酒店管理实习报告4000字

　 酒店管理实习报告4000字

　****管理学院旅游管理200*级

　　**实习单位：广西****大酒店

　　实习时间：2016年9月——2016年11月

　　序言

　　终于等到了实习的时候了，很早以前就从师兄那里打听到了大三的上半学期有实习，那时候可以说是急切地期盼着这一天的到来，因为大家再也无法忍受当前这日以继夜的填鸭式的教学，尽管从师兄们那里了解到实习并非像想象中的那样是一件快乐的事情。

　　综合自己的总体计划，去我决定选择酒店实习，并且经过抽签选到了一家五星级的酒店，那是我所希望了解和学习的一家比较理想的酒店。这是南宁市唯一的一家五星级酒店——明园新都大酒店, 名字对于南宁市民甚至是整个广西都是如雷贯耳的了，巧合的是该酒店的总经理陈晓为先生经邀请在本校作了一次报告，才了解到原来明园新都大酒店建于1995年，是一家“九星级”的饭店——由一座四星级的明园饭店和一座五星级的新都酒店组成的。陈总的报告生动有力，这更加激发出我想好好了解一下这所饭店的欲望——他们所说的和他们所做的是一致的吗?或者是还存在着什么问题有待解决呢?我甚至开始盘算起我能在这个饭店学到什么吗?

　　那么这座酒店到底怎么样呢?有什么值得我们借鉴的呢?还有什么需要改进的呢?给我的感受是怎么样的呢?那么且听我慢慢道来。

　　第一部分：中餐部

　　明园新都的餐饮部大致分成如下几个部门：中餐部、西餐部和酒水部。我们10人被分成了3个组，分别在不同的部门，并且每20天换一次部门，这样能让我们比较全面的了解整个餐饮业的服务、销售与管理。酒店的这一做法让我们感到挺满意的，这也正和我们的心意。

　　我们组的4个人首先被分到了中餐厅——“这是酒店餐饮部门中最辛苦的部门!”还没有开始工作，就听到旁边有人在私下这么向我们告诫着。看来，我得真的要做好思想准备才是啊!

　　中餐厅的工作确实如前人所说——“辛苦!”酒店没有给服务员们制定自己的岗位职责和工作描述，尽管这是现代企业人力资源管理中最关键的一环，在员工的印象中，自己的工作就是每天听从领班的下达任务，随时准备着听从领导的指挥，没有固定的活干，或者说只要有需要，服务员什么都能干!摆台、折口布、传菜、上菜、撤台这些所谓的必须做的本职工作外还得兼职勤杂工，什么扛桌子椅子、铺地毯等一些脏活、重活、累活都是我们男服务员们的事情。更让人不可理解的是该酒店的上班时间是9小时工作制，而且每天还得加班1个小时左右，我不知道这样的作息制度有没有违反《劳动法》，可是作为一名有血有肉的人来说都有自己的一个最低的底线，因为人毕竟不是一台机器，可以用来随心所欲地使用。刚开始工作的那三天确实令人叫苦不迭啊，每天除了干活还是干活，最受委屈得要算是脚了，每天9小时的站立使得双脚产生了严重抗议，下班的第一件事就是想找个地方坐下了休息一下。令人向往的人性化管理和残酷的实际之间的差距由此可见一斑。

　　另一件令我感到尴尬的事是广东轩的服务员制服真是简单得可以，由于酒店没有空余的服装供我这样“高大威猛”的男生穿，所以他们索性让我穿西裤和白衬衫，连马甲和领结也省了，这身打扮使得我这个服务员和客人几乎没有区别，以至于有一次我正准备为一个会议提供服务时，却被对方认为是来参加会议的嘉宾向我致以亲切的问候!

　　员工代表着整个酒店的形象，这是酒店vi设计中的一个很重要的方面，好的员工制服不但能使得员工更加精神从而提高工作效率同时员工制服更体现出一个企业的一种内在的文化，没有文化的企业如同一个人没有了灵魂，那只不过是一具行尸走肉罢了，缺少了士气的企业又何来效益呢?

　　不过令我感到高兴的是，酒店的员工大都都是那样的热情友好，他们并没有因为我们是实习生而对我们冷漠生硬，在劳累之余，同事们的一个甜美的微笑，一句再普通不过的“辛苦了”都会让人感动，看来还是员工自己最能够了解大家的心情，因为他们能站在员工自己角度来看问题，因为他们讲述的是“老百姓的心里话。”这也是酒店上层领导所最缺乏的素质之一!

