酒店實習(xí)報告英文版

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

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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.

酒店實習(xí)證明英文版2016-08-13 16:10 | #2樓

茲有 xx-xxx-x 學(xué)校 酒店管理 專業(yè) xx 同學(xué)于20xx年7月2日 至 20xx年8月30日 在 xx-xx酒店 實習(xí)

該同學(xué)的實習(xí)職位是 ____

該學(xué)生實習(xí)期間工作認真，在工作中遇到不懂的地方，能夠虛心向富有經(jīng)驗的前輩請教，善于思考，能夠舉一反三。對于別人提出的工作建議，可以虛心聽取。在時間緊迫的情況下，加時加班完成任務(wù)。能夠?qū)⒃趯W(xué)校所學(xué)的知識靈活應(yīng)用到具體的工作中去，保質(zhì)保量完成工作任務(wù)。同時，該學(xué)生嚴(yán)格遵守我院的各項規(guī)章制度。實習(xí)時間，服從實習(xí)安排，完成實習(xí)任務(wù)。尊敬實習(xí)單位人員。并能與我單位同事和睦相處，與其一同工作的人員都對該學(xué)生的表現(xiàn)予以肯定。

特此證明。

xx-xxx-xx總公司

(實習(xí)單位蓋章)

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

酒店實習(xí)報告2016-08-13 8:24 | #3樓

實習(xí)時也覺得累，曾覺得一天竟會如此難以熬過，快結(jié)束時，也覺得原來這么快。這恐怕是我這輩子也難以忘懷的暑假了，從沒有一個暑假是這樣累，這樣豐富，這樣心酸，這樣多彩的了。想來我的暑假都會開啟豬模式，吃、睡、玩。除此之外，偶爾的為現(xiàn)狀擔(dān)憂，惆悵一番，計劃一般，便是不了了之了。 把自己放置在這樣一個不能放棄的環(huán)境之中，即使心酸，也自己咽下淚水，即使不滿，也自己咬牙堅持。當(dāng)然生活不會是單一味道，在這塊兩個月的日子所學(xué)到的，所接觸到的，所感受到的，將會是我一輩子的珍寶。

不可否認的是，這次實習(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，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物，理性感興致分支是一種狹義的分法，理性其實也是一種感性。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，是酒店讓我遇見這樣多形形色色豐富多彩的人物。

有平時較之別的老總更有禮貌，但是生起氣來會沖人嚷嚷“滾開”的XX總。 有在餐廳享有專座，專用餐具的楊總一大家族。

有來自臺灣的給我算過命的易經(jīng)大師。

有要挖我去為他工作的酒店�？停�可愛的美國老頭ted。

多么鮮活的朋友們啊，真的很開心，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、去遠的地方，三就是看中這個專業(yè)的市場高端型人才的欠缺，以及這個專業(yè)的4年課程的設(shè)置，對于這種課堂和實踐的結(jié)合設(shè)置，我感到非常適合市場的需要，只有在學(xué)習(xí)系統(tǒng)的理論、管理知識、基礎(chǔ)知識，和在實踐中學(xué)習(xí)，去體會這個行業(yè)的實際情況，才能更好的掌握知識和適應(yīng)實踐的需要。當(dāng)時我對于商學(xué)院也是頗感興趣的，但是我認為沒有對一個行業(yè)更具體、深入的了解，很難掌握理論知識。

其中我感到最大的收獲，就是通過這兩個月，把我的自認為的身份、心理定位，從一個在學(xué)校，一心只讀圣賢書的天真的學(xué)生，逐漸引向了社會。

社會是什么樣的，社會需要什么，社會要求什么我想我多少有了一點點的認識。這次的短短的實習(xí)是一個橋梁，溝通起我過去所學(xué)所積累的，指引我未來的方向和所需積累的。

未來還未來，無需過分擔(dān)憂。但機會是留給有準(zhǔn)備的人的。

在這次實習(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，但我對于酒店的知識、技能，實在是知之甚少。從小學(xué)二年級就開始學(xué)的英語，所花費的時間和所學(xué)到的知識實在是不對等，“輸?shù)接脮r方恨少”。 我必須積累更多！

我所在的部門——美食廣場，是很適應(yīng)先下國家政策的一種嘗試。它是高端酒店里的平民化場所，消費并不高，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)，相信高端酒店放下身段，走平民化道路是一條很通暢的道路。

