- 相关推荐
酒店实习报告 英文
Abstract
Last 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 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 the 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. 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 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 three 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 responsible 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 during 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，我在老师的指导和帮助下，到北京金都假日酒店参加了实习，我的工作是前厅部管理下的礼宾部的一名行李员，在实习之前我认为这些不算什么，没有什么可以难住我，但是在工作中我逐渐发现了自己的不足和需要改进的地方.
在实习之前，我充满紧张，因为我不知道我是否能胜任这份工作，我没有社会实践的经验。但是，这次实习会截然不同，我不得不面对一系列的问题并解决它们，我需要勤劳努力地做好我的工作。我们的实习是完全不同于大学生活的，有好多书本上学不到的东西，学习如何工作，怎样与人交往，沟通，如何更好的完成这份工作。
我被安排在礼宾部，每天就是站在大堂里。负责帮客人拿行李，帮助大堂里有困难需要帮助的客人或帮客人开门。大体上我们的工作是一样的，领导会给我们排班。我们总共有三个班：早班是早上7点到下午3点，中班时下午3点到晚上11点，夜班时晚上11点到第二天早上7点。
在假日酒店实习告诉我，在社会中，每个人都有自己的位置，无论你从事什么样的工作，你都应该去热爱它。这样，你才可以做的更好。你必须要对自己的工作负责，我最开心的事就是为客人服务，得到客人的认可。这次实习丰富了我的知识和社会经验。
我很高兴自己可以坚持到实习结束，困难可以使人更好的成长。我在实践中学会了很多技巧，包括沟通技巧、交际技巧。得到了很多宝贵的经验财富;了解到自身的不足，总结了经验和教训。在以后学习生活中我将明确自己努力的方向，不断地进行自我增值，为以后策划自己的职业生涯垫定基础。
英文版：酒店前台实结
My Internship Life
--Seven 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 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 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 that I want to be.
【keywords】work experience, internship life
1. Introduction
The 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 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 holidays 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 experience
2.1Be interested in your work
The first week, we were arranged in the training 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 the 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 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 me how to handle V4 system and deal with some important things, for example, answer the
phone、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 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 freely
Things 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 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 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 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 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 much 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 a
worried 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 job
Of course, I also had a period of pell-mell time. The first day of each month was my nightmare, because 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 amended 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 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 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 many 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 gotten right, you would disqualified if you made one mistake. Our
goal 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 gains
One word was my favorite, it saying “you can’t teach a man anything, you can only help him discover 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 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 Garcia
Before 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 contents 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 alone. In this book, I wanted to share several sentences to everybody.
Don’t work only for the high salary
Once giving up, you will get more
Just do a little more than you should do
Work Consciously
Facing with sb / to sth in a thanksgiving mood
Learn the advantages from your boss
Love your work
Who will send 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” is
away, as well as when he is at home. And the man who, when given a letter for Garcia, quietly takes 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.” If I could, I hope I will become this kind of person.
3.2 Thanksgiving
The 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 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 teach 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 life 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 everybody 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 arranged
them to order rooms on the internet、sell the goods 、register the free VIP cards and hand out the milk. Everything was going well.
4. Conclusion
The 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 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 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 brought 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.
