Throughtheirownefforts,naturallygetgoodresults,butstillinadequate,inthefutureworkwillcontinuetolearn,andconstantlystrengthenandstriveforbetterperformance
IJuly20,20__-October31,2010toGuangzhouCityPhoenixhotelinternship,thistimeIhaveagreatharvest.Hotelserviceisamixtureoftangibleproductsandintangibleservices,thehotelservicequalityevaluationcriteriaistheguest's"satisfaction."Guestsinthebuyer'smarketshouldtakethecustomerdemandasthestartingpointofthemarketingwork,thelobbyonbehalfofthehotelandgueststomeettheneedsoftheguestsofthehotelservicestoacceptcomplaintsfromcustomerstosolvecustomerproblems,isthehotel'snervecenter.Itisbasedonthese,thestatusandroleofthelobbyisparticularlyimportant.Althoughthefrontlobbyisnotthehotel'smainbusinesssector,butthehotel'smarketimage,servicequalityandevenmanagementlevelandoperatingefficiencyhasacrucialimpact.TheFrontOfficeisthecrowningtouchtohotelmanagement.ThroughthisinthePhoenixhotelclosetofourmonthsofinternship,Ibenefitgreatly.Thehotelistantamounttoamicrocosmofsociety.TheinternshipisundoubtedlyforthenearfutureintothecommunityIprovideanimportantopportunity.
1,toimprovecommunicationskills:Asafrontdeskreceptionist,asthehotelfront-linestaff,andtheguestscontactisfacetoface,isthemostdirect.Oftenreceptionistwordcanaffecttheguestsonthehotel'soverallimpression,andevenaffectthemoodoftheguestsallday.Howtomakeyourownlanguagesothatguestshearcomfortable,happytohear,asafrontdeskreceptionistmustlearnthecourse.Ofcourse,communicationisnotlimitedtotheguests,butalsobetweencolleagues,oreventothehigherlevel.Peoplecannothelpbutnothaveemotionalvolatility,butthisemotionalfluctuationstendtoaffectthemoodofothers.Howtoadjusttheirownmentality,withthebestattitudetofacetheguests,thefaceofcolleaguesorevensuperior,howtobringsomeonethebestsmile,everydayIseriouslythinkabouttheproblem.Inthisinternship,Inotonlyincommunicationskillshavebeenimproved,butalsolearnedhowtoadjustthementalityofself.
2,emergencyresponsecapacitytoimprove:workinthefrontdesk,everydaymustbereadyforbattle.Becauseasafrontdeskreceptionist,everydaytoreceivedifferentguests,inthefaceofdifferentevents.Guestscannothelpsomeguestswillnotbepolite,andeventhereceptionistwillbeoutrageous.Facedwiththissituation,howtoappeasethefeelingsoftheguests,butalsotoprotecttheinterestsofthehotelanditsownsecurity,formeisanothertest.