Part I
After these six and a half months of practical application, so that we have a certain understanding of the business operation of the hotel, through the practice, the benefit is great.
I learned a lot of skills in practice, including communication skills, social skills, sales skills; experienced the art of hotel management and the importance of the rational use of human resources, and got a lot of valuable experience wealth; understand their own shortcomings, summed up the experience and lessons learned. In the future learning life I will be clear about the direction of their efforts, and constantly self-value-added, for the future planning of their own careers to set the foundation.
First, the internship unit introduction
Beijing xx center is subordinate to the Beijing xx center, is a well-equipped, fully functional quasi-four comprehensive hot spring resort hotel, the Beijing Municipal Government conference procurement designated units.
The hotel is equipped with nine meeting rooms of various specifications, which can meet the meeting requirements of 10-500 people, and the meeting room with a capacity of 500 people can provide various services such as large-scale stage, lighting, sound equipment, audio-visual recording, slide projection, LED signage display, and tea breaks, etc. It is the best place for you to organize various meetings, academic exchanges and conferences. It is the ideal place for you to organize all kinds of conferences, academic exchanges, lectures and training, large-scale performances, various banquets, press releases and exhibitions, auctions and other activities.
The hotel has a variety of luxury restaurants, banquet halls, cafeterias and VIP halls, which can accommodate 700 people at the same time, the restaurant to the authentic Sichuan, Lu and Guangdong cuisine, supplemented by farm dishes, home-cooked food and other dishes; raw materials are all used in the green organic food, reflecting the concept of ecological health and wellness. Boutique roast duck, special stewed pigeon, the production of unique, novel flavor, lips and teeth, will make you a memorable experience.
The hotel has 107 sets of deluxe standard rooms and suites***, with elegant interior decoration, broadband access and other services, and high-grade facilities, making it a choice for you to stay and rest.
The hotel recreation and leisure center is equipped with entertainment facilities, hot spring swimming, bathing, performing arts, self-help. There is also the second phase of the construction of the Internet cafe, bowling, billiards, table tennis, tennis, KTV, fitness and other projects, can meet your various leisure needs.
The hotel is located in Changyang Town, Shengxx, Beijing, the eastern part of the hotel is adjacent to Asia's fishing park Bixi Fishing Park, Changyang Gazhou Water County Golf Course; the southern part of the hotel is close to the University City of Liangxiang, Beijing; the western part of the hotel has the natural oxygen bar Shangdanshan National Forest Park, geological wonders such as Shihua Cave, Silver Fox Cave, Xianqi Cave, Shidu in the North, the Northern famous temples of the Cloud dwelling temple, the human ancestor living in the site of the Beijing apes in Zhoukoudian, and other tourist attractions. In the north, there is the world-renowned Outlet Super Leisure Spa Shopping Plaza under construction, which is a good place for your travel and vacation.
The hotel has superior geography and convenient transportation, only 30 minutes drive from Beijing West Railway Station and Liuliqiao Transportation Hub, which can greatly save your precious time.
Second, the main gains and experiences of internship
(a) Internship gains
1, the improvement of service awareness
For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of the enterprise, is the lifeblood of the enterprise, the quality of service is not only able to leave a deep impression on the customer, to lay the foundation for their re-entry, and can make the customer feel more honored, and can make the customer feel more comfortable, and can make the customer feel more comfortable. Can make customers feel honored, to establish a good brand and image for the enterprise, through the hotel organization of training and the usual department of intensive practice, exercise my sense of service, and developed a good habit of facing the guests with a smile; learned to use the standard etiquette and politeness to treat guests; understand the importance of learning a good foreign language.
2, the improvement of the level of service
After more than six months of hotel internships, so that we have a certain understanding of the basic business and operation of the hotel, courtesy is a person's overall quality of the concentration of reflection, the hotel is more so, we must be bold enough to open the mouth to people to ask for a good day, and also in the process of asking for a good day to the process to do the three to: the mouth to the eye to the God to, a can not be less. For the guest's request, to do our best to meet, although some are not our responsibilities, but also to try to help it convey; although some of the requirements are unreasonable can not be done, we have to use a tactful tone of voice to refuse, to help him seek other solutions.
