Three model articles of hotel training report

# Internship Report # Introduction Through the hotel training, I realized that carelessness still happens to me from time to time. The most important thing to work in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level needs to be improved to facilitate communication with guests. On the other hand, it is necessary to know other foreign languages and cultures properly. There is no "three model articles of hotel training report" compiled for everyone, I hope it will help everyone!

Tisch

After half a year's practical application, we have a certain understanding of the operation of the hotel and benefited a lot in practice.

I learned many skills in practice, including communication skills, communication skills, sales skills; Experienced the artistry of hotel management and the importance of rational use of human resources, and gained a lot of valuable experience wealth; Understand your own shortcomings and sum up experiences and lessons. In the future study and life, I will make clear the direction of my efforts and constantly appreciate myself, so as to lay the foundation for future career planning.

First, the internship unit introduction

Beijing xx Center, affiliated to Beijing xx Center, is a quasi-four-class comprehensive hot spring resort hotel with complete facilities and functions, and is the designated unit of Beijing Municipal Government for conference procurement.

The hotel has 9 meeting rooms with different specifications, which can meet the meeting needs of 10-500 people. The 500-person meeting room can provide a large stage, lighting, audio equipment, audio and video recording, slide projection, LED logo display, tea break and other services. It is an ideal place for you to hold various meetings, academic exchanges, lectures and training, large-scale performances, banquets, press releases, exhibitions, auctions and other activities.

The hotel has various luxury restaurants, banquet halls, cafeterias and VIP rooms, which can accommodate 700 people at the same time. The restaurant is mainly based on authentic Sichuan cuisine, Shandong cuisine and Cantonese cuisine, supplemented by local cuisine and home cooking. All raw materials are green and organic food, which embodies the concept of ecological health and wellness. Roasted whole duck, special stewed pigeon, unique production, novel flavor, fragrant lips and teeth, which will definitely make you memorable.

The hotel has 107 luxury standard rooms and suites, elegant interior decoration, broadband access and other services, and high-grade facilities, which are your choice for accommodation and leisure.

The hotel recreation and leisure center has complete entertainment facilities, including hot spring swimming, bathing, performing arts and self-help. There are also Internet cafes, bowling, billiards, table tennis, tennis, KTV, fitness and other projects under construction in the second phase, which can meet your various leisure needs.

The hotel is located in Changyang Town, xx, Beijing, adjacent to the Asian Fishing Garden Bixi Fishing Garden and Changyang Jiazhou Shuijun Golf Course in the east. The south is close to Beijing Liangxiang University Town; There are natural oxygen bars, Shangfangshan National Forest Park, geological grottoes, Yinhu Cave and Qi Xian Cave in the west, Du Shi in Small Guilin in the north, and famous tourist attractions such as Shayunju Temple and Zhoukoudian Peking Man Site in the north. There is a world-famous outlet super leisure hot spring shopping plaza under construction in the north, which is a good place for your travel and holiday.

The hotel has an excellent geographical location and convenient transportation. It is only 30 minutes' drive from Beijing West Railway Station and Liuliqiao Transportation Hub, which can greatly save your precious time.

Second, the main harvest and experience of internship

(A) the internship harvest

1, the improvement of service consciousness

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. Through the training organized by the hotel and the intensive practice of various departments at ordinary times, I have exercised my sense of service and developed a good habit of smiling at guests. Learned to treat guests with standard etiquette; Understand the importance of learning a foreign language well.

2. Improvement of service level

After more than half a year's internship in the hotel, I have a certain understanding of the basic business and operation of the hotel. Politeness is a concentrated expression of a person's comprehensive quality, especially in hotels. We should dare to greet people, and do three things in the process of greeting people: mouth to mouth, eye to eye, and spirit to heart. We should try our best to meet the requirements of our guests, even if something is not within our responsibility, we should try our best to convey it. Although some unreasonable demands can't be made, we should refuse them in a euphemistic tone and help him find other solutions.

What impressed me most was the foreign customers who served the hotel (mostly from Honda, a big hotel customer). They don't speak English very well at ordinary times. We should guess what he wants to do from their actions and phrases and help him finish it quickly. For example, if a guest speaks the airport in broken English, it is necessary to guess that he is going to the airport. Let's arrange a free delivery service. Next, we will provide them with a bus reservation form and accept his information, and then give it to the supervisor to arrange buses. ...

