6 summary reports of hotel training courses

Hotel Practical Training Course Summary Report 1

After more than two years of study and accumulation, I finally started a new journey in life - internship. As a student majoring in hospitality, I chose a hotel receptionist that is closer to my major as my internship position.

1. Purpose of internship

To go deep into the workplace, understand the specific work content, and combine the theoretical knowledge learned with practice.

2. Internship content

When I first arrived at the hotel, I was very excited. After all, it was my first time to really step into social work. I felt fresh and curious about everything. But as a formal When I started working, I realized that this job is very hard, but it also benefits me a lot.

As the face of the hotel, the front desk is the first department to have an impact on guests and provide services. A hotel's efficiency and profit creation basically start from there. Therefore, generally speaking, hotels have higher requirements for front desk staff, and they usually require English to pass CET-3.

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, transferring calls, and waiting for taxis. Call service and air ticket booking business, etc. In addition, the front desk is the department that guests have direct contact with, so many requests from guests are not made directly to the floor attendants, but are directed to the front desk of the department they contact first. Therefore, the front desk also serves as the coordination center for the entire hotel. The requests of guests 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 make trouble unreasonably. For example, when booking air tickets, the guest himself said that he would order three to go to Beijing. The ticket was signed by the guest himself, but when our front desk staff helped book the ticket for the guest, the guest refused to admit that he had booked three tickets and asked us to refund the cost of the extra ticket. 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 sell, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, allowing the cashier to 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.

3. Internship experience

Internship is a good platform that allows us to have a new understanding and understanding of society. Only by experiencing it in reality can we understand this society. So complex and far from perfect as we imagine. During my hotel internship, there was a time when I found that my thoughts and opinions were so naive, but then I slowly let go. In college, we are just a piece of blank paper. Only through internship can we appreciate society and life. In this humble position at the front desk, I can feel the human relations and principles in society. I am accumulating social experience and learning how to deal with life bit by bit. Understanding the complexity of interpersonal relationships is the most valuable part of the entire internship process. Throughout the internship process, I not only saw the good side of myself, but also magnified my shortcomings and deficiencies in all aspects without reservation, which made me pay attention to things that I had never paid attention to.

Obviously, the workload at the front desk is huge, and when the hotel receives important guests, the manager usually gives many instructions or even handles it personally, and no negligence is allowed. It has to be said that patience and carefulness are things that every hotel employee must possess. Although the work in the hotel is the same every day, since most of the guests we receive come from all over the country for sightseeing, we can feel the different cultural atmospheres of different regions. Of course, most of the guests come here for sightseeing. Domestic tourists, so there is little exotic atmosphere.

Perhaps, in the eyes of outsiders, the work at the front desk is very simple. In fact, the procedures of this work are complicated. In this short or long time, I found that I have to do a good job For each job, the mentality must be adjusted well. No matter whether the work is heavy or leisurely, we must complete each of our tasks with a diligent attitude instead of complaining; when you make a mistake, you must do everything you can to make up for your mistakes. , rather than escape. What I want to say is that the salary of the front desk of the hotel at the moment is generally the basic salary plus commission. In other words, if there are more guests staying, the salary will be higher. This can be regarded as the motivation to encourage everyone to work hard and be willing to persist even if they work overtime. .

4. Internship Summary

As a newcomer, it is inevitable that I will make mistakes at work. Fortunately, my manager and colleagues did not blame me very much, but gave me comfort and support. Encouragement, this moved me very much. Meeting such an open-minded boss and colleague is not easy. Thanks to an older colleague who told me that no matter what kind of environment I am in, I must remember three points: 1. Be diligent, 2. Be patient, and 3. Don’t be ashamed to ask questions. I will always keep it in mind.

The internship is now over. This is an unforgettable day, full of joy, sweat, and bitterness. It is difficult to express it clearly in a few words. These three months are short, but the process is long. I want to summarize it carefully, strengthen my shortcomings, reorganize my confidence, and welcome a new beginning. Through this internship, I really learned a lot of practical things that I couldn't learn in the classroom.

