# Internship Report # Introduction Through the hotel training, I realized that carelessness still happens to me from time to time. The most important thing in working in a hotel is to be careful and patient, so this is a fatal shortcoming. My English level still needs to be improved to facilitate communication with guests. On the other hand, it is necessary to know other foreign languages and cultures properly. There is no "Three Model Articles of Hotel Training Report" compiled for everyone, hoping to help everyone!
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after six and a half months of practical application, we have a certain understanding of the operation of the hotel, and we have benefited a lot from the practice.
I learned many skills in practice, including communication skills, communication skills and sales skills. I experienced the artistry of hotel management and the importance of rational utilization of human resources, and gained a lot of valuable experience wealth; Understand their own shortcomings, summed up the experience and lessons. In the future study and life, I will make clear the direction of my efforts, and constantly carry out self-appreciation to lay the foundation for planning my career in the future.
1. Introduction to the internship unit
Beijing xx Center, which belongs to Beijing xx Center, is a quasi-four-comprehensive hot spring resort hotel with complete facilities and functions, and is the designated unit of Beijing municipal government for conference procurement.
there are nine meeting rooms of various specifications in the hotel, which can meet the meeting requirements of 11-511 people. The meeting room for 511 people can provide large-scale stage, lighting, audio equipment, audio and video recording, slide projection, LED logo display, tea break and other services. It is an ideal place for you to host various meetings, academic exchanges, lectures and trainings, large-scale performances, banquets, press releases, exhibitions, auctions and other activities.
The hotel has all kinds of luxury restaurants, banquet halls, cafeterias and VIP rooms, which can accommodate 711 people at the same time. The restaurants are mainly authentic Sichuan, Shandong and Guangdong cuisines, supplemented by local dishes and home-cooked dishes. All raw materials are green and organic food, which embodies the concept of ecological health and wellness. Roasted whole duck, stewed pigeon with special features, unique production, novel flavor, fragrant lips and teeth, will definitely make you memorable.
the hotel has 117 luxury standard rooms and suites, with elegant interior decoration, broadband access and other services, and high-grade facilities, which are your choice for staying and relaxing.
The hotel recreation and leisure center has complete entertainment facilities, including hot spring swimming, bathing, performing arts and self-help. There are also Internet cafes, bowling, billiards, table tennis, tennis, KTV, fitness and other projects under construction in the second phase, which can meet your various leisure needs.
The hotel is located in Changyang Town, born in xx, Beijing, adjacent to the Asian fishing garden Bixi Fishing Garden and Changyang Jiazhou Shuijun Golf Course in the east. The south is close to Beijing Liangxiang University Town; In the west, there are natural oxygen bar Shangfangshan National Forest Park, geological grottoes, Yinhu Karst Cave and Xianqi Karst Cave, Shidu in Small Guilin in the north, Yunju Temple in the famous temple in the north, Zhoukoudian Peking Man Site, where the ancestor of mankind lived, and other tourist attractions. In the north, there is the world-famous Outlet Super Leisure Hot Spring Shopping Plaza under construction, which is a good place for your travel and holiday.
The hotel enjoys excellent geographical location and convenient transportation, and it is only 31 minutes' drive from Beijing West Railway Station and Liuliqiao Transportation Hub, which can greatly save your precious time.
Second, the main harvest and experience of internship
(1) the harvest of internship
1. The improvement of service consciousness
For service industries such as hotels, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers, lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for enterprises. Learned to treat guests with standard manners; Understand the importance of learning a foreign language well.
2. Improvement of service level
After more than six months of hotel internship, we have a certain understanding of the basic business and operation of the hotel. Politeness is a concentrated reflection of a person's comprehensive quality, especially in hotels. We should dare to say hello to people, and we must do three things in the process of greeting people: mouth to mouth, eye to eye and spirit to mind. We should do our best to meet the requirements of our guests, and try our best to convey them even though some things are not within our responsibility. Although some unreasonable demands can't be done, we should refuse them in a euphemistic tone and help him find other solutions.
