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Internship unit: Guilin Hotel, Guilin, Guangxi

Internship time: July 9, 2117 to August 21, 2117

Internship content: Chinese restaurant waiter in the catering department

In the summer vacation of 2117, with the efforts of many teachers in the Department of Political Management, we graduated from Grade 7, majoring in tourism and hotel management. Nearly 21 students in my class participated in the hotel interview. As our first contact with the society, we felt the fierce competition for the first time, and also saw our own problems and matters needing attention. Maybe it's luck, maybe it's a good professional foundation. Six classmates and I successfully passed the interview in the hotel personnel department. After strict physical examination, we were assigned to different positions. I was assigned to work in the Lijiang Hall, a Chinese restaurant in Guilin Hotel. With an excited and nervous mood, we walked into Guilin Hotel and started our internship. During my internship for more than a month, I felt a lot and benefited a lot.

First, preparation work

Although we only had a one-month internship in the hotel, the hotel gave us systematic training as regular interns. The training work was divided into three parts: first, the pre-job training of the personnel department, four hours of indoor training and sightseeing training, mainly introducing the general situation of the hotel, and also training us on staff quality and hotel management system, which gave us a general understanding of the work;

The second is the fire safety awareness training. The hotel specially arranged the assistant manager of the engineering department to give us a lecture on the spot, which gave us a deeper and more systematic understanding of hotel safety and fire control knowledge.

the third is business skills training, which runs through our internship for one month, and the person in charge of the department provides us with uninterrupted skills guidance. The one-month internship gives us a basic understanding of the work of the department, which also benefits from the systematic and comprehensive training of the hotel. These trainings are very useful for our future study and work.

Guilin Hotel, our internship unit, is an old four-star foreign-related hotel established in 1987, with advanced hotel management and a broad tourist market. Its catering department is roughly divided into the following departments: Chinese food department (including Lijiang Hall, Qixing Hall and Multifunctional Hall) and Western food department (including bars and cafeterias). My work position with three classmates is Lijiang Hall in Chinese food department. Lijiang Hall is the largest and most important restaurant in Guilin Hotel. It mainly undertakes group guests and scattered meals, and sometimes also undertakes large banquets and other activities. The restaurant has nearly 21 employees, including a supervisor and several foreman and waiters, and its work is relatively busy.

Second, the internship process

Chinese restaurant is the hardest department in the hotel's catering department, because the hotel has not formulated specific job responsibilities and job descriptions for the waiters. In the first few days of entering the job, we are like headless flies, unable to understand the work process and essentials at all, just following the arrangement of the foreman and old employees and their hands-on instruction. Fortunately, basically all the old employees are very friendly to us, and the supervisor has specially arranged two masters for each of us to guide our work. In the days to come, we can basically be proficient in all kinds of work.

in addition to welcoming guests, setting tables, folding cloth, delivering dishes, serving food and removing tables, we also have to work as part-time handyman, carrying tables and chairs, laying carpets and other dirty and heavy jobs. The working hours of our interns are seven hours, with one day off every week. According to our needs, the supervisor has arranged two shifts for us, namely, three and a half hours in the morning and three and a half hours in the evening, so that we can have a rest at noon. However, the specific time of leaving work is often uncertain, and overtime is often worked according to the actual situation, but overtime hours are recorded, and there will be compensatory time off when appropriate. Although there is no overtime pay, I think this system is still very flexible and reasonable.

Hotel employees are all wearing work clothes, which are uniformly distributed and changed by the hotel. However, I think the uniforms of hotel waiters are too simple and old, and they are often damaged. However, I am gratified that most hotel employees are warm and friendly, and no matter which department, they are not cold and blunt to us because we are interns; After being tired, a sweet smile from colleagues and an ordinary "hard work" will make people particularly moved; During the rest and dining in the canteen, we will get together to chat and share our feelings, just like a family; And several managers in the management are also very kind and have no airs, but occasionally they lose their temper with subordinates who don't do a good job.

In the course of service, we have come into contact with all kinds of guests, and we have been praised by guests at work, and we have also received complaints from guests. As Guilin Hotel is an old foreign-related star-rated hotel with extremely rich overseas tourists, most of the guests in all restaurants are foreigners. In the course of service, we have improved our oral English, increased our knowledge and broadened our horizons.

III. Feelings

The above are some of my feelings during my internship, and then I will talk about my personal views on some problems in the operation and management of Guilin Hotel in the past month:

First, the implementation of various rules and regulations is not particularly in place. In fact, the management system of all high-star hotels is similar, and the key is to see who implements it and how it works. The rules and regulations of Guilin Hotel are also perfect, but I personally think the implementation is not very good. For example, the hotel stipulates that employees must communicate in Mandarin in the hotel's public area, but the actual situation is that Guiliu dialect is still the main communication mode for employees, and even when there are guests, there are many employees who use Guiliu dialect. After all, Guilin Hotel is a foreign-related high-star hotel, and its services need to be standardized. Therefore, I think it is a hotel management to establish a set of standardized service execution and supervision mechanisms.

second, strengthen the management and supervision of restaurant hygiene. I once read a survey on the Internet, and 71% of people are not at ease about the catering hygiene of hotels. During the one-month internship in the restaurant, I really felt the problems through my own personal experience. According to my observation, the catering department does not have a clear regulation on personal hygiene requirements for employees, and employees' awareness of hygiene is not very strong, such as not forming the habit of washing hands frequently.

Third, establish an open and transparent incentive mechanism and promotion system. As far as I know, many old employees have been working for a long time, and their personal service awareness and skills have reached a very high level. However, due to the restrictions of the hotel's related mechanisms, they have not received any incentives and promotions, while individual employees can still stay in their original posts without good performance; In addition, the hotel's incentive mechanism also pays too much attention to material incentives (at most, it only pays money). In fact, in addition to the traditional reward and punishment incentives, there are many incentive methods worthy of our managers' reference.

fourth, establish a spiritual corporate culture that can unite people. A nation has its own national culture, and an enterprise also needs its own corporate culture. During the one-month internship, I found that Guilin Hotel doesn't seem to have a deep-rooted cultural core (maybe my working time is too short), that is, employees don't have a unified and firm belief in it. It seems that many employees work purely for their own lives, and their enthusiasm for work is not enough, and their work lacks creativity.

IV. Summary

The days of hotel internship are over, and this hotel internship is also my first professional internship. Generally speaking, I really learned a lot in these days: besides the service procedures and skills of catering, I also learned how to adjust my mentality, how to handle my own interests and those of the hotel, how to handle interpersonal relationships between colleagues and how to deal with customers; At the same time, it made me realize that as a waiter, I should have a strong sense of service; More importantly, during one month's work, I deeply realized the hardships of the hotel industry, also saw the prospect of hotel development, and more understood the direction and focus of my future study.

Finally, I would like to thank the teachers for their help, and Guilin Hotel for providing us with such a rare internship opportunity. I wish Guilin Hotel a better and better operation and the College a better and better operation.

The above are some feelings and thoughts of my social practice this summer. Please review them.