Thursday, February 20 Weather Sunny

First Close Encounter

After all, it is the first time in life, although we have heard about the hardship of internship, but we can't help but be delighted and excited.

The new staff training is our first close contact with the hotel. The whole internship life is like a small gap, let us continue to unfold, little by little feel. Everyone was curious and kept looking in through the small crack, wanting to see their internship experience in advance.

Grace was our first teacher. As her name suggests, she is dignified and elegant. She has a very elegant and graceful demeanor, and she is very generous. The volume of her voice and the speed of her speech are very well controlled. If we simply look at Grace's personal qualities and temperament, we are wrong. Later, a few female teachers who came into contact with her really let us know that this is the basic quality of the hospitality industry. I suddenly thought of myself, and the association began. A uniform, reserved smile, soft speech, standard standing posture. Oh , a little scary. I was defeated by myself. In fact, this is a kind of subtle influence, in the hotel stayed for a long time, inevitably infected by the whole cultural atmosphere.

The first lesson is the hotel overview, Grace detailed and patient introduction of the overall situation of the Beijing Min Hotel, so that we have a basic understanding of this. The distribution of floors, the name of each place of business, business hours really let us confused for a while, Grace also kindly let us do not need to rush, after the work will naturally be clearer. So we were somehow looking forward to the job. I think of when I was a kid, I would buy candy and eat it until I got a cavity just to collect candy wrappers. I was in tears because of the toothache, but I was giggling at the drawer full of candy papers. Think about how you want to get on board now just to know more about hotels. As if it's the same thing. There are bitter days to suffer.

Friday, February 28th Weather: Sunny

The Nightmare of the High Heels

There was a brand new pair of high heels under my bed, which was part of our uniform. I was assigned to be a greeter in the western restaurant, and everyone said it was a beautiful job. My uniform was also different, a long black overskirt, a white lace shirt, a small red bow tie, and a pair of high-heeled black leather shoes. The overall feeling when I put them on was great. The first time I wore this kind of high heels, originally tall I showed more tall. Because of this, the high heels are twice as good.

I haven't had time to scrutinize this line of work, and I'm on duty to follow the shift. Another guest called SUNNY, look and I have a few similarities, short hair, tall, almost indistinguishable from the back. The first time she and I stood at the welcome desk at the same time, Nicu (a Japanese kid in the long private room) stared at us for several minutes, but he could not find the Sunny he knew. He put his hand between us and made a hugging gesture to see which one of us was going to hug him. When we both reached out for him at the same time, he had no choice but to turn to his mom behind him. Oh, what a coincidence.

SUNNY carefully explained to me the work procedures, precautions, and the distribution of the entire hall. I started to try a brand new position. Our work seems simple, lead the guests to the seat. But there are a lot of details and skills.

In the process of bringing guests to their seats, first you need to ask if they smoke. Our restaurant is divided into smoking and non-smoking areas. As the name suggests, I should never take a guest who is not in the habit of smoking to the smoking section. Secondly ask the guest how many people are dining. The seating in the restaurant is divided into seating for two, four, and six, which can be increased or decreased at the guest's discretion. Again ask the guests whether they want to use the buffet or loose points. These three links are the most basic procedures, none of which can be missing.

But for long-stay guests we have to use a different way of service. The key is to recognize the long stay guests, familiar with their room number, dining habits, personal preferences. Since these guests stay in the hotel for months at a time, you can't ask them the same questions every day. It is important to create a record of the restaurant's guest history so that you can serve them better. This is something that the restaurant does very well, as every employee knows the hotel's long-time residents and their eating habits. You have plenty of teachers to ask.

For me, as a newbie, it's really not easy to remember so many guests at once. So I set up my own guest history file. 1066#Germany Asenbach, looks like an old man, loves smoking and coffee; 1358#Japan Airlines, Gaucho, a bird's nest of hair, likes iced coffee, fresh shrimp salad; 1365#Taikoo Aircraft Company, the first sight of a tall, handsome guy... Every time when I accurately say the guest's room number, their The surprised look on their faces made me proud. "How do you know my room number?" "I just know that ."

A good memory makes the communication between you and the guest much smoother. I don't realize that I love this position.

You may be surprised to hear that the content has little to do with the high heels in the title. As I described it, I was completely absorbed in my work. I also forgot to focus on myself, so much so that the moment I took off my shoes at the end of the day, I found a bloody mess on my heels, not half exaggerated. The leather shoes had rubbed my heel. The blood that came out wasn't cleaned up in time to stick with the stockings. And because of the foot for a long time in being padded so high a state, the palm of the foot contact plane such as a pinzha general.

It hurts, it's sore, it's tired.

Now when I see the high heels, I am trembling, it is a nightmare. The first time I saw a pair of shoes, it was a nightmare.

A person's life is always affected by his psychological state, a person's action is the external manifestation of his psychological state, so in order to be able to study, career, the most important thing is to make their own psychological in the best state. Just as before coming to the hotel internship to give yourself a preventive injection, will be very bitter, will be very tired. You only have to adapt to the environment, rather than letting the environment adapt to you. Adjust your mind to face the work more peacefully.

The end of the nightmare of high heels and the beginning of my real internship experience.

