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Executive Summary
This is an internship report that contains the working experience of different task in "The Movenpic
Hotel Karachi" in the department of F&B Production. I have acquired knowledge about how "The
movenpic hotel" arranges different events and how they are giving services to their customers. I also
gathered knowledge about the effectiveness of arranging events and public relations. Under kitchen
department I have learnt about the how to cook for the customer. In fact, the practical internship
program enables me to understand the activities and procedure of different functions relating to
arranging events and maintaining customer relationship. The Westin Dhaka Hotel’s Mission began under
the strong supervision of Starwood Hotels and Resorts worldwide, which had its soft opening on 31st
July 2007 with 100 rooms in operation. The owner of The Westin Dhaka is Unique Hotel & resorts
Limited. The hotel is officially opened on the 12th September of same year. Today the hotel has
established itself as one of the leading hotel in terms of revenue. In the field of the hospitality industry
of Bangladesh the Westin is one of the world class properties which provide international standard
service to its guests and customer. Throughout the globe Westin properties are the symbol of luxury
which got its unique standard and modern technologies. The hotel is located in the central business hub
of the country which got the leading corporate head offices around, which get most of foreign visitors.
The Westin Dhaka is steps away from renowned shopping malls, foreign mission, restaurant, art private
clubs and multinationals. The Westin Dhaka can provide pioneering programs and instinctive services
which transform every aspect of a guest’s stay into a revitalizing experience. Indulge in a deliciously
wholesome menu including exclusive Super Foods dishes. Energize in the fitness studio with the
industryleading Westin WORKOUT. Revive in the Heavenly Bath where luxurious touches create a
spalike experience. And of course, experience truly restorative sleep in the world-renowned Heavenly
Bed an oasis of lush sheets, down, and patented pillow-top mattress. Whether an epic city center
location or refreshing resort destination, Westin ensures guests leave feeling better than when they
arrived.
This article directory 1 hotel catering department internship report 2 hotel
catering department internship report 3 hotel catering department internship
report first: hotel catering department internship report
For a hotel, service is the foundation of the image, the way of competition, and
the source of wealth. Hotel service is a combination of tangible products and
intangible services. The standard of hotel service quality evaluation is the
“satisfaction degree” of customers. The core of hotel management should be
to establish a “satisfaction balance” between guests and employees. Only
when employees are satisfied and happy, can they provide the best quality
service for customers, win the satisfaction of guests and come back again. For
employees engaged in the store industry, awareness of quality service is even
more important. In service, smile is the most vivid, simple and direct welcome
word, and the best "weapon". Through internships, I learned my own
shortcomings and summed up the lessons. In the future study life, I will clarify
the direction of my efforts, constantly carry out self-improvement and
improvement, and lay a solid foundation for my career. I. Introduction
Internship unit and time
Internship: Qinhuangdao Hotel
Internship time: June 15, 2019 - August 21, 2019
Hotel overall introduction
Qinhuangdao Hotel - affiliated to the Qinhuangdao Organs Administration
Bureau, located in the city center, adjacent to the railway station, can easily reach
the airport, Beidaihe scenic spot, Qinhuangdao scenic spot, the geographical
position is superior, the traffic is very convenient. The hotel has a variety of
rooms, including standard rooms, single rooms, business rooms, etc. The
computer network VOD on-demand system can be directly used in the
room. The reception hall, small and medium-sized conference room, and
international conference hall can receive various high-end conferences at any
time; small banquet halls and cafeterias have different styles - you can choose at
will, large banquet halls can accommodate large wedding banquets and
banquets at the same time; lobby bar, four seasons The hall, swimming pool,
bowling alley, chess room, karaoke room, hairdressing room, sauna and bathing
center are all ideal places for your leisure and entertainment; large parking lots of
more than 150 parking spaces can be used for parking.
Second internship position and content
(1) Preparation work
The hotel has systematically trained us according to the regular interns. The
training is divided into three parts: one is the pre-job training of the personnel
department, and the four-time in-house training and tour training is mainly to
introduce the general situation of the hotel. At the same time, we also trained
our staff quality and hotel management system, which gave us a general
understanding of the work; the second is the fire safety awareness training, the
hotel specially arranged the assistant manager of the engineering department to
give lectures to us on-site, let We have a deeper and systematic understanding
of hotel safety and firefighting common sense; the third is business skills
training, which runs through our internship for several months, with
departmental responsible personnel providing us with ongoing skills guidance
for several months. The internship gave us a basic understanding of the
department's work, which was also benefited from the comprehensive training of
the hotel system. These trainings are very useful for our future study and work.
