How to write the content and process of internship in catering industry?

Objective: To understand the process of hotel production and operation organization and the organizational structure of enterprises, and to strengthen the combination of management theory and practice.

Internship time: x years x months x days-X years x months x days.

foreword

It's finally internship time. I knew for a long time that I was an intern in a hotel in the second half of my junior year. At that time, I was eagerly looking forward to this day, because everyone couldn't stand cramming teaching day and night, although I learned from my brothers that internship was not an expected happy thing.

After the contact of the college teachers, we were assigned to the Hualian Hotel in Guizhou as an internship, a three-star hotel, which is an ideal hotel I hope to know and learn. This is a well-known three-star hotel in Guiyang, which is famous for its high room occupancy rate in Guizhou hotel industry. Fortunately, our internship leader, Mr. Gao, also worked as an intern in this hotel before, and two brothers and sisters worked as lobby assistants in this hotel. Guizhou Hualian Hotel was built in 1993, converted from a hotel and once became a listed company.

It is one of the older foreign-related hotels in Guizhou, which further stimulated my desire to know more about this hotel-are their words consistent with their deeds? Are there still any problems to be solved? I even began to wonder what I could learn in this hotel.

So what exactly is this hotel like? What is worth learning from? What else needs to be improved? How do I feel? Then listen to me slowly.

Part I: Front Desk (internship time: two weeks)

The front hall should be the core department of the whole hotel and the face of the hotel. Therefore, the requirements for staff are relatively high. Image is important, but personal qualities are also important. Personal qualities include language ability, adaptability to people and things, and attitude towards dealing with emergencies. FO is the information center of the whole hotel, and most guests get hotel information from here, so the staff must have a good understanding of hotel information, and the front office staff must also have a good understanding of hotel information. Our instructions are:

1, courtesy, etiquette. For example: how to smile, how to provide service for guests, service terms, etc.

2, the hotel should know the training. Front office staff must master the situation of all parts of the hotel.

3, the front desk business knowledge training. Mainly the daily workflow.

4. Language training. For example, the daily vocabulary of Mandarin.

5. Collect and train relevant local scenic spots and latest information.

As soon as we arrived at the hotel, we caught up with the renovation of the hotel. After cleaning the decorated rooms on floors 7-9 for two days, the five of us were assigned to the front hall. My job is to be a waiter. The bellman in a hotel usually stands in front of the hotel lobby, which is a signboard of the hotel and the first service staff that guests see when they check in. If we can greet guests in a civilized, warm and standardized manner and serve them well, we can make guests leave a good impression on the hotel before checking in. So we will demand high standards. The hotel's regulations on gfd are very strict and meticulous for the bellboy of "signboard post", which requires us to "act according to the rules" from head to toe. For example, hairstyles require a uniform standard hairstyle; Dress should not only be clean and tidy, but also be ironed flat and wear badges; There are shoes under your feet, which should also be "uniform and bright" according to regulations. Hotel bellmen should also make the service more detailed and in place. For example, keep smiling and try to call guests by their first or last names to make them feel at home. Another example is to arrange taxis for guests. Sometimes it is difficult for a taxi to drive to the front of the hotel lobby when it rains or there is traffic jam. At this time, the bellboy should do a good job of service, walk to the side of the road and signal the taxi to meet the guests in front of the hotel.

Bellmen are basically standing in their posts, which puts high demands on our standing posture. Zhang, assistant manager and assistant in the lobby, said that when the bellboy is waiting for guests outside the hotel, his hands should be naturally crossed in front of him and his feet should be naturally spread out. This kind of standing posture is not only standard and decent, but also has a profound meaning, that is, being ready to serve guests at any time. Although the regulations on standing posture are only a small detail, guests will feel comfortable and respected after seeing the standard standing posture.

In fact, the job of a porter is not simple. Some work is very detailed and needs to be done with heart. In addition to the basic "door-to-door service", luggage handling, guiding service, taxi arrangement, etc., we must make the service more detailed and in place. For example, during the peak check-in, traffic guidance in front of the hotel lobby, such as helping guests write down the taxi license plate number, is convenient for guests to forget things in the car and can't find invoices.

In addition to English and basic etiquette training, we also pay more attention to the training of luggage porters in the customs and habits of all countries and nationalities in the world and the geographical knowledge of Guizhou. Because there are many foreign guests staying in the hotel, different countries have different customs, so we will have different reception details. For example, some countries and nations are not used to waiters opening doors for them with their right hands, some don't like waiters "protecting the top" when opening doors for them, and some don't like waiters sending them flowers to welcome them. These are not only questions of politeness and etiquette, but also questions of respecting guests' personalities and beliefs.

