Perceptual composition of hotel cashier

I am a graduate of Xinyang Normal University majoring in tourism and hotel management in Grade 03. I came to Shanxi Jinci Hotel through school arrangement. The ancients said: "The deceased is like a husband, staying up all night." The short and unforgettable internship journey is like a blink of an eye, and the feelings during it are like a five-flavored bottle-all kinds of ups and downs. In the tense and fulfilling working environment every day, I have gone through nine months of internship unconsciously. Looking back on the internship in the past year, I am full of excitement and infinite emotion.

As an intern just out of campus, I know I have a lot to learn, and I have too much strangeness and mystery about the job I am about to step into. Under this ambivalence, I am full of confidence and expectation to meet it. When I first came to the hotel, I was deeply attracted by its mysterious colors, fresh air and elegant environment. I am glad to have the opportunity to practice in this place. I came to the hotel to arrange work and found that I didn't have much advantage. There is still a big gap between the theoretical knowledge I learned at school and the reality. Everything needs to start learning and exploring again. So when I was asked to choose a job, I chose the cashier position, because this position has more guests and tight working hours, which is an excellent exercise opportunity for me. From the day I joined the company, I made up my mind to work hard.

At work, although I just act as an ordinary cashier, my job is not only as simple as collecting money, but also a series of complicated procedures. In this half year's work, I found that we should be able to do a good job freely, whether it is heavy, busy or leisure, we should complete every job with a positive attitude, instead of complaining about the proportion of workload, because complaining is useless. What we should do more is not to think things too badly, but to keep a good attitude and face the team every day. Because a happy attitude will make us feel tired and bored at work.

At work, I study business knowledge hard. Under the guidance of the foreman's training, I quickly became familiar with the basic situation of the hotel and the post process of cashier. From theoretical knowledge to practical operation, from reception to customer service, I learned bit by bit and accumulated all the business skills that cashiers should have in a short time.

I made mistakes at work, too. It was the supervisor and foreman who encouraged me again and again, making me more enthusiastic about my work. Mr. Millland once said: Young people naturally need encouragement. Yes, it is this kind of encouragement that makes me bravely overcome difficulties and make continuous progress in my work. Since then, I have not been so fragile in the eyes of leaders, but have become very strong. Because of my strong sense of responsibility and high enthusiasm for work, I was affirmed by my superiors and asked me to practice at the Ambassador Club. I was not used to it at first, and I felt that it was not as good as the restaurant in all aspects. However, after a period of tempering, I finally understand that only by eating hard can I become a master. After a period of hard work, the leader gave me a good evaluation and asked me to be the front desk. At that moment, I was very happy. Tired is worth it. At the same time, I feel a lot of pressure. The leader values me so much. This is my trust. I think I should work hard and do my duty well. This is a new challenge for me.

During the nine-month internship, I learned about the management and culture of the hotel, the most profound of which is

1。 quality of service

For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. In Kaiyuan, we saw that hotel leaders attached great importance to the improvement of service quality, even for us short-term interns. You must also undergo strict etiquette training before you can take up your post. Track and guide the old employees, and constantly improve their professional quality and level. Department managers and supervisors often tell us that "your every move represents our Kaiyuan, and your image is our Kaiyuan image". "Guests can never be wrong, only we can be wrong." "Only sincere service will bring a smile to the guests."

2。 hotel culture

There are service culture, etiquette culture, regional culture, food culture, poverty alleviation culture and so on everywhere in the hotel. All the staff of the hotel are the owners, and all the guests who come to the hotel will be more or less dependent on the hotel and the hotel people. In addition to accepting culture or knowledge in the process of receiving services, they will also turn to hotel people for help when they encounter difficulties. Therefore, we can say that the hotel is a place full of culture and knowledge. So people who work here must have more knowledge, culture and self-restraint. The guest is tasting a dish, and the waitress in her ear introduces the knowledge about this dish in a sweet voice, including its origin, spread, characteristics, new ideas and so on. This not only increases the fun of tasting dishes, but also allows guests to gain some new knowledge and information, making them feel glad that you are from another level.

