Báo cáo thực tập tiếng anh du lịch

BỘ KẾ HOẠCH VÀ ĐẦU TƯ
TRƯỜNG CAO ĐẲNG KINH TẾ - KẾ HOẠCH ĐÀ NẴNG
KHOA TIN HỌC - NGOẠI NGỮ


BÁO CÁO THỰC TẬP TỐT NGHIỆP
CHUYÊN NGÀNH: TIẾNG ANH DU LỊCH

Giáo viên hướng dẫn
Sinh viên
Lớp
MSSV

: Võ Thị Minh Lan
: Trần Ngọc Hân
: TADL1-16
:161183403106

MINISTRY OFĐà
PLANNING
Nẵng, nămAND
2020 INVESTMENT
DANANG COLLEGE OF ECONOMICS AND PLANNING
DEPARTMENT OF INFORMATICS AND FOREIGN LANGUAGES


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FINAL INTERNSHIP REPORT
MAJOR: TOURISM ENGLISH

Supervisor

: Vo Thi Minh Lan

Student

: Tran Ngoc Han

Class

: TADL1-16

Student ID

:161183403106

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TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION OF BA NA HILLS MOUNTIAN
RESORT.
1.1. General Information
1.2. The Formation and Development
1.3. Organizational Structure
1.3.1. Organizational Structure of Ba Na Hills Mountain
Resort
1.3.2. Organizational Structure of Arapang Restaurant
CHAPER 2: MY JOB DESCRIPTION

2.1. General introduction to my job
2.2. Stages of working at hoi an Restaurant
2.2.1. From 01/04/2019 to 8/04/2019
2.2.2. From 9/04/2019 to 14/06/2019
CHATER 3: LESSON LEARNT
3.1. Conclusions
3.2. Lesson learnt

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CHAPTER I: INTRODUCTION OF SUNWORLD BA NA HILLS
1.1 General Information Sunworld Ba Na Hills
 Sunworld Ba Na Hills, Phone number: 0905766777, Gmail:


 Location: Ba Na Hill tourist area is located in Hoa Vang
district, Da Nang city, about 30km west of the city center.
Located at an altitude of 1,487m above sea level, cool yearround climate, average summer temperature of about 18ºC,
Ba Na Hill is an ecotourism area - an ideal resort in the
Central.

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 Under the Sun World entertainment brand system, Sun
World Ba Na Hills is the most classically integrated resort
and entertainment resort in Vietnam.
 Vietnam's leading tourist area: 4 consecutive years from
2015-2018, Sun World Ba Na Hills was honored to win the

title of Vietnam's leading tourist zone, awarded by Vietnam
National Administration of Tourism. Cable car system
reached many world records:Meeting the needs of millions
of visitors to Ba Na, Sun World Ba Na Hills has 5 cable cars,
many of which have world records and international awards
with a total capacity of nearly 7,000 visitors per hour. ,
made by Doppermayer
1.2. The Formation and Development
 Ba Na was discovered by Captain Infantry Marin Debay in
April 1901. In the early 20th century, in order to serve the
resting needs of the French people in the Central region,
many guesthouses, villas and hotels have sprung up along
the mountains, on the top of Ba Na and the peak of Nui
Chua. In early 1998, Da Nang People's Committee decided
to rebuild Ba Na Resort and entrusted Danatours with
management and exploitation.
 In order to serve the needs of tourist discovery, relaxation
and spirituality of numerous tourists, Ba Na Cable Car
Service Joint Stock Company has invested in building Ba
Na - Suoi Mo cable car and officially operated the route.
This cable car on March 25, 2009 after 12 months of
construction and 2 months of preparation. Ba Na - Suoi Mo
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cable car route is 5042.62m long, including 22 pillars, 94
cabins, serving capacity of 1500 guests / hour.
 After that, many new constructions were built, increasing
the experience of sightseeing fun for visitors to Ba Na, as
the 21,000m2 Fantasy Park indoor entertainment area;

cable car route of four world records L’Indochine - Toc Tien
Waterfall; Train climbing; French village ... meets the needs
of visiting and staying of domestic and foreign tourists.
 In 2017, two more cable cars of Hoi An - Marseille and
Bordeaux - Louvre continue to be put into operation.
 In June 2018, in Ba Na there was an additional Golden
Bridge project. Works by TA Landscape & Architecture
designed and Sun Group invested in construction.

