School of Social Sciences and Management, XX University Tourism Management 200 1
Internship: XX Hotel
Internship time: year-year.
foreword
It's finally time for an internship. I learned from my seniors a long time ago that there was an internship in the first half of my junior year. At that time, I was eagerly looking forward to this day, because everyone couldn't stand cramming teaching day and night, although I learned from my seniors that internship was not a happy thing as I expected.
Based on my overall plan, I decided to choose a hotel for my internship. After drawing lots, I chose a five-star hotel, which is an ideal hotel I hope to know and learn. This is the only five-star hotel in Nanning-Marriott Hotel.
This name is well known to Nanning citizens and even to Guangxi as a whole. Coincidentally, Mr. Chen, the general manager of the hotel, was invited to give a report to the school, only to learn that the original Mingyuan Xindu Hotel was built in 1995, which is a "nine-star" hotel-consisting of four-star Mingyuan Hotel and five-star Xindu Hotel. Mr. Chen's report was vivid and powerful, which further inspired me to know more about this hotel-are their words consistent with their deeds? Are there still any problems to be solved? I even began to wonder what I could learn in this hotel.
So what exactly is this hotel like? What is worth learning from? What else needs to be improved? How do I feel? Then listen to me slowly.
Part I: Chinese food department
The catering department of Mingyuan Xindu is roughly divided into the following departments: Chinese food department (including Yue Xuan, multi-function hall and six boxes), western food department (including garden restaurant and cafeteria) and wine department (including lobby bar, Le Yi bar, Chinese food bar, western food bar and cafeteria). We 10 people are divided into three groups, which are in different departments and change departments every 20 days, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. We are quite satisfied with this practice of the hotel, which is exactly what we want.
The four of us were first assigned to the Chinese restaurant-"this is the hardest department in the hotel catering department!" " "Before we started working, we heard someone tell us this in private. It seems that I really need to be prepared!
The work of the Chinese restaurant is indeed as the predecessors said-"hard work!" The hotel has not set its own job responsibilities and job descriptions for waiters, although this is the most critical link in human resource management of modern enterprises. In the impression of employees, their job is to listen to the tasks assigned by the foreman every day, ready to listen to the leader at any time, and there is no fixed job, or the waiters can do anything if necessary! Setting the table, folding the cloth, handing food, serving food and moving the table all have to be part-time handyman. What dirty, heavy and tiring jobs such as moving tables and chairs and laying carpets are all our waiters' jobs. What is even more incomprehensible is that the working hours of the hotel are 9 hours, and there is about 1 hour overtime every day (no overtime pay). I don't know whether this work and rest system violates the labor law, but as a flesh-and-blood person, everyone has his own minimum bottom line, because after all, people are not machines and can use them at will. The first three days at work are really painful. Every day besides work or work, my feet are the most wronged. Standing for nine hours every day caused a serious protest from my feet. The first thing I do after work is to find a place to sit down and rest. This shows the gap between the desirable humanized management and the cruel reality.
Another thing that embarrassed me was that the uniforms of waiters in Guangdong Xuan were really simple. Because the hotel has no extra clothes for a "tall and strong" boy like me, they only ask me to wear trousers and a white shirt, and even the vest and bow tie are omitted. This dress makes me almost like a waiter and a guest, so that once I was preparing to provide services for a meeting, a guest who was thought to be attending the meeting greeted me!
Employees represent the image of the whole hotel, which is a very important aspect of hotel VI design. A good employee uniform can not only make employees more energetic and improve work efficiency, but also reflect the internal culture of an enterprise. An enterprise without culture is just like a person without soul, just a walking corpse. How can enterprises without morale benefit?
However, what makes me happy is that most hotel employees are very warm and friendly. They won't be cold and blunt to us because we are interns. When we are tired, a sweet smile from colleagues and a common "hard work" will move people. It seems that employees themselves can best understand everyone's mood, because they can look at the problem from their own perspective, because they are telling "the hearts of ordinary people." This is also one of the qualities that hotel senior leaders lack most!
In this way, the days of Chinese restaurants came to an end day by day. In these days, I really learned a lot: besides the service procedures and skills of Chinese catering and the characteristics and types of Cantonese cuisine, I can also learn some things that are difficult to learn in class: how to deal with my own interests and the interests of hotels, how to deal with interpersonal relationships among colleagues, how to adjust my mentality, and more importantly, I know that a waiter should have a strong sense of service. In a chat with a department manager, the manager mentioned service consciousness, and I agree with him very much: "Service consciousness not only requires waiters to have the concept and desire to provide quality services to guests, but also should have the same consciousness to their colleagues." Yes, this is the true meaning of "service consciousness", and this is the embodiment of a waiter's true quality.
Part II: Western Food Department
The name of Mingyuan Xindu Western Restaurant is "Garden Restaurant"
Restaurant ",I think it may be because there is a small artificial garden outside the restaurant. The environment of the restaurant is quite comfortable. This is a typical western restaurant. The restaurant is divided into smoking area and non-smoking area. However, it can be done if we can put some handicrafts or murals with western art in the proper position.
It can attract more guests and make foreign guests from far away have a feeling of returning home.
Compared with Chinese restaurants, the management of western restaurants is completely different, and the service procedures and staff management are much more standardized and strict than Chinese restaurants. When I first came to the western restaurant, I felt as if I had unloaded a heavy burden, because the work in the western restaurant was too easy! You hardly need to do anything, even if you do, it is the simplest task: washing dishes, removing tables, setting tables, etc. It's far from China restaurant. But in a western restaurant, you have to stand even if you do nothing, which makes people feel that time passes slowly and their feet start to protest again. Sometimes, there are more waiters than guests in the restaurant, and everyone watches the guests eat together, which makes the guests feel very uncomfortable. Therefore, it is suggested that managers of western restaurants can make flexible arrangements, such as letting employees take turns to rest. When there are few people, two waiters are enough. Letting everyone take turns to rest can not only reduce foot fatigue, but also create a harmonious environment. Why not do this?
The service of western food is completely different from that of Chinese food, which often makes us interns not know what to do and how to do it well. But what puzzles us is that when we were internship, the hotel happened to be training some new employees, but the hotel just wouldn't let us participate in the training. This makes us very dissatisfied. Why not give us training? Although we only have a short-term internship in the hotel, we are here to study in the hotel. Should hotels give more consideration to our interns?
Part III: Liquor Department
Finally, we came to the last stop of the internship: Liquor Department. As the National Day holiday and internship ended one week ahead of schedule, our last stop was very short, which might add up to only one week.
I didn't know what to do when I first came to the wine department. A broad day has passed, and we don't know what to do like headless flies. Finally, a colleague came to tell us to clean our glasses, which we found. But I don't know where to go after cleaning the glass. Alas, it seems that the feeling of being abandoned is really not very good.
I think the busiest time in the liquor department may be at night. Because it was the peak season of the hotel at that time, wedding banquets were held in the guest box or on the big table almost every night, so we headless flies finally had a place to pour wine for the guests. As time goes by, we gradually realize that our main job is to help clean cups, set glasses and pour wine for guests in the stands, but we know nothing about how to make cocktails and how to grind a good cup of coffee, which is really regrettable.
The time in the bar is really too short, so I won't comment on it too much, but I can say without reservation that not only this department, but also other departments make me feel that the hotel lacks a corporate culture that can unite people's hearts, a culture different from other hotels and restaurants, which makes every hotel feel deja vu, a sense of cloning, and this culture,