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Internship summary: As a graduate majoring in hotel management, I have been applying for the reception desk of xx Hotel for some time. Looking back on this period, it was a precious experience in my life and left me with unusual memories. Looking back on this internship in the hotel, I feel that I have benefited a lot and learned a lot of knowledge that I can't learn in class and books. During the internship, the unit gave me enough tolerance, support and help. Under the careful care and guidance of leaders and colleagues, through their unremitting efforts, all aspects have made certain progress.
I was assigned to work at the front desk. Although I prefer the work of front desk reception to restaurants and guest rooms, I am very uneasy. I don't know whether I am qualified for this job. The front desk is the facade of the hotel, the place where guests form their first impression of the hotel, and the first department that influences guests and provides services. The efficiency and profit creation of a hotel basically start from here.
Therefore, generally speaking, hotels have higher requirements for front desk staff, and usually require English to pass Grade 3. The front desk service basically covers all the services that the hotel can provide, so the front desk service personnel need to have enough knowledge of all departments of the hotel to provide satisfactory and thoughtful services to the guests. During my study, I got a deeper understanding of some basic daily operations of hotel guests, such as how to check in and check out, and carried out practical operations. The work of the front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping them deal with service needs, telephone call transfer, taxi call service and air ticket reservation.
In addition, the front desk is the department directly contacted by the guests, so many requests of the guests will not be directly put forward to the floor attendant, but will choose the department that they contact first? Front desk, so the front desk is also the coordination center of the whole hotel. Obviously, the workload at the front desk is very heavy. Moreover, when the hotel receives important guests, it is generally the manager who will give instructions or even handle them personally without any negligence. I have to say, patience and carefulness are the things that every hotel employee must have. Although the work in the hotel is the same, it is repeated every day, but most of the guests received are tourists from the surrounding areas, so they can feel that different regions have different cultural atmosphere. The extra requirements of ordinary guests are basically the same, such as a hair dryer, a towel and a clothes hanger, which are usually trivial things; Sometimes some guests are unreasonable, but as the saying goes, the customer is God? 、? The guest is always right? These are well-known business maxims of the hotel industry.
The work shifts at the front desk of the hotel are divided into three shifts: morning shift, middle shift and all-night shift, with weekly rotation and rest. There are two people in the all-night class, three in the morning class and three in the middle class. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose, which can be assigned to one cashier, one person is responsible for registering sales, and the other person is responsible for other services and contact work in the case of heavy workload, which can also reduce the pressure on cashiers and make them clear-headed and not make mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, and absorb experience and grow rapidly when the workload is heavy.
Perhaps, in the eyes of others, the work at the front desk is very simple. In fact, the procedure of this work is complicated and numerous. During these months of long or short talk, I found that to do a good job, we must adjust our mentality. No matter whether the work is heavy or leisure, we should complete every job with a positive attitude instead of complaining. When you make a mistake, try your best to make up for it, instead of running away. At present, the salary of the front desk of a hotel is generally the basic salary plus commission, which means that there are many guests staying and the salary is high, which is the motivation to encourage everyone to work hard and work overtime. As a newcomer, I will inevitably make mistakes in my work, but fortunately, my manager and colleagues didn't blame me very much and gave me comfort and encouragement, which made me very moved. I am very grateful to an elderly colleague for telling me that no matter what kind of environment, I should remember three things: first, diligence, second, patience, and third, never be ashamed to ask questions.
I really learned a lot these days. In addition to some basic skills and common sense of service, I also learned how to be a man, how to deal with my own interests and those of the hotel, how to deal with interpersonal relationships among colleagues, and how to adjust my mentality. What I realized was that a waiter should have a strong sense of service. Practice is a good platform for us to have a new understanding and familiarity with society. Only when we have experienced it in reality will we understand that this society is so complicated and far from being as simple as we thought.
During my internship in a hotel, for a while, I found my ideas and opinions so naive, but then I gradually let them go. When I first started working, I didn't adapt to the long standing time and the change of work arrangement. At the end of the day, my hands and feet are stiff and sore. The first thing I want to do after work is to find a place to sit down and rest. I really can't stand it for a while. For these, I gritted my teeth and persisted, and I realized more deeply that it is not easy to survive.
