Working as a tour guide at hoi an green travel company

INTERNSHIP REPORT

Supervisor: Th.S Tran Thi Ngoc Hoa
TABLE OF CONTENTS

ACKNOWLEDGEMENTS................................................................................................................................iii
CHAPTER 1: INTRODUCTION.........................................................................................................................1
1.Rationale...................................................................................................................................................1
2. Aim of study.............................................................................................................................................1
3. Scope .......................................................................................................................................................1
4. Methodology............................................................................................................................................1
5. Theoretical background ...........................................................................................................................2
5.1. Tourist guide..........................................................................................................................................2
5.2.1.English listening skills..........................................................................................................................2
5.2.2. English speaking skills.........................................................................................................................2
CHAPTER 2: FINDINGS AND DISCUSSIONS....................................................................................................3
1.General introduction about Hoi An Green Travel company.....................................................................3
1.1.Location..................................................................................................................................................3
1.2. Tasks.....................................................................................................................................................4
1.3. Kinds of service.....................................................................................................................................4
1.4.Organizational structure.........................................................................................................................4
2.General information of Tourist Guiding department.................................................................................6
2.1. Establishment progress.........................................................................................................................6
2.2.Tasks ....................................................................................................................................................6
3. My job at Tourist Guiding department.....................................................................................................6
3.2. Task .......................................................................................................................................................6
3.2.1. First stage: Booking and delivering train tickets................................................................................6
3.2.1.1. Booking train ticket..........................................................................................................................6
3.2.1.2. Train ticket delivery.........................................................................................................................6
3.2.2. Second stage: Guiding foreign guests to Cham island and Japanese covered Bridge........................7

Student: Do Thi Dung

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INTERNSHIP REPORT

Supervisor: Th.S Tran Thi Ngoc Hoa

3.2.2.1. Translate information about Cham island and Japanese covered Bridge from Vietnamese to
English..........................................................................................................................................................7
3.2.2.2.Guiding the foreign tourists..............................................................................................................8
3.2.2.3.English language for tourist guide....................................................................................................9
3.2.3. Third stage: Praticing English listening and speaking skills...............................................................10
3.2.4. Tour programmes.............................................................................................................................10
3.3. Result and Evaluation..........................................................................................................................13
3.3.1. My strengths.....................................................................................................................................13
3.3.2. My weaknesses.................................................................................................................................13
3.3.3. Solutions to improve my weaknesses...............................................................................................13
CHAPTER 3: CONCLUSION AND RECOMMENDATIONS..............................................................................14
1. Conclusion..............................................................................................................................................14
2.Lessons learnt..........................................................................................................................................14
3.Shortcomings...........................................................................................................................................14
4. Recommendations..................................................................................................................................14
4.1. For the office.......................................................................................................................................15
4.2. For department of foreign languages and informatics........................................................................15

Student: Do Thi Dung

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INTERNSHIP REPORT

Supervisor: Th.S Tran Thi Ngoc Hoa

ACKNOWLEDGEMENTS
I would like to express my deepest thanks to my supervisor Mrs Tran Thi Ngoc Hoa who
gave me valuable advices, encouragements and correcting the draft in every stage of my
research and writing this final internship report.
I express my grateful to the teachers of Da Nang College of economics and planning
department of informatics and foreign language for conveying valuable knowledge to me
during 3 years.
Finally, I can not fully express my gratitude to all staffs of the Hoi An Green Travel
company who gave me necessary information for my report as well as supported me
during the period of training.
Thank you very much!

Student: Do Thi Dung

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Supervisor: Th.S Tran Thi Ngoc Hoa

CHAPTER 1: INTRODUCTION
1. Rationale
As we know, English is considered as international language. It has become a key
tool to integrate and communicate to the world. I am a student at Da Nang College of
Economics and Plans, department of Informatics and Foreign language. I choose practice
at Hoi An old town, because it is considered a travel centre of the middle region of
Vietnam and the whole country, one of the most popular destinations in Vietnam. Hoi An
ancient town, 30 km to the south of Da Nang, lies on the banks of the Thu Bon River. Hoi
An was one of the major trading centre of southeast of Asia in the 16 th century and very
popular with the name “ Faifoo”. In December 1999 Hoi An ancient town was officially
recognized as a world heritage site by the United Nations Educational, Scientific and
Cultural Organization (UNESCO). Since 1997, the number of domestic and international
tourists to Hoi An has risen fast.
Hoi An tourism has potentials, create many good chances for me to rub with the
reality. This place has many foreigners that help me practice English skills. Futhermore, I
have many opportunities to express my ability, to apply what I learnt from school to the
real working environment.
For these above reasons. I decided to choose the topic “WORKING AS A TOUR
GUIDE AT HOI AN GREEN TRAVEL COMPANY”, when I am a tour guide, I visit
many places in Hoi An and learn more about it.

