80 diaries of internship in Qinghai Hotel

Looking back on this internship period, every bit of it has become a precious and unforgettable and unusual memory in my life. As a college student and an adult, this real working environment plays a very good buffering role for us when we are about to leave the campus and face the society.

1. Purpose of Internship

The tourism management major is a highly practical major. Through professional internship, we can deepen our understanding and mastery of the knowledge learned in the previous two years. Master the work process of the internship department through practical operations, have initial contact with and master the basic theories, business knowledge and methods of tourism enterprise (hotels, resort scenic spots) management, and cultivate the comprehensive application of the theoretical knowledge learned to discover, understand, analyze and solve practical problems The ability to solve problems; understand the new problems, new concepts, new experiences, and new methods that have emerged in the operation and management of tourism enterprises (hotels, resorts and scenic spots); on the basis of increasing perceptual knowledge, have an understanding of the current situation and future development of my country's tourism industry Basic understanding. At the same time, it cultivates students' teamwork skills and hard-working spirit, and exercises and improves students' psychological quality.

2. Internship content

1. Pre-job training and job assignment

On the second day after we arrived at the internship site, the XXX Human Resources Department organized a four-day internship days of pre-job training. Each of our interns has undergone two trainings, one for all, which is divided into outdoor training and indoor training. Outdoor training is mainly about team games and development projects, while indoor training is mainly about corporate common sense, safety education, etc. During the period, we also visited theme parks, volcanic hot springs, hotels and villas, so that our interns could have a preliminary impression and understanding of the internship site. On the fourth day of the overall training, the Human Resources Department made job assignments based on the interns' wishes and performance during the training. There are hot spring receptionists, hotel receptionists, park tour guides, park shopping mall attendants, room attendants, and sales assistants. Restaurant waiter. After the positions are assigned, we go to the department where we work and conduct on-the-job training arranged by the respective department. I think the two trainings were very effective. The overall training gave our interns a better buffer period and adaptation period in the new environment. The department training was also very targeted.

2. Internship department and internship position

My internship position is the receptionist in the hot spring front office. There are a total of six interns assigned to the hot spring front office this time, all of whom are girls. The hot spring department is divided into three small departments, the front office department, the leisure department and the outdoor department. The volcanic hot spring area consists of two parts, one is the volcanic hot spring and the other is the glacier water valley. The hot springs are open from October to May of the following year, and the water valley is open from May to September of the following year, alternately. There are two golden periods every year when the hot springs and water valleys are open at the same time, the National Day Golden Week and the May Day holiday.

Pre-job training is carried out by the foreman of the hot spring front office department, which mainly includes the hot spring department’s business philosophy and slogans, the hot spring department’s department songs, job knowledge and skills training, and work etiquette training. The hot springs will be opened in October, so our training is mainly based on hot springs and supplemented by water valleys. The hot spring front office consists of four positions:

(1) Reception at the door (the job content is to greet guests at the door, explain the main items and precautions of the hot spring to the guests, and register the guests with the guest registration form) Room number and ticket type, register key tag number, issue locker keys and guide guests to the entrance; in addition, if there is a travel group, the door receptionist will also explain to the team)

(2) Entrance reception ( Use the ticket check machine to check and collect tickets for guests and swipe room cards. When guests enter, pay attention to whether they have the key card to enter the venue)

(3) Exit reception (recycle departure voucher, The departure voucher is the voucher for the guest to return the locker key)

(4) Input the order at the front desk (enter the order form at the front desk, enter it into the computer according to male and female, and guest type; the night shift needs to make a report)

In addition, there is a front desk cashier (ticket sales) and a secondary cashier (where guests pay for their purchases in the hot spring area). The cashier work is all done by veteran employees. Different positions have different nature of work, but each position is complementary and indispensable.

Our six interns are divided into two shifts, the morning shift and the evening shift alternate, and the shift changes every ten days. Each shift has a foreman and a corresponding number of staff. Our shift positions are on a rotating basis, with one position per day, rotating from the front desk for ordering, entrance, exit, door reception, and sometimes supporting cashier work.

