Hospitality Internship Experience Report

This assignment is a report on the author's experience during a hospitality internship. It outlines the training received, focusing on customer service techniques and organizational brand representation. The report also reflects on the impact of the internship and provides recommendations for enhancing future experiences.

University
Work based experience
By
Date
Name
Lecture’s Note

Work based experience
Contents
Introduction.................................................................................................................................................3
Task 1..........................................................................................................................................................4
1.1 research and evaluate suitable organizations that could provide industry experience.....................4
1.2 Negotiate with work and academic supervisors a proposal for the work experience.......................5
1.3 recognize the business constraints on the work experience offered.................................................6
Task 2..........................................................................................................................................................7
2.1 agree and priorities the tasks and responsibilities involved in the work experience.........................7
2.2 Produce a plan for the work experience............................................................................................9
2.3 The benefits of the proposed activities to the business and the learner.........................................10
Task 3........................................................................................................................................................11
3.1 fulfill specified requirements of placement conforming to all related codes of practice.................11
3.2 produce systematic records of work undertaken............................................................................12
3.3 Revise the initial plan as required....................................................................................................13
3.4 Make suggestions for the improvement and review this appropriate supervisor...........................13
Task 4........................................................................................................................................................14
4.1 Produce evidence of how you have monitored your progress on the job against your original
proposal.................................................................................................................................................14
4.2 Show how you have evaluated the quality of your performance on the job...................................15
4.3 Reflect on your work experience and analyze the learning which has taken place.........................15
4.4 Make recommendations on how your work experience could have been enhanced......................16
References.................................................................................................................................................17
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Introduction
Dealing and working with any leading organization is experience and achievement of a lifetime
and with the help of professional attitude, it is enhanced along with the professional behavior
could also develop and improved through the experience. An intern or newly appointed
employee may be facing some issue and challenges in the working environment which could be
assumed, and in an effective manner before getting the job into the company, the employee
needs to do a mental preparation. In the context of the hospitality industry, the study of industry
experience will be explained and justified. In addition, the most important roles and
responsibility which an intern required in order to take on account of special consideration. In an
articulated manner, the present scenario of improved learning activity will also explain after
completing of an internship program(Wiseman, 2010).
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Task 1
1.1 research and evaluate suitable organizations that could provide industry experience
Accor Hotel is one of most suitable organization which helps to gain the appropriate industry
experience. On the other hand, different types of operations in a wide range are included in the
Accor hotel, and with the help of international appearance, numerous opportunities are enhanced
to develop confidence and professionalism of an intern. Besides that, there are different types of
fields available in the hospitality industry to develop the industry experience in a proper manner
of an intern.
Food and beverage management: dedicated knowledge and skills could be developed and
experienced in this department of Accor hotel. An intern can gain knowledge about the
presentation food making process which is a scientific food technology in a possible proper way.
Moreover, managing and controlling the food and beverage management can be considered as a
high level of hospitality industry experience(JOMES, 2003).
Room management: with respect to managing room occupancy, the room management could
provide tremendous knowledge to an intern who can be considered as high-level industry
experience. In addition, an intern has also some knowledge which helps to manage profit
generation capability. The maximum profit could be generated by ensuring the room
management in front of managers which can be measured as the most challenging issue for an
intern.
Finance management: in the case of the hospitality industry, the financial management is
playing an essential role at very large scale. Accor hotel includes enormous techniques and
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complexities which are easy to recognize and understand which an additional part of the industry
experience is(Humes, 2014).
Human Resource management: with the contribution of Human resource management, the
industry experience could be improved and developed as well. Besides that, the role of efficient
human resource department includes various types of cultural diversity which need to be tackled
in an effective way. Moreover, Accor hotel also enables an opportunity to gain knowledge in
some operational activities such as reservation management, front office handing, room service
and concierge services. Thus, Accor hotel effectively includes a wide scope of learning about
industry experience that can be developed at a huge scale (Kramar, 2013).