在實習(xí)中，不僅遠方作了員工流失以及工作滿意狀況的調(diào)查，我們自己成立的小隊也對這個問題頗感興趣。顯然滿意度不高，流失率較大。這個問題很嚴(yán)峻，薪金固然是很重要的因素，據(jù)點員工收入確實不高，據(jù)相關(guān)人員說正式員工是2000元左右，領(lǐng)班也就2000多，而且當(dāng)上領(lǐng)班4個月后才上調(diào)為領(lǐng)班工資，而酒店的工作是很累的，據(jù)他們反映，員工幾乎存不了錢。了解到，員工工資是從酒店餐飲15%的服務(wù)費中劃出的。但是酒店的成本也很大，現(xiàn)在酒店行業(yè)也不景氣，酒店方也不便是這個價格，甚至想著怎么在能降低人力資本。

比如，酒店方正在將大堂吧（咖啡廳）和酒水部相結(jié)合，因為酒水部是工作相對輕松的，大堂吧也是相對輕松的，但是酒店的工作就是集中性忙碌的，忙的時候很忙，閑的時候又很閑，招少些員工吧，忙碌是有實在是忙不過來，找多一點，不僅閑時很閑，而且，我發(fā)現(xiàn)，過多的人員反而工作效率降低。員工或是產(chǎn)生責(zé)任分擔(dān)的心理，或是扎堆聊天，都是很沒有效率的情形。但是，如果僅僅是有值班經(jīng)理巡查到員工扎堆聊天就批評，那是治標(biāo)不治本的，屢禁不止的。因為我作為員工，我就深深體會到，閑的時候真的很閑，閑到很無聊，扎堆聊天在這種情況下雖不是符合規(guī)矩的，但卻是合情合理的現(xiàn)象。所以我認為，人員管理是一門必須的能為酒店降低成本，提高效率，獲得收益的重要藝術(shù)，同時他已是一門很難攻克的學(xué)問。到底多少人員才是合理，什么樣的班次才是合理的？

改善方法一：對于酒店有意向建立一個特別機動組，提供管家服務(wù)，這群人就像是萬金油，他們有良好的人際關(guān)系處理能力，良好的技能知識，熟悉酒店的運營狀況，哪里需要幫忙了，都可以過去，都能很好地融入進去，以最快的速度調(diào)整并正常工作。我想具備這種需要的高素質(zhì)人才就應(yīng)當(dāng)配備更好的待遇標(biāo)準(zhǔn)，包括更高的收入，更短的工作時間，更自由的假期申請和調(diào)整資格。因而產(chǎn)生了一個良性的循環(huán)，各個員工都會更樂意積極的入戲本部門工作，去別的班組幫忙學(xué)習(xí)，更多地了解酒店，加強自身的知識、技能儲備（包括外語水平，茶藝，酒水等等）。因為在一個良性的優(yōu)秀的系統(tǒng)之中，效率會提高，收入會提高，成本會減少，從而利潤增加，從而員工的收入福利會增加，員工的幸福感、滿意度會隨之增強。

其中非常值得一提的是，滿負荷工作理論，就是保持工作時間內(nèi)一直忙碌，不會像在酒店中出現(xiàn)的，忙的時候根本忙不過來，閑的時候有無事可做。但當(dāng)我和同事們分享這個觀點時，大家都嗤之以鼻。大家有很多的不滿，因為忙的時候已經(jīng)很忙了，但大家的收入實在是有限，這就進入了一個惡性循環(huán)。

改善方法二：班次管理。我在美食廣場實習(xí)期間，主要是實行三班倒，早班（正早，大約是09:50-14:30,17:15-21:00，A2大約是11：15-14:00，17:15-22：30，值班大約是11:15-21:00，開門大約是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，也有實行過加強班（12:00-13:30,18:00-20:00,22:50——01:00）。其實，美食廣場主要忙碌的時間也是很集中的，幾乎每天都很忙，除了個別惡劣天，在夏天，由于天氣炎熱，客人們不愿在家做飯，所以人流量挺大的，日營收約為五萬。而客人集中來的飯點，也大概就是加強版的工作時間。而且加強班工作時間段，但是強度大，我認為應(yīng)恢復(fù)加強班，并增強人數(shù)，在非忙碌時間段可減少人數(shù)。

改善方法三：不止一個在那里的人給我提過，在美食廣場，最讓人呆不下去，不是因為太累（有很多別的部門來美食廣場幫過忙的人都不愿意再來，因為相較而言，美食廣場是最累的，而且承擔(dān)著更大的跑單責(zé)任，曾有人形容——在美食廣場幫忙，就像是打仗一樣），而是哪里的人際關(guān)系問題，情緒管理問題的嚴(yán)峻。美食廣場的老員工并不多，除了管理層（一主管，一副主管，四領(lǐng)班），四個迎賓員，在服務(wù)員中只有兩三個老員工，其余都是實習(xí)生和暑假工，所以不存在什么老員工欺負新員工的現(xiàn)象。

