model essay on hotel management practice report (1)

1. The harvest of hotel management practice

(1) and the improvement of service consciousness

For hotel and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. A high level of service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make them feel honored and serve the enterprises. Through the training organized by the hotel and the intensive practice of the usual departments, I have exercised my sense of service and developed a good habit of smiling at guests; Learned to treat guests with standard manners; Understand the importance of learning a foreign language well.

(2) Improvement of service level

After more than six months of hotel internship, we have a certain understanding of the basic business and operation of the hotel. Politeness is a concentrated reflection of a person's comprehensive quality, especially in hotels. We should dare to say hello to people, and we must do three things in the process of greeting people: mouth to mouth, eyes to eyes, and spirit to mind. We should do our best to meet the requirements of our guests, and try our best to convey them even though some things are not within our responsibility. Although some unreasonable demands can't be done, we should refuse them in a euphemistic tone and help him find other solutions. What impressed me the most was serving the Japanese guests in the hotel (mostly from Honda, a big hotel customer). They usually don't speak English very well, so we should guess what he wants to do from their actions and phrases and help him do it quickly. For example, when a guest speaks AIRPORT in broken English, it is necessary to guess that he wants to go to the airport and ask us to arrange a free delivery service. Then, we should provide them with a bus reservation form and accept his information, and then hand it over to the supervisor to arrange the bus.

(3) Improvement of service ability

1. Welcome guests and greet guests: When all the preparations are ready, you should stand at the door of the private room 1.5-31 minutes before booking. When guests arrive, greet them with a smile, and those who know their names should call them by their names.

2. Pull up the chair and give up your seat: When the guest enters the room, he should take the initiative to pull up the chair and give up his seat for the guest. You don't have to give up your seat for all the guests, but you must serve the ladies or invited VIPs. If you have children, ask if you need a baby chair.

3. delivering incense towels: put the folded incense towels into the incense towel holder to serve the guests on their left hand side. And said, "I'm sorry to bother you. ... please use a fragrant towel. " If you know the name of the guest, you should say, "Mr. Wang, please use a towel!" "

4. Serving tea: Fold the mouth cloth into a square and put it in a bone dish, put the teapot on the mouth cloth, buckle the thumb on the handle of the pot, and connect the other four fingers to the bottom of the bone dish. Stand on the right hand side of the guest and pour tea for the guest with one hand, and say, "Sorry to disturb you. ... please have tea. " If you know the name of the guest, you should say, "Mr. Wang, please have tea." Be sure to say "sorry to disturb you" before pouring tea to attract the attention of the guests, otherwise the guests will accidentally touch the teapot and cause burns.

5. present the menu and order food and drinks: ask the guests if they can order food and give the menu to the host. Actively recommend special dishes or the chef's selection of the day to the guests. Promote all kinds of drinks and recommend soft drinks to women and children. Ask if you can serve food: For banquets within the group or regular customers, the banquet menu may have been made in advance by telephone reservation, so you can directly ask the host if you can inform the kitchen to start cooking. If there is VVVIP, ask the host if you want to share meals. If required, if there is a fruit bowl, inform the kitchen to prepare "one meal" according to the number of people. Also recommend all kinds of drinks and drinks to the host.

6. Order menu and wine list: put the dishes and wine items ordered by the guests on the order menu respectively (one wine and one food). Each copy is in quadruplicate, one copy is handed in to the kitchen or bar (dishes are handed in to the kitchen and drinks are handed in to the bar), one copy is handed in to the front desk, one copy is handed in to the food, and one copy is kept for future reference.

7. service drinks: if the guests have special requirements, pour them in order according to the guests' wishes. If the guest doesn't ask for it, pour it clockwise according to the order of the first lady and child, the guest of honor and the last host. When pouring wine, the bottle should have more than the bottom, not all of it.

