How to write the personal summary of graduation practice appraisal form for tourism service and management specialty? I urgently need the help of good people. Thank you.

I did a graduation internship in the sales department of Travel Agency Road for 17 weeks. The content of internship is mainly responsible for tourism reception (responsible for receiving tourism consultation, accommodation, booking tickets, etc.). ) and part-time tour guides. I am well aware that this job is not in conformity with my major in foreign-related secretarial work, but considering that some jobs are similar to secretarial work and I have obtained a tour guide certificate, I would like to take this opportunity to learn more about the tourism industry and try to be a tour guide. In order to successfully complete the internship task and put the learned professional knowledge into practice, I set myself two tasks: 1. Practical application of secretarial knowledge that can be applied to practical work; 2. Learn more about tourism. These two tasks run through the whole internship process.

The travel agency I worked as an intern belongs to the largest state-owned Unicom Transportation Group Company, which was established in 1985. After years of efforts, the agency has developed into one of the largest travel agencies with the strongest comprehensive strength in China. "Journey" is a famous brand in tourism industry. There are more than 250 tourist buses (tourist convoys) and taxis (Tai 'an taxi convoys), star-rated tourist hotels 1 home, more than 20 outreach business departments and store business departments, and a group of high-quality excellent tour guides. It has formed a reception capacity with complete scale, complete facilities and strong strength, and successfully received a number of special tourist trains, chartered flight, various large-scale conferences, and a large number of teams and individual travelers from all over the country. Guest reception has been in the forefront of peers for many years and won the following honors: Top Ten Societies in Guangxi (ranked second among the Top Ten Societies in Guangxi for three consecutive years in 2002); Top ten clubs in China (for 6 consecutive years); In 2002 and 200 1 year, the title of "Youth Civilization" was awarded the title of "Excellent Tour Guide Group" and "Advanced Enterprise" and "Excellent Party Branch" of the Municipal Transportation Bureau for many years. Relying on the strength of the group and network advantages, travel agencies have organized business departments in the whole city and 12 counties under their jurisdiction, and through the company's direct bus rapid transit lines, the tourism business has radiated to Liuzhou, Beihai, Hezhou and other cities in Guangxi, with strong ability to go out in groups. And with other institutions * * * * * * * successfully organized special travel trains to Beihai, Huangshan and other places, and the number of group guests ranked first in the city, which was praised by the Tourism Bureau and praised by the general public. Based on honesty, travel agencies sincerely join hands with colleagues of * * * * * * *, exchange customers with each other at the most favorable price and the best service, establish good friends and business relationships, and jointly develop and prosper the tourism market.

In the first two months of internship in the sales department of Travel Agency Road, I exercised my patience. February and March are the off-season of tourism, and there are few tourists. Therefore, there are not many opportunities to study and exercise, and there is no formal work. Although there is a lot of time to understand and be familiar with the business content, the work ability and skills have not been improved. I have to admit that these two months have given me enough time to apply my secretarial knowledge to my work. There are many similarities between secretarial work and tourist reception work. 1. Both are useful. The secretary takes the leader as the service center; Tourist receptionists take tourists as the service center, and the clients are much more complicated than secretaries. Daily chores are one of the basic tasks. The cleanliness and maintenance of the office environment, answering the phone, sending and receiving faxes and receiving guests are also the daily affairs of tourist receptionists. These are involved in school and textbooks, and the teacher has guidance, so I can start working. Because these jobs are similar to my major, I use the requirements of secretarial workers to regulate myself, and use the secretarial professional knowledge to them with the mentality of secretarial workers, and do well. In my work, I have repeatedly put forward reasonable opinions and suggestions to the internship unit, such as beautifying the office environment, rationally using public property, saving public expenses, etc., especially putting forward scientific suggestions on standardizing the writing of receipts, documents and contracts, which have been affirmed by teachers and colleagues. In view of my hard work, integrity, modesty and eagerness to learn, I gradually gained the common sense and trust of my boss. He gradually entrusted some important tasks to me to finish independently. This gives me more opportunities to learn more business knowledge, gain more social experience, greatly improve my communication skills and have more confidence in my work. I have been working formally since the third month (April).

