The types of waiter training can be classified according to different training objects.

1? Pre job training

Pre-job training is also called pre-job training, that is, pre-job training for waiters. Pre-job training should be "pre-job training to obtain qualification certificate", so that it can adapt to and be competent for the assigned work.

2? on-the-job training

The post-service training of waiters is a long-term job, including not only new waiters, but also waiters who have worked for many years. The training content after taking up the post has distinct adaptability and pertinence, aiming at solving the weak links and problems in the work. On-the-job training should pay attention to grade training and be assessed according to grade standards. The training of job attendants mainly includes on-the-job training and off-the-job training.

3. In-service training

On-the-job training refers to the training that waiters receive in the workplace and in the process of completing production and service tasks. The principle of on-the-job training is to learn what you do and make up what you lack. On-the-job training focuses on practical operation and improves business and technical ability through practice. On-the-job training is the continuation and development of pre-job training, and it is the progress from low level to intermediate level. On-the-job training should run through the whole process of every employee's employment.

4. Full-time training

Off-the-job training refers to the training that the waiters who participate in the training leave their posts temporarily or partially. Off-the-job training is a training method that focuses on improving the theoretical knowledge of waiters and takes teaching as the training form. The advantage of this kind of training is the concentration of study time, energy, personnel and training content, which can quickly improve the ideological quality and professional quality of waiters.

Second, the requirements and forms of waiter training

1? Training requirements

Everything should be prepared, and so should the waiter training. Before the implementation of training, the necessity and content of training should be considered first, and then the training plan can be drawn up and the training work can be carried out in an orderly manner according to the established plan.

(1) Find the training requirements and determine the training content. According to the problems existing in the service site, customer complaints and the requirements of superior leaders, the contents that need training are found in time to meet the needs of the new situation and solve the problems in the work in a targeted manner.

(2) The training plan should be concrete and feasible. The training plan shall include the following main contents:

① What is the purpose of training?

② What is the content of the training?

③ Who is the training target?

④ How to arrange training time?

⑤ Who will teach?

⑥ What training forms and methods are used?

⑦ How to assess and identify students?

⑧ How to arrange other matters? Such as: arrangement of teaching materials, places, venues and funds.

2? Training form

Training form refers to the way of training. Including the form of training, classroom or simulation, on-site or conference discussion and many other contents.

(1) classroom teaching. Teachers' teaching in the classroom is suitable for instilling service consciousness, working attitude and imparting theoretical knowledge. The application of this form requires that lectures should be practical and easy to understand.

(2) Situational teaching. In other words, the combination of teaching and on-site teaching is suitable for skill training.

(3) Simulation exercises. Audition or operation by students on the spot; Or directly in the actual service, or simulate the service scenario exercise, or consciously set obstacles, requiring students to eliminate them in the implementation process.

(4) Field observation. Students observe at the service site, learn to imitate from the observation of others' practice process, and deepen their impressions.

(5) Meeting discussion. In the form of a meeting, discuss a case and draw a correct conclusion and a solution to the problem.

Third, the steps of training

As the saying goes, if you don't follow the rules, you are not Fiona Fang. Training work especially emphasizes the "rules" of training-training steps. If the training steps are scientific and reasonable, better training results can be obtained.

1? Training demand analysis

Training demand analysis can be based on customer feedback form, market survey, customer return visit rate, employee representative meeting minutes, operating profit report, cost loss report, health inspection records and other information to predict. When the guest is dissatisfied, the waiter's morale is low, the consumption is high, the efficiency is low, and the hygiene can't meet the requirements, it means that training is needed.

When doing "training demand analysis", it is necessary to list the problems, analyze the causes of the problems, and determine the items that need training; It is necessary to review the relevant standards, find out the gaps and formulate new standards.

2? Make a training plan

The first step in making a training plan is to make a concrete analysis, analyze the training tasks, create the conditions needed for training, complete the training steps and the training methods of each step.

(1) Develop macro and specific training objectives. Training must pay attention to reality and improve the necessary working ability of waiters. Therefore, the formulation of training objectives must be based on specific training objectives, so that waiters can master their professional knowledge and service skills at the end of training courses.

(2) Choose training methods. Adjust the training methods according to the determined training objectives.

