TABLES OF CONTENTS TABLES OF CONTENTS i INTRODUCTION .ii LIST OF ABBREVIATIONS iii LIST OF TABLES AND CHARTS iv PART 1: OVERVIEW OF MINH HANG INTERNATIONAL TOURISM JOINT STOCK COMPANY .1 1.1 Information of Minh Hang international tourism joint stock company 1.1.1 General introduction about company .1 1.1.2 Organizational structure 1.1.3 Major business areas .4 1.2 Information about Department of Internship: Executive Department 1.2.1 General information 1.2.2 Roles PART 2: JOB DESCRIPTION 2.1 Intern task in Executive Department 2.2 Challenges and lessons learnt 2.2.1 Challenges 2.2.2 Lessons learnt PART 3: USING ENGLISH IN BUSSINESS 10 3.1 The reality of using English in the business 10 3.2 Suggestions to improve efficiency of using English in the company 11 PART 4: PROPOSAL TOPIC FOR MINOR THESIS 12 CONCLUSION 13 REFERENCES 14 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 Among the companies, Minh Hang International Tourism Joint Stock Company in Quang Ninh city has its contribution to the development of tourism in Quang Ninh and it is becoming a trusting destination of domestic and foreign tourists As an English-majored student of Thuongmai University, I have an opportunity to study and work at Minh Hang International Tourism Joint Stock Company for my internship course This is a valuable opportunity for me to practice my English knowledge, communication skill and learn experience and soft skills from everybody in the company I myself think that the company is an ideal organization that students of foreign languages can collect information and get valuable experience of work I would like to express my gratitude toward lecturer Ms.Tho at Faculty of English – Thuongmai University as well as my managers and colleagues in Minh Hang International Tourism JSC I look forward to receiving comments and suggestions of the lecturers in order to perfect my internship report Hanoi, January 26th, 2018 Student Pham Thi Ngoc Anh LIST OF ABBREVIATIONS JSC USA No Joint Stock Company United States of America Number LIST OF TABLES AND CHARTS No Diagram 1.1.2 Content Page Organizational structure of Minh Hang International Tourism JSC PART 1: OVERVIEW OF MINH HANG INTERNATIONAL TOURISM JOINT STOCK COMPANY 1.1 Information of Minh Hang international tourism joint stock company 1.1.1 General introduction about company Minh Hang international tourism joint stock company was established in 2008 with the initial business activities of organizing tourism programs for foreign tourists to visit Vietnam, now through 10 years of Minh Hang International Tourism JSC has grown to become one of the leading travel companies in Vietnam The business has been expanded to include: domestic and international travel business, air tickets, hotel reservations, restaurants, offices for rent, visa services, events, car rental, transportation tourists etc Minh Hang International Tourism JSC has also established a branch network in Ho Chi Minh City and agent network in many provinces of the country Full Name: MINH HANG INTERNATIONAL TOURISM JOINT STOCK COMPANY Type of business: Joint stock company General Director: Mr Vu Dinh Linh Address: Group 9, Zone - Bai Chay Ward - Ha Long City - Quang Ninh Tel: 033.3 640 858 Fax: 033.3 511 429 Tax code: 5700789205 Operating day : 19/3/2008 Vision Realizing the value of spiritual life and improving the quality of life for our clients is the foundation of Minh Hang's core values These values will always be the driving force for all activities of innovation, innovation and development of service and tourism products with the best quality and quantity of services Minh Hang International Tourism JSC always strives to become a leading travel service company with quality and prestige in Vietnam Mission - Tasks: Innovation and development of tourism products and services of good quality to meet the diverse and rich demand of customers in the country and internationally - Responsibility: Ensuring customer value as well as satisfying the need for safety in the travel industry when customers use company’s service Guideline of management - For the customer: always honest, bring the value of practical benefits and dedicated service, thoughtful - For partners: cooperation on the basis of respect, long-term, sharing difficulties and mutual benefit - For shareholders: To complete the tasks and objectives according to the resolutions of the General Assembly of Shareholders - For workers: Ensure adequate policies, ensure a progressive working environment, create opportunities for development and promotion - For the environment: the sense of preserving the values of cultural heritages and natural heritages, complying with the regulations on environmental protection in the country and internationally - For the community: a sense of enhancing social and cultural values, promoting good human values and obeying social security - For work: find ways to overcome challenges, create jobs, promote teamwork, respect creative ideas from management and staff 1.1.2 Organizational structure Minh Hang International Tourism JSC has corporate organizational structure is shown in the following diagram: General Director Executive Department Domestic Tourist Unit Administration Department Inbound Tourist Unit Finance and Accounting Department Marketing Department Outbound Tourist Unit Tourism Business Unit Sales Department Ticket, visa, hotel booking Service Diagram 1.1.2: Organizational structure of Minh Hang international tourism joint stock company (Data source: Executive Department) Function: - Executive Department: The production department of the travel company conducts activities to ensure the implementation of the company's tourism programs, as a bridge between the supplier and the travel company - Administration Department: is a section to ensure business conditions of the company - Accounting - Finance Department: Record and report on the activities of revenue and expenditure of the enterprise Report on business performance of the company, prepare salary tables for employees - Marketing Department: The image of the company is created by