In every corner of the hotel, there are polite service personnel, standardized operation, professional smile and polite manners, so that guests are always influenced by etiquette culture. Individuals in society are always influenced by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel people, but also has a beneficial impact on guests and promotes the quality and cultivation of the whole society. When guests arrive at a new place and stay in a hotel, they can't wait to learn more about the local regional culture, customs and landscape features. Hotel people should be familiar with this. The hotel is just a single building. Only under the regional background can he have a rich background and cultural background. For foreign guests, they come here either for the landscape characteristics of this place or for business, and basically not for a separate accommodation environment. Therefore, the hotel needs to have a function that can provide as much convenience as possible for the guests by virtue of the identity of the landlord. For example, introduce local tourism resources, such as the path guidance of local business office. In this way, the hotel really becomes a window for local communication with the outside world. There is also a culture called "problem solving", which is the ability to provide knowledge to help guests solve problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.

Cashier is an important position in the hotel, which requires a strong sense of responsibility and good communication skills. It is very stressful for me. In the face of difficulties and pressure, I didn't flinch, but rose to meet the challenge. After working in the cashier position at the front desk for nine months, I can say that I am qualified for this job now, and I believe I will do better in other similar positions in the future.

These are some of my feelings during my internship. Generally speaking, from my nine-month internship, the management of this hotel can be summarized as follows:

First of all, we should change the traditional attitude towards employees. People are the main body in management, and all managers are small and should be grasped. The relationship between superiors and subordinates in management is only a division of labor, not a relationship between ruling and being ruled; On the contrary, the modern management concept tells us that management is a special service. Only when managers serve their subordinates well and help them make outstanding achievements in their work will managers have their own management achievements. The management of modern enterprises must adhere to the "three gods", namely: market, customers and employees! An old employee said to the leader in the hotel BBS: "Be kind to employees and be a good leader. Remember, you can't manage all machines. " I think this may be what every employee wants to say to the leader.

Second, enterprises lack a spiritual corporate culture that can unite people. A nation has its own national culture, and an enterprise also needs its own corporate culture. Corporate culture construction is not dispensable, but necessary for the survival and development of enterprises. When the enterprise is facing various challenges, it needs Qi Xin, the owner of the enterprise, to work together and unite to overcome the difficulties. For enterprises that don't have a good corporate culture, they are usually fragmented. When something happens, they will think about their worries, but no one really thinks about the development of the enterprise. In other words, they just don't integrate themselves into the enterprise. It can be seen that the construction of corporate culture is a necessary guarantee for the survival and development of enterprises.

Third, enterprises lack effective incentive mechanism and promotion system. In the hotel incentive mechanism, too much attention is paid to material incentives, while spiritual incentives are ignored. In fact, in addition to traditional rewards and punishments, there are many incentive methods that are worth learning from our managers. Sometimes, a smile or a compliment from the leader is more effective than a salary increase reward!

The nine-month internship has become a thing of the past, and the past successes and failures have become a thing of the past. We should not show off or grieve for them, but should adjust our mentality, meet future challenges and face upcoming problems. There is a lot of knowledge to learn in life, but what we have learned now is far from enough. Therefore, we should prepare for the next stage of internship, set out with a goal, work hard and sow the seeds, and we must have diligent cultivation and cultivation to have a bumper harvest.

Jinci Hotel is the first place to work after I entered the society. The nine-month internship is of great significance to me personally. From an inexperienced intern who left the campus to being able to face all difficulties and pressures independently, I am very grateful to the school and Jinci Hotel for giving me this opportunity. Finally, I wish all alumni in our school can realize their life value in their own jobs.

The above are some feelings and thoughts of my internship. As a feeling, there may be many subjective traces, but only employees can truly appreciate this feeling. Therefore, I hope that managers can consider employees more than the interests of the hotel before making a decision. Only in this way can more employees support them. Finally, I would like to thank the hotel for providing such internship opportunities and the teachers for their help. I wish the hotel better and better!