Urgent! Shop assistant internship report

xxx, Business Administration Class xxx Internship Location: 1:xxxx Hotel (Resident Internship)

Internship Purpose: To understand the hotel management process, hotel service and culture through field practice. Strengthen the combination of management theory and practice.

Practice time: xxxx-xx-xx-xx

Taizhou Kaiyuan Hotel

Taizhou Kaiyuan Hotel is the seventh hotel in the chain development of Kaiyuan Tourism Group, located in the center of Taizhou Economic Development Zone, at No.458 Donghuan Avenue, Taizhou City, adjacent to Taizhou Municipal Government, 1 kilometers away from Huangyan Jiyang. It is 2 kilometers away from Huangyan exit of Yong-Tai-Wen Expressway, and the transportation is convenient. The hotel department invested 22 million yuan. It was designed and built according to the four-star standard. In May 22, Taizhou Kaiyuan Hotel was completed and put into trial operation. The hotel covers an area of 24 mu, with a construction area of over 4, square meters and a building height of 9 floors. * * * has 372 luxury rooms and 7 restaurants, which can accommodate more than 1, people at the same time, and has complete recreational facilities. There are dozens of entertainment projects such as KTV box, chess room, gym and sauna center, and there are 11 meeting rooms of different sizes, which are equipped with eight-channel simultaneous interpretation. At present, the hotel is one of the highest-grade, largest-scale and most well-equipped foreign-related tourist hotels in Taizhou. The area where the hotel is located is a combination of rivers, seas and mountains, which can make guests feel honored and comfortable for business meetings, sightseeing and leisure vacations.

The department manager is responsible for hotel management. The general manager of the hotel has unified leadership and overall responsibility for the overall management activities of the hotel. The major principles and policies of the hotel are submitted by the general manager to the store affairs meeting for discussion and decision, and implemented after being approved by the group company. The hotel has a general manager, deputy general managers, managers' assistants and foremen to form the management of the hotel. The hotel has 1 departments, namely human resources department, finance department, security department, engineering department, housekeeping department, front office department, recreation department, catering department and public relations department. Sales Department. Taizhou Kaiyuan Hotel, under the indirect leadership of Kaiyuan Tourism Group, actively develops the real estate industry based on the service, people-oriented, brand-centered, chain-like model, market-oriented, learning-driven, green image and culture, relying on the comprehensive management and investment platform of the group company, taking the hotel industry as the leading industry, shaping a strong brand, implementing chain-like operation, Form competitive characteristics of the real estate industry, introduce and incubate related industries, strengthen the advantages of industrial combination and build an industrial linkage development system, and strive to build an efficient integrated management and investment and financing platform in the next five years, with more than 15 hotels in China. First-class hotel management companies and the most distinctive and long-term real estate companies in the province, Form a national enterprise group with a total sales income of more than 2 billion.

Under the indirect leadership of Kaiyuan Tourism Group, Taizhou Kaiyuan Hotel has built a strong brand with the service as the foundation, people as the purpose, brand as the core, chain as the model, market as the guide, learning as the driving force, green as the image, culture as the backbone, relying on the comprehensive management and investment platform of the group company and taking the hotel industry as the leading industry. Implement chain operation, actively develop the real estate industry, form competitive real estate characteristics, introduce and incubate related industries, strengthen the advantages of industrial combination and build an industrial linkage development system, and strive to build an efficient integrated management and investment and financing platform in the next five years, with more than 15 hotels. Domestic first-class hotel management companies and the most distinctive and long-term real estate companies in the province, Form a national enterprise group with a total sales income of more than 2 billion.

II. Brief analysis

Since the reform and opening up, the economic development of Shenzhen, Zhuhai and other coastal provinces and Zhejiang have developed rapidly, and the per capita income of Guangdong Province, which is far ahead in the country, has been continuously overtaken by Zhejiang Province in 22 and 23. Zhejiang's economic development has attracted the attention of Chinese people, and it has even been reported that it is strolling on the streets of Wenzhou City. Every 5 minutes, you can see a Mercedes-Benz or BMW passing by. Taizhou is located in the central coastal area of Zhejiang Province, bordering Ningbo and Shaoxing in the north, Wenzhou in the southwest, Jinhua and Lishui in the west, and the East China Sea in the southeast. It is one of the few economically developed areas in Zhejiang Province. Taizhou Kaiyuan Hotel is located in Taizhou Economic Development Zone, surrounded by tall buildings and villas, with scattered factories and convenient roads. No matter from the economic point of view, From a geographical point of view, it is a good choice to build and operate a large-scale star-rated hotel here. The catering industry here is more developed than that in the mainland. Compared with the mainland cities, its tourists not only come from businessmen and tourists all over the world, but also its local guests account for a considerable proportion, which is closely related to the living income level of local people. There are processing factories everywhere and even in every household, ranging from several hundred to three or five. Even ordinary farmers can sell their land use rights to investors with meager income. Almost all local customers like this are frequent customers, and some even take their whole families to stay in hotels. This advantage is unmatched by hotels in mainland cities.

