Co-operative Education and Career Services

( Page 1 )Co-operative Education and Career Services Work Term Learning Plan Goals and Action Steps


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Student Name: Abby Liu


Work Phone: +8619890197339

Student (Camosun E-mail): [email protected]

Supervisor E-mail: [email protected]

Supervisor Name:___Rebecca Wu

Signature:  ,

Supervisor Title: Executive Floor Manager

Company Name: Hilton Urumqi


My Goals and Action Steps to Achieve them for this work term are:

Workplace Goals:

1. Goal: To familiar with Opera System. Because the Opera System is used by most of the international hotel industry. If I learn how to use it well, it will increase work efficiency. I should use Opera System adeptly in 2 weeks.


Action Steps:

1. I will follow up my manager. In the first week of my work term, she told me step by step on the opera when she used it. For example, do check-in and check-out. I need to understand the general concept and the system in one week because it will help me with the work efficiency.


2. When she was using Opera, I was watching how she did it and taking notes carefully. Slowly when I am familiar with the general system and know what to do at each step, I can practice it myself. Because only practice can make practice. Carefully remember what each window interface and text mean. I need to remember this and practice by my own in 2 weeks. Notes should be taking detailed and keep it in a safe place.


2. Speed up the typing speed of contacting myself and use the shortcut keys of the computer to increase efficiency. I need to familiar with all the computers in the office and also the front desk. Memorizing different passwords. The time limit is 2 weeks.


3. Goal: _Second, I really want to have the ability to deal with crises without chaos. Because, in the hotel industry, it is necessary. We will meet so many different guests with different personalities. In particular, my job mainly deals with honorary members of Hilton. They have lived in Hilton brands all over the country and even all over the world. Generally speaking, their requirements are very high. When they come to our hotel, they will definitely make a comparison. Therefore, some people will feel dissatisfied and complain to us. What should I do when I deal with these complaints? How to make them satisfied with my service and processing methods. This is what I have to learn in this work term. To have the ability to deal with complains from guests by myself in the first month.


Action Steps:

1. First of all, I have to follow my manager to perform tasks. She handles a lot of complaints from members every day. I can listen to her and see how she resolves it. After that, I asked her why she did this, and lessons can be learned from each complaint. Some of the tasks are indeed wrong by the hotel. Cooperate with relevant departments to solve the problem. After I had this experience of these conflicts with people, I will use these strategies in real issue. And I will write these into my journal to use the experience in the future.


2. Secondly, I have to learn to resolve customer complaints by myself and exercise my own ability to respond to occasions during my coop. To listen to the guests and understand what they really want. I need to resolve one customer complaints successfully and let him/she satisfied with my service in the first month.



3. These needs my communication skills, how to use speaking skills to solve the problem, clearly know the rules in the hotel, and also the resilience ability. To learn the formal language in the hotel industry. Read books about the way to speak to the guests. I need to read a book per a month.


4. Goal: Improving my communication skills. In Camosun, I learned a lot of professional hotel terms and hotel knowledge, which are commonly used in international chain hotels. But if you want to memorize it by heart, you still have to use it every day. I find that sometimes I see strangers and dare not speak. This is not allowed in the service industry. We should take the initiative to greet and greet customers. Including in the executive lounge, foreign guests will ask questions about food and drinks, I must. Have the professional ability to answer customer questions. Before the internship ended, I can communicate with any guest freely, confidently and boldly.


Action Steps:

1.First, pull out the notes at school and review them carefully. Then familiarize yourself with all the knowledge of the hotel: executive lounge opening hours, breakfast opening hours, dinner opening hours, types of food and beverages, swimming pool gym on which floor, etc. I need to memorize this information in 1 week.

2.Secondly, take more exercise and practice. Don’t forget how to speak English. Always communicate with my online class teacher, Bob, and take the initiative to answer questions. If I dont, just ask my colleague or manager. I should practice English once a day.

3.Then, I need to practice the speaking skills that the skills to talk with the unfamiliar person. Try to be more initiative. Talk with at least 15 unfamiliar guests in a day in the workplace.

4.Talking is an art. Practicing how to use speaking skills to solve some problem. This can refer to my second goal: read at least 1 book per a month.

Personal Goal:

5. Goal: The successful completion of this internship made the leaders feel that I have contributed to this hotel and that my work can bring benefits to the hotel, not trouble them. My work must be done earnestly. Although it is an internship and not a full-time employee, I can’t confuse my life. I must do every job well.



Action Steps: hard careful

3.Dont be late and leave early

4.Compliance with hotel rules and regulations

5.Dont be lazy

6.Have a good relationship with colleagues and respect each other

7.Hand in HMGT102 assignments on time.

Other Comments:

_I will do my best!!!


Please save an electronic copy of this completed form, and place it in the appropriate D2L Drop Box. Your goals as well as your work term progress will form the talking points of your midterm evaluation. Please discuss your goals with your employer (once you have received approval from your CFI) in order that they are aware of your goals and provide appropriate feedback.

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