National Kaohsiung University of
Hospitality and Tourism
International Bachelor Program in Toursim Management
Internship Report II
From January 26 2015
To July 26 2015
Name：Wei, Yen-Ling 魏晏伶
Class：ITM 3A
Student Number：4011D021
Internship Company：Hilton Birmingham
Metropole, UK
Date: 25/05/2015
Preface (Intern Profile)
(1) Duration: From January 26 2015 to July 26 2015
Company: Hilton Birmingham Metropole
Department: Conference and Events (C&E)
Company Address: National Exhibition Centre, Birmingham, UK, B40 1PP
Contact Phone Numbers: 0121 7804242
Supervisor: Pauline Underhill
(2) Motivation
Birmingham as a second large city within the UK, there are many different
types of hotels from budge to luxury hotel. Hilton Birmingham Metropole is
the largest hotel in operation in the UK which has a reputation for high
standards. In my opinion, more opportunities I can have to learn and
experience by working in a huge property as well as I want to temper
myself to be mature and competent.
Report Outline
(1) Introduction to Internship Company
The company was started by Conrad Hilton in 1919.he opened his first hotel
in Cisco and name it Mobley hotel. Now Hilton is more or less a market
leader and currently owned by Black Stone Group Ltd. In 1947, Hilton hotel
was the first hotel to be in the stock list of New York Stock Exchange. In the
middle of 1960s Hilton started concentrated franchising. Hilton Hotel
Corporation is operating around 3600 hotels worldwide and 2000 hotels are
spread across Great Britain. The majority source of revenue for company
was entertainment and gaming so, Flamingo Hilton expanded in gaming as
45% of company revenue was through gaming. Hilton hotels were the first
company most of the times to introduce new changes in the market. On
April 3, 1973, Martin cooper made the first handheld cellular phone call at
New York Hilton. Hilton Hotels Corporation agreed to re-acquire the Hilton
International chain from Hilton Group plc in 2005 for $5.71 billion and
emerge both Hilton companies together. After this Hilton became the
world‟s fifth largest operators in the industry. In 2009, company relocated
his global headquarters from Beverly Hills, California to Tysons corner,
Virginia. In late 2010, company changed their name to Hilton Hotels and
Resorts along with the new logo. It was all part of rebranding.
Hilton Birmingham Metropole is a four-star business hotel, which is eight
miles away from the Birmingham city centre. It located next to the National
Exhibition Centre (NEC) and only 10 minutes from the Birmingham
International Airport via the shuttle. The main guests are Business
customers. There are 33 meeting rooms within complete business facilities,
which are fax, printer, copy machine…etc. The hotel also provide business
centre for the business customers. At the ground floor, there are swimming
pool, gym, SPA and 24 hours Lounge Bar. There are 790 rooms in total. In
this hotel, we held approximate 1,700 different styles events annually,
including conference, exhibition, wedding…etc. All the banqueting room
can hold up to 2,000 guests at once. According to the massive space and
great location, Hilton Birmingham Matropole is one of the best hotels in the
West Midlands.
(2) Service Mission
Hilton‟s vision: To fill the earth with the light and warmth of hospitality.
Hilton‟s mission: To be the preeminent global hospitality company - the first
choice of guests, team members, and owners alike.
Hilton‟s values:
Hospitality- We are passionate about delivering exceptional guest
experiences.
Integrity- We do the right thing, all the time.
Leadership- We are leaders in our industry and in our communities.
Teamwork- We are team players in everything we do.
Ownership- We are the owners of our actions and decisions.
Now- We operate with a sense of urgency and discipline.
Hilton promise: To ensure every guest feels cared for, valued and
respected.
Hilton pillars:

