河北科技师范学院
《旅游英语》课程实习报告
院 （系）： 工商管理学院 专 业： 旅游管理 班 级： 1202 姓 名： 苏旭
《旅游英语》课程实习报告
——喜来登大酒店
旅游英语专业是一个意在把学生培养成 德、智、体、美全面发展，身心健康，具有良好的职业素质和文化修养，英语熟练，掌握较强理论基础，具备丰富熟练操作经验（即掌握旅游及酒店行业基本管理技能及业务），从事旅游及酒店行业中层以上管理业务等工作的高等应用型人才。以及运用相关专业知识的文秘等职业。
一、 实习目的
通过这次实习，使我更好的融入社会，锻炼了自己，做什么事情都要持之以恒。同时也提高自己独立分析问题，解决问题的能力，以及自己的组织能力，使自己的整体素质得到提升。适应工作岗位的需求，在实践中充分运用所学的知识，使自己的专业知识更具专业化。同时也培养我们适应社会的能力以及处理人际关系的能力。为以后自己更好的走上社会做好准备。
二、 实习单位简介
喜来登(Sheraton)是世界500强的喜达屋饭店及度假村管理集团旗下的品牌。喜来登19xx年来在全世界72个国家拥有400多家酒店的经营权。喜来登在选址上比较严格，主要选择有吸引力的大都市和度假村。在膳宿业与赌场业内，喜达屋集团在全球的主要市场中有着很强的品牌知名度，并在定价上处于领导地位。
三、实习过程及内容
刚到秦皇岛喜来登的前三天，酒店人力资源培训处就给我们进行了为期三天的酒店知识培训，让我们初步掌握酒店各部门的相关信息，之后我就去自己本部门盛宴西餐厅报到，我在西餐厅的实习工作是送餐部，专门为酒店入住客人提供送餐服务。
由于送餐工作具有很大的灵活性，当有客人点餐的时候我们才需要去客房为客人送餐，如果没有送餐我们也要站在西餐厅的楼面去服务客人用餐，所以很大程度上说，我们送餐员的工作很多也很繁琐。
酒店西餐厅是24小时营业的，但是在晚上12点钟之后，酒店西餐厅楼面是打烊的，原则上不接待客人用餐，但是晚上12点之后是我们送餐员值班，整个西餐厅就只有我们一个送餐员和一个厨师上班，主要就是为客人提供晚上送餐服务，所以我们在酒店充当的角色比较多，需要掌握的知识也是很多的，比如咨客、收银员。每天早上当早班的同事还没有来上班的时候，我们就要做1个小时的咨客工作等待早班咨客的到来。
咨客的工作一般包括：
1、迎宾、问候客人：西餐厅每天是早上6:30开始开档，当我们值夜班的送餐员把早上的布菲工作都准备就绪后，就要到西餐厅门口的咨客台站着迎接宾客的到来。当客人来到时，要微笑地问候客人，知道客人名字的要用姓名去称呼客人，这个是喜来登酒店star明星服务标准的要求。
2、引领客人就座:当客人进入餐厅后，要主动为客人拉椅让座。不用为全部的客人都拉椅让座，
但一定要为女士或者是被邀请的贵宾服务。有小孩子的，要主动询问是否需要婴儿椅。
3、问候和服务咖啡、茶：将口布折成正方形放于BB碟中，然后询问客人是需要咖啡还是茶，如果有同事在值班，可以叫其他同事协助服务。
4、印单、回到咨客台：当客人就座后要印出客人的消费账单，如果不是房间含早的客人要把打印出来的账单夹放在客人的餐桌上等候客人的签名。
收银员的工作：
由于送餐员工作的特殊性，在喜来登酒店我们送餐员是有收银权限的，因为在值夜班的时候酒店是没有收银员值班的，在这个时候收银的工作就是我们送餐员来做，其实收银工作很简单就是做好结账收款和收银报表。
1、结账：酒店的结账方式很多，大致上包括现金结账、房间挂账、城市挂账（要注意核对客人的签名模式是否可以在酒店消费挂账）、银联卡（分清楚是外卡还是本地卡，使用不同的POS机去刷卡，一般外卡包括美国运通卡、维萨卡、万事达卡、大莱卡；本地卡指农行金穗卡、太平洋卡、长城卡、建行的龙卡、工商银行的牡丹卡）、工作餐（一般指酒店内部高层管理人员在酒店餐厅消费的账单）、餐券（包括自助早餐券、自助晚餐券、礼券、等值体验券、特殊节假日餐券等），一般收银员在结账的时候要明确知道客人是使用何种方式结账，不要出错。
2、收银报表：当结束自己值班时间时，要在酒店点单机上面打印出当天的收银报表和现金收入、客人消费账单的红色联一起到财务部去投款。
大堂吧工作：
在秦皇岛喜来登，大堂吧是归属西餐厅，在晚上的时候大堂吧也是没有员工值班，是有我们送餐员去看管，如果晚上大堂吧有客人消费时我们也要去服务客人，包括为客人点单、酒水服务等等都是我们自己一个人独立去完成。当客人消费完，我们还需要去负责清理大堂吧的卫生。
服务员工作：
当我们没有送餐的时候我们需要去餐厅楼面去协助服务工作，所以在餐厅楼面的西餐厅的服务流程我们送餐员也是必需掌握的，如
