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酒店实习报告英文版

百分网【实习报告】 编辑:刘昭 发布时间:2017-08-13 10:36:22

ChapterⅠ Introduction

At the summer of 2011, we participated in internship at Tianjin Wealthy

Hotel. We began our work at July 4th. It was a fine day; we took a bus to go to our destination. That was our first time to go to work. Every one was full of interesting and exciting. And except that, we also had some worry. We did not know what would wait for us. How to begin our work? How to communicate with the people? Is it easy or difficult to do well for the job? A lot of questions appeared in our mind, but no one could answer. With so many questions, we began our journey. After four hours, we got our destination. It is located in the Weiguo road , Hedong district,Tianjin city, and it is a four –star standard hotel which have a convenient transportation. Wealthy Hotel was in a tall building, when we first saw it; a grandiosity building entered our eyes. We got down the bus, the teacher and the staff help us to arrange our dormitory, after that, our teacher gave us some useful suggestion about our life during the work. These suggestions help us wipe off our worry, and gave us a good mood to face the challenge. Then we worked at this hotel for 3 mouths. There are many services in this hotel, such as lodging, dining and entertainment. Different rooms have different characteristics in there. The food was very delicious. And also the environment facilities were well-equipped. Every service’s quality here is very good. Also the quality of the staff has a certain level. They know a lot of expertise and modern management concepts. Most of them had been study abroad for years. So there is much knowledge that we can learn by them. When I worked here, I fully aware of the warm help and care from our boss and colleagues. I think this is a successful enterprise,because there are a lot of enterprise culture attracted me to enter the hotel. With these factors, I spend a happy internship. At this hotel, I was mainly responsible for front office work. My job includes three parts: the first part was to be a concierge, the second pare was to be a receptionist, and the last one was to be an operator. Every work gave me a lot of experience. In this hotel, we experienced training, working, and growing. The following are the process and my harvest during the work.

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ChapterⅡ Process

During the process of my internship, I had experienced the work training,

the course of the work and the professional links. Training made me entered my job easily; it was an important part in the work. In this part, I had known how to choose a position, what the culture in this enterprise was, and what the professional links in my work was. I was fortunate to be assigned to the work of the Front office. My job was to registration for the guests. The main processes include: check in, check out, change rooms, print invoices, etc. when I just entered the post, my manager did allow me to work immediately. He helped me familiar with the operating system and let me practiced the workflow. After a period of practice, I basically mastered the work essentials. But this is not enough. In order to be better familiar with my work, the manager planed me to start with a greeter. That was very beneficial to my future work. I humbly accepted the views of the manager, and tried my best to study knowledge which my manager tough me. “A good beginning is half done” I believe if I work hard, I will certainly do the job.

1.Training

When we got the hotel, we began to prepare our work. Before we join the

job, we must have a training. This is an important field. The training including: understanding the corporate culture, learning process and understanding the working environment. Only we learn that knowledge we can have a good mind to go to work. Here are the contents of my training:

(1) Receive the position

In the morning, our boss convened a meeting, introduced all of the

departments in this hotel. He said there were mainly three departments in the hotel: front office, housekeeping, and food and beverage. Every department had its own manager. They are management affairs which happened in their own department. After the boss speaking, every manager made a speech to detailing the work of the department. Then we choose our post which we like. At the same time, every manager considered the choice whether fit for us. If not, they would suggest swapping jobs. In 2

this way, all of us find our best post. I think this is a very humane method. And it is worth learning from in the future work.

(2) Understand the enterprise culture

The success or failure of an enterprise, the key is not only in the business,

but also the culture. Here, we can see the high-end management techniques, can also be fully aware of the rich cultural atmosphere in the hotel, which is the soul of an enterprise. Wealthy Hotel is such a successful model. At the office of the hotel, we can see the photos on the wall that the process of enterprise development here and there, as well as customer letters of appreciation. Some of the letters came from the foreign customers. Let us fully aware of the continuous growth of enterprise and the high service quality. In addition, the hotel also broadcast video about their achievements since the establishment of the hotel. Through the video, we can see a strong team spirit among staffs. We are all attracted by such a team spirit. Under the influence of corporate culture, we have full confidence in the work, and deeply in love with this hotel. If possible, we hope we can make a good achievement in there and create a new course.

