BÁO CÁO THỰC TẬP bằng Tiếng Anh tại Khách sạn - internship report - ZALO 0362 073 722

Dịch vụ viết thuê báo cáo thực tập tốt nghiệp – ZALO 0362 073 722
i
TRƯỜNG ___________
KHOA TIN HỌC – NGOẠI NGỮ
----------
‘
BÁO CÁO THỰC TẬP TỐT NGHIỆP
Chuyên ngành: Tiếng Anh Thương Mại
GVHD :
SVTH :
Lớp :
Khóa :
Đà Nẵng, 2022

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TABLE OF CONTENTS
CHAPTER1: INTRODUCTION OF DANANG GOLEN BAY HOTEL ....... 3
1.1. General information about Danang Golden Bay Hotel...................................... 3
1.2. The formation and development ........................................................................... 3
1.3. The organizational structure and management structure ................................. 4
1.3.1. The organizational structure .......................................................................... 4
1.3.2. The management structure............................................................................. 5
CHAPTER2: MY JOB DESCRIPTION................................................................. 7
2.1. General introduction of my job............................................................................. 8
2.2. Stages of working at the Danang Golden Bay Hotel ......................................... 8
2.3. The situation use English to communicate at Conciergre Bus at Danang
Golden Bay Hotel.........................................................................................................25
CHAPTER 3: LESSONS LEARNT.......................................................................27
3.1. Lessons about confidence and initiative ............................................................27
3.2. Lessons of practical experience ..........................................................................27
APPENDIX..................................................................................................................29

2
ACKNOWLEDGEMNT
To complete this graduation internship report, I have received a lot of help from
teachers, family, friends, ...
During my internship at the hotel, I learned a lot of knowledge and information to serve
this report. Although there were only 2 months of internship, this was a good chance for
me to approach the practice. I would like to express my sincere thanks to the hotel
management board for enabling me to work at Danang Golden Bay Hotel, especially
those who have guided and facilitated me to complete the report.
I want to take opportunity to say thank Ms Hoang Thi Huong Giang my instructor
teacher who teachers and supports me a lot, gives me useful advice and enthusiastic
guidance during in my internship.
I would like to express my depest gratitude to family ang friend's care in the past three
years.
Thank you so much!
Student
LE THI MY HANH

3
CHAPTER 1: INTRODUCTION OF DANANG GOLDEN BAY HOTEL
1.1. General information about Danang Golden Bay Hotel
Danang Bay Hotel is located near Thuan Phuoc Bridge. It is about 6 km from the
city center and about 9 km from Danang Airport. With only 15 minutes, you can visit
the Cham museum area located right next to the Dragon Bridge, My Khe beach, Linh
Ung Pagoda, the verdanter Son Tra Peninsula, Ngu Hanh Son District, Non Nuoc stone
village, or farther you can reach 2 monuments of culture heritage world is Hoi An and
My Son Sanctuary with 32km away. In addition to visiting famous Da Nang landmarks,
shopping at famous markets is not too difficult.
 Company’s name: Hoa Binh company
 Name of the hotel: Danang Golden Bay Hotel’
 Address: 01 Le Van Duyet St, Son Tra Dist, Da Nang City, Viet Nam
 Telephone: (+84) 236 3 878 999
 Website: www.dananggoldenbay.com
 Email: info@dananggoldenbay.com
1.2. The formation and development
Situated right at the junction where the Earth, the Sky and the Ocean blend,
combining the philosophy of feng shui, the idea of gold and the aim of bringing the real
hospitality, Danang Golden Bay is a fulfillment of Hoa Binh Green Corporation, the top
5 Group in Vietnam.
- In 1989, Hoa Binh Complex was created by 9 veterans with the aim to build a
brewery and beverage factory.
- In 1993, Hoa Binh Limited Company is official established in Hanoi.
- In 2006, Somereset – Hoa Binh Liability Limited Company Venture joint with
Somerset – Ascott Singapore.

