2020 Student Hotel Internship Report

College life is coming to an end again, and we have entered the internship stage one after another. So how much did you gain from your internship in the hotel? Clean yourself up! The following is the "2020 University Student Hotel Internship Report" compiled by me for your reference only. Welcome to reading.

2020 University Student Hotel Internship Report (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 and officially opened on X, X, with a total investment of X billion RMB.

The hotel is built by mountains and rivers. It consists of eight and a half-moon-shaped main buildings and a four-story tower podium, which looks like Maitreya Buddha. The hotel is located in the development zone of X City, far away from the city center, with fresh air and elegant environment, adjacent to xx Villa, which is known as one of the four famous places of interest in xx with its 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 real estate development with tourism. It is a unique and charming five-standard hotel in Dongguan.

The hotel lobby is magnificent, with simple and elegant decoration and originality. All of them are imported precious homes, and all of them are made of porcelain capital xx porcelain. Meanwhile, every detail of the hotel can reflect the essence of traditional culture. In particular, the 18 1 deluxe rooms, which imitate the Ming and Qing styles, are as spacious as any five hotels. The interior is bright and transparent, with rich and elegant style, romantic and chic. The use of floor-to-ceiling glass and outdoor partitions extends the beauty of nature and warm and modern enjoyment.

The hotel has many catering facilities, delicious food from all over the world and thoughtful and elegant service to meet the needs of different guests for food and leisure. The Regent Hall Chinese Restaurant, local seasonal snacks and traditional exquisite Chinese dishes are available for you to choose from. "some enchanted evening" nightclub has 49 luxury private rooms 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, multifunctional meeting room, business center, sauna, etc. , can fully meet the requirements of all aspects of the guests.

Second, the work introduction

The switchboard is the first window of the hotel to the guests, and the first impression of the guests on the hotel is often generated by telephone. The responsibility of the switchboard operator is very important. Licheng is strict with operators: familiar with all the business and knowledge within the group; Do a good job of succession; Transfer every call quickly and accurately according to the working procedure; Answer the guest's inquiries warmly, politely and quickly; Take the initiative to help the guest find the phone number or keep the phone secret for the guest; Provide accurate wake-up service for guests; Master the organization of the store, and be familiar with the names and voices of the main person in charge of the store and the managers of various departments; Familiar with common telephone numbers in the city; Familiar with the knowledge of investigation; Master the functions of the equipment in the main computer room, and know how to make full use of the function keys and matters needing attention in operation; Especially 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-mails online for guests, and keep them confidential; Handle the reservation service of air tickets, train tickets and tourist tickets for guests; Answer guests' 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 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, the work summary

1. The complex mood when I first arrived in Licheng

20xx 10, 25 students in our class embarked on the road to the south under the leadership of the school. We were all very excited along the way, and new things surrounded us. We set off from school at noon, and the train didn't start slowly until after 3 pm. We have been busy since noon. 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. I was really touched when I saw our classmates smiling and waving goodbye to us outside the train window. It turns out that classmates can cry when they break up.

It's really difficult to sit on the train all night. The carriage was so crowded that it was a little hot that I couldn't sleep at all. After many stops, we finally arrived at our destination at 5 am on the X day. 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 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 don't have a place to call home for most of the day. It was really hard at that time. In the afternoon, I opened the number xx, pretending to be strong and telling my family that I feel good here. I couldn't help crying when I dialed my friend's phone. I am a stranger, I am a person. I have no family support 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 that this is not what I want, but the pain in my heart often stings me. I was assigned to the main computer room because of my eyes. I am the most relaxed and boring job. I can't find my life pursuit here at all. I came all the way here for this matter, and I was very unhappy, but I had no choice but to accept it. I plan silently and must stick to it for a month. In this way, my internship life began without waves.

2. Experience the life of the business switchboard

The human resources department was officially handed over to various departments and met the amiable front office manager. Before the official appointment, the department conducted targeted professional training for us. First, the extension list and hotel knowledge should begin. Eight hours a day, we all sit there and watch those things, which is very boring. Two days later, we began to try to answer the phone, because we were unfamiliar with the hotel business and didn't know how to deal with many situations. We always transfer the wrong number, which leads 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 been very good, the switchboard response was quickly found by me. Later, I received a phone call from a guest who praised my sweet voice. I think the hotel made a good first impression on the guests through my voice.

