Summary and experience of tourism internship (2)

3 articles on summary and experience of tourism internship

(1) Communication skills

Being good at interacting with others is the primary ability that professional service personnel of travel agencies should possess. Professional services Personnel must know how to contact customers, establish and maintain relationships, learn to listen to others' opinions, express their own ideas, pay attention to the art of communication, and be able to distinguish the communication methods that people of different personalities, occasions, ages, and cultural backgrounds should adopt. Only with the correct service awareness and service attitude can we provide customers with high-quality services.

(2) Cooperation ability

Travel service work is not as clear-cut as some material production. Both front- and back-office service personnel must cooperate with their superiors, subordinates, and colleagues. , customers, suppliers, etc. to cooperate. Professional service personnel should have an overall concept, strong awareness of coordination and communication, learn to negotiate with suppliers, cooperate with colleagues, give full play to the role of different roles, use various existing factors to provide customers with satisfactory services, and truly play their role The link and intermediary role of travel agencies.

(3) Learning ability

The process of professional service personnel of travel agencies providing services to customers is also a learning process. Service personnel must establish service methods based on the specific needs of customers. The better the service staff understands customers' expectations, the better they can provide customers with quality service. The constant changes in market demand require that tourism service personnel should have the ability to continuously learn new knowledge and skills and have strong adaptability.

(4) Education and persuasion ability

In the process of tourism services, customers must often participate in the service process and cooperate with the work of service staff. Therefore, customers must learn the necessary skills during the consumption process. knowledge and skills. However, many customers, especially those who receive travel services for the first time, lack consumer experience and sufficient knowledge, which requires professional service personnel to provide guidance and training for such customers. Professional service personnel of travel agencies should have the ability to attract, impress, and persuade people through language, know how to express their thoughts clearly, concisely, and clearly, and provide customers with accurate and easy-to-understand information. The service process is also a process of information communication. The process and personal communication ability directly affect the results of communication.

(5) Corporate environment and customer knowledge

In the service process, the more comprehensive the internal environment of the company, the market situation, and the characteristics of customers are mastered, the better we can provide services to customers. Provide satisfactory service. For example, service personnel are good at observing customers' consumption behavior, putting themselves in the customers' shoes, and adjusting their service methods according to the characteristics of the company itself, so that service work can be completed more smoothly.

(6) Cultural accomplishment

Tourism is not only a material enjoyment, but also a noble spiritual and cultural enjoyment. Professional service personnel of travel agencies should undoubtedly have certain cultural accomplishment in order to Able to communicate more harmoniously and effectively with customers. If travel agency professionals can "understand astronomy and geography" and have extensive knowledge and a good mental outlook, it will be conducive to emotional communication with customers.

(7) Technical ability

Technical ability is the ability required to complete a specific service activity. Travel agencies can often use training to enable service personnel to master certain operating procedures and adapt to the needs of their positions. For some newly recruited personnel, possessing certain technical abilities is often the minimum requirement to enter a certain industry. With the rapid development of high-tech, travel agencies are constantly launching new service projects, and service technology is becoming more and more complex. If service personnel lack technical knowledge and skills, they will not be able to provide customers with high-quality services. Technical capabilities are what travel service personnel provide to customers. The basis of service.

(8) Management ability

During the service process, travel agency professional service personnel need to establish connections with others, manage themselves, motivate others, handle conflicts, control emotions, etc., all of this It’s all about management skills.

For most travel agencies, many people believe that the requirement for this capability is often aimed at decision-makers and managers. However, in the market-oriented management system, corporate organizations have changed from a "pyramid" organizational structure to an "inverted pyramid" "In the organizational structure, the decision-making power of service work has been transferred from the management department and functional departments to the front line of service work. Each waiter has become a "manager" of service work. Therefore, management capabilities are no longer the "patent" of senior managers. Summary and Experience of Tourism Internship 3

1. Internship Tasks

During this internship, we visited the most representative project in each major of the college: the cultural heritage project Kaiping Diaolou, Pazhou International Convention and Exhibition Center and Baiyun International Convention Center, Chimelong Theme Park, Guangzhou New Baiyun International Airport, Guangzheng Travel Agency and various types of hotels gave us a preliminary understanding of the industry background in several professional directions.

