Hotel Concierge Internship Summary (2)

Summary of Hotel Concierge Department Internship Part 3

Time flies by like a fleeting moment. It has been a while since I applied for a job at Taizhou Garden Villa Hotel. Looking back on this period, This is a precious experience in my life, and it 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. The unit gave me sufficient tolerance, support and help during the internship. Under the careful care and guidance of the leaders and colleagues, and through my unremitting efforts, I have made certain progress in all aspects.

In June 20_, under the requirements of the social environment and with the efforts of the school leaders, the school and Sino-US Group built a joint school-enterprise platform for us. Our 10th Department of Economics and Trade Logistics More than 80 students majoring in management entered four hotels under the Sino-Continent Group Hotel for internship. Maybe they have never stepped out of the society, everything is strange and novel to me!

Internship Before the job assignment, we each filled in our favorite positions. As I wished, I was assigned to the front office of Taizhou Garden Villa as a bellboy. The front office is the facade of a hotel. It is the place where guests form their first impression of the hotel. It is the department that first affects guests and provides services. A hotel's efficiency and profit creation basically start from here.

Before formal work, we need to conduct relevant training: First, pre-job training, including indoor training and tour training, which mainly introduces the hotel’s overview, and also conducts employee literacy and hotel management systems for us. The training gave us a general understanding of the work; the second was fire safety awareness training. The hotel specially arranged for the supervisor of the security department to explain and teach us on-site, so that we had a deeper and systematic understanding of hotel safety and fire protection knowledge. learn.

Introduction to Baiyun Villa:

The hotel was opened in 20_ and is located in ______________. The hotel has an elegant and quiet environment, a large parking lot, and the rooms are clean, comfortable and warm. The food and beverage variety is rich, the price is affordable, and the taste is representative of the local area. The hotel is fully equipped with various facilities and services, making it an ideal place for your business travel. Internship position:

My internship position is in the concierge department, which is a small position but plays a very important role in the process of guests entering and leaving the hotel. The first department where guests receive service when checking into the hotel is the concierge department. , it can be said that the bellman is the face of a hotel. The main job of the porter is to transport luggage for guests arriving or leaving the hotel, and to deliver packages, newspapers, letters, telegrams, telexes, etc. to guests staying in the hotel. Bellmen stand on both sides of the door to welcome guests on behalf of the hotel. At the same time, they must proactively serve guests, answer their various inquiries, and introduce the hotel to guests.

1. Welcome with a smile, bow to say hello, and help unload luggage

Welcome guests arriving at the store with a smile and nod, and bow to say hello at the same time: "Good morning/Good afternoon/Good afternoon/ Good evening! Welcome. "If you see that the guest has a lot of luggage, you should take the initiative to help the guest unload the luggage in the car and count the number of luggage.

2. Act politely

Bell attendants should act politely and do not kick luggage with their feet. Pay attention to fragile luggage. If a guest wants to pick up the luggage by himself, do not force him to take it. .

3. Guide guests to complete the accommodation procedures

Guide guests to the registration office to complete accommodation procedures. When guests go through formalities, they should wait beside them. When greeting guests, you should walk two or three steps ahead and to the left of the guests, and your steps should be steady.

4. Etiquette when guiding guests

1) The principle of respecting the past and the right;

2) The principle of respecting ladies first;

3) When approaching the door, employees should open the door for guests in advance and ask guests to go first. The same applies when going out;

4) Take the initiative to obtain the guest’s consent before carrying their luggage;

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5) When three people walk together, the middle one is the most respected, the right one is the second, and the left one is the last one.

5. Take care of luggage

Stand about 1.5 meters behind the guest with a correct posture, take care of the guest's luggage, and follow the guest's instructions and the front desk attendant's prompts at any time.

6. Send the guest to the room

After the guest has completed the formalities, you should take the initiative to get the room key from the guest or the front desk and lead the guest to the room. Be enthusiastic and proactive with your guests along the way. When you encounter a turn, you should turn back and smile to signal to your guests. If the guest has something to go elsewhere and asks the bellman to send the luggage to the room, the bellman should see the number on the guest's room key. If he does not see the number on the guest's room key and it is just what the guest said, he should first Please verify with the front desk before sending the room to you.

