Hotel work log

In our study, work and life on weekdays, everyone often writes a log. Let's write a log together seriously. There are many types of logs, do you know them all? The following is the hotel work log that I helped you organize. Welcome to read and collect it.

hotel work log 1

As a lobby manager, it is very difficult to handle customer complaints, which can be called an art. Here I want to talk about my mentality.

I haven't been in this position for a long time. According to my experience, there are almost few cases where customers simply come to find fault, and of course there are cases (such as extorting money from banks). Most customers actually don't want to find it hard, which means that we should first reflect on ourselves, and we can't think that customers are making trouble unreasonably. Only with such a mentality can we really solve the problem.

If a customer finds you and regards you as a lifeline to tell you what is wrong with our staff, don't rush to defend anything, no matter who is right or wrong, it doesn't matter in itself, because this is not a court, even if you refute the customer, it may bring worse results. First of all, you should sincerely apologize to the customer, because you don't represent yourself. You should first get the customer's good impression on you, so that the following communication can be carried out well. Secondly, you should find out what the customer needs and help the customer solve his problem as soon as possible. If this problem does conflict with the system, you should listen patiently to why the customer is so embarrassed, give him vent channels and don't interrupt. Because some customers may not really have to go against our system, what he needs is a kind of venting, or maybe he is angry in other ways and comes to you to vent, and all we can do to solve the problem is an understanding. You may think it is too wronged and too difficult to do this. Indeed, this requires a good attitude.

this is your job. don't hold a grudge against a customer all the time. treat the past as an experience and that's all.

You can keep a work diary, record any customer complaints and add your own summary. The next customer complaint may be repeated, so you can easily use what you summarized before. If it is a new complaint, it will give you another accumulation of experience, and you will find that your mentality may change from the initial resistance to the customer complaint to the final calm response.

When the customer is in a hurry, you should not do things in disorder, but you must be as anxious as the customer, so that he can feel that you are really trying your best to do things for him, especially when some problems involve another department. When the customer complains, you should follow his instructions, and at the same time, you can complain about the problems in a certain department together, so that the customer can feel that you are on the same side.

No matter how bad the customer's attitude is, our attitude must be good, which is the most important thing, and it is also the most basic principle to remove your responsibility, because sometimes the customer doesn't come at you from time to time, but you have to argue with the customer with a bad attitude, and his spearhead is likely to point at you, so it is very important to protect yourself.

No matter what kind of customers you meet at work, forget them all after work, or make fun of your friends as a joke. Remember the experience, but don't forget about such unhappiness. Hotel's work log 2

Work intensity:

Before the Canton Fair starts, the concierge's work intensity is not very strong. The main job of the morning shift is to deliver reports and newspapers, and the rest of the time, I need to be a receptionist at the main entrance of the hotel to open the door and provide advice for guests, or call a taxi for guests in the driveway, and send room messages, letters and notes. There were a few days before the Canton Fair, the work intensity was relatively strong, mainly because the Honda resident of the hotel needed to move from the hotel to the hotel apartment, so a lot of people were needed to carry luggage. After the start of the Canton Fair, the work intensity increased obviously. In addition to the routine work before the start of the Canton Fair, the number of checkout guests increased obviously in the morning shift. Therefore, it is necessary to help the guests run their luggage to the taxi or the bus at Pazhou Hall and Liuhua Hall, so the rest time in shifts is obviously reduced. During the middle shift, it is mainly from 5 pm to 8 pm to assist the guests returning from the two exhibition halls to unload their luggage, and to help the guests in checkin carry their luggage to the luggage room and make registration. During the Canton Fair, I was sent to Baiyun Airport and Fuyong Wharf in Shenzhen several times to pick up and drop off guests because the hotel was short of staff.

working environment:

the working environment of the bellboy is mainly in the luggage storage area at the front desk of the concierge department in the lobby of the hotel, the main entrance of the hotel and the driveway outside the door. If articles such as newspaper reports and packages left by guests are delivered, they will reach various departments and different floors of the hotel.

clients:

VIP guests: mainly Japanese permanent guests of Guangzhou Honda and Wuyang Honda (accounting for most of hotel guests before the fair), other VIP guests;

other guests: before the fair, mainly Hong Kong guests, and after the fair, mainly European and American guests.

