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INTERNSHIP REPORT Trang an international travel and media joint stock company

ACKNOWLEDGEMENT
First of all, I would like to express my gratitude to managers and colleagues at
Trang An Travel., JSC. I would be grateful to the company for giving me the
opportunities to apply my academic knowledge and sharing useful information
statistics which have helped me in completing my internship report. Moreover, I
would also lile to send my sincere thanks to teachers at English Department of
Thuongmai University for guidance and support during my internship process.
After one month (from 02/01/2018 to 26/01/2018), under the valuable support
and instruction of managers and colleges in the company, I was able to apply the
knowledge obtained at university into practice, meanwhile collecting basic
information to complete the internship report. I had the opportunity to study and
gain experience from working environment of the company and colleagues.
Due to internship period only in the early stages, combined with my limited
ability, the report is certain to have some mistakes. I wish I would receive the
teacher’s comments to make the report more complete. I will strive to use gained
knowledge and skills in the best possible way.
Hanoi, January 27th, 2018
Student

Nguyen Thi Huong Ly


i


ABSTRACT
In the past years with the trend of global market economy, Vietnam’s economy
has developed strongly, the position of Viet Nam has been improved in the
international market. Tourism has become one of the official service industries
contributing to economic growth of the country. At the same time, the appearance of
domestic and international travel companies has brought good potential for this
industry. Particularly, annually it attracts millions of international visitors to Viet
Nam, which creates a large source of foreign exchange.
As the development trend of this industry, Trang An International Travel and
Media Joint Stock Company or Trang An Travel., JSC is established. Although the
company, only with more than seven years of experience in tourism, has built a
name for itself in the tourism industry in Vietnam and has reached the world market.
The company has become one of the leading tourism companies in Vietnam.
My internship report includes four parts:
 Part I : Introduction about Trang An International Travel and Media JSC
 Part II : Overview about the internship program at Trang An International
Travel and Media JSC
 Part III : Evaluation on the practice of English in the company
 Part IV : Topic proposal for Graduation Report

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TABLES OF CONTENTS
ACKNOWLEDGEMENT..........................................................................................i
ABSTRACT..............................................................................................................ii
LIST OF ABBREVIATIONS...................................................................................iv
LIST OF TABLES, DIAGRAMS AND FIGURES...................................................v
PART 1: OVERVIEW OF TRANG AN INTERNATIONAL TRAVEL AND MEDIA
JOINT STOCK COMPANY......................................................................................1
1.1. General introduction about Trang An Travel.......................................................1
1.1.1. The process of formation and development.....................................................1
1.1.2. Organizational Structure................................................................................2
1.1.3. Main Services and Products...........................................................................4
1.2. Introduction about Tour Operation Department..................................................5
PART 2: OVERVIEW ABOUT THE INTERNSHIP PROGRAM TRANG AN
TRAVEL.,JSC...........................................................................................................7


2.1. Activities and tasks accomplished during the internship program......................7
2.2. Difficulties and valuable experiences gained from the internship program.........7
PART 3: EVALUATION ON THE PRACTICE OF ENGLISH IN TRANG AN
TRAVEL.,JSC.........................................................................................................10
3.1. Evaluation on the practice of English in the company.......................................10
3.2. Research Problems Recommendation...............................................................11
PART 4: TOPIC PROPOSAL FOR GRADUATION REPORT...............................12
CONCLUSION.......................................................................................................13
REFERENCES........................................................................................................14

iii


LIST OF ABBREVIATIONS
Abbreviations

English meaning

JSC

Joint Stock Company

VNU

Vietnam National University, Hanoi

VNPT

Vietnam Posts and Telecommunications Group

OCB

Orient Commercial Joint Stock Bank

VTV

Vietnam Television

VND

Vietnam Dong

VISTA

Vietnam Society of Travel Agents

iv


LIST OF TABLES, DIAGRAMS AND FIGURES

No

Name

1

Image 1.1

2

Diagram 1.2

Content
Logo of Trang An Travel., JSC
Trang An Travel., JSC’s Organizational
Structure Diagram

