A.INTRODUCTION I Reasons for choosing the internship site: In the context of global economy, Vietnam is making the biggest effort to keep up 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 bringing major cultural and economic values to Vietnam Vietnam tourism is increasingly developing and plays a big role in Vietnamese economy “Vietnam – Timeless charm” is the slogan of Vietnam tourism, which is easily seen in every traveling destination of Vietnam The booming of tourism for both foreigners and local people promotes the remarkable growth of not only worldwide tourism, but also Vietnam traveling The natural resources in Vietnam determine the potential of tourism and make the industry become a key role of Vietnamese economic development In tourism industry, one of the most important factors is hospitality Hotel business activities provide huge benefits to Vietnam tourism and increase the value of tourist products The appearance of hotel is inevitably important due to tourism development It leads to the fierce competition among hotels to attract customers Therefore, the success of a hotel depends considerably on the effectiveness of marketing program implemented for the hotel services Hoi An is a small town in Central Vietnam, on the coast of South China Sea Located at the estuary of the Thu Bon river, Hoi An was a busy international commercial port in the 16th and 17th centuries People from Japan, Holland, India and various Chinese provinces settled down here during the same period Today Hoi An stands as an example of ancient architecture, and was declared a World Heritage by UNESCO for being one of the best preserved ancient Southeast Asian trading ports Hoi An is one of Vietnam’s most popular tourist attractions It lures the tourists in Vietnam, with the charming ancient temples, shrines, Chinese style tile-roofed wooden houses and a unique blend of Japanese and Chinese architecture Its buildings and its street plan reflect the indigenous and foreign influences that have combined to produce this unique heritage site Hoi An was also known by a variety of monikers, FaiFo and HaiFo (in the 16th century) being the most common ones The town has long been a cultural crossroad, and it emerged when Japanese and Chinese traders built a commercial district here Because of famous destination, nowadays the number of hotels and resorts are strongly raising in Hoi An ancient town Sincerity hotel is one of the famous hotels in Hoi An I was chosen become a trainee in this hotel As a English major student of Quang Nam university I propose that my work as an intern with Sincerity Hotel is appropriate within the major and therefore should be eligible for academic credits towards a degree I decide to choose this company as my internship site for the following reasons Firstly, being ancient and peaceful, Hoi An is one of the most popular destinations in Viet Nam that caters to travelers of on tastes and across the continents The little town is just the perfect candidate of what Vietnam tourism ministry is aiming to show to the world When you visit Hoi An you will feel very comfortable like at home especially if you stay at the Hoi An Sincerity Hotel, which has excellent quality and thoughtful service Hoi An Sincerity Hotel is located at 01 Le Đinh Tham Street in Hoi An Ancient Town The completely newly built stars luxurious Hotel& Spa is located km from the Old Town and not far from the Japanese Bridge with modern and stylish rooms With its convenient location, the hotel offers easy access to popular tourist destinations in the city, so it attracts many domestic and international tourists to enjoy their vocation Secondly, this is one of the leading hotels in Hoi An Therefore, it will help me utilize my skills, knowledge in an effective and efficient manner Besides, this is an opportunity for me to communicate with foreigners and improve my English skills Moreover, I can get the experiences from professional staffs and work in an international environment Finally, my last goal is to become a professional staff I know that this is still a long way for me as a student But I want to start with the right steps That’s the reasons why I choose to be an internee at Hoi An Sincerity Hotel & Spa I believe that with the skills learned at the hotel will help me get closer to my dream B CONTENTS I Introduction to the company 1.1 Background information of the company 1.1.1 General information Hoi An Sincerity Hotel & Spa – The completely newly built four starts luxurious Hotel and Spa under the ownership of the Thu Hien company Full name: Hoi An Sincerity Hotel & Spa Address: No Le Đinh Tham- Hoi An city – Quang Nam province Telephone :( 84) 235 366188 Fax: (84) 235 366189 Email: Booking@sincerityrestaurant.com Gmail: hoiansincerityrestaurant@gmail.com a Design and Architecture Hoi An Sincerity Hotel & Spa – The completely newly four star luxurious Hotel & Spa is located 2km from the old town and not far from the Japanese Covered Bridge (the symbol of Hoi an Ancient Town) with modern and stylish rooms The hotel features contemporary design uses, using fresh and beautiful decorated combined with tasteful facilities and a spa offering Vietnamese traditional and innovative therapies and body