Đề tài: An Internship Report On Lavender Hotel Reception Process Of Front Desk Officers in 2018
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Đề tài: An Internship Report On Lavender Hotel Reception Process Of Front Desk Officers in 2018
- 1. MINISTRY OF FINANCE UNIVERSITY OF FINANCE- MARKETING FOREIGN LANGUAGE DEPARTMENT A REPORT ON LAVENDER HOTEL RECEPTION EXPERTISE OF FRONT DESK OFFICERS IN 2018 SUBMITTED TO Foreign Language Department University of Finance – Marketing SUBMITTED BY Supervisor : Chu Quang Phe, M.A. Reporter : Vo Hanh Tram Anh Student’s code : 1421003976 Class : 14DTA1 Course : 2014-2018 Ho Chi Minh City, May, …, 2018
- 2. Acknowledgments To complete the report, it would not be done without any assistance. The reporter gives acknowledgement to Lavender Central Hotel for creating an opportunity in order to make the internship report in the best environment at the time as a requirement of completing my Degree in English Linguistics. First of all, she would like to express her endless thanks and gratefulness to her Front Office Manager Mr.Phan Ngoc Chuong, her team leader Mr.Phan Ngoc Giang and all front office staff in Lavender Central Hotel. They kindly supported her and gave advice going through the process. Thank for their encouragement, comments and instructions, the report would have been impossible to be done effectively. Especially, she would like to express her thankfulness to her lecturer, Mr.Chu Quang Phe, taught, guided and supported her a lot during her internship. So far, she states her thanks to the University of Finance and Marketing for providing her grant to pursue an opportunity to complete her degree. At last, she would like to express her deepest gratitude to other teachers’ guidance, friends’ support and cooperation for helping her and transferring precious experience for her whole life. Her thanks also approve to her family for their endless love, motivation, and assistance all the time. Because of her limited knowledge, it completely cannot avoid problems and mistakes. Therefore, she hopes to receive some of the comments from her teachers as well as her company. Thank you and best regards, Reporter Vo Hanh Tram Anh
- 6. Page iv ABBREVIATIONS Abbreviations Meaning Co., Ltd Limited Liability Company HCM Ho Chi Minh HR Human Resources FO Front Office VAT Value Added Tax
- 7. Page ii
- 8. Page ii LIST OF FIGURES Figure 1. Guest recycle .........................................................Error! Bookmark not defined. LIST OF TABLES Table 1. The statistics of visitors (2015-2017) ...................Error! Bookmark not defined. Table 2. Total revenue of each division (2014-2016).........Error! Bookmark not defined.
- 9. Page iii TABLE OF CONTENTS LAVENDER HOTEL’S REMARKS-------------------------------------------------------------------i INSTRUCTOR’ COMMENTS--------------------------------------------------------------------------ii EVALUATOR’S COMMENTS------------------------------------------------------------------------iii ABBREVIATIONS---------------------------------------------------------------------------------------iv LIST OF FIGURES----------------------------------------------------------------------------------------ii LIST OF TABLES-----------------------------------------------------------------------------------------ii TABLE OF CONTENTS--------------------------------------------------------------------------------iii INTRODUCTION -----------------------------------------------------------------------------------------1 1. Reasons for the report ..........................................................................................................1 2. Objectives of the report........................................................................................................2 3. Significance of the report .....................................................................................................3 4. Organization of the report...................................................... Error! Bookmark not defined. 5. Basic concepts.......................................................................... Error! Bookmark not defined. 5.1. Front office....................................................................... Error! Bookmark not defined. 5.2. Reception expertise ........................................................... Error! Bookmark not defined. CHAPTER 1: INTRODUCTION TO LAVENDER HOTEL---- Error! Bookmark not defined. 1.1. Foundation ........................................................................... Error! Bookmark not defined. 1.2. Development ........................................................................ Error! Bookmark not defined. 1.3. Infrastructure......................................................................... Error! Bookmark not defined. 1.4. Hotel’s business operations................................................. Error! Bookmark not defined. 1.4.1. Main source of customers............................................... Error! Bookmark not defined. 1.4.2. Business situations in the period 2014- 2016 ................... Error! Bookmark not defined. 1.5. Mission and vision ............................................................. Error! Bookmark not defined. 1.5.1. Mission......................................................................... Error! Bookmark not defined. 1.5.2. Vision........................................................................... Error! Bookmark not defined. CHAPTER 2: WORK EXPERIENCES ----------------------------- Error! Bookmark not defined. 2.1. Career objectives ...................................................................Error! Bookmark not defined. 2.2. Duties and responsibilities...................................................... Error! Bookmark not defined. 2.3. Job descriptions during the internship ..................................... Error! Bookmark not defined. 2.3.1. Week 1.......................................................................... Error! Bookmark not defined. 2.3.2. Weeks 2-4...................................................................... Error! Bookmark not defined. 2.3.3. Weeks 5-6...................................................................... Error! Bookmark not defined. 2.3.4. Weeks 7-8...................................................................... Error! Bookmark not defined.
