The university career is coming to an end again, and we have stepped into the internship stage. So how much have you gained in the hotel internship? Make a tidy up for yourself! The following is the "Internship Report of 2121 University Student Hotel" compiled by me for your reference only. Welcome to read it. Internship Report of 2121 University Student Hotel (I)
I. Hotel Introduction
xx Hotel is a business resort hotel invested by xx Group Co., Ltd. and built according to five standards, which integrates rooms, restaurants, entertainment, business, office and meetings. It was put into trial operation on X, X, X, and officially opened on X, X, with a total investment of X billion RMB.
The hotel is built by the mountain and the water. It consists of an eight-story half-moon main building and a four-story tower skirt building, which looks like Maitreya. The hotel is located in the development zone of X City, far away from downtown, with fresh air and elegant environment, and adjacent to xx Villa, which is known as one of the four famous scenic spots in xx with beautiful lakes and mountains and the essence of China traditional culture. The natural ecological environment and humanistic environment complement each other, forming a good pattern of promoting tourism with real estate and promoting the development of real estate with tourism. It is a five-standard hotel with unique characteristics and infinite charm in Dongguan.
the lobby of the hotel is magnificent, with simple and elegant decoration and unique ingenuity. All of them are made from imported precious home, and all of them are made from xx porcelain, the capital of porcelain. At the same time, every detail of the hotel can reflect the essence of traditional culture. In particular, the 181 luxurious rooms imitating the Ming and Qing dynasties are spacious and comparable to any five hotels. The interior is bright and transparent, the style is rich and elegant, romantic and chic, and the floor-to-ceiling glass and outdoor partition are used to extend the natural beauty and warm and modern enjoyment.
the hotel has many catering facilities, delicious food from all over the world and attentive and elegant service to meet the needs of different guests. Regent Hall Chinese Restaurant, local seasonal snacks and traditional exquisite Chinese dishes are available for your choice. The "Dream Night" nightclub has 49 luxury bags and a super-large performance stage. Every night, exquisite songs and dances show endless service and considerate enjoyment. Other service facilities are also readily available; Boutique house, outdoor swimming pool, tennis court, large parking lot, motorcade service, multi-functional meeting room, business center, sauna, etc., can fully meet the requirements of guests in all aspects.
Second, job introduction
The switchboard is the first window for the hotel, and the first impression of the hotel is often generated by telephone. The responsibility of the switchboard operator is quite important. Licheng is strict with the operator: familiar with all the business and knowledge within the group; Do a good job in succession; Transfer every call quickly and accurately according to working procedures; Answer the guests' inquiries warmly, politely and quickly; Take the initiative to help guests find the phone number or keep the phone secret for guests; Provide accurate wake-up service for guests; Master the organization of the store, and be familiar with the names and voices of the main responsible persons and managers of various departments in the store; Familiar with common telephone numbers in the city; Familiar with the knowledge about inquiry; Master the functions of the equipment in the main computer room, and know how to make full use of the function keys and precautions when operating; In particular, strictly confidential customer information.
the business center is a business place of the hotel, and the clerks in the business center mainly serve the guests. Provide services such as sending and receiving faxes, copying, translating and sending E-mail online for guests, and keep secrets for guests; Handle the booking service of air tickets, train tickets and tourist tickets for guests; Answer all kinds of questions about business and tourism quickly and accurately; Provide common office stationery for guests to borrow at any time; Provide the latest business information and business services, consulting business and international and domestic long-distance calls. Clerks carefully check each shift to ensure that the equipment and facilities are in good condition, and regularly clean and maintain all kinds of equipment and facilities in the business center; Give full play to work initiative and enthusiasm, do a good job in unity and cooperation among colleagues, and complete other tasks assigned by superiors.
Third, work summary
1. The complex mood when I first arrived in Licheng
On October, 21xx, 25 of our classmates embarked on the road to the south under the leadership of the school. We were all very excited along the way, and the freshness all around us. We started from school at noon and the train didn't start slowly until after three o'clock in the afternoon. From noon on, we were all busy. On the way from school to the railway station, we didn't feel a trace of sadness, perhaps because too much luggage left us no time to be sad. Seeing our classmates smile and wave goodbye at us outside the train window, I was really moved at that time. It turned out that classmates can also shed tears when they parted.
