Executive Summary Background Mission Vision Environmental Analysis Swat Portars Strategic Analysis 1. Business level 2.

Corporate level 3. Functional level Marketing mix A

This report is the summary of my working training in Radisson BLU Kuwait. Working experience is especially important in the hospitality industry to put theories learnt in school into practice. In this report it consists of three parts I. the description of the hotel where I did my training. II. Job description of the duty I took in my internship. III. My personal experience of the job and the conclusion of my training. Radisson BLU Kuwait is a business &convention oriented hotel that locates at the befutiful beach of Kuwait near Salwa. It has more than 200 rooms with an average of daily occupancy above 75%. Therefore the hotel enjoys a spectacular view of the Beacheswhich attracts numerous holiday makers or honeymooners to stay here. I worked as a front desk clerk at the reception desk which is divided into two partsreception and cashierto handle check in and checkout. My job duties are checking in guests answering phone calls from in-house guests and outsiders enquiry making reservations and sometimes even concierge service. My first impression of checking in guests is everything is organized and arranged well so as to improve work efficiency. For example registration card with guests personal information is prepared by overnight before the guests arrived. The procedure can finish quicklysometime even less than few minutes. This makes me realize the importance of preparation

and team workWithout nightshirts prepare held. In addition after checked in a guestit doesnt mean works at reception has ended. I also have to modify guests information in computer to update guests profile for other departments such as F&B departments. This information includes room type updated check out date and timemethod of payment and some of their special request. Another job duty of a front desk clerk is to handle enquiry and complaints. This helped me to enrich my experience a lotwhich may not relate to front desk such as local attractionshandling reservationsand perhaps the most important part-handling complaints. Howeversituation changed when it comes to real practice. Guests will never listen to what we explained. In that case I have to listen to their complaintsor just blame. Although sometime it doesnt feel goodit still makes me understand the reality of working in the hospitality. This is a part of the customer service. Besides, there is some of my personal experience. Firstlythe main source of the hotel customers is international travelers and English is the main language used to communicate. Although most of people speak English, most of the customers do have different accent which makes me very difficult to understand. Sometimes I feel embarrassed being not. After few months training, I find myself get better and better listening English. For this is great time for me to practice my English and will be one of the unexpected and precious parts of my training. In one word I found the training means a lot of me. It helped me to understand the real experience of front desk operation and it also helped me personally such as improving my English, practicing team work with handle unexpected situation and last but not the leastliving independently. Every drop of the memory is worth a lot to me and my career in the future.