- 10. Page iv 2.4. The reporter’s daily tasks ....................................................... Error! Bookmark not defined. 2.5. Orientation............................................................................ Error! Bookmark not defined. 2.5.1. Check-out process .......................................................... Error! Bookmark not defined. 2.5.2. Check-in process............................................................ Error! Bookmark not defined. 2.6. Achievements........................................................................ Error! Bookmark not defined. CHAPTER 3: EXPERIENCES AND RECOMMENDATIONS Error! Bookmark not defined. 3.1. Advantages of reception expertise in Lavender Hotel............... Error! Bookmark not defined. 3.2. Disadvantages of reception expertise in Lavender Hotel........... Error! Bookmark not defined. 3.3. Experiences........................................................................... Error! Bookmark not defined. 3.4. Recommendations for Lavender Central Hotel......................... Error! Bookmark not defined. CONCLUSION----------------------------------------------------------- Error! Bookmark not defined. REFERENCE------------------------------------------------------------- Error! Bookmark not defined.
- 11. Page 1 INTRODUCTION 1. Reasons for the report Viet Nam is becoming one of the tourist destinations. Tourist arrivals in Vietnam have continued to rise in recent years. The figures released by the Vietnamese National Administration of Tourism, Vietnam received 4.218 million international tourists in 2008, the number was 3.8 million, down 11% in 2009. In 2012, Vietnam received 6.84 million tourists. This was a 13% increase from 2011 figure of 6 million international visitors, which was a rise of 2 million visitors relative to 2010 arrivals. In 2016, Vietnam welcomed 10 million international visitors which represented a 26% increase from the previous year. Tourism, a non-smokestack industry, has a lot of complicated components and also plays an important role in the modern economy. Since the scientific - social revolution, machines have replaced labor workforce when people have leisure time for taking shape their needs of seeking and discovering new things, therefore, they would like to take a trip for traveling. To support the tourism development, Vietnam’s Government has increasingly invested in hotels, restaurants, and entertainment. As people have already known, Ho Chi Minh City is one of Vietnam’s huge tourism destinations that tourists visit each year. Thanks to rich historic heritages, cultural diversity and geographic advantages, Viet Nam remains a big attraction for foreigners. According to Tourism Marketing Department, under the Viet Nam National Administration of Tourism, in just six years (2010-2016), the number of international arrivals to Viet Nam doubled to ten million, while it took as many as 15 years (1994-2010) to go up from one million to five million. With those advantages of beautiful landscapes and nature, guests are completely satisfied by dedicated and experienced staff within well-evaluated service. As a student majoring in Foreign Language, the reporter has passion and enthusiasm for a number of subjects relevant to tourism. Then she decides to work
- 12. Page 2 as an intern in Lavender Central Hotel, one of the 3-star hotels in district 1. During the internship, she finds the importance of reception process to the hotel, therefore, she decides to conduct a report on the topic: “An Internship Report On Lavender Hotel Reception Process Of Front Desk Officers in 2018”. With a hope of applying many of the lessons that lecturers taught to practice, she also wants to get more experiences for her future career. Furthermore, as an intern in Lavender Central Hotel, with the knowledge the reporter has learned, she found that most of the customers are pleased with the professionally current customer services which are recently more remarkable than its rivals. However, the report of this issue has not ever been mentioned, the reporter believes that it can support the hotel to find out the strengths and the weaknesses in the jobs to improve for more efficiency which are useful for the hotel. 2. Objectives of the report The service in the hospitality industry, especially in hotel one is absolutely imperative to tourism in general and hotel business in particular. Hotel is found as an establishment which provides food, shelter and other amenities for comfort and convenience of the visitors with a view to make a profit. Yet such a fiercely competitive industry, it possibly develops their ability in the domestic market and the arena. Thanks to good location as well as modern infrastructures, Lavender Central Hotel is highly evaluated by a large number of guests and customers’ gratification. Furthermore, the current small amount of work is indeed the advantage of providing real customer service. If the marketing is not likely expected, the hotel quickly changes to offer the best value for guests. Nevertheless, the hotel whose little-known reputation has no innovation in its management. Not only lack of the cooperation between different divisions but also shallow skills has never been benefits for a 3-star hotel. As a consequence, the reporter hopes this report to provide the assistance for meliorating working
- 13. Page 3 processes, creating opportunities for better services and running reception process smoothly in the future. It can be as well a useful information for Front Office Department of the hotel, especially for the Receptionists and for hotel’s staff generally, from this report they can make a review of their roles and activities. 3. The significance of the report The reception division of the hotel is the department interacting with guests. Because of its functions and processes, it is sometimes called the heart of the hotel. Hotels may not have F&B facilities but must have a reception department and the hotel can impossibly run without a reasonably organized one to keep an eye on operations. All these result in accuracy and time-saving in the processing of collecting necessary information and cashier jobs. Especially, it plays an important role in creating the reputation of the hotel. This report in favor of a distribution for the current working process in Lavender Central Hotel brings to the reporter her practically precious experiences after the internship. The hotel in which she has worked understands its recent business facts and the greatest access to gain in high-quality services throughout the reception process. In addition, the report’s findings are useful references for the other students in the University of Finance- Marketing and Foreign Language Department. Significance of the Study:-The paper is a case analysis to understand the current Front Office practices and the related guest satisfaction, an important component for hotel chain like Taj Hotels, Resorts and Palaces to retain their brand name and customer loyalty .It is essential that each property maintains the standard of the group of company and brand .As different international brands are entering the Indian market, the company needs to retain its position in the ever growing competitive market. The findings of the study will also assist in formulating an action plan for the future improvements in the Front Office practices. The study will help those aspiring to join the hotel industry to understand the kind of practices existing in the Hotel Front Office, the guest expectations and theirpreferences. The study will help the researcher in better understanding
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