3. Internship results and internship experience

(1) The outside world is wonderful, but the outside world is helpless

Different jobs have different work etiquette It is similar to work discipline, but very similar. As a front-line waiter, you should possess certain basic qualities. First of all, you must have good grooming, your uniform is clean and smooth, and your nails and hair are neat and tidy. Second, you must smile and pay attention to etiquette and courtesy when serving; you must also pay attention to your image even when there are no guests. Third, be responsible, united and cooperative. It was difficult for me to accept the sudden change in roles. A college student became a social worker. Regardless of whether we want to work in the tourism industry in the future, we must face and accept this internship with a positive attitude. We have family members who love us at home, and we have teachers who care about us at school. We have never seriously thought about our responsibilities. It was only during our internship that we discovered that everything was actually hard-won. There is a saying that goes like this: The world outside is wonderful, but the world outside is helpless. On the university campus, students help each other and learn book knowledge; while in the workplace, everyone works hard to support their families and get higher pay and promotions, and there is fierce competition everywhere. Only through personal experience can we understand the complexity of society and understand ourselves. We are still just children. Through internships, I feel that I have grown up and my psychological quality has improved to a certain extent. It allows us to adapt to society and understand the relationship between academic qualifications and work ability.

(2) Interpersonal relations and communication skills

When working in a resort, we must learn to deal with relationships with leaders, colleagues, and guests. Communication between people is an art, and we must learn to be flexible when communicating with others. When working, we will meet all kinds of guests, even foreigners. I usually feel a lot of pressure when I start to communicate with them, and sometimes I sweat nervously, but it is precisely because of contact and communication with them that I have exercised my language expression skills and learned how to communicate with them. Many customers will call or face-to-face to inquire about the hot springs. After solving their doubts through my introduction and explanation, I feel a sense of accomplishment. For me, learning how to behave is undoubtedly the best reward I have ever received.

(3) Frustration ability

The peak season and off-season of hot springs are very obvious. Generally, there are more customers on holidays and fewer customers on weekdays. Especially during the National Day Golden Week and the Spring Festival Golden Week, when there are many guests, the lobby will be noisy and crowded with guests. Seeing such a scene, the guests and even themselves will naturally become irritable. In this case, the customers will complain that you are slow; when there are many customers, you can take care of one side but not the other side. The customers will scold you for having a bad service attitude, scolding you for being brainless, etc. Sometimes the guest's child is too tall and refuses to pay the fare, and the guest is not allowed in at the entrance, and the guest starts to scold you and so on. At the beginning, I couldn't accept it. Is there any reason to insult the customers here? I didn't do anything wrong. The bad mood even affected the quality of the work. But slowly I understood that if I chose the service industry, I had to correct my mentality. What I was encountering now was actually just childish. When I was working, I often made mistakes, and once I even got points deducted. But I understand that when it comes to mistakes, I have to face them myself and take the initiative instead of escaping from them. I am a person with strong self-esteem. As a newcomer, it is inevitable to make mistakes. Fortunately, my boss and colleagues did not blame me very much. Instead, they gave me encouragement, which moved me very much.

(4) Pain and happiness

During the internship, I am very fortunate to have met a group of good colleagues. The employees at tourist attractions are generally locals, and they are all about the same age as us, and most are even younger than us. We are already big sisters among the hot spring frontline employees.

