ACKNOWLEDGEMENT First of all, I would like to express my gratitude to managers and colleagues at Trang An Travel., JSC I would be grateful to the company for giving me the opportunities to apply my academic knowledge and sharing useful information statistics which have helped me in completing my internship report Moreover, I would also lile to send my sincere thanks to teachers at English Department of Thuongmai University for guidance and support during my internship process After one month (from 02/01/2018 to 26/01/2018), under the valuable support and instruction of managers and colleges in the company, I was able to apply the knowledge obtained at university into practice, meanwhile collecting basic information to complete the internship report I had the opportunity to study and gain experience from working environment of the company and colleagues Due to internship period only in the early stages, combined with my limited ability, the report is certain to have some mistakes I wish I would receive the teacher’s comments to make the report more complete I will strive to use gained knowledge and skills in the best possible way Hanoi, January 27th, 2018 Student Nguyen Thi Huong Ly i ABSTRACT In the past years with the trend of global market economy, Vietnam’s economy has developed strongly, the position of Viet Nam has been improved in the international market Tourism has become one of the official service industries contributing to economic growth of the country At the same time, the appearance of domestic and international travel companies has brought good potential for this industry Particularly, annually it attracts millions of international visitors to Viet Nam, which creates a large source of foreign exchange As the development trend of this industry, Trang An International Travel and Media Joint Stock Company or Trang An Travel., JSC is established Although the company, only with more than seven years of experience in tourism, has built a name for itself in the tourism industry in Vietnam and has reached the world market The company has become one of the leading tourism companies in Vietnam My internship report includes four parts:  Part I : Introduction about Trang An International Travel and Media JSC  Part II : Overview about the internship program at Trang An International Travel and Media JSC  Part III : Evaluation on the practice of English in the company  Part IV : Topic proposal for Graduation Report ii TABLES OF CONTENTS ACKNOWLEDGEMENT i ABSTRACT ii LIST OF ABBREVIATIONS iv LIST OF TABLES, DIAGRAMS AND FIGURES v PART 1: OVERVIEW OF TRANG AN INTERNATIONAL TRAVEL AND MEDIA JOINT STOCK COMPANY 1.1 General introduction about Trang An Travel .1 1.1.1 The process of formation and development 1.1.2 Organizational Structure 1.1.3 Main Services and Products 1.2 Introduction about Tour Operation Department PART 2: OVERVIEW ABOUT THE INTERNSHIP PROGRAM TRANG AN TRAVEL.,JSC 2.1 Activities and tasks accomplished during the internship program 2.2 Difficulties and valuable experiences gained from the internship program .7 PART 3: EVALUATION ON THE PRACTICE OF ENGLISH IN TRANG AN TRAVEL.,JSC .10 3.1 Evaluation on the practice of English in the company .10 3.2 Research Problems Recommendation .11 PART 4: TOPIC PROPOSAL FOR GRADUATION REPORT .12 CONCLUSION .13 REFERENCES 14 iii LIST OF ABBREVIATIONS Abbreviations English meaning JSC Joint Stock Company VNU Vietnam National University, Hanoi VNPT Vietnam Posts and Telecommunications Group OCB Orient Commercial Joint Stock Bank VTV Vietnam Television VND Vietnam Dong VISTA Vietnam Society of Travel Agents iv LIST OF TABLES, DIAGRAMS AND FIGURES No Name Image 1.1 Diagram 1.2 Content Logo of Trang An Travel., JSC Trang An Travel., JSC’s Organizational Structure Diagram v PART 1: OVERVIEW OF TRANG AN INTERNATIONAL TRAVEL AND MEDIA JOINT STOCK COMPANY 1.1 General introduction about Trang An Travel Trang An International Travel and Media Joint Stock Company is established in 13th May 2010, of which Mr Nguyen Huu Cuong is the chairman of Board, the General Manager And Mrs Nguyen Thi Thanh Tra is Assistant General Manager and Mr Nguyen Dong Giang is Deputy Managing Director The company focuses on Travel Tour Operator including domestic travel business and Image 1.1 Logo of Trang An Travel international travel business Company Name (in Vietnamese: Công ty Cổ phần Du lịch Quốc tế và Truyền thông Tràng An) English Commercial Name: Trang An International Travel and Media Joint Stock Company Abbreviated company name: TrangAnTravel ,JSC Authorized Capital: 20,000,000,000 VND Head office address: 97 Khuat Duy Tien Street, Thanh Xuan District, Hanoi Address: Sales Office 1: 3rd floor, TĐL Building, 22 Lang Ha Street, Dong Da District, Ha Noi Sales Office 2: 260 – 262 Ba Trieu Street, Hai Ba Trung District, Ha Noi Email: vanphong@trangantravel.com.vn Website: http//:trangantravel.com.vn Telephone: 0934 600 500 - (+84) 24 3552 8899 Fax: 0435430184 1.1.1 The process of formation and development Trang An