1.3. Organizational Structure
1.3.1. Organizational Structure of sunworld ba na
hills
 Ba Na Hills is led by Director Mr. Nguyen Lam An includes 5
parts: Department of the Interior, Finance department,
Operating parts, Technology department and F&B.
Organizational chart of Ba Na Hills:
Director
Mr. Nguyen Lam An

Deputy Director of
Internal Affairs

Deputy Chief
Financial Officer

Deputy Director of
Operations

Deputy Technical
Director

Mr. Do Viet Phong

Ms. Nguyen Thi
Khanh Linh

Mr. Hoang Van
ThieuPage 3

Mr. Pham Van
Hoang

Vice President
Mr. Mai Xuan
Thuan


Vice Director Food
Mr. Le Thanh Tong
1.3.2. Organizational Structure of Hoi an retaurants.
Hoi An restaurant is one of the restaurants of Sunworld Ba
Na Hills resort. With a capacity of ore than 150 guests. Hoi An
restaurants is located at bottom of the mountain of Sunworld
Ba Na Hills resort and there are 5 points of sale in Hoi An
restaurant. Hoi An restaurants includes 4 dishes: vermicelli,
noodles, porridge and pho and drinks such as juice, vitamins,
tea, coffee, milk, soft drinks and beer, The points of sale of the
restaurant will sell drinks, ice cream, doughtnut cakes,
sausages and popcorn.
The Arapang restaurant has 15 staff including 11

employees and 4 trainess. Existing jobs in the Arapang
restaurant: Manager, Supervisor, Bartender, Hostess, Waiter.

Menu of Hoi An restaurant

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Working time: 8.00 am- 5.00 pm every day, one week is off one
day

Culinary Director
Mr. Bonasia Giuseppe

Vice Director Food
Mr. Le Thanh Tong

Deputy Director
Mr. Phan Dinh Hung

Manager
Mr. Nguyen Thanh Liem
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Hostess

Bartender

Waiter

Waitress

CHAPTER 2: MY JOB DESCRIPTIONS
2.1. General Introduction To My Job
Waitress :
 Job receive work assignment from floor supervisor.
Complete the work of the previous day had not finished,
pack up the dishcloth. Then wash the towel clean the
table, set up table and chairs and tools. Set up trolleys
to take to the area in the restaurant, turn on the
electrical equipment. Complete the word before picking
of guests.
 When customers order at the counter, they will set up
tables and calendars to customers' tables.
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 When guests finish eating, they will clean the table and
clean the tables , chairs
Sales at the points:
 Job receive work assignment from floor supervisor,
check the types of goods, import goods and Then wash
the towel clean the table, set up table and chairs.
 At the end of the day, we will close the goods and make
the books.

2.2. Stages Of Working At Hoi An Restaurant.
2.2.1.
From

1/4/2019
to
8/4/2019:
Getting
acquaintance to work and studying the information
about the company
Getting acquaintance to work and studyig the inormation
about the company, understand the restaurant. Moreover, the
way of training for the management and supervision of the
restaurant helps me better understand each job and complete
the assigned work better.
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2.2.2. From to 9/04/2019 to 14/06/2019
* Waiter:
8.00- 9.00 am: focusing on restaurants, cleaning restaurants,
cleaning tables and chairs, setting up utensils such as cups,
chopsticks,

spoons, .... Turn

on

the

necessary electrical

equipment .
9.00-15.00am:

