Three sample hotel training reports

# internship report # Introduction Through hotel training, I realized that carelessness still happens to me from time to time. The most important thing in working in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level still needs to be improved to facilitate communication with guests. On the other hand, it is also necessary to have a proper understanding of other foreign languages ??and foreign cultures. None I have compiled "Three Examples of Hotel Training Reports" for you. I hope it will be helpful to you!

Part 1

After these six and a half months of practical application, we have a certain understanding of the hotel's business operations. Through practice, we have benefited a lot.

I learned many skills in practice, including communication skills, interpersonal skills, and sales skills; I experienced the artistry of hotel management and the importance of rational utilization of human resources, and gained a lot of valuable experience; understand He recognized his own shortcomings and summed up his experiences 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. Introduction to the internship unit

Beijing xx Center is affiliated to Beijing xx Center. It is a quasi-four comprehensive hot spring resort hotel with complete facilities and complete functions. The Beijing Municipal Government Conference Procurement Fixed point unit.

The hotel has nine conference rooms of various specifications, which can meet the meeting requirements of 10-500 people. The conference room can accommodate 500 people and can provide large stage, lighting, audio equipment, audio and video, and slide projection. , LED monogram display, tea breaks and other services. It is an ideal place for you to host various conferences, academic exchanges, teaching and training, large-scale performances, various banquets, press releases, exhibitions, auctions and other activities.

The hotel has various luxury restaurants, banquet halls, buffet restaurants and VIP rooms, which can accommodate 700 people for dining at the same time. The restaurants mainly serve authentic Sichuan, Shandong, Cantonese and other cuisines, supplemented by farm dishes, home-cooked dishes, etc. Dishes and raw materials are all made of green organic food, reflecting the concept of ecological health and wellness. The high-quality roasted whole duck and special braised pigeon are uniquely prepared, with novel flavor and a lingering fragrance that will surely leave you with endless aftertaste.

The hotel has a total of 107 deluxe standard rooms and suites, with elegant interior decoration, broadband access and other services, and high-end and complete facilities. It is your choice for stay and rest.

The hotel's recreation and leisure center has complete entertainment facilities, including hot spring swimming, bathing, performing arts, and self-service. There are also Internet cafes, bowling, billiards, table tennis, tennis, KTV, fitness and other projects under construction in the second phase, which can meet your various leisure needs.

The hotel is located in Changyang Town, Shengxing, Beijing. It is adjacent to Asia's fishing garden Bixi Fishing Garden and Changyang California Water County Golf Course in the east; it is close to Beijing Liangxiang University Town in the south; and there is the natural oxygen bar Fangfangshan in the west. National Forest Park, the geological wonders Shihua Cave, Silver Fox Cave, Xianqi Cave, Shidu, a small Guilin in the north, Yunju Temple, a famous temple in the north, the Zhoukoudian Peking Man Site, where the ancestors of mankind lived, and other tourist attractions; in the north there is a world-famous tourist attraction under construction The outlet super large leisure hot spring shopping mall is a good place for your travel and vacation.

The hotel has a superior geographical location and convenient transportation. It is only a 30-minute drive from Beijing West Railway Station and Liuliqiao Transportation Hub, which can greatly save your precious time.

II. Main gains and experiences from the internship

(1) Internship gains

1. Improvement of service awareness

For hotel and other services From an industry perspective, service quality is undoubtedly one of the core competitiveness of an enterprise and the lifeline of the enterprise. 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 more respected. Rong, establishing a good brand and image for the company, through training organized by the hotel and intensive exercises in daily departments, I have exercised my service awareness and developed a good habit of smiling when facing guests; I have learned to use standard etiquette and politeness. Hospitality; understand the importance of learning a foreign language well.

2. Improvement of service level

After more than six months of hotel internship, we have a certain understanding of the basic business and operation of the hotel. Politeness is a comprehensive It is a concentrated reflection of quality, especially in hotels. You must dare to say hello to people, and in the process of saying hello to people, you must also achieve three things: speaking well, seeing well, and being spiritual. No one can be missing. We must do our best to meet the guest's requirements. Even if there are some things that are not within the scope of our responsibilities, we must try our best to convey them to them. Even if some requests are unreasonable and cannot be fulfilled, we must reject them in a tactful tone and help him find other solutions. method.

