restaurant waiter training plan 1:
1. Training objectives
According to the company's work requirements for restaurant waiters, excellent service personnel are trained through systematic study, so that the trained waiters have good professional ethics and code of conduct, and master the basic knowledge and operational skills of restaurant services.
second, the training target
the on-the-job service personnel in each store of the company.
iii. Training courses
The on-the-job training course is set up by combining ability modules, and seven training modules are set up, including company management projects, professional quality of restaurant waiters, basic skills of catering service, wine service, serving and dividing dishes, replacing tableware and basic procedures of restaurant service.
Fourth, the training form
Part-time, learning by stages.
V. Training content
1. Company management project Restaurant waiter training 1.1 Pay attention to professional ethics
(1) Abide by discipline and law: understand and abide by the duties and obligations of citizens and practice in a civilized manner; Understand what the country advocates? Five loves? Content
(2) professionalism: cultivate good qualities of punctuality, trustworthiness and discipline; Cultivate the good quality of respecting the old and loving the young, being diligent and eager to learn; Cultivate good qualities of being helpful and striving for perfection
(3) Working principles: self-esteem, self-love, self-confidence, self-reliance and self-improvement
1.2 Company employee handbook
1.3 Company management system
2. Professional quality of restaurant waiters
2.1 Professional ethics and job responsibilities: professional ethics of restaurant waiters; Responsibilities of greeters, bleachers and dish handlers
2.2 Eating habits and eating psychology of customers: eating habits in various regions of China; Eating habits of ethnic minorities; Eating habits of people in Europe, America and Asia; Guest's dining psychology
2.3 Basic knowledge of food hygiene: characteristics of public catering industry; Health management of public catering industry; Personal hygiene requirements of waiters; Environmental sanitation requirements for restaurants; Prevention of food poisoning; Tableware washing and disinfection hygiene
2.4 Food and beverage service safety: fire prevention and treatment: prevention and treatment of theft and accidents
Since entering the university, the employment problem seems to always surround us and become an endless topic. In today's society, posters at job fairs always say? Experience is preferred? How much social experience will our students still have on campus?
2.5 catering service etiquette: the basic requirement of polite service; Service reception etiquette; Learn the requirements of dress and sanitary decoration; Learn the correct posture of standing, walking and operating
3. Basic skills of catering service
3.1 End-supporting skills: understand the types and functions of trays; Master the methods of light trust and heavy trust; Learn to walk with end support
3.2 napkin folding: understand the function and types of napkins; Basic techniques of napkin folding; Types and placement of napkin flowers; Napkin folding atlas
3.3 table setting service: understand the basic requirements of setting tables for Chinese and western foods
4. Wine service
4.1 Understand the classification and characteristics of Chinese and foreign drinks, tea and soft drinks: understand the classification and characteristics of China drinks; Understand the classification and characteristics of foreign drinks; Understand the classification and characteristics of soft drinks; Understand the classification and characteristics of tea
4.2 Skills and procedures of wine service: learn how to ice and warm; Pay attention to the pouring order; Master the operating essentials of wine service
5. Serve and divide dishes
5.1 Understand the knowledge of dishes: understand the characteristics of Chinese food; Understand the main characteristics of western food
5.2 Serving and dividing food: understand the operating essentials of serving Chinese and western food; Master the basic methods of dividing Chinese and western dishes
6. Replace tableware
6.1 Replace tableware on the Chinese table: learn the operation method of replacing tableware; Know the correct steps of closing the table
6.2 Replace the tableware on the western table: understand the collocation rules of western dishes, tableware and drinks; Understand the special requirements for replacing tableware on the western table
7. Basic procedures of catering service
7.1 Master the reception service of Chinese and western food: understand the characteristics of zero-point service; Master the requirements of group meal package service; Understand the service procedures of the coffee shop
VI. Train lecturers
Employees with long working experience, restaurant lobby managers and general managers
VII. Training time
Every Monday to Friday, from 11:31 to 12:11, for one month.
VIII. Training place and equipment
In the dining room, all the facilities in the dining room
IX. Evaluation method
1. Exam: After the waiter has completed each training module in the curriculum, the trainer will take written test and oral test to the trainees.
2. assessment: embodiment? Take skills as the final result? The training concept of. The evaluation team formed by the company conducts on-site assessment on the waiters in the training base. The assessment can take the form of on-site operation, oral question and answer, simulation operation and illustration, focusing on checking the waiters' post skills.
X. Adjustment method
It can be adjusted to Saturday or Sunday evening, and the specific time is unchanged, but it needs to be reported to the general manager and approved by more than two-thirds of the training staff.
Xi. Training budget
It belongs to internal training. The lecturers are all restaurant employees, so there is no need for much budget. During the training period, each trainee is prepared with a midnight snack, and some allowances are given to the lecturers appropriately. The initial budget is less than RMB 31,111. Restaurant waiter training plan 2:
1. How to learn to deal with guests easily
1. Waiters are always smiling;
2. Treat regular customers with courtesy and respect;
3. Show up when the guests need it most;
4. Never embarrass guests (empathy)
2. How to overcome service barriers
1. Overcome personality barriers
Good guy: Speak softly; Avoid talking loudly and quickly
Suspicion: it is not easy to trust people; Avoid being rude and ambiguous
Arrogant personality: easy to look down on people; Don't be conceited and arrogant when you speak, and use disrespectful words
Shy guests: introverted; Avoid joking casually
impatient guests: they often complain and are not stable; Avoid being as impatient as the other person, otherwise it is easy to contradict
taciturn: I don't like talking to people; Avoid ignoring and snubbing each other
sloppy guests: random; Avoid letting nature take its course, and remind
difficult guests in a caring tone: be critical and keep a straight face; Avoid speaking out of proportion to avoid falling into a quarrel
2. Overcome language barriers
A. Seven taboos: Avoid dispersion, avoid generality, avoid urgency, avoid emptiness, avoid emptiness and avoid slippage
B. Four noes: Don't say disrespectful words, unfriendly words, impatient words and impolite words
3. Overcome psychological barriers (drills)
A. I am an excellent student.
B, I believe I can do my job well!
C, there are many friends around me who care about me!
D, no matter what happens, I can keep a warm and cheerful attitude to serve the guests!
E, the purpose of my work here is to show my value, not to enjoy it!
3. How do waiters keep self-control
1. When they are in a bad mood, they should not vent their emotions on the guests (control their emotions)
2. When the guests criticize our work, which will embarrass us, we should treat them calmly (keep calm)
3. When the guests are rude to us, we can't answer blows with blows. Instead, it is necessary to solve problems in a polite, beneficial and orderly manner (correct roles)
4. When receiving more guests and having a heavy workload, we should pay attention to service attitude and work efficiency (busy but not chaotic)
5. When receiving fewer guests and having a small workload, we should pay attention to strengthening discipline (idle but not lazy)
6. Control the excessive expansion of selfish desires. Don't do something that will make you regret for a long time (lead a clean life)
7. In the communication with colleagues and superiors, you should be calm, and when you encounter contradictions or quarrels, you should be patient and calm (three points of courtesy)
8. In daily work and life, you should be polite and observe discipline (strict with yourself)
4. How to establish a strong sense of service <
2. All the guests are the first.
3. Service should return good for evil.
4. Being competitive will lose friends.
Five, the six characteristics that an excellent waiter should possess
1, extroversion and enthusiasm;
2. Strong language ability and persuasiveness;
3, high flexibility, can make appropriate response according to different environments;
4. Have certain moral cultivation;
5. Strong aesthetic consciousness;
6. Be enterprising and innovative.