Practice summary of hotel coffee shop

Two years of college life passed by in a hurry. With the excitement and expectation of internship, I chose Shanghai with developed economy. At the same time, in order to learn more systematic and professional management knowledge and skills, I chose Sheraton Hongqiao as the Pacific Hotel. Through six months' internship in It' Hotel, I learned a lot, not only in theory and work, but also in life, which made me deeply feel the importance of internship. Below, I will summarize my learning experience in the past six months through several summaries.

I. Interview

After two days and two nights of train, we arrived in Shanghai on the morning of June 1 1. After the intermediary teacher settled in our accommodation, he took us to the hotel for an interview without stopping. At this time, we insisted on preparing the interview materials as quickly as possible, dressed ourselves up and went to the hotel with the teacher. After going to the hotel, the personnel of human resources department collected our information and informed us of the interview in the afternoon. In the training classroom of the hotel, after the afternoon, we will arrange interviews with relevant departments one by one through the departments we choose. I chose the front desk. After waiting outside the front office manager's office for a while, the manager let me in. He asked me why I chose the hotel and lobby, and then asked me to introduce myself in English. After driving for too long, my mind went blank, so I simply said a few words. You can tell from his expression that I have failed. Sure enough, the HR people told me to wait, saying that I failed the interview and asked me whether to choose the front desk of another hotel or other positions in this hotel. Finally, I weighed it, chose the food and beverage department, and then arranged a second interview. The manager of the catering department is a foreigner. When I went in, he kept speaking in English, and my mind went blank. I don't know anything, so he had to ask his secretary to translate for me. Only then did I realize how important English is. Mastering a foreign language has become a necessity for work.

Second, training.

After two days of training, we have a general understanding of the cultural background of the hotel and Starwood Group.

Starwood International Hotels & Resorts Management Group is a world hotel management group, which has always been famous in the world hotel industry for developing and operating high-quality holiday services. It has more than 900 hotels and resorts in 95 countries and regions. There are many internationally renowned brands: Sheraton, Four Points by Sheraton, Westin, St. Regis, Select, W Hotel, Le Meridien, Yalexuan, Element Hotel, etc. Starwood is an international hotel management group, which develops and operates high-quality hotels and holiday services. Sheraton is a hotel brand owned by Starwood, with more than 400 hotels in more than 70 countries and regions.

Sheraton Hongqiao Hotel Shanghai put into trial operation on 1 September, 9901day. It was named Shanghai Pacific Hotel Co., Ltd. and officially opened on March 23, 1992/kloc-0, which led to the management of Westin, a hotel brand under Starwood International Hotels and Resorts Management Group. From June to 10, 2002, the hotel was renamed Sheraton Shanghai Pacific Hotel, which was operated by Shanghai Pacific Hotel Co., Ltd. ... Sheraton Shanghai Pacific Hotel became one of only 12 Sheraton Haoda hotels in the world after the five oldest luxury hotels with a history of ten years in Shanghai.

The hotel is located in the comprehensive transportation hub of Shanghai. It can easily reach not only Hongqiao International Airport and Pudong International Airport, but also the new Pudong International Convention and Exhibition Center and Jiading's F 1 runway. It is close to Shanghai International Trade Center, Shanghai World Trade Center and shopping center. There are many office buildings and high-grade apartments nearby, which provide perfect services, high-quality rooms and facilities and a good environment for people engaged in business and leisure. Located on the 27th floor, the hotel has 297 comfortable and luxurious rooms, including 100 suites. In 2008, the hotel officially joined Starwood International Hotels and Resorts Management Group, which directly operated and managed it, and officially changed its name to Sheraton Shanghai Hongqiao Pacific Hotel.

Besides a strong background, culture is the essence of an enterprise. The core value of Sheraton brand embodies humanity, and it constructs Sheraton's values with warmth, intimacy, connection and * * * sharing as its core. When we treat our work with the belief of "I make it unique and I represent Sheraton", we understand the success factors of Sheraton employees-establishing contact with guests, belonging to the Sheraton family, paying attention to practical results, changing and growing. At the same time, Starwood's care is also surprising. Modern social organizations are increasingly advocating humanized management, and the concept of "people-oriented" has undoubtedly been established in China. Since the implementation of starwood care in this hotel, different things are changing every day, employees are smiling more and being more considerate to guests and colleagues. Although it is becoming more and more routine now, some people say that "what you say is better than what you say", this hotel is different from ordinary hotels without the care of Starwood. Starwood Care creates an atmosphere for its employees, and the corporate culture it creates is far greater than its own value.

