20 Weekly Diaries of a Chinese Restaurant Hotel Internship

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The weather was sunny on Thursday, February 20th

The first intimate contact

After all, it was the first time in life, although I have already heard about the hardships of internships. , but joy and excitement are inevitable.

New employee training is our first intimate contact with the hotel. The entire internship life seems to have opened a small gap, allowing us to continue to expand and experience it bit by bit. Everyone curiously kept looking in through the small cracks, wanting to see their internship experience in advance.

Grace is the first teacher who teaches us. As the name suggests, he is dignified and elegant. Everything he does is gentle, elegant, and generous. The volume and speed of speaking are well controlled. If we simply look at Grace's personal accomplishments and temperament, we would be wrong. Later, several female teachers we contacted one after another really let us know that this is the basic quality for working in the hotel industry. I suddenly thought of myself, and the association started. Wearing a uniform, a reserved smile, a soft speaking speed, and a standard standing posture. Haha, a little scary. Defeated by myself. In fact, this is a subtle influence. If you stay in a hotel for a long time, you will definitely be infected by the entire cultural atmosphere.

The first lesson is about the hotel overview. Grace introduced the overall situation of Jingmin Hotel in detail and patiently, giving us a basic understanding of it. The distribution of floors, the names of various business establishments, and business hours really confused us for a while. Grace was also considerate and told us not to worry, and we would understand better after we started working. So I looked forward to taking up the job inexplicably. I remember when I was a kid, I would desperately buy candies and eat them to collect candy wrappers, until I had tooth decay. While she shed tears due to toothache, she looked at the drawer full of candy wrappers and giggled. Think about it, now I want to work in order to understand the hotel better. It seems to be the same reason. I endured the hard days.

Friday, February 28 Weather Sunny

Nightmare of High Heels

There is a brand new pair of high heels under my bed, which are part of our uniform. I was assigned to be a receptionist in a western restaurant, and everyone said it was a great job. My uniform is also unique, a long black skirt, a white lace shirt, a small red bow tie, and a pair of high-heeled black leather shoes. The overall feeling is great after wearing it. This is the first time I wear these high heels, and I look taller even though I am tall. Because of this, I have a fondness for high heels.

Before I had time to take a closer look at this outfit, I was on duty. Another welcome guest, named SUNNY, looks somewhat similar to me. He has short hair and is tall. He is almost indistinguishable from behind. The first time she and I stood at the reception desk at the same time, Nico (a Japanese kid in the private room) stared at us for several minutes, but couldn't find the SUNNY he knew. He had no choice but to put his hand between us and make a hug gesture to see which of us wanted to hug him. When we reached out to hug him at the same time, he had no choice but to ask for help from his mother behind him. Haha, what a fate.

SUNNY carefully explained to me the work procedures, precautions, and the distribution of the entire hall. I started trying out a new position. Our job seems simple, lead guests to their seats. But there are a lot of details and techniques.

In the process of taking guests to their seats, you first need to ask them whether they smoke. Our restaurant is divided into smoking and non-smoking areas. As the name suggests, I must not bring guests who are not accustomed to smoking to the smoking area. Next, ask how many guests are dining. The seats in the restaurant are divided into two-seater, four-seater, and six-seater seats, which can be increased or decreased according to the needs of the guests. Ask the guest again if he wants a buffet or a la carte. These three links are the most basic procedures, and none of them can be missing.

But we need to use different service methods for long-term guests. The most important thing is to get to know the long-term residents and be familiar with their room numbers, dining habits, and personal preferences. Since these guests stay at the hotel for several months, you can't ask them the same questions every day. This requires establishing a customer history record of the restaurant in order to better serve them. The restaurant does this very well, as every staff member knows the hotel's long-term guests and their eating habits. There are many teachers you can ask.

For a novice like me, it is not easy to remember so many customers at once. So I created my own guest history file.

1066# German Aschenbach Company, looks like an old master, loves smoking and drinking coffee; 1358# Japan Airlines, Gaucho, with bird's nest-shaped hair, likes iced coffee and shrimp salad; 1365# Taikoo Aircraft Company, No. One look at the tall handsome guy... Every time I tell the guests their room number accurately, their surprised expressions make me very proud. "How do you know my room number?" "I just know that ."

Excellent memory makes communication between you and your guests smoother. Unknowingly, I fell in love with this position.

You may be surprised when you write this. It seems that the content has little to do with the high heels in the title. As I describe it, I am completely involved in my work. I also forgot to pay attention to myself, so that when I took off my shoes after get off work, I found that my heels were a bloody mess, no exaggeration. The leather shoes wore out my heels. The blood that came out was not cleaned up in time and stuck to the stockings. And because the feet have been elevated for a long time, the soles of the feet contact the flat surface like pins and needles.

It hurts so much, so sore, so tired.

Now the sight of high heels makes me tremble, it’s a nightmare. Or flat shoes are more practical.

A person's life is always affected by his mental state, and a person's actions are the external manifestation of his mental state. Therefore, if you want to be successful in study and career, the most important thing is to use I am in the best mental state. Just like inoculating yourself before coming to a hotel for internship, it will be very hard and tiring. You have to adapt to the environment instead of letting the environment adapt to you. Only by adjusting your mentality can you face work more peacefully.

