Using english in communicating with foreigners in reception department at monaco hotel

Using English in communicating with foreigners in Reception Department at Monaco Hotel

TABLE OF CONTENTS

Student: Nguyen Thi Hong Van

Page 1

Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

ACKNOWLEDGEMENT
To finish my internship successfully, I could not do it with my ability only.
Therefore, I would like to send my heartfelt thanks to people who helped me a lot
during my practice time.
First of all, I offer my sincerest gratitude to my supervisor, Mrs.Tran Thi Ngoc
Hoa who supported me throughout my internship with her patience and knowledge
concurrently. Thanks to her help, I can finish this report better.
Furthermore, I am also grateful to the teachers of Da Nang College of
Economic and Planning, especially teachers of Faculty of Informatics and Foreign
Languageswho educated me with their warm hearts during three years. Thanks to their
education, I am equipped with a lot of useful knowledge and skills which help me a lot
during my practice time and in future job as well as in my life.
Moreover, I would like to thank and send my deepest gratitude to manager and
staffs in MonacoHotelwho supportedwith lots of working experiences to me, gave me
the opportunity to practice. Especially they created favorable conditions for me to
work as a real staff.
Finally, I would like to thank all members in my family for supporting me
throughout all my studies at College. They have been beside me, given me

encouragement and created good conditions for me to fulfill my jobs during the
practice term and do this report in the time manner
NGUYEN THI HONGVAN

Student: Nguyen Thi Hong Van

Page 2

Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

CHAPER I : INTRODUCTION
I. Rationale:
People said that “Study must be accompanied by practice”. It is completely
right since if we are good at theory but we can’t use it in reality, we can’t succeed in
work. Practice is the best way to apply what we have learnt in reality. By practicing,
we can get acquainted with our future job and improve our skill.
I studied at Da Nang College of Economics and Planning as an English student
but I do not have enough time to practice and I only have a little opportunity to talk
with foreigners. Before I graduate from the college, I have a practice term for three
months. It is the best time for me to apply what I have learnt at the college into reality
and have entail psychological and professional preparation for my future job. And I
can improve my English skill by working and communicating with foreigners.
Nowadays, English has become one of the most important languages in the
world. It is the main language used on internet, tourism, business and many others
fields. And hotel business is one of business fields that English is used so much. So we
cannot deny the importance of language, especially English.
Communication in the hotel is the first condition for success in this field.

Tourism serves not only for domestic tourist but also for foreign tourists in this modern
period. If staffs can communicate in English, they will bring more benefits for their
hotel. Thus, good using English is essential for receptionists in any hotels. It is
considered the important economic strategies for many different nations across the
globe as well as Viet Nam.
Accompanied - with tourism many kinds of hospitality exits. Restaurants,
hotels, resorts are springing up and ongoing developed. In each hotel, the most
important department is reception because it is the face of hotels. So the receptionists
have to be well-trained. To be aware of the potential of hotel as well as the
opportunities to communicate with foreign visitors, I have broadened my mind and
have had the wide range of valuable experiences in probationary. Thus, I choose the
topic: "Using English incommunicating with foreigners in Reception Department at
Monaco Hotel"

Student: Nguyen Thi Hong Van

Page 3

Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

Although I tried my best, my knowledge and practical experiences are limited.
So, this report could not avoid the errors. I am looking forward to receiving advises
from my supervisor and other teachers so that this report can be completed efficiently
II. Aim of study
This report aimed at improving English communicating skills: such as
listeningand speaking, especially, my pronunciation and communication as well as
getting basic knowledge about Monaco Hotel.

