Hotel management training report 1500 words

Practical training must be experienced during the student period. This process will help us in our future work and make it easier to adapt to work. The following is a "1500-word hotel management training report" compiled by me for everyone. For reference only, everyone is welcome to read. Hotel management training report 1500 words (1)

According to the arrangement of the teaching plan, from x month x, 20xx to x month x, 20xx, I was assigned to xxx natural hot spring resort to intern in the hotel management professional course. The five-month internship made me feel deeply, understand a lot, and gain a lot. I personally realized the hard work, the complexity of society, the importance of practice and the need to study. During the internship, I carefully combined the book knowledge and strictly followed the school Arrangements and plans were carried out step by step, and the work was carried out slowly according to the guidance of the hotel leaders, studying hard, working actively, mastering the basic business procedures of the hotel, learning the daily operating specifications of the wine shop, and understanding the ingredients of some Cantonese dishes. Cooking methods and eating customs, understand the daily table manners of xx people, feel the need for standardized services and personalized services, and also have a preliminary understanding of the Guangdong catering industry...

Use I have benefited a lot, felt deeply, and deeply realized that learning and internship are closely integrated and inseparable. Learning and internship are equally important, especially internship. In today's world, the competition for knowledge is becoming increasingly fierce, the competition for knowledge is becoming increasingly obvious, and experience is becoming increasingly fierce. In the hotel service industry, where competition is becoming more and more precious, material desires and a developed economy have caused great changes in people's outlook on life, money, values, and interests, and have caused earth-shaking changes in people's spiritual pursuits and material enjoyment.

Therefore, it is even more obvious for the hotel industry that has just started and has just entered the class and has a bright future. People have also seen this bright prospect. Many businessmen have turned their attention to hotels, so now The hotel can be said to be a place where a hundred flowers bloom, a hundred schools of thought contend, and the hotel is dotted with stars. At the same time, for those of us who study this major and plan to work in this industry in the future, it also creates endless motivation and pressure. It also makes us sober and understand a lot about our future development prospects in this industry!

< p>　1. The initial adaptation stage

Due to the interference of a series of external factors such as the objective climate, economy, life, and population quality in the north and south, I am particularly unaccustomed to the food there and the hot climate. , dietary discomfort, coupled with the start of work and the unfamiliarity with the hotel environment and colleagues, there has been a process of adaptation and adjustment for nearly half a month. This is also a time to challenge us and test our perseverance, but the differences between classmates Encouraging each other, the hotel leaders’ concern for us gave me the energy to turn hardships into motivation and move forward step by step. The confidence and strength to overcome difficulties and challenges, the patient teachings of the leaders, and the enthusiastic help of my colleagues all inspired me. It inspires me, especially the heartfelt desire to enter society as early as possible. It is the source of motivation for me to adapt to the hotel, get used to life, and study hard.

2. Work actively and study hard in the future

According to the needs of the work, I was assigned to the front desk for the first time. At that time, I had no distracting thoughts and was very dedicated. The hotel adopted a one-by-one approach. From a gradual understanding, the work at the front desk is mainly divided into reception, room sales, check-in registration, check-out and fee settlement. Of course, this also includes answering questions for guests, helping guests handle service requests, telephone transfer, and TAXI outbound call services. and air ticket booking business. In addition, the front desk is the department that guests have direct contact with, so many of the guests' requests are not made directly to the floor attendants, but to the department they contact first - the front desk. Therefore, the front desk also serves as the coordination center for the entire hotel.

Guests’ requests are basically the same. A hair dryer is missing, a towel is missing, a clothes hanger is needed, etc. These are usually trivial matters, but some guests will be unreasonable. For example, when booking a plane ticket, the guest himself It was said that he wanted to book three tickets to Beijing, and the guest signed the confirmation himself. However, when our front desk staff helped book the tickets for the guest, the guest refused to admit that he had booked three tickets and asked us to refund the extra tickets. cost. Although it was not our fault because he had his own signed confirmation, the lobby manager still asked us to admit our mistake and refund the ticket money. I was very angry at the time, but as the saying goes: "The customer is God" and "The customer is always right", this is a well-known business motto in the hotel industry, and I have deeply realized it.