3. Improvement of English level

In the four-level hot spring conference star hotel, the practical application ability of English, including listening, speaking and writing, is particularly important. English, as an international language, has played an important role in the contact with guests from all over the world. Without it, I can't communicate with my guests, let alone serve them. During the fair, the guests come from all over the world and are unfamiliar with the hotel, so we are required to introduce them in English, accept their advice on information such as the guild hall, weather, geography and shopping, and publicize the image of Guangzhou and the hotel to the guests in time.

practical experience

1. Internship is not about experiencing life.

The internship took up the last summer vacation of our university, but it was different from the summer jobs we used to play. In the process of work, we don't simply sell our own labor force in exchange for remuneration, but regard ourselves as a member of the hotel and work closely with colleagues in various departments to maintain the image of the hotel and create benefits.

During the internship, we will not receive special courtesy because we are undergraduates. Like other employees, we will start from the basic knowledge of the hotel and our own work, and occasionally make mistakes. No one will generalize.

2. Internship is a process of contacting the society.

Through this internship, I have a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests and made many good colleagues and friends. They let me know more about society, broaden my horizons and teach me how to adapt and integrate into society.

3. The relationship between internship and Beijing xx Hot Spring Conference Hotel

As a member of the hotel, if you wear *, you should safeguard the rights and interests of xx hotel everywhere, closely connect yourself with the hotel, be familiar with the information of the hotel, represent the interests of the hotel in every word and deed, publicize the hotel at all times, and improve the image of the hotel and yourself.

4. Internship and employment

During my internship, I contacted the society in advance, realized the current employment situation, and made a plan for my recent employment plan in advance.

Through this internship, I found the point of convergence between myself and the hotel, and made a guide for my employment direction. In addition, the talent training system of Beijing xx Hot Spring Conference Hotel provides us with a lot of learning opportunities and employment opportunities. Internship is actually a kind of work exercise.

Third, the internship ideas and suggestions

(A) internship ideas

Initial contact with the hotel industry and Beijing xx Hot Spring Conference Hotel found that the large turnover of personnel is a problem of the whole industry. The quality of employees in the hotel industry is uneven, ranging from middle school culture to graduate students and even higher education; At the same time, the age span of employees is very large, from 18 years old, but ordinary employees in some departments are over half a year old. The difference of age and education level determines the difference of hotel efficiency. For example, the English level of room attendants is generally not high. When guests need some room service, they often don't understand their requirements, but turn to colleagues at the front desk or service center for help, which delays time and causes guests' dissatisfaction.

Hotel industry is an industry that needs team spirit very much. It is impossible for any guest to complete the service he needs by himself. From the moment the guest made a reservation, we began to serve him. From booking to reception to check-in, from catering and entertainment to check-out, it is inseparable from the communication and cooperation of various departments.

Beijing xx Hot Spring Conference Hotel is a newly-built four-star hotel with a history of more than two years, and there are more or less some management deficiencies. The internal authority of the hotel is unclear and the management is chaotic, which is easy to cause departmental disputes. For example, both Housekeeping Department and Concierge Department can provide clothes return service for guests. When guests don't receive clothes within the expected time, they call to ask questions or complain, and often quarrel because of accountability, which destroys the relationship between departments and affects efficiency.

Poor communication and insufficient team cohesion. Some departments of the hotel don't work 24 hours a day, such as the reservation department and the sales department ... There is no tacit understanding and corresponding emergency mechanism between the departments, which leads to the failure to update the guest information in time and delays the car pick-up service and baggage transportation.

Hotel information is not unified and there is no perfect training system. Due to the shortage of manpower, I started to work formally on the first day of work, but I knew almost nothing about Beijing xx Hot Spring Conference Hotel at that time, and I could only start to understand it from some information provided by the department. As for the building structure of the hotel and the business situation of other departments, I gradually accumulated it by consulting my colleagues around me at work. Because the hotel information is summarized by various departments, it is inevitable that some contents are different, such as the running time of the airport express line from the hotel to the airport, and the time displayed by the concierge department and the housekeeper department is different. In practice, my colleague told me that the time has changed recently and there is a new timetable. ...

We didn't start the induction training of human resources department until more than one month after we joined the company. At that time, the training hotel still did not provide us with unified training materials, and the training was not targeted. We spent a lot of time on etiquette, but it was repeated many times at the meeting organized by the department. In addition, the training time organized by the human resources department coincides with the heavy tasks of various departments. After four days of training, new colleagues are absent from work every day and can't attend the training, which greatly reduces the training effect.

The management system of the hotel's Beijing xx hot spring meeting is dense and sparse, and the attendance system is not rigorous enough. There are often things that leading colleagues arrive late and leave early or help people punch in.