International Travel and Media Joint Stock Company is established in 2010 After more than seven years of operations and accumulating experience, Trang An Travel has become a prestige brand and quality, serving more than 100 dealers with thousands of domestic and foreign customers With ambition to become one of the leading brands in Viet Nam, Trang An Travel not only brings the best quality products but also creates a bridge in order to help businesses connect with the international market Besides, investment in developing resources is also one of the most important policies of the company With many different ways, the company has recruited high qualified staff from many locations With more than fifty staffs, collaborators and guides who are energetic, dynamic and creative, which has helped the company design new, creative and impressive tours and professional The company would like to bring customers the best quality products and services Trang An Travel., JSC is also a member of Vietnam Tourism Association (VITA) and Vietnam Society of Travel Agents (VISTA) Along with it is the consolidation of internal unity, expansion of cooperation, creating relationships with businesses and foreign and domestic travel companies This is also the premise for the company to develop and expand the scale of business activities Over the years with the commitment to ensure the brand Look Travel, Trang An Travel., JSC has the opportunity to alliance with many tourism companies throughout the country and serves the business units, school agencies such as: Mobifone, VNPT, Vinaphone, Vinaconex, Hanosimex, Hanoi National University of Education, VNU, The People’s Committee, The provincial People’s Council, Vietin Bank, OCB, VTV, the system of pharmaceutical companies, etc Trang An Travel., JSC is more and more expands cooperation with other companies Trang An International Travel and Media Joint Stock Company is proud to have well trained, professional, experienced staff and managers, specialized in the field of tourism, and more than hundreds of collaborators who are professional, coming from different university and having high capacity, expertise, enthusiasm and always want to get the work done with highest quality and efficiency 1.1.2 Organizational Structure The organizational structure of Donuts Hanoi Co., Ltd consists of General Director, Board of Director and functional departments: Sale Department, Marketing Department, Department of Tour Operation, Department of Finance and Accounting and Tour Guide The current General Manager of Trang An Travel., JSC is Mr Nguyen Huu Cuong, who directly manages the company, in coordination with the Board of Managers to supervise all business activities, coordinate Human Resource and correct policies General Manager Board of Director Department Diagram 1.2 Trang An Travel., JSC’s Organizational Structure DiagramDepartment Department of Organizational Structure of Trang An Travel., JSC) of Finance Marketing Tour Sale (Source: Model of Tour Department Department Each department has its own functionsOperation and responsibilities.Guide However, they stilland Accounting have a tight relationship with each other in order to ensure the consistency of management system  Roles and functions of each department in the company: Board of Director: This is the highest authority of the company taking responsibility to make all decisions related to development production, strategies, business and market development plans, etc., Sale Department: To manage all business activities: setting up a business plan and business strategies, finding out and analyzing the market, building customer incentives, seeking markets and developing sales activities to potential clients Marketing Department: To set up different strategies and spread the attraction of tourists to the company as well as promote the products and services, widely promote the image of the company, guide and answers any customers’ complaint Department of Tour Operation: This department deploys the entire work of operating the Tour programs Planning the implementation of the work related to tourism program such as: Travel schedule, hotel booking, visa, transport, etc Particularly, ensuring the requirements of time and quality Moreover, the department also tracks the process of implementing the tour program, in collaboration with the Department of Finance to implement the payment with the service provider Also, Timely dealing with the unusual case happens during tours Tour Guide: The Company has more than 20 members including collaborators from 22 ages to 35 age with various foreign language such as English, Chinese, Japanese, etc., Tour guides directly travel with tours in order to introduce about the destination and guide tourists to visit Department of Finance and Accounting: It has the statistical function and financial planning of the company as well as writing the report of corporate income for the company monthly and supervise, report on the use of capital and assets of the