It's really hard to sit on the train all night. It's so crowded and hot that I can't sleep at all. After many stops, at 5 o'clock in the morning on X, we finally arrived at our destination. Walking out of the train station, we saw a different sky, and felt that the clouds were close to us, which made us see too clearly, so xx left a very fake sky in my first impression. On the way from the railway station to the hotel, we began to feel the care of the hotel. The manager of the human resources department helped us carry our luggage and went back to the dormitory. The logistics staff took us to buy daily necessities. But in our opinion, the environment here is not as good as expected, and many things disappoint us. I didn't have a place to call home for peace for most of the day. It was really sad at that time. In the afternoon, I opened the number of xx, pretending to be strong and telling my family that I feel good here. When I dialed my friend's phone, I couldn't help crying. I'm a stranger, and I'm alone. I don't have the support of my relatives in my heart. I'm scared inside and want to go home. My intuition tells me that this place is not so suitable for me, but I still have no choice but to stay and be tested.
training, followed by two and a half days of induction training. These two days have gradually made me accept things that are not what I want here, but the pain in my heart often stings me. I was assigned to the main computer room because of my eyes. I was the most relaxed and boring job. I couldn't find my life pursuit here at all. I came all the way here for this matter, and my heart was very unpleasant, but I had no choice but to accept it. I planned silently and must insist on it for a month. In this way, my internship life began without any excitement.
2. Experience the life of the business switchboard
The human resources department officially handed it over to all departments and met the amiable front office manager. Before the official appointment, the department gave us targeted professional training. At first, the extension list and hotel knowledge should start. For eight hours a day, we all sat there watching those things, which was very boring. Two days later, we began to try to answer the phone, because we were unfamiliar with the hotel business, and we didn't know how to deal with many situations. We always transferred the wrong number, which led to complaints. There is pressure in my heart, and it seems that simple work is not so simple to do. But what makes me proud is that because my voice has always been good, the switchboard response was quickly found by me. Later, when answering a phone call from a guest, the guest praised my sweet voice. I think the hotel left a good first impression on the guest through my voice at that time.
In the first week, old employees will take us to work. During this period, I feel what it means to be bullied. The girls in the main computer room are younger than us, but their work familiarity is higher than ours. Because the facilities and equipment in the general computer room are fixed, and many operations are standardized, if you don't train skillfully, you will make mistakes because of nervousness when you receive the call. When we get something they think is simple wrong, we will see a very impatient face, and sometimes we will be criticized by the foreman. I have endured these silently. Fortunately, my acceptance ability is good. After half a month's work, I can operate the general computer room alone with ease.
when the workflow is proficient, the steps are often simplified and the details are ignored because of being too proficient, which leads to complaints from guests or senior leaders than necessary. Once, when I was on duty alone, there were many phones at that time, and immediately after I answered one, that one rang again, or both rang at the same time. At this time, we will hold the phone to keep the guests waiting, because the phone is too busy and two calls are held at the same time. I accidentally hung up the phone of the guest when I came back from a phone call, and when the guest calls, the guest's voice obviously feels impatient. After I patiently and carefully explained to the guests, the complaint wouldn't make a big noise. This time, I deeply feel that no matter how familiar I am, I should do any work carefully, which will be more perfect.
Because there is only one foreman in charge of the business center and the main computer room, the operator in the main computer room must learn some knowledge of business clerks in case of emergency. The business switchboard has become an organic whole, and the old employees have resigned one after another, and new operators have come to the main computer room, and we have gradually become old employees. After being familiar with the business of the main computer room, the foreman trained us on the knowledge of business center, how to skillfully try out photocopiers and fax machines; How to provide booking service for guests; Are the focus of training. Working in the business center has given me hope, from talking with people by phone in the main computer room to talking face to face with guests in the business center. This is a challenge for me, and service has always been my weakness. When communicating with guests, I usually can't find key topics, and sometimes I am timid. When I meet foreigners, I often feel nervous and can't even speak a word of English. With the deepening of my familiarity with my work, my ability to serve customers has also improved a lot, which gives me the comfort I have found for so long.