(3) List the supplies needed for training. Such as white (black) board and white (black) board pen, audio-visual equipment, teaching AIDS and counseling materials needed for skill training.

(4) Determine the training place, the list of participants and the time required for each step of training.

3? Implement training

Senior waiters are the main undertakers of training junior and intermediate waiters. The performance, quality and service quality of junior and intermediate waiters should be improved through training.

In the implementation of training, senior waiters should have the characteristics of training lecturers, the desire to teach, the required training knowledge and the ability to demonstrate and express. There should be a sense of humor in the training to create an atmosphere convenient for junior and intermediate waiters to learn. Be patient and make them feel that training is to help them improve. In addition, the training instructors should make themselves respected by the students, so that the junior and intermediate waiters can concentrate on training.

4? Training evaluation

Before the end of each training, a simple training evaluation form should be issued. Fill in the evaluation form, and you can encourage students to tell the truth by not filling in their names. The evaluation content includes: Does the course achieve the expected goal? Is the course content substantial? Are you satisfied with the teaching method? Is the course content helpful to your work? What are you most interested and least interested in the course? What do you think of the course improvement?

After the evaluation is completed, teachers should carefully analyze the training evaluation results and modify the teaching plan to make the training more effective.

5? Continuous consultation

The basic link of the training process is continuous counseling, including: consolidating the contents learned in the training; Remind junior and intermediate waiters what to do and how to do it. At present, when teaching methods need to be improved, attention should be paid to creating a relaxed atmosphere, the content of counseling should be targeted, the time should be sufficient, the speed should not be too fast, and attention should be paid to the language expression during counseling.

Four, training teachers should have the basic skills.

Training instructors' own skills and knowledge level are directly related to the training quality. In order to achieve the ideal training effect, we must master the different methods and steps of knowledge training and skill training.

1? Carefully prepare the training outline and training plan.

The specific content of the training program and plan should depend on the training purpose and requirements.

2? Get everything ready before training.

The preparatory work includes: ensuring that the training classroom has been arranged according to your requirements; Make sure that all the equipment and teaching AIDS you need are ready; Prepare the reference materials you want to use; Predict the problems that the new waiter may ask; Prepare some questions to find out whether the waiter has mastered the training content; Arrive in the classroom ahead of time and be mentally prepared.

3? Build confidence

Your responsibility is to make the training activities easier, which can make the training more effective and interesting. The waiter wants you to be an expert and responsible, so speak clearly and loudly and give the waiter a confident expression.

4? Encourage participation

People's best learning results come from practice. Training instructors should create conditions to mobilize everyone's enthusiasm for learning in class and encourage everyone to actively participate in training.

In the training class, you can arrange a period of time for the waiter to "practice" and adopt some methods to practice the knowledge learned in the training. In the training class, students should be encouraged to ask questions, with words such as "good question" or "I'm glad you asked such a question". Asking them more questions can help us to know how well the waiters have mastered the training content. We should create such an atmosphere: no matter what the waiter does, he doesn't need to judge right or wrong, so that the waiter can rest assured that he won't be teased and criticized for participating or asking questions.

5? Give feedback

It is very important to give feedback to the waiters, tell them how the skills training is going, and let the waiters know that it is not enough to operate only according to the new skills. They also need to know the evaluation made by the trainer and know what to do to reach the standard. Positive comments will encourage waiters to do better next time.

6? abstract

At the end of each training, summarize and emphasize the training content, summarize the key points, and inform the waiters that they are expected to work according to what they have learned.

Verb (abbreviation of verb) training method

Training method, also known as teaching method, is all the activities that teachers and students adopt to complete training tasks and achieve training goals during training. Including teacher training methods and students' learning methods under the guidance of teachers. The commonly used training methods are as follows.

1. Teaching methods

Lecture method, also known as classroom speech method, is a way for teachers to spread knowledge to students in the form of lectures. This way is based on teachers, which belongs to one-way communication and is suitable for knowledge training. Using this method, we should pay special attention to how to make students have a strong interest in learning and concentrate on their studies. This requires teachers to conduct in-depth research on this subject and understand students' knowledge, interests and experiences.