The deepest impression is for the hotel's foreign customers (most of them are from the hotel's big customers - Honda) service, they are usually not very good at speaking English, so we have to guess what they want to do from their movements and phrases and quickly help him to do it. For example, when a customer says AIRPORT in broken English, we have to guess that he wants to go to the airport and ask us to arrange a free shuttle service. The next step is to provide them with a ride reservation form and accept his information and then handed over to the supervisor scheduling the car ......
3, the improvement of the level of English
In the quasi-four spa conference star hotels, the practical application of the English language, including the ability to listen, speak and write is particularly important. In the process of contact with guests from all over the world, English as an international language plays its importance, without it, I can not communicate with the guests, not to mention for him (her) service. During the fair, the guests came from all over the world and were not familiar with the hotel, so we had to introduce them in English, accept their inquiries about the hotel, weather, geography, shopping and other information, and promote Guangzhou and publicize the image of the hotel to the guests in a timely manner.
(B) Internship experience
1, the internship is not to experience life
The internship took up our last summer vacation time in college, but this is different from the previous summer jobs, in the process of the work, we are not simply selling their own labor in exchange for compensation, but when they are a member of the hotel, and the colleagues of the various departments work closely with the maintenance of the hotel image and the creation of interests. The first thing you need to do is to get your hands dirty.
During the internship process, we will not be treated with special courtesy because we are still undergraduate students, and other heart employees, as from the basic knowledge of the hotel and the beginning of the work to understand, and occasionally do the wrong thing, there will be no favoritism.
2, the internship is a process of contact with society
Through this internship, I have a more comprehensive understanding of the organizational structure of the hotel and business operations, contact with all kinds of guests, but also made a lot of good colleagues and friends, they let me more profound understanding of the community, they broaden my horizons, and taught me how to adapt to the community to integrate into society.
3, the internship period and the relationship between the Beijing xx hot springs conference hotel
As a member of the hotel, wearing a *, we must maintain the rights and interests of the xx hotel in every way, to put themselves and the hotel is closely linked to the hotel to familiarize themselves with the hotel's information, to be another of their own words and deeds should be on behalf of the hotel's interests, and at all times for the hotel to do publicity to improve the image of the hotel and their own.
4, internship and employment
The internship process, so that I have early contact with society, recognize the employment situation today, and for their own employment plan soon to do an advance planning.
Through this internship, I found my fit with the hotel and made a guide for my employment direction. In addition, the talent cultivation system of Beijing xx Hot Spring Conference Hotel provides us with a lot of learning opportunities and employment opportunities. The internship is actually a rehearsal for employment.
III. Ideas and Suggestions for Internship
(I) Ideas for Internship
After the initial contact with the hotel industry and Beijing xx Hot Springs Conference Hotel, I found that the high turnover of personnel is a problem for the whole industry. The hotel industry practitioners of uneven quality, from secondary school culture to graduate students and even higher culture; at the same time, the age span of the staff is very large, the small just turned 18 years old, but some departments of the ordinary staff has been over half a hundred years. Differences in age and cultural level, determines the hotel in the efficiency of the differences, such as: room service staff of the English level is generally not high, in the guests need some room service, they often do not understand its requirements and want to the front desk or service center colleagues to help, the phone will be transferred to delay the time, but also cause dissatisfaction of the guests.
The hotel industry is a very need for team spirit of the industry, any guest needs the service is not possible by a person to help him complete. From the moment the guest booked the room, we began to serve him, from booking to reception to check in to catering and recreation to check out and leave to take a are inseparable from the communication and cooperation of various departments.
Beijing xx hot spring conference hotel is a new foreign-related four hotels, only two years of history, more or less there are some management problems. The hotel's internal authority is unclear, chaotic management, easy to cause departmental disputes. For example, the housekeeping department and the concierge department can provide guests with the return of laundry delivery work, guests in the expected time to confiscate the clothes when calling to inquire or complain, often because of the responsibility to pursue and cause quarrels, damage to inter-departmental relations and affect the efficiency.
Poor communication and lack of team cohesion. Some hotel departments are not 24 hours a day, such as the booking department, the sales department ...... between the departments happen to have no certain tacit understanding and adaptive response mechanism, resulting in the guest information is not updated in a timely manner, delayed pick-up service, luggage transportation and other events.