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- In 2015, Established Hoa Binh Green City at 505 Minh Khai, Hai Ba Trung
Dist, Hanoi.
- In 2016, Deploy the Hoa Binh Green Danang project – the precursor of Danang
Golden Bay today.
1.3. The organizational structure and management structure
1.3.1. The organizational structure
Director
Vice
Director
Reception
Reception
Manager
Staff
Housekeeping
Housekeeping
Manager
Staff
Restaurant
Restaurant
Manager
Staff
Kitchen
Staff
Security
Staff
Engineer
Staff
Sale
Manager
Staff
Accoutanting
Manager
Staff

5
1.3.2. The management structure
 Director:
The Director is responsible for organizing and operating the hotel as required by
General Assembly. Hotel management is under of the control of the company and
General Administrators, implementing other tasks such as potential client relations,
local government relations, business operations management Sales of their units
according to the division of labor.
 Vice-Director
Assist the CEO in the management and management of the hotel. When the CEO is
absent, the deputy general director is in charge of solving the affairs of the hotel.
 Reception Manager
The reception has the function of a bridge between the guest and the hotel services,
which is responsible for the reception, check-in and check-out, combined with other
services to meet the requirements of guests.
 Restaurant Manager
Director
Vice Director
Reception
Manager
Super
-visor
Super-
visor
Staff Staff Staff Staff
Staff Staff Staff
Head
Chef
Restaurant
Manager
House
keeping
Manager
Security
Manager
Sale
Manager
Accountant
Manager
HR
Manager
Staff Super-
visor

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Catering to the needs of guests in the scope of able to meet. Therefore, they have
the task of setting up menus, arranging storage and storage to avoid them. In case of
lack or excess of fuel, causing damage and causing waste.
 Head Chef
The chef is responsible for processing the menu items requested by the guest or the
menu of the restaurant down, the implementation of food safety standards.
 Housekeeping Manager
Room staff is responsible for cleaning the guest room, lobby areas, stairs, and lobby
of the hotel. Monitor the use of equipment in the bedroom, the area in the bedroom. The
hotel room situation for the reception every day.
 Security Manager
They have the task of ensuring the security of hotel.
 Sale Manager
Be in charge of business, marketing, market research and competitive intelligence;
Do business in terms of statistics, analysis, evaluation of business performance.
 Accounting Manager
Accountants decide on financial strategies, looking for voices and resources for
the hotel. To make vouchers to prove the reasonableness of the establishment and use of
business voids on the basis of vouchers and combinations of expenses for business
purposes and separately calculated for each service in order to determine the business
results. of each and every part of the hotel. financial planning, weighing assets by
month, quarter, year. Analyze the change of assets to report to the Board of Director.
 Human Resource (HM) Manager
Carry out the tasks related to the management and issuance of regulations on
management and administration of working regulations and disciplines. Human
resources are responsible for managing the labor force in the hotel, recruiting labor
when the department in the hotel needs to add human resources.

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CHAPTER 2: MY JOB DESCRIPTION
2.1. General introductionof my job.
Intership duration 8 weeks (from March 1𝑠𝑡
,2019 to May 1𝑠𝑡
,2019)
- Major intership tasks working as:
 Welcoming customers
 Talking to customers
 Picking up guests to locations around the city
- Instructor:
 Name: NGUYEN BA VU
 Position: Front Office Manager
 Phone number: 0905.140.213

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2.2. Stages of working at the Danang GoldenBay Hotel
From March 1𝑠𝑡
,2019 to March 31𝑡ℎ
,2019
DATE TIME DAILY
March 1𝑠𝑡
8:00am – 16:30pm
+ Meeting human resource
manager
+ Learning about hotel’s
general information
+ Learning about Front
Office Department such as
room map, operation hours
March 2𝑛𝑑
8:00am – 16:30pm
-Reception:
+ Welcoming customers
+ Observing how a
receptionist works
March 4𝑡ℎ 8:00am – 16:30pm
-Reception:
+ Observing how a
receptionist works
+ Supporting to copy the
passport
+ Arranging documents
check in or check out
March 5𝑡ℎ
8:00am – 4:30pm
-Reception:
passport
+ Clearing table
+ Inviting customers to
drink water when checking

