Reflections on community service for the elderly

He Hui went to grandma's house twice, together with a person alone, a total of * * * three times. After three times, the biggest feeling was that she was at a loss. Every time I go, grandma is very polite, busy pouring water and giving up her seat.

We are all far away. Grandma's children and grandchildren will come to her house on weekends. They don't need someone to accompany them for two hours on weekends. Maybe we can chat with them to relieve boredom. Maybe this is just our idea on the one hand.

Grandma and her wife are in poor health and very old. When their children are not around at work, buying medicine and queuing in the hospital are what they need urgently. We can't do this. These all need more help and support from all walks of life, not what we can do.

At present, there is an idea that if this goes on every time, it will only become a routine. The old man is in poor health. Can we ask volunteers from the medical team to go with us and check up the elderly regularly? If they have any problems, we will give them some medicines and home care guidance.

Although other organizations don't know much about the situation, I think it is not enough for us volunteers to implement this project. In fact, the community is the protagonist. Now the size of the community has suddenly increased, but the community service has not kept up, especially the problem of empty nesters. Although some communities in Suzhou are doing well, their care is limited. Therefore, it is necessary to communicate with the community and form mutual assistance within the community.

The problem of aging is a social problem, which all of us will encounter or have encountered. It is the responsibility of every child and society to let the elderly enjoy their old age.

Our group will stick to it, but we hope to do more practical things for the elderly. At present, there is such a dilemma, so I will take it out and discuss it with you, hoping to push this project forward better.

The social practice of winter vacation brings us joy and the joy of getting results. In practice, we feel our own meager strength and the strong cohesion of the whole society. On the one hand, exercise your ability, grow in practice, learn in practice, enrich yourself, enhance your oral expression ability, communicate with others, and really get out of the classroom. We help others voluntarily, let others enjoy our achievements, and let ourselves be intoxicated with joy. Sometimes I am very tired, but more often I feel that I am growing and growing meaningfully. After that, I obviously found myself cheerful. Although my own strength is not enough to change anything, if more people work together, this is the foundation and source of strength, the way to make the country rich and strong, and the practical activities to improve the quality of the people. On the other hand, I realized my own. Without the eloquence to communicate with others, some things will inevitably go wrong if they have not tried. If I don't change, I will probably have no place in the future. Today's society should not only have knowledge, but also have comprehensive quality and certain discrimination ability in all aspects. Learning knowledge at school is not enough. From now on, we must cultivate our own abilities.

Going to the society, I embarked on the road of combining with practice, going to the big classroom of society, seeing the world, showing my talents, growing my talents, honing my will and testing myself in practice.

Summer Internship Report-Hotel Attendant 3

Report on summer hotel internship for college students

Author: anonymous

College students' summer vacation hotel practice

Internship: XX Xindu Hotel

Internship time: July 2000-September 2000.

foreword

Finally, it's internship time. I learned from my seniors a long time ago that I had an internship in the first half of my junior year. At that time, I was eagerly looking forward to this day, because everyone could no longer stand the cramming teaching day and night, although I learned from my seniors that the internship was not as happy as expected.

Based on my overall planning, I decided to choose a hotel for my internship. After drawing lots, I chose a five-star hotel, which is an ideal hotel I hope to know and learn. This is the only five-star hotel in Nanning-Grand Mercure Hotel, and its name is well known to Nanning citizens and even the whole of Guangxi. Coincidentally, Mr. Chen Xiao, the general manager of this hotel, was invited to give a report to our school, only to learn that the original Mingyuan Xindu Hotel was built in 1995, and it was a "nine-star" hotel-a four-star Ming Dynasty hotel. Teacher Chen's vivid and powerful report further stimulated my desire to know more about this hotel-are their words consistent with their deeds? Are there still any problems to be solved? I even began to wonder what I could learn in this hotel.

So what exactly is this hotel like? What is worth learning from? What else needs to be improved? How do I feel? Then listen to me slowly.

