20 17 reception of college students' internship report at the front desk

20 17 internship report on college students' reception work. One or two months' internship as a receptionist at the service desk soon passed. During this time, I have gained a lot in both theoretical study and practical work. Now, I have a comprehensive and profound understanding of my position. With the deepening of practice and the continuous accumulation of knowledge, I have more and more contacts and deeper thinking about problems. During my internship, the communication and guidance of my superiors for many times is the driving force for my continuous progress, which invisibly strengthens my confidence and courage in doing this job well. Summarizing the dribs and drabs of these two months, I have many feelings:

I. Role Understanding During this period, my main internship position was the service desk receptionist, so I have the deepest understanding of this job: the service desk receptionist is the window position of the shopping mall, and has the most direct contact with customers. Personal words and deeds are related to the image of the whole shopping mall, and the service attitude is also conveyed to the outside world.

1, improve communication skills

As a receptionist, as a front-line employee of the hotel, the contact with guests is face-to-face and the most direct. Often a word from the receptionist can affect the overall impression of the hotel and even the mood of the guests all day. As a receptionist, it is a compulsory course to learn how to make guests feel comfortable and happy in the language they speak. Of course, communication is not limited to guests, but also exists among colleagues, even to superiors. People inevitably have no mood swings, but such mood swings often affect other people's moods. How to adjust my mentality, face guests, colleagues and even bosses with the best mentality, and how to bring the best smile to others is a problem that I have to seriously think about every day. In this internship, I not only improved my communication skills, but also learned how to adjust my mentality.

2. Improve emergency response capability.

Working at the reception desk, you should be prepared for battle every day. Because as a receptionist, I have to receive different guests and face different events every day. It is inevitable that there will be some impolite guests among the guests who check in, and even swear at the receptionist. In the face of such a clean situation, it is another test for me how to appease the mood of the guests and protect the interests of the hotel and its own safety.

3, improve the ability of independent processing.

Through this internship, I deeply understand that we must learn to do what we are capable of doing. Only by cultivating one's independent ability can one make progress in one's work. At work, when you encounter problems, you should boldly ask your colleagues if you don't understand them, instead of pretending to understand them. Work independently, accumulate experience, and finally get what suits you best.

4. Improve service awareness

As a receptionist, I always represent the hotel. No matter at work or on the road, as long as you wear the hotel uniform, you should always provide the best service for your guests. We are the messengers of the smiling city, all for the guests, all for the guests, all for the guests.

practical experience

1, its own shortcomings and deficiencies

Through this internship, I once again saw my own shortcomings and deficiencies. In terms of language ability, I still can't communicate with guests very fluently. The tourists who stay in Phoenix Hotel every day are mainly domestic guests and Japanese guests. However, during the Canton Fair, the main tourist source of the hotel is foreign guests. Because my oral English ability is not very good, it has caused obstacles to communicate with guests. And due to their lack of hotel work experience, leading to mistakes that should not appear in the work, bringing a lot of inconvenience to colleagues. On the other hand, at work, some of my shortcomings are more obvious. For example, the work is not meticulous enough, and it is not enlightened enough to accept criticism from colleagues. But through this nearly four months of exercise, I have been constantly correcting.

2. Employment prospects

According to incomplete statistics, there are more than 9,000 hotels in China, and the shortage of hotel talents exceeds 6,543.8+10,000. And now most of the hotel's grassroots employees are secondary school or college graduates. I think the hotel industry still lacks highly educated professionals. However, even if you have a high degree, you still can't be a manager. As a manager, you must have many years of work experience. Among them, front-line work experience is very important. Therefore, as a college student who is about to graduate, don't sell yourself short, but be prepared to accept the challenge.

(C) internship ideas and suggestions

1

This internship gave us a good opportunity to understand this society. It is an important step before we really step into society. The law of the jungle is an unchangeable survival rule. If you want to succeed, you must work harder than others. This internship faces many problems that have never been encountered before. For example, interpersonal problems, guest relations problems, poor mental state and so on. But after nearly a month's study and improvement, I have made some progress psychologically and ideologically. What impressed me most about Phoenix Hotel was its staff management system.

