2021 College Student Hotel Management Major Internship Report

Internships allow people to get exercise quickly. As college students, they should improve themselves through practice. The following is the "2021 College Student Hotel Management Major Internship Report" compiled by me for everyone. It is for reference only and everyone is welcome to read it. 2021 College Student Hospitality Management Major Internship Report 1

1. Internship Overview

Before the internship, I always heard from teachers and seniors that most of our students majoring in tourism management go to hotels For work and internship, I didn't take it seriously at the time, but when I really faced it, I really felt like this. Looking back, from the interview to being admitted, I always needed the understanding and support of my classmates. In the end, I achieved my junior goal.

2. Introduction to the hotel

1. The four-star hotel has passed the xx international quality and environmental management system certification.

2. Located in the city center, surrounded by many famous attractions, companies and ministries.

3. High-rise guest rooms overlook the Forbidden City and Tiananmen Square. The guest rooms have all been renovated, are spacious, bright, well-equipped, and have separate shower rooms. There are special non-smoking floors, capital business floors and Forbidden City viewing rooms.

4. Wireless broadband Internet access can be used in the restaurants (lobby bar, coffee shop, Four Seasons Hall, Baoji Restaurant), conference rooms, banquet halls and business floors on the first and second floors. There is a special network center on the 18th floor, which provides Internet cafes and IT services.

The internship was really rewarding. Because the restaurant I was in was a coffee shop, a Western restaurant, so the most profound thing I felt was to learn English well. If you don’t know English well, you are nothing.

3. Internship goals: through internship in the hotel

1. Be familiar with the basic organization of the hotel and the basic work flow of each work organization;

2. Through your own efforts, practice all the theories and basic knowledge about hotel management that you have learned in school;

3. Improve your understanding and perception of management in practice;

4. Lay the foundation for future work and warm up before work;

5. Establish your own network of relationships, learn how to behave, and constantly discover your own shortcomings and advantages in actual work , use your strengths and weaknesses, and hope that you will continue to improve and develop better;

6. Learn practical knowledge at work that cannot be learned in school;

7. Learn how to You must have your own opinions and gains, and you must not be too indulgent. You must learn to get along well with your colleagues and realize your own position and ideals at work;

8. Feel the changes in society at work and make a good investigation for future development.

9. Go to Beijing to experience the cultural inspiration of Beijing.

10. Learn from other people’s experiences and the advantages and strengths of students from other similar schools at work, and finally find a working method that suits you and a development trajectory that suits you.

Finally, I hope that I will gain something from my internship. Don’t be arrogant, but work calmly and down-to-earth. You will be recognized and praised by others!

4. Internship Process

We passed the interview and signed an internship contract at xx Hotel.

I arrived at xx alone on the morning of x, x, and reported to the human resources department of the hotel alone. At that time, I really admired my ability. I was alone and not afraid of anything. I didn’t worry and just went to report. Maybe because of this, the hotel manager had a good impression of me.

The physical examination started on x, month x, and then continued intensive training for several weeks. By the end of the month, we were divided into departments. Maybe my English is better among our group of interns. So I was assigned to the Western restaurant and cafe.

I started working officially in March, and then started my own training in the restaurant. I felt that time passed too slowly at that time. I was busy training every day. Because I was new here, I had to endure a lot of hardships... ...No matter what, I keep telling myself that I must hold back and be strong. No one can save me, and only I can continue to sneak and succeed in my constant struggle.

X month was a turning point for me. I used to be a waiter, a waiter, and a buffet service. Then I was a reservation clerk, and then a waiter. I became a waiter in the restaurant. Tiger balm, wherever there is a need, I will be there. Wherever there is a problem, I will always assist the manager to deal with it. So although I am just a small intern, my value and ability are very valued by the managers. Although I don't have any honors, but I know my impact is there. Harvest is relative. Thank you manager for giving me so much trust and expectation. I know that in my future work, this will be a great wealth in my life. I am really grateful to those who have sincerely guided and helped me. , thank you! I will continue to take every journey of my own and continue to work hard in the future to successfully realize my ideals and values! ! 2021 Undergraduate Hospitality Management Major Internship Report 2

During my graduation internship at XX Hotel, I learned a lot and tasted a lot of bitterness and happiness. But I always keep in mind that internship is not a formal job; A learning process is "learning by doing." Whether it is joy or sorrow, experience or lessons, any knowledge, experience, or feeling is a gain. After a year of practical application, I have gained a better understanding of hotel management. I have a certain understanding of operation and have benefited a lot through practice. I have learned many skills in practice, including communication skills, intercourse skills, and sales skills; I have experienced the artistry of hotel management and the importance of rational utilization of human resources, and have gained A lot of valuable experience and wealth; I understand my own shortcomings and sum up my experience and lessons. In my future study and life, I will clarify the direction of my efforts, continue to increase my self-value, and lay the foundation for planning my career in the future.