Hotel Practical Training Course Summary Report 2

Internship is a rare experience opportunity for every college student. As students who live on campus all year round, we have a deep understanding of this society. I still have a lot of doubts and even confusion about my future. But after coming here and coming to society. It seems that many questions have been answered, and those questions that were once confusing and doubtful are gradually being solved in society.

Nowadays, through the social internship in _ Hotel, I have also gained many new gains and new understandings at work. Although there are still some areas that need improvement, there has been great growth compared to the past. I now summarize my work as follows:

1. Goal of internship

Internship is an opportunity for college students to practice professional learning, and it is also an experience stage to understand the social environment. For this reason , my main goals for this internship are:

1. Adapt to the environment in the hotel, experience the work, correctly understand the hotel's management system, and practice my professional knowledge.

2. Understand the social environment, adapt to independent life in society, and exercise your ability to handle life affairs.

3. Strengthen interpersonal communication, learn work and life experience from communication and consultation, and exercise your communication skills.

2. Personal Thoughts and Feelings

In the actual social environment, I encountered many unfamiliar frustrations and experiences that I did not have on campus. Although the feelings were all bad, they were It made me realize some difficult things about society and work. Let me learn to solve and handle these deficiencies in my work and improve my thinking and abilities.

Through my experience in the internship, I have exercised my thoughts, improved my work enthusiasm and attitude, strengthened my management capabilities, and enabled myself to maintain a good attitude and attitude in work and life. management capabilities. Learn to compete, learn excellent skills and constantly improve yourself.

3. Hotel work situation

At work, as an intern, I was initially responsible for some simple and basic tasks. But at work, I never slack off myself. Although the work in the hotel is very tiring and hard, I also persist in doing my duties diligently and learn from my experience. Gradually, I also began to take on some basic management tasks, and used what I learned to better exercise my abilities at work!

4. Internship experience

In During my internship, I really had a deep understanding of the hard work. Many interns are responsible for physical labor, so many people quit after a short period of internship. But I persisted and encouraged each other with the interns around me, and finally adapted to the job smoothly.

This experience made me understand that there is no truly difficult job. As long as we persevere, no matter how difficult things are, we can still adapt and overcome difficulties!

Hotel practical training course summary report 3

Interns are an important resource for the hotel. This is The best knowledge in the hotel industry. First of all, the salary and benefits of interns will be much lower than that of regular employees, but their work will be the same as that of regular employees, which will help reduce labor costs. Secondly, because interns are in-depth in specific service work, they are more specific and targeted at discovering and solving problems in enterprise management and services than experts' short-term research and consultation. Moreover, they have just entered the enterprise, and they will be more specific than those who have been in the enterprise for a long time. Employees are more likely to spot overlooked issues. Thirdly, there must be a certain degree of difference between the theory and practice learned in the study. This difference enables them to look at the links and processes of enterprise management and service with questions, which is conducive to raising and solving problems. However, with the rapid development of modern economy and changes in social systems, many problems have arisen in the use and management of interns in hotels, such as low enthusiasm of interns, differences between the purpose of internships and the needs of hotels, etc. How to fundamentally solve these problems Problem, more scientific and reasonable management interns are inseparable from the future development level of the hotel.

1. Problems among hotel management interns

1. The internship period is short and the interns lack a sense of psychological belonging.

Because they are students, the internship period required is short, and generally they will not stay to work after the expiration. These objective factors make it difficult for interns to develop a strong sense of work responsibility and mission, and it is easy to breed the idea of ??"being a monk for a day and clockwork for a day." "Psychology. Interns often find that they cannot get familiar with and adapt to the new environment right away when they practice in hotels, and they inevitably make some low-level mistakes. When they go to work, they are all very nervous, afraid of mistakes, fines, and foremen and supervisors. They were reprimanded and did not dare to explain when they were wronged at work, which caused the students to be unable to adapt to hotel work for a long time. At this time, hotel managers and old employees often adopt a scolding and impatient attitude, which makes these interns feel like outsiders. In addition, they do not want to stay here for a long time, and it is difficult to integrate with the hotel and feel a sense of belonging. feel.

