Tài liệu Đề tài Practicum Report: I. INTRODUCTION
1. Reasons for choosing Tien Thinh hotel
There are reasons for choosing Tien Thinh hotel where I practice. Firstly, it hotel is ideal residence of many customers when they stop in Da Nang city. It has advantageous location. It is near city centre, station and airport. Besides, Tien Thinh hotel is near famous landscapes and history traces. Morever , the hotel have enough equipment and services make customers who is very comfortable. Therefore, Tien Thinh hotel attracted many customers and from that I learn many thing there. Secondly, majority of officers in the hotel who are cruited known English and majority of customers are foreigners. The hotel which are cruited known English and majority of customers are foreigners. Therefore, English is usually used here. From that, I can practice English which I has learned for 3 years. To sum up, two reasons: ideal residence and role of English in Tien Thinh hotel which I choose it where I practice.
2. Students’ duty at Tien T...
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I. INTRODUCTION
1. Reasons for choosing Tien Thinh hotel
There are reasons for choosing Tien Thinh hotel where I practice. Firstly, it hotel is ideal residence of many customers when they stop in Da Nang city. It has advantageous location. It is near city centre, station and airport. Besides, Tien Thinh hotel is near famous landscapes and history traces. Morever , the hotel have enough equipment and services make customers who is very comfortable. Therefore, Tien Thinh hotel attracted many customers and from that I learn many thing there. Secondly, majority of officers in the hotel who are cruited known English and majority of customers are foreigners. The hotel which are cruited known English and majority of customers are foreigners. Therefore, English is usually used here. From that, I can practice English which I has learned for 3 years. To sum up, two reasons: ideal residence and role of English in Tien Thinh hotel which I choose it where I practice.
2. Students’ duty at Tien Thinh hotel
My job in Tien Thinh hotel is receptionist
II. BODY
1. General introduction process of Tien Thinh hotel
1.1. Deverlopment process of Tien Thinh hotel
Tien Thinh hotel is a member of KIMHUNGLONG group
KIMHUNGLONG
ONE MEMBERED TRADING SERVICE
IMPORT EXPORT COPANY LIMITED
Short name: KHLIMEXCO
Head office: 448 Hoang Dieu street, Hai chau, Da Nang city
Telephone number: 84.511.3834566
3834568-3834577
Fax: 84.511.3820748
Email: khlimexco@vnn.vn
Website: www.khlimexco.com.vn
Account number: +VND 52030599 DN CCB bank
Tax code: 0400592696
Business registration certificate number: 3204000253
Tien Thinh hotel found and used in 2000. It attain to standard 2 stars. Tien Thinh hotel have 4 floors including 25 rooms. From the hotel, customers can visit cham museum to take 5 minus, marble mountains to take 20 minus, Hoi An ancient town to take 45 minus by taxi. The hotel is designed beautifully and rooms have modern equipment
1.2 system diagram of the hotel
director
Deputy director
accountancy
House keeping
technique
receptionist
restaurent
kitchen
guard
1.3 Facilities
Rooms
Type of room
Number of room
Price for Vietnamese(VND)
Price for foreigners(USD)
Vip
9
400000
40
Dulex
8
300000
30
superior
8
250000
25
Equipments
Equipment in room
vip
dulex
superior
Colour TV
X
X
X
Air condition
X
X
X
Telephone
X
X
X
Minibar
X
X
X
Lamp
X
X
X
Working lamp
X
X
X
Room light
X
X
X
Desk and chair
X
X
0
X
X
X
Hair dryer
X
0
0
X
X
X
Chest
X
X
X
Luggage-sheft
X
X
X
Mat
X
X
X
Flip-flops
X
X
X
Laundry basket
X
X
X
Dustbin
X
X
Razor
X
X
0
Ashtray
x
X
X
Hook
X
X
X
Shampoo, comb
X
X
X
City map
X
X
0
Regulation of the hotel
X
X
X
Mirror
X
X
X
Picture
X
X
X
Bathtub
X
X
X
Ornamental fish pool
X
0
0
Living room
X
0
0
Coffee table
X
0
0
Chandelier
X
X
0
1.4 Staff
Department name
quantity
university
college
High school
professional qualification
1
director
1
1
2
Deputy director
1
1
3
accountancy
2
1
4
reception
5
1
2
5
House keeping
6
6
6
technique
2
1
7
guard
4
4
8
restaurant
4
2
2
9
sum
25
4
4
2
12
1.5 Produces of the Tien Thinh hotel
Room
Sourverner
Food
Minibar
Air ticket
Laundry
The role of English in Tien Thinh hotel
English play important role in Tien Thinh hotel. Firstly, English is used to contact with foreigners. Nowadays, English nopt only is second language of some countries but also is common language whole the world especially in tourism field without espect Tien Thinh hotel. Morever, majority of customers of the hotel come from many different countries such as China, Singapore, Thailand, French, America……..Majority of them use English which is main language to contact with officers in the hotel. Therefore, when officers of the hotel know English, they easily do procedures and exchange some necessary problems. Secondly, English like as a tool which isn’t lack in the tourism branch generally and in Tien Thinh hotel individually. English is a bridge to bring uor tourism branch to the world tourism. Sum up, English is an useful tool in Tien Thinh hotel
