CHAPTER ONE
1
INTRODUCTION
1.1 Internship Period and Organization
I began my internship program on 7th July, 2008 with Highness Hotel.
The internship was to last for three (3) months and as a result my
internship came to an end on 11th October, 2008. This was my first gain
experience in the hospitality industry. Highness Hotel located at the
border of Linkou Township and Gueishan (333, No: 28, Wen Hua 2 Rd,
Gueishan, Taoyuan, R.O.C – Tel: 03-3275888). I was working in front
desk department as a receptionist. Sisy Huang who was my supervisor,
she also was my instructor in this summer internship program. She
handled all of my various tasks and job operations in front desk
department.
1.2 Internship Motivation
I have always had an interest in hotel, and with my sister’s friend
recommended I was able to acquire employment to work as an intern in
Highness Hotel. My sister was a manager at one hotel in Singapore. She
always told me the hospitality industry is vast, dynamic and growing
1
rapidly. At the same time the market is constantly evolving, opening up
many new kinds of job opportunities. Hospitality is not only hotels,
resorts and restaurants. It is also cruise lines, conference centers,
wellness centers and spas, airlines and sports facilities management. You
can aim to be a general manager at a top hotel, but you can also choose to
specialize in hospitality-related marketing, finance and accounting, event
management, or human resources. As I was deciding to choose Travel and
Tourism School in International College of Ming Chuan University, I felt
the internship would give me a unique opportunity to experience life in
hotel operations and managements. It is an excellent way to build on the
knowledge and skills gained during the internship. The internship will
provide me with a chance to put theory into practice and to gain
"hands-on" experience that will be of benefit in a managerial role once I
enter the professional world of hospitality and tourism. I saw the
internship as a way to kick-start my future career in the hospitality
industry.
1.3 Internship Duties and Responsibilities
My working area was usually performed in a lobby or front office desk of
the Hotel. A receptionist always greeting to any guests in the hotel, take a
2
smile and helpful. Also the principle duties and responsibilities should be
followed:

Responsible for checking guests in and out of the Hotel.

Preparing room for arriving guests, opening phone lines for
room guests, encoding room keys.

Answers various questions from guests.

Arranges transportation for guests.

Computes bills, collects payment and makes change for guests.

Handling phone lines within the Hotel.

Making necessary travel arrangements.

Runs various reports on the computer for management.