What impressed me most was serving the foreign customers of the hotel (mostly from Honda, a big hotel customer). They usually don't speak English very well, so we should guess what he wants to do from their actions and phrases and help him quickly. For example, when a guest speaks AIRPORT in broken English, it is necessary to guess that he wants to go to the airport and ask us to arrange a free delivery service. Next, we should provide them with a bus reservation form, accept his information, and then hand it over to the supervisor to arrange the bus ... < P > 3. Improvement of English level < P > In the hot spring conference star hotel in Grade Four, the practical application ability of English, including listening, speaking and writing, is particularly important. In the process of contacting guests from all over the world, English, as an international language, has played its important role. Without it, I can't communicate with the guests, let alone serve them. During the fair, the guests came from all over the world and were unfamiliar with the hotel, so we were asked to introduce them in English, accept their advice on information such as the guild hall, weather, geography and shopping, and promote Guangzhou and the image of the hotel to the guests in time.
(2) Experience of internship
1. Internship is not about experiencing life
Internship occupied the last summer vacation in our university, but this is different from the summer jobs we used to play. In the process of work, we don't simply sell our labor force in exchange for remuneration, but treat ourselves as a member of the hotel and work closely with colleagues in various departments to maintain the hotel image and create benefits.
during the internship, we won't be treated with special courtesy because we are still undergraduate students. Like other employees, we will learn from the basic knowledge of the hotel and our own work, and we will occasionally do something wrong and no one will be partial.
2. Internship is a process of getting in touch with society
Through this internship, I got a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests, and made many good colleagues and friends. They let me know more about society, broadened my horizons and taught me how to adapt to and integrate into society.
3. The relationship between internship and Beijing xx Hot Spring Conference Hotel
As a member of the hotel, if you put on *, you should safeguard the rights and interests of xx Hotel everywhere, closely connect yourself with the hotel, be familiar with the information of the hotel, represent the interests of the hotel in everything you say and do, and make publicity for the hotel at all times to improve the image of the hotel and yourself.
4. Internship and Employment
During the internship, I got in touch with the society in advance, realized the current employment situation, and made an advance plan for my employment plan in the near future.
Through this internship, I found the point of convergence between myself and the hotel, and made a guide for my employment direction. In addition, the talent training system of Beijing xx Hot Spring Conference Hotel provides us with a lot of learning opportunities and employment opportunities. Internship is actually a job exercise.
iii. internship ideas and suggestions
(I) internship ideas
I initially contacted the hotel industry and Beijing xx Hot Spring Conference Hotel, and found that the large turnover of personnel is a problem of the whole industry. The quality of employees in the hotel industry is uneven, ranging from middle school culture to graduate students and even higher education; At the same time, the age span of employees is very large, and the youngest has just turned 18, but ordinary employees in some departments are over half a year old. The differences in age and education level determine the differences in the efficiency of hotels. For example, the English level of room attendants is generally not high. When guests need some room service, they often don't understand their requirements and ask for the help of colleagues at the front desk or service center, which delays the time and will also cause guests' dissatisfaction.
The hotel industry is an industry that needs team spirit very much, and it is impossible for any guest to help him complete the services he needs. From the moment the guest makes a reservation, we begin to serve him. From reservation to reception to check-in, catering and recreation to check-out, we can't do without the communication and cooperation of all departments.
Beijing xx Hot Spring Conference Hotel is a newly-built four-hotel with a history of more than two years, and there are more or less some management shortcomings. The internal authority of the hotel is unclear and the management is chaotic, which is easy to cause departmental disputes. For example, both the Housekeeping Department and the Concierge Department can provide guests with the return of laundry. When guests call to inquire or complain when they don't receive clothes within the expected time, they often quarrel because of the accountability, which destroys the relationship between departments and affects efficiency.
poor communication and insufficient team cohesion. Some departments of the hotel don't work 24 hours a day, such as reservation department and sales department ... There is no tacit understanding and corresponding contingency mechanism among all departments, which leads to the failure to update the guest information in time, delaying the car pick-up service, baggage transportation and so on.
hotel information is not uniform, and there is no perfect training system. Due to the shortage of manpower, I started my formal work on the first day of work, but at that time, I knew almost nothing about the hotel at the xx Hot Spring Conference in Beijing, and I could only start to understand it from some information provided by the department. As for the building structure of the hotel and the business situation of other departments, I gradually accumulated it by consulting my colleagues around me at work. As the hotel information is compiled by all departments themselves, it is inevitable that there are some discrepancies in some contents, such as the running time of the airport express line from the hotel to the airport, and the information displayed by the concierge department and the housekeeper department is different. In practice, my colleagues told me that the time has been changed recently and there is a new timetable ...
