MINISTRY OF EDUCATION AND TRAINING
DUY TAN UNIVERSITY
DEPARTMENT OF FOREIGN LANGUAGES
INTERNSHIP REPORT


Supervisor : Luong Kim Thu
Student : Nguyen Thi Thanh Thuy
Class : K17NCD2
Code : 171685298
Course : 2011 - 2014
DA NANG – May 2014
DUY TAN UNIVERSITY
FOREIGN LANGUAGES DEPARTMENT
SOCIALIST REPUBLIC OF VIETNAM
Independence – Freedom - Happiness
INTERNSHIP REPORT
Student’s name : Nguyen Thi Thanh Thuy
Date of birth : 18/12/1993
Class : K17NCD2
Department : Foreign Languages Department
Internship Site : Green Plaza Da Nang
Internship Period : From April 7
th
to May 4
th
, 2014
SUPERVISOR: LUONG KIM THU
TABLE OF CONTENTS
ACKNOWLEDGEMENT
CHAPTER 1: GENERAL INFORMATION OF THE INTERNSHIP SITE

1.1 General information
1.2 Reception information …………………………………………………………
CHAPTER 2: DESCRIPTION ABOUT STUDENT’S INTERNSHIP……….
2.1 Position overview and responsibility……………………………………………
2.2 Detailed job description
CHAPTER 3: PERSONAL EXPERIENCE FROM INTERNSHIP
3.1 Personal advantages and disadvantages
3.2 Personal experience from internship
CHAPTER 4: FURTHER SUGGESTIONS FOR INTERNSHIP SITE AND
UNIVERSITY
4.1 Suggestion for Practice Site
4.2 Suggestion for Department of Foreign Languages
CONCLUSION
SUPERVISOR’S COMMENTS
ACKNOWLEDGEMENT
Lien Chieu District, Da Nang City
March 3
rd
, 2014
To Director and all of Officer Staff in “Green Plaza” Hotel in Da Nang city !
To Teachers in Duy Tan University!
Firstly, I want to express my appreciation to Ms. Le Thuy My – F.O Manager for
accepting my internship request. I also wish to thank Ms. My again - the direct supervisor
for her dedicated instructions during my internship at the hotel. Besides, I would like to
thank all staffs at the Green Plaza Da Nang, especially the F.O Department where I took
my internship.
Secondly, I would like to thank all teachers at Department of Foreign Languages
for providing me such useful knowledge, skills and devoted help from the first year to
now.
Last but not least, I would like to send my deep gratitude to Ms. Luong Kim Thu -

my immediate instructor who whole-heartedly advised me during this internship course.
Yours sincerely,
Student
Nguyen Thi Thanh Thuy
CHAPTER 1:
GREEN PLAZA HOTEL INTRODUCTION
1.1 GENERAL INFORMATION:
- Address: + 238 Bach Dang Street, Hai Chau District, Da Nang City
+ 223 Tran Phu Street, Hai Chau District, Da Nang City
- Telephone: 0511.3.22.33.99
- Fax: 0511.3.22.22.99
- Email:
- Website: www.greenplazahotel.vn
Green Plaza Hotel is a 4-star hotel and one of the first high-class city hotels in
Danang, located on 238 Bach Dang Street, Hai Chau District, Da Nang City. More than
173 luxury rooms and suites can be found inside this 22-storey building, accompanied
with a system of office for lease, shopping center, and diversified service.
This is one of the many hotels and resorts that belong to the Company's hotel chain
spreading across the country. Other properties include the Ecological Green Langco
Resort, Green Nghe An Hotel, Green Hue Hotel, Green Saigon Hotel, and Green Nha
Trang Hotel.
Green Plaza Hotel officially came into operation on 27 March 2008. It is now member of
Thien Thanh Group - locating at No. 90 Road No. 3, Lu Gia Housing, Ward 15, District
11, Ho Chi Minh City.
The exterior boasts modern architecture while its interiors illustrate the charming blend
of Vietnamese and Champa culture. The rooms provide views of the Han River, majestic
Marble Mountains, city, and ocean. All feature shiny, polished timber-floors
complementing the elegant and comfortable furniture. Each accommodation has a
luxurious marble and wooden floor bathroom and all the modern amenities of an
international hotel.

While staying in Green Plaza Hotel in Danang City, guests can enjoy many leisure
services such as the spa, gymnasium, discotheque, and open-sky swimming pool. Boat
excursions and interesting tours to surrounding heritage sites can also be had here.
Its romantic restaurants and bars lets guests enjoy a variety of Asian and international
cuisines, plus professional service and beautiful views of the Han River or the scenic city.
Offices for lease offer a variety of spacious, modern rooms equipped with full range of
the latest facilities, satisfying the needs of every company or corporation.
The meeting rooms provide a versatile and flexible gathering space accommodating up to
500 seats. Accompanying these are the latest communications facilities as well as a full
range of business and secretarial service. Memorable and creative themed parties or
events can be incorporated into its conference and incentive organization.
With all the perks mentioned above, the hotel is obviously considered as one of the
premier luxury high-class properties in Danang City. Its commitment to provide customer
satisfaction that exceeds expectations puts Green Plaza Hotel in a high position in the
hospitality industry in Vietnam and around the world.
1.2 GREEN PLAZA ORGANIZATION CHART :
HUMAN
RESOURCES
MANAGER
FOOD AND
BEVERAGE
MANAGER
EXECUTIVE
HOUSEKEEPER
FRONT
OFFICE
MANAGER
CHIEF
ACCOUNTANT
CHIEF