Taking a reservation room by phone calls.
3
CHAPTER TWO
2
INTERNSHIP
2.1
Internship
ORGANIZATION INTRODUCTION
Organization
History,
Group
Corporations,
Products, and Organization Chart.
2.1.1 Internship Organization History
Highness Hotel first opened in February 1997 and located at the border of
Linkou Township and Gueishan. From the very beginning, the Hotel
targets the customers for business and leisure purposes. With the
advantage of convenient transportation system, Highness Hotel also
offers the luxury guest rooms, hospitable services as well as the
completely furnished business facilities and accommodations. Today,
Highness Hotel has become the first choice for the local and international
businessmen.
2.1.2 Internship Organization Group Corporations
Highness Hotel was managed by Highness Group with one president
director. Highness Group Corporation was establishing in 1990 with the
first hotel in Taipei (KDM Hotel), also the other hotel was opened in
1992 (Regal Hotel) and in 1995 (Shangrila Motel). With ownership was
president director himself.
4
2.1.3 Internship Organization Products
The Hotel owns is one of Commercial Hotel in Linkou Township. The
total 200 comfortable guest rooms with simple and graceful designs that
bring a relaxing space to the customers to get away from the city hustle.
With kind of variable facilities and accommodations in the hotel, such as
in-door swimming pool, fitness center, leisure and business center,
wireless internet access, ADSL in the guest room, laundry service, cab
service, airport transport service, airplane ticket reservation, and city tour
arranging. The Western restaurant on the first floor and Chinese
restaurant on the second floor provide the customers with the fine
Chinese and Western Cuisines. The Hotel is also equipped with the large
Banquet Hall and Meeting Room to meet the diverse needs of customers
for business and leisure purposes.
2.1.4 Internship Organization Chart
The Hotel organization chart were very simple with the top position was
president director himself. Below the president director has managers
department whose main duty is to manage the daily job operation in their
department. Below is Highness Hotel organization chart with the position
in every department:
5
President Director
Of
Highness Hotel
Manager
Vice Manager
Manager
Vice Manager
Manager
Vice Manager
Supervisor
Supervisor
Supervisor
Sales Marketing
Front Desk
House Keeping
Chinese
Restaurant
Staff & Chef
Western
Restaurant
Staff & Chef
Administration
Accounting
Staff
Highness Hotel has about fifty employees. Highness Hotel has three (3)
major department is Sales and Marketing department, F&B department
(Chinese and Western Restaurant), Administration and Accounting
department. Every department has one manager to responsible all of job
operation in the hotel. The manager has one vice manager to controlling
and arranging the job and training to the employee. Supervisor has
responsible to handle all of job operation in department.
2.2
The Job Operations in Internship Organization
During three month period at the hotel, I worked at the front desk
department to learn about the major task and reservation system from
6
Highness Hotel. In front desk department I was worked at three shifts,
there is morning shift, noon shift and midnight shift. Every shift has two
personnel on duty.
After an initial orientation session and brief introductions with all hotel
departments and staffs, I was thrust into my major venture, which was
handling phone lines within the hotel, including incoming/outgoing
phone calls in the front desk. First time, I thought this task would be easy,
after all it was just answering phone calls, but I need learned how to
answer the phone calls within the first three rings and standard greeting
“Good morning, Highness Hotel. This is Jeni speaking, may I help
you?”(Ask politely and familiar). Because every one is an important guest
or potential repeat guest. I realized that I had to better equip myself with
the knowledge about the hotel, be prepared for answering questionings,
and to memorize all the department extensions as we were not allowed to
reference any directory when transferring calls. Fortunately, after a few
weeks, I was able to grasp all the necessary requirements and I progressed.
In addition, during my venture as front desk personnel, I was exposed to
other tasks, such as preparing room for arriving guests, opening phone
lines for room guests, encoding room keys, checking in/out process also
7
taking reservation room by phone calls (This was the most difficult part).
The preparation of room involved a great deal of task as guests were
divided into different categories contract with companies or travel
agencies which meant different discount prices, different breakfast
coupons, different services, and different check out dates depending on
flight schedules. I had a difficult time preparing room when I first started,
but with determination I excelled though with a few slips. Before
01:00pm I need to re-check with house keeping by phone calls that all of
room was cleaned and ready with mini bar for new guest (Welcome
Drink and Fruit for Highness Suite Room). When preparing room front
desk personnel had responsible to arrange the room was correct with the
reservation book. Then I was very carefully to arrange the room
according the quests’ request, such as smoking room or nonsmoking
room, in-side room or out-side room etc. The hotel has ten floors for
guest room, with two floors are nonsmoking floor, there are on 9th floor
and 16th floor. Every floor has twenty rooms with different room type and
code number. I need memorized all of room types with different prices
and different discounts. Below is Tariff Hotel Price with different room
type:
8
TARIFF
Executive Double
NT$3000,-
Superior Double
NT$3600,-
Superior Twin
NT$3600,-
Deluxe Double
NT$4200,-
Deluxe Twin
NT$4200,-
Regal Suite
NT$4800,-
Highness Suite
NT$5600,-
All of prices will be added a ten percent (10%) service charge.
There are many different discount prices in the Hotel, such as discount for
travel agency is fifty percent (50%) off without ten percent (10%) service
charge, for company contract from forty percent (40%) off until thirty
five percent (35%) off will be added ten percent (10%) service charge, for
personal guest without reservation or coming any time is thirty percent
(30%) off added ten percent (10%) service charge. Calculated of discount