v


PART 1: OVERVIEW OF TRANG AN INTERNATIONAL TRAVEL AND
MEDIA JOINT STOCK COMPANY
1.1. General introduction about Trang An Travel
Trang An International Travel and Media Joint Stock
Company is established in 13th May 2010, of which Mr
Nguyen Huu Cuong is the chairman of Board, the General
Manager. And Mrs Nguyen Thi Thanh Tra is Assistant
General Manager and Mr. Nguyen Dong Giang is Deputy
Managing Director. The company focuses on Travel Tour
Operator

including

domestic

travel

business

and

Image 1.1. Logo of
Trang An Travel

international travel business.
Company Name (in Vietnamese: Công ty Cổ phần Du lịch Quốc tế và Truyền
thông Tràng An)
English Commercial Name: Trang An International Travel and Media Joint
Stock Company.
Abbreviated company name: TrangAnTravel .,JSC
Authorized Capital: 20,000,000,000 VND
Head office address: 97 Khuat Duy Tien Street, Thanh Xuan District, Hanoi
Address:
Sales Office 1: 3rd floor, TĐL Building, 22 Lang Ha Street, Dong Da District,
Ha Noi
Sales Office 2: 260 – 262 Ba Trieu Street, Hai Ba Trung District, Ha Noi.
Email: vanphong@trangantravel.com.vn
Website: http//:trangantravel.com.vn
Telephone: 0934 600 500 - (+84) 24 3552 8899
Fax: 0435430184
1.1.1.

The process of formation and development

Trang An International Travel and Media Joint Stock Company is established
in 2010. After more than seven years of operations and accumulating experience,
Trang An Travel has become a prestige brand and quality, serving more than 100

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dealers with thousands of domestic and foreign customers. With ambition to
become one of the leading brands in Viet Nam, Trang An Travel not only brings the
best quality products but also creates a bridge in order to help businesses connect
with the international market.
Besides, investment in developing resources is also one of the most important
policies of the company. With many different ways, the company has recruited high
qualified staff from many locations. With more than fifty staffs, collaborators and
guides who are energetic, dynamic and creative, which has helped the company
design new, creative and impressive tours and professional. The company would
like to bring customers the best quality products and services.
Trang An Travel., JSC is also a member of Vietnam Tourism Association
(VITA) and Vietnam Society of Travel Agents (VISTA). Along with it is the
consolidation of internal unity, expansion of cooperation, creating relationships with
businesses and foreign and domestic travel companies. This is also the premise for
the company to develop and expand the scale of business activities. Over the years
with the commitment to ensure the brand Look Travel, Trang An Travel., JSC has
the opportunity to alliance with many tourism companies throughout the country
and serves the business units, school agencies such as: Mobifone, VNPT,
Vinaphone, Vinaconex, Hanosimex, Hanoi National University of Education, VNU,
The People’s Committee, The provincial People’s Council, Vietin Bank, OCB, VTV,
the system of pharmaceutical companies, etc. Trang An Travel., JSC is more and
more expands cooperation with other companies.
Trang An International Travel and Media Joint Stock Company is proud to
have well trained, professional, experienced staff and managers, specialized in the
field of tourism, and more than hundreds of collaborators who are professional,
coming from different university and having high capacity, expertise, enthusiasm
and always want to get the work done with highest quality and efficiency.
1.1.2.

Organizational Structure

The organizational structure of Donuts Hanoi Co., Ltd consists of General
Director, Board of Director and 5 functional departments: Sale Department,
Marketing Department, Department of Tour Operation, Department of Finance and

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Accounting and Tour Guide. The current General Manager of Trang An Travel., JSC
is Mr. Nguyen Huu Cuong, who directly manages the company, in coordination
with the Board of Managers to supervise all business activities, coordinate Human
Resource and correct policies

General Manager

Board of Director

Department

Diagram 1.2. Trang An Travel., JSC’s Organizational Structure DiagramDepartment
Department
of Organizational
Structure of Trang
An Travel., JSC)
of Finance
Marketing
Tour
Sale (Source: Model

of Tour
Department
Department
Each department has
its own functionsOperation
and responsibilities.Guide
However, they stilland
Accounting

have a tight relationship with each other in order to ensure the consistency of
management system
 Roles and functions of each department in the company:
Board of Director: This is the highest authority of the company taking
responsibility to make all decisions related to development production, strategies,
business and market development plans, etc.,