What impressed me most was the service provided to the hotel’s foreign customers (mostly from Honda, the hotel’s major customer). They usually don’t speak English well, so we have to learn from their actions. He guessed what he wanted to do in just a few words and helped him get it done quickly. For example: when a guest says AIRPORT in broken English, it must be guessed that he is thinking of the airport and wants us to arrange a free drop-off service. The next step is to provide them with a ride reservation form and accept his information before handing it over to the supervisor to arrange the ride...

3. Improvement of English proficiency

In the hot springs of Zhunsi In conference star hotels, practical English application skills including listening, speaking and writing skills are particularly important. In the process of contacting guests from all over the world, English has played an important role as an international language. Without it, I would not be able to communicate with the guest, let alone serve him or her. During the trade fair, guests came from all over the world and were not familiar with the hotel. They asked us to introduce it to them in English, accept their consultation on the venue, weather, geography, shopping and other information, and promote Guangzhou and the hotel to the guests in a timely manner. image.

(2) Internship experience

1. Internship is not to experience life

The internship took up the last summer vacation in our university, but this is different from the past. Different from summer jobs, during the work process, we do not simply sell our labor in exchange for remuneration, but treat ourselves as a member of the hotel, working closely with colleagues in various departments to maintain the hotel's image and create benefits.

During the internship process, we will not receive special courtesy because we are still undergraduate students. Like other employees, we will start to understand the basic knowledge of the hotel and our own work. If we occasionally make mistakes, no one will Favoritism.

2. Internship is a process of contact with society

Through this internship, I have a relatively comprehensive understanding of the hotel’s organizational structure and business operations, and have come into contact with all kinds of guests. I have met many good colleagues and friends, who have given me a deeper understanding of society, broadened my horizons, and taught me how to adapt to society and integrate into society.

3. The relationship between the internship period and Beijing xx Hot Spring Conference Hotel

As a member of the hotel, when wearing a mask, you must safeguard the rights and interests of xx Hotel at all times, and be responsible for yourself and The hotel is closely connected, you must be familiar with the hotel's information, and you must represent the interests of the hotel in everything you say and do, always promote the hotel, and improve the image of the hotel and yourself.

4. Internship and employment

During the internship process, I got in touch with society in advance, realized the current employment situation, and made advance planning for my future employment plan. .

Through this internship, I discovered the compatibility between myself and the hotel, which provided a guide for my employment direction. In addition, the talent training system of Beijing xx Hot Spring Conference Hotel provides us with a large number of learning opportunities and employment opportunities. An internship is actually a practice for employment.

III. Internship Ideas and Suggestions

(1) Internship Ideas

After initial contact with the hotel industry and Beijing XX Hot Spring Conference Hotel, I found that the large turnover of personnel is industry-wide problem. The quality of employees in the hotel industry varies, ranging from middle school education to postgraduate education and even higher education; at the same time, the age span of employees is very large, the youngest has just turned 18, but the average employee in some departments is already over 50 years old. .

Differences in age and education level determine differences in efficiency in hotels. For example, the English proficiency of room attendants is generally not high. When guests need certain room services, they often do not understand their requirements and have to ask colleagues at the front desk or service center. For help, passing the phone around wastes time and causes customer dissatisfaction.

The hotel industry is an industry that requires teamwork. Any service a guest needs cannot be completed by one person. From the moment a guest makes a reservation, we begin to serve him. From reservation to reception, to check-in, to catering and entertainment, to check-out and departure, everything is inseparable from the communication and cooperation of various departments.

Beijing xx Hot Spring Conference Hotel is a new foreign-related fourth hotel with a history of only more than two years, and there are more or less some management shortcomings. The hotel's internal responsibilities are unclear and management is chaotic, which can easily lead to departmental disputes. For example, both the housekeeping department and the concierge department can provide guests with the return of laundry. When guests call to inquire or complain when they do not receive the laundry within the expected time, quarrels often arise because of the pursuit of responsibility, which damages the relationship between departments and affects efficiency.