The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated and has one day off per week. Except for the overnight shift, which has two people, the morning shift and the middle shift each have three people. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and promote, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly.

We studied bit by bit, bit by bit, day by day, and we were not ashamed to ask questions. In the end, we learned the basics of the entire reception. I also knew the operation process very well. However, due to the passage of time, the mastery of theory and practice was slow. Due to the slow combination, we also discovered some shortcomings of the hotel, and we also suffered from the pain and helplessness of the hotel people's discrimination against us college students. Therefore, we also had theoretical debates with some leaders of the hotel.

Especially the unfair work arrangement and the psychological prejudice against us are very unacceptable to us. Two months have passed. For the sake of study, we have begun to proactively apply to change departments to study. , but because the hotel’s position was different from ours, and their interests were different, formal negotiations were held. But in the end it gave us an opportunity for departmental exchange and learning. I then applied to be transferred to the housekeeping department to be a low-level waiter. This was very different from my previous job. The front desk was a mental job, while the guest room was mainly physical labor. I began to learn to do more and talk less. This kind of job also It's very good, very simple, very pure, without competition or worries. I learned how to make a guest room and how to make it tidy and clean.

As time went by, after studying in the guest room for 25 days, my superiors wanted to transfer me to another hotel - a branch of the hotel. Originally, I signed up voluntarily, but without my knowledge, the hotel directly notified me to send me there. I really didn’t want to go. But the hotel forced me to go. We once explained to the leader that we are about to end our internship and hope to stay here and study in a stable environment. We don’t want to have to adapt to the environment and corporate culture of another hotel in the last month. That would only make us more confused and we wouldn't learn anything. However, the hotel could not accept our suggestions and finally contacted the school. However, when the result was not clear, the hotel made the decision to fire me. I had no choice but to leave. I ended my five-month internship and learned the basics of receptionist workflow and guest room cleaning. At least I still learned things that I couldn't learn in school.

Although the internship was only a short period of time in my student career, during the work process, I did not simply sell my labor in exchange for remuneration, but always regarded myself as a student, especially as a social worker. To serve others according to the standards of a person, only a love is not enough. What I have learned is a consciousness, the consciousness of serving others. Maybe I may not necessarily be employed as a waiter in the future, but this awareness of caring for others and contributing to society will last forever.

Internship is a process of contact with society. Through this internship, I have a relatively comprehensive understanding of the hotel’s organizational structure and business operations, and I have come into contact with all kinds of guests. At the same time, I have also met many good colleagues and colleagues. Friends, they gave me a deeper understanding of society, they broadened my horizons, and taught me how to adapt to society and integrate into society. It allowed me to get in touch with society in advance, understand the current employment situation, and make advance plans for my future employment plan. Through this internship, I discovered the compatibility between myself and society, which provided a guide for my employment direction. Hotel management training report 1500 words (2)

This internship is mainly to give us a certain perceptual understanding of the professional knowledge we have learned and its application in practice, thereby helping us to implement hotel management The combination of theoretical knowledge and practical experience learned in the classroom lays a good foundation for future course study and is more conducive to the study, understanding and mastery of professional basics and professional courses. At the same time, the experience of this hotel internship will be helpful for future employment.

When I first arrived at the hotel, I felt that everything was very new. After all, it was my first time to leave school and enter social work. Everyone was very excited and had endless energy. I regard the hotel as a stage to display my talents, and I want to put my theoretical knowledge and ideas into practice. But there is a difference between ideal and reality after all. When we officially started working, we found that many things were not as simple as we imagined, and gradually our passion was extinguished.

