contents of service personnel training

outline

1. Introduce the general situation of the company and the personnel structure chart

2. Announce the discipline of classroom training

3. The training purpose is "service is detailed, words and deeds are military

"

4. Establish a "best friend" to reflect the team spirit

5. Do something. Be a man first

VI. Rules and regulations, service standards, gfd

VII. Details of service process

VIII. Filling in various documents

IX. Practical operation exercises of service process

X. Knowing about drinks and stereos (single training)

I. Introducing the company profile and personnel structure chart

II.

2) All trainees must turn off all communication equipment during class;

3) Listen carefully, study hard, participate actively and answer questions actively.

third, the purpose of training

1) service details;

2) Militarization of manners;

3) Politeness is always on the lips;

4) be familiar with the company's rules and regulations and service processes;

5) How to organize personal hygiene "appearance, appearance".

Fourth, establish a "best friend" to show team spirit

1) Work in pairs, and he/she will be your best friend in the future.

2) A best friend means honor and disgrace and * * *.

5. To do things, be a man first

1) What is a promise, for example, an officer, a soldier or a captain?

2) Habit formation: Be careful about thinking-influencing behavior

Be careful about behavior-influencing habits

Be careful about habits-influencing personality

Be careful about personality-changing fate

Examples, the methods of educating children in China and Japan.

3) hard work and constant excuses

Don't say "I thought", for example, there was an error in the service process.

4) not "we" and "them". It is often said that you or they will alienate and destroy unity over time.

For example, Mitsubishi Corporation of Japan, Charcos Corporation and Shanghai Jinmao Building.

5) avoid such an answer when answering the phone or talking to people.

"Not here", "I don't know", "It's not my business" and so on.

6) Pay attention to "details", and details determine success or failure.

a) example, Shanghai inner ring viaduct, Japanese 1.9-ton freight car.

b) Harbin Shangri-La laundry list.

c) Thailand hotels.

(Doing things seriously only means doing things right, and doing things with your heart can do things well. )

7) Team spirit

a) How to embody team spirit? For example, the principle of barrel.

b) games.

c) Sign language song "Start all over again".

8) Put yourself in an empty cup, and study hard to start all over again in any training.

VI. Explanation of rules and regulations, service standards and gfd

1) Rules and regulations.

2) Service standard

a) Standing posture, hold your head up and chest in, with a smile on your face, look straight ahead with your eyes, stand with your feet together, with the distance between your feet

at 35 degrees, and don't lean forward, lean against the wall, scratch or hold your chest.

b) lead the gesture, walk about 1 meters in front of the guest's right, lean slightly, put your fingers together, and put your palms up.

"this way, please" and "your room is here".

c) Address, when you meet a guest or boss, you should take the initiative to say hello, "Hello", "Good evening", "Welcome", "

This way", "Thank you", "Have a good time", "Excuse me", "Please

walk slowly".

d) In-room service order-table patrol-wine pouring-promotion-atmosphere adjustment-(toast)-song ordering-re-promotion-bill checking

e) Room opening and room leaving service. First of all, when my sister enters the room, she should say, "Good evening, welcome to Baifuqin. I am a waiter in this private room.

I am very happy. Then, it introduces the company's way of eliminating < P > fees, recent preferential policies and entertainment activities. Out-of-room service: when the waiter delivers the product, he should pay attention to the following matters: "When you leave, you must step back two steps before turning to open the

door", knock at the door moderately, and pay attention to polite expressions such as "Sorry to disturb you" and "Please enjoy your meal".

f) it's my fault that I don't argue with the guests when dealing with emergencies, but listen to them. Can't handle it and report it to the superior quickly. Make a good record.

g) promotion skills

1, 2 and 3 promotions (oral).

3) gfd's explanation (with gfd's training manual for employees)

7. Details of service process

1) Matters needing attention in young master's service process (mainly to help younger sister make the service more perfect and the guests more enjoyable);

a) always put towels on

b) fast delivery

c) guide guests

d) remind guests of room consumption (remind little sister)

e) add cups

f) remind guests of their belongings

g) Pay attention

2) Little sister service process

.

