Model essay on stage experience of hotel work

Five Essays on Staged Experience of Hotel Work

After we have some gains in our hearts, we can often write them as an experience, which is conducive to cultivating our habit of thinking. Have you figured out how to write your thoughts? The following is a model essay of my phased experience in hotel work, welcome to read!

I realize that as a hotel waiter, enthusiasm is of course important in hotel work, but I also need to have good service ability. For example, in case of emergency, the guest suddenly fainted due to myocardial infarction. If the medical staff arrive, the guest's life may be in danger. If the service personnel don't have any first aid knowledge at this time, it's useless to be enthusiastic again, because it involves the technical problem of "can't". So I think, as a hotel waiter, you should have at least the following service abilities.

First, language ability.

Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can". In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language appropriately, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

Second, communicative competence.

Hotels are places where interpersonal communication is intensive. Every waiter will have extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

Third, observation ability.

The service personnel provide three kinds of services for the guests. The first is the service needs that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering.

Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak.

Fourth, memory ability.

During the service, guests often ask the waiter some questions, such as hotel service items, star rating, service facilities, special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time, which is not only a service direction and guidance, but also itself.

Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is delayed or simply forgotten, it will have a bad influence on the image of the hotel.

Verb (abbreviation for verb) elasticity

Emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.

Six, marketing ability

A waiter should not only complete his own job according to the working procedure, but also actively introduce other services to the guests and promote them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the waiter's sense of ownership and actively provide services for guests.

Although all the service departments of the hotel have specialized personnel for marketing, their main responsibility is external marketing, and internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to sell the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.

Essay on Hotel Work Mode 2 The busy and fulfilling 20__ years are coming to an end. In my new job, with the care and support of hotel leaders and colleagues, I successfully completed all the tasks assigned by the leaders. In this United and harmonious group, I have further improved my thinking and got great exercise in my work. My work experience is summarized as follows:

1. Establish the concept of taking the hotel as home, strictly abide by the rules and regulations of the hotel, consciously safeguard the collective interests of the hotel, maintain the overall image of the hotel, and be sincere, open-minded and patient.

2, fully understand the working environment, work category, working conditions, so that problems can be timely in place, timely solution.

3, don't be late, don't leave early, don't lack of Kuang, have something sick to ask for leave in writing to the leadership, to be conscientious, reasonable arrangement, no hurry, safety and stability.

4. Take good care of public property, timely and correctly use and maintain tools and equipment, and save energy. Starting from saving a drop of water and electricity, except for guests' use, people should turn off the lights when they are finished, turn off the water pipes in time, report for repairs in time when problems are found, and don't waste the energy of the hotel because no one is in charge. 5. Strive to improve their own quality, take the initiative to learn from colleagues, maintain a full work spirit, and achieve a conscious and rigorous work attitude.

Through this period of work, I found that I still have some shortcomings and need to improve. For example, I am not rich in professional knowledge, and I am going to improve my professional knowledge and service level by strengthening my study.

My plan for next year is:

1 As always, do a good job every day.

2. Seriously study the knowledge of the hotel engineering department and use the rest time for training.

3. Learn more about the hotel and enrich yourself. Strive to make your work to a new level.

I always want to do my work to the extreme, and make great efforts to influence people around me to work together, so as to drive the whole team. I did it. I tried hard, but I was wrong in the end. My personal efforts can't affect people around me. On the contrary, people around me will think that I am acting, that I am special, and that I am more or less excluded because I am "outstanding". Finally, in the conversation with the foreman, the foreman said that I won the year-end outstanding employee award, and the manager said that you were too excellent, but you didn't get along well with the team in the western restaurant, so I didn't win the award. I think my thoughts and thinking order are right, but there is something wrong with my approach. Until now, I haven't thought of the answer, that is, what would I have done better and what was the right thing to do? Take your time to find it later. I want to listen to the advice of teachers and classmates, and I will find it! When I started leading the team, there was a man who was very similar to when I first came. He did a good job, but he lacked team spirit. When I stand in my present position, I know what I need him to do and how others should help him, just like when I was a new employee. So I think that everyone who lacks team spirit, as long as he doesn't give up on himself and the team doesn't give up on him, will gradually realize the true meaning of the team, and the concept of team work will gradually penetrate into his mind. Isn't that how I got here bit by bit? I thank my team and myself. If one year's internship makes me only learn teamwork, that's enough.