I am an intern in the hotel room department, and I need to undergo training before taking up the job. . The main content of the training is how to make a bed. It was our department supervisor who taught us how to make the bed. Every step of making the bed was required. The entire bed-making process, including throwing out sheets, putting on quilts and laying them flat, integrating three threads into one, and putting on pillowcases, etc., had to be completed within three minutes. First of all, it is very difficult to get rid of the order. Generally, it is required to be completed at one time, and the center line of the sheets must coincide with the center line of the entire bed. Then wrap the sheets, that is, wrap the sheets neatly into the upper and lower mattresses. There should be no gap between the sheets and the mattress, otherwise the sheets will not stay flat. Next, we start to put on the quilt. This is also very particular and very technical. That is, you only need to match the corners of the quilt and the quilt cover and then swing it a few times. The other details can be sorted out. The most important thing is that the center line of the quilt should be in line with the bed. , the center lines of the sheets coincide, this is the "three lines in one" in the process of making the bed. After doing this, the last step is to put the pillow into the pillowcase, keeping the full side facing the end of the bed, and the opening of the pillowcase facing either the wall or the window. In the hotel industry, this is very well-founded. I once saw one. The case said that a female guest mistakenly put the necklace into the pillowcase because the opening direction of the pillowcase did not comply with the regulations.

When I officially went to the housekeeping department as an intern, I discovered that the job of the housekeeping clerk is not just as simple as making the bed. The first duty of a housekeeper is to clean the guest room. There are also certain standards to be found for cleaning guest rooms. During the internship, I learned that when entering a room, the waiter must knock on the door first. The first step after entering is to open the window, then pick up the garbage and take it out. Next, start making the bed. Take off the quilts, sheets, pillowcases, etc. that have been used by the guests, and replace them according to the bed-making procedure. After all this is over, start cleaning. It should be noted that wet cloth usually wipes wooden furniture here, while dry cloth wipes metal and glass furniture. Every small place cannot be missed. The overall wiping order is circular. The whole process You also need to return various furniture and utensils to their original positions, and check how many daily necessities have been consumed in the room. Very detailed things, such as the phone should be placed in the middle of the bedside table, the orientation of the pen on the note paper, and when cleaning the mirror, you should look sideways to check whether the mirror is clean, etc., etc., need to be taken seriously during the entire cleaning process. . After cleaning, use a vacuum cleaner to clean the carpet, and let the suction nozzle of the vacuum cleaner move along the texture of the carpet, so that the carpet can be cleaned without damaging the carpet. The last step is to replace the items consumed in the room. If there are any missing items, record them and report them to the supervisor. During the internship, a guest lost a small square towel. Since the guest had not left yet, when the guest came back, the waiter explained the situation to the guest. In the end, the guest had to compensate. When working as a housekeeping clerk, I also learned that every employee must have safety awareness, and the waiters must know general fire protection knowledge. In addition, the waiters should also have a better understanding of the hotel and the city, so as to provide guests with more unexpected services and make guests more satisfied.

The internship gave us a new concept of society. When I walked on the streets of Shanghai and shuttled among all the living beings, I felt that I was really like a drop in the ocean. I can’t be any smaller. This society It's so complex that sometimes it feels physically and mentally exhausting. After my internship in the hotel, I became taciturn, because I found that in the face of such a big world, my thoughts and opinions were so naive, and my mind was not broad enough. I could only observe and feel quietly. To hone. What makes me feel lucky is that I still have one year left in school. This year is like a buffer, allowing me, a physically and mentally exhausted soldier who has been hit by the real society, to recuperate and regroup.

This was the period when I had the biggest psychological gap: I had to look at the faces of various customers, and even be insulted by them. Do they think it is a pleasure to treat us interns like this? I I didn't tell my family what I was doing as an intern, because I was afraid they would be sad if they found out.

As I have been doing it for a long time, my mind has relaxed. I only regard internship as a way to appreciate society and life. Starting from the bottom of society, while carrying out practice, I can feel the human relations and principles in society, accumulate social experience and ways of doing things, and understand the complexity of interpersonal relationships. Maybe this It is the most important thing in internship life. The internship life is like a magnifying glass. It not only allows me to see my excellent side, but more importantly, it magnifies your shortcomings and deficiencies in all aspects without reservation. As the old saying goes: you will be happy after hearing it. This is also the prerequisite for a person's progress.