酒店实习报告范文
经过这三个半月的实际运用，使我们对酒店的经营运作有了一定的了解，通过实践，受益匪浅。我在实践中学会了很多技巧，包括沟通技巧、交际技巧、销售技巧；体验到了酒店管理的艺术性和人力资源合理利用的重要性，得到了很多宝贵的经验财富；了解到自身的不足，总结了经验和教训。在以后学习生活中我将明确自己努力的方向，不断地进行自我增值，为以后策划自己的职业生涯垫定基础。
一．前言
(一)实习单位介绍
1、实习单位：广州凤凰城酒店
广州凤凰城酒店 —— 位于广园东路新塘路段，是南中国首家以白金五星级标准建造、南中国最广阔的山水主题式酒店。酒店背倚郁郁葱葱的凤凰五环山，面朝仪态万方的翠湖。整体占地面积达 20 万平方米，建筑面积达 7. 8 万平方米 ，是广州面积最大、楼层最低的山水酒店。富丽典雅的欧陆式建筑风格，使宾客感受到西方古典文化独特的神秘雅致。此外，酒店还特别引进了国外主题式酒店的独特意念，创造出超凡的品味。
凤凰城酒店由碧桂园集团斥资约4.5亿元重金兴建，碧桂园酒店管理公司管理，充分发挥“商务、度假、会议”的功能优势，在完善广园东碧桂园的楼盘配套的同时从容开展商务和度假活动，推动碧桂园“给你一个五星级的家”的品牌品质的持续提升。
2、实习部门：前厅礼宾部
前厅部包括：接待处、礼宾部、总机、商务中心、订房部共五个分部门，酒店实行部门经理负责制，由前厅经理统筹安排，各分部主任或分部经理管理本部门事务，与其他部门密切配合，合作完成工作。礼宾部作为宾客迎来送往在最重要的部门之一，分设行李生和酒店代表两个部分，由礼宾经理总体负责，下设行李生领班（3人）和行李生（11人），酒店代表主管（1人）资深酒店代表（1人）和酒店代表（4人）。
（二）实习职位介绍
酒店代表是代表酒店在机场、火车站等出入境口岸迎送客人，及时向客人推销酒店和宣传酒店的形象，影响着客人对酒店的印象。酒店代表的主要任务是提供快捷妥当的服务，将客人接回酒店入住或送机送车，作为最早和最后接触客人的酒店员工，把握每一个机会不失时机
地为酒店作宣传，争取更多的客源，负责保护客人的行李和人身安全，为客人提供酒店内外设施、环境咨询，为客人提供尊贵的礼宾服务。
二 实习内容
（一）酒店代表日常工作
1、利用凤凰城酒店的“千里马酒店管理系统”查阅每天的“接机、接车服务报表”，详细登记当天的服务需求情况并按中文、英文、日文用A3纸打印成“SIGNBOARD”，在纸后面写上接机（车）日期、航班号、始发地、预计到达时间、人数、是否收费等信息。
2、查询航班信息，确定时间和到达情况，报告主管进行车辆和人员安排。
3、带齐所需物品出车，在机场（车站）最后确认航班到达时间和出口，提前到达出口处准备迎接客人。
4、接到客人，确认其身份，核对无误之后带其乘车回酒店，安排登记和入住事宜。
5、在礼宾部柜台为客人提供咨询、寄存等礼宾服务。
（二）酒店代表的VIP/大客户接待工作
1、与销售部相关人员核对当天预计抵达的VIP人数和姓名。
2、准备相关物品，检查是否有遗漏。
3、向有关部门了解客人信息，准备接待事宜。
4、视客人要求和酒店安排，与订房部、销售部、接待处等部门共同安排客人到站活动和酒店活动。
（三）酒店代表交易会期间工作
1、打印“接机接车报表”和“预抵报表”，核对接机接车报表和SIGNBOARD。
2、带齐所需物品，与机场（车站）工作人员联系协商接站事宜。
3、安排客人休息区域，为客人提供酒店信息咨询等服务。
4、与酒店密切联系，负责机场与酒店之间的穿梭巴士的调度工作。
三．实习主要收获和体会
（一）实习收获
1、服务意识的提高
对于酒店等服务行业来讲,服务质量无疑是企业的核心竞争力之一,是企业的生命线.高水平的服务质量不仅能够为顾客留下深刻的印象,为其再次光临打下基础.而且能够使顾客倍感尊荣,为企业树立良好的品牌和形象. 通过酒店组织的培训和平时部门的强化练习，锻炼了我的服务意识，养成了面对客人泛出微笑的好习惯；学会了用标准的礼仪礼貌待客；明白了学好外语的重要性。
2、服务水平的提高