Its food and beverage department is roughly divided into the following
departments: the Chinese Food Department and the Western Food Department.
My job is the Chinese Food Department.
(2) Internship process
The Chinese restaurant is the hardest part of the hotel's catering department,
because the hotel did not set specific job responsibilities and job descriptions for
the waiters. In the few days that we just walked into the job, we were like
headless flies and could not understand the work at all. The process and
essentials are just obeying the arrangements of the foreman and the old staff
and their hands-on teaching. Fortunately, all the old employees are very friendly
to us. The foreman has arranged for the old qualified waiters to lead us in the
initial position and is responsible for guiding our work. In the days that followed,
we were all able to master the work.
In addition to setting up the table, folding the mouth, passing the dishes, serving
the dishes, and withdrawing from the stage, our work also has a part-time
handyman, squatting table chairs, laying carpets, and other dirty and heavy
work. Our intern's working hours are 8 hours of work, one day off every week,
10:00 - 14:00, 16:30 - 20:00. However, the specific time for getting off work is
uncertain. I often work overtime according to the actual situation, but there are
records for overtime hours. When appropriate, there will be compensatory time
off. I think this system is very flexible and reasonable.
In the course of service, we have been exposed to a wide range of guests. We
have received awards from our guests at work and have also received complaints
from our customers. In the course of our service, we have improved our English
speaking standards, grown our knowledge and broadened our horizons.
(iii) New perspectives
In the previous theoretical teaching, we also involved the relevant knowledge of
hotel management and service, but only when it is actually applied, will it be
discovered that they are ingeniously integrated. For example, the leadership
relationship of the hotel, how to deploy, and what is the job, this is what we
learned during our internship, the management of this hotel
The second advantage directly affects the future development of the hotel. And
there is another set of implementation measures among our waiters. The upper
level is our leadership, the scope of the license we belong to, etc., I am seriously
absorbing and implementing it every day. At school, the knowledge in books is
always mechanized, and in my own work, I can truly understand the
communication and collaboration between various departments, especially the
human resources department and marketing that I am not familiar with before.
The work of the ministry and the front office has been re-recognized and will be
of great help to the work of these departments in the future. Because he is
mainly internship in the food and beverage department, he has a deeper
understanding of the food and beverage department. Whether it is the sales of
catering products, the design of menus, the arrangement of banquets, etc., they
have accumulated rich experience. Then there is a clear understanding of the
allocation of the shifts and the distribution of personnel.
There is still a certain distance between the gap between practice and theory.
The use of theory only accounts for a small part. For example, there will never be
a discussion on the textbook. When you face different groups of guests, how do
you react? How to deal with it and what measures to take. When we face the
uncertain factors of customers, it is the real test for us. Throughout the internship
process, the professional knowledge we have learned has been practiced. From
the previous theory, we have entered the practical operation. The theoretical
things are replaced by their own skills. Whether it is setting up a table or
providing services to guests, the skills have been greatly improved. If you can
often meet a smoker, and at this time you see a customer holding a pack of
cigarettes, I will send the ashtray, he will be very happy, because I have already
taken the lead. Another example is when I see the customer pouring tea, when
the teapot has been tilted very badly, I immediately stepped forward to add
water, these are the skills that can be exercised.
Employees are the magic weapon to win customers, especially the grassroots
employees. Because they are direct contact with customers, all the needs of
customers need them to provide them. Only by setting up the flag of employees
will they win customers and improve. Customer loyalty to the hotel. Through my
observations of the regular customers of our hotel, I feel that the waiters have
established a good friendship with them. When they come, they know what tea
they drink, what snacks they eat, and what their surnames are. The customer's
understanding has established a good image of the company, which makes the
customer feel that the hotel has a feeling of home, and has a good reputation of
the customer. With the reputation of the hotel, the customer is retained.
In the Chinese restaurant, our waiters will participate in the training every month.
Every time the training feels like it is not a repetition or an unreasonable head.
There is no relevant hotel staff manual, which is what the leader has to formulate.
What we train and lack of layering. Moreover, the training is not deep enough,
only some training in service skills, lack of training on employee literacy and
professional ethics, so that employees are not clear about the direction of their
own life, and some say that they are mixed, not the professional ideals of the
employees and the hotel. The combination of development leads to the
blindness of the work of the employees and the continuous loss of their
personnel.