1.2 Negotiate with work and academic supervisors a proposal for the work experience
It is my humble request that I want to get linked your respected and famous hotel in order to
develop my industry experience which is directly related to managerial skills and experience.
Please kindly allow me to begin my training session in the training batch of your hotel which is
particularly devoted to interns or students (Kramar, 2013). Talking about my educational
qualification, I got graduated with the certificate of hotel management, and I also have little
amount knowledge about the field of hotel management. In order to get the experience of the
working environment at international level, Accor hotel could be very helpful for me. Moreover,
I want to work as an intern or trainee under the training period of three months of Accor hotel.
One of the interning areas of hospitality field is the front desk or reception which includes some
major responsibilities like handling customer's queries, managing availability or information of
rooms and maintain the connection between lower staffs and managers of the hospitality
industry. In other sense, the front desk jobs are my preferable place of work in Accor hotel. This
types of the job help me to carry out effective learning experience with respect to collaborative
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manner. Besides that, in an appropriate manner, my managerial skills will also be developed
through the front desk jobs(Collier, 2015).
The room allocation process and queries of customers both types of work can be managed by
me. Along with that, I will like to learn different types of duties and roles of a manager who is
appointed in front desk with respect to handle the areas of concern of his/her preference. In other
sense, I would like to get direct training from the front desk manager of your hotel, and I will
assist him/her with the work. In order to deliver excellence in work, it would help me out along
with some measurement such as energetic and dedicated work approach. As a result of this, the
level of my industry experience and skills will be increased on a huge scale. Apart from that, one
of the major role and responsibility is that effective coordination was making with cleaning staffs
to get accurate information about room availability for activities in front desk. Another important
duty of myself is to help the customer by providing suitable feedback for their queries along with
decent behavior(Collier, 2015).
1.3 recognize the business constraints on the work experience offered
Sometimes interns along with professional are facing different types of issues and challenges in
every work. In addition, the organizational culture is one of the huge issue which can be
considered as the major challenge because it involves pressurized and stressful working
environment. Therefore, Accor hotel is one of the famous international hospitality organization
which includes a large scale of customer accommodation. Due to this types of influence, the
culture of hospitality industry would become more pressurized, and most importantly the
pressure can be experienced by an intern. Another significant issue is that an employee is not
allowed to express irritation or frustration while dealing with customers in front desk. Once a
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customer is treated poorly, the bad impression was created in the mind of the customers which
remains for a very long period. With the help of proper alignment among professional and
personal life, an intern can easily deal with these types of barriers and obstacles(Barrows, Powers
and Reynolds, 2012). On the other hand, due to the huge structure of the business, the further list
of corporate restraints involves different sorts of problems and challenges. Sometimes, the
management of hospitality industry unable to manage and control their operational activities
because there are various types of departments included in the service industry. Moreover, the
departmental integration is very much required to minimize the impact of challenges of the
service industry. Thus, these are some significant business constraints which could be related and
faced to the hospitality industry along with job experience(Hunter and Saunders, 2005).
Task 2
2.1 agree and priorities the tasks and responsibilities involved in the work experience
According to my tasks and responsibilities, I have to focus on the challenging issue related with
customer satisfaction. I already admitted that I have an interest in handing the queries of the
customers and all I want to get customer satisfaction related knowledge and experience which
help me to develop my learning attitude. In addition, with the help interactive communication
skills and work experience, I could meet out the expectation of a customer in a proper and
accurate manner. Major roles and responsibilities are that I have to satisfy the customer with
queries and along with that I need to provide effective support to my immediate supervisor or
manager(Hunter and Saunders, 2005).
My prior roles and responsibility
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In every stage of my internship, development of learning attitude is my most important priority.
 I need to track the data information about the Accor hotel which helps me out in customer
interaction process.
 I need to gather accurate and proper information about the hotel because I help me out in
the process of customer satisfaction.
 I need to focus on the coordination with other staffs of the hotel which helps me to put a
positive impression on my seniors, and my work experience will also develop.
 The customer's query handle is one of the main roles of my job which helps me to
increase my communication skills.
