The report of my internship with Hotelbeds : Pacific World (Thailand) Co., Ltd.

CHAPTER 1

INTRODUCTION

Before starting to mention about Cooperative Education in Tourism Industry, I would
like to introduce myself briefly first. I am the 4th year student who is presently taking a
tourism industry major of Bachelor of Arts. I have spent my time for 3 years on studying in
several classes to get to know the core and necessary lessons and knowledge so that I can
apply or adapt the classes with my work integrated learning and more importantly with my
future career. I have studied hard and spent my effort on every single lesson from college;
even so my knowledge and experiences from the classes are still not enough for me to boost
my future career. Therefore, to lead the way as well as to obtain the working experiences, my
college realizes that the student should be provided a chance to experience and gather the
knowledge from the real workplace. Then from the kind support of my college, I have such
an amazing chance that I never thought that I could have it in my life to be part of 2 great and
professional destination management companies: Exotissimo Travel (Thailand) Co., Ltd for
my Pre-Cooperative Education and also Pacific World (Thailand) Co., Ltd for this internship.

As far as I am concerned, the Cooperative Education in Tourism Industry: Work
Integrated Learning is totally completely essential for all those who are the 4th year students
like me. Personally this work integrated learning course or this internship is just like the path
way to lead the students to enhance their future careers as well as to give them the ideas of
working in tourism field or even to hit the goals of their careers for those who are fond of
working in hospitality and tourism industry. I strongly feel like I am luckier than some
students that I had such a wonderful opportunity to experience the real workplace or the real
working environment with 2 professional and excellent destination management companies
for more than 6 months. One was Exotissimo Travel (Thailand) Co., Ltd and the other one
was Pacific World (Thailand) Co., Ltd. I would like to briefly present my ideas of choosing
the second company as a host enterprise for my work integrated learning course. Before
starting to express my reasons, I would like to introduce a little bit about Pacific World
(Thailand) Co., Ltd. The company is one of the biggest and most successful tour companies
of the world and certainly, the company is great at its events running system in order to
provide such unforgettable and excellent MICEs. After establishing the company for over 30
years then, the company owners wanted their company to be greater by merging the company
with Tourismo Asia which owned by a Thai businessman under the name of Hotelbeds.
Later, both companies are part of TUI Travel Co., Ltd which is owned by a Spanish man.
Therefore, the company is absolutely professional in tourism and of course the company can
totally grow up faster or even fastest in the tourism field. Honestly I don’t know much about
the company working system or company characteristics but I have expected a lot before
starting to do an internship with the company. For instance, to learn and to gather many
working experiences, to have a chance to deal with many problems as I would have a good

B. A. (Tourism Industry) International College, Suan Sunandha Rajabhat University
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opportunity to work on many tasks, to build such a great connection with the company’s
staff, to fulfill my desire of wanting to work for a foreign company as well as to enhance my
working attitude forward hospitality and tourism market. The examples that I have mentioned
above were just a half of my expectations that I wanted from the company because I was
going to work for a big company then my expectation had to be big too.

At the very first time that I contacted with the HR staff of the company who took care
of the trainee students, she said to me like the company did not have policies to let the
trainees work out of the office. Then, that speech worried me a lot but I already decided to do
an internship with this company and I also had plan to experience a lot of things that I have
not learn or get from classroom or anywhere else except this company. Later, I tried to
motivate my own self by thinking that I would have a chance to touch the professional
working system of the company with many foreigners because I am fond of Western working
styles more than Thai. So, I just never gave up to work as a trainee of the company and
looked forward that the company would give me an opportunity to experience the way it
works. Once again, the company worried me because I had to do an English test to make sure
that my English skills were good enough to be part of the company. Fortunately, I finally
obtain such unforgettable chance to work with the company. Then I was really happy and
totally curious that the company could fulfill my expectations or not. I just had one idea that I
would wait to see what would happen next. As a result of my internship hours with
Operations and Contracts Department, surprisingly I can say that what I got from these 2
departments and company could exceed my expectations because I could learn a lots of new
things, handle with many interesting and difficult tasks sometimes as well as unthinkably, I
could have such great moments to observe the tours and to be a staff of company’s event.
What more can I say? I really don’t know or even have an idea how to thank the company, all
nice company’s staffs and my trainee friends for every helpful support to make my internship
more successful. I totally could hit my internship goals from the advice, suggestions and
assistances from all those people that I have mentioned above. Additionally my internship
would not have been absolutely successful without every sincere support and advice from my
kind advisors: Aj. Siripen who was my inspector for this internship and Aj.Sakul who was
my advisor. They both always concerned about my internship as well as my future career.
Even though, I was not sure that how to pay back but I will work hard and to keep doing
things great and greater every day of my life.

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CHAPTER 2

DETAILS OF THE INTERNSHIP

1. PRATICUM HOST

Name: Pacific World (Thailand) Co., Ltd.

Address: 511 Sri Ayuthaya Road, Thanonphayathai, Rajthevee Bangkok, 10400 – Thailand

Tel : (66) 2-245-5777 Fax : (66) 2-245-5184 Website :thailand@pacificworld.com

2. DURATION

The duration of my Internship was from 11 th June 2012 – 27 th September 2012. I
worked every day from 8.30 a.m. – 17. 45 p.m. except Saturday and Sunday. However, I had
some extra working hours on the weekends also in case that I was assigned by the company
to work on those weekends. Regarding to my whole working hours with this excellent and
professional company, I have worked for the company total was approximately 500
hours. I was part of 2 departments so, I separated my works by working as a trainee for
Operations Department for almost 3 months and I spent around 350 hours on this department.
Besides, I also worked for Contracts Department where I spent about 150 hours on
experiencing the working system as well as the working details.