About dreams and reality, this is a question that our manager reminds me to think about. Of course, the answer to this question is not so easy to test by myself, and I am still thinking about it until now. I think this is another multiple-choice question, not a simple choice: A. Dream B. Realistic problem, I think it is to choose the ratio of dream and reality in life, which is why I have been thinking about it. This ratio will change in different periods and different environments. As long as there are changes, we must think. Just like between reason and sensibility, I will make different choices in different time and environment. Sometimes I make the wrong choice, and the lessons I can get will often be the reference for my next choice, which is also a kind of wealth! I taught myself China's ancient philosophy, and helped me find the answer with the golden mean, university and Taoism. China's thoughts of "circle" and "harmony" have been influencing the development of the times imperceptibly, not to mention this. In terms of personal cultivation, I also began to move closer to this aspect. I think I am looking for the balance between dream and reality, which is the golden mean; Regarding dreams and reality, I am looking for the order in which I should make changes in order to keep their balance. This is a university; I'm looking for a way to keep a balance between dreams and reality. This is the Tao. In practice, Confucian benevolence, righteousness, propriety and wisdom will play a great role. In fact, China's philosophy will be integrated into service, especially the golden mean. This is my internship bonus! I want to thank my uncle who advised me to dabble in China's ancient philosophy, my manager and my time in the National Library.

I think the topic of the beginning and the end is a bit far-fetched. What is the beginning of true meaning and what is the end of true meaning? Is it from the day you arrived at the hotel to the day you left? I don't think it's easy. There will be many beginnings in a year, starting the work of serving food, starting the work of the bar, starting the work of delivering food, and starting the work of the person in charge, all of which are accompanied by the end. Having said that, I mean there is no absolute beginning and there is no absolute end, which is why the topic of beginning and ending is far-fetched. First a new employee, then an old employee, then a supervisor, and then he left. To say the beginning and the end, this is my simplest beginning and the end. My internship trip is over, but I feel that my journey has just begun. The internship made me discover too many new things and have a new understanding of many hotel concepts. My interest tells me that I just started, I just started. Is there a better journey from full blood to full blood?

Finally, sum up all my work experience in one sentence: I fell in love with hotel culture from the beginning, and I still love it now, and I love it even more!

20 _ _, under the correct leadership of the central leadership, with the strong support and cooperation of all departments, and with the joint efforts of all employees, the hotel customer service focuses on sales management, and starts to work from aspects such as grasping internal management, reducing costs, strengthening business training, and caring for employees' lives. , the annual business target has been achieved well, and remarkable results have been achieved in all work.

First, strengthen business training and improve the quality of employees.

In the past year, we mainly focused on service skills, carried out training in strict accordance with the training plan, assessed employees in stages, and strengthened on-the-job practical training to make employees apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and teams. In the event of a large reception task, we only give the reception staff a running-in period of 5 minutes, including the whole effective registration process and the cooperation between the conference group and the conference center, which require good business and communication skills and normal and strict training. All the staff in the customer service department know that only by constantly enriching themselves can we accomplish all the reception tasks in a down-to-earth manner. In the case of limited personnel, we require managers to personally guide the work, find problems, feedback information, negotiate and adjust in time, and achieve the best service standards.

Second, strengthen team building and do a good job in service guarantee.

In the past year, we have always given priority to reservation and reception services. Through reasonable arrangement of rooms, improvement of occupancy rate and warm and satisfactory service, every guest in the hotel will be retained. Through the collective efforts of customer service staff, we have successfully completed the reception of many large-scale conferences. When receiving these large-scale meetings, due to the large number of participants, the check-out time is not uniform, which puts forward higher requirements for our reception work. We often work overtime. When receiving the _ _ meeting, because of the high reception standard, I dare not neglect every reception and often work overtime. Everyone is still full of enthusiasm, without a trace of complaint.