2. Operational model law

The basic procedure of operation demonstration is: explanation-demonstration-drill, which is mostly used in situational teaching. At the training site, the teacher taught the trainees the operation theory and technical specifications, and performed demonstrations according to the standards and procedures specified in the post. Students immediately follow the drill, and the teacher gives guidance until the students' operation meets the standard. This method enables students to understand and master the main points, learn faster and is more suitable for skill training. For example, the training of operating skills such as room hygiene.

3. Case analysis method

This is a training method for students to analyze, study and put forward their own views on cases that occur at work. It is most suitable for classroom teaching and conference discussion teaching. This method can combine theory with practice closely, and students have full perceptual knowledge. Through case analysis, cultivate students' ability to analyze, judge and solve problems. The case should be typical, practical and interesting. They can be realistic or fictional, and there are often many solutions. Therefore, we should make full use of the form of discussion, speak freely and brainstorm, so as to achieve the purpose of mutual inspiration and increase knowledge.

4. Role-playing method

A training method in which students play various roles in a simulated or real working environment according to actual posts and standards. It is mostly used for simulation training, which is more suitable for programmed and standardized training activities. For example, some students can play the role of "guests" and some students can play the role of "receptionists" in the process of training "front desk check-in process". When the "guests" come to the front desk, the "receptionist" will provide them with services according to the standard room opening process: greeting the guests-selling the rooms to the guests-checking the documents-registering the guests-filling in the welcome card (check-in notice)-confirming the payment method-asking the bellboy to lead the guests to say goodbye-notifying the relevant departments-and sorting out the materials.

Step 5 discuss methods

Discussion method is a practical training method to arouse students to discuss a certain problem in the form of meeting, so as to achieve the teaching purpose. When discussion training is adopted, the teacher who guides the training must be the host of the seminar and plan and control the whole process of the seminar. The effect of discussion training depends on the experience and skills of teachers. Teachers should be good at inspiring students to speak enthusiastically, guiding students' imagination, controlling the discussion atmosphere and not deviating from the theme. By summarizing the discussion opinions, students are gradually guided to have a unified understanding of the discussion results.

6. In-service training methods

Taking work as the classroom is mainly to train the operating skills of waiters. Teachers should be good at using their spare time in off-season and before and after work to guide waiters to carry out various operational skills training in order to meet the requirements of norms.

7. Audio-visual methods

Audio-visual training refers to a training method with various audio-visual teaching equipment as the main training means. It is not only suitable for classroom teaching, but also suitable for situational teaching, conference discussion and other teaching forms. Audio-visual AIDS include televisions, video recorders, tape recorders, projectors, etc. Targeted use of audio-visual teaching AIDS is helpful to make teaching activities vivid, help students deepen their understanding of theoretical knowledge and improve their practical ability.

Evaluation method of intransitive verb training

Training evaluation is a method to check students' learning effect and teachers' teaching level. Training evaluation generally has the following types.

1. written test method (questionnaire method)

A method to measure the training effect according to the test results in the form of closed-book written test. This method is suitable for the determination of students' theoretical knowledge. The test questions of the test paper should be diversified, including multiple-choice questions, true-false questions, fill-in-the-blank questions and short-answer questions, and the difficulty of the proposition should be moderate.

2. Practical test methods

According to the results and operation process, the training effect is evaluated in the form of actual operation. This method is suitable for students to determine the skills of operating norms. Practical test questions should have unified norms and fixed patterns.

3. questioning method (interview method)

Ask relevant questions to the trainees in the form of oral questions, and evaluate the training effect according to the answers.

4. Case test method

Methods to measure the training effect according to the results of students' typical homework.

Step 5 observe

A method to measure the training effect by observing students' performance in practical work.

The evaluation (assessment) of waiter training can be done by one or several methods, and the evaluation results should be fair and reasonable, and the evaluation results should be linked to promotion and salary increase.

