关于贵州瑞茂温德姆至尊豪廷大酒店实习的报告酒店管理专业.doc

题目：关于在贵州瑞茂温德姆至尊豪廷大酒店实习的报告 目录 摘要..............................................................................................................................................3 Abstract.........................................................................................................................................4 1.基本情况括................................................................................................................................5 1.1.公司概况.........................................................................................................................5 1.2.实习岗位描述.................................................................................................................5 2. 实习目的.................................................................................................................................6 2.1在前台实践中锻炼人际交往能力，为今后服务打下基础..........................................6 2.2检查自我，提升自身专业素养.....................................................................................6 3.实习内容....................................................................................................................................7 3.1.掌握前台操作Opera系统,办理入住，退房手续.........................................................7 3.2.了解客户需求，调节客户与前台的矛盾......................................................................7 4.实习小结....................................................................................................................................8 4.1.个人体会.........................................................................................................................8 4.2.对自身的建议和意见......................................................................................................9 参考文献......................................................................................................................................10 致谢..............................................................................................................................................11 关于在贵州瑞茂温德姆至尊豪廷大酒店实习的报告 摘要 随着时代的进步，人们的生活节奏不断加快，使酒店餐饮业得到空前的繁荣。酒店行业是一个复杂性，多样性，接触广，政策强，影响大的特点，主要围绕服务为中心来运行。随着酒店行业的市场的竞争加剧，客户对于服务质量的要求也越来越高，因此，加强酒店服务培训提升，树立良好的服务形象是必不可少的。酒店作为一个人流量大的场所，只有给宾客提供完善的服务与人性化的为人处事方法，才能在竞争激烈的酒店行业立于不败之地。 根据教学安排，2017年7月6日到2018年2月6日，我自行应聘到贵州瑞茂温德姆至尊豪廷大酒店实习，将近一年的实习时间，让我感受很深，也学到和收获了很多。在实习期间，我认识到学习和实践的紧密结合是不可分割的。刚来的时候还在筹备，我们换上酒店的筹备服去打扫卫生，我切身感受到了底层工作的幸苦。一个月的培训，系统是全英文，英文科目差的我在老师讲解的每一个单词字符都认真记录，严格根据老师的指导和安排一步一步进行，努力学，积极做，晚自习和考试是不可避免的，每天处于紧绷状态，让我明白，学习是工作的前提。从刚开始的面对同事会紧张说不出话到最后面对客户游刃有余沟通和介绍酒店，我得到的不仅仅是理论上的知识和人际沟通的技巧，而是自己的成长。 实习期间我担任前台接待员，在实践中学习减小理论和实践差距，密切配合其他同事完成各项工作，例如：说连掌握电脑系统，办理入住，退房，客户咨询等，经过这次实习，我不仅巩固了以前学到的知识，也从工作中体会到了理论与实践的不同，也认清自身的位置和不足，希望自己在今后迈向社会中昂首挺胸，不畏艰苦迎难而上。 【关键词】客户接待，服务质量，沟通交流 A report on the Internship at the Superior Houting Hotel in Ruimao, Guizhou Province Abstract With the progress of the times, people's rhythm of life is speeding up, which makes the hotel restaurant industry unprecedented prosperity.Hotel industry is a complex, diverse, wide contact, strong policy, big impact characteristics, mainly around the service-centric operation.With the increasing competition in the hotel market, the customer's demand for service quality is higher and higher. Therefore, it is necessary to strengthen hotel service training and establish a good service image.Hotel as a large flow of people, only to provide guests with a sound service and humanized methods, in order to compete in the hotel industry invincible. According to the teaching arrangement, from July 6, 2017 to February 6, 2018, I applied for an internship at Guizhou Ruimao Wyndham Hotel. For nearly a year, I felt deeply and learned a lot.During my internship, I realized that the close combination of learning and practice is inseparable.When I first arrived, I was still preparing, and we put on the hotel preparation clothes to clean, and I felt the happiness of the ground floor work.A month of training, the system is all English, English subjects poor in my teacher explained every word characters are carefully recorded, strictly according to the guidance of the teacher and arranged one step at a time Step by step, study hard, do actively, evening study and exams are inevitable, every day in a tight state, let me understand, learning is the premise of work.From the beginning of the face of colleagues will be nervous to the end of the face of customers to communicate and introduce the hotel, I get not only theoretical knowledge and interpersonal communication skills, but their own growth. During my internship, I worked as a receptionist, learned in practice to narrow the gap between theory and practice, and worked closely with other colleagues to complete various tasks, such as: mastering computer systems, checking in, checking out, customer consultation, etc. After this internship,I have not only consolidated the knowledge I have learned before, but also reali