Abstract: I worked as an intern in Guangzhou China Hotel for nearly 4 months from July 4th to October 7th, 2118. I was assigned as an intern in the banquet service department of China World Hotel, and was transferred to Lilang Cafe to help during the Canton Fair. Banquet department is the hardest department in Chinese wine industry, and it is also the department that learns the most things. The work of banquet department is different from other departments in the hotel. It is not the same work that is repeated every day like other departments, but the work that keeps the essence unchanged and changes and innovates every day. It can contact different people, different contents, different forms of meetings and different styles of banquets every day. It is a good internship department. There are many opportunities to see new things, learn about various companies and exercise in the banquet department. The more distinctive features of Chinese wine are: take-away, Jinhan German Beer Festival, GWIC (Women's Club) and P&; G (cleaning company) meeting ...

Keywords: China World Hotel, Chinese Liquor, Banquet Service Department, Banquet Department, Banquet, Conference, Cafe, Service, Waiter, Marriott Service Spirit ...

Internship Report of China World Hotel

Introduction:

For a hotel, service is the foundation of image, the way of competition and the spirit of service. Hotel service is a combination of tangible products and intangible services, and the standard of hotel service quality evaluation is the "satisfaction degree" of guests. The core of hotel management should be to establish a "satisfaction balance" between guests and employees. Only when employees are in a state of satisfaction and pleasure can they provide the best personalized service for guests and win their satisfaction and come again. It is more important for employees engaged in the store industry to cultivate the awareness of quality service. In service, smile is the most vivid, concise and direct welcome word and the best "weapon". Through the internship, I learned my own shortcomings and summed up my experience and lessons. In my future study and life, I will make clear the direction of my efforts, constantly improve myself and lay a solid foundation for my career.

1. Preface

(1) Internship unit and time

1. Internship unit: China Hotel

2. Internship time: July 4, 2118-October 7, 2118

(2) Overview of internship unit

1. Hotel introduction: China Hotel (A Marriott Hotel), which opened in 1984, is one of the earliest five-star hotels in Guangzhou, the first large-scale five-star hotel jointly operated by China and foreign countries, the only five-star hotel in Guangzhou managed by international hotel management group, the only five-star Marriott international brand hotel in Guangzhou, and the flagship hotel of marriott international in this rapidly developing metropolis. Its owner is Guangzhou Lingnan International Group.

in the past twenty years, as the backbone of the reform and development of this dynamic international metropolis, China World Hotel has led the rapid development of the hotel industry in Guangzhou and even the whole South China. China World Hotel is located in the beautiful Yuexiu Park and Liuhua Lake Park, close to the historic Museum of Nanyue King of the Western Han Dynasty, in the bustling downtown of Guangzhou, near Guangzhou Railway Station, facing Liuhua Exhibition Hall of China Import and Export Fair, only 35 minutes' drive from New Baiyun International Airport, and located on the top of Yuexiu Park Station of Metro Line 2. Guests can easily go directly to Pazhou Exhibition Hall of China Import and Export Fair and Guangzhou East Railway Station by subway, with convenient transportation and comfortable environment. China World Hotel is not only a traditional business hotel, but also provides various facilities for its guests, making them feel at home, whether they are business executives, business tourists or families living in Guangzhou for a short time. China World Hotel blends the charm of Chinese and Western cultures, and the traditional China spirit shines in it.

