Hotel work log

In daily study, work and life, everyone often keeps a diary. Let's keep a diary together. There are many kinds of logs, do you know all of them? The following is the hotel work log I compiled for you. Welcome to read the collection.

Hotel Work Log 1 As a lobby manager, it is very difficult to handle customer complaints, which can be called an art. Here I want to talk about my mentality.

I haven't been in this position for a long time According to my experience, there are almost no cases where customers simply come to find fault, of course there are (such as blackmailing banks). Most customers actually don't want to get angry, which shows that we should reflect on ourselves first, and we can't think that customers are unreasonable. Only with this mentality can we really solve the problem.

If a customer finds you and treats you as a lifeline, tell you what problems our staff have. Don't rush to defend anything, no matter who is right or wrong, it doesn't matter in itself, because this is not a court, even if you refute the customer, it may bring worse results. First of all, you should sincerely apologize to your customers, because you don't represent yourself. You should first get the good impression of your customers, so that the next communication can be carried out well. Secondly, you should find out what the customer needs and help the customer solve his problem as soon as possible. If this problem really conflicts with the system, you should listen patiently to why the customer is so embarrassed, give him an outlet and don't interrupt. Because some customers don't really want to go against our system, what they need is a kind of venting, or maybe he is angry in other ways and comes to you to vent. All we can do to solve the problem is an understanding. You may feel that it is too wronged and too difficult to do so. Indeed, this requires a good attitude.

This is your job. Don't hold a grudge against customers all the time. Think of the past as an experience, that's all.

You can keep a work diary, record any customer complaints and add your own summary. The next customer complaint may be repeated, so you can easily use what you summarized before. If it is a new complaint, it will give you experience again, and you will find that your mentality may change from the initial resistance to customer complaints to the final calm response.

When the customer is in a hurry, you should not do things indiscriminately, but be as anxious as the customer, so that he feels that you are really doing your best for him, especially when some problems involve another department. When a customer complains, you should follow his instructions, and at the same time, you can complain about a problem in a certain department together, so that the customer feels that you are on the side.

No matter how bad the customer's attitude is, our attitude must be good. This is the most important and the most basic principle of discharging your responsibility, because sometimes customers come at you from time to time, but you have to argue with them with a bad attitude. His finger is likely to point at you, so it is important to protect yourself.

No matter what kind of customers you meet at work, you forget them completely after work, or you can make a joke with your friends. Remember the experience, but don't forget such unhappiness.

Hotel's work log 2 Work intensity:

Before the Canton Fair began, the concierge didn't work very hard. The main job of the morning shift is to deliver reports and newspapers. The rest of the time, I will work as a receptionist at the main entrance of the hotel, open the door for guests, provide consultation, or call a taxi for guests in the driveway, send room messages, letters and notes. A few days before the Canton Fair, the work intensity was relatively high, mainly because the Honda resident of the hotel needed to move from the hotel to the hotel apartment, so many people needed to carry luggage. After the beginning of the Canton Fair, the work intensity increased obviously. In addition to the routine work before the start of the Canton Fair, the number of early check-out guests increased significantly. Therefore, it is necessary to help guests carry their luggage to taxis or buses in Pazhou Hall and Liuhua Hall, so the rest time in shifts is obviously reduced. The middle shift is mainly from 5: 00 pm to 8: 00 pm, assisting the guests returning from the two exhibition halls to unload their luggage, and helping the checked-in guests to carry their luggage to the baggage room and register. During the Canton Fair, due to the shortage of hotel staff, I was sent to Shenzhen Baiyun Airport and Fuyong Wharf several times to pick up and drop off guests.

Working environment:

The working environment of the bellboy is mainly in the luggage storage area at the front desk of the concierge department in the hotel lobby, the main entrance of the hotel and the driveway outside the door. If articles such as newspaper reports and guest messages are delivered, they will reach all departments and different floors of the hotel.

Service objectives:

VIPs: mainly Japanese permanent guests of Guangzhou Honda and Wuyang Honda (accounting for most of the hotel guests before the fair), other VIPs;

Other guests: Hong Kong guests are the main guests before the fair starts, and European and American guests are the main guests after the fair starts.