Part I: Chinese food department

The catering department of Mingyuan Xindu is roughly divided into the following departments: Chinese food department (including Yue Xuan, multi-function hall and 6 boxes), western food department (including garden restaurant and cafeteria) and wine department (including lobby bar, bar, Chinese food bar, western food bar and cafeteria). We 10 people are divided into three groups, which are in different departments and change departments every 20 days, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. We feel quite satisfied with this practice of the hotel, which is exactly what we want.

The four of us were first assigned to the Chinese restaurant-"this is the hardest department in the hotel catering department!" " "Before we started working, we heard someone tell us this in private. It seems that I really need to be prepared!

The work of the Chinese restaurant is indeed as the predecessors said-"hard work!" The hotel has not set its own job responsibilities and job descriptions for waiters, although this is the most critical link in human resource management of modern enterprises. In the impression of employees, their job is to listen to the tasks assigned by the foreman every day, listen to the leadership at any time, have no fixed job, or the waiter can do anything as long as necessary! Set the table, fold the cloth, pass the food, serve the food, and remove the table. Dirty, heavy and tiring jobs such as moving tables and chairs and laying carpets are all the jobs of our waiters. What is even more incomprehensible is that the working hours of the hotel are 9 hours, and there is about 1 hour overtime every day (no overtime pay). I don't know whether this work and rest system violates the labor law, but as a flesh and blood person, everyone has his own minimum bottom line, because after all, people are not machines and can use them at will. The first three days at work are really painful. Every day except work or work, my feet are the most wronged. Standing for nine hours every day caused a serious protest on my feet. The first thing I do after work is to find a place to sit down and rest. The gap between desirable humanized management and cruel reality can be seen from this.

Another thing that embarrassed me was that the uniforms of the waiters in Yuexuan were really simple. Because the hotel didn't have any extra clothes for a "tall and powerful" boy like me, they simply asked me to wear pants and a white shirt, even saving the vest and bow tie. This dress made me almost a waiter and a guest, so that once I was ready to provide services for a meeting, I was greeted by a guest who thought I was attending the meeting!

Employees represent the image of the whole hotel, which is a very important aspect of hotel VI design. A good employee uniform can not only make employees more energetic and improve work efficiency, but also reflect the internal culture of an enterprise. Enterprises without culture are just like people without souls, just walking dead. How can enterprises without morale benefit?

However, what makes me happy is that most hotel employees are very warm and friendly. They are not cold and blunt to us because we are interns. When we are tired, a sweet smile from colleagues and a common "hard work" will move people. It seems that employees themselves can best understand everyone's feelings, because they can look at the problem from their own perspective, because they are telling "the voices of ordinary people." This is also one of the qualities that hotel leaders lack most!

In this way, the days of Chinese restaurants came to an end day by day. In these days, I really learned a lot: besides the service procedures and skills of Chinese catering and the characteristics and types of Cantonese cuisine, I can also learn some things that are difficult to learn in class: how to deal with my own interests and the interests of hotels, how to deal with interpersonal relationships among colleagues, how to adjust my mentality, and more importantly, I know that a waiter should have a strong sense of service. In a chat with a department manager, the manager mentioned service awareness, and I agree with him very much: "Service awareness not only requires waiters to have the concept and desire to provide quality services for their guests, but also should have the same awareness for their colleagues." Yes, this is the true meaning of "service consciousness", and this is the embodiment of a waiter's real quality.

Part II: Western Food Department

The name of the western restaurant in Mingyuan Xindu is "Garden Restaurant". I think it may be because there is a small artificial garden outside the restaurant. The environment in the restaurant is quite comfortable. This is a typical western restaurant. The restaurant is divided into smoking area and non-smoking area. However, it can be done if we can put some handicrafts or murals with western art in the proper position.

It can attract more guests and let foreign guests from far away have a feeling of returning to their hometown.

