Internship Report of Hotel Front Desk

My internship position in a certain hotel in a certain city is the hotel front desk. In this position, I have mastered the reception desk, catering cashier, room cashier, room service center and business center of the hotel. Simply speaking, the golden key of a certain hotel in Chengdu is at the front desk, and the front desk staff is the first to bear any needs of the guests. In fact, in a well-equipped hotel, the division of labor at the reception desk is very clear. The receptionist at the reception desk is only responsible for the reception, and the cashier is only responsible for the cashier. In my opinion, the reception desk in Niutoushan is an exception. Because it has not been long since its opening, the work at the reception desk is obviously hectic, not because the reception desk here is so great that it does everything.

There are many things to learn at the reception desk of Niutoushan Hotel, and getting along with the old employees is regulated and harmonized by the name of master and apprentice. You can learn a lot of skills in front desk work in your daily classes. Looking back, you can see that the strangeness and timidity have been reduced a lot now, how to communicate with strange guests, how to make room reservations for them from the perspective of guests, how to quote room prices, how to make catering menus and how to answer guests' calls. On the one hand, we learned the skills at the front desk, but looking at the overall situation, the front desk also trained our ability to communicate with guests.

Sharpening the knife does not cut the money workers by mistake, and the previous exercise is just to prepare for the post. It is scary to be on duty for the first time, but when you stand at the reception desk and see the humble smile of the guests, it is a kind of satisfaction and a very inexplicable sense of accomplishment.

Although my post is the front desk, I learned far more than the knowledge of the front desk in a hotel in Chengdu. In the initial follow-up, our work also involved catering and guest rooms, food running and the most basic setting. Bedding in guest rooms, room dust removal, cleaning and inventory of room items. If you want to take stock of what you have done, it's really a lot, but as the seniors and seniors hoped, each department has done it.

Looking back on the most tiring day of internship, I have to tidy up the front desk when I get up early in the morning, move the juice bucket and put the cups in the front hall, stand at the door as a hostess when guests come, go to the guest room to learn how to make a room in the morning, do training and study at the front desk in the afternoon, and go to the food and beverage department to help run vegetables in the evening. Think about how great you are and how you survived this day. Behind a successful man, there must be a woman who contributes silently, and behind an excellent team, there must be an excellent leader. I think I can survive because I saw a manager, Mrs fang, who is as busy as we are all day without complaining. With the manager like this, shouldn't we work harder? .

As the first reception department of the hotel, the front desk is the first department to influence the guests and provide services. The efficiency and profit creation of a hotel basically start from here.

A certain hotel in Chengdu, as one of the first hotels established in the reform and opening up, had advanced equipment and accommodation at that time. As an important commercial and industrial city in China, Foshan has enough business guests. According to the statistics of e-hotels, 81% of the guests are representatives of enterprises or business groups on business in Foshan, and a large part of them have chosen e-hotels as their hotels for a long time and signed long-term cooperation agreements with them. The accommodation of these business guests has become an important profit point for business hotels such as electronic hotels.

the work of the front desk is mainly divided into reception and room sales, check-in, check-out and fee settlement, guest answering and service request handling, telephone transfer, TAXI outbound service and air ticket booking. In addition, the front desk is the direct contact department of the guests, so many of the guests' requirements will not be directly put forward to the floor attendant, but the first contact department-the front desk will be chosen, so the front desk will work as the coordination center of the whole hotel, which is particularly reflected in the electronic hotel.

the front desk of the e-hotel is divided into three classes: morning shift, middle shift and all-night shift, which work in rotation and rest every week. Except for one person in the all-night shift, there are three people in the morning shift and three in the middle shift. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose, which can be assigned to one cashier, one person to register and sell, and the other person to be responsible for other services and contact work under heavy workload. But also can alleviate the pressure of cashier, so that cashier can be clear-headed and make no mistakes. The most important thing is that this way of working can quickly let newcomers gain experience, be guided by their shift colleagues when the workload is small, and absorb more experience and grow rapidly when the workload is heavy.

however, the problem is also obvious.

Because this kind of management is basically not in a state of fine management, the personal responsibility is very unclear, and the unclear responsibility directly leads to the unclear power. When problems arise, they will naturally shirk their responsibilities. This problem cannot be solved through education and training. It is human nature to pass the buck.

Therefore, it is necessary to solve this problem, one person, one post. This management method has been applied in many world-famous hotels for many years, and it has been spread to China for some time. From the experience of various places, this can effectively improve the efficiency of reception and other work at the front desk, and can give guests a neat and orderly feeling. According to the relevant contents of consumer psychology, we know that an orderly environment will give people a sense of quality improvement and superiority, which will naturally deepen their goodwill towards the business unit. At this time, with high-quality room service, the status of the hotel in the eyes of guests will be rapidly improved.

In addition, a suitable room status display and processing system already exists in the electronic hotel, but it has not been well applied.

In our existing operation process, we don't reserve time for the room attendant to make a room, and it often happens that we inform the floor to open the room before the room is finished, and then the room attendant often complains. This situation is not conducive to the improvement of room service quality.

Therefore, I propose that we must make good and effective use of the existing electronic room status display and monitoring system.

there are two main approaches.

1. Re-plan the process from the check-out of the guest to the purchase of the OK room, try to absorb the practical experience of the waiters in the guest room and the front desk, and make the most efficient operation process and division of responsibilities.

2. From check-out to room service, the room foreman will make rounds before deciding whether it is OK to buy a room. This operation is to avoid the above situation.

In addition, because the front desk staff have been using paper and pencil to manage the room condition for a long time, it may take more training and regulations to strengthen the use of computers. This conversion may be a little difficult. However, I believe that as long as the management is willing to do so, employees can improve their work efficiency, and naturally they will receive good results.

The internship time is limited. During these eight months, we should learn that not being discouraged, not giving up and persisting is victory. . .