Because the last hotel business internship was in the Garden Hotel, although the internship time was only one month, it had a great impact. Garden Hotel is a five-star hotel managed by hotel management group company, which has a long history of operation and has formed a set of perfect and strict staff management system. Compared with Garden Hotel, Phoenix Hotel is a very young hotel. Phoenix Hotel has only been in business for three years, and its management system and operation system are still not perfect.

In addition, Phoenix Hotel is a family business, not managed by a hotel management company, and most senior managers lack hotel management experience. Therefore, Phoenix Hotel can't compare with the old five-star hotel in terms of the professional quality of its employees. Too loose employee management system leads to employees' loose working mentality, which will undoubtedly reduce the service quality of employees. If a five-star hotel only has a five-star appearance and lacks a five-star interior, it is not enough to be called a five-star hotel.

2. Suggestions

For this internship, due to various reasons, there are some problems in communication with the internship unit, from the beginning to the internship unit in the form of interns, and finally to the internship unit in the form of contract employees. The personnel department of Phoenix Hotel asked us to sign a one-year contract on the grounds that you promised to work here in the future and leave in less than one year, and you would have to collect liquidated damages. This way of doing things in the personnel department of Phoenix Hotel really makes me feel unreasonable. I hope that the department leaders can help us communicate with the internship units in the future to avoid this situation from happening again.

20 17 internship report for college students. Internship position: front desk clerk

Second, the internship unit profile

20xx 65438+ 10, I came to Shunde metalworking aluminum doors and windows machinery industry co., ltd for an internship. ? Shunde metalworking aluminum doors and windows machinery industry co., ltd? Is a research and development, production, management as one of the enterprises, is the director of the Ministry of Construction in china construction metal structure association. 1June, 1998, became the drafter of the national industry standard for aluminum processing machinery industry, and the products won awards? China famous products? Honorary title. Now the company's products mainly include: aluminum alloy door and window processing equipment, plastic steel door and window processing equipment, glass curtain wall processing equipment, composite aluminum plate processing equipment and various combined stamping equipment, and can design and manufacture various non-standard equipment and molds for customers according to their different needs.

Is the company beautiful? Metalworking machinery, expert quality? For the principle: want? Be realistic and innovative, forge ahead in unity? For policy: yes? Strive for strength and make contributions to society? For the spirit; With what? Help customers choose satisfactory products? Therefore, on the basis of paying close attention to product quality, we not only provide customers with a three-level service system of expert quality before, during and after sale, but also provide customers with industry information free of charge, and provide customers with different scale configurations and factory building schemes according to their different regions, conditions and requirements, so that customers can try their best to achieve less investment, high output, low cost and high efficiency.

Third, the internship content

1. Answer and transfer calls; Receive visitors.

2. Be responsible for secretarial, information, confidential and confidential work in the office, and do a good job in collecting and sorting office files.

3. Be responsible for ordering and registering the company's pure water. 4. Responsible for the collection and delivery of company express.

5. Be responsible for the distribution of company official documents, letters, mails, newspapers and magazines. 6. Be responsible for sending and receiving faxes. 8. Do a good job of soliciting contributions for the company's publicity column.

9. Do a good job in the registration and running account of the company canteen expenses, make statistics on the meal expenses, and store and keep the meal expenses. Make canteen expense report every week, and make employee dining statistics every month.

10. Input the company's vehicle dispatching application form into the computer every month, and input the driver's working hours into the computer and print them to the administration department.

1 1. Accept other temporary jobs.

Fourth, as a front desk clerk, you need to have the quality.