Therefore, the report helps the readers to understand about some effective
ways to develop communicating skills in ReceptionDepartment at a hotel.
III. Scope
This report consists of information relating to the reception department of
Monaco Hotel according to my observation during the internship and practicing
English speaking skill at this hotel.
This report also describes the real situations of using communication English at
Reception Department.
IV. Methodology
In process of research this topic, I had to use some methods such as:
-Using the documents at MonacoHotel
-Observing during my training in this hotel.
-Collecting information on internet.
-Reading some books
V. Theoretical background
V.1.Communication
Communication is the activity of conveying information through the
exchange of thoughts, messages, or information as by speech, visual, signals, writing
or behavior.
"Communication in its most basic sense is transferring information from sender
to receiver". The various definitions of communication ( organizational, business,
interpersonal and so forth) are just flavors of the basic definition of communication

Student: Nguyen Thi Hong Van

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Class: TATM1 - 12

Using English in communicating with foreigners in Reception Department at Monaco Hotel

V.2.Communication in English
"Communication in English is a process of transferring information from one
entity to another by English language"
Also, communication in English is means of sending and receiving information
by English language

Student: Nguyen Thi Hong Van

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Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

CHAPER2: FINDING AND DISCUSSION
2.1.General information about Monaco Hotel
2.1.1 Location
Monaco Hotel is located on lot 24,Duong Dinh Nge street, An Cu 2, An Hai
Bac, Son Tra District, Da Nang city.Monaco Hotel Da Nang has a convenient location
in the heart of Danang city, from the Han River Bridge approximately 700m and 200m
Khe beach.
From the hotel, you can access to visit the scenic beauty of Da Nang city such
as: Thuan Phuoc Bridge, Cham museum, Son Tra Peninsula, Ba Na hill...

2.1.2.The establishment and development
Monaco Hotel was establishment in early June , 2011.
It is designed according to standards equivalent to 3 stars, consisting of 11 floors with

the number of 51 rooms, the modern equipment and full of convenient facilities.
Monaco Hotel is built with a total capital of 15 billion dongs

Student: Nguyen Thi Hong Van

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Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

2.1.3. The organization structure of Monaco Hotel

DIRECTOR

VICE-DIRECTOR

MANAGER

RESTAURAN
T
DEPARTMEN

STAFF

RECEPTION
DEPARTMEN
T

SALE
DEPARTMENT

STAFF

Student: Nguyen Thi Hong Van

ACCOUNTIN
GDEPARTME
NT

STAFF

STAFF

Page 7

SECURITY
DEPARTMENT

STAFF

Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

2.1.4. Some services of Monaco Hotel
-Laundry service
-Airport shuttle

-Tour book
-Ticket service
-Car rental
-Buffer free
-Car parking lot
2.1.5. The accommoodation of Monaco Hotel

TYPE

NUMBER
OF
ROOMS
THIS
TYPE

RATE

FACILITIES

DOUBLE ROOM

7

Student: Nguyen Thi Hong Van

750.000
VND

Page 8

TV
refrigerator
bathtub
Shower
Mini Bar (minibar)
Free Breakfast
table
Satellite / Cable
Screen LCD / plasma
Air Conditioning
Bed type:one double
bed

Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

TWIN ROOM

35

850.000
VND

DELUXE ROOM

7

950.000

VND

VIP ROOM

2

Student: Nguyen Thi Hong Van

1.500.000
VND

Page 9

Balcony / Terrace
TV
refrigerator
bathtub
Shower
Mini Bar (minibar)
Free Breakfast
table
Satellite / Cable
Screen LCD / plasma
Air Conditioning
Bed type:two single
bed

Balcony / Terrace
TV
refrigerator

bathtub
Shower
Mini Bar (minibar)
Free Breakfast
table
Satellite / Cable
Screen LCD / plasma
Air Conditioning

TV,refrigerator
Shower,Free Breakfast,
Iron
Table,fan
Satellite / Cable
Screen LCD / plasma
Air Conditioning,
Bed type:one double
bed

Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

2.2.General introduction about the reception department

2.2.1. Staff reception
At monaco hotel, Reception Group works very effectively and gets a lot of
guest is compliments.
There are 5 receptionists, most of whom can speak English well and a little