 I have to execute the tasks which are allocated by my supervisor because it is a prioritized
factor of my internship(Qu and Yang, 2012).
 I need to focus on my communication skills which involve high association with
international level of hotel management.
 I also need to learn new languages so that, an international customer can easily discuss
their experience and problems with me.
 The most important responsibility is that I have to obey and follow the regulations and
legislation.
 I have to more careful about any legal aspects and maintain a dairy or sheet for weekly
basis including the signature of supervisor(Qu and Yang, 2012).
Targets to be achieved
 Safeguarding the highest rate of customer satisfaction and customer expectation
 Reducing the rate of errors and hazards in the hotel and work experience.
 Getting more expertise through dealing with the customers.
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 Enhancing new outputs from my work experience which improve the performance of
Accor hotel.
 Presenting proper discipline while working as trainee or intern.
2.2 Produce a plan for the work experience
A complete plan for the work experience will be explained below:
Schedule of training: the training schedule was 2nd July to 29th August 2015.
Location of hotel: Accor hotel is located in Paris, France
Working hours: the schedule of time is oriented 9 hours (10 am to 6 pm).
Transport, arrangement, and meals: a cab of company picked me up and dropped at hotel and
lunch also provided by the company.
Designation: Assistant to the manager as an intern trainee.
Attire: the hotel provided proper dress including company logo which supposed to wear daily
basic.
Different kind of internship programs includes benefits for not only for interns but also for the
business as well. Various types of advantages to being gained by businesses are explained below:
The manager and the supervisors provide effective learning to the interns who help to increases
quality and skills of the trainee for prospects of the organizational success. On the other hand,
during the internship, the company able to recognize most talented and suitable employees. With
the help of effective talent selection, the core competency and opportunities are improved. Apart
from that, different types of recruitment channel and colleges will be developed through accurate
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identification of the selected organization. In this case, Accor hotel can successfully develop the
relationship with my colleges and able to recruit the trainee in coming future. With the help of
this, the management can save a large amount of money which can be utilized in a different way
such as promotional activities and marketing strategies. With the help of different types of
experiments of hotel management can enhance the execution of vocational courses. In addition,
it provides a golden opportunity to introduce innovative ideas and concepts. With the help of
training sessions, the employees of an organization can gathered the information about the
organizational culture and increase their interpersonal capabilities. Most of the companies
initiated the coaching programs in order to analyze the effectiveness of employees(Sandler,
2008).
2.3 The benefits of the proposed activities to the business and the learner
Most of the business farms include trainees including some advantages if they were able to
successful in the course of internship in any kind of international organization. In addition the
employees able to gate a friendlier working environment of international hospitality management
system. Regarding preparation, which is an essential factor into getting enter in the professional
life. The interns are getting more discipline and seriousness from effective training sessions. As a
result, the skills and potential ability to be developed by effective work experience programs.
With the help of work experience, an intern able to get management and leadership qualities
which directly influenced and developed the learning attitude. The time management is one of
the critical systems which includes the code of conduct, discipline, and confidence of a learner
which can be evaluated by students through work experience in hospitality industry. These are
certain advantages which could be determined by a trainee or intern(Allen and Brennan, 2004).
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Task 3
3.1 fulfill specified requirements of placement conforming to all related codes of practice
Apart from that, the permanent placement of a specific internship requires some essentials
regulatory assessments. There are different types of codes of practices implemented in Accor
Hotel which an intern needs to follow. Some major regulatory rules are discussed below
Working hours: The schedule is one of the critical factors according to any em,employee. In the
case of the internship, the working hours is allocated to every intern as eight hours per day
excluding lunch and break time. The training time was very strict as the training was started from
10 a.m and it was ended in evening 6 p.m. in the meantime, late hours for relaxation is allowed
for an individual intern who is a part of the ethical and moral consideration of hospitality
industry. In the case of time-related aspects, the internship might be canceled due to poor
attendance of intern. In other words, punctuality and time management both re significant
aspects of Accor Hotel which includes a high level of organizations rules and regulation that to
be followed by the interns(Harris, 2006).