Evaluation criteria:

The evaluation criteria are work attitude, work content, relationship with superior employees and continuous learning ability. , the daily work assessment will be specifically refined to the following aspects:

1, whether the commuting time is on time;

2. Whether there are any complaints from guests;

3. Whether there is any mistake in luggage storage;

4, whether the newspaper report is delivered in place, whether there is a department complaint;

5. The evaluation of the bellman by other superiors in the hotel;

6, whether there is a conflict with the direct superior and other employees, whether to obey the distribution of the direct superior, etc.

General situation of work and rest during internship.

Weekly routine:

On April 2, I was received by a special car of Phoenix Country Garden Group and started a one-month internship. Working hours are not fixed on a weekly basis, but arranged according to the operation of the hotel. Among them, he participated in pre-job training on the 3 rd and 4 th, and ushered in the first rest day on the 5 th. I officially went to work on the 6th, went to class D from 6th to 8th (9: 00- 17: 30), and went to class A on the 9th and 10 (7: 00- 15: 30), and 10 ushered in the second rest day. From 12, I went to Class A for 10 days continuously until 2 1. During the extension of the fair, I have two consecutive and last rest days-22nd and 23rd. From the 24th, I worked in Class B (15: 30-23: 30) for six consecutive days until the 29th, and on the last day I switched to Class A on the 30th. This month, starting from the 3rd, the total training time is two days, rest time is four days, and working time is 22 days.

Of the eight and a half hours of working hours every day, half an hour is meal time, of which the lunch time of Class A and the dinner time of Class B and Class D need to be determined by the foreman according to the workload and personnel arrangement. In addition, when I was in Class A, because my class with other students in the dormitory was different from Otawa's, I was occasionally woken up at night and didn't have enough rest, so it was necessary to take a nap at four o'clock in the afternoon. It is also necessary to have a midnight snack in class B.

Life, study and entertainment after work;

Life outside of work, study and entertainment is also determined according to different shifts. When I first started Class D, I spent an hour or two studying hotel English and half an hour writing an internship diary in the evening. Playing table tennis after supper at 7 o'clock in Class A has become a compulsory course almost every day. Table tennis with little exercise is a good relaxation for sore feet every day. Besides, in the evening, I sometimes go shopping with my colleagues in Xintang Town or the transportation center of Phoenix, not far away, and buy a newspaper. When I was in Class B, there was basically no time for entertainment and study because of the scheduling. In just a few days' holiday, I went to downtown Guangzhou twice, which was a good adjustment to my relatively accustomed hotel work and life.

Overview of internship salary

Salary:

Guangzhou Phoenix Hotel's salary is calculated according to the daily working hours. In a total of 22 working days, including overtime, my total working time is 177.5 hours. According to the calculation of 6 yuan/hour as a hotel intern, my salary during the whole internship period is 1065 yuan, so among the eight internship hotels found by the college, the salary of Phoenix Hotel is the best. And my internship position is a porter, so I still have an extra income of 322 yuan in tips throughout April.

Welfare benefits:

As we are only interns during the fair, we can't enjoy all kinds of insurance and basic salary+quarterly bonus+year-end salary (15 months salary) and other benefits enjoyed by hotel employees, but only enjoy industrial injury compensation and medical insurance.

Catering and accommodation:

During our internship at the Phoenix Hotel, all meals and accommodation were included in the hotel. Catering includes four meals a day, with better conditions for breakfast and dinner, more general conditions for lunch and dinner, and less vegetables. However, during the Expo, the chef will provide milk or fruit for every meal every day, and the situation has changed. Accommodation conditions are collective dormitories. Nine students from the same college live in the same dormitory, and there is no separate toilet and bathroom. At first, they will feel that the conditions are relatively simple, but after more than a week of habits, they feel that this is the most basic difficulty to overcome, so such accommodation conditions are acceptable.

Holiday situation:

Due to the special relationship of the Spring Fair, I don't take my vacation regularly every week (usually hotel employees have a fixed rest day every week, and the concierge doesn't have a rest day during the Canton Fair), but as an intern, I have four days off on the 5th, 1 1, and on the 22nd and 23rd, respectively (the 22nd and 23rd are renewal days).

practical experience

Evaluation on the gap between the expectation and reality of internship;

Before the internship, I had really high expectations for five-star foreign-related hotels. My father often goes to five-star hotels and sometimes comes back with exquisite hotel brochures. Whenever I see the exquisite calendar of Shangri-La Hotel or the exquisite gifts of Sofitel Hotel, I naively think that everything in a five-star hotel is perfect-splendid lobby, polite waiters, elegant guests, red wine, flowers, swimming pool, luxurious hardware facilities and perfect soft environment, all of which are in my expectation, but when I set foot on my job, I found that this is not the case. Everything seems to be far from my expectations, such as aging buildings, complicated interpersonal relationships and hotel waiters who don't always smile at others. Therefore, in my mind, I must have a new orientation for five-star foreign-related hotels: hotels are also an ordinary workplace in society, and their interpersonal relationships are more important and complicated because of their complexity. In this special industry, the production process and consumption process are carried out at the same time, which makes this industry full of particularity, but it cannot be perfect.

