The two years of university life passed by in a hurry. With excitement and expectations for internship, I chose Shanghai, which has a developed economy. At the same time, in order to let myself learn more systematic and professional knowledge. For management knowledge and skills, I chose Hongqiao Sheraton Pacific Hotel. Through this half-year internship in this hotel, I learned a lot, not only in theory and work, but also in life, which made me deeply I feel the importance of internship. Below, I will summarize my learning experience in the past six months through a few summaries.
1. Interview
After two days and two nights of train travel, we arrived in Shanghai early on June 11th. After the agency teacher settled in our accommodation, he took us to the hotel without stopping. At this time, we were so tired that we insisted on preparing the interview materials and dressing up as quickly as possible. We went to the hotel with the teacher. After going to the hotel, the staff of the human resources department collected our information and notified Interview in the afternoon. After waiting in the hotel's training classroom in the afternoon, we were arranged by the human resources department to be interviewed one by one by the relevant departments through the departments we selected. I chose the front office. After waiting outside the front office manager's office for a while, the manager let me in. He asked me why I chose the hotel and the front office, and then asked me to introduce myself in English. I took a long time in the car. My mind went blank, so I simply said a few words. Looking at his expression, I knew that I had failed. Sure enough, not long after, the HR person asked me to wait, saying that I had not passed the interview, and asked me whether I should choose the front office of other hotels or other positions in this hotel. After weighing it up, I chose the catering department, and then arranged a second appointment. During the interview, the manager of the catering department was a foreigner. When I came in, he kept talking in English. My mind was blank and I didn’t know anything anymore, so he had to ask his secretary to translate for me. Only then did I realize how important English is! Proficiency in a foreign language has become a job requirement.
2. Training
Through two days of training, we have a general understanding of the cultural background of the hotel and Starwood Group
Starwood International Hotels and Resorts Management Group is the world is a hotel management group that has been well-known in the world hotel industry for developing and operating high-quality resort services. It owns more than 900 hotels and resorts in 95 countries and regions. It has many internationally renowned brands: Sheraton, Four Points by Sheraton, Westin, St. Regis, Select, W Hotels, Le Méridien, Aloft, Element Hotel, etc. Starwood is an international hotel management group that develops and operates high-quality hotels and resort services. "Sheraton" is a hotel brand owned by Starwood, with more than 400 hotels in more than 70 countries and regions.
The Hongqiao Sheraton Shanghai Pacific Hotel had a trial opening on September 1, 1990, and was named Shanghai Pacific Hotel Co., Ltd. It officially opened on March 23, 1992, which attracted the attention of Starwood International Hotels and Resorts Management Group. The hotel brand - Westin is operated and managed. Since January 2002, the hotel has been renamed Sheraton Gouda Shanghai Pacific Hotel and is operated by Shanghai Pacific Hotel Co., Ltd. Following the earliest luxury hotel in Shanghai (The Westin Grand Pacific Hotel Shanghai) with ten years of operation history, the Sheraton Gouda Hotel Shanghai becomes one of only twelve Sheraton Gouda Hotels in the world.
The hotel is strategically located in the integrated transportation hub of Shanghai. Not only can it easily reach Hongqiao International Airport and Pudong International Airport, it can also easily reach the New Pudong International Convention and Exhibition Center and the F1 Racing Track in Jiading. . The surrounding area is close to the Shanghai International Trade Center, Shanghai World Trade Mall, and shopping malls. It is surrounded by office buildings and high-end apartments nearby, providing complete services, high-quality room facilities, and a good environment for people engaged in business and leisure. The hotel is on the 27th floor and has 297 comfortable and luxurious rooms, including 100 suites. In 2008, the hotel officially joined Starwood International Hotels and Resorts Management Group and was directly operated and managed by it. It was also officially renamed Sheraton Shanghai Pacific Hotel Hongqiao.
In addition to a strong background, culture is the essence of an enterprise. The core values ??of the Sheraton brand reflect the human side. It builds Sheraton's values ????with warmth, connection and mutual sharing as the core.
When we approach our work with the belief that "I make a difference and I represent Sheraton," we understand what makes a Sheraton employee successful—connecting with guests, belonging to the Sheraton family, being practical, and transforming and growing. At the same time, Starwood Care also gives people constant surprises. Modern social organizations increasingly advocate humanistic management, and the "people-oriented" idea has been undoubtedly established in China. Since this hotel implemented Starwood Cares, something different has changed every day. Employees are smiling more and are more considerate of guests and colleagues. Although it is becoming more and more cliche, some people say that "words are better than words", but without Starwood's care, what is the difference between this hotel and ordinary hotels. Starwood Care has created an atmosphere for its employees, and the corporate culture it creates is far greater than its own value.
