2020 Hotel Internship Experience Part I
In the summer vacation of 20xx, with the requirements of social environment and the efforts of school leaders, the school and xx Group set up a platform for us to jointly run schools. More than 80 students majoring in ecotourism and hotel management in XX entered four hotels under XX Group for internship. Maybe I have never stepped out of society, and everything is strange and novel to me! As I wish, I was assigned to xx restaurant in xx villa, and I and fifteen other students were assigned to this hotel. They were assigned to different departments and posts. The next day, the hotel gave us a systematic training, which was divided into two parts: first, the pre-job training, including indoor training and sightseeing training, mainly introduced the general situation of the hotel, and also trained us on staff literacy and hotel management system, which gave us 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 more in-depth and systematic understanding of hotel safety and fire common sense.
Our internship in xx Villa is a four-star hotel, which was established in 20xx. Hotel management is advanced and the tourism market is broad. Its food and beverage department is roughly divided into xx restaurant on the first floor, lobby bar on the second floor, box and food gathering hall on the third floor. My work with three classmates is xx restaurant, which is a fast-paced flavor restaurant, mainly receiving individual guests and sometimes wedding banquets. This restaurant has nearly 20 employees, including two foremen and several waiters.
Xx restaurant is the busiest area in the hotel catering department all year round. I learned it in the first few days. Because we haven't taught this course in school before, everything is strange to us now. I am like a headless fly, and I simply can't understand the process and essentials of work. Just listen to the foreman's arrangement and their hands-on guidance. Fortunately, the basic old employees are particularly friendly to us. The foreman also specially arranged a master for our first new employee to guide our work. Under their patient and earnest guidance, we officially started working alone a week later.
When you start working alone, you will still be nervous. Sometimes I dare not look the guests in the eye. When serving food, the names of dishes are rarely announced as required, and almost all of them are silent services. Later, I gradually became familiar with everything, and I became more courageous when serving food. I could answer the questions that guests encountered during the meal, and my colleagues could take time out to help when they were busy. In fact, it's really a pleasure to see guests dining in their own service area, cope with what they can, and get in touch with styling during the service.
I remember once, when four people were having dinner, one of the guests was thirsty or for other reasons, that big glass of water was quickly gone. I immediately filled it for him. After a while, I smiled and filled it for him, adding water several times before and after. Later, when the guest left, he smiled and said to me, Thank you today, little girl. You are very patient and careful. Although it is just a few ordinary words, I am still very happy in my heart, because my work has been recognized by the guests, which is also an affirmation of myself and increases my confidence in my work.
In the second half of the year, the business of hotels is generally good, especially wedding banquets and receptions. For our new employee supervisor, he took the time to give us some training on wedding banquets. Although the content is simple, it is not so easy to do some details, because at the wedding reception, the relatives of the new couple have different qualities, different identities and different experiences, so it is difficult for you to cope with some ideas, opinions and practices.
/kloc-one day in October, the number of wedding banquets in the hotel reached. The number of people has reached the most expansion point in history, and it can be said that all the places that can be connected have been pulled out. In addition, compared with other regions, there are the largest number of people in Jiangnan restaurants, which determines that our region needs someone to turn to other regions for help. I was lucky to choose me and two other colleagues, because I had never been in contact with them before and because I was going to other areas, so I was a little strange. I'm still worried that I can't do it well. It's not difficult to find yourself looking at three watches after going there. After reading the menu, there was basically no problem, and a stone fell to the ground. But finally the supervisor came over and said sternly, why did you just dump the food? Did you get the guest's permission? I watched my supervisor wait for a while, not knowing what to say, and the other two colleagues didn't know what had happened, so they were afraid to go out. Tears began to swirl in my eyes. The director went on to say that at the wedding reception, some guests have to clean up the dishes, but if you pour the dishes without the consent of the guests, the more concerned guests will be unhappy. Complain when you are unhappy and ask for a discount. However, after a wedding reception, they have worked hard, and the most important thing is to pay the bill. Finally, something went wrong after customs clearance, and the hotel lost a lot. The director's words woke us up, taught us a profound lesson, and made me see that I was immature in making a wedding banquet. It never stops at the service and closes the table, but it also closely revolves around other factors!