From the first meeting, I have been deeply attracted by these cute little girls. During our training, the on-the-job reception and explanation were also demonstrated to us many times. When we first started working, they took good care of us and knew that we were not used to it. Many times they would let us rest without taking any rest. If we had anything we didn’t understand, they would explain it to us carefully and patiently, and sometimes they would take the initiative. Tell us what to pay attention to during work to prevent us from making mistakes. When we do something wrong, they will not blame us, but encourage us. My colleagues knew that we couldn’t go home often to have live-in meals and were not nutritious enough, so they specially invited us to their homes many times and treated us to dinner. We couldn’t go home to celebrate the New Year, and they asked us to eat at home on New Year’s Eve. I remembered all of this one by one. From the bottom of my heart, thank you, my lovely colleagues. The most profound one was at the end of October, when I got gastroenteritis. I vomited for two days and had diarrhea. For two consecutive nights, my colleagues and the director took me out to see a doctor in the county town during working hours. Because I was not feeling well, my duties If the work cannot be done well, they will help me finish it. Although they are not my family, they all take good care of me. I would like to say thank you here. In the monotonous and tedious internship days, I am very happy and happy to be accompanied by these good colleagues!

4. Opinions and suggestions on the internship

(1) To the college

1) The internship period is from September to February of the following year. I think the internship time is too long, which prevents the interns from going home for the New Year, especially students from other provinces. The college should communicate with the internship site again and strive to ensure that the internship time is before the New Year.

2) Professional internship is not appropriate. The internship corresponding to hotel management is naturally a hotel, but the major we studied is exhibition management, and this major is a relatively new one. We prefer internships in exhibition management. Colleges should try their best to combine the majors of each class and select corresponding professional internship sites.

3) School teachers do not care enough about interns. The internship site is far away from the school, so teachers cannot visit the interns frequently and cannot collect and understand the students' internship situation well. Moreover, the interns are relatively scattered, and the students cannot uniformly report their own situations to the teacher. It is recommended that intern teachers come to the hotel more often and at shorter intervals, and to arrange the visits within a reasonable range based on the teacher's actual situation.

(2) To the internship site

1) The internship site rarely interacts with the interns. There are many interns in XXX. In addition to our interns from Shaoguan, there are also interns from other schools. I feel that internship sites rarely take the initiative to communicate with interns and collect some opinions and suggestions from interns on the internship site.

2) Internship sites should increase employee benefits, and veteran employees and interns should enjoy the same benefits. Food and accommodation should be greatly improved. Staff turnover at the resort is severe and recruitment is difficult. The proportion of interns in the resort is not small, because there is a certain gap between the treatment of interns and that of old employees. When the internship site is busy, the number of employees cannot be increased in time. The huge workload relies on limited employees to complete, so that the working hours of employees are extended. , but there is no subsidy. The internship periods of interns are different, some are four months, some are five months, some are eight months, etc. But no matter what, the high mobility of interns is very detrimental to the development of the hotel. At the same time, the interns are not proficient in service skills, which also leads to guest dissatisfaction and even complaints.

3) The salary of interns should be consistent. During the internship period, the salaries of interns in different departments are different, sometimes quite far apart. Schools and internship sites should formulate relevant regulations on the salary and performance of interns. At the same time, it is recommended that the school discuss with the hotel to appropriately increase the living allowance of interns, increase overtime pay, etc.

4) The intern award system should be fair and just. During this internship, some of our interns won medals such as the hotel's outstanding intern evaluation, but we interns didn't know how they were evaluated, and the proportion of awards was very small. It is recommended that the internship evaluation award should be a combination of management evaluation and intern voting to achieve fairness, justice and transparency, and make interns’ internships more passionate and meaningful.

(3) Suggestions from family members on internships

1) The internship site should consider and take care of the interns to a certain extent, and reduce the workload of the interns according to the actual situation. Many parent intern positions have a relatively heavy workload. As far as the position is concerned, the shifts at the front desk are multi-shift, divided into morning shift, mid-day shift and night shift. Girls are physically poor and not suitable for staying up late. Since my internship for half a year, staying up late has done a lot of harm to my body. This is what the family is most worried about.

5. Summary

During the internship process, XXX gave me opportunities and help. Under the careful care and guidance of the leaders and colleagues, I continued to work hard and learned some things in the field. I have made certain progress in all aspects of life philosophy that cannot be learned in school. Next, I will work harder to study, cherish campus life, clarify my goals and direction, and lay a solid foundation for my future life.