The front desk clerk represents the company's corporate culture and corporate image, and is the window of the company's external customers. Therefore, the front desk clerk must have high quality, high moral character, good image and temperament, decent speech, courtesy, familiarity with office operation procedures, strong sense of responsibility and strong independence. The following tasks must be completed:

(a), to have the necessary etiquette norms in the daily reception work.

1, when greeting: show enthusiasm and friendliness and be willing to provide services. Use polite language at the same time.

2. When inquiring: we should be able to handle all kinds of visitors flexibly and receive customers politely, but we should not let some people enter casually in the name of customers.

3. Introduction and reception: ① Guide method in corridor. Before the guests take two or three steps, the clerk at the front desk will cooperate with the pace, let the guests walk inside (to the right) and gesture at any time. On the way, I will meet my colleagues and nod and salute.

② Guidance method of reception room. If it is necessary to arrange for the guests to wait in the reception room, when the guests enter the living room, the front desk attendant should ask the guests to sit down with gestures. If the guests take the wrong seat, please ask them to sit down (usually the next seat is on the side near the door).

(3) After the guests sit down, provide them with a glass of water and newspapers and magazines, and then nod and leave. After being told to lead visitors into the office, you should knock on the door gently and enter after hearing the response. Close the door when you get in.

(4) Introduce both parties (generally, introduce the customer to the receptionist first to show respect for the customer) and quit. If the relevant personnel can't respond, calm the customer or visitor for a while and quit.

(2) Have standardized telephone etiquette.

Skilled telephone answering skills. Leave a polite, warm and enthusiastic impression on the caller by phone. When answering the phone, hold the receiver in your left hand and the pen in your right hand. In the process of telephone communication with customers, it is often necessary to make necessary written records. In this way, we can communicate with customers easily. Pay attention to your voice and expression: you must speak clearly, face the microphone and pronounce accurately. Remember to thank: gratitude is also a basic etiquette. Finally, let the customer receive the line first: in the process of making and answering the phone, remember to let the customer receive the line first. In addition, you should be familiar with the call transfer process.

(3) Strictly abide by the etiquette and order within the company.

1. Leave your job and go out: The particularity of the receptionist's job determines that she should not leave her seat for too long, generally not more than 10 minutes. If you need to go out for special reasons, you should first find a suitable agent and explain clearly how to answer the phone.

2. Strictly observe the working hours: the receptionist should strictly observe the working hours. In general, you should arrive at your post 5- 10 minutes in advance, and leave work in the afternoon should be delayed 5- 10 minutes.

3. Gossip and dialogue: Gossip and dialogue should be distinguished. The front desk staff should try their best to avoid the long-term busy line of personal telephone. Should not appear at the front desk to chat with other colleagues.

4. Before coming off work, collect documents and related records, and clean up the front desk and front desk area. 5. The front desk staff should always remember to save the company's energy, turn off the front desk spotlights in time after work every day, and only keep the fluorescent lamps.

Summary of verb (abbreviation of verb) Practice Work

If you want to do a good job at the front desk, you must have an important understanding of the front desk work. This position not only reflects the image of the company; This is also the first impression of foreign customers on the company. Therefore, starting from welcoming guests at the front desk, a good start is half the battle. I think, no matter which position, no matter what job, it is a subdivision of the company's overall organizational structure, and it is enough to work hard for the company's overall goals. With the understanding of its importance, I further thought about how to do my work well:

(a) at work to the front desk to sort out items, check whether all electrical appliances are in good condition, whether the power supply is turned off. Look at the memo of that day and see what else to do. The front desk lobby should always be neat and generous: organize newspapers every day, and call the water supply company to deliver water if you find that there are not enough drinking buckets. When there are not enough items needed at the front desk, please buy them in time: paper towels, copy paper, etc. When there are not enough brochures in the reception room and lobby, they should be supplemented in time.