3. SCOPE OF WORK

Regarding to work as the trainee student of the Operations Department, I would like
to indicate responsibilities as the following categories:

• To create the job order papers for both tourist guides as well as transportation
suppliers such as the company’s vans, bus, limousine express services and etc
• To add the supplier information to the Atlas program
• To print the itineraries for clients from different travel agents worldwide
• To prepare the welcome letters, itineraries and all necessary documents for clients
from different travel agents
• To handle with some guide’s documents such as inform guides about their job orders
and to photocopy guide’s documents
• To work as the call center officer of the company
• To work on some documents in order to support the division manager sometimes

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• To take responsibilities on the guide’s meeting for example: to create the meeting
agendas, prepare the meeting room, to inform guide about every single meeting, to be
the meeting’s secretary, to create the meeting minutes
• To work as English and Thai translator sometimes
• To create the department’s memos to inform the tourist guides and transfer men
• To work at the airport several times in order to run the inspection trip at the airport, to
facilitate the TUI VIP guests, to work as the airport representative of the company for
domestic flight guests
• To work out of the office sometimes so that to launch the inspection trip such as visit
Mo Chit BTS station, Car parking area at the Mirror Shop
• To observe the tours conducted by German and English professional guides as well as
to be a staff of Bedsonline event

Apart from Operations Department, I could have such a good chance to rotate the
department to the Contracts Department. I totally could experience the new interesting things
that I have not thought that I would have a chance to gain them. Regarding to my working
hours for Contracts Department, I would clarify my responsibilities as the bellowing lists:

• To create the hotel’s new contents
• To edit and blend the hotel’s contents to be appropriate as well as attractive on
website
• To upload and update hotel pictures, facts and hotel general and necessary
information
• To correct the hotel’s contents and information sometimes

4. JOB SUPERVISOR

When I worked as Trainee Student of Operations Department, My job supervisor
name was Mr. Kritsada Thanutkarn and his position is Division Manager for fleet, vehicle
assignment, call center officer, airport representative and tourist guides and transfer men of
the Department. According to, the Operations Department is divided into many braches
therefore, my supervisor is responsible for half parts of this department and the others are the
responsibility of another division manager.

When I worked as Trainee Student of Contracts Department, My job supervisor name
was Mr.Kanit Muangnil and his position is Yield Manager for Bangkok Area of the
Department. As my Contracts Department is divided into many branches according to the
hotel areas therefore, my supervisor only takes responsibilities on Bangkok area.

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5. BACKGROUND OF THE HOST

Pacific World is the leading destination management company in Asia which
was first established in Hong Kong in 1980 and later the company had expanded its
branches to China in 1982 and to Singapore in 1989. The company also expanded the
offices in Malaysia, Thailand, Indonesia, Cambodia and Vietnam from 1989 to 2003 and
then the company totally has 19 offices in 8 different Asian countries. In 2006, Pacific
World is integrated as part of TUI Travel PLC and in 2010 the company is merged with
one of the biggest inbound tour operator in Southeast Asia: Tourismo Asia. After that in
2011 Pacific World goes global as the MICE providers of TUI Travel and the company
also celebrates 31 years opening up new perspectives by joining the European and Indian
MICE expertise. Pacific World Asia has unsurpassed experience and expertise in
managing events throughout Asia. The company provides events delivery that combines
professional organization with the unique flavors of the destinations. During years the
company has been offering a one-stop shop service for all of client’s event requirements
delivering the very highest level of service for corporate meetings, conferences,
congresses, special events, incentive travel programs and CSR activities.

In addition, the company is part of TUI travel therefore; I would like to add
some information of TUI Travel to present the mother company of the Pacific World.
TUI Travel PLC is one of the world’s leading leisure travel companies, operating in
approximately 180 countries worldwide. TUI Travel’s vision is to make travel
experiences special. Through more than 200 brands it provides more than 30 million
customers from over 31 source markets with a wide choice of differentiated and flexible
travel experiences to meet their travel needs. The Group was created in September 2007
as a result of the merger between First Choice Holidays PLC and the Tourism Division of
TUI AG and is listed on the London Stock Exchange. In the financial year 2010/11 the
combined business achieved operating profits of £471 million with £14.7 billion in
revenues. Headquartered in Crawley, UK (close to Gatwick airport), the Group operates
with 53,000 colleagues and is organised in four Sectors (Mainstream, Accommodation &
Destinations, Specialist & Activity, and Emerging Markets).

The Accommodation & Destinations (A&D) Sector is a market-leading
expert in the supply and (offline as well as online) distribution of hotel accommodation
and destination services (tours, transfers, excursions, cruise handling, conferences &
events). The Sector is headquartered in Palma de Mallorca, Spain, and enjoys continuous
growth with established offices in over 50 countries and an ever growing global market
presence, employing approximately 14,000 people worldwide.In the financial year
2010/11, the Sector achieved operating profits of £7 million with revenues of £52 million.
Total transaction values (TTV) for the Sector increased by 18% to £2.6 billion (from £2.2
billion in 2010).

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6. ORGANIZATION CHART

As the following organization chart, I have worked with the departments that were
highlighted.

7. INTERNSHIP DETAILS

7.1 Section I: Information
7.1.1 Presentation of the Internship
• Introduction of your internship presentation
As far as I am concerned, the Cooperative Education in
Tourism Industry: Work Integrated Learning is totally completely
essential for all those who are the 4th year students like me. Personally
this work integrated learning course or this internship is just like the
path way to lead the students to enhance their future careers as well as
to give them the ideas of working in tourism field or even to hit the
goals of their careers for those who are fond of working in hospitality
and tourism industry. I strongly feel like I am luckier than some
students that I had such a wonderful opportunity to experience the real

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6

workplace or the real working environment with 2 professional and
excellent destination management companies for more than 6 months.
One was Exotissimo Travel (Thailand) Co., Ltd and the other one was
Pacific World (Thailand) Co., Ltd. I would like to briefly present my
ideas of choosing the second company as a host enterprise for my work
integrated learning course. Before starting to express my reasons, I
would like to introduce a little bit about Pacific World (Thailand) Co.,
Ltd. The company is one of the biggest and most successful tour
companies of the world and certainly, the company is great at its events
running system in order to provide such unforgettable and excellent
MICEs. After establishing the company for almost 30 years then, the
company owners want their company to be greater by merging the
company with Tourismo Asia which owned by a Thai businessman
under the name of Hotelbeds. Later, both companies are part of TUI
Travel Co., Ltd which is owned by a Spanish man. Therefore, the
company is absolutely professional in tourism and of course the
company can totally grow up faster or even fastest in the tourism field.
Honestly I don’t know much about the company working system or
company characteristics but I have expected a lot before starting to do
an internship with the company. For instance, to learn and to gather
many working experiences, to have a chance to deal with many
problems as I would have a good opportunity to work on many tasks, to
build such a great connection with the company’s staff, to fulfill my
desire of wanting to work for a foreign company as well as to enhance
my working attitude forward hospitality and tourism field. The
examples that I have mentioned above were just a half of my
expectations that I wanted from the company because I was going to
work for a big company then my expectation had to be big too.