Payment: While conducting the training session, no compulsion or payment will be provided to
any intern students. But in the case of any profit or other contribution of Accor Hotel will
provide incentives to the students who were more than efficient. In other sense, the management
of Accor Hotel provides additional money to those interns who has the high scale of skills and
abilities that help to lead the organization to success. Moreover, Accor Hotel offers food
facilities and proper transportations system to each and every intern(Harris, 2006).
Equal opportunities: one of the major code of practice which provides equal opportunity to
each and every intern by the management of Accor Hotel. Regarding ethical consideration, the
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company should not include any discrimination within the work. Accor Hotel includes ethical
policies and practices which need to be followed strictly.
3.2 produce systematic records of work undertaken
The systematic records include a significance of recorded data as well as proper an organized
manner. With the help of systematic records, the management of Accor Hotel able to hold a
record of the progress of work of the individual intern. The records need to be secured
effectively by way of proper working schedule, logbook and most significantly the weekly
performance review of interns(Pizam, 2010).
Work Schedule: The work schedule includes the details and knowledge about the complete
work which needs to be done on a regular basis. In addition, the work schedule is also
maintained for the upcoming task which needs to be done later. On the other hand, Accor Hotel
introduces a special sheet which includes proper identification of allocated task which needs to
be performed by the interns. In other words, in interns needs to follow and obey work schedule
in order to complete their internship successfully.
Logbook: The log book mainly a type of documentation process of employees. It maintains the
registrations of each stakeholder of the organization. In other words, the log book is registering
the details of employer, employees and emergency contacts. In order to run the management in a
systematic way, the log book is playing an essential role in the hospitality industry by preserving
accurate details. The log book also includes different types of roles, responsibilities, duties, task,
designations and performance review of different interns(Pizam, 2010).
Weekly review schedule: there are different types of tools and techniques utilize the scheduled
work of a specific week of a month. In the case of Accor Hotel, they are managing a weekly
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based report which contents the details of the progress of an intern. With the help of weekly
review schedule, the management of Accor hospitality industry determines their decision-making
process on the grounds of the continuously progress report of an intern.
3.3 Revise the initial plan as required
According to the revised plan, the roles and responsibilities are increased. The major changes
which have been conducted with the changing working house. According to the majority of time
sifting process, most of the interns prefer the shift between 9 a.m to 7 p.m only for 15 days. The
increment is one of the vital issues which directly interrelated with the work pressure and
workload of different interns. Additional two hours of contribution can successfully manage and
fulfilling the gap(Pizam, 2010). With the help of increment in responsibility, the work experience
is measured through an effective deal with the customers and the business. In addition, the
training sessions also include additional responsibility to meet customer satisfaction. On the
grounds of client expectation, my major duty is to provide sufficient answers and feedbacks of
customer's query. Another duty is to assist my supervisor who has provided practical training to
me. On the other hand, these certain changes can be compared to the initial plan of the
management of Accor Hotel.
3.4 Make suggestions for the improvement and review this appropriate supervisor
According to current reports, Accor Hotel is providing a high edge of customer service with the
help of effective supervising process. In the competitive market of the hospitality industry, Accor
Hotel includes a competitive advantage as its huge brand value (O'Leary, Straits and Wandner,
2004). On the other hand, Accor Hotel can manage a healthy relationship with their international
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customers through effective communication system which is the main part of customer
satisfaction. In addition, the connection between an employee and the management is also
influenced by employee performance of that particular front desk manager. The management of
Accor Hotel needs to focus on their relationships with customers which can be easily increased
by appointing effective employees to proper HR management. The requirement of desk
employees always has a high demand in the market because they hold their individual
significance in different parts of customer satisfaction. The desk employees include some
essential skills and abilities which are the main factor of customer satisfaction. These types of
behavioral approaches or attitudes of the desk employees can be considered as talent,
uniqueness, creativity, skills and attitudes. Apart from that, the customer loyalty and customer
retention are one of the key elements of customer satisfaction. The management of Accor Hotel
needs to focus on their management system which is operated by different types of managers.
