This summer, I participated in a two-week internship program run by a university-company partnership.The host is the Nanki Shirahama Marriott Hotel in Shirahama, Wakayama Prefecture.
In the first week, I experienced the accommodation department (bell, room cleaning, reservation work), and in the second week, I experienced the food and beverage department (restaurant).Although it was the summer vacation period, there were fewer customers than I had imagined, probably because there were more bad weather due to the corona disaster.
At the bell, I greeted guests, carried luggage, and delivered guest rooms.Basically, the time passed slowly, and there were many opportunities to not only say hello to customers, but also to have conversations, and I was able to interact with them intimately.For that reason, I strongly realized that flexible response and polite customer service are required.
For example, when I was able to properly explain the scent at the entrance (a unique Marriott product), or when I was able to smoothly guide customers about the neighborhood, I was so happy that I gave a small fist pump in my heart. It's justThe hardest part was that I spent a lot of time standing still and waiting, and my legs hurt a lot.Because I'm not used to heel shoes. (smile)
In the room cleaning, I mainly cleaned the water area. I was very tired because I had to visit many rooms in one day.
In the reservation business, I organized the internet reservation. I was surprised to learn that there are hundreds of reservations per day, and that they are organized and managed not only by machines but also by human hands.Will this kind of work be simplified with the introduction of DX, which is popular now?I'm a little worried.
Restaurant operations required cleanliness and prompt service.From basic things such as observing the customer's condition and bashing and providing water, I was often asked and requested, and it was quite difficult because I needed to respond flexibly.Also, when cleaning, I learned that it is important to check from various angles from the customer's point of view, and I have always been conscious of it.I strongly realized that thinking carefully from the customer's point of view in any situation leads to the provision of good service.
Looking back on the whole thing, I was really happy when I was able to see the smiles on the customers' faces as a result of my service.
In addition, the staff members value communication not only with customers but also between employees. I was.I was able to understand again that this means that communication skills are important when working in a team.
On the last day, my friend became ill, but when I went to consult and report to the employee, he listened to the situation and responded quickly and accurately, so it was not a serious problem. I was impressed for the first time.
Looking back on it now, there were many elegant employees who were not too stiff and a little casual, but they were polite and courteous to customers.In addition, it was a very valuable experience to experience various operations of the hotel.I feel that it has become a great asset for my actual job hunting.
With friends from Kansai University of International Studies
Faculty of International Communication Department of Tourism 3rd year Midori Okino
⇒ Faculty of International Communication Department of Tourism page
