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1、 酒店實(shí)習(xí)報(bào)告 英文 (共4篇) 酒店實(shí)習(xí)報(bào)告 英文AbstractLast summer, under the guidance and help of our school I went to Beijing to fulfill my internship. The hotel is called Holiday Inn Beijing downtown. I was working as a bellboy at the concierge department which is belongs to the

2、front office department. Before the internship, I don’t think that’s a big deal and nothing can discourage me. But when I start my internship, I found that there are still a lot of shortcomings I need to improve.During the last semester, I was arranged to go to Holiday Inn Beijing Downtown to join t

3、he internship.Before the internship, I was full of nervous, because I didn’t know whether I could do well in this job. I have no experience of internship. However, this time all things would be changed. I have to face a series of problems and solve them. I should equip myself with hard work spirit.

4、Our internship was absolutely different from our college life, and we didn’t do our homework or take part in classes. It’s literally to experience the society, learning how to work, how to communicate with others, how to accomplish the job.I was arranged in the concierge department. Everyday I just

5、stand in the lobby. I was responsible to carry luggage for customers, help peoples who are in trouble in the lobby, help people open doors, etc. These were my daily job. Our job was same in total, and had small differences in detail. The leader would schedule our work time, altogether there are thre

6、e shifts in total, A: from 7am to 3pm, B: 3pm to 11pm, C: 11pm to 7am of the next day.The experience in Holiday Inn gave me the impression that everyone had his own position in this society, but wherever you were engaged in, you should love your job. Thus, you could do it better. You must be respons

7、ible for your job. For example my happiest thing was the customer felt satisfied with my service.The internship indeed added my knowledge and enriched my social experience.I feel delightful that I can accomplish the internship. Difficulties can make me become stronger. I’ve learned a lot of skills d

8、uring this period of time such as communication skills and diplomatic skills. What’s more, I got many precious experiences and I started to know the disadvantage of myself.Key Words: hotel internship experience去年夏天，我在老師的指導(dǎo)和幫助下，到北京金都假日酒店參加了實(shí)習(xí)，我的工作是前廳部管理下的禮賓部的一名行李員，在實(shí)習(xí)之前我認(rèn)為這些不算什么，沒(méi)有什么可以難住我，但是在工作中我逐漸發(fā)現(xiàn)

9、了自己的不足和需要改進(jìn)的地方.在實(shí)習(xí)之前，我充滿緊張，因?yàn)槲也恢牢沂欠衲軇偃芜@份工作，我沒(méi)有社會(huì)實(shí)踐的經(jīng)驗(yàn)。但是，這次實(shí)習(xí)會(huì)截然不同，我不得不面對(duì)一系列的問(wèn)題并解決它們，我需要勤勞努力地做好我的工作。我們的實(shí)習(xí)是完全不同于大學(xué)生活的，有好多書(shū)本上學(xué)不到的東西，學(xué)習(xí)如何工作，怎樣與人交往，溝通，如何更好的完成這份工作。我被安排在禮賓部，每天就是站在大堂里。負(fù)責(zé)幫客人拿行李，幫助大堂里有困難需要幫助的客人或幫客人開(kāi)門。大體上我們的工作是一樣的，領(lǐng)導(dǎo)會(huì)給我們排班。我們總共有三個(gè)班：早班是早上7點(diǎn)到下午3點(diǎn)，中班時(shí)下午3點(diǎn)到晚上11點(diǎn)，夜班時(shí)晚上11點(diǎn)到第二天早上7點(diǎn)。在假日酒店實(shí)習(xí)告訴我，在社會(huì)中

10、，每個(gè)人都有自己的位置，無(wú)論你從事什么樣的工作，你都應(yīng)該去熱愛(ài)它。這樣，你才可以做的更好。你必須要對(duì)自己的工作負(fù)責(zé)，我最開(kāi)心的事就是為客人服務(wù)，得到客人的認(rèn)可。這次實(shí)習(xí)豐富了我的知識(shí)和社會(huì)經(jīng)驗(yàn)。我很高興自己可以堅(jiān)持到實(shí)習(xí)結(jié)束，困難可以使人更好的成長(zhǎng)。我在實(shí)踐中學(xué)會(huì)了很多技巧，包括溝通技巧、交際技巧。得到了很多寶貴的經(jīng)驗(yàn)財(cái)富;了解到自身的不足，總結(jié)了經(jīng)驗(yàn)和教訓(xùn)。在以后學(xué)習(xí)生活中我將明確自己努力的方向，不斷地進(jìn)行自我增值，為以后策劃自己的職業(yè)生涯墊定基礎(chǔ)。#2樓回目錄英文版：酒店前臺(tái)實(shí)習(xí)總結(jié)酒店實(shí)習(xí)報(bào)告 英文 | 2016-08-13 13:42My Internship Life--Seven

