Internship time: June 2006 +20061October-June 2006.

When the waves of the South China Sea gently beat Dai Yu Beach, when the coconut fragrance drifted in the sea breeze, and when Wanquan River rushed to the South China Sea with my love for Hainan, I reluctantly ended this internship with the leaders and staff of Hainan Boao Gold Coast Hot Spring Hotel. 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, which makes me more confident and confident in my future employment.

June 2006: 65438+1October 12 to June 1 1, I had the honor to practice in the Chinese restaurant of Golden Coast Hot Spring Hotel, Boao, Hainan. Boao Gold Coast Hot Spring Hotel is located in Boao Town, Wanquan Estuary, qionghai city, Hainan Province, and is the permanent designated venue of Boao Forum for Asia. The hotel faces the sea by the mountain, and the winding Wanquan River flows into the sea in front of the hotel. Looking out of the window, the nearby waves are as flat as a mirror, and the water surface is blue and white. In the distance, the smoke is vast and the blue sea is like the sky. "Dai Yu Beach", "Gong Shengshi", "Wanquan River" and "Longtanling" can be said to have captured the beauty of rivers and seas and monopolized the essence of landscapes.

The appearance of the hotel is three Z-shaped Japanese-style buildings with professional floodlight design, which makes this unique building near the river and the sea more beautiful and charming at night. The hotel is built according to international five-star standards, and 336 luxury rooms and 34 villas with unique design are equipped with advanced intelligent systems. The hotel has Chinese and western restaurants and four bars. There is also the Boao Conference Hall, which can accommodate 300 people. It is spacious, comfortable and provides professional conference services. The world's top multimedia system and simultaneous interpretation facilities in four languages "Austria" visit Qiongdao; In addition, there are two multi-function halls and high-level small conference rooms that can be combined at will, which are fully functional and can receive meetings of different sizes and types of 10-50 people. The hotel is equipped with all kinds of modern entertainment facilities, among which the hot spring swimming pool and massage pool with an area of nearly 2000 square meters are the most on the island. You can also choose the hotel tennis court, beach volleyball court, billiards room and fitness center. The only Lincks-style Boao Golf Course in Asia is also close at hand, which can fully meet the needs of guests.

During my internship, the department mainly arranged for me to learn the banquet and conference service process. At the same time, as a member of a Chinese restaurant, we should also fully grasp the service process of the restaurant, including ordering, ordering, delivering food, booth, cashier, setting the table, closing the table, etc., as well as fully understand the storage of goods in the restaurant and the formulation and implementation of energy-saving schemes in the off-season. In this process, I gradually grew from a school student to a hotel professional. At the end of the internship, I got a great exercise mentally, psychologically and physically. I have a solid grasp of my professional knowledge and a certain understanding of the present situation and development prospects of the hotel industry. I will report my internship to the teacher from the following aspects.

As a student in school, it is a rare opportunity to participate in social practice during my sophomore year. After mastering the basic theoretical knowledge, you can put it into practice quickly. Consolidate learning achievements. At the same time, in my junior year, I can have a deeper understanding of what I have learned and facilitate better study. This is an academic advantage. What is more valuable is that we grow more mature in the internship, both ideologically and psychologically. Because we have been living on campus, teachers, parents and classmates have always cared about us, and life can be described as carefree, with little contact with society and little hardship. In this hotel internship, difficult times seriously tested us. A female classmate and I were assigned to work in a Chinese restaurant. On the first day of work, we met a dinner for thousands of people. We started work at 9 am and didn't get off work until 2 am ... I'm glad that this hotel implemented an eight-hour working system before I came back. As a result, I dragged my legs back to the dormitory after work and collapsed in bed. The Chinese food in this hotel is called "West Point Army". First, strict management and heavy workload. Many employees can't stand it and quit. My first day's work was basically manual, because we just arrived and were not familiar with any service process. The round table with a diameter of 1.83 meters was the first time I carried this "monster", and I almost didn't hit anyone several times. There are banquet chairs. Pass the food and collect the table immediately. In particular, the architectural design of the hotel is not in place, and the distance between the kitchen and the restaurant is about fifty or sixty meters! Greatly increased the workload. It's early in the morning after a busy party and a series of aftermath. The first three days of work are basically like this. It is in this state that I don't know any service process that I forced myself to get started. Because it was the peak season of the hotel, there was really no time to train employees. This is the way we study and sell now, and the service effect is reasonable. In this respect, I would also like to thank me for constantly participating in the hotel practice activities of the Hotel Practice Exchange Association when I was at school. Under the "high pressure" policy of the hotel, we started working in a short time and soon got a preliminary understanding of the work of the restaurant. In the process of this initial understanding, the restaurant manager and the head waiter are not as diligent as the teachers in the school, but a pair of "Bao Gong" faces, and they often have to receive training. I felt very wronged at first, and I often couldn't figure it out. On the first day of work, the foreman gave me a "duel". Later, I gradually adapted to this kind of enterprise management. Now, it seems that this kind of management has strengthened my ideological maturity, and I have a certain ability to accept social work in the future. Looking back, mentality is very important to work. Working outside is not about how others help you, but about yourself at the critical moment! You should learn to organize yourself and enlighten yourself.

