Rapport de stage hotelier--école de gestion suisse

Pages: 6 (1379 mots) Publié le: 11 avril 2011
Part 1: Dealing with unexpected situations:
I’ve experienced one situation that was totally unexpected, that I had to deal with, personally, and I witnessed another unexpected situation.
At the end of my internship, in December, I joined the housekeeping service at the Marriott Champs-Elysées. For three weeks I have been doing the evening shift, from 3 pm until 11 pm.
The hotel uses a cleaningcompany to hire cleaning ladies and valets, the housekeeping service has to communicate with the front desk, and wich receives requests from the guests concerning the time or their observations for the cleaning service. In the end of the afternoon, around 6:00 pm, the general housekeeper receives a call from the reception saying that an important guest, who had left the room the entire afternoonand are coming back in a half hour. The guest had warned the front office that they wanted their rooms tidy and clean by the time they would be back around 6:30pm. The guests had made several complaints about the housekeeping. As all the cleaning ladies were having dinner the housekeeper and I had to do two rooms in three minutes with the help of a valet. As we went out of the room, we met theguests whom asked me why their room wasn’t ready yet, as they requested earlier that day.
In order to solve the problem, I apologized to the lady who had started to yell at me first, explaining to her that the information was given to us very late and we did the best we could to satisfy their request in time. I wanted to ask my manager, but as I turned around, she was gone. So I said to the guestthat I was really sorry, and that it wasn’t normal for them to wait for their room as they left it four hours ago, as I was apologizing again, the lady understood that I had no responsibility in the incident. I took them to the lobby as they were going to the front office, and the guest told me that she understood that we did our best, but that the organization of the hotel was really poor, shedidn’t blame me or my colleagues. Afterwards, I would say that I could have stayed with the guests while they were explaining their problem to the front desk, as I was the concerned employee at this moment. The following days, I personally took care of the cleaning of these rooms for the rest of their stay.
Otherwise this incident, when I was working for the room service team, I had to deal withreally demanding guests. Those demands, that made me go back from the room of the guest, to the back of the room, sometimes five times. This taught me patience, and I’ve learned how to anticipate the needs of customers, in order to do my job better.
I learned how to deal with unexpected situations by mostly observing the restaurant manager, Patrick Moutonnet, who really showed me how to deal withcomplicated situations. The summary of the process would be, first to apologize to the customer, find a way to solve the problem the guest is experiencing, or find a supervisor who can help you to find a solution. As an intern, that would be the best way to solve a problem.
As an intern, alternatives actions that I could have undertaken were not my responsibility. There were some situations where Iwasn’t qualified to take responsibility for. Such as this incident where the customer complained that his fish wasn’t fresh. I apologized to the customer but couldn’t solve the problem myself; I then referred to my supervisor who decided to refund the price of the dish and offered wine and dessert to the customer. So I think when the problem concerned the payments or the reputation of thedepartment, I believe that I wasn’t qualified to take the responsibility for.

Part 2: Improving personal or interpersonal skills over a period of time.
In my opinion, my first strength is flexibility, during this internship I had the opportunity to work in different departments, in F&B and in hospitality. I worked as a waitress, as a hostess at the restaurant of the hotel, where I developed...
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