酒店实习报告英文版(英文版-毕业论文)

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ChapterⅠIntroductionAtthesummerof2011，weparticipatedininternshipatTianjinWealthyHotel.WebeganourworkatJuly4th。Itwasafineday;wetookabustogotoourdestination.Thatwasourfirsttimetogotowork.Everyonewasfullofinterestingandexciting。Andexceptthat,wealsohadsomeworry。Wedidnotknowwhatwouldwaitforus.Howtobeginourwork?Howtocommunicatewiththepeople?Isiteasyordifficulttodowellforthejob？Alotofquestionsappearedinourmind,butnoonecouldanswer。Withsomanyquestions,webeganourjourney。Afterfourhours，wegotourdestination。ItislocatedintheWeiguoroad，Hedongdistrict，Tianjincity,anditisafour–starstandardhotelwhichhaveaconvenienttransportation.WealthyHotelwasinatallbuilding,whenwefirstsawit;agrandiositybuildingenteredoureyes。Wegotdownthebus,theteacherandthestaffhelpustoarrangeourdormitory,afterthat,ourteachergaveussomeusefulsuggestionaboutourlifeduringthework.Thesesuggestionshelpuswipeoffourworry,andgaveusagoodmoodtofacethechallenge。Thenweworkedatthishotelfor3mouths.Therearemanyservicesinthishotel，suchaslodging，diningandentertainment。Differentroomshavedifferentcharacteristicsinthere.Thefoodwasverydelicious.Andalsotheenvironmentfacilitieswerewell-equipped。Everyservice’squalityhereisverygood.Alsothequalityofthestaffhasacertainlevel。Theyknowalotofexpertiseandmodernmanagementconcepts.Mostofthemhadbeenstudyabroadforyears.Sothereismuchknowledgethatwecanlearnbythem。WhenIworkedhere,Ifullyawareofthewarmhelpandcarefromourbossandcolleagues.Ithinkthisisasuccessfulenterprise，becausetherearealotofenterprisecultureattractedmetoenterthehotel.Withthesefactors,Ispendahappyinternship。Atthishotel,Iwasmainlyresponsibleforfrontofficework.Myjobincludesthreeparts:thefirstpartwastobeaconcierge,thesecondparewastobeareceptionist,andthelastonewastobeanoperator.Everyworkgavemealotofexperience。Inthishotel,weexperiencedtraining,working,andgrowing。Thefollowingaretheprocessandmyharvestduringthework。9

1ChapterⅡProcessDuringtheprocessofmyinternship，Ihadexperiencedtheworktraining，thecourseoftheworkandtheprofessionallinks.Trainingmademeenteredmyjobeasily;itwasanimportantpartinthework.Inthispart,Ihadknownhowtochooseaposition，whatthecultureinthisenterprisewas，andwhattheprofessionallinksinmyworkwas.IwasfortunatetobeassignedtotheworkoftheFrontoffice.Myjobwastoregistrationfortheguests.Themainprocessesinclude:checkin,checkout，changerooms,printinvoices,etc。whenIjustenteredthepost,mymanagerdidallowmetoworkimmediately。Hehelpedmefamiliarwiththeoperatingsystemandletmepracticedtheworkflow。Afteraperiodofpractice,Ibasicallymasteredtheworkessentials。Butthisisnotenough.Inordertobebetterfamiliarwithmywork,themanagerplanedmetostartwithagreeter。Thatwasverybeneficialtomyfuturework。Ihumblyacceptedtheviewsofthemanager，andtriedmybesttostudyknowledgewhichmymanagertoughme.“Agoodbeginningishalfdone”IbelieveifIworkhard，Iwillcertainlydothejob。1．TrainingWhenwegotthehotel，webegantoprepareourwork.Beforewejointhejob,wemusthaveatraining。Thisisanimportantfield.Thetrainingincluding:understandingthecorporateculture,learningprocessandunderstandingtheworkingenvironment。Onlywelearnthatknowledgewecanhaveagoodmindtogotowork.Herearethecontentsofmytraining：（1)ReceivethepositionInthemorning，ourbossconvenedameeting，introducedallofthedepartmentsinthishotel.Hesaidthereweremainlythreedepartmentsinthehotel：frontoffice,housekeeping，andfoodandbeverage。Everydepartmenthaditsownmanager.Theyaremanagementaffairswhichhappenedintheirowndepartment.Afterthebossspeaking,everymanagermadeaspeechtodetailingtheworkofthedepartment.Thenwechooseourpostwhichwelike.Atthesametime,everymanager9