company Besides, implementing the financial decisions of directors and accounting work effectively and economically, avoid waste, regulations, regimes under the current regulations 1.1.3 Main Services and Products Trang An Travel offers a wide range of domestic and international travel programs, ranging from short-term, long-term programs, academic programs, work, conferences, and events, etc., with competitive price, best quality Each season, Trang An Travel will launch various travel packages to facilitate the choice of customers with extreme preference  - Domestic Tourism Program Thanh Hoa tourism ( days nights) Ninh Binh – Trang An Tourism ( day) Sapa Tourism ( days nights) Ha Giang Tourism ( days nights) Dien Bien Tourism ( days nights) Ha Long Bay Tourism ( days nights) Da Nang Tourism ( days nights) Hue Tourism ( days nights) Ly Son Tourism ( 4days 3nights) Nha Trang Tourism ( 4days nights) Da Lat Tourism ( 4days 3nights) Phu Quoc Tourism ( days nights) Sai Gon City Tourism ( days nights) Con Dao Tourism ( days nights)  - International Tourism Program Asia Tourism Europe Tourism Africa Tourism America Tourism Australia Tourism Moreover, Trang An Travel., JSC also provides some travel services such as: - Visa and passport service - Reservation hotel - Hotel, venue and rental booking international and domestic partners - Tickets service and transportation: VIP limousine service - The online design, production and management team directly promotions 1.2 Introduction about Tour Operation Department Tour Operation Department plays an important role in the company It is responsible for organizing and preparing holiday tours Particularly, operators must follow new trends in the popularity of destinations and packages, and adjust company plans accordingly This department deploys the entire work of operating the Tour programs Planning the implementation of the work related to tourism program such as: Travel schedule, hotel booking, visa, transport, etc Particularly, ensuring the requirements of time and quality Moreover, the department also tracks the process of implementing the tour program, in collaboration with the Department of Finance to implement the payment with the service provider Also, Timely dealing with the unusual case happens during tours Tour Operator Department is divided into: Domestic Tour Operation and International Tour Operation Domestic Tour Operation: Providing many kinds of domestic tours which are both unique, attractive and suitable with all customers High quality of services and ideal destinations are always accompanied with you passion to explore beautiful Vietnam International Tour Operation: Operating tours for foreign visitors who would like to travel in Vietnam and organize international tours for Vietnamese people who want to travel abroad (Inbound and Outbound) To have the most attractive tours, this department has cooperated with companies in foreign countries PART 2: OVERVIEW ABOUT THE INTERNSHIP PROGRAM TRANG AN TRAVEL.,JSC 2.1 Activities and tasks accomplished during the internship program During the internship program, I have found it very beneficial and interesting to work as International Tour Operator in Tour Operation Department In the first week, I start to answer emails that the company receives from customers who have doubts or questions about the international tours the company sells I deal a little bit with phone calls to answer customer’s questions about the international tours, to book tours and to assure the different hostels (from different places), the number of people (from our trips) who are going to stay with them I also talk to customer who walk in and explain a bit about the tours’ packages In addition, I give information about the transports and location, book online tickets for the customers Doing administration work: update costumer files, writing follow up letters, writing day sheets for which includes instructions, issue tickets , printing tent cards and finalize cruise packages In the next weeks, I must contact with the foreign companies in order to prepare and organize international tours Specific tasks as liaising with coach operators, airlines, hoteliers and resort representatives, confirming customer names with airlines and foreign hotel, providing pricing information Moreover, I have to handle bookings, invoicing and issuing of tickets, and also agree service levels, contracts and costs with customers I usually collect, evaluate and respond to domestic and foreign customer’s feedbacks In addition, I also try programming an international tour Deciding how many visitors to take part in this tour and the resorts or hotel for visitors and 2.2 Difficulties and valuable experiences gained from the internship program  Difficulties Firstly, my major is Business English, I have never had any knowledge about the work of the tourism industry Therefore, I hardly adapt with working environment of the company Also, there is a little anxiety and confusion about my knowledge Secondly, I