11、days Changtai Hotel Management Co., Ltd. 【abstract】The essay is a record for my internship life and my feelings getting from the work. The internship is a transition from a student to a staff. In this stage, you must give up something and learn how to do so that you will really work well. When I was

12、 working at the position of reception, I learnt it was very important to be a person of professional ethics. Even though the company is strange to you, you must learn to adapt and make use of the environment to create a higher value. The jobs must be filled with pressure and difficulties, if you are

13、 clever and strong enough, you could overcome all the obstacles. Believe yourself and Work consciously. You will become the one who will carry a letter to Garcia. No matter what we will get from the first job, it must influence my life forever. I believe I can do what I want to. I will be a person t

14、hat I want to be.【keywords】work experience, internship life1. IntroductionThe sixth month, as beautiful as a flower, was painful for me. I hadn’t noticed that the flowers gradually began to bloom. The day that I had to leave was coming. From that day on, my life was changing.It was a sunny day. Many

15、 companies held job fairs to recruit the interns. My classmates were preparing to interview the jobs that they loved. My best friends and I made our minds to interview the reception, which was offered by the seven-day hotel. The reason why we chose the hotel was that it had two days official holiday

16、s in a week. we could spent the days in studying and reviewing. At the other hand, the company provided free dormitory for us .At last, we succeed and the company allowed us to go to work at the next week.2. Work experience2.1Be interested in your workThe first week, we were arranged in the training

17、 team, we had to strengthen the enthusiasm to study because we didn’t have knowledge of the hotel at all. The manager made an order that we must understood all the processes, especially at the part of Reception guests. We were separated with two groups. One group was responsible for the market and t

18、he other was responsible for the reception. At the first day, I was required to grasp the meaning of the running rules of the hotel. By learning it, I found it that the hotel was the first China Hotel that operated on the USA market. As the same with it, it also had many advantages that other hotels

19、 couldn’t compared with, such as Fuel pump、Packet towel、Bedtime milk、Soundproofing strip and so on. As all the items mentioned above, I felt more and more excited about the work.A week later, Due to the absence of the reception, our manager wished that I could take on the position. Then she taught m

20、e how to handle V4 system and deal with some important things, for example, answer thephone、arrange the room、call awake at the specified time、deposit the luggage and so on. Each procedure should be cared about a lot. As the monitors of our team, I was responsible for the studying of others, if they

21、had difficult problems, I would give a hand to them. Only we studied hard enough, we believed, could we achieve our targets.2.2 Difficulties make you fly freelyThings weren’t always what we seem, my partners usually made varied mistakes, as the result of it, my boss always shouted at me. He thought

22、it was my fault. However, I thought it was a chance because we could discover the shortage. I didn’t think it was right that we would succeed without any mistakes. Just like a story saying: A cocoon struggled to force its body through the pupa, but it seemed to stop ma-ki-ng any progress, so a human

23、 decided to help the butterfly. He took a pair of scissors and snipped off the cocoon. The butterfly then emerged easily. But its body was swollen and its wings were too small, which wouldn’t enlarge and expand to be able to support the body. In the end, it never was able to fly. What the man in his

24、 kindness and haste did not understand was that the restricting cocoon and the struggle required for the butterfly were God’s way. Sometimes, what we need in our life was struggles, if we got through our life without any obstacles, it would cripple us. As a result, we would not be as strong as what

25、we could have been.In the time, I lost myself in working and enjoyed the happiness brought by the work. For most of us, the work was the central, dominating factor of life. Not only for the chance offering the creativity, imagination or initiative. There was no doubt that working could bring you muc

26、h happiness. When I received the pretty or beautiful ladies, the handsome or cool gentlemen, I would think it was an exciting thing. For example, one time, I received an outgoing boy, when he came to the check desk, I said “hello, sir”. Then he answered “no, I’m not fine.”Afterwards, I said in aworr

27、ied voice “what’s wrong with you?”He told me an answer that I couldn’t image,” I’m hungry.” At that time, I felt the world began to darken. The guest really was a humorous man.2.3 Be loyal to your jobOf course, I also had a period of pell-mell time. The first day of each month was my nightmare, beca

28、use I always worked for all the day. I must finished sorting out the list of items, including the goods, membership cards or profit of cost. Meanwhile, I verified all the intermediary orders. In the end, I needed hand on all the report forms to the manager, if it existed a small fault, I must amende

29、d immediately. Even though there existed nothing difficult, each procedure should also be careful enough. In my opinion, the job was as interesting as a game, not only you could find your advantages, but you could find your potential. Afterwards, along with the lighthouse, you would reach your port

30、and harvest a beautiful future. One girl, who was working together with me, was always told us she would change her job, and then she would searched for a job with a high salary. I didn’t know what she was thinking, but I didn’t agree with her. We couldn’t refuse growing up, but we could choose how