The managers of front desk need to train and guide the interns who recently got admission for
completing their internship(O'Leary, Straits and Wandner, 2004). The interns need to follow and
observe the activity of different customers in order to recognize their actual requirements for
increasing their level of customer satisfaction.
Task 4
4.1 Produce evidence of how you have monitored your progress on the job against your
original proposal
The performance and the progress of an employee need to be monitored by Accor Hotel in order
to identify the rate of progress. According to the progress report, I get knowledge and experience
in just two weeks. The organizational culture and its significance both were familiar to me while
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I was working or learning during my internship. I also figured out that time management is one
of the vital keys to impress any manager or supervisor. I continuously maintained my punctuality
by appearing first in any allocated task.
4.2 Show how you have evaluated the quality of your performance on the job
1. Name of hotel which provide training: Accor Hotel
2. Date commence placement: 2nd July
3. End of the training: 29th August 2015
4. Name of placement instructor: J. Brown
After two weeks of joining, I quiet learned the policies and strategies as the rules and regulations
of the management of Accor Hotel. I could assume the mental strategy of my supervisor with the
help of communication skills.
4.3 Reflect on your work experience and analyze the learning which has taken place
During my professional training sessions, I can analyze what are my positive and negative output
which can seriously damage my professional career. In the training session, I learned how to
satisfy a customer as well as how to retain a customer. The behavioral approach or the body
language of a front desk manager is directly or indirectly represent the organizational brand
value. At the end of my internship, I collected a massive information about management strategy
and policies.
4.4 Make recommendations on how your work experience could have been enhanced
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The major recommendation is related to improve the development and to organize related
aspects. As I have good knowledge attitude, so I got knowledge of different by myself. There is
need of guaranteeing that the students should understand the convenience of setting the goals.
The short term goals should be provided to the students, and they need to work as per those goals
and objectives. I believe that the exercise programs should be very simple and all the features
must be explained to students or interns in a clear manner(Jung, Hull and Shamdasani, 2012).
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References
Allen, G. And Brennan, F. (2004). Tourism in the new South Africa. 1st ed. London: I.B. Tauris.
Barrows, C., Powers, T. And Reynolds, D. (2012). Introduction to the Hospitality Industry. 1st
ed. Hoboken, New Jersey: Wiley.
Collier, P. (2015). Accounting for managers. 1st ed. Chichester, West Sussex: John Wiley &
Sons Ltd.
Harris, K. (2006). Hospitality management internship. 1st ed. Upper Saddle River, N.J.:
Pearson/Prentice Hall.
Humes, j. (2014). Financial management. 1st ed. London: BPP Learning Media.
Hunter, I. And Saunders, J. (2005). Transforming HR. 1st ed. London: Thorogood.
JOMES, h. (2003). Weight management. 1st ed. Washington, D.C.: National Academies Press.
Jung, C., Hull, R. And Shamdasani, S. (2012). The Undiscovered Self. 1st ed. Princeton:
Princeton University Press.
Kramar, R. (2013). Beyond strategic human resource management: is sustainable human
resource management the next approach?. The International Journal of Human Resource
Management, 25(8), pp.1069-1089.
O'Leary, C., Straits, R. And Wandner, S. (2004). Job training policy in the United States. 1st ed.
Kalamazoo, Mich.: W.E. Upjohn Institute for Employment Research.
Pizam, A. (2010). International encyclopedia of hospitality management. 1st ed.
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Qu, X. And Yang, Y. (2012). Information and Business Intelligence. 1st ed. Berlin, Heidelberg:
Springer Berlin Heidelberg.
Sandler, L. (2008). Becoming an extraordinary manager. 1st ed. New York: AMACOM.
Wiseman, A. (2010). The impact of international achievement studies on national education
policymaking. 1st ed. Bingley, U.K.: Emerald.
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