TECHNICA
L OFFICER
KITCHEN
MANAGER
SPORT AND
ENTERTAINMENT
MANAGER
DIRECTOR
BUSINESS DEVELOMENT DIRECTOR
ASSISTANT DIRECTOR
SECRETARY
SECURITY
GUARD
PURCHASING
OFFICER
NETWORK
ADMINISTRATOR
1.3 FRONT OFFICE DEPARTMENT:
1.3.1 F.O DEPARTMENT ORGANIZATION CHART:
1.3.2 RECEPTION INFORMATION:
 LOCATION
The reception which is also the "front desk" is located in the lobby area of the hotel.
With its special position, it is considered the first "watchtower"' of the hotel.
 FUNCTION
The reception, the face of the hotel, is where to meet guests and considered the
"nerve center" of the hotel, therefore it plays a very important role. This is the connection
between the customers and other departments in the hotel which plays a central role in
the collaboration with other departments in the hotel to create a unified treadmill to meet
and satisfy all customers’ requirements. The Reception plays a propaganda and
advertising role for the hotel, represents the hotel in expanding business relationships,

and stays connected to the travel agents, travel agencies, service establishments services
to attract and serve hotel guests.
 OVERALL ORGANIZATION
For all the big hotels, the organization and arrangements for the reception are very
important and have a major impact on the operation of the entire hotel business.
The reception working time in Green Plaza hotel is divided into 3 shifts:
• Shift 1: from 6 am to 14:30 pm
• Shift 2: from 14 pm to 22:30 pm
• Shift 3: from 22 pm to 6:30 am
 SMALL PARTS IN RECEPTION
FRONT OFFICE MANAGER
CUSTOMER
SERVICES
BELL MAN
RESERVATION
ATTENDANT
OPERATOR
RECEPTIONIST
Divided into 9 parts
1. Operator:
Receive and transfer calls from the outside and the inside. In addition, this division also
receives and delivers messages to customers and provide them with alarm calls.
2. Reservation:
Handling staying and booking requirements. In a close contact with the Sale and
Marketing department to get the information on the rooms which are available for
selling. All information is gathered to put into the computer system to provide the Front
Office department for quick check - in, check – out processes and keep customers’
information. Mainly take reservations via emails, phones and faxes.
3. Receptionist:
Be in charge of checking-in and checking-out processes as well as arranging the rooms

for guests. In addition, receptionists can also answer customer’s requests and bookings
4. Cashier:
Take the charge of checking- out , payments and foreign currency exchanges. Enter
expenses and payments on customers’ bills.
5. Night Auditor:
Responsible for checking the accuracy of updating, recording the financial transactions of
the day on each customer account. Auditing must be carried out in the evening when all
hotel’s activities during the day stops.
6. Customer Care Office:
To arrange tour for guests, introduce meals, solve questions and complaints of customers
about the hotel and its’ services.
7. Shop Attendant:
Selling souvenirs to guests in the hotel who wish to purchase.
8. Bellman:
Welcoming guests to the lobby, show the guests the way to their rooms, guiding and
introducing services for hotel, keeping and forwarding the luggages for guests,
transferring fax and message. Besides, Bellman also delivers newspapers, letters to the
departments and the hotel.
9. Driver:
Shuttle tour and put off guests at the airport.
CHAPTER 2:
JOB DESCRIPTION
2.1 POSITION OVERVIEW AND RESPONSIBILITY :
My working area was usually performed in a lobby or front office desk of the
Hotel. A receptionist always greeting to any guests in the hotel, take a smile and helpful.
Also the principle duties and responsibilities should be followed:
• Responsible for checking guests in and out of the Hotel.
• Preparing room for arriving guests, opening phone lines for room guests,
encoding room keys.
• Answers various questions from guests.

• Arranges transportation for guests.
• Computes bills, collects payment and makes change for guests.
• Handling phone lines within the Hotel.
• Making necessary travel arrangements.
• Runs various reports on the computer for management.
• Taking a reservation room by phone calls.
2.2 DETAILED JOB DESCRIPTION:
THE FIRST WEEK
I went to the company on Monday and Wednesday
Working time:
- In the morning: From 7 am to 11 am
- In the afternoon: From 13 pm to 17 pm
Workplace: F.O Office
Date Time Activities Place
Monday
April 7
Morning
- Taking part in an orientation class
for new staff
Hotel
- Taking part in an orientation class Hotel
Afternoon for new staff
Tuesday
April 8
Morning
- Visiting the entire Hotel.
- Remembering the map and path
for staff of Green Plaza
- Remembering different outlets of
F.O Department, their location,

functions, and uniform
Hotel
Wednesday,
April 9 to
Friday, April 11
Morning
- Checking mail and information to
help customers get their rooms.
Hotel
Afternoon
-Arranging tour for guests,
introducing meals, solving
questions of customers about the
hotel and its’ services.
Hotel
THE SECOND WEEK
I went to the company from Tuesday to Friday.
Working time:
- In the morning: From 7 am to 11 am
Workplace: Front Office Department.
Date Time Activities Place
Tuesday
April 15
Morning
- Picking up the phone, transferring
to relevant people or writing down
the messages.
Hotel
Wednesday
April 16