1. Foreword

(1) Introduction to the internship unit

1. Internship unit: xx Hotel

xx Hotel is located in xx. It covers an area of ??nearly , built in strict accordance with the International Five Standards; the hotel has complete supporting facilities, complete service items, smooth overall building lines, reasonable layout, gorgeous and fashionable style, and luxurious style. It is an International Five Business Tourism Hotel with a strong sense of the times.

xx Enterprise was founded in xx. Ten years of development have created the entrepreneurial spirit of xx people with "innovation, pragmatism, pioneering and enterprising" and the development concept of "become stronger first, then become bigger". After ten years of ups and downs, xx catering has created miracles one after another. Currently, xx has five large-scale chain catering companies and one quasi-fourth hotel, with a total business area of ??more than 50,000 square meters. The daily passenger flow is firmly at the forefront of its peers, with With nearly 3,000 employees, it is the most ideal dining place in the minds of xx citizens. The company entered the hotel industry in xx and successfully shifted from the pure catering industry to diversified and group-based operations; after ten years of hard work, xx won the title of "International Famous Catering Store" ", "National Top 100 Catering Enterprises", "National Excellent Enterprises", "China's Top Ten Restaurants", "City Civilized Units" and dozens of international and domestic honors. Today, xx Hotel, a bright new international hotel star, is rising!

2. Internship Department: Catering Department

The Catering Department includes: xx, etc.

(2) Internship position introduction - xx cafe waiter

1. Be familiar with and master the working conditions of the restaurant;

2. Do a good job before and after work Prepare the hall, actively check whether the spare tableware is complete, and whether the utensils and necessary supplies on the dining table are clean and complete;

3. When working, you must be diligent with your mouth, eyes, hands and feet. , and understand the customer's mentality and needs in a timely manner, and provide services to the customer;

4. Must have solid business operation knowledge, master and remember the dining rules of each drink and food required by the customer;

5. Reception of customers should be proactive, enthusiastic, polite, patient and thoughtful, so that customers feel at home;

6. Greeters should take guests to their places. Waiters should take the initiative to pull up chairs for guests. , do a good job in reception;

7. Be good at using polite language to provide services to guests, be civilized and polite, grasp the principles, answer all questions, and be concise and concise;

8. Be good at Introduce and promote the restaurant's drinks and special dishes to customers;

9. Have a strong sense of work responsibility, the ability to handle affairs independently, report problems in a timely manner, and be good at asking questions before or after work .Report the opinions put forward by guests in a timely manner;

10. Cooperate with the foreman, obey the instructions of the foreman or above, be united and good at helping colleagues work;

11. Strengthen the study of business knowledge. Continuously master service skills and improve service quality.

2. Internship content

1. A-hour service in a Western restaurant

(1) Greet guests politely and ask how many people are dining. Summary of graduation internship;

(2) Lead and pull out chairs for guests and open napkins;

(3) Open menus for guests and introduce single-day special dishes and single-day soups;

(4) Order drinks and serve drinks;

(5) Order dishes (women are preferred, and should stand on the right back of the guest when ordering);

(6) Serve bread and butter;

(7) Change tableware for the guests according to the food ordered by the guests;

(8) Service dishes (same as above, same withdrawn);

( 9) Inspect the dining table and frequently replace ashtrays or plates with leftover food and unused tableware;

(10) Ask guests if they are satisfied with the quality of the main course;

(11) When After the guests have finished eating, clear all the plates on the table, along with the remaining food and used cutlery, use a clean napkin to sweep the crumbs on the table onto a plate, and put away the condiments on the table. It is recommended that Guests drink dessert wine or other types of drinks;

(12) Suggest desserts and write down orders;

(13) Serve desserts, coffee or add water;

　(14) Ask the guest if he or she needs anything else;

　(15) Confirm the guest's bill and checkout service;

　(16) Thank and bid farewell to the guest;

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(17) Organize and set up the table.