Slowly, whether it's serving a local or other wedding banquet, or taking special care of important guests, or helping other colleagues when they are not busy, it all becomes simple and skilled. When faced with some small complaints from guests, I can solve them better and I become more courageous. People have become more patient and careful than before. After working in a hotel for a while, I found that my personal quality has also improved.
So the eight-month internship ended, and I learned a lot these days. In addition to learning the service process and skills of Chinese catering, I also learned some things that are difficult to learn in class, such as how to deal with my own interests and the interests of hotels, how to deal with interpersonal relationships among colleagues, and how to adjust my mentality, which made me understand the executive power that an employee should have. The manager of the food and beverage department specially went to other places to participate in the training on execution, and then came back to have a rest and trained all the employees in our food and beverage department what he learned. Execution reflects the strength of a person's ability, which can be better reflected in a team, as well as the spirit, ability and quality of a team. Execution has nothing to do with system and salary. Later, he divided us into several groups and played a game, but the leader of the losing group had to accept the corresponding punishment, and other team members could not share it. This is a cruel result. We all pray in our hearts that our team leader will do 120 push-ups because of mistakes. When our team leader reached 80, we all shouted "Come on" until the team leader played the last dozens. When we saw the team leader flushed with persistence, all our players shed tears. As the manager said, as a manager, you should bear the corresponding responsibilities. Although everyone can accept it completely, it will not affect his truth at all. Only by doing this can you become a real manager!
2020 Hotel Internship Experience (2)
The short and unforgettable internship journey is fleeting, and during this period, I feel like a five-flavored bottle-all kinds of ups and downs are available. In the tense and long working environment every day, I have unconsciously passed the internship period of eight months. Looking back on my internship in the past year, my heart is full of excitement and I feel infinite. I worked as an intern in the housekeeping department, during which I learned a lot. Every department must be trained before taking up their posts. Of course, the housekeeping department is no exception. The main content of the training is how to make the bed. Our supervisor trained us to make the bed. The whole process of making the bed includes throwing sheets, covering the quilt and flattening it, combining three threads and covering the pillowcase. The combination of three lines means that the center line of the quilt should coincide with the center line of the bed and sheets. Every step of making the bed requires that the sheets should be neatly wrapped in the mattress, and the quilt should correspond to the corner of the quilt cover, and can be thrown a few times; Put on a pillowcase, so the pillow will be full of pillowcases. In addition to making the bed, we also clean the room, including dust removal, floor absorption and bathroom cleaning. Every time you enter a guest's room, you should knock at the door first, and then arrange the bedding; Dust removal is also an important link, every corner should be wiped in place, and items should be put back in place; Sucking the floor is sucking the dust and hair on the floor of the room. Similarly, every corner should be sucked under the bed. Next is the work of the bathroom, changing clean towels, cleaning the toilet, bathroom floor, and finally making up guest supplies. In addition to cleaning the room every day, we also have work such as ward round and laundry inspection. Ward round is to check whether there are any missing items in the room when the guests leave the store, and at the same time check whether there are any left-over items for the guests to take away in time. At the same time, if guests have drinks, they should record them in time. Poor laundry is also an important content. Check the laundry room every morning 10. The process is that the room attendant first asks the guests if they have any clothes to wash. If yes, please fill out this laundry form, and then the waiter will sign his name and the time to collect the clothes. After the clothes are collected, they will be taken away by the staff. These jobs are basically the main jobs of room attendants, of course, the hygiene of daily plans can not be ignored.
As an intern who has just come into contact with the society, I know that I still have a lot to learn, and there are too many strangers and mysteries about the job I am about to step into. Driven by this ambivalence, I welcome it with confidence and expectation. When I came to the hotel to arrange a post, I found that I didn't have much advantage, because I had never been exposed to hotel management, and everything needed to be studied and explored, which was an excellent exercise opportunity for me. From the day I stepped into my post, I made up my mind to work hard and not let myself have regrets.
During these eight months' work, I found that we should be able to do a good job freely, whether busy or idle, we should complete every job with a positive attitude. We should not take things too badly, but keep a good attitude to face every day, because a happy attitude will make us less tired and bored at work. "Only sincere service will win the smile of the guests." Treating every guest with a smile, we get not only a smile, but also recognition, support and appreciation for the development of our hotel.