In the first week, the old staff will take us to work. During this period, I felt what it meant to be bullied. The girls in the main computer room are younger than us, but they are more familiar with the work than us. Because the facilities and equipment in the general computer room are fixed and many operations are standardized, if you are not skilled in training, you will make mistakes when answering the phone because of nervousness. When we get something they think is simple and wrong, we will see a very impatient face, and sometimes we will be criticized by the foreman. I put up with all this in silence. Fortunately, my ability to accept is good. After half a month's work, I can easily operate the general computer room alone.

When the workflow is skilled, the steps are often simplified and the details are ignored because of being too skilled, which leads to unnecessary complaints from guests or senior leaders. Once, I was on duty alone. At that time, there were many telephones. I answered one, and immediately 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 phones are held at the same time. When I came back from the phone call, I accidentally hung up the guest's phone. When the guest called, the guest's voice obviously felt impatient. After I patiently and meticulously explain to the guests, the complaint will not make a big noise. This time, I deeply feel that what I am familiar with should be done with my heart, so that it will be more perfect.

Because there is only one foreman in charge of the business center and the main computer room, the operator of the main computer room must learn a little knowledge of business clerks in case of emergency. The business switchboard has become an organic whole. Old employees have resigned one after another, new operators have come to the main computer room, and we have gradually become old employees. After getting 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 reservation service for guests; Are the focus of training. Working in the business center gives me hope, from talking with people on the 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, we usually can't find the key topics, and sometimes we are 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 has made me find comfort for so long.

3. Change of work 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 keeps our colleagues busy, and the next minute they are silent, 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 caller's polite and impolite tone and impatient voice. All I do all day is repeat simple things. One day, all I saw was the red light of the switchboard flashing, and my eyes were full of the shadow of the phone, and the whole person became irritable. It is such a job with uneven distribution of leisure and busy, and it is such a boring place, day after day. So is the business center. The good thing is that you can see people walking through the lobby from time to time without feeling left out in the corner.

Because I just came out of school and have good expectations for the society, I asked the personnel department to change positions. The delay in the personnel department makes me feel that things are not as simple as I thought. With the passage of time, I have stayed in the main computer room for so long that I am familiar with the working environment and work content. I can handle a lot of work with ease, and my panic and anxiety have been reduced a lot. In addition, our business switchboard belongs to the company, and we will go to the business center to take over from time to time, and we will also learn some knowledge of business secretarial services. These things suit me, too, so I don't think my job is 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 energy, so that guests can hear clear and sweet voices, feel my heartfelt smile on the phone and 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. Some experiences can be put into life. I won't feel bored at work in the future, and I will be happy to do those simple jobs with my heart.

Fourth, internship experience and experience

1. Know the consciousness of active service.

Service consciousness is an understanding of the duties, obligations, norms, standards and requirements of hotel waiters, which requires waiters to always keep their sincerity to their guests in mind. Active service consciousness is particularly important in service consciousness. Proactively discovering the potential needs of guests and providing timely services will make guests feel a sense of belonging.

Active smile service is the service soul of the operator, communicating with people by telephone. The guests can't see her smile, but they can feel it. The voice of smiling is sweet and comfortable. Whenever a guest hears such a voice, he will talk to it politely and get praise from the guest, which will make the hotel image suddenly clear in the first feeling of the guest.

The customer service of business clerks is very meticulous, and being good at discovering customer needs is an important service skill of an excellent employee. When the guests are waiting in the business center, they can send a newspaper to the guests or ask the staff of the water bar to send a free glass of lemonade, so that the guests can solve the gap time in waiting. At this time, the guests will smile to show their thanks, so that their mood will be gratified.

2. Feel the hotel training

What impressed me most about Licheng was the training system of the hotel. From the induction training to the pre-job training of the department, and then to the monthly job knowledge training, it provides a good space for the study of professional knowledge.