2. Aim of study
- Researching topic to understand a tour guide what need you do and what skills are need
to become a good guide.
- Applying what I have learned into practice.
- Myself need to try and improve many aspects to become guide in future.

3. Scope
The report concentrates on working as a tour guide at Hoi An Green Travel Company.

4. Methodology
In process of researching this topic, I searched materials from the company, collected
information from websites and observed from the reality and applying to my report.

Student: Do Thi Dung

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Supervisor: Th.S Tran Thi Ngoc Hoa

5. Theoretical background
5.1. Tourist guide
Tourist guide is a person who provides assistance, information and cultural,
historical and contemporary heritage interpretation to people on organized tours,
individual clients, educational establishments, at religious and historical sites, museums,
and at venues of other significant interest. They normally have a recognized national or
regional tourist guide qualification. (Source: from Wikipedia and from Hoi An Green
company).

5.2. English skills for tourist guide (Source: from Englishclub.com)
5.2.1.English listening skills
a. Definition
Listening is receiving language through the ears. Listening involves identifying the
sounds of speech and processing them into words and sentences. When we listen, we use

our ears to receive individual sounds (letters, stress, rhythm and pauses) and we use our
brain to convert these into messages that mean something to us.
Listening in any language requires focus and attention. It is a skill that some people need
to work at harder than others. People who have difficulty concentrating are typically poor
listeners. Listening in a second language requires even greater focus.
b. Elements of english listening skills
- Hearing.
- Attending.
- Understanding.
- Responding.
- Remembering.

5.2.2. English speaking skills
a. Definition
Speaking is the delivery of language through the mouth. To speak, we create sounds
using many parts of our body, including the lungs, vocal tract, vocal chords, tongue, teeth
and lips.
b. Elements of english speaking skills
- Grammar.
- Vocabulary.
- Pronunciation.
- Fluency.

Student: Do Thi Dung

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Class: TATM 2 -12

INTERNSHIP REPORT

Supervisor: Th.S Tran Thi Ngoc Hoa

CHAPTER 2: FINDINGS AND DISCUSSIONS
1. General introduction about Hoi An Green Travel company
Hoi An Green Travel Company was founded in August 2010.

1.1.

Location

Address
Representative
Tel
Fax
Website
Email

: 672 Hai Ba Trung- Cam Pho- Quang Nam province
: Nguyen Thi Kim Anh
: (0510) 3919234
: (0510) 3919236
: www.hoiangreentravel.com
:

With us, the quality is the first!

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1.2. Tasks
- Holding and making tours, business several travel products to build a packaged tour
for tourists.
- Exploiting new kinds of travel program which are suitable with vacations and creating
promotional policies for each season.
- Exploiting tourists needs to create new services and making these services become
effective.
- Completing physical system to bring tourists comfort and convenience.

1.3. Kinds of service
•

Organization local tours in Hoi An such as:
- Cham island 1 day tour
- Cham island 2days 1night tour
- Fishing tour on the sea
- Tra Nhieu eco life tour
- Hoi an River tour and traditional work villages
- Countryside bicycle tour visiting Tra Que vegetable village and making Lanterns
- Kim Bong carpentry village
• Hotel reservation

• Plane tickets
• Train tickets
• Car for rent

1.4.

Organizational structure

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ASSISTANT
DIRECTOR

ACCOUNTING
DEP
DIRECTOR
TREASURY
DEP

DEPUTY
DIRECTOR

SALES DEP

TOUR GUIDE
DEP

CANO DRIVER

Hoi An Green has about 20 staffs.

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2. General information of Tourist Guiding department
2.1. Establishment progress
Tourist guide department was founded in August 2010. The first time has only one foreign
guide and supervisor is Mrs Nguyen Thi Kim Anh. Currently, office has more foreign
guide, Vietnam guide and there are many Chinese assistant.

2.2.Tasks
- Arranging tour guides for travel programs.
- Building, developing, and training tour guide staffs.

