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2017 waiter training plan program (a)Phase I: service quality training
I. Training time :
March 23 ---- March 23, morning: 8:30 -----11:00 ,
afternoon: 2:00 ----4:30
Second, the purpose of training and requirements
Through the training, so that trainees master the concept of business operations, the concept of service, the quality of the restaurant waiter requirements, food service etiquette and a variety of hospitality service skills, learn to use etiquette to package their own, consciously shaping a good professional image, create a good service atmosphere, improve the quality of integrated services, enhance the loyalty of the enterprise, enhance team cohesion, for rapid and comprehensive improvement of the Dongshan Hotel Restaurant Service grade to lay a good foundation.
Third, the content of the training:
(a) corporate image and the importance of shaping the personal image of the restaurant waiter
(b) the meaning of service, the concept of service, the mode of service
(c) the quality of the restaurant waiter
(d) the professional ethics of the restaurant waiter
(e) the basic requirements of etiquette and courtesy of the restaurant waiter
(f) the basic requirements of the restaurant waiter The basic requirements of courtesy and politeness
(F) the basic requirements of the restaurant waiter grooming
(VII) restaurant services commonly used polite phrases
(VIII) how to set up a "front desk staff is the hotel's internal customer" concept, to strengthen cooperation between the front and back office
(IX) communication skills
( (ix) communication skills
(x) memorize the guests
(xi) language skills
(xii) the establishment of an effective team
(xiii) how to create the guests, how to retain the guests
(xiv) telephone etiquette
(xv) how to greet the guests
Fourth, the training method
1.
1, classroom lectures
2, etiquette training: grooming training 20 minutes a day; smile training, 20 minutes a day.
3, video teaching
4, role-play
5, feel the training
6, 10 minutes before the class every day, each trainee takes turns to the podium to make a speech. The content of the speech can be a personal experience of the service case, but also can tell stories, tell jokes or recite literature.
7, students *** divided into six groups, around the content of the discussion.
8, explain the skills competition standards, on-site corrective guidance.
V. Appraisal methods
1, awarded the "Miss Smile", "Mr. Smile", the winners to give awards, and take photos hung on the hotel bulletin board.
2, dishes, drinks and other business-related knowledge test or knowledge contest.
3, "smile in my heart" "please be proud of our work" speech contest
4, restaurant service skills competition
5, the training class can be named "Dongshan". Hotel restaurant service license examination training course"
The second phase of training: basic skills, service procedures, service standards
A training time:
April 23 - May 23,
8:30 a.m. - 8:30 p.m. - 8:30 a.m. - 8:30 p.m.
8:30 a.m. - 11:00 p.m. 2:00 p.m. - 4:30 p.m.
Second, the purpose of the training requirements
Through the training, to enable the trainees to master the basic skills of restaurant services. Trainees master the basic skills of restaurant services, basic procedures, improve language skills and practical work resilience and psychological quality, to be able to apply the knowledge gained flexibly to the actual work, to provide guests with satisfactory service.
Third, the content of the training
(a) the basic essentials of the tray
(b) napkin folding
(c) Chinese table
(d) pouring, serving, dishes
(e) Chinese banquet reservations
(f) Chinese banquet reception service procedures and skills
Fourth, the training methods
1, 10 minutes before the lecture.
2, "5 •4" Youth Day Speech Contest: "Let Youth Shine Here"
3, case study and group discussion
4, classroom lectures
V, Assessment methods
1, customer history file collection contest
2, strain test
3, tray running contest
4, Chinese table setting contest
Phase III: restaurant service quality management
a. Training time:
May 23rd - - June 23rd. June 23,
8:30 a.m.----11:00 p.m.2:00 p.m.
Second, the purpose of the training and requirements
Through the training to enable trainees to y understand the business philosophy of the enterprise, to improve the comprehensive ability to serve the guests, with quality services to make guests fully satisfied. To build Dongshan Hotel service brand. Enhance the hotel service grade.
Third, the content of the training
a) the meaning of the restaurant service quality
two) awareness of the quality of restaurant services
three) restaurant service quality control methods
four) brand marketing
five) customer psychology
six) skills to deal with guest complaints
four, the training method
1, classroom lectures
2, simulation scenarios, service exercises
3, cultural performances: sketches, poetry recitation, songs, dance and other forms.
4. Skills training
V. Methods of examination
1. Simulation scenarios, hospitality service examination
2. Comprehensive examination of restaurant service skills
3. Issuance of certificates according to the results
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