The competition of modern hotel industry is essentially the quality competition between managers and employees. Cultivating a team of high-quality hotel management and service talents is the top priority of hotel personnel work. Now many hotel operators realize that "training is the only way for a hotel to succeed", "training is the hotel's stamina" 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 learn about 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 in our interns. We just walked out of the campus and couldn't find the starting point of our work. Induction training is the direction guidance before induction, which allows our blind interns to have a good plan for their career. 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 groping for their own learning, and they are confident to do their jobs independently and make 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 and reduce accidents and losses. There are often excellent people among employees. After training, they have expanded their knowledge and work fields, and the influence of new management theory will stimulate their management potential. It is very helpful for the hotel to reserve talents.

3. Appreciate grass-roots management

As the grass-roots position of the hotel, the grass-roots are both bosses and friends.

Grass-roots managers are in direct contact with customers and employees at the front line, and have keen insight. They can grasp the information feedback from customers in time, find systematic and executive problems that affect the delivery quality in the service process, and find out measures or methods to solve problems within their own responsibilities. This is a good example for grass-roots employees, who can improve themselves and learn some management skills by discovering their own shortcomings.

However, grass-roots management also has great defects. Due to the defects of the ability and consciousness of the hotel managers at the grass-roots level in China, it is difficult for them to find the problems that really affect customer satisfaction, especially the defects in the service system, so that the same quality problems appear repeatedly, which not only reduces the perceived value of customers, but also reduces the cost of failure in dealing with customer dissatisfaction, which leads to the decrease of hotel competitiveness. But for various reasons, they are unwilling to convey important information to their superiors. First, their own ability is insufficient. It is impossible to accurately judge which are valuable customer information and which service problems need to be communicated to the superior. The second is its own inertia. If you communicate upward, it may not be adopted. One more thing is better than one less thing. The third is selfish departmentalism. It is believed that service problems will be reflected to superiors, fearing negative effects. It is difficult to achieve continuous improvement of service quality because the superiors of grass-roots managers cannot effectively obtain valuable information.

The defect of grass-roots management is a long-term problem, after all, it is grass-roots, and the lack of experience and ability is a universal problem. But grass-roots managers should at least set an example. As a grass-roots manager, you must always set an example in your work, from the implementation of hotel rules and regulations to gfd, words and deeds, work attitude and so on. Be a good leader of employees. It is necessary to understand the truth that "example is more important than words" and influence, drive, guide and educate employees with self-image of talking less and acting more. There are no bad soldiers, only bad generals. The quality of employees' work is like a mirror, which can directly reflect a manager's management ability.

Verb (abbreviation of verb) conclusion

180 days is the end of my stage in this work, and it is only the beginning. The road ahead is long. Will I go on in this industry? I can't predict, but I believe I will use what I have learned in my life to do every little thing well. Everything depends on people. As long as you have the heart, you will succeed.

The whole article has a clear structure and distinct levels. In order to make the report more vivid, can you give some simple examples in the summary of internship work? I believe there must be a working memory that allows you to succeed and fail but gain experience at work.

2020 Student Hotel Internship Report (II) I. Internship Purpose

In order to consolidate the professional knowledge, understand the basic responsibilities of hotel management and the workflow of each post, master some basic skills of hotel management services, find the combination of theoretical knowledge and practical operation in practice, and lay a good foundation for future employment.

Second, the internship time

20xx years x months to x months, * * * more than four months.

Third, the internship unit

Xx Hotel under the xx Group.

Fourth, internship positions

Food and beverage department and housekeeping department

The working nature of verb (abbreviation of verb)

Waiters and foremen.

Work content:

1. Catering service. The workflow of the food and beverage department: from welcoming guests-pulling chairs to offer seats to guests-spreading napkins, removing chopsticks covers-delivering towels-asking for tea-ordering food-asking for wine and water-serving food-serving food (changing plates, ashtrays, towels, serving fruits, taking sauces and filling rice) and checking out-seeing guests off.

