Tài liệu Training course at Hoang Ha Hotel Da Nang

CHAPTER II FINDINGS AND DICUSSION 2.1 2.1.1 Background information of Hoang Ha hotel Position The Hoang Ha hotel was established in 2007 and was previously knowns as the Hoa Su hotel. On Jully 2012, the hotel was change into Hoang Ha hotel- Da Nang Address : 587 Nguyen Tat Thanh- Da nang Tel : 0935808521 Fax : 05113713388 Email : [email protected] The current director Up to date, Hoang Ha hotel has been under operated for 7 years. Now, the hotel has many changed as : Hoang Ha hotel - Da Nang has 53 rooms and 3 villas decorated in traditional style with modern equipment at 3 star international standard Restaurant for 100 to 300 persons serving European, Oriental and tradition Vietnamese dishes Support services include swimming pool, massage, sauna, steambath, internet. Specially, garden coffee serve live music every Thursday and Saturday evening which always satisfies all guests needs 2.2.2 Organizational structure DIRECTOR DEPUTY DIRECTOR Sale and Marketing department Star Acounting department Star Reception department Star Restaurant department Star Security Departmen t Star Room department Star 2.2 Structure of Reception Department DIRECTOR DEPUTY DIRECTOR RECEPTION DEPARTMENT HEAD RECEPTION RECEPTIONIST 2.3 Description of my job RECEPTIONIST My training course last two mouths in the Hoang Ha hotel , Da Nang When I was accepted to train at the Hoang Ha hotel, I am assigned the position of reception department. I have worked as a receptionist. The leader of reception department is Mrs Lien. Working along with me is the receptionist, Mss Na. First day, I spent my time to visit room stype and acquaint with working environment at hotel by observing and learning the job receptionist. Next days, I knew what the receptionist work, I worked as a real receptionist. To begin a day, I cleaned Reception Department. Secondly, I checked the quantity of room and booking to prepare key for guests. Besides key, I also prepared breakfast coupon a massage discount coupon. There are many bookings of foreigners; therefore, reading booking, I can improve reading and translating skills. When guests check in, I greeted guest with a smile on my lips :” Welcome to our Hoang Ha hotel” After checking voucher, passport, I assigned key to guests. When guests check out, I got key and paid passport for guests, Saying goodbye guest with a smile on my lips :” Thank you very much ! See you again soon” While working process, I answered guest’s requirement, such as service of hotel, tours…Through works, I can improve speaking and listening skills. Sometimes, I worked at restaurant. At here, I could talk with foreigners more and more. My job is simple but not simple. It demands to have necessary knowledge for hotel branch. I just know simple procedure. During working, the leader and receptionists of reception department helped me more. After finishing my practice term, I realized that there is no difficult job, there is only person who does not know to effort. 2.4. The roles of English in the Hoang Ha hotel Nowadays, English plays an important role in life and it is known as an international language. English is a language of business, travel, teachnology and other fields; it is a main means to communicate with other people from different countries. In the Hoang Ha hotel, English is used as a main language to communicate with foreign guests. English is also used in all administrative offices as well others sectors of the hotel. All of the staff know and use English well, especially those working at the reception department. The Hoang Ha hotel receives and trains a staff with many foreign languages. There are officers who are good at French, Chinese, English…and other foreign languages in the hotel. However, English still important role in the hotel. Most of the staffs learn English in their universities, colleges…as a major. English is often used more than other departments in the hotel . They use English to welcome guests and others. All reception staffs have good English skills, especial speaking and listening is fluently..Because all of guests’s demands such as check-in, check-out, reservation, preparing bills, deal with payment and other requirements made by telephone, fax, email,…are used all in English. Especially, when using telephones, or dealing with guest’s problems or introducing information to guests, the receptionists must use English fluently. Therefore, the hotel always highly requires for English degrees when recruiting receptionists. The director and manager are the leader who contact and meet many people such as: customers, colleagues, employees…They may be foreigners, and sometimes, there are some problems happen in the hotel that receptionist can not solve: losing something of guest, complaining of guest…and the director must deal with it. It is certain that the director will not solve many problems of the hotel if they can not speak english fluently. It is necessary for them to have a good skills in English and Vietnamese; there are the leaders so they must have more knowledge than the others in the hotel. By using English, they can become a good leader. Guarders and housekeepers also know little English. They use it all day to greet the guests and help guests with their luggage when they arrive and leave the hotel. At the restaurant, all menu, drink and wine lists, invoices, captain’s orders were written in English. All restaurant staffs from manager to waiters, waitresses, and cashiers use English to communicate and serve with guests. The staffs used English to greet guests, ask about reservations, even seat the guest, and about guest’s requests…When serving foreign guests, they must use English in all situations. All restaurant’s facilities are noted in English such as forks, spoons, knives, ashtrays, piper and salt so on. Besides that, all of people from another office such as the maintainer, laundry, swimming pool, bar, must know to use English. For example the housekeeper and keeping the security, most of them are the local people, must also use English when they do their duties though know a few basic words. 