One or two months' internship as a hotel receptionist soon passed. During this time, I have gained a lot in both theoretical study and practical work. Now I have a comprehensive and deeper understanding of my position. With the deepening of practice and the accumulation of knowledge, I have more and more contacts and deeper thinking about problems. During my internship, the communication and guidance of my superiors for many times is the driving force for my continuous progress, which invisibly strengthens my confidence and courage in doing this job well. Summarizing the dribs and drabs of these two months, I have many feelings:
First, role understanding.
During this period, my main internship position is the service desk receptionist, so I have the deepest understanding of this job: the service desk receptionist is the window position of the shopping mall, and has the most direct contact with customers. Personal words and deeds are related to the image of the whole shopping mall.
1, improve communication skills
As a receptionist, as a front-line employee of the hotel, the contact with guests is face-to-face and the most direct. Often a word from the receptionist can affect the overall impression of the hotel and even the mood of the guests all day. As a receptionist, it is a compulsory course to learn how to make guests feel comfortable and happy in the language they speak. Of course, communication is not limited to guests, but also exists among colleagues, even to superiors. People inevitably have no mood swings, but such mood swings often affect other people's moods. How to adjust my mentality, face guests, colleagues and even bosses with the best mentality, and how to bring the best smile to others is a problem that I have to seriously think about every day. In this internship, I not only improved my communication skills, but also learned how to adjust my mentality.
2. Improve emergency response capability.
Working at the reception desk, you should be prepared for battle every day. Because as a receptionist, I have to receive different guests and face different events every day. It is inevitable that there will be some impolite guests among the guests who check in, and even swear at the receptionist. In the face of such a clean situation, it is another test for me how to appease the mood of the guests and protect the interests of the hotel and its own safety.
3, improve the ability of independent processing.
Through this internship, I deeply understand that we must learn to do what we are capable of doing. Only by cultivating one's independent ability can one make progress in one's work. At work, when you encounter problems, you should boldly ask your colleagues if you don't understand them, instead of pretending to understand them. Work independently, accumulate experience, and finally get what suits you best.
4. Improve service awareness
As a receptionist, I always represent the hotel. No matter at work or on the road, as long as you wear the hotel uniform, you should always provide the best service for your guests. We are the messengers of the smiling city, all for the guests, all for the guests, all for the guests.
Second, the internship experience
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 is not very good, it has caused obstacles in communicating 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, the work is not meticulous enough, and it is not enlightened enough to accept criticism from colleagues. But through this nearly four months of exercise, I have been constantly correcting.
Personal working experience at the front desk of the hotel. The front desk is the starting point to show the image and service of the hotel. For guests, the front desk is the first step for them to contact our hotel, the first impression of the hotel and the facade of the hotel, which is very important. So the front desk represents the image of the hotel to a certain extent. At the same time, the hotel's service to guests begins with welcoming guests at the front desk, and a good beginning is half the battle. Recognizing its importance, we must do our work well. So, for the past five months, I have been strictly following the hotel regulations. In my work, I can sum up the following five insights.
1 Like all other service industries, politeness and etiquette: how to keep smiling, how to greet guests, how to provide services for guests, the language to be used in services, etc.
2. Pay attention to the image. The front desk is the first impression of the hotel and the facade of the hotel. Therefore, our front desk staff must ask the guests to wear light makeup, work clothes and have a good mental outlook, so as to maintain the image of the hotel and let the guests know and see our mental outlook of Yibang. So as to leave a deep good impression! But also conducive to the promotion and cultivation of our own image. Thus, it will affect our future life.
3, the front desk business knowledge training. Mainly the daily workflow, the daily work of the front desk is very complicated, such as check-in and check-out, telephone transfer, inquiry, information provision, luggage storage, information inquiry and verification. Check the order, arrange the room, and hand over the work during the shift change. Therefore, we should always maintain a serious and meticulous work style and sense of responsibility! So as not to bring inconvenience to the guests and their colleagues!
