How to write the content of college students' internship report

how to write the internship report for college students? Let's take a look at Xiaobian's sharing today.

The internship report of college students can be described from three aspects. First, it can describe the specific work contents of the internship. Second, it should describe the problems encountered in the internship process. Third, it should describe the knowledge learned in the internship process.

Experience of college students' internship report 1

Hotel service is a mixture of tangible products and intangible services, and the standard of hotel service quality evaluation is the "satisfaction degree" of guests. The hotel in the buyer's market should take the customer's demand as the starting point of marketing work, and the front office is the nerve center of the hotel, which contacts with the guests on behalf of the hotel, meets the various needs of the guests for hotel services, accepts the complaints of the guests and solves the difficult problems of the guests. It is based on these that the position and role of the front office is particularly important. Although the front office is not the main business department of the hotel, it has a vital influence on the market image, service quality, management level and operating efficiency of the hotel. The front office is the crowning touch of hotel management.

1. Preface

(1) Internship unit, internship time

Internship unit: Phoenix Hotel, Guangzhou

Internship time: July 14th, 2__—October 31st, 2 _ _

(2) Overview of internship unit

1. Corporate culture of Country Garden

. More than ten five-star super-large-scale comprehensive communities with beautiful environment, complete facilities, star-rated service and strict security have been built for many successful people. At present, Country Garden has truly achieved regional expansion and large-scale brand chain operation, not only successfully built a "Country Garden Home Model" and a "five-star home" lifestyle, but also established a "star hotel chain system", "national leading education chain system" and a "leisure and entertainment supporting system" with large theme parks and golf clubs as the content.

"One Country Garden a year" not only reflects the strong manufacturing capacity of Country Garden, but also is an innovative breakthrough in its marketing, planning and brand building. While striving to provide high-quality products and services to the society, Country Garden will always treat the society with a grateful heart and repay the society as much as possible. In Country Garden's view, it is the real success of Country Garden to do its best to repay the society.

In the fierce real estate competition, Country Garden people always regard "Country Garden, give you a five-star home" as the core idea of corporate culture. According to the needs of social and human settlements development, they constantly enrich the Country Garden home model with the connotation of "large-scale community+beautiful environment+quality products+quality management services+super supporting system+reasonable pricing", and continue to lead the new trend of living, so that more and more people can enjoy a five-star life.

humanized star service is also the most unique gene of Country Garden brand, which is the greatest charm of Country Garden brand. For consumers, a five-star home should include not only five-star hardware facilities, but also five-star services. The five-star service means that no matter when and where, no matter what type of guests, as long as it is reasonable, it should be met as much as possible. Five-star service, including the small things in life to the extreme, to be perfect. Service can't just stay in the salute of security guards and the smiles of service personnel, but more importantly, it is reflected in being anxious and thinking of guests, taking the reasonable demands of guests seriously, and transforming each guest's demands or complaints into satisfactory smiles and appreciation. In recent years, every link of Country Garden's marketing system has been implementing the "AA" standard, which means "Anytimetoanyone", which is the company's requirement to provide high-level five-star service to anyone at any time and place. AA standard carefully and strictly stipulates the standards of providing services to guests in every link before, during and after sale. The company also uses "mysterious customers" and "inspection teams" to check the implementation of AA standards, and has formulated a strict reward and punishment system.

In Country Garden, five-star service is not a simple slogan, but the determination, confidence, patience and sincerity of Country Garden, the energy to keep the value and increase the value of the property, and the feeling to make the owners happy all their lives!

2. Overview of Phoenix Hotel

Guangzhou Phoenix Hotel-the first landscape-themed hotel built with platinum five-star standard in South China, extending from south China to vast areas. Guangzhou Phoenix Hotel is backed by the lush Phoenix Fifth Ring Mountain and faces the graceful Cuihu Lake. Covering an area of 2, square meters and a building area of 78, square meters, it is the largest landscape hotel with the lowest floor in Guangzhou. The rich and elegant European architectural style makes guests feel the unique mystery and elegance of western classical culture. In addition, the hotel has specially introduced the unique ideas of foreign theme hotels to create extraordinary tastes. Perfect advanced service facilities, warm and personalized five-star service, so that all guests feel honored.

