Ask for a hotel internship log?

After studying tourism management in xx College for X years, I finally got an internship opportunity in xxx from X to 10. In order to have a high starting point and a good environment to understand hotel enterprises, so as to better combine theoretical knowledge with practice in X years, I chose xxx Hotel as my internship unit.

During my stay in the hotel, I mainly worked in a western restaurant, and later went to the front desk for internship. The specific workflow and experience are described in the internship log. Here I mainly summarize my study and summary of hotel management during my internship.

1: Cultivate employees' sense of service

Hotel staff directly provide services for guests, and personalized and standardized services for different objects are the foundation for hotels to improve service quality. It is also the core of fierce competition in Nanjing hotel industry.

Employees should wear clean and generous clothes, stand up straight and have their hair curled up. Professional services should be standardized, polite, gentle in tone and modest in attitude. Take the staff of the reservation department as an example. Although the staff seldom meet the guests, they can tell who the guests are by voice, then make a reservation and register, and then record the times he came to the store and the guests' hobbies. The staff of western restaurants should remember every guest's dietary preferences and personal fixed dining seats, which all reflect the sense of service from top to bottom.

2. Marketing network

The popularity of Internet provides a good information platform for hotel marketing. The existence of hotels is to provide the greatest convenience for guests, and the popularity of the Internet in hotels has contributed greatly. In five-star hotels, most of the guests are business people, and information is very important to them, so high-speed internet is essential. Hotel online booking also promotes corporate image and rapid sales through the Internet. Guests can get to know the hotel more quickly and conveniently, and enjoy visually at home or in the office without leaving home, so as to get an immersive feeling. The hotel can give more detailed and thoughtful feedback to the information needed by the guests at the first time, and the two sides can reach an interaction. However, hotels should be "honest" while promoting. The pictures and publicity materials of the hotel on the Internet should be consistent with what the guests saw with their own eyes, even exceeding their expectations. The price published by the hotel online should be consistent with the quotations from other channels, so that guests can have a sense of trust in the hotel. At present, the security of the network is still relatively weak, so online booking is not the main channel for hotel booking and sales, but the integrity and security of the network will inevitably be solved in the future. As a major trend in the future, online booking is still very promising.

3. Detailed division of labor and group cooperation of the hotel

There are many departments in the hotel, and their powers and responsibilities are complicated. Front Office, Catering Department, Housekeeping Department, Security Department, Engineering Department, Human Resources Department and Finance Department. The links between various departments are everywhere. For example, many orders are inter-departmental, such as team menu, luggage list, fruit blue list, ordering list, commission return list of ordering center, etc., all of which require cooperation and coordination among departments and tolerance and understanding among employees. Hotel people always take the hotel as everyone, the department as a small family, the hotel as the goal, and do their best.

4. Cost control issues

The hotel has a special cost control room, the essence of which is to reduce costs and increase profits, which is known to every manager. However, employees' awareness of saving still needs to be strengthened. Not only grass-roots employees, but also middle and high-level employees.

For example, hotel phones are basically office phones, and personal calls are not allowed according to regulations, but middle managers are often seen making personal calls. In restaurants, raw materials are a great waste. For a banquet, about 50% of the food is left, and hotels generally don't take the initiative to provide packaging. Flowers that have been used once will be thrown away. Chopstick sets, coffee spoons and other tableware are very worn out. It shows that the supervision mechanism of the hotel is not very mature.

Economically, some private restaurants are doing better, such as the Golden Hans Western Restaurant, and the per capita fines are seriously wasted. Hotel turnover is huge, so long-term waste is a big number. It will also encourage the extravagance and waste of the whole society.

The economy needs to improve the hotel system, and at the same time, it also needs employees to improve their awareness of being a hotel person. They are part of the hotel, and the interests of the hotel are closely related to their own interests.

5. Hotel marketing operation

According to my observation, during my internship, most of the guests in the restaurant are regular customers, and many of them come at some time every morning. Hotels also pay special attention to them and provide corresponding preferential measures, such as VIP guests (VIP is divided into four grades, each with different status and social status, and enjoy different related benefits. )

On the eve of Mid-Autumn Festival, the hotel will sell mooncake gift boxes, determine the sales performance, and then distribute them to all departments and employees, who will get commission after promoting mooncakes. Moon cakes are packaged and positioned according to different groups of people, and the prices are different. There are different flavors, such as green tea. Different functions, such as health preservation, nourishing and so on. These market segments are aimed at different consumer groups.

During the National Day, many five-star hotels offered discounts. For example, the luxury room in Metropark can be occupied for only 590 yuan. These seemingly counter-measures are all promotional measures to win customers in the fierce competition.

Most of the guests in Metropark Hotel are European and American tourists on business and international trips. The development of hotel industry in Nanjing is closely related to the development of tourism in Nanjing, and the development of tourism is inseparable from environmental protection. The hotel interacts with the local business and real estate environment. If the hotel does not have the concept of green management, it will cause environmental pollution to the construction and operation of the scenic spot and make the quality of the scenic spot plummet. The damage to the environment will ultimately hurt the hotel industry itself. Therefore, while strengthening management and maximizing profits, we should also pay attention to the idea of green ecological management. Responsible for the city and the whole society.