3. Change of working attitude
Most of the time in the main computer room is boring and empty. One minute the phone keeps ringing, and four or five calls come almost at the same time, which makes our colleagues so busy that they can't wait for three heads and six arms, and the next minute there is silence, and sometimes there is no phone call for half an hour. This is the main computer room, what a boring place. I communicate with thousands of people on a phone every day, listening to the polite and impolite tone of the caller and the impatient voice. What I do all day is some repetitive and simple things. One day, I see only the red light flashing at the switchboard, and my eyes are full of the shadow of the phone, and the whole person becomes easily agitated. It is such a job with uneven distribution of leisure and busy, and it is such a boring place, day after day. The same is true in the business center. The good thing is that you can see people walking through the lobby from time to time, so you don't feel left in the corner.
As I just came out of school, I am full of good expectations for the society, so I asked the personnel department to change my post. The delay in the personnel department makes me feel that things are not as simple as I thought. With the shift of time, I have been in the main computer room for so long, and I am familiar with the working environment and work content. I can handle a lot of work with ease, and I have relieved a lot of panic and anxiety in my heart. In addition, our business switchboard is a company, and we will go to the business center from time to time to cover the shift, and also learn some knowledge of business secretarial services. These things are also very suitable for me, so I feel that my work is not so boring. I also have a new understanding of the work of the operator.
every operator is the soul of the switchboard. Before answering every phone call, I will adjust my mind and be full of spirit, so that guests can hear clear and sweet voices, feel my heartfelt smile on the phone, and let guests feel that you are welcome here. At work, I will use my good memory and skilled operation to transfer every call accurately and smoothly. I learned a lot of business skills and accumulated a lot of experience in my work. There are some experiences that can be put into life. Later, I won't feel very boring at work, and it is also very happy to do those simple jobs with my heart.
Fourth, internship experience and experience
1. Know the awareness of active service
Service awareness is the understanding of the duties, obligations, norms, standards and requirements of hotel waiters, and requires waiters to keep the sincerity of guests in my heart at all times. Active service consciousness is particularly important in service consciousness. Proactively discovering the potential requirements of guests and providing timely service will make guests feel a sense of belonging.
Active smile service is the service soul of the operator. The operator communicates with people by telephone. The guest can't see her smile but can feel it. The smiling voice is sweet and makes people feel comfortable. Whenever the guest hears such a voice, he will talk to it politely, and at the same time, he will be praised by the guest, which will make the hotel image suddenly bright in the first feeling of the guest.
Business clerks provide detailed services to customers. Being good at discovering the needs of customers is an important service skill for an excellent employee. When the guests are waiting in the business center, they can send a newspaper to the guests or ask the water bar staff to send a free glass of lemonade, so that the guests can solve the gap time in the waiting. At this time, the guests will smile to show their gratitude, so that their mood will be gratified.
2. Feel the hotel training
What impressed me most in Licheng is the hotel training system. From the induction training to the pre-job training of the department, to the monthly job knowledge training, it provides a good space for learning professional knowledge.
the essence of the competition in modern hotel industry is the quality competition between managers and employees. Training a team of high-quality hotel management and service personnel is the most important task in hotel personnel work. Now many hoteliers realize that "training is the only way for a hotel to succeed", "training is the staying power of the hotel" and "without training, there is no service quality". Hotel staff training is not only conducive to the development of employees' own knowledge and skills, but also conducive to the long-term development of the hotel.
For employees, they are willing to accept the training arranged by the hotel, which can speed up their correct professional attitude. Induction training is particularly important. In this training process, employees can know the situation of the whole hotel, and whether the hotel's institutional culture and welfare benefits will make employees feel a sense of belonging is often in this period. The training during this period plays an important role for our interns. We just stepped out of campus and couldn't find the starting point of our work. Induction training is the direction guidance before taking up our posts, so that we blind interns can have a good plan for their careers. The department's job skills training can help employees learn professional knowledge and skills, and also cultivate professional habits. Especially for new employees, systematic training is much faster than their own groping and learning, and they have confidence in doing their jobs independently and making correct decisions freely, thus improving their self-confidence.
for hotels, strengthening training can improve service quality and work efficiency. New employees can quickly master relevant skills to carry out their work through training. Older employees can also learn better working methods to reduce accidents and losses. There are often outstanding people in the staff. After training, they have expanded their knowledge and work areas, and the influence of new management theories will stimulate their management potential. It is very helpful to reserve talents for hotels.
3. Appreciate grass-roots management
Being a grass-roots post in a hotel, the foundation.