While working in a restaurant, it is inevitable to have contact with other departments. In this way, I have a certain understanding of the hotel's rooms, front office, sales, finance, engineering and other departments through constant contact and the introduction of formal staff. At the same time, I also pay attention to accumulate some information about hotel management to enrich my knowledge about hotels. There are so many departments in the hotel, and each department does not exist in isolation, but is closely related. Therefore, timely information communication is very important. This is often reflected in the work. We are responsible for the management and service of the conference. With the reservation, we can start. When we set it up, guests often have specific requirements, so we will inevitably have to repeat a lot of work. But sometimes, because the communication of the sales staff is not timely, the guests will inform us to make adjustments soon after watching the program, which makes our work very passive. In this way, guests' impression of the whole hotel service will be greatly reduced.

During the internship, dealing with the relationship with colleagues is a major factor affecting the internship effect of our classmates. The relationship between colleagues is not as good as that with classmates during our school days. There are * * * interests between each other, always full of conflicts of interest, and interpersonal relationships are not easy to get along with. But if we can properly handle the relationship with colleagues, we will benefit a lot and get twice the result with half the effort. They can teach you a lot at work. This kind of potential resource needs to be excavated with heart. On the other hand, as a student, after more than ten years of campus life, I have become accustomed to evaluating our learning methods. During my internship, I found that learning is not only enriched in the classroom, but also the society provides you with more learning opportunities. However, this learning resource needs your screening. Unlike our class, teachers always teach us real truth knowledge. But the learning materials provided by society are more timely and efficient. Learning opportunities are always abundant in life and study. For example, when I was serving a conference. Normally, employees are not allowed to purposefully acquire and memorize the contents of guest meetings. However, as a venue attendant, it is impossible not to touch the contents of the guest meeting. Therefore, I have been exposed to more conferences, indirectly increased my professional knowledge, and even learned a lot about the service process of the conference company. It enriched my knowledge reserve.

Because Japanese and Korean guests account for a large proportion of foreign tourists in China, it is inevitable that our hotel will receive more Japanese and Korean guests. In the process of receiving foreign guests, the proficiency of manipulating foreign language level will greatly affect your service effect. If you don't understand what the guests say, you don't know how to serve. If you don't understand what the guests are saying, you can't sell it. Therefore, language is the key to communication, and foreign languages are the tools for us to communicate with foreign guests. The importance of foreign languages sounded the alarm for me during my internship. While mastering the written test, we must strengthen the use of oral English and listening.