2. Because the internship time of interns is usually between half a year and one year, interns are assigned to work in various departments, especially when they go to departments with technical content, it takes 3 months to lead a new person. It takes about a while to bring them out. Often they have just become familiar with the business and have to return to school to study or ask for a change of internship position. As a result, they have to train new people again, which will have a certain impact on the normal operation of the hotel department, and also Not conducive to long-term management. How to maximize their effectiveness in a short period of time is a question that hotel managers must think about.

3. Interns have insufficient social and practical experience. The composition of hotel guests is complex and it is a high-consumption place. Since the interns have just stepped out of school, are young (technical secondary school students), have little social experience, lack judgment of right and wrong, and have uneven moral cultivation, a small number of employees are prone to indolence and greed. Vanity and other bad habits will affect the overall image of the hotel. In addition, interns have just put down their books and have rich theoretical knowledge but lack practical work experience. Correct ideological guidance and practical training are crucial.

4. Interns have low satisfaction with the hotel. Because the interns have too high expectations for the hotel and their work, they are too demanding of managers, and they are too sensitive to discovering the hotel's loopholes. When the gap between expectations and reality is too large or even deviates, they can easily become resistant to the hotel system. The hotel's system is to standardize the service standards of every employee. A strict management system is the basic guarantee for the normal operation of the hotel. Without a strict management system, there will be no high-quality services and no good economic benefits. However, in order to improve work efficiency, many hotels mainly use "punishment" in their management methods, and there are few mechanisms for motivating employees at work, making the system impersonal. All of this has resulted in their low satisfaction with the hotel. , not conducive to hotel management.

5. The source of accepting interns is single and numerous. Once a collective retreat occurs, it will cause a sharp reduction in service personnel, and the temporary replacement cannot be completed in a short period of time. The impact on the hotel will be fatal.

2. The hotel’s countermeasures to solve the management problems of interns

1. Enhance the interns’ sense of identification with the hotel. It is necessary to encourage contract employees and interns to communicate more with each other to avoid artificial exclusion and avoid discrimination, bullying, and marginalization. Hotel managers emotionally treat interns as regular employees and treat them like contract employees, and strive to avoid discrimination. The manager's work style should make interns feel that the hotel is trustworthy and worth working hard for. For interns who have always been in school, have simple ideas, and demand fair treatment, the role of positive promotion is more obvious and can increase their sense of belonging. Hotels should encourage interns more and punish them less, provide more guidance and complain less. For example, Kaiyuan Xiaoshan Hotel holds regular intern symposiums to listen to students' opinions. On the one hand, it helps to understand the department's cooperation with internships and grasp students' opinions. On the other hand, it encourages students to find defects in the hotel and provide valuable suggestions to students. Give praise and rewards. Pay more attention to the interns, and pay close attention to the changes in the interns' thoughts while caring about their lives. We pay special attention to the daily life of interns and make arrangements for corresponding facilities and collective activities within the cost limit.

2. Properly arrange the rotation of interns. Interns come to the hotel for internship, hoping that through a period of internship (usually half a year), they can come into contact with more different departments, and they have requirements for job rotation. For hotels, the problem with job rotation is that interns may just be familiar with one department and have to go to other departments for internships, which inevitably brings difficulties to management training. For this reason, some hotels simply do not implement job rotation and directly assign interns to fixed department positions. This approach reflects a short-sighted view of the value of intern resources and does not recognize the difference between employment and development, which is not conducive to motivation. The enthusiasm of interns has been reduced, and the possibility of discovering overall problems through more comprehensive internships has also been lost. In fact, job rotation is not difficult to solve. The specific method can be to formulate different internship plans for each intern to avoid simultaneous rotation. This may increase the workload of the personnel department, but it is easy to ensure the service quality of front-line departments and help Interns achieve the goals of their internship.

