Social Practice Report of Hotel Marketing (Department)

Jinbi World is located at No.701,south of Gongye Avenue, Guangzhou. It is a multifunctional complex integrating catering, entertainment, sports and leisure, with first-class scale, grade and function. Built and operated by Guangzhou Evergrande Industrial Group, with a total business area of about 40,000 square meters, it was completed and put into operation in June 2000.

The general manager responsibility system is implemented in hotel management. Within the scope authorized by the group company, the general manager represents the enterprise externally, appoints and dismisses subordinates internally, and exercises the management right according to law. The company has administrative logistics functional departments and operation departments. The administrative logistics functional department consists of general manager's office, security department, labor and personnel department, quality inspection department, administration department, purchasing department, warehouse management department and engineering maintenance department. The management department consists of Jinbi Hotel, Jinbi Performing Arts Center and Jinbi Le Kang Center.

Under the indirect leadership of Evergrande Group, Jinbi World takes "customer satisfaction" as its service tenet, "hard work, selfless dedication, hard work and pioneering" as its enterprise spirit, and aims at "building Jinbi World into a large-scale comprehensive catering, entertainment and leisure center with unique style, first-class level, advanced consciousness and modern style, establishing a" Jinbi "brand, based in Guangzhou and heading for Southeast Asia".

Jinbi World requires all employees to fully embody the work style of careful planning, careful implementation and high efficiency in their service work, and strive to complete their own work in order to achieve business objectives and economic benefits.

Second, the hotel floor distribution

First floor: general manager's room, deputy general manager's room, assistant general manager's room, general manager's office, cashier's room, disco, billiards room and bowling alley.

First floor: finance department, security department, business center, chess room, foot massage hall, guest room front desk, reservation department, banquet hall of Jinbi Hotel.

The second floor: Chinese food hall (scattered table), Chinese food box (one room) and guest rooms (four rooms) of Jinbi Hotel.

The third floor: presidential dining room of Jinbi Hotel, China private rooms (32 rooms) and guest rooms (6 rooms).

Fourth floor: performance hall, KTV private rooms (32 rooms) and guest rooms (8 rooms) of Jinbi Performing Arts Center.

Fifth floor: Jinbi Performing Arts Center, KTV private rooms (14 rooms), VIP seats (10 rooms) and guest rooms (8 rooms).

Sixth floor: Jinbi Le Kang Center, Sauna Department, Presidential Suite and Guest Room (fifteen rooms).

Seventh floor: personnel department, quality inspection department, purchasing department, engineering department, conference room, rooftop swimming bar in Rose Garden.

Third, the introduction of the internship department

Jinbi Hotel is one of the important departments of Jinbi World. It is located on the second floor of the hotel and can be seen from the lobby. Just like its name, it is golden everywhere. It consists of Chinese restaurant, Tea Palace, booth, Maitreya department, kitchen department, dim sum department, guerrilla warfare, fish pond, Lamian Noodles stall, dish washing department and linen room. The Chinese food hall consists of area A and area B. The place behind area B is called "Ming Dow", which is the place where morning tea is sold and the most chaotic place every morning. It is close to the dining table in area B, and it is also the place where waiters come in and out most frequently, such as making tea, throwing tablecloths and taking out garbage. Trolleys full of dirty cups and plates, waiters carrying trays full of tea, long queues of guests and people next to them. So on Saturday and Sunday, guests often complain that it is too crowded and messy. I remember that once several guests just entered the Chinese food hall and saw this scene and asked me if there were any other good restaurants nearby. They say they really can't stand the chaos here. In fact, not only the guests will complain, but also the service staff in area B are very inconvenient to work, which will not only reduce the work efficiency, but also affect the mood at work and easily cause some minor accidents. If you accidentally meet a guest, pour tea or even pour it on the guest. This situation is not uncommon on Saturday and Sunday, which will seriously reduce the satisfaction of the guest. If possible, I hope the hotel can improve this situation. The hotel's staff hierarchy is very strict, which is more prominent in restaurants. All "class" employees include interns, ordinary employees, directors, deputy directors, managers, deputy managers and so on. And their clothes are different. Waiters like us usually wear red vest+white shirt+black skirt or blue vest+white shirt+blue skirt (the clothes of waiters in private rooms on the third floor), while the clothes of the director and deputy director are gray and the assistant manager is black. Sometimes, employees on different floors will work in the same workplace in order to better serve their guests.