Among senior management, Six Sigma is widely implemented, and Six Sigma is a good thing. Increase revenue and reduce expenditure, and reduce unnecessary waste. In order to cultivate its own professional hotel management personnel, the "Starwood Care Management Academy" was also specially opened. The Starwood Care Management Institute certification course*** is divided into four stages, namely: Tur 1 (employee transformed into supervisor); Tur 2 (supervisor transformed into manager); Tur 3 (manager transformed into administrative member); Tur 4 (executive member) Transformed into GM). The Starwood Care Management Institute aims to cultivate managers and successors from within for the hotels under the Starwood Group. The certification process for each course is very rigorous: before each course, students will interview their line managers and sign a performance contract. On the 30th, 60th and 90th days after the training, line managers and employees will hold three meetings on the behavioral performance contract to confirm whether the trainees have made progress in the behavioral performance stipulated in the contract. Once a student reaches an exam score of 80 or above and successfully passes three behavioral performance contract meetings, he or she will receive a completion certificate for the course.
Starwood Group takes into account two basic aspects and six manifestations when designing and implementing Starwood Care: the two basic aspects are understanding customers and understanding competitors; the six manifestations are customer experience and shining moments , appearance, behavior, conversation, preparation. The steps to provide customers with star experiences are as follows: First, we need to understand our customers; on this basis, we need to further understand our competitors; then, describe the star experience we will bring to customers; then, describe our customers’ journey, From start to finish, list our shining moments; then, list how we looked, behaved, and spoke in each shining moment; and finally, prepare to provide our star service. That's all I know about this hotel and its management group.
3. Work content
In our school, I and another girl were assigned to the coffee shop. As we all know, "This is the hardest department in the hotel catering department!" Not yet When we started working, we heard someone next to us telling us this in private. Therefore, we are mentally prepared to face the challenge.
The work in the coffee shop is indeed as everyone said - "hard work!" The hotel did not set out their own job responsibilities and job descriptions for the waiters, although this is the most critical part of human resources management in modern enterprises. , in the impression of employees, their job is to obey the tasks assigned by the foreman every day, and be ready to follow the leadership's instructions at any time. There is no fixed job, or as long as there is need, the waiter can do anything! In addition to the so-called main tasks that must be done, such as setting the table, folding the cloth, passing the dishes, serving the dishes, and removing the table, you have to be a part-time handyman. Although the working hours of the hotel are 8 hours, and we have to work overtime for half an hour to an hour every day (without overtime pay), after communicating with the manager, the manager also asked us to fill in the overtime form appropriately. At the same time, we often work the early morning shift (5:30 to 14:00) and there is no early shift subsidy. As an intern, I had to do everything. The first two weeks of work were really miserable. I had to work every day, and it was so painful that my feet suffered. Standing for 9 hours a day caused serious pain in my feet. The first thing I did was to find a place to sit down and take a rest, and there were a lot of blood blisters on my feet. Suddenly I knew that there was indeed a gap between ideal and reality.
However, after several months of training, I have adapted to these difficulties, and at the same time, I know how to arrange my time reasonably and improve efficiency during my work.
Most of the hotel employees are so warm and friendly. They are not indifferent or harsh towards us because we are interns. After hard work, a sweet smile from colleagues can make the most of their ordinary words. However, "Thank you for your hard work" will move people. It seems that the employees themselves can best understand everyone's mood, because they can see the problem from the employees' own perspective, because what they tell is "the heart of the common people." At the same time, the manager They are also very caring and considerate to us, and always ask us to ask any questions or difficulties we have. This reflects humanistic management and makes us foreign interns feel very warm.
Through this half-year internship in a coffee shop, I learned a lot: in addition to learning greetings and making phone reservations, I also learned about and recognized different things in specific jobs.
Our working hours mainly include the following:
A02 5：30——14:00
A03 6：00——14:30< /p>
S51 7: 00 —— 11:00 15:00 —— 19:30
B09 14:30—— 23:00
Our job responsibilities As follows:
When making buffet, my job responsibilities are: 1. Add bowls, plates, juice, juice cups, chopsticks, spoons, etc. to the buffet table in a timely manner to ensure that guests can eat smoothly; 2. 2. Clean the buffet table to ensure it is clean; 3. Wipe cutlery, fold cloth, and prepare the setting on the guest table; 4. Replace parts and prepare the subsequent setting; 5. Wash the coffee machine, juice bucket, etc. These are what people who work at BUFFET have to do. When we came here, it was during the World Expo. The room rate was very high. We served five to six hundred people every day. There were blood blisters all over my body, and the muscles in my arms were developed. Later, I gradually adapted to it and was able to make proper arrangements. My strength also became much stronger. I was no longer the skinny little girl who couldn't do anything. Although making buffet seems to be physical and chore work, I learned the breakfast dishes from it, I am familiar with the breakfast menu of our cafe, and I can smoothly introduce the dishes at the table to the guests. This is my gain. The next gain is muscles, just think of exercising your body.