(2) When receiving a fax, pay attention to who the other party sent it to and ask about the contents of the fax to avoid receiving spam. When you receive a fax, you should give it to the relevant personnel in time to check whether the fax is leaked. If the other party is an automatic fax, you don't have to receive it. Pay attention to whether the other party has received it and whether it is complete and clear after sending it. When copying, pay attention to the integrity of the copied data to avoid the omission of the copied data. Sending and receiving faxes and photocopies should be registered. If there is a letter, it should also be handed over to the relevant personnel in time.

(3) Service attitude and service efficiency are the most important things to receive guests at the front desk. When you see a visiting guest, you should immediately get up and say hello. When visiting a guest for the first time, you should ask the other person's name clearly, find out who has something to do with it, and inform the relevant person in charge after knowing the purpose of the visitor. Among them, you should also know whether to leave the guests in the reception hall or reception room, or to lead them to the office and reception room of the person in charge. Smile, be patient, meticulous and generous when receiving guests. Show the guests to their seats, pour tea, and inform the relevant person in charge. A moment, please. There is air conditioning in the living room in summer. Open the window in winter, at the same time, let the reception room have no odor and the air is smooth.

(4) When transferring calls, pay attention to polite expressions and use company standard expressions: Hello! Shunde Metalworking Aluminum Doors and Windows Machinery Industry Co., Ltd. later asked me what I could do for you, who the other party was looking for, what happened to your name, and transferred it to the relevant personnel after understanding the situation. Familiar with the telephone number of the company's internal staff office. If the caller is advertising, selling or networking, these calls have nothing to do with the company and will be rejected.

The next work plan of intransitive verbs

(a) efforts to improve the quality of service, fast, efficient and error-free. Have a good service attitude, accumulate experience in receiving guests and leave a good impression on them. When answering the phone, you should also constantly improve your language skills; Answer the guests skillfully. Try your best to satisfy every customer.

(2) Strengthen the study of etiquette knowledge. For example, spare time certification learning etiquette knowledge, public relations. Understand the common etiquette knowledge that people must abide by when taking things, including sitting posture, standing posture, tone of voice, eyes, makeup, clothing collocation, answering customer questions and so on. You can also take May Lian Kai's class. What you said is very practical. After class, one person will be more confident, and another person will have temperament.

(III) Strengthen communication with all departments of the company. Understand the development of the company and the work content of each department. With these, there is only a reserve. On the one hand, it can timely and accurately answer customers' questions and accurately transfer calls. If there is no one in a certain department, it will remind the caller, briefly explain when there may be someone, or briefly answer the customer's questions within the scope of ability, and seize the appropriate opportunity to promote the company.

(4) Strive to create a good foreground environment. To maintain the good image of the company's facade, we should not only pay attention to our own image, but also maintain good environmental hygiene, so that customers have a pleasing feeling.

Seven, internship experience

Time flies, and the internship period of several months is coming to an end. With the care and support of my colleagues and leaders, with the help of my colleagues and through my continuous efforts, I quickly adapted to the environment and new work. Looking back, I have advantages to inherit and carry forward, but I still need to learn and improve.

I always thought that what I learned in college was not knowledge, but an ability called self-study. ? A journey of a thousand miles begins with a single step. After the internship, I deeply realized the true meaning of this sentence. Apart from computer operation, the theoretical knowledge learned in textbooks is rarely used. I am a clerk. At work, I usually just answer the phone and deal with some unimportant documents, and I hardly use my professional knowledge. But in the process of internship, through my careful observation and open-minded study, I have a preliminary understanding of the specific business of office clerks, expanded my professional knowledge, and learned a lot about enrollment, training and publicity.

Graduation practice is a necessary experience for every college student. It allows us to understand the society in practice and learn a lot of knowledge that we can't learn in class, which benefits us a lot. It also broadens our horizons, increases our knowledge, and lays a solid foundation for us to further move towards society in the future.