Sale Department: To manage all business activities: setting up a business plan
and business strategies, finding out and analyzing the market, building customer
incentives, seeking markets and developing sales activities to potential clients.
Marketing Department: To set up different strategies and spread the attraction
of tourists to the company as well as promote the products and services, widely
promote the image of the company, guide and answers any customers’ complaint.
Department of Tour Operation: This department deploys the entire work of
operating the Tour programs. Planning the implementation of the work related to
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tourism program such as: Travel schedule, hotel booking, visa, transport, etc.
Particularly, ensuring the requirements of time and quality. Moreover, the
department also tracks the process of implementing the tour program, in
collaboration with the Department of Finance to implement the payment with the
service provider. Also, Timely dealing with the unusual case happens during tours.
Tour Guide: The Company has more than 20 members including collaborators
from 22 ages to 35 age with various foreign language such as English, Chinese,
Japanese, etc., Tour guides directly travel with tours in order to introduce about the
destination and guide tourists to visit.
Department of Finance and Accounting: It has the statistical function and
financial planning of the company as well as writing the report of corporate income
for the company monthly and supervise, report on the use of capital and assets of
the company. Besides, implementing the financial decisions of directors and
accounting work effectively and economically, avoid waste, regulations, regimes
under the current regulations.
1.1.3.

Main Services and Products

Trang An Travel offers a wide range of domestic and international travel
programs, ranging from short-term, long-term programs, academic programs, work,
conferences, and events, etc., with competitive price, best quality.
Each season, Trang An Travel will launch various travel packages to facilitate
the choice of customers with extreme preference.

-

Domestic Tourism Program
Thanh Hoa tourism ( 3 days 2 nights)
Ninh Binh – Trang An Tourism ( 1 day)
Sapa Tourism ( 4 days 3 nights)
Ha Giang Tourism ( 3 days 2 nights)
Dien Bien Tourism ( 3 days 2 nights)
Ha Long Bay Tourism ( 2 days 1 nights)
Da Nang Tourism ( 4 days 3 nights)
Hue Tourism ( 5 days 4 nights)
Ly Son Tourism ( 4days 3nights)
Nha Trang Tourism ( 4days 3 nights)
Da Lat Tourism ( 4days 3nights)
Phu Quoc Tourism ( 4 days 3 nights)
Sai Gon City Tourism ( 7 days 6 nights)
Con Dao Tourism ( 3 days 2 nights)
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-

International Tourism Program
Asia Tourism
Europe Tourism
Africa Tourism
America Tourism
Australia Tourism

Moreover, Trang An Travel., JSC also provides some travel services such as:
- Visa and passport service
- Reservation hotel
- Hotel, venue and rental booking international and domestic partners
- Tickets service and transportation: VIP limousine service
- The online design, production and management team directly promotions.
1.2. Introduction about Tour Operation Department
Tour Operation Department plays an important role in the company. It is
responsible for organizing and preparing holiday tours. Particularly, operators must
follow new trends in the popularity of destinations and packages, and adjust
company plans accordingly. This department deploys the entire work of operating
the Tour programs. Planning the implementation of the work related to tourism
program such as: Travel schedule, hotel booking, visa, transport, etc. Particularly,
ensuring the requirements of time and quality. Moreover, the department also tracks
the process of implementing the tour program, in collaboration with the Department
of Finance to implement the payment with the service provider. Also, Timely
dealing with the unusual case happens during tours
Tour Operator Department is divided into: Domestic Tour Operation and
International Tour Operation.
Domestic Tour Operation: Providing many kinds of domestic tours which are
both unique, attractive and suitable with all customers. High quality of services and
ideal destinations are always accompanied with you passion to explore beautiful
Vietnam.
International Tour Operation: Operating tours for foreign visitors who would
like to travel in Vietnam and organize international tours for Vietnamese people
who want to travel abroad (Inbound and Outbound). To have the most attractive
tours, this department has cooperated with companies in foreign countries.