The quality of employees and leadership management is not high enough. The
omnipresent in the hotel is service culture, ceremonial culture, regional culture,
food culture, culture of relief, etc. All the staff in the hotel are masters. All the
guests come to the hotel will produce more or less to the hotel and the hotel.
Dependence, in addition to receiving culture or knowledge in the process of
receiving services, they also seek help from hotel people when they encounter
difficulties. Therefore, we can say that the hotel is a place full of culture and
knowledge. Therefore, people working here must be more knowledgeable,
cultural and conservation. The guests are tasting a dish, while the waiter is the
lady who introduces the knowledge about the dishes in a sweet voice, including
origin, circulation, features, new ideas, etc., which not only adds to the fun of the
dishes, but also allows the guests to receive some New knowledge and
information make them feel worthwhile on another level.
(4) Experience and experience
Through this internship, I found out my own shortcomings. Due to the lack of
work experience in the hotel, many times I don't know how to deal with the
various requests made by the guests, resulting in various small mistakes in the
work, which brings a lot of inconvenience to the colleagues. However, the
mistakes are not terrible, the most important thing is to do wrong. Things must
be corrected in time and can be taken as a warning, no longer make similar
mistakes, and there will be progress if there are mistakes. Therefore, I often
consult my colleagues, learn from my colleagues with humility, continue to
reflect and summarize, accumulate lessons, and strive to improve my ability to
adapt and communicate, and strive to do a better job. And I believe this
experience has a good memory for my future life.
Part 2: Internship Report of Hotel Food and Beverage Department
1 Introduction
I went to the Shanghai Longteng Kung Fu Crayfish Hotel from March 5th to July
4th, 2019 for nearly 4 months of hotel business internship. I worked as a waiter in
the restaurant department of the hotel. During the internship, I had a good
understanding and understanding of the hotel's historical background and
product knowledge. I also had a certain familiarity with the hotel's operating
procedures and consolidated my professional knowledge. There has been an
increase in service skills and an increase in personal service awareness.
1.1 The purpose and significance of the internship
Through this internship, I need to understand the service programs and
techniques of catering, learn how to adjust my mentality, how to deal with my
own interests and the interests of the hotel, how to deal with the interpersonal
relationship between colleagues, how to go with customers. Deal with it. I also
want to improve my sense of service, strengthen my own culture, and work hard
for my future management.
1.2 Introduction to the internship unit
Longteng Kungfu Crawfish Hotel is located on Hankou Road, the most
prosperous and lively Huangpu District of Shanghai. It is close to the Oriental
Pearl Tower and two kilometers away from the Huangpu River. You can take a
bus ride along the river. The hotel has become a brand effect of crayfish to
attract customers around it, and has won the reputation of “taking lobster to
dragon martial arts”.
1.3 Internship requirements
During the internship period of the hotel, in accordance with the requirements of
the hotel to do their own work within the division, but also do a good
job. Strengthen training in service skills to achieve first-class standards;
strengthen thinking in service awareness and achieve advanced
awareness. Whether in front of the guests or in front of the superiors, show their
good side and be recognized by the guests and leaders.
2. Internship positions and content
2.1 Internship position
My internship position is the waiter of the food and beverage department.
Everyday things are done: linen inventory and cleaning, tea service, position,
tableware, towels, finishing rooms, cleaning and countertops. Every day, I do all
the preparations as required, as well as the service work when the guests dine.
2.2 Internship content
2.2.1 Welcome, greeting guests
When all preparations are in place, you should greet the guests at the door of
the private room 15-30 minutes before the reservation. When the guests arrive,
they will greet the guests with a smile, knowing the name of the guest to name
the guest by name.
2.2.1 Submit the menu and order food and drinks
Ask the guest if they can order and hand over the menu to the owner. Introduce
specials to guests or pick up chefs of the day. Promote a variety of drinks and
recommend soft drinks to ladies and children. Ask if you can start the food: For
the group's internal banquet or regular customers, the banquet menu may have
been prepared in advance by telephone booking, so you can ask the owner
directly if you can inform the kitchen to start cooking. If you have vvvip, ask the
owner. Whether to request a meal; if required, if there is a fruit plate, you should
inform the kitchen to prepare according to the number of people. Also
recommend a variety of drinks and drinks to your host.
2.2.3 Service drinks
If you have special requirements, please stumble according to the meaning of
the guests. If you do not ask for it, you will stumble clockwise in the order of the
first lady, the guest and the master. When pouring wine, the bottle must have a
balance. Don't finish it all.
