Hotel management training report 1500 words (1) According to the arrangement of the teaching plan, I was assigned to xxx natural hot spring resort as an intern in the hotel management major course from 20xx to 20xx. During the five-month internship, I was deeply touched, learned a lot and gained a lot. I personally realized the hard work, the complexity of society, the importance of practice and the necessity of reading. During my internship, I carefully combined books. Strictly follow the school's arrangement and plan step by step, take your time according to the guidance of hotel leaders, study hard and do it actively, master the basic business process of the hotel, learn the daily operation norms of wine spots, understand some cooking methods and eating customs of Cantonese cuisine, understand the daily table manners of xx people, feel the necessity of standardized service and personalized service, and have a preliminary understanding of the catering industry in Guangdong. ...
I have benefited a lot and felt deeply. I deeply realized that learning and internship are closely combined, inseparable and equally important, especially internship. In today's increasingly fierce competition for knowledge, obvious competition for common sense and precious competition for experience, materialization and economic development have greatly changed people's outlook on life, money, values and interests, as well as their spiritual pursuit and material enjoyment.
Therefore, it is even more obvious for the hotel industry, which has just started and has a bright future. It is precisely because people have seen this bright prospect that many businessmen have turned their attention to hotels, which has made the hotels blossom and a hundred schools of thought contend. At the same time, for those who study this major ourselves and intend to engage in this industry in the future, it is said that it has also produced endless motivation and pressure, which is a sober step for us to engage in the future development of this industry and understand a lot!
1, 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 eating there. Coupled with the hot climate and discomfort of eating, and the strangeness to the hotel environment and colleagues at the beginning of work, I have had a process of adaptation and adjustment for nearly half a month, which is also a time to challenge us and test our perseverance, but the mutual encouragement among my classmates and the concern of hotel leaders have refreshed me. One step at a time, the confidence and strength to overcome difficulties and challenges, the patient teaching of leaders and the enthusiastic help of colleagues all inspire me, especially the heartfelt feeling of wanting to enter the society as soon as possible, which is the driving force for me to adapt to hotels, get used to life and study hard.
2. After active work, study hard.
According to the needs of work, I was assigned to the front desk for the first time. I was completely distracted. The hotel adopted a way of getting to know each other. The work of the front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes answering guests' questions, helping them with service requirements, telephone transfer, taxi outbound service and air ticket reservation. In addition, the front desk is the direct contact department of the guests, so many requests of the guests will not be directly put forward to the floor attendant, but the first department they contact-the front desk, so the front desk will also work as the coordination center of the whole hotel.
The requirements of the guests are basically the same. The lack of a hair dryer, a towel and a clothes hanger is usually trivial, but some guests will make trouble without reason. For example, when booking air tickets, the guest himself said that he would book three air tickets to Beijing, and the guest signed for confirmation. But when our front desk staff booked the tickets for the guests, the guests refused to admit that they had booked three tickets and asked us to refund the extra tickets. Although it was not our fault, the hall manager asked us to admit our mistake and refund the ticket because he had his own signature confirmation form. I was very angry at that time, but as the saying goes, "the customer is God" and "the guest is always right" are well-known management maxims in the hotel industry, and I deeply realized them.
At the front desk of the hotel, the work is divided into three shifts: morning shift, middle shift and all-night shift, and it is rotated once a week. There are two people in the all-night class, three in the morning class and three in the middle class. One of them is a full-time cashier, and the other two distribute the remaining work according to the actual workload. This arrangement is relatively loose and can be assigned to one cashier, one person is responsible for registering sales, and the other person is responsible for other services and contact work under heavy workload. But also can reduce the cashier's pressure and make the cashier clear-headed and make no mistakes. Most importantly, this way of working can quickly let newcomers gain experience, get guidance from shift colleagues when the workload is small, absorb more experience when the workload is heavy, and grow rapidly.
Little by little, we study repeatedly day by day, and we are not ashamed to ask questions. Finally, it is the basic essentials of the whole reception, and I know the operation process like the back of my hand. However, due to the passage of time and the combination of theory and practice, we found some shortcomings of the hotel and suffered the pain and helplessness of the hotel people discriminating against our college students, so we had a theoretical debate with some hotel leaders.