The dome mural of the Sistine Chapel in the Vatican is taken as the prototype in the corridor more than 1 meters in the lobby and lobby of the Phoenix Hotel in Guangzhou, which reproduces the grandeur and magnificence of Michelangelo's Genesis. The perfect combination of color and gold highlights the classicality and beauty of the Bible. The free and broad Aegean civilization is integrated with the traditional Orient Mountain water freehand brushwork feelings, and it is built into a natural and harmonious charm. Strolling in the hotel lobby, you can enjoy the essence of western art. Guangzhou Phoenix Hotel was invested heavily by Country Garden Group to build the most beautiful hotel in the world. With the advantages of "conference, vacation and business", the hotel allows every successful person to enjoy life more comfortably while engaging in business activities with confidence.

(III) Internship Contents

1. Introduction of the functions of the reception desk

(1) Selling rooms, receiving in-house guests, checking in for guests and allocating rooms;

(2) master the guest dynamics and information, and control the room state;

(3) make the daily report of guest room business and other forms;

(4) coordinate customer service.

2. Workflow of reception desk in lobby

(1) Selling guest rooms, receiving in-house guests, handling check-in procedures for guests and allocating rooms;

(2) prepare the keys for the team and VIP guests who arrive the next day in advance, and check whether the keys are made correctly

(3) place a gift list in advance for the rooms that need flowers or fruits on that day, and inform the housekeeping department to make smoke-free treatment for the rooms of the guests who need smoke-free rooms.

(4) provide some information service inside the hotel for guests

(5) answer some calls from guests, And provide guest reservation service for guests after 8: p.m.

(6) Prepare tables such as the daily report of guest room business

3. Work flow of the reception desk on the executive floor

(1) Go through the check-in formalities for VIP guests, business guests, Honda, Jabil and guests staying at ordinary discount prices

(2) Prepare a gift list of flowers and fruits below the room key for Honda guests in advance

(2) Provide information service for the guests who check in at the executive floor and introduce the entertainment facilities in the hotel

(4) Make the report of the guest room business day and the report of beverage consumption at the executive floor

(5) Material management at the reception desk

4. Work flow of group reception

(1) Check whether the room key that arrived at the group on the same day is correct

(2) Quickly check in for the group guests

(. Arrange breakfast time and wake-up service for the group guests the next day

II. Main harvest and experience of the internship

(1) Harvest of the internship

I have benefited a lot from this internship in Phoenix Hotel for nearly four months. Hotels are the epitome of a society. This internship is undoubtedly an important opportunity for me to enter the society in the near future.

1. Improve communication skills

As a receptionist and a front-line employee of the hotel, the contact with guests is face-to-face and the most direct. Often a word from the receptionist can affect the overall impression of the hotel and even the mood of the guests all day. As a receptionist, it is a necessary course to learn how to make guests feel comfortable and happy in the language they speak. Of course, communication is not limited to guests, but also exists among colleagues, even to superiors. People inevitably don't have emotional fluctuations, but such emotional fluctuations often affect the mood of others. How to adjust my own mentality, face guests with the best mentality, face colleagues and even superiors, and how to bring the best smile to others is a problem that I have to seriously think about every day. In this internship, I not only improved my communication skills, but also learned how to adjust my mentality.

2. Improve the emergency response ability

Working at the reception desk, you must be prepared for battle every day. Because as a receptionist, I have to receive different guests and face different events every day. There will inevitably be some impolite guests among the guests who check in, and even swear at the receptionist. In the face of such a clean situation, it is another test for me how to appease the mood of the guests and protect the interests of the hotel and its own safety.

3. Improve the ability to handle work independently

Through this internship, I deeply understand that I must learn the truth that I have the ability to do things by myself. Only by cultivating one's independent ability can one make progress in one's work. At work, if you have problems, you should boldly ask your colleagues if you don't understand them, instead of pretending to understand them. Work independently, accumulate experience, and finally get what suits you best.

4. Improve service awareness

As a receptionist, I always represent the hotel. Whether at work or on the road, as long as you wear hotel uniforms, you should always provide the best service to your guests. We are the messengers of the smiling city, all for the guests, all for the guests, all for the guests.