2. Purpose of internship

Internship is a required course in undergraduate teaching in XX College. As a supplement to regular classroom teaching, internship internships provide students with an in-depth understanding of the application of classroom knowledge in practice to achieve integration of theory with practice, and enhance students' perceptual understanding of the six elements of food, housing, transportation, travel, entertainment, and shopping; learning in practice Think and have a three-dimensional understanding of the various elements of tourism to better assist classroom teaching.

Through internships, visit tourism-related enterprises and scenic spots, experience and observe the basic characteristics of the operation and management of tourist attractions, the basic characteristics of conference and exhibition venues and their management characteristics, the basic characteristics of the accommodation industry, and the characteristics of large travel agencies Operational characteristics and operation and management models as well as the basic principles of tourism transportation operation and management.

Conducting inspections and studies with questions is the focus and feature of this internship.

3. Internship route

First stop: Kaiping Diaolou

As the first world cultural heritage project in Guangdong Province, Kaiping Diaolou needs to be protected and developed. It has attracted the attention of the government and people from all walks of life. Our inspection and internship this time mainly include: visiting Liyuan Scenic Area, Chikan Ancient Town Film and Television City and the original village Louma Jianglong Village.

In the Liyuan Scenic Area, we visited the main buildings like ordinary tourists and listened to the tour guide’s explanation of the anecdotes of the owner of the garden, Mr. Xie Weili. These interesting little stories attract everyone's ears; coupled with these antique watchtowers and interior furnishings, this trip is really a feast for the eyes and ears.

In the Chikan Ancient Town Film and Television City, scenes that appeared in more than 40 TV series came to life around us, and we couldn't help but be extremely excited. Look for something new in every corner. In the Chikan Ancient Town Diaolou Exhibition Hall, we learned about the history of the Diaolou, its cultural value and historical significance, and also initially understood the value of the intangible heritage behind the Kaipin Diaolou as a historical and cultural heritage.

In Majianglong Village, we saw another style, a style of primitive ancient village buildings: rolling mountains, boundless orchards; the upper parts of several watchtowers leisurely popping up in the green jungle .

While enjoying the beautiful scenery, we also did not forget to consult and learn. Through the explanations of the scenic area staff and professional teachers, we have a preliminary understanding of the management model and protection work of Kaiping Diaolou as a cultural heritage scenic spot, as well as the conflicts and disputes between them; through interviews with souvenir stall owners in the scenic area, we have a preliminary understanding of the internal affairs of the scenic area management work. Problems of coordination and contradiction. These will be elaborated in the following in-depth research.

Second stop: National Defense Education Base

We first arrived at the exhibition hall of the National Defense Education Base to learn some knowledge about national defense education. But in my opinion, the order at the scene was quite chaotic, and the students did not really learn much about national defense-related knowledge. Maybe everyone is too familiar with this history, so they don’t take it seriously.

Regarding the function of the National Defense Education Exhibition Hall, I personally think this is a very meaningful project, especially for young students. I think that if we combine national defense education with tourism, we can better promote the ultimate goal of national defense education. The specific method can be as follows: There are commentators to explain the history to the visitors, and a three-dimensional studio is set up to simulate the battlefield, so that history can be repeated on the screen. This will deepen the defense education knowledge of student visitors to achieve the ultimate goal.

In addition, other activities can be added: such as writing essays on reflections after the visit, etc., which are more suitable for students and can deepen memory and understanding.

The night we stayed at the National Defense Education Base was the happiest night we had. Far away from urban areas or even villages, there is no computer, Internet, or mobile phone signal. In a state of complete isolation, the classmates no longer have the barriers and silence of the past, and they all have a lot of fun. There is no hierarchical relationship between teachers and classmates, and they can all talk freely like friends.

With the teacher’s tips, we learned about a part of the accommodation industry that was similar to what we experienced that night – youth hostels. Youth hostels originated in Germany and are now more popular in Europe, the United States and Japan. Youth hostels provide multi-person rooms, and several strangers can share a room; people in youth hostels use public showers and other facilities; tourists in youth hostels pay attention to environmental protection and personal affairs. At the same time, they can also communicate with strangers. See the wider world.