2.5 The conservational sentences at reception department in Hoang Ha hotel 2.5.1 Theoretical background Conversation is a form of interactive, spontaneous communication between two or more people who are following rules of etiquette. Conversations are interactive because contributions to a conversation are response reactions to what has previously been said. Conversations are spontaneous because a conversation proceeds, to some extent, and in some way, unpredictably. However, the scope of that spontaneity may legitymately be somewhat pre-limited for the purpose of expediency, e.g. a talk show or a debate. Conversations are sometimes the ideal form of communication, depending on the participant’s intended ends. Conversations may be ideal when, for example, each party desires a relatively equal exchange of information, or when one party desires to question the other,. On the otherhand, if permanency or ability to review such information is important, written communication may be ideal. Or if time-efficiency is most important, a speech may be preferable. 2.5.2 Duty of reception department 2.5.2.1 Head receptionist At Hoang Ha hotel, the head receptionist is a person who is responsible to director for every activities of reception department. The head receptionists have to carry out duties : - Form plan of activities for reception department and manage that activities - Check and appreciate working result of staff at reception department - Receive booking of guests - Solve the complaints of guests - Welcome guests, especially important group. - Make group for turnover. 2.5.2.2 Receptionist Because the quantity of staff is limited, receptionists have to work all things at reception department : - Welcome guests and prepare registration forms for guests - Define situation of ordering room and guests’s stay - Know exactly position, features and price of room in hotel - Advertise services of hotel - Prepare guest’s list coming hotel everyday - Maintain key carefully - Know way to solve emergency situation - Pay when guests check out - Change money for guests - Prepare payable file 2.5.3. The conversational sentences at reception department in Hoang Ha hotel 2.5.3.1 Booking process The booking process is a reservation, as for accommodations at a hotel. The sale department is responsible for this. Sometimes, the reception department have to undertake when guests come directly. Booking process can carry out directly or through telephone. Before guests have booking at hotel, they will find out about that hotel clearly. They want to know the situation of room, facilities in room, the price of room,…After that they just decide to make the booking. Each case, they will have different questions and receptionists have to hear to satisfy them : When guests want to know the situation of room : - Do you have any vacancies? Ask for staying time of guests: - How long you will be staying for? - 5 days. - From what date? - From…to… Ask what type plan of room they will select: - What soft of room would you like ? - I’d like a single room/double room/twin room/triple room/superior room. - I’d like a room with a view/a sea view/as balcony. In this process, guests only care to the number of vacancies, the kind of room and position of room. Because of this, the receptionists always check to know the situation of room, the position of room to respond guests. Checking availability can be carried directly at reception department or through telephone. In many cases, guests check through a travel company.  Asking about facilities To create comfort for themselves, they need to know what they care, especially the facilities in hotel. Tell the guests the facilities in the hotel: - Is there a swimming pool/sauna/gym/lift? - Do you allow pets ? - Do you have wheelchair access? - Do you have a card park? The above conversational sentences are acquainted with receptionists. Guests always want their trips to become the great holidays. Thus, they will care to facilities in the hotel. The facilities in hotel have to satisfy their needs, guests just want to stay in the hotel. There are many difficult guests, they not only ask but also want to see.  Discussing terms The price is a problem which guests have to care when booking. Although they are the rich, they want to bargain. Explain the price of room according to the type and variety, such as the more expensive rooms with more adequate facilities: - What is the price per night? - Is breakfast included? - That’s a bit more than I want to pay. - Can you offer me any discount? - Have you got anything cheaper/bigger? - Could I see the room?  Making the booking After finding out about all things they want to know, they will make the booking and receptionists will help them: - Ok, I’ll take it - I’d like to make a reservation - What’s your name ? - Could I take your name? - Can I take your credit card number and telephone number? - What time will you arriving? 