经过了三个多月的酒店实习，使我们对酒店的基本业务和操作有了一定的了解，礼貌是一个人综合素质的集中反映，酒店更加如此，要敢于开口向人问好，在向人问好的过程中还要做到三到：口到，眼到，神到，一项都不能少。对于客人的要求，要尽全力去满足，尽管有些不是我们职责范围的事情，也要尽力帮其转达；尽管有些要求不合理的不能办到，都要用委婉的语气拒绝，帮他寻求其他解决方法。
印象最深的是为酒店的日本客人（大多数是来自酒店大客户——本田公司的）服务，他们通常是不太会说英语的，所以，我们要从他们的动作和片言只句中猜到他想要做什么并快速帮他办好。例如：当客人用蹩脚的英语说到AIRPORT时，就要猜到他是想到机场，要我们安排免费的送机服务。接下来就要为他们提供乘车预约表并接受他的信息再交由主管排车了……
3、英语水平的提高
在五星级的涉外饭店中，英语的实际应用能力包括听、说、写的能力是特别重要的。在接触来自世界各国的客人的过程中，英语作为国际通用语言发挥了它的重要性，没有它，我和客人就没法沟通，更提不上为他（她）服务。交易会期间，客人们从世界各地赶过来，对广州对凤凰城酒店都不熟悉，就要我们用英语为他们介绍，接受他们对会馆、天气、地理、购物等信息的咨询，及时向客人推销广州和宣传酒店的形象。
（二）实习体会
1、实习不是
体验生活
实习占用了我们大学里的最后一个暑假的时间，但是这和以往打的暑期工不同，在工作过程中，我们不是单纯地出卖自己的劳动力去换取报酬，而是当自己是酒店的一员，和各部门同事密切合作维护酒店形象和创造最大的利益。
实习过程中，我们不会因为还是本科在读生而受到特别的礼遇，和其他心员工一样，从酒店基本知识和本职工作开始了解，偶尔做错事，也不会有人偏袒。
2、实习是一个接触社会的过程
通过这次实习，我比较全面地了解了酒店的组织架构和经营业务，接触了形形色色的客人，同时还结识了很多很好的同事和朋友，他们让我更深刻地了解了社会，他们拓宽了我的视野，也教会了我如何去适应社会融入社会。
3、实习期与凤凰城酒店的关系
作为酒店的一员，穿上了制服，就要处处维护凤凰城酒店的权益，要把自己和酒店紧密联系起来，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，时刻为酒店做宣传，提高酒店和自己的形象。
4、实习与就业
实习过程中，让我提前接触了社会，认识到了当今的就业形势，并为自己不久后的就业计划做了一次提前策划。通过这次实习，我发现了自己与酒店的契合点，为我的就业方向做了一个指引。另外，凤凰城酒店的人才培养制度为我们提供了大量的学习机会，为我们提供了就业机会。实习实际上就是一次就业的演练。
四 实习想法和建议
（一）实习想法
初步接触了酒店业和凤凰城酒店，发现人员流动量大是整个行业的问题。酒店业的从业者素质参差不齐，从中学文化到研究生甚至更高文化的都有；同时，员工的年龄跨度很大，小的刚满18岁，但是有的部门普通员工已经年过半百了。年龄和文化程度的差异，决定了酒店在效率上的差异，如：客房服务员的英语水平普遍不高，在客人需要某些客房服务时，他们往往听不懂其要求而要前台或者服务中心同事的帮助，将电话转来转去耽误了时间，还会造成客人的不满。
酒店业是一个很需要团队精神的行业，任何一位客人需要的服务都不可能由一个人帮他完成。从客人订房的那一刻开始，我们就开始为他服务，从预定到接待到入住到餐饮康乐到退房离开拿一项都离不开各部门的沟通和合作。
凤凰城酒店是一个新生的涉外五星级酒店，只有两年多的历史，或多或少存在一些管理上的弊病。酒店内部职权不清，管理混乱，容易引起部门纠纷。例如管家部和礼宾部都可以为客
人提供洗衣物的归还工作，客人在预计时间内没收到衣物时打电话来询问或投诉时，经常因为追究责任而引起争吵，破坏部门间的关系又影响了效率。
沟通不灵，团队凝聚力不够。酒店一些部门不是24小时工作的，诸如订房部、销售部……各部门之间恰好又没有一定的默契和相适应的应变机制，以至造成了客人资料没有及时更新，耽误了接车接机服务、行李运输等等事件的发生。