The eight-month short-term internship made me fully and intuitively understand the production and operation process of the enterprise and realize the importance of management practice. While laying a solid foundation for future theoretical study, I also met many colleagues and friends during my internship. Have a new understanding of dealing with interpersonal relationships. I have exercised some experience when I first entered the society and some social problems that I should understand. I want to be flexible, not too stubborn and rigid. In a service industry like a hotel, the talents you need should not only have certain professional knowledge, but also know how to deal with people and things, be patient and be responsible for customers. In this internship, I practiced my spoken English. English is really important, but I still need to improve my English.
2020 Hotel Internship Experience Part III
The main purpose of this internship is to let us have a certain perceptual knowledge of the professional knowledge we have learned and its theoretical application, so as to help us separate the theoretical knowledge and theoretical experience we have learned in the hotel management class, lay a good foundation for further study in the future, and be more conducive to further study, understanding and mastering the professional foundation and professional courses. At the same time, the experience of this hotel internship will also be helpful for future employment. When I first arrived at the hotel, I felt everything was new. It was the first time to separate schools and step into social rights. Every group is impulsive and has an inexhaustible energy. They all regard the hotel as a stage to display their talents and want to put their theoretical knowledge and ideas into theory. But there is a difference between fantasy and ideal. When we officially took the post of power, we found that many things were not as complicated as we thought, and our enthusiasm gradually burned.
I am an intern in the hotel housekeeping department, and I have to go through training before I take up my post. The second training method is how to make the bed. Some of our supervisors taught us to make the bed, and even every step of making the bed has requirements. The whole process of making the bed, including throwing sheets, covering the quilt, flattening, three-in-one and pillowcases, must be completed within three minutes. First of all, it is very difficult to throw the sheets, which is generally required to be done at one time, and the center line of the sheets should coincide with the center line of the whole bed. Then wrap the sheets into corners, that is, evenly wrap the sheets into high and low mattresses. What is important here is that there can't be a gap between the sheets and the mattress, otherwise the sheets can't be kept flat. Next, I began to cover the quilt, which is also very delicate and skillful. Xing, that is, I just need to match the corners of the quilt cover and throw it inside a few times. Other details can be sorted out. It is important that the center line of the quilt coincides with the center line of the bed and quilt, which is the "three lines in one" in the process of making the bed. After that, the last step is to put the pillow in the pillowcase, keeping the full side facing the end of the bed, and the opening direction of the pillowcase is either facing the wall or the window. In the hotel industry, this is well-founded. I have seen a case where a maid mistakenly put a necklace in the pillowcase because the opening direction of the pillowcase was irregular.
When I officially went to the housekeeping department for an internship, I realized that the rights of housekeeping clerks are not just as complicated as making beds. The room attendant's first right is to clean the room. There are also certain standards for clearing houses. During my internship, I learned that a performance officer should knock at the door before entering the room. The first step after entering the door is to open the window and then pick up the dregs and throw them away. When it's connected, it's time to make the bed. You should remove the quilts, sheets and pillowcases used by your servants and put them on as you made the bed for the first time. After all this, I began to clean. It should be noted that the wet cloth here is usually used to clean wooden furniture, and the dry cloth is used to clean furniture made of metal and glass. Time flies, and in a blink of an eye, the one-year internship life is coming to an end. I am honored to have the opportunity to practice in your hotel, especially in such an important position as the front desk. Can get rid of the cramming teaching method in school and integrate theory with practice.
Experience of Hotel Internship in 2020 (IV)
Xx month, 20xx, one year's internship in Railway Building. After all, this internship is my first time to step into the society, facing the gorgeous lobby of the nobility, and working neatly and orderly. Do you know what kind of challenges I will face? First, the initial harvest
I remember that we trained in the office for three days, basically mastered the basic situation of the hotel and what we should know and should know, and then we were assigned to various positions, and I was assigned to a unique chef. After I got familiar with the general situation of this department, I began to learn from the master. Some theoretical knowledge learned from school books will really be applied to practice, but I believe that as long as we take it seriously, we will certainly get unexpected gains!
The first time I was a guest, it was a wedding reception. At that time, I was really timid and didn't dare to ask the guests' requirements. Later, the master and supervisor said that they must put down their "fear" and take the initiative to do it. The most important thing is "diligence"! Diligence and quick thinking are enough. Later, every time a guest came to dinner, I would take the initiative to meet him, with warm and thoughtful service and the most sincere smile, which made me more confident! It is inevitable that you will encounter such troubles when you practice in a hotel, and all kinds of guests will encounter them. The key is to see how I treat them. I think, as long as I use a sincere and enterprising heart, no matter what kind of bumps I encounter, I will cross them!
