【正文】 appointment, the reception to call and ask, tell colleagues or the leadership of assistant whether convenient to reception. In order to deal with customers’ courtesy and convenience refused to appropriately, even if it is looking for colleagues or leaders personally connected, can be used as the other person answered the telephone, ask again. So that customers to listen to, even if the phone is not promised to receive, or he was looking directly rejected, and make a room for the processing of next step.(2) Telephone etiquetteWhen the phone rings, the receptionist picks up the phone and maintains a relaxed, pleasant tone of voice. Do not hold a bad temper, even foul language to the caller on the phone. When I answer the phone, I can often said What and sorry, Please wait etc. Picked it up in the second or third time when the phone rang. Picked up the phone first thing to say “Hello, (pany name, if the pany name is longer, the application referred to as)” do not said “hi” at the beginning. If for any reason later to pick up, I can say to the caller like that “I am sorry to keep you waiting”. Know the extension number or telephone to turn to the specific name, I can politely say “Please wait”, and transfer to the past immediately. Adapter leading telephone the other party was the leading names, and do not know the extension number, then I would politely ask who it is, which units of Such as advertising, a disguised form of advertising like the telephone, should be polite excuse to refuse people, or go to the relevant departments to deal with. In view of the front desk every day to pick a lot of phone calls in order to prevent the voice unexpected and be ready to water to moisten the throat at any time to maintain good sound effects.I have learned this etiquette in our book, and used them in the hotel. I can see the importance of college study, and the same time, I also felt that join the internship can better to apply this knowledge.The work process was hard, but at the same time, I was also happy. Because that was a process of growing. I tried my best to done my work well, and had a big harvest when the internship finished. ChapterⅢ ConclusionThreemouth internship is not a long time, when I have gone through, I received a big harvest. I would never have grow up if I had not made mistakes。 I would never have know the knowledge if I had not experienced the work. The summer holiday in 2011, I do not get together with our family, but it is valuable. I have learned to be independent. I think it is necessary to have an internship for us who will graduate from college. During the internship, I understood a preliminary of the characteristics of the environment and management structure of the hotel。 in addition, I mastered a simple concierge and reception skills. After this internship, I grow up a lot. I found my strengths and weaknesses. I am carefully in my job, but sometimes too timid. I will strengthen the training in the future study. When I was going to leave this hotel, my manager gave me great encouragement. He told me that everyone was gold。 we must to continue our effort to make ourselves lighting. I take this word as my motto to motivate myself. In this process during my internship, I learned a lot of knowledge which cannot acquired from books or our college. So, in my opinion, college students，especially those who are going to graduate, participated in social practice or internship is necessary. It can help us adapt the social easily and lay a good foundation for job venture. Finally, I would like to express my sincere thanks to my college and Wealthy Hotel. I will make a greatest achievement to reciprocate your education. In the future, I will take all my experience to face my challenge and difficulties. I believe I will have a good future in my life. 9