Compared with Chinese restaurants, the management of western restaurants is completely different, and the service procedures and staff management are much stricter than those of Chinese restaurants. When I first came to the western restaurant, I felt as if I had unloaded a heavy burden, because the work in the western restaurant was so easy! You hardly need to do anything, even if you do, it is the simplest task: washing dishes, removing tables, setting tables, etc. It's far from China restaurant. But in a western restaurant, you have to stand even if you don't do anything, which makes people feel that time passes very slowly and their feet start to protest again. Sometimes there are more waiters than guests in the restaurant, and everyone looks at the guests eating together, which makes them feel very uncomfortable. Therefore, it is suggested that managers of western restaurants can make flexible arrangements, such as letting employees take turns to rest. When there are few people, two waiters are enough. Let everyone take turns to rest, which can not only reduce foot fatigue, but also create a harmonious environment. Why not do this?

The service of western food is very different from that of Chinese food, which often makes us interns not know what to do and how to do it well. But what puzzles us is that when we were internship, the hotel was just training some new employees, but the hotel just wouldn't let us participate in the training. This makes us very dissatisfied. Why not give us training? Although we only do short-term internship in the hotel, we are here to study in the hotel. Should the hotel give more consideration to our interns?

Part III: Wine Department

Finally, we came to the last stop of the internship: Liquor Department. As the National Day holiday and internship ended one week ahead of schedule, our last stop was very short, which added up to only one week.

I don't know what to do on my first day in the wine department. A broad day has passed, and we are like headless flies, and we don't know what to do. The last colleague came over and told us to clean our glasses, only to find out. But I don't know where to go after cleaning the glass. Alas, it seems that the feeling of being abandoned is really not very good.

The busiest time in the wine department is probably at night, I think. Because it was the peak season of the hotel at that time, wedding banquets were held in the guest box or on the big table almost every night, so we headless flies finally had a place to pour wine for the guests. Over time, we gradually realized that our main job is to help the guests in the stands clean cups, set glasses and pour wine, but we don't know anything about how to make cocktails and how to grind a good cup of coffee. This is really a pity.

The time in the bar is really too short, so I won't comment much, but I can say without reservation that not only this department, but also other departments make me feel that the hotel lacks a corporate culture that can unite people's hearts, which is different from other hotel restaurants. This culture gives every hotel a sense of deja vu, a sense of cloning, and this culture,

Part IV: Summary.

These are some of my feelings during my internship. Generally speaking, from my two-month internship, the management of this hotel can be summarized as follows:

First of all, we should change the traditional attitude towards employees. People are the main body in management, and all managers are small and should be grasped. The relationship between superiors and subordinates in management is only a division of labor, not a relationship between ruling and being ruled; On the contrary, the modern management concept tells us that management is a special service. Only when managers serve their subordinates well and help them make outstanding achievements in their work will managers have their own management achievements. The management of modern enterprises must adhere to the "three gods", namely: market, customers and employees! An old employee said to the leader in the hotel BBS: "Be kind to employees and be a good leader. Remember, you can't manage all machines. " I think this may be what every employee wants to say to the leader.

Second, enterprises lack a spiritual corporate culture that can unite people. A nation has its own national culture, and an enterprise also needs its own corporate culture. Corporate culture construction is not dispensable, but necessary for the survival and development of enterprises. When the enterprise is facing various challenges, it needs Qi Xin, the owner of the enterprise, to work together and unite to overcome the difficulties. For enterprises that don't have a good corporate culture, they are usually fragmented. When something happens, they will think about their worries, but no one really thinks about the development of the enterprise. In other words, they just don't integrate themselves into the enterprise. It can be seen that the construction of corporate culture is a necessary guarantee for the survival and development of enterprises.

Third, enterprises lack effective incentive mechanism and promotion system. In the hotel incentive mechanism, too much attention is paid to material incentives, while spiritual incentives are ignored. In fact, in addition to traditional rewards and punishments, there are many incentive methods that are worth learning from our managers. Sometimes, a smile or a compliment from the leader is more effective than a salary increase reward!