A Room for Me

Nourish Me

Meet my Needs

Respect and Value Me

Show Me You Care
Hilton‟s Make it Right Commitment-“If you‟re not satisfied with your stay,
let us know and we‟ll make it right.” The only wrong thing we can do is
nothing at all.
“Blue Energy” – which is a recognition system for staff who provide service
beyond their duty. For example, the story is that once there was a guest
asked for chocolate in a very late time, but there was no chance to get the
chocolate in the hotel in that time so the staff went out to buy the chocolate
for the guest. In Hilton, we try to avoid saying “NO” to our guests.
(3) Organization Structure
Hilton Birmingham Metrpole is a four-star Hotel, which offers a wide range
of facilities and services to their customers. Hilton Birmingham Metropole
is operating with 790 bedrooms in total, 33 conference and meeting rooms.
The biggest conference hall is monarch. Hotel has a 24hours lounge bar and
coffee shop. Lounge bar also serve food 24hours a day from their own
separate kitchen, buffet restaurant „Boulevard‟ with 160 covers serving,
Miller‟s restaurant and bar offers „A la carte‟ menu for 90 covers. The 24x7
room service is also available offering wide range of food choice to order.
Hilton Birmingham Metropole is a hierarchical organisation. Employees are
ranked at various levels within the organisation, which consists of General
Manager „Patrick Stepleton‟ whose job is to make sure high standards in all
areas of the hotel floor and office, followed by Directors of operations „Ross
Mounsey‟, Director of finance „Keith Pentland‟, Director of business „Liz
Watson‟, Director of Human Resource „Esther Brittan‟, followed by
department managers, floor managers, team leaders and team members.
Hilton Birmingham is being operated under approximately 60
managers/team leaders and 750 employees (team members).
(4) Department Duties
Conference and Events operates 33 meeting rooms. They can accommodate
approximately 2000 delegates at one time. C&E is the highest revenue
generator within the hotel departments. This department serve over 300,000
guests in a year. And many of them are regular guests who come every year
for their conferences. C&E also do contracts with these multinational
companies for their future events. These companies are more than happy to
do contracts based on their previous staying in experience. With 230 staff
working in Conference and Events, includes part time and full time
contracted staff is the biggest department in the hotel.
(5) Product Content
Hilton Birmingham Metropole has 12 different room types and 790 rooms
listed below that customer can book up to two years in advance via the
internet or over the phone with the reservations team.

5 x Single Guestroom

164 x Single Deluxe

324 x Twin Deluxe

121 x Queen Deluxe

19 x Family Room

36 x Twin Executive

78 x Queen Executive

11 x Junior Suites

6 x King Suites

4 x Deluxe Suites

2 x Penthouse

20 x Accessible Queen
Room rates vary from a single room at £59.00 to the penthouse at £699.00
depending on our availability.
(6) Salary and Welfare
My commencing hourly rate is £6.50 gross, which is subject to deductions
for tax and National Insurance contributions. This is paid monthly in
accordance with a published schedule of pay dates normally at the end of
the month and by direct credit transfer to my bank account.
By working with the C&E department I am eligible for some advantages the
hotel has to offer which are:

Supply of uniform

Free meals when on duty

Late night transport home (for a charge of £2 in a 5mile radius)

