DONG A UNIVERSITY

FACULTY OF ENGLISH LANGUAGE AND CULTURE

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INTERNSHIP REPORT

Company’s name: SATYA DANANG HOTEL

Address: 155 St. Tran Phu, Hai Chau district, Da Nang city

Supervisor from Enterprise : Nguyen Long Hai, Mr.

Phone number : 0949460637
Supervisor from Dong A University : Nguyen Hoang Thuc Anh, M.A
Internship student : Tran Thi Ngoc Diem
ID : 52106
Class : EL20A3B
Course : 2020-2024

Da Nang - 2023
 FACULTY OF ENGLISH LANGUAGE AND CULTURE
----------*******----------

INTERNSHIP REPORT

Company’s name: SATYA DANANG HOTEL

Address: 155 St. Tran Phu, Hai Chau district, Da Nang city

Supervisor from Enterprise : Nguyen Long Hai, Mr.

Phone number : 0949460637
Supervisor from Dong A University : Nguyen Hoang Thuc Anh, M.A
Internship student : Tran Thi Ngoc Diem
ID : 52106
Class : EL20A3B
Course : 2020-2024
 Da Nang - 2023

TABLE OF CONTENT

ACKNOWLEDGEMENT..............................................................................................1
LIST OF PICTURES......................................................................................................2
LIST OF CHARTS..........................................................................................................3
CHAPTER 1: OVERVIEW OF COMPANY.................................................................4
1.1. Introduction of Company......................................................................................4
1.1.1. The History of Establish.................................................................................4
1.1.2. Development Process.....................................................................................5
1.1.3. Functions and Missions..................................................................................6
1.2. Organizational Structure.......................................................................................7
1.2.1. Organizational Hierarchy chart......................................................................7
1.2.2. Introduction of all the departments.................................................................9
1.2.3. Products and services offering......................................................................10
CHAPTER 2: INTERNSHIP PROCEDURE...............................................................15
2.1. Internship activities.............................................................................................15
2.2. Internship diary...................................................................................................15
CHAPTER 3: CONCLUSION......................................................................................15
3.1. Strengths and improved skills.............................................................................27
3.1.1 Strengths........................................................................................................27
3.1.2 Improved skills..............................................................................................27
3.1.3 Weaknesses....................................................................................................28
3.2 Recommendation.................................................................................................29
REFERENCES..............................................................................................................31
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ACKNOWLEDGEMENT

Before I wrap up this internship report, let me express my genuine gratitude

and appreciation to all of the English Language and Culture faculty members who
have taught me so much. While I was studying at Dong A University. I want to
express my gratitude to Miss Nguyen Hoang Thuc Anh, in particular, for her
enthusiastic guidance in helping me complete this internship. In addition, I wish to
thank the hotel personnel for overseeing and guiding me throughout my internship at
the Satya Danang Hotel, especially my supervisor, Mr. Nguyen Long Hai. The hotel
staff made a welcoming environment for me to work in, learn from, and receive help
in while I was an intern there.

The brief eight-week internship will give him the chance to organize and integrate
his information, combine it with practice, and advance his professional understanding.
Even though my internship lasted only eight weeks, I was able to expand my horizons
and learn a great deal of useful information. Since then, I have come to see how crucial
the practical rub is for kids to strengthen the theoretical groundwork they gained in
school. I had several challenges throughout the internship, ranging from confusion to
inexperience, but with the devoted assistance of the English language and culture
department teachers and the professors excitement. Managers and colleagues at the
hotel gave me the experience I needed to finish this internship and submit this
internship report properly.

I sincerely thank you all!

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LIST OF PICTURES

Picture 1.1. Picture of Satya Danang Hotel

Picture 1.2. Picture of the Restaurant of Satya Da Nang Hotel

Picture 1.3. Picture of the Cafe of Satya Da Nang Hotel

Picture 1.4. Picture of the Dragon Bar of Satya Da Nang Hotel

Picture 1.5. Picture of the Sapa of Satya Da Nang Hotel

Picture 1.6. Picture of the Swimming pool of Satya Da Nang Hotel

Picture 1.7. Picture of the Gym of Satya Da Nang Hotel

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LIST OF CHARTS

Chart 1.1. Organizational Structure of Satya Da Nang Hotel

Chart 1.2. Restaurant Organizational Structure of Satya Da Nang Hotel

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CHAPTER 1: OVERVIEW OF COMPANY

1.1. Introduction of Company

1.1.1. The History of Establish

In March 2018, Satya Hotel Danang was founded. It welcomed visitors on March
22 and began operating formally on March 25. "Feel life" has been the hotel's
operating slogan since its inception. Our fundamental idea and virtue of honesty and
openness derived from Satya, the Sanskrit word for "true" The idea behind opening
this hotel was to promote genuine sincerity between ourselves and our cherished
guests.