this division, making people aware of their travel business, market research, tastes of customers to bring the best product to meet the best customer's need Launch marketing and sales campaigns, outline product policies, and customer policies to attract customers - Sales Department: Assists in the sale of products and services of the company, research and product development, market development; building and developing customer relationships 1.1.3 Major business areas Minh Hang International Tourism JSC mainly performs in the following fields: Domestic and international inclusive package tours This is a featured and core business of the company In particular, organizing package tours, programs link tourism products such as transportation, accommodation, entertainment, into a unified product perfect to meet all needs of tourists The components of the content of the package tour include: - Transportation Services: This service is identified as the most important component of the package tour In the travel program depending on the specific conditions that use the equipment to suit the requirements of the trip Prohibited means of transport such as type, rank, station, port, flight school, reputation of carriers are also important for the travel business to choose the means of transportation for its program - Accommodation Services: This service meets the needs of sleep, relaxation, help you regain strength after long trips This is also an integral part of the package tour Depending on the specific conditions for choosing the place of stay for the tourist program, the types of accommodation establishments, the type of bed room, etc - Catering services: Meals, meals, menus, other drinks - Route: includes the number of stops, the stopping time at each point, the period and the distance between destinations and destinations, the specific activities of each day with the time and space have been set in advance - Sightseeing and entertainment services: This is an important factor to meet the expectations of tourists at the destination Depending on the specific conditions that the tour operator selects, the types of entertainment in the chapter - Executive and guidance: This is a participant in the process of developing tourism programs, implementing programs to satisfy the needs of tourists and increasing the value of individual services It includes the organization, notification, inspection, - Types of expenses: including expenses before, during and after the implementation of tourism programs These are included in the price of the predesigned travel program Intermediary services The travel company sells the products of these suppliers directly or indirectly to tourists To this, the company must have extensive relationships with suppliers to create a connection between selling the services on the one hand and brokerage and commissioning on the other • Renting cars, ships, airplanes • Hotel reservation, air ticket booking • Make a visa, passport Comprehensive Travel Business Apart from the above-mentioned traditional activities, Minh Hang International Tourism JSC also conducts other general activities aimed at expanding its operation scale General travel business activities include hotel and restaurant business, entertainment services, etc To carry out general activities, Minh Hang has acted as a normal commodity producer because the products produced by the company are essentially a commodity and directly provided by the company to its customers However, these goods and services are only for the purpose of travel of tourists such as food, sleeping, souvenir, car 1.2 Information about Department of Internship: Executive Department 1.2.1 General information The Executive Room consists of people, , each assigned a specific task The executive office directly deals with tourism service providers: hotels, restaurants, transport service providers: taxis, trains, airplanes at tourist sites, ensures the implementation of the company's tourism programs, connect the supplier and the travel company 1.2.2 Roles The Executive Office shall have the following roles: a To act as the source for the overall management of tourism service programs on the basis of the guest plans and announcements sent by the marketing department b Planning and implementing the entire work to the implementation of tourism programs such as hotel booking, visa, transportation ensure the requirements of time and quality The department also acts as agent for VietNam airline This is a good thing, but it is also an urgent requirement because the number of international visitors to the company largely uses aviation services, so the company must have its own aircraft dealer to take the initiative in satisfying the needs bridge of tourists c Establishing and maintaining close relationships with relevant agencies (Foreign Affairs, Internal Affairs, etc.) Sign contracts with suppliers of goods and travel services (hotels, airlines, railways ) Select suppliers with products that guarantee the quality d Monitoring the progress of the travel program, address all requests of tourists included in the contract specifically the tour of the customer bought and other requirements arise such as change travel programs, purchase additional services, extend the tour, extend visa, permit and track the schedule of each delegation Coordinate with the accounting department to perform payment operations with the sending companies and travel service providers Quick handling of unusual cases occurring during the implementation of tourism programs At the same time, the operator quickly announces the results of the preparation of the program, arranging the services for guests to be aware of and have favorable conditions in dealing with the shipping companies when they need the information or what specific requirements in the tour program of the guest PART 2: JOB DESCRIPTION 2.1 Intern task in Executive Department With the help of the staff in Minh Hang international tourism JSC, I have learned a lot of knowledge Office time: In the morning: from 8:00 a.m to 12:00a.m In the afternoon: from 