3. My job at Tourist Guiding department
3.1. Working time
Two months is the time I practiced at Hoi An Green company. Being here, I worked on
Monday, Tuesday, Wednesday, Thursday, Friday from 7h30 am to 11h30 am.

3.2. Task
3.2.1. First stage: Booking and delivering train tickets
3.2.1.1. Booking train ticket
When I receive booking request, I have to take notes of the following information:
- Time
- Destination
- Name of visitor
- Address, number phone or fax
- Passport
- Name of train
- Price of tickets
- Name person who registers
*Some situations occured in the booking process:
Case 1: Visitor booking but lose identity card
• Solution:
- Asking them to check it again carefully
- If they lost it, asking them about other documents such as driver’s liense
Case 2: Changing date or time
• Solution:
- Cancel ticket and visitor lose 20% fee in order to change new ticket

3.2.1.2. Train ticket delivery
a. Disadvantages

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The first time is very hard because I don’t know many hotel address at Hoi An. It takes a
lot of time.
b. Advantages
Besides the disadvantages are also advantages , I contact and talk with many people. I also
know many hotel, it’s convenient for me when job applicant in future.

3.2.2. Second stage: Guiding foreign guests to Cham island and Japanese
covered Bridge
3.2.2.1. Translate information about Cham island and Japanese covered Bridge
from Vietnamese to English
 Cham island
The Cham Islands are off the Central Coast of Vietnam. Approximately 9 nautical
miles and to the east of Cua Dai Beach, Hoi An, Quang Nam Province. North 15 deg 52'
30" to 16 deg 52' 30", East 108 deg 24' 00" to 108 deg 33' 30", area of 235 square
kilometres which includes eight islands and surrounding waters. There are a total of eight
islands in the "Cham Islands" called Hon Lao (the largest and only inhabited island,
covering an area of 1,317 hectares with a hilltop elevation of 517m), Hon Cu, Hon Kho,
Hon La, Hon Dai, Hon Lo and Hon Tai.
*Landscape

Cham Island topography is mostly mountainous, without rivers, except for the
biggest island of Hon Lao, where there are some rocky fresh water streams with natural
forests. The highest point is at 517 m on the top of Hon Lao, other islands peaks are lower
with elevations from 70-200 m.
* Marine ecology
According to surveys, there are 135 species in 35 genera of corals found around Cu Lao
Cham.There are 202 species in 85 genera and 36 families of fish, and 4 species of lobsters
and 84 species of mollusks identified.
The waters around the Cham Islands are an important. Several species of high
economic value, such as lobsters, groupers, snappers, shrimps, and clams. The islands
coral reefs provide shelter, nurseries, and food for marine creatures.This island group has
3,000 inhabitants, most of whom make a living from fishing.
 Japanese Covered Bridge
Japanese Covered Bridge was built over the ditch which flows out to the Thu Bon
River by Japanese trades in the early 17 th century and belong to the Japanese community in
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Hoi An. After, Chinese built a temple in the center of the bridge. Therefore, it is also called
Pagoda Bridge. It was once a busy international port and a residing place for Japanese,
Chinese and Vietnamese communities from the 17th to the 18th century. In 1791, Nguyen
Lord (Nguyen Phuc Chu) visited Hoi An and renamed the Bridge as Lai Vien Kieu. It

means a bridge for passengers by from far away or a bridge was built by passengers by
from far away.
Japanese Covered Bridge is one of the most famous tourist attractions in Hoi An as
well as Vietnam. During the time and the ups and downs of history, Pagoda Bridge was
downgraded and has been restored several times in 1763, 1817, 1865, 1917 and the latest
rehabilitation was done in 1986. The Japanese Bridge or Pagoda Bridge in an invaluable
property and has been regarded as the symbol of the ancient town and was licensed as a
Nation Historical and Cultural Relic on 17th February 1990.
JapanesenCovered Bridge has been famous for its unique and special architecture.
The bridge was constructed with a roof so that it could be used as a shelter from both rain
and sun. On one bridge side, there are 2 sculptures: a pair of wooden monkeys is in the
western side and a pair of wooden dogs is in the eastern side. There are several
explanations for these animal statues. One story claims that construction of the bridge was
initiated in the dog year and was finished in the monkey year. Thus, the animal statues
were built up for celebrating these events. Another ancient story said that a dragon
monster resided in the ditch under the bridge. Its head was located in India while its tails in
Japan and its back went across Hoi An Town. Each time, the monster woke up, floods
happened and caused severed damages to human life and property. Therefore, the Japanese
built the bridge in order to protect inhabitants from disasters and to help them live
peacefully and prosperously.
A temple used for worshiping the northern God Tran Vo Bac De. This God is
considered the God of the weather. People believe that he controls all kinds of weather
changes and natural calamities.

