百分网【实习报告】 编辑：刘昭 发布时间：2017-08-13 10:36:22
At the summer of 2011, we participated in internship at Tianjin Wealthy
Hotel. We began our work at July 4th. It was a fine day; we took a bus to go to our destination. That was our first time to go to work. Every one was full of interesting and exciting. And except that, we also had some worry. We did not know what would wait for us. How to begin our work? How to communicate with the people? Is it easy or difficult to do well for the job? A lot of questions appeared in our mind, but no one could answer. With so many questions, we began our journey. After four hours, we got our destination. It is located in the Weiguo road , Hedong district，Tianjin city, and it is a four –star standard hotel which have a convenient transportation. Wealthy Hotel was in a tall building, when we first saw it; a grandiosity building entered our eyes. We got down the bus, the teacher and the staff help us to arrange our dormitory, after that, our teacher gave us some useful suggestion about our life during the work. These suggestions help us wipe off our worry, and gave us a good mood to face the challenge. Then we worked at this hotel for 3 mouths. There are many services in this hotel, such as lodging, dining and entertainment. Different rooms have different characteristics in there. The food was very delicious. And also the environment facilities were well-equipped. Every service’s quality here is very good. Also the quality of the staff has a certain level. They know a lot of expertise and modern management concepts. Most of them had been study abroad for years. So there is much knowledge that we can learn by them. When I worked here, I fully aware of the warm help and care from our boss and colleagues. I think this is a successful enterprise，because there are a lot of enterprise culture attracted me to enter the hotel. With these factors, I spend a happy internship. At this hotel, I was mainly responsible for front office work. My job includes three parts: the first part was to be a concierge, the second pare was to be a receptionist, and the last one was to be an operator. Every work gave me a lot of experience. In this hotel, we experienced training, working, and growing. The following are the process and my harvest during the work.
During the process of my internship, I had experienced the work training,
the course of the work and the professional links. Training made me entered my job easily; it was an important part in the work. In this part, I had known how to choose a position, what the culture in this enterprise was, and what the professional links in my work was. I was fortunate to be assigned to the work of the Front office. My job was to registration for the guests. The main processes include: check in, check out, change rooms, print invoices, etc. when I just entered the post, my manager did allow me to work immediately. He helped me familiar with the operating system and let me practiced the workflow. After a period of practice, I basically mastered the work essentials. But this is not enough. In order to be better familiar with my work, the manager planed me to start with a greeter. That was very beneficial to my future work. I humbly accepted the views of the manager, and tried my best to study knowledge which my manager tough me. “A good beginning is half done” I believe if I work hard, I will certainly do the job.
When we got the hotel, we began to prepare our work. Before we join the
job, we must have a training. This is an important field. The training including: understanding the corporate culture, learning process and understanding the working environment. Only we learn that knowledge we can have a good mind to go to work. Here are the contents of my training:
(1) Receive the position
In the morning, our boss convened a meeting, introduced all of the
departments in this hotel. He said there were mainly three departments in the hotel: front office, housekeeping, and food and beverage. Every department had its own manager. They are management affairs which happened in their own department. After the boss speaking, every manager made a speech to detailing the work of the department. Then we choose our post which we like. At the same time, every manager considered the choice whether fit for us. If not, they would suggest swapping jobs. In 2
this way, all of us find our best post. I think this is a very humane method. And it is worth learning from in the future work.
(2) Understand the enterprise culture
The success or failure of an enterprise, the key is not only in the business,
but also the culture. Here, we can see the high-end management techniques, can also be fully aware of the rich cultural atmosphere in the hotel, which is the soul of an enterprise. Wealthy Hotel is such a successful model. At the office of the hotel, we can see the photos on the wall that the process of enterprise development here and there, as well as customer letters of appreciation. Some of the letters came from the foreign customers. Let us fully aware of the continuous growth of enterprise and the high service quality. In addition, the hotel also broadcast video about their achievements since the establishment of the hotel. Through the video, we can see a strong team spirit among staffs. We are all attracted by such a team spirit. Under the influence of corporate culture, we have full confidence in the work, and deeply in love with this hotel. If possible, we hope we can make a good achievement in there and create a new course.
(3) Familiar with the working environment
In addition to the above three points, another training content is understand
the working environment. The manager took me to visit the office area, restaurant and rooms. For me, the most important thing was remember that different room. Due to the different rooms had different styles, I must remember them accurately. For example, a customer come to our hotel, she want to check in. the room she want must be quiet, and full of sunshine, then I pick out a room like that. If I do not know which room is meeting her requirements, this customer may be lost. So understanding the working environment is an important thing in the job.
After orientation, I grasp a lot of knowledge to work, initially with the
quality of the work in the hotel. May be it is not enough, but this is very useful. In the future, this knowledge continues to guide me, help me to adapt to the new environment, and accumulate more work experience.
2. The process of the work
After training, we have officially entered the work. This was my first work
in my life. I was full of curiosity and self-confidence. At the same time, I had a little fear. Because of everything was new. I did not know what was waiting for me. But when I experienced, I though everything was well. My progress was obvious, and I had a good harvest in my job and a big change in my life.