　　中餐厅的日子就这样一天天结束了，在这些日子我的确学到了不少的东西：除了能学到中式餐饮的服务程序和技巧、粤菜的特点和种类等课堂上所能学到的东西外，更能学到一些课堂上很难学到的东西：如何处理好自己的利益和酒店的利益、如何处理好同事之间的人际关系、如何调整自己的心态，更让我了解到的是作为一个服务员应该具有强烈的服务意识。在一次与某部门经理聊天时，该经理提到了服务意识，我非常赞同他的观点：“服务意识不但是要求服务员有着向客人提供优质服务的观念和愿望，同时应该对自己的同事也具有同样的意识。”是啊，这才是“服务意识”的真正的含义，这才是一个服务员真正的素质的体现。

　　第二部分：西餐部

　　明园新都的西餐厅名字叫做“花园餐厅garden restaurant”，我想可能是由于餐厅外面有一个小型的人工花园吧。餐厅的环境布置得挺舒适的，是一个典型的西式餐厅，餐厅分成吸烟区和非吸烟区。不过如果能在适当的位置放上一些具有西方艺术的工艺品或壁画这样可能能更加吸引客人，让遥远的异乡客人有一种有回到故国的感觉。

　　西餐厅的管理相对于中餐厅来说可谓是截然不同，从服务程序到员工的管理都比中餐厅规范和严格多。刚来到西餐厅感觉好像是卸下了一个很重的包袱似的，因为西餐厅的工作实在是太轻松啦!你几乎什么都不用干，即使干也是最简单的活：擦餐具、撤台、摆台等，这比起中餐厅简直是相差太远了。不过在西餐厅你即使什么不做也得站着，这使人感觉时间过得特别慢，双脚又开始抗议起来了。有些时候，餐厅的服务员比客人还多，大家一齐看着客人用餐，让客人感到非常别扭。因此，建议西餐厅的管理人员能够灵活地安排一下，譬如让员工轮流休息，在人少的时候只要有两个服务员就足够了，让大家轮换休息不但能使得员工减轻双脚的疲劳，还能创造一种和谐的环境，这样做又何乐而不为呢?

　　西餐的服务与中餐的服务大相庭径，这常使得我们这些实习生不知道该做些什么好，该怎么做好。可是让我们不解的是我们在实习的时候刚好酒店在为一些新员工进行培训，但酒店就是不让我们参加培训。这使得我们大为不满，为什么不给我们进行培训呢?我们虽然在酒店只是进行短期的实习，可是我们正是为了到酒店学习而来的啊。酒店是不是应该多为我们实习生考虑一下呢?

　　第三部分：酒水部

　　最后我们来到了实习的最后一站：酒水部门，由于国庆长假以及提前一周结束实习的的缘故，使得我们的最后一站的时间格外地短暂，大概加起来才刚一个星期而已吧。

　　第一天来到酒水部门竟然不知道自己该干什么。一个大白天过去了，我们几个人就像几只无头苍蝇不知如何是好。终于，过来一个同事吩咐我们去擦酒杯，这才算找到了一点事情做。可是擦完酒杯后又不知该去何处了。唉，看来被人遗弃的感觉果然不是那么好受的。

　　酒水部门最忙的时候我想

　　大概就是晚上的时候。由于当时正是酒店的旺季，所以几乎每天晚上都有客人包厢或者大桌大桌的婚宴，于是我们这些无头苍蝇总算有了去处了，那就是去为客人倒酒，时间一长我们渐渐地明白我们的工作主要就是帮忙擦擦酒杯、摆酒杯、看台为客人倒酒，不过对于如何调制鸡尾酒、如何磨制一杯上好的咖啡，我们一无所知，这的确让人感到遗憾。

　　在酒吧的时间的确是过于短暂，再此不对其进行过多的品头论足，不过有一点我可以毫无保留的说，不仅仅是这个部门，其他部门也同样让我有这样的感受：那就是酒店缺少一种能够凝聚人心的企业文化，一个将自己却别于其他酒店、其他餐厅的一种文化，这使得每一座酒店都给人一种似曾相识的感觉，一种克隆的感觉，而这种文化却足以支撑起整个酒店!

　　第四部分：总结

　　以上是我在实习过程中的一些感受，从总体上来看这个酒店的经营管理，从我的这两个月的实习中可以大体总结出如下几个方面的不足：

　　一、 应该改变传统的对待员工的态度。人是管理中的主体，这是所有的管理者都小、应该把握住的。管理中的上下级关系只是一种劳动的分工，不是一种统治与被统治的关系;相反，现代管理理念告诉我们：管理是一种特殊的服务，管理者只有做好对下级的服务，帮助下级在工作中作出优异的成绩，管理者自己才会拥有管理的业绩。现代企业的经营管理必须坚持“三个上帝”，即：市场、顾客和员工!有位老员工在酒店的bbs中对领导这样说道：“善待员工，做个好领导，记住，你管理的不全都是机器。”我想这也许是每一位员工都想对领导所说的话吧。