From my internship in the housekeeping department these days, I can understand that the workload of the housekeeping department waiters is very heavy, and in addition, the foremen, supervisors and managers of the housekeeping department all work from the grassroots level. I started to work step by step, and I was very knowledgeable and skilled in grassroots work. My supervisor once personally showed me how to make a bed, and he was very quick in his movements. Moreover, whenever the hotel receives important guests, it is usually the supervisor or even the manager who personally cleans the guest rooms without any negligence. From here, practice and details are important things for every employee in the hotel.

We have gradually grown under the guidance of our leaders. I am very grateful for the efforts that our leaders have made on us.

At work, although I just play the role of an ordinary room attendant, my job is not just as simple as cleaning, but also includes a series of complex procedures. During this six months of work, I found that in order to be able to do a job well, I must face up to my work attitude and face every day's work with an optimistic attitude, no matter whether the work is heavy, busy or To be free, we must use a positive attitude to complete every job we do, instead of complaining because of the proportion of workload, because complaining is useless. What we need to do more is not to think too badly about things, but to maintain a good attitude and face every day. Because a happy attitude will make us tired from work without realizing it.

I have also made mistakes at work, but it was my customers and masters who gave me encouragement again and again, which made me more enthusiastic about my work. Mr. Millland once said: Young people inherently need encouragement. Yes, it was this encouragement that enabled me to bravely overcome difficulties and make continuous progress at work.

The half-year internship has become a thing of the past, but there is still half a year of the one-year internship period. The successes and failures of the past have become a thing of the past. We should not show off or be sad about them, but You should adjust your mentality to meet future challenges and face upcoming difficulties.

There is a lot of knowledge to be learned in life, and what we have learned now is far from enough, so we should be prepared for the next stage of learning, set out with goals, and the hard work will be rewarded. After sowing the seeds, we must cultivate and cultivate diligently, so that we can have a bumper harvest.

Society is complex, and we have just entered the society and we must maintain a humble and cautious attitude. "Small, you're new here," the tone revealed a hint of arrogance and seniority. There is a hierarchy of learning, and the ancestors serve as teachers for future generations. Newcomers should humbly ask for advice from the elderly, and the elderly should patiently teach newcomers. This is a rule. There is a relationship between seeking and giving up, but there is no absolute obligation relationship between the two, especially in social studies class.

We have been newcomers and encountered all kinds of unsatisfactory things on the road of "seeking". From being criticized to being scolded to being criticized at worst, we were sometimes told things that made us confused. Donors will use various tones and methods to give alms to you, which will make you feel repelled and reluctant to accept. New people will all go through this psychological period. After every time you are "given alms", whether you admit it or not, you have indeed made progress. Of course, you will definitely feel that their methods are too excessive or even unreasonable. What can't you say? All of these are your own. Just take it for granted. The reality is not to take it for granted. Every novice will experience this, no matter how good you are.

Time has also turned me into an old employee. When I see a few new colleagues at the front desk, I can forgive them for their shortcomings. After all, they are novices, but there is no reason. Almighty. When learning something, you need to be proactive, diligent, and smart. These aspects are very important. When I see new colleagues being inactive and inflexible, I feel disgusted. This is an attitude problem. When I am very busy, there are not enough staff, and my new colleagues stand aside numbly, I will not be so patient. If a newcomer doesn't take the initiative to learn, should others take the initiative to teach? After analyzing this, I fully understand my experience as a newcomer.

The internship is over, and every student has his or her own unforgettable story. Half a year is short, but the process is long. When I return to school, I feel that the anger here is great, without the desire for profit. Competition is undoubtedly a paradise. So many things have happened in half a year, and there are so many emotions. I will use my time at school to digest it, strengthen my shortcomings, reorganize my confidence, and meet the real challenge. employment.