The hotel is situated in one of Da Nang's most desirable neighborhoods. Satya Da

Nang is a " oasis" for both business and leisure travelers, offering 88 contemporary
rooms, a distinctive design, a modern and youthful style, as well as exceptional
services and facilities; a fine dining restaurant serving European and Asian cuisine; a
conference room that can hold 100 people; a gym, sauna, outdoor swimming pool, spa
and beauty room; and Topbar on the top floor with views of the Han River and the
stunningly beautiful Dragon Bridge of Da Nang city full of brilliance. Satya Danang
hotel entertainment will provide a magnificent and practical resort space for your
leisure and business excursions in Da Nang City with a system of first-rate and opulent
rooms and services.

Despite only being open for two or three years, the hotel has established itself on
the Da Nang city tourism map. The Satya Hotel Danang is a 10-story, 88-room, four-
star hotel with an exquisite and friendly interior. It has all modern amenities. For all
incoming domestic and international travelers, the hotel will undoubtedly develop into
a reputable, secure, and alluring location in the future.

On the second floors of the Satya Hotel Danang, the eating area offers a stunning
panorama of the bustling city. The restaurant's menu features a variety of foods that

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are appealing in both flavor and appearance. The uppermost floor of the hotel, which
also houses the Dragon Bar, a massage, and a gym, offers visitors the most luxury and

convenience.

Picture 1.1. Picture of Satya Danang Hotel

1.1.2. Development Process

The Satya Da Nang Hotel's recent recognition as "Best Vietnamese Hospitality" at

the Asia Pacific Travel & Tourism Awards Ceremony is a testament to the hotel's
commitment to excellence. This award is not only a great honor for the hotel, but it
also serves as a powerful motivator to continue to improve and innovate in order to
provide the best possible experience for guests.

With this recognition, the Satya Da Nang Hotel has solidified its position as a
premier lodging option in Da Nang. The hotel's management and staff are committed
to maintaining this position by continually enhancing the quality of its goods and
services, broadening its offerings, and staying up-to-date with the latest trends and
innovations in the hospitality industry.

The award is a reflection of the hotel's growth and success, and it serves as a
reminder that hard work, dedication, and a commitment to excellence can pay off in a

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big way. The Satya Da Nang Hotel will continue to strive for excellence in all aspects
of its operations, providing guests with an exceptional experience and ensuring its
place as a leader in the hospitality industry.

1.1.3. Functions and Missions

The functions of a hotel involve its day-to-day operations that aim to provide guests
with a comfortable and enjoyable stay. These include providing clean, comfortable,
and well-maintained rooms, offering high-quality dining options, ensuring prompt and
efficient customer service, providing event and meeting spaces, and generating
revenue through various services. On the other hand, the mission of a hotel is its
overarching purpose or goal, which sets it apart from other hotels. This includes
providing exceptional customer service, offering high-quality accommodation,
creating memorable experiences, supporting sustainability, and maintaining
profitability while providing value to guests.

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1.2. Organizational Structure

1.2.1. Organizational Hierarchy chart

Chart 1.1. Organizational Structure of Satya Da Nang Hotel

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Chart 1.2. Restaurant Organizational Structure of Satya Da Nang Hotel

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1.2.2. Introduction of all the departments

1.2.2.1. Front Office Department:

The Front Office Department is responsible for managing the hotel's

reception area and providing customer service to guests. Its functions include
managing room reservations, check-ins and check-outs, handling guest inquiries
and complaints, and providing information about hotel facilities and services.

1.2.2.2. Housekeeping Department:

The Housekeeping Department is responsible for maintaining the

cleanliness and orderliness of the hotel's guest rooms and public areas. Its
functions include cleaning and maintaining guest rooms, changing bed linens and
towels, restocking toiletries, and ensuring that public areas are clean and well-
maintained.