Part II: Housekeeping Department (internship time: 3 weeks)

Hualian Hotel has 145 rooms. Due to the large number of rooms, the rooms are from 7- 18 floors. Therefore, the housekeeping department and the front office department are set separately. The Housekeeping Department consists of six departments, namely, security guard class, public security guard, room service center, disinfection center, service desk class (serving guests) and linen center. Management personnel 1 person, supervisor 1 person, and foreman 3. We worked as waiters in the health team for two days under the leadership of the master. After working in other teams for one day, we started by ourselves.

As a hotel waiter, especially a room attendant who directly serves guests, we should pay attention to observing the details of their lives and try to remember their living habits. Only in this way can the service be closer to people's hearts and the guests will be satisfied: for example, when cleaning the room in the morning, if you find that the guests' slippers like to be placed under the bed, the waiter will respect the guests' habits instead of leaving them at the door according to the regulations; When adding fruit to the room, if you find that the apples and pears on the plate have not moved much and the bananas have been eaten up, it means that this guest likes bananas. The next time you add fruit, the waiter will specially send more bananas to this guest and less other fruits.

Hotel waiters should be duty-bound to help solve the difficulties in life.

Details: reduce energy waste

Now hotel services also put forward more requirements for staff: saving energy and putting an end to waste.

Service personnel should have a good habit of saving. For example, when the room attendant cleans the room and finds that the guest is not in the room but the light is on, he should take the initiative to turn off the light; Pay attention to saving water when cleaning, and don't leave the tap on all the time.

At the same time, waiters should also have the concept of active service, and waiters should observe the protection of guests' privacy as a professional ethics. The room attendant will go in and out of the guest's room to clean up every day, and it is inevitable that he will know some guests' privacy. Some people want to know the information of their guests through hotel attendants. Hotel waiters must stand firm, refuse the temptation of interests, and can't disclose any information of the guests to others.

■ Grasp the discretion

Because of the need of work, the room attendant may sometimes be in the same room with the guests. When sharing a room with the opposite sex, the waiter should take the initiative to open the guest's door and speak loudly with the guest. When the guest's behavior or words are provocative, the waiter should keep calm. The more flustered you are at this time, the easier it is for the other party to take advantage. Then, find an excuse to leave the room quickly, inform the foreman of the situation and let him arrange for the same-sex employees to continue to work.

Part III: Catering Department (internship time: 1 week)

The catering department of Hualian Hotel is mainly Chinese food department. Five people in our group are divided into different chefs and change jobs once a day in different positions, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. We feel quite satisfied with this practice of the hotel, which is exactly what we want.

Four people in our group were first assigned to the Banti (that is, the delivery man)-"This is the hardest department in the hotel catering department!" Before we started to work, we heard someone tell us this in private. It seems that I really need to be prepared!

The work of the restaurant is indeed as the predecessors said-"hard work!" The hotel has not set its own job responsibilities and job descriptions for waiters, although this is the most critical link in human resource management of modern enterprises. In the impression of employees, their job is to listen to the tasks assigned by the foreman every day, listen to the leadership at any time, have no fixed job, or the waiter can do anything as long as necessary! Set the table, fold the cloth, pass the food, serve the food, and remove the table. Dirty, heavy and tiring jobs such as moving tables and chairs and laying carpets are all the jobs of our waiters. What is even more incomprehensible is that the working hours of this hotel are from 10 to 8 pm. Go to work after dinner in the morning 10, get off work from 2 pm to 4 pm, and then eat and go to work. I feel very uncomfortable. When you are tired, you should set 50 tables. The first thing I want to do after work is to find a place to sit down and have a rest.

However, what makes me happy is that most hotel employees are very warm and friendly. They are not cold and blunt to us because we are interns. When we are tired, a sweet smile from colleagues and a common "hard work" will move people. It seems that employees themselves can best understand everyone's feelings, because they can look at the problem from their own perspective, because they are telling "the voices of ordinary people." This is also one of the qualities that hotel leaders lack most!

In this way, the days of the restaurant ended day by day. I've really learned a lot these days: besides the service process and skills of Chinese catering, the characteristics and types of various dishes, I can also learn some things that are difficult to learn in class: how to handle my own interests and the interests of hotels, such as