　　二、 企业缺少一种能够凝聚人心的精神性的企业文化。一个民族有它自己的民族文化，一个企业同样也需要有它自己的企业文化。企业文化的建设不是可有可无的，而是企业生存发展所必需的。当企业面临各种各样的挑战时，又需要企业中所有的人能够群策群力，团结一致，共度难关。对于没有进行企业文化建设的企业来说，平时一盘散沙，遇事就会各想各的心事，而没有人真正地为企业的发展进行过认真的思考，换句话说，就是没有把自己融于企业之中。由此可见，企业文化的建设是企业生存和发展的必要保证。

　　三、 企业缺少一套有效的激励机制和晋升制度。酒店的激励机制中过多的注重于物质上的激励，而忽视了精神上的激励。事实上，除了传统的奖惩激励外，还有很多的激励方式值得我们管理者借鉴。有些时候领导对员工的一个微笑或是一句赞赏的收效强于对其进行加薪奖励!

　　以上是为我此次实习的一些感受和想法，作为一种感受，它可能有很多的主观的痕迹，不过只有员工才能真正体会到这种感受，因此，希望管理者在做出决策前，除了站在酒店的利益考虑的同时能多为员工考虑，只有这样的决策才能得到更多员工的支持。最后，感谢酒店能提供这样的实习机会，感谢老师的帮助，在此祝愿酒店能够越办越好。

　　————————

　　参考文献：

　　齐善鸿 《新人力资源管理》 1999年第一版 海天出版社

　　蒋丁新 《饭店管理》 xx年第一版 高等教育出版社

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The whole county should adhere to Chi Huimin benefiting the people oriented, and efforts to protect and improve people's livelihood, promote equal and quality public the process of service. To co-ordinate the development of social undertakings. Speeding up the city and rural social security system, constantly improve the social insurance coverage; insist to give priority to the development of education, improve school conditions do, balanced allocation of education resources, strengthen teaching management, to improve the quality of education in order to enhance the capacity of urban and rural areas; The health level of rural residents as the focus, continue to improve the basic medical service network; Gong consolidate national interest oriented system demonstration Fanxian to create results, improve the overall population and the level of planning work. Carefully handle Huimin practical. Carefully grasp the provincial, city and county listed in the practical handling of work, to ensure the good things, good things real, real issues related to the vital interests of the masses to solve. To push forward the anti poverty crucial. In accordance with the "village of a leading industry, household income opportunities", and vigorously promote the impoverished village big industry, full coverage, and strengthen the practical technical training, focus on grasping the set to build a batch of infrastructure project for poverty alleviation focus on. To solve the people traveling, eating draught, school, medical treatment and other issues, enhance the ability of independent development in impoverished rural areas. To continue to deepen the "double" action. On the sustained increase of the core, by village cadres household duties on the unit and responsible for the project, to help the poor rural credit funds, cultivate diverse enriching industry, improve the foundation the conditions, to accelerate the pace of development of; "home hand in hand, to build a small Kang dream" and other activities as the starting point, constantly enrich the "rich first help, common rushes off" theme activities to promote the connotation of "double action depth. To continue to carry out the innovation of social management. Give full play to the grass-roots level the main role In the village, the village environment, clean up the village finance, agricultural capital supervision, rural planning law enforcement focus on deepening the "11 three visit three" theme activities, the full implementation of the "five independent" three cooperation "mode of democratic management, and constantly improve the rural social governance of agricultural scientific and standardized level; attach great importance to production safety, and deepen peace building efforts to maintain social stability.The goal of any task, in the specific work process, we must firmly grasp the following six aspects: one is to deepen the reform as a fundamental motive force to break the bottleneck of the development. The mechanism is the most fundamental economic and social development, show the most effective, most lasting promotion factors. Facing a new round of the development opportunities, who liberated earlier, who mechanism innovation first, who will win the competition. The various departments at all levels must be tight tight around the central provinces, on deepening reform of the overall requirements, bold exploration, positive, push system, financial investment, livelihood security, the reform of land transfer and so on, really change Leather innovation into a powerful driving force to boost the development of the animal. The two is to put the planning guidance as to enhance the level of development. An important pre planning is leading, is the program, is the blueprint. Planning level, planning implementation level, decided to a place for the development of the quality and grade of all levels. All departments must firmly establish the "planning first" philosophy, to improve the planning as a strengthening of Cheng Cheng, top-level design as the condensation process of knowledge benefit by mutual discussion, consensus, strengthen planning, planning and implementation of the conscious and active movement, to improve and perfect the system of the Department of planning and strong. To promote and promote the To enhance the level of economic and social development. The three is to put the market guide as a powerful starting point around the change the way of development. The market economic system, do not pay attention to market forces, not to play the role of the market, it is very difficult to realize the quick development in the market competition. The various departments at all levels must fully understand the market in the allocation of resources no decisive role, good market research, and use the market, develop the market, cultivating the education market, correctly deal with the government and the market, the enterprise and the market, the relationship between farmers and market, in accordance with the "market + base + farmers" mode, set up an effective platform for flat pan wide masses to enter the market, with the hand market While promoting economic rapid economic development of society. The four is to put the key breakthrough as accelerating the pace of development of major initiatives. The implementation of key work focused on breakthrough is our important experience of tired accumulation in recent years. It is a pressing matter of the moment according to the plan, lead, park poly aggregation, project support ideas, give all the power of the county to promote the tourism industry, cultural industry achieved a major breakthrough in the short term, to accelerate the transformation of leapfrog development provides important support. At the same time, to co-ordinate and promote the economy through the major breakthrough in various fields of social development, concentrating power, promote the overall development of the quality, water level. Five is to put the typical cultivation As an effective way to explore the development path. Grasp construction typical, demonstration and guidance to help Party members and cadres at all levels to learn a direction, drive model, super target, positive polarity induced excitation at all levels of the organization undertaking. Departments at all levels should cultivate typical code, consolidate the promotion as a typical, typical an important task for the development of Li County, * * on in the country, the province, the overall development of the City Council to locate, careful planning, centralized catch built a number of distinctive connotation, scale, comprehensive, comprehensive influence in typical provinces and cities, to create a batch of bright little Engineering, and play the typical advanced comprehensive demonstration Effect of lead and drive the overall upgrade. Six is to put social governance as a basic work of the development of force force cohesion. The party's eighteen session of the three plenary meeting puts forward to promotesafe in urban rail transit passenger transportation system in all modes of transportation, urban mass transit security second only to aviation. The following table is a United States