Through this internship, I really learned a lot of practical things, which are exactly what I couldn't learn in the "Hotel Management" class. Although I knew from the previous class that the hotel industry pays great attention to practice and details, during the internship, I did not expect that the attention to detail in the hotel would be so detailed that even the placement of items is regulated. What I learned during the internship are the work skills of grassroots waiters and I have become proficient in them. In addition, the most important thing in management is to handle the relationship with subordinate employees. To do this, the most important thing is to be pragmatic, start from the grassroots level, and stand out from the grassroots level. A successful manager Successful managers must unite all employees so that the goals of the entire enterprise can be achieved. Therefore, in the future, the management talents that hotels need must be experienced and promoted from the grassroots level, rather than someone with a high degree of education but no actual work experience. The waiters that hotels need must be very capable of service and pay attention to important details. people, and will develop in the direction of a universal hotel "gold key". In the future, the number of hotel "gold key" people will greatly increase the proportion of hotel employees. Hotel management training report 1500 words (3)

After these six and a half months of practical application, we have a certain understanding of the hotel's business operations. Through practice, we have benefited a lot.

I have learned many skills in practice, including communication skills, interpersonal skills, and sales skills; I have experienced the artistry of hotel management and the importance of rational utilization of human resources, and gained a lot of valuable experience and wealth; understand He recognized his own shortcomings and summed up his experiences and lessons. In my future study and life, I will clarify the direction of my efforts, continue to increase my self-value, and lay the foundation for planning my career in the future.

1. Introduction to the internship unit

The xx Hot Spring Conference Center is affiliated to the Gas Development Center of Fangshan District, xx City. It is a quasi-four comprehensive hot spring resort hotel with complete facilities and complete functions. xx The designated unit for city government meeting procurement.

The hotel has nine conference rooms of various specifications, which can meet the meeting requirements of 10-500 people. The conference room can accommodate 500 people and can provide large stage, lighting, audio equipment, audio and video, and slide projection. , LED monogram display, tea breaks and other services. It is an ideal place for you to host various conferences, academic exchanges, teaching and training, large-scale performances, various banquets, press releases, exhibitions, auctions and other activities.

The hotel has various luxury restaurants, banquet halls, buffet restaurants and VIP rooms, which can accommodate 700 people for dining at the same time. The restaurants mainly serve authentic Sichuan, Shandong, Cantonese and other cuisines, supplemented by farm dishes, home-cooked dishes, etc. Dishes and raw materials are all made of green organic food, reflecting the concept of ecological health and wellness. The high-quality roasted whole duck and the special braised pigeon are uniquely prepared, with novel flavors and a lingering fragrance that will surely leave you with endless aftertaste.

The hotel has a total of 107 deluxe standard rooms and suites, with elegant interior decoration, broadband access and other services, and high-end and complete facilities. It is your choice for stay and rest.

The hotel's recreation and leisure center has complete entertainment facilities, including hot spring swimming, bathing, performing arts, and self-service. 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, Fangshan District, an important ecological leisure resort town in Beijing. It is adjacent to Asia’s Bixi Fishing Garden and Changyang Jiazhou Shuijun Golf Course in the east; it is close to Beijing Liangxiang University Town in the south; and it is adjacent to Beijing Liangxiang University Town in the west. Natural oxygen bar, Fangshan National Forest Park, geological wonders such as Shihua Cave, Silver Fox Cave, Xianqi Cave, Shidu, a small Guilin in the north, Yunju Temple, a famous temple in the north, the Zhoukoudian Peking Man Site, the residence of the ancestors of mankind, and other tourist attractions; there are tourist attractions under construction in the north The world-renowned outlet super large leisure hot spring shopping mall is a good place for your travel and vacation.

The hotel has a superior geographical location and convenient transportation. It is only a 30-minute drive from Beijing West Railway Station and Liuliqiao Transportation Hub, which can greatly save your precious time.

2. Main gains and experiences from the internship

1. Gains from the internship

(1) Improvement of service awareness

For hotel and other services In terms of the industry, service quality is undoubtedly one of the core competitiveness of an enterprise and the lifeline of the enterprise. 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 more respected. Rong, establish a good brand and image for the company, through training organized by the hotel and intensive exercises in the daily department, I have developed my service awareness and developed a good habit of smiling when facing guests; I have learned to use standard etiquette and politeness Hospitality; understand the importance of learning a foreign language well.