不過，拉幫結(jié)派現(xiàn)象時存在的，頗為嚴(yán)重的，尤其在我們來了不久之后，21期新員工來時，達到了頂峰。我考慮到有幾點原因，首先原有實習(xí)生幾乎都是女生，后來的一批只有一個女生；前后兩批人各約十個，前一批人少些；前一批是大專生、大學(xué)生（只有我和我的同學(xué)兩人是大學(xué)生，都是女生，比較好親近些，人數(shù)又少，并未有較大的影響，就不再分一類討論），年齡大些，成年了，而后來的21期都是16歲左右的未成年人，不夠成熟，稚嫩、懶散些。

迎賓員在我們那時是一個很重要的角色，他們負責(zé)迎賓，而每個人負責(zé)區(qū)段來的人數(shù)、翻臺率，是很受迎賓員影響的，和迎賓員關(guān)系好些，他自然關(guān)照你，少引些客人去你負責(zé)的區(qū)段，自然也輕松些，事實上各區(qū)段的客人分布并不是很公平的。因迎賓員又產(chǎn)生了一些非正式群體。

人員宿舍的分配也對非正式群體的產(chǎn)生出了力。等等，還有很復(fù)雜的原因。 拉幫結(jié)派，自然關(guān)系好的，多多幫忙，常常坐在一起，吃飯也聚在一張桌子上，；對于別的群體人，免不了吐槽討論，忙的時候也不去幫忙之類的。當(dāng)然整體的關(guān)系還是比較輕松自然的，但表面平靜之下，還有暗流，風(fēng)波。游走在人群之中，前一批認為21期太過懶惰。經(jīng)我觀察，前一批女生多，年長些，聽話的多，忍耐力更好；后一批確實年輕些，加上男生又多，確實不夠熱情，手不夠主動，愛竄來竄去，不固定在自己負責(zé)的區(qū)段。

不論是酒店的管理，還是日常情理，人們不自覺的會有“欺軟怕硬”的傾向。對于聽話的人會覺得更好拿捏，確實如此，但不例如長久發(fā)展，因為好說話的人也會生出厭煩、不公平之感；而懶散些的人敲打太少，會形成慣例。矛盾和后果在前一批陸陸續(xù)續(xù)離開時顯露出來。應(yīng)及時發(fā)現(xiàn)這種現(xiàn)象，并及時合理分配，讓大家相互熟悉，更多的溝通會讓大家相互了解，更接納對方，而不能放任各群體越加明顯的不同之處。

除了同級之間的不滿情緒，還有管理層的情緒管理。我認為很需要改善的就是，酒店賞罰標(biāo)準(zhǔn)的不一致，犯一個單位的錯就要填黑單，而做了三個單位的好才會填紅單。酒店還有一個奇觀，就是自上而下的一瀉千里的“批斗”慣例。我言辭情緒過于渲染了些，但給大家的感覺真的很不好，早會時，經(jīng)理把主管批評一頓，中午班組例會，主管又訓(xùn)我們一頓，在工作時，也會在發(fā)現(xiàn)錯誤或者是好像出錯，但并沒有掌握足夠多的信息時，就說一頓。不論是誰，心情都不會好，而情緒是會感染的，傳遞到客人身上，就會有不周到的服務(wù)，產(chǎn)生一系列惡果。盡管有問題要反映，但每一個清晨，每一個開始由批評開始，真的合適嗎？

當(dāng)然，必不可免的是，客人帶來的消極情緒。有很有禮貌，讓人心暖的客人，也有很吹毛求疵，不可理喻的客人。我初次遇到時，憤憤不平，雖不能言語，但心中很不爽，在收臺才桌子時，甚至打碎了一個煙灰缸。后來人事部周莎莎老師勸解到，客人有可能來之前遇到了一點點不開心的事，并不是故意的，而酒店提供的不僅是餐飲，還有對客人的忍耐，甚至是改善他的情緒。

我感到視野一下子開闊很多，尤其在實結(jié)會上，有幸見到酒店領(lǐng)導(dǎo)和老

師認識和處理問題，真真是覺得自己粗鄙極了。及時發(fā)現(xiàn)了問題，有好好認識嗎？有想過好的解決辦法嗎？

我還需針對這次實習(xí)，做更多的思考，對于我個人的性格，特長，以及適合的工作，進一步做職業(yè)規(guī)劃。

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