3. Master communication skills with interns.

First, for interns’ mistakes, they should first criticize them, then state the rules, and finally punish them according to the regulations, so that interns can have a gradual adaptation process; second, they should provide more incentives and always maintain the interns’ interest and enthusiasm for learning; The third is to intersperse case teachings that can be applied to the interns' daily life, and encourage them to analyze on their own and draw inferences from one example; the fourth is to understand the personal characteristics of the interns and communicate with the trainers of the assigned departments in a timely manner to ensure the inheritance and continuity of the interns' teaching. .

4. Diversity of training methods. During their studies at school, interns generally use direct teaching from the blackboard. Research shows that the older humans get, the worse their concentration and memory become, while their understanding ability gradually increases. After all, interns are still young and have relatively deep memories of colorful and changeable things. This kind of demand for small but precise content and diverse forms is very suitable for teaching methods such as slides, videos, movies, and visits. For example, Kaiyuan Xiaoshan Hotel, in terms of training interns to obey and endure hardship, assigns veterans to conduct military training for interns, and organizes watching of videos that promote the spirit of unity and cooperation. Such training methods can often achieve twice the result with half the effort.

5. The development and utilization of intern resources by hotels should not be a short-term behavior, but should have a long-term plan and consideration. Hotels should sign stable intern rotation contracts with tourism schools based on their own conditions and needs, and select three to five tourism schools with good student quality for long-term cooperation. For example, Kaiyuan Xiaoshan Hotel contacts well-known tourism schools across the country, determines a fixed school for cooperation after analysis and comparison, and signs a long-term cooperation contract. This can ensure the quality of students and create greater benefits for the hotel after the students are employed. Indirectly reducing labor costs, it also saves the recruitment cost of recruiting students every year, and is also conducive to the connection and arrangement of time, personnel, expenses, management, training, use and other aspects. There are many outstanding interns among the hundreds of interns every year. The hotel human resources management department should discover the outstanding among them as reserve talents through observation and assessment. For outstanding candidates, junior management positions can be arranged for training and inspection, or they can be booked in advance in the form of an agreement. After a few years of this cycle, the hotel will have a large talent reserve, which can effectively support the demand for talents for business management activities and corporate development, and put the hotel's human resources management work into a virtuous cycle.

Interns play a positive role in the hotel's operation and management. In addition to saving labor costs, interns, as a specific group of hotels, should be valued for their own resource development value. Interns are the best way to solve the problem of hotel human resource allocation, which is conducive to the reasonable allocation and effective use of human resources in hotel companies, and ultimately achieves the business goal of maximizing organizational benefits.

Hotel Practical Training Course Summary Report 4

My internship started at the end of this year. During the internship, I felt deeply, learned a lot, and gained a lot. I personally realized the hard work, the complexity of society, the importance of practice and the need for study. During the internship, I carried out the work step by step in strict accordance with the hotel's arrangements and plans. , study hard and work actively.

During my internship, my job scope was in the hotel front office. At the beginning, I was assigned to the switchboard. Generally speaking, this aspect of the job was the simplest and the work was not stressful. After a month of work, I feel that my passion has been wiped out by this boring job. But then an opportunity appeared in front of me. Through my unremitting efforts and the help and care of the hotel leaders, I successfully won the runner-up in the front desk inquiry in the service skills competition. After the competition, I changed my internship position. Spent 12 days at the concierge. The main job of the concierge is to welcome guests, open the door for guests, greet them with a smile, and guide them. Although I didn’t gain much from my early morning concierge duties, I was very happy to get to know that fat and cute supervisor.

In the next month, I will work as an intern at the front desk. Relatively speaking, the front desk is a very training place. You have to face all kinds of guests every day and solve any problems raised by the guests, no matter they are reasonable. It’s still an unreasonable request, but you should try your best to hand in a satisfactory answer. The customer is God, this is the code respected by the service industry. The front desk has a lot of trivial matters. It is the hub department of the entire hotel, and it also touches the cash register. When I first came to the front desk to study, I made a lot of small mistakes and big mistakes. The department leaders gave me patient guidance and great help, which allowed me to grow quickly. But I also worked hard and lived up to the expectations of my leaders. I quickly got on the right track, worked independently, and was able to stand alone. In these nine months, we have also experienced major festivals such as the May Day National Day holiday, New Year's Day, and Spring Festival. We learned a lot during this busy festival and got through it smoothly. As they say, going through this proves that we have truly grown up and become a master.