The content of the waiter training in the second quarter

A, the waiter's knowledge training

Knowledge training is what waiters must master, which may be common knowledge about rules and regulations, or knowledge about catering, guest rooms and cleaning. The key to knowledge training is memory, and knowledge classes must be taught in a way that can help waiters remember the training content. If the waiter is attentive when listening to the class, then the memory effect of what he says is good. If the content is too much and the arrangement order is chaotic, the training effect will definitely be bad. In addition, it is also a good way to let the waiter participate in the learning process. Knowledge training should be carried out according to the following methods and steps:

1? Set training objectives

The formulation of training objectives should be specific, measurable, achievable and meet the actual needs. For example, "At the end of 1 hour training, employees can list five items about body language standards" or "At the end of 1 hour training, employees can list the names of five cocktails, related base wines and brewing formulas".

2? Course introduction

Tell the waiter what the training course is about, the training objectives and the significance of arranging this content training. For example, "Today we learn the standards of body language together. We believe that it is very important for all waiters to master good body language, because it reflects the quality of all employees. A professional employee with standardized body language will make guests and colleagues feel happy and the waiter's personal work will be better. "

3? content of courses

Control the knowledge points of the main content to be talked about in 3 ~ 5. If there are too many details, the waiter may not remember them. The main contents should be written on the white (black) board for the waiter to record and help him remember.

4? Ask questions or express opinions.

Some knowledge classes are boring, but the potential significance is profound. Instructors should encourage waiters to ask questions or express their opinions. Their participation will help them master knowledge and enliven the classroom atmosphere. In addition, the tutor can also judge how much knowledge the students have absorbed.

5? check against the authoritative text

At the end of the course, the teacher should repeat the key content. The more repetitions, the stronger the students' memory.

6? examination

Whether the trainer's training purpose has been achieved can only be known by passing the exam. At the beginning of training, it is an effective way to attract the attention and interest of waiters by telling them what to assess and what to assess. It should be noted that the assessment can be oral or written; Evaluation can be done at any time, without waiting until the end of the course; Evaluate only the key content; Examination is only to help the waiter remember, not to punish.

7? abstract

Comment on the evaluation results and emphasize the importance of the content. If appropriate, link the content of this lecture with the content to be talked about in the next training, so as to maintain the enthusiasm of the waiters to continue to participate in the training.

Second, the skills training of waiters

It is most effective to train skills in groups by means of teaching, demonstration and practice. In skill training, every waiter should have the opportunity to practice every skill he talks about. Skills training also needs careful preparation.

1? Content introduction

Introduce the general knowledge related to this skill training, such as professional name, equipment functions, program requirements, safety operation knowledge, etc. , specifically explain the purpose of this training, and emphasize the importance and related content.

The instructor should be clear when introducing, don't repeat, and don't jump between contents. At the same time, we should also emphasize learning discipline.

2? Presentation preparation

It is very important to prepare a demonstration with the following characteristics: the content of the demonstration is concise and easy for the waiter to master; Everyone who participates in the training has a chance to succeed; The arrangement of demonstration steps should be logical; Ensure that every waiter can see the demonstration process completely.

3? Demonstration demonstration

Please pay attention to the following points when demonstrating:

(1) Explain slowly while demonstrating. Explain step by step and say why.

(2) The lecturer is allowed to ask questions during the presentation, but the questions should be related to the presentation.

(3) Avoid using overly sensitive comments, such as: "This is too easy, you are a fool if you don't do it well." "Nothing, just watch it again!" These words are detrimental to the image of the instructor among the waiters.

4? Accompanying practice

(1) Carefully select a few more confident waiters and let them operate. Try to avoid making them feel unable to complete the procedure and lose their self-esteem.

(2) Let the waiters who participate in the practice explain the steps they have taken while doing it.

(3) At the end of practical activities, instruct teachers to make objective evaluation.

(4) If a waiter has a slight obstacle in practice, he can ask another skilled waiter for help, and the trainer should try to avoid direct help.

(5) Don't try to avoid mistakes made in practice, they will learn better things from them.

Third, the daily training of waiters.

1. When entering the building

Preparation and mental state before going to work are very important for a day's work. Therefore, you'd better punch in/sign in 5- 10 minutes in advance, and leave 10 minutes to make the following preparations: change clothes, arrange hair, check whether the employee's badge is correct, whether the clothes and hats are suitable, whether the nails have been repaired, whether the shoes are shiny, smile in front of the mirror after everything is finished, and then go to work easily.

