like to thank Mrs. Le Thi Bach Tuyet who gave me the greatopportunity to complete my internship at SunSea Hotel.Secondly, I am very grateful to the staffs in Sunsea Hotel especially Ms. Nguyen Thi Hoa, the manager of the hotel, who spent time to share her valuable experience and gave me instructionson how to be a receptionist.Last but not least, I would like to express my gratitude to Mrs. Cao Ngo Thuy Duyen–my teacher of the Department of Foreign Languages of Duy Tan University for her instruction and helping me complete my mission during the internship.Student
TABLE OF CONTENTS ACKNOWLEDGEMENT…………………………………………………….2 PART 1: GENERAL INFORMATION ON THE INTERNSHIP SITE:….3 1.1 General information on Sunsea hotel……………………………….4 1.2 Sunsea hotel Organization Chart……………………………………… PART 2: DESCRIPTION OF STUDENT’S INTERNSHIP:………… 2.1…………………………………………………………………… 2.2…………………………………………………………………….…7 PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP….13 PART 4: FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND UNIVERSITY…………………………… .14 4.1………………………………………………………………………15 4.2………………………………………………………………… 15 SUPERVISOR’S COMMENT………………………………………… 17 [1] ACKNOWLEDGEMENT Firstly, I would like to thank Mrs Le Thi Bach Tuyet who gave me the greatopportunity to complete my internship at SunSea Hotel Secondly, I am very grateful to the staffs in Sunsea Hotel especially Ms Nguyen Thi Hoa, the manager of the hotel, who spent time to share her valuable experience and gave me instructionson how to be a receptionist Last but not least, I would like to express my gratitude to Mrs Cao Ngo Thuy Duyen–my teacher of the Department of Foreign Languages of Duy Tan University for her instruction and helping me complete my mission during the internship Student Thu Nhat Linh [2] Part I GENERAL INFORMATION ON THE INTERNSHIP SITE 1.1 General information on Sunsea hotel Sunsea hotel is a three stars hotel located on Lam Hoanh Street, Phuoc My Ward, Son Tra District, Da Nang city [3] This building has floors and 34 rooms designed in modern style are suitable for travel, go on business, etc There are types of room including: • • • • • Deluxe Double Sea view Superior Triple Standard Twin Standard Double VIP Sea view double or twin These rooms are equipped with hot and cold systems, cable TV, air condition, television, direct dial telephone, refrigerator, etc Sunsea hotel also has a restaurant and a mini bar to response to customers' needs It is near the international airport, near the train station of the city and the shopping center of Da Nang city,convenient for tourists who want to enjoy the sightseeing in night From here, the tourists can easily visit some sights recognized world cultural heritage by UNESCO such as Hue, Hoi An Ancient Town, My Son Sanctuary Besides, Da Nang also has many attractive tourist destinations such as Hai Van pass, Non Nuoc, Ba Na, Son Tra Peninsula and so on, where can give you unforgettable memories Web site: sunseahoteldn.com.vn Phone: (0511) 3941 111 / (0511) 3942 885 Fax: (0511) 3942 887 Email: sunseahotel@gmail.com 1.2 Sunsea hotel Organization Chart [4] DIRECTOR MANAGER RECEPTION RESTAURANT STAFF STAFF HOUSEKEEPING STAFF SECURITY STAFF PART DESCRIPTION OF STUDENT’S INTERNSHIP [5] LAUNDRY STAFF 2.1 Position overview and responsibility As a receptionist and restaurant staff, I did the following duties, namely: • • - In lobby: Welcoming guests Satisfying and solving guests' request during their stay at hotel Searching and introducing about local and international tourism Checking records and documents Translating documents In restaurant: Serving customers Folding napkin Calming down customers who was hot-tempered Helping to solve problems about food and beverage Taking customers' comment 2.2 Detailed job description THE FIRST WEEK I went to the hotel three days a week Working time: Monday, Wednesday and Friday from a.m to p.m Dates Tasks at the department [6] Monday January 18 Wednesday January 20 Friday January 22 • • Meeting manager, introducing the hotel Making acquaintance with staffs • Learning about hotel regulations ( working time, uniform, regulations for staff in working time) Learning about receptionist • • • Improving skills about receptionist Translating documents about booking rooms This was the first time in my life I have worked in a big hotel like that I felt so confused when coming but the staffs were very enthusiastic, friendly and helpful They gave me an opportunity to make acquaintance with the director and the staff THE SECOND WEEK I went to the hotel three days a week Working time: Tuesday, Thursday and Saturday from p.m to p.m Dates Tasks at the department [7] Tuesday January 26 Working as receptionist: • Working with some fastidious customers: − changing rooms − private requests Working as receptionist: +Learning about invoice : − writing − calculating data, • Thursday January 28 Saturday January 30 Working as receptionist : +Practicing about writing invoice • Receptionist is harder than I thought It’s so complicated I had so many things to learn and to I’m not good at Math so that I have some difficulties in writing invoice THE THIRD WEEK I went to the hotel from Thursday to Saturday Working time: Thursday to Saturday from a.m to p.m Dates Thursday February 18 Tasks at the department Working as receptionist: +Welcoming customers +Taking the customers to look over the rooms [8] Friday February 19 Saturday February 20 Working as receptionist: +Helping customers to check in and check out +Introducing tours around the city (Ba Na Hill, LinhUng Pagoda ) +Introducing about local and international tourism Working as receptionist: +Learning about booking online: − agoda.com − booking.com +Translating customer's booking and requests You must know how to welcome and greet guests Especially, smiling is very important It will give the customers good impression and you will be highly appreciated THE FOURTH WEEK I went to the hotel three days a week Working time: Monday, Wednesday, Friday from p.m to 5p.m Dates Monday