Work is tiring and hard, but it is also happy and happy. The busyness and difficulty of work will sometimes make us frustrated and withdrawn. But if you face it and solve it, you will grow. At the same time, we lived in harmony with each other. In this big family, we supported each other, faced difficulties together, and went out to play together, leaving behind our laughter and laughter.

In short, during this period of internship, I also wanted to shrink back due to difficulties, but I was also proud. I also learned knowledge that was not in the books. I also served a real hotel, and even more so. This internship experience has enriched and consolidated my theoretical knowledge in college. This internship experience is my gain. I can use this experience to guide my future study and work. Both my understanding of society and my understanding of people in society have deepened. This kind of wealth is precious and priceless! He can teach me about the future. How should we behave as a society, what kind of person we should be, and how we should behave as a person. Especially when we are about to graduate, we have clear goals, clear directions, gained motivation, found shortcomings, seen gaps, and strengthened confidence. This is the result of our harvest and wealth.

Summary Report of Hotel Practical Training Course 5

With the rapid development of social economy and the continuous improvement of people's living standards, the hotel industry has developed rapidly. Although hotels vary in size, grade, service level, management quality, etc., judging from the development status and economic benefits of the hotel industry in recent years, the larger the hotel, the higher the grade, and the better the service quality. The operating efficiency will be higher. Because with the development of the economy, people's moral quality and spiritual courtesy are also constantly improving. At the same time, the demand and requirements for this industry are also getting higher and higher. Therefore, the more high-end hotels are, the more guests they visit. This reflects that the hotel service industry has become an important window for social courtesy.

The hotel's service quality is the central task of the hotel's daily management. All employees must have quality awareness, and managers must establish a service quality concept. Only when the concept of quality is firmly rooted can quality truly be regarded as the lifeline of the enterprise in daily management. Service quality refers to the degree to which the service provided by the hotel adapts to and meets the needs of guests in terms of use value (including spiritual and material). It must not only have material applicability, such as the quality of facilities, equipment, and dishes, but also have spiritual quality. applicability, such as good hotel atmosphere, service labor, employee mental state, etc. The higher the use value of the service is suitable for and meets the needs of guests, the better the service quality; on the contrary, the worse the service quality is. To improve service quality, it is necessary to improve the quality of service value. To improve hotel service quality, quality concept is the prerequisite.

What is omnipresent in the hotel is the service culture, etiquette culture, regional culture, food culture, troubleshooting culture, etc. All the staff in the hotel are the owners, and all guests will have a positive attitude towards the hotel and the hotel when they come to the hotel. Hotel people are more or less dependent on them. In addition to receiving culture or knowledge in the process of understanding the service, they also seek help from hotel people when they encounter difficulties. Therefore, we can say that the hotel is a place full of culture and knowledge. Therefore, people working there must be more knowledgeable, cultured and cultivated. The guests are tasting a dish, and the waiter's sweet voice is introducing knowledge about the dish, including its origin, spread, characteristics, new ideas, etc., which not only adds to the fun of tasting the dish, but also allows the guests to receive Some new knowledge and information made their trip worthwhile from another level.

In every corner of the hotel, there are courteous service staff. Their standardized operations, professional smiles, and humble demeanor allow guests to be influenced by etiquette culture all the time. Individuals in society are always affected by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel staff, but also beneficially affects guests, improving the quality and cultivation of the entire society. When guests arrive at a new place and check into a hotel, they are always eager to learn more about the local culture, customs, and landscape features. Hotel people should be very familiar with this. A hotel is just a single building. Only in the context of the region can it have a rich heritage and cultural background. For out-of-town guests, they come there either for the scenic features of the place or for business purposes, and basically do not come for a separate accommodation environment. Therefore, the hotel needs to have a function that can bring as much convenience to the guests as possible by relying on the identity of the landlord. For example, introducing local tourism resources, such as providing directions for conducting business offices in the local area. In this way, the hotel truly becomes a window for communication between the local area and the outside world. There is also a culture called "problem-solving culture", which means that knowledge that helps customers solve problems brings potential. The golden key culture is a typical example, which adds satisfaction and surprise, and completes impossible tasks.