There are already youth hostels in China, but they are not many in number. There are 116 youth hostels in 24 provinces, municipalities, autonomous regions, municipalities directly under the Central Government, including Beijing, Guangdong, Shanghai, and Zhejiang, as well as the Hong Kong Special Administrative Region. As an economical and low-cost accommodation venue, youth hostels are slowly emerging among individual travelers, especially backpackers. With a globally accepted membership card, you can book rooms around the world and enjoy preferential prices, and learn more through interactions with different people. The youth hostel also provides its residents with travel tips, and there is a data room available for download on its website.

However, whether this accommodation industry can take off in China remains to be studied. With the holding of the Olympic Games, more and more foreign backpackers are coming to China to travel, and their arrival can boost consumption in youth hotels. At the same time, in a period when national living standards are steadily rising, national travel capabilities are also increasing year by year. Not only group tourists, but also individual tourists who like to challenge and get close to nature are very careless about funds, even stingy and careless. This tourism consumer group will inevitably drive consumption in youth hostels.

Third stop: Chimelong Resort

Guangzhou Chimelong Group is a large enterprise group integrating tourist attractions, hotels, restaurants, entertainment and leisure. It owns Chimelong Paradise, Chimelong International Circus, Chimelong Xiangjiang Wildlife World, Chimelong Water Park, Guangzhou Crocodile Park, Chimelong Hotel, Xiangjiang Hotel, Chimelong Golf Practice Center and Xiangjiang Restaurant. It is one of the first batch of national 5A scenic spots in the country and the only one in Guangzhou.

Chimelong’s rapid growth has successfully made it a legend in the tourism kingdom. Looking back on its development footprint, it lies in its ability to expand the market. As the market leader, Chimelong’s absolute leadership position has been difficult to shake.

Chimelong Paradise is the central location of Chimelong Tourism Resort, a new pearl in Chimelong Group’s world-class tourism kingdom. It is a super-large world-leading theme amusement park integrating catering, theme shops and comprehensive services with internationally advanced technology and management levels.

Theme amusement parks usually implement a one-ticket admission system. The investment is huge, the experience is special, and the ticket price is of course quite high. The location and construction of theme parks must take into account their source markets. In Guangzhou, located in the corner of the Pearl River Delta, Chimelong Theme Park has a relatively rich primary and secondary customer source market, which ensures the passenger flow of its theme park. According to the staff of the scenic spot, most of the tourists in Chimelong are tourists from the Pearl River Delta. As a destination for short-distance travel, Chimelong has also adopted some strategies to promote the sales of Chimelong products in terms of ticket sales for its theme parks, such as the set card system. A ticket for Chimelong Paradise can be combined with the water park, Chimelong Hotel, etc. Other Chimelong products are combined to form Chimelong travel packages; there is also an annual card system, which allows unlimited access to scenic spots within one year. This will be more attractive to families with children, and some people often have relatives and friends from far away. Having friends visiting your home is also a great way to save money.

The fourth stop: Pazhou International Convention and Exhibition Center

As the top domestic exhibition hall, the Pazhou Complex is currently the largest in Asia, with the most advanced facilities and the highest grade, and can meet the needs of large-scale international exhibitions. A multi-functional, comprehensive and high-standard international exhibition center required for first-class commodity fairs and large-scale trade exhibitions.

As soon as we got off the bus, we were stunned by the majestic momentum.

The property rights of Pazhou Exhibition Hall belong to the Ministry of Commerce and are invested and constructed by the Guangzhou Municipal Government. On March 15, 2004, the China Foreign Trade Center signed a memorandum of understanding with the Guangzhou Municipal People's Government, and the China Foreign Trade Center officially obtained the operation and management rights of the Guangzhou International Convention and Exhibition Center. After the completion of the third phase of the Pazhou International Convention and Exhibition Center, the total construction area of ??the first, second and third phases will reach 1.086 million square meters, and the exhibition hall area will reach 558,000 square meters, which will surpass the Hannover Messe in Germany, which is currently the world's largest.