The hotel's information is not unified, and there is no perfect training system. Due to the shortage of manpower, I started to work on the first day of the official work, but at that time I Beijing xx hot springs conference on the hotel almost nothing, only from the department to provide some information to begin to understand, as for the hotel's architectural structure and other departments of the business situation, etc., it is in the work of the colleagues around the advice to slowly accumulate. As the hotel's information is organized by the departments themselves, it is inevitable that there are some discrepancies in some content, such as the running time of the Airport Express from the hotel to the airport, the concierge and housekeeping department's information shows a different time, and in the actual application, my colleagues told me that the time has been changed recently, and there is a new timetable. ......
< p> We only carried out the induction training of the Human Resources Department more than a month after joining the company, when the training hotel still did not provide us with unified training materials, the training was not targeted, and spent a considerable amount of time on etiquette and manners, but by then we had already repeated it many times inside the meetings organized within the department. In addition, the Ministry of Human Resources to organize training time just when the heavy task of the various departments of the period, the training of four days, every day, a new colleague leave work and can not participate in the training, the training effect greatly reduced.The hotel's Beijing xx hot spring conference management system is a hundred close, in the attendance system is not rigorous enough, there are often leaders, colleagues late and early departure or help people play the commuting card things appear.
Of course, I have shortcomings in this hotel internship, in the process of the work of the department is not familiar enough with the business, can not be readily adapted and quickly provide accurate information for the guests. The carelessness still happens to me from time to time, the most important thing in the hotel work is to be careful and patient, so this is a very fatal shortcoming. I still need to improve my English, so that I can communicate with the guests. On the other hand, it is also necessary to know other foreign languages and cultures properly.
(ii) personal recommendations
The gas development company under the xx already has a very perfect reserve cadres system, only to continue the system, improve the entry threshold of the hotel, it is possible to discover capable and qualified staff. This can make itself a mixed human resources situation to improve the overall quality of the staff to improve the enthusiasm of the staff to improve the efficiency of the work can be improved, the hotel revenue can be possible to chemical.
The hotel's Human Resources Department can unify the collection of business information from various departments to produce a complete training materials and hotel information, distributed in the staff training and timely update. Hotel departments to communicate more, in the hotel information and materials as much as possible to unify and timely delivery, so as not to cause the information does not work or information late, which is to improve the quality of hotel services, improve work efficiency, resolve departmental disputes and create the necessary measures to create the image of the hotel.
In terms of training, for the staff mobility problem, I hope that the Ministry of Human Resources can be based on the monthly new employees and the hotel's business situation in the month to arrange training time, specializing in training work and real-time tracking of new employees after the work of the new employees work life situation, to strengthen the new staff's business quality.
1, the hotel has a lot of English, Japanese, etiquette experts, I hope that the hotel can regularly arrange for employees to participate in the relevant application of English, daily Japanese and international etiquette to strengthen the training, improve the quality of service for employees, to provide guests with more attentive service.
2, query flight information, determine the time and arrival, report to the supervisor for vehicle and personnel arrangements.
3, with all the required items out of the car, at the airport (station) to confirm the final flight arrival time and exit, arrive at the exit in advance to prepare to meet the guests.
4, receive the guests, confirm their identity, after checking the correctness of the car back to the hotel, arrangements for registration and check-in matters.
5, in the concierge counter for the guests to provide consultation, storage and other concierge services.
Part II
After more than two years of learning and accumulation, finally in XX, began a new course of life - internship. As a secretarial students, I chose to be closer to the professional hotel reception as my internship position.
Just to the hotel, quite excited, after all, is the first time to really enter the community to work, to what all feel fresh and curious, but when the official on the job, only to find that the work is very hard, but also let a person benefit a lot.
The front desk, as the face of the hotel, is the first to have an impact on the guests and make the service sector. The efficiency of a hotel and the creation of profits basically start from here. As a result, hotels generally require a higher level of front desk, usually with a level 3 in English.