French. They have professional attitude and working style to help guests fell satisfied
2.2.2. Function
Reception Department is the first place where guests can contact. It creates the
first impression for the quality of hotel service.
Reception department is the representative for the hotel is face. It represents the
operations of the hotel and bring about main turnover from guests for hotel. So, it is an
extremely important department
Reception department connects between guests and the hotel's services,sell
rooms for guest, makes check-in and check-out procedures, collects money from
guests, provides information for guests, solves guest's complaints and takes part in
marketing mission .
Student: Nguyen Thi Hong Van

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Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

2.2.3.Task
- Welcoming and guiding guests to do the hotel's reservation procedure
- Carrying out preparing the registration files for guests.
- Defining all of guest's information
- Arranging the room for guests.
- Defining the room price and the guest's payment method
- Having a throughout grasp of the hotel's products.
- Carrying out the different service for guests such as: sending messages
receiving mails.
- Combining with the room department to update's the room situation.

- Dealing and handling with guest's payment method.
- Deceiving and delivering the shift exactly, having the solution timely to deal
with the last shift's problems.
- Taking notes the activity status in split shift to serve guest.
2.3.My job description.
2.3.1. Working time
I worked as a receptionist 3 days a week on Tuesday, Thursday, Saturday. From
6.00 am to 11.30 am
2.3.2.Duty
In the frist stage, from 03rdto15thof February, I spent most of my time getting
acquainted with necessary information. I was introduced to everyone in the hotel by
Mss.Hoa the chief leader of Reception Department. After that, she lead me and other
trainees to travel around the hotel include: departments, restaurant, kitchen, rooms as
well as the facilities of Monaco hotel. She did not forget to explain the rules of hotel in
each department so that we could understand more clearly.
In the second stage, from 24

th

of February to 15 th of March, I stood next to the

reception desk, observed and took note what receptionists did. After three observing
weeks, I knew how to check in, check out, and deal with some problems. The finally
day of this stage I checked in for Mss.Lissa coming from England
Student: Nguyen Thi Hong Van

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Class: TATM1 - 12

Using English in communicating with foreigners in Reception Department at Monaco Hotel

In the third stage, from 16th of March to 16th of April, I worked as a real
receptionist in Monaco Hotel. In the stage, I felt that my English skill was improved a
lot.And I also knew how to check in, check out for a lot of guests


Check in procedures:
- Greet the guests.
- Check the guests if they have a reservation or not.
- Fill in the registration form.
- Borrow the guests’ passports.
- Introduce to the guests about breakfast, drink and other services of the resort.
- Tell the room numbers, give keys and keys card for guests.
- Introduce porters, say goodbye and wishes.



Check out procedures:
- Hand and receive the guests’ keys, key cards and say help them check out.
- Check if the guests had paid a booking deposit or not.
- Show the guests the mini-bar and any service in the resort and check it.
- Prepare the bill.
- Ask the guests to sign the bill.
- Answer any question from the guests if they have any problems.
- Say thanks, goodbye and wishes.



Solve complaints :
When there are complaints of customers, receptionist has to:
- Listen problems of them
- Find out main content and write down
- Express sympathy with them
- Apologize
- Thanks
- Explain necessary something to do and implement immediately
- Write down and report appropriate
- Monitor to ensure everything which is conducted
- Check customer satisfaction

Student: Nguyen Thi Hong Van

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Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

