Summary of intern's front desk work

First, the basic situation of internship

As a graduate majoring in hotel management, I have been applying for Huatian Hotel for some time. Looking back on this period, it was a precious experience in my life and left me with unusual memories. Looking back on this internship in the hotel, I feel that I have benefited a lot and learned a lot of knowledge that I can't learn in class and books. During the internship, the unit gave me enough tolerance, support and help. Under the careful care and guidance of leaders and colleagues, through their unremitting efforts, all aspects have made certain progress.

The opening time of the hotel is11.2,2003. Building height 15 floor, with 262 rooms (sets) in total, with a standard room area of 20 square meters. The area where the hotel is located is densely populated, with developed commerce and convenient transportation. It takes only 10 minutes to the East Railway Station and the bus terminal. In 2008, it was rated as a national five-star hotel with 1 1.2. I was assigned to work at the front desk. Although I prefer the work of front desk reception to restaurants and guest rooms, I am very uneasy. I don't know if I am qualified for this job. The front desk is the facade of the hotel, the place where guests form their first impression of the hotel, and the first department that influences guests and provides services. The efficiency and profit creation of a hotel basically start from here. Therefore, generally speaking, hotels have higher requirements for front desk staff, and usually require English to pass Grade 3. The front desk service basically covers all the services that the hotel can provide, so the front desk service personnel need to have enough knowledge of all departments of the hotel to provide satisfactory and thoughtful services to the guests. During my study, I got a deeper understanding of some basic daily operations of hotel guests, such as how to check in and check out, and carried out practical operations. The work of the front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, it also includes answering questions for guests, helping them to handle service requirements, telephone transfer, taxi outbound service and air ticket booking business. In addition, the front desk is the department directly contacted by the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the first department they contact-the front desk, so the front desk will also work as the coordination center of the whole hotel. Obviously, the workload at the front desk is very heavy. Moreover, when the hotel receives important guests, the manager will usually give 1000 instructions or even handle them personally.

I recommend it carefully.

No negligence. I have to say, patience and carefulness are the things that every hotel employee must have. Although the work in the hotel is the same, it is repeated every day, but most of the guests received are tourists from the surrounding areas, so they can feel that different regions have different cultural atmosphere. The extra requirements of ordinary guests are basically the same, such as a hair dryer, a towel and a clothes hanger, which are usually trivial things; Sometimes some guests will be unreasonable, but as the saying goes: "The customer is God" and "The guest is always right", which are well-known business maxims in the hotel industry.

The work shifts at the front desk of the hotel are divided into three shifts: morning shift, middle shift and all-night shift, with weekly rotation and rest. There are two people in the all-night class, three in the morning class and three in the middle class. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose, which can be assigned to one cashier, one person is responsible for registering sales, and the other person is responsible for other services and contact work in the case of heavy workload, which can also reduce the pressure on cashiers and make them clear-headed and not make mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

I recommend it carefully.

Perhaps, in the eyes of others, the work at the front desk is very simple. In fact, the procedure of this work is complicated and numerous. During these months of long or short talk, I found that to do a good job, we must adjust our mentality. No matter whether the work is heavy or leisure, we should complete every job with a positive attitude instead of complaining. When you make a mistake, try your best to make up for it, instead of running away. At present, the salary of the front desk of a hotel is generally the basic salary plus commission, which means that there are many guests staying and the salary is high, which is the motivation to encourage everyone to work hard and work overtime. As a newcomer, I will inevitably make mistakes in my work, but fortunately, my manager and colleagues didn't blame me very much and gave me comfort and encouragement, which made me very moved. I am very grateful to an elderly colleague for telling me that no matter what kind of environment, I should remember three things: first, diligence, second, patience, and third, never be ashamed to ask questions.

I recommend it carefully.

Second, the internship experience

(a) Achievements and gains

I really learned a lot these days. In addition to some basic skills and common sense of service, I also learned how to be a man, how to deal with my own interests and those of the hotel, how to deal with interpersonal relationships among colleagues, and how to adjust my mentality. What I realized was that a waiter should have a strong sense of service. Practice is a good platform for us to have a new understanding and familiarity with society. Only when we have experienced it in reality can we understand that this society is so complicated, far from what we imagined.

