[Boutique] Hotel Food and Beverage Department Internship Report

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

1, submit the menu and order and drink

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.

[Boutique] Hotel Food and Beverage Department Internship Report

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