Holiday pay

Chance to join the Hilton Club
(7) Job Description
Position: Team member service staff
Responsible for: All reasonable requests
Job summary: To ensure the set-up of function rooms, the service of clients
and that the standard of food and drink meets company standards.
Main Duties:
1.
Check in with service office
2.
Collecting equipment for set ups
3.
Polishing silver/glasses
4.
Laying up for events
5.
Preparing station as allocated
6.
Serving coffee/tea during events
7.
Serving drinks/food during events
8.
Clearing tables/room
9.
Being aware of the risks associated with the job
10. Any other reasonable duties as may be requested
General Duties:
1.
Be aware of Company Grooming standards
2.
Be aware of company uniform
Working Environment: working in 33 different meeting and events rooms
and kitchens.
Market Strategies
(1) 4Ps
The four P's marketing mix used by the Hilton are, Product, Place, Price and
Promotion. This is followed in order to make sure that the marketing
department attains its' goals. Either, a product can be tangible goods such as
rooms or foods and intangible services offered to the customer. Services
quality and safety are decisions, which come under this mix. The Hilton
ensures that customers only receive the best quality of services and are safe
from any form of harm.
Price mix makes sure that the prices of services given should be competitive
in the hotel business. The management considers cash and early payment
discounts by following the policies underplayed. Price flexibility and
seasonal pricing are also looked into to enable the business to be fair in their
prices throughout the year. “Best Price Guarantee” which assures customer
receives the best price when one book directly with the hotel. If customers
find a lower publicly available price anywhere else, Hilton will match that
price plus and give customer an additional US $50 back.
Place mix is essential as it ensures proper distribution channels to the
market. Transportation and market coverage allow for growth of the
business. Complimentary shuttle service to Birmingham International
Airport and Rail Station is provided.
Promotional strategies are needed to market a brand. Brand Hilton enjoys a
dedicated promotional team. Advertising and promotions of Hilton Hotels is
done majorly through the internet, for instance, there is a summer sale up to
30% off of room booking in Hilton Hotels throughout the world recently.
Public relations and publicity has been given a major role to play to ensure
that the promotion mix is realized.
(2) Target Customer
We can split the customers for the Hilton into tourists and business travellers.
Age group of the guests are different as well for instance in Hilton Metropole
business travellers visits during the weekday from Monday to Friday, which
includes the age group of 25 to 60 years. Tourists or leisure customers usually
visit on weekend from Friday to Sunday, which includes the age group of 18
to 35. Again we can split tourists into two groups depend on the clients
income, High income group and medium income group. The high income
group are most likely to stay in luxury hotels and the medium income group.
This group is usually not able to afford to stay in Hilton hotels and resorts.
Hilton hotel is known for the business conferences facilities. This is why
Hilton mainly focuses on high income business travellers.
Product or Service Characteristics
(1) Characteristics of a service
There are five characteristics to a service which will be discussed below.
1. Lack of ownership
Service cannot be owned or stored as a product. Services are used or
hired for a period of time. For example, table service of a dinner
normally lasts for four or five hours, but guests expect excellent service
for that time. Because the duration of the service can be measured that
guests become more demanding of it.
2. Intangibility
Service is unlike a product which cannot be hold or touched. Although
the services are intangible the experience customers obtain from the
services has impact on how they perceive it. After each event finished,
e-mail is sent to guests by hotel to evaluate the service during the event.
3. Inseparability
Services cannot be separated from the service providers. A product when
produced can be taken away from the producer. However a service is
produced at or near the point of purchase. In a banquet, guests ask for
their meal or order wines, the waiting and delivery of the meal and wine,
the service provided by the waiter or waitress is all a part of the service
production process and is inseparable, the staffs in a banquet are as a
part of the process as well as the quality of food provided.
4. Perishability
Services last a specific time and cannot be stored like a product for later
use. Again, the table service during a banquet normally lasts for four or
five hours, during this period, waiter or waitress provide service in their
best to satisfy and impressed guests.
5. Heterogeneity
It is very difficult to make each service experience identical. Generally
systems and procedures are put into place to make sure the service
provided is consistent all the time, training in service organisations is
essential for this, however in saying this there will always be subtle
differences. For instance, agency staffs are used when the hotel lack of
the staff for the big event, but they haven‟t been trained by the Hilton
and have limit knowledge of the SOP and culture within Hilton. It is
suggested that use less agency staff and try to get the staff trained from
other departments within the hotel in busy time periods to make sure the
service we provide to reach the standard required by the hotel.
(2) Characteristics of a product
The characteristics of the product are the features and elements that
differentiate it from other products on the market.
Hilton Birmingham Metropole offers 12 different room types and 790
rooms to the guest. All the rooms are fully furniture and luxury with the
high standard of the service for 24 hours. As mentioned before, the target
customers of our hotel are high income group who can afford the high price
since the room rate of Hilton Birmingham Metropole is the highest within
Birmingham which can be three times price compare to other same level
four star hotel.
Business Analysis
The peak season of Hilton Birmingham Metropole is at last-half year from
September to February in the next year. The high point is on December around
the Christmas holiday. Many big events are held in this period which brings more
than thousand customers to stay in our hotel. But our hotel closed at the
Christmas day which is 25th of December which differs to other hotels since our
hotel is a business residential hotel. On the other hand, the low season is at the
first half of the year from March to August. Especially on April when the Easter
break comes, there are not much business in the Conference and Events
department which lead to less guests stay in our hotel. In general, the room
occupation is more than 80% in average. Recently, there is a summer sale
promotion which provides up to 30% off discount for the reservation in Hilton
Hotel.
On-Job Training
(1) Health and safety training
After I became one of the team members of Hilton Hotel, I haven‟t been
allocated into any shift. I was told to have training, which is being paid.
Health and safety training is the one which took the most of the time;
therefore, I had organized a simple list below.
1. Floor Surfaces

