Make it Count! Getting the Most from a Hospitality Internship

Author(s): Michael Collins

Edition: 1

Copyright: 2017

Pages: 254


Details: Print Prod w/Ancillary Site | 180 days |

Employers agree—to be successful, graduates of Hospitality Management programs need to have meaningful, hands-on industry work experiences to complement their classroom education. Consequently, nearly all Hospitality Management degree programs require students to complete an internship or practicum experience prior to graduation. The challenge is that the quality of these work experiences vary widely.

Make It Count! Getting the Most from a Hospitality Internship provides step-by-step guidance through the entire internship process, from identifying opportunities through the intern’s final evaluation of the internship site. This handbook may be utilized as a complete, turnkey internship guide from start-to-finish or simply utilize the appropriate sections of the text to help students, coordinating faculty, and employers outline and deliver meaningful experiential learning activities and outcomes.

Features of the book include the following:

  • The Hospitality Career Mosaic helps students more fully appreciate the full range of exceptional career opportunities available within the hospitality industry—not just in the traditional lodging and food service segments—but in destination marketing; health, nutrition, and wellness; technology and e-commerce; and more!
  • The Internship Checklist will ensure that students establish a realistic timeline for completing an internship experience—from the initial search for an appropriate opportunity, through the interview and selection process, the professional work experience itself, and the evaluation process—so that students remain on-track to complete their internship on time.
  • The section of the manual dedicated to Preparing an Effective Resume helps students put together a resume that employers will notice—even if they have limited previous work experience.
  • Guidance is provided to prepare students to successfully navigate the Interview process since the text explains how students can anticipate and prepare responses to potential interview questions—improving their ability to secure the ideal internship experience.
  • Detailed Suggested Learning Activities and Learning Outcomes are defined for each area within a hospitality operation—from the administrative areas, including sales and marketing; human resources; and accounting, to the operational disciplines, which include guest services; housekeeping and laundry operations; and food and beverage—so that students and employers, working together, may establish appropriate learning outcomes for the experiential learning experience.
  • Students are instructed on how to create Service Blueprints and Flow-Charts so that they can properly diagram and evaluate common industry practices and processes.
  • To be effective, the Experiential Learning process must require that students reflect upon the learning experience and relate it to the theoretical concepts delivered in the classroom—this handbook helps facilitate this transformation of experience to deep knowledge and applied skills.
  • A complete collection of Evaluation Forms is provided to ensure that the intern, facilitators, and internship site are each evaluated during as well as at the conclusion of the internship, which ensures continuous improvement, while also bringing closure to the internship experience.


About the Author

Section 1: The Internship Experience: An Overview


Definition of Experiential Learning

The Breadth of Hospitality

Lodging and Accommodations

Meetings, Conferences, and Events

Food and Beverage Services

Tourism, Recreation, and Entertainment

Health, Wellness, and Nutrition

e-Commerce, Distribution, and Revenue Optimization

Branding and Product Innovation

Real Estate and Asset Management

Purpose of an Internship

Gaining Skills, Application of Knowledge, and Perspective

Diagraming Processes and Creating Flow Charts

The Experiential Learning Process

Practices Critical to a Meaningful Internship Experience

Section 2: The Internship Process: A Step-By-Step Guide

to Completing an Internship

How to Utilize This Handbook

Internship Checklist

Securing an Internship

Identifying Internship Opportunities

Breadth or Depth of Experience

Compensation, Legal, and Ethical Considerations

Quality of an Organization

Preparing an Effective Resume

Preparing Cover Letters

Pre-employment Assessments

Interview Preparation

Interview Follow-up

Selecting an Internship Offer

Internship Agreement

Section 3: On-Site Internship Guide: Suggested Learning

Activities, Learning Outcomes, and Evaluations

Learning Goals and Outcomes

A Word of Caution

Learning through Adversity

Assigning Specific Learning Activities and Outcomes

Student Submissions

Unit 1: Understanding Organizational Structure and


The Structure of Hospitality Organizations

Organizational Vision, Mission, and Values

Identify the Players

Business Unit Structure

Specific Areas of Inquiry: Suggested Learning Activities and

Learning Outcomes

Unit 1: Understanding Organizational Structure and

Relationships Learning Outcomes

Unit 2: Guest Services

Unit 3: Housekeeping and Laundry Operations

Unit 4: Revenue Management

Unit 5: Restaurant Operations

Unit 6: Beverage Operations

Unit 7: In-Room Dining (Room Service) Operations

Unit 8: Banquet and Conference Service Operations

Unit 9: Culinary and Food Production Management

Unit 10: Recreation Management

Unit 11: Managing Staffing and Labor Productivity

Unit 12: Sales, Marketing, and Customer Relationship


Unit 13: Hospitality Technology, e-Commerce, and


Unit 14: Human Resources Management

Unit 15: Engineering and Facilities Maintenance

Unit 16: Accounting and Administrative

Unit 17: Owners and Investor Relations

Professional Industry Experience Assignments and Projects

Assignment 1: Flow Charts and Service Blueprints Process


Assignment 2: The “Service-Profit Chain”

Assignment 3: Mutually-Profitable Human Interactions

Assignment 4: Internship Reflection Log or Diary

Assignment 5: Best Practices and Management


Employer Provided Requirements and the Protection of

Proprietary Information

Assessment of Learning

Grading Rubrics

Overall Assessment (grading) of a Professional Industry

Experience (internship)

Evaluations: Student, Internship Site, and Supervising Faculty

Supervisory Evaluation of the Student Intern

Intern’s Evaluation of the Internship Site

Supervising Faculty Evaluation

Documentation of Professional Industry Experience

Work Hours


Appendix A: Internship Checklist

Appendix B: Internship Agreement

Appendix C: Sample Resumes

Appendix D: Evaluation Forms

Appendix E: Professional Industry Experience Work Hours


Michael Collins

Michael Collins, Ph.D. brings over forty (40) years of hospitality industry experience to his current role as Chair and Associate Professor of the Department of Hospitality Management at the University of San Francisco. For the first 25 years of his career, he climbed the ranks of the hotel industry, starting as a bellman and rising to the position of Vice President and General Manager for the 2,000-acre Resort at Glade Springs (WV)—a full-service hotel, conference center, golf resort and spa.  Along his career path, he served in general management capacities at Hyatt hotels in Atlanta, San Francisco, and Chicago and Wyndham hotels in Salt Lake City, Palm Springs, Los Angeles, and Myrtle Beach (SC). Since 2003, Dr. Collins has worked in higher education—starting at The Ohio State University, where he earned his Ph.D., and then serving on the faculty at Coastal Carolina University prior to assuming a faculty post at the University of San Francisco. He now teaches at Florida Gulf Coast University. Michael also holds a Bachelor of Arts in Humanities from Michigan State University and a Master of Science in Strategic Leadership from the University of Charleston (WV). He is the author of Make It Count! Getting the Most from a Hospitality Internship, as well as Delivering the Guest Experience: Successful Hotel, Lodging and Resort Management.   

Related ISBN's: 9781524907587, 9781524916619

Print Package



ISBN 9781524907587

Details Print Prod w/Ancillary Site 180 days