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Báo Cáo Thực Tập Ngôn Ngữ Anh
Acknowledgements
To complete the graduate internship report, the author has received a lot of support
from teachers, family, friends ...
The author would like to extend my sincere thanks to teachers’s
…………University has enthusiastically communicated to the authors of knowledge,
experience of a lifetime during the 5 years of training under the roof of the school.
During the fact-finding in the company, the authors have learned a lot of knowledge
and gather more information needed to cater for your thematic. However only three
months but this is the good opportunity to approach the author and reality of a business
unit economics. The author would like to extend thanks to the directors, especially sales
department of Hoang Anh Gia Lai hotel (HAGL hotel) supply all officials and employees
create favorable conditions for authors complete this symposium.
Finally, please send our thanks to all family and friends for their support, help
authors during the past.
Full name of student

Chapter 1 Introduction
1.1. Rationale
When human life is ever growing, the demand of the people is raised, from dining
needs, needs to wear and leisure needs to learn nature explore the world around us, along
with the development of society and other trades, tourism as an industry "smokeless
industry" also known as "the chicken laysthe golden egg ". The tourism industry is being
transformed with the development of the country.
Our country with historic tradition with 4000 years and countries with
longstanding cultures with different resources, abundant nature. And now our country is
agricultural country from subsidized mode switch to market mechanisms to promote and
develop the country's economy, especially the tourism industry today with more
resources, nature and many legacies, it attracted many tourists bring more income,
creating more jobs and now Vietnam is the destination of the Millennium with many
famous UNESCO World Heritage site.
To strengthen the knowledge and theories learned in school to gain experience to
apply in life, understand the profession, the sequences, the operation on the table at
Campus internships, draws strong knowledge than to prepare for life. In real time the
inevitable shortcomings, I'm looking forward to the help by teachers and leaders of
Hoang Anh Gia Lai hotel help me complete the internship and graduation report.

1.2. Aim of study
Based on the actual data of the company and with their recognition, they will analyze the
strengths and weaknesses in the work of business, human resource management in hotels,
which offer a number of solutions
1.3. Scope
Area hotels HAGL about collect information related to hotels, products;
Selection receptionist
1.4. Methodology
The method was applied to the study of topics including: statistical methods to analyze
business operations of the hotel. Besides, using secondary information collected and
analyzed selectively affects the level of business activity.
1.5. Theoretical background
1.5.1. Using the simple sentence
Guests of the Inn at hotels often are those that come from many different countries
and not all of us are good at English. Therefore, you should use the simplest
sentences, to communicate with them, avoid long and complicated sentences. You
also need the articulation, slowly so that you can understand.
1.5.2. Noting the decency
How to speak well are polite, could not speak with guests such as talking with
friends. When asked, you should use the following sentence form 4:
• May I. ..
• Would you ...
• Could you ...
• Shall I. ..
3. Avoid slang

Slang is the words of local characteristic, of a middle-class person that not
everyone understands.Furthermore, the slang saying no solemnity, you shouldn't
use.
E.g. ko should say OK, YEAH.. that should say: Certainly, Yes, Of course,
a.. There are many foreign ng heard from "Western man" so absolute, you don't
use this word to talk about them,
4. Pending listen up
When not listen up, you should politely ask customers to repeat. I beg của Parson
. Pardon me?
. I am sorry. I do not undersand. Could you please repeat that?
5. When you do not know the answer to Ko said, "I do not know" because your task is to
answer customer questions. You can say: One moment, please. I'll check for you
. Then you asked superiors or colleagues.
6. Greeting:
You should always enthusiastically greeted guests, so they feel no gas here. If you can
remember the name of the hotel was very good, but be polite attention. Do not just say
"HELLO" which should say: Good morning, Mr. Dickinson. Good afternoon, sir /
madam. May I help you? Good evening, sir / madam. Welcome to the Rex hotel. In the
evening, when guests return to the hotel, you can say: How are you today, Mr. Davis?
1.5.2. Receptionist
a. Definition
Hotel Front Office Role of reception: Occupation front of the hotel occupies an important
position occupations in business nganhkinh hotel and decided to success or failure in
business enterprises.Hotel Receptionist is the first and the last person to represent the
hotel to pick up, contact and customer practices; who played an important role in
promoting introduced trongviec hotel, attracting and keeping customers; people need to
be professional, fluent in foreign languages, appearance, have the ability to communicate