Main facilities of China World Hotel: (1) Meeting facilities: China World Hotel has many comfortable, elegant and imposing meeting rooms and multifunctional halls. They are concentrated on the second floor of the hotel and can be reached directly by elevator in the lobby. It is equipped with the most advanced and luxurious conference facilities and an efficient and thoughtful professional team. At the same time, the rich Chinese and western well-known banquet foods will greatly enhance your business activities and various grand events and make them a complete success. Including large banquet halls-Regent Hall and Diamond Hall; Multifunctional banquet hall-Hall 1-14, Yizhixuan, Crystal Xuan, etc. (2) Recreational facilities: No matter whether you want to stretch your muscles or exercise, the spacious health center of Chinese wine can meet your needs. The health center has all kinds of facilities: sauna room, sunshine swimming pool, aerobic exercise room and tennis court. The unique massage here will make you more youthful and energetic. Including health center, swimming pool, tennis court, simulated golf course, garden, children's happy world, hiking porch foot massage center, etc. (3) Hotel Catering: Food Street: the first floor of the hotel, with 221 seats and four halls. The decoration and arrangement of food street leisure create a relaxed and pleasant dining environment for you. Food street is undoubtedly the best choice for guests who want to taste delicious food from all over Asia. Four Seasons Hall: The first floor of the hotel has 161 seats and eight halls. The Four Seasons Hall is luxurious and spacious, with extraordinary style, and there are independent halls, which can design your special banquet according to your needs; Lilang Cafe: The second floor of the hotel has 251 seats. In the elegantly laid-out Lilang Cafe, you can not only enjoy a variety of high-quality Chinese and western buffets, but also choose your favorite foods according to the a la carte menu. Whether dining or sitting, the elegant atmosphere here will make you feel comfortable; Piano bar: on the first floor of the hotel, there are 61 seats in * * *. The newly dedicated piano bar of China World Hotel will be your choice for enjoying food, entertainment and leisure. Here you can not only enjoy wonderful jazz, but also taste special snacks, drinks and various martinis. There are also peak tower Braised House, Longyecheng Japanese Restaurant and Gourmet Pavilion; (4) Room facilities: the hotel rooms are elegant and well-equipped. The contemporary room perfectly combines the traditional elements of China with modern advanced technology, and our guests will experience incomparable warmth and ubiquitous thoughtful service; (5) Service facilities: banquet hall, food delivery service, swimming, restaurant in the hotel, laundry service, parking lot, coffee shop, wake-up service, bar/lounge, concierge service, medical treatment, business center, spa service, child care, conference room, tourism service, valuables safe at the front desk, beauty salon, shoe shine service, provision of parking spaces, fitness, bus or car rental service, etc. (6) Shopping facilities: boutiques and famous shops.

2. Introduction of Management Group: marriott international is the world's leading hotel management company, which manages more than 3,111 hotels in the United States and 67 other countries and regions, providing about 591,511 rooms. Headquartered in Washington, D.C., the company has 128,111 employees. Marriott's turnover in fiscal year 2113 reached $9 billion. Marriott was also named as one of the most admirable enterprises and the most ideal hotel groups in the hotel industry by Fortune magazine.

3. Owner's introduction: Lingnan International Enterprise Group Co., Ltd. was established in March 2115 as a state-owned assets authorized operation company under the State-owned Assets Supervision and Administration Commission of Guangzhou, with total assets exceeding RMB 7 billion. It is the third largest commercial aircraft carrier in Guangzhou, with hotels as its main business and tourism, commerce and logistics as its auxiliary businesses, and its subsidiaries include well-known brands such as Garden Hotel, China World Hotel and Guangzhi Travel. In order to speed up the development of the hotel business of the Group, Lingnan International Enterprise Group, according to the market development trend and integrating the resources of the Group, is making every effort to build a middle and high-end economic chain hotel brand-Lingnan Jiayuan Hotel, and plans to build a leading brand of economic chain hotels in South China within three years based on the Pearl River Delta.

Second, internship position and content

(1) internship position

1, waiter of banquet service department

2, waiter of Lilang Cafe

(2) internship content

1, basic internship content of banquet service department:

A, basic instructions: learn the standards of gfd and learn to be polite and take the initiative to fight with people. Understand the standard of attendance at banquets, and learn how to watch and adjust the dates. How to Check the daily work checklist.

B, understanding of the banquet department: understanding and use of warehouses A, B, C and D in the banquet department, distribution of banquet halls, classification and placement of Chinese and western tableware, location and use of 219, AV ROOM and ornament cabinet, and classification and placement of linen.

C, understanding of other places: male and female toilets, engineering department, audio room, coordination department, frozen and hot western kitchen, bakery, receiving department, south gate lobby, four seasons hall, coffee shop, food street, etc.

D, setting: mainly learn how to set Chinese food and western food. These include learning how to spread tablecloth, wipe turntable and its use and collection, wipe glass mirror and its use, SET furniture and sugar bowl, set, wipe water cup and red wine glass and their placement, pull wires, swing and fold chairs, and clear the field.

E, arranging meetings: I mainly learn to arrange various meetings. It mainly includes learning how to set up standard classroom seats, theater seats, U-shaped meetings, long meetings, round tables and mixed meetings. It includes how to surround the skirt, install spotlights, set up coffee stalls and sign-in tables, suck and spread blue velvet, install dance floor boards, set paper and pens and water, pull wires, clear the field and so on.

F, watching the meeting: make preparations before the meeting and prepare for the Tea break of the meeting. Learn how to get coffee and make tea, use large and small stages and set-up, use screens and whiteboards, etc. In the process of watching the meeting, it is mainly to solve the problems raised by the guests, do a good job in security and anti-theft, serve the Tea break time, provide satisfactory and thoughtful meeting services for the guests, and understand the contents of the meeting. Return during the meeting, return after the meeting or clear the room for the next meeting.