Especially for our unfair work arrangements and psychological prejudice, we are very unacceptable. Two months passed, and in order to study, we began to actively apply for changing departments to study. However, due to the different positions and interests of the hotel and us, formal consultations were held. But it finally gave us an opportunity to communicate and learn from each other. I then applied to be transferred to the housekeeping department as a grass-roots waiter, which was very different from my previous job. The front desk is mental work, while the room is mainly manual work. I began to learn to do more and talk less. This kind of work is also very good, simple and pure, without competition and trouble. I learned how to make a good guest room and how to make it clean and tidy.
Over time, I studied in the guest room for 25 days, but the superior leader wanted to transfer me to another hotel-a branch of the hotel. Originally, I signed up voluntarily, but without knowing it, the hotel directly informed me to transfer, and I really didn't want to go. However, the hotel forced me to go. We explained to the leader that we were about to end our internship and hoped to stay here and study in a stable environment. In the last month, we don't want to adapt to the environment and corporate culture of another hotel, which will only make us more confused and learn nothing. But the hotel couldn't accept our suggestion and finally contacted the school. But in the case of uncertain results, the hotel made a decision to dismiss me. I have no choice but to leave. I completed my five-month internship and learned the workflow of reception and the basic essentials of room arrangement. At least I learned something I couldn't learn at school.
Although internship is only a short time in my student career, in the process of work, I don't simply sell my own labor force in exchange for remuneration, but always serve others with the standards of a student, especially a social worker. Only one kind of love is not enough. What I learned is a kind of consciousness, a kind of consciousness of serving others. Maybe I won't be hired as a waiter in the future, but this awareness of caring for others and making contributions to society will last forever.
Internship is a process of contacting society. Through this internship, I have a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests and made many good colleagues and friends. They let me know more about society, broaden my horizons and teach me how to adapt and integrate into society. Let me get in touch with the society in advance, realize the current employment situation, and plan ahead for my recent employment plan. Through this internship, I found the point of convergence between myself and society, and gave guidance for my employment direction.
Hotel Management Training Report 1500 words (2) This internship is mainly to let us have a certain perceptual knowledge of the professional knowledge we have learned and its application in practice, so as to help us combine the theoretical knowledge we have learned in the hotel management class with practical experience, lay a good foundation for future course study, and be more conducive to learning, understanding and mastering professional foundations and courses. At the same time, the experience of this hotel internship will also be helpful for future employment.
When I first arrived at the hotel, I felt everything was new. After all, it is the first time to leave school and step into social work. Everyone is very excited and has an inexhaustible energy. They all regard the hotel as a stage to display their talents, and they all want to put their theoretical knowledge and ideas into practice. But there is a difference between ideal and reality after all. When we officially went to work, we found that many things were not as simple as we thought, and our passion gradually died out.
I am an intern in the hotel housekeeping department, and I have to go through training before I take up my post. The main content of the training is how to make the bed. It is our dean who teaches us to make the bed, and even every step of making the bed has requirements. The whole process of making the bed, including throwing the sheets, covering the quilt, flattening, three-in-one and covering the pillowcase, must be completed within three minutes. First of all, it is very difficult to throw away the sheets. Generally, it is required to complete it at one time, and ensure that the center line of the bed sheet coincides with the center line of the whole bed. Then wrap the sheets into corners, that is, wrap the sheets neatly into the upper and lower mattresses. What is important here is that there can't be a gap between the sheets and the mattress, otherwise the sheets can't be kept flat. Next, I began to cover the quilt, which is also very exquisite and skillful, that is, I just need to align the four corners of the quilt and then throw it a few times. Others can be combed in detail. The most important thing is that the center line of the quilt should coincide with the center lines of the bed and sheets, which is the "three in one" in the process of making the bed. After that, the last step is to put the pillow in the pillowcase, keeping the full side facing the end of the bed, and the opening direction of the pillowcase is either facing the wall or the window. In the hotel industry, this is well-founded. I once saw a case where a female guest mistakenly put a necklace in the pillowcase because the opening direction of the pillowcase did not meet the regulations.