　construction opportunities, inheritance and innovation, to build the cloud temple of Buddhist culture, West queen culture two name card, full integration into the national provinces and cities, scenic spots construction and "Silk Road Economic Belt" construction, all efforts to build China Fobao shrine, the international Center for research on international and National West Queen Mother Buddha relic The base of cultural studies, the * * silk road has become the key point of economic sectors. The development of fusion, to fully developed culture tourism resources, improve the cultural content of tourism, the static static cultural resources and cultural elements dispersed fully activated, concentrated has a connotation, characteristic the Cultural Park, and create a bright spot, selling the traveling scenic area, and continuously improve the regional competitiveness and the impact of the cultural tourism industry * * force, efforts will create a cultural tourism has the advantage, can support across the development of county economy and the first important supporting industry.To fully grasp the project to go, strong support, efforts to improve the economic strength of the county. The project is a powerful engine to accelerate the development of county economy. The whole county to continuously strengthen the awareness of the project, in accordance with the requirements of "33411 overall" project, find the breakthrough, hold on contact, continue to strengthen for the introduction, and construction of large projects to pull huge investment, pushing and promoting the great development. To closely guide planning planning projects, reflecting the strategic. Keen on the docking state, and the "Silk Road" economic zone construction, new urbanization, and aspects of Chinese civilization inheritance and innovation area construction planning, careful argument reserve Preparation of a number of the policy oriented, able to fight to win, come to reality, support the development of the strategic project * * years, demonstration projects more than 500 reserves, to introduce more investment to win to win the initiative. To break through the conventional introduction project, embodies the initiative. On the levels of responsibility, the county building grasping the project, grasping investment, a good atmosphere for the people of the whole county leaders and departments of all the main Township, is mainly responsible for the scratch as in the past, as an important responsibility to promote the development of exhibition, grasping investment, thinking carefully plan to break the normal procedure, the project, led the fight for the project, the full introduction of the project, especially not on ecological paper Ming County, the construction of major projects to stick, tracking, until convergence, to ensure that the annual air plant, for funding for the project exceeded 800 million yuan. To focus on the integration of the implementation of the project, reflect the real effectiveness of full financial capital "" 42 pounds ", there will be a restricted project funding package use, overall planning, focused on the people most concerned about, the most urgent problem of people's livelihood and most looking forward to the economic and social development, the most significant issue, real change" and pepper "as a" hit ", and realize the project benefit maximization. Be strict with strict standards of project management, reflect the specification conscientiously implement the project to fan. Corporate responsibility system, the bidding system, the project management system as the main content of the project management system, strict approval procedures, strengthen the supervision and management of funds, to ensure that the project project specification operation, financial management.Two to persevere grasping industry, promote and promote income, further promoting the construction of new countryside. The "three rural" work is always the priority among priorities party work. The next to the development of modern agriculture, promote agricultural income of farmers as reinforce the "three rural" work, speed up the construction of New Countryside primary task. Efforts in emerging industries, and promo