31、to live. My teacher taught me “Don’t mind how much money you earn, the most valuable thing is the experience.” Just like do it, life was needed to enrich. Even we could freely enjoy ourselves, but we preferred to discipline ourselves in the present to enhance our enjoyment in the future. God built m

32、any opportunities to encourage the people to be powerful, at the same time, it also created a lot of defects. When you enjoyed the happiness of success, you would undertake the equal failure. The life was not a trap set for us. Life was not a spelling bee, where no matter how many words you had gott

33、en right, you would disqualified if you made one mistake. Ourgoal was to win more times than we lose. I usually asked myself–not “be perfect,” not “don’t even make a mistake,” but “be whole.3. My gainsOne word was my favorite, it saying “you can’t teach a man anything, you can only help him discover

34、 it within himself.”As the same with it, our country had an old word “give a man to fish than giving the fishing .” the same lesson was suit to the job, our manager taught us the importance of work and showed us something that didn’t ever know. However, nobody would tell you whether you are right as

35、 the way you did. We usually focused on the results, because the way you finished the work was sundry.3.1Be a man who can carry a letter to GarciaBefore I left my school, the reading league sent us a book, its name was “A Message to Garcia.”At first, I thought the book was Philosophical and its cont

36、ents were too rich and profound. But it was regretful that I couldn’t understand well. After that, I came to the hotel and worked here. One day, I took out the book and decided to read it again. Suddenly, I found it really was a treasure and it had many wonderful stories about someone worked all alo

37、ne. In this book, I wanted to share several sentences to everybody.Don’t work only for the high salaryOnce giving up, you will get moreJust do a little more than you should doWork ConsciouslyFacing with sb / to sth in a thanksgiving moodLearn the advantages from your bossLove your workWho will send

38、a letter to Garcia? Every boss will hope all employers are not rapacious and high-handed, any more than all poor men are virtuous. He hoped his staff to be the man who does his work when the “boss” isaway, as well as when he is at home. And the man who, when given a letter for Garcia, quietly takes

39、the missive, without asking any ludicrous questions, and with hidden intention of chucking it into the nearest sewer but deliver it. In my opinion, his kind is so rare that no employer can afford to let him go. He is needed and needed badly and he was the only one who can “Carry a Message to Garcia.

40、” If I could, I hope I will become this kind of person.3.2 ThanksgivingThe first job brought me many experience. However, I think, I should thank my manager a lot. He taught me an important lesson: thanksgiving. No matter who you are, you must get some help from others on your way. When you decided

41、to do something and you tried your best to finish it, you would find, you ever got many unexpected support. You ought to appreciate them. Since I got into the hotel, my reception manager taught me a lot, while she would leave in two weeks, it was thankful that there existed the one who was willing t

42、each you everything. In my eyes, she was not only my teacher, but also my best friend. No matter what jobs I would do in the future, I would never forget the moment that taught me how to live, and how to enjoy the life. Adversity was the only way to success, if you had courage to accept it, your lif

43、e would become stronger and stronger. When I was working in the hotel at the last month, I had to do an urgent affair. Due to our resignations, the new employees must be trained, as we ever did, I was responsible for the training of the young people as soon as possible. Yet at that time, I found eve

44、rybody had their shining point, which was worthy of recognition. The new employees were enough clever, I taught them all the tasks in one day, such as how to make use of the excel printer、invoice printer、V5 system, and they both grasped very well. Afterwards, I arrangedthem to order rooms on the int

45、ernet、sell the goods 、register the free VIP cards and hand out the milk. Everything was going well.4. ConclusionThe six months’ internship was over, in those days, the work left me many beautiful memories. I believed each person would rather to research a value in their efforts, which could make you

46、 discover what ability you have, in addition to, those recognize would help you to find out which road you should chose and the next goals. What moved me deeply was: only setting up your mind and trying your best, you will be realized your value and find your right position. No matter what companies

47、 you would working in, no matter what would be your boss like, the most important thing you must do was loyal. No matter which the reason you chose and stayed at somewhere, it would bring you proper tests. Facing with each position in real earnest, and you would enjoy the happiness that the jobs bro

48、ught you deeply. I believed the internship life had developed me some abilities, but I hoped I will reach a high altitude in the future. In addition to, I hoped the one who will work on this position could achieve the biggest success and enjoyed the happiness from the work.#3樓回目錄酒店實(shí)習(xí)報(bào)告范文酒店實(shí)習(xí)報(bào)告 英文 |