Even though I have expected that a lots of working experiences
would occur to me while I was working at the Operations and
Contracts Departments and I could improve and develop a lot of
working skills that I had not chance to get from anywhere else because
the company is very professional and successful in tourism and
hospitality business. After working with the company for almost 4
months, then I felt amazed by the experiences, the developments,
improvements, confidences and working skills that I obtained from my
workplace. The company gave me chances that I didn’t think the
trainee student would have a chance to do some important works such
as receiving international phones from clients, to work as the airport
representative of the company, to transfer the clients from a shop to
their hotel by my own self as well as to work on the hotel’s contents.

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Working with this company is totally worth for me and all the tasks
that I was assigned absolutely challenge my working ability. I would
like to sincerely thank the host company to grow me up as well as to
give me more confidence in work then all those experiences and
working skills that I have gained from my working hours at the
workplace would completely enhance my future career because I am
qualified at the Operations tasks as well as some Contracting tasks
now.

• Start-finish date/ department including the name and the position of
your supervisor/ languages at the workplace/ address, telephone, fax,
and e-mail

 Starting – Finishing Dates
The starting date of my internship was 11th June 2012 and the
finishing date was 27th September 2012. As for my working
hours, I had to work from 8.30 a.m. to 17.45 p.m. every day
except weekends but sometimes, I was assigned to do some tasks
or to observe the company’s full-day and half-day tours at the
weekends.

 Department including the name and the position of your
supervisor
I have worked for 2 departments which were Operations
Department then my supervisor was Mr. Kritsada Thanutkarn
who was the division manager of the department. For the
Contracts Department, my supervisor was Mr. Kanit Muangnil
who was the yield manager for Bangkok area.

 Languages at the Workplace
There are 6 major languages that are used in my workplace to
support the company’s working system or the products as the
following lists: English, German, Spanish, Italian, French and
Dutch. As for the products side, the company provides tourist
guides and transfer men in those 6 languages in order to serve the
needs of clients mainly from European countries. However, the
company also runs the business in other parts around the globe as
the company has so many branches worldwide.

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 Contact Information
Address: 511 Ayuthaya Road, Thanonphayathai, Rajthevee
Bangkok, 10400 -Thailand
Telephone: (66) 2-245-5777
Fax: (66) 2-245-5184
E-Mail: thailand@pacificworld.com

• Objectives of the Internship
 To develop the knowledge and working skill in tourism industry
in order to be well- prepared for the future career
 To create an opportunity to learn from hands-on experience in
order to assess the working skills to enhance the future career
 To have a better point of view on various business and industries
relating to tourism industry degree program
 To prepare to have ability to work with others such as colleagues
and supervisors, and personalities that meet the requirements of
tourism industry’s human resource demand
 To build a chance to experience the real workplace as well as the
host enterprise’s organization
 To build a good connection with the host enterprise, host’s staffs,
colleague as well as supervisors
 To have an opportunity to gather the numeral challenging
problems while working for each department of the host
enterprise
 To enhance the working personalities, styles and methods at the
real working environment
 To discipline and to blend the behaviors and personalities in
order to get ready for the future career
 To have more confidence in work as well as in future career
 To have a chance to find one self for whatever their like to work
for in the near future
 To work professional, effectively, successfully and impressively
to build a good reputation for the college because every student is
just like the representative of the college therefore, if the student
does good things then they would bring a good image to the
college too
 To create the opportunity to have a future work with the company
such as if the trainee student could have effective and
professional work or have a good performance while doing an
internship with the company then the company would give such a
great chance to work with the company after finishing the

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internship. Anyway, it also relates to the desire to work with the
company or with the position that the company is going to offer
to the student.

• Details of my positions according to the job descriptions

According to, I have worked for 2 departments therefore, I
would like to present the processes of every task that I have been
assigned to work for as the following lists:
 To create the job order papers for both tourist guides, transfer
men and transportation suppliers: I had to enter to the Atlas
program which was the core organizational system of the
company first. Then there would be documents that collected
the all transfer services for each day which separated in English
transfers, Italian Transfers and Non-English transfer (German,
Spanish, French and Dutch transfers). The transfer documents
indicated all necessary information to be input in the Atlas
system and to be printed out for tourist guides, transfer men and
transportation suppliers especially, the company’s vans. The
information that I really needed to put in the system were
tourist guide’s names, driver’s names, important notes like pick
up time and etc. When I was working to input the information
to the system then I strongly had to make sure that every single
information was absolutely accurate or if not I directly needed
to consult my supervisor. After adding the information to the
Atlas program then I had to print all transfer services out which
divided into departure transfers, arrival transfers, overnight
transfer (pick up time today night but flight departs tomorrow
morning), local transfers (hotel to hotel) and terminal
transfers(airport to port, port to train station or bus stations and
others). Later, I patiently needed to check the accuracy of the
job order papers once again then I could highlight each transfer
service such as for departure and overnight transfers
highlighted by green color, arrival transfer highlighted by
yellow color, local transfers highlighted by pink color and
terminal one highlighted by orange color. Then, just only the
arrival transfers would be attached with the itineraries,
welcome letters and necessary documents. Finally, the tourist
guides, transfer men and drivers would come to the office to get
their job order papers.

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 To add the supplier information to the Atlas program : as I said
that the Atlas program was the core system for running the
tasks of the company therefore, I had to access to the Atlas and
add the local supplier information so that they could provide
the transportations, drivers, and tourist guides to support the
company. The local suppliers that I worked on adding the
information for them were Franc & Fresh (Chiang Mai and
Chiang Rai areas), Evolution (Trat area) and Trans Island
(Samui and Koh Tao areas).

 To print the itineraries for clients : I had to log in to the Atlas
system then load the itineraries from the Atlas by using the
itineraries downloading program, then I had to print the
itinerates out separate by travel agents. After that, I had to write
down the pickup time on the itineraries by calculating that if
the domestic flights then clients needed to be picked up 3 hours
before the departure times and for the international one the
clients needed to be picked up 3.30 hours before the departure
times. Moreover, the reason why the staffs had to write down
the pickup time by themselves was because sometime there
would be something changes and it would always be better if
the pickup time could be indicated by human hands.