2consideredthechoicewhetherfitforus。Ifnot，theywouldsuggestswappingjobs。Inthisway,allofusfindourbestpost.Ithinkthisisaveryhumanemethod。Anditisworthlearningfrominthefuturework.（2)UnderstandtheenterprisecultureThesuccessorfailureofanenterprise,thekeyisnotonlyinthebusiness,butalsotheculture。Here,wecanseethehigh—endmanagementtechniques，canalsobefullyawareoftherichculturalatmosphereinthehotel,whichisthesoulofanenterprise.WealthyHotelissuchasuccessfulmodel。Attheofficeofthehotel,wecanseethephotosonthewallthattheprocessofenterprisedevelopmenthereandthere,aswellascustomerlettersofappreciation。Someoftheletterscamefromtheforeigncustomers。Letusfullyawareofthecontinuousgrowthofenterpriseandthehighservicequality。Inaddition,thehotelalsobroadcastvideoabouttheirachievementssincetheestablishmentofthehotel。Throughthevideo，wecanseeastrongteamspiritamongstaffs。Weareallattractedbysuchateamspirit.Undertheinfluenceofcorporateculture，wehavefullconfidenceinthework，anddeeplyinlovewiththishotel.Ifpossible,wehopewecanmakeagoodachievementinthereandcreateanewcourse.（3）FamiliarwiththeworkingenvironmentInadditiontotheabovethreepoints,anothertrainingcontentisunderstandtheworkingenvironment.Themanagertookmetovisittheofficearea,restaurantandrooms.Forme，themostimportantthingwasrememberthatdifferentroom.Duetothedifferentroomshaddifferentstyles，Imustrememberthemaccurately。Forexample，acustomercometoourhotel，shewanttocheckin.theroomshewantmustbequiet,andfullofsunshine,thenIpickoutaroomlikethat.IfIdonotknowwhichroomismeetingherrequirements,thiscustomermaybelost.Sounderstandingtheworkingenvironmentisanimportantthinginthejob.Afterorientation,Igraspalotofknowledgetowork，initiallywiththequalityoftheworkinthehotel.Maybeitisnotenough,butthisisveryuseful.Inthefuture,thisknowledgecontinuestoguideme,helpmetoadapttothenew9

3environment,andaccumulatemoreworkexperience.2。TheprocessoftheworkAftertraining,wehaveofficiallyenteredthework.Thiswasmyfirstworkinmylife.Iwasfullofcuriosityandself-confidence。Atthesametime,Ihadalittlefear.Becauseofeverythingwasnew。Ididnotknowwhatwaswaitingforme。ButwhenIexperienced,Ithougheverythingwaswell.Myprogresswasobvious，andIhadagoodharvestinmyjobandabigchangeinmylife.（1）WorkasaconciergeMyfirstrolewastheconciergeinthehotel’sfrontoffice。Conciergeneedtounderstandthebasicetiquetteknowledge.Thiswasthepurposeofourworkhere.MyclassmatesandIwerewearingagraysuit，stoodindoorwayonthebothsides.Whenthecustomercame，Iwouldopenthedoor,andsay“Hello,welcometoWealthyhotel,thiswayplease。”ThenImusttaketheinitiativetohelpthemifthecustomerswerewiththeluggageuntiltheyenteredtheelevator。Ifnecessary,Ihadtoputthemtotheroom。Forpeoplewhowaitinginthehall，Ihadtosenddrinks.Ihavebeenstandinghereforalongtime.IfeltsotiredthatIcouldnotwalk.ButImustdoit。Thatwasthemostbasicrequirements。Thatwasmyjob。Duringmyjob,Ihadlearnedtoarangeofbusinessetiquetteinthehotel,forexample:WhenIhadmywork,Imustpayattentiontomyappearance,standing,andthewayofguiding.Businessetiquetteistheruleofconductdemonstratingmutualrespectsinbusinessactivities.Withthedevelopmentof economicglobalization,theapplicationofbusinessetiquettehasbeenmoreandmoreimportantinthehotelservice。Thisistheknowledgewhichwehavelearnedatschool.Throughthiswork,Ihavelearnedhowtotreatwithcustomers。Whenmycustomerscame,Imustkepthonortogiveagoodimpressforcustomers.Forahotel，thequalityserviceisthekeyofsuccess。WealthyHotelisafour—starstandardhotel。Fromthis,Icanimaginethegoodfameofthehotel.Soitaskedmetohaveagoodqualitytoworkthere.Anotherappointswaskeptsmile。Smileisthebestlanguageintheworld.Ismiledforourcustomers；thecustomerswouldsmileformetoo。Ithoughtthiswasnotonlyusefulforthehotel,9

