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MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
FACULTY OF ENGLISH

INTERNSHIP REPORT

Supervisor

: TRẦN HỮU HƯNG

Student

: Phan Lê Bảo Uyên

Class

: K23 NAD5

Code

: 23203112922

Course

: 2017 – 2021

DA NANG – March 2021


DUY TAN UNIVERSITY

SOCIALIST REPUBLIC OF VIETNAM

FACULTY OF ENGLISH

Independence – Freedom - Happiness

INTERNSHIP REPORT

Student’s name

: Phan Lê Bảo Uyên

Date of birth

: 29/01/1999

Class

: K23 NAD5

Department

: Foreign Languages Department

Internship Site

: Nam A Dong Tourrist Company

Internship Period : From January 20th to March 17th, 2021

SUPERVISOR: TRAN HUU HUNG P.G

DA NANG, March 2021


INTERNSHIP REPORT

1

Supervisor: Tran Huu Hung

TABLE OF CONTENTS
ACKNOWLEDGMENT.........................................................................................ii
PART 1: GENERAL INFORMATION OF THE INTERNSHIP SITE...............1
1.1. An overview of Nam A Dong Travel Company...............................................2
1.1.1. Formation and development......................................................................2
1.1.2 The organizational diagram........................................................................3
1.2. Sale Department..............................................................................................4
PART 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP........................5
2.1. Job description................................................................................................5
2.2. Weekly specific tasks......................................................................................6
2.2.1. Week 1 (From Jan 18th to Jan 24th, 2021)..................................................6
2.2.2. Week 2 (From Jan 25th to Jan 31st, 2021)...................................................8
2.2.3. Week 3 (From Feb 1st to Feb 7th, 2021)...................................................10
2.2.4. Week 4 (From Feb 22nd to 28th, 2021).....................................................11
2.2.5. Week 5 (From Mar 1st to Mar 7th, 2021).................................................12
PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP.................14
3.1. Advantages and Disadvantages.....................................................................14
3.1.1. Advantages..............................................................................................14
3.1.2. Disadvantages.........................................................................................14

3.2. Personal experiences.....................................................................................15
PART 4: FURTHER SUGGESTIONS FOR THE INTERNSHIP SITE AND
THE UNIVERSITY...............................................................................................17
4.1. Suggestions for Nam A Dong Tourist Company............................................17
4.2. Suggestions for Duy Tan University..............................................................17
4.2.1. Suggestion for the University:................................................................17
4.2.2. Suggestion for the department:...............................................................17
SUPERVISOR’S COMMENT.............................................................................19

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

ACKNOWLEDGMENT

To Teachers in Department of Foreign Languages of Duy Tan University!
To Director and all of staff in Nam A Dong Tourist Company!
First of all, I would like to say thank you to Nam A Dong Tourist company for
helping me have many useful experiences and an effective internship. Especially, I
would like to express my deepest gratitude to the Director of the company, Mr.
Phung Van Phuong for giving me a chance to learn, practice and get valuable work.
Besides, I also would like to pay my gratitude to all my Teachers in Duy Tan
University. I do take this opportunity to thank my supervisor, Mr. Tran Huu Hung
for helping me complete the report during the internship time.
My due thanks also go to my parents, and friends for their encouragement.

Finally, I wish all of you good health and great success.
Thank you all!

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

1

Supervisor: Tran Huu Hung

PART 1: GENERAL INFORMATION OF THE INTERNSHIP SITE

Name

: Nam A Dong Tourist Company

Address

: 90 Dang Nhu Lam Street, Son Tra District, Danang

Telephone

: +84 236 918 698

Fax

: +84 911 297 188

Email

:

Website

: dulichnamadong.com

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

Student: Phan Le Bao Uyen

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Supervisor: Tran Huu Hung


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

1.1. An overview of Nam A Dong Travel Company
1.1.1. Formation and development
Nam A Dong Tourist Joint Stock Company, it was initially established on
December 21, 2015 at 90 Dang Nhu Lam, Son Tra district, Da Nang city. It is

convenient place to reach people and has since organized numerous domestic and
international tours. With a team of enthusiastic and knowledgeable guides working
in tandem with high-quality services, customers will feel secure while trusting in
South Asia. The business has seen many economic fluctuations in the country as
well as the consequences of the regional economic crisis since its inception. Until
now, the company has established itself as one of the most reputable domestic and
foreign travel operators. Customers have been drawn to it because of the range of
travel service packages available, as well as the customer service and advice.
Furthermore, the company collaborates with other business partners in order to
support and grow together. South Asia East Tourism Joint Stock Company is
committed to coordinating the highest quality tourism programs with the most
reliable operation under the slogan "Bring smiles to life." We hope to accompany
you to ensure that each service provides the best possible experience and relaxation.