At the top, six horses are widely implemented, and six horses are a good thing. Open source and reduce expenditure, reduce unnecessary waste. In order to train their own professional hotel managers, Starwood Caring Management College was established. The certification course of Starwood Caring Management College is divided into four stages, namely: Tur 1 (employee transformation supervisor); Tur 2 (supervisor transformed into manager); Tur 3 (the manager becomes a member of the executive committee); Tur 4 (executive Committee member transformed into general manager) Starwood Care Management College aims to train managers and successors for Starwood hotels. The certification process of each course is very rigorous: before each course, students will interview their line managers and sign performance contracts. On the 30th day, 60th day and 90th day after the training, the line manager and employees will hold three meetings on the performance contract respectively to confirm whether the trainees have made progress in the performance stipulated in the contract. Once the students' test scores are above 80, and they have successfully passed three performance contract meetings, they will get the certificate of completion of this course.

Starwood Group has considered two basic aspects and six performances when designing and implementing Starwood Care: the two basic aspects are: understanding customers and competitors; These six manifestations are customer experience, flash moment, appearance, behavior, conversation and preparation. The steps to provide a star-rated experience for customers are as follows: first, understand the customers; On this basis, learn more about our competitors; Then, describe the star experience we will bring to our customers; Then, describe our customers' journey, from the beginning to the end, and list our flash moments; Then, at every flash moment, list how we do in appearance, behavior and dialogue; Finally, we are ready to provide our star service. This is what I know about this hotel and its management team.

Third, the work content

In our school, another girl and I were assigned to a coffee shop. As we all know, "this is the hardest department in the hotel catering department!" "Before we started working, we heard someone tell us this in private. Therefore, we are psychologically prepared to meet the challenge.

The work of the coffee shop is indeed as everyone says-"hard work!" The hotel has not set its own job responsibilities and job descriptions for waiters, although this is the most critical link in human resource management of modern enterprises. In the impression of employees, their job is to listen to the tasks assigned by the foreman every day, listen to the leadership at any time, have no fixed job, or the waiter can do anything as long as necessary! Set the table, fold the cloth, pass the food, serve the food, and remove the table. In addition to the so-called necessary work, you have to work part-time as a handyman. Although the working hours of the hotel are 8 hours, and we have to work overtime for half an hour every day to about 1 hour (no overtime pay), after communicating with the manager, the manager also asked us to fill in the overtime form properly. At the same time, we often go to the early shift (5: 30 to 14) and there is no early shift subsidy. As an intern, I did everything. The first two weeks of work are really painful. I have to go to work or work every day, which is very grievance. Standing for 9 hours every day makes my feet serious. The first thing I want to do after work is to find a place to sit down and have a rest. There are many blood bubbles on my feet. Suddenly know that there is a gap between ideal and reality. But after several months of training, I have also adapted to these difficulties, and at the same time I know how to arrange my time reasonably and improve my efficiency in the process of work.

Besides, most hotel staff are warm and friendly. They are not cold and blunt to us because we are interns. After being tired, a sweet smile from colleagues and a common "hard work" will move people. It seems that employees themselves can best understand everyone's feelings, because they can look at the problem from their own point of view, because they speak "the voice of ordinary people." At the same time, the manager is also very concerned about us and always asks us to ask any questions or difficulties, which embodies humanistic management and makes us foreign interns feel very warm.

Through the internship in the coffee shop for half a year, I learned a lot: in addition to learning greetings and telephone appointments, I also learned and understood different things in specific work.

Our working hours are mainly as follows:

A02 5: 30 —— 14:00

A03 6: 00 —— 14:30

s 5 1 7:00—— 1 1:00 15:00—— 19:30

B09 14:30—— 23:00

Our job responsibilities are as follows:

When making a buffet, my job responsibilities are as follows: 1. Add bowls, plates, juice, juice cups, chopsticks and spoons. Go to the buffet table in time to ensure that guests can have a smooth meal; Second, clean the buffet table to ensure the cleanliness of the buffet table; Third, wipe the knife and fork, fold the cloth, and prepare the ornaments on the guest table; Fourth, replace parts and settings after preparation; 5. Clean the coffee machine, juice bucket, etc. These are all things that people who make buffets should do. We came during the World Expo, and the room rate remained high. We serve 500 to 600 people every day, so it is better to run faster than to add things. We are so tired that we have to rest for an hour every day before we can go home. My feet are covered with blood bubbles and my arms are trained. Later, I gradually got used to it, and I was able to arrange it properly, and my strength also increased a lot. I am no longer that skinny little girl who can't do anything. Although making a buffet seems to be manual work and miscellaneous work, I have learned breakfast dishes from it, I can be familiar with the breakfast menu in our coffee shop, and I can introduce the table dishes to the guests smoothly. This is my harvest. The second gain is muscle, just like exercise.