4butalsogoodforourdailylife.(2）WorkasareceptionistMysecondrolewasthereceptionist.Thefirstjobwaslaidagoodfoundationformynextjob.Thiswasthebiggestharvestinmyfirstrole.Andthen，themanagerchangedmyjob。Thisisthemostimportantworkinmyinternshipprocess。Thefocusofmyworkwascheckingin,checkout，changerooms，printinvoices，etc.Thereisacase：apersoncametoourhotel，hewanttocheckin。IlethimoutofhisIDcardtoregister(ifheisaforeigner，hemayoutofhispassport）.Then,IscanhisIDcard，andenterhisinformation.Afterthat,Imakearoomcardfortheroomwhichhewilllive。Theend,Igivehimtheroomcardandbreakfastvoucher.Myjobisover。Sometime,manycustomerswerenotsatisfiedwiththeroom,Iwouldchangeanotherone.Inthiswork,Isawalotofpeople.Mostofthemwerefriendly,butsomeofthemwerenot.Inthiscase，Itriedmybesttoadjustmymind.Ibelievethisisthegrowth.Throughcontinueseffort,Igottheaffirmationofmymanagerandcolleagues.Throughthiswork,Ihavelearnedalotofexperienceaboutcommunication.Ihavelearnedhowtocommunicatewithothers.Communicationisoneofthemostimportantthingsforpeople.Icannothaveagoodlifewithoutcommunication.Ihavelearnedhowtocommunicatewithcustomers,colleagues,andschoolmatesinthishotel。Thefirstonewascommunicatewithcustomers。Awardsaid:“ThecustomerisKing。”whenacustomerspeakwithme，Imustlistentohimcarefully.Tryourbesttosatisfywithcustomers’requirements。Buttheserequirementsmustbereasonable。Ifnot，IcantellthecustomersthatIdonothavethisservice，andexpressmyregret。Thesecondonewascommunicatewithcolleagues.ThiswasthefirsttimethatIcommunicatewithcolleagues.Itwasdifferentfromourschoolmates.Theywereallmorematurethanschoolmates.SowhenIgotalongwiththem,Ihadalittlefear。Butwiththetimewenton，webecamefamiliarwitheachother。Weworkedtogether。IfIhadsometroubleinmywork，theywouldhelpme.Theytaughtabouttheirlife，andsometimes，Itaughtaboutourcollegelife。Afteramouth,webecamefriendswitheachother。Thethird9