1、呈递菜单并点菜及酒水：询问客人是否可以点菜，并将菜单交于主人。向客人主动推荐特色菜或者是当天的厨师精选。推销各种酒水及向女士儿童推荐软饮。询问是否可以起菜：对于酒店内部宴请或者是常客，可能会早已通过电话预订的形式提前制订了宴会菜单，所以可以直接向主人询问是否可以通知厨房开始做菜，如有VIP，同时要问主人是否要求分餐；如要求有果盘的话，要通知厨房按人数准备“个吃”。同样要向主人推荐各种酒水及饮品。
2、下点菜单及酒水单：将客人所点的菜品和酒水项目分别在点单机上面输入，然后送单，最主要的就是要求先下酒水单在下菜品单，因为酒水一般是先服务给客人的。然后到吧台取酒水提供给客人，再到厨房传菜地方等候客人所点的菜品。
3、服务酒水：如客人有特殊要求的话，按照客人的意思分先后顺序斟倒。如客人没有要求，则按照先女士儿童、主宾、后主人的顺序顺时针斟倒。倒酒时酒瓶要有余底，不要全部连底倒完。
4、上菜服务（分餐）：上菜时，要在客人比较稀疏的地方上菜，或者选择不重要客人的位置；
上汤时，将汤上到桌上后，要向主人询问是否需要分汤；对于分餐的客人，每次要将菜品上桌后报菜名，给客人做一个展示，按人数将其用骨碟分餐。给每人上菜时再次报菜名，并请客人慢用。所有菜品全部出完后，要向客人说明：“您的菜已经全部上齐了，请慢用！”，还有就是同一桌客人的主菜要求一起上，这个也是喜来登酒店的服务标准。
5、餐间服务（更换烟缸、BB碟、倒酒）：烟缸里每两个烟头就更换一次；及时续倒茶水；客人吃完带骨或皮壳较多的食物后就更换一次BB碟；上果盘之前更换一次；客人举杯喝酒时，要马上手持酒瓶准备续斟；有VIP客人且人数较多的时候，包间至少要有两个服务员在服务；如果所点的酒水已喝完或马上喝完，要马上问主人是否要再加。
6、拉椅送客：客人起身要离开时，要马上上前帮女士或贵宾拉椅，然后到包间门口送别客人，并感谢客人的光临。然后以最快的速度检查一遍桌面上是否有客人落下的物品。
7、餐后整理工作：归整坐椅，清洁卫生；收台：先收口布、香巾等布草制品，再收酒杯等玻璃制品，最后收瓷器制品，将垃圾各脏餐具运送至洗碗间，将餐台擦干净，然后摆台。
其他知识的学习：在酒店除了做好服务工作，还有许多需要学习的知识，包括如何调制咖啡和茶水，不同的咖啡和茶水是如何制作的，葡萄酒的识别，各种菜式的制作以及菜品的名称、酒水的名称都要熟记，这是做好服务工作的基本。还有就是要求学会酒店英语，当有外国客人来消费的时候能够运用英语服务好外国客人。除此之外，当然教会我很多，如
1、学会树立良好的心态
服务员的工作是重复的、也是不断变化的，它时刻挑战着我的耐心和忍耐力。有时候，心生厌烦的并不是外界的环境，而是自己的心态。往往在第一天时，我们都满怀激情，而慢慢地，这种热情却冷淡了下来，其实环境依旧如此，变化的只是我们的心态。每一天，我们可以选择好心情好心态去面对生活和工作，当然也可以选择坏心情消极的心态。实习期间，我也受到了委屈，受到了责备，即便如此，我依然会用最真诚的微笑去面对我的客人，它教我不能把个人情绪带到工作中，不能带给我的客人；同时，也教我即便有人故意刁难我、冷漠我，我依然可以学着用欣赏的、包容的、积极的心态去面对他们，努力为自己营造良好的融洽的氛围
2、懂得如何去学习
“书到用时方恨少。”到了工作岗位的时候，我们对这句话才有了更加深刻的认识。虽然在学校拿到了很多的奖学金，自以为学到了很多的东西，但真正在工作实践中，我们才会发现掌握的知识少得可怜。尤其是我们的英语口语水平，平常不起眼的简单对话可能会一时记忆不起来，诸多菜名不能给与恰当的表达方式，常规的酒水和菜肴制作过程不能用流畅地英文去表达??
“知识≠力量，知识＋实践＋效率=力量”，经过实习，我重新调整了学习方法，重视每一处知识，并将学到的知识积极应用于实践，再学习再实践；同时，还应做到广泛、系统地学习，回到学校在以后的学习和生活中要做一个有心人，时时刻刻都要去补充自己的知识，做到“学海无涯”。
四、实习心得体会
实习的日子很快就过去了，无论在专业知识还是在人生经历方面，这都是一笔非常宝贵的财富，为我在以后的工作中奠定了基础，它教我不要简单地去执行工作任务，而是要思考如何才可以将工作做得更好更高效；教会我注重细节，不可忽视每一点滴的工作，因为往往最细节的地方也是最容易出错的地方；教会我用一颗包容的、欣赏的、积极的心态去面对他人，无论客人或同事，无论他对你好或不好。在秦皇岛喜来登酒店实习的这段时间，让我学到了许多不管是在工作上还是在人情世故方面都让我有了一个很大的进步，我真的很珍惜这段时间。
（下面内容是上面内容的全部英文）
The Internship Report on《Tourism English》