Detailed receptionist description
2.1 Role of receptionist receptionist
Is appearance of the hotel
Bridge between the hotel and customers
Solving complaints of customers
Meeting needs of customers and bringing profit to the hotel
Helping other department to act more effectively
Promoting produces and services of the hotel
2.2 Duty of receptionist
Welcome customers
Introduce and sell tourism produces of the hotel
Receive reservation and arrange room for customers
Do procedures for customers of the hotel
Support information for customers
Implement information about telephone an other services
Receive and solve complaints of customers
Observer and sum up expenditure of the hotel
Check out
Connect marketing department to promote and sell tourism produces of the hotel
To hand over and receive shift
Sum up situations of customers who come to and go out on one day
2.3 Working process of the reception in the Tien Thinh hotel
When customers came to the hotel. Receptionist welcomes them and suggestion help. If customers check in, receptionist asks them to have reservation or not
If customers have reservation, receptionist check name and some information
If customers don’t have reservation, receptionist needs to ask:
Type of room which customers want to reserve
Time of residence
Other requirement of customers
Price and payment method
Telephone number
Passport (if foreigners)
After that, receptionist notice information and regulations of the hotel, deliver the key to customers and take them to their room. After customers come in their room, receptionist must finish works:
Finish the file
Complete procedures for customers
Put information in computer to keep and watch for room situation
Notice new customers to other department
Receptionist knows every information during residence process and solves every complaint of customers
Finally, liquidate money when customers check out. Receptionist calls to house keeping check room. After that house keeping inform back to receptionist. Receptionist will liquidate money for customers and say goodbye and wish
2.4 Service process of the reception in Tien Thinh hotel
Delivery and receipt of the key customers
After customers receive room procedures, receptionist deliver the key and remind them carefully hold the key and return their key to receptionist when they go out
When customers come back. If employees don’t remember the face of customers. When they get key to the receptionist who recommended them view card or check name before delivering key.
Provide information to customers
Receptionist provide information in the hotel and local attractions, the entertainment zone, events happen on location, socio-economic situation in the locality, the address telephone number of the bank, embassy,….
Preserving valuable property and luggage of customers
Receptionist require customers declare all the items on the declaration forms
Customers give valuable property and money to an envelop by themselves and then they tick again and affix a seal
Customers write name and number of room on an envelop. Customers and receptionist sign on votes (from page posts)
Receptionist move page post to the safe of the hotel
When receptionist deliver page and luggage to customers, receptionist require customers to give a receipt and check in carefully. Receptionist deliver the private envelop and require them to check again and assign receipt
The alarm
Receptionist record the exact time and date that customers require on the alarm notebook or shift notebook
Receptionist check carefully alarm time on the alarm system of the hotel .
Step of the alarm:
Greeting and suggestion help
Ask customers that the alarm in what way:
Automatic alarm
Direction alarm
Alarm by telephone
Ask customers number of room, time, date of the alarm carefully
alarm process:
Alarm by telephone
Step1: Greeting, introduction name and department
Step2: Notice current time
Step3: Wait customers answer
Step4: Say goodbye and wish
Direction alarm
Step1: Knock, press the bell, wait customers answer
Step2: Greeting, introduce department name
Step3: Notice current time
Step4: Say goodbye and wish
Changing room
Receptionist research reasons why customers want to change room
_ Check availability of the room
_ Notice other department to clean the room every day
_ Notice posters to help them change room
_ Receptionist ask customers about information:
Number of room
Name
Transport method
_ Reconfirm the information
_ Say goodbye and record notebook
_ Notice other department
Reservation air ticket
Receptionist ask customers:
_ Name
_ Number of room
_ Quantity
_ Flight time
_ Destination
_ Class
Reservation table in restaurant
Receptionist greets, suggests helping and introducing restaurant of the hotel, asks customers for choosing food by themselves or according menu
If they want to choose food by themselves, receptionist introduces location of restaurant, opening and closing time.