2.2.4 serving service
When serving, you should serve the dishes in a sparsely populated place, or
choose the location of an unimportant guest. When you put the soup on the
table, ask the owner if you need to divide the soup. For the guests who share the
meal, each time To order the dish after the dish is served, give the guest a show
and divide it by the number of people. Give each person a dish name when they
serve, and ask the guest to use it slowly. After all the dishes have been finished,
please explain to the guests: "Your dishes are all ready, please use them slowly!"
2.2.5 Meal service
Every two cigarettes in the ashtray are replaced once; the tea is poured in time;
the guest replaces the bone plate after eating more food with bone or husk; it is
replaced before the fruit plate; when the drinker is drinking, he should hold it
immediately. The bottle is ready to be renewed; when there are vip guests and
the number is large, there must be at least two waiters in the room; if the drink is
finished or immediately finished, ask the owner if you want to add it.
Part 3: Internship Report of Hotel Food and Beverage Department
First, the main content of the internship
In order to better practice classroom knowledge and enhance our practical ability
and further understanding of society,
The school arranged this internship so that we can master the theoretical
knowledge of the hotel. For this reason, I conducted a six-month internship at
the Food and Beverage Department of Hangzhou Jiuli Resort, which was very
rewarding and mastered many lessons that were not available in the classroom.
Service skills and work experience. During these six months, I walked out of the
school and walked into the society and invested in social practice activities. I
wanted to let the students at the school go deep into the social grassroots level,
understand the social status quo, and then train college students to deal with
social affairs and communicate with others. The ability to
communicate. Therefore, practice is a necessary means to consolidate
knowledge, and it is also an important way for university generation to grow. It
can be seen that it plays an indispensable key role in the improvement of college
students' comprehensive quality. Internship position: Internship content of the
food and beverage department waiter:
1. Familiar with the basic conditions of the hotel and hotel environment,
including: 2. Distribution of hotel public facilities and business premises and their
functions.
3. The main service items, special services and distribution of various service
items that the hotel can provide. 4. The specific service content, service time
limit, service department and contact information of each service project of the
hotel. 5. The geographical location of the hotel, the distribution of
transportation, tourism, culture, entertainment, shopping places in the city where
the hotel is located, and the ways and means of accessing these places.
6. The organization structure of the hotel, the related functions of various
departments, institutions and relevant senior management personnel.
Work content: 1, welcome, greeting guests
When all preparations are in place, you should greet the guests at the door of
the private room 15-30 minutes before the reservation. When the guests arrive,
they will greet the guests with a smile, knowing the name of the guest to name
the guest by name.
1, submit the menu and order and drink
Ask the guest if they can order and hand over the menu to the owner. Introduce
specials to guests or pick up chefs of the day. Promote a variety of drinks and
recommend soft drinks to ladies and children. Ask if you can start the food: For
the group's internal banquet or regular customers, the banquet menu may have
been prepared in advance by telephone booking, so you can ask the owner
directly if you can inform the kitchen to start cooking. 3, service drinks
If you have special requirements, please stumble according to the meaning of
the guests. If you do not ask for it, you will stumble clockwise in the order of the
first lady, the guest and the master. When pouring wine, the bottle must have a
balance. Don't finish it all. 4, serving service
When serving, you should serve the dishes in a sparsely populated place, or
choose the location of an unimportant guest. When you put the soup on the
table, ask the owner if you need to divide the soup. For the guests who share the
meal, each time To order the dish after the dish is served, give the guest a show
and divide it by the number of people. Give each person a dish name when they
serve, and ask the guest to use it slowly. After all the dishes have been finished,
please explain to the guests: "Your dishes have all been put together, please use
them slowly!" 5, meal service
Every two cigarettes in the ashtray are replaced once; the tea is poured in time;
the guest replaces the bone plate after eating more food with bone or husk; it is
replaced before the fruit plate; when the drinker is drinking, he should hold it
immediately. The bottle is ready to be renewed; when there are vip guests and
the number is large, there must be at least two waiters in the room; if the drink is
finished or immediately finished, ask the owner if you want to add it. 6, pull the
chair to drop off
When you get up and leave, you should come forward to help the lady or VIP
chair, then go to the door of the private room to say goodbye to the guests and
thank you for coming. Then check the desktop for the fastest drop of items.
