Excellent Internship Report for College Students in Hotel Front Office Department

Internship Department: Front Office Department

Internship Time:: 2013.01.16——2013.08.16

Internship Purpose: Combining theoretical knowledge to strengthen the hotel operation process Practical training to achieve the purpose of consolidating theoretical knowledge, improving oneself, and strengthening graduate employment strength.

1. Company introduction:

Sofitel Dongguan Yujingwan Hotel is a super luxury five-star business resort hotel jointly built by the Dongcheng District Government of Dongguan City and Hong Kong AEC Company . It is managed by the French AccorHotels International Hotel Management Company. The hotel is located in Huying Country Park at the foot of Huangqi Mountain in Dongcheng District, Dongguan, next to Fengjing Golf Course. The beautiful environment and good air make the hotel highly competitive in an industrial city. The hotel has dozens of conference rooms, ranging from 700 people to 6 people at a time. Can satisfy different business guests. The largest Palm Valley comprehensive water park in Dongguan City, which is independently invested and operated by the hotel, can attract guests of all levels. The hotel's requirements for employees are even more demanding. It is said that it is very easy for people who have worked at Sofitel to find jobs in other hotels in Dongguan. And during the trial opening period of Hyatt Songshan Lake in Dongguan, they poached people from our hotel with 300% of their salary. The international brand, strict management and good hardware facilities have given it a place in the hotel industry in South China.

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2. Analysis of hotel customer sources

The main customer sources of the hotel include: long-term European and American guests, meetings of Hong Kong, Macao and local enterprises Hong Kong and Macao have developed transportation for group tours and holidays, as well as local family groups, foreign guests and individual tourists from local companies. They are mainly business vacation guests with high status and spending power.

Because Dongguan is located in China's economically developed Pearl River Delta region and is close to the world's metropolis Hong Kong, it only takes one hour's drive from Guangzhou and Shenzhen. The developed economic environment has caused a large number of foreign guests to stay here for a long time. Most of them are business owners or technicians. And staying in a hotel for a long time has become the first choice. Convenient transportation allows most Hong Kong and Macao guests to drive to the mainland even on weekends. The hotel environment, convenient transportation, and good leisure facilities have become even more important factors in attracting guests. The advanced Accor global reservation system allows guests from all over the world to learn about hotels and reserve rooms.

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3. Summary of the internship process

The internship is exciting at the beginning, the process is difficult, and at the end, it is personal and emotional. I feel a little reluctant to give up! It has been half a month since the internship ended. When I look back, there are very few things that I can share with others, but there are many things that make me blush.

Being able to intern at Sofitel can be said to be an "accident" - the interview team of hundreds of people, not to mention the meticulous interview process, and my English alone made me intimidated. What probably made me blush even more was: I was late! However, this also contributed to an unprecedented interview in the history of the travel college - I caught up with the interview manager who was about to leave under the street lamp, and conducted a simple interview in a hurry. Of course the final result surprised me. To this day, I still remember my panicked look and the sound of my breathing. Maybe it was my courage that she took a fancy to.

Arrive at the hotel and go through a simple department interview. Once again, I was lucky enough to work in the front office as a porter. This job is envied by others. And only I know the ups and downs! The first month of work was very easy. What my supervisor told me to do was to get familiar with the hotel and get started as quickly as possible by observing the work of the old employees. Because I am in the hotel's front-line customer service department, and I am a novice, I do not only distribute newspapers and familiarize myself with the hotel every day. Basically nothing else, just go to work on time, get off work on time, and take whatever days off you can. Enjoying everything the hotel provides to its employees, I live a relatively well-off life. Starting from the second month, I became an "old employee". The leadership's almost harsh requirements and my unfamiliarity with some jobs finally made me understand what pressure is and what it means to put in one or more efforts to get a salary.

At this time, the most embarrassing and memorable thing happened to me - I couldn't find where the only presidential suite in the hotel was. Looking at the dissatisfied face of my supervisor and listening to the teasing jokes of my colleagues, I felt very sad. Not the taste. And only I know that all this was caused by myself. In the first month, I might not have done what I should have done... Slowly, working overtime became a habit. The physical fatigue is only a small part, and there is also invisible pressure - in the front office, work is not allowed to make a little mistake, even if it is a small mistake, there is only one consequence. If a guest complains, leave! In this hotel where there are so many outstanding talents, if you relax for a moment, for me, not only will all my previous efforts be in vain, but I will also not be able to complete my internship!

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The hotel’s guests are mainly from Europe, America and Hong Kong, so English has become a necessary skill. The hotel provides training twice a week, all taught by foreign teachers, mainly focusing on oral English. Although my English was very poor at the beginning. But it seems that I have never been afraid. It doesn’t matter whether the grammar is correct or not. If you can’t handle it by yourself when speaking just one word to a foreign guest, of course you have to ask your boss for help! At the same time, you will also remember how others handled it and the English in the process, and remember it! So in the future work , it can still be done easily.

