Practical purpose: Through on-the-spot practice, understand the hotel management process, hotel service and culture, and strengthen the combination of management theory and practice.
Internship time: xxxx-xx-XXX-xxxx-xx-xx
Taizhou New Century Hotel
Taizhou Kaiyuan Hotel is the seventh hotel developed by Kaiyuan Tourism Group. Located in the center of Taizhou Economic Development Zone, No.458 Donghuan Avenue, Taizhou City, adjacent to Taizhou Municipal Government, 20 kilometers away from Huangyan Jiyang 10, and the Huangyan exit of Yongtaiwen Expressway. Convenient transportation. The hotel department invested 220 million yuan. It is designed and built according to the four-star standard. In May 2002, Taizhou Kaiyuan Hotel was put into trial operation. The hotel covers an area of 24 mu, with a building area of over 40,000 square meters and 9 floors. * * * There are 372 deluxe rooms and 7 large and small restaurants, which can accommodate 1 0,000 people at the same time. Entertainment facilities are complete, including dozens of entertainment projects such as Grand Theatre, KTV box, chess room, gym and sauna center, and there are meeting rooms of different sizes 165438. At present, the hotel is one of the foreign tourist hotels with the highest grade, the largest scale and the most complete facilities in Taizhou. The area where the hotel is located integrates rivers, seas and mountains, which can make guests feel honored and comfortable for business meetings, sightseeing and leisure vacations.
Hotel management adopts the department manager responsibility system, and the general manager of the hotel is responsible for the overall management activities of the hotel. The major principles and policies of the hotel shall be submitted by the general manager to the store affairs meeting for discussion and decision, and implemented after being approved by the group company. The hotel has general manager, deputy general manager, department managers, assistant managers and foreman. The hotel has 65,438+00 departments, namely human resources department, finance department, security department and engineering department. Housekeeping Department, Front Office Department, Recreation Department, Catering Department, Public Relations Department and Sales Department. Taizhou Kaiyuan Hotel, under the indirect leadership of Kaiyuan Tourism Group, takes the hotel industry as the leading industry, takes service as the foundation, people as the center, takes brand as the core, takes chain mode, takes the market as the guidance, takes learning as the driving force, takes the green image and culture as the backbone, and relies on the comprehensive management and investment platform of the group company. Actively develop the real estate industry, form competitive real estate industry characteristics, introduce and incubate related industries, strengthen the advantages of industrial combination, build an industrial linkage development system, and strive to build an efficient comprehensive management and investment and financing platform in the next five years, with more than 15 hotels, become a first-class hotel management company in China and the most distinctive and lasting real estate company in the province, and form a national enterprise group with total sales revenue exceeding 2 billion.
Under the indirect leadership of Kaiyuan Tourism Group, Taizhou Kaiyuan Hotel is service-based, people-oriented, brand-centered, chain-oriented, market-oriented, learning-driven, green image and culture-oriented, relying on the comprehensive management and investment platform of the group company, taking the hotel industry as the leading industry, shaping a strong brand, implementing chain operation, forming competitive real estate industry characteristics, introducing and incubating related industries, and strengthening the advantages of industrial combination. Build an industrial linkage development system, strive to build an efficient integrated management and investment and financing platform in the next five years, form a domestic first-class hotel management company with more than 15 hotels and the most distinctive and lasting real estate company in the province, and form a national enterprise group with total sales revenue exceeding 2 billion.
Two. Brief analysis
Since the reform and opening up, the economy of coastal provinces such as Shenzhen and Zhuhai has developed rapidly, and the per capita income has been surpassed by Zhejiang Province in 2002 and 2003. The economic development of Zhejiang has attracted the attention of the people of China. It is even reported that when you walk in the streets of Wenzhou, you can see a Mercedes-Benz or BMW passing by every five minutes. Taizhou is located in the central coastal area of Zhejiang Province, bordering Ningbo and Shaoxing in the north and Wenzhou in the southwest. It is adjacent to Jinhua and Lishui in the west and the East China Sea in the southeast. It is one of the few economically developed areas in Zhejiang Province. Taizhou New Century Hotel is located in Taizhou Economic Development Zone, surrounded by high-rise buildings, villas, factories and roads extending in all directions. It is a good choice to build and operate large-scale star-rated hotels here, regardless of economic or geographical location. The catering industry here is more developed than the mainland, and it is also more developed with the mainland cities. Its customers are not only businessmen and tourists from all over the world, but also local guests account for a considerable proportion, which is closely related to the living income level of local people. There are processing plants everywhere and even in every household, ranging from a few hundred people to three or five people. Even ordinary farmers can sell their land use rights to investors with low incomes. Almost all local customers like this are frequent visitors, and some even stay in hotels with their families for a long time. This advantage lies in mainland cities.
Three. Internship experience
1. Green advocates nature and protects the environment, and people pay more and more attention to it. With China's emphasis on environmental protection, "green hotel" has become an inevitable choice for sustainable development. For the hotel itself, greening activities are carried out in basic color hotels with cost control as the core:
In fact, it can improve the management level, make a qualitative leap in business philosophy, and improve the public image and popularity of the hotel, marking the grade and taste of the hotel.