2. Buffet service

① Preparation work for the buffet:

a. Most of the work must be prepared before the meal, such as setting the table, working Replenish the table, put condiments, etc.

b. There should be a wider space around the buffet table to reduce the queues of guests. Secondly, the layout should be reasonable. If guests come in from outside, the layout of the buffet table should be The spoons, knives, spoons, and plates must be placed reasonably.

c. Food quality requirements are relatively high, and specifications must be unified, such as the thickness of ribs, etc. Otherwise, guests will have to choose, resulting in unhygienic and untidy conditions. .

d. Replenish food in a timely manner, but pay attention to hygiene and do not let guests feel that this is leftover food.

②Instructions for serving guests at buffets:

a .When the usher takes people to their seats, they should help pull the stool and inform the waiter of the number of guests.

b. The waiter opens the napkin for the guest, pours ice water or asks the guest what kind of drink he wants.

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c. Make a bill and write the number of people, table number, and name of the person handling it. d. When the guest goes to pick up the food, remind the guest to bring his valuables and fold the guest's napkin.

e. When the guest takes the food and returns to his seat, pull out the chair for the guest. f. Keep pouring ice water and changing the wine glasses for the guest.

g. The dishes that the guest has finished eating should be Remove immediately.

h. When guests go to get desserts, they should take away the main table knife and main table fork, and sweep the bread crumbs on the countertop with a clean cloth.

i. When a customer is having dessert, ask him if he wants coffee or tea. j. When paying the bill, read the station number clearly and double-check whether the number of guests is correct.

k. Check out Finally, thank the guest and come again.

③ Precautions at the buffet table:

a. Make preparations before the meal and prepare enough serving tableware.

b. Pay special attention to the heat preservation of food, especially Chinese food, such as soup, rice, noodles, etc.

c. The color and variety of food should be frequently changed and refurbished to make guests feel that the price is really good. Good quality and diverse varieties.

d. Replenish tableware in time, such as large dinner plates, dessert plates, etc.

e. Service tableware at the buffet table should be replaced frequently and kept clean.

f. The dining table should always be kept clean.

g. Pay attention to whether there is enough water in the Buffet stove.

h. After the buffet is finished, notify the kitchen immediately to take it back The food left at the food table is handled by the chef. 2021 College Student Hotel Management Major Internship Report 3

1. Internship Purpose

Before the internship, the college held a mobilization meeting for us to get internships. Judging from the current social employment situation, cultivating talents with practical skills is the teaching direction of our college for our tourism college classes. The college found the combination of theoretical knowledge and practical operation, and contacted the xx Resort Hotel for us. According to the school's teaching arrangements and the needs of the hotel, we arranged for us to go to the xx Resort Hotel on-site from x, x, 2021 to x, x, 2021 Internship allows us to understand the hotel's production and operation, organizational management process, hotel service and culture, and strengthen the integration of our hotel management theory and practice. Let us learn the service spirit in the hotel and cultivate our service awareness.

2. Internship content

(1) Overview of the internship unit

1. Introduction to xx hotel

xx.

2. Internship Department

The departments of xx Resort Hotel include: Human Resources Department, Sales Department, Front Office Department, Guest Room Department, Security Department, and Beach Comprehensive Entertainment Department. Based on the actual operating needs of the hotel and the total number of people in our class, the hotel human resources department arranged us to intern in the front office department, guest room department, security department, and beach comprehensive entertainment department.

In order to give us comprehensive exposure to the work of various departments of the hotel, during the six-month internship period, the hotel also arranged a rotation system and internship for some students, giving more opportunities to students who are interested in developing in the hotel. Understand and practice the work of various hotel departments.

(2) Internship work process

1. Pre-job training

The department where I did my internship was the housekeeping department at the beginning. Since we are on-the-job internship this time , that is to say, our work is the same as that of regular employees. In order that we can all officially take up our posts during the "May Day" golden week in the first peak season, during the day, our intern members of the housekeeping department were divided into two groups and followed different foremen to the guest rooms for practical training and proficiency; in the evening, we followed us Department managers learn the theoretical knowledge of housekeeping and the customer-facing knowledge that a housekeeping attendant should know.