(3) Familiar with the working environment

In addition to the above three points, another training content is understand

the working environment. The manager took me to visit the office area, restaurant and rooms. For me, the most important thing was remember that different room. Due to the different rooms had different styles, I must remember them accurately. For example, a customer come to our hotel, she want to check in. the room she want must be quiet, and full of sunshine, then I pick out a room like that. If I do not know which room is meeting her requirements, this customer may be lost. So understanding the working environment is an important thing in the job.

After orientation, I grasp a lot of knowledge to work, initially with the

quality of the work in the hotel. May be it is not enough, but this is very useful. In the future, this knowledge continues to guide me, help me to adapt to the new environment, and accumulate more work experience.

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2. The process of the work

After training, we have officially entered the work. This was my first work

in my life. I was full of curiosity and self-confidence. At the same time, I had a little fear. Because of everything was new. I did not know what was waiting for me. But when I experienced, I though everything was well. My progress was obvious, and I had a good harvest in my job and a big change in my life.

(1) Work as a concierge

My first role was the concierge in the hotel’s front office. Concierge need to

understand the basic etiquette knowledge. This was the purpose of our work here. My classmates and I were wearing a gray suit, stood in doorway on the both sides. When the customer came, I would open the door , and say “Hello, welcome to Wealthy hotel, this way please.” Then I must take the initiative to help them if the customers were with the luggage until they entered the elevator. If necessary, I had to put them to the room. For people who waiting in the hall, I had to send drinks. I have been standing here for a long time. I felt so tired that I could not walk. But I must do it. That was the most basic requirements. That was my job. During my job, I had learned to a range of business etiquette in the hotel, for example: When I had my work, I must pay attention to my appearance, standing, and the way of guiding. Business etiquette is the rule of conduct demonstrating mutual respects in business activities. With the development of economic globalization, the application of business etiquette has been more and more important in the hotel service. This is the knowledge which we have learned at school. Through this work, I have learned how to treat with customers. When my customers came, I must kept honor to give a good impress for customers. For a hotel, the quality service is the key of success. Wealthy Hotel is a four-star standard hotel. From this, I can imagine the good fame of the hotel. So it asked me to have a good quality to work there. Another appoints was kept smile. Smile is the best language in the world. I smiled for our customers; the customers would smile for me too. I thought this was not only useful for the hotel, but also good for our daily life.

(2) Work as a receptionist

4

My second role was the receptionist. The first job was laid a good

foundation for my next job. This was the biggest harvest in my first role. And then, the manager changed my job. This is the most important work in my internship process. The focus of my work was checking in, check out, change rooms, print invoices, etc. There is a case: a person came to our hotel, he want to check in. I let him out of his ID card to register (if he is a foreigner, he may out of his passport). Then, I scan his ID card, and enter his information. After that, I make a room card for the room which he will live. The end, I give him the room card and breakfast voucher. My job is over. Sometime, many customers were not satisfied with the room, I would change another one. In this work, I saw a lot of people. Most of them were friendly, but some of them were not. In this case, I tried my best to adjust my mind. I believe this is the growth. Through continues effort, I got the affirmation of my manager and colleagues. Through this work, I have learned a lot of experience about communication. I have learned how to communicate with others. Communication is one of the most important things for people. I cannot have a good life without communication. I have learned how to communicate with customers, colleagues, and schoolmates in this hotel. The first one was communicate with customers. A ward said: “The customer is King.” when a customer speak with me, I must listen to him carefully. Try our best to satisfy with customers’ requirements. But these requirements must be reasonable. If not, I can tell the customers that I do not have this service, and express my regret. The second one was communicate with colleagues. This was the first time that I communicate with colleagues. It was different from our schoolmates. They were all more mature than schoolmates. So when I got along with them, I had a little fear. But with the time went on, we became familiar with each other. We worked together. If I had some trouble in my work, they would help me. They taught about their life, and sometimes, I taught about our college life. After a mouth, we became friends with each other. The third one was communicate with schoolmates. We had 20 schoolmates worked in this hotel. Some of us were friends, for others, we were not familiar with each other. But when we got there, we were the family members. We live in the same dormitory, working in the same hotel, eating in

the same canteen. Though we work in different apartments, we also helped each other. When I had night shift, my schoolmates often gave me some food at midnight. I also made an effort to help my schoolmates who worked in housekeeping to cleaning the room. After work, we went out to relax in a cool place. At that time, we often taught about our work together or played games. I had experienced understanding, tolerant, friendly and harmonious.