Our work shifts are divided into four stages: morning shift, middle shift, night shift and direct network shift. The morning shift attendant is generally responsible for opening the morning market at 6:30, preparing tablecloths, teapots, teas, etc. The middle shift attendant is responsible for the stands; The night attendant is responsible for closing at night; On the other hand, the waiters in the direct network class are responsible for the stands from 8: 30 to 5: 30, and before 2: 15, other waiters are responsible for collecting dirty things, setting the table, preparing things and collecting tea after work.

Fourth, internship experience

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. Therefore, from the perspective of the guests, think about their interests, carefully observe their actions, and listen to their demands patiently. Sincerely provide sincere service, pay attention to emotional communication in the process of service, and strive to create a relaxed and natural atmosphere. When you see children among the guests, you should immediately bring a BB stool to facilitate the guests and children to eat. Remembering and using guests' names, especially those of frequent customers, can make guests feel valued and improve their satisfaction. Don't smile at a discount in the process of service, because the guests are not professionals, but free people who pursue enjoyment and are the most superior and face-saving people. Therefore, it is often self-centered, and thinking and behavior are mostly emotional. The evaluation of hotel service is often subjective, that is, judging by one's own feelings. In service, smile is the most vivid, concise and direct welcome word and the best "weapon". Sometimes when facing an unreasonable guest, don't try to argue with him, but impress him with your smile and patience. In fact, people are not sages, to err is human. But as long as they overcome the "impassability" and "psychological barriers", put the guests first and treat them as "emperors", they will be satisfied. Smiling is also the best communication tool in the relationship between colleagues. Sometimes a knowing smile can eliminate each other's strangeness and narrow the distance between colleagues.

2,. Network marketing

What does the Internet bring to hotel marketing? This is a good information platform. In the information age with abundant information, real-time communication and accelerated market changes, hotels can no longer think or solve today's problems in the way of yesterday, nor can they run today's business in the traditional way. Internet has accelerated the communication and understanding between people, and information has become more and more important. Whoever has the information first will be ahead of the market. Hotels promote corporate image through the Internet, which is faster, clearer, more comprehensive and more interactive than the previous publicity methods, making intangible services tangible. Hotels can use multimedia technology to dynamically display the overall facilities, interior environment decoration and various special services on the Internet. Guests can get to know the hotel more quickly and conveniently, and enjoy visually at home or in the office without leaving home, so as to get an immersive feeling. The hotel can give more detailed and thoughtful feedback to the information needed by the guests at the first time, 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 published by the hotel online should be consistent with the quotations from other channels, so that guests can have a sense of trust in the hotel.

It adds a competitive marketing tool to the hotel. Hotel website is a window of the hotel on the Internet, which is similar to the role of traditional business cards, but it is also 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 regions of the group, understand the room and price information of each hotel, make online reservations, and be satisfied with the "one-stop service" provided by the group. Hotels under the group can enjoy online resources. Network marketing is more helpful to single hotels. Before the Internet appeared, chain hotels had a global sales network and an independent reservation system, which had a certain range of monopoly advantages in terms of tourists. At this time, single hotels are not competitive, but with the Internet, single hotels can also enjoy resources and benefits by cooperating with various booking 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 the relative chain hotels have the overall marketing model and strategy, which can form a sensational effect, it can't be suitable for all markets, and it is often prone to "acclimatization syndrome".

It has opened up many new opportunities for hotels. The arrival of the Internet has brought a lot of convenience to hotels. It has higher efficiency, lower cost, more accurate information and more interactive communication. Internet is beneficial for hotels to expand the potential customer market and make global marketing possible. Internet has broken the limitation of time and space and covered the whole world. Hotels can quickly transmit their information to all parts of the world through the Internet. Customers all over the world can also get all the hotel information immediately through online browsing, and even complete online purchase immediately. Network marketing has expanded the market scope of the hotel and greatly improved its marketing ability.

Verb (abbreviation of verb) abstract

Practice is a way for us to understand and really enter the society. In practice, we have to deal with different relationships, such as the relationship between superiors and subordinates, the relationship between colleagues, the relationship with guests and so on. Many of them are not as simple and direct as we are at school. More importantly, we should adjust our mentality. For students like us, who are called "favored by heaven", it is really tough to be tied up in hotels, do so much manual work every day, and sometimes "submit to humiliation". But after experiencing it, my mood will be much broader and my perspective will be more realistic.