Maybe it's because the internship days are short, not because of the secretarial major. My understanding of some secretarial work only stays on the surface, just watching others do it and listening to what others say. I can't personally feel and handle some jobs, so I can't understand their essence. But through my internship, I have deepened my understanding of the basic knowledge of secretarial work. People realize that to do a good job in the daily secretarial management of enterprises, we should not only pay attention to the study of management theory knowledge, but also combine practice with theory. We should work harder, learn from each other's strengths, and ask for advice with an open mind. I believe I will be more handy and perform better in my future work! No matter where you work, you will work hard!

20 17 internship report on college students' reception at the front desk III. Basic survey of internship.

As a junior majoring in tourism English, I am honored to participate in the internship arranged by the school in my junior year. It has been nearly half a year since I applied to xxx Hotel, and my internship is coming to an end. Looking back on this period of time, this precious experience, bit by bit are the most unforgettable and unusual memories in my life. This internship in the hotel has benefited me a lot. I learned a lot that I can't learn in class and books. More importantly, I have learned how to face the society when I leave campus as an adult. During my internship, the hotel 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.

Two. Situation of internship units

Xxx is located in endless green fields, and its world-class facilities include a luxury resort hotel with 18 floors, a hotel annex building with 9 floors, a club with 3 floors, a shopping plaza, a banquet venue and a fully equipped entertainment center. Set tourism, leisure and entertainment, global cuisine, hot spring spa in one.

Xxx Hotel is positioned as one of the most luxurious and elegant hotels in Hainan Island, with 565,438+08 spacious and comfortable rooms and suites. All rooms and suites are elegant in style and luxurious in taste, without losing the unique customs of Hainan, bringing guests a perfect holiday experience. Each room or suite has a balcony with a view of the natural scenery of the golf course and resort.

Three. Content and process of internship

Through the interview, I was assigned to the front desk of the front desk hotel and had a job as a receptionist. When I reported to the department with the employee's appointment notice, I felt very uneasy. I don't know if I am qualified for this job. The front desk of the hotel is the facade of the hotel, the place where guests form their first impression of the hotel, and the first department to influence guests and provide services.

The efficiency and profit creation of a hotel basically start from the front desk of the hotel. Therefore, the hotel has higher requirements for the front desk staff, including the image, manners, basic quality, communication and understanding ability of the staff. The front desk of a hotel is like a distribution center for hotel information. It can be said that the front desk service basically covers all the services that the hotel can provide. Therefore, in order to provide satisfactory and thoughtful service to the guests, the service personnel at the front desk of the hotel need to have sufficient understanding of the operation of various departments of the hotel.

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 mainly includes receiving visitors, selling rooms and hotel facilities, checking in, checking out and settling fees. Of course, it also includes answering questions for guests, telephone transfer and cargo transfer, and foreign currency exchange. In addition, the front desk is the most direct contact department for guests. Many times, guests' requirements are not directed at the corresponding departments, but at the front desk of the departments they are most likely to contact.

For example, a towel is missing from the guest room and the hair dryer is broken. For example, if a guest wants to book a box in a Chinese restaurant, the guest may not want to communicate directly with the housekeeping department or the catering department, but choose to call the front desk directly. Therefore, the front desk has to be the coordination center of the whole hotel. Obviously, the workload at the front desk is very heavy. The tourist season in Hainan is in winter, so the hotel has entered a particularly busy stage since our internship, and the occupancy rate of the hotel is often high.

Most of the time, the front desk is very busy. When the team reception or check-out time is concentrated, it is inevitable to face four or five or more guests at the same time. The phone keeps ringing, children scream and cry, and bad-tempered guests get angry and yell at each other for no reason. Even in this state, we still have to smile at every guest and try our best to provide quality service for them. I have to say that patience and carefulness are necessary for every hotel employee. As the saying goes:? The customer is God? 、? The guest is always right? These are well-known business maxims of the hotel industry.

Fourth, the internship summary and experience

Perhaps, in the eyes of outsiders, the work of the hotel front desk is very simple and undeniable. I used to think so. In fact, this work is endless and trivial. In the past six months, I found that if I want to get out of the campus and go to the society, the first thing I have to do is to correct my mentality and have the mentality that a social person should have. As an adult, you should be responsible and know how to pay for your actions.

