Six summary reports of hotel training courses

Summary report of hotel training course 1

After more than two years of study and accumulation, I finally started a new course in my life-inter

Six summary reports of hotel training courses

Summary report of hotel training course 1

After more than two years of study and accumulation, I finally started a new course in my life-internship. As a hotel major student, I chose a hotel receptionist who is similar to my major as my internship post.

First, the purpose of internship

Go deep into the job, understand the specific work content, and combine the theoretical knowledge with practice.

Second, the internship content

When I first arrived at the hotel, I was very excited. After all, it's the first time I really stepped into social work, and I feel fresh and curious about everything. But when I officially took up my job, I found that this job was very hard, but it also benefited people a lot.

As the facade of the hotel, the front desk is the first department to influence guests and provide services. The efficiency and profit creation of a hotel basically starts from there. So generally speaking, hotels have higher requirements for the front desk, and usually require English to pass Grade 3.

The work of the front desk is mainly divided into reception, room sales, check-in, check-out and expense settlement. Of course, this also includes answering questions for guests, helping them deal with service needs, telephone transfer, taxi calling service and air ticket reservation. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but will choose the front desk of the department they contacted first, so the front desk will also work as the coordination center of the whole hotel. The requirements of the guests are basically the same. The lack of a hair dryer, a towel and a clothes hanger is usually trivial, but some guests will make trouble without reason. For example, when booking air tickets, the guest himself said that he would book three air tickets to Beijing, and the guest signed for confirmation. However, when our front desk staff booked tickets for the guests, the guests refused to admit that they had booked three tickets and asked us to refund the extra tickets. Although it was not our fault, the hall manager asked us to admit our mistake and refund the ticket because he had his own signature confirmation form. I was very angry at that time, but as the saying goes, "the customer is God" and "the guest is always right" are well-known management maxims in the hotel industry, and I deeply realized them.

At the front desk of the hotel, the work is divided into three shifts: morning shift, middle shift and all-night shift, and it is rotated once a week. 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, and one cashier can be assigned, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working allows newcomers to gain experience quickly, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

Third, internship experience

Internship is a good platform, which gives us a new understanding of society. Only when you have experienced it in reality can you understand that society is so complicated and far from perfect. During my internship in the hotel, for a while, I found my thoughts and opinions so naive, but then I slowly let them go. In college, we are just a blank sheet of paper. Only through internship can we experience society and life. In this humble position at the front desk, I can feel the human feelings in 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 things I had never paid attention to.

Obviously, the workload at the front desk is very heavy. Moreover, when the hotel receives important guests, it is generally the manager who will give instructions or even handle them personally, and no negligence is allowed. 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 come from all over the country for sightseeing, so they can feel that different regions have different cultural atmosphere. Of course, most of them are domestic tourists, and few are exotic.

Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedure of this work is complicated and numerous. In this long and short time, I found that to do a good job, we must adjust our mentality. No matter whether the work is heavy or leisure, we should finish every job with our heart, not complain. When you make a mistake, try your best to make up for it, instead of running away. What I want to say is that at present, the salary of the hotel front desk is generally the basic salary plus commission. That is to say, there are many guests and the salary is high. This is the motivation to encourage everyone to work hard and work overtime.

Fourth, the internship summary

As a newcomer, mistakes will inevitably occur in the work. Fortunately, the manager and colleagues didn't blame me very much, but gave me comfort and encouragement, which made me very moved. It is not easy to meet such an enlightened boss and colleagues. Thank 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 shy about asking questions.

The internship is over now. It was an unforgettable day, full of joy, sweat and bitterness. It's hard to make it clear in a few words. These three months are very short, but the process is very long. I want to sum up, strengthen my own shortcomings, reorganize 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.

Level II Summary Report of Hotel Training

Internship is a rare experience opportunity for every college student. As students who live on campus all the year round, we still have a lot of doubts and even confusion about this society and our future. But after coming here and coming to society. It seems that many questions have been answered, and those problems that were once confused and confused have gradually been solved in society.

Now, through the social practice in _ hotel, I have gained a lot of new gains and new understandings in my work. Although there are still some areas that need to be improved, there has been a great increase compared with the past. My work is summarized as follows:

First, the goal of internship

For college students, internship is an opportunity to practice professional learning, and it is also an experience stage to understand the social environment. To this end, the main objectives of my internship are:

1, adapt to the environment in the hotel environment, experience the work, correctly understand the hotel management system, and practice your professional knowledge.