This is the workplace, and everyone will work hard to get higher salary and promotion. There is competition in both study and work. In the competition, we should constantly learn from others' advanced places, and also learn how others behave, so as to improve our ability. In this position at the front desk, I can gradually feel the human feelings in the society. I have accumulated a little social experience, learned the way of life and understood the complexity of interpersonal relationships, which is the most precious part of the whole internship process. During the whole internship, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to what I didn't pay attention to.
Through this internship, I have a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests and made many good colleagues and friends. They let me know more about society, broaden my horizons and teach me how to adapt and integrate into society. During my internship, I contacted the society in advance, realized the current employment situation, and made a plan for my recent employment plan in advance. Through this internship, I found the point of convergence between myself and society, and gave guidance for my employment direction.
In the future work, I will strive to improve my own quality, overcome my own shortcomings, and work in the following directions:
First of all, learning is endless, the times are changing rapidly, and the knowledge of various disciplines is changing with each passing day. I will make unremitting efforts to learn all kinds of knowledge and use it to guide practice;
Second? Industry is good at diligence, waste it on drama? In the future work, I will continue to learn business knowledge, and constantly improve my various abilities by watching more, learning more and practicing more;
Finally, constantly exercise your courage and perseverance, improve your ability to solve practical problems, slowly overcome impatience in the process of work, and treat every job positively, enthusiastically and meticulously.
Xx hotel has a suitable room status display and processing system, but it has not been well applied. I made a simple analysis of this problem. Question: After the room is checked out, it usually takes the room attendant 20-30 minutes to tidy up the room. This speed is random, and different guests need different time to make rooms. The current operation process is: check out, check the drinks in the room, set up an OK room in the room, and prepare for new guests to check in. Many times, the choice of guests is centralized, mainly because of the convergence of guest choices, so the occupancy rate and new guest update rate of some rooms are very high, which is determined by many conditions such as guest habits, house prices, seasons and so on.
In our existing operation process, there is no time reserved for the room attendant to make a room, and it often happens that the room is not finished and the floor is informed to open the room, and then the room attendant often complains. This situation is not conducive to the improvement of room service quality. Therefore, I suggest making effective use of the existing electronic room status display monitoring system. The main methods are as follows.
1. Re-plan the process from guest check-out to room purchase, try to absorb the practical experience of both the guest room and the front desk, and make the most efficient operation process and division of responsibilities;
2. From the time of check-out to the time when the room attendant tidies up the room, the room foreman will make rounds and then determine whether the room can be purchased. This operation is to avoid the above situation. In addition, because the front desk staff use paper and pen to manage the room status for a long time, they may need more training and regulations to strengthen the use of computers. This conversion may be a bit difficult. But I believe that as long as the management is willing, employees can improve their work efficiency and will naturally receive good results.
Now the internship is almost over. It was an unforgettable day, full of joy, sweat and bitterness, and it was difficult to put it clearly in a few words. These months are short, but the process is long. I want to sum up, strengthen my own shortcomings, rearrange my confidence and welcome a new beginning. Through this internship, I really learned a lot of practical things that I can't learn in class. The internship at this stage has laid a certain foundation for my future study and work.
Finally, I would like to thank all my colleagues and managers in the hotel for their concern and care during my two-month internship. I learned a lot from you, and I am very grateful to the hotel for letting me increase my knowledge and experience life during my internship. I sincerely hope that the hotel will get better and better.
First of all, the importance of interpersonal skills, we should learn how to communicate with people.
In a restaurant, on the one hand, we should learn how to communicate with other waiters and learn from them with an open mind. And learn how to communicate with leaders. In fact, the hotel is a small society, and interacting with others is different from interacting with classmates and teachers at school. On the other hand, communication skills with guests are also very important. Often in the box, guests can recognize me as a college student at a glance. I will smile and ask them why, and they always say that I can tell by my expression and tone. This is probably the reason for the lack of social experience. Many college students are still a little shy when they first enter social interaction. Strengthening interpersonal skills is what we college students should strengthen.
Second, we must have the spirit of hard work. Working in a hotel, you can't be lazy, such as cleaning.
Hygiene can't miss any dead ends. Wash the dishes frequently. In addition, some manual work must be capable. Be attentive, quick-sighted, diligent and quick-witted when working. Although the work is very tiring, you should have patience to overcome it. Only in this way can you do your job well.
Third, learn more services. First of all, I learned about the relevant department structure and personnel of the hotel.