G, cooking: Chinese food, western food, buffet, VIP meal, etc. How to stand before a meal, prepare before a meal, do the specific operation of a meal and clean up after a meal. I learned how to fuck pigs, fold mat towels (crown, fan, bamboo shoots) and towel babies, how to use sub-watches to divide vegetables, fish, noodles and spoons to divide soup and sugar water.

2. Special practice contents of banquet service department:

A. Takeaway: The so-called takeaway refers to providing banquet service outside the hotel, which is a major feature of the Chinese banquet department. During my internship, I was lucky enough to take part in a take-away activity. On July 23rd, I provided Tea break service for the guests watching Chelsea VS Guangzhou Pharmaceutical No.1 football match in the VIP box at Guangzhou Olympic Gymnasium. This sale provided me with a good opportunity to see what the take-out was all about, and it also allowed me to watch the football match for the first time.

B, Jinhan German Oktoberfest: A week-long carnival of German Oktoberfest was held in Jinhan from September 5 to 21. This is a cooperative project between China Liquor and Germany, and a special exhibition to promote German Bailong beer. Oktoberfest opened my eyes. I met all kinds of foreigners and China people every day. Foreigners enjoyed themselves more than China people, and the atmosphere of the party continued to rise. Let me personally experience the German Oktoberfest and have a basic understanding of Oktoberfest.

C. VIP meals and conferences: Generally, VIP meals are served by one person and are regular customers or special guests, such as government banquets, BMW company banquets, buffets for women's parties in GWIC, etc. VIP meetings are long-term cooperative company meetings, such as BMW training meeting, P&; G meetings, meetings of PricewaterhouseCoopers, GWIC Women's Club, etc. There are also some special banquets, such as the Guangzhou Japanese Culture Festival on October 11.

3. Internship content of Lilang Cafe:

During my work in the Cafe, my working hours are from 15: 11 to 11: 11, and I repeat the same work every day. Basically, they all go to work at Befing, and then start to work, wipe tables and chairs, taste racks, Fill sugar cups, and open files after 5 pm to check whether the items on the desktop are complete and make reservations. Pour tea/coffee for the guests, and help them remove the used empty plates during the meal, try to meet the needs of the guests, and get drinks for the guests at the bar. After the guests leave, clear the table and set the table. It is also necessary to clean up the garbage, wipe silverware and water cups, wine glasses, fold napkins, etc. The work is simple and cumbersome, and the same content is repeated every day.

Third, the main harvest and experience of the internship

(1) The harvest of the internship

The hotel is the epitome of a complex society that integrates all kinds of talents and collects and disseminates all kinds of information. After this internship, I benefited a lot and provided an important exercise opportunity for stepping into the society in the near future.

1. Marriott service spirit

(1) I am proud to represent Marriott; (2) I respect others; (3) I play a team spirit; (4) My habit of implementing safety work; (5) I respect hotels and communities; (6) When talking with others, I respond positively and enthusiastically; (7) I use the LEARN program to satisfy the guests; (8) I know our hotel; (9) I estimate the needs of the guests in advance; I know my job like the back of my hand; I welcome every guest; (12) I observe telephone etiquette; (13) I pay attention to the individual needs of each guest; (14) I make the guests get personalized service in the hotel; (15) I make every guest feel honored; (16) I left an unforgettable first impression on my guests; I remain flexible; (18) I am a kind and polite host; (19) I will do more; I express my sincere thanks to the guests.

through the study of Marriott's service spirit and the experience in the work process, I really feel that it has a great guiding role. If it can be truly implemented in the work process, the service level and quality of the hotel will definitely be among the best. In fact, it led Marriott Group to achieve brilliant achievements one after another. I think Marriott's service spirit has a great guiding role in our daily life and work. If used effectively, it can improve our interpersonal skills, change our work attitude and broaden our horizons ... Marriott's service spirit is really a good service spirit.

2. Improvement of service consciousness

For service industries such as hotels, service quality is undoubtedly one of the core competitiveness 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 enterprises. It is the most basic requirement and the source of providing quality service to stand in the guest's point of view and consider the interests of the guests. See the spirit in detail, see the human feelings in the small place, the hotel waiter must serve attentively, carefully observe the guests' actions, patiently listen to the guests' requirements, sincerely provide sincere services, pay attention to the emotional exchange in the service process, and create a relaxed and natural atmosphere, so that the guests can feel that every smile, greeting and service of the service staff are from the heart, which truly reflects a unique concern.

through the training organized by the hotel and the intensive practice of the department at ordinary times, I have exercised my sense of service, and developed a sincere smile to the guests and greeted them actively.