Poor communication and insufficient team cohesion. Some departments of the hotel do not work 24 hours a day, such as the reservation department, sales department... and there happens to be no certain tacit understanding and corresponding response mechanism between various departments, which resulted in the guest information not being updated in time and delaying the pick-up and airport services. , baggage transportation and other incidents.

The hotel information is not unified and there is no complete training system. Due to the shortage of manpower, I started formal work on the first day at work. However, I knew almost nothing about the hotel at that time. I could only start to understand from some information provided by the department. As for the building structure of the hotel and other departments, Business conditions, etc., are slowly accumulated by asking colleagues around me at work. Since the hotel's information is compiled by each department, it is inevitable that there will be some discrepancies in some contents. For example, the operating time of the Airport Express from the hotel to the airport. The time displayed by the concierge department and housekeeper department is different. In actual application , my colleagues told me that the time has recently been changed and there is a new schedule...

We did not conduct induction training with the human resources department until more than a month after joining the company. At that time, the training hotel still did not provide us with Uniform training materials were provided, but the training was not targeted and spent a lot of time on etiquette and politeness, but at that time we had repeated it many times in meetings organized within the department. In addition, the Human Resources Department organized the training at a time when various departments had heavy tasks. During the four days of the training, new colleagues asked for leave every day and were unable to participate in the training, which greatly reduced the effectiveness of the training.

The hotel’s Beijing XX Hot Spring Conference Management System is dense and sparse, and the attendance system is not rigorous enough. Leaders and colleagues often arrive late and leave early, or punch in and out of get off work cards for others.

Of course, I also had shortcomings in this hotel internship. I was not familiar enough with the department’s business during my work, and I could not adapt at any time and quickly provide accurate information to guests. Carelessness still happens to me from time to time. The most important thing when working in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level still needs to be improved to facilitate communication with guests. On the other hand, it is also necessary to have a proper understanding of other foreign languages ??and foreign cultures.

(2) Personal suggestions

xx, a subsidiary of the Gas Development Company, already has a very complete reserve cadre system. Only by continuing this system and raising the entry threshold for the hotel can we discover capable people Quality staff. This can improve the uneven human resources situation, improve the overall quality, increase employee enthusiasm, improve work efficiency, and maximize hotel profits.

The hotel’s human resources department can collect business information from each department to produce complete training materials and hotel information, which can be distributed during employee training and updated in a timely manner. All departments in the hotel should communicate more, try to unify the hotel information and materials and deliver them in time to avoid information blockage or late information. This is necessary to improve the hotel service quality, improve work efficiency, resolve departmental disputes and create a hotel image. measure.

In terms of training, in view of the problem of high employee turnover, we hope that the Human Resources Department can arrange training time based on the number of newly hired employees each month and the business conditions of the hotel that month, and dedicate personnel to conduct training and provide guidance to employees. Then track the work and life of new employees in real time to strengthen the professional quality of new employees.

1. The hotel has many experts in English, Japanese, and etiquette. We hope that the hotel can regularly arrange for employees to participate in relevant intensive training in applied English, daily Japanese, and international etiquette, so as to improve the quality of employee service and provide guests with Provide more thoughtful service.

2. Check flight information, determine time and arrival status, and report to supervisor for vehicle and personnel arrangements.

3. Bring all the necessary items and get out of the car, finally confirm the flight arrival time and exit at the airport (station), and arrive at the exit in advance to prepare to greet guests.

4. Receive the guest, confirm their identity, and then take them back to the hotel by car to arrange registration and check-in.

5. Provide guests with consultation, storage and other concierge services at the concierge counter.

Part 2

After more than two years of study and accumulation, finally in XX, I started a new journey in life - internship. As a student majoring in secretarial work, I chose a hotel receptionist that is closer to my major as my internship position.

When I first arrived at the hotel, I was very excited. After all, it was my first time to really step into social work. I felt fresh and curious about everything. But when I officially started working, I realized that this job is very difficult. It's hard work, but it also benefits a lot.