——At Sheraton Le Grand Large Hotel Tourism English major is an attempt to cultivate students' moral, intellectual, physical and aesthetic development, physical and mental health, with good professional quality and cultural training, English proficiency, a strong theoretical foundation, with rich experience (ie, master of tourism and hotel industry, basic management skills and business), engaged in tourism and hotel industry, such as the management of higher applied talents. And the application of relevant professional knowledge of secretarial occupation.
First, the purpose of practice
Through this internship, so I better integrate into the community, to exercise their own, to do anything to persevere. At the same time, it can also improve the ability to solve problems, and to improve their overall quality. To meet the needs of the job, in the practice of full use of the knowledge, to make their own professional knowledge more professional. At the same time, we can also cultivate the ability to adapt to the society and to deal with the interpersonal relationship. For the future to better go to the community to prepare.
Two, internship unit
Sheraton (Sheraton) is the world's top 500 Starwood Hotels & Resorts Management Group's brand. The right to operate the Sheraton in 1963 in 72 countries around the world with more than 400 hotels. Sheraton is strict in the site, the main choice of attractive cities and resorts. In the accommodation industry and the casino industry, Starwood Hotels & Resorts in the world's major markets has a strong brand awareness, and is in a leading position in the pricing.
Three, practice process and content
Just to Qinhuangdao Sheraton three days ago, hotel human resources training is to us were for a period of three days of the hotel knowledge training, let us initially master the related information of every department in a hotel. After I went to the Department Sheng Yanxi restaurant report, I in the restaurant internship is room service, specifically for hotel guests provide room service.