3.2.2.2.Guiding the foreign tourists
In this stage, I need to have thorough, exact knowledge about visiting places. Thus,
I followed the tourists arrived at the visiting places in Hoi An old town in order to collect
information, study how works as a tourist guide and study english language for tourist. I
followed guides of company, employees worked to listen and write down necessary
information.

Student: Do Thi Dung

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Class: TATM 2 -12


INTERNSHIP REPORT

Supervisor: Th.S Tran Thi Ngoc Hoa

3.2.2.3.English language for tourist guide
During following the foreign tourists, I studied a number of difference forms of
sentences used frequently in tour guide.
a. Asking and answering questions
Every day tour guides will face new challenges. One of the hardest parts of this job
may be answering questions. Unlike a speech that you can memorize, you won't always
know what questions people will ask. However, guides can anticipate certain types of
questions and certain ways that questions will be asked and it is important to know how to
politely explain that you don't understand a question.
Tour Guide
•
Do you have a question, Sir?
• Yes? (if you see a hand raised)
• Is there something I can help you with?
• I'll try my best to answer your questions.
• I'm afraid I don't have the answer to that.
• That's an interesting question.
• I wish I knew the answer. (Sorry, I don't know.)
• Hmm.That's a difficult question.

• I'll have to look into that further.
• I'll have to ask someone about that.
• Hmm. I've never been asked that before.
• Pardon my English; I don't quite understand your question.
• I'm not sure, but I can find out for you.
Tourist Questions
• Is that the...you were talking about?
• Are we going to pass the...?
• Are we going to see any...?
• Is it on the right or the left?
• I don't see it. Can you point it out again?
• Will we see it on the way back?
•
Where’s the best places to buy….?
b. Showing places
• In front of you are....
• On your right/left you will see...
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•
•

•
•
•
•
•
•
•
•
•
c.

Up ahead...
On your left you will see...
As we turn the corner here, you will see...
If you look up you will notice...
Off to the north...
Look to the east...
As you will see...
You may have noticed...
Take a good look at...
I'd like to point out...
Keep your eyes open for...
Explaining rules, safety and etiquette
When giving a tour there may be rules and safety precautions that guides need to
explain. After explained the rules and safety precautions make sure that guests have
understood you, by asking, "Are there any questions about this?" or "Is everyone clear on
the rules?"
- Explaining rules:
Please pay attention to the time. We don't want to keep the driver waiting.
Please meet back here in one hour.

You'll have some free time to look around after lunch.
- Explaining safety:
Please keep your seltbelts fastened at all time.
Please keep to the sidewalk.
These rules are for your own comfort and safety.
Please stay with your group at all times.

3.2.3. Third stage: Praticing English listening and speaking skills
When trainee in office, foreigners is limit. When following the foreigners, I usually
struck up conversations with members in the tour. While talk with them, I meet many
difficulties, lack of vocabulary to guide for visitors but my listening skills was improve
more than. I sometimes didn’t understand what foreigners said because I couldn’t keep
pace with the speaking speed of them.

3.2.4. Tour programmes
* Cham island 1day tour
- 7:30 am: Pick up at hotel (Hoi An city) to Cua Dai harbour
- 8:00 am: Relaxing in fresh cool wind, you will enjoy the beautiful landscape on a Hoi An
Green speed boat to Cham island
- 8:30 am: Arriving at Lang beach, visiting the Marine Protected area, the Boat shelter, Hai
Tang pagoda, Traditional fishing village
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- 10:00 am: Swimming and snorkeling
- 11:30 am: Staying at Chong beach ecological zone, swimming, taking time to enjoy a sea
food lunch
- 13:30 pm: Packing luggage for return trip to Hoi An
- 14:00 pm: Seeing you off at your hotel and fishing your trip

*Cham island 2days 1night tour
Day 1:
- 7:30 am: Pick up at hotel (Hoi An city) to Cua Dai harbour
- 8:00 am: Relaxing in fresh cool wind, you will enjoy the beautiful landscape on a
Hoi An Green speed boat to Cham island