price will be like this mathematics:
(Room Price × 0.5) = Tariff Travel Agency (50%off)
(Room Price × 0.6)+10% Service Charge=Tariff Company (40%off)
(Room Price × 0.7)+10% Service Charge=Tariff Guest (30%off)
9
The next part of my task which was opening phone lines and encoding
room keys was actually my favorite part of the front desk operations. This
included punching in a couple of numbers which involved using a
computer. This was also the easiest task because it didn’t involve
confusion among guests and issuing names. Basically after the guests
were assigned room numbers three days in advance, all I had to do was
encode the room keys to the room number and attach the key to the room
package. As for opening phone lines, this was basically part of my
internship task for the whole summer although I had switched
departments. Everyday at noon I would print out a copy of all the arriving
guests for the day and released their phone lines through a small phone
box which included many buttons and switches.
Furthermore, the checking in/out process was another easier task because
it didn’t engage in any inclusive undertakings besides opening the guests’
remarks in the computer and checking them in. This was done without
complications because all the necessary requirements were previously
completed. The hotel uses the Macros/Fidelio system that is very simple
to understand and easy to apply. Besides checking the guests in via
database, I had to request for their credit card to confirm their credit
10
before handing them their room packages and further explaining the hotel
breakfast time, amenities and services. Similarly, the checking out
process was trouble-free and convenient as all I had to do was inquire
about the mini-bar in their rooms before releasing the guests. And
collecting payment from computer bills when the guest checking out.
Also made money change if the guest paid by foreign money.
Last part of my task which was taking reservation room by phone calls
was really the most difficult part. The first step I need to memorized
about three hundred (300) companies contract agreement with different
discount price. And every week my supervisor gave me some oral
examination (How much discount price for company A or B). This was
very important part when the customer called by phone to taking a
reservation room, front desk personnel need to asked what’s the company
they have working for and how much discount price for them. Usually
reservation room by phone calls was potential repeat guests, so front desk
personnel need to confirm again. Taking a reservation room was a
practicing for every front desk personnel how to use one or two minute
done all process reservation. Not only quickly, but every data and
requests from customer was completely, such as date and time checking
11
in and out, how many room have to booking, smoking or nonsmoking
room, guest’s name, company’s name, phone number and fax number,
reservationist’s name and mobile phone number, how is the payment (By
company or guest’s self) and other special request etc. This was basically
data to key to the computer reservation system. If the process reservation
was
finished, front
desk
personnel need
to
send
reservation
re-confirmation by fax. This reservation re-confirmation data and request,
also the payment by self or company should be clearly and correctly, the
customer would send it back and front desk would collective it according
the date of checking in.
The other thing I should have my skill conversation in English. This was
most important one in front desk department to answer the question when
the American or European guest have some problem or complain. I
realized that I had to better equip myself with the knowledge about the
hotel and information about city tour arrangement, domestic tour, or
airplane schedule and ticket reservation.
12
CHAPTER THREE
3
Learning in Internship
This internship has had certain important influences on me. Foremost, I
believe this internship period exposed me to experiences which have
significantly altered my perception of hotel operation and management. I
was working in hotel operations in the front desk department. They are
the first line to serve any services and products to the customer because
they run an all-inclusive operation that keeps the hotel up and running.
The front desk personnel are important for the flow of communications
within the hotel and outside of the hotel. They are the face of the hotel
that should always maintain a professional level of courtesy and hence
makes them another important part of the formula to the hotel’s success.
In addition, their role is similar to a hotel connoisseur when one can not
be obtained or afforded. Regardless of their roles they are the entrance
and exit of any hotel and should always be highly regarded. Professional
front desk personnel must be have a good knowledge, skills and abilities
before they required. As follows the criteria they must have excellent
communication skills, basic reading and math skills, knowledge of using
an adding machine and cash register, must be able to answer questions
13
concerning the Hotel. All of this criteria I learned during my internship in
Highness Hotel. I decided to develop myself in recording any point of
various tasks. I could call myself the connoisseur of minute recording.
The first was to train both my ears to listen at the same time. I had
mastered towards during my internship because everybody would always
talk all at the same time. Secondly was to become an overzealous
selective listener. This meant that I had to learn to divide the information
into different categories (i.e., ignore, not important, for later, keep in
record, always inquire, next to important, important, and very important).
Lastly was to make some note if the information is very important. The
first couple a weeks with the connoisseur I have then I got many
successes, both on my side and on the organization side. Personally the
following is what I succeeded on:
~ First, to me it was a success having been given a chance to handle work
on various tasks (opening phone lines, encoding room keys, using an
adding machine and cash register) in hotel operations and collective
any information within and outside of the hotel that I believe will give
more convenient to the guest was staying in the hotel.
14
~ Through the work that I used to do, my skill language in English was
