TRƯỜNG ĐẠI HỌC TÀI CHÍNH – MARKETING

KHOA: NGOẠI NGỮ

ĐỀ THI KẾT THÚC HỌC PHẦN: BÀI TIỂU LUẬN

Môn thi: AVCN 3 -KSNH (CLC)

ĐỀ SỐ
01 Lớp học phần: 2221702051401-02-03

Thời gian: 1 tuần

Họ và tên:.Trần Lê Khánh Duy Lớp học phần: 2221702051401

Mã sinh viên:.1921007077 Số báo danh...........

Điểm
CB chấm thi 1 CB chấm thi 2
Bằng Bằng
(Ký, ghi rõ họ tên) (Ký, ghi rõ họ tên)
số chữ

Part 1:
You have already taken the courses of hospitality and catering industry at UFM. What do
you want to be (a chef, a receptionist, a housekeeper, hotel manager or so on) in the
future?
You write an essay at least 1700 words at most 2000 words about the contents as
follows:
 Your hobby, education and family background
 What have you been doing and what should you do to make your dream come
true? ( in terms of knowledge ( hospitality, catering industry, tourism, hotel
 safety, money matters, dealing with customers and colleagues in a variety of
work-related situations, such as: taking reservations and checking in; providing
local information, dealing with enquiries and problems, setting up for business
travelers, applying for jobs in Vietnamese and in English, and so on), skills
( English skills, communicative skills, problem-solving skills, teamwork skills ,
etc) and attitude ( hard-working, patient , helpful, inquisitive (very interested in
learning about many different things) and so on).
Part 2:
You are a meetings and events employee. Use the brochure and the conversation to
write an email responding to an inquiry about the facilities at the hotel for business
travelers (100-120 words). Make sure to write about the following:
 Equipment in the business center
 Size of conference rooms
 Equipment and services available for conferences

You have one week to finish your essay.