2. Room service. Workflow of Housekeeping Department: arrive at Housekeeping Department 0/0 minutes before going to work, check your gfd, put on light makeup, sign in, and get your room card, communication tools, workbook, room status book, etc. Through the staff of the housekeeping center, check whether there are instructions on the whiteboard that day, and check whether the lent items in the room status book are consistent with the whiteboard records. Hold a pre-shift meeting according to the working hours of the hotel, and simply sort out the work car after arriving at the workshop. Check the room condition according to the cleaning order of the room. Be active, enthusiastic, friendly, careful and patient in the process of cleaning customer service at ordinary times, report problems to the foreman in time, solve them in time, and feedback the maintenance results in time. Accept and cooperate with the foreman, supervisor and manager to check and guide the working procedures and quality. The workshop must be tidied up, the work car must be equipped with articles and quantities according to the prescribed methods, and the body should be cleaned. The garbage on the work car should be bagged and put in the workshop. Don't unload it in the corridor, so as not to stain the carpet. Throw the garbage to the designated place after work. Other cleaning tools and rags should be cleaned and put away in categories. Fill in relevant forms (cotton inventory form, planned sanitation form, consumable application form, work log) and report any special handover matters to the Butler Center, and hand over any left-over items to the Butler Center for filing and signing. Before leaving work, check the room condition and maintenance with the foreman, and sign off after the staff of the room service center confirm the delivery card and communication tools.

Before the internship, my classmates and I were full of guesses about the internship, but of course we didn't guess the actual situation. The complexity of society has really taught us college students a good lesson. When we first started our internship, we were a little uncomfortable and had some fluctuations in our hearts. Because no one has had this kind of practical experience before. It's a bit too much to do some heavy work suddenly, but fortunately, we are actively adjusting, and everyone quickly adapts to the post.

During the internship, we all showed the spirit of hard work and collectivism, and we all showed good professional ethics in the work process. We work hard and do our job in strict accordance with the relevant regulations and systems of the hotel. At the same time, when you encounter problems you don't understand, ask the old employees or supervisors humbly, and everyone shows great enthusiasm in the interaction with employees. I made many friends. What makes me most happy about this internship is that it increases the distance between classmates and strengthens the cohesion of the class. It's no longer like the lifeless feeling before, but talking and laughing together, which is very lively. If there is something we can solve together, who needs the help of others to move forward positively? It is with the company of students that the boring work during the internship becomes rich and colorful!

Six, the harvest and experience of internship

Through this internship, I have a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests and made many good colleagues and friends. They let me know more about society, broaden my horizons and teach me how to adapt and integrate into society.

This internship has consolidated and developed our professional knowledge, making it easier for us to link what we have learned with practice. Practice makes us realize our lack of knowledge, and we must pick up books and consult teachers humbly to make up for our own shortcomings; Practice has made us more clear about the direction of our efforts, and we must make full use of existing resources and deepen our professional cultivation. This internship also taught me how to combine theory with practice. We should always keep track of new professional technologies and trends, and always keep ahead of the times. We should also pay attention to accumulating experience and increasing our knowledge. We should also pay attention to forming the habit of lifelong learning, expanding our knowledge and promoting our continuous progress. It has deepened our understanding of complex social phenomena and increased our knowledge. The internship gave us a buffer opportunity in the ivory tower, and made us understand that society and campus are completely different. We still have a lot to learn, a lot to think about and a lot to figure out. The overall employment situation is not optimistic. We must spare no effort to improve ourselves and constantly enrich ourselves in order to meet the challenges that society has given us again and again.

This internship also made me realize the importance of English. Most of the clients I receive are foreigners. What they need for communication is English. I used to live with people from China, so I think English is useless. Through this internship, I have a profound understanding, let me realize my own shortcomings, and give me the motivation to study hard.

In addition, this internship made me understand more deeply that no matter what I do, I should be careful, responsible and use my head. I must correctly understand my own advantages and disadvantages, learn from others' successful work experience with an open mind, and do my internship well. In the process of internship, think more, compare more, experience with heart, and try to apply the book knowledge learned to work practice; It is necessary to sum up the internship experience and experience, especially the problems encountered in the internship, analyze and consult more, find out the crux of the problem and find ways to overcome it. During the internship, everyone showed great sense of responsibility. Since we chose to stay, everyone has shown great responsibility in their posts, doing their work conscientiously, not being lazy and not hiding for the class and the school.

In short, this internship not only consolidated professional theoretical knowledge and applied it to practical work, but also exercised myself, and at the same time sounded the alarm for myself and pointed out the direction for future study. It also shocked my mind, made my mind return to reality, and looked at myself and society from a realistic perspective.

