CHAPTER ONE

1 INTRODUCTION
1.1 Internship Period and Organization
I began my internship program on 7
th
July, 2008 with Highness Hotel. The
internship was to last for three (3 months an! as a result my internship
"ame to an en! on ##
th
$"tober, 2008. This was my first gain e%perien"e
in the hospitality in!ustry. Highness Hotel lo"ate! at the bor!er of &in'ou
Township an! (ueishan (333, )o* 28, +en Hua 2 ,!, (ueishan,
Taoyuan, ,.$.- . Tel* 03/3270888. I was wor'ing in front !es'
!epartment as a re"eptionist. 1isy Huang who was my super2isor, she
also was my instru"tor in this summer internship program. 1he han!le!
all of my 2arious tas's an! 3ob operations in front !es' !epartment.
1.2 Internship Motivation
I ha2e always ha! an interest in hotel, an! with my sister4s frien!
re"ommen!e! I was able to a"5uire employment to wor' as an intern in
Highness Hotel. 6y sister was a manager at one hotel in 1ingapore. 1he
always tol! me the hospitality in!ustry

is 2ast, !ynami" an! growing
rapi!ly. 7t the same time the mar'et is "onstantly e2ol2ing, opening up
many new 'in!s of 3ob opportunities. Hospitality is not only hotels,
#
resorts an! restaurants. It is also "ruise lines, "onferen"e "enters,
wellness "enters an! spas, airlines an! sports fa"ilities management. 8ou
"an aim to be a general manager at a top hotel, but you "an also "hoose to
spe"iali9e in hospitality/relate! mar'eting, finan"e an! a""ounting, e2ent
management, or human resour"es. 7s I was !e"i!ing to "hoose Tra2el an!
Tourism 1"hool in International -ollege of 6ing -huan :ni2ersity, I felt
the internship woul! gi2e me a uni5ue opportunity to e%perien"e life in
hotel operations an! managements. It is an e%"ellent way to buil! on the
'nowle!ge an! s'ills gaine! !uring the internship. The internship will
pro2i!e me with a "han"e to put theory into pra"ti"e an! to gain ;han!s/
on; e%perien"e that will be of benefit in a managerial role on"e I enter the
professional worl! of hospitality an! tourism. I saw the internship as a
way to 'i"'/start my future "areer in the hospitality in!ustry.
1. Internship D!ties and Responsi"i#ities
6y wor'ing area was usually performe! in a lobby or front offi"e !es' of
the Hotel. 7 re"eptionist always greeting to any guests in the hotel, ta'e a
smile an! helpful. 7lso the prin"iple !uties an! responsibilities shoul! be
followe!*

,esponsible for "he"'ing guests in an! out of the Hotel.

2

<reparing room for arri2ing guests, opening phone lines for

room guests, en"o!ing room 'eys.

7nswers 2arious 5uestions from guests.

7rranges transportation for guests.

-omputes bills, "olle"ts payment an! ma'es "hange for guests.

Han!ling phone lines within the Hotel.

6a'ing ne"essary tra2el arrangements.

,uns 2arious reports on the "omputer for management.

Ta'ing a reser2ation room by phone "alls.

