ACKNOWLEDGEMENT First, with the deepest and most sincere feelings, allow me to express gratitude to all the individuals and organizations that have facilitated and helped me throughout the study and r[.]
ACKNOWLEDGEMENT First, with the deepest and most sincere feelings, allow me to express gratitude to all the individuals and organizations that have facilitated and helped me throughout the study and research process During the time since I started studying at the university up to now, I have received a lot of attention and help from Teachers and friends With the deepest gratitude, I would like to send to the teachers in the English Faculty for imparting valuable knowledge to us throughout the time study at school Thanks to the instructions and teachings of the teachers, my research topic can be completed well Internship reports done over a period of nearly weeks My first step into practice is still limited and confusing, so I can't avoid the shortcomings, I look forward to receiving valuable comments from teachers to help my knowledge in this field to be more perfect at the same time with additional conditions, to raise their awareness Once again, I would like to thank my teachers - who have directly helped, cared and guided me to complete this report well in the past time PREFACE 1 Globalization of business activities and regional economic integration are now an irreversible meter around the world The new context of the world economy, especially when Vietnam joins the World Trade Organization (WTO), has created many advantages for domestic enterprises to thrive in all fields Tourism is a service industry that has become a popular demand of people in each country, and people travel with habits and travel has become an integral part of the spiritual life of each person Increasingly developed economy means people's living standards are improving day by day, and their needs are more demanding Before, their needs were mainly essential ones such as: eating, living, wearing, traveling But today they want to travel to exchange, to improve themselves, to explore new things… Faced with that context, a series of travel service companies were born, leading to a very fierce competition in this business field, many companies had to break up early due to insufficient competition competitors Recognizing this problem, I have chosen PNT International Travel Joint Stock Company to practice for my graduation course During the internship, I learned about the internship unit in general, thereby proposing development directions for the company and making recommendations to the authorities to resolve the shortcomings in tourism in general and in PNT tourism company in particular During the internship, due to the limited time and experience, the newspaper still has certain limitations, so we look forward to the comments of teachers and all of you to make your report more complete TABLE OF CONTENT Org: Organization JSC: Joint Stock Company IT: International Tourism 2 DT: Domestic Tourism ITD: International Tourism Department DTD: Domestic Tourism Department Ppt: Department Cus: Customer LIST OF DIAGRAM Diagram 1.4.1: Organization structure of PNT Travel JSC 3 4 I A brief description of the company Information of the org 1.1 Introduction Vietnamese name: Công ty Cổ Phần Du lịch Quốc tế PNT English name: PNT International Travel Joint Stock Company Address: số 26, ngõ 126, phố chợ Khâm Thiên, phường Trung Phụng, quận Đống Đa, thành phố Hà Nội, Việt Nam Phone No: 02462732800 Website: http://pnttravel.com/# Charter capital: 1.500.000.000 VNĐ Legal representative: Lâm Thị Phương Position: Director 1.2 Formation and development The company went into operation in 2017 As one of the tourism business units in Vietnam, since its establishment, the company has expected to bring visitors impressive, unique and suitable tours Until now, PNT Travel JSC mainly worked in the field of organizing, constructing, selling and implementing package tourism programs for tourists As a company operating in the tourism field for many years, experiencing many large and small projects at home and abroad, PNT is always ready to meet all needs of customers, build different creative criteria in each project from single project to total creative project With the best experience, enthusiasm and a high sense of responsibility of a dynamic staff, PNT has always been constantly devoting and trying to improve itself every day, giving visitors unforgettable experiences from the first to the last stages of their travel Besides, there are good staff, enthusiastic, passionate about the profession, guides with many years of experience in the field of tourism, serving tourism, trying to create products and services to bring about satisfaction for customers So in any field, PNY Travel JSC's products and services are always trusted by customers and partners 1.3 Function and mission Satisfying the spiritual life value and improving the quality of life of the customers is the foundation of the core values of PNT Travel JSC These practical values will always be the driving force guiding the whole innovation, creation and