2. Internship

Our internship hotel is a coastal tourist resort, and the tourism industry itself has obvious low and peak seasons. Therefore, our two-week training was conducted during the off-season in April. Precisely because our pre-job training is conducted in the off-season, our actual operation content is just familiarity with making beds. It was during the "May Day" golden week that a dirty room that a guest had just checked out was actually cleaned from the inside out to a clean guest room waiting for guests to check in. A few days before the arrival of this first peak season, we changed from the initial group training to several students (building owners) in charge of each building. There are about 18 or 20 guest rooms in one building. In addition, the foreman and veteran employees served as mobile personnel to go to each building to "support". During the short-term peak season of "May Day", we were able to quickly complete the room cleaning, ensure the quality, and have face-to-face contact with the guests. , serve customers patiently with a smile. These are things that cannot be learned in school.

After the "May Day" period, the following weekends were busy. During those busy days, we gradually became familiar with the procedures of making a house. The summer peak season is coming again. In order to achieve reasonable utilization of human resources, our department has begun to work in different shifts (morning shift, mid-day shift, evening shift) and officially entered the "employee" working state.

In the subsequent two rotations, the housekeeping department transferred some internship students in and out. Due to the tight schedule and the busy season, the transferred students started working directly without any training. However, Direct employment is not randomly assigned. The foreman of our department uses the "old interns" who stay in the department to lead the "new interns". Although job rotation will bring some inconvenience to the hotel, this inconvenience is only temporary. We New and old interns work together to achieve quality, speed and efficiency.

3. Internships in various departments

Since each student has a different career direction in the future, each student has a different degree of interest in different departments. In addition, after XX, the peak season begins to turn into the off-season. , in the last month, the hotel arranges for students to go to the department they want to go to for internship based on different positions.

3. Internship results and internship experience

During the six-month internship, I changed from a college student to a working social person. In addition to the transformation of this role, In addition to strong adaptability and positive and optimistic attitude, more importantly, it benefited from half a year of training and skill development. Being in society really made me realize what reality is. Complex interpersonal relationships have taught me to think twice before I do anything. It also allows me to constantly adjust my personal mentality in society and learn how to behave. Of course, during the half-year exercise, I was only given preliminary experience accumulation, which was not enough to move towards society.

IV. Opinions and Suggestions on Internships

(1) Suggestions for the College

1. The internship mobilization meeting should be detailed

Before the internship, we only knew about the internship. After we went to the internship unit, we felt that it was very different from the internship we expected and imagined. The students couldn't help but feel a little disappointed. It is recommended that the college's future internship mobilization meetings can provide students with detailed information. A little bit of information.

2. Teachers stay with us for a long time

During our pre-job training, the hotel’s comprehensive building project was not completed, so the hotel took the time for our pre-job training to be arranged To carry out the sanitation of the comprehensive building, this made the students feel very negative, and there were no teachers to accompany them. As a result, some students had nowhere to vent their emotions and made some extreme behaviors that were not conducive to the school and the internship unit. It is recommended that the college send Teachers are stationed to accompany you. Because the teacher is with you, you can at least provide students with correct ideological guidance.

(2) Suggestions for the hotel

1. Engineering issues of hotel guest rooms

In the guest room department, the most common complaint from guests is not our customer service Quality is not an engineering problem of the hotel. It is recommended that the hotel solve the engineering problems in a timely manner.

2. The hotel’s supplies

When we were building a room, due to the uneven supply of supplies, sometimes our work could not be completed in time. It is recommended that the hotel purchase items In terms of ensuring timely deployment.

3. Benefits to employees

During the internship, many old employees resigned before we left. They all said that compared with nearby hotels, the salary was too high. Low, poor remuneration, and insufficient benefits. It is recommended to improve employee benefits and care more about subordinates. 2021 Hotel Management Major Internship Report for College Students IV

1. Introduction

It is our junior year. With the end of our studies, we are about to face the challenge of employment. In order to better practice classroom knowledge and enhance Our practical ability and further understanding of society. The school arranged this internship so that we can master the theoretical knowledge of the hotel skillfully. For this reason, I conducted a two-month internship in the catering department of XX. I gained a lot and mastered many service skills and skills that cannot be learned in the classroom. work experience.