酒店资料不统一，没有完善的培训制度。由于人手紧缺，我上班第一天就开始正式的工作，但是当时我对凤凰城酒店几乎一无所知，只能从部门提供的一些资料开始了解，至于酒店的建筑结构和其他部门的营业情况等等，则是在工作中向身边的同事请教慢慢积累起来的。由于酒店的资料都是各部门自行整理出来的，难免在一些内容上有些出入，比如酒店到机场的空港快线的运行时间，礼宾部和管家部的资料显示的时间就有不同，在实际运用中，同事们又告诉我最近改了时间，有了新的时间表……我们在入职一个多月之后才进行人力资源部的入职培训，当时培训酒店仍然没有为我们提供统一的培训资料，培训没有针对性，在礼仪礼貌方面花费了相当多的时间，但当时我们已经在部门内部组织的会议里面重复多次了。此外，人力资源部组织培训的时间正当各部门任务繁重的时期，培训4天时间里，天天有新同事请假工作而不能参加培训，培训效果大打折扣。
凤凰城酒店的管理制度百密一疏，在考勤制度上不够严谨，经常有领导、同事迟到早退或者帮人打上下班卡的事情出现。
当然，自己在这次酒店实习中也有不足，在工作过程中对部门业务不够熟悉，不能随时变通并快速为客人提供准确的信息。粗心大意的毛病在我身上还是时有发生，在酒店工作最重要的就是细心耐心，所以这是很致命的缺点。自己的英语水平仍需要提高，方便和客人沟通交流，另一方面，适当了解其他外语和外国文化也是非常必要的。
（二）个人建议
碧桂园集团已经有了很完善的储备干部制度，只有继续该制度，提高酒店的入职门槛，才可能发掘有能力有素质的员工。这就可以使本身良莠不齐的人力资源状况得到改善，整体素质提高了，员工积极性提高了，工作效率才可能提高，酒店收益才可能最大化。
酒店的人力资源部可以统一收集各部门的营业资料制作完整的培训资料和酒店信息，在员工培训时派发并及时更新。酒店各部门多交流，在酒店信息和资料上尽量统一并及时送达，以免造成信息不通或信息迟到的情况出现，这是提高酒店服务质量，改善工作效率、化解部门纠纷和营造酒店形象的必要措施。
在培训方面，针对员工流动性大的问题，希望人力资源部可以根据每月新入职的员工情况和当月酒店的营业状况安排培训时间，专人进行培训工作并在员工工作后实时跟踪新员工的工作生活情况，强化新员工的业务素质。
酒店有很很多英语、日语、礼仪方面的专家，希望酒店能定期安排员工参加相关的应用英语、日常日语和国际礼仪强化培训，提高员工服务质量，为客人们提供更周到的服务。
酒店实习报告
实习时也觉得累，曾觉得一天竟会如此难以熬过，快结束时，也觉得原来这么快。这恐怕是我这辈子也难以忘怀的暑假了，从没有一个暑假是这样累，这样丰富，这样心酸，这样多彩的了。想来我的暑假都会开启猪模式，吃、睡、玩。除此之外，偶尔的为现状担忧，惆怅一番，计划一般，便是不了了之了。 把自己放置在这样一个不能放弃的环境之中，即使心酸，也自己咽下泪水，即使不满，也自己咬牙坚持。当然生活不会是单一味道，在这块两个月的日子所学到的，所接触到的，所感受到的，将会是我一辈子的珍宝。
不可否认的是，这次实习是很累的，很辛苦的。不仅是生理上的，庞大的工作量，三班倒的作息混乱；还有心理上的巨大压力，客人跑单，管理者的批评，混杂多乱的同事关系，客人们消极情绪的传递
我一致赞同人就是一种情绪动物，理性感兴致分支是一种狭义的分法，理性其实也是一种感性。情绪至于我们的日常生活是必不可免又有深远影响的。在这里我遇到很多有意思的人，我很喜欢他们，是酒店让我遇见这样多形形色色丰富多彩的人物。
有平时较之别的老总更有礼貌，但是生起气来会冲人嚷嚷“滚开”的XX总。 有在餐厅享有专座，专用餐具的杨总一大家族。
有来自台湾的给我算过命的易经大师。
有要挖我去为他工作的酒店常客，可爱的美国老头ted。
多么鲜活的朋友们啊，真的很开心，您们能出现在我的生活之中。
究其缘由，正是由于我修习了酒店管理这门专业，才促使我参加了这次实习。我并不是被调剂到这门专业的，当年我选择师大的酒店管理专业，一是冲着211学校，而是想出省、去远的地方，三就是看中这个专业的市场高端型人才的欠缺，以及这个专业的4年课程的设置，对于这种课堂和实践的结合设置，我感到非常适合市场的需要，只有在学习系统的理论、管理知识、基础知识，和在实践中学习，去体会这个行业的实际情况，才能更好的掌握知识和适应实践的需要。当时我对于商学院也是颇感兴趣的，但是我认为没有对一个行业更具体、深入的了解，很难掌握理论知识。
其中我感到最大的收获，就是通过这两个月，把我的自认为的身份、心理定位，从一个在学校，一心只读圣贤书的天真的学生，逐渐引向了社会。