2. Experience the social environment, adapt to the independent life in the society, and exercise your ability to handle life affairs.

3. Strengthen interpersonal communication, learn work and life experience from communication and consultation, and exercise intrapersonal communication ability.

Second, personal thoughts and feelings.

In the actual social environment, I met many strange setbacks and experiences that I didn't have on campus. Although I feel terrible, I am aware of some difficulties in society and work. Let me learn to solve and deal with the shortcomings in these work, and improve my thinking and ability.

Through the experience of internship, I have exercised my thoughts, improved my work enthusiasm and attitude, strengthened my self-management ability, and kept my good mentality and management ability in my work and life. Learn to compete, learn excellent skills and constantly improve yourself.

Third, the hotel work situation

At work, as an intern, I was initially responsible for some simple basic work. But at work, I never slack off. Although the work in the hotel is very tiring and hard, I always perform my duties diligently and learn from them. Gradually, I also began to undertake some basic management work, and give full play to what I have learned to better exercise my ability at work!

Fourth, internship experience

In the internship, I really deeply realized the hard work. Many interns are responsible for manual labor, so many people quit their jobs shortly after internship. But I persisted, encouraged each other with the interns around me, and finally adapted to this job smoothly.

This experience taught me that there is no really difficult job. As long as you persist, you can adapt to difficult things and break through the predicament!

Summary report of hotel training courses 3

Interns are important resources of hotels and knowledge of hotel industry. First of all, the salary and welfare of interns will be much lower than that of regular employees, and work, like regular employees, will help reduce labor costs. Secondly, interns are more specific and targeted than experts' short-term investigation and consultation when they find and solve problems in enterprise management and service, and they are more likely to find some neglected problems when they first enter the enterprise than long-awaited employees. Thirdly, there must be some differences between the theory and practice they have learned in their study, so that they can look at the links and processes of enterprise management and service with doubts, which is conducive to raising and solving problems. However, with the rapid development of modern economy and the change of social system, there are many problems in the use and management of interns in hotels, such as the low enthusiasm of interns and the difference between internship purpose and hotel demand. How to fundamentally solve these problems and manage interns more scientifically and reasonably is inseparable from the future development level of the hotel.

First, the problems of hotel management interns

1, the internship period is short, and interns lack a sense of psychological belonging. As a student, the required internship period is short, and generally you will not stay and work after the expiration. These objective factors make it difficult for interns to have a strong sense of responsibility and mission, and it is easy to breed the psychology of "being a monk one day and ringing the bell one day". Interns often find that they can't get familiar with and adapt to the new environment immediately, and they will inevitably make some low-level mistakes. They are very nervous at work, afraid of making mistakes, fines, reprimands from the foreman and supervisor, and afraid to explain when they are wronged at work, which leads to students' long-term inability to adapt to hotel work. At this time, hotel managers and old employees often take a reprimanding and impatient attitude, making these interns feel like outsiders. In addition, they don't want to stay here for a long time, so it is difficult to integrate with the hotel and have a sense of belonging.

Because the internship time of interns is mostly between six months and one year, interns are assigned to work in various departments, especially relevant departments with technical content. It takes about three months to bring a new person out. It is often necessary to return to school or change internship positions just after getting familiar with the business, so it is necessary to re-train new people, which will have a certain impact on the normal operation of the hotel department and is not conducive to long-term management. How to make them play their role to the maximum in a short time is a problem that hotel managers must think about.

3. Interns don't have enough social and practical experience. Hotel guests are complex in composition and belong to high-consumption places. Because the interns have just left school, they are young (technical secondary school students), lack of social experience, lack of right and wrong judgment, and their moral cultivation is uneven. A small number of people are easily infected with bad habits such as leisure and hate work, vanity and so on, which will affect the overall image of the hotel. In addition, interns just put down their books and have rich theoretical knowledge, but lack practical work experience, so correct ideological guidance and practical training are very important.