49、2016-08-13 17:35經(jīng)過(guò)這三個(gè)半月的實(shí)際運(yùn)用，使我們對(duì)酒店的經(jīng)營(yíng)運(yùn)作有了一定的了解，通過(guò)實(shí)踐，受益匪淺。我在實(shí)踐中學(xué)會(huì)了很多技巧，包括溝通技巧、交際技巧、銷售技巧；體驗(yàn)到了酒店管理的藝術(shù)性和人力資源合理利用的重要性，得到了很多寶貴的經(jīng)驗(yàn)財(cái)富；了解到自身的不足，總結(jié)了經(jīng)驗(yàn)和教訓(xùn)。在以后學(xué)習(xí)生活中我將明確自己努力的方向，不斷地進(jìn)行自我增值，為以后策劃自己的職業(yè)生涯墊定基礎(chǔ)。一．前言(一)實(shí)習(xí)單位介紹1、實(shí)習(xí)單位：廣州鳳凰城酒店廣州鳳凰城酒店 —— 位于廣園東路新塘路段，是南中國(guó)首家以白金五星級(jí)標(biāo)準(zhǔn)建造、南中國(guó)最廣闊的山水主題式酒店。酒店背倚郁郁蔥蔥的鳳凰五環(huán)山，面朝儀態(tài)萬(wàn)方的翠湖。整體

50、占地面積達(dá) 20 萬(wàn)平方米，建筑面積達(dá) 7. 8 萬(wàn)平方米 ，是廣州面積最大、樓層最低的山水酒店。富麗典雅的歐陸式建筑風(fēng)格，使賓客感受到西方古典文化獨(dú)特的神秘雅致。此外，酒店還特別引進(jìn)了國(guó)外主題式酒店的獨(dú)特意念，創(chuàng)造出超凡的品味。鳳凰城酒店由碧桂園集團(tuán)斥資約4.5億元重金興建，碧桂園酒店管理公司管理，充分發(fā)揮“商務(wù)、度假、會(huì)議”的功能優(yōu)勢(shì)，在完善廣園東碧桂園的樓盤配套的同時(shí)從容開(kāi)展商務(wù)和度假活動(dòng)，推動(dòng)碧桂園“給你一個(gè)五星級(jí)的家”的品牌品質(zhì)的持續(xù)提升。2、實(shí)習(xí)部門：前廳禮賓部前廳部包括：接待處、禮賓部、總機(jī)、商務(wù)中心、訂房部共五個(gè)分部門，酒店實(shí)行部門經(jīng)理負(fù)責(zé)制，由前廳經(jīng)理統(tǒng)籌安排，各分部主任或分

51、部經(jīng)理管理本部門事務(wù)，與其他部門密切配合，合作完成工作。禮賓部作為賓客迎來(lái)送往在最重要的部門之一，分設(shè)行李生和酒店代表兩個(gè)部分，由禮賓經(jīng)理總體負(fù)責(zé)，下設(shè)行李生領(lǐng)班（3人）和行李生（11人），酒店代表主管（1人）資深酒店代表（1人）和酒店代表（4人）。（二）實(shí)習(xí)職位介紹酒店代表是代表酒店在機(jī)場(chǎng)、火車站等出入境口岸迎送客人，及時(shí)向客人推銷酒店和宣傳酒店的形象，影響著客人對(duì)酒店的印象。酒店代表的主要任務(wù)是提供快捷妥當(dāng)?shù)姆?wù)，將客人接回酒店入住或送機(jī)送車，作為最早和最后接觸客人的酒店員工，把握每一個(gè)機(jī)會(huì)不失時(shí)機(jī)地為酒店作宣傳，爭(zhēng)取更多的客源，負(fù)責(zé)保護(hù)客人的行李和人身安全，為客人提供酒店內(nèi)外設(shè)施、環(huán)境咨

52、詢，為客人提供尊貴的禮賓服務(wù)。二 實(shí)習(xí)內(nèi)容（一）酒店代表日常工作1、利用鳳凰城酒店的“千里馬酒店管理系統(tǒng)”查閱每天的“接機(jī)、接車服務(wù)報(bào)表”，詳細(xì)登記當(dāng)天的服務(wù)需求情況并按中文、英文、日文用A3紙打印成“SIGNBOARD”，在紙后面寫上接機(jī)（車）日期、航班號(hào)、始發(fā)地、預(yù)計(jì)到達(dá)時(shí)間、人數(shù)、是否收費(fèi)等信息。2、查詢航班信息，確定時(shí)間和到達(dá)情況，報(bào)告主管進(jìn)行車輛和人員安排。3、帶齊所需物品出車，在機(jī)場(chǎng)（車站）最后確認(rèn)航班到達(dá)時(shí)間和出口，提前到達(dá)出口處準(zhǔn)備迎接客人。4、接到客人，確認(rèn)其身份，核對(duì)無(wú)誤之后帶其乘車回酒店，安排登記和入住事宜。5、在禮賓部柜臺(tái)為客人提供咨詢、寄存等禮賓服務(wù)。（二）酒店代表的

