大酒店前厅部外籍大堂经理发言稿

    我的名字叫**，来自荷兰。我于2002年大学(在荷兰)毕业后，便去了澳大利亚，经过11个月的旅程，途径越南和台湾，最后来到了中国。我去过北京、深圳、上海、杭州、宁波，最后我来到了温州。
　　现在我已经在温州最好的酒店之一的**大酒店工作了9个月，并成为了一名外籍大堂副理，带领其他3名外籍培训生为中外客人，特别是外宾提供最好的服务。
　　我工作的主要目的就是为来**大酒店的中外客人提供美好的感受和舒适的服务。
　　通常，我们都是两名外籍员工一起工作，这样我们能够保证当一个去给客人提供帮助时，另一位能够留守在大堂里。
　　我们主要是为前厅部工作，但实际上，我们的工作也涉及到销售部和西餐厅。为了提高目前的对外服务水平，酒店管理层为我们安排了两种工作的途径 – 直接面对面的服务和间接的服务。
　　----直接面对面的服务：包括了从客人到店，直到客人离店的所有的面客环节。我们帮助客人办理入住手续，我们向客人介绍自己，以便我们尽力满足他们的需要。除了这些程序之外，我们还定期在大堂吧和西餐厅与客人攀谈聊天。所有我们所做的都是为了能够尽早发现服务工作中存在的不足和问题，以便我们能够及时纠正和提高。我们相信这种有效的途径，不会让我们等客人的投诉或是客人有任何理由不愿待在我们酒店。
　　-- ---间接的服务：这是我们在后台办公室要完成的任务和准备工作。举例说，在圣诞节时，我们给销售部的员工提些像酒店圣诞装饰的新想法；又比如，我们给西餐厅的员工培训英文，向他们讲解西方人的习惯。因为我们注意到这些都能够帮助解决过去很多由于缺乏良好的交流所带来客人的不便的问题。
　　提供个性化的服务
　　我们的目标之一就是给客人提供个性化的服务。我们想给所有的客人以独特的个性化的方式来满足他或她的所有需求和愿望。我们酒店的数据库系统记录了所有客人的详尽信息，为每一位客人建立客史档案。我们也将从与客人接触中得到的客人个性化信息记录进酒店数据库系统。从而我们酒店的数据库能够随着每一个客人的到来而不断得到充实，进而能够使我们给每一位回头客提供更好的服务。
　　谈了太多的工作细节，是因为酒店给我们非常优越的工作环境和生活环境，使我们充满活力和热情地投入到工作中去了。
　　我在**大酒店的工作和生活不仅是充满挑战，而且是非常有趣和有意义的。通过大堂副理的工作，我们更好地了解了中国和中国人，也使的我们更加的爱这个伟大的国家和善良的人民。而且，酒店的管理层也非常照顾我们的业余生活。我们经常被邀请参加各种各样的酒店组织的活动。比如说学做中国菜。酒店为我们安排中餐大厨，实地（酒店中厨房）教我们学做中国地道的美味佳肴。从中我们不仅了解了中国文化，而且丰富了我们的业余生活。
　　我要说，能够来中国，能够来温州**大酒店真是太棒了！
Being An Assistant Manager In China
(Wenzhou Dynasty Hotel)
　　My name is Evert, and I come from Holland. After my study in Holland, I left Holland in 2001 to go to Australia, I traveled for 11 months and through Vietnam and Taiwan I ended up in China. My journey in China started in Beijing from there I traveled through Hairbin, Shanghai, Ningbo and Hangzhou to end in Wenzhou in 2002.
　　When I came to Wenzhou, I started to work for one of the best hotels in Wenzhou – “Dynasty hotel”, till now, I have worked for seven months, from a management trainee to an assistant manager now, and lead other three foreign trainees to give the best service to guests from all over the world, especially foreigners.
　　The main purpose of my work is to provide the foreign guests a good feeling and a suitable service.
　　Normally, we work with two foreigners at the same time so we can always be sure that one of us is available to help and one of us is in the lobby.
　　Mainly other foreign trainees and I work for Front Office department, but in practice we are also involved with our Sales and Marketing department and our western restaurant. In order to improve the current standard we have chosen for two approaches: direct or face to face, and indirect.
---- Direct (face to face)
This means every direct involvement with the guest from arrival until departure. We help to check in the guest, we introduce ourselves and afterwards we try to serve their needs if there is any question or remark. Besides this policy, we also have regular chats with our guests in the lobby bar and the western restaurant. All this we do to detect eventually mistakes / problems as soon as possible so we can react on it right away. We believe that this approach effective, we do not wait for complaints or people that go away for any reason.
---- Indirect
This is all task and preparations made in our back office. For example we help our Sales and Marketing staff to create new ideas like our Christmas decoration. Or another example, we give English lessons to our staffs in the Western restaurant and we explain them the western habit. We noticed these actions help to solve a lot of problems because in the past a lot of inconveniences were caused by miscommunication.
Our personalize service
One of our goals is to personalize our service. We want to give every guest a personal approach in order to fill all his or her needs and wishes. Our tool in achieving this is a database in where we record everything useful about an individual guest. We set up a profile of every guest that arrivals in our hotel. In this profile we record all the personal preferences, wishes, complaints and problems, of the guests. We also record all the personal contact we got with the guest so we can always find this back in the database. On this way the database will grow by every visit of the guest and allows us to give the guest better service every time he returns to our hotel.
　　So much details about my work, because I work in the very good working and living condition which the Dynasty hotel offers to me, which make me so glad and full of vigor to put myself all to the exciting work.
　　My work and life in Wenzhou Dynasty hotel is not only full of challenge, but also full of interesting. Through the work, I can get well know China and Chinese. And I find that More understanding China and Chinese, more love to the great country – China. We are more and more like here. In addition, the hotel management also takes good care of our life in spare time. We are often invited to all kinds of interesting activities organized by hotel. Such as learn Chinese cooking in Chinese Kitchen of Dynasty hotel, and hotel management specially excellent Chinese chef to teach us real Chinese cooking. It is great.
　　I would like to say that it is so great and interesting that stay in China, in Wenzhou Dynasty hotel. （**大酒店供稿）
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