February 22 Tasks at the department Working in restaurant: + Learning how to serve customers + Learning about restaurant business • [9] Working in restaurant: + Serving customers + Helping to solve the problems in restaurant (food, time making food, beverage) • Wednesday February 24 Working in restaurant: + Learning how to arrange spoons, forks, knives… on the table + Learning how to fold napkin in common style (flower, shape…) • Friday February 26 We all think that working in restaurant is simple but it is not Restaurant business requires finesse, carefulness and meticulousness to detailed things such as: fold napkin, arrange everything (spoons, chopsticks, forks, glasses…) on the table in a correct way, how to put the flowers beautifully in vase… THE FIFTH WEEK I went to the hotel three days a week Working time: Tuesday, Thursday, Saturday from a.m to p.m Dates Tuesday March Thursday Tasks at the department • • Learning more about welcoming guest when they come to the hotel Answering phone calls [10] March • • Saturday March • • • Checking in forguest,photocopying their passports and ID cards Learning how to rearrange office Booking room for guest through telephone Learning about arranging accommodation for customers Learning more about the additional services of the hotel There are several ways to welcome guests, we must know the exact way suitable with each customer to make them satisfied especially fastidious customer Talking on phone is an art, not everyone can it well It requires a soft voice and a professional skill THE LAST WEEK I went to the hotel three days a week Working time: Monday, Wednesday, Friday from p.m to p.m Dates Monday March Wednesday March Friday March 11 • • • • • • • Tasks at the department Translated documents which related to Sunsea Hotel Learning how to deal with difficult situations Learning how to talk and deal with the customers on phone Cleaning vases and changing water for flowers in lobby Greeting and smiling with guests Finishing the internship Say goodbye to the staff [11] I have more experiences in translating, we must examine the context in sentence and we should rarely translate word by word I feel so sad when I have to leave this place Six weeks isn’t short but also isn’t long and it’s enough time to have some new friends in Sunsea hotel [12] Chapter III PERSONAL EXPERIENCE FROM INTERNSHIP I feel so confused when working in the new and professional environment, but with the help and friendliness of the staff I feel much better In spite of feeling a little bit of nervous when I had to face to face with the fact that there were some angry customers or some weren't friendly enough to smile and I felt so difficult to talk with them, I was able to solve the problems and received their thank you It was so amazing I think the most important when you talk with your customers is that you must always smile and act in a professional way although how much angry they feel Working here brought me many benefits, but there were some disadvantages that I have faced when working Lacking of specialized knowledge is the first drawback making me feel unconfident Besides, I have no experience being a receptionist so that I did not know how to welcome and greet guests on the first day, I have to say good morning/good afternoon… instead hi/hello… Finally I'm not good at Math so I have some difficulties when I had to learn about invoice After the internship, I thought that I could speak and use English more fluently than before I am not scared anymore when facing and talking with the foreigners Besides, I gain more knowledge in hotel business and restaurant business It will help me a lot in my future job [13] Chapter IV SUGGESTION FOR PRACTICE SITE ANDUNIVERSITY 4.1 Suggestions for Practice Site There are some improvements that I would like to offer to this hotel First of all, the board of director should upgrade the facilities of the hotel, such as they should have four computers in lobby instead of two and the internet connection in restaurant is too slow than other areas Secondly, in my opinion, they should grow more plants and flowers in front of the door in order to refresh the view And finally, during the internship, I saw customers talk to the housekeeping, but they not know what customers really need This means that they cannot understand what the customer said I think their English skills of these housekeepers must be improved to increase the quality of the hotel 4.2 Suggestions for Foreign Languages Departments Besides, I have some suggestions for the Department of Foreign Languages – Duy Tan University I think I should be given more time in the internship to practice English skills and improve necessary soft skills for my future job Furthermore, a course or a subject about specialized knowledge should be taught before the internship to help student feel more confident and work more effectively During the internship, I had more chances to communicate with the foreigners It is things we not have when we learn in school Therefore, we are often lack of confidence in communicating with foreigners In reality, we all want to talk with the [14] foreigners as much as possible to improve our English skill because we must practice what we have been taught in university before we forget the knowledge Thanks to the internship, students have a good opportunity to work, practice and learn in reality [15] SUPERVISOR’S COMMENTS: [16] ... during the internship Student Thu Nhat Linh [2] Part I GENERAL INFORMATION ON THE INTERNSHIP SITE 1.1 General information on Sunsea hotel Sunsea hotel is a three stars hotel located on Lam Hoanh... who gave me the greatopportunity to complete my internship at SunSea Hotel Secondly, I am very grateful to the staffs in Sunsea Hotel especially Ms Nguyen Thi Hoa, the manager of the hotel, who... during the internship, I saw customers talk to the housekeeping, but they not know what customers really need This means that they cannot understand what the customer said I think their English