2. When entering the post

When entering the job, take the initiative to greet superiors and colleagues. Then check whether the equipment in the working environment works normally, whether the power switch is turned on, whether the lights are on, whether the wallpaper is wrinkled or damaged, check the duty log of the previous shift, make a good handover with the staff of the previous shift, write down the main points, and then consider what important work is and how to deal with it. Managers above the foreman must hold a pre-shift meeting to check the gfd of their subordinates: hair, badges and clothing. Simply arrange a day's work in 5 minutes, and then arrange subordinates to enter the post quickly.

3. When greeting guests.

Say hello when you meet a guest or colleague. Smile when you say hello, your hands are naturally vertical and your voice is soft. Note that when greeting guests, don't get too close or too far away. It is advisable to take three steps.

4. When meeting guests or superiors

When you meet a guest or superior while walking, you should take the initiative to say hello, pause for a moment, give way sideways, stand at attention and wait for the guest or superior to pass by. Be careful, don't rush, parallel, walk, and don't pretend not to see you walk.

5. At work

Working eight hours a day is the golden time for you to display your talents and wisdom, and it is also the time to test your character and professional ethics. Must achieve "five noes"; No personal phone calls, no chatting together, no personal affairs, no arbitrary changes in work rules, and no arbitrary departure.

6. Facing the guest's inquiry

When a guest makes a request or complaint to the waiter, he must never say "no", "don't understand", "don't know" or "it's not my business", but should implement a "one-time approach", that is, the guest's problems should be solved here at once, and he must never shirk it on the grounds that it is not his own department. In case of something that you can't solve, please politely ask the guest to wait a moment and ask the superior or the manager on duty immediately so as to give the guest a satisfactory answer.

7. When you get the call.

When you receive a phone call (the phone should not ring more than three times, you must answer it), first say hello and say your name: "Hello! Department XXX of XXX Hotel ". Then listen carefully to the other party's phone content and ask for the other party's consent, especially if there are numbers, such as company name, room number and company phone number, be sure to repeat them.

When the other person has finished speaking, you can ask "anything else?" The other party says there is nothing else. You can say "Don't worry, I will do it well". When the other person says "thank you", you should reply "You're welcome, this is what I should do". Say goodbye at last.

8. When the other party dials the wrong number.

If the other party dialed the wrong number, for example, calling the sales department of the engineering department, you should politely say "Sorry, this is the sales department, and the number of the engineering department is …", and never say "Wrong number, this is not the engineering department" and then hang up with a bang.

9. When the other party needs to leave a message.

If the other party is looking for a colleague in your department and he is not in, you should politely say, "Sorry, XXX is not in, can you leave a message?" When the other party agrees to leave a message, you should immediately take out a pen and paper and listen carefully and record it. After the other person has finished speaking, you should repeat it and let the other person confirm it. Then you should ask further, "Is there anything else to leave a message?" After the other person says "no" and says goodbye, you can say "I will give it to you, please rest assured, goodbye." Never simply say "XX is not in, please call back later".

If the other person doesn't want to leave a message, you can seriously say, "Can you tell me your phone number? I'll ask him to call you back when he comes back. " Don't go looking for trouble and ask, "Who are you? What happened? What is your relationship with him? " Don't simply say "I don't know where he has gone, and when he may come back".

10. When preparing for work

You can't get ready for work until you have worked for eight hours.

(1) Fill in the log.

(2) Do a good job of handover with the next shift, especially don't forget to introduce important matters to the next shift.

(3) Put away the tools or stationery on the workbench, put them in order, lock the drawer for personal use, and turn off the computer or power supply.

(4) Check the possibility of ash reburning in the wastebasket. Go to the locker room to change clothes and punch in before you go out. Clock-in time should be 10 minutes after work. If you punch in on time, it means you haven't been to work for eight hours, or you haven't finished your work well.

Note: You are not allowed to return to the building after punching out the building. You are not allowed to wear casual clothes to go back to work or wander around other places in the building, and you are not allowed to go to the reception area in the building, such as lobby, lobby and private room.