Hazardous areas – Marble, Tiles, Carpet

Erect “Wet Floor” sign around split liquids or slippery surface until it
can be cleaned. Remember Back of House Areas are always area to
watch.
2. Appliances & Equipment

Report faults on equipment to your supervisor or maintenance.

Carrying

Never carry anything that is too heavy, always ask for help or use
trolleys/ wheels provides.

Take weight off before attempt to carry heavy items.

Use a trolley if necessary or make two trips.
3. Trays

Stack trays in an orderly and safe fashion.

Distribute the weight evenly.

Don‟t stack to high.
4. Electrical Safety

DO NOT use appliances if your hands are wet.

DO NOT use equipment with frayed wiring or broken plus.

Report any faults to your supervisor or maintenance.
5. Coffee Urns

PUSH don‟t PULL.

Check firmly fixed prior to moving.

Check no loose items.

Check plugs has been disconnected.

If unsure, ask for help.
6. Instant Heat

Only use on supervisors‟ instructions.

Never move when lit.

Always ensure lid on securely before moving.

Report to supervisor if you find one unsecured.

Always lock in cabinet provided when not in use.
7. Service Doors

Never stand in front of the doors.

Push opens slowly (with bottom).

Never kick the doors to open.

Report faults to supervisors.
8. Carrying Hot Items

Ensure service cloths are adequate.

Check weight against distance.

Make two trips if necessary.

Use a tray.
9. Glasses

Never polish glasses without protecting both hands with a cloth.

Broken glass must be disposed of directly into glass bins provided.

Don‟t try and pick up the broken glass up with bare hand, sweep or
brush.

Don‟t leave broken glass lying around.
10. Carrying Glass Items

Don‟t overload (weight or quantity).

Distribute weight evenly.