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PART 2: OVERVIEW ABOUT THE INTERNSHIP PROGRAM TRANG AN
TRAVEL.,JSC
2.1. Activities and tasks accomplished during the internship program
During the internship program, I have found it very beneficial and interesting
to work as International Tour Operator in Tour Operation Department. In the first
week, I start to answer emails that the company receives from customers who have
doubts or questions about the international tours the company sells. I deal a little bit
with phone calls to answer customer’s questions about the international tours, to
book tours and to assure the different hostels (from different places), the number of
people (from our trips) who are going to stay with them. I also talk to customer who
walk in and explain a bit about the tours’ packages.
In addition, I give information about the transports and location, book online
tickets for the customers. Doing administration work: update costumer files, writing
follow up letters, writing day sheets for which includes instructions, issue tickets ,
printing tent cards and finalize cruise packages.
In the next weeks, I must contact with the foreign companies in order to
prepare and organize international tours. Specific tasks as liaising with coach
operators, airlines, hoteliers and resort representatives, confirming customer names
with airlines and foreign hotel, providing pricing information. Moreover, I have to
handle bookings, invoicing and issuing of tickets, and also agree service levels,
contracts and costs with customers. I usually collect, evaluate and respond to
domestic and foreign customer’s feedbacks.
In addition, I also try programming an international tour. Deciding how many
visitors to take part in this tour and the resorts or hotel for visitors and
2.2. Difficulties and valuable experiences gained from the internship
program
 Difficulties
Firstly, my major is Business English, I have never had any knowledge about
the work of the tourism industry. Therefore, I hardly adapt with working

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environment of the company. Also, there is a little anxiety and confusion about my
knowledge.
Secondly, I have not many soft skills and specialized knowledge is limited, so
it is difficult to get jobs and present my ideas.
Thirdly, when encountering new problems or bugs in the work process, I am
very confused when processing them. Often I have to ask my colleagues for help.
 Valuable experiences
The impact of internship is very useful because it enables me to have a
positive view about the real job in the future. The practice in the company has
developed my confidence to work in travel agency. I am much more aware of the
rules, functions and regulations that has to be followed by liberal tours and travels.
This type of organizational practice or internship required for the tourism students
to develop skills knowledge and experience in travel and tourism industries. It is
more fruitful to build confidence and ability which will be very helpful to me for
the further career development.
From how to issue permit to how to deliver the good service and lot more, I
experienced that the working attracting customer, sending quotes, giving
information is just 30% of the work. Meanwhile, other 70% is done in the field once
foreign visitors. The success and unsuccessful of the entire operation depends on
staffs ability to handle the field work, weather condition, clients fitness and overall
packaging. Besides, I realize that Tour Operators play vital role in the Tourism
Company. Thanks to them, travel programs are planned in detailed, unique and
attractive way.
Moreover, I can gain some key skills for tour operators such as a demonstrable
interest in travel, knowledge of key holiday destinations, excellent interpersonal
skills, communications skill, customer service skill, organizational skill,
commercial awareness and good time management skill.
I also realized that Marketing is very important tool to bring client. Happy
customers of past plays vital role in marketing the company in their home country.
The recommendation is the best way of marketing in the tourism business. The use
of social media also plays crucial role in marketing the tourism product to the
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customer. It is the cheapest, fastest, easiest way to convey what company tourism
products are. Particularly, English plays an important language in order that staffs
can communicate with customers fluently.
The most interesting experience is that I am learning a lot of how to tourism
company’s works and how to deal with the different customers. I am learning a lot
about the tourism area and how backpacking traveling actually works. Particularly, I
have chance of practising Business English which I have ever studied in
ThuongMai University in office environment and learn a lot of business terms,
tourism vocabulary, and the business Canadian environment, as well as the English
business environment. I think it will help me a lot when I find a job.

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PART 3: EVALUATION ON THE PRACTICE OF ENGLISH IN TRANG AN
TRAVEL.,JSC
3.1. Evaluation on the practice of English in the company.
Currently, English has become the global language. Among thounsand of
different languages, the world has chosen English as a means for people to
understand each other. English is the official language of 53 countries and
territories, the official language of the EU and the third widely used language after
Chinese and Spanish. English plays an important role in all fields of politic,
economy, culture, society, etc. It represents a key offering more opportunities to
expand business scale, seek more investors, partners and exploit new markets...from
which improve profitability and production efficiency.
In that context, as operating in Tourism industry, Trang An Travel now mostly
uses English when negotiating with foreign customers or foreign companies in
order to promote its image. Trang An Travel always offers a wide range of domestic
and international travel programs. Therefore, the company has lately started to seek
and maintain relationships with foreign investors and almost employees in the
company must English in different situations. They have been trained to negotiate,
handle international contracts, write e-mails and communicate with foreign
customers and companies. Currently, about 70% of the company’s staff are able to
communicate skilled and write in English. Other 30% are average at English, but
they can another language such as Korean, Japanese, etc.
In daily transactions, English is also widely used in Trang An Travel, mainly
in dealing with foreign customers and partner companies. These transactions are
usually related to orders, negotiation and payment. English proficiency of the
employees who perform transactions are very high. They are mostly student from
English Departments of different universities. In addition, employees in
departments not specializing in English as Finance-Accounting, Marketing, Human
Resource have a level of English. Staff before being recruited into the company
must pass the English test.