(3) Work as an operator

My third role of my job was an operator. After I finished my first two jobs,

my manager decided to change my job again. That was my last job. I know the telephone is the most used equipment in a hotel. This work required me gave convenience for guests by phone. If there were something wrong with guests, they can call me, then, I notify the relevant departments to help them. The other one, I also help the staff to transfer a call. Here, I understand how to communicate with others. An interesting thing occurred in this period. One night, a customer called me for some service. He speaks English slowly, but I still could not understand hem. And it seems that he could not understand me, too. I am confused. Suddenly, he hangs up the phone.

A few minutes later, he called me again. I ask hem whether he need morning, he said yes. Then, he smiled. He told me that he was Japanese and his English were just so-so. But he was happy with my service.

The above is my work process. I went through three different working

environments, and I experienced to the three different work essentials. All my work was related to my professional. It is good for my study. I have accumulated valuable experience. The internship process was hard, but in another way, it was also happy. To be a trainee, I have been tried my best to do my work. It was a hard process, but at the same time, it was also a happy time. During my work, I accumulated a lot of useful experience. This experience would guide me in my daily life. Internship helps me grow up, and give me a change to face the social by myself. I have a good heaviest in the internship. During this work, I also have a big change in my mind. The purpose of internship is growth, on one hand, the growth is accumulating work experience. On

the other hand, the growth is the change of our mind. When we at school, we are students, we do not know how to live in the social. We learned this knowledge through the internship. During the work, I saw the different people, and experienced different business. I suffered tried, painful, and complain. I also gain the happy and warm. I got criticize and praise. Those were all valuable for me. This process turned me from nave to mature. It recognized me that learning is for working, but the gold of working is not only for ma-ki-ng money. On the contrary, it is for a better living. Internship opened my eye for social, and gives me a big confidence to the future. It is a good beginning. I will take all my harvest to welcome my new life.

3. Professional skills

(1) Reception etiquette

The receptionist on the job is usually sitting. When the customer came, the receptionist must stand up immediately, face toward the customers nodding and smiling: "Hello, can I help you?", "Do you scheduled?" Known who to turn to and confirmed the schedule, customers waiting a moment, then I help them handle immediately. If the customer are looking for a room which are sold out, can ask suggest them change his mind to choose another one. If the customer waiting for a long time in the hall, I may ask them who are looking for and give them some drinks, then help them to contact the people they want to meet. Do not throw them in there regardless. If customers are looking for does not come out to accept, let his past front should be standardized gestures guidelines how to bring respondents go. If the office door of the customers are looking for people even if open, it must knock on the door first, get the license then please customers to enter as customers pour tea, reception is necessary to return to the job. Of course, if the front is only one person, then, guide customers the way to the place where they want directly is all right. If customers know who to turn to, but did not make an 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 etiquette

When 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, × × × (company name, if the company 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 Conclusion

Three-mouth 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 si-mp-le 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.

酒店实习证明英文版2017-08-13 16:10 | #2楼

兹有 xx-xxx-x 学校 酒店管理 专业 xx 同学于20xx年7月2日 至 20xx年8月30日 在 xx-xx酒店 实习

该同学的实习职位是 ____

该学生实习期间工作认真,在工作中遇到不懂的地方,能够虚心向富有经验的前辈请教,善于思考,能够举一反三。对于别人提出的工作建议,可以虚心听取。在时间紧迫的情况下,加时加班完成任务。能够将在学校所学的知识灵活应用到具体的工作中去,保质保量完成工作任务。同时,该学生严格遵守我院的各项规章制度。实习时间,服从实习安排,完成实习任务。尊敬实习单位人员。并能与我单位同事和睦相处,与其一同工作的人员都对该学生的表现予以肯定。

特此证明。

xx-xxx-xx总公司

(实习单位盖章)

20xx_年_9月5_日

internship qualification

xx xx, student from xx-xx university, hotel management, started his two months internship at our company from july 2,20xx to august 30,20xx.

during the student's internship, under the guidance of our company’s engineer, he has a preliminary understanding of the development process of conducting a project, and is more familiar with the engineering system and its related equipment functions and implementation methodology, as well as sales and distributions module. in addition, he puts much effort into his work and study. the student never hesitates to ask senior co-workers when meeting difficulties. at the same time, he respects and gets along very well with others and shows us a very good team spirit and ability of communication and cooperation. co-workers have all given their approval to the student who now leaves an excellent impression to the company.

xx-xxcorporation of china

(valid with a stamp)

september 5th, 20xx

酒店实习报告2017-08-13 8:24 | #3楼

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。

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