ENGLISH GRADUATION INTERNSHIP REPORT - THE RECEPTIONIST POSITION AT SUNSEA HOTEL Báo Cáo Thực Tập Tốt Nghiệp Bản Tiếng Anh Vị Trí Lễ Tân Tại Khách Sạn Sunsea

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………………………………………...5
PART 2: DESCRIPTION OF STUDENT’S INTERNSHIP:…………..6
2.1……………………………………………………………………....6
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

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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

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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.

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This building has 8 floors and 34 rooms designed in modern style are
suitable for travel, go on business, etc. There are 5 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:

1.2 Sunsea hotel Organization Chart

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DIRECTOR
MANAGER

RECEPTION

RESTAURANT

STAFF

STAFF

HOUSEKEEPING

STAFF

SECURITY

STAFF

PART 2
DESCRIPTION OF STUDENT’S INTERNSHIP
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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 8 a.m to 1 p.m.

Dates

Tasks at the department
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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 1 p.m to 5 p.m.

Dates

Tasks at the department

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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 do. 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 8 a.m to 1 p.m.

Dates
Thursday
February 18

Tasks at the department
Working as receptionist:
+Welcoming customers.
+Taking the customers to look over the rooms.

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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 1 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.
•

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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 do 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 8 a.m to 1 p.m
Dates
Tuesday
March 1
Thursday

Tasks at the department
•
•

Learning more about welcoming guest when they come to
the hotel.
Answering phone calls.

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March 3

•
•

Saturday
March 5

•
•
•

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 do 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 1 p.m to 5 p.m

Dates
Monday
March 7
Wednesday
March 9
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.

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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.

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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.

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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 do 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 do 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

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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.

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SUPERVISOR’S COMMENTS:

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