53、VIP/大客戶接待工作1、與銷售部相關(guān)人員核對(duì)當(dāng)天預(yù)計(jì)抵達(dá)的VIP人數(shù)和姓名。2、準(zhǔn)備相關(guān)物品，檢查是否有遺漏。3、向有關(guān)部門了解客人信息，準(zhǔn)備接待事宜。4、視客人要求和酒店安排，與訂房部、銷售部、接待處等部門共同安排客人到站活動(dòng)和酒店活動(dòng)。（三）酒店代表交易會(huì)期間工作1、打印“接機(jī)接車報(bào)表”和“預(yù)抵報(bào)表”，核對(duì)接機(jī)接車報(bào)表和SIGNBOARD。2、帶齊所需物品，與機(jī)場(chǎng)（車站）工作人員聯(lián)系協(xié)商接站事宜。3、安排客人休息區(qū)域，為客人提供酒店信息咨詢等服務(wù)。4、與酒店密切聯(lián)系，負(fù)責(zé)機(jī)場(chǎng)與酒店之間的穿梭巴士的調(diào)度工作。三．實(shí)習(xí)主要收獲和體會(huì)（一）實(shí)習(xí)收獲1、服務(wù)意識(shí)的提高對(duì)于酒店等服務(wù)行業(yè)來(lái)講,服務(wù)

54、質(zhì)量無(wú)疑是企業(yè)的核心競(jìng)爭(zhēng)力之一,是企業(yè)的生命線.高水平的服務(wù)質(zhì)量不僅能夠?yàn)轭櫩土粝律羁痰挠∠?為其再次光臨打下基礎(chǔ).而且能夠使顧客倍感尊榮,為企業(yè)樹(shù)立良好的品牌和形象. 通過(guò)酒店組織的培訓(xùn)和平時(shí)部門的強(qiáng)化練習(xí)，鍛煉了我的服務(wù)意識(shí)，養(yǎng)成了面對(duì)客人泛出微笑的好習(xí)慣；學(xué)會(huì)了用標(biāo)準(zhǔn)的禮儀禮貌待客；明白了學(xué)好外語(yǔ)的重要性。2、服務(wù)水平的提高經(jīng)過(guò)了三個(gè)多月的酒店實(shí)習(xí)，使我們對(duì)酒店的基本業(yè)務(wù)和操作有了一定的了解，禮貌是一個(gè)人綜合素質(zhì)的集中反映，酒店更加如此，要敢于開(kāi)口向人問(wèn)好，在向人問(wèn)好的過(guò)程中還要做到三到：口到，眼到，神到，一項(xiàng)都不能少。對(duì)于客人的要求，要盡全力去滿足，盡管有些不是我們職責(zé)范圍的事情，也要

55、盡力幫其轉(zhuǎn)達(dá)；盡管有些要求不合理的不能辦到，都要用委婉的語(yǔ)氣拒絕，幫他尋求其他解決方法。印象最深的是為酒店的日本客人（大多數(shù)是來(lái)自酒店大客戶——本田公司的）服務(wù)，他們通常是不太會(huì)說(shuō)英語(yǔ)的，所以，我們要從他們的動(dòng)作和片言只句中猜到他想要做什么并快速幫他辦好。例如：當(dāng)客人用蹩腳的英語(yǔ)說(shuō)到AIRPORT時(shí)，就要猜到他是想到機(jī)場(chǎng)，要我們安排免費(fèi)的送機(jī)服務(wù)。接下來(lái)就要為他們提供乘車預(yù)約表并接受他的信息再交由主管排車了……3、英語(yǔ)水平的提高在五星級(jí)的涉外飯店中，英語(yǔ)的實(shí)際應(yīng)用能力包括聽(tīng)、說(shuō)、寫的能力是特別重要的。在接觸來(lái)自世界各國(guó)的客人的過(guò)程中，英語(yǔ)作為國(guó)際通用語(yǔ)言發(fā)揮了它的重要性，沒(méi)有它，我和客人就沒(méi)法

56、溝通，更提不上為他（她）服務(wù)。交易會(huì)期間，客人們從世界各地趕過(guò)來(lái)，對(duì)廣州對(duì)鳳凰城酒店都不熟悉，就要我們用英語(yǔ)為他們介紹，接受他們對(duì)會(huì)館、天氣、地理、購(gòu)物等信息的咨詢，及時(shí)向客人推銷廣州和宣傳酒店的形象。（二）實(shí)習(xí)體會(huì)1、實(shí)習(xí)不是體驗(yàn)生活實(shí)習(xí)占用了我們大學(xué)里的最后一個(gè)暑假的時(shí)間，但是這和以往打的暑期工不同，在工作過(guò)程中，我們不是單純地出賣自己的勞動(dòng)力去換取報(bào)酬，而是當(dāng)自己是酒店的一員，和各部門同事密切合作維護(hù)酒店形象和創(chuàng)造最大的利益。實(shí)習(xí)過(guò)程中，我們不會(huì)因?yàn)檫€是本科在讀生而受到特別的禮遇，和其他心員工一樣，從酒店基本知識(shí)和本職工作開(kāi)始了解，偶爾做錯(cuò)事，也不會(huì)有人偏袒。2、實(shí)習(xí)是一個(gè)接觸社會(huì)的過(guò)程