treatment Just a short drive from Da Nang International Airport and the Train Station, the accommodation has everything we need for the perfect vacation With 70 stylish rooms and suite are tastefully designed and decorated with a perfect blend between the Vietnamese lifestyle architecture and heritage influenced theme in order to ensure the most comfortable and enjoy stay b Accommodations: Hoi An Sincerity Hotel & Spa has variety type of rooms with modern facilities to meet the different needs of customers Superior room: Enjoy private balcony with open air Deluxe room: Escape to one of deluxe room as you relax on your private balcony, overlooking the city Junior room: With breathtaking local luscious gardens from private balcony, junior room are expansive and luxurious, perfect for anyone looking for a relaxing stay Family room Nothing beats the pool views or Vietnam’s map garden offered by the private balcony of family Rooms are for families searching for the perfect vacation stay Connecting room: Offered by the private balcony of room, connecting room is perfect for families searching for the perfect vacation stay Sincerity Suite Luxurious, Sincerity Suite offer a one-of a kind experience Rooms are perfect for couples looking for a romantic of Vietnam’s map garden and a view of either the pool C Sincerity Restaurant A stylish restaurant featuring Vietnamese and Western cuisine complemented by a sunken bar & outdoor pool and terrace The restaurant offers all-day dining Your favorites will be served and cooked with fresh ingredients and herbs An extensive full spread breakfast buffet starts from 6:30 am until 10:00 am It offers indoor and outdoor seating with breath-taking views of the peaceful tropical garden and pool view D Mini Bar A delightful Point on the ground floor offers an effortless setting for relaxing and taking in the open view beside pool, whether during the day or from sunset to dusk For guests’ refreshment, we offer a wide variety of exotic cocktails and coolers A selection of mouth-watering snacks is also available for guest’s pleasure as sitting in the pool or basking in the sun 1.1.2 Organization General Manager Executive Secretary Front Office Executive Manager House Keeper Asst FOM Director of F & B Service Exe Sales Manager Chef Financial Accounting Human Resource Manager Chief Engineering Recreation Manager Spa Manager 1.1.3 Function: Asst Exe HSK Sale Asst F&B Financial accounting The mainManager function Manager of Hoi An Sincerity hotel is to welcome guests, offer quality Manager accommodation and great service In addition, the hotel also has tour operators, car ticket booking, spa and gym…when visiting Hoi An, guests will feel right at home at Hoi An Sincerity hotel The functions and tasks of each department in Hoi An Sincerity Hotel: Board of Directors: General Director: manage and operate the hotel business, design and implement hotel policies and strategies, coordinate the work of other departments Security Manager Accounting department: is a division of financial strategies, control of operating costs of the hotel, cost accounting, accounting of revenue issues, checking the bills and purchases of guest Human Resource department: The department provides suitable personnel for other departments, in collaboration with the board of directors, management personnel to recruit competent and qualified to the hotel Sales-marketing department: is a departmental quality checks and deals room prices with guests In addition, the development of advertising forms to attract the attention of guests Front office (F.O): This is an important part of the hotel, such as the face of the hotel, in communicating with its customers, suppliers and partners As a bridge between the hotel and customers, partners, and the ropes that connect the rest of the hotel Housekeeping department: The main service delivery unit is considered to be the highest turnover in total hotel revenue It is the part that has a relationship with the reception department in selling and providing room service The Food and Beverage Department (F & B): Include sections as kitchen and restaurant This is also a high revenue department in the hotel providing catering services to customers Recreation Department: Guests are welcome to enjoy services such as spa, swimming, exercise, childcare and other outdoor activities Engineering & Maintenance Department: Maintain equipment in the hotel to ensure the best machinery and equipment 1.1.4 Where I work a Sincerity restaurant Located on the ground floor of the beautiful and luxurious Hoi An Sincerity hotel, the restaurant offers guests a huge variety of the tasty authentic Vietnamese dishes, including Hoi an specialties and also a classic western menu for both lunch and dinner b Front desk reception (Sincerity Hotel) Located on the first floor of the Hoi An Sincerity hotel, Front desk reception is responsible for making sure that guests have pleasant experience at a hotel This typically involves checking in and out guests and making reservation and answering any questions the guests may have 1.2 The role of English in the hotel: In the trend of the globalization today, the importance of English cannot be denied because it is widely used