社会是什么样的，社会需要什么，社会要求什么我想我多少有了一点点的认识。这次的短短的实习是一个桥梁，沟通起我过去所学所积累的，指引我未来的方向和所需积累的。
未来还未来，无需过分担忧。但机会是留给有准备的人的。
在这次实习中，我深感羞愧的是，我身为学习了2年酒店管理专业的大学生，但我对于酒店的知识、技能，实在是知之甚少。从小学二年级就开始学的英语，所花费的时间和所学到的知识实在是不对等，“输到用时方恨少”。 我必须积累更多！
我所在的部门——美食广场，是很适应先下国家政策的一种尝试。它是高端酒店里的平民化场所，消费并不高，人均通常在100左右，相当于更规范化的“大
排档”。但是生意很好，虽然现在酒店行业不景气有所下滑，但仍占据着酒店餐饮部收入的半边天。随着国民生活条件的改善，人们日益关注生活的品质，相信高端酒店放下身段，走平民化道路是一条很通畅的道路。
在实习中，不仅远方作了员工流失以及工作满意状况的调查，我们自己成立的小队也对这个问题颇感兴趣。显然满意度不高，流失率较大。这个问题很严峻，薪金固然是很重要的因素，据点员工收入确实不高，据相关人员说正式员工是2000元左右，领班也就2000多，而且当上领班4个月后才上调为领班工资，而酒店的工作是很累的，据他们反映，员工几乎存不了钱。了解到，员工工资是从酒店餐饮15%的服务费中划出的。但是酒店的成本也很大，现在酒店行业也不景气，酒店方也不便是这个价格，甚至想着怎么在能降低人力资本。
比如，酒店方正在将大堂吧（咖啡厅）和酒水部相结合，因为酒水部是工作相对轻松的，大堂吧也是相对轻松的，但是酒店的工作就是集中性忙碌的，忙的时候很忙，闲的时候又很闲，招少些员工吧，忙碌是有实在是忙不过来，找多一点，不仅闲时很闲，而且，我发现，过多的人员反而工作效率降低。员工或是产生责任分担的心理，或是扎堆聊天，都是很没有效率的情形。但是，如果仅仅是有值班经理巡查到员工扎堆聊天就批评，那是治标不治本的，屡禁不止的。因为我作为员工，我就深深体会到，闲的时候真的很闲，闲到很无聊，扎堆聊天在这种情况下虽不是符合规矩的，但却是合情合理的现象。所以我认为，人员管理是一门必须的能为酒店降低成本，提高效率，获得收益的重要艺术，同时他已是一门很难攻克的学问。到底多少人员才是合理，什么样的班次才是合理的？
改善方法一：对于酒店有意向建立一个特别机动组，提供管家服务，这群人就像是万金油，他们有良好的人际关系处理能力，良好的技能知识，熟悉酒店的运营状况，哪里需要帮忙了，都可以过去，都能很好地融入进去，以最快的速度调整并正常工作。我想具备这种需要的高素质人才就应当配备更好的待遇标准，包括更高的收入，更短的工作时间，更自由的假期申请和调整资格。因而产生了一个良性的循环，各个员工都会更乐意积极的入戏本部门工作，去别的班组帮忙学习，更多地了解酒店，加强自身的知识、技能储备（包括外语水平，茶艺，酒水等等）。因为在一个良性的优秀的系统之中，效率会提高，收入会提高，成本会减少，从而利润增加，从而员工的收入福利会增加，员工的幸福感、满意度会随之增强。
其中非常值得一提的是，满负荷工作理论，就是保持工作时间内一直忙碌，不会像在酒店中出现的，忙的时候根本忙不过来，闲的时候有无事可做。但当我和同事们分享这个观点时，大家都嗤之以鼻。大家有很多的不满，因为忙的时候已经很忙了，但大家的收入实在是有限，这就进入了一个恶性循环。
改善方法二：班次管理。我在美食广场实习期间，主要是实行三班倒，早班（正早，大约是09:50-14:30,17:15-21:00，A2大约是11：15-14:00，17:15-22：30，值班大约是11:15-21:00，开门大约是08:50-13:30,17:15-21:00)；中班（11:15-14:00之后，21:00-次日凌晨01:30）；晚班（17:15-次日凌晨02:00之后）；在我在之前，也有实行过加强班（12:00-13:30,18:00-20:00,22:50——01:00）。其实，美食广场主要忙碌的时间也是很集中的，几乎每天都很忙，除了个别恶劣天，在夏天，由于天气炎热，客人们不愿在家做饭，所以人流量挺大的，日营收约为五万。而客人集中来的饭点，也大概就是加强版的工作时间。而且加强班工作时间段，但是强度大，我认为应恢复加强班，并增强人数，在非忙碌时间段可减少人数。
