I July 20,20xx - October 31,20xx to Guangzhou City Phoenix hotel internship,this time I have a great harvest.Hotel service is a mixture of tangible products and intangible services,the hotel service quality evaluation criteria is the guest's "satisfaction."Guests in the buyer's market should take the customer demand as the starting point of the marketing work,the lobby on behalf of the hotel and guests to meet the needs of the guests of the hotel services to accept plaints from customers to solve customer problems,is the hotel's nerve center.It is based on these,the status and role of the lobby is particularly important.Although the front lobby is not the hotel's main business sector,but the hotel's market image,service quality and even management level and operating efficiency has a crucial impact.The Front Office is the crowning touch to hotel management.Through this in the Phoenix hotel close to four months of internship,I benefit greatly.The hotel is tantamount to a microcosm of society.The internship is undoubtedly for the near future into the munity I provide an important opportunity.
1,to improve munication skills: As a front desk receptionist,as the hotel front-line staff,and the guests contact is face to face,is the most direct.Often receptionist word can affect the guests on the hotel's overall impression,and even affect the mood of the guests all day.How to make your own language so that guests hear fortable,happy to hear,as a front desk receptionist must learn the course.Of course munication is not limited to the guests,but also between colleagues,or even to the higher level.People can not help but not have emotional volatility,but this emotional fluctuations tend to affect the mood of others.How to adjust their own mentality,with the best attitude to face the guests,the face of colleagues and even higher,how to bring someone the best smile,every day I seriously think about the problem.In this internship,I not only in munication skills have been improved,but also learned how to adjust the mentality of self.
2,emergency response capacity to improve: work in the front desk,every day must be ready for battle.Because as a front desk receptionist,every day to receive different guests,in the face of different events.Guests can not help some of the guests will not be polite,and even the receptionist will be outrageous.Faced with this situation,how to appease the feelings of the guests,but also to protect the interests of the hotel and its own security,for me is another test.
3,the ability to work independently improved: Through this internship,I am deeply aware of the need to learn their own ability to do this must be their own reason.Only to develop their own independent ability to work in progress.in Work,there are problems,do not understand should be bold to ask colleagues,rather than pretend to understand.Work independently,gain experience,and finally get the most suitable for their own things.
4,service awareness: as a front desk receptionist,always represents the hotel.Whether in the workplace,or walking on the road,as long as the uniforms of the hotel should always have to provide guests with the best service mean.We are the angel of the City of Smiles,all for the guests,for the guests of all,for all guests.
(B) practical experience
1,their own shor ings and shor ings: Through this internship,I re-see their own shor ings and shor ings.In the language ability is still not very fluent in munication with the guests.Daily visitors to the Phoenix Hotel are mainly domestic guests as well as Japanese guests.However,during the Canton Fair,the hotel is the main source of foreign guests.Because of their ability to speak English is not very good,resulting in munication barriers with the guests.And because of their own lack of work experience in the hotel,leading to work should not appear wrong,for the colleagues to bring a lot of inconvenience.On the other hand,at work,some of my shor ings is revealed.Such as not careful enough work,not enough to accept criticism of colleagues and so on.But through this nearly four months of exercise,I have been in constant corrections.
2,employment prospects According to i plete statistics,there are currently more than 9,000 hotels across the country,the hotel talent gap of more than 100,000.And now most of the hotel's grass-roots staff are mostly secondary or tertiary education.I think the current lack of hotel industry is still highly educated professionals.However,even with a high degree,is still unable to b e a manager.As a manager or must have many years of work experience.Among them,front-line work experience is very important.Therefore,as a graduate of the college students,it is absolutely not a master,must be prepared to accept the challenge.
(C) internship ideas and r mendations
1,idea: this internship gives us a good opportunity to understand the society.Is that we really into the munity before an important step.Law of the jungle has been unable to change the survival of the principle.Want to be successful,you must work harder than others.The internship faced a lot of problems that had never been encountered before.Such as interpersonal problems,guest relations,poor mental state and other issues.But through this nearly four months of learning and improvement,I both in the psychological or ideological have been a lot of progress.