5onewascommunicatewithschoolmates.Wehad20schoolmatesworkedinthishotel。Someofuswerefriends,forothers,wewerenotfamiliarwitheachother.Butwhenwegotthere，wewerethefamilymembers。Weliveinthesamedormitory，workinginthesamehotel,eatinginthesamecanteen.Thoughweworkindifferentapartments，wealsohelpedeachother.WhenIhadnightshift,myschoolmatesoftengavemesomefoodatmidnight.Ialsomadeanefforttohelpmyschoolmateswhoworkedinhousekeepingtocleaningtheroom。Afterwork，wewentouttorelaxinacoolplace.Atthattime,weoftentaughtaboutourworktogetherorplayedgames.Ihadexperiencedunderstanding,tolerant,friendlyandharmonious。(3)WorkasanoperatorMythirdroleofmyjobwasanoperator.AfterIfinishedmyfirsttwojobs,mymanagerdecidedtochangemyjobagain。Thatwasmylastjob.Iknowthetelephoneisthemostusedequipmentinahotel.Thisworkrequiredmegaveconvenienceforguestsbyphone。Ifthereweresomethingwrongwithguests，theycancallme，then，Inotifytherelevantdepartmentstohelpthem。Theotherone,Ialsohelpthestafftotransferacall.Here，Iunderstandhowtocommunicatewithothers。Aninterestingthingoccurredinthisperiod。Onenight，acustomercalledmeforsomeservice.HespeaksEnglishslowly,butIstillcouldnotunderstandhem。Anditseemsthathecouldnotunderstandme，too。Iamconfused。Suddenly,hehangsupthephone。Afewminuteslater,hecalledmeagain.Iaskhemwhetherheneedmorning,hesaidyes.Then，hesmiled。HetoldmethathewasJapaneseandhisEnglishwerejustso-so.Buthewashappywithmyservice。Theaboveismyworkprocess。Iwentthroughthreedifferentworkingenvironments，andIexperiencedtothethreedifferentworkessentials.Allmyworkwasrelatedtomyprofessional.Itisgoodformystudy。Ihaveaccumulatedvaluableexperience。Theinternshipprocesswashard，butinanotherway,itwasalsohappy.Tobeatrainee，Ihavebeentriedmybesttodomywork.Itwasahardprocess,butatthesametime，itwasalsoahappytime。Duringmywork,Iaccumulatedalotofusefulexperience。Thisexperiencewouldguidemeinmydaily9

6life。Internshiphelpsmegrowup，andgivemeachangetofacethesocialbymyself.Ihaveagoodheaviestintheinternship。Duringthiswork,Ialsohaveabigchangeinmymind.Thepurposeofinternshipisgrowth，ononehand,thegrowthisaccumulatingworkexperience.Ontheotherhand，thegrowthisthechangeofourmind。Whenweatschool，wearestudents,wedonotknowhowtoliveinthesocial.Welearnedthisknowledgethroughtheinternship。Duringthework,Isawthedifferentpeople,andexperienceddifferentbusiness。Isufferedtried,painful,andcomplain。Ialsogainthehappyandwarm。Igotcriticizeandpraise。Thosewereallvaluableforme.Thisprocessturnedmefromnaïvetomature。Itrecognizedmethatlearningisforworking，butthegoldofworkingisnotonlyformakingmoney。Onthecontrary,itisforabetterliving。Internshipopenedmyeyeforsocial，andgivesmeabigconfidencetothefuture.Itisagoodbeginning.Iwilltakeallmyharvesttowelcomemynewlife。3.Professionalskills(1)ReceptionetiquetteThereceptionistonthejobisusuallysitting。Whenthecustomercame，thereceptionistmuststandupimmediately,facetowardthecustomersnoddingandsmiling：”Hello，canIhelpyou?”,”Doyouscheduled？"Knownwhototurntoandconfirmedtheschedule，customerswaitingamoment,thenIhelpthemhandleimmediately.Ifthecustomerarelookingforaroomwhicharesoldout,canasksuggestthemchangehismindtochooseanotherone.Ifthecustomerwaitingforalongtimeinthehall,Imayaskthemwhoarelookingforandgivethemsomedrinks,thenhelpthemtocontactthepeopletheywanttomeet.Donotthrowtheminthereregardless.Ifcustomersarelookingfordoesnotcomeouttoaccept,lethispastfrontshouldbestandardizedgesturesguidelineshowtobringrespondentsgo.Iftheofficedoorofthecustomersarelookingforpeopleevenifopen,itmustknockonthedoorfirst,getthelicensethenpleasecustomerstoenterascustomerspourtea,receptionisnecessarytoreturntothejob。Ofcourse，ifthefrontisonlyoneperson,then，guidecustomersthewaytotheplacewheretheywantdirectlyisallright。If9