The above are some feelings and thoughts of my internship. As a feeling, there may be many subjective traces, but only employees can truly appreciate this feeling. Therefore, I hope that managers can consider employees more than the interests of the hotel before making a decision. Only in this way can more employees support them. Finally, I would like to thank the hotel for providing such internship opportunities and the teachers for their help. I wish the hotel better and better.

Summer Internship Report-Hotel Attendant 4

Practice Report of Tourism Management Department of Li Dan-Phoenix Hotel-Excellent Practice Report (graduation thesis format)

From July 14, 2006 to October/3 1 2006, in response to the arrangement of department leaders, I worked as a hotel representative in the concierge department of Guangzhou Phoenix Hotel to understand the hotel management structure, get familiar with the hotel environment and facilities, and at the same time, I carried out professional practice, consolidated professional knowledge and found the connection between theoretical knowledge and practical operation in practice. Working in the concierge department, working closely with colleagues in relevant departments, handling various business of the department, such as information inquiry, customer consultation and pick-up service, VIP service and so on. After this internship, I not only consolidated my professional knowledge and applied my professional course knowledge to my work, but also realized many differences between practice and theory from my work. During my internship, I found my own serious lack of experience and some loopholes in hotel management. I hope I can catch up in my future study and work. Three and a half months' internship has benefited me a lot and won me a good popularity. I got help and praise from my boss and colleagues, and I also made many mentors.

Key words:

Phoenix hotel, hotel representative, internship, work

Guangzhou Phoenix Hotel Practice Report

After three and a half months of practical application, we have a certain understanding of the operation of the hotel and benefited a lot in practice. I learned many skills in practice, including communication skills, communication skills, sales skills; Experienced the artistry of hotel management and the importance of rational use of human resources, and gained a lot of valuable experience wealth; Understand your own shortcomings and sum up experiences and lessons. In the future study and life, I will make clear the direction of my efforts and constantly appreciate myself, so as to lay the foundation for future career planning.

I. Introduction

(1) Introduction of internship unit

1. Internship: Guangzhou Phoenix Hotel.

Guangzhou Phoenix Hotel-located in Xintang Road, Guang Yuan East Road, is the first landscape theme hotel built with platinum five-star standard in South China and the widest hotel in South China. The hotel is backed by the lush Phoenix Fifth Ring Mountain and faces the graceful Cuihu Lake. Covering an area of 200,000 square meters and a building area of 78,000 square meters, it is the largest landscape hotel with the lowest floor in Guangzhou. The rich and elegant European architectural style makes guests feel the unique mystery and elegance of western classical culture. In addition, the hotel has specially introduced the unique concept of foreign theme hotels to create extraordinary taste.

Phoenix Hotel was built by Country Garden Group with a heavy investment of about 450 million yuan, and managed by Country Garden Hotel Management Company, giving full play to the functional advantages of "business, vacation and conference". While improving the supporting facilities of Guangyuan East Country Garden, it calmly carried out business vacation activities and promoted the brand quality of "Give you a five-star home" in Country Garden.

2. Internship Department: Front Office Concierge Department.

The front office includes five sub-departments: reception, concierge, switchboard, business center and reservation department. The hotel is under the responsibility of the department manager, who will make overall arrangements. The directors or managers of each branch manage the affairs of their own departments and work closely with other departments to complete the work. As one of the most important departments, the concierge department is divided into two parts: the bellboy and the hotel representative, and the concierge manager is fully responsible. There are head porters (3 persons) and bellmen (1 1 person), hotel representative supervisor (1 person), senior hotel representative (1 person) and hotel representative (4 persons).