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Moreover, all the company’s official websites are designed in English and
Vietnamese so that it help not only Vietnamese people but also foreigners easily
access information about tourism programs.
Particularly, the company also connect with some English training centers in
Hanoi to build up some English commercial courses in order to cultivate the
knowledge for staffs. Accordingly, the courses will focus on English negotiation,
email writing, contract drafting, etc., in order to turn the language into an effective
tool for the business. Furthermore, Trang An Travel also arrange in order that staff
can take part in Tourism conferences on sharing skills and experiences about
Tourism business held by domestic and foreign organizations.
3.2. Research Problems Recommendation.
The practice of English in Trang An Travel is relatively good, and it still has
some problems to consider. Through experiences obtained during the one-month
internship and my knowledge background. I propose some problems to research on:
 Errors when drafting business correspondence relating transaction with
customers or partners. Business correspondence is very important in transactions of
company. It’s considered as confirmation of company for customers or partners.
Therefore, it should not have any errors. And company need to put forward a
writing course to improve this situation.
 The grammatical errors in reading and writing some business reports or
documents. It’s basic fault which staff should avoid when writing text. Because, its
can result in misunderstanding. Therefore, company must improve this condition.
 The company need to improve some problems with translating English
documentary.

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PART 4: TOPIC PROPOSAL FOR GRADUATION REPORT
“Problems with translating English in Trang An Travel., JSC and possible
solutions”
 Rationale for the research
In the global market, English is the third most widely – spoken language in
terms of native speakers, of which it has at least 330 million. Translation is
important because no everyone speaks English well. English is the most commonly
spoken language. But that doesn’t mean you can overlook all the people who don’t
speak it. And just because a person can speak some English, that doesn’t mean they
can speak it well enough to cope in all situations. Moreover, translation is important
because people prefer their native language and it can connects the global economy.
And also is tourism company, Trang An International Travel and Media Joint
Stock Company usually uses English translation. When translating for company, it’s
important to get it right the first time. And the company always chooses qualified
human translators to ensure your outreach efforts don’t end up a word salad.
Particularly, standard translation will help company communicate with their
international customers in the language they prefer to use. Translation is one of the
most important role in Trang An Travel., JSC.

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CONCLUSION
The key of success of Trang An International Travel and Media Joint Stock
Company is the best quality with competitive prices. The company also creates
trade links between domestic and foreign enterprises. It attaches special importance
to training managers and staffs who are competent, professional, dynamic, creative
and highly adaptable is also the key for Trang An Travel to accomplish the goal of
becoming the leading travel company in Vietnam.
During one month doing the internship as an office staff at Trang An Travel.,
JSC, I possessed the a opportunity to apply the knowledge obtained at ThuongMai
university into reality and learn more about skills, attitudes, methods of working,
communication in business environment, generating valuable experiences that helps
me give out the clear direction for my future career.
Through my experiences obtained during the one-month internship and my
knowledge background, I conducted this report in order to figure out my
experiences in internship program in Trang An Travel
I would love to give my sincere thanks to teachers in English Department of
ThuongMai university and all managers and colleges at Trang An International
Travel and Media Joint Stock Company for helping me to accomplish this report.
Hanoi, January 27th, 2018
Student
Nguyen Thi Huong Ly

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REFERENCES
We would like to express our gratitude to the following researches for
providing the very useful information sources so that we could complete this study:
1. https://www.trangantravel.com.vn/
2. Trang An International Travel and Media Joint Stock Company, synthesis
report from 2014 to 2017.
3. Trang An International Travel and Media Joint Stock Company, annual
summary report.
4. Alastair M. Morrison (2013), Marketing and Managing Tourism
Destinations

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