Internship purpose: through into the factory field internship, to understand the production and operation of the enterprise organization process, the organizational structure of the enterprise, and to strengthen the management theory and practice of the combination.

Internship time: 2004-6-20 ----2004-8-20

1. Introduction of the enterprise 2. Taizhou New Century Hotel Taizhou New Century Hotel is the seventh hotel of the chain development of the Hesitation area of the New Century Group, the hotel is located in the center of the Taizhou Economic Development Zone, is located in Taizhou City, Donghuan Avenue, No. 458, adjacent to the Taizhou Municipal Government, 10 kilometers from the Huangyan machine Yang, from Yongtaiwen, 10 km away from the Yongtaiwen machine Yang, and the hotel is located in the center of the Taizhou Economic Development Zone. It is 20 kilometers away from Huangyan Exit of Ningbo-Taizhou-Wenzhou Expressway, with convenient transportation, and the hotel department has invested 220 million Yuan. According to the four-star standard design and construction. May 2002, Taizhou Kaiyuan Hotel was completed and began trial operation, the hotel covers an area of 24 acres, construction area of more than 40,000 square meters, building height of 9 floors, *** with all kinds of deluxe guest rooms 372 sets of 7 large and small restaurants, can accommodate more than 1,000 people at the same time dining, recreation and entertainment facilities, including theater, KTV boxes, chess and card rooms, gymnasiums, sauna centers and so on. Dozens of entertainment programs, with different sizes of meeting rooms 11, multi-functional equipped with eight channels of simultaneous interpretation, the hotel is currently the highest grade for Taizhou City, the largest and most complete facilities of one of the tourism-related hotels, the hotel is located in the area of the river, the sea, the mountains in one. The area where the hotel is located combines the river, sea and mountains, which can make guests feel honored and comfortable no matter for business meeting, tourism, leisure and vacation.

Hotel management of the implementation of department manager responsibility system, the hotel general manager of the hotel's overall management activities of the unified leadership, fully responsible for the hotel's major policy, policy by the general manager to submit to the store meeting to discuss the decision, reported to the Group for approval after the implementation of the hotel, the hotel set up a general manager, deputy general manager and the various department managers, assistant managers, foremen comprise the hotel's management team, the hotel set up under 10 departments, respectively There are 10 departments under the hotel, which are Human Resources Department, Finance Department, Security Department, Engineering Department, Guest Room Department, Front Office Department, Recreation Department, Catering Department, Public Relations Department and Sales Department. Taizhou New Century Grand Hotel, under the indirect leadership of New Century Group, in the spirit of service-based, people-oriented purpose, brand as the core, chain mode, market as a guide, learning as a driving force, green as the image of the culture as the backbone of the business concepts, relying on the Group's integrated management and investment platform, hotel industry as the leading industry, shaping a strong brand, the implementation of chain management, and actively develop Real estate industry, the formation of competitive real estate industry characteristics, import and incubation of related industries, strengthen the advantages of industrial integration to build a system of industrial linkage development, and strive in the next five years, the construction of efficient operation of the integrated management and investment and financing platform, with more than 15 hotels in the domestic first-class hotel management company and the province's most distinctive and long-lasting real estate company, the formation of a national enterprise group with a total sales income of more than 2 billion. The national enterprise group.

Internship experience: for a hotel, the service is the image of this, the way of competition, the source of wealth. For employees engaged in the hotel industry, it is more important to cultivate a sense of quality service. Internship for more than a month, really make our service consciousness has some improvement. Standing more on the guests' point of view, thinking about the interests of the guests is the most basic requirement, but also the source of providing quality service. See the spirit in the smallest place, in the good small place to see the human feelings, the hotel must do heart service, careful observation of the guest's behavior, patiently listen to the guest's requirements, sincere to provide sincere service, pay attention to the service process of emotional communication, and create a relaxed and natural atmosphere, so that the guests feel that the service personnel of every smile, every greeting, every service is from the heart, truly reflect a unique concern. Guests are not professionals, but the pursuit of enjoyment of free people, and has a sense of superiority of the most facetious people. Therefore, it is often self-centered, thinking and behavior mostly with emotional characteristics, the evaluation of hotel services often with a great deal of subjectivity, that is, to judge by their own feelings. In the service, the smile is the most vivid, the most concise, the most direct words of welcome, but also the best "weapon". Sometimes in the face of more unreasonable guests, do not try to go and his theory, but with your smile and patience to impress him. In fact, people are not sages, who can not fault, guests are not necessarily always right, but as long as you overcome the "can not figure out" and "psychological barriers" to put the guests in the first place, consciously and enthusiastically for the guests to do a good job of service work, but also the guests as the "emperor", the guests as the "emperor", the best "weapon". "Emperor", guests can also be satisfied. In colleague relations, smile is also the best communication tool, sometimes a heartfelt smile can eliminate each other's unfamiliarity, and close the distance between colleagues. Provide personalized service for guests, pay attention to the needs of each guest, try to meet their needs. During the internship period efforts to: see the guests have children, immediately bring BB stools and BB bowls to facilitate the guests and children to eat; guests put the jacket draped over the chair or put the handbag on the chair, immediately help the guests put on the suit cover, so as to ensure the safety of the guests' belongings and also make them feel more at ease with their meals; for the guests with less clothing to bring the shawl, so that they feel warm ... ... ...Many things are very subtle, but after doing a good job with all your heart, you will always be able to satisfy your guests and show them a smile of approval. Remembering and using the name of the guest, especially the name of a regular guest, can make the guest feel valued, thus increasing satisfaction. Café has a lot of regular customers, including a Hong Kong Mr. Lee, every morning will come here for breakfast, at first I did not know, to help him pour coffee when he called him "Mr.", he did not seem happy. The old staff told me that he was a long-time resident of the hotel and a regular customer of the cafe, and everyone knew him, so I realized why he was not very happy. Later I would greet him every time I saw him, "Good morning, Mr. Lee!" He would look happier. Not only do we need to memorize our guests' names, but we also need to pay attention to their different needs. Some guests don't like to drink our pre-prepared coffee but want to drink fresh, there are two such tables of regulars in the E area, after understanding their preferences, every time I see them come to breakfast I take the initiative to make fresh coffee and serve it to them, they will be very surprised and happy, and they will also say a few more words of "Thank you". There are a lot of things that I used to know only in general when I learned them from books, but I realized their importance only when I really used them. Theory and practice are combined, which is also the original intention of the college to arrange the internship.

Some insights: Internship is also a way for us to understand the society and really enter the society. In the internship, we have to deal with different relationships, the relationship between superiors and subordinates, the relationship between coworkers, the relationship with the guests and so on, many of them are not as simple and direct as we are in school. Adjust their own state of mind is very important, like we are called "the proud son of heaven" college students, in the hotel by a lot of constraints, every day to do so much physical work, and sometimes have to "swallow the anger", it is indeed quite honed state of mind. But walked through, experienced, the state of mind will be much broader, the perspective of the problem will be more realistic. Summary: The internship has come to an end, this internship has made us have a further understanding of the hotel, but also cultivated our sense of service, learned a lot of books can not learn things, but also on our future career choice has a certain degree of help.