7. Taking the elevator

When taking the elevator, first hold the elevator door with one hand and ask the guest to enter the elevator first. After entering the elevator, stand close to the elevator console for easy operation. Elevator; when exiting the elevator, let the guests exit first. After exiting the elevator, continue to lead guests to their rooms.

8. Before entering the room

Before entering the room, ring the doorbell first, then knock on the door, "Hello! Waiter." If there is no response in the room after three consecutive greetings, Then use the key to open the door.

9. After opening the door

Insert the room card into the main switch, exit immediately, return the key to the guest, and ask the guest to enter the room first. After opening the door, if you find the guest's luggage or sundries in the room or the room has not been cleaned, you should exit immediately, apologize to the guest, contact the front desk urgently, and first find a nearby and clean room for the guest to rest. Wait for the front desk staff After adjusting, take the guest into the room.

If a guest is dissatisfied with the room after checking in and requests to change rooms, he should immediately contact the front desk to change rooms for the guest. If an individual guest wants to change rooms but is still not satisfied after the change and proposes to change or return to the original room, the bellman should notify the front desk of the result after completing the room change.

10. Enter the room with the guest

After entering the room with the guest, put the luggage on the luggage cabinet or put it away according to the guest's instructions, and then introduce the use of various facilities in the room to the guest method. After introducing the room, ask the guest if there are any other instructions. If the guest has no other requests, say goodbye, thank the guest, and wish the guest a happy stay. Leave quickly, back away facing the guest, and gently close the door.

11. Luggage storage

(1) When a guest asks to store luggage at the front desk, the bellman should take the initiative to say hello to the guest, "Mr./Ms., good morning!/Good afternoon. !/Good afternoon!/Good evening! Do you want to store your luggage?"

(2) Help the guest fill in the luggage storage form and ask clearly what items are being stored. Among them, flammable and explosive items, food, fragile items, and valuable items are not allowed to be stored in the hotel.

"Excuse me, what is in your luggage? Our hotel has regulations that flammable and explosive items, food, fragile items, and valuable items are not allowed to be stored."

"When will you pick it up?"

"Can you tell me your room number?"

(3) Remind guests that there is a fee for storing luggage overnight (per piece of luggage) 2 yuan).

Perhaps, in the eyes of others, the job of a porter is very simple. In fact, the process of this job is not sloppy at all. In the past few months, I have found that to do a job well, the mentality must be Adjust well, no matter whether the work is heavy or leisurely, we must use a positive attitude to complete every job we do instead of complaining; when you make a mistake, you must do everything you can to make up for your mistakes instead of escaping. 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. Achievements and Harvests

I have indeed learned a lot these days. In addition to learning some basic skills and service knowledge, I also learned how to handle interpersonal relationships between colleagues and how to adjust My own mentality made me understand that as a waiter, I 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 had no worries about food and clothing, and I never seriously thought about how I got these things. Now when I have a job, I realize that it was not easy to get 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 your best. , the efficiency of a piece of work will be evaluated differently by others. In school, there is mostly an atmosphere of learning. 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. During my internship in the hotel, I came into contact with all kinds of guests, and also made many good colleagues and friends. They gave me a deeper understanding of society, broadened my horizons, and taught me how to adapt to social integration. society. During the internship, I got in touch with society in advance and realized the current employment situation, which laid a solid foundation for my future employment path. Time flies really fast, it feels like it’s just a blink of an eye, nearly six months have flown by. Looking back at the beginning of my internship, I felt uneasy and uneasy. I was afraid that what I learned in school would be useless. I felt that joining the work for the first time was so mysterious and difficult to figure out. But after learning some simple operations, I discovered that many things can be combined with what I have learned, and they are some simple theories - what the teacher requires to know. As you deepen and understand the work, you will feel that it is not easy to apply what you have learned in practice. Yes, it is easy to learn to combine practice with theory, but the process of using theory to create practice is difficult. This requires our constant attention. Finally, I would like to thank all the leading teachers who provided help and guidance for my internship. Thank you for your care and help for so many days. I believe that this valuable internship experience will always be with me in my future work life. A journey of a thousand miles begins with a single step. Through this internship, I will learn more about the accumulation of knowledge and practice and continue to enrich myself. Finally, thank you to the hotel for the opportunity! Thank you to the teacher for your support and concern!

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