英文实习报告.doc

_I. The Company IntroductionBeijing Huiting business Hotel is an economy business hotel which was built according to the standard of three-star service. It has 85 rooms altogether including standard rooms, big bed rooms, deluxe suits, single rooms, and triple rooms, etc. As one of the modern business hotel, its the collection of accommodation, catering, entertainment, meeting, business and office. The hotel is located in the Baihua Gardens, No.11, Zhong Guancun South Street, Haidian district of Beijing. It is opposite the PLA art academy and at the north side of peoples education press. There are many famous universities and colleges around the hotel, such as the Beijing University of Technology, China Academy of Agricultural Sciences, Central University for Nationalities, Beijing University Dental Hospital, New Oriental School, etc. And nearby the hotel, there are different cuisine restaurants, McDonalds, bank, post office supermarkets and so on. Hotel has more convenient traffic, a number of accessible bus and subway can carry you go around the city.For the hotels Management, it implements the Manager Responsibility system. The hotel general manager of the hotel leads the overall operation and management of the hotel and takes overall responsibility for that. The hotels major principles and policies presented by the general manager to shop meeting for discussing, then reported the company for approval before implementation. The hotel set the total manager, vice president and department managers, the assistant manager and supervisor; they form the hotels management. The hotel consists of 10 departments, including Human Resources department, Finance department, Security department, Engineering department, Housekeeping department, Front Office, Leisure and catering, public relations department, sales department.II. Post InstructionMy internship department is the front office department and working as a hotel representative. The hotel representatives, on behalf of the hotel, are in charge of meeting and sending guests at the airport, train station and the other ports of entry and timely promoting the hotel and its image. Their main task is to provide speedy and reliable service to the guests, then send them to the hotel. As the first or the last people who are contact with the guests, they should seize every opportunity to do publicity for the hotel and promote the hotel to win more customer resources. They are responsible for the security of the guests and their luggage. They should resolve guests consulting about the facilities and environment patiently and in time and provide them hospitality service.III. Practice Content and Procedure（A）The daily work of hotel representatives in the hotel.1. Use the hotel management system to look up the daily pick-up service reports, register the details of service demand and print them into signboard on A3 paper in Chinese and English.2. Check the flight information to make sure the arrival time and the arrival condition of the guest and then report it to the executive for the arrangement of vehicles and personnel.3. Get ready for the necessary materials and meet the guests at the airport or station, receive the guests and then confirm their identity and then take them back to hotel for the registration and accommodation.4. Offer consulting, hosting and other concierge services to the guests at concierge desk.（B） The reception of the hotel representatives for VIP customer or large customer1. Check up the number and name of VIP customer which is expected to arrive with sales department staff.2. Prepare the related items and check for omissions.3. Consult the guests information from relevant departments, and prepare the receiving issues.4. Depend on the request of customer and the arrangement of hotel; arrange the activities for the guests with the reservation, sales, reception and other departments.IV. Comments on internship During the internship in the hotel, I have learned a lot of knowledge about the rooms, dining and entertainment of the hotel. I also have had a general understanding on the rules and the management system of the hotel. But I still found some shortages and I have given my own suggestion as follow.（C） The internship idea1. When I initially contact with the hotel industry and the Huiting hotel, I found that the staff change rate was large and thats the problem of hotel industry. The quality of the staff in the hotel is varied, from the middle school graduate to high school graduate or even higher. Additionally, there is also a large range of staffs age. These differences in age and education level determine the difference in the working efficiency of the hotel. For example, room attendants English level is generally not high. When the guests need some room service, they often dont understand the request or ask others for help. During this period, it is not only waste time but sometimes cause complaints from guest.2. The communication of hotel is ineffective and the team cohesion is not enough. The hotel industry is a team work industry. Any guests requirement can not be finished by one person. From the time the guest booked the room, we began to service him. Until the guests leave the hotel, every link in this period is inseparable from the communication and cooperation of each department. As some of the departments cant work for 24 hours and theres no certain understanding and adapting mechanism among the various departments, the customers information cannot be renewed on time. This causes the delay for picking-up service and luggage transport.3. Huiting hotel is a new-built three star business hotel concerning foreign affairs. The hotel