I still remember that the hotel organized a keynote speech on "How to correct the shortcomings in my work". I have always been afraid to express my feelings. I am afraid to express my feelings once in a simple self-introduction. Later, with everyone's encouragement, I made a speech. I was really nervous at that time, but when I saw my classmates shouting for me, I got up the courage to carry the speech through! At that time, I didn't care about the result, because at that moment, I felt that I had defeated myself and finally took the first step. That's my own stage. No matter what difficulties I encounter in the future, I will not be afraid, because I believe in myself!
Second, a comprehensive study of Chinese restaurants.
When a person was a cook, he had a lot of contacts. Since I was born, I have known my parents, gone to school and met teachers and classmates. Now I met my colleagues, leaders and familiar guests in the railway building. With the deepening of contact, I feel that there are more strangers than people I know, and it is impossible not to deal with strangers. People live in the interpersonal circle of this world. So I gradually realized that if you want to make a good hotel, there are several things you must have:
First, good quality, a certain cultural foundation, but also a certain amount of work experience, careful and meticulous work. Second, be diligent, organized and clear-headed. The third is to have certain management ability. The fourth is to be competent and deeply loved by leaders and guests. If you can really do the above, I think you may be an excellent junior manager. You can't express yourself too much because you live in society. In fact, as long as you treat everyone or everything around you with a warm and sincere heart, you can have a clear conscience.
There are many things to learn in the hotel, such as table manners, getting along with guests, and how to face the different requirements of guests as three waiters. In Chinese restaurants, you know this knowledge better than other departments. When we make tables for our guests, watch them sit down, say some polite words and toast, we will learn a little bit. What is more important is the communication between people, which is called "being a man", and you should know how to respect people.
When I first arrived at the hotel, my classmates contacted me the most, and then Director Liu. There is a book called "Don't just do what I tell you, please do what needs to be done", which gives the answer to some extent: people who can meet the ultimate expectations of leaders often have better career development prospects.
Nowadays, there are many introverted people, and most of their focus in their work is just to try their best to complete anything given to them by the leaders. In fact, after staying in the hotel for such a long time, I feel that we should not only complete what the leader has given us, but also take the initiative to consider the problem from the perspective of the leader, which not only solves the problems that the leader thinks, but also actively helps the leader think of good answers or solutions. Therefore, in order to truly gain a foothold in society, we must learn to be proactive.
In the process of internship, watching those passive people be looked down upon by the leaders, just like some activities organized and promoted in hotels or some large enterprises, besides actively responding and calling, it is more important to combine practice and implement them immediately, while some people have no independent consciousness and do what they say, so such people will never get the attention of the leaders and have little promise.
When you have some questions, if you want to have good opinions, you can take the initiative to ask them. Don't take it to heart, you just don't know how to seize the opportunity, and you will be in a small position. There is also a need to pay attention to things, just like in a hotel, you can't say too much in front of every leader or colleague, which will also degrade your value. Be careful in everything. Maybe this is the way to be a man, that is, to hone yourself.
2020 Hotel Internship Experience (5)
According to the arrangement of the teaching plan, I was assigned to xx Resort as an intern in hotel management from 20xx to 20xx. During the five-month internship, I was deeply touched, 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 learning. During my internship, I carefully combined my book knowledge and followed the school's arrangement and plan step by step. And in accordance with the guidance of hotel leaders, I worked slowly, studied hard and actively, mastered the basic business process of the hotel, learned the daily operation norms of wine spots, learned some cooking methods and eating customs of Cantonese cuisine, learned the daily table manners of xx people, and personally felt the necessity of standardized service and personalized service. At the same time, I have a preliminary understanding of XX catering industry. I have benefited a lot and felt deeply. I deeply realized that learning and internship are closely combined, inseparable and equally important, especially internship. In today's increasingly fierce knowledge competition, obvious common sense competition, increasingly precious experience competition, materialistic cross-flow and developed economy, hotel service industry has greatly changed people's outlook on life, money, values and interests, and made people's spiritual pursuit and material enjoyment undergo earth-shaking changes. Therefore, it is more obvious for the hotel industry, which has just started and has a bright future. It is precisely because people see this bright prospect that many businessmen turn their eyes to hotels. At the same time, for those who study this major ourselves and intend to engage in this industry in the future, it is said that it has also produced endless motivation and pressure, which is a sober step for us to engage in the future development of this industry and understand a lot! First, the initial adaptation stage
Due to the interference of a series of external factors, such as the objective climate, economy, life and population quality in the north and south, I am particularly unaccustomed to eating there. Coupled with the hot climate and discomfort of eating, and the strangeness to the hotel environment and colleagues at the beginning of work, I have had a process of adaptation and adjustment for nearly half a month, which is also a time to challenge us and test our perseverance, but the mutual encouragement among my classmates and the concern of hotel leaders have refreshed me. One step at a time, the confidence and strength to overcome difficulties and challenges, the patient teaching of leaders and the enthusiastic help of colleagues all inspire me, especially the heartfelt feeling of wanting to enter the society as soon as possible, which is the driving force for me to adapt to hotels, get used to life and study hard.