largely broadened. I can clearly understand how one guest request for.
Usually foreign guest is the first comings to the hotel or Taiwan have
some question about hotel facilities, accommodations, transportation or
city tour arrangement.
~ I wasn’t familiar with Macros/Fidelio system then but now I can
confidently use it with ease. It is one of the database programs, many
hotels and companies used it.
The department front desk largely succeeded a lot through my skills,
competence and the overall output of my work because;
~ I can clearly to explain to the guest what the information they want.
~ Preparing room in twenty minute last before the guests coming for
checking in included opening phone lines for room guests.
Not only the success had I got in this program, but also the benefit which
an opportunity to push me keep going in hospitality industry in the future.
I can say that I benefited from this internship program than I thought I
would in a number of ways:
~Having a rare opportunity to use the knowledge and skills that I had
15
acquired back at the college to provide information about hotel.
~Career-wise, the internship program undoubtedly enriched my
curriculum vitae (CV). Also, having gotten a chance to interact with
most staff, I have had an insight on how to shape my career towards a
humanitarian job in the near future.
~The internship program gave me a chance not only to work with
Highness Hotel but also a chance to learn from the best environmental
experts the world of Hotel could probably provide. This would reflect
much into my experience.
~Working with people from different parts of the world was a rare chance.
Therefore to me this was another opportunity to make friends and share
ideas.
~I can state that my internship at Highness Hotel was a rewarding
experience and provided me with some new perspectives that I did not
come across during my studies back at the college. I also have to stress
that my colleagues at Highness Hotel contributed greatly to making my
stay there a very enjoyable one.
16
CHAPTER FOUR
4.
Suggestions
4.1
Suggestions for Internship Organization
During my internship in Highness Hotel, I found problems that the hotel
is currently facing and some of the other improvements that they will
need to take in regards to their future undertakings. In truth, the hotel
only waiting and receiving reservation from internets and phone calls. In
my observation, the hotel has a weak Sales and Marketing staff. The
Hotel only has two staffs to handle all of event promotion, meeting
customer, dealing transaction and contract agreement.
I recommend that Highness Hotel should once in a while organize a team
sales and marketing (minimal 3-4 staffs) with skill communication to
meeting customers it is in order to bring them closer. This would give
opportunity to the customer to share what they need so far, personal
suggestions and ideas about the Hotel. Probably customer would continue
the transactions and the contract agreement for next year.
17
4.2
Suggestions for Future Interning Classmates
From this chapter, I can share when I did my interview with manager of
Highness Hotel. I already prepared myself as good as possible. The first I
was coming on time for an interview. Dress appropriately, since the first
impression was a lasting one. When the manager was coming in to the
office I was greeting him with a handshake. The most important is I was
listening carefully to the questions asked. Also I tried myself to relax,
smile, and be polite when I answered all the questions. I needed to be
confidence when I explained my skill and knowledge I had before. From
my experience I hope will be a suggestion to the future interning
classmates when they will do an internship interview in the next future.
Also some suggestion when I did my internship, always told to myself to
be a good employee, although my status is an internship student, but I
should be working hard and to get an opportunity to learn anything. I
started to remember seven things I need to follow are:
1.
Never be on time. Always arrive early. Be at least 15 minutes
early every day. That way, if you are running late, you will be on time.
18
2.
Ask your supervisor what the expectations for productivity are.
This will immediately make you stand out from 95% of the other
employees.
3.
Be part of the solutions. Quit whining about what's wrong and
start being vocal about what's right! A positive attitude goes a long way
with many supervisors.
4.
Be quiet and work. Quit gossiping and get to work. Your
employer is not paying you to gossip. When one of you is talking a lot,
two of you are not working a lot.
5.
Always be productive. Don't let paper sit on your desk for days on
end. Get the work done and move on to the next thing as quickly as
possible.
6.
Hold your head high and be confident. A calm, assured energy
will take you much farther than carrying yourself in a hunched up ball.
7.
Don't spend a lot of time on personal phone calls. Work is for
work.
19
CHAPTER FIVE
5.
Conclusion
In conclusion, I have to attest of my supervisor (Sisy Huang who was my
supervisor) at Highness Hotel for the good job. I really appreciate the
way I have been guided through this internship program with Highness
Hotel, beginning from the opportunity to take the time I needed to refresh
and expand my knowledge in several tasks concerning checking in/out
process, opening phone lines, encoding room keys, taking a reservation
room by phone calls, where I could discover and learn to value my new
working environment, and finally earned the confidence to deal with
assignments myself. It is through them that I did enjoy my work everyday.
I am confident that the experience I gained over the summer will be
beneficial to me in the future. I am very grateful to the secretariat of
Travel and Tourism at International College in Ming Chuan University,
which was arrange this requirement course in my study in Tourism
majoring. With this internship program I had opportunity to gain my
experience in hospitality industry. Also I would like to thank Highness
Hotel Corporation for funding this award, it has helped me greatly and I
am greatly indebted to them. Thank you.
20
Photo 1: Highness Suite Room
Photo 2: Regal Suite Room
21
Photo 3: Executive Double Room
Photo 4: Deluxe Twin Room
22
Photo 5: Highness Hotel Board Contents
Photo 6: Reception Position
23
Photo 7: At the Lobby
Photo 8: Working Time
24
Photo 9: At the Font Desk
Photo 10: Night Shift
25