57、通過(guò)這次實(shí)習(xí)，我比較全面地了解了酒店的組織架構(gòu)和經(jīng)營(yíng)業(yè)務(wù)，接觸了形形色色的客人，同時(shí)還結(jié)識(shí)了很多很好的同事和朋友，他們讓我更深刻地了解了社會(huì)，他們拓寬了我的視野，也教會(huì)了我如何去適應(yīng)社會(huì)融入社會(huì)。3、實(shí)習(xí)期與鳳凰城酒店的關(guān)系作為酒店的一員，穿上了制服，就要處處維護(hù)鳳凰城酒店的權(quán)益，要把自己和酒店緊密聯(lián)系起來(lái)，要熟悉酒店的信息，要另自己的一言一行都要代表酒店的利益，時(shí)刻為酒店做宣傳，提高酒店和自己的形象。4、實(shí)習(xí)與就業(yè)實(shí)習(xí)過(guò)程中，讓我提前接觸了社會(huì)，認(rèn)識(shí)到了當(dāng)今的就業(yè)形勢(shì)，并為自己不久后的就業(yè)計(jì)劃做了一次提前策劃。通過(guò)這次實(shí)習(xí)，我發(fā)現(xiàn)了自己與酒店的契合點(diǎn)，為我的就業(yè)方向做了一個(gè)指引。另外，鳳凰城

58、酒店的人才培養(yǎng)制度為我們提供了大量的學(xué)習(xí)機(jī)會(huì)，為我們提供了就業(yè)機(jī)會(huì)。實(shí)習(xí)實(shí)際上就是一次就業(yè)的演練。四 實(shí)習(xí)想法和建議（一）實(shí)習(xí)想法初步接觸了酒店業(yè)和鳳凰城酒店，發(fā)現(xiàn)人員流動(dòng)量大是整個(gè)行業(yè)的問(wèn)題。酒店業(yè)的從業(yè)者素質(zhì)參差不齊，從中學(xué)文化到研究生甚至更高文化的都有；同時(shí)，員工的年齡跨度很大，小的剛滿18歲，但是有的部門普通員工已經(jīng)年過(guò)半百了。年齡和文化程度的差異，決定了酒店在效率上的差異，如：客房服務(wù)員的英語(yǔ)水平普遍不高，在客人需要某些客房服務(wù)時(shí)，他們往往聽(tīng)不懂其要求而要前臺(tái)或者服務(wù)中心同事的幫助，將電話轉(zhuǎn)來(lái)轉(zhuǎn)去耽誤了時(shí)間，還會(huì)造成客人的不滿。酒店業(yè)是一個(gè)很需要團(tuán)隊(duì)精神的行業(yè)，任何一位客人需要的服務(wù)

59、都不可能由一個(gè)人幫他完成。從客人訂房的那一刻開(kāi)始，我們就開(kāi)始為他服務(wù)，從預(yù)定到接待到入住到餐飲康樂(lè)到退房離開(kāi)拿一項(xiàng)都離不開(kāi)各部門的溝通和合作。鳳凰城酒店是一個(gè)新生的涉外五星級(jí)酒店，只有兩年多的歷史，或多或少存在一些管理上的弊病。酒店內(nèi)部職權(quán)不清，管理混亂，容易引起部門糾紛。例如管家部和禮賓部都可以為客人提供洗衣物的歸還工作，客人在預(yù)計(jì)時(shí)間內(nèi)沒(méi)收到衣物時(shí)打電話來(lái)詢問(wèn)或投訴時(shí)，經(jīng)常因?yàn)樽肪控?zé)任而引起爭(zhēng)吵，破壞部門間的關(guān)系又影響了效率。溝通不靈，團(tuán)隊(duì)凝聚力不夠。酒店一些部門不是24小時(shí)工作的，諸如訂房部、銷售部……各部門之間恰好又沒(méi)有一定的默契和相適應(yīng)的應(yīng)變機(jī)制，以至造成了客人資料沒(méi)有及時(shí)更新，耽誤