 To prepare the welcome letters, itineraries and all necessary
documents for clients from different travel agents: I had to
separate the itineraries by travel agents and match them with
welcome letters, company’s brochures and maps. The travel
agents that I always worked for while I was working at
Operations Department were Hayes& Jarvis, Virgin Holidays,
Thomson Tailor Made, Gold Medal, Austravel, Tropical
Places, Cathay Pacific, Travelmood, TUI, Mosaico and so on.

 To handle with some guide’s documents such as inform guides
about their job orders and to photocopy guide’s documents :
after printing out the guide’s job order papers then I had to
inform tourist guides about their jobs which were every transfer
service 1 day in advance. Moreover, when the tourist guides
have already done their jobs then they would come to the office
to make a photocopy of their documents so that they could get
paid for their jobs. At the company, the amounts of money that
the tourist guides get paid called as the “Advanced Money”.

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 To work as the call center of the company: I was responsible
for picking up all incoming internal and external calls to
provide the information or solve some problems for callers.
Furthermore, sometimes the callers would call the office in
order to inform about some information or update about some
services. The principle callers of the company were tourist
guides, drivers, counter sales services and clients (domestic and
international caller) and so on. At the end of each day, I had to
record the problems that receive from every caller and e-mail
on the Logbook of the department.

 To work on some documents in order to support the division
manager sometimes: I was assigned to create some documents
submitted to the division manager such as the shuttle bus
services at Suvarnabhumi Airport, shuttle boat services from
riverside hotels: Millennium Hilton Bangkok, Shangri-La Hotel
Bangkok, Peninsula, Mandarin Oriental Bangkok and Anantara
Riverside Bangkok (formerly, Marriott), vehicle inspection
form, and so on. Sometimes, the manager consulted me about
how to use some English vocabulary too and that made me
think that maybe he just wanted to prove me about my English
skills.

 To take responsibilities on the guide’s meeting for example to
create the meeting agendas, prepare the meeting room, to
inform guide about every single meeting, to be the meeting’s
secretary, to create the meeting minutes : according to the
guide’s meetings were usually held every month therefore, I
was to assigned to work as the meeting secretary then I really
needed to study and search the useful information for launching
the meeting including the meeting agendas, meeting room
organization, meeting minutes and so on. I had to work step by
step starting from create the meeting agenda, inform guides
about the meeting time and room, brief agendas, participate the
meeting to record the overall result as well as to create the
meeting minutes.

 To work as English and Thai translator sometimes: I was
assigned to translate the working problems of the department
gathered from the staffs from Thai to English.

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 To create the department’s memos to inform the tourist guides
and transfer men : I was assigned to create the memo about the
update transfer policies to inform tourist guides, transfer men,
airport representatives and all those people who related to the
services.

 To work at the airport several times in order to run the
inspection trip at the airport, to facilitate the TUI VIP guests, to
work as the airport representative of the company for domestic
flight guests : I was assigned by my supervisor to inspect the
airport to update the information of the airport in order to
provide the professional services to the clients, to welcome and
facilitate the TUI VIP guests, to inspect about the airport
representative’s duties and tasks, to work as an airport
representative to welcome VIP and domestic guests and to
transfer the guests to the airport with company’s transfer man.
Sometimes, I had such thinkable chance to lead the domestic
guests from the arrival passenger hall to the van.

 To work outside the office sometimes so that to launch the
inspection trip such as visit Mo Chit BTS station, Car parking
area at the Mirror Shop: I was assigned by my supervisor to go
on inspection trip at the Mo Chit BTS station and Car parking
in order to run the tasks to welcome Bedsonline guests and lead
them to Samphran Ground and Zoo. Then, I had to co-work
with my supervisor, company’s staffs as well as my trainee to
have the works done successfully and professionally. Before,
going on the inspection trip my friends and I really needed to
prepare all the necessary and useful information for the
inspection procedures. Additionally, we all had to predict about
the problems that could happen while we launched duties on
Bedsonline event day. When I was at Mo Chit BTS station then
I had to discuss working procedures and separate the duties for
each person in my team. Moreover, we also discuss the stuffs
that we needed to have on the real working day.

 To observe the tours conducted by German and English
professional guides as well as to be a staff of Bedsonline event:
I was assigned to observe the company’s half-day and full-day
tours conducted by German and English professional guides.
Surprisingly, I didn’t think that I would have such a great
chance to observe the company’s tours like this because of the

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company’s policies but I would like to thank my supervisor for
his brave to let be part of the company’s tours. At that time, I
could assist tourist guides to facilitate and accommodate clients
too. Moreover, it was great for me that I could have a chance
once again before I moved up to work for the contracts
department that I was assigned to work as the Bedsonline staffs
to conduct the guests from Mo Chit BTS station to the
Samphran Elephant Ground & Zoo. I totally could learn how to
co-work with the driver as well as my team to run the
Bedsonline event smoothly and impressively.

Besides, I could have such a great chance to move up to the
Contracts Department. I totally could experience the new interesting
things that I have not thought that I would have a chance to gain them
from anywhere else. Before starting to mention about my working
procedures at the new department, I would like to present about the
nature of the 2 departments that I have worked for. Regarding the
Operations Department, it was a kind of very lively environment where
the staffs could talk, discussed the problems, ate, watched TV, listened
to the music or even could have a nap. The nature of the department
was always like this because all staffs here were Thai and they just
wanted to relax. Even though this department didn’t strict much about
the rules but they still could handle their tasks effectively, promptly
and accurately. As for the Contracts Department, they were many
foreign staffs who worked here and there were also so many hotel
representatives or other visitors visit the department every day
therefore, the nature of this department was a little bit stressful and
quiet in order to maintain the company’s image as well as the
credibility between the company and hotel supplier partners. Regarding
to my working hours for Contracts Department, I would point out my
responsibilities as the bellowing lists:

 To create the hotel’s new contents: after moving up to the
Contracts Department then my supervisor assigned me to create
the content’s the new established hotel from many areas in
Thailand such as I had to create the general information, the
map –GPS coordinates, building information, types of hotel,
credit cards accepted, airports/ports, distances, points of
interest, beach, room facilities, hotel facilities and services,
meals, sports/entertainment, hotel location and etc. The tools
that I was supposed to have to enhance my tasks were hotel
CDs, brochures, pictures, factsheets, and others then I could

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input the new information to the SWS (Supplier Websites)
which created my company under the brand of “Hotelbeds”.