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in
March 7𝑡ℎ
14:00pm – 22:30pm
-Reception:
passport
- Conciergre Bus:
+ Talking to customers
+ Keeping track of the
number of guests booking
shuttles bus around the city
+ Guiding guests to
locations in the bus map
+ Explaining all your
questions during the city
schedule
March 8𝑡ℎ
6:00am – 14:30pm
- Restaurant:
+ Elevatoring support for
guests
+ Luggaging keep for
guests
- Conciergre Bus:
+ Guiding guests to

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schedule
March 10𝑡ℎ
14:00pm – 22:30pm
-Reception:
passport
- Conciergre Bus:
+ Guiding guests to
schedule
March 11𝑡ℎ
8:00am – 16:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
+ Guiding guests to

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schedule
+ Picking up guests return
to the hotel
+ Shuttle bus record in the
day
March 13𝑡ℎ
10:00am – 18:30pm
- Conciergre Bus:
+ Guiding guests to
schedule
to the hotel
day
March 14𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
+ Preparing cold towels for
guests
+ Introducing the places in

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the map
to the hotel
day
March 16𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:
+ Guiding guests to
schedule
to the hotel
day
March 18𝑡ℎ
7:00am – 15:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
+ Guiding guests to

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schedule
to the hotel
day
March 19𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:
+ Guiding guests to
schedule
to the hotel
day
March 21𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
guests
+ Guiding guests to

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schedule
to the hotel
day
March 22𝑡ℎ
7:00am – 15:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
+ Guiding guests to
schedule
to the hotel
day
March 23𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:

15
the map
to the hotel
day
March 26𝑡ℎ
13:00pm – 21:30pm
- Concierge Bus:
the map
to the hotel
day
March 27𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
guests
the map
to the hotel

16
March 28𝑡ℎ
8:00am – 16:30pm
- Restaurant:
guests
guests
- Conciergre Bus:
the map
March 30𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:
the map
to the hotel
day

17
From April 1𝑠𝑡
,2019 to May 1𝑠𝑡
,2019
DATE TIME DAILY
April 1𝑠𝑡
13:00pm – 21:30pm
- Concierge Bus:
the map
+ Picking up guests return to
the hotel
day
April 2𝑛𝑑
14:00pm – 22:30pm
- Concierge Bus:
the map
the hotel
day

18
April 4𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests
+ Luggaging keep for guests
- Conciergre Bus:
guests
schedule
the hotel
April 5𝑡ℎ
7:00am – 15:30pm
- Restaurant:
guests
- Conciergre Bus:
the map

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the hotel
April 7𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:
the map
the hotel
day
April 8𝑡ℎ
8:00am – 16:30pm
- Restaurant:
guests
- Conciergre Bus:
the map
the hotel
April 9𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests

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- Conciergre Bus:
guests
the map
schedule
the hotel
April 12𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:
the map
the hotel
day
April 13𝑡ℎ
13:00pm – 21:30pm
- Concierge Bus:

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the map
the hotel
day
April 15𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests
- Conciergre Bus:
guests
the map
the hotel
April 16𝑡ℎ
7:00am – 15:30pm
- Restaurant:
guests
- Conciergre Bus:

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the map
the hotel
April 18𝑡ℎ
6:00am – 14:30pm
- Restaurant:
guests
- Conciergre Bus:
guests
the map
the hotel
April 19𝑡ℎ
14:00pm – 22:30pm
- Reception:
passport

23
- Concierge Bus:
the map
the hotel
day
April 20𝑡ℎ
14:00pm – 22:30pm
- Concierge Bus:
the map
the hotel
day
April 23𝑡ℎ
8:00am – 16:30pm
- Restaurant:
guests
- Conciergre Bus:

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the map
the hotel
April 24𝑡ℎ
7:00am – 15:30pm
- Restaurant:
guests
- Conciergre Bus:
the map
the hotel
April 25𝑡ℎ
13:00pm – 21:30pm
- Concierge Bus:
the map
the hotel
day