Watch for danger zones (wet floors, service doors, clients).
(2) Food hygiene training
To successfully pass the probation, every team member has to attend the food
hygiene training as well as pass the food hygiene examination. One who has
passed the exam can be certificated.
(3) Food shift training
During the orientation period, there is a supervisor show the new staffs
around the working environment and how to lay up a table properly.
Food staffs work in a team with one team leader and two team members. I
was taught and led by the team leader to get familiar with the serving process
of the event.
(4) Wine shift training
Normally, wine staff works individually. In the very first and two wine shifts,
I was assigned to work with experienced wine staff to learn how to take order
and charge the payment. After several shifts I have built up confident and
been capable to work by myself. Throughout the placement period, I have
done wine shift for nearly three months. Therefore, I am now sometime
responsible for teaching and leading the new training wine staffs.
(5) Cross training
After pass the probation, I am promised to have the cross training which
gives me chance to observe and emulate in different departments such as
Food and Beverage, Reception and Marketing of Conference and Events
departments. So far, I have worked in F&B department before.
In general, the training system of Conference and Events department is well organised.
Ensure every new staff knows their duties and required job skills step by step through
each shift.
Feedback and Suggestions
(1) Internship Feedback
As a freshman working in the hospitality industry is definitely an adventure
and challenge for me especially working in Hilton Birmingham Metropole
which is one of the biggest hotels within the UK. The first 12 weeks were
the probationary period. During this period, the four time meetings with
C&E manager, Pauline have to be done. During this period, the Job skills
form that listed the basic job skills as a team member of Conference and
Events is required should be fulfilled and signed by the floor managers.
Team members of Conference and Events can be spilt into two groups
which are food staff and wine staff. During the first month of the placement,
I was allocated to do food shift which can be divided into breakfast, lunch
and dinner. Breakfast shift normally starts from 6am including the
preparation such as placing the food and drinks at the buffet stations and
polishing the cutlery, glasses, mugs and plates as well before the room is
opened. As soon as the guests have been welcomed into the room, leading
them to their tables have to be done immediately and also pot of tea or
coffee should be served depends on their preference. Throughout the
breakfast, hot food, cold food, bread and drinks should be kept refilling as
well as the dirty plates and cutlery should be cleaned after the guest finish.
After the room is closed, everything in the room including linens, hot food
and cold food stations should be cleared. Moreover, the whole room has to
be reset if needed for the breakfast of next day. Lunch shift commonly starts
form 10:30 including preparation. Mostly lunch are served as finger buffets
or fork buffets. During the shift, from the beginning, equipment and linen
are collected. To set up the buffet station for hot food in chafers and cold
food stations with salads and desserts is carried on as well as the water
station and juice is prepared if needed. After the room is opened, food and
drinks should be refilled all the time also the dirty plates and cutlery should
be cleaned to make the room neat and tidy. As always, everything need to be
cleaned after the room is closed and reset for the next event normally would
be the refreshment with coffee, tea and biscuits. There are two different
times as working in the dinner shift which are 3pm plus dinner or just
dinner which normally starts from 6pm. Duties of the shift starts from 3pm
are collecting equipment such as cutlery, linen, side plates, glasses and
centre pieces. Furthermore, lay out the venues and lay up tables have to be
done within two hours before the dinner begins. Each staff normally
responsible for five tables, but sometime up to six or seven tables depends
on the scale of the dinner. Later on, from 6 pm, staffs need to know the type
of function going on that night as well as the menu and these would be
informed and confirmed by the floor manager during the briefing meeting
before the dinner starts. As soon as the dinner starts, dietary requirements
should be taken from the guest which is the most important thing to ensure
that the guests are not allergy to any food or ingredients. At the same time,
bread rolls are served to the guests. During the dinner, food staff working in
a team made up of three members to serve food from starter, main course,
dessert and tea or coffee along with clearing all the dirty plates and cutlery.
At least but not the last, to make sure all the guests are satisfy with their
meal. As the second month starts, I was allocated to be training on the wine
shift which usually starts from 6pm but if it is a big dinner for more than 60
tables then wine staffs are needed to start earlier at 3pm doing lay-up. Wine
staffs are responsible for all the drinks during the event. After the whole
room is set up, wine staff will put two iced water jugs on each table and
collect pre-order wine from dispense to place on the exact table with the
label on the bottle in case of other guests take away the wine. Throughout
the dinner, wine staffs take order for drinks such as wines, bears, spirits and
soft drinks for the guests as well as handle the different ways of payment
including cash, card and room payment. Furthermore, dirty glasses and