8
:3
0
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Supervisor: Th.S Tran Thi Ngoc Hoa

am: Arriving at Lang beach, visiting the Marine Protected area, the Boat shelter, Hai Tang
pagoda, Traditional fishing village

- 10:30 am: Swimming and snorkeling
- 11:30 am: Staying at Chong beach ecological zone, swimming
- 12:00 pm: seafood lunch
- 13:00 pm: Basking
- 15:00 pm: Beach games
- 18:00 pm: Dining at Chong beach
- 19:30 pm: Outdoor activities, music exchange
- 20:30 pm: Camping fire and Barbecu
- 22:00 pm: Over night in the tent on beach (or homestay if it’s rainy)

Day 2:
- 6:00 am: Walking up, swimming, morning exercise
- 7:30 am: Having breakfast
- 8:00 am: Visitting Huong fishing village
- 11:00 am: Coming back to Chong Beach for lunch
- 13:00 pm: Packing luggage for return trip to Hoi An
- 13:00 pm: Seeing you off at your hotel and fishing your trip

Student: Do Thi Dung

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Class: TATM 2 -12


INTERNSHIP REPORT

Supervisor: Th.S Tran Thi Ngoc Hoa

3.3. Result and Evaluation

3.3.1. My strengths
- Through the practice time at company. I learnt many interesting and valuable,I
also improved my English skills, especially speaking skills.
- I am more confident when talking to foreign guest than before without feeling shy
and scared.
- I knew more knowledge about the culture of many countries.
- I learnt many vocabularies in travel field.

3.3.2. My weaknesses
However, I realize that I had many weaknesses in understanding as well as in
speaking. In fact, I was confused when communicating with foreigners because of having
few opportunity to communicate with them in real life.
I don’t have many experiences and knowledge about travel job. This reality weaknesses of
me because I have never been trained about travel courses. I can’t do well all works of a
tour guide.
Furthermore, my vocabulary is very limit, so I usually meet with troubles. For
example, I can’t speak fluently.

3.3.3. Solutions to improve my weaknesses
In order to improve the above weaknesses I realized that I need to speak to myself
at home, try improve my vocabulary by reading foreign newspaper, learning new words
every day.
Apart from this, I think that I will try to practice listening and speaking with my
foreign friends, watching programs on TV, internet more than.
It seems be useful for me if I volunteer to introduce to guests the information about Hoi
An, this is an opportunity to practice speaking and listening native speakers.

Student: Do Thi Dung

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Supervisor: Th.S Tran Thi Ngoc Hoa

CHAPTER 3: CONCLUSION AND RECOMMENDATIONS
1. Conclusion
Internship is really a good chance for me. During the internship period at the
company, I had many good chances to rub with the reality. Communicating with
foreigners all over the world not only helped me diversify my own knowledge but also
helped me improve English skills. Besides, it helped me improve communication skills
and behavior skills. Importantly, after the internship time in office, I gathered many
experiences and get good preparation in order became the guide in the future.

2.Lessons learnt
I learnt some new experience after internship with role is tour guide:
I need to learn the way to arrange time and work, the scientific order in arranging time and
travel places have contributed to the tour success and prepare every unforeseeable
situation.
Another experience: practice is not the same with the plan. When putting something
into practice, you could cut down some stages or add some stages. It is up to the situation.
Thus, you should not put the theory into practice rigidly.
Finally, my biggest experience is tour guider’s role. They themselves play an
important role in the tour success. Their responsible spirit and friendly attitude with tourist.
Because of important role, I have to prepare more and more knowledge about tourism and
good communication for my future career.

3.Shortcomings
I am not suitable with the working environment better.
During the tour, I met trouble, ability problem solving is not good.
Lack of experience work

4. Recommendations
After the period of internship, I would like suggest some recommendations:

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4.1. For the office
During the internship period, I observed that many types of equipment in the office
are old, such as fax machine, telephones… this creates some difficulties in working. Thus,
the office should upgrade equipment in order to raise the working quality.
The management should create good conditions to all staffs learn English such as:
organize some basic English course.

4.2. For department of foreign languages and informatics
In order to help students combine reasonably the theory studying at school and the
experience in the practice, the school should:
Create more opportunities for students to communicate with foreigners and improve the

ability of studying English.
Organizing trip so that they are more confident as well as have more real
experience.
I think that should open professional training class about tourism for student before they
go to practice.

Student: Do Thi Dung

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