8. Serving service (meal sharing): When serving, serve in a place where the guests are sparse, or choose a place where the guests are not important; When serving soup, after the soup is served on the table, ask the host if it is necessary to divide the soup; For the guests who share the meal, each time the dishes are served, the names of the dishes should be announced, and a display should be given to the guests, and they should be shared with bone plates according to the number of people. When serving food to everyone, please announce the name of the dish again and ask the guests to enjoy themselves. After all the dishes are served, explain to the guests: "Your dishes are all served, please enjoy your meal!"

9. Inter-meal service (changing ashtray, bone plate and pouring wine): every two cigarette butts in the ashtray are replaced; Continue pouring tea in time; Guests will change the bone dish after eating food with more bones or skins; Replace it once before serving the fruit bowl; When a guest raises a glass and drinks, he should immediately hold the bottle and prepare to pour it again; When there are VIP guests and a large number of people, there must be at least two waiters in the private room; If the ordered wine has been finished or finished immediately, ask the host immediately if he wants to add more.

11. checkout: the senior management in the group can sign the bill at the front desk, but pay attention to the reminder; Normal guests check out, take the bill to the front desk and show it to the host. Don't quote the price loudly in front of everyone. Look for appropriate opportunities to ask guests about their meal satisfaction, and feedback their opinions to the service manager in time.

11, pull the chair to see the guests off: When the guests get up to leave, they should immediately come forward to help the ladies or VIPs pull the chair, and then go to the door of the private room to see the guests off and thank them for coming. Then check the desktop as quickly as possible to see if there are any items left by the guests.

12. Finishing after meals: put the chairs in order and clean the floor; Closing the table: first close the linen products such as mouth cloth and incense towel, then close the glass products such as wine glasses, and finally close the porcelain products, transport the garbage and dirty tableware to the dishwashing room, remove the glass turntable from the table for cleaning, and collect the dirty tablecloth.

Second, the experience of hotel management practice

1. Hotel service industry is the window of social civilization

With the rapid development of social economy and the continuous improvement of people's living standards, the hotel industry has achieved rapid development. Although the scale, grade, service level and management quality of hotels are uneven, judging from the development and economic benefits of the hotel industry in recent years, the larger the scale, the higher the grade and the better the service quality of hotels, the higher their operating benefits will be. Because with the development of economy, people's moral quality and spiritual civilization are constantly improving, and at the same time, the demand and requirements for this industry are getting higher and higher. Therefore, the more high-grade hotels, the more guests are crowded. This reflects that the hotel service industry has become an important window of social civilization.

2. Service quality is the core of hotel management

Hotel service quality is the central work of daily hotel management. All employees should have quality awareness, and managers should establish the concept of service quality. Only when the concept of quality is firmly rooted can quality be truly regarded as the lifeline of enterprises in daily management. Service quality refers to the degree to which the service provided by the hotel adapts to and meets the needs of the guests in terms of use value (including spirit and material), which should not only have material applicability, such as the quality of facilities, equipment and food, but also have spiritual applicability, such as good hotel atmosphere, service labor and mental state of employees. The higher the use value of the service is suitable and meets the needs of the guests, the better the service quality; On the contrary, the service quality will be worse. To improve service quality, it is necessary to improve the quality of service use value. The improvement of hotel service quality is based on the concept of quality.

In every corner of the hotel, there are courteous service personnel. With standardized operation, professional smile and courteous manner, guests are constantly influenced by etiquette culture. Individuals in the society are always influenced by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel people, but also has a beneficial influence on the guests and promotes the quality and self-cultivation of the whole society. When guests arrive at a new place and stay in a hotel, they can't wait to learn more about the local regional culture, customs and landscape features. Hotel people should be very familiar with this. The hotel is just a single building. Only under the regional background can he have a rich background and a cultural background. For foreign guests, they come here either for the landscape characteristics of this place or for business, and basically do not come for a separate accommodation environment. Therefore, the hotel needs to have a function that can provide as much convenience as possible for the guests by virtue of the identity of the landlord. For example, introduce local tourism resources, such as the path guidance for business office in the local area. In this way, the hotel really becomes a window for local communication with the outside world. There is also a culture called "solving difficulties", that is, the ability to provide knowledge to help guests solve difficult problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.