4. Intern's low satisfaction with the hotel. Because interns have too high expectations for hotels and jobs, too high requirements for managers and too sensitive to finding loopholes in hotels. When the gap between expectation and reality is too large or even deviated, it is easy to conflict with the hotel system. Hotel system is to standardize the service standard of every employee, and strict management system is the basic guarantee for the normal operation of the hotel. Without strict management system, there will be no high-quality service and no good economic benefits. However, in order to improve work efficiency, many hotels mainly adopt the way of "punishment" in management, and employees rarely have incentive mechanism in their work, which makes the system lack of human touch, resulting in their low satisfaction with the hotel, which is not conducive to hotel management.

5. Single source and many interns. Once the phenomenon of collective withdrawal occurs, the number of service personnel will be drastically reduced, and temporary replenishment cannot be completed in a short time, which will have a fatal impact on the hotel.

Second, the hotel to solve the management problems of interns countermeasures

1. Enhance interns' sense of identity with the hotel. Contract workers and interns should be encouraged to communicate more, so as to avoid artificial xenophobia, discrimination, bullying and marginalization. Hotel managers treat interns as formal employees and contract workers emotionally to avoid discrimination. The manager's working style should make interns feel that the hotel is trustworthy and worth working for. For interns who have been in school, are simple-minded and demand fair treatment, the positive effect is more obvious and can increase their sense of belonging. Hotels should encourage interns more, punish them less, guide them more and complain less. For example, Kaiyuan Xiaoshan Hotel regularly holds seminars for interns to listen to students' opinions. On the one hand, it helps to understand the cooperation between departments with internships and master students' opinions. On the other hand, students are encouraged to discover the defects of the hotel and give praise and rewards to the valuable suggestions put forward by students. Pay more attention to interns, pay close attention to the ideological changes of interns while caring about their lives. Pay special attention to the daily life of interns and arrange corresponding facilities and group activities within the scope of expenses.

2. Properly arrange intern rotation. Interns go to the hotel for internship, hoping to contact more different departments through a period of internship (usually half a year), and they have the requirement of rotation. For hotels, the problem of job rotation is that interns may only be familiar with one department and have to practice in other departments, which will inevitably bring difficulties to management training. To this end, some hotels simply do not implement rotation, and directly adopt the way of departmental posts for interns. This practice reflects the short-sightedness of interns' resource value, fails to recognize the difference between employment and development, is not conducive to stimulating interns' enthusiasm, and also loses the possibility of finding the overall problem through a more comprehensive internship. Actually, rotation is not difficult to solve. Specific practices can make different internship plans for each intern, avoiding simultaneous rotation, which may increase the workload of the personnel department, but it is easy to ensure the service quality of the front-line departments and help interns achieve their internship goals.

3. Master the communication skills with interns. First, for interns' mistakes, we should innuendo first, then state the regulations, and finally punish them according to the regulations, so that interns can have a gradually constrained adaptation process; Second, encourage more and always keep interns' interest and enthusiasm in learning; Third, interspersed with cases that can make internship life flexible, encourage them to analyze by themselves and draw inferences from others; Fourth, master the personal characteristics of interns, communicate with trainers in the distribution department in time, and ensure the inheritance and continuity of intern teaching.

4. Diversity of training methods. Interns usually teach directly on the blackboard during their study at school. Research shows that the older you get, the worse your attention and memory are, while your understanding ability is gradually increasing. After all, interns are still young and have a deep memory of colorful and varied things. This kind of demand with few but precise contents and various forms is very suitable for teaching methods such as slides, videos, movies and visits. For example, in cultivating interns' obedience and hard-working spirit, Kaiyuan Xiaoshan Hotel often gets twice the result with half the effort by appointing veterans to conduct military training for interns and organizing to watch films that promote the spirit of unity and cooperation.

5. The hotel's development and utilization of intern resources should not be a short-term behavior, but should have a long-term planning and consideration. According to its own conditions and needs, the hotel should sign a stable intern rotation contract with tourism colleges, and choose 3 to 5 tourism colleges with good student quality for long-term cooperation. For example, Xiaoshan Hotel in the New Century is connected with well-known domestic tourism colleges. Through analysis and comparison, it is determined that the cooperation of fixed colleges and universities and signing long-term cooperation contracts can not only ensure the quality of students, but also create greater benefits for the hotel after the students take up their posts, indirectly reduce the labor cost, save the recruitment cost of annual enrollment, and be conducive to the connection and arrangement of time, personnel, expenses, management, training and use. There are many excellent interns every year, and the hotel human resources management department should explore the outstanding ones as reserve talents through observation and assessment. For excellent people, you can arrange junior management positions for exercise and inspection, or you can book them in advance in the form of an agreement. After this cycle for several years, the hotel will have a large number of talent reserves, which can strongly support the business management activities and the demand for talents for enterprise development, and make the hotel human resource management enter a benign cycle track.