and behave with understanding cultural - social. Every gesture, action, employment of
receptionists are affecting consumer decision of tourists. Activity hotel business is
operated by many different parts as parts Chambers, Bar, Table ... but all the activities of
the department are related to the operation of the hotel reception . Because of the
importance of the front part of the business of such property so the manager of the hotel
very much to pay attention to the activities of this department.
b. Understanding
Reception reception guests perform as: laundry, receive and forward mail,
newspapers, luggage ... for guests. Transfer of customer service to restaurants, service
centers, travel agencies, convoys and other services. Coordinator for hotel clients in the
long term or short term. Doing paperwork for visitors, travelers. Create a record of
customers, storage and analysis of customer material. Promptly reported to the board of
directors of tourists, about the consumption of the product, sales and other special needs
of the guests.
The reception is also involved in the operations room, study and predict the
property market, the rents in the planning room and business promotion room.
Designing and maintaining computer systems in hotels, fetch the correct data into
the computer system features, updates and data on the cost of renting rooms. Ensuring
information through timely access to the board of directors required ....
1.5.3. Communication
a. Definition
Communication is the sharing of thoughts, feelings information with one or more
people. In communication, we often use words to express their thoughts and to exchange
information with others. But communication is not simply talk with someone which also
involves a lot of other issues, such as how you say? You understand communicate with
his audience like? How do the two sides can understand and exchange information? How
do you communicate that to time results as you expect ...?

b. Understanding
Interface language: Language is a means to express one's thoughts. When you
want to talk or communicate with someone, you have to use language to convey the
message that you want to express. Language is a communication tool that we are using it
daily. But in order to communicate more effectively and convey the information that you
would like to speak clearly and won the hearts of others is something that everyone needs
to learn.
The user interface language, you Notes: The tone of the speech: Moderate, easy
going, not too loudly, too loud or too small talk ... When talking to focus on the topic
being discussed, in order to avoid fragmented thoughts canopy leads to not understand
the story. When the object is said to communicate, we should listen to absolutely avoid
interrupting or rob the words of the speaker when they are not fully aware of their
talk. While communication should avoid " unhesitatingly, "without regard to the attitude
of the object communication. Or give a lot of questions at the same time that other people
could not answer.
When we talk about a certain topic, if we are not clear, it is time to listen and not
"said hammer", ie to ensure honesty and accuracy in their words. Do not conservative
appreciate your comments that do not respect the opinions of others. Communication
does not use the language (non-verbal communication): We use body language, facial
expressions, eye describe what we mean to say. This skill is important because it makes
your communication more effective. Try to incorporate the language used to
communicate not with what you are saying to your message meant what you want to say.
The expression has positive effects in communication do not use language you
should learn collection and use: When talking or exchanging a certain problem, then you
must face towards the object of communication, posture par can stand or sit, avoid at
higher or lower position than his subjects. face always expressed affable, expressed
interest in the words of the object, depending on the contents of stories that express

anxiety, empathy or fun .. . While communication you should maintain eye contact with
the audience's eyes to communicate. There are signs of approval or listen expressed as:
nod ...
You should refrain from the following actions because actions This action has no
positive effects to your conversation: Do not look at the object communication. scowling
face, frowning ... eyes look away while the subject is talking. There are actions can is not
interested in the words of objects such as books, newspapers, documents, always glance
at the clock or do a particular job that ... face expressed restless, anxious seems hurry to
go somewhere no attention to the objects themselves are saying ... For your
communication effectiveness, to communicate to your audience feel respected, to you
and your audience better understand the the exchange of information, you need to pay
attention and listen to the feedback.
Listening: Listening is the ability to receive and understand the message the
audience wanted to say. Be as you are paying attention to the speaker by nodding or react
responded with a brief statement showing your intent as: Yeah, well, so well, so u ... Do
not interrupt say when you're listening to! Listen and open-topic, do not criticize
critics.Feedback: Mean use his words to repeat the content of the story that the object is
said in the statement brief summary. The purpose is: To my understanding and accurate
information about the object in place, avoid misunderstandings like "he says chicken,
duck she said." Sometimes we think we understand, but often people say that we do not
understand! In that case, use this skill to help us better understand the message that the
speaker is referring.

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