(2) Improvement of service level

After more than six months of hotel internship, we have a certain understanding of the basic business and operation of the hotel. Politeness is a person It is a concentrated reflection of comprehensive quality, especially in hotels. You must dare to say hello to people, and in the process of saying hello to people, you must also achieve three things: speaking well, seeing well, and being spiritual. No one can be missing. We must do our best to meet the guest's requirements. Even if there are some things that are not within the scope of our responsibilities, we must try our best to convey them to them. Even if some requests are unreasonable and cannot be fulfilled, we must reject them in a tactful tone and help him find other solutions. method.

What impressed me most was the service provided to the hotel’s foreign customers (mostly from Honda, the hotel’s major customer). They usually don’t speak English well, so we have to learn from their actions. He guessed what he wanted to do in just a few words and helped him get it done quickly. For example: when a guest says AIRPORT in broken English, it must be guessed that he is thinking of the airport and wants us to arrange a free drop-off service. The next step is to provide them with a ride reservation form and accept his information before handing it over to the supervisor to arrange the ride...

　(3) Improvement of English proficiency

In the fourth semester In the hot spring conference star hotel, the practical application ability of English, including listening, speaking and writing skills, is particularly important. In the process of contacting guests from all over the world, English has played an important role as an international language. Without it, I would not be able to communicate with the guest, let alone serve him or her. During the trade fair, guests came from all over the world and were not familiar with the hotel. They asked us to introduce it to them in English, accept their consultation on the venue, weather, geography, shopping and other information, and promote Guangzhou and the hotel to the guests in a timely manner. image.

2. Internship experience

(1) Internship is not to experience life

The internship took up our last summer vacation in college, but this is different from the past. Different from summer jobs, during the work process, we do not simply sell our labor in exchange for remuneration, but treat ourselves as a member of the hotel, working closely with colleagues in various departments to maintain the hotel's image and create benefits.

During the internship process, we will not receive special courtesy because we are still undergraduate students. Like other employees, we will start to understand the basic knowledge of the hotel and our own work. If we occasionally make mistakes, no one will Favoritism.

(2) Internship is a process of contact with society

Through this internship, I have a relatively comprehensive understanding of the hotel’s organizational structure and business operations, and have come into contact with all kinds of guests. I also met many good colleagues and friends, who gave me a deeper understanding of society, broadened my horizons, and taught me how to adapt to society and integrate into society.

(3) The relationship between the internship period and Beijing Hyatt Regency Hot Spring Conference Hotel

As a member of the hotel, wearing a mask, you must safeguard the rights and interests of Hyatt Regency Hotel at all times , you must closely connect yourself with the hotel, be familiar with the hotel's information, and make sure that everything you say and do represents the interests of the hotel, always promote the hotel, and improve the image of the hotel and yourself.

　(4) Internship and Employment

During the internship process, I got in touch with the society in advance, realized the current employment situation, and made an advance plan for my future employment plan. plan.

Through this internship, I discovered the compatibility between myself and the hotel, which provided a guide for my employment direction. In addition, the talent training system of Beijing Hyatt Regency Hot Spring Conference Hotel provides us with a large number of learning opportunities and employment opportunities.

An internship is actually a practice for employment.

3. Internship Ideas and Suggestions

The hotel industry is an industry that requires teamwork. Any service a guest needs cannot be completed by one person. From the moment a guest makes a reservation, we begin to serve him. From reservation to reception, to check-in, to catering and entertainment, to check-out and departure, everything is inseparable from the communication and cooperation of various departments.

Poor communication and insufficient team cohesion. Some departments of the hotel do not work 24 hours a day, such as the reservation department, sales department... and there happens to be no certain tacit understanding and corresponding response mechanism between various departments. As a result, guest information is not updated in time, and the pick-up service is delayed. , baggage transportation and other incidents.

Of course, I also had shortcomings in this hotel internship. I was not familiar enough with the department’s business during my work and could not adapt at any time and quickly provide accurate information to guests. Carelessness still happens to me from time to time. The most important thing when working in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level still needs to be improved to facilitate communication with guests. On the other hand, it is also necessary to have a proper understanding of other foreign languages ??and foreign cultures.