Summary report of hotel training class 1

After more than two years of study and accumulation, I finally started a new course in my life-internship. As a student majoring in hotel, I chose the hotel receptionist who is close to my major as my internship post.

First, the purpose of internship

Go deep into the post, understand the specific work content, and combine the theoretical knowledge I have learned with practice.

second, internship content

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 there. 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 calling service and air ticket booking. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the front desk of the department they first contacted will be selected, 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 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 enable newcomers to gain experience quickly, be guided by shift colleagues when the workload is small, and absorb more experience and grow rapidly when the workload is heavy.

Third, internship experience

Internship is a good platform, which gives us a new understanding of society. Only when we have experienced it in reality will we understand that this society is so complicated and far from perfect. During my internship in a hotel, for a while, I found my thoughts and opinions so naive, but then I slowly let go. In college, we are just a blank sheet of paper. Only through internship can we appreciate the society and life. In this humble position at the front desk, I can feel the human feelings in the society. I have accumulated a little social experience and learned the way of life, and understood the complexity of interpersonal relationships, which is the most precious part of the whole internship process. Throughout the internship, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, so that I paid attention to what I had never paid attention to.

obviously, the workload of the front desk is very heavy. Moreover, when the hotel receives important guests, it is usually the manager who makes a thousand instructions or even handles them personally, and there is no negligence. I have to say, patience and carefulness are the things that every hotel employee must have. Although the work in the hotel is the same and repeated every day, most of the guests received come from all over the country for sightseeing, so they can feel that different regions have different cultural atmosphere. Of course, most of them are domestic tourists, so there is little exotic atmosphere.

Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedures of this work are complicated and numerous. During this long and short time, I found that to do a good job, we must adjust our mentality. No matter whether the work is heavy or leisure, we should complete every job with our heart instead of complaining. When you make a mistake, do everything you can to make up for it, not to escape. What I want to say is that at the moment, the salary of the front desk of the hotel is generally a basic salary plus a commission. That is to say, there are many guests staying, and their salary is also high. This is the motivation to encourage everyone to work hard and work overtime.

Fourth, internship summary

As a rookie, I will inevitably make mistakes in my work. Fortunately, the manager and colleagues did not blame me very much, but gave me comfort and encouragement, which made me very moved. It was not easy to meet such an enlightened boss and colleague. I am grateful to an elderly colleague for telling me that no matter what kind of environment, I should remember three points: first, diligence, second, patience, and third, I will never be ashamed to ask questions.

The internship is over now. It is an unforgettable day, full of joy, sweat and bitterness. It is difficult to explain it clearly in a few words. These three months are short, but the process is long. I want to sum up well, strengthen my shortcomings, rearrange my confidence and welcome a new beginning. Through this internship, I really learned a lot of practical things, which I can't learn in class.

Summary Report of Hotel Training Course 2

Internship is a rare experience opportunity for every college student. As students who live on campus all the year round, we still have many doubts and even confusions about this society and our future. But after coming here and coming to society. It seems that many questions have been answered, and those questions that have been confused and confused have gradually been solved in society.

Now, through the social practice in _ Hotel, I have gained a lot of new achievements and new understandings in my work. Although there are still some areas that need to be improved, it has grown greatly compared with the past. My own work is summarized as follows:

1. Objectives of internship

Internship is an opportunity for college students to practice professional learning, and it is also an experience stage to understand the social environment. Therefore, my main objectives in this internship are:

1. Adapt to the environment in the hotel environment, experience the work, and correctly understand the hotel management system and practice my professional knowledge.

2. Understand the social environment, adapt to the independent life in the society, and exercise your own ability to handle life affairs.

3. Strengthen interpersonal communication, learn work and life experience from communication and consultation, and exercise self-communication ability.

second, personal thoughts and feelings

in the actual social environment, I met many strange setbacks and experiences that I didn't have on campus. Although the feelings were very bad, they made me realize some difficult things about society and work. Let me learn to solve and deal with the shortcomings in these work, and improve my thinking and ability.

Through the experience in the internship, I have exercised my own thoughts, improved my work enthusiasm and attitude, and strengthened my self-management ability, so that I can maintain a good attitude and management ability in my work and life. Learn to compete, learn excellent skills and constantly improve yourself.

iii. hotel work

at work, as an intern, I was initially responsible for only some simple and basic tasks. But at work, I never slack off myself. Although the work in the hotel is very tired and hard, I always do my duty diligently and learn from it. Gradually, I also began to take on some basic management tasks, and give full play to what I have learned, and better exercise my ability at work!

fourth, the internship experience

in the internship work, I really have a deep understanding of the hard work. Many interns are responsible for manual labor, so many people quit their internships not long after. But I persisted, encouraged each other with the interns around me, and finally adapted to this job smoothly.

this experience has made me understand that there is no really difficult job. As long as we persist, we can adapt to the difficult things and break through the predicament!