Morning
and
Afternoon
Answering phone calls of customers
and answer their questions.
- Helping customers rent cars and
introducing them some famous
places in Da Nang.
Hotel
Thursday, April
17 and Friday,
April 18
Morning
- Typing and translating document
about confirmation form
Hotel
THE THIRD WEEK
I went to the company from Tuesday to Friday.
Working time:
- In the morning: From 7 am to 11 am
- In the afternoon: From 13 pm to 17 pm
Workplace: Front Office Department.
Date Time Activities Place
Tuesday,
April 22 and
Wednesday,
April 23
Morning
and
Afternoon

- Picking up the phone, transferring
to relevant people or writing down
the messages.
Hotel
Thursday, April
24
Morning
- Translating Vietnamese in to
English: the information of Hoi An
Town tour and Hue tour.
Hotel
Friday, April 25 Morning
- Translating English into
Vietnamese: the information of My
Son holly land tour.
Hotel
Chapter III
PERSONAL EXPERIENCE FROM INTERNSHIP
3.1 PERSONAL ADVANTAGES AND DISADVANTAGES:
Receptionists are someone communicating with their guess at many work places
such as restaurant, hotel, recreational area,etc. Though I carefully prepared for my
internship course at Green Plaza, some situations exceed my prediction. But thanks to
these situations, I have realized my advantages and disadvantages.
After finishing internship, it can be seen that there are many advantages contributing to
my success. Firstly, this is such a rewarding opportunity for me to work and use my
English in a professional environment. Secondly, the staff s here were extremely
enthusiastic and they always devotedly shared useful tips collected from their
experiences. In addition, I could experience such new things that have never happened
since I studied. Finally, I was allowed to receive basic benefits of an official staff : having
meals at cafeteria of Green, being supplied uniform by F.O department.

On the other hand, there are some disadvantages that I faced with when working there.
My timid personality was the first drawback making me hard to get acquainted with the
staff. Moreover, when receiving a call, it is really difficult for me to understand English
accent of some guests from Russia and Australia.
3.2 Personal experience from the internship:
Through 3 weeks of trainee process at Green Plaza Hotel, I got a lots valuable
working experience and soft skills. The first, the training course brought to me the
opportunity to use my English knowledge through communicating with foreign
customers and translating many documents. I learned a lots vocabulary, information and
knowledge in tourism as well as know how to use translation methods. The second, this is
skill enhancement. I have learned books for my 16 years of education but never did a
job, so this internship has given me the chance to talk and work with different types of
peoples. Reading books can never be enough for us all because we have to learn practical
implication of these because without is just like the fish in the pool. In addition, I not
only understood competitive atmosphere in a professional environment but also got
familiar with working process of each task in the hotel.
In the future, I will continue maintaining all precious skills and experience that I
collected during my internship.
Chapter IV
SUGGESTION FOR PRACTICE SITE AND UNIVERSITY
4.1 SUGGESTIONS FOR PRACTICE SITE:
It is a great honour to be selected for Green Plaza with me. It is a 4-star hotel and
one of the first high-class city hotels in Danang, and I myself think that the company is
an ideal organization that students of foreign language can collect information and get
valuable experience of work. It is to be regretted that I am still a student and the time for
my internship is too short, I haven’t got a chance to gain more experience in working so it
is really hard for me to offer some suggestions.
4.2 SUGGESTIONS FOR FOREIGN LANGUAGES DEPARTMENTS:
As I told above, three weeks is too short for us to get enough experience and skills
in working environment so I hope that the time for internship course should be longer. In

addition, Foreign Languages Department should link to companies and hotels in Da nang
to make a list of qualified places so that students can easily choose their suitable practice
sites.
CONCLUSION
I would like to conclude that I have been given a great opportunity in my to work
in a the hospitality sector, and in a private organization. While learning and gaining a
professional experience, I enjoyed there and it was the time when I felt independent,
confident and responsible. I finished my internship successfully with the whole-hearted
help and careful guidance of my supervisor Ms. Luong Kim Thu, F.O Manager Ms. Le
Thuy My and all employees of “Green Plaza Hotel”. Once again, I would like to thank
Ms. Luong Kim Thu for your guidance and Ms. Le Thuy My as well as all of officer staff
for supporting and creating favorable condition for me to complete my training process
and this paper. At last, I wish all of you a good health and success. Thank you very
much!