 To edit and blend the hotel’s contents to be appropriate as well
as attractive on website: I sometimes had to edit and blend the
information from the hotels by my own writing styles because I
could not use the raw information that I got from hotels and add
them to the company websites and the company had no right to
use the original information from hotels. Therefore, I totally
needed to practice my writing skills to produce a good hotel
contents a lot. After editing the hotel information for instance
the introduction of hotel, uniqueness of hotel, room facilities
and so on. Then, I could input the information to the SWS and
wait for the approval from the Thailand content department and
once again the information needed to be approved by the head
office in Spain so that the new information that I has already
added would be showed on SWS. Additionally, for the hotel
partners would see the hotel information on SWS but for the
clients would see the information on “Hotelopia” website.
 To upload and update hotel pictures, facts and hotel general and
necessary information: I was assigned to upload the pictures
and the facts gathered from hotels’ factsheets for the new hotels
on SWS as well to update the pictures and also the facts for the
old hotels that already had the information in the system.

 To correct the hotel’s contents and information sometimes:
while working on updating and uploading the hotel information
then I could experience some incorrect information and I
absolutely had to contact my supervisor directly about the
mistakes then he could give advice to me so that to solve or
correct the information. Of course, I always had to consult my
supervisor before changing or correcting the information and I
didn’t really want to make mistakes about that because some
information that I have changed would be temporarily showed
on the SWS.

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• Comparison of my expectation and achievements or the reality of the
internship

According to I have experienced lots of experiences and
working skills to happen to me while or after I finish my internship, so
I would like to indicate the major expectations of mine and the
achievements that I have gained from my workplace.

 To have such a great chance to develop and improve the
knowledge and working skills in tourism industry so that I could
have the working experience and skills to support my future
career : I think that all the tasks that I was assigned could totally
exceed my expectation because I could learn a lot of things such
as to creating the job order papers for transfer services then this
task let me knew all the procedures of the transfer services since
the clients books the services till the end of services and I got to
know all the procedures of the Operations Department to run the
working system and what the department should do first when
there was a service booking. Furthermore, according to the tourist
guides and drivers would come to the office every day to discuss
the problems happened while they were working, sometimes the
clients would call directly to the office to compliant or admire
about the services and I could have a chance to be a secretary of
the guide’s meeting therefore, I could know the current issues or
problems of the company from the tourist’s guide opinions now.
Finally, I could not jump to another expectation of mine without
talking about a chance that the supervisor let me work as the call
center officer because it was an amazing chance for me and I
could experiences how to solve each different type of problem
such as how to deal with the cancelled services and how to
handle the problems when the tourist guides could not find the
clients on board or when the tourist guides could not find their
guide. I think that the working as the operations officer is tough
sometimes because there will be so many problems that I have to
handle, even so I still enjoy working with the problems because
they challenge my working ability as well as the decision to solve
the problems.

 To learn and get to know how to work as a team with other staffs,
colleague, host supervisors or even trainee friends: when I was
working at the trainee student of both departments I could learn a

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lot about how to work with other people as the team and how to
co-work to run the tasks successfully and effectively because I
was always assigned to work with some colleague and some
trainee students. I think that when someone work with other
people then he or she might have some working problems with
the others because this is a normal thing to happen while working
but the important thing is that he or she has to know how to deal
with that working problems or sometimes, try to listen to other
people’s ideas would be a good way too. My working hours at
the company could meet my expectation about the team work
skills.

 To have a chance to get to know the host organization: I could
build an opportunity to know to company more even I was a little
bit confused about the organization of the company because there
were so many departments and maybe it was also because the
company is taking care by the TUI travel now. Therefore, there
were so many things that I had to get to know while I was
working with the company such as the departments, some
branches of the mother company “TUI” such as airtour agent,
intercruise agent, hotelextra, bedsonline, mosaic and so on.

 To have an opportunity to gather the numeral challenging
problems while working for each department of the host
enterprise: I totally exceeded my expectations from my tasks
especially, when I was working as the call center officer because
this is one of the best way to gather the various interesting
problems then I could learn how to handle with different kinds of
problems from my supervisor because he always advices me how
to solve every single problem and sometimes he let me tried to
solve the problems by my own self. I could experience and
confront some working problems while I was working at the
temporary airport representative, to observe a tours, to be the
Bedsonline staff as well as to transfer the tourists to their hotel

 To enhance the working personalities, styles and methods at the
real working environment: while I was working with the
company then I could grow up myself a lot especially, my
personality, styles and methods to work and I considered
something that it didn’t matter about how you deal or handle the
problems but you needed to know exactly how to solve the
problems because people always had different styles of solving

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the problems. Moreover, I have gained some different working
styles from both working at the office and out of the office. I
would like to say that this internship is strongly a good tool to
enhance my confidence in works.

 To have a chance to find myself about the desire to work:
according to, I have worked with many different kinds of work
such as working as the operations officers, call center officer,
airport representative, assistant of tourist guide, MICE staffs and
contracting staff. Then all the positions that I have assigned to
work for gave me the ideas of the job descriptions of each one
and my working experiences emphasized me that I still would
love to be a tourist guide or operations officer. I could achive my
expectation of having a chance to touch the different types of
works.

 To create the opportunity to have a future work with the
company: honestly when I was first applying to do internship
with the company then I thought that I would have a chance to
work with the company and of course I was looking forward to
having some position of the company after I finished my
internship. After working with the company for almost 3 months,
then the HR staff offered me some job that I had to apply first.
However, the position that she offered me didn’t what I want and
I am bored of working only at the office. Then I decided to apply
for a job that I really wanted with another smaller company. I
never felt sorry to not get a chance to work with my internship
workplace because I enjoy working at the office sometimes and
out of the office sometimes too.

