2019 College Hotel Internship Report

Thanks to the careful and painstaking arrangements of the leaders and teachers, we were fortunate to visit the Grand Hotel and have a one-week professional internship . For the rookie who has never been exposed to high-star hotels, this is a great opportunity and the best way to learn about star hotels. Close contact with me, such as the second big hotel , I feel very deep inside, there is a kind of "real experience, such as the abyss" practical experience. The description of what I understand and experience is as follows.

Grand Hotel Introduction

Zhengzhou Guanghua Hotel is located at the intersection of Ruida Road and Hehuan Street in the southern part of the High-tech Zone. The traffic is convenient, the environment is fresh and elegant, and the cultural atmosphere is strong. There is no downtown noise and cramped, there is leisure, comfort and tranquility in the scenic area. It was jointly funded by Century Guanghua Technology Co., Ltd. and Zhengzhou High-tech Industrial Development Zone Administrative Committee. After completion, Guanghua Hotel is beautiful and full of momentum, and has become a high-tech enterprise integrating catering, accommodation, conference, office, fitness, leisure and entertainment. The only high-end luxury business hotel in the district has become one of the landmark buildings in the western part of Zhengzhou.

1. Green Hotel:
Advocating nature and protecting the environment have attracted more and more attention. With the strengthening of supervision of environmental protection work in China, and the development of relevant guidelines and systems. And people have put forward various requirements for the consumption of hotels, hoping to get better and better services to ease their busy work pressure, especially in this regard, the desire for green consumption is constantly strengthening. Moreover, many environmental experts are also striving to appeal to the hotel's green consumption, constantly improving the hotel's natural and cultural environment and reducing the white pollution brought by the hotel. Therefore, the green hotel "has become an inevitable choice for sustainable development. The green activity for the hotel itself, on the basis of cost control as the core, can make a new level of management, the business philosophy has The qualitative leap, while improving the public image and popularity of the hotel, marks the grade and taste of the hotel.

Although some hotels are mainly for the reception of business, conferences and other guests, the dependence on tourism is not very obvious, but in general, the development of the hotel industry is inseparable from the development of tourism, and the development of tourism. The protection of the environment is inseparable, and the hotel industry also provides support for the tourism industry. The hotel's supporting role in tourism is manifested in two aspects: First, the hotel provides the necessary infrastructure for the tourism industry to meet the basic needs of tourists' accommodation, catering, etc. Second, maintain and improve the environmental quality for the development of tourism. To meet the needs of tourists to watch, relax and entertain. From the current development, the support of the hotel industry to the tourism industry is more obvious on the first level, while the support on the second level is not strong enough. Many hotels not only have no supporting role, but because of the construction and The operation caused environmental pollution in the scenic spot, which caused the scenic spot quality to plummet. The destruction of the environment is ultimately the destruction of the hotel industry itself!

2. Quality of service

For the service industry such as hotels, service quality is undoubtedly one of the core competitiveness of the company and the lifeline of the company. The high level of service quality not only impresses the customers, but also lays the foundation for their visit again. Customers feel more honorable and establish a good brand and image for the company. In Kaiyuan, we see that hotel leaders attach great importance to the improvement of service quality. Even for our short-term interns, they must undergo strict etiquette training before they can be employed. Employees follow up training and guidance to continuously improve and improve their business quality and level. Department managers and supervisors often say to us: "Your every move represents our Kaiyuan, your image is the image of our Kaiyuan." It will never be wrong, it will only be us.". Only a sincere service will bring a smile to the guests."

3. Hotel culture

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.

In any corner of the hotel is a courteous service staff, standardized operation, professional smile, courteous attitude, so that guests are free from the ceremonial culture. Individuals in society are always influenced by the surrounding people. The so-called people are divided into groups. The ceremonial culture not only enhances the quality of the hotel, but also affects the guests beneficially and enhances the quality and conservation of the whole society. When you arrive at a new location, you can't wait to learn more about the local culture, customs, and landscape features. The hotel people should be very familiar with this. The hotel is just a single building. Only in the context of the region, he has a rich heritage and a cultural background. For foreign guests, they come here or for the landscape features of this place, or for business, basically do not come to a separate accommodation. Therefore, the hotel needs to have a function that can provide guests with as much convenience as possible by virtue of the landlord's identity. For example, introduce local tourism resources, such as the direction of the local business office. In this way, the hotel really becomes a window for the local to communicate with the outside world. There is also a kind of “solution culture”, which is the ability to help customers solve problems. The golden key culture is typical, satisfaction and surprise, and accomplish impossible tasks.

4. Internet Marketing <BR> What does the Internet bring to hotel marketing?
It is a good information platform. In an information age where information is abundant, real-time communication, and the market is accelerating, the hotel can no longer think or solve today's problems in the way of yesterday. It cannot use the traditional methods of the past to operate today's business. The Internet has accelerated communication and understanding between people. Information has become more important than ever. Whoever takes the first step in information will lead the market. The hotel promotes corporate image through the Internet, which is faster, clearer, more comprehensive and more interactive than previous publicity methods, making the intangible service tangible. The hotel can use multimedia technology to dynamically display the hotel's overall facilities, interior decoration, and various special services on the Internet. Guests can get to know the hotel faster and more easily, and they can get visually visualized and enjoy the immersive feeling in their home or office without leaving home. The hotel can provide the information needed by the guests in a more detailed and thoughtful manner, and the two sides will reach an interaction. However, the hotel should be "honest" while promoting. The pictures and promotional materials of the hotel on the Internet should also be consistent with what the guests saw at the hotel, even exceeding their expectations. The price published by the hotel on the Internet is consistent with the offer in all other ways, giving guests a sense of trust in the hotel. It adds a competitive marketing tool to the hotel.

The hotel's website is a window of the hotel on the Internet, similar to the role of traditional business cards, but it is a more cost-effective way of advertising than traditional magazines, television, newspapers and other forms of advertising.
The website of the hotel group allows guests to see the situation of each hotel in different regions of the group on the website, to understand the room and price information of each hotel, to make online reservations, and to be satisfied with the “one-stop service” provided by the group. Group hotels can achieve online resource sharing. Internet marketing is even more helpful for individual hotels. Before the Internet, the hotel chain has a sales network all over the world, and has its own independent reservation system, which has a certain monopoly advantage in the source. At this time, the single hotel is not competitive, but with the Internet, the single hotel can cooperate with the reservation network to achieve resource sharing and benefit sharing. In addition, single hotels can be more flexible in the face of market changes, and can quickly adjust their response strategies according to market changes. Although the relative chain hotel has an overall marketing model and strategy, it can form a sensational effect, but it is not suitable for all markets, and it is often prone to suffer from “soil and soil syndrome”.
It allows the hotel to see many new opportunities.
The arrival of the Internet has brought a lot of convenience to the hotel. It is more efficient, less costly, more accurate, and more interactive. The Internet helps hotels expand their potential customers' markets and makes global marketing possible. The Internet breaks the limits of time and space and covers the entire world. The hotel can quickly transfer its information to the rest of the world via the Internet. Customers around the world can also browse the Internet and get all the information from the hotel right away, even completing the online purchase immediately. Internet marketing has expanded the hotel's market reach and greatly improved the hotel's marketing capabilities. .

Through this one-week short-term resident internship, I have a more comprehensive and intuitive understanding of the hotel's business process. Recognize the importance of management practices and lay a solid foundation for future theoretical studies. At the same time, here I am loyal to the leaders and teachers who are loyal to us for their hard work and tiredness. Thank you for their selfless cultivation and high hopes for us. We will continue to improve our cultural literacy and all aspects of our ability to make due contributions to society.