Receptionist needs to keep claim, shows their understanding, no argument,
apologizes, no put the blame for others, no promise anything beyond the powers with
customers.
Spending two weeks to observe, from 03rd of February to 15th I learnt a lot of
experiences of reception’s work. The staff have enough experiences and abilities to do
their work well. They met standards about appearances, attitudes, professional
qualification. Here, receptionists are very friendly and helpful, they helped me a lot
during the training term.
Since the secondstage, from 24th of February to 15thof March. I welcomed the

guests, checked in, checked out and introduced the resort services for guests and deal
with the problems of guests. On the final day of the third week, I checked in for Mr.
Robert from Canada to room 503 from 28thof February to 3rdof March. I also checked
out for Mrs. Maria room 102 and I also did the reception work. On the following day
of the fourth week, I also did the reception work. At 9a.m, I received the phone calling
from Vietnam Airline and I connected them to Mr. John Smith room 302. After the
lunch time, Mrs. Edition room 312 called and complaint about the air condition, it
does not work. I answered “I’m really sorry about that, I will call some one to repair it
right now.” After two first weeks worked as a receptionist in Monaco Hotel, I noticed
that my English speaking and listening skills were improved. I felt confident when
talking to foreigners.
From 16th of March to 16th of April, I welcomed a group of seven come from
Germany. They stayed at Monaco Hotel for three nights, from 17th to 19th of March.
On the following day, I also checked in, checked out for a lot of guests from
many countries.
At free time, I often got acquainted with foreign guests to improve my English
skills. I felt happy and confident while talking to them. They were so kind and helpful.
I asked the guests about their stay, breakfast and their thought about Vietnam. Through
that, I knew more about guests feeling and the culture of many countries in the world.
Thanks to that, I finished my work better at the final week. I could check in, check out
quickly and deal with the complaints of guests efficiently. Furthermore, I applied what
I have learnt from the college and my English skills was improved. When I met any
problem, the manager and other receptionist were willing to help me.
Student: Nguyen Thi Hong Van

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Class: TATM1 - 12

Using English in communicating with foreigners in Reception Department at Monaco Hotel

These above jobs gave me more awareness of receptionist work. To work well as
a trainee, we had to consider ourselves as one of the staff in the hotel. We had better
think that we had a responsibility to finish all given tasks and the right benefit, the
entire flexible atmosphere in the resort.
Appendix
1. Check-in: for Mss Lissa from England and Mr.Robert from Canada

Conversation 1:
R: Hello, good morning.Welcome to Monaco Hotel.
G: Good morning. I' d like to make a reservation for the weekend.
R: Yes sir, we have several rooms available for that particular weekend. And
what is the exact date of your arrival?
G: The 7thMarch
R:How long will you be staying?
G: I will be staying for two nights
R: How many people is the reservation for?
G: There are two of us
R: And would you like a room with twin beds or vip bed?
G: A vip bed, please.
R: Great. And would you prefer to have a room with a view of the Han river?
G: If that type of room is available. What is the rate for the room?
R: Your room is $ 150 per night. Now what name will the reservation be listed
under?
G: Lissa
R: And is there a phone number where you can be contacted?
G: Yes, my cell phone number is 555-37287
R: Now I will need your credit card information to reserve the room for you.
What type of card is it?

G:Visa. The number is 698735341
R: Alright, Mss Lissa. Check-in is at 2 o'clock. If you have any other questions,
please do not hesitate to call us.
G: Thank you so much
Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

R: I hope you a good trip
Conversation 2
R: Good afternoon. How Can I help you?
G: Good afternoon. I' d like to check-in please
R :Certainly. May I have your name, and phone number please?
G:Mr Robert, my phone number is 28754466
R: Yes. what kind of room doyouwant, Robert? A double room or single room?
G: A double room, please.
R: How long will you stay at our hotel?
G: 3 nights
R:The cost of a night is $ 101
G: Yes.
R:What day are you coming in?
G: From 28th of February to 3rd of March
R: Yes. The room number 503. It is on 5th floor. You have great view from
there.
G:Thank. Where can I get something to eat?

R: Our restaurant is located on 2rd floor
G: Thank you for your help.
R: It is my pleasure. Have a wonderful stay at Monaco Hotel

Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

2. Check-out: for Mrs.Maria from American

Conversation
R: Good morning, sir. Can I help you?
G: I‘d like to pay my bill now
R: Your name and room number, please?
G: Mrs. Maria. Room 102
R: Yes, Mrs. Maria. Have you used any hotel services this morning?