(2) Introduction of internship positions

Hotel representatives greet guests at airports, railway stations and other entry and exit ports on behalf of the hotel, publicize the hotel image to the guests in time, and influence the guests' impression of the hotel. The main task of the hotel representative is to provide quick and appropriate service, take the guests back to the hotel for check-in or put them on the plane and transport them by car. As the first and last hotel staff to contact the guests, they seize every opportunity to promote the hotel, win more customers, protect the guests' luggage and personal safety, provide guests with facilities and environmental consultation inside and outside the hotel, and provide guests with distinguished concierge services.

Second, the internship content

(1) Daily work of hotel representatives

1. Use the "Maxima Hotel Management System" of Phoenix Hotel to check the daily "Airport Pick-up and Airport Pick-up Service Report", register the service demand of that day in detail, print it on A3 paper in Chinese, English and Japanese, and write the date of airport pick-up, flight number, departure place, estimated arrival time, number of people and whether to charge.

2. Inquire about flight information, determine the time and arrival, and report the vehicle and personnel arrangement to the supervisor.

3. Get off with all necessary items, and finally confirm the arrival time and exit of the flight at the airport (station), and arrive at the exit in advance to prepare for the guests.

4. After receiving the guests, confirm their identity, check them out, then take a bus back to the hotel and arrange to check in.

5. Provide consultation, storage and other concierge services at the concierge counter.

(2) VIP reception of hotel representatives

1. Check the number and name of VIP expected to arrive on the same day with the relevant personnel of the sales department.

2. Prepare related items and check whether there are any omissions.

3, to the relevant departments to understand the guest information, ready for reception.

4, according to the requirements of the guests and the arrangement of the hotel, cooperate with the reservation department, sales department, reception department and other departments to arrange the guests' arrival activities and hotel activities.

(3) Work of hotel representatives during the exhibition.

1. Print "Pick-up Report" and "Arrival Report", and check the Pick-up Report and signboard.

2. Take all the necessary items, contact the airport (station) staff and discuss the airport pick-up.

3. Arrange rest areas for guests and provide hotel information consultation and other services for guests.

4. Keep close contact with the hotel, and be responsible for dispatching the shuttle bus between the airport and the hotel.

Three. The main harvest and experience of internship

(A) the internship harvest

1, the improvement of service consciousness

For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. Through the training organized by the hotel and the intensive practice of various departments at ordinary times, I have exercised my sense of service and developed a good habit of smiling at guests. Learned to treat guests with standard etiquette; Understand the importance of learning a foreign language well.

2. Improvement of service level

After more than three months of hotel internship, I have a certain understanding of the basic business and operation of the hotel. Politeness is a concentrated expression of a person's comprehensive quality, especially in hotels. We should dare to greet people, and do three things in the process of greeting people: mouth to mouth, eye to eye, and spirit to heart. We should try our best to meet the requirements of our guests, even if something is not within our responsibility, we should try our best to convey it. Although some unreasonable demands can't be made, we should refuse them in a euphemistic tone and help him find other solutions.

What impressed me most was serving Japanese guests in the hotel (mostly from Honda, a big hotel customer). They don't speak English very well at ordinary times. We should guess what he wants to do from their actions and phrases and help him finish it quickly. For example, if a guest speaks the airport in broken English, it is necessary to guess that he is going to the airport. Let's arrange a free delivery service. Next, we will provide them with a bus reservation form and accept his information, and then give it to the supervisor to arrange buses. ...

3. Improvement of English level

In five-star foreign-related hotels, the practical application ability of English, including listening, speaking and writing, is particularly important. English, as an international language, has played an important role in the contact with guests from all over the world. Without it, I can't communicate with my guests, let alone serve them. During the fair, the guests came from all over the world, and they were not familiar with Guangzhou and Phoenix Hotel, so we were asked to introduce them in English, accept their suggestions on information such as guild halls, weather, geography and shopping, and publicize the image of Guangzhou and the hotel to the guests in time.

practical experience

1. Internship is not about experiencing life.

The internship took up the last summer vacation of our university, but it was different from the summer jobs we used to play. In the process of work, we don't simply sell our own labor force in exchange for remuneration, but regard ourselves as a member of the hotel and work closely with colleagues in various departments to maintain the image of the hotel and create the greatest benefits.