Workflow evaluation:

Attachment: Introduction of Concierge Department in Front Office:

The front office of Guangzhou Phoenix Hotel includes five sub-departments: reception, concierge, switchboard, business center and reservation department. The hotel implements the department manager responsibility system, which is arranged by the department manager. The directors or managers of each branch manage the affairs of their own departments and work closely with other departments to complete the work. As one of the most important departments, the concierge department is divided into two parts: the bellboy and the hotel representative, and the concierge manager is fully responsible. There are bellboys (3 persons) and bellboys (9 persons), hotel representative supervisor (1 person), hotel representative foreman (1 person), hotel senior representative (1 person) and hotel representative.

In my concierge department, the direct supervisor is the third foreman and the indirect supervisor is the concierge manager. The feeling of my usual workflow is that the three foremen have poor communication in their daily work, and there are often cases where two people ask me to do different things. In addition, there is no good system of rest and rotation during working hours: during the Expo, there are usually seven porters (including interns and regular employees) in each class, so there will be rest time without everyone working in the lobby (1 1: 30-3: 00), but the foreman does not have a unified leisure arrangement, and some interns will have this.

Assessment of working environment (including soft and hard conditions):

After going to the hotel for the first time, I wrote in my internship diary: "The important moment is to visit the hotel. Although I don't know how to get there after the visit, I was deeply impressed by the complicated structure and large building area, magnificent momentum, gorgeous lobby and unique western architectural style. Especially the Sistine Palace at the top of the lobby is Michelangelo's famous painting Genesis, which is likely to be quite attractive to European and American guests. " My working environment is mainly in the lobby and driveway, and the delivery of goods needs to reach all departments and floors of the hotel. It's a pleasure to work in such a gorgeous lobby every day. When I first went to work, I always had a smile on my heart and face. Many interns are also scrambling to do the work in the driveway, because walking back and forth is much easier than standing at the door all the time, and sometimes they can chat with security guards to learn about many hotels.

Hotel system has always been one of the aspects that I don't feel very good about. I once asked a colleague in the human resources department if they had a platform and software for distributing documents. Her answer is that there is only one platform. However, in the usual newspaper delivery work, it is still found that there is an obvious waste of resources in the hotel, that is, the reports and various software that can be sent by various departments must be sent back and forth by the bellboy, which is not only a waste of material resources, but also a waste of human resources, because it takes a lot of time to send reports and newspapers every day.

Correlation analysis of internship to consolidate professional knowledge;

As we all know, engaging in the tourism industry requires a certain sense of service, and doing the most basic work in hotels is the best exercise for service awareness. Through a month's internship, I have a certain understanding of the hotel's business norms, business models and business conditions, and I can also put forward some superficial views on the hotel's management. The following are the positive effects of internship on tourism management-related knowledge:

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, my service consciousness has been exercised to a certain extent, and I have developed a good habit of smiling at guests and learned to treat guests with standard etiquette.

2. Improvement of service level

After more than one month'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 serving Japanese guests in 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 the bus. Another interesting thing happened during my internship. I recorded in my internship diary: "An interesting thing happened in the early morning after 8 am. I heard two Japanese women in their fifties and sixties shouting "trouble" in Japanese at the reception desk on the first floor. Fortunately, I understood this sentence, which is equivalent to Excuseme in English. As soon as I saw the Japanese guests who didn't understand English, I rushed to the first floor to give them advice. Seeing their gesture of eating, I popped up an English word morning, probably guessing that they couldn't find the location of the western restaurant. I said breakfast again, and they stammered the word before finally finishing one thing. On the way, I used a Japanese sentence I just learned these days for good morning. I didn't expect them to bow to me so excitedly. "

Hotel Work Log 3 Internship Log (1)

/kloc-the 0/4-day holiday ended like this. To tell the truth, I'm not ready to enter the society when I go back to Beijing for an internship. I thought I could make full preparations before this, but the truth is just the opposite. In fact, I am also looking forward to reporting to the hotel tomorrow to see what the living environment will be like in the next six months.