1.2.2.3. Food and Beverage Department:

The Food and Beverage Department is responsible for managing the hotel's
dining facilities, including restaurants, bars, and room service. Its functions
include preparing and serving meals, managing inventory and supplies, and
ensuring that guests receive high-quality food and beverage service.

1.2.2.4. Sales and Marketing Department:

The Sales and Marketing Department is responsible for promoting the

hotel's brand and services, attracting new customers, and maintaining
relationships with existing customers. Its functions include developing marketing
strategies, managing advertising campaigns, and coordinating sales efforts.

1.2.2.5. Accounting Department:

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The Accounting Department is responsible for managing the hotel's

financial operations, including managing accounts payable and receivable,
preparing financial statements, and managing payroll and taxes.

1.2.2.6. Human Resources Department:

The Human Resources Department is responsible for managing the hotel's

employees, including hiring, training, and managing personnel. Its functions
include developing employee policies, managing employee benefits, and
ensuring compliance with labor laws and regulations.

1.2.2.7. Engineering and Maintenance Department:

The Engineering and Maintenance Department is responsible for managing

the hotel's physical infrastructure, including building maintenance, repairs, and
renovations. Its functions include managing electrical, plumbing, and HVAC
systems, ensuring compliance with safety regulations, and managing capital
improvement projects.

1.2.3. Products and services offering

Food at the Satya Hotel in Da Nang

Along with the allure of pristine natural beaches and widely acclaimed
landscapes, Da Nang is worth a visit. Then you must admit that you cannot
overlook the vibrant cuisine of this country. The chef's deft hands skillfully
prepare the delectable, appealing food. Create food that is both aesthetically
pleasing and delicious.

The restaurant at Satya Danang gives you access to a menu with a selection
of foods from many different nations, including delectable fare from both the
West and the East. A sizable area with lullaby music, plush decor and
presentation, will undoubtedly take the visitor's experience to a new level.

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Picture 1.2. Picture of the Restaurant of Satya Da Nang Hotel

Relaxing cafe at the Satya Hotel in Da Nang

One should not miss the opportunity to savor a cup of coffee at Satya Hotel
Danang if they are a fan of the bold flavor and rich aroma of coffee. The coffee
lounge offers a serene ambiance with dim lighting and slow-paced music that
evokes the peacefulness of Da Nang at night. It's an ideal setting for those who
want to take a break from the constant hustle and bustle of the city and enjoy a hot
cup of coffee while moving at a leisurely pace.

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Picture 1.3. Picture of the Cafe of Satya Da Nang Hotel

Dragon Bar

For those who enjoy exciting nightlife destinations such as bars, Dragon Bar is a
must-visit spot that attracts a younger crowd. The bar boasts an open layout that
invites guests to dance to the upbeat music while enjoying a hot glass of wine. This
venue is particularly popular among young people who appreciate a bustling social
life, opportunities to expand their network, and meeting new acquaintances.

Picture 1.4. Picture of the Dragon Bar of Satya Da Nang Hotel

Salon Spa

The Satya Hotel's Salon Spa is a must-visit to take advantage of herbal health care
treatments. Travelers can get high-end spa and massage treatments from nations
renowned for this industry, like Thailand, Bali, and Japan, after consulting with a
professional.

All of the herbs used come from nature, are excellent for your health, and are
useful in massage and therapy. Their health will be restored in a serene setting filled
with the soft perfume of herbs, and both their body and soul will feel revitalized,
enthusiastic, and prepared for impending tasks.

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Picture 1.5. Picture of the Sapa of Satya Da Nang Hotel

Swimming pool and gym

The hotel's infinity pool allows guests to do more than just swim in it; they may
also submerge themselves in the refreshing water. You will find a clear, blue lake with
a view embracing the alluring My Khe beach, surrounded by cool, green palms
swaying in the wind. If you want to laze around in the sun like a lazy cat while sipping
cocktails at the pool bar, head to the lakeside, where there are rows of sun loungers
with full sunshades.

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Picture 1.6. Picture of the Swimming pool of Satya Da Nang Hotel

The Satya Hotel Danang also offers access to a cutting-edge fitness center with a
full complement of high-quality training equipment. They will have unlimited access
to the gym as long as you are a Satya Hotel Da Nang guest. Exercise to produce a
healthier, more toned, and more aesthetically pleasing body.