The work of the front desk is mainly divided into reception, room sales, check-in registration, check-out and expense settlement, of course, this also includes answering questions for the guests, to help guests deal with the service requirements, telephone transfer, taxi outcall service and air ticket booking business and other work. In addition, the front desk as a direct contact with the guests of the department, so many of the requirements of the guests will not be directly to the floor attendant, but to choose their first contact with the department - the front desk, so the front desk as the entire hotel coordination center for the work. Guests' requests are basically the same, less a hair dryer, lack of towels, want a hanger and so on, usually trivial matters, but there are some guests will be unreasonable, such as booking plane tickets, the guest said he wanted to book three tickets to Beijing, and the guest's own signature to confirm, but when our front desk staff to help book the tickets to the guest, the guest did not recognize that he booked three, and demanded that we He asked us to refund the overbooked airfare. Although we were not at fault because he signed the confirmation slip, the lobby manager asked us to admit our mistake and refund the airfare. I was very angry at the time, but as the saying goes, "the customer is God" and "the guest is always right" is a well-known motto in the hotel industry, and I've come to realize it y.
The front desk of the hotel, the work of half a time into the morning shift, the shift and overnight shift three classes, rotating work, and a week off. In addition to the overnight shift for two people, the morning shift and the middle shift have three people to play. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This arrangement is more relaxed, not only in the case of heavy workload, one person can be assigned to cashier, one person to register sales, and the other person is responsible for other services and contact work. And it can also relieve the pressure on the cashier, so that the cashier can be clear-headed and make no mistakes. The most important thing is, this way of working, can quickly let the newcomer to get experience, in the workload of small time by the lead colleague guidance, the workload of large time and can absorb more experience, rapid growth.
The internship is a very good platform, so that we have a new understanding of society and awareness, only in the reality of the experience, will understand that this society is so complex, far from the good we imagine. During the hotel internship, there was a period of time, I found my own ideas and views are so childish, but then I slowly let go. In the university, we are just a blank sheet of paper, only through the internship to taste the society and life, in the front desk of this inconspicuous position, I can feel the society of human affairs, I'm a little bit of social experience and learn the way of the world, to understand the complexity of interpersonal relationships, this is the most valuable part of the whole internship process. The whole internship journey, I not only see their own good side, but also in all aspects of my shortcomings and deficiencies in unreservedly magnified out, so that I pay attention to their own never pay attention to things.
Obviously, the workload of the front desk is very large, and, when the hotel receives important guests, usually the manager will be a thousand instructions and even personally deal with, do not allow the slightest negligence. Needless to say, patience and care is something that every hotel employee must have. Although the work of the hotel every day is the same, week after week, but, because most of the guests are received from all over the country to come to sightseeing tours, and therefore, you can feel the different regions have different cultural atmosphere, of course, to Lin'an is mostly domestic tourists, so the exotic atmosphere is very little.
Perhaps, in the eyes of outsiders, the work of the front desk is very simple, in fact, the complexity of the work of the program, in the long and short of three months, I found that to do a good job, the mindset must be adjusted, regardless of whether the work is heavy or idle, to use a positive attitude to complete each of our work, rather than complaining; when you make a mistake, to think of every way to make up for your faults, rather than complaining; when you make a mistake, to think of every way to make up for your faults, rather than complaining, to make up for your faults. make up for your faults instead of running away. To say, now the hotel receptionist's salary is generally a base salary plus commission, that is, check-in guests more, their own wages are also high, which is considered to encourage everyone to put their heads down and work hard, overtime and overtime are also willing to adhere to the motivation of the place.
As a fledgling newcomer, I inevitably make mistakes in my work, but the manager and colleagues are not very blame, but to give me comfort and encouragement, which makes me very moved, met such an enlightened boss and colleagues, but it is not easy. Thanks to an older colleague told me, no matter what kind of environment, we have to remember three points: one, diligence, two, patience, three, not ashamed to ask, I will always keep in mind.
The internship is now over, this is an unforgettable days, there are happy, sweat, bitter, it is difficult to use a word or two to say clearly. This three-month period is short, but the process is long, I want to summarize and summarize, will be strengthened by their own shortcomings, re-organize their confidence, to meet the new beginning. Through this internship, I really learned a lot of practical things, and these are precisely in the classroom can not learn.
In the next two years, I will continue to study in the school, because the next stage of learning is also related to this internship, so it also lays a certain foundation for my future learning. Finally, I would like to thank all the colleagues and managers of the hotel, thank you for your care and attention to me during this two-month internship, from you, I learned a lot, and I hope the hotel can be better and better!