empty bottles needed to be cleaned while in the dinner to ensure the tables
are neat and tidy. After the event finish and all the guests have left, the
entire room has to be cleared. In the time of the third month, I regularly
doing wine shift and have successfully passed my probation. Meanwhile, I
have been assigned to look after the VIP tables during my shift which has
motivated me to work harder since managers they believed and agreed with
my capability and ability that I am qualified for this important job. Several
shifts of looking after the VIP tables I have done and those VIPs were
Chinese guests from the multinational company, famous celebrity within the
UK and organisers of different events. Moreover, I learned how to deal with
complaints by using the HEART model stands for “Hear, Emphasize,
Apologize, Resolve and Thanks.” Throughout the placement period, having
done many different shifts, but wine shift is definitely my favourite shift.
For several reasons, first of all, more chances for me to interact with the
guests since I have to introduce myself to all my tables at the beginning of
the dinner as well as pour wine for them after asking their preference.
Secondly, wine staff should be in the room all time during the event which
is different from food staffs that only serve food in certain time and then
will be out of the room, in another word, wine staff should look after the
guests and the whole room throughout the night. If guests or organisers even
the crews have any problem, wine staffs are the one they ask for help. Talk
about me, I had several experiences dealing with the guests, organisers and
crews, for example, once guest complaint the room is too cold and ask to
warm up the room and I not only use the HEART model to comfort the
guest but also reported this issue to the floor manager straight away. Thirdly,
available to work in different functions of dinner is an extremely
meaningful thing to me, for instance, there are many famous companies
hold the annual meetings or awards in Hilton Birmingham Metropole and
also different countries‟ wedding such as Indian wedding and Greek
wedding which not only gives me many chances to deal with different
Nationalities guests but also broaden my horizon. In these four months, I
learned and improved a lot both on job skills and my speaking. Though I
struggled from the beginning due to lack of confident to carry heavy things,
the long hour working which usually finished after midnight and shortage of
courage to speak to colleagues or guests, I built up my confident little by
little through every shift I have done. Now, carry heavy equipment is not the
big deal to me and I even have biceps muscle also I can interact with people
including guests and colleagues fluently and I found out I really enjoy
talking with people. I made many new friends here and even got tips from
the guest which encouraged me a lot. Although there are still two months
from the end of the placement, I believe that I can always learn more and
more things form the Hilton hotel. Moreover, within the compliment and
thankful from the guests, and the cheering from the managers, they always
become my primary motivator to improve and encourage myself. Above all,
working is not just working, but also growing.
(2) Suggestions
Hilton Birmingham Metropole as a four-star hotel which is the highest level
in Birmingham as well as one of the biggest hotels within the UK. High
standard has used to evaluate the facilities and service of the hotel by the
guests. Though all the departments try to be update all the time, there is
always a scope to improve. Talk about the department I work for,
Conference and Events, which is highest revenue generator within the hotel
departments. Therefore, there are some recommendations given below
which can be divided into several aspects. First of all, safety issue is always
important and should beware of when speaking to work. Normally the
working environment is between room and kitchen, and kitchen is a place
with danger and high risk to get injured since the hot food and wet floor;
every staff should be careful of being burned or slip on the floor and this
happened to me during one of the wine shifts, I slipped on the wet floor
while carrying glasses and jugs which all broke into pieces. Fortunately, I
didn‟t get cut by those broken glasses but only bruised my knee. After the
accident, a lesson was learned by me that many careless staffs when they
see wet floor, they wouldn‟t try to dry it with the yellow cautious mop on
the floor and put the sign next to it which is written “Cautious! Wet floor.”
Instead, they just pretend that they didn‟t see it. This is a very bad
circulation if everyone keeps staying like this. It can cause serious accident
and I suggest floor managers should mention and remind every staff not to
ignore the wet floor. Moreover, wine staffs have many chances to use
corkscrew to open the wine for the guests, and if staffs haven‟t been trained
properly then it can cause the accident since many of the staffs have been
cut by the small knife of the corkscrew. I believed that this is floor managers
responsibility to make sure every wine staff can use corkscrew properly and
safely. Furthermore, there is a serious issue need to be mentioned that is
sexual harassment. It happened to one of my female colleague who served
the wine to the guest while the men grabbed her hand and licked it. This
kind of behaviour that guest have done to my colleague was intolerant. My
colleague reported it to the floor manager, however, the male floor manager
just laugh, took it as a joke and done nothing which made her really angry
and upset. In my opinion, we work as a waiter or waitress to serve people;
