Heavy money for help

Survey Report on Student Internships in Hotels

Hotels are an important part of my country’s tourism industry. The quality of hotel service is the lifeline of the hotel. To improve the quality of hotel service, the key is to improve the most basic quality of hotel employees' civility and courtesy. Paying attention to civility and courtesy not only reflects the basic attitude of hotel employees towards guests, but also reflects the spiritual civilization and national cultural accomplishment of a country. Personally speaking, it is a measure of moral standards and self-cultivation. Therefore, hotel employees must attach great importance to the study and cultivation of hotel service etiquette knowledge, and all famous hotels are inseparable from supreme service.

Every hotel has several positions, and the requirements for each position are different. After investigation, the various positions in the hotel mainly include lobby, front desk, guest rooms, restaurants, bars, shopping malls, entertainment, etc., and each position has different requirements. The positions are also composed of small positions. For example, the waiters in the lobby include door attendants, gate security guards, baggage attendants, elevator attendants, hall cleaners, restroom attendants, etc. Among these service staff, there are many polite etiquettes that everyone should abide by. For example, the main responsibility of the door attendant is to greet guests at the door. During the service, they must be full of energy and greet them warmly and kindly. For every customer entering and exiting the hotel, the main responsibility of the gate security guard is to ensure the security of the gate and the surrounding area, as well as vehicle command and guest inquiry and reception. The gate security guard plays a very important role in the hotel. The safety and quiet life of a hotel are inseparable from the security guards. There are also waiters in other positions who have different responsibilities, but they all bring convenience to the entire hotel and bring prosperity to the hotel.

The hotel's main service desk is the "window" of the hotel and the "nerve center" of hotel management. It is also the only place where guests enter and leave the hotel. Therefore, whether it can provide The feeling of "feeling at home" when guests come and the thought of "missing home" when they leave depend to a large extent on the service quality of the front desk. Therefore, front desk service is the center of the entire hotel's economy and reputation. point.

The service personnel at the front desk include receptionists, information clerks, room reservation clerks, checkout clerks, foreign currency exchange clerks, business center attendants and telephone operators. The receptionist plays a big role in front desk service. When you receive guests, you should not only handle one, receive another, and greet the next. This principle, but also serve every guest enthusiastically. When the hotel is full, you should take the initiative to recommend other hotels to the guests, and when you have received a guest, you should carefully save the guest's file so that you can provide targeted services at the next reception. Only In this way, customers will exclusively favor the hotel. Of course, the feeling of "feeling at home" and "missing home" is inseparable from the service staff in various positions in the hotel.

Since it is a hotel, there will be guest rooms, and the guest rooms are mainly a resting place for guests. The quality of the rooms is related to the mood of the guests staying in the hotel, and provides guests with a warm, comfortable, quiet and safe living atmosphere. It is very important, and it must also be based on the customs of hotel guests. For example, Koreans like to be single and hate single-numbered rooms. Therefore, when preparing rooms for Korean guests, it is necessary to avoid rooms with even numbers. In addition, all facilities in the room prepared for guests should be checked before the guests move in to avoid unnecessary losses and misunderstandings to the guests.

The restaurant is an important department in the hotel. It is the main place for guests to dine. It is also one of the departments where the hotel obtains the most economic benefits and the greatest flexibility. Its service feature is that the waiter directly provides guests with the opposite service. The service is large in quantity, takes a long time, and has many demands. In order to meet the different needs of the guests, we must provide delicious food and satisfy the guests.

In addition, a hotel cannot do well without one major factor: smile. As the ancients said: "No store can be opened without a smile." Smiling can win over businessmen and friends and produce maximum economic benefits. Therefore, it can be said that laughter is the magic weapon for managing a restaurant and the key to success for an enterprise.

So far, there are many hotels in our city, and there are also many famous ones, such as Fuzhou Hotel, West Lake Hotel, etc. The reason why they are famous is, I think, because of everyone in the hotel. Excellent service from the staff is inseparable.

Finally, I wish our city’s hotels and restaurants can prosper and make new contributions to our country’s tourism industry.

Tourism market status survey report

Author: Chen Yi

In the past 20 years of reform and opening up, my country's tourism industry has made great progress and realized the transformation from tourism to A historic leap from a resource-rich country to an Asian tourism power. From the perspective of domestic tourism revenue, the 14-year data from 1985 to 1998 shows that, except for 1989, the growth rate has been maintained at a double-digit, triple-digit rate for 13 years. In 1999, there were 27 million overnight arrivals, and the number of foreign tourists reached 8.4 million, an increase of 18% over 1998, and an increase of 13% over 1997, the highest year in history. The foreign exchange income from international tourism exceeded US$14 billion, an increase of 13% over 1998 The annual growth rate is about 12%, achieving the "Ninth Five-Year Plan" target ahead of schedule. Domestic tourism is booming and has a good momentum. The number of domestic tourists throughout the year is expected to reach 710 million, and domestic tourism revenue exceeds 280 billion yuan. It has played a role in stimulating domestic demand and active The market plays a role in stimulating the economy. The national international and domestic tourism can exceed 400 billion yuan, an increase of about 17% compared with 1998.