CHAPTER T$O
2 INTERN%HIP OR&ANI'ATION INTRODUCTION
2.1 Internship Organization Histor() &ro!p Corporations)
Prod!*ts) and Organization Chart.
3
2.1.1 Internship Organization Histor(
Highness Hotel first opene! in =ebruary #>>7 an! lo"ate! at the bor!er of
&in'ou Township an! (ueishan. =rom the 2ery beginning, the Hotel
targets the "ustomers for business an! leisure purposes. +ith the
a!2antage of "on2enient transportation system, Highness Hotel also
offers the lu%ury guest rooms, hospitable ser2i"es as well as the
"ompletely furnishe! business fa"ilities an! a""ommo!ations. To!ay,
Highness Hotel has be"ome the first "hoi"e for the lo"al an! international
businessmen.
2.1.2 Internship Organization &ro!p Corporations
Highness Hotel was manage! by Highness (roup with one presi!ent
!ire"tor. Highness (roup -orporation was establishing in #>>0 with the
first hotel in Taipei (?@6 Hotel, also the other hotel was opene! in
#>>2 (,egal Hotel an! in #>>0 (1hangrila 6otel. +ith ownership was
presi!ent !ire"tor himself.
2.1. Internship Organization Prod!*ts
The Hotel owns is one of -ommer"ial Hotel in &in'ou Township. The
total 200 "omfortable guest rooms with simple an! gra"eful !esigns that
bring a rela%ing spa"e to the "ustomers to get away from the "ity hustle.
+ith 'in! of 2ariable fa"ilities an! a""ommo!ations in the hotel, su"h as
A
in/!oor swimming pool, fitness "enter, leisure an! business "enter,
wireless internet a""ess, 7@1& in the guest room, laun!ry ser2i"e, "ab
ser2i"e, airport transport ser2i"e, airplane ti"'et reser2ation, an! "ity tour
arranging. The +estern restaurant on the first floor an! -hinese restaurant
on the se"on! floor pro2i!e the "ustomers with the fine -hinese an!
+estern -uisines. The Hotel is also e5uippe! with the large Ban5uet Hall
an! 6eeting ,oom to meet the !i2erse nee!s of "ustomers for business
an! leisure purposes.
2.1.+ Internship Organization Chart
The Hotel organi9ation "hart were 2ery simple with the top position was
presi!ent !ire"tor himself. Below the presi!ent !ire"tor has managers
!epartment whose main !uty is to manage the !aily 3ob operation in their
!epartment. Below is Highness Hotel organi9ation "hart with the position
in e2ery !epartment*
0

