Practice experience of hotel management specialty

In this internship, I retrained my service skills and service standards, became more familiar with service work, got a deeper understanding of service and further improved my service skills. More skilled service, able to skillfully complete the service work. Through hotel training, I am more familiar with drinks and dishes, and can introduce and sell dishes and drinks to guests. And with the improvement of service skills, the work efficiency of employees is improved, work mistakes are reduced, and more thoughtful and convenient services can be provided for guests. As Yantai is a tourist city, Longkou is a place where tourists gather every summer. In order to provide more thoughtful and better service to guests, the hotel specially trained some basic tourism knowledge of xx scenic spot and the routes of tourist attractions near xx. Of course, this also verifies the correctness and importance of this training in future service. Guests have learned about the customs and tourist attractions of xx more than once, and our thoughtful service has won the praise of guests more than once. The accumulation of hotel training and internship experience has increased my employment opportunities and improved my working ability after graduation. In this process, my language ability, communication ability, observation ability, memory ability and adaptability have all been improved.

(1) Language proficiency The hotel industry is a service-oriented industry. In the process of service, mastering the language ability freely is an important tool and way for hotel employees to establish a good relationship with their guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects and transmits auxiliary information such as hotel corporate culture and employees' mental state. If you want to master the language ability freely, your intonation should be natural, smooth and kind, your expression should be uniform, and you should be calm and polite at all times. Pay attention to the object of conversation, that is, the identity of the person and the psychology of the guest, and adopt appropriate language. As the saying goes, "people talk and dream and talk nonsense." There is also a very important aspect of language expression, that is, when talking with guests, we should pay attention to whether the sentence composition is accurate and whether the part of speech is misused, that is to say, we should speak logically, not incoherent, wordy, causal and easy to be regarded as guests. We also need to use body language and gestures reasonably. Sometimes, in the process of serving, too much language will make guests feel bored or disturb them, so we need to use body language and gestures or eyes. At this time, body language, gestures and eyes can often provide more satisfactory services to guests.

(2) Communication ability Because the hotel is a welcoming industry, it receives many different guests every day. There are old customers and new customers. How to retain these customers depends largely on the communication ability of hotel employees. Although the hotel has a special marketing department to sell and attract customers, as a member of a restaurant, especially the supervisor and manager, we must have our own regular customers. Therefore, we should exercise our communication skills from now on and prepare for future work. The first impression is in interpersonal communication. Therefore, elegant appearance, sincere smile and meticulous manners are the keys to leaving a good first impression on guests. Treat every guest sincerely. When guests come to the hotel for the first time, everything in the hotel is strange, and people tend to be wary of strange things. At this time, it is necessary to communicate with the guests with sincerity, gain the trust of the guests, provide powerful choices and services to the guests like friends, let the guests feel your thoughtfulness, and he will naturally trust you, so as to become your customers one step further. The establishment of interpersonal relationships should also run through. Every hotel employee should persistently establish good interpersonal relationships with guests, and should not neglect the guests because of his temporary mistakes and poor thinking, thus ruining the good interpersonal relationships established by himself and other employees with guests at other times.

(3) Improvement of observation ability The essence of observation ability lies in being good at thinking what the guests think, putting themselves in their shoes, and delivering the service in time and properly before the guests make any noise. . It is necessary to make the guests feel that the service of the hotel staff is everywhere, but also to make them feel at ease and that the free space is respected. The intimate service of the hotel can always be realized. Good at observing the guest's psychological state, the guest's psychology is subtly reflected in the guest's words and deeds. While observing those vocal languages, hotel staff should also pay attention to guessing the subtle psychology of guests through their behaviors, actions, manners and other silent languages. By doing so, your service will surely win the praise of the guests.

(4) Memory ability Catering services involve many information that waiters need to keep in mind, such as dishes, styles, tastes, prices, years, degrees, types and prices of drinks, as well as hotel facilities, hotel information, hotel surrounding information and so on. All these need to be kept in mind by the waiter, which requires employees to have a good memory, so as to provide the services needed by the guests in time and accurately. In addition, if we can correctly remember the guests' hobbies and provide them with quality and meticulous services, guests will feel respected and valued, and feel the significance and value of their existence, which will help them to have a good impression on the hotel.

(5) adaptability: you can meet all kinds of people in the hotel, and of course you will meet all kinds of emergencies and contradictions, which requires good adaptability. In case of unexpected events, hotel staff should quickly understand the causes of contradictions and the motives of guests, and guide them in good faith. Persuading guests to discuss and solve calmly in a restrained and polite way is often a "sedative" to calm their anger. As soon as possible, take various methods to solve contradictions quickly, so that guests can get satisfactory answers. And try to minimize the impact of things and establish a frank, generous and friendly service attitude in front of other guests.