Second,

During the internship, the hotel really played a great role in promoting their growth. After the internship, reviewing the whole internship process, we also found that there are many unfavorable conditions in the operation of It hotels. I feel that the most unfavorable to hotel management is that the hotel has a clear off-season. Basically, the peak season is 10 to May of the following year, and the off-season is from June to September. In the peak season, the housing rate is often 100%, but in the off-season, the housing rate of 0% exists. The disparity between them has brought great difficulties to hotel management. The first is the allocation of human resources. Often there is a shortage of manpower in the peak season and a waste of manpower in the off-season. This is why this hotel employs a large number of interns. When the proportion of interns is high, it can reach more than 60% of the entire hotel staff. Generally, when there are thousands of people at a dinner party, you need to go to the relevant school to hire students as temporary helpers. But in the off-season, employees are often encouraged to take unpaid leave. In order to reduce the management cost of hotels. This obvious difference in off-season management brings great inconvenience to hotel management, operation and sales, and requires several different management schemes. After all, the off-season management strategy is different. And in the off-season, hotels often need to "post" the cost inside. It greatly limits the long-term development of the hotel. However, the difference between off-season and peak season is influenced by the whole Hainan tourism market and is not easy to change. On the other hand, the division of off-season also gives the hotel a chance to recuperate. During the peak season, the high-speed operation of facilities and equipment causes excessive loss, and during the off-season, there is just a buffer stage for maintenance. And in the off-season, we can organize staff training, strengthen staff skills training, and ensure the service effect in the peak season.

Third,

As a service industry, the quality of hotel employees greatly affects the service effect, and then affects the service income. Therefore, we should vigorously improve the quality of employees. With the human resources department as the core, tailor-made career development plan for employees. Hotels always put the interests of their guests first. At present, some insiders pointed out that the status of employees' interests should be enhanced. Based on Maslow's hierarchy of needs theory, combined with employees' own conditions, plan the future for employees. Because employees serve customers directly, only when employees' needs are met can they serve customers better. This is employee-oriented, serves the guests, and strives for the greatest benefit for the hotel on the premise of meeting the needs of the guests. Similarly, because the hotel is a service industry, because we are now pursuing humanized service for our guests, we should also implement humanized management in the internal management of our hotel. Because our grass-roots staff are directly customer-oriented, their service quality is directly related to the overall image of our hotel. The satisfaction of employees' interests affects their work efficiency. Therefore, humanized internal management and humanized corporate culture can better improve the quality of employees. It is not a bad thing to let the general manager and director approach the employees and walk into their lives. The hotel where I practice often holds outdoor dinners for thousands of people during the peak season. After the banquet, it is basically around 9 pm. At this time, the general manager led the director, the department manager and the employees to move tables and transport banquet chairs together. At work, they are close to employees, have friendly conversations and cordial greetings, encourage employees to work, and greatly improve work efficiency. In addition, standardized and all-round service is also a necessary step for China hotels to go global. Every operation, every movement, every expression, we can and should give a basis. Standardized management is conducive to the improvement of staff service level and hotel management level, and comprehensive management is even more essential. I remember that before we received VIP, the director always came to our restaurant three times and four times. Once, I said to the director, are you worried about us? Why do you have to watch it again and again? The answer is: don't worry, but be sure! As small as room temperature, the size of background music, the sanitation of corners, the arrangement of plants, the matching of colors, the integrity of lighting, and the smooth flow of safe passages, this is not only an inspection of the business area, but also involves several surrounding business areas.

Complaints should also be mentioned here. When I was an intern in a restaurant, our manager often said that it was good that we didn't complain during this time. I feel this view is not good. Many guests don't complain when they are dissatisfied with the service. It's not that our service has no shortcomings. You can make progress only if you complain. We should take the initiative to understand the effect of our service to our guests. Seriously and modestly introduce the opinions of the guests. The purpose of accepting complaints is not to punish employees, but to sound an alarm for our management.

I also want to emphasize the issue of mentality. As a professional hotelier, a good attitude is very important. Don't complain, you should thank the hotel for giving you this opportunity to develop your ability. During college, one of my most respected teachers said to me during my internship: "As a promising employee, you must not care about the small gains and losses in front of you, otherwise it will be difficult to become an atmosphere." I want to encourage you.

At the same time, during the internship, I feel that the students in the brigade have a strong cohesion. Students in different classes who practice together are very United. The seniors who graduated take good care of us. Let us feel the warmth brought by the school again. During the internship, the school teachers also gave us a lot of encouragement by email and telephone. Teachers such as Liang, Cai and Li all paid great attention. Also let us accept the care of the school during the internship. Thank them very much!