3) Service process during the dinner

a) Self-introduction: When entering the room, stand in a position where you can't touch yourself when opening the door, say hello to the guests, and introduce yourself, "Good evening, welcome to Baifuqin, I am the waiter in this private room * * *, and I am glad to serve you. Here is the wine list, please have a look"

b) The waiter brings a towel.

c) inform the relevant departments to turn on the * * room, turn on the power amplifier and computer, disassemble the wheat, and put a disposable wheat cover on the guest's face.

d) Order: It depends. Ask the guests if they can order. Ask "Excuse me, everyone, can I order now?" If you can order, "here is the wine list, please have a look."

e) introduction: introduce the goods sold in our store to the guests in a proactive way. By familiarizing with the prices, characteristics and specifications of the goods, we should first establish a credible image of the waiter in the hearts of the guests, so that the whole room service can be carried out smoothly.

Introduction: For example, our company has foreign wine, red wine and beer. I wonder which one you are going to drink today? ”。

"Corona, right? How many first, iced or not? " . Multi-style introduction. (wine knowledge is detailed separately

)

f) sales promotion: don't force sales promotion, which will make guests mistakenly think that it is an item in the store that is eager to get rid of. Example: "The variety * * has the best sales today. Would you like one?"

g) singing list: after the guest orders the items, repeat the name, quantity and specifications of the ordered items to the guest, and enter them into the computer after the guest approves.

h) Pay attention to the wine. "Excuse me, this is the wine you ordered. Can I open it for you?" One ounce of foreign wine, one third of red wine and seven percent of beer should be full of foam. Serve food; Excuse me, this is the fragrant potato chips you ordered.' Please enjoy your meal. Note; Whether the Niuhe River in the east of Wu needs aged French fries must be accompanied by tomato juice, and the painstaking fruit should be peeled for the guests, and placed on clean paper or fruit butterfly. The fruit in the fruit bowl should be delivered to the guests' butterfly [in front] with a toothpick, and the mutton skewers should be wrapped with paper towels, and the' hands' should be delivered to the guests. After the guests finish eating water or snacks, the paper towels should be delivered in time.

i) song ordering method: pay more attention to the good songs that the guests like or think they sing, so as to facilitate the suggestion of ordering {tree

to establish a credible image} in the next service. Sound knowledge: the function of each key on the power amplifier. Frequently occurring phenomena in playing songs and their solutions.

j) Clean the countertop

k) Precautions for placing items: the distance between the mobile phone and the wine glass, the distance between the playing method and the wine glass, and the food near the smoking method. No more than three cigarette butts and three cigarette butts in the ashtray. At the same time, it is required to change the ashtray mode. Empty glass, withdraw from the corner of the room or leave the bottle cap as required by the manager.

l) check to see if you have reached the consumption before paying the bill. If you are about to reach it, you can remind the guests, and there is a big difference without prompting. Check-out method: check: the director takes the original ID card of the guest, the guest's name and telephone number, and the cashier thinks that

after filling it out, the ticket stub and the invoice will be returned to the guest. Cash: the director will hand it over to the cashier after counting it in person, and make change or issue an invoice according to the requirements of the guests. Credit card depends on the situation.

m) seeing the guests off reminds them to check their belongings. Send it to the designated place, the elevator. Farewell words; Please take your time. Welcome to visit us next time or I hope I can serve you next time.

n) Find the district director to make rounds at the end of the work. Quickly restore the room to the state of welcoming guests. Write a daily work report [true, original]