(1) Work as a concierge
My first role was the concierge in the hotel’s front office. Concierge need to
understand the basic etiquette knowledge. This was the purpose of our work here. My classmates and I were wearing a gray suit, stood in doorway on the both sides. When the customer came, I would open the door , and say “Hello, welcome to Wealthy hotel, this way please.” Then I must take the initiative to help them if the customers were with the luggage until they entered the elevator. If necessary, I had to put them to the room. For people who waiting in the hall, I had to send drinks. I have been standing here for a long time. I felt so tired that I could not walk. But I must do it. That was the most basic requirements. That was my job. During my job, I had learned to a range of business etiquette in the hotel, for example: When I had my work, I must pay attention to my appearance, standing, and the way of guiding. Business etiquette is the rule of conduct demonstrating mutual respects in business activities. With the development of economic globalization, the application of business etiquette has been more and more important in the hotel service. This is the knowledge which we have learned at school. Through this work, I have learned how to treat with customers. When my customers came, I must kept honor to give a good impress for customers. For a hotel, the quality service is the key of success. Wealthy Hotel is a four-star standard hotel. From this, I can imagine the good fame of the hotel. So it asked me to have a good quality to work there. Another appoints was kept smile. Smile is the best language in the world. I smiled for our customers; the customers would smile for me too. I thought this was not only useful for the hotel, but also good for our daily life.
(2) Work as a receptionist
My second role was the receptionist. The first job was laid a good
foundation for my next job. This was the biggest harvest in my first role. And then, the manager changed my job. This is the most important work in my internship process. The focus of my work was checking in, check out, change rooms, print invoices, etc. There is a case: a person came to our hotel, he want to check in. I let him out of his ID card to register (if he is a foreigner, he may out of his passport). Then, I scan his ID card, and enter his information. After that, I make a room card for the room which he will live. The end, I give him the room card and breakfast voucher. My job is over. Sometime, many customers were not satisfied with the room, I would change another one. In this work, I saw a lot of people. Most of them were friendly, but some of them were not. In this case, I tried my best to adjust my mind. I believe this is the growth. Through continues effort, I got the affirmation of my manager and colleagues. Through this work, I have learned a lot of experience about communication. I have learned how to communicate with others. Communication is one of the most important things for people. I cannot have a good life without communication. I have learned how to communicate with customers, colleagues, and schoolmates in this hotel. The first one was communicate with customers. A ward said: “The customer is King.” when a customer speak with me, I must listen to him carefully. Try our best to satisfy with customers’ requirements. But these requirements must be reasonable. If not, I can tell the customers that I do not have this service, and express my regret. The second one was communicate with colleagues. This was the first time that I communicate with colleagues. It was different from our schoolmates. They were all more mature than schoolmates. So when I got along with them, I had a little fear. But with the time went on, we became familiar with each other. We worked together. If I had some trouble in my work, they would help me. They taught about their life, and sometimes, I taught about our college life. After a mouth, we became friends with each other. The third one was communicate with schoolmates. We had 20 schoolmates worked in this hotel. Some of us were friends, for others, we were not familiar with each other. But when we got there, we were the family members. We live in the same dormitory, working in the same hotel, eating in
the same canteen. Though we work in different apartments, we also helped each other. When I had night shift, my schoolmates often gave me some food at midnight. I also made an effort to help my schoolmates who worked in housekeeping to cleaning the room. After work, we went out to relax in a cool place. At that time, we often taught about our work together or played games. I had experienced understanding, tolerant, friendly and harmonious.
(3) Work as an operator
My third role of my job was an operator. After I finished my first two jobs,
my manager decided to change my job again. That was my last job. I know the telephone is the most used equipment in a hotel. This work required me gave convenience for guests by phone. If there were something wrong with guests, they can call me, then, I notify the relevant departments to help them. The other one, I also help the staff to transfer a call. Here, I understand how to communicate with others. An interesting thing occurred in this period. One night, a customer called me for some service. He speaks English slowly, but I still could not understand hem. And it seems that he could not understand me, too. I am confused. Suddenly, he hangs up the phone.
A few minutes later, he called me again. I ask hem whether he need morning, he said yes. Then, he smiled. He told me that he was Japanese and his English were just so-so. But he was happy with my service.
The above is my work process. I went through three different working
environments, and I experienced to the three different work essentials. All my work was related to my professional. It is good for my study. I have accumulated valuable experience. The internship process was hard, but in another way, it was also happy. To be a trainee, I have been tried my best to do my work. It was a hard process, but at the same time, it was also a happy time. During my work, I accumulated a lot of useful experience. This experience would guide me in my daily life. Internship helps me grow up, and give me a change to face the social by myself. I have a good heaviest in the internship. During this work, I also have a big change in my mind. The purpose of internship is growth, on one hand, the growth is accumulating work experience. On
the other hand, the growth is the change of our mind. When we at school, we are students, we do not know how to live in the social. We learned this knowledge through the internship. During the work, I saw the different people, and experienced different business. I suffered tried, painful, and complain. I also gain the happy and warm. I got criticize and praise. Those were all valuable for me. This process turned me from nave to mature. It recognized me that learning is for working, but the gold of working is not only for ma-ki-ng money. On the contrary, it is for a better living. Internship opened my eye for social, and gives me a big confidence to the future. It is a good beginning. I will take all my harvest to welcome my new life.