Because the room work has great flexibility, when guests ordering when we need to rooms for the guests room, if there is no room we have to stand to serve the guests dining in the restaurant floor, so to a large extent said, our staff room of a lot of work is also very tedious.
Hotel restaurant is open 24 hours a day, but after 12 o'clock in the evening, the hotel restaurant floor is closing, in principle does not receive guests dining, but after 12 o'clock at night is our room staff on duty, the restaurant is only one of our staff room
and a chef to work, mainly is for the guests to provide room service at night, so we plays in the hotel's role is more, many also need to master the knowledge, such as clients, the cashier. Every morning when the early colleagues does not come to work. We're going to do waiting for the arrival of the early client 1 hours the client work.
The work includes clients:
1, welcome, greeting guests: restaurant every day is at 6:30 in the morning to open the file when we value the night shift staff room the morning buffet work are ready, to western restaurant at the entrance of the client station to greet the guest's arrival. When guests arrive, greet guests with a smile, know the name of the guest to use the name to address the guests, this is the Sheraton Hotel star star service standards.
2, leading the guests: when guests came into the dining room, should take the initiative to pull chairs for the guests seat. No room for all the guests are chairs, but must be for the woman or the invited VIP service. There are children, to take the initiative to ask if you need a baby chair.
3, greet and serve coffee and tea: the napkin is folded into a square on the BB in the dish, then ask guest need coffee or tea, if a colleague in the duty, can call other colleagues for help service.
4, printed on a single, back to clients and Taiwan: when the guests are seated to print guest bills, if not the room including breakfast guests want to print out the bill holder is placed on the table for guests waiting for the guests to a signature.
Cashier's work:
Due to the special room staff, in the Sheraton Hotel, our room service staff is a cashier permissions, because the night shift when the hotel is no duty cashier for value, at this time a cashier is our room service staff to do, actually the cashier work is very simple is to do a good job settle accounts receivables and cash register reports.
1, check out: a lot of the hotel checkout, generally including cash, credit, credit (room city should pay attention to check whether the guest signature pattern can be in the hotel consumption credit, UnionPay card (clear) is a wild card or a local card, using different POS machine to brush card, American Express card, including general card USA visa, MasterCard, diners; local card refers to the bank card card, Pacific card, the Great Wall card, the bank's dragon, ICBC Peony Card), meals (usually within the hotel top management expense bills in the hotel restaurant), tickets (including buffet breakfast, dinner buffet coupons, coupons, coupons equivalent experience voucher coupons, special holidays), general cashier at the end of the day to know the guest is the manner in which the check, do not go wrong.
2, cash register: when the end of their time on duty, to the point of the hotel on the day of the day of the collection of cash receipts and cash receipts, the red of the guest consumption bill to the Ministry of finance to vote.
Lobby bar:
At the Sheraton Qinhuangdao, lobby bar is vested in the restaurant, in the evening when the lobby. There is no staff on duty, is our staff room to watch, if night lobby bar have guest consumption when we have to go to the guests, including the guest list, wine service and so on are our person independently. When guest consumption, we also need to be responsible for cleaning up the lobby bar.
Service staff:
When we do not have the room we need to go to the dining room floor to assist service work, so in the floor of the restaurant western restaurant service processes we room staff is required to master, such as
1, present the menu and order and drink: ask the guest whether to order, and the menu to the master. Recommend a feature or a selection of the day's chef. Sell all kinds of drinks and drink to ladies and children. Asked whether we can serve dishes: for hotel internal banquets or is a frequent visitor, may already by telephone booking form formulated in advance for the dinner menu, so you can directly to the home owner to ask if you can notice the kitchen cooking, such as a VIP, and asked the owner whether the meal; such as required a compote to notify the kitchen according to the number of ready to eat ". Also recommended to the owner of a variety of drinks and drinks.
2, the next point menu and wine list: guests will be the point of food and beverage items in the point of the single input, and then send a single, the most important is to ask the first drink in the next menu, because the wine is usually served to the guests. And then to the bar to take the wine to the guests, and then to the kitchen to pass the dishes for the guests of the dishes.