4. English at the front desk. A certain level of English at the front desk is the basic requirement for each of our receptionist, so as to serve foreign guests well. As for English reception, I thought it was not a problem for an English major like me, but when I received foreign guests later, many problems came out. For me, I haven't been exposed to English for more than a year, and I realize that many words are unfamiliar, and the names of many hotel facilities and equipment have never been exposed before. Fortunately, our hotel organized English training at the front desk, which allowed me to review and consolidate the words I had learned before. I also learned many words that I have never touched before, such as the names of many facilities and equipment. Through such training, I understand a truth, you should never forget to study and keep charging yourself! Only by continuous learning can we make better progress and improve our abilities in all aspects!
5, focus on the overall situation, regardless of personal gains and losses. Whether during working hours or during vacation, if the hotel has a temporary task assignment, I will obey the arrangement and actively cooperate without looking for any reason to shirk it. As a member of Yibang, I will contribute my strength to the hotel. Usually actively participate in the activities organized by the hotel, strengthen the feelings between colleagues and communication between departments. And learn more about the basic situation and business content of our hotel. In order to work better in the future, we will continue to lay the foundation.
In the past five months, I have many shortcomings, such as communication with leaders and colleagues, and work. My colleagues and I suggest that guests often make me nervous. The new year is coming, and I will definitely overcome this mentality in my future work. I am also very grateful to my colleagues who gave me advice! Because you and I are both aware of our own shortcomings, we have a chance to correct them. It is also of great help to me! Although the work at the front desk is sometimes trivial, everything should be done seriously. So I will do everything with my heart. Thanks to the guidance of department leaders and the opportunity given by the company, I will strengthen my study and work hard in the future!
Personal experience at the front desk of the hotel 3. It is the hot summer day once again, and we have once again ushered in the summer vacation. In order to accumulate my own social experience, I chose to participate in summer social practice activities, and in mid-July, I entered xx restaurant in xx District as a receptionist.
When I first arrived at the hotel, I was very excited. I feel fresh and curious about everything, but when I officially took up my post, I found this job very hard, but it also benefited people a lot.
As the facade of the hotel, the front desk is the first department to influence guests and provide services. The efficiency and profit creation of a hotel basically start from here.
The work of the front desk is mainly divided into telephone answering (mostly booking lobby seats or private rooms, and some booking weddings), guest information registration, helping guests to handle service needs, answering questions for guests and so on. In addition, the front desk is the direct contact department of the guests, so most of the guests' requirements will be put forward to the front desk staff, and sometimes they will encounter very difficult guests. Although some of them are not our fault, they will still be criticized by the leaders. In addition, the front desk should also serve as the coordination center of the whole hotel. As the saying goes, "the customer is God" and "the customer is always right" is a well-known management motto of the hotel industry, and I deeply realized this.
At the front desk of the hotel, the work is divided into three classes: morning shift, evening shift and normal shift, with four days off a month.
Social practice is a good platform for us to have a new understanding of society. Only when we have experienced it in reality will we understand that this society is so complicated that it is far from what we imagined. During my study in the hotel, I found my thoughts and opinions so naive for a while, but then I gradually let them go. In college, we are just a blank sheet of paper. Only by accumulating more social experience and learning the way of life can we appreciate society and life more. At the front desk, I can feel the human feelings in the society. Accumulated social experience, learned the way of life bit by bit, and understood the complexity of interpersonal relationships, which is the most precious part of the whole practice process. In the whole process, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, so that I paid attention to what I had never noticed.
Obviously, the workload at the front desk is very heavy. Start work at 10 in the morning, then clean up and watch the station arrange to meet the guests in their respective areas. After the guests arrive, smile and say hello, ask if there is a reservation, then make corresponding arrangements according to the answers, and notify the responsible persons of each position in time after confirmation, so as to receive the guests well and finally create quality service to satisfy the guests. Working hours are from 10 a.m. to 2 p.m., then rest for two hours to have dinner, have a meeting at 4: 30 (regular meeting), and then get off work from around 5: 00 to 9: 00.
Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedure of this work is complicated and numerous. In this short period of about a month, I found that to do a good job, we must adjust our 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. Just like our manager's famous saying: I'll do it, I can do it, and so on.
The summer vacation is over, so we should clean up our mood, actively participate in the next study, work hard, strive for it, and finally realize ourselves.