When I officially went to the housekeeping department for an internship, I found that the job of the housekeeping waiter was not just as simple as making the bed. The room attendant's first task is to clean the room. There are also certain rules for cleaning rooms. During my internship, I learned that the waiter should knock on the door before entering the room. The first step after entering the door is to open the window and then clean up the garbage and throw it away. Next, we will start making the bed. We should take away the quilts, sheets and pillowcases used by the guests and put them on according to the bed-making procedure. After all this, we began to clean. It should be noted that the wet cloth here generally wipes wooden furniture, while the dry cloth wipes metal and glass furniture. Every small place is not immune. On the whole, the wiping sequence is cyclic. During the whole process, we should put all kinds of furniture and utensils back in place and check how many daily necessities are consumed in the room. Very detailed things, such as the mobile phone should be placed in the middle of the bedside table, how to point the pen on the note paper when cleaning, and how to look sideways at whether the mirror is clean, all need to be taken seriously during the whole cleaning process. After cleaning, the carpet should be cleaned with a vacuum cleaner. Here, the suction port of the vacuum cleaner should move along the direction of the arts and sciences of the carpet, so that the carpet can be cleaned without damaging it. The last step is to replenish the items consumed in the room. If there are any missing items, record them and report to the supervisor. During the internship, a guest lost a small square towel. As the guest hasn't left yet, when the guest comes back, the waiter will explain the situation to the guest, and finally the guest will have to pay compensation. Domestic servants also learned that every employee should have a sense of safety, and waiters should know general fire protection knowledge. In addition, waiters should know more about hotels and cities, provide more unexpected services for guests and make them more satisfied.
Internship gives us a new understanding of society. When I walk on the streets of Shanghai and shuttle among all sentient beings, I feel a drop in the ocean. Society is so complicated that people sometimes feel physically and mentally exhausted. I became silent for a period of time after my internship in a hotel, because I found that my thoughts and opinions were so naive and my mind was not broad enough in the face of such a vast world. I have to observe, feel and hone quietly. I'm glad I still have one year to study. This year is like a buffer, let me, a soldier who is exhausted by the real society, recuperate and start again.
For me, it is the biggest psychological gap: it depends on the faces of all kinds of guests, even being insulted by others. Do they think it's a pleasure to fuck our interns like this? I didn't tell my family about my internship, for fear that they would be sad to know.
After doing it for a long time, my mind has also been liberalized. I only regard internship as an appreciation of society and life. Starting from the lowest level of society, while practicing, I feel social feelings, accumulate social experience and ways of dealing with the world, and understand the complexity of interpersonal relationships. Perhaps this is the most important thing in the internship life. Internship life is like a magnifying glass, which not only shows me my excellent side, but more importantly magnifies your shortcomings and deficiencies in all aspects without reservation. As the old saying goes, I am glad to hear it. This is also the premise of a person's progress.
From the internship in the housekeeping department these days, I can realize that the workload of the housekeeping waiter is very heavy. On the other hand, the foreman, supervisor and manager of the housekeeping department all started from the grassroots waiters and stepped up step by step. They are very familiar with and skilled in grass-roots work. The supervisor personally showed me how to make the bed, which was very quick. And whenever the hotel receives important guests, it is usually the supervisor or even the manager who cleans the room himself without any negligence. From here on, practice and details are very important things that run through every employee of the hotel.
Growing up under the guidance of leaders, we are very grateful to the leaders for their dedication to us.
At work, although I just act as an ordinary room attendant, my job is not only cleaning, but also a series of complicated procedures. In this half year's work, I found that in order to do a good job freely, we must face up to our work attitude, face every day's work with an optimistic attitude, and complete every job with a positive attitude, no matter whether the work is heavy, busy or leisure, instead of complaining because of the proportion of the workload, because complaining is useless. What we should do more is not to think things too badly, but to keep a good attitude to face every day. Because a happy attitude will make us tired of work.
I made mistakes at work, too. It is the guests and masters who encourage me again and again, making me more enthusiastic about my work. Mr. Millland once said: Young people are born with encouragement. Yes, it is this kind of encouragement that makes me bravely overcome difficulties and make continuous progress in my work.
Half a year's internship has become a thing of the past, but there are still half a year's internship. Past successes and failures have become the past. We should not show off or grieve for them, but should adjust our mentality to meet future challenges and face upcoming problems. There is a lot of knowledge to learn in life, but what we have learned now is far from enough, so we should be prepared for the next stage of study, set out with a goal, and our efforts will be rewarded. After sowing seeds, you should work hard and work hard to have a bumper harvest.
The society is complex, and we have just entered the society, so we should keep a modest and prudent attitude. The tone of "small sample, new arrival" reveals a trace of pride and seniority. It is said that ancestors are teachers of future generations, and newcomers should humbly ask the old for advice. Old people should also patiently teach new people. This is a relationship between seeking and giving up, but there is no absolute obligation between them, especially in social schools.