Part III
As a hotel management graduates, should be recruited to the × × Grand Hotel has been a period of time from now, looking back on this period of time, this is a precious experience in my life, but also left me with unusual memories. Looking back on this internship in the hotel, I feel that I have benefited a lot from it, and learned a lot of knowledge in the classroom and books can not be learned. Internship process unit gave me enough tolerance, support and help, in the leadership and colleagues of the care and guidance, through their own unremitting efforts, all aspects have made some progress.
I was assigned to the hotel front desk internship. The hotel's front desk work shift is divided into three shifts, morning shift, mid-shift and overnight shift, rotating work, and a week off. In addition to the overnight shift for two people, the morning shift and the middle shift have three people to play. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This arrangement is more relaxed, not only in the case of heavy workload can be assigned to one person cashier, one person registration sales, another person is responsible for other services and contact work, but also to ease the pressure of the cashier, so that the cashier can do a clear mind, no error. The most important thing is that this way of working, can quickly let the newcomer to get experience, in the workload of small time by the lead colleague guidance, the workload of large time and can absorb more experience, rapid growth.
Perhaps, in the eyes of others, the work of the front desk is very simple, in fact, the work of this program is complex and numerous, in the long and short months, I found that in order to do a good job, the mentality must be adjusted, regardless of whether the work is heavy or idle, to use a positive attitude to complete each of our work, rather than complaining; when you make a mistake, you have to think of every way to make up for your faults, rather than complaining; to make up for your faults, rather than complaining; to make up for your faults, rather than complaining. make up for your faults instead of running away. Now the front desk of the hotel's salary is generally a base salary plus commission, that is to say, check in more guests, their own wages are also high, which is considered to encourage everyone to bury their heads in the sand, overtime and overtime are willing to adhere to the motivation. As a fledgling newcomer, I will inevitably make mistakes in the work, the good thing is that the manager and coworkers did not blame, but also give me comfort and encouragement, which makes me very touched. Thanks to an older colleague told me, no matter in what kind of environment, we have to remember three points: one, diligence, two, patience, three, not ashamed to ask, I will always keep in mind.
These days I really learned a lot of things, in addition to learning some basic skills and service knowledge, but also learned to do people, how to deal with their own interests and the interests of the hotel, how to deal with interpersonal relations between colleagues, how to adjust their own mentality, more so that I understand is as a waiter should have a strong sense of service. Internship is a good platform for us to have a new understanding of society and familiar with, only in the reality of the experience, will understand that this society is so complex, far from what we imagine simple.
During the hotel internship, there was a period of time, I found my own ideas and views are so childish, but then I slowly let go. At the beginning of the work, do not adapt to the long standing and work and rest time change, a day down, hands and feet stiff and sore, the first thing is to find a place to sit down and rest after work, a time really a little bit unbearable. For these I have gritted my teeth and persevered, but also more y appreciate the difficulty of survival. Previously at home, food and clothing, did not even seriously think about how these things come, and now when they have a job, only to find that it is not easy to come by. In college, we are just a blank sheet of paper, through the internship we experience society and life. In school or at home, perhaps a teacher or parents assigned to say what to do today, what to do tomorrow, but here, not necessarily someone will tell you these, you must consciously to do, and to do their best to do, the efficiency of a piece of work will be a different evaluation of others.
In school, most of the atmosphere of learning, after all, the school is the place of learning, every student is working hard to achieve higher grades. And here is the place of work, everyone will be in order to get higher pay and promotion and efforts, whether it is learning or work, there is competition, in the competition to continue to learn others advanced place, but also to continue to learn others how to behave, in order to improve their own ability. In this position of the front desk, I can gradually feel the social human affairs, I am a little bit of social experience and learn the way of the world, to understand the complexity of interpersonal relationships, which is the most valuable part of the whole internship process. The whole internship process, I not only see their own good side, but also in all aspects of my shortcomings and deficiencies in unreservedly magnified out, so that I focus on their own unattended things.
Through this internship, I have a more comprehensive understanding of the organizational structure of the hotel and business operations, contact with all kinds of guests, but also made a lot of good colleagues and friends, they let me more profound understanding of the community, they broaden my horizons, but also taught me how to adapt to the community to integrate into society. During the internship, it let me contact the society in advance, realize the employment situation today, and make an advance planning for my employment plan in the near future. Through this internship, I found the fit between myself and society, and made a guide for my employment direction.