Time flies like a blink of an eye. I have applied for Taizhou Garden Villa Hotel for some time. Looking back on this period of time is a precious experience in my life, leaving me with unusual memories. Looking back on this internship in the hotel, I feel that I have benefited a lot and learned a lot of knowledge that I can't learn in class and books. During the internship, the unit gave me enough tolerance, support and help. Under the careful care and guidance of leaders and colleagues, through their unremitting efforts, all aspects have made certain progress.
20_ year 10, with the requirements of the social environment and the efforts of school leaders, the school and Yuanzhou Group set up a platform for us to run schools jointly by schools and enterprises. More than 80 students majoring in logistics management from our 10 Department of Economics and Trade entered four hotels affiliated to Yuanzhou Group Hotel for internship. Maybe they have never stepped out of society, and everything is strange and novel to me!
Before assigning internship positions, we each filled in our favorite positions. As I wish, I was assigned to the front hall of Taizhou Garden Villa as a bellboy. The front hall is the facade of the hotel, the place where guests form their first impression of the hotel, and the first department that influences guests and provides services. The efficiency and profit creation of a hotel basically start from here.
Before the official work, we should carry out relevant training: first, pre-job training, including indoor training and sightseeing training, mainly introduces the general situation of the hotel, and also trains us on staff literacy and hotel management system, so that we can have a general understanding of the work; The second is fire safety awareness training. The hotel specially arranged the director of the security department to give us a lecture on the spot, which gave us a deeper and more systematic understanding of hotel safety and fire protection knowledge.
Introduction to Baiyun Mountain Villa:
The hotel opened in 20 10. The hotel has elegant and quiet environment, large parking lot and clean, comfortable and warm rooms. The food and beverage is rich in variety and affordable, and the taste is representative of the local area. All kinds of facilities and service facilities in the hotel are complete, which is definitely an ideal place for your business trip. Internship position:
My internship position is concierge, but my small position plays a very important role in the entry and exit of guests. Concierge is the first department for guests to receive service when they check into the hotel. It can be said that the bellboy is the facade of a hotel. The main job of a bellboy is to deliver luggage, parcels, newspapers, letters, telegrams, telexes, etc. to guests entering and leaving the hotel. For the guests staying in the hotel. Bellmen stand on both sides of the gate to greet the guests on behalf of the hotel, and at the same time, they should take the initiative to serve the guests, answer all kinds of inquiries from the guests and introduce the hotel to the guests.
1. Smile, bow and say hello, and help unload the luggage.
Smile and nod to welcome the guests to the store, and bow at the same time: "Good morning/good noon/good afternoon/good evening! Welcome. " If you see a lot of luggage, you should take the initiative to help the guests unload the luggage from the car and count the number of luggage.
polite
The bellman should be polite, don't kick the luggage, and pay attention to the fragile luggage. If the guests want to pick up their own luggage, don't reluctantly take it.
3. Guide the guests to go through the formalities
Guide the guests to report to the registration office. Guests should wait beside when they go through the formalities. When welcoming guests, you should walk two or three steps ahead on the left, with steady steps.
4. Etiquette when guiding guests
1) The principle of giving priority to the right;
2) The principle of ladies first;
3) Close to the door, employees should open the door for the guests in advance, invite the guests to advance, and so on when going out;
4) Take the initiative to ask the guests for permission to carry luggage;
5) Three people walk together, with the middle as the respect, the right as the second, and the left as the last.
Look after luggage
Stand about 1.5 meters behind the guest in a correct posture, take care of the luggage for the guest, and follow the instructions of the guest and the tips of the front desk attendant at any time.
6. Send the guests to their rooms
After completing the formalities, the host should take the initiative to get the room key from the guest or the front desk and guide the guest to the room. Be enthusiastic and proactive to the guests along the way. When there is a turn, you should turn around and smile at the guests. If the guest has something to go elsewhere, ask the bellboy to take the luggage to the room. At this time, the bellboy should take the number of the guest's room key as the standard. If you don't see the number on the guest's room key, it's just what the guest said, so he should check with the front desk before sending it to the room.
7. Take the elevator
When taking the elevator, first hold down the elevator door with one hand and ask the guests to enter the elevator first. After entering the elevator, they should stand near the elevator console to facilitate the operation of the elevator. When getting out of the elevator, let the guests come out first. After getting out of the elevator, continue to take the guests to their rooms.
8. Before entering the room
Before entering the room, ring the doorbell first, then knock on the door, "hello! Waiter. " If there is no response in the room after three consecutive greetings, open the door with the key.