development of tourism products and services with the best quantity and quality of service PNT Travel JSC always aims to strive to become a top quality and prestigious travel service company in the tourism field Development in the trend of Integration - Sustainability - Enterprise efficiency associated with local cultural values, community benefits The company clearly defines its mission to introduce and provide customers with the best and best travel travel services Not stopping there, the company always tries to create the most appropriate and best price to help you save maximum costs when traveling The company always tries to consider and calculate carefully to create a highquality tour at an affordable price, in accordance with the general premises so that customers feel worthy and satisfied when choosing services in our case To well with their mission, the company leaders always orient their employees and outline a clear business strategy Each journey is a memorable story for customers to feel the difference from the first time using the company's services 1.4 Structure Board of Director Account Department HR Department Project Department IT Department DT Department Diagram 1.4.1: Organization structure of PNT Travel JSC Information of the department On 10th December , I applied as a International Tourism trainee to PNT Travel JSC However, over two weeks after, I have just got an interview letter The interview occurred on Thursday 24th December and the next day, I was elected by Ms Lâm Thị Phương – Director The international travel department is the one that performs tasks such as assigning tasks to guides, receiving information from international travel programs on foreign requests, problems arising in tours to coordinate with departments and authorities to deal with, and receive and resolve customer complaints after the tour ends Besides, they also have the task of coordinating the drivers of transportation and serving guests when they come to Vietnam II Internship process Internship daily through weeks My job is an international tour operator trainee Tour operator is a job position in the tourism profession and tour operators are those who will directly plan the details to organize tours, excursion, vacation, for tourists in general and international tourists in particular from commuting travel, hotel reservations, food services to visiting tourist sites, entertainment activities First, it is the duty of the tour operator to survey, market research, rival travel agencies, restaurants, and hotels to find tourism values Along with this task, my first task was to find out information, document the foregoing and write a short report on them From there, I was able to accumulate more professional knowledge and practical experience as well as investigate and learn about the development strategies of competing companies Due to the nature of the work, tour operators also need certain skills and abilities to be able to complete this job well One of those abilities is foreign language ability The characteristic of the tourism industry in general is that it will regularly have to welcome many different types of tourists, from domestic to foreign Therefore, the ability of foreign languages, especially English, plays a very important role Especially, with the task of working directly with customers, it is imperative that tour operators be proficient in foreign languages to be able to undertake this job and maintain it for a long time When I got accepted as a trainee for the company, I was very happy to be able to improve and improve my foreign language more and more Tour operators are seen as the brand image of the business, and play a particularly important role in the management and operation of company activities Therefore, I think the tour operator is a very interesting and enjoyable job I spent weeks on training in the PNT Travel JSC I went to the company days a week because I still must study at school And my working time table is dependent on the working time table of the company Office time: In the morning: from 8:00am to 11:30am In the afternoon: from 1:30pm to 5:30pm I would report my job and the problems of acquisition by myself as follow: INTERNSHIP DIARY OF THE FIRST WEEK (28/12/2020 - 31/12/2020) Date Time Monday -Morning: (28/12/2020) 11:30am Training process 8:00am to - Go to the company to accept the job -Afternoon: 1:30pm to - Visiting and getting to 5:30pm know the company - Go to the departments to greet the employees in the company - The company director is a direct instructor Tuesday (29/12/2020) -Morning: 8:00am to - Have an appointment 11:30am with the partner company -Afternoon: 1:30pm to 5:30pm director - Look up documents before the meeting - Look up information related to partner companies - Take notes during the meeting - Write a short report about the meeting Wednesday (30/12/2020) -Morning: 8:00am to - 11:30am Receiving directions about my work -Afternoon: 1:30pm to 5:30pm Beginning probation: update my the client’s project status - Accessing cus1 “ETC joint stock co.” Thursday (31/12/2020) -Morning: 8:00am to - Search about ETC 11:30am -Afternoon: 1:30pm to 5:30pm - Documentation plan - Read documentation about some of the latest customers - Translate some documents about customer information INTERNSHIP DIARY OF THE SECOND WEEK (04/01/2021-07/01/2021) Date Time Monday -Morning: (04/01/2021) Training Process 8:00am to - Prepare some necessary 11:30am tools for the next meeting -Afternoon: 1:30pm to with the ETC partner company under the guidance 5:30pm of the team leader - Track and record meeting progress - Write a short report about the meeting -Import documents Contract transactions - Copy documents for customers Tuesday (05/01/2021) -Morning: 11:30am 8:00am to - Paper arrangement of Dpt - Join an internal meeting to -Afternoon: 1:30pm to tour with ETC partner 5:30pm company - Answer the phone calls from abroad bookings 10 about tour - Translating documents related to internal meetings Wednesday (06/01/2021) -Morning: 8:00am to - Arrange documents at Dpt 11:30am - Contact some customers to -Afternoon: 1:30pm to close the tour 5:30pm - Contact food service providers for tourists - Brief reports on the results of the calls Thursday (07/01/2021) -Morning: 8:00am to - Arrange documents at Dpt 11:30am - Schedule or an international -Afternoon: 1:30pm to tour days night 5:30pm - Write reports for the second week work INTERNSHIP DIARY OF THE THIRD WEEK (11/01/2021-14/01/2021) Date Time Monday -Morning: (11/01/2021) Training Process 8:00am to - Type in some documents 11:30am - Update the ETC project -Afternoon: 1:30pm to status 5:30pm - Copier documents for cus - Translate documents for the contract Tuesday (12/01/2021) -Morning: 8:00am to - Check out recent customers 11:30am -Afternoon: 1:30pm to 11 documentation - Call to introduce tours to customers 5:30pm - Arrange documents at Dpt - Participate in the contract signing session with the ETC partner company Wednesday (13/01/2021) -Morning: 8:00am to - Revised complete plans for 11:30am the 1-count 2-day tour - -Afternoon: 1:30pm to Contact according 5:30pm the to tour guide the edited planner - Inform the necessary information to the tour guide Thursday (14/01/2021) -Morning: 8:00am 11:30am to - Cleaning table and arranging papers -Afternoon: 1:30pm to - Performing other tasks from 5:30pm manager - Having a small party with everyone in ITD The personal experiences acquired through the training course Through weeks of training at PNT Travel JSC, I got a lot valuable working exp and soft skills I think that they will help me a lot at my work in the future The following is some of the experiences I gained from this training course Firstly, communicate with superiors In all communication situations, dealing with superiors should bring a calm and confident attitude when presenting your point of view When you encounter a boss about your opinion or work, please act skillfully and give advice to the boss in the most delicate way Avoid causing disagreement, quarreling with the boss when the opinion is not accepted This will affect the image in the eyes of sesp and colleagues 12 Second, communicate with customers When communicating with customers, avoid using company words and professional words Instead, a story needs to be told that explores the company's ways of doing business and its methods to solve those problems In conversations with customers, always make sure that the conversation is meaningful and memorable Third, improve your English skills The training gave me the opportunity to use my knowledge of Eng through communication with cus I realized that my English has improved a lot through practice I learned a lot of vocabulary, information and knowledge in communication The internship period is not long, while the project implementation requirements often change, so sometimes I also have difficulty in need of enthusiastic guidance from managers Although the internship was short, this training at the company made me feel more confident and patient than before In short, after the practice, I feel that I am more mature with more experience in communication and problem solving skills III Using English in business Reality Currently, the process of globalization is taking place quickly and strongly, making the issue of using English in business become the top concern of managers Simply put, companies that not use English run the risk of falling behind their competitors This becomes even more frightening when the number of businesses using English in business is increasing If you not change in time, businesses "say no to English" can completely face a dark prospect 13 PNT Travel JSC is an international travel company that has diversified domestic and foreign tours Therefore, using English is increasingly important because IM staff not only communicate with Vietnamese people but also foreigners English is considered a powerful arm in negotiating with customers During my internship, most of the work during the internship is related to the knowledge learned in school In practice, I often have the conditions to apply the theory of subjects in nearly four years of studying at school such as Grammar, Listening, Speaking, and especially in Interpretation