During the internship, we will not receive special courtesy because we are undergraduates. Like other employees, we will start from the basic knowledge of the hotel and our own work, and occasionally make mistakes. No one will generalize.

2. Internship is a process of contacting the society.

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.

3. The relationship between internship and Phoenix Hotel.

As a member of the hotel, wearing a uniform should safeguard the rights and interests of Phoenix Hotel everywhere, closely connect yourself with the hotel, be familiar with the information of the hotel, represent the interests of the hotel in every word and deed, publicize the hotel at all times, and improve the image of the hotel and yourself.

4. Internship and employment

During my internship, I contacted the society in advance, realized the current employment situation, and made a plan for my recent employment plan in advance. Through this internship, I found the point of convergence between myself and the hotel, and made a guide for my employment direction. In addition, the talent training system of Phoenix Hotel provides us with a lot of learning opportunities and employment opportunities. Internship is actually a kind of work exercise.

Four internship ideas and suggestions

(A) internship ideas

Initial contact with the hotel industry and Phoenix Hotel found that the large turnover of personnel is a problem of the whole industry. The quality of employees in the hotel industry is uneven, ranging from middle school culture to graduate students and even higher education; At the same time, the age span of employees is very large, from 18 years old, but ordinary employees in some departments are over half a year old. The difference of age and education level determines the difference of hotel efficiency. For example, the English level of room attendants is generally not high. When guests need some room service, they often don't understand their requirements, but turn to colleagues at the front desk or service center for help, which delays time and causes guests' dissatisfaction.

Hotel industry is an industry that needs team spirit very much. It is impossible for any guest to complete the service he needs by himself. From the moment the guest made a reservation, we began to serve him. From booking to reception to check-in, from catering and entertainment to check-out, it is inseparable from the communication and cooperation of various departments.

Phoenix Hotel is a newly-built five-star hotel with a history of more than two years, but there are some management deficiencies more or less. The internal authority of the hotel is unclear and the management is chaotic, which is easy to cause departmental disputes. For example, both Housekeeping Department and Concierge Department can provide clothes return service for guests. When guests don't receive clothes within the expected time, they call to ask questions or complain, and often quarrel because of accountability, which destroys the relationship between departments and affects efficiency.

Poor communication and insufficient team cohesion. Some departments of the hotel don't work 24 hours a day, such as the reservation department and the sales department ... There is no tacit understanding and corresponding emergency mechanism between the departments, which leads to the failure to update the guest information in time and delays the car pick-up service and baggage transportation.

Hotel 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, but I knew almost nothing about Phoenix Hotel at that time, and I could only start to understand it from some information provided by the department. As for the building structure of the hotel and the operation of other departments, I gradually accumulated it by consulting my colleagues around me at work. Because the hotel information is compiled by each department, it is inevitable that some contents are different, such as the running time of the airport express line from the hotel to the airport, and the time displayed by the concierge department and the housekeeper department is different. In practice, my colleague told me that the time has changed recently and there is a new timetable ... We didn't start the induction training of the human resources department until more than one month after we joined the company. At that time, the training hotel still did not provide us with unified training materials, and the training was not targeted, in terms of etiquette. In addition, the training time organized by the human resources department coincides with the heavy tasks of various departments. After four days of training, new colleagues are absent from work every day and can't attend the training, which greatly reduces the training effect.

The management system of Phoenix Hotel is sparse and the attendance system is not strict enough. Leaders and colleagues often arrive late and leave early, or help people punch in and out of work.

Of course, I also have some shortcomings in this hotel internship. I am not familiar with the department's business in the process of work, and I can't provide accurate information for the guests flexibly and quickly. Carelessness still happens to me from time to time. The most important thing to work in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level needs to be improved to facilitate communication with guests. On the other hand, it is necessary to know other foreign languages and cultures properly.