internship unit: XXX Hotel

XXX Hotel-located at ………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

The hotel has novel design, unique shape, luxurious decoration and complete functions. It has Chinese and western restaurants, luxury private rooms, music hotel bar, lobby bar, multi-function hall, meeting room, leisure center, sauna and other service facilities. In addition, the hotel has added three facilities: rooftop viewing bar (with table tennis and billiards), Quyi Dance Tea Hall and film and television hall. It is one of the designated reception hotels for the Asian Games.

2. Internship Department: Housekeeping Department

(2) Introduction of internship position

I am an intern in the hotel housekeeping department, and I have to undergo training before I take up my post. The main content of training is how to make a bed. It is the head of our department who teaches us to make the bed, and even every step of making the bed has requirements, and the whole bed-making process, including throwing sheets, covering quilts and flattening, three-in-one and covering pillowcases, must be completed within three minutes. First of all, it is very difficult to discard the sheets. Generally, it is required to complete them at one time, and ensure that the center line of the sheets coincides with the center line of the whole bed. Then wrap the sheets into corners, that is, wrap the sheets neatly into the upper and lower mattresses. What is important here is that there should be no gap between the sheets and the mattresses, otherwise the sheets will not remain flat. Next, we start to cover the quilt, which is also very particular and skillful, that is, we just need to match the corners of the quilt and then throw it a few times with the quilt. Others can be sorted out in detail, and the main thing is that the center line of the quilt should coincide with the center lines of the bed and sheets, which is the "three-in-one" in the process of making the bed. After this, the last step is to put the pillow in the pillowcase, and keep the full side facing the end of the bed, and the opening direction of the pillowcase is either towards the wall or the window. In the hotel industry, this is very well-founded. I once read a case that a female guest mistakenly put the necklace in the pillowcase because the opening direction of the pillowcase did not meet the regulations.

when I officially went to the housekeeping department for an internship, I found that the job of the housekeeping waiter is not just as simple as making the bed. The first task of the room attendant is to clean the room. There are also certain norms to clean rooms. During the internship, I learned that the waiter should knock at the door before entering the room, and the first step after entering the door is to open the window, then clean up the garbage and throw it away. Next, we will start to make the bed. We should remove the quilts, sheets and pillowcases that have been used by the guests and put them on according to the bed-making procedure. After all this, we began to clean. It should be noted that the wet cloth here generally wipes wooden furniture, while the dry cloth wipes furniture made of metal and glass. Every small place can't be spared. As a whole, the wiping order is circular. In the whole process, we have to put all kinds of furniture and utensils back in place, and check how many daily necessities are consumed in the room. Very detailed things, such as the phone should be placed in the middle of the bedside table, how to point the pen on the note paper and how to look sideways to check whether the mirror is clean when cleaning it, need to be taken seriously in the whole cleaning process. After cleaning, the carpet should be cleaned with a vacuum cleaner. Here, the suction port of the vacuum cleaner should be moved along the arts and sciences of the carpet, so that the carpet can be cleaned without damaging it. The last step is to make up the items consumed in the room. If there are any missing items, record them and report them to the supervisor. During the internship, a guest lost a small square towel. As the guest hasn't left yet, when the guest comes back, the waiter will explain the situation to the guest, and finally the guest will have to pay compensation. Housekeeping attendants also learned that every employee should have a sense of safety, and waiters should know general fire protection knowledge. In addition, the waiter should know more about the hotel and the city, which will provide more unexpected services for the guests and make them more satisfied.

As an intern who has just left campus, I know that I have a lot to learn, and I have too many strangeness and mystery about the job I am about to enter. Under this ambivalence, I am full of confidence and expectation to meet it. When I first came to the hotel, I was deeply attracted by its mysterious colors, fresh air and elegant environment, and I was glad to have the opportunity to practice in this place. When I came to the hotel to arrange a post, I found that I didn't have many advantages. After all, I didn't learn hotel management at school, and everything needed to be explored. At that time, I was interested in hotel rooms, so I chose room service when I didn't know what I needed to do, perhaps because I had never been in contact with them, and I was curious and wanted to know! At that time, the person in charge only said to me, "It is a manual job to be a waiter in the guest room. Why not choose catering?" I replied like this: "I tried it in the summer vacation. I want to try something I haven't done because I am curious and interested." This is an excellent exercise opportunity for me. From the day I stepped into my post, I made up my mind that I must work hard and not let myself have regrets!

In my work, although I am just an ordinary waiter, my work is not only about serving customers, but also a series of complicated procedures. In this half year's work, I found that we should be able to do a good job freely, no matter whether it is heavy, busy or leisure, we should complete every job with a positive attitude, instead of complaining because of the proportion of workload, because complaining is useless. What we should do more is not to think things too badly, but to keep a good attitude and face the team every day. Because a happy attitude will make us feel tired and boring at work. But I still can't avoid complaining. Every day when I get back to my dormitory from work, I'm so tired that I lie on my bed and fall asleep, and I don't even take a shower! When I first arrived at the hotel, I felt that everything was very fresh. After all, it was the first time to leave school and step into social work. Everyone was very excited and had an inexhaustible energy. But there is a difference between imagination and reality after all. When we officially went to work, we found that many things were not as simple as we thought, and gradually our passion died out. From my internship in the housekeeping department these days, we can understand that the workload of the housekeeping waiter is very large. On the other hand, the head waiter, supervisor and manager of the housekeeping department started from the grassroots waiter step by step, and they were very familiar with the grassroots work and very skilled. The supervisor personally gave me a demonstration of making the bed, and the action was quick. Moreover, whenever the hotel receives important guests, it is usually the supervisor or even the manager who personally cleans the rooms without any negligence. From here, practice and details are very important things that run through every employee of the hotel.

I studied business knowledge hard at work. Under the guidance of the foreman's training, I quickly became familiar with the basic situation of the hotel and the post process of cashier, from theoretical knowledge to practical operation, from serving guests to tidying rooms. For hotels and other service industries, 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, but also lay the foundation for their coming again. But also can make customers feel honored and establish a good brand and image for the enterprise. In Kaiyuan, we can see that hotel leaders attach great importance to the improvement of service quality. Even for our short-term interns, they must undergo strict etiquette training before they can take up their posts. Follow-up training and guidance for old employees, and constantly improve and improve their professional quality and level. Department managers and supervisors often say to us, "Your every move represents our Kaiyuan, and your image is the image of our Kaiyuan". "The guests will never be wrong, but only we will be wrong. ”。 "Only sincere service will bring a smile to the guests. "