CHAPTER ONE

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 sisters 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 rapidly. At the same time the market is constantly evolving, opening up many new kinds of job opportunities. Hospitality is not only hotels, 1

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 "handson" 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 smile and helpful. Also the principle duties and responsibilities should be followed:

Responsible for checking guests in and out of the Hotel. 2

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.

CHAPTER TWO
2

INTERNSHIP ORGANIZATION INTRODUCTION

2.1

Internship 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. 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:

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 7

keys, checking in/out process also 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) 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 didnt involve 9

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 didnt 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 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 10

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 whats 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 in and out, how many room have to booking, smoking or nonsmoking room, guests name, companys name, phone number and fax number, reservationists name and mobile phone number, how is the payment (By company or guests self) and other special request etc. This was basically 11

data to key to the computer reservation system. If the process reservation was finished, front desk personnel need to send reservation reconfirmation 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.

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 12

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 hotels 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 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 13

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.

~ 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 14

city tour arrangement. ~ I wasnt 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 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. 15

~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.

CHAPTER FOUR 4. Suggestions

4.1 Suggestions for Internship Organization During my internship in Highness Hotel, I found problems that the hotel

16

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.

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 17

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.

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. 18

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.

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 19

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.

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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

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Photo 6: Reception Position

Photo 7: At the Lobby

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Photo 8: Working Time

Photo 9: At the Font Desk

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Photo 10: Night Shift

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