First, the basic situation of internship

As a junior majoring in tourism English, I am honored to participate in the internship arranged by the school in my junior year. It has been nearly half a year since I applied to xxx Hotel, and my internship is coming to an end. Looking back on this period of time, this precious experience, bit by bit are the most unforgettable and unusual memories in my life. This internship in the hotel has benefited me a lot. I learned a lot that I can't learn in class and books. More importantly, I have learned how to face the society when I leave campus as an adult. During my internship, the hotel 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.

Two. Situation of internship units

Xxx is located in the endless green fields, and its facilities include a luxury resort hotel with 18 floors, a hotel annex building with 9 floors, a clubhouse with 3 floors, a shopping plaza, a banquet venue and a fully equipped entertainment center. Set tourism, leisure and entertainment, global cuisine, hot spring spa in one.

Xxx Hotel is positioned as one of the most luxurious and elegant hotels in Hainan Island, with 565,438+08 spacious and comfortable rooms and suites. All rooms and suites are elegant in style and luxurious in taste, without losing the unique customs of Hainan, bringing guests a perfect holiday experience. Each room or suite has a balcony with a view of the natural scenery of the golf course and resort.

Three. Content and process of internship

Through the interview, I was assigned to the front desk of the front desk hotel and had a job as a receptionist. When I reported to the department with the employee's appointment notice, I felt very uneasy. I don't know if I am qualified for this job. The front desk of the hotel is the facade of the hotel, the place where guests form their first impression of the hotel, and the first department to influence guests and provide services. The efficiency and profit creation of a hotel basically start from the front desk of the hotel. Therefore, the hotel has higher requirements for the front desk staff, including the image, manners, basic quality, communication and understanding ability of the staff. The front desk of a hotel is like a distribution center for hotel information. It can be said that the front desk service basically covers all the services that the hotel can provide. Therefore, in order to provide satisfactory and thoughtful service to the guests, the service personnel at the front desk of the hotel need to have sufficient understanding of the operation of various departments of the hotel. During my study, I got a deeper understanding of some basic daily operations of hotel guests, such as how to check in and check out, and carried out practical operations. The work of the front desk mainly includes receiving visitors, selling rooms and hotel facilities, checking in, checking out and settling fees. Of course, it also includes answering questions for guests, telephone transfer and cargo transfer, and foreign currency exchange. In addition, the front desk is the most direct contact department for guests. Many times, the requirements of guests are not directed at the corresponding department, but at the front desk, the department they are most likely to contact. For example, a towel is missing from the guest room and the hair dryer is broken. For example, if a guest wants to book a box in a Chinese restaurant, the guest may not want to communicate directly with the housekeeping department or the catering department, but choose to call the front desk directly. Therefore, the front desk has to be the coordination center of the whole hotel. Obviously, the workload at the front desk is very heavy. The tourist season in Hainan is in winter, so the hotel has entered a particularly busy stage since our internship, and the occupancy rate of the hotel is often high. Most of the time, the front desk is very busy. When the team reception or check-out time is concentrated, it is inevitable to face four or five or more guests at the same time. The phone keeps ringing, children scream and cry, and bad-tempered guests get angry and yell at each other for no reason. Even in this state, we still have to smile at every guest and try our best to provide them with quality service. I have to say, patience and carefulness are necessary for every hotel employee. As the saying goes, "the customer is God" and "the customer is always right" are well-known business maxims in the hotel industry.

Fourth, the internship summary and experience

Perhaps, in the eyes of outsiders, the work of the hotel front desk is very simple and undeniable. I used to think so. In fact, this work is endless and trivial. In the past six months, I found that if I want to get out of the campus and go to the society, the first thing I have to do is to correct my mentality and have the mentality that a social person should have. As an adult, you should be responsible and know how to pay for your actions. For your own work, whether it is heavy or leisure, you should actively study and work hard to complete it; For mistakes, you should face them yourself and take the initiative, not escape. As a newcomer, I inevitably made many mistakes in the front desk work, but fortunately, my leaders and colleagues did not blame me very much and gave me comfort, encouragement and great tolerance, which made me very moved.

(a) Achievements and gains

I have learned a lot these days. In addition to the basic service skills and common sense of hotel receptionists, I also learned how to change my role in the face of employment, how to adjust my mentality, how to handle my own interests and those of the work unit, how to handle the relationship between colleagues and superiors, and also let me know what kind of service consciousness a service worker should have.

Internship is a good platform, which allows us to have a deeper understanding and cognition of society. Only by personal experience can we understand the complexity of society, the fierce competition and our own shortcomings. Through the internship in the hotel, I found that my outlook on life and values became more mature, and I considered things more comprehensively and cautiously. It can be said that the hotel has given me another growth. When I first started working, I didn't adapt to standing for a long time and changing my schedule back and forth. I feel sore all over every time I finish my work, and my body really can't stand it. I thought about giving up when I was sad, but I persisted in the end, and I realized more truly that it is not easy for parents to make money to support their families and that parents are good to themselves. At home, my parents loved me and provided me with food and clothing. At school, my teacher took care of me. I didn't really think about my responsibilities at all. Now that I have a job, I find that everything is actually hard-won. On campus, students help each other and study hard. In the workplace, everyone will work hard to get higher salary and promotion. There is fierce competition everywhere, and stagnation equals backwardness. Of course, it is undeniable that there is dynamic competition, and there is development competition. The position of front desk made me understand the fierce competition in society. If you want to gain a foothold in society, you must go forward and work hard. Through this internship, I have the opportunity to learn more about the organizational structure and business operation of the hotel, meet all kinds of guests and make many good colleagues and friends. They broadened my horizons, made me more mature and taught me how to adapt and integrate into society. Through this internship, I clearly realized the current employment situation, and also found my own point of convergence with society, which made a good guide for my future employment.

(b) Problems and shortcomings

During the whole internship, I saw my own advantages. More importantly, the internship also showed my shortcomings and deficiencies in all aspects without reservation, which made me notice what I didn't notice. In my future study and work, I will strive to improve my quality in all aspects, overcome my shortcomings and deficiencies, and work in the following directions:

First of all, learning is endless, the times are developing with each passing day, and the knowledge of various disciplines is changing with each passing day. I will make unremitting efforts to learn all kinds of knowledge, improve my ability in all aspects, and conform to the requirements of the times;

Secondly, "being diligent and getting something for nothing", I will constantly enrich my business knowledge and service skills in my future work, constantly improve my practical ability by reading more books, studying more and practicing more, avoid the general situation of college students' arrogance, do my job well, become an excellent social person, and realize my social and personal values;

Finally, down-to-earth, stick to it, strengthen the sense of responsibility, strengthen the sense of teamwork, strive to overcome their bad emotions, correct their attitude, and treat any work positively, enthusiastically and meticulously.

Now the internship is almost over. It was an unforgettable day, with joy, happiness, bitterness and sadness. This feeling really can't be summarized in a few words. These months are short, but the process is long and unforgettable. I will conscientiously sum up my internship experience, give full play to my advantages, improve my physical weaknesses, and greet a new beginning with a brand-new self.

In the next six months, I will continue to study at school and finish my studies. This valuable internship experience undoubtedly laid the foundation for my future study and work. Finally, I sincerely thank all the colleagues and leaders of the hotel for their concern, love and encouragement. I learned a lot from you. Thanks to xxx Hotel for giving me this precious internship opportunity, and thanks to the cultivation of the hotel, I have increased my knowledge and experienced my life. I sincerely hope that xxx can get better and better. thank you