Interns play an active role in hotel management. In addition to saving labor costs, interns, as a specific group of hotels, should also pay attention to their own resource development value. Intern is the best way to solve the problem of hotel human resource allocation, which is beneficial to hotel enterprises to rationally allocate and effectively use human resources, and finally achieve the business goal of maximizing organizational benefits.

Summary Report of Hotel Training Course 4

I started my internship at the end of this year. During my internship, I felt deeply, learned a lot and gained a lot. I personally realized the hard work, the complexity of society, the importance of practice and the necessity of reading. During my internship, I followed the hotel's arrangement and plan step by step, studied hard and worked actively.

During my internship, my work scope is the front desk of the hotel. At first, I was assigned to the switchboard. Generally speaking, this job is the simplest and there is no pressure at work. After working for a month, I feel that my passion will be erased by this boring job. But at this time, an opportunity appeared in front of me. Through my unremitting efforts and the help and care of hotel leaders, I successfully won the second place in the service skill competition. I changed my internship post after the game. Spent 12 days in the concierge. The main job of the concierge department is to welcome guests, open doors for them, greet them with a smile and guide them. Although the concierge didn't arrive much early, I was glad to see the chubby and lovely supervisor.

In the next month, I will be an intern at the front desk. Relatively speaking, the front desk is a very training place. You have to face all kinds of guests every day and solve their problems. Any question, whether reasonable or unreasonable, should be answered satisfactorily. The customer is God, which is the principle respected by the service industry. There are many trivial matters at the front desk, which is the hub department of the whole hotel and also comes into contact with the cashier. I made many mistakes when I first came to study at the front desk. The department leaders gave me patient guidance and great help, which made me grow up quickly. But I worked hard myself, lived up to the expectations of the leaders, got on the right track soon, worked independently, and was able to stand alone. In these nine months, we have also experienced National Day holiday, New Year's Day, Spring Festival and other major festivals. In this busy festival, we learned a lot and passed it smoothly. As they say, after all this, it proves that we have really grown up and started our own business.

The work is very tired and hard, but it is also very happy and happy. Busy and difficult work will make us depressed and retreat afterwards. But you face it and solve it. This is growth. At the same time, we live in harmony. In this big family, we support each other, face difficulties together and go out to play together, leaving us with laughter.

In short, during my internship, I tried to retreat because of difficulties, but I was also proud. I also learned knowledge that is not available in books. I have also served a real hotel, enriching and consolidating my theoretical knowledge in college. This internship experience is my harvest. I can use this experience to guide my future study and work, and my understanding of society and social people has deepened. This kind of wealth is precious and priceless! He can teach me how to be a person, what kind of person I will become, and what kind of person I will become in the future. Especially in the period when we are about to graduate, we have defined our goals, defined our direction, gained motivation, found shortcomings, saw the gap and strengthened our confidence. This is our harvest, our wealth and our achievement.

Summary Report of Hotel Training Lesson 5

With the rapid development of social economy and the continuous improvement of people's living standards, the hotel industry has developed rapidly. Although the scale, grade, service level and management quality of hotels are uneven, from the perspective of the development and economic benefits of the hotel industry in recent years, the larger the scale, the higher the grade and the better the service quality, the higher the operating benefits will be. Because with the development of economy, people's moral quality and spiritual courtesy are constantly improving, and at the same time, the demand and requirements for this industry are getting higher and higher. So the more upscale the hotel, the more crowded the guests are. This reflects that the hotel service industry has become an important window of social etiquette.

