the food and beverage department is the largest department in the resort, and its employees are also the hardest, with the longest working hours, the greatest work intensity and the most complicated affairs. In addition to welcoming guests, setting tables, folding cloth, passing dishes, serving food and removing tables, they also have to work as part-time handymen, carrying tables and chairs, washing cups and other dirty and heavy jobs, but I have had a very fulfilling two weeks. During these two weeks, I worked as an intern in the banquet hall, coffee shop, Huaiyang Hall and the second floor of Fenghua Building.

1. The main contents of my internship:

1. Understand the distribution and functions of public facilities and business premises in the catering department.

2. Understand the main service items, special services and the distribution of each service item provided by the Food and Beverage Department. The specific service content, service time limit, service department and contact information of the service items of the Food and Beverage Department.

3. Understand the workflow of each position in each business hall.

4. Understand the ideological trends of employees.

The banquet hall is located in Shenghua Building in the old district. The hall can accommodate 311 people at 31 tables, and there is no private room. The number of employees is 17. The coffee shop is located in Xianghua Building in the new area, with 27 tables in the hall that can accommodate 111 people, and there is no private room. The number of employees is 17. Huaiyang Hall is located in Shenghua Building in the old district, with 111 people at table in the hall, 121 people at table 12 in the elegant room, and 19 people on the job. On the second floor of Fenghua Building, 21 tables in the lobby can receive 211 people, and the first-class world can receive 21 people, with 19 employees.

dining can be around the table or buffet. It is usually a buffet in the morning, and lunch and dinner are generally a combination of buffet and table.

workflow: order taking-hall arrangement-table setting-welcoming guests-in-meal service-checkout service-seeing off guests-after-meal arrangement.

The duties of the waiter are: be familiar with the business knowledge of this position, pay attention to gfd, dress according to the regulations, and keep it clean and tidy. Do a good job in the hygiene of the restaurant and complete all the work assigned by the foreman. Do a good job of pre-meal preparation, check whether the spare tableware is complete, whether the dining table utensils are neat and complete, and understand the variety of dishes for the meal. Stand 11 minutes before the meal, ready to welcome the guests. Be courteous, courteous and patient during meals, and do three things (operating lightly, talking lightly and walking lightly) and four things (being diligent in mouth, eyes, hands and feet) at work, so as to understand the mentality and needs of the guests. Timely and accurately check out the bill for the guests, take the initiative to pull the chair and say goodbye: "Welcome to visit again". Check whether there are any items left by guests in time. In case of any guest's dissatisfaction, listen patiently, listen with an open mind, do not contradict the guest, and report it step by step if you can't solve it yourself.

ii. harvest from internship

through this internship, I have a deeper understanding of the food and beverage department. During my internship in the food and beverage department, I not only improved the business operation procedures of the food and beverage department, but also learned a lot in dealing with people and interacting with others.

1. Improvement of service skills

In this internship, I learned various service skills, such as: welcoming guests, setting tables, folding cloth, serving dishes, removing tables, etc., and I became familiar with service work, got a deeper understanding of service, and further improved my service skills. The service is more skilled, and the service work can be completed skillfully. And with the improvement of service skills, so that I return to the human resources department, my work efficiency has also been improved, and I can also reduce mistakes in my work.

2. improvement of language ability

in the process of serving guests, mastering language ability is an important tool and way for every employee to establish a good relationship with guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects our corporate culture and employees' mental state. We should be natural, smooth and affable, and be calm and polite at all times. Pay attention to the guest's identity and psychology, and use appropriate language. When talking with guests, we should pay attention to whether the collocation of sentence components is accurate, such as whether the address of the guests is misused, etc., and say that the speech should be logical, and the preface should not be incoherent and wordy, which can easily cause the guests' dissatisfaction. Through direct communication with guests these days, my language ability has been greatly improved.

3. Improvement of communicative competence

In interpersonal communication, the first impression is very important for the establishment and maintenance of interpersonal communication, and the impression left by the first contact is often the deepest one. Therefore, graceful appearance, sincere smile and meticulous manners are the keys to leave a good first impression on guests. Treat every guest sincerely. When a guest comes to the resort for the first time, everything is strange, but people are often wary of strange things. At this time, we must rely on sincere hearts to communicate with guests, gain their trust, and provide guests with powerful choices and services like friends, so that guests can feel that you are considerate of him, and he will naturally trust you, thus taking a step forward to become your customers. The establishment of interpersonal relationships should also be started.

4. Improvement of observation ability

The essence of observation ability is to think what the guest thinks, put yourself in the guest's situation, and deliver the service in time and properly before the guest speaks. We should not only make the guests feel that our service is everywhere, but also make them feel at ease. We should also pay attention to the subtle psychology of the guests through their silent language such as behavior, movements and manners. This is the ability to observe.

3. The following are some shortcomings I found in the practice of the food and beverage department:

1. No cohesion leads to the loss of staff and the employees' working attitude is not positive. The work is tiring and heavy. Many new employees feel tired and have no opportunities for development, so they have no motivation to stick to it. Some old employees who have been removed are not very positive in their work attitude, and sometimes they often need the command of the foreman. In my personal opinion, we should mainly establish a cohesive spirit to hold people's hearts and work hard. Assist some praise and rewards, motivate employees, get more for more work, or take an early rest for those who are efficient. To reduce the wastage rate and improve work efficiency.

2. There is a lack of effective communication between supervisors, foremen and employees. Employees are somewhat dissatisfied at work, and the communication between the supervisor and the employees is not thorough enough. Causes the staff psychology to have the suggestion to the supervisor foreman, also can have the resistance psychology to the work. Leaders should try their best to decide.