(2) Experience of internship

1. My own shortcomings and shortcomings

Through this internship, I saw my own shortcomings and shortcomings again. In terms of language ability, it is still impossible to communicate with guests very fluently. The tourists who stay in Phoenix Hotel every day are mainly domestic guests and Japanese guests. However, during the Canton Fair, the main tourist source of the hotel is foreign guests. Because my oral English ability is not very good, it has caused obstacles in communication with guests. And due to their own lack of hotel work experience, leading to mistakes that should not appear at work, bringing a lot of inconvenience to colleagues. On the other hand, at work, some of my shortcomings are even more obvious. For example, the work is not careful enough, and it is not open-minded enough to accept criticism from colleagues. But through this nearly four months of exercise, I have been constantly correcting.

2. Employment prospects

According to incomplete statistics, there are more than 9, hotels of various types in China at present, and the shortage of hotel talents exceeds 1,. And now most of the hotel's grass-roots employees are mostly with secondary school or college education. I think the hotel industry is still short of highly educated professionals. However, even if you have a high degree, you still can't become a manager. As a manager, you must have many years of work experience. Among them, front-line work experience is very important. Therefore, as a college student who is about to graduate, he must never be arrogant, but must be psychologically prepared to accept the challenge.

(3) internship ideas and suggestions

1. Ideas

This internship has given us a good opportunity to understand this society. It is an important step before we really step into society. The law of the jungle is an unchangeable survival principle. If you want to succeed, you must work harder than others This internship has faced many problems that have never been encountered before. Such as interpersonal problems, guest relations problems, poor mental state and so on. But through this nearly four months of study and improvement, I have made great progress both psychologically and ideologically. What impressed me most in Phoenix Hotel was its staff management system. Because the last hotel business internship was in the Garden Hotel, although the internship time was only one month at that time, it was greatly affected. Garden Hotel is a five-star hotel managed by hotel management group company, and it has a long operating history and has formed a set of perfect and strict staff management system. Compared with Garden Hotel, Phoenix Hotel is a very young hotel. It is only three years since the opening of Phoenix Hotel, and the management system and operation system are still not perfect. In addition, Phoenix Hotel is a "family business", not managed by a hotel management company, and most senior managers lack hotel management experience. Therefore, Phoenix Hotel can't compare with the old five-star hotels in terms of the professional quality of employees. Too loose employee management system leads to loose working mentality of employees, which will undoubtedly reduce the service quality of employees. If a five-star hotel only has a five-star appearance and lacks a five-star interior, it is not enough to be called a five-star hotel.

2. Suggestions

For this internship, there are some problems in communication with the internship unit due to various reasons. From the beginning, I entered the internship unit as an intern, and finally I entered the internship unit as a contracted employee. The personnel department of Phoenix Hotel asked us to sign a one-year contract on the grounds that "you promised to work here in the future before you came in", and if you leave your job after less than one year, you will be charged a breach of contract. This way of doing things in the personnel department of Phoenix Hotel really makes me feel unreasonable. I hope that the leaders of the department can help us communicate with the internship units in the future to avoid this situation from happening again.

3. Existing problems and solutions

(1) Problems of management methods

During the Canton Fair, all hotels in Guangzhou were very popular, and even there were cases where they had money but no room to live. Therefore, the Phoenix Hotel has also experienced room explosion. For the hotel, if the customer who booked in advance suddenly cancels the reservation before arrival, or arrives a few days later than the reservation time, or even does not appear at all, any of the above situations will reduce the hotel's income. In fact, such things happen every day in hotels. Therefore, during the Canton Fair, the hotel will take the guest's first night room charge in advance as a deposit, that is, a guaranteed reservation, thus reducing the risk and effectively preventing the reduction of hotel income. During the Canton Fair, most hotels will overbook because the room profit is very high. The so-called overbooking is to appropriately increase the number of reservations when the reservations are full. Overbooking can effectively reduce the "waste" of rooms (waste refers to products that were originally needed but not sold) and increase the revenue of hotels. But at the same time, there are some risks. Once all the booked guests arrive at the hotel, the hotel will face an embarrassing situation, so it is very important to determine the extent of overbooking. Theoretically, the optimal oversubscription point is when the marginal revenue of accepting an extra reservation equals the marginal cost. Stop booking when you reach the optimal oversubscription point. When calculating the cost of oversubscription, besides some visible economic costs, we should also fully consider it.