Picture 1.7. Picture of the Gym of Satya Da Nang Hotel

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CHAPTER 2: INTERNSHIP PROCEDURE

2.1. Internship activities

I am very honored to practice at the Satya Danang Hotel. This 4-star hotel is
centrally located in Da Nang, has a welcoming work atmosphere, and is well-
welcomed by the hotel's brothers and sisters. I am very appreciative to be working
in a setting that is serious and professional. My two-month fellowship ran from
May 22nd to July 8th .

Number of internships: 4-5 days/ week. Working time: 8 hours/ day.

2.2. Internship diary

Week 1

Time Job description Achievements

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May Interview and talk about my internship and Working in a new location
22, duties with the Manager of Satya F&B. gave me the opportunity to
2023 Great, and let me present myself to the meet and work with new
personnel at the restaurant. Mr. Hai colleagues. I were able to
enforced laws in both hotels and restaurants. build positive relationships
IWn order to get the best outcomes from the with them by
internship. Mr. Hai gave instructions on how communicating effectively
to work and what to do during the and collaborating on tasks.
internship. He requested that the hair be This helped me to become
neatly bunched, and the outfit consist of a a more effective team
white shirt and black slacks, and then he player and contribute to
directed me to the F&B’s front desk to study the success of the
the job. restaurant.
May I started work at 6:00 a.m. I was still given Taking on a new role as a
23, the job of hostess at the restaurant today. To hostess and learning how
2023 teach me how to utilize the reservation to use a new reservation
system and oversee the customer's booking system required me to be
schedule, I was sent to a different location. adaptable and flexible. I
were able to quickly adapt
to changing circumstances
and learn new skills,
which helped me to
succeed in your role and
demonstrate my
commitment to the job.
May My job now is to provide direct client Learning from colleagues:
26, service. I was at first lost and unsure of what When I started my job
2023 to do, but my siblings and fellow interns providing direct client
soon showed me the proper way to set the service, I were initially
tables, take care of the dishes, and assist unsure of what to do.

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clients. However, your siblings

and fellow interns were
able to show me the proper
way to set the tables, take
care of the dishes, and
assist clients. By learning
from my colleagues, you
were able to quickly
develop the skills and
knowledge needed to
perform my job
effectively.
May I gained knowledge about becoming a By practicing greeting
28, restaurant hostess during my one-week guests during my
2023 internship and had the opportunity to internship, I were able to
practice greeting guests. I have learned the build your confidence and
proper and nice way to greet customers. become more comfortable
in your role as a hostess.
This helped me to perform
your duties more
effectively and contribute
to the success of the
restaurant.

Week 2
Time Job description Achievements
May I had been tasked with overseeing a client's Dealing with customer
29, booking schedule this week. I gained reservation requests
2023 knowledge on how to effectively manage requires problem-solving
customer booking schedules and assign skills and the ability to

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tables to satisfy customer requests. I also think critically. By

gained knowledge on how to deal with learning how to handle
telephone and in- person customer telephone and in-person
reservation requests. customer reservation
requests, I were able to
develop my problem-
solving skills and learn
how to handle different
types of customer requests
effectively which helped
to contribute to the success
of the restaurant.
May Mr. Hai directed me to the hotel bar today. By working at the hotel
31, During my internship, I too had to get used bar during your internship,
2023 to this. I received numerous instructions on I had the opportunity to
how to make various cocktails. In addition, I learn about bar operations
received instruction on how to serve and and how to make various
learned about various wine varieties. I was cocktails. I were able to
intrigued and picked up a lot of new observe experienced
information that I had not previously been bartenders and receive
exposed to. instructions on how to
make different types of
drinks, which helped me to
develop my skills in this
area. Which helped to
contribute to the success of
the restaurant.
June 1, I gained today's knowledge on how to Handling customer
2023 handle client complaints. I received training complaints requires
on how to pay attention to and comprehend attention to detail and the

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the needs of the customer in order to ability to manage multiple

develop suitable solutions that allowed the tasks simultaneously. By
issue to be solved swiftly. learning how to handle
customer complaints
effectively, I demonstrated
attention to detail and an
ability to manage complex
tasks in a fast-paced
environment.
June 4, I was still working as a hostess today. At By continuing to work as a
2023 this point, I had adjusted and was better hostess, I were able to
acquainted with this work. develop proficiency in
your duties. I became
better acquainted with the
work and were able to
perform my duties more
effectively, which helped
to contribute to the success
of the restaurant.
Week 3
Time Job description Achievements
June 6, I was given the assignment of setting the As part of my role in
2023 table for the birthday party this evening. It setting the table for the
was my responsibility to elegantly and birthday party, I were
properly adorn the table. Then the responsible for ensuring
celebration was over, and together with my that the guests had a
team and interns, I reduced the size of the positive experience. By
table and repositioned the seats and tables to using my training and
match the original setup experience to elegantly
and properly adorn the