1:30 p.m to 5:30 p.m From Monday to Saturday During the internship time in the company, I have been instructed and assigned tasks related to tour management such as: Week (02/01/2018- 06/01/2018) - Have appointment with the head of Executive department, visiting around the company and socializing with everybody in the company - Reading documents about rules and regulations of company - Being given directions about my work - Types documents of tours - Cleaning tables and arranging documents - Reading the material about domestic and international tours of the company Week (08/01 / 2018- 13/01/2018) - Learned how to respond to emails and guest phone, greeting guests skills - Be managed and handled documents, contracts, corporate documents - Searching and aggregating information about customers - Receiving faxes - Translating an announcement of schedule of tours - Calling and answering telephone from customers Week (15/01/2018- 20/01/2018) - Be introduced and guided for customers about the tours and services of the company - Translating reports on Tuan Chau tours - Introducting domestic tours to customers - Calling and answering telephone from customers - Types data of tours for October, November and December Week (22/01/2018- 26/01/2018 ) - Typing documents of tour - Follow some executives to Tuan Chau port and Sung Sot cave for surveying - Attending meeting of Executive Department - Introducting domestics tours to foreign customers - Providing customers with information about some international tours - Have a small party with everyone in company 2.2 Challenges and lessons learnt 2.2.1 Challenges My work is not simple but not difficult as I thought I received careful guidence of my supervisor so that I can get use to my work However, during the process of work, I still face with a number of challenges: - Due to the lack of practical knowledge, I encountered some difficulties in the practice: I did not know how to use office machines such as printers, photocopiers and fax machines -At the beginning, I got some difficulties in integrating with everyone in the company, be shy and timid Do not dare to propose ideas or question - Moreover, Getting information for internship report remains some problems such as lack of time to get information elaborately, short time to visit and have practical experience to all garment factories and facing with the problem of collecting garment’s data on the Internet - I got some troubles when I have resposibility for translating the documents and texts Not grasp the specialized knowledge, deep content of the massage, lack of knowledge of terminologies in travel contract, ect 2.2.2 Lessons learnt During practice the past with the help enthusiasm, leadership and siblings of the sales department of the company as well as the efforts of myself, I have complete real graduate training, apply the knowledge learned in school: - Firstly, the training course brought to me the opportunity to use my English knowledge through communicating with foreign customers and translating many tour documents I recognized that my English is improved so much through practice I learned a lot of vocabulary, information and knowledge in tourism as well as know how to use translation methods - Secondly, I learned how to photocopy, receive and send faxes I also had chance to practice doing something in the office such as delivering fliers, sticking and cutting paper Although those look simple, they also gave us difficulties when facing to the real life For example, I know how to deliver advertisements effectively while many people Especially I also learned so many important skills in dealing with customers and working with staffs - Thirdly, the internship course at the company makes me feel more confident and patient than before I also learned some good characteristics like attentiveness, initiative, loyalty, maturity, respect for confidentiality and discretion, a positive attitude and independence - Besides, I learned how to write formally in writing to thank customers in English, apply gentle words commonly used when communicating with foreigners - Moreover, I was practiced in the business department, participated in the process of customer service, had the opportunity to improve English exchange with international visitors - Last but not least, during the internship in the company, I get to know and have learned a lot from working style and professionalism of the siblings, how to deal with colleagues, superiors, sorting, processing how the work is reasonable This is an invaluable experience and it will help a lot for me when I started working PART 3: USING ENGLISH IN BUSSINESS 3.1 The reality of using English in the business In recent years, integrating into the global economy is the inevitable trend to almost every country, especially, the emerging market like Vietnam To be able to take all the advantages of international integration, our country is in need of a competent workforce that has not only a thorough understanding of specialized affairs but also good foreign languages and soft skills Thus, English is becoming increasingly essential, serving as the key to open up opportunities in exploiting new markets and seeking for investors with the final aim to enhance business productivity Minh Hang is a tourism company serving the needs of local and international customers As the company has expanded business relationships to many foreign partners, English is widely used in different departments All the staffs are required to fluently communicate and write in English in order to accomplish the jobs in this department including maintaining relationships with foreign investors, keeping contacts with partners or conducting trading contracts and so on Minh Hang International Tourism JSC mainly does business with foreign partners in USA, Germany, Japan, China, etc So the use of English is the necessary and compulsory requirement in the operation of the company; however, the usage of English is still not really effective in this company With the feature that all activities in company are associated with English, most