We came from the newcomers, and on the way of "searching", we encountered all kinds of unsatisfactory things, from being criticized to being scolded, and sometimes we were confused. Donors will give you charity in various tones and ways, which will make you feel rejected and unwilling to accept it. Newcomers will go through this psychological period. Every time you are given alms, whether you admit it or not, you have really made progress. Of course, you will definitely think that their methods are too much or even unreasonable. What can't you say? All these are taken for granted. Reality is not taken for granted. Every novice will experience these things, no matter how well you do it.
Time has also turned me into an old employee. Seeing some new colleagues at the front desk, I can forgive their shortcomings. After all, I am a novice, but there is a reason why I am not omnipotent. It is important to learn things actively, diligently and intelligently. I will be disgusted to see that my new colleagues are not active and flexible. This is a question of attitude. When I was busy, I was short of staff and my new colleagues were on standby, so I wouldn't be so patient. Newcomers don't take the initiative to learn, should others take the initiative to teach? After analyzing these, I fully understand my experience as a newcomer.
After the internship, each student has his own unforgettable story. Half a year is short, but the process is long. When I went back to school, I was angry here. Without the struggle for profit and lust, it is undoubtedly a paradise. So many things have happened in half a year, so many feelings. I want to use my school time to digest it, strengthen my shortcomings, rebuild my confidence and meet the real employment.
Through this internship, I really learned a lot of practical things, which I just can't learn in the hotel management class. Although I knew that the hotel industry paid great attention to practice and details before class, I didn't expect that the details in the hotel would be so detailed that even the items were laid down. What I learned in my internship is the working skills of a grass-roots waiter, and I have mastered them all. In addition, the most important thing in management is to handle the relationship with subordinates, and to do this, the most important thing is to be pragmatic, start from the grassroots and stand out from the grassroots. A successful manager must be born in this way. A successful manager can unite all employees to achieve the goals of the whole enterprise. Therefore, the management talents that hotels need in the future must be experienced from the grassroots level, not a person with high academic qualifications but no practical work experience. The waiters needed by the hotel must be people with strong service ability and extremely important details, and they will develop towards the "golden key" of the universal hotel. In the future, the number of hotel "golden key" employees will increase greatly.
Hotel management training report 1500 words (3) After half a year's practical application, I have a certain understanding of hotel operation and benefited a lot in practice.
I learned many skills in practice, including communication skills, communication skills, sales skills; Experienced the artistry of hotel management and the importance of rational use of human resources, and gained a lot of valuable experience wealth; Understand your own shortcomings and sum up experiences and lessons. In the future study and life, I will make clear the direction of my efforts and constantly appreciate myself, so as to lay the foundation for future career planning.
First, the internship unit introduction
Xx Hot Spring Conference Center is affiliated to Fangshan District Gas Development Center in xx City. It is a quasi-four-class comprehensive hot spring resort hotel with complete facilities and perfect functions, and it is the designated unit for meeting and purchasing of xx municipal government.
The hotel has 9 meeting rooms with different specifications, which can meet the meeting needs of 10-500 people. The 500-person meeting room can provide a large stage, lighting, audio equipment, audio and video recording, slide projection, LED logo display, tea break and other services. It is an ideal place for you to hold various meetings, academic exchanges, lectures and training, large-scale performances, banquets, press releases, exhibitions, auctions and other activities.
The hotel has various luxury restaurants, banquet halls, cafeterias and VIP rooms, which can accommodate 700 people at the same time. The restaurant is mainly based on authentic Sichuan cuisine, Shandong cuisine and Cantonese cuisine, supplemented by local cuisine and home cooking. All raw materials are green and organic food, which embodies the concept of ecological health and wellness. Roasted whole duck, special stewed pigeon, unique production, novel flavor, fragrant lips and teeth, which will definitely make you memorable.
The hotel has 107 luxury standard rooms and suites, elegant interior decoration, broadband access and other services, and high-grade facilities, which are your choice for accommodation and leisure.
The hotel recreation and leisure center has complete entertainment facilities, including hot spring swimming, bathing, performing arts and self-help. There are also Internet cafes, bowling, billiards, table tennis, tennis, KTV, fitness and other projects under construction in the second phase, which can meet your various leisure needs.
The hotel is located in Changyang Town, Fangshan District, Beijing, adjacent to Bixi Fishing Garden, an Asian fishing garden, and Changyang Jiazhou Shuijun Golf Course in the east. The south is close to Beijing Liangxiang University Town; There are natural oxygen bars, Shangfangshan National Forest Park, geological grottoes, Yinhu Cave and Qi Xian Cave in the west, Du Shi in Small Guilin in the north, and famous tourist attractions such as Shayunju Temple and Zhoukoudian Peking Man Site in the north. There is a world-famous outlet super leisure hot spring shopping plaza under construction in the north, which is a good place for your travel and holiday.