First of all, my tourist reception work.

The main link of tourist reception is to be familiar with business and reception services. In the highly competitive tourism service industry, price is a very important factor, but service attitude and service quality are more important. The following are several aspects that tourist receptionists should pay attention to:

(1) Smile at others

Tourist receptionists are all facing their clients, so they need to treat everyone with a smile. A smile is a kind messenger to gain others' understanding. A smile and a greeting can change the mood of others, create a harmonious atmosphere and create a good working environment. As long as our conversation with tourists is conducted with a smile, even if we fail to meet the requirements put forward by tourists, they will not be angry and will understand our difficulties.

(B) Pay attention to the image

It seems trivial to say hello, pour a glass of water, give up your seat and lead the way, but it is through these nuances that people judge their image. Proper dress and manners reflect a person's quality, the window image of a department and the specialization of service.

(3) service specialty

As a tourist receptionist, you must be familiar with the scope and content of your business and be able to answer tourists' questions. Work in an orderly way and with high efficiency. Knowledge of work-related industries should also be understood.

(4) Additional services

In addition to doing their job well, tourist receptionists usually provide good extra services. For example, if a tourist asks which restaurant is good, he can tell him which restaurant is cheap, which local products are cheap, where there is a bank, where there is an Internet cafe, where there is fun and so on. The more you know, the better, and the more familiar you are with the local area, the better. Often tourists look at the enthusiasm, good service attitude and patience of the tourist receptionists, and then come back to continue to ask for your service.

Second, my job as a tour guide.

"A living map of local traffic, a living encyclopedia of local profiles, a living Zhuge who solves problems for local guests, a living fairy who laughs and laughs, a living advertisement for being honest, and a living example who dares to be the first." This is the standard of being a good tour guide. How should tour guides improve their tour guide skills and art? Based on the experience of participating in tour groups and the guidance of some experienced tour guides, I have the following views:

(A) update ideas, innovation and improvement

Tour guides must not stick to the rules, but be satisfied with the basic knowledge they learned when taking the tour guide exam. They should keep pace with the times, catch up with the trend of the times and learn new ideas and concepts. At present, tour guides must establish the following new concepts: market concept, honesty concept, international level concept, tourist-oriented concept and so on. Tour guide work is a comprehensive artistic work, which needs innovation and improvement. Innovation means re-creating and improving on the basis of learning from predecessors. In terms of tour guide technology, it should be "unconventional", "strategically superb and tactically leading". "A tour guide is the soul of tourism, and a tour without a tour guide is a tour without a soul." It can be further said that "innovation is the soul of tour guides. Without innovation, the art of tour guides will not develop and improve." However, "innovation" is a very arduous thinking activity.

(2) Work hard and keep practicing.

"The beauty of mountains and rivers depends entirely on the mouth of the tour guide" and "It is better to listen to the scenery than to see it", which is a praise for the tour guide's "mouth skill". "Only a tour guide has one mouth, which can mobilize the legs of tourists", which is people's praise for our tour guide's "mouth function". It is our mouth that "guides tourists to explore beauty, discover beauty and enjoy beauty". Our mouth mobilizes tourists' legs to follow us through the whole tour. However, it is not easy to practice this "mouth". "One year of boxing, two years of legs, and ten years of practicing one mouth", our tour guide must practice this "mouth" well. Without a good "mouth", a tour guide is like a soldier without * *, without doing his duty! It is suggested that tour guides should try their best to learn from sister art, listen to storytelling, cross talk and drama, learn from the older generation of artists, learn their artistic ethics and learn their artistic means.

(3) All-round development, paying equal attention to both oral and written.

