Báo cáo thực tập tốt nghiệp tiếng anh (14)

PART A:

INTRODUCTION

In the context of global economy, Vietnam is making the biggest effort to keep with rich
countries and to become a great nation in the world. Today, with the development of national
industrialization and modernization, tourism has become one of the key industries bring major
cultural and economic values to Vietnam. Vietnam tourism is increasingly developing and
plays a big role in Vietnamese economy. This has resulted in establishing and improving
many tourism companies in Vietnam.
Recently, Vietnam’s integration into WTO has opened a big door for development of
sectors in Vietnam, especially in tourism sector. The development of tourism not only helps
the country become more powerful but also helps to develop the country’s culture.
Now, I’m living in Vinh city, Nghe An province and I am a student of Foreign Language
Department. Being aware of the importance of tourism, I chose to practice in the reception in
Huu Nghi hotel to study for some of the following reasons.
Firstly, when practising at the hotel, I will have opportunity to observe, work and study in
the department of the hotel.

I can observe business activities in hotel and have the

opportunity to serve many kind of customers. This help me strengthen knowledge that learned
from theory.
Secondly, practice process helped me have the experience about professional skills,
improve language, communication behaviors ... and get experience for my work later

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PART B:
I.

DEVELOPMENT

Overview of Huu Nghi Hotel
1. Position and Level of Huu Nghi Hotel
Huu Nghi Hotel is a reliable address as "your home" when you visit Vinh City, Nghe An

province – home land of Ho Chi Minh president.
Huu Nghi Hotel is located in the center of the city, in financial - commercial complex; 500
m far from train station and bus station respectively, 4 km far from airport, 12 km far from
Kim Lien relic area where there are mother’s village, father’ village and Hoang Thi Loan
tomb – mother of Uncle Ho; especially to the east nearly 15 km far from Cua Lo famous
beautiful beach.
Huu Nghi hotel has 75 luxurious rooms satisfying standards of three stars hotel of which
there are 44 standard rooms, 29 superior rooms, 02 special rooms (suite).
Hotels has a good restaurant system with big, small and medium dining rooms; meeting
rooms with capacity of over 1,200 seats of which Sao Mai hall, Dong Nam A restaurant and
meeting room No1 have 600, 400 and 150 seats respectively. All are equipped with good
light, sound system, air- conditioners and moderm conveniences. Employee staff is
professional, experienced and rich in hospitality. Huu nghi Hotel is an ideal choice of honored
guests when you are arrive to Nghe An - homeland of Uncle Ho Chi Minh.
* Address: 74 Le Loi - Vinh City - Nghe An province – Viet Nam
* Telephone: 038- 3844.633- 3842.492- 3842.320
* Email:

Fax: 038-3842.813



* Website:

* Director: Ho Dang Tuan

Telephone: 0913.056.347

2. Establishment and Development History.
Huu Nghi hotel is one of six unit members of Huu nghi Tourism Joint Stock Company of
Nghe An. It was founded in 1972, many years of experience in the catering industry,
commerce and services.
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Huu Nghi hotel started to build in1998 based on No 255/1988/ QD-TTg, on 30/12/1988.
After 23 years, Huu nghi hotel becomes an attractive place for many tourists inside and
outside.
In 2007, Huu Nghi Hotel was improved to become 3-star hotel standard with cost 10
billion
Huu Nghi hotel has become more and more developing and got a high results. The
number of tourists every year increases strongly from 17.000 tourists in 2002 to 36.000 in
2010. The total of benefit is more than 10 billions.
Morever, Huu Nghi hotel has greeted many representative groups of Party and State as
well as many international groups.
To meet the tourists’demands, Huu Nghi hotel always improves service quality, as well as
improves management level. Especially, Huu Nghi hotel has opened many new tours to many
famous places.
3. Organization Framework

Director

Personal

Marketing

Business

Restaurant

Managing

Department

Department

Department

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Reception


4. Ranges of Activities
The Huu nghi hotel specializes in activities as following:
Hotel, restaurant, trade and service.
- Trade in food, technology, tobaco, wine, beer, sugar, milk, candy etc...
- Direct exporting tea, foodstuff, peanut, etc...
- Importing breeding animals, equipment, means of transport, machines...
Provides laundry & cleaning service; produce & supply of toothpaste, soap, tooth brusher
for hotels and restaurants; Other services: printing, cleaning office space, motorcycle renting
etc...
5. Room Types and Rates:
Huu Nghi hotel has 152 bedrooms equipped with a remote controlled air-conditioner, a

refrigerator local and satellite-cable TV facilities, will make the guest feel very comfortable
during their stay here.
There are 2 room types: single and double with different rates.
Room rates:
Room Rates (in US$)

II.