9. After opening the door
Insert the room card into the main switch first, then exit immediately and return the key to the guest. Please enter the room first. After opening the door, if you find that the guest's luggage and sundries are in the room or the room is not cleaned, you should immediately quit, apologize to the guest, and contact the front desk receptionist urgently, first find a clean room nearby for the guest to rest, and then bring the guest into the room after the front desk staff adjusts it.
After entering the room, if the guest is not satisfied with the room and wants to change rooms, he should immediately contact the front desk to change rooms for the guest. If the individual wants to change rooms, but he is still not satisfied after changing rooms, and proposes to change rooms or change back to the original rooms, the bellboy should inform the front desk of the results after changing rooms.
10. Follow the guests into the room.
After entering the room with the guests, put the luggage in the luggage locker or put it away according to the instructions of the guests, and then introduce the use of various facilities in the room to the guests. After introducing the room, ask the guest if there are any other orders. When the guests have no other requirements, say goodbye to the guests, thank them and wish them a pleasant stay. Leave quickly, go back to the guests and gently pull the door.
1 1. Check your luggage.
(1) If a guest asks the front desk to store his luggage, the bellboy should take the initiative to say hello to the guest. "Good morning, sir/madam! /Good afternoon! /Good afternoon! /Good evening! Do you want to check your luggage? "
(2) Help the guests fill in the luggage storage form and ask what to store. Among them, inflammable, explosive, food, fragile and valuables are not allowed to be stored in the hotel.
"Excuse me, what is your luggage? Our hotel has regulations that inflammable, explosive, food, fragile and valuables are not allowed to be stored. "
"When will you pick it up?"
"Can you tell me your room number?"
(3) Remind guests that there is a charge for overnight luggage storage (2 yuan money for each piece of luggage).
Perhaps, in the eyes of others, a porter's job is very simple. In fact, the process of this work is not sloppy at all. In the past few months, I found that to do a good job, I must adjust my mentality. No matter whether the work is heavy or leisure, we should complete every job with a positive attitude instead of complaining. When you make a mistake, try your best to make up for it, instead of running away. As a newcomer, I will inevitably make mistakes in my work, but fortunately, my manager and colleagues didn't blame me very much and gave me comfort and encouragement, which made me very moved. I am very grateful to an elderly colleague for telling me that no matter what kind of environment, I should remember three things: first, diligence, second, patience, and third, never be ashamed to ask questions. Achievements and gains
I really learned a lot these days. In addition to some basic skills and common sense of service, I also learned how to deal with interpersonal relationships among colleagues and how to adjust my mentality. More importantly, I learned that a waiter should have a strong sense of service. Practice is a good platform for us to have a new understanding and familiarity with society. Only when we have experienced it in reality will we understand that this society is so complicated and far from being as simple as we thought.
During my internship in a hotel, for a while, I found my ideas and opinions so naive, but then I gradually let them go. When I first started working, I didn't adapt to the long standing time and the change of work arrangement. At the end of the day, my hands and feet are stiff and sore. The first thing I want to do after work is to find a place to sit down and rest. I really can't stand it for a while. For these, I gritted my teeth and persisted, and I realized more deeply that it is not easy to survive. When I was at home, I had no worries about food and clothing. I didn't really think about how these things came from. Now when I have a job, I find it hard to get it. In college, we are just a blank sheet of paper, and appreciate society and life through practice. At school or at home, there may be teachers or parents who specify what to do today and what to do tomorrow, but here, no one may necessarily tell you this. You must do it consciously and try your best. The efficiency of a job will be evaluated differently by others. In school, it is mostly a learning atmosphere. After all, school is a place to study, and every student is striving for higher scores. This is the workplace, and everyone will work hard to get higher salary and promotion. There is competition in both study and work. In the competition, we should constantly learn from others' advanced places, and also learn how others behave, so as to improve our ability. During my internship in the hotel, I met all kinds of guests and met 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. During my internship, I got in touch with the society in advance and learned about the current employment situation, which laid a solid foundation for my future employment. How time flies! It feels like a blink of an eye. Nearly six months have passed. Looking back on my internship, I felt uneasy, afraid that what I learned at school would be useless, and felt that taking part in my first job was so mysterious and elusive. But after learning some simple operations, I found that many things can be combined with what I have learned, and they are some simple theories-what the teacher asked to know. With the deepening and understanding of the work, it is not easy to apply what you have learned. Yes, it is easy to learn to combine practice with theory, but it is difficult to create practice with theory. This requires our constant attention. Finally, I would like to thank all the leading teachers who provided help and guidance for my internship, and thank you for your concern and help for so many days. I believe this precious internship experience will always accompany me in my future work and life. A journey of a thousand miles begins with a single step. Through this internship, I will know more about the accumulation of knowledge and practice and constantly enrich myself. Finally, thank you for the opportunity provided by the hotel! Thank you for your support and concern!
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