The service quality of the hotel is the central work of the daily management of the hotel. All employees should have a sense of quality, and managers should establish the concept of service quality. Only when the concept of quality is firmly rooted can quality be truly regarded as the lifeline of enterprises in daily management. Service quality refers to the degree to which the service brought by the hotel adapts to and meets the needs of the guests in terms of use value (including spirit and material), which should not only have material applicability, such as the quality of facilities, equipment and food, but also have spiritual applicability, such as good hotel atmosphere, service labor and employees' mental state. The higher the use value of the service, the better the service quality. On the contrary, the service quality will be worse. To improve the service quality, we must improve the use value of the service quality. The improvement of hotel service quality is based on the concept of quality.

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 depend on the hotel and its people to a greater or lesser extent. In addition to receiving culture or knowledge in the process of understanding the service, they will also ask the 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 there 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 features of this place or for business, basically not for a separate accommodation environment. Therefore, the hotel needs to have a function that can bring as much convenience as possible to 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 "solving problems", which means that the knowledge that helps guests solve difficult problems brings potential. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.

A year has passed in an instant, and our internship process will soon be over. In retrospect, I feel a little nostalgic. Manager Liang's instruction and guidance, the gentle smiles of the foremen and the waiters who served with us all made me unforgettable. Internship laid the foundation for me to step into the society in the future. This is a platform for me to go from school to society. Because of their guidance, I successfully completed the internship task. After this internship, I learned to live and study seriously and how to treat people. On the road of life, I will cherish every opportunity, bravely challenge myself, improve myself and make myself mature.

Summary Report of Hotel Training Lesson 6

Just one month's social practice passed quickly, and my first job ended like this. I learned a lot, felt a lot, and realized a lot when I worked in Chutian Road Hotel for a month. During this month, I also learned something that will benefit me for life. The first practice, the first job, let me understand that at the moment we are just flowers in the greenhouse, and we have not experienced any wind and rain, so when transplanted outdoors, we will wither. Therefore, it is necessary and necessary to participate in social practice activities. In this way, when we leave school, we can better step into society, get in touch with society, understand society and join society. Practice can also broaden our horizons in society, increase our talents, and define the goals of our future life. Society is a big classroom, which can let us learn, educate and inspire us and lay a solid foundation for our future life.

First, try to make money.

Working hard in the hotel all day, dealing with the same things and doing the same things every day, is really boring and hard. I really understand that it is really not easy for parents to earn money at home.

Second, interpersonal communication.

What impressed me most about this practice is interpersonal communication. Everyone knows that interpersonal communication in society is very complicated. I think it's hard for everyone to say clearly. Only when you have experienced it can you understand it and have a profound experience.

The hotel is like a big dye vat. People get together for work. Everyone has his own thoughts and personality. It takes a lot of skill to get along with them. If we can't change anything in communication, then we must adopt various methods to adapt to it. I learned a lot from this practice, but the most important thing is that I have greatly improved in dealing with people and how to deal with interpersonal relationships. At the same time, in this practice, I deeply realized that in the process of practice, we Qin Yingren are hands-on, constantly pondering, constantly learning and accumulating. Ask more questions if you don't understand, consult more teachers, communicate more with colleagues and cooperate more.

Third, the management of managers.

A hotel has many managers, just like the leaders of our school and the class cadres of our class. If you want to be a good manager, you must have your own good management plan. Manage every employee with new management methods. But in terms of management methods, you should have different management plans for different employees, so that your employees will obey you.

Fourth, self-reliance and self-reliance

At home, we have the care, care and care of our parents and live a carefree life. However, only by entering the society and taking part in the work, no matter what kind of difficulties or setbacks you encounter, you must solve them by yourself and bear them alone. In this month's practice, I also learned to be self-reliant. Everything depends on myself, even if my parents are not around at the moment, I can be independent.

In this month's practice, I almost gave up halfway. The monotony of work, the pain on my feet, the hot weather and the prickly heat on my body almost made me give up. But I survived, I beat myself, and I can stand on my own feet.

Verb (abbreviation for verb) the importance of occupation

I choose to learn cooking, and naturally I pay more attention to things related to my major in this practice. Although I'm just a Dutchman who works in the kitchen, I'm excited to really apply what I learned at school. In school, the practice time is generally less, and most of the majors I have mastered belong to the theoretical part, which is sometimes not used at all in practical operation. This makes me understand how to combine the theoretical knowledge with practical operation is a very important link. So we should learn our professional knowledge better and lay a more solid foundation for our future work.