Evaluation criteria:

The evaluation criteria include work attitude, work content, relationship with superior employees, and continuous learning ability, and the daily work evaluation will be specifically refined into the following aspects:

1. Whether the commuting time is on time;

2. Is there any guest complaint?

3. Whether there is any mistake in the luggage storage;

4. Whether the newspaper reports are delivered in place and whether there are complaints from departments;

5. The evaluation of the bellboy by other superiors in the hotel;

6. Whether there is any collision with the immediate superior and other employees, and whether it obeys the assignment of the immediate superior.

Overview of work and rest during internship.

Regularity of weekly work and rest:

I started my one-month internship on April 2nd when I was taken to Phoenix by the special bus of Country Garden Group. The working hours did not form a regular pattern by week, but was arranged according to the hotel's operating conditions. Among them, I attended pre-job training on the 3rd and 4th, and ushered in the first rest day on the 5th. I started to work officially on the 6th, went to class D (9: 11-17: 31) from 6th to 8th, and went to class A (7: 11-15: 31) on 9th and 11th, and ushered in the second rest day on 11th. From 12 nd to 21 th, I went to Class A for 11 days continuously. During the extension of the fair, I had two consecutive and final rest days-22nd and 23rd. From 24th, I went to Class B for six days (15: 31-23: 31) until 29th, and on the last day, I changed to Class A on 31th. In this month, from the 3rd, the total training time is two days, rest time is four days, and working time is 22 days.

within the eight and a half hours working hours every day, half an hour is the meal time, among which the lunch time of Class A and the dinner time of Class B and Class D need to be determined by the foreman according to the workload and the arrangement of personnel. In addition, when I was in Class A, because most classes of other students in the same dormitory were different from mine, I was occasionally woken up at night and didn't have enough rest, so a nap starting at four o'clock in the afternoon was essential. It is also necessary to take a midnight snack at night when going to class B.

Life, study and entertainment after work:

Life, study and entertainment after work are also determined according to different shifts. When I first started Class D, I spent an hour or two studying hotel English and half an hour writing an internship diary at night. Playing table tennis after dinner at 7 o'clock in Class A has almost become a compulsory course every day. Table tennis with little exercise is a good relaxation for sore feet every day. In addition, in the evening, I sometimes go shopping and buy a newspaper with my colleagues in the transportation center of Xintang Town or Phoenix not far away. When I go to Class B, due to the schedule of shifts, there is basically no time for entertainment and study. In only a few days off, I went to downtown Guangzhou twice, which is a good adjustment to the hotel work and life that I am relatively used to.

Overview of internship remuneration

Salary:

The salary of Guangzhou Phoenix Hotel is calculated according to the daily working hours. Among the total 22 working days, including overtime, my total working hours are 177.5 hours, while according to the 6 yuan/hour of hotel interns, my salary during the whole internship period is 1165 yuan, so the salary of Phoenix Hotel is among the eight internship hotels found by the college. And my internship position is a porter, so I still have an extra income of 322 yuan in tips throughout April.

Benefits:

As we are only interns during the fair, we can't enjoy all kinds of insurance and basic salary+quarterly bonus+year-end salary (15 months' salary) and other benefits enjoyed by hotel employees, but only enjoy the benefits of work-related injury compensation and medical insurance.

catering and accommodation:

during our internship at phoenix hotel, the catering and accommodation are all-inclusive in the hotel. Catering includes four meals a day, with better conditions for breakfast and supper, more general conditions for lunch and dinner, and less dishes and dishes. However, during the fair, the chef will provide milk or fruit for every meal every day, and the situation has changed. Accommodation conditions are collective dormitories. Nine students from the same college live in the same dormitory, and there is no separate bathroom and bathroom. At first, they will feel that the conditions are relatively simple, but after more than a week of habits, they feel that this is the most basic difficulty to overcome, so such accommodation conditions are acceptable.

Vacation situation:

Due to the special relationship of the Spring Fair, I don't take vacations according to the fixed rules of each week (usually, hotel employees have a fixed rest day every week, and concierge employees don't have a rest day during the Canton Fair), but as an intern, I take four days off on the 5th, 11th, 22nd and 23rd respectively (22nd and 23rd are renewal days).