However, as the largest convention and exhibition hall in Asia, Pazhou has very imperfect hardware and software supporting facilities due to its remote location and other reasons. When the pavilion was first built, Pazhou could be said to be completely deserted within a three-kilometer radius. Only recently have real estate developers entered the area due to the construction of the pavilion. Therefore, there are very few hotels, business and residential areas in the surrounding area, and supermarkets and restaurants have almost never appeared in Pazhou. Nearby; in terms of transportation, there is only one Pazhou subway station for circulation, which carries most of the people coming and going. The pressure is quite high. Although there are several buses in the surrounding area, the stop sign is not obvious, it is not easy to find and it is difficult to get there. Let people know which cars are going to which places; in terms of public security, due to Pazhou's remote location, almost all facilities have not kept pace, including social security. Almost all the people who come to Pazhou are wealthy businessmen, and the safety risks are quite serious.

As the largest convention and exhibition center, its market pressure is also considerable. If it cannot better develop the market, the title of No. 1 in the world will be a disturbing factor. As far as I know, relevant government personnel and managers of the convention and exhibition center have fully realized the seriousness of this problem and are constantly strengthening the improvement of their own hardware and software and the equipment of surrounding hardware and software facilities. The government's development plan for the "three districts and five belts" in the Pazhou area, the convention and exhibition center has introduced rich convention and exhibition experience and technology from Hong Kong and Macao, and the management company is actively exploring the market, and various projects are now booming.

Fifth stop: Dunhe Apartment Hotel

The first time I came into contact with a serviced apartment, I was full of curiosity: What is a serviced apartment?

That night Stay in an apartment hotel, six people per room. There are three bedrooms and one living room, each room has two beds, and the room can accommodate six people at the same time. It has a separate bathroom, cloakroom, and dining table, and the living room is very spacious. The first impression is that it is very suitable for families to travel together or a group of friends to play together. You can not only enjoy hotel services, but also stay with family and friends, and play until midnight.

Out of curiosity, I checked the serviced apartments, only to find that it was not as simple as I thought. The development and management philosophy of hotel-style apartments is: hotel-style services and apartment-style management. The essence is still an apartment, but it not only absorbs the better service functions and management models of star-rated hotels, but also absorbs some characteristics of residences and office buildings; it can be used for both residence and office, and has the functions of residence, hotel and club. In one, it is a highly comprehensive property. In a serviced apartment, you can not only enjoy the attentive service provided by the hotel, but also enjoy the happiness of home, which is very suitable for lazy and busy people.

Sixth stop: Baiyun International Conference Center

Guangzhou Baiyun International Conference Center is a key project of Guangdong Province and Guangzhou City. It is jointly invested by the provincial and municipal governments and Yuexiu Group *** Built with 4 billion yuan, it is a large-scale comprehensive conference center integrating conferences, exhibitions, hotels, performances, banquets, and office buildings. After completion, Guangzhou Baiyun International Conference Center Co., Ltd. will be responsible for operation and management.

When visiting the Baiyun International Convention Center, I have always had a question in my mind. For such a large building complex and such a magnificent conference center, not only the investment cost is huge, but its daily maintenance is also quite high. An expense, and its main function is conferences, including the Guangdong Provincial People's Congress, performances, etc. How does it make money? When will it recover the cost? My question is, although it is used as a conference center, It has conference halls for 21 prefecture-level cities in Guangdong Province, but I feel that these conference halls are more often used to show the characteristics of each place to visitors here rather than for conference purposes. If the prefectural-level municipal governments are charged for meetings here, and the transportation is inconvenient and they have to charge, how willing will the prefectural-level municipal governments be to come here for meetings? Perhaps it can be said that the style and class here can enhance the government's image, but There are still many questions. For the first time, I feel that the grand scale of a building does not equate to the economic scale.

Seventh stop: Guangzheng Travel Agency

As an important part of the tourism industry, travel agencies are the ones in which tourism practitioners have the most direct contact with tourists and are the ones who best understand the needs and characteristics of tourists. Enterprise, for those of us who study tourism, understanding the operation model and management model of travel agencies, and understanding the requirements of travel agency and tourism industry practitioners are very important for the formation and psychological preparation of our classroom learning and the service concepts of tourism practitioners. important teaching significance.