Room Type

Single

Double

Breakfast

Superior

25

28

Included

Deluxe

29

33

Included

INTRODUCE ABOUT RECEPTION IN HUU NGHI HOTEL
1. The Importance of Reception in Tourism Activities.
As we know, reception plays a special important role in tourism services as well as

attracting tourists. The more tourism develop, the more important reception is. The

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receptionists are the visible representatives of the hotel. They therefore have a lot of
responsibility on their hands. Anything that goes wrong in the hotel is considered the
receptionists' fault, and this is often true. Good planning and preparation on behalf of this
department leads to less complaints and more satisfied returning guests.
Reception is where the hotel is coordinated. They are the ones that know how many guests
are in the hotel, how many are coming and how many are leaving at all times. Arrangements
must be made to accommodate everyone appropriately or complaints from guests will be
justified. If a guest needs anything, they go to reception first. For this reason, the reception
staff must be informed of everything that happens in a hotel.
The receptionists are the image of the hotel in the eyes of the guests, especially. A good
receptionist will make you feel comfortable in your "home away from home". There are many
times when we don't even see the guests during their stay -save for giving them their room
key on petition, but others go to reception quite often, because they need advice on touring the
area, have a problem, or just need someone to chat to.
There are very few times when receptionists in bigger hotels have nothing to do. it's a
misconception that they are only there to hand out keys and listen to complaints. Reservations
are handled, overbooking must be controlled and accounting must be done. You need to know
which rooms are ready for your guests, which rooms need to be repaired, repainted, and so on.
Receptionists are in constant contact with the maid service and maintenance mainly to ensure

everything is just right before guests arrive.
Besides, receptionists are both shopkeepers and psychologists…Thanks to them, the
tourists will feel comfortable and peaceful as if they are in their hometown.
In short, they are regarded as image of the hotel. Huu Nghi hotel’s prestige to the tourists
is mainly based on them. Because of such important roles, reception is always the first
concern of the managers in the hotel
2. Reception Department of Huu Nghi Hotel
Huu Nghi hotel reception department consists of some main parts as following:
- Reservation
- Reception

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- Cashier
- Switchboard Operator
- Guest Relation
3. Duties of Reception in Huu Nghi hotel
A receptionist is a person in an office administration and support position. Their work is
usually perfomed at the front desk of an hotel. In most cases, they are the first people who
contact with the customers. Their primary responsibility is to greet incoming visitors and
callers.
One of the main duties of a receptionist is to receive visitors coming to the company.
Every person that comes to the organization, first goes to the reception area. So, the major
duty of the receptionist is to greet the person and answer all the queries he has. While
answering the queries, the receptionist should be polite and have a smile on her face. This is a
part of receptionist duties and responsibilities. She should also follow

job etiquette

such as not

indulging in long or personal conversations with visitors, being present at the desk at all
times, during working hours, etc. She should also have complete knowledge about the
company and its employees.
Next on the list of the duties of receptionist is answering telephone calls. While answering
any call, the receptionist has to be professional and follow t etelephone

etiquette.

She should

maintain a polite tone of voice, and keep the length of the call as short as possible. She has to
monitor the call, and direct the caller to the concerned employee. For this, she should be wellversed with the extensions of the employees. If the concerned employee is not present, the
receptionist should note down the name, and the message of the person on the phone, and
deliver the message as soon as possible to the concerned person. An organization gets
thousands of calls every day, so it is necessary for the receptionist to be very efficient in her
work.
The receptionist duties and responsibilities also include paperwork. Most of the
organizations maintain visitor's register. The receptionist has to make sure that every visitor
fills the register. She also has to keep track of all the people who visit the organization. She
also has to deal with data entry and workplace communication.

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There are some more duties of a receptionist such as setting appointments, faxing,
maintaining decorum in the lobby, keeping a check on the visitors and inform the authorities
if there is something suspicious, etc. Another important duty of a receptionist, in service
organizations like hotels, spas etc, is to collect fees. The receptionist should be careful while

collecting cash and maintain a record of how much money she has collected throughout the
day.