Highness Hotel has about fifty employees. Highness Hotel has three (3
ma3or !epartment is 1ales an! 6ar'eting !epartment, =CB !epartment
(-hinese an! +estern ,estaurant, 7!ministration an! 7""ounting
!epartment. D2ery !epartment has one manager to responsible all of 3ob
operation in the hotel. The manager has one 2i"e manager to "ontrolling
an! arranging the 3ob an! training to the employee. 1uper2isor has
responsible to han!le all of 3ob operation in !epartment.
2.2 The ,o" Operations in Internship Organization
@uring three month perio! at the hotel, I wor'e! at the front !es'
!epartment to learn about the ma3or tas' an! reser2ation system from
E
<resi!ent @ire"tor
$f
Highness Hotel
6anager
Fi"e 6anager
6anager
Fi"e 6anager
6anager
Fi"e 6anager
1uper2isor 1uper2isor 1uper2isor
+estern
,estaurant
1taff C -hef
1ales 6ar'eting
=ront @es'
House ?eeping
7!ministration
7""ounting
1taff
-hinese
,estaurant
1taff C -hef
Highness Hotel. In front !es' !epartment I was wor'e! at three shifts,
there is morning shift, noon shift an! mi!night shift. D2ery shift has two
personnel on !uty.
7fter an initial orientation session an! brief intro!u"tions with all hotel
!epartments an! staffs, I was thrust into my ma3or 2enture, whi"h was
han!ling phone lines within the hotel, in"lu!ing in"omingGoutgoing
phone "alls in the front !es'. =irst time, I thought this tas' woul! be easy,
after all it was 3ust answering phone "alls, but I nee! learne! how to
answer the phone "alls within the first three rings an! stan!ar! greeting
H(oo! morning, Highness Hotel. This is Jeni spea'ing, may I help
youIJ(7s' politely an! familiar. Be"ause e2ery one is an important
guest or potential repeat guest. I reali9e! that I ha! to better e5uip myself
with the 'nowle!ge about the hotel, be prepare! for answering
5uestionings, an! to memori9e all the !epartment e%tensions as we were
not allowe! to referen"e any !ire"tory when transferring "alls.
=ortunately, after a few wee's, I was able to grasp all the ne"essary
re5uirements an! I progresse!. In a!!ition, !uring my 2enture as front
!es' personnel, I was e%pose! to other tas's, su"h as preparing room for
arri2ing guests, opening phone lines for room guests, en"o!ing room
7
'eys, "he"'ing inGout pro"ess also ta'ing reser2ation room by phone "alls
(This was the most !iffi"ult part. The preparation of room in2ol2e! a
great !eal of tas' as guests were !i2i!e! into !ifferent "ategories "ontra"t
with "ompanies or tra2el agen"ies whi"h meant !ifferent !is"ount pri"es,
!ifferent brea'fast "oupons, !ifferent ser2i"es, an! !ifferent "he"' out
!ates !epen!ing on flight s"he!ules. I ha! a !iffi"ult time preparing room
when I first starte!, but with !etermination I e%"elle! though with a few
slips. Before 0#*00pm I nee! to re/"he"' with house 'eeping by phone
"alls that all of room was "leane! an! rea!y with mini bar for new guest
(+el"ome @rin' an! =ruit for Highness 1uite ,oom. +hen preparing
room front !es' personnel ha! responsible to arrange the room was
"orre"t with the reser2ation boo'. Then I was 2ery "arefully to arrange
the room a""or!ing the 5uests4 re5uest, su"h as smo'ing room or
nonsmo'ing room, in/si!e room or out/si!e room et". The hotel has ten
floors for guest room, with two floors are nonsmo'ing floor, there are on
>
th
floor an! #E
th
floor. D2ery floor has twenty rooms with !ifferent room
type an! "o!e number. I nee! memori9e! all of room types with !ifferent
pri"es an! !ifferent !is"ounts. Below is Tariff Hotel <ri"e with !ifferent
room type*
8
TARI--
D%e"uti2e @ouble )TK3000,/
1uperior @ouble )TK3E00,/
1uperior Twin )TK3E00,/
@elu%e @ouble )TKA200,/
@elu%e Twin )TKA200,/
,egal 1uite )TKA800,/
Highness 1uite )TK0E00,/
A## o. pri*es /i## "e added a ten per*ent 01123 servi*e *harge.
There are many !ifferent !is"ount pri"es in the Hotel, su"h as !is"ount for
tra2el agen"y is fifty per"ent (00L off without ten per"ent (#0L ser2i"e
"harge, for "ompany "ontra"t from forty per"ent (A0L off until thirty
fi2e per"ent (30L off will be a!!e! ten per"ent (#0L ser2i"e "harge, for
personal guest without reser2ation or "oming any time is thirty per"ent
(30L off a!!e! ten per"ent (#0L ser2i"e "harge. -al"ulate! of !is"ount
pri"e will be li'e this mathemati"s*
(,oom <ri"e 0.0 M Tariff Tra2el 7gen"y (00Loff