We didn't start the induction training of the human resources department until more than one month after joining the company. At that time, the training hotel still did not provide us with unified training materials, and the training was not targeted, and we spent a lot of time on etiquette and politeness, but at that time we had repeated it many times in the meetings organized by the department. In addition, the training time organized by the Human Resources Department coincided with the heavy tasks of all departments. During the four days of training, new colleagues were absent from work every day and could not participate in the training, which greatly reduced the training effect.
The hotel's management system of Beijing xx Hot Spring Conference is dense and sparse, and the attendance system is not strict enough. Leaders and colleagues often arrive late and leave early, or help people punch in and out cards.
Of course, I also have some shortcomings in this hotel internship. I am not familiar with the department's business in the course of my work, so I can't provide accurate information quickly and flexibly. Carelessness still happens to me from time to time. The most important thing in working in a hotel is to be careful and patient, so this is a fatal shortcoming. My English level still needs to be improved to facilitate communication with guests. On the other hand, it is necessary to know other foreign languages and cultures properly.
(II) Personal suggestions
xx, a subsidiary of the gas development company, has a perfect cadre reserve system. Only by continuing this system and raising the entry threshold of the hotel can we find capable and qualified employees. This can improve the human resources situation, the overall quality, the enthusiasm of employees, the work efficiency and the hotel income.
the human resources department of the hotel can collect the business data of all departments in a unified way, make complete training materials and hotel information, distribute them during employee training and update them in time. Various departments of the hotel should communicate more, and try to unify the hotel information and materials and deliver them in time, so as to avoid the situation that information is blocked or late. This is a necessary measure to improve the hotel service quality, improve work efficiency, resolve departmental disputes and create the hotel image.
in terms of training, aiming at the problem of high employee mobility, I hope that the human resources department can arrange training time according to the new employees' situation every month and the hotel's business situation in that month, and assign special personnel to carry out training and track the work and life of new employees in real time after they work, so as to strengthen their professional quality.
1. There are many experts in English, Japanese and etiquette in the hotel. I hope that the hotel can regularly arrange employees to participate in relevant intensive training in applied English, daily Japanese and international etiquette, so as to improve the service quality of employees and provide more thoughtful services for guests.
2. inquire flight information, determine the time and arrival, and report to the supervisor for vehicle and personnel arrangement.
3. Get out of the car with all the necessary items, finally confirm the arrival time and exit of the flight at the airport (station), and arrive at the exit in advance to prepare for welcoming the guests.
4. Upon receipt of the guest, confirm his identity, and take him back to the hotel by bus after verification, and make arrangements for registration and check-in.
5. provide concierge services such as consultation and storage at the concierge counter.
Part II
After more than two years of study and accumulation, I finally started a new course in my life-internship in XX. As a student majoring in secretarial science, I chose the hotel receptionist who is close to my major as my internship post.
when I first arrived at the hotel, I was very excited. After all, it was the first time I really stepped into social work, and I felt fresh and curious about everything. But when I officially took up my post, I found that this job was very hard, but it also benefited people a lot.
As the facade 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. Therefore, generally speaking, hotels have higher requirements for the front desk, and usually require English to pass Level 3.
the work of the front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, it also includes answering questions for guests, helping them to handle service requirements, 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 department they first contact-the front desk, so the front desk will also work as the coordination center of the whole hotel. The requirements of the guests are basically the same. The lack of a hair dryer, a towel and a clothes rack are usually trivial things, but some guests will make trouble without reason. For example, when booking an air ticket, the guest himself said that he wanted to book three tickets to Beijing, and the guest signed it for confirmation. But when our front desk staff helped to book the tickets for the guests, the guest refused to admit that he had booked three tickets and asked us to refund the cost of the extra tickets. Although it was not our fault, because he had his own signature confirmation form, the hall manager still asked us to admit our mistake and refund the ticket money. I was very angry at that time, but as the saying goes, "The customer is God" and "The guest is always right" is a well-known management motto in the hotel industry, and I have deeply realized it.
at the front desk of the hotel, the work is divided into three classes: morning shift, middle shift and all-night shift, and the work is rotated and closed every week. Except for two people in the all-night class, there are three people in the morning class and three in the middle class. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is better than