7customersknowwhototurnto,butdidnotmakeanappointment,thereceptiontocallandask，tellcolleaguesortheleadershipofassistantwhetherconvenienttoreception。Inordertodealwithcustomers’courtesyandconveniencerefusedtoappropriately，evenifitislookingforcolleaguesorleaderspersonallyconnected，canbeusedastheotherpersonansweredthetelephone，askagain.Sothatcustomerstolistento,evenifthephoneisnotpromisedtoreceive,orhewaslookingdirectlyrejected，andmakearoomfortheprocessingofnextstep。(2)Telephoneetiquette Whenthephonerings,thereceptionistpicksupthephoneandmaintainsarelaxed,pleasanttoneofvoice.Donotholdabadtemper，evenfoullanguagetothecalleronthephone。WhenIanswerthephone，Icanoftensaid"What"and”sorry”,”Pleasewait"etc.Pickeditupinthesecondorthirdtimewhenthephonerang.Pickedupthephonefirstthingtosay“Hello，×××（companyname,ifthecompanynameislonger，theapplicationreferredtoas)”donotsaid“hi”atthebeginning.Ifforanyreasonlatertopickup,Icansaytothecallerlikethat“Iamsorrytokeepyouwaiting”.Knowtheextensionnumberortelephonetoturntothespecificname,Icanpolitelysay“Pleasewait”，andtransfertothepastimmediately.Adapterleadingtelephonetheotherpartywastheleadingnames，anddonotknowtheextensionnumber，thenIwouldpolitelyaskwhoitis，whichunitsofSuchasadvertising，adisguisedformofadvertisinglikethetelephone，shouldbepoliteexcusetorefusepeople，orgototherelevantdepartmentstodealwith.Inviewofthefrontdeskeverydaytopickalotofphonecallsinordertopreventthevoiceunexpectedandbereadytowatertomoistenthethroatatanytimetomaintaingoodsoundeffects.Ihavelearnedthisetiquetteinourbook,andusedtheminthehotel。Icanseetheimportanceofcollegestudy,andthesametime，Ialsofeltthatjointheinternshipcanbettertoapplythisknowledge.Theworkprocesswashard，butatthesametime,Iwasalsohappy.Becausethatwasaprocessofgrowing。Itriedmybesttodonemyworkwell，and9

8hadabigharvestwhentheinternshipfinished.ChapterⅢConclusionThree-mouthinternshipisnotalongtime，whenIhavegonethrough,Ireceivedabigharvest.IwouldneverhavegrowupifIhadnotmademistakes;IwouldneverhaveknowtheknowledgeifIhadnotexperiencedthework.Thesummerholidayin2011，Idonotgettogetherwithourfamily,butitisvaluable.Ihavelearnedtobeindependent.Ithinkitisnecessarytohaveaninternshipforuswhowillgraduatefromcollege。Duringtheinternship，Iunderstoodapreliminaryofthecharacteristicsoftheenvironmentandmanagementstructureofthehotel；inaddition,Imasteredasimpleconciergeandreceptionskills.Afterthisinternship，Igrowupalot.Ifoundmystrengthsandweaknesses。Iamcarefullyinmyjob，butsometimestootimid.Iwillstrengthenthetraininginthefuturestudy.WhenIwasgoingtoleavethishotel,mymanagergavemegreatencouragement.Hetoldmethateveryonewasgold；wemusttocontinueourefforttomakeourselveslighting.Itakethiswordasmymottotomotivatemyself。Inthisprocessduringmyinternship，Ilearnedalotofknowledgewhichcannotacquiredfrombooksorourcollege。So，inmyopinion,collegestudents，especiallythosewhoaregoingtograduate，participatedinsocialpracticeorinternshipisnecessary.Itcanhelpusadaptthesocialeasilyandlayagoodfoundationforjobventure。Finally，IwouldliketoexpressmysincerethankstomycollegeandWealthyHotel。Iwillmakeagreatestachievementtoreciprocateyoureducation.Inthefuture,Iwilltakeallmyexperiencetofacemychallengeanddifficulties.IbelieveIwillhaveagoodfutureinmylife.9