1 1. When a superior assigns work to a subordinate,

When assigning work to subordinates, superiors must achieve "four clearness":

(1) Clear goal: subordinates know what the work purpose is;

(2) clear procedures: subordinates know how to do it;

(3) The result is clear: you can't just arrange without checking, and the superior must check the result to let the subordinate know whether the task is completed or not and whether the superior is satisfied;

(4) Clear rewards and punishments: let subordinates know how to reward for completing tasks and how to punish if they fail to complete them.

12. When subordinates accept tasks from superiors,

When accepting instructions from the superior, the subordinate should stand vertically on the left or right front side three steps away from the superior, with focused eyes and careful listening. You'd better take out a notebook and write down the main points. Never look around, show indifference, put your hands in your pockets, and don't bend over and shake your legs, let alone sit cross-legged. For example, the lower level is not clear about the instructions of the higher level. After the arrangement of the superior is completed, you should seriously ask, "Is there anything you don't understand, can you ask?" After the other party agrees, ask questions and finally repeat the main points of the task. You can only leave after the superior agrees to leave.

Note: A subordinate should never say "no", "no", "no", "I can't do it", "I didn't do it", "I'm not responsible" or "I can do it after doing it" to his superiors.

13. When subordinates report to their superiors,

The report of subordinates to superiors should be concise and accurate, and it is best to report according to the main points of "five W's":

When was it finished?

Where: Where was it made?

What: What did you do?

Who: Who did it?

What's the result?

Note: report the process as little as possible, and don't exaggerate or exaggerate how difficult it is to complete this task, so that the superior can understand the result.

14. When accepting building safety management

(1) The personnel on duty in the building must consciously obey the safety management measures implemented by the security guards in accordance with the regulations and actively cooperate.

(2) Attendants must use the designated employee passage to and from work, and the working hours must be strictly in accordance with the route specified by the department.

(3) The waiter should take the initiative to open the package for inspection when punching in and out. When carrying things out of the building, you should show the doorman the "Exit Form" uniformly printed by the Security Department and signed by the manager of this department before you can pass.

(4) The personnel on duty shall strictly abide by the employee code in all activities in the building, and the security personnel shall have the right to correct all kinds of illegal behaviors of employees within the scope of their posts.

(5) The waiter's bicycle should be parked in accordance with the regulations, and it is not allowed to stop and put it anywhere.

(6) All items found lost by others shall be turned over, and no one shall dispose of them without authorization, and it is forbidden to take them away without authorization.

Fourth, the new employee job training

The induction training for new employees should be undertaken by the Human Resources Department or the Training Department. Managers should understand the necessary related contents of induction training, communicate with trainers in time, improve the induction training contents and ensure the training quality.

Attendants should receive no less than three days of training before taking up their posts, and the training contents should include:

1? greeting

The general manager should personally give a welcome speech to the new waiter, welcome the arrival of the new waiter, and encourage the new waiter to behave well in his future work.

The supervisors and managers of all departments should also briefly introduce the basic situation of their own departments to the new waiters, so that the new employees can know the senior managers and realize the importance attached to them by the new collective.

2? History, Tradition and Basic Policies of Department Development

This part of the explanation is to help the new waiters build a sense of belonging to the team and let them know what they want to do. The description of the basic policy can achieve the purpose of informing the new waiter of the business philosophy and values of the department.

3? Introduce the organizational structure and basic functions of each department.

Introduce the overall organizational form, department name, responsible person, work content and working procedure.

4? Product knowledge and business information training

New waiters must master product knowledge and business information. Product knowledge should include relevant information of various business departments in order to answer guests, such as name, geographical location, business hours, business projects, characteristics, etc. This part of the training content should require new waiters to master it before taking up their posts.

5? Rules and regulations such as "waiter code" training.

The waiter code is regarded as the "red furnace policy". If the waiter does not violate the relevant punishment regulations, he will naturally not be punished, but if he violates the regulations, he will be criticized and warned. Therefore, the rules and regulations such as the "Code for Waiters" are the contents that must be trained. It is necessary to explain carefully and use case teaching to make new employees pay attention to the study of rules and regulations such as waiter code.

6? Training of instrument and code of conduct

Give the new waiters the relevant standards of appearance and manners, explain them one by one, demonstrate teaching, and help the new waiters develop good professional manners.

In addition, the induction training of new waiters should also include training in fire safety, labor contract, salary system and social insurance.