management system has some shortcomings. The powers of office within the hotel is unclear, the chaotic management is easily lead sector disputers. For example, housekeeping department and concierge department both can offer the return of laundry work. When guest cant receive clothes in expected time, he will call to ask about the clothes or make complaints. Its often causes disputes because of accountability argument and destroys the relationship between the departments and affects the efficiency. The system to check on work attendance is not stringent enough; the leaders or colleagues often go to work lately or leave early.4. Hotel information is not unified. There is no perfect training system. Since the hotels information is organized by various departments, it is inevitable that some slightly differences are exist, and it caused troubles in practical use. The induction training was start until we have entry the hotel for about half a month. And the training of the hotel is still not providing us with unified training materials. Training is not targeted and courtesy of the ritual takes a certain amount of time. In addition, the time of the training organized by human resources department is conflicted with the working time. In 4-day training, many new colleagues cannot leave work to attend training and the effectiveness of training is greatly reduced.（D）Individual suggestion1. Huiting hotel management group has already had a very good reserve cadre system. Only continuing this system and improving the entry standard of the hotel, its possible to have quality employees. If the staff overall quality and the employee motivation improved, the productivity could be improved and the hotel could win maximize revenue.2. Human resources department should get every departments business information together to create a complete set of training materials and hotel information system. All the materials should be distributed to the employees who are training. In addition, all the information should be update without delay. Hotel departments should have more exchanges in information and materials and make sure all of them can be unified and timely delivered. The most necessary measure, which aims at improving hotel service quality and efficiency, resolving department disputes and creating the hotel image, is to avoid the late and wrong delivery of the information.3. In training, human resources department should arrange the training period according to the induction condition of the new comers each month and the business condition of the same month. The person for training should be professional and HR department should trace the staffs work and living conditions after training, so that the new employees professional quality can be strengthened.4. There are many professors and experts who are specialized in English, Japanese and etiquette in the hotel. The hotel should arrange the staff to regularly participate in the intensive training for English, Japanese and international etiquette. It can help to improve the service quality of the staff and provide more attentive service to the guests.V. Conclusion the main achievements and practical experience of the internship1. The main achievements(1). The service awareness and service quality is improved.The trainings and the usual practices organized by the hotel exercise my service awareness and develop the good habit of smiling to the guests. I have learned how to receive guests with the standard etiquette courtesy and Ive understood the importance of learning foreign language. After three months of hotel training, weve certainly understood the basic business and operation condition of hotel. It improves our service quality in the meantime.(2). Arising the level of English skillIn the business hotel concerning the foreign affairs, the ability of practical application of English such as listening, speaking and writing ability is especially important. English, as an international language, plays an important role in the process of contacting with the foreign guests from all around the world. Without it, we would not be able to communicate with the foreign guests, but do not service them.2. The experience of internship First, internship is not experience life.In the process of working, we are not simply selling our labor for compensation. Every staff regards himself as a member of hotel and devotes himself to maintain the hotels image and create the greatest benefits through close cooperation. We will not still a college student with special privileges. Like other employees, we have to start learning from the basic knowledge of the hotel. If youve done something wrong, nobody would show partiality for you. Second, internship is a process of social interaction. Through this internship, I had a comprehensive understanding of the hotels organizational structure and operations. By contacting with all kinds of people and meeting a lot of colleagues and friends, it made me have a deep understanding of the society, broadened my vision and also taught me how to adapt to the society.Third, it makes me know the relationship between the hotel and employees.As a member of hotel, we must closely link ourselves to the hotel and try our best to protect the hotels interests. We should be familiar with the hotels information and make sure all our words and deeds are in keeping with the hotels requirement. We should always do our best to do publicity for the hotel and improve the image of the hotel.Fourth, I realize the relationship between internship and employment.Internship makes me entry the society in advance and recognizes the serious employment situation. I have to do a new plan for my