学科 Today

2023.11.07

国際英語学科

【インターンシップ】3 Day Internship at JR Kyushu Station Hotel Kokura

EAGL Students had the opportunity to learn about the Hotel industry at JR Kyushu Station Hotel Kokura. The hotel is at Kokura Station in Kitakyushu and caters to many guests, domestic and international.

What did the interns do during their 3-day internship?

The interns were given opportunities to learn about different facets of the hotel business. Their first day was spent learning about the restaurant side of the business. The second day was spent learning about the duties at reception. And the third day was also spent working at the reception area. Spending another day at reception gave the interns an opportunity to put into practice what they had learned on the second day.

What did the interns learn about the hotel restaurant business?

The interns were given the opportunity to work in the restaurant on their first day of the internship. They were able to learn about serving the food, giving wet towels to customers, food preparation, clearing the tables, table manners and how to carry glasses and plates. In particular, the importance of etiquette in serving the customer was stressed. The importance of how we speak, behave and serve food to the customer is so important. Both of the interns had some experience in working in the restaurant business but they did feel that this was a different experience for them.

How did the interns find working at reception?

The EAGL students spent their second and third day of the internship working at reception. The interns experienced the following duties; taking care of customer’s luggage, explaining about amenities, providing check-out information, confirming check-in reservations, setting out umbrella plastic covers, lending umbrellas and learning about the show-room. The interns learned the importance of being upbeat in greeting people to the hotel, and changing the greeting accordingly to make the customer all the more welcome. One of the interns had the opportunity to speak to overseas guests in English and though they found it difficult they managed! The second day at reception brought guests asking about the local area and this brought home to the students the fact that they need to have knowledge of not only the hotel, but also the immediate vicinity. Also, the second day brought the realization that if you can’t answer the customer’s question straight away, ask them to politely wait and go and find the answer or find another member of staff who can help.

JR Kyushu Station Hotel Kokura Comment:

The hotel praised EAGL students for their commitment during their 3 days with them. The interns showed extremely positive attitudes during their time at the hotel and it was noted that they asked questions whenever they needed to know something. The interns were also praised for the manner in which they spoke to customers as they spoke in the right tone and were very cheerful in all their interactions with guests.

EAGL Student Comments (参加学生のコメント):

①インターシップに参加する前と比べて、お客様に対する丁寧な言葉やフレーズを覚えるのみならず、お客様の状況や場面に応じて言葉を使い分けることが、接客に於いて大切だという考えを持つことができました。お客様が食事している際に、お水がなくなったら気を利かせてこちらから注ぐなど、自分が任された以上の仕事として、特に誰からも何も言われなくとも何ができるのかを自ら考え実行することが最終的なサービス業の仕事でのありかたであるということを学ぶことができました。従って、常に周囲を見て何かしらお客様に対してできることを考え、実践することでお客様に喜ばれるサービスが可能になるということを理解できました。これからもレストランのみならず、他の場面でもこのような考えを持って行動しようと思います。

②今までオンライン上での1日インターンシップや説明会には参加したことがありましたが、実際に企業を訪れて業務を体験することは初めてでした。今回のインターンシップ参加で、より深く企業理解をすることができました。また、業務を体験して感じたことや気づきを直接社員の方に聞くことができましたので、多くの新しい発見がありました。社員の方のお話の中で、お客様が求めかつ期待を越えるサービスを提供するというお言葉が、とても印象に残っています。私は状況をみてちょっとした心遣いや声かけなどが、そのようなサービスに繋がるのではと思いました。良いサービスとは何かについてこれからももっと理解を深め、探して行きたいと思います。