God will give me a little trouble before the internship starts, because the flight is delayed because of the weather, and I don't know when I will arrive in Beijing. It's raining in the Imperial Capital. I hate rainy days. Just lying down in the hotel, I met a very nice girl =3=. I hope the airline will call us later. I don't want to be late tomorrow. After TT, I realized that it is really necessary to arrive early before doing anything, because there will be many unforeseen factors that will stop us from moving forward.

Finally got on the gray plane, so don't be late tomorrow. I hope I can have a good sleep on the plane and welcome my new life tomorrow! I don't want to say something depressing before the hard life begins, it will only make me more sad. To see what the outside world is like.

Internship log (2)

I finally have time to stop and write this thing. I went to see the hotel dormitory the other day. It's really not for people to live in The place is remote, and you have to go to the river when you go in (even if it rains, the sewage can't be discharged). At first, it was said that there were color TV sets and air conditioners, but for the first time, I knew that all these conditions could be met or very poor. For the first time, I knew that there were really ups and downs in society. It was the first day that I sincerely thanked my parents for giving me such a good living condition.

When I first entered the dormitory, I saw a girl Mo Yue preparing to go out. After talking to her, I realized that we were in the same department. The dormitory was very lively that night, and many people came to our place to watch TV. Although lively, I still can't help but feel sad. How can I be as happy as them in this moldy environment, wet walls and a bed that doesn't look so strong? Is it good enough for them in this environment? I don't know how to calm my mood now, but I just can't be the same as before.

When I went to the hotel to report on the first day, the manpower was very good. Only then can we know that the internship department can actually choose by itself. Originally, I thought there were not many people in the Chinese restaurant in our hotel, so I chose Chinese food. I didn't expect to be so busy these days, practicing serving dishes every day. Seeing someone holding a tray with a lot of things on it, I really can't figure out what to do.

In fact, most hotels are interns and students. Why is the gap so big? They always tell me to get used to it, but can I really get used to this kind of thing? I don't know. Looking forward to next week's performance.

Internship report (3)

I'm still not used to the mess in the dormitory. If the hotel hadn't said I was moving soon, maybe I would have chosen to change hotels long ago. As a foreigner in a strange city, it is still not easy to rent a house, and I don't want to spend a lot of money on internship in the house. Besides, others can, why can't I live? Bear with it and hope to live in the dormitory as soon as possible!

Director Zhang told me that it was best not to wear glasses at work, so I had to wear a pair of contact lenses during my lunch break. But unfortunately, my eyes are too sensitive to wear. This just lifted my bad luck of invisibility.

What a coincidence! I was gossiped by the guests that night. I really don't understand why people nowadays have to say such a small thing. Really verified the old saying-it's terrible to have no culture. It's hard to find life in China restaurants. The owner of the hotel always comes for dinner. These difficult bosses all played cards in a private room until dawn. If someone cleans that box the next morning, it must be miserable. There is also a local tyrant. I just don't like this type of person before my internship. Now that I have taken it, I know why. I don't want to say anything here. I always feel that saying too many frustrating words will also affect other moral education students. Good things can be shared with everyone, and bad things are unnecessary! Because there is still a long way to go.

Internship log (4)

A few days ago, we took advantage of the noon break to play at Wudaokou. I find that not many people speak English here. Thinking of choosing this little-known hotel, I really made the right choice. Because the cultural environment and geographical environment here deeply attracted me. It's really fun to meet foreign friends and make friends on the road. I left the number and name of the other party. I don't know what this is for, but I'm addicted. But what I didn't expect was that Director Zhang talked to us in the evening.

Mainly ask us what we think here these days. It was this evening that I spoke out the idea of changing departments. I don't know if I will go to other departments in the future, but I don't feel sad about it. The teachers in the school also gave us advice not to talk about changing departments easily. If we fail, we will be embarrassed in the original place. We have thought about this, but if you really don't like something, don't do it. If you are sure that something can be successful, put it forward bravely and stick to it.

Because some people really can't stand it, don't want to be with such people, and really don't want to work two shifts a day, only one day off a week, so let's change departments!

Internship log (5)

The efficiency of this hotel is really slow. The situation has been reflected over and over again. After so many days, you still haven't told us the result. Is there any trouble? In an instant, I feel that Uncle Manpower is really incompetent.