Through this internship, I once again saw my own shortcomings and deficiencies. In terms of language ability, I still can't communicate with guests very fluently. The tourists who stay in Phoenix Hotel every day are mainly domestic guests and Japanese guests. However, during the Canton Fair, the main tourist source of the hotel is foreign guests. Because my oral English ability is not very good, it has caused obstacles to communicate with guests. And due to their lack of hotel work experience, leading to mistakes that should not appear in the work, bringing a lot of inconvenience to colleagues.

On the other hand, at work, some of my shortcomings are more obvious. For example, if the work is not meticulous enough, it is easy to ignore some details that are not easy to find, such as occasionally forgetting to wipe off the water marks on the glass; In addition, the work mentality is not good enough. Sometimes, people are bored because of repeated work, and they have no enthusiasm for their work. Some small things caused them to be upset. Because they insist on their own views, they are not open-minded enough to accept criticism from their colleagues. In addition, due to too much pursuit of perfection and too much attention to some important links, it leads to unnecessary waste of time and affects work efficiency.

After more than four months of practice and careful teaching by teachers, I gradually discovered my own shortcomings and shortcomings. Shortcomings and mistakes are not terrible. The most important thing is to correct mistakes in time and take a warning. If you don't make similar mistakes again, you will make progress. Therefore, in the final stage of internship, when I realize my own shortcomings, I often ask my colleagues for advice, learn from them with an open mind, constantly reflect and sum up, accumulate experiences and lessons, and strive to improve my adaptability and communication skills. At the same time, I also use my spare time to teach myself English so that I can do better in my post after graduation.

2020 Student Hotel Internship Report (III) On 20xx, x, x, I came to xx Hotel to start a one-year internship. During this year's internship, I felt deeply, learned a lot and gained a lot. I personally realized the hard work, the complexity of society, the importance of practice and the necessity of reading. During my internship, I followed the hotel's arrangement and plan step by step, studied hard and worked actively. During my internship, my work scope is the front desk of the hotel.

At first, I was assigned to the switchboard. Generally speaking, this job is the simplest and there is no pressure at work. After working for a month, I feel that my passion will be erased by this boring job. But at this time, an opportunity appeared in front of me. Through my unremitting efforts and the help and care of hotel leaders, I successfully won the second place in the Hainan Spring Cup Service Skills Competition in XX. I changed my internship post after the game. Spent 12 days in the concierge.

The main job of the concierge department is to welcome guests, open doors for them, greet them with a smile and guide them. Although the concierge didn't arrive much early, I was glad to see the chubby and lovely supervisor. The next nine months will be a steady front desk internship. Relatively speaking, the front desk is a very training place. You have to face all kinds of guests every day and solve their problems. Any question, whether reasonable or unreasonable, should be answered satisfactorily. The customer is God, which is the principle respected by the service industry.

There are many trivial matters at the front desk, which is the hub department of the whole hotel and also comes into contact with the cashier. I made many mistakes when I first came to study at the front desk. The department leaders gave me patient guidance and great help, which made me grow up quickly. But I worked hard myself, lived up to the expectations of the leaders, got on the right track soon, worked independently, and was able to stand alone. In these nine months, we have also experienced National Day holiday, New Year's Day, Spring Festival and other major festivals. In this busy festival, we learned a lot and passed it smoothly. As they say, after all this, it proves that we have really grown up and started our own business.

The work is very tired and hard, but it is also very happy and happy. Busy and difficult work will make us depressed and retreat afterwards. But you face it and solve it. This is growth. At the same time, we live in harmony. In this big family, we support each other, face difficulties together and go out to play together. In a year, I have played almost all the places where xx should play. Xx has made us laugh and laugh.

In short, after more than a year's internship, I have tried to retreat because of difficulties, and I am proud of it. More than a year's internship has also learned knowledge that is not available in books, and has also served real hotels. More than one year's internship has enriched and consolidated my theoretical knowledge in college, but more than one year's internship experience is my biggest gain. I can use this experience to guide my future study and work, and my understanding of society and social people has deepened. This kind of wealth is precious and priceless! He can teach me how to be a person, what kind of person I will become, and what kind of person I will become in the future. Especially in the period when we are about to graduate, we have defined our goals, defined our direction, gained motivation, found shortcomings, saw the gap and strengthened our confidence. This is our greatest harvest, greatest wealth and best result.