7, after meals finishing work
Finish the seat, clean the floor; close the table: first cloth cloth and other linen
products, then collect glassware and other glass products, and finally collect the
porcelain products, transport the dirty tableware to the dishwasher, move the
glass turntable from the table Clean it and remove the dirty tablecloth.
Second, the experience and gains gained from the internship
Through this internship, I have a deeper understanding of the management of
the hotel, and have their own insights and understanding of the hotel
industry. During my internship at the hotel, I was not only more familiar with the
business operations of the hotel, but also learned a lot in dealing with people
and interacting with people. Improvement of service skills
During this internship, I retrained the service skills and service specifications,
became more familiar with the service work, had a deeper understanding of the
service, and further improved the service skills. The service is more skilled and
can be used to complete the service work. Through the training of the hotel, you
will be familiar with the drinks and drinks by familiarizing yourself with the drinks
and dishes. And with the improvement of service skills, the work efficiency of
employees has been improved, work errors have been reduced, and more
thoughtful and convenient services have been provided to customers.
Increase in professional ability
The accumulation of hotel training and internship experience has increased the
opportunities for employment after graduation, and the ability to work has
improved. In this process, language ability, communication ability, observation
ability, memory ability and adaptability have been improved.
Language ability The hotel industry is a service-oriented industry. In the service
process, the ability to navigate the language is an important tool and way for
hotel staff to establish good relationships with their guests and impress
them. Language is not only a tool for communication and expression, but also
reflects and conveys the company's corporate culture, employees' mental state
and other auxiliary information. In order to gain the ability to control the
language, it is necessary to make the tone natural and amiable, to maintain a
uniform expression in the speed of speech, to be calm and courteous at all times.
Communicative ability Because the hotel is a welcoming industry to receive many
different guests every day, there are new customers with new customers, how to
make these customers retain a large part is to see the hotel staff's
communication skills, although the hotel has a special The marketing department
is responsible for selling and wooing customers, but as a member of the
restaurant, especially the supervisors and managers must have their own fixed
source of customers, so from now on we must exercise our communicative ability
to prepare for our future work. The first impression is very important for the
establishment and maintenance of interpersonal communication. The most
memorable one is often the impression left by the first contact. The
improvement of observation ability The essence of observation ability lies in
being good at thinking about what the guests think, placing themselves in the
guest's situation, and delivering the service in a timely and appropriate manner
before the guests speak. . It is necessary to make the guests feel that the service
of the hotel staff is everywhere, and to make the guests feel at ease, so that the
guests feel that the free space is respected and the hotel's concern service can
be realized from time to time.
In the hotel, you can meet people of all kinds, of course, you will encounter
various emergencies and contradictions. This requires good resilience. When
encountering an emergency, hotel staff should: quickly understand the causes of
conflicts. , the motives of the guests, and the grooming in good faith. Using
restraint and politeness to persuade the guests to calmly discuss the solution,
such an attitude is often a "sedative" that calms the guest's feelings. Take various
methods as soon as possible to resolve conflicts quickly, so that guests can get a
satisfactory answer. Establish a candid, generous and friendly service attitude in
front of other guests. Third, the shortcomings and suggestions
First of all, unfamiliar with the hotel situation and service process. Either it is a
half-baked solution, or it is a lack of east, so that directly facing the guests can
not meet the needs of the guests. There is not enough preparation for the work
flow and problems that may be encountered in each position. Problems that are
not mentioned or not understood can't be solved flexibly. In short, the transition
from theory to actual operation still does not meet the needs. The saddest thing
is that even some theoretical knowledge is not familiar enough. I want to In the
future work, you should constantly check your own notes, and make
corresponding adjustments according to the actual work, and learn while
working, so that you can recognize your own problems and constantly spur
yourself to progress. Secondly, it is not very good. Transform yourself from the
identity of the student to the identity of the social person. When we first came
out of school, we have more or less different ideas. When life is not in line with
our own ideas, we often complain and even emotionally do things, and we can't
learn to change empathy and role conversion. Finally, at work. Lack of
initiative. During the internship, there were some problems that the leaders did
not mention, even if they were confused, but did not take the initiative to find a
solution. We are accustomed to passive acceptance rather than active learning.
We don’t want to understand something that we don’t know very well. We
always think that we can go on like this. This kind of inertia invisibly affects our
thinking and even asks three questions. At this point, we should deeply review
our own. But the review is often not enough, but we should be shameful and
brave. After we recognize our problems, we will continue to correct them. We will
continue to improve ourselves. Skills are the foundation, and the service that
gives people sweet surprises is the highlight.