酒店管理专业毕业论文.doc

毕业论文(设计) 学生姓名: 江铭指 导教师:冯雷专 业名称:酒店管理所 在系部:旅游管理系 2012 年5月 21日辽宁林业职业技术学院毕业论文评审书论文摘要(由论文作者填写) 对于一个四星级标准的商务酒店, 若想获得更好的经济效益和品牌效益, 除了员工的优质服务之外, 还要了解客人真正所需要的, 并且满足其自尊心。只有及时发现人员管理中存在的弊端并及时有效的给予解决。使员工真正了解到客人所需要的, 从而提升客人的满意度, 酒店才能在激烈的市场竞争中立于不败之地。指导教师评语(含观点、内容、文字表达方面的评价) 指导教师评定成绩: 指导教师: 年月日评审小组意见及成绩: 评审小组组长签字: 年月日答辩小组意见及成绩: 答辩小组组长签字: 年月日毕业论文成绩: 备注: 辽宁林业职业技术学院毕业设计(论文) 实践是收获的金钥匙《实习报告》及《案例分析》【摘要】通过在三隆中天酒店为期两年的实习,逐渐把知识融入到实践中来。在三隆中天酒店不同岗位的实习期间,学到了不同的知识。日常工作生活中逐渐发现自我的优缺点,通过实习不断改变自己、完善自己,从而提高自己对客的服务水平与服务质量。并在某次预定失误中了解到客人的五大需要,针对所存在问题,认真分析具体产生原因,根据三隆中天酒店餐饮部实际情况,对症下药,提出合理解决方法,予以解决。【关键词】三隆中天酒店酒店实习五大需要辽宁林业职业技术学院毕业设计(论文) 目录前言........................................................................................................................... 1 一、实习单位的介绍........................................................................................... 1 (一) 实习单位:沈阳三隆中天酒店·············································· 1 (二) 实习部门:餐饮预订部······················································· 1 二、实习的内容................................................................................................... 2 (一) 餐厅的例会······································································ 2 (二) 餐厅电话的预定································································ 2 (三) 送餐电话的接听································································ 2 (四) 婚宴的预定······································································ 3 1 现场咨询与电话咨询························································ 3 2 签定婚宴协议书······························································ 3 3 婚宴提前一周的任务························································ 3 (五) 如何处理客人遗留的物品···················································· 4 (六) 预订部与销售部预定的核对················································· 4 三、实习的收获与体会....................................................................................... 4 (一) 实习的收获······································································ 4 1 语言能力的提高····················································