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table, I were able to

contribute to the success
of the party and provide
excellent customer service.
June 8, As usual, I was assigned to serve clients As I became more
2023 personally today. I was not as perplexed as I familiar with my role in
had been earlier. For me, work has become serving clients, I were able
remarkably simple. to build my confidence
and become more
comfortable in your
position. This helped me
to perform my duties more
effectively and
confidently, which
contributed to the success
of the restaurant.
June 9, I continued to serve as a hostess . I had As a hostess, I had the
2023 gotten used to it now and feel more opportunity to build
comfortable with this work. I could use the positive relationships with
reservation system more easily and manage customers. By
the customer's schedule of reservations. communicating effectively
and providing excellent
customer service, I were
able to build trust and
respect with customers.
June Taking care of the hotel bar was the task for Working in the hotel bar
11, today. I was going to the bar to clean, so I gave me the opportunity to
2023 opened the door, turned on the air meet and work with new
conditioning, and played some music. When colleagues. By
there were visitors, I worked with the communicating effectively

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employees to prepare the type of water the and working

visitor had selected and serve it collaboratively, I were
professionally. able to build positive
relationships with my
colleagues and contribute
to the success of the team.

Week 4
Time Job description Achievements
June I was still the hostess right now. I had grown Adjusting to a new job can
14, accustomed to it by this point and was more be challenging, but by
2023 at ease doing this work. I could manage the continuing to work as a
customer's reservation schedule and use the hostess, I demonstrated
reservation system more conveniently. adaptability and a
willingness to learn and
grow in your role.
June I was given the same task today as By continuing to work as a
15, yesterday. hostess, I were able to
2023 develop proficiency in my
duties. I became more
familiar with the work and
were able to perform my
duties more effectively,
which helped to contribute
to the success of the
restaurant.
June Setting the table for dinner this evening was Setting the table for the
17, the task I was given. It was my duty to dress dinner party and
2023 the table tastefully and appropriately. After reconfiguring the seating
the party was over, I reconfigured the and tables requires

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seating and tables to fit the initial problem-solving skills and

arrangement, working with my staff and the ability to think
interns to shrink the table and make it critically. By successfully
smaller. managing these tasks, I
were able to develop my
problem-solving skills and
learn how to handle
different types of
situations.
June I was given the same task today: directly Serving clients directly
18, serving clients. My prior confusion had gave me the opportunity to
2023 subsided. My task had gotten surprisingly build positive relationships
easy. with customers. By
communicating effectively
and providing excellent
customer service, I were
able to build trust and
respect with customers.
This helped to create a
positive image of the
restaurant and contribute
to the success of the
business.

Week 5
Time Job description Achievements
June It was a hectic day today. There were Managing numerous
22, numerous parties going on, and the parties and reservations
2023 restaurant accepted many reservations. In requires time management
order to assist every consumer, I must work skills and the ability to

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rapidly and adaptably. However, some prioritize tasks effectively.

visitors arrived later than expected and By successfully managing
requested a table change, which made my my time and ensuring that
task extremely difficult. I made an effort to every customer was taken
carefully address each circumstance and care of, I were able to
ensure client satisfaction. develop my time
management skills and
learn how to handle
different types of
situations.
June My job now was to provide direct client Receiving positive
23, service. A consumer specifically gave me feedback can be a morale
2023 positive feedback. booster for both me and
your colleagues. By
receiving positive
feedback, I were able to
boost my own morale and
contribute to the positive
atmosphere of the
restaurant.
June I continued to serve as a hostess now. I was By communicating
24, more at ease with this task now that I had effectively and providing
2023 became acclimated to it. My ability to excellent customer service,
manage the customer's reservation schedule I were able to build trust
and use the reservation system was and respect with
improved. customers. This helped to
create a positive image of
the restaurant and
contribute to the success
of the business.