As a five-star hotel waiter,in the details of the work,etiquette requirements are particularly stringent,because the front hall is the hotel's first "window",and the waiter's quality directly reflects the hotel's service quality and management level.As a waiter every day I have to face a large number of guests,the impact of large,so the service work to pay special attention to etiquette,to the guests left a good impression.Here is my self-identification as a waiter.First of all,as the external image of the total station service staff,I dress neat,not makeup,do not wear expensive ornaments,pay attention to personal hygiene,Jichi before work has a strong taste of food stimulation.Standing in the service,always full of energy,greet guests with a smile,active enthusiasm.Have professionalism,do not leave the workplace to do private matters.Working hours I do not chat with others,do not ignore the guests.In any case,do not dispute with the guests,the use of civilized and polite language,not ridiculed,satirical guests,not vulgar language,rude behavior.Second,I am in the attitude of service attitude enthusiastic and sincere.When guests plained about service dissatisfaction,I patiently listen,sincerely accept,do not interrupt the guests of the conversation,not to ignore,sincere apology to the guests,and immediately proceed to solve the problem.So that all guests are treated equally,enthusiastic service.
I do Insider,100 ask patiently.Answer questions concise and clear,accurate,articulate.The location of the various hotels,service time,a variety of facilities such as the helm,do not "may","may","probably"and other vague words to answer guest information.I was kind enough to be a good counselor when I asked the guests.I am also familiar with other local service industries,such as tourist attractions,round-trip routes,transportation,shopping and other relevant information,so as to provide services to guests at any time,to avoid asking questions.
In the guests encounter difficulties,I try my best to do everything to help,never refused for any reason,such as the guests on behalf of the size of items such as repairs.If you can not meet the requirements of the guests,I apologize to the guests in a timely manner,in order to forgive,not free to pile reasons,prevarication prevarication.I promise to do things in the promise of the guests,not negligence,or even forgotten.
Guests to check out the total station,I am enthusiastic attitude,apply quickly and accurately,so as not to delay the guests time.Check the situation on the spot,the money face to face settlement.Check out the guests should be pleted to thank,and we e guests to visit again.Because I know the appropriate farewell,you can impress the guests to attract guests e back.
The internship has been pleted,through this time internship,I got a prehensive exercise,internship process also made me plete a student,in the course of social transition,improve their independence,get the The use of knowledge in this area capacity,for the future to lay a solid foundation to take the munity.
In these days I did learn a lot of things: In addition to learning Chinese food service procedures and skills,Cantonese characteristics and types of classroom can learn something,but also learn some class is difficult to learn To the things: how to handle their own interests and the interests of the hotel,how to deal with interpersonal relationships between colleagues,how to adjust their attitude,let me know that as a waiter should have a strong sense of service.In a chat with a department manager,the manager mentioned the sense of service,I very much agree with his view: "Service awareness is not only requires the waiter to provide quality services to the guests the idea and desire,and should also have their colleagues the same "Yes,this is the"sense of service,"the real meaning,this is a true manifestation of the quality of the waiter.Making me from a fledgling students,gradually familiar with the hotel's organizational structure,personnel relations,corporate culture,but also I slowly adapt to this society.
I always proud to be able to do a service staff,because we are helping others every day,and guests here is a surprise to us,and we also found in the guests pleasant surprise in the rich life.We may not have a lot of money,but we will not be poor,because we are intelligent,informative,responsible,helpful,loyal and trustworthy,and we have a loving family,all of which,It constitutes our life today.In fact,the rich life is not hard to find,it is for us in every surprise for others.I am also pleased that the hotel staff are so warm and friendly,they are not because we are interns and indifferent to our blunt,while in fatigue,the colleagues of a sweet smile,a more mon "Hard"will make people moved,it seems that employees are most able to understand their feelings,because they can stand in the staff point of view of their own problems,because they are talking about "the hearts of ordinary people.