At noon, I also met a local rich man, and the ordering chef in our restaurant also eats tofu. I would like to remind the vast number of female compatriots who are internship abroad to learn to protect themselves. I really can't stand that guest's face. God, let me change departments quickly!

I'm still delivering food in Chinese food these days, and I should be able to wait on guests outside in a few days. I'm still nervous about it. I'm as busy as a bee every time I wonder if I will be busy then. When we are free, we practice trays. Recently, my arm is not as sour as before, but after all, it doesn't adapt. Today, I found that my hands holding dishes are not as sore as before, which shows that I have gradually adapted to this way of working. I think everything we do is to make a little progress every day: every little makes a mickle, and many successful people make a mickle and become great. Innovation every day is leading; Do a little more every day, that is, towards a bumper harvest; A little progress every day means success.

Internship log (6)

The matter of changing departments has finally been solved. Go to work in western food tomorrow. I heard that western food is much more leisurely than Chinese food. I wonder if it's true. I'm always a little excited now. After all, I went alone, and this time I really rolled around alone in a strange environment. I have no regrets and I am not afraid.

The weather in Beijing is gradually improving, so you don't have to walk like a river back to your dormitory. Every time I go back to the dormitory, I feel that I am in another world that does not belong to us. No matter whether I adapt or not, I still want to change my dormitory early! Don't think so much, today is the last day of Chinese food, and I successfully finished my work. I want to express my excitement by writing these short sentences. Sometimes, no matter what others say or give advice, you should do things according to your own wishes when appropriate. The result is not necessarily bad, maybe there will be a good ending.

Internship log (7)

I suddenly found that I went back to school every holiday. I still remember saying that I wouldn't come back after my internship, and I would go crazy outside. I seem to be laughed at by my roommate again. There are still people in the dormitory, so our dormitory will not be as dirty as other dormitories. I can see my classmates every time I come back. It seems that everyone misses school very much. The environment outside is so bad that we have a comparison. The people outside are sinister and the campus is still simple. After all, no one wants to hurt you.

I had the opportunity to sit down and keep a diary today, because I had a rest when I reported to the western food supervisor today. To tell the truth, the supervisor of our western food gives me a good feeling, at least much better than the female supervisor of Chinese food. The first day of western food was much better than I expected. Most of them are interns and also come from other schools, which is very gratifying. But you can't see a person's character in one day. Anyway, I believe that the days after that are better than the days of Chinese food.

Internship Log (8)

After two days' rest, my legs are not sore or painful. There are still a lot of classes at half past six in the morning. After all, getting up early takes a long time. My first impression of the western food team is still so-so, and I can't see it when the guests have needs. This is an unexpected phenomenon for me. I don't think they understand the meaning of internship, they just mix a diploma. Turn a blind eye, I think any guest will be chilling. There are indeed many guests having breakfast in the morning, three or four hundred people, and we are really too busy.

On the first day of work, let me pour coffee and tea. I was a little embarrassed to ask at first, but I got used to it later. My arm pain is the disadvantage of pouring coffee and tea. But sometimes western food is really idle, and there is generally nothing to do after breakfast. We usually clean tables and chairs. Other people like to chat together. The supervisor is also very kind to us. Talk to us as long as it's inconspicuous.

Internship log (9)

I worked as an intern in a western restaurant for a month. I woke up today and suddenly realized: I have established the idea of doing one thing and loving one thing. I know whether a person has achieved anything, not because of him.

What kind of occupation he is engaged in depends on whether he tries his best to do his job well. Have my willingness to work and correct my work attitude; Knowing the qualities that a successful waiter should have can enhance his work consciousness and make him determined to be a qualified waiter with ideals, morality, knowledge and discipline. Two students changed hotels, and they really felt inexplicably sad, but no matter what the road ahead is, I will keep going.

Internship log (10)

Gradually, I learned the principle of serving guests at work; Procedures for serving guests; Work rules in use; Production procedures of banquet dishes; The skill of pallet and the walking speed of end support; Precautions for laying the table; The key point of changing ashtray; Tips for ordering food, writing menu, canceling dishes and selling vegetables; Basic methods, procedures and common sense of drinking water; The corresponding skills of handling guest complaints and service emergencies; Preparations for the opening and closing of the restaurant, as well as various service etiquette, food and beverage hygiene knowledge, fire protection knowledge and so on. It laid the foundation for me to become an excellent waiter.

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