As the face of the hotel, the front desk is the first department to have an impact on guests and provide services. A hotel's efficiency and profit creation basically start from here. Therefore, generally speaking, hotels have higher requirements for front desk staff, and they usually require English to pass CET-3.

The work at the front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes answering questions for guests, helping guests handle service requests, transferring calls, and calling taxis. services and air ticket booking business. In addition, the front desk is the department that guests have direct contact with, so many of the guests' requests are not made directly to the floor attendants, but to the department they contact first - the front desk. Therefore, the front desk also serves as the coordination center for the entire hotel. The requests of guests are basically the same. A hair dryer is missing, a towel is missing, a clothes hanger is needed, etc. These are usually trivial matters, but some guests will make trouble unreasonably. For example, when booking air tickets, the guest himself said that he would order three to go to Beijing. The ticket was signed by the guest himself, but when our front desk staff helped book the ticket for the guest, the guest refused to admit that he had booked three tickets and asked us to refund the cost of the extra ticket. Although it was not our fault because he had his own signed confirmation, the lobby manager still asked us to admit our mistake and refund the ticket money. I was very angry at the time, but as the saying goes: "The customer is God" and "The customer is always right." This is a well-known business motto in the hotel industry, and I have deeply realized it.

The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated and has one day off per week. Except for the overnight shift, which has two people, the morning shift and the middle shift each have three people. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and sell, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly.

Internship is a good platform that allows us to have a new understanding and understanding of society. Only by experiencing it in reality can we understand that this society is so complicated and far less beautiful than we imagined. .

During my internship in the hotel, there was a time when I found that my thoughts and opinions were so naive, but then I slowly let go. In college, we are just a piece of blank paper. Only through internship can we appreciate society and life. In this humble position at the front desk, I can feel the human relations and principles in society. I am accumulating social experience and learning how to deal with the world bit by bit. Tao, understanding the complexity of interpersonal relationships is the most valuable part of the entire internship process. Throughout the internship process, I not only saw the good side of myself, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to things that I had never paid attention to.

Obviously, the workload at the front desk is huge, and when the hotel receives important guests, the manager usually gives many instructions or even handles it personally, and no negligence is allowed. It has to be said that patience and carefulness are things that every hotel employee must possess. Although the work in the hotel is the same every day, since most of the guests we receive come from all over the country for sightseeing, we can feel that different regions have different cultural atmospheres. Of course, there are many people in Lin'an They are domestic tourists, so there is little exotic atmosphere.

Perhaps, in the eyes of outsiders, the work of the front desk is very simple. In fact, the procedures of this work are complicated. In these three months, which may be long or short, I found that I have to do a lot of work. To do a good job, your mentality must be adjusted. No matter whether the work is heavy or leisurely, we must use a positive attitude to complete each of our jobs instead of complaining; when you make a mistake, you must do everything you can to make up for it. of fault rather than escape. What I want to say is that the salary of the front desk of the hotel is generally the basic salary plus commission. In other words, if there are more guests staying, the salary will be higher. This can be regarded as the motivation to encourage everyone to work hard and be willing to persist even if they work overtime. .

As a newcomer, I will inevitably make mistakes at work. Fortunately, my manager and colleagues did not blame me, but gave me comfort and encouragement. This moved me very much. It’s not easy to be an open-minded boss and colleague. Thanks to an older colleague who told me that no matter what kind of environment I am in, I must remember three points: 1. Be diligent, 2. Be patient, and 3. Don’t be ashamed to ask questions. I will always keep this in mind.

The internship is now over. This is an unforgettable day, full of joy, sweat, and bitterness. It is difficult to express it clearly in a few words. These three months are short, but the process is long. I want to summarize it carefully, strengthen my shortcomings, reorganize my confidence, and welcome a new beginning. Through this internship, I really learned a lot of practical things that I couldn't learn in the classroom.

In the next two years, I will continue to study in school, because the next stage of study is also related to this internship, so it also laid a certain foundation for my future study. Finally, I would like to thank all my colleagues and managers in the hotel for your concern and care for me during my two-month internship. I have learned a lot from you and hope that the hotel will get better and better!