While watching Station, my job responsibilities are: 1. Prepare coffee and tea for guests, and pour coffee and tea for guests; 2. Set up, close and clean the table; 3. Prepare coffee Cups, coffee saucers, coffee spoons and other tableware; 4. Make basic coffee and tea: single or double espresso, cappuccino, coffee latte, ice coffee, ice tea, D-coffee, etc.; 5. Take customer service orders wait. By working at the station, I learned how to use Starwood's standard to serve guests, and understood the entire service process and standards. At the same time, this also requires us to quickly and skillfully master the menu and hotel knowledge, as well as the placement and differences of tableware. Change the dishes to different tableware. During this process, I had more opportunities to communicate with customers, and I found that my disadvantage is that my English is not very good, so English is the direction I should work on.
When I was a Hostess, my job responsibilities were: 1. Greeting guests; 2. Showing tables to guests; 3. Helping guests pour coffee and tea; 4. Introducing related dishes on the dining table to guests and placement; 5. Farewell guests in time when they leave; 6. Answer guests' reservations, etc. Through hostess, I understand the importance of smile and greeting. When guests are warmly welcomed, their hearts feel warm. This also reflects the value of a sense of service. Here I learned to face life with a smile. , light up life with service.
In the process of working as a cashier, my main responsibilities are: 1. Billing and settling accounts for customers; 2. Discounting, points, and invoicing for customers; 3. Summarizing daily turnover and canceling project reports , clearing bills, doing homework, handing in cash and registering discounted membership information; 4. Paying tips regularly, payslip signature forms, etc. 5. Changing change, invoice paper, POS machine paper, etc. After all, cashier work involves dealing with money, so care and responsibility are essential. In the process of working as a cashier, I learned how to quickly organize bills, how to give points to customers, how to give customers preferential discounts, and about When customers inquire about discount cards and coupons, I can accurately provide them with the answers they want. This is a rewarding job for me. It allows me to keep a clear head at all times and do my homework carefully and patiently. No matter what work I do in the future, I will bring this serious attitude to my current life and future work.
In addition to improving my skills, I was able to learn some things that are difficult to learn in class: how to handle my own interests and the interests of the hotel, how to handle the interpersonal relationships between colleagues, how to After adjusting my mentality, I learned that as a waiter, I should have a strong sense of service.
4. Internship Summary
The above are some of my feelings during the internship process. From my six-month internship, I can generally summarize the following shortcomings:
1. My own shortcomings
Through this internship, I discovered my own shortcomings. In terms of language skills, I still cannot communicate with guests fluently. The customers you come into contact with in the coffee shop are diverse, and you can come into contact with customers from almost all over the world. However, most of the customers in the coffee shop are foreign businessmen. Since their English speaking skills are not very good, it creates obstacles in communication with the customers. , I can only communicate with the guests with a few simple words in English. In many cases, I understand what the guests say but don’t know how to express them in English. And due to my lack of experience in hotel work, I often don’t know how to respond to various requests from guests, which leads to various small mistakes at work and brings a lot of inconvenience to my colleagues. However, mistakes are not terrible. The most important thing is It is necessary to correct mistakes in time and learn from them, so as not to make similar mistakes again. Only by making mistakes can progress be made. Therefore, I often ask colleagues for advice, learn from them humbly, constantly reflect and summarize, accumulate experience and lessons, strive to improve my adaptability and communication skills, and strive to do a better job.
2. Problems in hotels
I personally think that hotels have problems in management methods, staff training, staff recruitment, etc.
First of all, the cafe space is too small, and it is inconvenient to expand the hotel. The theme building is very grand and luxurious, but after more than 20 years of development, the building has become dilapidated, and many hardware facilities can no longer keep up with the development of modern hotels. These potential factors will greatly restrict the development of this hotel and the competition of other hotels. However, the hotel is currently undergoing renovation and renovation, and this problem is being resolved.
Due to the high staff turnover rate in hotels and the frequent departure of regular employees, it is difficult to improve the service quality of hotel employees. Although, in terms of human resources, the hotel has always had interns, and when business is good and busy, they will hire part-time employees through some intermediary companies. However, after the internship, everyone goes home and has to recruit new employees and start over, thus causing a problem in human resources. losses. It increases the cost of the hotel, which is a flaw in human resources management.
There are still some problems with hotel training. Some training items are not very practical. Therefore, I think we should conduct employee surveys and make specific training plans based on the actual situation.
5. Employment Outlook
This internship allowed me to get in touch with society in advance, experience the hardship and fun of work, learn knowledge that cannot be learned in books, and understand the current employment situation. And have new thoughts and new views on your future employment, giving yourself the opportunity to adjust your employment mentality and employment plan. An internship is actually a practice for employment.
After internship, you should have a deeper understanding of your own abilities and hobbies, as well as your own shortcomings. You should constantly improve yourself while preparing for your employment goals. You must not be too ambitious and be prepared to accept challenges. Prepare. I believe that through my own efforts, I will make greater progress. I am also grateful to the school and the hotel for giving me this internship opportunity.