the harvest and important experience of the hotel front desk internship

1. Basic overview of the internship

As a junior majoring in tourism English, I was honored to participate in the internship arranged by the school in my junior year. It has been nearly half a year since I applied to xxx Hotel, and the internship will soon come to an end. Looking back on this period of time, this precious experience, bit by bit are the most unforgettable and unusual memories in my life. This internship in the hotel has benefited me a lot. I have learned a lot that I can't learn in class and books. More importantly, I have learned how to face the society when I leave campus as an adult. During the internship, the hotel gave me enough tolerance, support and help. Under the careful care and guidance of leaders and colleagues, I made some progress in all aspects through my unremitting efforts.

II. Internship Unit

xxx is located in the endless green field, and its facilities include an 18-storey luxury resort hotel, a 9-storey hotel annex, a 3-storey clubhouse, a shopping plaza, a banquet venue and a well-equipped recreation center. Set tourism, leisure and entertainment, global cuisine and hot spring spa in one.

xxx Hotel is positioned as one of the most luxurious and elegant hotels in Hainan Island, with 518 spacious and comfortable rooms and suites. All rooms and suites are elegant in mood and luxurious in taste, without losing Hainan's unique customs, bringing guests a perfect holiday experience. Each room or suite has a balcony with a panoramic view of the natural scenery of the golf course and resort.

iii. content and process of internship

I was assigned to work at the front desk of the front office hotel through the interview, and I had a job as a receptionist. When I reported to the department with the employee's appointment notice, my heart was very uneasy. I didn't know if I was qualified for this job. Hotel front desk is the facade of a hotel, the place where guests form their first impression of the hotel, and the first department to influence guests and make services. The efficiency and profit creation of a hotel basically start from the front desk of the hotel. Therefore, hotels have higher requirements for front desk staff, including employees' image, manners, basic quality, communication and understanding ability, etc. The front desk of a hotel is like the distribution center of hotel information. It can be said that the services of the front desk basically cover all the services that the hotel can provide. Therefore, in order to provide satisfactory and thoughtful services to the guests, the service personnel at the front desk of the hotel need to have sufficient understanding of the operation of various departments of the hotel. During my study, I got a deeper understanding of some basic daily operations of hotel guests, such as how to check in and check out, and carried out practical operations. The work of the front desk mainly includes receiving visitors, selling rooms and hotel facilities, check-in, check-out and fee settlement. Of course, it also includes answering questions for guests, telephone transfer and goods transfer, and foreign currency exchange. In addition, the front desk is the most direct contact department for the guests. In many cases, the requirements of the guests are not directed at the corresponding departments, but the department they are most likely to contact-the front desk. For example, a towel is missing from the guest room and the hair dryer is broken. For example, if the guest wants to book a box in a Chinese restaurant, the guest may not want to communicate directly with the housekeeping department or the catering department, but choose to call the front desk directly. Therefore, the front desk has to work as the coordination center of the whole hotel. Obviously, the workload of the front desk is very large. The tourist season in Hainan is in winter, so the hotel has entered a particularly busy stage since our internship, and the occupancy rate of the hotel is often high. Most of the time, the front desk is in a very busy state. When the team reception or check-out time is concentrated, it is inevitable to face four or five or more guests at the same time. The phone keeps ringing, the children scream and cry, and the bad-tempered guests get angry and yell at each other for no reason. Even in this state, we still have to smile at every guest and try our best to provide quality service for them. It must be said that patience and carefulness are something that every hotel employee must have. As the saying goes: "The customer is God" and "The guest is always right", these are well-known business maxims in the hotel industry.

IV. Summary and experience of internship

Perhaps, in the eyes of outsiders, the work of the hotel front desk is very simple, which is undeniable. I once thought so, but in fact, this work is endless and trivial. In the past six months, I found that if I want to get out of the campus and get a job in the society, the first thing to do is to correct my own mentality and have the mentality that a social person should have. As an adult, you should be responsible and know how to pay for your actions. For their own work, whether heavy or leisure, we should actively study and work hard to complete it; For mistakes, you should face them yourself and take the initiative, not escape. As a rookie, I inevitably made many mistakes in the front desk work, but fortunately, my leaders and colleagues didn't blame me very much, giving me comfort, encouragement and great tolerance, which made me very moved.