Although some hotels mainly receive business, conference and other guests, and their dependence on tourism is not obvious, in general, the development of hotel industry can not be separated from the development of tourism, and the development of tourism can not be separated from environmental protection, and the hotel industry also provides support for tourism. The supporting role of hotels in tourism is manifested in two aspects: first, hotels provide necessary infrastructure for tourism to meet the basic needs of tourists such as accommodation and catering; The second is to maintain and improve the environmental quality of tourism development and meet the needs of tourists for viewing, leisure and entertainment. Judging from the current development, the hotel industry's support for tourism is obvious at the first level, but not strong enough at the second level. Many hotels not only fail to play a supporting role, but also cause environmental pollution in scenic spots due to construction and operation, which makes the quality of scenic spots plummet. And the damage to the environment is ultimately the damage to the hotel industry itself!
Therefore, we call for environmental protection, not only for awakening consciousness, but also for down-to-earth action.
2. Quality of service
For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. 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. In Kaiyuan, we saw that hotel leaders attached great importance to the improvement of service quality, even for us short-term interns. You must also undergo strict etiquette training before you can take up your post. Track and guide the old employees, and constantly improve their professional quality and level. Department managers and supervisors often tell us that "your's every move represents our Kaiyuan, and the image of your is our Kaiyuan image". "Guests can never be wrong, only we can be wrong." "Only sincere service will bring a smile to the guests."
3. Hotel culture
There are service culture, etiquette culture, regional culture, food culture, poverty alleviation culture and so on everywhere in the hotel. All the staff of the hotel are the owners, and all the guests who come to the hotel will be more or less dependent on the hotel and the hotel people. In addition to accepting culture or knowledge in the process of receiving services, they will also turn to hotel people for help when they encounter difficulties. Therefore, we can say that the hotel is a place full of culture and knowledge. So people who work here must have more knowledge, culture and self-restraint. The guest is tasting a dish, and the waitress in her ear introduces the knowledge about this dish in a sweet voice, including its origin, spread, characteristics, new ideas and so on. This not only increases the fun of tasting dishes, but also allows guests to gain some new knowledge and information, making them feel glad that you are from another level.
In every corner of the hotel, there are polite service personnel, standardized operation, professional smile and polite manners, so that guests are always influenced by etiquette culture. Individuals in society are always influenced by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel people, but also has a beneficial impact on guests and promotes the quality and cultivation of the whole society. When guests arrive at a new place and stay in a hotel, they can't wait to learn more about the local regional culture, customs and landscape features. Hotel people should be familiar with this. The hotel is just a single building. Only under the regional background can he have a rich background and cultural background. For foreign guests, they come here either for the landscape characteristics of this place or for business, and basically not for a separate accommodation environment. Therefore, the hotel needs to have a function that can provide as much convenience as possible for the guests by virtue of the identity of the landlord. For example, introduce local tourism resources, such as the path guidance of local business office. In this way, the hotel really becomes a window for local communication with the outside world. There is also a culture called "problem solving", which is the ability to provide knowledge to help guests solve problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.
4. Network marketing
What does it bring to hotel marketing?
This is a good information platform. In the information age with rich information, real-time communication and accelerated market changes, wine [page] can no longer think or solve today's problems in the way of yesterday, nor can it run today's business in the traditional way. Communication and understanding between people have been accelerated, and information has become more and more important. Whoever has the information first will be ahead of the market. By promoting corporate image, hotels are faster, clearer, more comprehensive and more interactive than the previous publicity methods, making intangible services tangible. Hotels can use multimedia technology to dynamically display the global overall facilities and equipment, interior environment decoration and various special services. Guests can get to know the hotel more quickly and conveniently, and enjoy visually at home or in the office without leaving home, so as to get an immersive feeling. The hotel can give more detailed and thoughtful feedback to the information needed by the guests at the first time, and the two sides can reach an interaction. However, hotels should be "honest" while promoting. The pictures and publicity materials of the hotel on the Internet should be consistent with what the guests saw with their own eyes, even exceeding their expectations. The price published by the hotel online should be consistent with other quotations, so that guests can have a sense of trust in the hotel.
It adds a competitive marketing tool to the hotel.
Hotel website is a window on the hotel website, which is similar to the function of traditional business cards, but it is also a more cost-effective advertising method than traditional magazines, TV, newspapers and other advertising forms.
The hotel group's website allows guests to see the hotels in different regions of the group, understand the room and price information of each hotel, make online reservations, and be satisfied with the "one-stop service" provided by the group. Hotels under the group can enjoy online resources. Marketing is more helpful for single hotels. Prior to this, chain hotels had a global sales network and an independent reservation system, which had a certain range of monopoly advantages in terms of tourists. At this time, single hotels are not competitive, but with it, single hotels can enjoy resources and benefits by cooperating with various booking networks. In addition, single hotels can be more flexible in the face of market changes and can quickly adjust their coping strategies according to market changes. Although the relative chain hotels have the overall marketing model and strategy, which can form a sensational effect, it can't be suitable for all markets, and it is often prone to "acclimatization syndrome".
It has opened up many new opportunities for hotels.
Our arrival has brought a lot of convenience to the hotel. It has higher efficiency, lower cost, more accurate information and more interactive communication. It is conducive to the hotel to expand the potential customer market and make global marketing possible. It broke the limitation of time and space and covered the whole world. Hotels can quickly spread their information to all parts of the world through the Internet. Customers all over the world can also get all the hotel information immediately through online browsing, and even complete online purchase immediately. Marketing has expanded the market scope of the hotel and greatly improved its marketing ability.
Four. abstract
Through this month's short-term internship and visiting internship, I have a more comprehensive and intuitive understanding of the production and operation process of the enterprise, and realized the importance of management practice, which laid a solid foundation for future theoretical study. At the same time, I also made many colleagues and friends during my internship.