G: No, I haven’t
R: Fine. This is your bill, Mrs. Maria. The total is $190
G: Can I pay by credit card?
R: Certainly. May I have your card,please?
G: Here you are
R: Please sign your name here
G: Oh, yes. Can I send my luggage here till the afternoon? I want to go and say
good bye some my friends
R: Yes, we’ll keep it for you
G: Thank you. I’ll be back by 4:00p.m
R: That’s fine. Have a nice day!

Student: Nguyen Thi Hong Van

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Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel

Student: Nguyen Thi Hong Van

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Class: TATM1 - 12


Using English in communicating with foreigners in Reception Department at Monaco Hotel
3. Phone call

Conservation 1
R: Hello. Monaco Hotel speaking. May I help you?
G:Hello. My name is Lam. I am calling from Vietnam Airline. Can I speak to Mr
John Smith,please?
R: I am afraid Mr.John isn’t here today. Can you leave your number, please. I
will ask him to call you latter
G: Ok.My number is 0945012833
R: Hello sir. Vietnam Ariline called you at 9 a.m yesterday. She left her number
for me. Would you like to connect with her?
John Smith: Yes, thanks
Conservation 2
G: Hello.I am Mrs Edition who calls from 312 room
R: Hello Edition. Can I help you?
G: I would like plain about your hotel
R: What problem, sir?
G: The air condition doesn’t work.
R: I am realy sorry about that, I will call some one to repair it right now
G: Great! Hope you will repair soon for me
R: Certainly,sir. Have a good day.
4. Welcome a group

R: Good afternoon everyone. How can I help you?
G:Good afternoon. We would like to book some rooms in the hotel, please?
R: Which day,sir?
G: From17th to 19th of March
R: How long do you plan to stay?
G: We will stay for three nights
R: What kind of room would you like?
G: double room. How much is it?

R: It is $113,sir.
R: Do you want to check-in now?
G: Yes,certainly
Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

R: Could I borrow your passport a bit?
G: Here you are
R: Thank sir. Just a monent,please.
G: Ok
R: Now, Mss. Hoa will take you to room 205.
G: Ok, thanks.
2.4.Results and evaluation.
2.4.1.Results
I worked as a receptionist for three months at Monaco Hotel. This is not enough
for me to become a professional receptionist, but I got many experiences and skills
during my practicing time. I learnt many interesting and valuable things. I also
improved my English skills, especially speaking skill. Here are my experiences and
skills that I got during my praciting time:
•
•

Firstly, I more cofident when taking to foreign guest than before.
Secondly, I was more naturally contacting with foreign guests including good

behaviors and smart ways of communication.
• Thirdly, I knew more knowledge about thhe culture of many countries such as:
England, Canada, China, Japan....
• Fourthly, I knew how to serve visitors, especially foreign guests at Reception
•

Department.
Besides that, I also learnt many vocabularies in hotel field

2.4.2.My advantages
To meet the requirement of reception work, we need to have enough
preparation, at least in profession knowledge. Fortunately, before begging in charge of
the reception work, I had learnt English for tourism and I knew a lot about reception
work. From variety kind of update and applicable documents carefully collected and
edited by teachers, I equipped myself a firm knowledge foundation useful for the
work.
When coming Monaco Hotel

to practicing, I have a lot of chances to

communicate with foreigners because most of guests there are foreigners. With the
helps of the staff in the hotel, I finished my training well. Here, everyone is helpful
and willing to help me on working and finding information for writing this report. I
worked in a friendly and active environment. Thanks to them, I had a chance to widen
Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

my knowledge and improve my English skills. I had many opportunities to contact to
foreigners. Everyday, I leant a lot of the job and social knowledge. Because most of
staffs are helpful and friendly, most of guests are easy-going and funny. Maybe, I am a
lucky student when practicing in Monaco Hotel.
2.4.3.My disadvantage
The foreign guests speak very fast, it is difficult for me to catch up with them.
Sometimes, I can not understand what are they saying. Many vocabularies I haven't
ever learned. This is a problem which most of students face. As a result, I couldn't
understand or even guess what they mean.
Besides, at the first time I was in contact with the foreigners, I felt embarrassed
and shy. I tried to overcome this problem by practicing speaking in mirror frequently
at home and with some receptionists in hotel. The biggest barriers was culture, each
country had different culture and it was difficult to communication with foreigners
without understand about their culture.

Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

CHAPER 3: CONCLUSION
3.1.Conclusion.

During my training in Monaco Hotel, I realized that the applying English
speaking skill is necessary and important in our modern life, particularly in the
reception department.
If my communication skill in English is good, I will have more chances to find
a good job with high salary. This report was the result which I had through the practice
time at Monaco Hotel. Also through the process, I learnt many interesting and useful
things, for example, the ways to speak English better, the environmental differences
between work and college, the ways to create the friendly environment at work.
While my practicum time, in the first days, I was very confused but thanks to
admirable support from my superior and staffs, I overcome difficulties, gain many
highly valuable lessons and finish this report in a timely manner.
In summary, although I still met difficulties, I found that practicing English in the
internship period was the best way for student in checking and improving English
skills. Also I got more valuable experiences and knowledge when I worked directly
with the receptionist staffs.
3.2. Lessons learnt.
Because this is the first time to contact with the real job, I face

many

difficulties. I studied a lot of of knowledge about information and skills relating to the
job.
Firstly, in contact with guest process, receptionists must be helpful, friendly,
open heart, make them feel comfortable and wish coming to here later.
Secondly, when solving complaints of guests, receptionists must solve quickly,
skillfully, professionally and no hurt them.
Thirdly, the daily communications help me more confident when contacting
with foreigners, getting acquainted with a new environment me college. More
important, to do the work well, receptionists must be

better and better at

communication and social skills.
Besides, speaking and listening are two important skills for English students,so
we should take part in many activities to improve these skills.
Student: Nguyen Thi Hong Van

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Using English in communicating with foreigners in Reception Department at Monaco Hotel

In conclusion, the confidence and work enthusiasm also help us create effects
inpractice. The knowledge learning from staff is very essential to have experience.
3.3. Shortcomings.
The first time, I was lack of vocabularies. So, I can not make long
conversations to foreign tourists. This makes me no getting successfully in talking.
Besides, my pronunciation is not very good. I can not understanding quickly
what they say. This aslo makes me get mistakes when I talk to them.
And lastly, I do not have many experiences and knowledge about hotel
reception job. This is reality weaknesses of me because I have been trained about
receptionist courses. I can not do well all works of a receptionist to serve tourist.
3.4. Recommendations.
3.4.1. To the college:
- I think that college should create more chances for students to visit famous
places in the city where there are a lot of foreigners so that students have opportunities
to communicate with foreigners, which help students be confident to develop many
skills such as speaking, listening, ect....

- In addition, our should invite many foreign teachers to teach students in order
to get acquainted with communicating with foreigners and practice their English skills,
especially pronunciation.
- In teaching process, college should combine between theory and practice
because when you work, it requires experiences more than theory.
3.4.2. To the students:
Some of the students often disregard their practice time. They think it is not
important and necessary. Sometimes they neglect their job. This is not a good attitude.
Therefore, the students has the consciousness in working, being active in all works.
Besides, the students only studied knowledge through books and didn’t
practice. So, I think that the school should create more opportunities for students to
contact with foreigners so that they can improve language skill .(trying to write dairy
in English, reading English newspaper, watchingnews or listening to Engishsongs,…) ,
and have positive attitude when they enter practicing period.
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Using English in communicating with foreigners in Reception Department at Monaco Hotel

REFERENCES
Sources from internet
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THE TEACHER’S REMARK
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