Being in China’s economic and business circle, we can find countless business opportunities from the interpretation of national policies. This is the sentence that impressed me the most. We have always only emphasized professionalism and technology, but we have never considered the cultivation of political thinking. Fortunately, we still have compulsory courses on Marxism-Leninism. I hope that through the study of these courses, we can enhance our political sensitivity, learn to consider the overall situation, and find our development future from national policies.

Eighth stop: Guangzhou New Baiyun International Airport

As the most important intermediary factor in the tourism corridor, transportation has always been in a position to determine the life and death of a region's tourism industry. The planning and construction of Guangzhou Baiyun International Airport is of epoch-making significance. There are also airports with direct international flights in southern China. Baiyun Airport has become the southern international passenger distribution center that echoes Beijing in the north. Coupled with the increasingly frequent exhibitions, conferences and business exchange activities in Guangzhou in recent years, the establishment of such a new airport in Guangzhou will also have a positive role in promoting the development of business and economy.

Stop 9: Star River Hotel

Star River Hotel is located on the bank of Panyu Bridge in Guangzhou, with a view of the charming and exquisite Pearl River. The hotel adopts the design of a European Mediterranean castle, with a palace-style aristocratic atmosphere everywhere. We were very impressed by the luxurious feel of the hotel.

During the visit, the quality and conversation displayed by the hotel management and staff allowed us to appreciate the true quality of a star-rated hotel. The detailed design of the guest rooms gives us a deeper understanding of the service tenet of this hotel: the details are where the heart moves. For example, the design of the door can effectively protect the privacy of guests; the mirror at the door allows guests who walk out of the room to tidy up their image and devote themselves to work energetically; the use of service windows can quietly pick up and deliver clothes and shoes to customers. The laser clock on the ceiling allows customers to know the time while lying on the bed... All the detailed designs make people feel very considerate and comfortable. Including during the march, the staff's enthusiastic explanations, requirements for order, and advice to keep quiet and not disturb the guests all made people feel the customer-first service concept of the hotel staff.

However, after careful observation and thinking, there are still many questions.

The first is the traffic problem. Star River Hotel is located in a residential area, surrounded by residential buildings, with no buses or subway stations. Although it is only a bridge away from the Pazhou Exhibition Center, it is still inconvenient to come and go without a car. Although the hotel staff explained to us that the hotel will have special shuttle buses, there is a question of how many shuttle buses a hotel with more than 300 rooms needs to equip to meet customer demand. I was thinking that since the hotel is within the "one-hour economic circle" and is only a few steps away from the South China Express and Yingbin Avenue, why not take advantage of the hotel's convenience to rent cars to customers for free or for a fee? This is very useful for Westerners and people staying in the hotel. For business guests, subsequent travel and meetings are also more convenient. If the hotel cannot complete this service independently, it can cooperate with a car rental company to provide cars with better performance.

The second issue is the source market. The hotel's pricing and positioning are relatively high. It is a business hotel, and its supporting entertainment and leisure facilities are quite complete or even perfect. The investment is huge and the room pricing is quite high. So what are its target customer markets? The answer to this question we know from the situation is quite vague. In addition, they are also communicating and cooperating with travel agencies when fighting for tourists, so I also wonder how many percent of group tourists will be able and willing to pay high accommodation costs to travel?

Chapter 1 The third is the problem of competitors. In recent years, with the construction of more and more multinational hotels in Guangzhou and the increasingly fierce construction of hotels by local real estate developers in Guangzhou, five-star hotels have sprouted everywhere, and platinum hotels are also blooming. The competition in Guangzhou's hotel industry is quite fierce. .

So what are the advantages of Star River Hotel in such an environment?

I am not yet able to explain the above issues clearly. I hope that in the future in-depth study and research of professional courses, I can find a way to make it easier. Satisfactory answer.

4. Questions for in-depth discussion

As the first world cultural heritage project in Guangdong Province, the protection and development of Kaiping Diaolou has attracted the attention of the government and people from all walks of life. Based on what I know, see, hear, think and what my interests are, I decided to do a more in-depth research and analysis on Kaiping Diaolou. This is not only expanding my knowledge, but also simulating a plan. .

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