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June Today's mission was to take care of the hotel Taking care of the hotel
25, bar. To clean, unlock the door, turn on the bar requires adaptability
2023 air conditioning, and play some music, I and the ability to handle
headed to the bar. When there were guests, I different types of
cooperated with the staff to expertly prepare situations. By successfully
the type of water the visitor had chosen and managing my duties and
offer it. interacting with guests, I
demonstrated my
adaptability and
willingness to learn and
grow in your role, which
helped me to succeed in
your duties and contribute
to the success of the hotel.

Week 6
Time Job description Achievements
June I was given the go-ahead to continue By greeting visitors
27, working at the restaurant, so I started doing warmly, setting up tables,
2023 regular shifts. My familiarity with the and helping the wait staff,
process has increased, and management I were able to provide
gives me daily duties. I still greeted visitors, excellent customer service
set up tables, and helped the wait staff. and create a positive
atmosphere in the
restaurant.
June I got to take part in the customer service By participating in the
28, procedure today. I pointed visitors in the customer service
2023 direction of the table to ensure their comfort. procedure, I were able to
I had learned to pay attention to customers' provide support to my
particular needs, dealt with them, and made colleagues and contribute

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sure the wait staff gave them the finest to the success of the
service possible. restaurant.
July 1, That day, there was a special event at the Overseeing a special event
2023 restaurant. I had been given the gave me the opportunity to
responsibility of overseeing the reservation build positive relationships
and table setup for this event. In order to with customers. By
make sure the party runs smoothly, I must communicating
collaborate closely with the kitchen and effectively, providing
catering crew. My ability to master the excellent customer service,
process and adapt to quick changes are both and ensuring that all
necessary for this position. aspects of the event were
well-coordinated, I were
able to build trust and
respect with customers
July 2, A customer today gave me great remarks For both you and my
2023 regarding the restaurant's service. I was coworkers, getting good
ecstatic about this and proud of my effort. I comments can enhance our
came to understand that the hostess's job is spirits. I was able to raise
to not only direct guests, but also to my self-esteem and add to
represent the restaurant and give them the the pleasant energy in the
best possible experience. restaurant by getting
favorable feedback.

Week 7
Time Job description Achievements
July 3, The task for today was to maintain the hotel My achievements
2023 bar. I am going to the bar to clean, unlock demonstrate that I was a
the door, turn on the air conditioning, and diligent and conscientious
put on some music. When there were worker who takes pride in
visitors, I had worked with the staff to their work and cares about

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expertly prepare the visitor's preferred type providing a great

of water and present it. experience for visitors.
July 5, That day, I was still the hostess. I was more By continuing to work as a
2023 comfortable with this chore now that I had hostess, I were able to
become used to it. I was getting better at develop proficiency in
using the reservation system and managing your duties. I became
the customer's schedule. better acquainted with the
work and were able to
perform my duties more
effectively, which helped
to contribute to the success
of the restaurant
July 6, The restaurant was fairly busy that day, and By feeling more confident
2023 business moved quickly. I had to collaborate in your position, I was
swiftly and effectively to keep everything on able to perform your
track. I gained knowledge on how to react in duties more effectively
urgent circumstances, such as when a client and provide better service
requests a special request or wants to switch to customers. This shows
tables. I believed my self-assurance in my that I was committed to
position is growing. personal growth and
development, which was
important for success in
any role.
July 8, The last day of my work week was today. I By meeting with
2023 met with management one last time to management to discuss the
discuss the outcomes of my work and seek outcomes of my work,
their input. Being praised for my I demonstrated my
commitment and work ethic makes me commitment to my job and
happy. my desire to improve my
performance. This shows

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that I was a proactive

worker who was always
looking for ways to
improve.

CHAPTER 3: CONCLUSION

3.1. Strengths and improved skills

3.1.1 Strengths

As a hostess, I always made it a priority to uphold workplace etiquette by

being kind and respectful to my coworkers, maintaining a positive and upbeat
attitude, and making sure to arrive on time for my shifts. I also believed in the
importance of possessing traits such as simplicity, honesty, and purity, which
helped me build strong relationships with both my colleagues and customers.

I was devoted to my position as a hostess and truly passionate about my

career. I recognized the significance of my role and understood that my
performance as a hostess could have a significant impact on the success of the
restaurant. To ensure that I was always at my best, I made sure to quickly

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comprehend any instructions I was given and consistently follow through on my

tasks as directed. I also worked hard to master both the technical knowledge
required of a hostess and the specific details of the restaurant where I worked.