Part 3

As a graduate of hotel management, it has been some time since I applied for the job at XX Hotel. Looking back on this period, this is my life This precious experience also left me with extraordinary memories. Looking back on every bit of this internship in the hotel, I feel that I have benefited a lot from it and learned a lot of knowledge that cannot be learned in classrooms and books. During the internship, the unit gave me sufficient tolerance, support and help. Under the careful care and guidance of the leaders and colleagues, and through my unremitting efforts, I have made certain progress in all aspects.

I was assigned to the hotel front desk internship. The hotel's front desk work shifts are divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated and has one day off per week. Except for the overnight shift, which has two people, the morning shift and the middle shift each have three people. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload.

This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person registers for sales, and the other person is responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and not worry. Something went wrong. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly.

Perhaps, in the eyes of others, the work at the front desk is very simple. In fact, the procedures of this work are complicated. In these few months, which may be long or short, I found that I have to do a lot of work. To do a good job, your mentality must be adjusted. No matter whether the work is heavy or leisurely, we must use a positive attitude to complete each of our jobs instead of complaining; when you make a mistake, you must do everything you can to make up for it. of fault rather than escape. Nowadays, the salary of hotel front desk staff is generally a basic salary plus commission. In other words, if there are more guests staying, the salary will be higher. This can be regarded as the motivation to encourage everyone to work hard and be willing to persist even if they work overtime. As a newcomer, I will inevitably make mistakes at work. Fortunately, my manager and colleagues did not blame me very much and gave me comfort and encouragement. This moved me very much. Thanks to an older colleague who told me that no matter what kind of environment I am in, I must remember three points: 1. Diligence, 2. Patience, and 3. Don’t be ashamed to ask questions. I will always keep this in mind.

I have indeed learned a lot these days. In addition to learning some basic skills and service knowledge, I also learned how to be a good person, how to deal with my own interests and the interests of the hotel, and how to deal with colleagues. The interpersonal relationships between employees, how to adjust their mentality, and what I learned more is that as a waiter, you should have a strong sense of service. Internship is a good platform that gives us a new understanding and familiarity with society. Only by experiencing it in reality can we understand that this society is so complex and far from simple as we imagined.

During my internship in the hotel, there was a time when I found that my thoughts and opinions were so naive, but then I slowly let go. When I first started working, I was not used to standing for long periods of time and changing my work schedule. At the end of the day, my hands and feet were stiff and sore. The first thing I did after get off work was to find a place to sit down and rest. It was really overwhelming for a while. I have gritted my teeth and persevered, and I have a deeper understanding of how difficult it is to survive. When I was at home, I never seriously thought about how to obtain food and clothing, but now that I have a job, I realize that it is not easy to obtain them. In college, we are just a blank piece of paper. Through internships, we experience society and life. At school or at home, there may be teachers or parents who tell you what to do today and what to do tomorrow, but here, no one will necessarily tell you this. You must do it consciously and try your best to do it. The efficiency of the work will be evaluated differently by others.

In school, there is mostly a learning atmosphere. After all, school is a place for learning, and every student is working hard to achieve higher grades. This is a place of work. Everyone will work hard to get higher pay and promotion. Whether it is studying or working, there is competition. In competition, we must constantly learn from others’ advanced places and how others are doing. Be a human being to improve your abilities. In this position at the front desk, I gradually became able to feel the human relationships in society. I accumulated social experience and learned the ways of life bit by bit, and understood the complexity of interpersonal relationships. This is the most valuable part of the entire internship process. Throughout the internship process, I not only saw the good side of myself, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to things that I had not paid attention to.

Through this internship, I have a relatively comprehensive understanding of the hotel’s organizational structure and business operations, and have come into contact with all kinds of guests. At the same time, I have also met many good colleagues and friends, who have given me a deeper understanding of the hotel. After understanding society, they broadened my horizons and taught me how to adapt to society and integrate into society.

During the internship, I got in touch with society in advance, realized the current employment situation, and made advance planning for my future employment plan. Through this internship, I discovered the point of convergence between myself and society, which provided a guide for my employment direction.