Of course, I also have some shortcomings in this hotel internship. I am not familiar with the department's business in the process of work, and I can't provide accurate information for the guests flexibly and quickly. Carelessness still happens to me from time to time. The most important thing to work in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level needs to be improved to facilitate communication with guests. On the other hand, it is necessary to know other foreign languages and cultures properly.

(2) Personal suggestions

Xx company, a subsidiary of gas development company, has a perfect reserve cadre system. Only by continuing this system and improving the entry threshold of hotels can we find competent and qualified employees. This can improve the human resources situation, improve the overall quality, mobilize the enthusiasm of employees, improve work efficiency and increase hotel income.

The human resources department of the hotel can collect the business data of all departments in a unified way, make complete training materials and hotel information, distribute them during employee training and update them in time. All departments of the hotel should communicate more, unify the hotel information as much as possible, and deliver it in time to avoid poor or late information. This is a necessary measure to improve hotel service quality, improve work efficiency, solve departmental disputes and shape hotel image.

In terms of training, aiming at the problem of high employee mobility, I hope that the human resources department can arrange training time according to the situation of new employees and the operation of the hotel in the current month, assign special personnel to carry out training, and track the work and life of new employees in real time after they work, so as to strengthen their professional quality.

1. There are many experts in English, Japanese and etiquette in the hotel. It is hoped that the hotel can regularly arrange employees to participate in intensive training in applied English, daily Japanese and international etiquette, so as to improve the service quality of employees and provide more thoughtful services for guests.

2. Inquire about flight information, determine the time and arrival, and report the vehicle and personnel arrangement to the supervisor.

3. Get off with all necessary items, and finally confirm the arrival time and exit of the flight at the airport (station), and arrive at the exit in advance to prepare for the guests.

4. After receiving the guests, confirm their identity, check them out, then take a bus back to the hotel and arrange to check in.

5. Provide consultation, storage and other concierge services at the concierge counter.

extreme

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

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 start from here. 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, it also includes answering questions for guests, helping them to handle service requirements, telephone transfer, taxi outbound service and air ticket booking business. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the first department they contact-the front desk, so the front desk will also work as the coordination center of the whole hotel. 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. But when our front desk staff booked the 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 can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.

Internship is a good platform, which gives us a new understanding of society. Only when we have experienced it in reality will we understand that this society is so complicated that it is far from what we imagined. During my internship in a hotel, for a while, I found my ideas and opinions so naive, but then I gradually 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 every day, most of the guests come from all over the country for sightseeing, so we can feel that different regions have different cultural atmosphere. Of course, most people who come to Lin 'an are domestic tourists, and there are few exotic feelings.

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 these three months of long and short talks, I found that to do a good job, we must adjust our mentality. No matter whether the work is heavy or leisure, we should complete every job with a positive attitude instead of complaining. When you make a mistake, try your best to make up for it, instead of running away. What I want to say is that 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.

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. This is an unforgettable day, full of joy, sweat and bitterness. It's hard to make it clear in a few words. These three months are short, but the process is 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.

In the next two years, I will continue to study at school, because the next stage of study is also related to this internship, so it will also lay a certain foundation for future study. Finally, I would like to thank all my colleagues and managers in the hotel for their concern and care during my two-month internship. I have learned a lot from you. I hope the hotel will get better and better!

Tisso

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

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

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

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

During my internship in a hotel, for a while, I found my ideas and opinions so naive, but then I gradually let them go. When I first started working, I didn't adapt to the long standing time and the change of work arrangement. At the end of the day, my hands and feet are stiff and sore. The first thing I want to do after work is to find a place to sit down and rest. I really can't stand it for a while. For these, I gritted my teeth and persisted, and I realized more deeply that it is not easy to survive. When I was at home before, I didn't seriously think about how these things came from. Now when I have a job, I find it hard to get it. In college, we are just a blank sheet of paper, and appreciate society and life through practice. At school or at home, there may be teachers or parents who specify what to do today and what to do tomorrow, but here, no one may necessarily tell you this. You must do it consciously and try your best. The efficiency of a job will be evaluated differently by others.

In school, it is mostly a learning atmosphere. After all, school is a place to study, and every student is striving for higher scores. This is the workplace, and everyone will work hard to get higher salary and promotion. There is competition in both study and work. In the competition, we should constantly learn from others' advanced places, and also learn how others behave, so as to improve our ability. In this position at the front desk, I can gradually feel the human feelings in the society. I have accumulated a little social experience, learned the way of life and understood the complexity of interpersonal relationships, which is the most precious part of the whole internship process. During the whole internship, I not only saw my good side, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to what I didn't pay attention to.

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