(,oom <ri"e 0.EN#0L 1er2i"e -hargeMTariff -ompany (A0Loff
(,oom <ri"e 0.7N#0L 1er2i"e -hargeMTariff (uest (30Loff
The ne%t part of my tas' whi"h was opening phone lines an! en"o!ing
room 'eys was a"tually my fa2orite part of the front !es' operations. This
in"lu!e! pun"hing in a "ouple of numbers whi"h in2ol2e! using a
"omputer. This was also the easiest tas' be"ause it !i!n4t in2ol2e
>
"onfusion among guests an! issuing names. Basi"ally after the guests
were assigne! room numbers three !ays in a!2an"e, all I ha! to !o was
en"o!e the room 'eys to the room number an! atta"h the 'ey to the room
pa"'age. 7s for opening phone lines, this was basi"ally part of my
internship tas' for the whole summer although I ha! swit"he!
!epartments. D2ery!ay at noon I woul! print out a "opy of all the arri2ing
guests for the !ay an! release! their phone lines through a small phone
bo% whi"h in"lu!e! many buttons an! swit"hes.
=urthermore, the "he"'ing inGout pro"ess was another easier tas' be"ause
it !i!n4t engage in any in"lusi2e un!erta'ings besi!es opening the guests4
remar's in the "omputer an! "he"'ing them in. This was !one without
"ompli"ations be"ause all the ne"essary re5uirements were pre2iously
"omplete!. The hotel uses the Ma*ros4-ide#io system that is 2ery simple
to un!erstan! an! easy to apply. Besi!es "he"'ing the guests in 2ia
!atabase, I ha! to re5uest for their "re!it "ar! to "onfirm their "re!it
before han!ing them their room pa"'ages an! further e%plaining the hotel
brea'fast time, amenities an! ser2i"es. 1imilarly, the "he"'ing out
pro"ess was trouble/free an! "on2enient as all I ha! to !o was in5uire
about the mini/bar in their rooms before releasing the guests. 7n!
#0
"olle"ting payment from "omputer bills when the guest "he"'ing out.
7lso ma!e money "hange if the guest pai! by foreign money.
&ast part of my tas' whi"h was ta'ing reser2ation room by phone "alls
was really the most !iffi"ult part. The first step I nee! to memori9e!
about three hun!re! (300 "ompanies "ontra"t agreement with !ifferent
!is"ount pri"e. 7n! e2ery wee' my super2isor ga2e me some oral
e%amination (How mu"h !is"ount pri"e for "ompany 7 or B. This was
2ery important part when the "ustomer "alle! by phone to ta'ing a
reser2ation room, front !es' personnel nee! to as'e! what4s the "ompany
they ha2e wor'ing for an! how mu"h !is"ount pri"e for them. :sually
reser2ation room by phone "alls was potential repeat guests, so front !es'
personnel nee! to "onfirm again. Ta'ing a reser2ation room was a
pra"ti"ing for e2ery front !es' personnel how to use one or two minute
!one all pro"ess reser2ation. )ot only 5ui"'ly, but e2ery !ata an!
re5uests from "ustomer was "ompletely, su"h as !ate an! time "he"'ing
in an! out, how many room ha2e to boo'ing, smo'ing or nonsmo'ing
room, guest4s name, "ompany4s name, phone number an! fa% number,
reser2ationist4s name an! mobile phone number, how is the payment (By
"ompany or guest4s self an! other spe"ial re5uest et". This was basi"ally
##
!ata to 'ey to the "omputer reser2ation system. If the pro"ess reser2ation
was finishe!, front !es' personnel nee! to sen! reser2ation re/
"onfirmation by fa%. This reser2ation re/"onfirmation !ata an! re5uest,
also the payment by self or "ompany shoul! be "learly an! "orre"tly, the
"ustomer woul! sen! it ba"' an! front !es' woul! "olle"ti2e it a""or!ing
the !ate of "he"'ing in.
The other thing I shoul! ha2e my s'ill "on2ersation in Dnglish. This was
most important one in front !es' !epartment to answer the 5uestion when
the 7meri"an or Duropean guest ha2e some problem or "omplain. I
reali9e! that I ha! to better e5uip myself with the 'nowle!ge about the
hotel an! information about "ity tour arrangement, !omesti" tour, or
airplane s"he!ule an! ti"'et reser2ation.
CHAPTER THREE
5earning in Internship
This internship has ha! "ertain important influen"es on me. =oremost, I
belie2e this internship perio! e%pose! me to e%perien"es whi"h ha2e
#2
signifi"antly altere! my per"eption of hotel operation an! management. I
was wor'ing in hotel operations in the front !es' !epartment. They are
the first line to ser2e any ser2i"es an! pro!u"ts to the "ustomer be"ause
they run an all/in"lusi2e operation that 'eeps the hotel up an! running.
