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Tourism management department xxx-xxx hotel internship report (graduation thesis format)

From xx, xxXX to XX, xxxx, I served as the position of xxxx at the front desk of xxxx Hotel, knowing the hotel management structure, being familiar with the hotel environment and facilities, and at the same time, I carried out professional practice, consolidated my professional knowledge and found the connection point 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:

Xxxx hotel, hotel representative, internship, work

catalogue

Abstract 1.

keyword ................................................................................................................................................................................

Directory 2

introduction

I. Preface

(1) Introduction of internship unit

1. Internship location: xxxx Hotel

2. Internship Department: Concierge Department in Front Office

(2) Introduction of internship positions

Two. Practice content ... Practice content ... Practice content.

(1) Daily work of hotel representatives

(2) VIP/VIP reception of hotel representatives

(3) Work of hotel representatives during the exhibition.

Three. The main harvest and experience of internship

(A) the internship harvest ........................................................................................................................................................................

1, the improvement of service consciousness ................................................................................................................................................................

2. Improve the service level

3. Improvement of English level

(2) Internship experience

1. Internship is not about experiencing life. ...............................................................................................................................................................

2. Internship is a process of contacting the society. ...................................................................................................................................................................

3. The relationship between internship and xxxx hotel

4.6. Internship and Employment

Four. Internship ideas and suggestions

(A) internship ideas

(2) Personal suggestions

Reference 8

Thank you ... thank you ... thank you ... thank you.

Xxxxxx hotel internship 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: xxxxxx Hotel

Xxxxxx Hotel-located in xx Road, xx City, xx Province, is a xxxxxx hotel built according to the X-star standard. The hotel is backed by the lush xxxxxx and faces XXXXXX. The overall area is 200,000 square meters and the construction area is 78,000 square meters. 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.

Xxx Hotel was built by xxx Group with a huge investment of about xx billion yuan, giving full play to the functional advantages of "business, vacation and conference". While improving the supporting facilities of xxxx real estate, it calmly carried out business and vacation activities and promoted the continuous improvement of the brand quality of "Give you a five-star home".

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 xxx 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 down 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.

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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, guests came from all over the world, and asked us to introduce them in English, accept their advice on information such as the guild hall, weather, geography and shopping, and publicize the image of xx 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 xxx hotel

As a member of the hotel, wearing a uniform should safeguard the rights and interests of xxx 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 xxx 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

Preliminary contact with the hotel industry and xxx hotel, found that the large turnover of personnel is the 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.

Xxx Hotel is a newly-built foreign-related X-star hotel with a history of more than two years, and there are more or less shortcomings in management. 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 xxx Hotel at that time, so 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.

Xxx hotel management system is dense and sparse, and the attendance system is not rigorous 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.

(2) Personal suggestions

Xxx Group already has a perfect reserve cadre system. Only by continuing this system and improving the entry threshold of hotels can we find competent and qualified employees. This can improve the human resources situation, improve the overall quality, mobilize the enthusiasm of employees, improve work efficiency and increase hotel income.

The human resources department of the hotel can collect the business data of all departments in a unified way, make complete training materials and hotel information, distribute them during employee training and update them in time. All departments of the hotel should communicate more, unify the hotel information as much as possible, and deliver it in time to avoid poor or late information. This is a necessary measure to improve hotel service quality, improve work efficiency, solve departmental disputes and shape hotel image.

In terms of training, aiming at the problem of high employee mobility, I hope that the human resources department can arrange training time according to the situation of new employees and the operation of the hotel in the current month, assign special personnel to carry out training, and track the work and life of new employees in real time after they work, so as to strengthen their professional quality.

There are many experts in English, Japanese and etiquette in the hotel. It is hoped that the hotel can regularly arrange employees to participate in intensive training in applied English, daily Japanese and international etiquette, so as to improve the service quality of employees and provide more thoughtful services for guests.

refer to

1 Zhao Xiping Human Resource Management of Tourism Enterprises Nankai University Press

2 Zheng et al. Hotel Management Tsinghua University Publishing House.

3 Zhang Si Chengdeng. Modern Hotel Management Shanghai People's Publishing House

4 xxxxx hotel website

thank you

Thank you, director-XXX, who has been training and educating our department head. Thank you for your busy schedule to contact the internship unit for us and guide our internship. Thank you for pointing out the way and direction for our social practice and future work.

Thank you, Mr. xxx, the instructor of our XXX hotel internship group, for your persuasive teaching and meticulous care during our internship.

Thanks to all the teachers in our tourism management department, their teaching laid a good foundation for our professional study, introduced our experience, gave us psychological counseling and provided us with a good learning environment and atmosphere.

Thank xxx hotel for giving me this internship opportunity, which provided me with the opportunity to improve my ability and practical experience after studying. Thank you, Mr. xxx, the manager of the front office of xxx Hotel, for your training, Mr. xxx, the manager of the concierge for his teaching, all the leaders and colleagues of the concierge for their help, and all the people in xxx Hotel who care about and help me. Thank you for letting me practice, gain good popularity, and let me learn to be a man and do things.

Thank you to the other three students who worked as interns in xxx Hotel with me. They have taken care of me like brothers and sisters in recent months, which makes me feel very warm.

I also want to thank my relatives who silently support and care about me behind my back. With their support, I have greater motivation to struggle. I will definitely work harder in the future, make achievements in my work and make them proud of me.

There are other respectable teachers, classmates and friends who have given me wordless help. Please accept my sincere thanks! At the same time, I wish the xxxx Department of xxxx College of XXXX University will cultivate more and better talents!

Xx undergraduate x class xxx

Xx，xx，XX，XX