Student: Phan Le Bao Uyen


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Supervisor: Tran Huu Hung

1.1.2 The organizational diagram
The organizational structure of the company can be depicted in the chart below:

Director

Business
Department

Operation
Room

Accounting
Department

Vehicle
Operating
Room

Tourguide

According to this chart, there are many departments that construct the
organization of company. These departments are managed under the supervision of
the Director. This is a model that can help the leaders follow the day-to-day
operations of the divisions, but it also requires the leaders to have adequate
professional capacity as well as experience to be able to run the company
effectively.
Director: The person in charge of the company's day-to-day operations. In
addition, the director is in charge of developing strategic plans and strategies.
Business Department: This is a location that is vital to the company's
operations, serving as a hub for market analysis, strategic planning, strategy
formulation, and marketing to draw visitors to the company.
Operation Room: Act to ensure the quality of the company's goods.
Deploying all of the operating programs' jobs. Plan to deploy jobs related to tourism
program implementation, such as hotel registration, visas, modes of transportation,
etc., to ensure efficiency and timeliness.
Accounting Department: Statistics, company financial planning, and
monthly corporate income reports are all functions of this role. Keep track of the

company's capital and assets and report on them.

Student: Phan Le Bao Uyen


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Supervisor: Tran Huu Hung

Vehicle Operating Room: Having the responsibility for overseeing the entire
vehicle service.Receive transactions and rent a transport vehicle to satisfy time and
trip specifications.
Tourguide Department: The company currently has three official guides, the
rest are collaborators. The company is still planning to recruit more guides to
expand the scale of operations.
1.2. Sale Department

Sale Tour function of a company is a location that is vital to the company's
operations, serving as a hub for market research, strategic planning, and increasing
tourist attraction. Coordination with the executive department, creation of tourism
services from content to price that are acceptable for consumer needs, and active
involvement in the introduction of new products to the business. Contracts should
be negotiated with airlines, overseas travel agencies, and domestic and international
organization.

Student: Phan Le Bao Uyen

INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

PART 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP
2.1. Job description
I’m very lucky to do my internship at Nam A Dong Tourist Company in Da
Nang because I worked as a Sale tour at Company. As far as I am concerned, Sale
Tour practice is neither simple nor too hard. During the whole six weeks, I have
learned a lot of new things that I have never learned or even heard of before. I have
gotten much experience for this position. It is an expectation of most organizations
that tour sellers maintains a calm, courteous and professional demeanor at all times
regardless of the visitor’s behavior. Therefore, I think this job is very interesting.
With this job, I could be better contacting with people from all walks of life.
Consequently, to satisfy fastidious customers, I must be patient and harmonious.
Besides, I have to be sympathetic and listen to all requests from customer. I began
to love this job; it has taught me the patient virtue, and a professional working style.
In the following internship schedule, I will describe in further detail my duties
during my internship period.

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

2.2. Weekly specific tasks
2.2.1. Week 1 (From Jan 18th to Jan 24th, 2021)
Date
Monday, Jan 18th

Tasks
Results
-Having an appointment with -Understand what
General Manager of company.

actual

the

working

-Get acquainted with the working environment is like and
environment.
th

Tuesday, Jan 19

get to know almost all

members at work.
-Reading documents about the -Getting more
company.
-Learning

information
about

rules

about

useful
the

and company.

policies.
-Learning information about the
business sector, about products,
how to sale a tour, about the
market, about competitors.
-Continue to get acquainted and
Thursday, Jan 21

th

create relationships with people.
-Learning carefully about the -Understand the process
packages that the company sells of selling products at the
to be able to advise customers.

company.