(1) Achievements and gains

I have learned a lot these days. Apart from some basic service skills and common sense of hotel receptionists, I have also learned how to change my role in the face of employment, how to adjust my mentality, how to handle my own interests and those of my work unit, how to handle the relationship between colleagues and superiors, and also let me know what kind of service consciousness a service worker should have.

Practice is a good platform, which enables us to have a deeper understanding and cognition of the society. Only through personal experience can we understand the complexity of the society, the fierce competition and our own shortcomings. Through my internship in the hotel, I found that my outlook on life and values became more mature, and I considered things more comprehensively and cautiously. It can be said that the hotel gave me another growth. When I first started to work, I didn't adapt to the long-term standing and the back-and-forth changes of work and rest time. Every time I finished my work, I felt sore all over, and my body was really too much to eat. I thought about giving up when I was sad, but I finally persisted, and I more truly realized the difficulty of my parents earning money to support their families and their kindness to themselves. In the past, when I was at home, my parents loved me, provided me with food and clothing, and when I was at school, I was cared for by my teachers. I didn't seriously think about my responsibilities at all. Now when I have a job, I find that everything is actually hard-won. On the university campus, students help each other and study hard; In the workplace, everyone will work hard to get higher pay and promotion. There is fierce competition everywhere, and stagnation is equal to backwardness. Of course, there is no denying that there is competition for motivation and there is competition for development. The position of front desk made me understand that social competition is fierce. If you want to stand on the society, you must go forward bravely and work hard. Through this internship, I had the opportunity to learn more about the organizational structure and business operations of the hotel, met all kinds of guests, and made many good colleagues and friends. They broadened my horizons, made me more mature, and taught me how to adapt to and integrate into society. Through this internship, I have clearly realized the current employment situation, and also found my own point of convergence with society, which has made a good guide for my future employment.

(II) Problems and Shortcomings

During the whole internship, I saw my own advantages. More importantly, the internship also showed my shortcomings and shortcomings in all aspects without reservation, which made me pay attention to what I didn't pay attention to. In my future study and work, I will strive to improve my quality in all aspects, overcome my shortcomings and deficiencies, and work in the following directions:

First of all, learning is endless, the development of the times is changing rapidly, and the knowledge of various disciplines is changing with each passing day. I will make unremitting efforts to learn all kinds of knowledge, improve my ability in all aspects, and adapt to the requirements of the times;

Secondly, "the industry is good at being diligent and lazy", and in the future work, we will constantly enrich our own business knowledge and service skills, and constantly improve our practical ability by reading more, learning more and practicing more, so as to avoid the general situation that college students are arrogant, do our job well, become an excellent social person, and realize their social and personal values;

Finally, be down-to-earth, stick to it, strengthen the sense of responsibility, strengthen the sense of teamwork, try to overcome your bad mood, correct your attitude, and treat any job positively, enthusiastically and meticulously.

The internship is almost over now. It is an unforgettable day, with joy, happiness, bitterness and sadness. It is really impossible to sum up such feelings in a few words. These months are short, but the process is long and unforgettable. I will definitely sum up my internship experience carefully, develop my own advantages, improve my physical weakness, and greet a new beginning with a brand-new self.

In the next six months, I will continue to study in school and finish my studies. This precious internship experience undoubtedly laid the foundation for my future study and work. Finally, I sincerely thank all the colleagues and leaders of the hotel for their concern, care and encouragement. I have learned a lot from your. Thank xxx hotel for giving me this precious internship opportunity, and thank the hotel for its cultivation, which made me increase my knowledge and experience life. I sincerely hope that xxx can get better and better. thank you