have not many soft skills and specialized knowledge is limited, so it is difficult to get jobs and present my ideas Thirdly, when encountering new problems or bugs in the work process, I am very confused when processing them Often I have to ask my colleagues for help  Valuable experiences The impact of internship is very useful because it enables me to have a positive view about the real job in the future The practice in the company has developed my confidence to work in travel agency I am much more aware of the rules, functions and regulations that has to be followed by liberal tours and travels This type of organizational practice or internship required for the tourism students to develop skills knowledge and experience in travel and tourism industries It is more fruitful to build confidence and ability which will be very helpful to me for the further career development From how to issue permit to how to deliver the good service and lot more, I experienced that the working attracting customer, sending quotes, giving information is just 30% of the work Meanwhile, other 70% is done in the field once foreign visitors The success and unsuccessful of the entire operation depends on staffs ability to handle the field work, weather condition, clients fitness and overall packaging Besides, I realize that Tour Operators play vital role in the Tourism Company Thanks to them, travel programs are planned in detailed, unique and attractive way Moreover, I can gain some key skills for tour operators such as a demonstrable interest in travel, knowledge of key holiday destinations, excellent interpersonal skills, communications skill, customer service skill, organizational skill, commercial awareness and good time management skill I also realized that Marketing is very important tool to bring client Happy customers of past plays vital role in marketing the company in their home country The recommendation is the best way of marketing in the tourism business The use of social media also plays crucial role in marketing the tourism product to the customer It is the cheapest, fastest, easiest way to convey what company tourism products are Particularly, English plays an important language in order that staffs can communicate with customers fluently The most interesting experience is that I am learning a lot of how to tourism company’s works and how to deal with the different customers I am learning a lot about the tourism area and how backpacking traveling actually works Particularly, I have chance of practising Business English which I have ever studied in ThuongMai University in office environment and learn a lot of business terms, tourism vocabulary, and the business Canadian environment, as well as the English business environment I think it will help me a lot when I find a job PART 3: EVALUATION ON THE PRACTICE OF ENGLISH IN TRANG AN TRAVEL.,JSC 3.1 Evaluation on the practice of English in the company Currently, English has become the global language Among thounsand of different languages, the world has chosen English as a means for people to understand each other English is the official language of 53 countries and territories, the official language of the EU and the third widely used language after Chinese and Spanish English plays an important role in all fields of politic, economy, culture, society, etc It represents a key offering more opportunities to expand business scale, seek more investors, partners and exploit new markets from which improve profitability and production efficiency In that context, as operating in Tourism industry, Trang An Travel now mostly uses English when negotiating with foreign customers or foreign companies in order to promote its image Trang An Travel always offers a wide range of domestic and international travel programs Therefore, the company has lately started to seek and maintain relationships with foreign investors and almost employees in the company must English in different situations They have been trained to negotiate, handle international contracts, write e-mails and communicate with foreign customers and companies Currently, about 70% of the company’s staff are able to communicate skilled and write in English Other 30% are average at English, but they can another language such as Korean, Japanese, etc In daily transactions, English is also widely used in Trang An Travel, mainly in dealing with foreign customers and partner companies These transactions are usually related to orders, negotiation and payment English proficiency of the employees who perform transactions are very high They are mostly student from English Departments of different universities In addition, employees in departments not specializing in English as Finance-Accounting, Marketing, Human Resource have a level of English Staff before being recruited into the company must pass the English test Moreover, all the company’s official websites are designed in English and Vietnamese so that it help not only Vietnamese people but also foreigners