-Observe and learn the process

of selling products of employees
Friday, Jan 22

th

at the company.
-Continue to learn about how to -Starting my internship at
sale a tour.

the

South

East

Asia

Tourist.
During my first week at Nam A Dong Tourist Company, I tried to adapt to the
working environment. I have known a lot of the company and understood what the

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

actual working environment was like, getting to know many members of the
company, and most importantly, I learned about how to sale tour, the job I'm going
to do at the company. First, I had an appointment with the Company Director. After
that, I read the company documents the company to understand briefly about the
history and development of the company in general and the sale tour department in
particular. I have been observing and learning the process of selling packages of
employees at the company. With the enthusiastic help from my supervisor and all
staff in the Sale Tour Department, I felt more comfortable and seemed to adapt
gradually to the new working environment and the working style in the Company.

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

2.2.2. Week 2 (From Jan 25th to Jan 31st, 2021)
Date
Monday, Jan 25th

tasks
-Continue to learn about how to

Results
-Learn more everything.

sale a tour.

-Learning how to post tour sales
Tuesday, Jan 26

th

Wednesday, Jan 27

th

and promote tours.
-Learning how to take calls

-Improving my

from the outside and other

communication skills.

departments.

-Knowing more about the

-Learning how to answer the

way to take calls from

calls and transfer them to places

outside and other

where they need to be

departments correctly.

forwarded.
-Reading documents about sale

-Learning more about the

tour department.

sale tour department.

-Learning some important
information: room type, prices,
th

Thursday, Jan 28

services.
-Start working

-Having the opportunity to
put myself into practice.

This week, I felt more comfortable since I have gradually adapted to the new
environment and working style in the Company. I continue to learn about how to
sale tour in a more specific and complete way. I learned and read more about the
department I was going to do. In addition, I learned how to receive and answer
external calls to improve my communication skills with clients. above all, I have the

opportunity to train myself more. I also learned how to speak when a call came in,
for example: "Xin Chao, Nam A Dong Tourist Company listening. How can I help
you?". I learned how to use a company phone, so I now knew almost all basic
functions of the telephones and it is easily for me to transfer a call to where it needs

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

to be forwarded. Although I still get some small errors, I know how to resolve.
Some things should be avoided when getting the phone: Do not chew or eat cake
while listening to phone
Secondly, I have learned some important information, such as room type,
price, service so that I can easily recommend to customers.

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

2.2.3. Week 3 (From Feb 1st to Feb 7th, 2021)

Date
Monday, Feb 1th

Tuesday, Feb 2th
Wednesday, Feb 3

th

Tasks
-Start working, writing

Results
-Learning how to write

articles and posting tours

articles and post to

in tour groups on forums.

promote products.

-Learning the way to

- Knowing how to receive

receive a telephone call.
-Learning how to deal

a telephone call.

-Improving my skill to

with difficult situations.

solve problem.

This week, I have closer contacts with all staff in the company and learned a
lot from them and I felt more comfortable when working in new environment. I’ve
done few mistakes sometimes but I could learn experience from that such as when
talking on the phone. firstly, it is necessary to master the knowledge and
information of the trip. I instructed what to do when getting phone. When talking on
the phone, firstly, it is necessary to master the knowledge and information of the
company. The second, we need to speak fluently and confidently, always fun
because customers can feel the attitude of service through your voice. Most
importantly, I learned and mastered how to write and post tour advertising.
Moreover, I also learned some ways to solve problems when customers complain.

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

2.2.4. Week 4 (From Feb 22nd to 28th, 2021)
Date
Monday, Feb 22nd

Tasks
Results
-Listening to the phone and -More proficient.
advise customers on tours.
-Perform a search and expand -Maximum access to

rd

Tuesday, Feb 23

your

lead

source

by potential customers in

contacting online, phone, fax, the assigned tourism
Wednesday, Feb 24

th

email,...
-Introducing

new

market.
travel -Knowing to convince

services that the company is customers to use the
applying

such

as

travel company's services.

programs, air ticket sales,...
th

Friday, Feb 26

for new customers.
-Exploiting and finding new -Learning many useful
customer sources.

things.

This week, I was more proficient in my work, I was instructed to listen to the
phone and advise clients. I learned how to do a search and expand my lead source
and how to introduce customers to my company's services. Above all, I know how
to convince customers to use the company's services, which is something that I feel
very satisfied with me. Sometimes I’ve don’t few mistakes but I could learn
experience from that. I started to be familiar with the machines in the office. I knew
how to use the photocopier, the printer and the handie. Moreover, I discovered so
many interesting things and applied the knowledge which I had learned at university
to work. I felt so happy and useful in helping the staff in the Company. In fact, I

knew that being helpful to co-workers is quite essential to maintaining a good
relationship at workplace.