3. Internship experience

1. Green advocates nature and protects the environment, which has attracted more and more attention. With China's emphasis on environmental protection, "green hotel" has become an inevitable choice for sustainable development. For the hotel itself, greening activities can improve the management level and make a qualitative leap in the basic color hotel with cost control as the core, and at the same time improve the public image and popularity of the hotel, marking the grade and taste of the hotel.

although some hotels mainly receive business, conference and other guests, their dependence on tourism is not very obvious, in general, the development of hotel industry is inseparable from the development of tourism, which is inseparable from environmental protection, and the hotel industry also provides support for tourism. The supporting role of hotels in tourism is manifested in two aspects: first, hotels provide the necessary infrastructure for tourism and meet the basic needs of tourists such as accommodation and catering; The second is to maintain and improve the environmental quality for the development of tourism and meet the needs of tourists for viewing, leisure and entertainment. Judging from the current development, the hotel industry's support for tourism is obvious at the first level, but it is not strong enough at the second level. Many hotels not only fail to play a supporting role, but also cause environmental pollution in scenic spots due to construction and operation, which makes the quality of scenic spots plummet. And the destruction of the environment is ultimately the destruction of the hotel industry itself!

Therefore, we call for environmental protection, not only for the awakening of consciousness, but also for solid actions.

2. Service quality

For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. A high level of 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 enterprises. In Kaiyuan, we can see that hotel leaders attach great importance to the improvement of service quality, even for our short-term interns. You must also go through strict etiquette training before you can take up your post. Follow-up training and guidance are given to old employees to continuously improve their professional quality and level. Department managers and supervisors often say to us, "Your every move represents our Kaiyuan, and your image is our Kaiyuan image". "Guests will never be wrong, but only us." "Only sincere service, Only in this way can guests smile. "

3. Hotel culture

There are service culture, etiquette culture, regional culture, food culture, difficulty-solving culture and so on everywhere in the hotel. All the staff in the hotel are the hosts, and all the guests will depend on the hotel and its people to a greater or lesser extent when they come to the hotel. In addition to receiving culture or knowledge during the service, they 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. Therefore, people working here must have more knowledge, culture and self-restraint. Guests are tasting a dish, and the waitress in her ear introduces the knowledge about the dish in a sweet voice, including its origin, spread, characteristics, new ideas, etc., which not only adds to the fun of tasting the dish, but also allows the guests to receive some new knowledge and information, making them feel glad you came from another level.

In every corner of the hotel, there are courteous service personnel. With standardized operation, professional smile and courteous manner, guests are constantly influenced by etiquette culture. Individuals in the 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 influence on the guests and promotes the quality and self-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 very familiar with this. The hotel is just a single building. Only under the regional background can he have a rich background and a cultural background. For foreign guests, they come here either for the landscape characteristics of this place or for business, and basically do not come 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 for business office in the local area. In this way, the hotel really becomes a window for local communication with the outside world. There is also a culture called "solving difficulties", that is, the ability to provide knowledge to help guests solve difficult problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.

4. What does network marketing

bring to hotel marketing?

it is a good information platform. In the information age with abundant information, real-time communication and accelerated market changes, wine [page] can no longer think or solve today's problems in the way of yesterday, and can't operate today's business in the traditional way. The communication and understanding between people has been accelerated, and information has become more and more important. Whoever grasps the information first will be ahead of the market. By promoting corporate image, hotels are faster, clearer, more comprehensive and more interactive than the previous publicity methods, making intangible services tangible. Hotels can use multimedia technology to dynamically show the overall facilities and equipment, internal environment decoration and various special services in the world. Guests can get to know the hotel more quickly and conveniently, and they can enjoy visually in their home or office without leaving home, and get an immersive feeling. The hotel can feedback the information needed by the guests in the first time in a more detailed and thoughtful way, and the two sides can reach an interaction. However, hotels should be "honest" while promoting. The pictures and publicity materials of the hotel on the Internet should be consistent with what the guests saw with their own eyes, even exceeding their expectations. The price announced by the hotel on the internet should be consistent with the quotations in other ways, so that guests can have a sense of trust in the hotel.

it adds a competitive marketing tool for hotels.

The hotel website is a window in the hotel, which is similar to the traditional business card, but it is a more cost-effective advertising method than traditional magazines, TV, newspapers and other advertising forms.

The hotel group's website allows guests to see the hotels in different areas of the group, know the rooms and price information of each hotel, make online reservations, and be satisfied with the "one-stop service" provided by the group, and all hotels in the group can enjoy online resources. Marketing is more helpful to single hotels. Before that, chain hotels had sales networks all over the world, independent reservation systems, and a certain range of monopoly advantages in terms of tourists. At this time, the single hotel is not competitive, but with it, the single hotel can enjoy the resources and benefits by cooperating with various reservation networks. In addition, single hotels can be more flexible in the face of market changes and can quickly adjust their coping strategies according to market changes. Although relative chain hotels have an overall marketing model and strategy, which can form a sensational effect, it can not be suitable for all markets and is often prone to "acclimatization syndrome".

it opens up many new opportunities for hotels. The arrival of

has brought a lot of convenience to the hotel. It has higher efficiency, lower cost, more accurate information and more interactive communication. It is conducive to the hotel to expand the potential customer market and make global marketing possible. It broke the limitation of time and space and covered the whole world. Hotels can quickly transmit their information to all parts of the world through. Customers all over the world can also get all the information of the hotel immediately through online browsing, and even complete online purchase immediately. Marketing has expanded the market scope of the hotel and greatly improved the marketing ability of the hotel.

IV. Summary

Through this one-month short-term internship and visiting internship, I have a more comprehensive and intuitive understanding of the production and operation process of the enterprise and realized the importance of management practice, which has laid a solid foundation for future theoretical study. At the same time, I have made many colleagues and friends during the internship.