3, if the guest service drinks: there are special requirements, according to the meaning of the guests order poured. If the guest is not required, in accordance with the first lady, the guest of honor, after the owner of the children poured clockwise order. Pour more wine bottles to the bottom, not even the bottom end of all.
4, serve (food): when serving to in local serving guests were relatively sparse, or position of the important guests; soup, the soup to the table, to the host asked whether there is a need for the soup; for serving guests, each time to the dishes on the table after reporting the dish names, to the guests do a show. According to the number of the the bone plate meal. For each person served again reported to the dishes, and ask the guest to slow. After all the dishes are out, to the guests: "you have all the dishes, please slow!" , there
is the same table guests on the main course requirements, this is also the Sheraton Hotel service standards.
5, dining room service (change the ashtray, BB dish, pouring): the ashtray with each of the two cigarette butts on the replacement of a; timely continued to pour the tea; guests eating food with bone or hull more after the replacement of a BB dish; fruit before a replacement; guests drink a toast, to immediately hand bottle preparation continued pouring, VIP guests and number of rooms, at least to have two attendants in the service; if the drinks have been drinking or is to finish the drink at once, immediately asked the owner whether to add.
6, pull the chair to see a visitor out: guests got up to leave, immediately stepped forward to help a lady or VIP pull chairs, and then to the private room door to bid farewell to the guests, and thanked the guests for the visit. And then check the table with the fastest speed.
7, meal after finishing work: warping restraint, clean health; income units: first napkin, fragrant towel and linen, and then received glass and other glass products, and finally closed porcelain products, will waste the dirty dishes and transported to wash the dishes, table clean, then setting the table.
Other knowledge learning: in the hotel in addition to do service work, there are many need to learn the knowledge, including how to brew coffee and tea, coffee and tea is how to make, the identification of wine, all kinds of dishes production and the name of the name of dishes and drinks said to memorize. This is do a good job in the basic service work. There is a requirement to learn to hotel English, when a foreign guest to the consumer can use English to serve good foreign guests. In addition, of course, teach me a lot, such as
1, learn to establish a good state of mind
The waiter's work is repeated, it is constantly changing, constantly challenge my patience and endurance. Sometimes, the heart is not bored with the outside environment, but their own state of mind. Often in the first day, we are full of passion, and slowly, this enthusiasm has cooled down, in fact, the environment remains the same, the change is only our mind. Every day, we can choose a good mood to face life and work, of course, can also choose a bad mood negative attitude. During the internship, I also suffer an injustice, blamed, even so, I still will use the most sincere smile to the face of my guests, it taught me not to put personal emotions to work, don't bring my guests; at the same time, I also teach even with people deliberately make things difficult for me and cold desert me, I can still learn to use appreciation, inclusive, positive attitude to face them to for their own create good harmonious atmosphere
2, know how to learn
"When the book is used, it is less." To the job, we have a more profound understanding of this sentence. Although in the school to get a lot of scholarship, since that learned a lot of things, but really working practice, we will find that the knowledge is very small. Especially our spoken English level, usually inconspicuous simple dialogue may be temporary memory, many dishes cannot give proper expression way, drinks and dishes in the conventional production process does not use fluent English to express......
"Knowledge = power, knowledge and practice + power = efficiency, after practice, I re adjust the learning method, pay attention to every knowledge, and learn the knowledge should be used in practice, and to learn and practice; at the same time, we should also do the widespread, systematic study, back to school in the future learning and life to do a heart each hour to to supplement their knowledge, so that there is no end to learning.
Four, practice experience
The practice of the past, whether in professional knowledge or in life experience, this is a very valuable asset for me in the future work, it taught me not to perform tasks, but to think about how to do better and more efficient; church I focus on detail, can not ignore every bit of work, because often the most details of the place is also the most easy to go wrong. Sheraton Hotel, Qinhuangdao practice in this period of time, let me learn many whether at work or in the ways of the world makes me have a great progress, I really cherish this period of time.