• How strong is the correlation between this experience and the class
room knowledge

Concerning the correlation between my internship experiences
and the class room knowledge, I personally would like to say that I
could totally completely adapt most of my lessons that I have studied
for almost 4 years with my working hours in order to support every
single tasks or assignment that my supervisor assigned me to do. If
someone asks me about how strong of the correlation between this
internship learning experiences and my lessons from college is, then I
could answer immediately without doubt that the correlation is

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absolutely strong and maybe it was because I have been assigned to do
so many tasks as well as to work with many different types of people. I
was really lucky to have a chance to be part of the company for a while
because I could experience a lot of things as well as I could adapt
various classes that I have studied at the college to support my working
hours. I never felt upset or disappoint to work with the company.
Therefore, now I don’t want to waste time anymore. It’s about time to
indicate about the relationship between my lessons and the internship
experiences as the following lists:

 English for Daily Life Communication: I have gathered the
knowledge of basic English conversation and vocabulary, the
business letter writing skills and other daily life English
communication dialogues therefore, I really could adapt my
knowledge to boost my duties while I was working as the call
center officer of the Operations Department because I
sometimes would have a chance to received the calls from
foreign clients such as when they called from hotels, the
airports and from their home countries.

 Reading for Efficiency: I have gained the English reading skills
from this class therefore; I knew exactly how to skim, scan as
well as to point of the main ideas of the English documents that
I was always assigned to do the tasks in English only. I would
like to give some examples about how much I could apply the
class with my working hours such as when I was assigned to
record the daily problems that collected from e-mails and
phones to the Operations Department Logbook then I had to
summarize each problem shortly to the Logbook. In addition,
when I have to create the update transfer memo from the
manager’s e-mail then I really needed to know how to point out
the main ideas of the transfer policies and tried to make it short
to be easy for tourist guides, transfer men and other concerned
people to keep in their minds.

 General Psychology: I have experienced the characteristics of
human as well as the mental methodology of human being
therefore; this class gave me the social and psychology skills to
work with other people especially, the company’s staffs who I
have worked with, the clients who I had to provide them a
service, and others. This class gave me more ideas of how to

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work with other people, to understand people and how to think
positively in order to run many tasks successfully and correctly.

 Information and Communication Technology: I have collected
the ideas of how to use the Microsoft office programs, picture
editing programs, e-mail and other computer programs since I
have attended this class at the first year of my study. Therefore,
I completely needed to use all those computer skills that I got
from this class to enhance my every day working hour.
Especially, when I had to work as the trainee student of the
Contracts Department that I was assigned to create the hotel’s
new contents, upload and update the information and pictures
then I totally had to recall my skills of using diverse Microsoft
office programs and computer programs, especially the
Microsoft Excel Program, Microsoft Picture Manager and the
Picture editing programs.

 Creative Thinking and Decision Making: I have studied about
the Statistics from this class therefore; when my supervisor
assigned me to calculate about the mobile phone payment of
the Operations Department for each month then I thought that
this class could help me a lot.

 Introduction of Hotel Operations: this class gave me the ideas
about the hotel room types, hotel categories as well as the hotel
operations system and organization therefore, I could adapt the
knowledge that I have gained from the class with my tasks
while I was working to create the hotel’s new contents.

 Thai Arts: I have gathered the knowledge about Thai
architectural styles and the Thai Arts from this class especially,
the specific words to call each structure, architectural style or
each point at the main tourist attractions such as the Grand
Palace, the temple of the Emerald Buddha, the Reclining
Buddha temple, the Marble temple and the Golden Buddha
temple therefore, I could apply the knowledge while I was
working outside of the office as the company’s observation tour
staffs so that I could understand about the explanation of tourist
guide. After the observation trip then I needed to do a report to
submit my supervisor about all the programs, schedules, and
the problems happened on the trips.

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 English for Business Communication: I have gained the
Business Communication skills from this class therefore, when
I was working at the call center then I could talk to my clients
appropriately and correctly. Sometimes, I needed to contact the
foreign staffs of my company too because we had to handle
some work together. Moreover, the business e-mail was
completely important to me while working at the Operations
Department then I had to record some problems from the e-
mails and also while I was working for the Contracts
Department then my supervisor always assigned me to work
via e-mail in English version because he sat very far from me. I
don’t know what I can say more but working with this
company certainly challenged my English skills.

 Writing for Efficiency: I got the ideas of how to write the
appropriate and clear English business letter or e-mail from this
class therefore, while I was working as the call center then my
supervisor asked me to write some business e-mail for him
sometimes as well as I had to response the English e-mail to my
supervisor while I was working as the Contracts Department
trainee.

 Tourist Guide: I have obtained the guide’s duties and the
techniques of being a good tourist guide. Then when I had to go
on my observation trip for half-day and full-day trips of the
company, I could apply the knowledge from class with my
observation and I always realized what the guide should do or
should not do. Of course, I also consulted and share the
experiences with tourist guides about their works too and some
tourist guide said to me like “Being a tourist guide doesn’t
mean you have to work hard but you have to work smart”.
Additionally, there was an awesome statement that a tourist
guide said to me that I could not forget it which was “there is
no rules and regulations of being a tourist guide but you are
supposed to know how to work without any complaints from
clients”. After the observation trips, I considered that what the
tourist guides said to me were right because every tourist guide
or every person had their own personality or ways to work
therefore, people just needed to know how to work
successfully.

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 Thai History: every observation trips that I have gone
emphasized me that the Thai history was totally completely
beneficial and essential of being a tourist guide because I
always experienced that the tourist guide gave and explain
some Thai history to clients. Of course, the clients would love
to hear about the Thai history and they seemed to enjoy and
impress with the ways a tourist guide interpret the information.

 Southeast Asian Studies: I have gained some general
information of the Southeast Asian countries while I was
studying in this class. Certainly when I was observing the
tourist guide conducting the tours then some clients asked
about some information that was the comparison between
Thailand and other Southeast Asian countries. Then, I just
realized that the knowledge of other countries is important of
being a tourist guide too even domestic and inbound tourist
guides.

 Airline Reservation and Ticketing and Airlines Business
Studies: I have obtained the knowledge of airline codes, airport
codes, and some flight information from these classes therefore,
while I was working for creating the transfer services then I
was supposed to know about the domestic and international
flights that could be indicated by the airport codes, airlines
codes or many I could check from the flight state website that
the website would clarify about the flight information.
Moreover, the class always gave me the ideas of airline home
countries then I needed to recall my knowledge again because
the airline home countries would indicate about the origin
airport of the clients because sometimes there were some
problems about client’s flights.