Second, study hard after active work.
According to the needs of work, I was assigned to the front desk for the first time. I was completely distracted. The hotel adopted a way of getting to know each other. The work of the front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes answering guests' questions, helping them with service requirements, telephone transfer, taxi outbound service and air ticket reservation. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the first department they contact-the front desk, so the front desk will also work as the coordination center of the whole hotel. The requirements of the guests are basically the same. The lack of a hair dryer, a towel and a clothes hanger is usually trivial, but some guests will make trouble without reason. For example, when booking air tickets, the guest himself said that he would book three air tickets to Beijing, and the guest signed for confirmation. But when our front desk staff booked the tickets for the guests, the guests refused to admit that they had booked three tickets and asked us to refund the extra tickets. Although it was not our fault, the hall manager asked us to admit our mistake and refund the ticket because he had his own signature confirmation form. I was very angry at that time, but as the saying goes, "the customer is God" and "the guest is always right" are well-known management maxims in the hotel industry, and I deeply realized them.
At the front desk of the hotel, the work is divided into three shifts: morning shift, middle shift and all-night shift, and it is rotated once a week.
There are two people in the all-night class, three in the morning class and three in the middle class. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose and can be assigned to one cashier, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.
Little by little, we study repeatedly day by day, and we are not ashamed to ask questions. Finally, it is the basic essentials of the whole reception, and I know the operation process like the back of my hand. However, due to the passage of time and the combination of theory and practice, we found some shortcomings of the hotel and suffered the pain and helplessness of the hotel people discriminating against our college students, so we had a theoretical debate with some hotel leaders. Especially for our unfair work arrangements and psychological prejudice, we are very unacceptable. Two months passed, and in order to study, we began to actively apply for changing departments to study. However, due to the different positions and interests of the hotel and us, formal consultations were held. But it finally gave us an opportunity to communicate and learn from each other. I then applied to be transferred to the housekeeping department as a grass-roots waiter, which was very different from my previous job. The front desk is mental work, while the room is mainly manual work. I began to learn to do more and talk less. This kind of work is also very good, simple and pure, without competition and trouble. I learned how to make a good guest room and how to make it clean and tidy. Over time, I studied in the guest room for 25 days, but the superior leader wanted to transfer me to another branch of xxx hotel. Originally, I signed up voluntarily, but without knowing it, the hotel directly informed me to transfer, and I really didn't want to go. However, the hotel forced me to go. We explained to the leader that we were about to end our internship and hoped to stay here and study in a stable environment. In the last month, we don't want to adapt to the environment and corporate culture of another hotel, which will only make us more confused and learn nothing. But the hotel couldn't accept our suggestion and finally contacted the school. But in the case of uncertain results, the hotel made a decision to dismiss me. I have no choice but to leave. I completed my five-month internship and learned the workflow of reception and the basic essentials of room arrangement. At least I learned something I couldn't learn at school.
Although internship is only a short time in my student career, in the process of work, I don't simply sell my own labor force in exchange for remuneration, but always serve others with the standards of a student, especially a social worker. Only one kind of love is not enough. What I learned is a kind of consciousness, a kind of consciousness of serving others. Maybe I won't be hired as a waiter in the future, but this awareness of caring for others and making contributions to society will last forever. Internship is a process of contacting 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. Let me get in touch with the society in advance, realize the current employment situation, and plan ahead for my recent employment plan. Through this internship, I found the point of convergence between myself and society, and gave guidance for my employment direction.