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

2.2.5. Week 5 (From Mar 1st to Mar 7th, 2021)
Date
Monday, Mar 1st

Tasks
Results
-Listening to the phone and -More proficient.
advise customers on tours.
- Perform a search and expand - Exploiting and finding

nd

Tuesday, Mar 2

your lead source by contacting new customer sources.
Wednesday, Mar 3

rd

online, phone, fax, email,...
-Collect
customer-related - Knowing how to collect
the

information

address,

information,
Thursday, Mar 4

th

contact
needs

of

guests,...
- Responsible for keeping in - Support, taking care of
touch with the company's loyal the old customer.
former customers to promote
the brand, understand the needs
of customers and sell products
and services.

I'm also learning about mining and the potential for new customers this week.
Know how to gather customer information such as full name, address, contact

information, and customer needs. I have learned more about how to support and
care for long-term clients. Maintaining contact with the company's loyal former
customers in order to support the brand, understand consumer desires, and sell
goods and services. Customers should be notified to receive timely updates on
service prices and promotions. I make mistakes from time to time, such as failing to
record the customer's address or phone number, but my colleagues have always
been supportive and helpful

2.2.6. Week 6 (From Mar 8th to Mar 13rd, 2021)
Date

Student: Phan Le Bao Uyen

Tasks

Results


INTERNSHIP REPORT
Monday, Mar 8th

th

Tuesday, Mar 9

Wednesday, Mar 10

th

14

Supervisor: Tran Huu Hung

-Listening to the phone

-Everything had become

and advise customers on

easier and more familiar

tours.
-Daily contact and direct

-Create travel programs

sale of tours to guests

and provide direct advice

-Under the guidance of

and sales tour customers.
-Bringing the most

the board of directors,

convenience to the guests

express appreciation to

as well as revenue for the

loyal customers on a

Company.

regular basis (call, wish
birthdays, wish holidays,
offer promotional gifts,
etc.).
In the last week, I continued doing what have been taught in the past five
weeks, everything had become easier and more familiar for me. Almost all the work
was not really difficult for me anymore and I became really excited about dong my
daily tasks. I also helped my colleagues to clean the desk and arrange documents.
As a result, my soft skills like courtesy, patience and the ability to handle guests
with the best ever manners and satisfy their needs in the best possible ways have
substantially improved.

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

PART 3: PERSONAL EXPERIENCE FROM THE INTERNSHIP
Through 6 weeks of training process at Nam A Dong Tourist Company, I had

many advantages and faced too many disadvantages while gaining a lot of highly
valuable experiences.
3.1. Advantages and Disadvantages
3.1.1. Advantages
During my internship at White Snow Hotel, I had so many advantages:
● Thanks to the manager’s support, I have learned so many things. He taught
me how to be a tour salesman through which I can understand more about the job of
staffs. He also gave me useful information of the Nam A Dong Tourist Company,
which help me a lot in my internship report.
● The staff are so enthusiastic. They always gave me chances to make
conversation with customers, helped me when I had difficulties. Thanks to their
whole- heart help, I have gained the knowledge which I never got at college.
● My English also help me so much. Being a student of foreign languages
department, I have more advantages than others who are not majored. I could catch
almost all what customers say and want. I didn’t spend to much time familiarizing
myself with this job. Besides, I fell more confident because of my English.
3.1.2. Disadvantages
Besides the advantages which I listed above, I am not unable to mention the
unavoidable difficulties during my internship as follows:
● The first disadvantage is my lack of experience, before being a trainee at
Nam A Dong Tourist Company, I had no chance to experience the job of a sale tour.
● The second challenge is difference between theory and practice. In working
environment, experience is more importance than what I learned at school. Theory
just helps me a part in language, when I were a tour salesman I need practice more
and more. What I learned is too academic, however, in job, real- life listening and
speaking skill is required more than grammar.