60、了接車接機(jī)服務(wù)、行李運(yùn)輸?shù)鹊仁录陌l(fā)生。酒店資料不統(tǒng)一，沒(méi)有完善的培訓(xùn)制度。由于人手緊缺，我上班第一天就開(kāi)始正式的工作，但是當(dāng)時(shí)我對(duì)鳳凰城酒店幾乎一無(wú)所知，只能從部門提供的一些資料開(kāi)始了解，至于酒店的建筑結(jié)構(gòu)和其他部門的營(yíng)業(yè)情況等等，則是在工作中向身邊的同事請(qǐng)教慢慢積累起來(lái)的。由于酒店的資料都是各部門自行整理出來(lái)的，難免在一些內(nèi)容上有些出入，比如酒店到機(jī)場(chǎng)的空港快線的運(yùn)行時(shí)間，禮賓部和管家部的資料顯示的時(shí)間就有不同，在實(shí)際運(yùn)用中，同事們又告訴我最近改了時(shí)間，有了新的時(shí)間表……我們?cè)谌肼氁粋€(gè)多月之后才進(jìn)行人力資源部的入職培訓(xùn)，當(dāng)時(shí)培訓(xùn)酒店仍然沒(méi)有為我們提供統(tǒng)一的培訓(xùn)資料，培訓(xùn)沒(méi)有針對(duì)性，在禮儀禮

61、貌方面花費(fèi)了相當(dāng)多的時(shí)間，但當(dāng)時(shí)我們已經(jīng)在部門內(nèi)部組織的會(huì)議里面重復(fù)多次了。此外，人力資源部組織培訓(xùn)的時(shí)間正當(dāng)各部門任務(wù)繁重的時(shí)期，培訓(xùn)4天時(shí)間里，天天有新同事請(qǐng)假工作而不能參加培訓(xùn)，培訓(xùn)效果大打折扣。鳳凰城酒店的管理制度百密一疏，在考勤制度上不夠嚴(yán)謹(jǐn)，經(jīng)常有領(lǐng)導(dǎo)、同事遲到早退或者幫人打上下班卡的事情出現(xiàn)。當(dāng)然，自己在這次酒店實(shí)習(xí)中也有不足，在工作過(guò)程中對(duì)部門業(yè)務(wù)不夠熟悉，不能隨時(shí)變通并快速為客人提供準(zhǔn)確的信息。粗心大意的毛病在我身上還是時(shí)有發(fā)生，在酒店工作最重要的就是細(xì)心耐心，所以這是很致命的缺點(diǎn)。自己的英語(yǔ)水平仍需要提高，方便和客人溝通交流，另一方面，適當(dāng)了解其他外語(yǔ)和外國(guó)文化也是非常必要

62、的。（二）個(gè)人建議碧桂園集團(tuán)已經(jīng)有了很完善的儲(chǔ)備干部制度，只有繼續(xù)該制度，提高酒店的入職門檻，才可能發(fā)掘有能力有素質(zhì)的員工。這就可以使本身良莠不齊的人力資源狀況得到改善，整體素質(zhì)提高了，員工積極性提高了，工作效率才可能提高，酒店收益才可能最大化。酒店的人力資源部可以統(tǒng)一收集各部門的營(yíng)業(yè)資料制作完整的培訓(xùn)資料和酒店信息，在員工培訓(xùn)時(shí)派發(fā)并及時(shí)更新。酒店各部門多交流，在酒店信息和資料上盡量統(tǒng)一并及時(shí)送達(dá)，以免造成信息不通或信息遲到的情況出現(xiàn)，這是提高酒店服務(wù)質(zhì)量，改善工作效率、化解部門糾紛和營(yíng)造酒店形象的必要措施。在培訓(xùn)方面，針對(duì)員工流動(dòng)性大的問(wèn)題，希望人力資源部可以根據(jù)每月新入職的員工情況和當(dāng)月

63、酒店的營(yíng)業(yè)狀況安排培訓(xùn)時(shí)間，專人進(jìn)行培訓(xùn)工作并在員工工作后實(shí)時(shí)跟蹤新員工的工作生活情況，強(qiáng)化新員工的業(yè)務(wù)素質(zhì)。酒店有很很多英語(yǔ)、日語(yǔ)、禮儀方面的專家，希望酒店能定期安排員工參加相關(guān)的應(yīng)用英語(yǔ)、日常日語(yǔ)和國(guó)際禮儀強(qiáng)化培訓(xùn)，提高員工服務(wù)質(zhì)量，為客人們提供更周到的服務(wù)。#4樓回目錄酒店實(shí)習(xí)報(bào)告酒店實(shí)習(xí)報(bào)告 英文 | 2016-08-13 18:57實(shí)習(xí)時(shí)也覺(jué)得累，曾覺(jué)得一天竟會(huì)如此難以熬過(guò)，快結(jié)束時(shí)，也覺(jué)得原來(lái)這么快。這恐怕是我這輩子也難以忘懷的暑假了，從沒(méi)有一個(gè)暑假是這樣累，這樣豐富，這樣心酸，這樣多彩的了。想來(lái)我的暑假都會(huì)開(kāi)啟豬模式，吃、睡、玩。除此之外，偶爾的為現(xiàn)狀擔(dān)憂，惆悵一番，計(jì)劃一般，便