25
April 26𝑡ℎ
14:00pm – 22:30pm
- Conciergre Bus:
the map
the hotel
day
2.3. The situationuse Englishto communicate at Conciergre Bus at Danang
GoldenBay Hotel.
In my intership, I really feel that the initiative in every conversation is very
important. Start with a smile and come to a conversation for guests to feel friendly and
always be concerned. When I answered in the conversation, I must use English sentense
to communicate with foreign guests.
In particular, the hotel uses greetings in Vietnamese instead of saying hello in
English. That's what I feel is great.The first, I always start with sentences:”Xinchao”, “
How may I assist you?”. The second, I often use sample sentences to pose the question
to ask information about guest: can/ could/ would you give me your number?, Can I
know room number? Please. Would you like to return to the Hotel by Bus or Taxi? The
third, I always notice how to close the conversation poliety. Always say “ thank you so
much”/ “ goodbye see you later”
For example, some conversations:
G: Guest S: staff
S: Xinchao, How may I assist you?
G: I want to go to My Khe beach now, how should I go?
S: You can go by shuttle bus to our hotel, at 3:30pm. You can also come back to the
hotel by shuttle bus, if you want hihi. I give you a map to track the bus schedule.

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G: Where do I stand to pick up the car?
S: Come over there(lobby). But, Now you must wait 5 minute.
G: Ok. Thank you so much.
S: You’re welcome.Goodbye see you.
* Shuttle Bus around city:
S: Xinchao, How may I assist you?
G: I want to go to Lotte Mart.
S: Excuse me. You want to go by Shuttle bus or taxi?
G: Taxi.
S: Ok. I will call for you. Just a moment.
G: Ok. Thank you.
S: Not at all. Goodbye.
G: I want to go Han Market by Shuttle Bus. Can you help me?
S: Yes. Wait 2 minute.
S: Follow me. Let’s go together.
S: Please. Can I know room number?
G: 2435
S: Would you like to return to the hotel by bus or taxi?
G: I don’t need/ no Idea.
S: Yes. Thank you so much.
In the above situation, when greeting guest, saff say “xinchao”. It’s impolite and
only be used with friends or your colleagues. I met and interacted with many people
from different countries. There are many people who love to talk, they show me about
their travels. But also people who are afraid to talk and are hard to contact. During the
internship, I met mainly Koreans. They are quite friendly, happy and especially very
good at speaking English.
In the process of working, I feel confident talking to foreigners, happy and friendly
with people and especially more responsible for work. Besides, vocabulary, listening
and speaking are slow and I need to improve further.

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CHAPTER 3: LESSONS LEARNT
During the 2 month intership at Danang Golden Bay Hotel. I learned a lot of
knowledge, experience and working skills.
It helps me complete myself. It also helps me to communicate and integrate with
people from many different countries.
3.1. Lessons about confidence and initiative
When I started receiving work at the hotel, the first thing I learned was confidence
and initiative.
Confidence is to believe in your ability and be initiative in every job. Self-
confidence is always accompanied by initiative.
The initiative and confidence in work as well as in life will help us master the
work that directs things according to our own will. Also the bad things happen at work.
When practiced at a hotel, most of us have to learn for ourselves that is a
motivation for me to try to complete my work. Because each person there are personal
work and not always have the time to train.
I always smile with customers to start the communication. A smile is something
very sacred to create a complete conversation.
Initiative capture customers' needs in order to meet what they need, be dynamic to
understand their psychology.
3.2. Lessons of practical experience
The school is the time for students to receive specialized knowledge, I still have
not enough experience to solve real problems.
Internship is an opportunity for me to directly apply the knowledge in the school
to the practical working environment. The working environment will be very different
when sitting on an auditorium chair to gain knowledge. Although the position was a
trainee, I was still assigned a task like an employee.

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Lessons outside the curriculum, beyond what I once thought would teach me, help
me grow more in recognition, review and problem solving. Being able to work in a real
environment, given the opportunity to apply the knowledge I have learned at work, ... I
quickly found my own gap to be able to continue to improve. At the same time with the
help of experienced people at the practice site, I have lessons to avoid mistakes during
this practice.
Know more about professional skills as well as soft skills in the process.
The internship is a great opportunity for me to step from the school book pages to
work out of reality. To improve yourself, give yourself the experience of valuable
lessons for later work.

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APPENDIX

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THE HOTEL’S REMARK
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THE TEACHER’S REMARK
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BÁO CÁO THỰC TẬP bằng Tiếng Anh tại Khách sạn - internship report - ZALO 0362 073 722

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