The World Tourism Organization predicts that the prospects for international tourism will continue to be promising. Tourism will become the world's number one industry in the 21st century. By 2001, the number of global tourists will reach 1.5 billion, and the total revenue will reach 2 trillion US dollars. According to the survey report of the World Tourism Organization, whether it is an industrialized country or a developing country, the status of tourism as a pillar of the economy will not change. Take this year as an example. Driven by a series of new tourism products such as holiday travel, the tourism industry has continued to maintain the rapid growth trend since last year. According to statistics, as of the first quarter of 2001, the growth rate of inbound tourism revenue has been maintained for five consecutive quarters. At more than 14%, tourism foreign exchange earnings increased by 17% over the same period last year, an increase of nearly 9 percentage points. In terms of domestic tourism, due to the active efforts of tourism enterprises and the extension of holidays, the market size continues to expand. Preliminary forecasts from the tourism department indicate that this year, the country will The number of people traveling during the May Day holiday was around 46 million, and 100,000 people traveled abroad, which greatly exceeded the number during this year’s Spring Festival and last year’s National Day. Among them, 1.78 million people traveled out of Beijing during the May Day holiday, and 1.78 million people traveled to Beijing from other places. There are nearly 3 million tourists. All tourist hotlines and major scenic spots across the country were full with tourists. Even scenic spots in western regions such as Shapotou in Ningxia, which had been relatively quiet in the past, were extremely popular.

Although the market prospects are very attractive, there are serious problems in my country's tourism industry. This is mainly reflected in: first, the tourism infrastructure is relatively weak; secondly, there are more than 6,000 travel agencies nationwide, but the scale of the enterprises is small, the management is scattered, the system is inactive, the marketing methods are lagging, and the level of technical support and networking is low , the market is not yet standardized. Most travel agencies operate in a "small workshop" style with only a few employees and low service quality. On the surface, these travel agencies belong to different industries and departments, and the relationships are intricate. China National Travel Service, Youth Hostel and The three backbone travel agencies of China Travel Service only account for 30% of the market share; thirdly, product innovation is insufficient. Small travel agencies are unable to develop new products, and large travel agencies have no motivation to innovate. Finally, in the absence of product innovation, the current tourism market Competition is a single price competition, which is a low-level vicious and disorderly competition. Vicious price competition ultimately leads to the loss of industry interests and the decline in the quality of services that consumers should enjoy.

The only way to change this market situation is product innovation and investment for the future. For companies, it is necessary to consider changing the product innovation cycle. Under the traditional business model, product provision is based on physical outlets and is conducted in a point-to-point (person-to-person) manner. In this case, market demand is dispersed and it is difficult to produce economies of scale, which restricts the development, promotion and sales of new products, and prolongs the product innovation cycle and promotion and sales cycle. I believe that the Internet provides the possibility to change the product innovation cycle, mainly because the Internet can focus on demand and quickly analyze and respond to demand. Concentrated demand can produce scale effects, allowing demand to be expressed at one level, and at the same time prompting companies to develop new marketing methods, achieving the development and rapid promotion and sales of new products.

After joining the WTO, the tourism industry will be opened to the outside world. A large number of foreign companies will surely enter the Chinese tourism market, and Chinese travel agencies will face more intense competition. First of all, it will further intensify the competition among travel agency companies whose passenger source market is in a buyer's market, making the travel agency companies that are already operating at a low profit "eventually worse".

Secondly, foreign-invested travel agencies have many benefits and advantages, which will attract talents from existing travel agencies. The travel agency industry will be "polarized" and some travel agencies may be squeezed out of the market. Third, foreign tourism companies are far stronger than domestic companies in terms of economic strength, operating mechanisms, and personnel quality. Some domestic travel agencies that are weak, have backward mechanisms, scattered operations, and have no characteristics will face elimination. Fourth, foreign-funded travel agencies can provide one-stop services to overseas tourists in an attempt to monopolize all profits, while it will become more difficult for domestic travel agencies to organize overseas groups. Finally, the high degree of development of foreign tourism e-commerce is far beyond the development of domestic tourism e-commerce. Therefore, relying solely on the traditional products, marketing, and business methods of current travel agencies will not be able to cope with the competition from foreign companies. We must develop e-commerce as soon as possible, change the original business methods, develop new products, and improve the quality of personnel