The subjects have played an important role and are also the theoretical basis for her to translate correctly and communicate more fluently The position of tour operator helped me to apply the professional knowledge and skills that were trained at the school Besides, subjects such as British Culture, American Culture, Principles of English Communication, Authentic helped me to exchange and make a good impression on visitors from many different countries For those who love and want to learn the Vietnamese language, Vietnamese subjects from the first year of study have provided me with a lot of knowledge to share with visitors about the rich and beautiful Vietnamese of our country In addition, in order to be effective in a professional and collective working environment, soft skills and situation handling skills are also applied and bring about good results In addition, thanks to being exposed to the actual working environment, I had the opportunity to rub and perfect soft skills for myself such as: living knowledge, knowledge of cultural interaction, communication skills Continuing presentations, teamwork skills, organization, time management, problem solving and independent work In addition, I also apply my inherent skills to different tasks, especially communicating in English That helps me be more confident in the future work Suggestions to improve efficiency of using English in the company Training in office English and business communication skills for employees is a must for any business However, if you not pay attention to the issue of human 14 resource management, it is entirely possible that the wasted training effort can happen To avoid these unfortunate mistakes, leaders should prepare the terms in the contract to bind the staff's service after the course ends In addition to ensuring employees will continue to stay in the company, managers also need to move towards the importance of English for business as well as the learners themselves If employees are fully aware of the responsibility of learning a foreign language, their ability to absorb and progress will be much better than just setting goals and making them follow It has been more than a year since Vietnam officially entered the big regional and international playground such as TPP, AEC but the problem of human resource level has never been the business leaders headache relief Standardized English training for human resources should be prioritized early in order to save costs and increase competitiveness for businesses before a new integration period is approaching IV Propose for Graduation paper Through theoretical research and practical survey in the unit and the evaluation comments through the internship report, I have orientation for the graduation thesis topic with expected topics: - Solution for improving skills of using correspondence TM in PNT Travel JSC -The status of using commercial correspondence in the company - Improve the skills of using commercial correspondence in the company CONCLUSION 2020 is a year full of fluctuations and effects of the Covid19 pandemic, the Vietnam - EU Free Trade Agreement officially took effect on August 1, 2020 and many other impacts have created many challenges The Association for the development of the Vietnamese economy in general and the production and business activities of enterprises in particular, requires businesses to be proactive 15 and pioneering in disease prevention with domestic and international cooperation incessantly researching and finding solutions to enhance economic management Foreign languages in general and English in particular play an important role in developing, planning strategies and improving business efficiency of businesses During my internship at PNT Travel JSC, I had the opportunity to meet, experience and work practically on my business English major I have had the opportunity to learn, research, recognize the positives that need to be developed and the limitations that need to be overcome The above are all my internship reports at PNT Travel JSC from December 28, 2020 to January 14, 2021 To achieve this result, I would like to thank you for your enthusiastic guidance Teachers of English Language Department of Thuong Mai University and the help and facilitation of the staff in the company Because of the limited internship time, my internship report cannot avoid shortcomings, I look forward to receiving the comments of the teachers to learn from experience and complete the thesis effectively like having more comments 16 ... of PNT Travel JSC 3 4 I A brief description of the company Information of the org 1.1 Introduction Vietnamese name: Công ty Cổ Phần Du lịch Quốc tế PNT English name: PNT International Travel Joint. .. insufficient competition competitors Recognizing this problem, I have chosen PNT International Travel Joint Stock Company to practice for my graduation course During the internship, I learned... report more complete TABLE OF CONTENT Org: Organization JSC: Joint Stock Company IT: International Tourism 2 DT: Domestic Tourism ITD: International Tourism Department DTD: Domestic Tourism Department