Third, care about employees' lives and create a relaxed and happy working atmosphere.

Customer service work is complex, involving a wide range, and employees are under great pressure. In view of this feature, the customer service department has always stressed the need to care about the lives of employees, and all department managers and supervisors can solve difficulties for employees. On holidays, managers will take the initiative to remind them to call home to greet their parents, send them fruit when they are sick, help them when they encounter difficulties in life, and let them feel the warmth of collective mutual help and love.

In order to alleviate the pressure brought by work and enhance cohesion, departments often talk to them and encourage them to meet new jobs in a better working condition. At the same time, we ask managers to play an exemplary role in business ability and dealing with people. When encountering difficulties, we must rush to the front line together with the service personnel to motivate employees, reduce their work pressure, cultivate a good atmosphere for Qi Xin, the manager, to make employees fully trust the department, so as to maintain a stable and healthy mentality and ensure the quality of customer service.

Fourth, shortcomings in the work.

After training employees, employees have a deeper understanding of the training content. However, due to the lack of a unified supervision mechanism, training is a blank sheet of paper. Although everyone understands and understands, what is done in the actual work is not appropriate, which also affects the quality of service. The frequent turnover of customer service personnel has greatly affected the quality of service. New employees have to go through a three-month probation period to fully master the work of this position. However, some employees leave their jobs as soon as they master their jobs, which leads to the loss of personnel, gfd, manners and etiquette, and insufficient supervision of daily work, resulting in three days of fishing and two days of drying the net. We should strengthen inspection in our daily work.

Time passed, and I worked in the Sky Hotel for a year. I said that my long working life made me gradually realize the cruelty of reality. I remember clearly that when I first started working, I was so happy and satisfied. Even if it is hard, I am willing and satisfied. At work, although I just act as an ordinary receptionist, my job is not only to answer the phone, but also a series of complicated procedures. In this year's work, I found that in order to do a good job freely, we must face up to our work attitude, face every day's work with an optimistic attitude, and complete every job with a positive attitude, no matter whether the work is heavy, busy or leisure, instead of complaining because of the proportion of workload, because complaining is useless. What we should do more is not to think things too badly, but to keep a good attitude to face every day. Because a happy attitude will make us tired of work. I made mistakes at work, too. My colleagues encouraged me and made me more confident in my work. Yes, it is this kind of encouragement that makes me bravely overcome difficulties and make continuous progress in my work. During my work in Sky Hotel, I learned more or less about the hotel's work. Past successes and failures have become the past. We should not show off or grieve for them, but should adjust our mentality to meet future challenges and face upcoming problems. There is a lot of knowledge to learn in life, but what we have learned now is far from enough, so we should be prepared for the next stage of study, set out with a goal, and our efforts will be rewarded.

After sowing the seeds, we should work hard, work hard, in order to have a big harvest.

In fact, from a certain point of view, as a hotelier, all the experiences and lessons are gradually accumulated. From the beginning of obscurity, it is becoming more and more clear, and from the increasingly skilled way of dealing with people, it is not difficult to see whether it is improving. Feel your own growth in the process of successfully meeting guests' requirements and getting thanks. At the beginning, there was no shortcut, just like many things, you can't grow without experience. After working in the hotel for 1 year, I also strengthened my confidence. I am proud that I am a hotelier. In fact, to tell the truth, it is common to suffer indignities. As a service industry, even from managers to employees, dogs may bite Lv Dongbin, and many people encounter misunderstandings. In the process of work, you are really wronged, but when you see a gentle smiling face, all unhappiness will turn into clouds. The hotel is a place facing great temptation. The guests received there are almost all rich and powerful people, but not everyone is amiable. Of course, sometimes it is inevitable to come into contact with grumpy guests. However, as a peacemaker between hotels and guests, it is sometimes very distressing. Sometimes I really feel that many problems can't be solved, and the guests are stubborn. But I have never evaded these questions.

I hope my work will become more and more skilled, and I can provide the best service for more guests.