There have been written and oral examinations in nearly ten national tour guide competitions, and the judges paid special attention to the oral examination, accounting for a large proportion. In several national tour guide competitions, the average score of oral test is about 80, and the average score of written test is about 60. But the final "Top Ten" tour guides are all "double excellent" players with good oral and written skills. In the long-term practice and investigation, we found that "lip service" is the way to show the level of tour guides, and "pen" is the basic literacy of tour guides. Without profound writing skills, there is no basis for improving the "lip service" of tour guides! Therefore, tour guides should pay equal attention to "mouth" and "pen". "Pen" kungfu can improve "oral" kungfu, and "literary talent" can improve "eloquence".

(4) Be good at summing up and learning lessons.

In tour guides, it often happens that two students graduated from the same school and were assigned to the same travel agency. Two or three years later, one became an excellent tour guide, and the other showed no improvement. The reason is that those who make rapid progress and have excellent tour guides must be good at summing up and drawing lessons from themselves and others. This is the law and common sense! A truly successful tour guide should have the belief that you can't answer the same question twice; The same negligence in reception work is not allowed to happen twice! This will change with each passing day and make progress every day.

(5) Pay attention to details and learn to check yourself.

In the western tour guide world, there are four kinds of sayings: "small things are simple", "small things Smallisbeautifull", "small things are not done well, but there are many troubles" and "Tourguidehasnosmall things". Tour guides in China should remember these four sentences and always do the "little things" well. A tour guide should start with all aspects and processes of the tour guide, pay attention to the details and not be vague. If you are taking a tour group, during the reception period, everything is fine, such as eating, living, traveling, traveling, tour guide explanation, service, language and art. Every tourist is full of praise and satisfaction. Everyone is ready to say goodbye to the lovely guide at the airport with satisfaction and happiness. Unexpectedly, the tour guide said shyly, "Sorry, I didn't get you a return ticket!" " "At this time, there was no praise from the whole group, but there was anger, anger and even abuse. The air ticket work was not done well this time, and all previous efforts were in vain. Finally, I got complaints and criticisms called 100- 1 ≠ 99 = 0! Tour guides should learn to check themselves. I suggest that you often record your tour guide words with a tape recorder. Listen carefully to yourself after joining the group, and you will find many problems that need to be improved. Using the characteristics of tour guide language to test whether you use tour guide language, you will find that there are many improvements.

(six) to achieve the "five diligence" and improve in an all-round way.

Tour guides are scholars, knowledgeable person and walking dictionaries in the eyes of tourists. In order not to disappoint tourists, we must cultivate a rigorous style of study, treat tour guides with a scholar's attitude and improve our art. For this reason, I suggest you develop the habit and style of "five diligence". "Move your legs frequently", spread your legs and ask for advice from all knowledgeable and experienced scholars and tour guides; "Diligent in talking", not ashamed to ask questions, learn from the people, learn from the people, learn from their own students, and enrich themselves; "Diligence" is beneficial to open books. Read books about scenery and customs, read everything, and pay attention to the work of tour guides; "Work hard", learn to remember everything, and write down the good tour guide words, good expressions and good sentences of others and peers; "Use your brain diligently" means to analyze, summarize, study and sublimate the information, knowledge, experience and good sentences collected by yourself, and form your own knowledge, style and style of writing.

Internship summary: Graduation internship stage is an important stage in college students' life, a prelude to college students' participation in work, a process of college students' transformation from student status to social workers, and an important turning point in their lives. As soon as we step into society, we are the new blood and strength of society. But after all, we are still young and lack of work experience and social experience. We need to learn more, learn to survive, learn to suffer and learn to live. Through this internship stage, I have matured a lot and thought more carefully. At the same time, I feel deeply guilty for not cherishing my study time before. After 17 weeks' growth, I believe I can adapt to whatever work I do in the future and work hard towards my ideal. The above are some immature views and feelings of my internship. Please correct me.