 Arts and Music Appreciations: this class gave me the ideas of
Thai performance and musical instruments therefore, when I
was on observation trip then the clients asked a tourist guide
about some Thai performance which was “Khon or Thai
Masks” then I considered that the Thai performance was very
important thing that the tourist guide is supposed to know too
because the clients might have some questions about this and
the Thai performance interests them.

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 Thai Tourism Attraction Studies: I got many knowledge about
the various tourist attraction throughout Thailand therefore, I
could apply this class with my tasks when I was assigned to go
on observation trip then I really needed to know about the
locations of each tourist attraction, the main interesting points
of each tourist attraction and how to lead a tour in each tourist
attraction. I have realized that this class was one the most
important knowledge that a tourist guide supposed to have.
Moreover, when I was working for Contracts Department then I
could use this class to adapt in order to create the hotel’s
contents about the points of interest (tourist attraction) nearby
the hotels. The procedures of creating the points of interest
contents of mines were I categorized the tourist attraction by
areas then I had to consider about the hotels’ locations then I
just match the tourist attraction of each area to hotel’s
locations. I also needed to input the distance and traveling time
to the tourist attraction from hotel then, I used the google map
to help me about the distance and traveling times because my
supervisor had already advised me how to search the
information from the google map.

 Thai Tourism Industry: I have gained the ideas of tourism
industry in Thailand would be like in Thailand therefore, I
could adapt and apply all knowledge that I got from class to my
observations tours to experience the different styles to conduct
a tour of different tourist guides. I would like to give an
example of the relation of this class to my internship
experiences which is when I was observing a tour with a
professional tourist guide then I could apply the Thai tourism
trends that I have obtained from class to consider about the
characteristics as well as the tourist’s expectations and desire to
travel in Thailand.

 Service Psychology: as far as I am concerned about my
working hours at the office and outside of the office, I directly
had to adapt the knowledge and all experiences that I got from
this subject because I was working for the tour company which
has to consider about what client’s wants and how to satisfy our
clients so, the service-minded person is an important element of
the company that intends to provide services to clients.
Therefore, I always had to try my best to be an professional
service –minded person and sometimes, I needed to handled

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with the changes from client’s sides as well as from the
supplier’s sides then I had to be very kind and to be acceptable
and flexible for every change that could happen while operating
or providing services.

 English for Tourism1 and 2: regarding to these two subjects, I
could totally adapt them with every single assignment because I
have worked with a tour company and these subjects were
totally very beneficial for all my works. Theses 2 subjects gave
me lots of the ideas about the tourism vocabulary and how to
apply English with the tourism field such as when I was
assigned to work as the call center officer then there was a call
from tourist guides and I really had to use some tourism
technical words with them. The examples of tourism
vocabulary were roundtrip, excursion, day trip, transfer in,
transfer out and so on.

 Buddhism in Thailand: while I was working to assist
company’s professional tourist guides then at many temples in
Bangkok then I absolutely had to apply the knowledge from
this subject to my working hours because sometimes, the
tourists or clients might ask about the Buddhism, the Buddhist
monks’ practices at the temples and etc. I had to recall the
knowledge from this class a lot and of course, I myself have a
Buddhist blood too. Therefore, I could answer the client’s
Buddhist questions immediately and correctly.

 Thai Tourism Law: when I was working out of the office then I
could consider about the rules and regulations of being a tourist
guides according to Thai Tourism Law. I thought that my
working experiences to follow tourist guide’s duties then I had
to recall my knowledge from this class a lot because I had to
consider that what guides should or should not do on their
working hours. For instance, all tourist guides are supposed to
have the guide license in order to conduct a tour but I
sometimes saw that there was some tourist guide didn’t hold
their license while they were working. Then I realized that how
those people could ran their tours without licenses. In addition,
I have seen a tourist guide drank alcohol while he was working
at a tourist guide when his tourists were on their leisure times.
After observing several tours, I had the ideas that the tourist
guides still had to abide by the tourism laws strictly or maybe

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they could try to be flexible sometimes but not to break the
rules or laws.

 Thai Society, Culture, and Festivals: I strongly could adapt the
knowledge from this class with my working hours while I was
working as a tourist guide’s assistant to facilitate tourists
because at that time the tourists asked me about some Thai
cultures and festivals so that I could try to explain about all
those Thai cultures and festivals that the tourist wanted to
know. I really appreciated my tourists because they were
interested in Thai cultures and certainly, I always would love to
share and to present my Thai cultures and uniqueness to them.
My working experience to observe the tours gave me the ideas
that this subject was completely vital for being a tourist guide
because a tourist guide is a kind of person who is supposed to
know about Thailand very well such as Thai cultures,
traditions, society, festivals, and all about Thai. Besides, I
personally think that a tourist guide is just like the
representative, ambassador, educator, entertainer and
interpreter to present about the good image, authenticity,
uniqueness, and the reputation of Thailand through their
working hours.

 Consumer Behavior in Tourism Industry: regarding to the
Consumer Behavior subject, I could directly use this subject
when I was working as the assistant of tourist guide because
then I really concerned about this subject that the different
characteristics or even demographics of tourists would make
the touring styles different and then the touring techniques or
methods to accommodate tourists were also different. For
instance, the German tourists that I have experienced they
enjoyed travel and get to know about the story and information
of each tourist attraction a lot then I saw that the tourist guide
had to find the technique to interpret the information
interestingly. Moreover, the German people always enjoyed
their privacies then while I was working to facilitate them I just
tried not to disturb them so much.

 Geography of Tourism: I could apply this subject while I was
working in order to observe the tours then, I really had to know
about the geography of each area that included in my tours so
that I could answer my tourist some information if they asked

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me even though I was not the real tourist guide but I was his or
her assistant therefore, I was supposed to know about the
geography of my tourist attraction too. As a result of the
relation between this subject and my working experience, I
think that this class is one of the important classes for a tourist
guide because the geography of tourism is always helpful and
beneficial for him or her.

