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MINISTRY OF INDUSTRY AND TRADE
COLLEGE OF COMMERCE
DEPARTMENT OF ENGLISH
INTERNSHIP REPORT
USING ENGLISH IN HANDLING CUSTOMER
COMPLAINTS AT THE FRONT DESK OF MITISA
HOTEL
Supervisor in the college : M.A TRAN THI NGOC DU
Supervisor at the corporate : MR. HUYNH CONG DUNG
Name of student : NGUYEN THI BAO NGOC
Class : 16TM5.1
Danang, December 2024
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ACKNOWLEDGMENT
First of all, with the deepest and most sincere affection, allow me to express
my gratitude to the Board of Directors and the teachers of the College of
Commerce who have imparted to us knowledge and many skills throughout
learning process at school. I would like to express my sincere thanks to the
teachers in the Department of Foreign Languages for their enthusiastic
guidance during my study and preparation of the report. In particular, I would
like to express my deep gratitude to M.A TRAN THI NGOC DU, who has
directly guided, has enthusiastically helped and has supported me in the
preparation of this report.
During my internship at the MITISA Hotel as a receptionist, it was a great
time for me. Here, I have the opportunity to work in a professional and
dynamic environment. Not only that, I can also apply the knowledge. I have
learned to work and acquire more skills such as effective communication,
solving problems, etc. Through this, I would also like to thank MITISA limited
liability company for their help enabling me to participate in an internship at
the hotel. In addition, I also sincerely thank the reception staff, especially Mr.
Huynh Cong Dung, who directly has guided enthusiastically at the hotel and
has created conditions for me to collect the necessary information for me to
complete well graduation report.
And finally, I would like to thank my family and friends, who have always
stood by and supported my decision and path.
Because of my limited knowledge, in the process of practicing and
completing this report, it is inevitable that mistakes will be made, and I would
like to receive comments and suggestions from teachers to make the work more
complete.
Yours sincerely,
Da Nang, December,2024
Student
NGUYEN THI BAO NGOC
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LIST OF DIAGRAM
Number of
diagram
Diagram name
Page
Diagram1-1
Structure diagram of the
reception department
10
Diagram1-2
Organizational structure
of MITISA Hotel
17
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LIST OF ACRONYMS
Acronyms
Explain
VIP
Very Impolite Person
LLC
Limited Liability Company
PMS
Property Management System
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LIST OF FIGURE
Numbers of figure
Figure name
Page
Figure 1
Deal with customers
over the phone
25
Figure 2
Deal with customers via
email
27
Figure 3
Directly deal with
customer
34
Figure 4
MITISA Hotel
40
Figure 5
Hotel in the middle of
the city center
40
Figure 6
Hotel receptionist hall
41
Figure 7
Hotel receptionist hall
41
Figure 8
Deluxe City View
Double -MITISA Hotel
42
Figure 9
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