In the process of watching the station, my duty is: 1. Prepare coffee and tea for guests and pour coffee and tea for guests; 2. Laying, closing and cleaning tables; Third, prepare tableware such as coffee cups, coffee plates and coffee spoons; Making basic coffee and tea: single or double espresso, cappuccino, coffee latte, iced coffee, iced tea, D-coffee, etc. 5. Customer service orders, etc. By doing the station, I learned how to use Starwood's standards to serve the guests and understand the whole service process and standards. At the same time, it also requires us to master the knowledge of menus and hotels quickly and skillfully, as well as the arrangement of tableware and the method of changing different dishes into different tableware. In this process, I have more opportunities to communicate with guests, and I also find that my disadvantage is that English is not very good, so English is the direction I should work hard.

As a moderator, my job responsibilities are: 1. Greet guests; Second, sit down for the guests; Third, help guests pour coffee and tea; Fourth, introduce the relevant dishes and their placement on the dining table to the guests; 5. The guests leave in time; Sixth, answer the guest's reservation. Through the hostess, I understand the importance of smiling and greeting. When warmly welcoming guests, their hearts feel warm, which reflects the value of service consciousness. Here, I learned to face life with a smile and light up life with service.

In the process of being a cashier, my main responsibilities are: 1. Make bills for guests and pay bills for them; Second, discount, score and invoice for guests; 3. Daily turnover summary, project report cancellation, bill settlement, homework, cash payment and discount member information registration; Fourth, salary tips, payroll signature forms, etc. 5. Exchange money, invoice paper, POS machine paper, etc. After all, the cashier's job is to deal with money, and careful responsibility is essential. In the process of being a cashier, I learned how to sort out bills quickly, how to grade guests, how to give them discounts, and how to accurately provide the answers when guests ask about discount cards and coupons. This is a job I have gained, which keeps me awake at all times and does my homework carefully and patiently. No matter what I do in the future, I will bring such a serious attitude to my present life and future work.

Besides improving my skills, I can also learn some things that are difficult to learn in class: how to deal with my own interests and the interests of hotels, how to deal with interpersonal relationships among colleagues, and how to adjust my mentality. What I realized is that a waiter should have a strong sense of service.

Fourth, the internship summary

These are some of my feelings during my internship. From my six-month internship, I can roughly sum up the following shortcomings:

1, its own shortcomings

Through this internship, I found my own shortcomings. In terms of language expression ability, I still can't communicate fluently with guests. There are all kinds of guests in the coffee shop, which can be reached by guests from almost all over the world. Most of the coffee shops are foreign businessmen. Because their spoken English is not very good, they can only communicate with guests in a few simple English. In many cases, they understand what the guests say, but they don't know how to express it in English. Moreover, due to my hotel work experience, I often don't know how to deal with the various requirements put forward by the guests, which leads to various small mistakes in my work and brings a lot of inconvenience to my colleagues. However, mistakes are not terrible. The most important thing is to correct it in time and take a warning. If you don't make similar mistakes again, you will make progress. So I often ask my colleagues for advice, learn from them with an open mind, constantly reflect and summarize, accumulate experience and lessons, and strive to improve my adaptability and communication skills, so as to do my work better.

2. Problems in the hotel

Personally, I think there are problems in hotel management, staff training and staff recruitment.

First of all, the space of the coffee shop is too narrow, which makes it inconvenient for the hotel to expand. The theme building is magnificent and luxurious, but after more than 20 years of development, the building has been dilapidated, and many hardware facilities can't keep up with the development of modern hotels. These potential factors will greatly restrict the development of our hotel and the competition of other hotels. However, the hotel is gradually undergoing renovation and reorganization, and this problem is being solved.

Due to the high turnover rate of employees and the frequent turnover of regular employees, it is difficult to improve the service quality of hotel employees. Although, in terms of human resources, hotels have long-term interns, and when business is busy, they will also hire part-time jobs through some intermediary companies. However, after the internship, everyone had to go home separately and had to recruit new employees to start over, which caused the loss of human resources. It increases the cost of the hotel, which is the defect of human resource management.

There are still some problems in hotel training, and some training things are not very practical. So I think we should do an employee survey, which is in line with the actual situation, and then make a specific training plan.

Verb (abbreviation of verb) employment prospect

This internship brought me into contact with the society in advance, experienced the bitterness and joy of work, learned knowledge that books can't learn, understood the current employment situation, and had new thoughts and new views on my recent employment, which gave me the opportunity to adjust my employment mentality and employment planning. Internship is actually a kind of work exercise. After the internship, you should have a deeper understanding of your own abilities and hobbies, and also know your own shortcomings. You should constantly improve yourself and prepare for your employment goals. Don't be arrogant and be prepared to accept the challenge. I believe that through my own efforts, I will make greater progress, and I also thank the schools and hotels for giving me this internship opportunity.