The hotel has an excellent geographical location and convenient transportation. It is only 30 minutes' drive from Beijing West Railway Station and Liuliqiao Transportation Hub, which can greatly save your precious time.
Second, the main harvest and experience of internship
1, internship harvest
(1) Improvement of service consciousness
For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. Through the training organized by the hotel and the intensive practice of various departments at ordinary times, I have exercised my sense of service and developed a good habit of smiling at guests. Learned to treat guests with standard etiquette; Understand the importance of learning a foreign language well.
(2) the improvement of service level
After more than half a year's internship in the hotel, I have a certain understanding of the basic business and operation of the hotel. Politeness is a concentrated expression of a person's comprehensive quality, especially in hotels. We should dare to greet people, and do three things in the process of greeting people: mouth to mouth, eye to eye, and spirit to heart. We should try our best to meet the requirements of our guests, even if something is not within our responsibility, we should try our best to convey it. Although some unreasonable demands can't be made, we should refuse them in a euphemistic tone and help him find other solutions.
What impressed me most was the foreign customers who served the hotel (mostly from Honda, a big hotel customer). They don't speak English very well at ordinary times. We should guess what he wants to do from their actions and phrases and help him finish it quickly. For example, if a guest speaks the airport in broken English, it is necessary to guess that he is going to the airport. Let's arrange a free delivery service. Next, we will provide them with a bus reservation form and accept his information, and then give it to the supervisor to arrange buses. ...
(3) the improvement of English level
In the four-level hot spring conference star hotel, the practical application ability of English, including listening, speaking and writing, is particularly important. English, as an international language, has played an important role in the contact with guests from all over the world. Without it, I can't communicate with my guests, let alone serve them. During the fair, the guests come from all over the world and are unfamiliar with the hotel, so we are required to introduce them in English, accept their advice on information such as the guild hall, weather, geography and shopping, and publicize the image of Guangzhou and the hotel to the guests in time.
2. Internship experience
(1) Internship is not about experiencing life.
The internship took up the last summer vacation of our university, but it was different from the summer jobs we used to play. In the process of work, we don't simply sell our own labor force in exchange for remuneration, but regard ourselves as a member of the hotel and work closely with colleagues in various departments to maintain the image of the hotel and create benefits.
During the internship, we will not receive special courtesy because we are undergraduates. Like other employees, we will start from the basic knowledge of the hotel and our own work, and occasionally make mistakes. No one will generalize.
(2) Internship is a process of contacting the society.
Through this internship, I have a comprehensive understanding of the organizational structure and business of the hotel, met all kinds of guests and made many good colleagues and friends. They let me know more about society, broaden my horizons and teach me how to adapt and integrate into society.
(3) The relationship between internship and Hyatt Regency Beijing.
As a member of the hotel, if you wear *, you should safeguard the rights and interests of Hyatt everywhere, closely connect yourself with the hotel, be familiar with the information of the hotel, represent the interests of the hotel in every word and deed, publicize the hotel at all times, and improve the image of the hotel and yourself.
(4) Internship and Employment
During my internship, I contacted the society in advance, realized the current employment situation, and made a plan for my recent employment plan in advance.
Through this internship, I found the point of convergence between myself and the hotel, and made a guide for my employment direction. In addition, the personnel training system of Hyatt Regency Beijing provides us with a lot of learning opportunities and employment opportunities. Internship is actually a kind of work exercise.
Third, the internship ideas and suggestions
Hotel industry is an industry that needs team spirit very much. It is impossible for any guest to complete the service he needs by himself. From the moment the guest made a reservation, we began to serve him. From booking to reception to check-in, from catering and entertainment to check-out, it is inseparable from the communication and cooperation of various departments.
Poor communication and insufficient team cohesion. Some departments of the hotel don't work 24 hours a day, such as the reservation department and the sales department ... There is no tacit understanding and corresponding emergency mechanism between the departments, which leads to the failure to update the guest information in time and delays the car pick-up service and baggage transportation.
Of course, I also have some shortcomings in this hotel internship. I am not familiar with the department's business in the process of work, and I can't provide accurate information for the guests flexibly and quickly. Carelessness still happens to me from time to time. The most important thing to work in a hotel is carefulness and patience, so this is a fatal shortcoming. My English level needs to be improved to facilitate communication with guests. On the other hand, it is necessary to know other foreign languages and cultures properly.