everywhere in the word Along with the development of technology, medicine, engineering, especially tourism There are many places where English plays the most important role English has an important role in Hoi An Sincerity hotel There are various kinds of guests from the different countries visiting this hotel To solve and meet the needs of customers effectively, we must have a common language to communicate Therefore, English is the first choice because it is an international language English is the bridge to make things easy and perfect II Students’ detailed job description 2.1 General requirements Sincerity Restaurant is the place where I worked during my internship This restaurant is open from am to 10 p.m The time for breakfast, lunch, dinner and brunch: Breakfast served daily 6:30 a.m to 10:00 a.m Lunch served Monday through Sunday 11:30 a.m to 2:30 p.m Dinner served daily 5:30 p.m to 10:00 p.m Brunch (a la carte) served Saturday & Sunday 11:30 a.m to 2:30 p.m The restaurant has two departments: restaurant department and kitchen department Each department includes supervision, service staff, and chef Every morning, kitchen department has to prepare a lot of food to morning buffet Meanwhile, bartender prepares watermelon juice and coffee In the restaurant department, the staffs will clean tables and chairs, set up utensils, fold napkins and tissue papers to serve the guests in the restaurant Supervisor will observe, support the staffs and resolve problems with customers to avoid complaints I also worked at front desk reception of the sincerity hotel in during my internship This department includes F.O.M, Supervision, shift leader and staffs Front office reception refers to the front desk or reception area or the core operations department of the hotel This would include the reception and front desk, as well as reservations, sales and marketing, housekeeping and concierge This is the place where guests come when they arrive at the hotel Employees working in the front office will confirm guest reservations and also attend to guest complaints and queries Every day receptionists not only provide information but also initialize the registration procedure for guests They ask for preliminary information and identification along with assisting guests fill out forms They take reservations for rooms, deal with inquiries, complete restaurant bill and check in and check-out guests Additionally, hotel receptionists are expected to operate switchboards and take phone calls for information provision and forwarding calls to appropriate departments or persons 2.2 Detailed job description: Working as a waitress and receptionist in the Hoi An Sincerity hotel Waitress in the Sincerity Restaurant On the first day, I worked in the Sincerity restaurant This is a wonderful restaurant with the highest quality food, exceptional prices, and a clean and superb dining atmosphere I worked as a hostess at the restaurant in the morning My task was to open the door for guests, welcome guests, and say thank you when they leave the restaurant When standing in this position, the most important thing is that I always have to smile with the guests In the afternoon, I was trained how to set up fork, spoon, knife and napkin in the table by a staff at this restaurant On the second day, I continued work as a hostess but I also trained the best way to welcome guests When the guests coming in the restaurant The staffs say “Good morning” , “ How are you?” and asked “ What is your room number ?” in order to check the number of guests after that asked “How many people?” to leading the guest into available table in the restaurant And then, the staff asked the guests “Would you like to drink coffee or tea?” to bring beverage for guests On the next day, I worked as a waitress I came to the restaurant at 5.30 am in order to set up fork, spoon, and knife and decorated the flowers on the table At 6.30am, guests came to the restaurant to enjoy their breakfast During working hours, I often asked guests about beverage “Would you like some more coffee or tea?” and I also clear a lot of duties things in the table Every day , at 10.30 am, I always cleaned a lot of tables in the restaurant and then set up napkins, forks, knives , and glasses in each table to prepare in the afternoon and dinner In the afternoon, I have to order food and beverage for guest, so I was trained about the menu; I have to learn by heart this menu The menu includes a lot of dishes and beverages Every day, Sincerity restaurant have “happy gold time” it means that if guest buys they will get free cocktail from 1pm to pm On the last day of the internship in the restaurant, I remember that when I came back hostess position I met a man from Korea, I opened the door for him five times I did not know why he went out so much But I still had fun to open and greeted him And then the last time he left the restaurant he gave me some money I was a little surprised, but then I heard the restaurant staff said it was a tip During the time in the restaurant (after one month), I was very happy because I was taught a lot of things about restaurant, met a lot of people who are very kind and friendly Receptionist in Sincerity hotel On the first day, I came to front