2. Internship time and internship unit

2.1 Internship time: x, month x, 2021 - x, month x, 2021

2.2 Internship unit: xx

At present, it is the only large-scale comprehensive foreign-related hotel in xx that integrates ethnic customs, catering, accommodation, fitness, leisure and shopping. The building is located in xx, adjacent to xx and xx bus stations. The total construction area is xx square meters. The building is xx meters high and has xxx floors. It has various standard rooms and suites*. All kinds of rooms are spacious in size, with reasonable layout, complete facilities, rich and elegant decoration, comfortable and pleasant. The building is equipped with central air conditioning and central audio. Satellite broadcasting and closed-circuit television systems and domestic and international direct-dial program-controlled telephones. The business center provides guests with fax, typing, copying and other services x hours. The music cafe and fitness center can provide guests with rest, fitness and entertainment. The top of the building allows guests to climb up and have a panoramic view of xx. It is a reception place that integrates dining, tourism, conferences, business and leisure.

3. Internship positions and content

3.1 Internship position: catering department service staff.

3.2 Internship content:

1. Be familiar with the basic situation of the hotel and its environment.

2. The distribution and functions of hotel public facilities and business premises.

3. The main services, special services and distribution of each service provided by the hotel.

4. The specific service content, service time limit, service department and contact information of each hotel service item.

5. The geographical location of the hotel, the distribution of transportation, tourism, culture, entertainment, and shopping places in the city where the hotel is located, and the ways and means to reach these places.

6. The hotel’s organizational structure, relevant functions of each department, subordinate organizations and relevant senior management personnel.

7. The hotel’s management objectives, service purposes and related culture.

8. Participate in the company’s job training, become familiar with your job responsibilities, understand the importance of this position and its position in the hotel, and understand the work objects, specific tasks, work standards, efficiency requirements, Quality requirements, service attitude and the responsibilities and scope of responsibilities that should be assumed.

9. Be familiar with the menu and drink brands, and memorize the varieties served every day;

10. Pay attention to discipline and service attitude, and understand employees' thoughts and emotions, business technical level and ideological style ;

11. Before starting the meal, check the table decoration, positioning of tables and chairs, and preparations before the meal. After the meal starts, check the waiter’s welcoming position. After the meal is received, check the placement of tableware on the counter. ;

12. Check the conditions of the hall, doors, electric switches, air-conditioning switches, and audio, and do a good job in safety and energy conservation.

4. Main gains and experiences from the internship

4.1 Internship gains

With the continuous development of xx, the hotel has gradually become an industry. Through this internship, I am more familiar with the operation, operation and management of hotels. Through this internship, I have a deeper understanding of hotel management and have my own insights and understanding of the hotel industry. More importantly, I have a new understanding of work, including service attitude, thoughts and emotions, business and technical level, etc., all of which have varying degrees of understanding.

4.1.1 Improvement of service skills

In this internship, I retrained service skills and service specifications, became more familiar with service work, and gained a deeper understanding of service. Understanding, service skills have been further improved. The service is more proficient and the service work can be completed skillfully. And can assist the hotel manager in the training work. Through the hotel's training, he will become more familiar with the drinks and dishes, and can familiarly introduce and sell the dishes and drinks to the guests. Of course, it should be stated here that xx is a halal hotel, there is no alcohol in the drinks, and all the dishes are also halal. This is why I am very grateful for the pre-job training. From this, I also deeply understand the importance of training for hotel employees. Training not only affects employees, but also affects the hotel.

　4.1.2 Improvement of professional ability

The accumulation of hotel training and internship experience has increased my employment opportunities after graduation, and my professional ability has been improved. In the process, my language skills have improved. Communicative skills, observation skills, memory skills, and adaptability have been improved.

　4.1.2.1 Language ability

The hotel industry is a service-oriented industry. In the service process, commanding language ability is an important factor for hotel employees to establish good relationships with guests and retain guests. An important tool and way to make a lasting impression. Language is not only a tool for communication and expression, it also reflects and conveys auxiliary information such as the hotel's corporate culture and the mental state of employees. If you want to gain controllable language skills, you must have a natural, smooth and amiable tone of voice, maintain a constant speaking speed, and be calm and polite at all times. We also need to use body language and gestures reasonably. Sometimes during the service process, too much language will annoy or disturb the guests, so body language must be used.

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