Practice report of hotel housekeeping department

Shaoguan University CITS Office Chen Lang

With the rapid development of society, contemporary society has higher and higher requirements for college students who are about to graduate. For us who are about to graduate, in order to better adapt to the severe employment situation, integrate into the society as soon as possible after graduation, and lay a solid foundation for ourselves to enter the society, the Institute of Tourism Geography arranged this internship for the students of the 09-level international travel class.

Internship: xunliao bay Jinyintan Holiday Hotel, Huidong, Huizhou.

Practical purpose: to integrate theory with practice, to better consolidate and improve the relevant knowledge students have learned in school, to cultivate our basic work skills, to improve our ability to deal with practical problems, and to understand some main contents of service practice.

Internship content:

I am an intern in the hotel housekeeping department, and I have to go through training before I take up my post. The main content of the training is how to make the bed. It is our dean who teaches us to make the bed, and even every step of making the bed has requirements. The whole process of making the bed, including throwing the sheets, covering the quilt, flattening, three-in-one and covering the pillowcase, must be completed within three minutes. Throw away the sheets first, which is generally required to be done at one time to ensure that the center line of the sheets coincides with the center line of the whole bed. Next, wrap the corner of the sheet, that is, wrap the sheet neatly into the upper and lower mattresses. There must be no gap between the sheets and the mattress, otherwise the sheets can't be kept flat. Then start to cover the quilt, which is also very exquisite and skillful, that is, align the corners of the quilt with the quilt cover and then shake it a few times. Others can be arranged in detail, requiring the center line of the quilt to coincide with the center lines of the bed and sheets, which is the "three in one" in the process of making the bed. After that, the last step is to put the pillow in the pillowcase, keeping the full side facing the end of the bed, and the opening direction of the pillowcase is either facing the wall or the window.

When I officially went to the housekeeping department for an internship, I found that the job of the housekeeping waiter was not just as simple as making the bed. The room attendant's first task is to check the room. Then clean the guest room. Clean the guest room according to the rules. During my internship, I learned that the job of the room attendant is to knock on the door first and then make rounds. If I find anything missing, I should report it to the foreman immediately. After rounds, the first step is to open the window, then pick up the garbage and throw it out. Next, we will start making the bed. We should take away the quilts, sheets and pillowcases used by the guests and put them on according to the bed-making procedure. After all this, we began to clean. It should be noted that the wet cloth here generally wipes wooden furniture, while the dry cloth wipes metal and glass furniture. Every small place is not immune. The whole wiping sequence is cyclic. During the whole process, we must put all kinds of furniture and appliances back in place and check how many daily necessities are consumed in the room. Very detailed things, such as: when cleaning the mirror, pay attention to look sideways to see if the mirror is clean. , need to be taken seriously in the whole cleaning process. Sweep the floor after cleaning. The last step is to replenish the items consumed in the room. In addition, every staff member should have a sense of safety, and the waiter should know the general knowledge of fire fighting. In addition, waiters should know more about hotels and cities, provide more unexpected services for guests and make them more satisfied.

Internship harvest:

(A) improve the ability to respond to emergencies

Working in the housekeeping department, you should be prepared to fight every day, because as a waiter, you have to face different guests and different events every day, and some guests will inevitably be rude and even swear. In the face of such a situation, it is another test for me how to appease the mood of the guests and protect the interests of the hotel.

(B) the improvement of service skills

In this internship, I retrained my service skills and service standards, became more familiar with service work, got a deeper understanding of service and further improved my service skills. More skilled service, able to skillfully complete the service work. And can help train hotel managers and supervisors, and with the improvement of service skills, improve the work efficiency of employees, reduce work mistakes, and provide more thoughtful and convenient services for guests.

(C) the improvement of professional ability

The accumulation of hotel training and internship experience has increased my employment opportunities and improved my working ability after graduation. In this process, my language ability, communication ability, observation ability, memory ability and adaptability have all been improved.

Practical experience:

Internship gives us a new concept of society, which makes us feel that this society is so complicated and sometimes makes people feel physically and mentally exhausted. After a period of internship in a hotel, I became reticent, because I found that in the face of such a vast world, my thoughts and opinions were so naive and my mind was not broad enough. I can only observe, feel and hone quietly. I didn't tell my family what I did during my internship. I'm afraid they'll be sad when they know. After working for a long time, I have released a lot of thoughts, so I regard internship as a body facing society and life. Starting from the bottom of society, while practicing, feeling social feelings, accumulating social experience and ways of doing things, and understanding the complexity of interpersonal relationships, perhaps this is the most important thing in internship life. Internship life is like a magnifying glass, which not only shows me the excellent side, but also magnifies your shortcomings and deficiencies in all aspects without reservation, which is also the premise of a person's progress.

Opinions and suggestions on internship

(A) Suggestions to the College

1, which should be introduced in detail before internship preparation.

In this internship, the department of the internship mobilization meeting before the internship only gave some general information. I think it is necessary for students to know what to bring. This time, because I didn't know the climate there, I really found that the seaside was cooler at night and the sea breeze was often blowing. If I don't wear a coat to practice, I will catch a cold easily. Because some students don't know, they will endure it when the weather is cold at night, which affects the good internship state.

2. Improve the living allowance for interns.

In today's social situation, the RMB appreciates slightly and prices rise, but wages do not rise and money is worthless. Overtime pay in hotels is really low. Only one hour in 2.9 yuan is hard work, which makes some students reluctant to work overtime. It is suggested that schools and hotels discuss appropriately increasing the living allowance of interns and increasing overtime pay.

(2) Suggestions for hotels

1, hotel engineering problems

There are often some engineering problems in hotels, and there are often complaints and complaints from guests. The problem is that the hotel equipment is gradually aging and there are few engineers. It is suggested that the hotel gradually update outdated equipment and articles and hire more skilled engineers.

2. Interns should be fair, open and transparent when transferring jobs.

In this internship, students have some emotional fluctuations in the process of job-hopping several times, which I think is not open and transparent enough. It is suggested that the hotel convene a meeting of department heads before job-hopping, to explain some situations of this job-hopping, so that students can be psychologically prepared.

3. The internship reward system is not fair enough.

In this internship, many of our interns have won medals for outstanding interns, outstanding employees and so on, but how did we interns get them without knowing it? More than half of our interns are dissatisfied with some award-winning students, and some students work hard but get nothing. Therefore, it is suggested that hotel awards should be combined with management evaluation and intern voting, so as to be fair, just and transparent, and make interns more passionate and meaningful.

The internship is over. Every student has his own unforgettable story. Half a year is short, but the process is long. Back at school, I feel the atmosphere here is really good. There is no dispute between interests and desires, no distinction between superiors and subordinates, no teacher's inculcation, no students' love for each other. They are all sincere. Internship has given me a new concept of society. So much has happened in half a year. Finally, I thank the hotel and teachers for giving me such a rare internship experience. Thank you!