 When there is no customer, it will support the selling
points of the restaurant such as selling and importing
cakes.
 When guests come to eat, order guests, set up tables,
calves for guests and when guests finish eating, clean the
table and clean the table.
 When all guests are gone,

clean all types of trolleys,

cleaning the work area. After cleaning the restaurant, wipe
the dishes, Then wipe the towel and dry it.
15.00-16.30pm: cleaning restaurants, cleaning tables and
chairs.
* Sales at the points:
 Gather at the restaurant to supervise the assignment,
then sell clean up
 Check the goods, if the goods are less will inform to
enter more goods
 Then will sell things like donuts, water, ice cream,
sausages.
 4 pm will check the goods and record in the book
 4:30 will come back to the restaurant to post

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CHAPTER 3: LESSONS LEARN
3.1. Conclusions:
 Waiter:

1. Cleaning, cleaning tables and chairs of restaurant.
2. Clean dishes and clean tools and clean utensils to eat
after customers have finished
 Sales at the points:
Goods inspection, sales and bookkeeping
Lessons learned:
About career awareness and attitude:
"Learning with practice" while practicing the profession
and learning in the past process has helped me to
formulate clear concepts and awareness of my career in
the future. Working with different capacities requires a
general look or a different vision. Being able to plan and
coordinate work reasonably, flexibly and creatively at
work. Job attitude is clear, sure. Flexible and skillful in
communication relationships
About the professional environment:
Through this internship, I really worked in a professional
working environment. When participating in this
environment, the work is still very confusing and difficult.
Climate harsh weather. Living conditions are lacking,
pressure on work and high responsibility. However, I
myself have made many efforts to strive to study and
complete the assigned tasks.
Thanks to this environment, I learned a lot. I have
trained myself to be diligent, hard-working, and
painstakingly responsible for my work. Especially, I work
hard to adapt to the changing environment as well as my
work. The working environment creates many different
relationships, it also helps me to have a holistic view of
relationships, how to behave in both work and life.

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About knowledge:
Step out into a real working environment, with a carry-on
luggage inventory prepared for 3 years on the lecture hall. I
myself am aware that what I have learned in the school chair
without being trained in a real career environment is difficult
to be a successful person.
Thanks to the internship, I have supplemented and
explained many of the knowledge and problems that have
been learned. At the same time know how to use flexible and
creative knowledge of your work.
Communication skills:
This is a skill throughout the internship. Through two
months of internship, my ability to communicate has
improved, I have harmonized relationships. From the
relationship between myself and customers, with colleagues,
with superior levels, it is flexible in all communication
situations, while maintaining our own views and stances. The
result is loved by everyone in the company and visitors.
There are times when doing hostess I feel my PR ability
increases, communicating with customers becomes clever
and persuasive.
Results:
Through two months of internship at Ba
Service Joint Stock Company, with the help
tourist leader and the direct instruction of the
at the ministry Morin restaurant, students
gained experiences and learned a lot

experiences.

Na Cable Car
of Ba Na Hills
staff members
like me have
of precious

 In fact, I learned that in service business, customers are
the top priority, customer satisfaction is the lifeblood of
the company. Behavior towards customers is very
important in maintaining the relationship and promoting
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













the image of the business. A worm can grieve a pot of

soup, just a poor attitude of service or a customer who is a
little dissatisfied, a small incident ... can affect a
company's reputation.
When participating directly in serving customers, learn
how to offer or introduce a service activity to customers,
depending on each type of customer that has different
ways of introducing, to attract them to participate. . Know
how to convince, say how to trust others, speak boldly in
front of the crowd, ignoring your timidity. ¬ Solidarity, help
each other in work, create a working environment that
becomes friendly, fun will reduce the pressure and quality
of working better. An independent employee can hardly
complete the steps alone in the process of serving guests.
Being a drawn-out dark waiter who gives customers
satisfaction is the success and joy of a travel agent.
Recognize the reality of tourism as the foundation for a
journey to life later, take a step closer to your career later,
look at the problem more professionally to have good
ideas than.
No tourists are the same, each customer, having served,
such as "making hundreds of them" must be flexible when
serving for different subjects but cannot work in a
mechanical way Rigid hook.
With the motto "customer is god". Behavior towards
customers is very important in maintaining the relationship
and promoting the image of the business.
Skills to solve situations and complaints of customers. In
an enterprise environment, there are countless situations:
food does not match appetite, food is slightly cold, or
customers wait for food to take too long ... the current

