Based on my overall planning, I decided to choose a hotel for my internship. After drawing lots, I chose a five-star hotel, which is an ideal hotel I hope to know and learn. This is the only five-star hotel in Nanning-Grand Mercure Hotel.
This name is well known to Nanning residents and even to Guangxi as a whole. Coincidentally, Mr. Chen, the general manager of the hotel, was invited to give a report to our school, only to learn that the original Mingyuan Xindu Hotel was built in 1995, which was a "nine-star" hotel-consisting of a four-star Mingyuan Hotel and a five-star Xindu Hotel. Teacher Chen's vivid and powerful report further stimulated my desire to know more about this hotel-are their words consistent with their deeds? Are there still any problems to be solved? I even began to wonder what I could learn in this hotel.
So what exactly is this hotel like? What is worth learning from? What else needs to be improved? How do I feel? Then listen to me slowly.
Part I: Chinese food department
The catering department of Mingyuan Xindu is roughly divided into the following departments: Chinese food department (including Yue Xuan, multi-function hall and 6 boxes), western food department (including garden restaurant and cafeteria) and wine department (including lobby bar, bar, Chinese food bar, western food bar and cafeteria). We 10 people are divided into three groups, which are in different departments and change departments every 20 days, so that we can have a more comprehensive understanding of the service, sales and management of the whole catering industry. We feel quite satisfied with this practice of the hotel, which is exactly what we want.
The four of us were first assigned to the Chinese restaurant-"this is the hardest department in the hotel catering department!" " "Before we started working, we heard someone tell us this in private. It seems that I really need to be prepared!
The work of the Chinese restaurant is indeed as the predecessors said-"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. Dirty, heavy and tiring jobs such as moving tables and chairs and laying carpets are all the jobs of our waiters. What is even more incomprehensible is that the working hours of the hotel are 9 hours, and there is about 1 hour overtime every day (no overtime pay). I don't know whether this work and rest system violates the labor law, but as a flesh and blood person, everyone has his own minimum bottom line, because after all, people are not machines and can use them at will. The first three days at work are really painful. Every day except work or work, my feet are the most wronged. Standing for nine hours every day caused a serious protest on my feet. The first thing I do after work is to find a place to sit down and rest. The gap between desirable humanized management and cruel reality can be seen from this.
Another thing that embarrassed me was that the uniforms of the waiters in Yuexuan were really simple. Because the hotel didn't have any extra clothes for a "tall and powerful" boy like me, they simply asked me to wear pants and a white shirt, even saving the vest and bow tie. This dress made me almost a waiter and a guest, so that once I was ready to provide services for a meeting, I was greeted by a guest who thought I was attending the meeting!
Employees represent the image of the whole hotel, which is a very important aspect of hotel VI design. A good employee uniform can not only make employees more energetic and improve work efficiency, but also reflect the internal culture of an enterprise. Enterprises without culture are just like people without souls, just walking dead. How can enterprises without morale benefit?
However, what makes me happy is that most hotel employees are very warm and friendly. They are not cold and blunt to us because we are interns. When we are 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 perspective, because they are telling "the voices of ordinary people." This is also one of the qualities that hotel leaders lack most!
In this way, the days of Chinese restaurants came to an end day by day. In these days, I really learned a lot: besides the service procedures and skills of Chinese catering and the characteristics and types of Cantonese cuisine, 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, how to adjust my mentality, and more importantly, I know that a waiter should have a strong sense of service. In a chat with a department manager, the manager mentioned service awareness, and I agree with him very much: "Service awareness not only requires waiters to have the concept and desire to provide quality services for their guests, but also should have the same awareness for their colleagues." Yes, this is the true meaning of "service consciousness", and this is the embodiment of a waiter's real quality.
Part II: Western Food Department
The name of the western restaurant in Mingyuan Xindu is "Garden Restaurant"
Restaurant ",I think it may be because there is a small artificial garden outside the restaurant. The environment in the restaurant is quite comfortable. This is a typical western restaurant. The restaurant is divided into smoking area and non-smoking area. However, it can be done if we can put some handicrafts or murals with western art in the proper position.
It can attract more guests and let foreign guests from far away have a feeling of returning to their hometown.