If customers want to follow fixed menu of the restaurant, receptionist implement:
Step1: Introduce menu so that customers choose by themselves
Step2: Ask customers information;
Time
Service method
Quantity of meal on one day
Payment of method
Step3: Check again information
Step4: Say goodbye and show respect
Step5: Write down notebook and notice restaurant department
Solving complaints
When there are complaints of customers, receptionist have to:
Listen problems of them
Find out main content and write down
Express sympathy with them
Apologize
Thanks
Explain necessary something to do and implement immediately
Write down and report appropriate
Monitor to ensure everything which is conducted
Check customer satisfaction
Receptionist needs to keep claim, shows their understanding, no argument, apologizes, no put the blame for others, no promise anything beyond the powers with customers
4. Observation and reflection
4.1 Advantage of receptionist
All receptionist of Tien Thinh hotel work actively, enthuslastically and friendly
Each receptionist have consciousness with business activities of the hotel. Receptionist combine and help each other in the work. They combine to other department the best service for customers.
Receptionist ready to support every information for customers. If customers have complaints, receptionist always solve quickly and skillfully situations. They always create good impressions, confidence, satisfaction about the hotel for customers.
4.2 disadvantage of receptionist
Costume’s receptionist don’t really attract customer. Although receptionist wears “ao dai” every day. “ao dai” of each receptionist has different colour and type. This thing don’t create unified and aesthetic hotel
Receptiomist coordinate unclosely to otjher departments to solve thoroughly during residence process. Sometimes, requirements of customers aren’t implemented quickly (example: customers require receptionist to bring minibar to their room on 2 or 3 times)
Working process of some receptionist is slowly. This thing take a lot of time and influence service process of the hotel.
3. Solution:
3..1 Solution 1: date 20th, April
The group of Mr Khanh resided in Tien Thinh hotel go out and have some problems. Therefore, they can’t come back the hotel to check out at 12 o’clock. While the group of Mr Thanh require to check in before 12 o’clock
Solving: receptionist call to tour guide of the group and tour guide said that they will check out later. Receptionist suggest the group of Mr Thanh go to lunch and then come back the hotel and they agreed with receptionist
3.2 Solution2: date 1st, May
Mrs Marry resevated dulex room (302) from 30th, May to 1st, May in Tien Thinh hotel but she stay to add 1 night (on 2nd,May)while Mr Smith reservated dulex room (302) for nights from 2nd to 5th, May. When Mr Smith check in, the room which he reservated isn’t available and all room in the hotel aren’t available
Solving: receptionist apologized and explained to him about this situation. Receptionist suggested introducing for him to other hotel with equivalent class or better but Mr Smith don’t agree. Receptionist persuaded and said that Tien Thinh hotel will pay extra expenditure. At the moment, Mr Sith agree with receptionist
3.3 Solution3: date 25th, May
At night, Mss Diana call to receptionist require to change room because her room have ghosts
Solving: receptionist listen customer’s complaints seriously, show sympathy and no argue. After that, receptionist check availability of room but all room in the hotel aren’t available. Receptionist explained that this is a fancy and the hotel have always on duty guard but Mss Diana don’t agree. And then, receptionist promises that they change room for her if there are customers to check out tomorrow.
3.4 Solution4: Date 17th, May
Mr Peter stayed in 302 for 3 nights in Tien Thinh hotel. When he check out, he required receptionist to reduce price for him because his room have bugs. It made him feel uncomfortable.
Solving: Receptionist apologized and promised that this problems won’t repeat. After that, receptionist explained that up to now the hotel have ever had this event to happen. Receptionist apologized him again. Then, receptionist asked idea’s manager about this situation.
III. CONCLUTION:
Summary:
During practicum process in Tien Thinh hotel. I known arrangement system department of a hotel and working process of the reception. Besides, I also learned some ways to solve complaints of customers.
Learned Lesson
In contact with customer process, receptionist must be happy, open-heart, friendly make them fell comfortable and wish coming to here later
When solving complaint of customers, receptionist must solve quickly, skillfully, professionally, no hurt them.
Suggestions
Hotel
Regarding procedures: Tien Thinh hotel need to develop produces diversification such as massage, bicycle for rent or cyclo for rent, etc……..
Regarding price: if customers stay at hotel for a long time, the hotel should hold birthday party free or free breakfast
Regarding facilities: technique department enhance to maintain and recover wrong equipments quickly. Morever, majority of customers is using Internet but wifi of the hotel is weak. Therefore, Tien Thinh hotel needs to overcome this problem.
Receptionist
Receptionist should connect to other departments to solve customers’ complaints thoroughly
Receptionist need to have uniform in order to create an unified and aesthetic hotel
Receptionist of Tien Thinh hotel need more flexible and active to solve complaints and meet to needs of customers
Các file đính kèm theo tài liệu này:
- Practicum Report.doc