work has helped me to have Considering the problem in a
sharp way to provide the best way to solve situations in
order for customers to reduce somewhat discomfort.
Set yourself as a customer to understand their desire to
get the best service quality.
Advice and always listen to customer feedback. To
contribute to increasing service quality.

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Smile is a very important factor in the tourism industry. I
learned how to chat with my guests through eyes and
smiles to make them see my friendliness and hospitality.
 A spirit of solidarity and support for each other is an
essential element to create a friendly and happy working
environment that will reduce the pressure and improve the
quality of work.
 Improve foreign language skills to better serve
international guests.
 Always in a position to be ready to serve, meeting all
requirements of guests


REFERENCES
1. />2. />3. />4.

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APPENDIX

MENU AT HOI AN RESTAURANT

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MENU AT HOI AN RESTAURANT

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MENU AT SALES AT THE POINTS

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TRƯỜNG CAO ĐẲNG KINH TẾ - KẾ HOẠCH ĐÀ NẴNG

KHOA ..................................................................
Địa chỉ : 143 Nguyễn Lương Bằng, Quận Liên Chiểu, Tp Đà Nẵng
Phone : (0511) - ........... / Fax (0511) Email: ……………………..

BẢNG ĐÁNH GIÁ KẾT QUẢ THỰC TẬP TỐT NGHIỆP
Họ và tên sinh viên :
Lớp :
Cơ quan thực tập : ............................................................................................................
Địa chỉ : ...............................................................................................................................
Thời gian thực tập : ............................................................................................................
Người trực tiếp hướng dẫn (tại cơ quan thực tập) : .............................................................

I. ĐÁNH GIÁ VỀ CÁC PHẨM CHẤT CỦA SINH VIÊN THỰC TẬP
A - Khả năng trí tuệ
Thơng minh, trí tuệ, khả năng sáng tạo
Khả năng thực hành
Hoài bão, khát vọng
B - Tính chất con người
Khả năng truyền đạt và tiếp nhận thông
tin (Kỹ năng thông tin)
Quan hệ trong tập thể
Khả năng tổ chức, lãnh đạo
Tính thân thiện, năng động

Xuất sắc

Khá

Trung bình

Yếu

Xuất sắc

Khá

Trung bình

Yếu

Khá

Trung bình

Yếu

II. ĐÁNH GIÁ VỀ KẾT QUẢ THỰC TẬP
A - Các công việc của sinh viên
thực hiện trong đợt thực tập
Tự tiếp xúc xin chổ thực tập
Khả năng làm việc nhóm
Giờ giấc làm việc
Kiến thức tổng quát
Phương pháp làm việc

Xuất sắc

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Khối lượng công việc
Khả năng tổng kết công việc
B - Bảng báo cáo thực tập
Sự chuẩn bị báo cáo
Cấu trúc bản báo cáo
Cách diễn đạt
Khả năng phát triển

Xuất sắc

Khá

Trung bình

III. CÁC ĐÁNH GIÁ KHÁC:
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NGƯỜI HƯỚNG DẪN
(tại cơ quan thực tập)
Ký tên, đóng dấu
1

1 Ghi chú: Bảng đánh giá này, yêu cầu người hướng dẫn gửi về khoa nơi sinh viên học tập theo địa chỉ
trên.
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Yếu

TEACHER’S EVALUATION
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Instructors
Võ Thị Minh Lan

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