Just one year passed in the blink of an eye, and our internship process ended soon. Looking back, I felt a little nostalgic for the teachings and guidance of Manager Liang, the gentle smiles of the foremen, and those who served with us. The waiters all made me miss and unforgettable. The internship laid the foundation for me to enter the society in the future. It was a platform for me to cross from school to society. Because of their guidance, I successfully completed the internship task. After this internship, I learned to live and study carefully and seriously, and learned how to treat others. On the road of life, there is no rainbow without wind and rain. In the future, I will cherish every opportunity, bravely challenge myself, improve myself, and let Mature yourself.

Hotel Practical Training Course Summary Report 6

Just one month of social practice has passed by, and my first job has ended.

During the month of working at Chutianlu Hotel, I learned a lot, felt a lot, and realized a lot. During this month I also learned something that I will use throughout my life. The first practice and the second work made me understand that at this moment we are just flowers blooming in the greenhouse and have not experienced any wind and rain, so when we are transplanted outdoors, we will wither. Therefore, it is necessary and necessary to participate in more social practice activities. In this way, when we step out of school, we can better move towards society, contact society, understand society, and join society. Practice also allows us to broaden our horizons in society, grow our talents, and clarify our goals in future life. Society is a big classroom that allows us to learn, educate us, and inspire us to lay a solid foundation for our future lives.

1. The hard work of making money

Working hard in the hotel all day long, facing the same things and doing the same things every day, it really feels good Boring, so hard. It was then that I truly understood that it was really difficult for my parents to make money at home.

2. Interpersonal communication

What touched me most in this practice was the aspect of interpersonal communication. Everyone understands that interpersonal interactions in society are very complex. I think it is difficult for everyone to explain clearly. Only by experiencing it can we understand it and have a profound understanding.

The hotel is like a big dye vat with all kinds of people. Everyone comes together for work. Everyone has their own thoughts and personalities. If you want to have a good relationship with them, you need a lot of skills. Skill. If we can't change something in our relationship, then we have to use various methods to adapt to it. This practice allowed me to master a lot of things, but the most important thing is that I have greatly improved in dealing with people and how to handle interpersonal relationships. At the same time, during this practice, I also deeply realized that in the process of practice, we should be diligent in doing things, keep thinking, keep learning, and keep accumulating. If we don’t understand, we should ask more questions, ask teachers, and talk to colleagues more. We communicate and collaborate together.

3. Management of managers

There are many managers in a hotel, they are like the leaders in our school and the class cadres in the class. If you want to be a good administrator, you must have a good management plan of your own. Manage each of your employees with professional management methods. But in terms of management methods, we need to vary from person to person, and we need to have different management plans for different employees, so that your employees will obey you.

4. Self-improvement and self-reliance

When we were at home, we had the care, concern, and protection of our parents, and we lived a carefree life. But as long as we enter the society and participate in work, no matter what kind of difficulties and setbacks we encounter, we have to rely on ourselves to solve and bear them alone. This month of practice also taught me how to be self-reliant. I have to rely on myself for everything. Now I can be independent even if my parents are not with me.

During this month of practice, I almost gave up halfway. The monotony of the work, the pain in my feet, the hot weather, and the prickly heat on my body all almost made me give up. But I still managed to survive, I defeated myself, and I was able to become self-reliant.

5. The importance of major

Having chosen to major in cooking, I naturally paid more attention to things related to my major during this practice. Although I am just a waiter in the kitchen, I am very excited to be able to truly apply the knowledge I learned in school. When I am in school, I usually have less time for practice. Most of my mastery of the major belongs to the theoretical part, and sometimes it is not used at all in actual operations. This makes me understand that how to combine the theoretical knowledge I have learned with practical operations is a very important link. Therefore, we must learn our professional knowledge better and lay a more solid foundation for our future work.