-Hết-

DUYỆT KHOA GIẢNG VIÊN RA ĐỀ

Bùi Thị Nhi

Bài làm
Part 1 :
My name is Tran Le Khanh Duy, I've been majoring in hotel management at the
University of Finance-Marketing, and my long-term goal is to work as a receptionist at a
five-star hotel. My pastime is earning money and traveling while pursuing a solid
education over the course of 12 years as I get ready to graduate from a reputable
university program. Being from a decent family and not having to worry too much about
money, together with my family's wonderful love and their culture, which I inherited, has
been a great benefit in my life. I inherit positive traits from my family like the drive to
succeed, the ability to think positively, and the ability to be a decent citizen with positive
traits that can benefit society. I have been working extremely hard to learn and get better.
I am graduating from high school with a decent grade point average, and I am now
attending and receiving training at the University of Finance - Marketing with a major in
hotel management. When I want to realize my dream of working as a receptionist in a 5-
star hotel, professional knowledge is a necessity. I used to work outside of my school
hours, working part-time for the first purpose to earn extra income to help my parents;
The second purpose is to practice guest reception skills to avoid nervousness and
embarrassment when meeting customers, the third purpose is to gain more life experience
as well as work experience in the hotel industry. i used to work as a receptionist for a
hotel in ho chi minh city i spent 6 months with my receptionist job and i enjoyed it. For
the job as a hotel receptionist, knowledge of foreign languages and computers is an
advantage for the job because all hotels today use computers and smart applications to
hotel manager. Manage the number of rooms available, the number of rooms being
rented, entertainment services in the hotel, manage, check the number and information of
employees working shifts to easily support each other to serve customers better, manage
customer information, loyal customers or VIP customers of the hotel, customers with
birthdays to have incentives or create joy and happiness for guests. products to create
loyal customers. In addition to understanding of professional experience or skills, a hotel
receptionist needs to have a good work ethic, because receptionists are the first and last
people to contact customers, so staff Receptionists usually have to be dynamic people,
have a procedural style and be flexible in handling situations. If for other positions,
working capacity is the most important, but for hotel receptionists, working attitude is put
on top. Receptionist must always be polite, respectful and ready to help customers. In all
cases, receptionists must adhere to the following principle: “The customer is always
right”. Besides, a good appearance is also a strong point because the front desk is the
"face" of the hotel where customers first look at the hotel. With a height of 1.8 meters and
my handsome face, I am confident that this position is a possible dream goal that I can
achieve. However, good looks are only a necessary condition, not a sufficient condition
to be able to take on this position well. But it also depends on the working style, the
attitude to treat people, .... In addition, health requirements are also a matter of concern.
When you have good health, you can be highly effective at work and dedicate yourself to
your work and your passion. Always being kind, smiling, and maintaining a polite and
respectful demeanor with clients are all examples of having a warm attitude is a trait of
the service sector, particularly for hotel receptionists' work to provide guests with the
most considerate care possible. When welcoming guests, hotel receptionists represent the
firm or business in a significant way. The receptionist's job is to assist and direct guests
through the check-in, check-in, check-out, and check-out processes while giving them all
the information they need to do so. the length of the stay, how the space is used, and any
additional tasks that are delegated. Every job has a set workflow, and hotel front desk
agents are no different. The major responsibilities of a hotel receptionist, according to
their work procedure, include checking in and directing customers, offering advice and
guidance, and marketing hotel services. Resolve issues for visitors during their stay,
assist visitors with check-out, and then carry out other associated tasks. Online booking
services are quite popular right now thanks to the new technological era. Users can easily
search for information about lodging - hotels with full information such as costs, number
of rooms, Room class, things included, select, and book right away. The hotel
receptionist's responsibility is to keep track of all reservations made by guests at a certain
time in order to manage the number of rooms available and guarantee their quality.
Follow these instructions to assist visitors with check-in: welcome customers with
courtesy and a pleasant, cheerful demeanor; On the basis of the reservation list, ask for
the name of the consumer and validate their information. In case guests have not booked
a room in advance, the front desk staff will advise or introduce more to customers about
room types, grades and rates. However, in the event that the room is full, they can notify
the customer early so they can find another place to stay. Ask guests to show ID card,
passport to check in (some hotels will ask guests to pay before or after using hotel
services or deposit). Provide information on breakfast time, check-in time, check-out
time, and services such as car booking, tour booking, spa, gym,...and necessary notes;
hand over the key to the customer and call the bellman to assist the guest in bringing the
guest to the room and show the room to the guest, or the receptionist is the person to help
the guest carry the luggage and show the room to the guest; save and ensure safe storage
of customer information - identity card, passport of the customer; Enter customer
information into the system. Customers are likely to want to use more different services
during their stay at the hotel, so the hotel receptionist is responsible for consulting
information about hotel services such as spa, restaurants, gyms, entertainment services,...
and other services such as tours, booking car pick up and drop off,... so that customers
can enjoy the full service during their stay and be satisfied with all of these services.
Follow customer requirements such as alarm service; be responsible for the custody of
property or important items that the customer requests to be kept; assist and advise
customers on services such as booking tickets for cars, planes, trains, and so on; explain
handling and problem solving when customers complain about the hotel's
products/services. Request housekeeping; verify the costs that the client must pay, print
the invoice, and let the customer to review the charges and sign the confirmation; return
papers such as identity cards and passports to customers; and welcome and greet guests.
These are some of the obligations and duties that any receptionist should have. I obtained
the University of Finance - Marketing training program on specialist information about
several professions in the hotel such as catering, tourist, reception,... and ready-made soft
knowledge. Prepare for work in areas such as hotel safety, hotel difficulties, money
problems, and dealing with customers and coworkers in a range of job-related
circumstances such as: booking and check-in; offering local information, addressing
inquiries and concerns, setting up business travelers, applying for jobs in Vietnamese and
English, etc. Other soft skills are taught, such as English, communication, problem
solving, collaboration, and so on. And with a hardworking attitude, patience, helpfulness,
eagerness to study, passion to acquire and develop new information, and so on. As far as
I know, my ambition is to work as a receptionist at a 5-star hotel. My ideal scenario must
have the capacity to communicate, particularly in English. Fluent English communication
is the ability to master all four skills of listening, speaking, reading, and writing,
communicating fluently and naturally like a native, pronouncing English - English (UK -
US), reflecting quickly, knowing how to use slang words, idioms with positive meanings
from some of the customer's countries, and so on. As a rule, with front desk staff working
at hotels of 4-5 star scale or more It is required to know at least 2 foreign languages: 1
fluent foreign language (usually English) and another foreign language. Thus, in addition
to the requirement to deliver fluent English, to become a 5-star hotel receptionist, you
must equip yourself with at least 1 other language. Depending on the hotel's customers,
the employer will offer a number of second foreign languages to prioritize selection. The
hotel receptionist is considered as the "face" of the hotel, the receptionist is the first and
last person to contact guests, giving the first and last impressions in the customer's mind
about the image. and service quality of the hotel. Therefore, recruiting a receptionist that
requires good-looking appearance is an extremely reasonable criterion, and a 5-star hotel
receptionist is even more focused. According to human resources experts, a good-looking
receptionist does not stop at a beautiful face and a well-proportioned body, but also must
have an attractive point to the opposite person, grace, ingenuity in communication,
serious in work,… The professional working style of the hotel reception is reflected in
neat and correct uniforms; always smiling when welcoming and serving guests; agile and
resourceful behavior; soft, polite voice; calm attitude, quick response when encountering
arising situations, etc. A professional 5-star hotel receptionist always knows how to
control his emotions to serve customers in the most comfortable mood, always gracious.
needy, friendly, welcoming and knows how to create sympathy with the opposite person.
The success in communication and service of the hotel reception is to bring the highest
satisfaction to customers, and at the same time make them "please come - please leave"
and ready to come back when the opportunity arises. In order to realize my dream of
becoming a professional receptionist at the 5-star Rex hotel, I will do my best to gain the
required knowledge and experience to achieve my dream.