of the staff can use English This ability in the company ranges from general to fluency However, the requirement of English proficiency for the staff who is in charge of logistics tasks such as manufacturing, cleaning and so on is not compulsory In the interviews for some departments such as Sales Department, the candidates are thoroughly tested on English proficiency, especially in speaking and writing Most of the employees in these departments have English certificate from an intermediate or higher; some important positions as directors, deputy directors are certified TOEIC / IELTS In addition, the company also encourages its employees to spend more time studying and practicing their English skills in the evening at prestigious centers, thereby improving the company’s quality of customer service and meeting the integration’s demand of the market economy 10 In fact, it is necessary to admit that the number of company’s employees who are proficiency in English is relatively small Most of them are only able to read specialized English but not effectively communicate and write in such language This hinders a lot when there has sudden work related to English 3.2 Suggestions to improve efficiency of using English in the company As can be seen, English plays a vital role and serves as a powerful tool in business activities of Minh Hang International Tourism JSC Thus, it is urgent to promptly draw up some plans to deal with the negative reality and enhance the efficiency of using English After one month of being an intern there in the Company, I would like to suggest several measures including: - Planning out more English courses alongside professional knowledge training for all employees in the company Connect with some English training centers in Hanoi to build up some commercial English courses, focusing on teaching English communication, negotiation, email writing, contract drafting in order to turn the language into an effective tool for the business - Encouraging all staffs to communicate to their colleagues in English at the office - Arranging to let employees take part in conferences on sharing learning English experiences - Prioritizing candidates who are better at English in recruitments - Besides, Minh Hang also should arrange to let employees take part in conferences on sharing learning English experiences held by domestic and foreign organizations Meanwhile, the company should increase support for its best people in finance and improve working conditions The company needs to apply more policies to encourage English learning by offering higher salaries to all officers and staff so that it is easier and more exciting for them to participate in the activities 11 PART 4: PROPOSAL TOPIC FOR MINOR THESIS The study on terminology in translating travel contracts from English into Vietnamese in Minh Hang International Tourism Joint Stock Company Reason: There is no doubt that, the English is language of communication between the people with different cultures People use it in various fields of life such as, economy, e-commerce, medicine and aviation In addition, it is the language which is used in the tourism and travel After one-month-internship in Minh Hang International Tourism JSC, I had the opportunity to translate some international travel contracts I realize that translating these documents sometimes causes trouble when dealing with travel terminologies This is not only my own problem but also other’s It is the main reason inspiring me to carry out this study Importantly, I hope that to some extent my study can offer a thorough understanding about terminology in travel contract as well as help Vietnamese in translation of this field terms 12 CONCLUSION Although Minh Hang International Tourism JSC has been established for 10 years, the company has had certain successes The firm’s achievements have been detailed by its increase in sales as well as profits through the years Besides the advantages of funds, facilities, or the activities of the potential market, the company is dealing with many difficulties regarding human resources, marketing policies, and expanding its sales market During my one month doing the internship as a member of the office staff at Minh Hang International Tourism JSC, I gained the opportunity to apply the knowledge obtained at university into reality and learn more about styles, attitudes, methods of working, communication in business environment, generating valuable experiences that help give me clear direction for my future career Through my experiences obtained during the one-month internship and my background knowledge, I conducted this report in order to figure out some existing problems at the company I hope that it will contribute to the unit’s development in the upcoming time and I certainly was grateful for the internship and wish the company well in the future I would love to give my sincere thanks to my beloved supervisor – Ms Tho and all managers and colleagues at Minh Hang company for helping me to accomplish this report Hanoi, January 26, 2018 Student Pham Thi Ngoc Anh 13 REFERENCES We would like to express our gratitude to the following researches for providing the very useful information sources so that we could complete this study: Tailieu.com.vn Richards, Jack C Developing classroom speaking Activities, from Theory to Practice http://professorjackrichards.com https://baocaothuctaphay.wordpress.com/2015/10/10 Gillham, B ( 2000 ), The research Interview, New York: Continuum 14 ... OF MINH HANG INTERNATIONAL TOURISM JOINT STOCK COMPANY 1.1 Information of Minh Hang international tourism joint stock company 1.1.1 General introduction about company Minh Hang international tourism. .. etc Minh Hang International Tourism JSC has also established a branch network in Ho Chi Minh City and agent network in many provinces of the country Full Name: MINH HANG INTERNATIONAL TOURISM JOINT. .. improving many tourism companies in Vietnam Among the companies, Minh Hang International Tourism Joint Stock Company in Quang Ninh city has its contribution to the development of tourism in Quang