For your own work, whether it is heavy or leisure, you should actively study and work hard to complete it; For mistakes, you should face them yourself and take the initiative, not escape. As a rookie, I inevitably made many mistakes in the front desk work, but fortunately, my leaders and colleagues did not blame me very much and gave me comfort, encouragement and great tolerance, which made me very moved.

(a) Achievements and gains

I have learned a lot these days. In addition to the basic service skills and common sense of hotel receptionists, I also learned how to change my role in the face of employment, how to adjust my mentality, how to handle my own interests and those of the work unit, how to handle the relationship between colleagues and superiors, and also let me know what kind of service consciousness a service worker should have.

Internship is a good platform, which allows us to have a deeper understanding and cognition of society. Only by personal experience can we understand the complexity of society, the fierce competition and our own shortcomings. Through the internship in the hotel, I found that my outlook on life and values became more mature, and I considered things more comprehensively and cautiously. It can be said that the hotel has given me another growth.

When I first started working, I didn't adapt to standing for a long time and changing my schedule back and forth. I feel sore all over every time I finish my work, and my body really can't stand it. I thought about giving up when I was sad, but I persisted in the end, and I realized more truly that it is not easy for parents to make money to support their families and that parents are good to themselves.

At home, my parents loved me very much, and at school, my teacher took care of me. I didn't really think about my responsibilities at all. Now that I have a job, I find that everything is actually hard-won. On campus, students help each other and study hard. In the workplace, everyone will work hard to get higher salary and promotion. There is fierce competition everywhere, and stagnation equals backwardness. Of course, it is undeniable that there is dynamic competition, and there is development competition.

The position of front desk made me understand the fierce competition in society. If you want to gain a foothold in society, you must go forward and work hard. Through this internship, I have the opportunity to learn more about the organizational structure and business operation of the hotel, meet all kinds of guests and make many good colleagues and friends. They broadened my horizons, made me more mature and taught me how to adapt and integrate into society. Through this internship, I clearly realized the current employment situation, and also found my own point of convergence with society, which made a good guide for my future employment.

(b) Problems and shortcomings

During the whole internship, I saw my own advantages. More importantly, the internship also showed my shortcomings and deficiencies in all aspects without reservation, which made me notice what I didn't notice. In my future study and work, I will strive to improve my quality in all aspects, overcome my shortcomings and deficiencies, and work in the following directions:

First of all, learning is endless, the times are developing with each passing day, and the knowledge of various disciplines is changing with each passing day. I will make unremitting efforts to learn all kinds of knowledge, improve my ability in all aspects, and conform to the requirements of the times;

Second,? Is the industry good and diligent? In the future work, I will constantly enrich my business knowledge and service skills, constantly improve my practical ability through reading more books, studying more and practicing more, avoid the general situation of college students' arrogance, do my job well, become an excellent social person, and realize my social and personal values;

Finally, down-to-earth, stick to it, strengthen the sense of responsibility, strengthen the sense of teamwork, strive to overcome their bad emotions, correct their attitude, and treat any work positively, enthusiastically and meticulously.

Now the internship is almost over. It was an unforgettable day, with joy, happiness, bitterness and sadness. This feeling really can't be summarized in a few words. These months are short, but the process is long and unforgettable. I will conscientiously sum up my internship experience, give full play to my advantages, improve my physical weaknesses, and greet a new beginning with a brand-new self.

In the next six months, I will continue to study at school and finish my studies. This valuable internship experience undoubtedly laid the foundation for my future study and work. Finally, I sincerely thank all the colleagues and leaders of the hotel for their concern, love and encouragement. I learned a lot from you. Thanks to xxx Hotel for giving me this precious internship opportunity, and thanks to the cultivation of the hotel, I have increased my knowledge and experienced my life. I sincerely hope that xxx can get better and better. thank you