The front !es' personnel are important for the flow of "ommuni"ations
within the hotel an! outsi!e of the hotel. They are the fa"e of the hotel
that shoul! always maintain a professional le2el of "ourtesy an! hen"e
ma'es them another important part of the formula to the hotel4s su""ess.
In a!!ition, their role is similar to a hotel "onnoisseur when one "an not
be obtaine! or affor!e!. ,egar!less of their roles they are the entran"e
an! e%it of any hotel an! shoul! always be highly regar!e!. <rofessional
front !es' personnel must be ha2e a goo! 'nowle!ge, s'ills an! abilities
before they re5uire!. 7s follows the "riteria they must ha2e e%"ellent
"ommuni"ation s'ills, basi" rea!ing an! math s'ills, 'nowle!ge of using
an a!!ing ma"hine an! "ash register, must be able to answer 5uestions
"on"erning the Hotel. 7ll of this "riteria I learne! !uring my internship in
Highness Hotel. I !e"i!e! to !e2elop myself in re"or!ing any point of
2arious tas's. I "oul! "all myself the "onnoisseur of minute re"or!ing.
The first was to train both my ears to listen at the same time. I ha!
#3
mastere! towar!s !uring my internship be"ause e2erybo!y woul! always
tal' all at the same time. Secondly was to be"ome an o2er9ealous
sele"ti2e listener. This meant that I ha! to learn to !i2i!e the information
into !ifferent "ategories (i.e., ignore, not important, for later, 'eep in
re"or!, always in5uire, ne%t to important, important, an! 2ery important.
Lastly was to ma'e some note if the information is 2ery important. The
first "ouple a wee's with the "onnoisseur I ha2e then I got many
su""esses, both on my si!e an! on the organi9ation si!e. <ersonally the
following is what I su""ee!e! on*
O =irst, to me it was a su""ess ha2ing been gi2en a "han"e to han!le wor'
on 2arious tas's (opening phone lines, en"o!ing room 'eys, using an
a!!ing ma"hine an! "ash register in hotel operations an! "olle"ti2e
any information within an! outsi!e of the hotel that I belie2e will gi2e
more "on2enient to the guest was staying in the hotel.
O Through the wor' that I use! to !o, my s'ill language in Dnglish was
largely broa!ene!. I "an "learly un!erstan! how one guest re5uest for.
:sually foreign guest is the first "omings to the hotel or Taiwan ha2e
some 5uestion about hotel fa"ilities, a""ommo!ations, transportation or
#A
"ity tour arrangement.
O I wasn4t familiar with Ma*ros4-ide#io system then but now I "an
"onfi!ently use it with ease. It is one of the !atabase programs, many
hotels an! "ompanies use! it.
The !epartment front !es' largely su""ee!e! a lot through my s'ills,
"ompeten"e an! the o2erall output of my wor' be"auseP
O I "an "learly to e%plain to the guest what the information they want.
O <reparing room in twenty minute last before the guests "oming for
"he"'ing in in"lu!e! opening phone lines for room guests.
)ot only the su""ess ha! I got in this program, but also the benefit whi"h
an opportunity to push me 'eep going in hospitality in!ustry in the future.
I "an say that I benefite! from this internship program than I thought I
woul! in a number of ways*
OHa2ing a rare opportunity to use the 'nowle!ge an! s'ills that I ha!
a"5uire! ba"' at the "ollege to pro2i!e information about hotel.
O-areer/wise, the internship program un!oubte!ly enri"he! my
"urri"ulum 2itae (-F. 7lso, ha2ing gotten a "han"e to intera"t with
most staff, I ha2e ha! an insight on how to shape my "areer towar!s a
humanitarian 3ob in the near future.
#0
OThe internship program ga2e me a "han"e not only to wor' with
Highness Hotel but also a "han"e to learn from the best en2ironmental
e%perts the worl! of Hotel "oul! probably pro2i!e. This woul! refle"t
mu"h into my e%perien"e.
O+or'ing with people from !ifferent parts of the worl! was a rare
"han"e. Therefore to me this was another opportunity to ma'e frien!s
an! share i!eas.
OI "an state that my internship at Highness Hotel was a rewar!ing
e%perien"e an! pro2i!e! me with some new perspe"ti2es that I !i! not
"ome a"ross !uring my stu!ies ba"' at the "ollege. I also ha2e to stress
that my "olleagues at Highness Hotel "ontribute! greatly to ma'ing my
stay there a 2ery en3oyable one.
CHAPTER -OUR
+. %!ggestions
+.1 %!ggestions .or Internship Organization
@uring my internship in Highness Hotel, I foun! problems that the hotel