64、是不了了之了。 把自己放置在這樣一個(gè)不能放棄的環(huán)境之中，即使心酸，也自己咽下淚水，即使不滿，也自己咬牙堅(jiān)持。當(dāng)然生活不會(huì)是單一味道，在這塊兩個(gè)月的日子所學(xué)到的，所接觸到的，所感受到的，將會(huì)是我一輩子的珍寶。不可否認(rèn)的是，這次實(shí)習(xí)是很累的，很辛苦的。不僅是生理上的，龐大的工作量，三班倒的作息混亂；還有心理上的巨大壓力，客人跑單，管理者的批評(píng)，混雜多亂的同事關(guān)系，客人們消極情緒的傳遞我一致贊同人就是一種情緒動(dòng)物，理性感興致分支是一種狹義的分法，理性其實(shí)也是一種感性。情緒至于我們的日常生活是必不可免又有深遠(yuǎn)影響的。在這里我遇到很多有意思的人，我很喜歡他們，是酒店讓我遇見(jiàn)這樣多形形色色豐富多彩的人物。

65、有平時(shí)較之別的老總更有禮貌，但是生起氣來(lái)會(huì)沖人嚷嚷“滾開(kāi)”的XX總。 有在餐廳享有專座，專用餐具的楊總一大家族。有來(lái)自臺(tái)灣的給我算過(guò)命的易經(jīng)大師。有要挖我去為他工作的酒店常客，可愛(ài)的美國(guó)老頭ted。多么鮮活的朋友們啊，真的很開(kāi)心，您們能出現(xiàn)在我的生活之中。究其緣由，正是由于我修習(xí)了酒店管理這門專業(yè)，才促使我參加了這次實(shí)習(xí)。我并不是被調(diào)劑到這門專業(yè)的，當(dāng)年我選擇師大的酒店管理專業(yè)，一是沖著211學(xué)校，而是想出省、去遠(yuǎn)的地方，三就是看中這個(gè)專業(yè)的市場(chǎng)高端型人才的欠缺，以及這個(gè)專業(yè)的4年課程的設(shè)置，對(duì)于這種課堂和實(shí)踐的結(jié)合設(shè)置，我感到非常適合市場(chǎng)的需要，只有在學(xué)習(xí)系統(tǒng)的理論、管理知識(shí)、基礎(chǔ)知識(shí)，和在

66、實(shí)踐中學(xué)習(xí)，去體會(huì)這個(gè)行業(yè)的實(shí)際情況，才能更好的掌握知識(shí)和適應(yīng)實(shí)踐的需要。當(dāng)時(shí)我對(duì)于商學(xué)院也是頗感興趣的，但是我認(rèn)為沒(méi)有對(duì)一個(gè)行業(yè)更具體、深入的了解，很難掌握理論知識(shí)。其中我感到最大的收獲，就是通過(guò)這兩個(gè)月，把我的自認(rèn)為的身份、心理定位，從一個(gè)在學(xué)校，一心只讀圣賢書(shū)的天真的學(xué)生，逐漸引向了社會(huì)。社會(huì)是什么樣的，社會(huì)需要什么，社會(huì)要求什么我想我多少有了一點(diǎn)點(diǎn)的認(rèn)識(shí)。這次的短短的實(shí)習(xí)是一個(gè)橋梁，溝通起我過(guò)去所學(xué)所積累的，指引我未來(lái)的方向和所需積累的。未來(lái)還未來(lái)，無(wú)需過(guò)分擔(dān)憂。但機(jī)會(huì)是留給有準(zhǔn)備的人的。在這次實(shí)習(xí)中，我深感羞愧的是，我身為學(xué)習(xí)了2年酒店管理專業(yè)的大學(xué)生，但我對(duì)于酒店的知識(shí)、技能，實(shí)在是知之甚少。從小學(xué)二年級(jí)就開(kāi)始學(xué)的英語(yǔ)，所花費(fèi)的時(shí)間和所學(xué)到的知識(shí)實(shí)在是不對(duì)等，“輸?shù)接脮r(shí)方恨少”。 我必須積累更多！我所在的部門——美食廣場(chǎng)，是很適應(yīng)先下國(guó)家政策的一種嘗試。它是高端酒店里的平民化場(chǎng)所，消費(fèi)并不高，人均通常在100左右，相當(dāng)于更規(guī)范化的“大排檔”。但是生意很好，雖然現(xiàn)在酒店行業(yè)不景氣有所下滑，但仍占據(jù)著酒店餐飲部收入的半邊天。隨著國(guó)民生活條件的改善，人們?nèi)找骊P(guān)注生活的品質(zhì)，相信高