Compared with Chinese restaurants, the management of western restaurants is completely different, and the service procedures and staff management are much stricter than those of Chinese restaurants. When I first came to the western restaurant, I felt as if I had unloaded a heavy burden, because the work in the western restaurant was so easy! You hardly need to do anything, even if you do, it is the simplest task: washing dishes, removing tables, setting tables, etc. It's far from China restaurant. But in a western restaurant, you have to stand even if you don't do anything, which makes people feel that time passes very slowly and their feet start to protest again. Sometimes there are more waiters than guests in the restaurant, and everyone looks at the guests eating together, which makes them feel very uncomfortable. Therefore, it is suggested that managers of western restaurants can make flexible arrangements, such as letting employees take turns to rest. When there are few people, two waiters are enough. Let everyone take turns to rest, which can not only reduce foot fatigue, but also create a harmonious environment. Why not do this?
The service of western food is very different from that of Chinese food, which often makes us interns not know what to do and how to do it well. But what puzzles us is that when we were internship, the hotel was just training some new employees, but the hotel just wouldn't let us participate in the training. This makes us very dissatisfied. Why not give us training? Although we only do short-term internship in the hotel, we are here to study in the hotel. Should the hotel give more consideration to our interns?
Part III: Wine Department
Finally, we came to the last stop of the internship: Liquor Department. As the National Day holiday and internship ended one week ahead of schedule, our last stop was very short, which added up to only one week.
I don't know what to do on my first day in the wine department. A broad day has passed, and we are like headless flies, and we don't know what to do. The last colleague came over and told us to clean our glasses, only to find out. But I don't know where to go after cleaning the glass. Alas, it seems that the feeling of being abandoned is really not very good.
The busiest time in the wine department is probably at night, I think. Because it was the peak season of the hotel at that time, wedding banquets were held in the guest box or on the big table almost every night, so we headless flies finally had a place to pour wine for the guests. Over time, we gradually realized that our main job is to help the guests in the stands clean cups, set glasses and pour wine, but we don't know anything about how to make cocktails and how to grind a good cup of coffee. This is really a pity.
The time in the bar is really too short, so I won't comment much, but I can say without reservation that not only this department, but also other departments make me feel that the hotel lacks a corporate culture that can unite people's hearts, which is different from other hotel restaurants. This culture gives every hotel a sense of deja vu, a sense of cloning, and this culture,
Part IV: Summary.
These are some of my feelings during my internship. Generally speaking, from my two-month internship, the management of this hotel can be summarized as follows:
One,
The traditional attitude towards employees should be changed. People are the main body in management, and all managers are small and should be grasped. The relationship between superiors and subordinates in management is only a division of labor, not a relationship between ruling and being ruled; On the contrary, the modern management concept tells us that management is a special service. Only when managers serve their subordinates well and help them make outstanding achievements in their work will managers have their own management achievements. The management of modern enterprises must adhere to the "three gods", namely: market, customers and employees! An old employee said to the leader in the hotel BBS: "Be kind to employees and be a good leader. Remember, you can't manage all machines. " I think this may be what every employee wants to say to the leader.
Second,
Enterprises lack a spiritual corporate culture that can unite people's hearts. A nation has its own national culture, and an enterprise also needs its own corporate culture. Corporate culture construction is not dispensable, but necessary for the survival and development of enterprises. When the enterprise is facing various challenges, it needs Qi Xin, the owner of the enterprise, to work together and unite to overcome the difficulties. For enterprises that don't have a good corporate culture, they are usually fragmented. When something happens, they will think about their worries, but no one really thinks about the development of the enterprise. In other words, they just don't integrate themselves into the enterprise. It can be seen that the construction of corporate culture is a necessary guarantee for the survival and development of enterprises.
Third,
Enterprises lack effective incentive mechanism and promotion system. In the hotel incentive mechanism, too much attention is paid to material incentives, while spiritual incentives are ignored. In fact, in addition to traditional rewards and punishments, there are many incentive methods that are worth learning from our managers. Sometimes, a smile or a compliment from the leader is more effective than a salary increase reward!
The above are some feelings and thoughts of my internship. As a feeling, there may be many subjective traces, but only employees can truly appreciate this feeling. Therefore, I hope that managers can consider employees more than the interests of the hotel before making a decision. Only in this way can more employees support them. Finally, I would like to thank the hotel for providing such internship opportunities and the teachers for their help. I wish the hotel better and better.