is "urrently fa"ing an! some of the other impro2ements that they will
#E
nee! to ta'e in regar!s to their future un!erta'ings. In truth, the hotel
only waiting an! re"ei2ing reser2ation from internets an! phone "alls. In
my obser2ation, the hotel has a wea' 1ales an! 6ar'eting staff. The
Hotel only has two staffs to han!le all of e2ent promotion, meeting
"ustomer, !ealing transa"tion an! "ontra"t agreement.
I re"ommen! that Highness Hotel shoul! on"e in a while organi9e a team
sales an! mar'eting (minimal 3/A staffs with s'ill "ommuni"ation to
meeting "ustomers it is in or!er to bring them "loser. This woul! gi2e
opportunity to the "ustomer to share what they nee! so far, personal
suggestions an! i!eas about the Hotel. <robably "ustomer woul! "ontinue
the transa"tions an! the "ontra"t agreement for ne%t year.
+.2 %!ggestions .or -!t!re Interning C#ass6ates
=rom this "hapter, I "an share when I !i! my inter2iew with manager of
Highness Hotel. I alrea!y prepare! myself as goo! as possible. The first I
was "oming on time for an inter2iew. @ress appropriately, sin"e the first
impression was a lasting one. +hen the manager was "oming in to the
offi"e I was greeting him with a han!sha'e. The most important is I was
#7
listening "arefully to the 5uestions as'e!. 7lso I trie! myself to rela%,
smile, an! be polite when I answere! all the 5uestions. I nee!e! to be
"onfi!en"e when I e%plaine! my s'ill an! 'nowle!ge I ha! before. =rom
my e%perien"e I hope will be a suggestion to the future interning
"lassmates when they will !o an internship inter2iew in the ne%t future.
7lso some suggestion when I !i! my internship, always tol! to myself to
be a goo! employee, although my status is an internship stu!ent, but I
shoul! be wor'ing har! an! to get an opportunity to learn anything. I
starte! to remember se2en things I nee! to follow are*
#. Never "e on ti6e. A#/a(s arrive ear#(. Be at least #0 minutes
early e2ery !ay. That way, if you are running late, you will be on time.
2. As7 (o!r s!pervisor /hat the e8pe*tations .or prod!*tivit( are.
This will imme!iately ma'e you stan! out from >0L of the other
employees.
3. 9e part o. the so#!tions. Quit whining about whatRs wrong an!
start being 2o"al about whatRs rightS 7 positi2e attitu!e goes a long way
with many super2isors.
#8
A. 9e :!iet and /or7. Quit gossiping an! get to wor'. 8our
employer is not paying you to gossip. +hen one of you is tal'ing a lot,
two of you are not wor'ing a lot.
0. A#/a(s "e prod!*tive. @onRt let paper sit on your !es' for !ays on
en!. (et the wor' !one an! mo2e on to the ne%t thing as 5ui"'ly as
possible.
E. Ho#d (o!r head high and "e *on.ident. 7 "alm, assure! energy
will ta'e you mu"h farther than "arrying yourself in a hun"he! up ball.
7. Don;t spend a #ot o. ti6e on persona# phone *a##s. +or' is for
wor'.
CHAPTER -I<E
=. Con*#!sion
In "on"lusion, I ha2e to attest of my super2isor (1isy Huang who was my
super2isor at Highness Hotel for the goo! 3ob. I really appre"iate the
way I ha2e been gui!e! through this internship program with Highness
Hotel, beginning from the opportunity to ta'e the time I nee!e! to refresh
an! e%pan! my 'nowle!ge in se2eral tas's "on"erning "he"'ing inGout
pro"ess, opening phone lines, en"o!ing room 'eys, ta'ing a reser2ation
#>
room by phone "alls, where I "oul! !is"o2er an! learn to 2alue my new
wor'ing en2ironment, an! finally earne! the "onfi!en"e to !eal with
assignments myself. It is through them that I !i! en3oy my wor'
e2ery!ay. I am "onfi!ent that the e%perien"e I gaine! o2er the summer
will be benefi"ial to me in the future. I am 2ery grateful to the se"retariat
of Tra2el an! Tourism at International -ollege in 6ing -huan :ni2ersity,
whi"h was arrange this re5uirement "ourse in my stu!y in Tourism
ma3oring. +ith this internship program I ha! opportunity to gain my
e%perien"e in hospitality in!ustry. 7lso I woul! li'e to than' Highness
Hotel -orporation for fun!ing this awar!, it has helpe! me greatly an! I
am greatly in!ebte! to them. Than' you.
20
Photo 1> Highness %!ite Roo6
Photo 2> Rega# %!ite Roo6
2#
Photo > E8e*!tive Do!"#e Roo6
Photo +> De#!8e T/in Roo6
22
Photo => Highness Hote# 9oard Contents
Photo ?> Re*eption Position
23
Photo @> At the 5o""(
Photo A> $or7ing Ti6e
2A
Photo B> At the -ont Des7
Photo 11> Night %hi.t
20