After four months of accumulation and training, in the last three months, the work was not only "easy" but also praised by the boss. And when our next batch of internship students come, use me as a positive teaching material to motivate them. Vanity is the greatest satisfaction. And I didn't relax at all. Finally, in the last week of my internship, something happened that made everyone I knew happy for me. When Mr. PELISON, the nephew of one of the founders of the Accor Group and currently the CEO of the ACCOR Group, visited China, our hotel was responsible for the reception work in the south, and I was lucky enough to be one of the six reception members in the hotel. . Mainly responsible for airport pick-up and luggage services. Among the people picked up, the youngest official is the president of Accor China Southern Region. At that time, I couldn't care less about being happy, excited, thanking someone, or bragging about it. Just those irritating names made me anxious. After three days of busy work, the reception work was verbally praised by the CEO. Of course, this is also the result we want. The hotel hosted a banquet for us at the end!

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With the joy and pride of the success of this reception work, I ended my seven-month internship!

IV. Internship experience

1. The unspoken rules of the hotel

(1). "The guest is always right", a well-known business motto in the hotel industry, is here was taken to the extreme.

I remember what the supervisor said during the training: "None of the guests who can spend money in a five-star hotel are poor." In addition to enjoying all kinds of luxurious materials that the hotel can provide, most of them I want to feel like I am valued and respected in a hotel. In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate the law or violate ethics. This may be the highest level of the "golden key" theory in practice! Therefore, employees will be instilled in the induction training: "The customer will never be wrong, it will only be us", "Only sincere service will win The guest’s smile.”

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(2). "The leader is always right." From a decision-making perspective, “leaders cannot always be right.” As a superior manager, no matter how powerful you are, how rich your experience is, and how much information you have, you will inevitably make decision-making mistakes. At worst, the probability of making mistakes is just less than ordinary people. However, this sentence is about execution.

There is an example: If a company is compared to a ship in the vast business sea, the boss and manager are the captain, responsible for decision-making and steering, and the employees are the crew members, responsible for rowing.

Suppose that the rowers are very capable and have advanced rowing tools. However, when the captain orders to go east, some people think it should be west, some people think it should be south, and some people think north, so each of them only follows the direction they think is correct. When rowing, the final result is to spin in circles; if everyone establishes the concept of "the captain is always right", when the captain heads east, everyone has the same goal and works together, even if there are no tools and only rowing by hand, it will Slowly approach the set target; if you find that you are going in the wrong direction halfway, it will not be difficult to quickly turn around and catch up. (The above example is taken from Xie Yuping's "The Manager is Always Right?!") The service process is a very cumbersome process. "Unanimous approval and unanimous support" is not easy and impossible to accomplish unless it is a salary increase for all. When a decision is made, the only option is to execute it or leave. The hotel will not tolerate an employee who does not know how to obey. This is especially true in companies managed externally.

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2. Interpersonal communication

Communication is not a separate act. From the moment you join the team, every look and expression, every action and behavior, every word and even a joke is the key to your good interpersonal relationships.

(1) Communication with boss. The hotel is a place with a clear division of labor, so the relative "levels" are also relatively clear. When communicating with your boss, you should pay attention to the following aspects: First, keep a low profile. Don't talk about being a college student. Otherwise it will lead to resentment. For a new job, especially a highly practical job, we who have just stepped out of campus will definitely not be able to do it well. As far as the current talent structure of the hotel is concerned, we undoubtedly have relatively high academic qualifications and solid theoretical knowledge. There are many theories that I am not familiar with, and even my own conclusions are wrong. But there is no problem with his actual operation. So when chatting with your boss about theoretical things, all you have to do is listen, and don't raise objections or even interrupt. Give your boss maximum satisfaction. The second is humility. For a new job, as long as you have not done it yourself, you will definitely not be able to do it well. So asking others for advice is a must. Psychologically speaking, people long for the satisfaction of teaching others. And that's your boss's job, too. So don’t be afraid that others won’t tell you, and don’t be afraid that college students will be embarrassed to ask such questions. The third is obedience. Your opinions are valuable in the decision-making process, but when it comes to execution, don’t ask why, just ask how. Either he doesn't have time to explain to you, or the explanation is unclear, or there is no reason at all, but as the person who issued the order, he will be responsible for his own order, so it is best not to ask. As long as you complete it with high quality, you will be recognized by your boss.

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(2) Communication with colleagues. Due to the common interests, some behaviors called intrigues among colleagues must exist. This performance is very outstanding in the department where I interned. But the relationship between everyone is very harmonious. If you think about it carefully, it is actually very simple. It is to separate the time period when conflicts are concentrated from other times, and avoid conflicts of interest during "other time periods", such as eating together, avoiding disturbing others in the dormitory, etc. As long as these little things that can cause conflicts are dealt with, everyone will be in peace and understand each other tacitly.

(3) Communication with guests. In other words, it’s a character problem, or a mentality. Think about some of your own behaviors when consuming, and you may be able to tolerate the behavior of your guests. The purpose of your own work is to get more benefits. And guests are the source of these benefits. The other is a language issue, which I believe everyone will pay attention to. The most important thing is to overcome fear. Only when you dare not to dare can you make a leap beyond the purpose of attending the meeting.