Summary Report of Hotel Training Course 3

Interns are an important resource of hotels, which is recognized by the hotel industry. First of all, the salary and welfare of interns will be much lower than that of regular employees, while work, like regular employees, will help reduce labor costs. Secondly, interns are more specific and targeted in finding and solving the problems existing in enterprise management and service than experts' short-term investigation and consultation, and they are more likely to find some neglected problems when they just enter the enterprise than employees who have been expecting for a long time. Thirdly, there must be some differences between the theory and practice they have learned in their study, which enables them to look at the links and processes of enterprise management and service with doubts, which is conducive to raising and solving problems. However, with the rapid development of modern economy and the change of social system, there are many problems in the use and management of interns in hotels, such as the low enthusiasm of interns and the difference between the internship purpose and the hotel demand. How to fundamentally solve these problems and manage interns more scientifically and reasonably is inseparable from the future development level of hotels.

1. Problems in hotel management interns

1. The internship period is short, and interns lack a sense of psychological belonging. As a student, the internship period required is short, and they generally don't stay to work after the expiration. These objective factors make it difficult for interns to have a strong sense of responsibility and mission, and it is easy to breed the psychology of "being a monk for a day and bumping into a bell for a day". Interns often find that they can't get familiar with the new environment and adapt to the new environment immediately, and it is inevitable to make some low-level mistakes. When they go to work, they are all nervous, afraid of making mistakes, fines, reprimands from the foreman and supervisors, and they dare not explain when they are wronged at work, which causes students to be unable to adapt to hotel work for a long time. At this time, hotel managers and old employees often take a reprimand and impatient attitude, which makes these interns feel that they are outsiders. In addition, they did not want to stay here for a long time, so it is difficult to integrate with the hotel and have a sense of belonging.

2. Because the internship time of interns is mostly between six months and one year, interns are assigned to work in various departments, especially those with technical content. It takes about three months to bring a new person out. Often, they have just become familiar with their business and have to go back to school to study or change their internship positions, so that they have to re-train new people, which will have a certain impact on the normal operation of the hotel department and is not conducive to long-term management. How to make them play their role to the maximum in a short time is a problem that hotel managers must think about.

3. The interns have insufficient social and practical experience. Hotel guests are complex in composition and belong to high-consumption places. As interns have just left school, they are young (secondary school students), have little social experience, lack judgment on right and wrong, and have uneven moral cultivation. A small number of people are easily infected with bad habits such as indolence and vanity, which will affect the overall image of the hotel. In addition, interns just put down their books and have rich theoretical knowledge, but lack practical work experience, so correct ideological guidance and practical training are very important.

4. The interns are not satisfied with the hotel. Because interns have too high expectations for hotels and jobs, they are too demanding of managers and are too sensitive to finding loopholes in hotels. When the gap between expectations and reality is too large or even deviates, they are easily in conflict with the hotel system. The hotel system is to standardize the service standard of every employee, and strict management system is the basic guarantee for the normal operation of the hotel. Without strict management system, there will be no high-quality service and no good economic benefits. However, in order to improve work efficiency, many hotels mainly use "punishment" in management methods, and there are few incentive mechanisms for employees in their work, which makes the system lack of human touch, which has caused their low satisfaction with the hotel and is not conducive to hotel management.

5. There is a single source and a large number of interns. Once the phenomenon of collective withdrawal occurs, the number of service personnel will be drastically reduced, and the temporary replenishment cannot be completed in a short time, which will have a fatal impact on the hotel.

Second, the hotel's countermeasures to solve the management problems of interns

1. Enhance the interns' sense of identity with the hotel. It is necessary to encourage contract employees and interns to communicate more and communicate more, so as to avoid artificially creating xenophobia and avoid discrimination, bullying and marginalization. Hotel managers treat interns as formal employees emotionally and treat them as contract employees to avoid discrimination. The manager's work style should make interns feel that the hotel is trustworthy and worth working hard for. For interns who have always been in school, are simple-minded and demand fair treatment, the positive role is more obvious, which can increase their sense of belonging. Hotels should encourage interns more, punish them less, guide them more and complain less. For example, Kaiyuan Xiaoshan Hotel regularly holds interns' symposiums to listen to students' opinions. On the one hand, it helps to understand the cooperation of departments with internships and master students' opinions. On the other hand, it encourages students to find defects in the hotel and praise and reward valuable suggestions made by students. Pay more attention to interns, and pay close attention to the ideological changes of interns while caring about their lives. Pay special attention to the daily life of interns, and make arrangements for corresponding facilities and group activities within the scope of cost permission.

2. properly arrange the rotation of interns. Interns go to the hotel for internship, hoping to get in touch with more different departments through a period of internship (usually half a year), and they have the requirement of rotation. For hotels, the problem of job rotation is that interns may just be familiar with one department and have to practice in other departments, which will inevitably bring difficulties to management training. To this end, some hotels simply do not implement rotation, and directly adopt the method of fixed departmental posts for interns. This practice reflects the short-sightedness of the value of interns' resources, fails to recognize the difference between employment and development, and is not conducive to motivating interns' enthusiasm, and also loses the possibility of finding overall problems through more comprehensive internships. In fact, rotation is not difficult to solve. The specific practice can make different internship plans for each intern to avoid the emergence of simultaneous rotation, so that