desk reception My task was to observe everything around, observe guests, observe the way the receptionist were working with the customer This is a step to get familiar with the job On the next day, I stood in reception desk to listen staffs talked with guest I think this was very interesting and useful for me On the following days, I often greeted guests; I also trained how to use computer software and then imported customer information into computer Every day, I always talked with customers and learned how to work properly and effectively Besides, I was introduced the way to welcome the guests in the hotel When the guests coming in the hotel The staffs will say “Welcome Sincerity hotel”, “How may I help you?” the next, staffs will check -in for guests In addition, I learned how to answer the phone “Good morning, Sincerity hotel, Reception speaking, how may I help you?” I have to say this in 30s Every day, I always practiced regular to be able work more professionally Furthermore, I often guided guests to the rooms I also talked to them a lot about anything, they were very friendly Sometimes, they did not understand but they were very enthusiastic and sociable Every time, I saw them, I found them very cherry and full of energy To be honest, I really like working in this working environment There are many things to learn During the time in the reception department I still remember that I had met a trouble with a guest from India On that day, I was doing the check-in procedure for her, I required her to fill email in the registration form But she looked at me with a serious expression and asked “what for?” and I tried to explain to her so that she could understand and filled in the form I know that wherever we work, we must all have difficulty But we must try to learn a lot and solve the problem properly III Reflection 3.1 Advantages When I worked in the Sincerity Hotel, I could meet new people This was a perfect chance to practice my soft skills and learn to effectively communicate across cultures In addition, the enormous satisfaction I got from making other people feel welcome and happy Especially, the most important thing was to improve English, I could improve listening and speaking skills in the international working environment And now I’m quite confident to talk with foreigners 3.2 Disadvantages My most difficult thing to at the restaurant was the timing issue I had to be at the restaurant very soon I was not used to getting up early so I was late on the second day But I had to overcome on the next days Another difficulty was that when I came to reception position, it was difficult to resolve problems with guests, because I did not know the hotel procedures, so the problem solving was still embarrassing 3.3 Solutions In my opinion, I must try to learn a lot of things from the staff in the hotel Besides, I should also improve my vocabulary and learn the working procedures of the hotel so that I can solve the problems with clients The most important thing is that I have to study hard C CONCLUSION I Internship experience summary I can honestly say that my time spent on interning at Sincerity Hotel resulted was one of the best time of my life Not only did I gain practical skills but I also had the opportunity to meet many fantastic people The atmosphere at this hotel was always welcoming which made me feel right at home Besides, I also learned a lot of things not only knowledge about the restaurant department, but also English communication skills with foreign visitors This is a wonderful internship II Lessons learned During two months of the internship in Sincerity hotel I learned a lot of experience The staff here was enthusiastic in helping me with my work They always teach me valuable lessons Now I have become a more confident person, I can work more agile They taught me how to be a professional receptionist and waitress Overall, my internship at Sincerity hotel has been a success I was able to gain practical skills, work in a fantastic environment, and make connections that will last a lifetime I could not be more thankful III Recommendation Hoi An Sincerity Hotel is one of wonderful four star hotels in Hoi An ancient town This hotel attracts numerous travelers each year With its convenient location, the hotel offers easy access to the city's destinations Besides, the hotel also received a lot of good review from customers Moreover, I hope that Sincerity hotel will have more scale and modern equipment I also hope that Quang Nam University and Sincerity Hotel will be linked each other, have a good relationship to enable students to practice here  ... Office Executive Manager House Keeper Asst FOM Director of F & B Service Exe Sales Manager Chef Financial Accounting Human Resource Manager Chief Engineering Recreation Manager Spa Manager 1.1.3 Function:... romantic of Vietnam’s map garden and a view of either the pool C Sincerity Restaurant A stylish restaurant featuring Vietnamese and Western cuisine complemented by a sunken bar & outdoor pool and... efficient manner Besides, this is an opportunity for me to communicate with foreigners and improve my English skills Moreover, I can get the experiences from professional staffs and work in an international