Simple. During my internship in a hotel, for a while, I found my ideas and opinions so naive, but then I gradually let them go. When I first started working, I didn't adapt to the long standing time and the change of work arrangement. At the end of the day, my hands and feet are stiff and sore. The first thing I want to do after work is to find a place to sit down and rest. I really can't stand it for a while. For these, I gritted my teeth and persisted, and I realized more deeply that it is not easy to survive. When I was at home, I had no worries about food and clothing. I didn't really think about how these things came from. Now when I have a job, I find it hard to get it. In college, we are just a blank sheet of paper, and appreciate society and life through practice. At school or at home, there may be teachers or parents who specify what to do today and what to do tomorrow, but here, no one may necessarily tell you this. You must do it consciously and try your best. The efficiency of a job will be evaluated differently by others. In school, it is mostly a learning atmosphere. After all, school is a place to study, and every student is striving for higher scores. This is the workplace, and everyone will work hard to get higher salary and promotion. There is competition in both study and work. In the competition, we should constantly learn from others' advanced places, and also learn how others behave, so as to improve our ability. In this position at the front desk, I can gradually feel the human feelings in the society. I have accumulated a little social experience, learned the way of life and understood the complexity of interpersonal relationships, which is the most precious part of the whole internship process. During the whole internship, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to what I didn't pay attention to.

I recommend it carefully.

Through this internship, I have a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests and made many good colleagues and friends. They let me know more about society, broaden my horizons and teach me how to adapt and integrate into society. During my internship, I contacted the society in advance, realized the current employment situation, and made a plan for my recent employment plan in advance. Through this internship, I found the point of convergence between myself and society, and gave guidance for my employment direction.

(b) Problems and shortcomings

In my future work, I will strive to improve my own quality and overcome my own shortcomings. My goals are as follows.

Direction efforts:

First of all, learning is endless, the times are changing rapidly, and the knowledge of various disciplines is changing with each passing day. I'll

Persevere in learning all kinds of knowledge and use it to guide practice;

Secondly, "I am diligent but not idle", I will continue to learn business knowledge in my future work, and constantly improve my various abilities through reading more, learning more and practicing more;

I recommend it carefully.

Finally, constantly exercise your courage and perseverance to improve your ability to solve practical problems, and

Slowly overcome the impatience in the work process, and treat every job positively, enthusiastically and meticulously.

Three. Comments and suggestions

E-hotel has a suitable room status display and processing system, but it has not been well applied. I made a simple analysis of this problem.

Question: After the room is checked out, it usually takes the room attendant 20-30 minutes to tidy up the room. This speed is random, and different guests need different time to make rooms. The current operation process is: check out-check the drinks in the room-set the room to OK- prepare new guests to check in. Many times, the choice of guests is centralized, mainly because of the convergence of guest choices, so the occupancy rate and new guest update rate of some rooms are very high, which is determined by many conditions such as guest habits, house prices, seasons and so on. In our existing operation process, there is no time reserved for the room attendant to make a room, and it often happens that the room is not finished and the floor is informed to open the room, and then the room attendant often complains. This situation is not conducive to the improvement of room service quality. Therefore, I suggest making effective use of the existing electronic room status display monitoring system.

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The main methods are as follows.

1. Re-plan the process from check-out to purchase of OK rooms, absorb the practical experience of rooms and front desk attendants as much as possible, and make the most efficient operation process and division of responsibilities;

2. From the check-out to the room attendant's room making, the room foreman will make rounds and then determine whether you can buy an OK room. This operation is to avoid the above situation.

In addition, because the front desk staff use paper and pen to manage the room status for a long time, they may need more training and regulations to strengthen the use of computers. This conversion may be a bit difficult. But I believe that as long as the management is willing, employees can improve their work efficiency and will naturally receive good results.

Now the internship is almost over. It was an unforgettable day, full of joy, sweat and bitterness, and it was difficult to put it clearly in a few words. These months are short, but the process is long. I want to sum up, strengthen my own shortcomings, rearrange my confidence and welcome a new beginning. Through this internship, I really learned a lot of practical things that I can't learn in class.

I recommend it carefully.

In the next two years, I will continue to study at school. The internship at this stage has laid a certain foundation for my future study and work. Finally, I would like to thank all my colleagues and managers in the hotel for their concern and care during my two-month internship. I learned a lot from you, and I am very grateful to the hotel for letting me increase my knowledge and experience life during my internship. I sincerely hope that the hotel will get better and better.

I recommend it carefully.