3. Professional skills
(1) Reception etiquette
The receptionist on the job is usually sitting. When the customer came, the receptionist must stand up immediately, face toward the customers nodding and smiling: "Hello, can I help you?", "Do you scheduled?" Known who to turn to and confirmed the schedule, customers waiting a moment, then I help them handle immediately. If the customer are looking for a room which are sold out, can ask suggest them change his mind to choose another one. If the customer waiting for a long time in the hall, I may ask them who are looking for and give them some drinks, then help them to contact the people they want to meet. Do not throw them in there regardless. If customers are looking for does not come out to accept, let his past front should be standardized gestures guidelines how to bring respondents go. If the office door of the customers are looking for people even if open, it must knock on the door first, get the license then please customers to enter as customers pour tea, reception is necessary to return to the job. Of course, if the front is only one person, then, guide customers the way to the place where they want directly is all right. If customers know who to turn to, but did not make an appointment, the reception to call and ask, tell colleagues or the leadership of assistant whether convenient to reception. In order to deal with customers’ courtesy and convenience refused to appropriately, even if it is looking for colleagues or leaders personally connected, can be used as the other
person answered the telephone, ask again. So that customers to listen to, even if the phone is not promised to receive, or he was looking directly rejected, and make a room for the processing of next step.
(2) Telephone etiquette
When the phone rings, the receptionist picks up the phone and maintains a
relaxed, pleasant tone of voice. Do not hold a bad temper, even foul language to the caller on the phone. When I answer the phone, I can often said "What" and "sorry", "Please wait" etc. Picked it up in the second or third time when the phone rang. Picked up the phone first thing to say “Hello, × × × (company name, if the company name is longer, the application referred to as)” do not said “hi” at the beginning. If for any reason later to pick up, I can say to the caller like that “I am sorry to keep you waiting”. Know the extension number or telephone to turn to the specific name, I can politely say “Please wait”, and transfer to the past immediately. Adapter leading telephone the other party was the leading names, and do not know the extension number, then I would politely ask who it is, which units of Such as advertising, a disguised form of advertising like the telephone, should be polite excuse to refuse people, or go to the relevant departments to deal with. In view of the front desk every day to pick a lot of phone calls in order to prevent the voice unexpected and be ready to water to moisten the throat at any time to maintain good sound effects.
I have learned this etiquette in our book, and used them in the hotel. I can
see the importance of college study, and the same time, I also felt that join the internship can better to apply this knowledge.
The work process was hard, but at the same time, I was also happy. Because
that was a process of growing. I tried my best to done my work well, and had a big harvest when the internship finished.
Three-mouth internship is not a long time, when I have gone through, I
received a big harvest. I would never have grow up if I had not made mistakes; I would never have know the knowledge if I had not experienced the work. The summer holiday in 2011, I do not get together with our family, but it is valuable. I have learned to be independent. I think it is necessary to have an internship for us who will graduate from college. During the internship, I understood a preliminary of the characteristics of the environment and management structure of the hotel; in addition, I mastered a si-mp-le concierge and reception skills. After this internship, I grow up a lot. I found my strengths and weaknesses. I am carefully in my job, but sometimes too timid. I will strengthen the training in the future study. When I was going to leave this hotel, my manager gave me great encouragement. He told me that everyone was gold; we must to continue our effort to make ourselves lighting. I take this word as my motto to motivate myself.
In this process during my internship, I learned a lot of knowledge which
cannot acquired from books or our college. So, in my opinion, college students，especially those who are going to graduate, participated in social practice or internship is necessary. It can help us adapt the social easily and lay a good foundation for job venture.
Finally, I would like to express my sincere thanks to my college and
Wealthy Hotel. I will make a greatest achievement to reciprocate your education. In the future, I will take all my experience to face my challenge and difficulties. I believe I will have a good future in my life.
兹有 xx-xxx-x 学校 酒店管理 专业 xx 同学于20xx年7月2日 至 20xx年8月30日 在 xx-xx酒店 实习
xx xx, student from xx-xx university, hotel management, started his two months internship at our company from july 2,20xx to august 30,20xx.
during the student's internship, under the guidance of our company’s engineer, he has a preliminary understanding of the development process of conducting a project, and is more familiar with the engineering system and its related equipment functions and implementation methodology, as well as sales and distributions module. in addition, he puts much effort into his work and study. the student never hesitates to ask senior co-workers when meeting difficulties. at the same time, he respects and gets along very well with others and shows us a very good team spirit and ability of communication and cooperation. co-workers have all given their approval to the student who now leaves an excellent impression to the company.
xx-xxcorporation of china
(valid with a stamp)
september 5th, 20xx