Student: Phan Le Bao Uyen

INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

3.2. Personal experiences
After six weeks of the internship, I gained a lot of experiences. Working as a
tour salesman Company requires a big amount of knowledge but also in other
aspects such as culture, custom, history of

some countries. After this practice, I

have really learned many precious experience that I think it will help me a lot in my
work in the future. The following are some of experiences which I gained during
this training.
● The first, I've learned that one of the most successful ways to sell tours is to
advertise them through popular media outlets. This this enjoyable job gave me a lot
of knowledge. Moreover, I could master the time management skills, teamwork
skills, etc.
● The second, I know how to listen to the phone and how to respond to
customer complaints professionally. Besides, the safety is also an important factor,
for example, writing down the customer's address and phone number... You will be
in the trouble if you lose something. That is why a tour salesman must be careful
and thoughtful. Moreover, the job may be stressful due to the interaction with many
different people with different types of personalities. For example, when the guests
have a complaint about matters of the company’s services, you must apologize them
for the convenience and then call management to alert them of the problem before
the guests back to the company. So, tour sellers must be good communication, be
friendly, active and intelligent. In addition, when the telephone of the company

rang, the salesman must answer phone in a soft mood with a clear voice. I also
learned how to change my tone to satisfy customers and make them feel relaxed and
comfortable. What’s more, I also knew how to behave skillfully towards difficult
customers.
● The third, I know how to treat existing customers well in order to attract
new ones. providing comprehensive tour facilities to all customers that take part in
the company's tour program If the guest has a positive experience, they will tell
their friends and family about the company that provided it. In addition, I can

Student: Phan Le Bao Uyen


INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

improve my listening and speaking skills. At work, I have more chances to
communicate with foreigners. I used to be shy when talking with those aboard
because my listening skill was not good. After my internship, I feel much more
confident.
● In conclusion, after this practice, I feel grown-up with experience in
communication, the situated treatment skills. I could speak English with many
foreigners, so my pronunciation is improved a lot. Especially, I learned the way to
work under time pressure and how to solve problems quickly and effectively.
Therefore, I think that these jobs are suitable to me in the future. I am very happy
with these jobs.

Student: Phan Le Bao Uyen

INTERNSHIP REPORT

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Supervisor: Tran Huu Hung

PART 4: FURTHER SUGGESTIONS FOR THE INTERNSHIP SITE
AND THE UNIVERSITY
4.1. Suggestions for Nam A Dong Tourist Company
During my internship at Richico Apartments and Hotel, I observed and learned
ceaselessly. Besides getting valuable experience, I also tried to find out inadequate
points in the service industry. These suggestions are what I took from my observing:
For the company business, human resources are important factors which need to be
more interested in solving, because products of the services generated by contact to
customers directly. The business should train and hire more employees, as well as
recruit partners and create a new event organization. Furthermore, the business
should update the office facilities and materials to have the most comfortable
working atmosphere for employees. In addition, the company could advertise its
activities in other parts of Da Nang City to draw more buyers, using efficient
methods such as flyers, mass media advertisements, and radio broadcasting. In
summary, that the staff works better requires them to endeavor to perfect themselves
constantly, to cultivate knowledge and experience for creating an professional work
environment.
4.2. Suggestions for Duy Tan University
4.2.1. Suggestion for the University:
● First and foremost, I hope that our department will be able to collaborate
with a variety of foreign language organizations and businesses. As a result,
students have several opportunities to gain valuable practical experience and to

envision their future careers.
● The students at Duy Tan University need more real trips. Especially, being a
student majoring English for tourism.
4.2.2. Suggestion for the department:
● The department should hold many extracurricular activities such as English
club, picnic for the students who will have conditions to contact with the actual
environment, so we are more confident, dynamic and improve communication

Student: Phan Le Bao Uyen


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Supervisor: Tran Huu Hung

skills, soft skills. Furthermore, the soft skills are very important. If possible, the
department should add some subjects help the students practice it. For example,
communication skill, job skill, the way to talk in the crowd, etc. With major
subjects, practice is more than theory.
● In addition, tourism majors should be included in the curriculum to help
students develop a greater understanding of the hospitality and tourism industries.
As a result, when students begin to practice and work later, they will not be
surprised.

Student: Phan Le Bao Uyen


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Supervisor: Tran Huu Hung

SUPERVISOR’S COMMENT
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Student: Phan Le Bao Uyen