Saturday, August 8, Weather: Sunny

Human evaporation? A visitor from outer space?

After a few days of work, I became familiar with the work of welcoming guests. In the restaurant, everyone has their own job. The main responsibility of the waiter is to keep an eye on the table. As the name suggests, each person is responsible for the service of a small area of the guests, of course, but also to keep an eye on the guests do not run single. Although this is in the four-star hotel, maliciously run single guests rarely, but there is no lack of those who forget to buy a single. Staring at the desk waiter's work is very diverse, may not be busy. So I, the welcome guest, was obliged to help keep an eye on the guests.

Our current restaurant is the original lobby bar, there is only one entrance and exit. The guests will have to go through me to get in and out of the restaurant. I'm not sure if you're going to be able to get a good look at this, but I'm sure you're going to be able to get a good look at this. Every time the guest will lead to the seat after I will stare at the desk waitress handover, tell them the guest consumption type and buy a single situation. At the same time, I try to memorize the customer's appearance and their corresponding table number. It's a brain-damaging job.

"Where's the guest at table 3?" Lisa nervously asked. Lisa asked, running over nervously.

"Number 3? I didn't notice. I've been here the whole time and haven't seen anyone as if."

"The guest at table 3 is nowhere to be found."

Oh no, it won't run out of orders again. Nerves immediately tightened, cellular activity increased, quickly searching in the brain. Middle-aged man, not tall, people white, black coat, resident.

"You go to the collection of the camp to verify, I will look again."

The eyes searched every corner of the lobby, the elevator entrance, the automatic turnstile, the front desk. Every one in black became a target. No luck, could it be vaporized?

"How come you didn't open the order for table 8?" Another waiter came over to inquire.

This side of the stop stall has not yet finished cleaning up, and there is another leak over there.

"Table 8 just now no one sat ah, is not you look at the wrong" I did not finish my words, I saw the 8 table brightly do two people, and has begun to eat.

Where did it come from? I'm not sure why I didn't notice. I began to doubt my own vision. A foreigner?

It seems that this little welcome desk is also so nice to look at.

I rushed through the billing and continued to look for the guests at table 3.

From the elevator down a guest, the basic characteristics of the match, pleased. Now you have to keep an eye on it. You can not let the guest pay the bill at this time, if he is going to come back to continue dining, our behavior may be complained. Only if you confirm that the guest is leaving. There is no choice but to stay put.

I was fully focused as he walked straight to the front desk, checking something in. It's not a check out, is it? Nerves frayed again. Do I go up to him now and ask him to pay the bill, or? God bless, he turned around and came back. False alarm. I watched him go back to his seat. It's a relief to know that everything is safe now. I was just looking down at my guest history file when another figure passed by.

My god! He went out again. The moment the elevator door opened, I stopped the guest with the bill. "Sir, I'm sorry. We forgot to give you the bill due to our negligence. I'm really sorry." "Oh, I forgot too."

I signed the guest's bill and verified the check-in signature, which was identical. There's a sense of triumph.

The above is some of my feelings in the process of internship, from a general point of view of the management of this hotel, from my two-month internship can be roughly summarized as follows in several areas of shortcomings:

First, we should change the traditional attitude towards employees. People are the main body of management, which is all managers are small, should be grasped. Management of the superior and subordinate relationship is only a division of labor, not a rule and be ruled; on the contrary, the modern management concept tells us: management is a special service, managers only do a good job of service to subordinates, to help subordinates in the work of making excellent results, managers themselves will have the performance of the management. Modern business management must adhere to the "three gods", namely: the market, customers and employees! An old employee in the hotel's bbs said to the leader: "treat your employees well, be a good leader, remember, you are not managing all the machines." I think this may be every employee would like to say to the leadership of the words.

Second, the enterprise lacks a spiritual corporate culture that can unite people's hearts. A nation has its own national culture, an enterprise also needs to have its own corporate culture. The construction of corporate culture is not dispensable, but necessary for the survival and development of enterprises. When the enterprise is facing various challenges, and need all the people in the enterprise can work together, unity, *** degree of difficulty. For no enterprise culture construction of the enterprise, usually a plate of scattered sand, in case of trouble will think of their own mind, and no one really for the development of the enterprise has been serious thinking, in other words, is not to melt themselves into the enterprise. This shows that the construction of corporate culture is the necessary guarantee for the survival and development of enterprises.

Third, the enterprise lacks a set of effective incentives and promotion system. Hotel incentive mechanism focuses too much on the material incentives, while ignoring the spiritual incentives. In fact, in addition to the traditional reward and punishment incentives, there are many incentives worthy of our managers to learn. There are times when a smile or a word of appreciation from the leader of an employee is more effective than a pay raise!

These are some of the feelings and ideas for my internship, as a feeling, it may have a lot of subjective traces, but only employees can really appreciate this feeling, therefore, I hope that managers in making decisions, in addition to standing in the interests of the hotel at the same time can be more for the staff to think about, and only this kind of decision-making can be more employees to get the support of the staff. Finally, thanks to the hotel to provide such an internship opportunity, thanks to the teacher's help, I wish the hotel can be more and more good.