In all of my interactions, I made it a point to be amiable and enjoyable to

everyone around me. By doing so, I was able to build a strong rapport with
customers and coworkers alike, creating a friendly and welcoming atmosphere that
kept people coming back to the restaurant. Overall, my commitment to excellence
and my dedication to providing top-notch service allowed me to excel in my role
as a hostess and contribute to the success of the restaurant as a whole.

3.1.2 Improved skills

During my two-month internship at the Satya Danang Hotel, I was able to

develop a variety of useful experiences and talents that will serve me well in my
future career. One of the most significant areas of growth was in my
communication abilities. As a hostess, I had to converse openly with clients and
coworkers, which helped me develop the skills necessary to communicate
effectively with customers, pay attention to their needs, and respond to their
inquiries.
Another area of growth was in my problem-solving abilities. As a hostess, I
faced many challenging circumstances, and it was essential that I figure out how to
resolve them swiftly and competently. Through my internship, I was able to
develop my ability to solve issues and come up with original ideas to assist clients.
Effective time management is another critical skill for a hostess, and my
internship helped me develop this ability as well. From making bookings to
keeping the tables full, I learned how to manage my time effectively and ensure
that everything ran smoothly.
Perhaps most importantly, my internship helped me develop a customer-
focused attitude. As a hostess, it was my job to ensure that guests felt comfortable
and welcome, and I was able to develop my abilities in client comfort and pleasure

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throughout my internship. This helped to improve the overall customer experience

and ensure that guests left with a positive impression of the hotel.
Overall, my internship at the Satya Danang Hotel was an incredibly valuable
experience that helped me develop a wide range of skills and abilities. I am
confident that these skills will serve me well in my future career and allow me to
excel in any customer-facing role that I take on.

3.1.3 Weaknesses

As a customer service representative, I recognized the importance of strong

communication skills, especially when working with Korean customers. To meet
this need, I made a conscious effort to improve my language abilities and
familiarize myself with cultural norms and customs. This allowed me to better
connect with customers and provide them with the high-quality service they
expected.

In addition to communication skills, I also recognized the importance of

problem-solving abilities in my role. Keeping customers satisfied and avoiding
dissatisfied guests required quick decision-making and the ability to identify
solutions. To improve in this area, I practiced active listening and critical thinking
skills, working to identify and address potential issues before they became major
problems.

Another area that I worked to improve was time management. In a fast-

paced customer service environment, it was essential to divide the day into
manageable chunks and prioritize tasks to keep customers happy and comfortable.
I developed strategies for managing my time effectively, such as creating to-do
lists and breaking large tasks into smaller, more manageable steps.

Overall, by focusing on these key areas of improvement, I was able to

provide better service to customers and contribute to the success of the
organization. By continually striving to develop my skills and abilities, I was able

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to grow both personally and professionally, achieving success in my role and

building strong relationships with customers and coworkers alike.

3.2 Recommendation

During my short time as a hostess intern, I was able to identify both my

strengths and areas for improvement. To perfect my hostess skills, I realized that I
needed to focus on the following: learning how to be patient with customers in all
situations. As a hostess, I will encounter a variety of customers, some of whom
may be difficult to deal with. By developing patience and staying calm in these
situations, I can ensure that the customer feels heard and valued, and the situation
can be resolved effectively. I learned that body language communication is
essential for a hostess. Smiling regularly and expressing yourself through the eyes
can help create a warm and welcoming atmosphere, which is crucial for making
customers feel comfortable and at ease. Mastering professional knowledge is also
essential. As a hostess, I need to have a thorough understanding of the restaurant's
menu, seating arrangements, and booking procedures. This will enable me to
provide prompt and accurate information to customers, enhancing their
experience. I need to learn how to understand the psychology of customers. By
developing an understanding of their needs, preferences, and behavior, I can tailor
my approach to each customer, ensuring that their experience is personalized and
enjoyable. In conclusion, while my internship provided me with a solid foundation
in hostess skills, I recognize that there is still much to learn and improve upon. By
focusing on developing patience, mastering professional knowledge,
understanding body language, and understanding customer psychology, I can
become a skilled and effective hostess, providing exceptional service to customers
and contributing to the success of the restaurant.

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REFERENCES

https://www.facebook.com/SatyaDanangHotel/

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