 Public Speaking Skills: I have gathered the speaking skills from
this class such as how to deliver a good, clear, accurate and
appropriate message to other people , how to have an effective
and successful speech as well as how to be a good speaker. So,
I would say that I could apply various public speaking skills
that I have gained from this class to my working hours
especially, when a tourist guide let me to conduct a couple from
gems gallery to Royal Orchid Sheraton because he had another
tour to take care in the afternoon. Surprisingly, I have not
thought that I could have such a brilliant chance to guide the
company’s tourists like this because I have not had a chance to
conduct the real foreign tourists before. Even thought it was
just a short period of time that I could have a chance to practice
my tourist guide skills then I just tried to explain every single
interesting point to my tourists because I didn’t even know that
I had to guide a couple of tourists by my own self therefore, I
didn’t prepare myself before running a duty for this trip. My
strength for this circumstance was the English skills as well as
the tourist guide skills that I have obtained from many several
classes at the college.

 Business Communication Skills: this class gave me the ideas of
how to write a good English business letters and e-mail and
how to have a good English business communication.
Therefore, when I had to write the business e-mail to other co-
workers then I knew exactly how to write the business e-mail
and what I could and should put in my e-mail. This class helped
me a lot and I didn’t have to spend much time on the business
e-mails. It was really beneficial for me because I could have a
chance to do another assignment too if I could have more time.

 Sustainable Tourism Management: when I was working with
the tourist guides of the company then I totally realized that a
tour company and company’s tourist guides were the most

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important parts in tourism industry that could generate and
distribute income to local people as well as could encourage the
tourists to try not to destroy the environment or the locals’
cultures, society and tradition. My working experience with the
company emphasized me once again that all tour companies
should not only think about the business side but they also
should aggressively think about the local’s side.

 Thai Food, Fruits and Beverage: I have gained the knowledge
about many different types of Thai food especially the top Thai
food: Massaman Curry and Tom Yum Kung, Thai fruits
especially the king of Thai fruit: Durian, and Thai beverage.
When I was working on my observation trip, then some tourists
asked the guide about Durian and its story then I could recall
the knowledge from this class again when I heard the tourist
asked about this. Therefore, this subject could enhance the
guide’s information too because most of the tourists wanted to
know about That Food and fruits. Furthermore, I could see how
important of Thai fruit was when I saw the tourist guide bought
a kilo of mangosteen and longan to demonstrate to his tourists
and let the tourists tried to get the exact taste of each fruit.

 Tour Planning and Organization: I could have the experience
about how to plan and organize a tour from this class therefore,
when I was assigned to be staff for Bedsonline event then I
knew that I had to run my assignment step by step like the tour
planning steps that I have learnt from this class such as firstly, I
had to observe about the place where I had to gather tourists
then parking lot. Later, my team and I have discussed the duty
and responsibility of each member of the team equally,
effectively and properly. I also needed to study about the
routing, timing and to predict about the problems that could
happen the real working day as well. Therefore, working as a
tour organizer or operation was not that easy but it was not
tough to be reached as long as I still enjoyed working for it
because it’s always worth for me to do something that I like to
do.

 Tourist Health, Safety and Risk Assessment: I have gained the
experiences about the tourist health from this class and of
course, this class could assist me a lot when I was working as
the tourist guide assistance because at that time there was a

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tourist who vomited then I knew exactly that how to provide
the first aid for her. The ways to help her were to provide some
medicine, Thai herbs to smell as well as cold tower. After that,
she got better.

 Human Relations and the Arts of Communication for Tourism
Industry: Concerning to my assigned tasks to deal with many
hotels and some suppliers while I was working with the
company, I completely had to use the skills and knowledge that
I have learnt from this class to adapt with making a contact
with hotels. I really needed to know how to deliver my message
to other people clearly, accurately, promptly and appropriately.
I would like to thank my supervisor to always give me a chance
to improve myself about the communication skills. I finally
could improve my speaking skills which is good for me to
handle other phoning tasks.

 Thai Heritage and Handicraft: this subject provided me the
knowledge about local Thai products from different regions
around Thailand. When I went to the Damneon Saduak
Floating Market then, I realized that I could apply this class for
my working hours because I could give some recommendations
about local products to the tourists. I was really impressed
when there were some tourists asked me about Thai products
and they were interested in getting to know more about the way
to produce some local Thai products.

• The regularly of the communication that the coordinator staff contacts
with me either by e-mail or visiting

Regarding to the regularly of the communication between my
host supervisor, I could say that my host supervisor often
communicated me every day. I would like to clarify about the
effectiveness or ineffectiveness of each communication way as the
following categories:

 Visiting: when I worked as the trainee student of the Operations
Department, then my host supervisor usually contacted or
assigned some tasks or works every day by visiting me and then
he also guided me some introduction of every single tasks that
he assigned me to have them done. As for the effectiveness, I
think that visiting is the best way to communicate with my

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supervisor because I was always clear about the every task that
he assigned me because he gave me some advice and guideline
to do every task. Moreover, I could also ask him about
something that I still didn’t understand or got confused.
Therefore, I could have the tasks done quickly and accurately.

 E-mail: when I moved up to work as the trainee student for the
Contracts Department, then I totally had to change the way to
communicate with my supervisor because he sat very far away
from me as well as he was always busy therefore, e-mail was
another choice to get in touch with me. Additionally, according
to my major responsibility at the department was to create the
hotels’ contents, update pictures and upload the information
therefore, e-mail was the best way to deliver the hotel’s pictures
and information from his e-mails of computer to me to have my
tasks done. However, when I experienced some working
problems and I e-mailed my supervisor to consult him but it
took to long to get the advice or replying. Therefore, I think that
the e-mail is effective to transfer the information and pictures
but not for to consult about the working problems.

 Phone: according to my supervisor sat very far from me while I
was working for the Contracts Department therefore, when I
have experienced some working problems such as I could not
find an attractive and appropriate hotel’s pictures on websites or
there were no CD for hotel’s pictures then I would consult my
supervisor to handle with these problems by phoning because I
had to have my tasks done or if not I needed to inform my
supervisor about the problems then he could assist me to find
the pictures or to contact hotels to send me pictures and I think
that the phoning is the best, fastest and most effective ways to
get the answer so that I could deal with the problems promptly.

Tel: + 66 (0) 2 1601200 Fax: +66 (0) 2 1601199
www.ssruic.com
29

The report of my internship with Hotelbeds : Pacific World (Thailand) Co., Ltd.

The report of my internship with Hotelbeds : Pacific World (Thailand) Co., Ltd.

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The report of my internship with Hotelbeds : Pacific World (Thailand) Co., Ltd.