The nightmare of high heels ended and my real internship experience began.

Saturday, August 8, the weather is sunny

Evaporated? Extraterrestrial visitors?

After a few days of following, I have gradually become familiar with the work of welcoming guests. Everyone has their own job in the restaurant. The waiter is mainly responsible for keeping an eye on the stage. As the name suggests, each person is responsible for serving customers in a small area. Of course, they must also keep an eye on the customers and not skip orders. Although this is a four-star hotel, there are very few guests who maliciously charge the bill, but there are also those who forget to pay the bill. The work of the waiter at the desk is very complex, and it may not be possible for him to be busy. So it was my duty as a greeter to help keep an eye on the guests.

Our current Western restaurant is the original lobby bar, with only one entrance and exit. In other words, guests must pass through me when entering or exiting. It feels a bit like one man is in charge and no one can open the door. Every time after guiding a customer to their seat, I will hand over to the waiter watching the table and tell them the customer's consumption type and payment situation. At the same time, I have to try to remember the appearance of the guests and their corresponding table numbers. This is a mentally taxing job.

"Where are the guests at table 3?" Lisa ran over nervously and asked.

"No. 3? Didn't notice. I haven't seen anyone here."

"The guest at table No. 3 has gone somewhere."< /p>

That’s too bad. I won’t be running out of orders again. Nerves suddenly became tense, cell activity intensified, and they searched rapidly in the brain. A middle-aged man, short, fair-skinned, wearing a black coat, a resident.

"You go to the sales office to verify it, and I'll look for it again."

Searching every corner of the lobby, the elevator entrance, the automatic turnstiles, and the front desk. Everyone wearing black became a target. Nothing is gained, could it be that the world has disappeared?

"Why didn't you place an order for Channel 8?" Another waiter came over and asked.

The stalls here have not been cleaned up yet, and something went wrong over there.

"There was no one sitting at table 8 just now. Did you read that wrong?" Before I could finish my words, I saw two people sitting at table 8, and they had already started eating.

Where did it come from? Why didn't I notice. I began to doubt my vision. Extraterrestrial visitors?

It seems that this small welcome desk is also so beautiful.

After placing the order in a hurry, we continued to look for the customer at table 3.

A customer came down from the elevator, and he was overjoyed as he met the basic characteristics.

You have to keep an eye on it now. You can't ask the customer to pay the bill at this time. If he comes back to continue dining, our behavior may be complained. This is only possible if you confirm that the guest is leaving. Helpless, we must remain unchanged to cope with the ever-changing situation.

I was fully focused as he walked straight to the front desk to go through some formalities. Don't you want to check out? Nerves were on edge again. Should I go up and let him pay the bill now, or? Wait some more. God bless. He turned back. A false alarm. I watched him return to his seat. Now that everything was safe, I breathed a sigh of relief. I just lowered my head to sort out the guest history files when another figure flashed by.

My god! He went out again. The moment the elevator door opened, I stopped the guest with the bill. "Sir, I'm sorry. Due to our negligence, we forgot to give you the bill. I'm really sorry." "Oh, I forgot about it too."

Successfully signed the guest's bill and verified the check-in signature, which was exactly the same. There is a sense of victory.

The above are some of my feelings during the internship process. Looking at the operation and management of this hotel as a whole, from my two-month internship, I can roughly summarize the following shortcomings:< /p>

1. The traditional attitude towards employees should be changed. People are the main body in management, and this is something that all managers should grasp. The superior-subordinate relationship in management is only a division of labor, not a relationship between domination and being ruled; on the contrary, modern management concepts tell us that management is a special service, and managers can only serve their subordinates well and help them. Only when subordinates make outstanding achievements at work can managers themselves have the performance of management. The operation and management of modern enterprises must adhere to the "three gods", namely: market, customers and employees! An old employee said to the leader in the hotel's bbs: "Be kind to employees, be a good leader, and remember, not all the machines you manage are machines." I think this may be what every employee wants to say to the leader. If so.

2. The company lacks a spiritual corporate culture that can unite people's hearts. A nation has its own national culture, and a company also needs its own corporate culture. The construction of corporate culture is not optional, but necessary for the survival and development of enterprises. When an enterprise faces various challenges, it requires everyone in the enterprise to work together and unite to overcome difficulties. For companies that have not carried out corporate culture construction, they are usually scattered, and everyone will think about their own thoughts when something happens, and no one has really thought seriously about the development of the company. In other words, they have not integrated themselves into the company. among. It can be seen that the construction of corporate culture is a necessary guarantee for the survival and development of enterprises.

3. The company lacks an effective incentive mechanism and promotion system. The hotel's incentive mechanism focuses too much on material incentives and ignores spiritual incentives. In fact, in addition to traditional rewards and punishments, there are many other motivation methods that our managers can learn from. Sometimes a smile or a compliment from a leader to an employee is more effective than a salary increase!

The above are some of my feelings and thoughts about this internship. As a feeling, it may have many subjective traces, but only employees can truly experience this feeling. Therefore, I hope that managers Before making a decision, in addition to considering the interests of the hotel and also considering the employees, only such a decision can gain the support of more employees. Finally, I would like to thank the hotel for providing such an internship opportunity and the teachers for their help. I wish the hotel will get better and better.