Staff post setting, but also to understand the relationship between the front office and other departments of the hotel, but also to learn the standardization knowledge of waiters. Of course, the hotel is full of service culture, etiquette culture, regional culture, food culture and so on. For example, table manners, dealing with guests, and how waiters should face the different requirements of guests. You can also get to know the cultures of different regions by contacting the guests coming and going.
Fourthly, through internship, I have a better understanding of the professional requirements of the hotel industry for college students. Know that you have a promise.
There are many shortcomings, and there are many places to learn. We should not only learn the basic skills of waiters, but also learn many things, such as the cashier's basic knowledge of using fax machines, making invoices and using computers. Of course, I still need a lot of knowledge. For example, although I have passed CET-4 and CET-6, when foreign guests come to the hotel for dinner and guests order food and drinks, I suddenly find that my spoken English is poor and I know many loopholes and shortcomings. Of course, I know that tourism is a major involving a wide range of knowledge, and I can fully understand it after taking the tour guide card. Guests sometimes ask a lot of questions about cuisines when eating, and then they will find that they lack a lot of knowledge. This also puts forward many requirements for us to study at school.
Through a month's summer practice, enrich and improve yourself. There are joys and confusions in practice. Working in a hotel, I have many ideas about future employment and society. One of the thoughts that impressed me the most was that when I thought that the salary of the hotel was low and I planned to find another job, I found that I couldn't do a job that was not suitable for my major. Although the salary is good, I am very upset because I don't have that specialty. Later, I thought, in fact, society is like a big wall with many irregularities. Of course, these irregularities have certain rules, and those of us who want to work are like small buttons. In fact, every button can be embedded in the wall of society. When it coincides with irregularity, there is the most suitable job for us. It is said that it is difficult to find a job. In fact, I think it may be put another way, that is, it is difficult to find a job that suits you. For example, in the service industry, it is always difficult to recruit workers because many people are unwilling to engage in this industry. Of course, I know that if you want to find the land that really suits you, you have to grind your own buttons and adapt yourself to the land that suits you on the wall of society.
In a word, the summer internship has brought me a lot of gains. The harvest is never too old to learn. People should constantly learn to enrich themselves and adapt to society.
Summary of internship In a blink of an eye, the five-month internship life has ended successfully. Looking back on the days along the way, I feel a lot. Now I will send a little sigh and record my unforgettable internship life.
First of all, I thank the school for providing us with this precious internship opportunity, which makes it relatively easy for us to integrate into the society, integrate theory with practice, and also provides us with an opportunity to make mistakes, so that we can get to know the society earlier, make clear our development direction, better improve ourselves and devote ourselves to the short and precious university life after the internship.
With all kinds of expectations and a little excitement, I came to a hotel in Tianjin. After a brief introduction, understanding and assessment, I was fortunate to be assigned to the post of room clerk in the hotel room department, which met my expectation of contacting more people, cultivated my ability to respond and solve emergencies, and learned more people's highlights. In this gratitude and luck, I started my work.
During the period, I encountered many situations, which made me gain a lot, know a lot and learn a lot. By communicating with guests and solving their demands and problems, I realized the importance of quality service. 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 the enterprise. Through the training organized by the hotel and the intensive practice of various departments at ordinary times, I have exercised my sense of service, learned to treat guests with standardized manners and etiquette, and understood the importance of learning a foreign language well.
After five months of hotel internship, I have a certain understanding of the basic business and operation of the hotel. Politeness is a concentrated expression of a person's comprehensive quality, especially in hotels. We should dare to greet people, and in the process of greeting people, we should also do it: mouth to mouth, eye to eye, god to heart. Try to convey the requirements of the guests. Although some unreasonable demands can't be made, we should refuse them in a euphemistic tone and help him find other solutions.
During my internship with my colleagues, I realized that I am not only an intern, but also an employee who works closely with other hotel employees. Work closely with colleagues in various departments to maintain the image of the hotel and create benefits. Like other new employees, they will learn the basics of hotels and jobs, and no one will be biased because of occasional mistakes. So be strong and independent.
The job of a clerk requires me to have a comprehensive understanding of the organizational structure and business operation of the hotel, to meet all kinds of guests, and to cooperate and communicate closely with colleagues in various departments. This made me understand the importance of interpersonal communication, understanding and tolerance, deepened my understanding of society, broadened my horizons and taught me how to adapt and integrate into society.
Internship life made me aware of my direction. I will use the inspiration of my internship to cherish my last study time at school, constantly improve myself and work hard towards my ideal.
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