Perception of internship

Evaluation of the gap between expectation and reality of internship:

Before the internship, my expectations for five-star foreign-related hotels were really high. My father often went to five-star hotels and sometimes came back with exquisite hotel brochures. Whenever he saw the exquisite calendar of Shangri-La Hotel or the exquisite gifts of Sofitel Hotel, At that time, I naively thought that everything in a five-star hotel was perfect-resplendent lobby, polite waiters, elegant guests, red wine, flowers, swimming pool, luxurious hardware facilities and perfect soft conditions. But when I set foot on my job, I found that this was not the case. Everything seemed to be far from my expectations, such as aging buildings, complicated interpersonal relationships and hotel waiters who didn't always smile at others. Therefore, in my mind, I must have a new orientation for five-star foreign-related hotels: hotels are also an ordinary workplace in society, and their interpersonal relationships are more important and complicated because of their complexity. In this special industry, the production process and consumption process are carried out at the same time, which makes this industry full of particularity, but it can't be perfect.

Evaluation of workflow:

Attachment: Introduction of Front Office Concierge Department:

The front office of Guangzhou Phoenix Hotel includes five sub-departments: reception, concierge, switchboard, business center and reservation department. The hotel implements the department manager responsibility system, which is arranged by the front office manager as a whole. Each branch director or branch manager manages the affairs of the department and cooperates closely with other departments to complete the work. As one of the most important departments, the concierge department is divided into two parts: the bellboy and the hotel representative, which are under the overall responsibility of the concierge manager. There are bellboy foreman (3 people) and bellboy (9 people), hotel representative supervisor (1 people), hotel representative foreman (1 people), senior hotel representative (1 people) and hotel representative (4 people), driver foreman (1 people) and driver (1 people).

In my concierge department, the direct supervisor is three foremen, and the indirect supervisor is the concierge manager. The feeling of my usual workflow is that the three foremen don't communicate well with each other in their daily work, so there are often cases where two people ask me to do different things. In addition, there is no good working time rest rotation system: during the fair, there are usually seven bellmen (including interns and regular employees) who go to work in each shift, so there will be rest time without everyone working in the lobby (11: 31-3: 11), but the foreman does not have a unified leisure arrangement, and some interns will have opinions on this.

Evaluation of the working environment (including hard and soft conditions):

After my first visit to the hotel, I wrote in my internship diary: "The important moment is to visit the hotel. Although I still don't know how to get there after the visit, because the structure is really complicated and the building area is large, I am quite impressed by the magnificent momentum, gorgeous lobby and unique western architectural style. In particular, the Sistine Palace at the top of the lobby is Michelangelo's famous painting Genesis, which is likely to be quite attractive to European and American guests. " My working environment is mainly in the lobby and driveway, and I need to reach all departments and floors of the hotel when delivering items. It is really a pleasure to work in such a gorgeous lobby every day. When I first go to work, I always smile in my heart and face. Many interns are also scrambling to do the work in the driveway, because it is much easier to walk back and forth than to stand at the door all the time, and sometimes you can chat with the security guard and learn a lot about the hotel.

The hotel system has always been one of the things that I don't feel very good about. I once asked a colleague in the Human Resources Department if they had a platform and software to send files. Her answer was that there was only one platform. However, in the usual work of sending newspaper reports, it is still found that the hotel has obvious waste of resources, that is, the reports and various softwares that can be sent to each other by various departments have to be sent back and forth by the bellboy, which is not only a waste of goods resources, but also a waste of human resources, because it takes a lot of time to send reports and newspapers every day.

Correlation analysis of internship to consolidate professional knowledge:

As we all know, engaging in the tourism industry requires a certain sense of service, and doing the grass-roots work in hotels is the best exercise for service awareness. Through a month's internship, I have a certain understanding of the hotel's operating norms, operating models and operating conditions, and I can also put forward some superficial views on the hotel's operation. The following are the positive effects of internship on related knowledge of tourism management:

1. Improvement of service consciousness

For hotel 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 and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for enterprises. Through the training organized by the hotel and the intensive practice of the department at ordinary times, my service consciousness has been exercised to some extent, and I have developed a good habit of smiling at guests.