4) Matters needing attention during the dinner service should be based on the principle of old first, young later, and ladies first, men later. When a guest wants to find a boss or manager, he needs to ask the guest's last name. When the relevant person enters the room as a guest, he/she should call his/her professional title, and prepare the corresponding glasses according to the situation. After the boss leaves the room, he/she will remove the glasses used by his/her boss, and when he/she enters the room again, he/she must send a new one. If the guest orders goods that are not on the menu, such as cigarettes and medicines, he can politely refuse the guest, and at the same time, recommend other similar goods. If the guest strongly requests it, he should ask the district director, who will apply step by step. Always pay attention to when the ordered items will arrive, especially when singing in the room. Transmission can't be heard when you knock

outside the room, which affects work efficiency. When the guest answers the phone in the room, he can ask if the guest needs to turn down the volume of the stereo or turn it off. Our service mode is kneeling service, so don't forget that we win customers'

recognition with standardized service. After buying the bill, the guest asks to continue spending, that is, to continue spending (the director informed the client desk to continue spending in this room). Going out of the room requires two steps back. Notify maintenance personnel (VJ) immediately when there is something wrong with the computer and power amplifier. After the guests leave the store, the unopened drinks will be delivered to the bar by the district director and registered.

VIII. Filling in all kinds of documents

(food list, wine list, bottle wine list, etc. and correct filling in all kinds of document formats of the company)

IX. Practical operation exercises of service process

X. Knowledge of drinks and acoustics (individual training).

knowledge of employee management

1. what are the six goals of employee management?

1. Employees should be made aware of the goals set by the enterprise to ensure their realization;

2. Every member of the enterprise should be made aware of his responsibilities, scope of authority and working relationship with others;

3. Regularly check employees' work performance and personal potential, so that employees can grow and develop;

4. Assist and guide employees to improve their own quality as the foundation of enterprise development;

5. There should be appropriate and timely encouragement and rewards to improve the work efficiency of employees;

6. Make employees feel satisfied from their work.

second, what are the needs of employees?

Gallup, a world-renowned management consulting firm, once conducted a survey on how to establish a good workplace. The so-called good workplace must be such a place:

1. Employees are satisfied with their work;

2. Employees should also have good performance.

The researchers used questionnaires to ask employees to answer a series of questions, all of which were related to the employees' working environment and workplace requirements. Finally, they analyzed and compared the employees' answers, and got 12 needs of employees. These needs are beyond salary and welfare benefits, which embodies the new content of employee management in modern enterprise management.

These needs are:

1. I know what the company expects of me at work;

2. I have the necessary instruments and equipment to do my job well;

3. I have the opportunity to do what I am best at at work;

4. In the past 7 days, my outstanding work performance has been recognized and praised;

5. My boss cares about me as a useful person at work.

6. I am often encouraged to move forward at work;

7. My opinions must be listened to at work;

8. The mission or goal of the company makes me feel the importance of my work;

9. My colleagues are also committed to doing their jobs well.

11, I often have a best friend at work;

11. In the past six months, someone talked to me about my progress.

last year, I had the opportunity to learn and grow at work.

third, how to realize the needs of employees?

1. Clarify job responsibilities and job objectives

2. Manage equipment and office supplies well

3. Strengthen management communication

4. Establish feedback mechanism

5. Conduct written job evaluation

6. Improve job promotion system

4. How to improve employees' work efficiency?

1. Choose the right person to make work decisions

When making work decisions, employees with considerable technical or business abilities should be selected to make decisions. Due to the lack of technology or experience, some employees will give wrong guidance to their work when making decisions. There is no point in doing any more work if the direction is wrong.

2. Give full play to the role of office equipment

A lot of work may be delayed because of the failure of office equipment such as telephones and fax machines. Some companies don't have fax machines, so it takes a long time to send and receive a fax, which naturally can't improve work efficiency.

3. Enjoy the fruits of work * * *

Sometimes we find that the work we do may have been done by other employees. Sometimes I look up some information and work hard to find it. As a result, I find that another employee has looked it up before. If I had consulted him, I wouldn't have to go to such great trouble. It is a very important issue to enjoy the work of employees. This is especially important for companies with more employees. Managers can use the department's office meeting to let everyone introduce their work; In addition, some work results should be properly classified and kept, which can achieve the purpose of enjoying the work results.

4. Let employees know all about the work

Let employees know all about the work, which is helpful for employees to grasp the work as a whole. Employees can better put their own