改善方法三：不止一个在那里的人给我提过，在美食广场，最让人呆不下去，不是因为太累（有很多别的部门来美食广场帮过忙的人都不愿意再来，因为相较而言，美食广场是最累的，而且承担着更大的跑单责任，曾有人形容——在美食广场帮忙，就像是打仗一样），而是哪里的人际关系问题，情绪管理问题的严峻。美食广场的老员工并不多，除了管理层（一主管，一副主管，四领班），四个迎宾员，在服务员中只有两三个老员工，其余都是实习生和暑假工，所以不存在什么老员工欺负新员工的现象。
不过，拉帮结派现象时存在的，颇为严重的，尤其在我们来了不久之后，21期新员工来时，达到了顶峰。我考虑到有几点原因，首先原有实习生几乎都是女生，后来的一批只有一个女生；前后两批人各约十个，前一批人少些；前一批是大专生、大学生（只有我和我的同学两人是大学生，都是女生，比较好亲近些，人数又少，并未有较大的影响，就不再分一类讨论），年龄大些，成年了，而后来的21期都是16岁左右的未成年人，不够成熟，稚嫩、懒散些。
迎宾员在我们那时是一个很重要的角色，他们负责迎宾，而每个人负责区段来的人数、翻台率，是很受迎宾员影响的，和迎宾员关系好些，他自然关照你，少引些客人去你负责的区段，自然也轻松些，事实上各区段的客人分布并不是很公平的。因迎宾员又产生了一些非正式群体。
人员宿舍的分配也对非正式群体的产生出了力。等等，还有很复杂的原因。 拉帮结派，自然关系好的，多多帮忙，常常坐在一起，吃饭也聚在一张桌子上，；对于别的群体人，免不了吐槽讨论，忙的时候也不去帮忙之类的。当然整体的关系还是比较轻松自然的，但表面平静之下，还有暗流，风波。游走在人群之中，前一批认为21期太过懒惰。经我观察，前一批女生多，年长些，听话的多，忍耐力更好；后一批确实年轻些，加上男生又多，确实不够热情，手不够主动，爱窜来窜去，不固定在自己负责的区段。
不论是酒店的管理，还是日常情理，人们不自觉的会有“欺软怕硬”的倾向。对于听话的人会觉得更好拿捏，确实如此，但不例如长久发展，因为好说话的人也会生出厌烦、不公平之感；而懒散些的人敲打太少，会形成惯例。矛盾和后果在前一批陆陆续续离开时显露出来。应及时发现这种现象，并及时合理分配，让大家相互熟悉，更多的沟通会让大家相互了解，更接纳对方，而不能放任各群体越加明显的不同之处。
除了同级之间的不满情绪，还有管理层的情绪管理。我认为很需要改善的就是，酒店赏罚标准的不一致，犯一个单位的错就要填黑单，而做了三个单位的好才会填红单。酒店还有一个奇观，就是自上而下的一泻千里的“批斗”惯例。我言辞情绪过于渲染了些，但给大家的感觉真的很不好，早会时，经理把主管批评一顿，中午班组例会，主管又训我们一顿，在工作时，也会在发现错误或者是好像出错，但并没有掌握足够多的信息时，就说一顿。不论是谁，心情都不会好，而情绪是会感染的，传递到客人身上，就会有不周到的服务，产生一系列恶果。尽管有问题要反映，但每一个清晨，每一个开始由批评开始，真的合适吗？
当然，必不可免的是，客人带来的消极情绪。有很有礼貌，让人心暖的客人，也有很吹毛求疵，不可理喻的客人。我初次遇到时，愤愤不平，虽不能言语，但心中很不爽，在收台才桌子时，甚至打碎了一个烟灰缸。后来人事部周莎莎老师劝解到，客人有可能来之前遇到了一点点不开心的事，并不是故意的，而酒店提供的不仅是餐饮，还有对客人的忍耐，甚至是改善他的情绪。
我感到视野一下子开阔很多，尤其在实结会上，有幸见到酒店领导和老
师认识和处理问题，真真是觉得自己粗鄙极了。及时发现了问题，有好好认识吗？有想过好的解决办法吗？
我还需针对这次实习，做更多的思考，对于我个人的性格，特长，以及适合的工作，进一步做职业规划。
【酒店实习报告 英文】相关文章：
酒店实习报告01-24
在酒店的实习报告06-23
酒店实习报告11-06
在酒店实习报告03-31
酒店的实习报告01-16
酒店个人实习报告01-22
酒店工作的实习报告01-24
酒店餐饮实习报告02-27
酒店毕业实习报告04-05
酒店实习报告范文04-29