2.5.3.2 Check in process At a hotel, check-in is normally required in order to obtain a room key and provide a credit card guarantee to cover potential costs such as room service for the duration of the stay. At Hoang Ha hotel, besides guests made booking before check-in, there are direct guests. However, the number of directly guests is rare. After booking, guests will check in hotel on time. They have to carry out the necessary procedure. After that the receptionists will provide the necessary information for guests, such as the number of room, the time of breakfast, the time of going to the beach,… Give greetings with guests: - Good morning!/ Good afternoon ! - Hello! I’ve got a reservation Ask the guest’s name: - What ‘s your name? - Your name, please? Check the necessary papers of guest: - Could I see the voucher? - Could I see your passport? Provide the necessary information for guest: - My booking was for a twin room/ double room/ superior room? - What time’s breakfast? - Breakfast’s from 6:30am till 9am. - Here’s your room key. - Your room number’s… - Where are the lifts? The staff of hotel will help with your luggage. Enjoy your stay! 2.5.3.3 Staying process Staying process is the process which guests stay at hotel. In this process, many unexpected can happen. It is uncomfortable for guests. They often complain with receptionists. Depending on the different situations, guests will use different types of sentences:  When guests want to take key: My room number’s…  When they want to wake up on time: Could I have wake up call at……?  When guests do not know, they can ask anything to be helps: - Where do we have breakfast? Where’s the restaurant? Are there any laundry facilities? What time do I need to check out? Do you lock the front door at night?  They can also ask receptionists when they have needs: - Could you please call me a taxi? - Would it be possible to have a late check out? - Could I have a towel, please? The above sentences are acquainted to receptionists. Almost days, they hear that. There are many different problems which guests complain when staying hotel. After that, a series of complaining sentences of guests. When guests have problem about the quality of room, they will complain with receptionists, such as: the air or the facilities in room: - The key does not work. - There is not any hot water. - The room is too cold. - The shower/ television does not work. - One of the lights is not working. - There is no toilet paper. - My room’s not been made up. - Could you please change the sheets? - I’ve lost my room key. All complaints of guest receptionists need to hear and solve for them. Because of this, the receptionists have to good listening skill. Receptionists must understand and answer to satisfy guests. 2.5.3.4 Checking out process Check out process is the procedure of vacating and paying for one’s quarters at a hotel. Many guests will notice the time which they check out to receptionists prepare the necessary procedure. But the others have urgent works, they will check out any when. Some problems happen around checking out: Listen the requirement of guest: - I ‘d like to check out. I’d like to pay my bill. I think there’s a mistake in this bill. Ask the payment method: - How would you like to pay for them? I’ll pay by credit card/ cash. Check to use the mini bar: - Have you used the mini bar? We haven’t used the mini bar. Help guests when they require: - Could we have some help bringing our luggage down? Do you have any where we could leave our luggage? - Could I have a receipt, please? Could you please call me a taxi? Ask if guests have a pleasant day during your stay: - I hope you had an enjoyable stay. - We’ve really enjoyed our stay. Say goodbye and thanks to guests - Thank you! Goodbye. See you again! - Goodbye! All process seem unconnected but they have closed relation. Each process will have different conversations. Because guest is god, the receptionists have to satisfy their needs. During talking, the receptionists always hear and speak clearly so that guests can understand. Besides, the receptionists must be cheerful and friendly to create comfortable environment for guests. 2.6 Result During working as a receptionist at Hoang Ha hotel, I studies many things and get much useful experiencies to serve guests and communicate to foreigners. I know quite clearly about working procedures of receptionists such as check in, check out…I had learned some things: First of all, that is the role of English being a popular communication means. You cant’s do anything in here unless English communication means. In the place that everyone uses English as a second language, English is essential but not everything. People consider English as means of daily communication. Lack of English is therefore a great disadvantage. However, besides English, we need master another profession and synthetic knowledge in as many fields as possible. Also, to work well, we need forever learning to polish up skills and get experience in job. Secondly, we have to work faster and more efficiently. With the most guest, they want to be served fast, polite and quality. It is a key to success in this field. With English, we only use the simple, right and funny sentences. It will make develop the creativeness, attraction and make the emotion from guests. Finally, after the time working as a receptionists, I have developed my speaking skill on the base of knowledge that I had learnt at my college. Also, I explored many sources useful for reception work talking to foreigners, books and staffs…there will be useful for my future job. I must try my best to learn more. The more language I know, the more my work is better.