we respect our guests, on the contrary, we want to be respected as well. No
one should be treated like this and we don‟t deserve it. The worst thing is
that the floor manager didn‟t solve this problem properly and didn‟t protect
his staff as well at that moment. It is suggested all the floor managers should
follow the Hilton‟s sexual harassment policy to sort out this kind of thing.
Secondly, as I have mentioned in the beginning of the report, Hilton
Birmingham Metropole is a high reputation four-star hotel, all the facilities
and property should be update and renew regularly to give the guests good
impression. For example, the banqueting chairs and tables need to be
repaired commonly as well as the heating system in some huge rooms have
to update since I have encountered the complaints by the guests about the
temperature within the room is too cold for several times. Also, it is
recommended to purchase some latest decoration for the department to use
for the banquet including dinners and lunches. Moreover, silverware,
glasses and mugs shortage or damaged is always a problem during the busy
period when there are several functions in the same night. It is difficult for
staff to collect all the equipment need for the lay-up and also we don‟t want
the guests to use any damaged tableware such as cracked glasses, bent fork
or stained coffee cups. These are not kind of severe problem, which cannot
be solved. I personally think management is capable enough to deal with
these challenges department facing. Thirdly, the relationship between floor
managers and staffs concern that event can be run successfully or not, in
another word, the cooperation between floor managers and staffs is
extremely significant. Therefore, make sure all the managers and team
leaders are nice and polite with the staff at all the time since some of the
floor managers often shout at the staffs even they haven‟t done anything
wrong and this can lead to a bad working atmosphere. For instance, once the
floor manager shouted at me for overcharging the guest that I did not after
double checked with the cashier, but the floor manager didn‟t apologize or
comfort me and I turned out to work in a bad mood that night. Furthermore,
sometime floor managers using staffs improperly that let the staffs working
for continual seven or eight hours without a break which is illegal according
to the contract claims staffs have right to possess a 15 minutes break for
working every three hours. Also, regular meeting with all the staff in
department including managers, team leaders and team members is needed
and especially with the team members to make them feel their importance
for the business. Moreover, always speak with the staff about their jobs;
appreciate their work as well as encourage the staff to put their ideas
forward, consider the ideas wherever necessary to motivate the staffs.
Fourthly, there are two managers charge for the rota within our department.
Staffs put the rota in on Tuesday and pick it up on Friday for the shift of the
coming week. It benefits staff to cross off the period they are unavailable to
work. But staff shortage and last minute staff‟s cancelation would cause a
massive problem and challenge to the event. For example, I have been
asked to work on my day off for several times since the other staff‟s
cancelation. Even more, I have been asked to work overtime due to the rota
manager forgot to arrange enough staffs to work on the function. Though I
don‟t mind to work more than others, still this kind of problem should be
sorted out by the management to make the department become better.
Generally speaking, it is my honoured to work in the Hilton Birmingham
Metropole. During the placement period, I had improved a lot not only the
job skills, but also the way to communicate and develop the relationship
with people from different backgrounds and cultures. Therefore, there are
some advices for the students who are going to have their internship in the
UK. Being well prepared is always significant and to make you more
competitive than others which I suggest to get ready one‟s CV and update it
regularly as well as improve your English especially British English to get
used to the accent. I once struggled to the accent here in the Birmingham
since it is so different from the English I have learned in Taiwan which
sounds like another new language to me. For the suggestion of the
placement company, Hilton Birmingham Metropole is not the only option
you have, but I believed it is the best choice for you. As I have mentioned
earlier in the report, Hilton Birmingham Metropole is one of the UK‟s
largest residential conference hotels. It has space to accommodate over 2000
representatives, and boasts 33 corporate meeting and event rooms as well as
offers a selection of 790 comfortable guest rooms and suites. Working in
this kind of huge property, it is believed that one can have more
opportunities to experience more things as well as to broaden one‟s horizon.
At least but not the least, to empty your mind and try to absorb as much as
you can, and don‟t be afraid to make mistakes because new challenge means
new knowledge learning.
Also, being punctual is extremely significant
and this is one of the points that Hilton regard as important. One of the
reason I can pass the probation successfully is that I never late for the work
instead I always show up earlier. To sum up, stay still and never give up!
Photos
Staffs are not allowed to use cell phone when on duty in Hilton; therefore only limit photos I can provide below. Please bear with me.
Wide important goal- increase overall
guests experience from 41.4% to 50%
befored 31st of December
Floor managerChristine
Hot water and coffee
urn
Monarch suite
Glasses storage
Kings suite