III. PRACTICE PROCESS
1. My Activities during the Period
During my practice process, from 21/2/2011 to 17/4/2011, I have chance to do practical
tasks of a receptionist. Receptionist’s task is divided in to many different works. I was
assigned to do some concrete works as following.
- 21/2: Meeting the hotel staff
- 21/2- 23/2: Receiving job
- 23/2 – 17/4: Practicing
- 23/2 - 3/3: Practicing at Reservation part.
+ receive the information of guests when they ask for reservation: name, address, phone
number...
+ determine the empty rooms of hotel
+ agree and convince customers to book room
+ provide information about rooms to guests
- 4/3 - 14/3: Practicing at Reception part
+ prepare registration dossiers for guests before arrival
+ welcome guest
+ determine the period of stay of guests
+ provide all information requested by guests

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+ handle emergencies
+ preserve the key and assets of the guests
+ provide the information to guest when they ask
- 15/3 – 25/3: Practicing at Cashier part

+ updated revenue and expenditure of guest
+ collect money when guests pay
+ exchange money for guests
+ preserve cash collected
+ report sales
- 26/3 – 6/4: Practicing at Switchboard Operator part
+ answer telephone calls and transfer to guest
+ receive and transfer messages to guest
+ provide information of services inside and outside the hotel for guests
+ help guests make the phone call
+ record telephone calls and international long-distance calls
- 7/4 – 16/4: Practicing at Guest Relation part
+ welcome guests
+ examine rooms for guests
+ organize trips for guests when being requested
+ help guests send mail, packages, fax or purchase newspapers, magazines...
+ book train or plane tickets for guest
+ book a table for guests in restaurants
+ receive and resolve guest's complaints

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+ provide all information requested by guests
+ take care of guests
+ reference guests about hotel services.
- 17/4: Summing up the practice
My job starting time was 7.am and closing time was 4:30 pm .
2. Experiences
After practicing nealy 2 months, I have learned some valuable experiences as following:

Firstly, I have practiced theories that I learned at the lecture as well as have known much
more about reception job and its important role in the operation of the hotel. During the
practice period, I observed directly many situations and additional situations in work. At the
same time, I also witnessed directly how to solve them. This helps me to equip more
knowledge so that I can deal with problems better in the future. Besides, when doing practical
works, I fell that I’m more confident when standing in front of a crowd and work smoothly
without embarrassment.
Secondly, when practicing at Huu nghi Hotel, I had many opportunities to meet and
communicate with foreigners. Everyday, there are about 6 foreign guests coming and staying
here. The hotel manager arranged me to contact with them and gave me chances to practice
English specialist skills which I had learned at university such as: guiding guests to check in
or check out, carrying out transactions with guests in English... It was really a good method
for me to practice speaking and listening skill.
Thirdly, I think this job help me a lot in making my conversation skill better. Then I didn’t
have the any working experience before, so it helps me very much to encourage me for future
jobs. One thing that I really learned very much was standing on the reception, it was difficult
for new comers, and there I just experienced how to check- in and check-out our customers.
3. Difficulties
During the process of practice in Huu nghi hotel, besides advantages I also encountered
some problems when working there.

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Firstly, because of lacking reception skills, I have some difficulties in servicing the
tourists. I lack of some necessary skills:
• The ability to vary the approach depending on the guest
• Patience and tact
• The ability to stay calm under pressure and multi-task
• Problem solving skills

• The ability to use computerised technology
• A methodical approach to the work.
• Accuracy and attention to detail
Secondly, because of lacking many terms in tourism field, it’s very difficult for me to
convey all the meanings for the foreign visitors to understand. So, sometimes, they
misunderstood.
4. Suggestions.
Through difficulties that I encountered when practicing in Huu Nghi hotel, I have some
suggestions for the Department as following
I think that the Department of Foreign Languages should give students more tourism
terms so that students are more confident when they express their thinking to the foreign
visitors. Besides, the Department also should prepare completely some skills for students such
as: reception skills, tour guide skills…Because these skills are very important for students in
Foreign Language Department who are specializing in tourism sector.

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PART C:

CONCLUSION

Practising in Huu Nghi hotel was a great opportunity for me. The experience I have got is
huge and useful. Skills I get learned will give me the chance of future personal and
professional growth. Advantages and disadvantages of this experience made me stronger in
work and more flexible
After 2 months practising at Huu nghi Hotel, I am really much more mature. 2 months was
not a long time but for us, it was an useful period. I had chances not only to practice
professional skills but also to improve knowledge there. Thanks to this practice, the distance
between theory and practice was shortened, the dry knowledge was lively realized in fact. It is

really an interesting and effective way to acquire knowledge. I luckily was practiced in an
advantageous environment. The Huu Nghi hotel staff guided and helped me complete my
tasks with all their heart. Let me thank all of them. Especially, we would like to express my
gratitude to all Lecturers of Department of Foreign language- Vinh University. They teach us
with all their heart and give us opportunity to practice at Huu nghi Hotel.
Because of the limited knowledge, our report may exist a lot of mistakes. So I hope to
receive the comments from the Lecturers so that it can be more perfect.

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