easily access information about tourism programs Particularly, the company also connect with some English training centers in Hanoi to build up some English commercial courses in order to cultivate the knowledge for staffs Accordingly, the courses will focus on English negotiation, email writing, contract drafting, etc., in order to turn the language into an effective tool for the business Furthermore, Trang An Travel also arrange in order that staff can take part in Tourism conferences on sharing skills and experiences about Tourism business held by domestic and foreign organizations 3.2 Research Problems Recommendation The practice of English in Trang An Travel is relatively good, and it still has some problems to consider Through experiences obtained during the one-month internship and my knowledge background I propose some problems to research on:  Errors when drafting business correspondence relating transaction with customers or partners Business correspondence is very important in transactions of company It’s considered as confirmation of company for customers or partners Therefore, it should not have any errors And company need to put forward a writing course to improve this situation  The grammatical errors in reading and writing some business reports or documents It’s basic fault which staff should avoid when writing text Because, its can result in misunderstanding Therefore, company must improve this condition  The company need to improve some problems with translating English documentary 10 PART 4: TOPIC PROPOSAL FOR GRADUATION REPORT “Problems with translating English in Trang An Travel., JSC and possible solutions”  Rationale for the research In the global market, English is the third most widely – spoken language in terms of native speakers, of which it has at least 330 million Translation is important because no everyone speaks English well English is the most commonly spoken language But that doesn’t mean you can overlook all the people who don’t speak it And just because a person can speak some English, that doesn’t mean they can speak it well enough to cope in all situations Moreover, translation is important because people prefer their native language and it can connects the global economy And also is tourism company, Trang An International Travel and Media Joint Stock Company usually uses English translation When translating for company, it’s important to get it right the first time And the company always chooses qualified human translators to ensure your outreach efforts don’t end up a word salad Particularly, standard translation will help company communicate with their international customers in the language they prefer to use Translation is one of the most important role in Trang An Travel., JSC 11 CONCLUSION The key of success of Trang An International Travel and Media Joint Stock Company is the best quality with competitive prices The company also creates trade links between domestic and foreign enterprises It attaches special importance to training managers and staffs who are competent, professional, dynamic, creative and highly adaptable is also the key for Trang An Travel to accomplish the goal of becoming the leading travel company in Vietnam During one month doing the internship as an office staff at Trang An Travel., JSC, I possessed the a opportunity to apply the knowledge obtained at ThuongMai university into reality and learn more about skills, attitudes, methods of working, communication in business environment, generating valuable experiences that helps me give out the clear direction for my future career Through my experiences obtained during the one-month internship and my knowledge background, I conducted this report in order to figure out my experiences in internship program in Trang An Travel I would love to give my sincere thanks to teachers in English Department of ThuongMai university and all managers and colleges at Trang An International Travel and Media Joint Stock Company for helping me to accomplish this report Hanoi, January 27th, 2018 Student Nguyen Thi Huong Ly 12 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: https://www.trangantravel.com.vn/ Trang An International Travel and Media Joint Stock Company, synthesis report from 2014 to 2017 Trang An International Travel and Media Joint Stock Company, annual summary report Alastair M Morrison (2013), Marketing and Managing Tourism Destinations 13 ... https://www.trangantravel.com.vn/ Trang An International Travel and Media Joint Stock Company, synthesis report from 2014 to 2017 Trang An International Travel and Media Joint Stock Company, annual... 1: OVERVIEW OF TRANG AN INTERNATIONAL TRAVEL AND MEDIA JOINT STOCK COMPANY 1.1 General introduction about Trang An Travel Trang An International Travel and Media Joint Stock Company is established... is important because people prefer their native language and it can connects the global economy And also is tourism company, Trang An International Travel and Media Joint Stock Company usually