Trainers prepare training (washing dishes, cashier service, seating) 1, gfd, training manual (yellow book), menu, and prepare all gadgets. 2. Introduce yourself first (Hello, I'm the trainer of AEON Pizza Hut, and I'm glad to give you training. The workstation we are training today is the workstation. Please introduce yourself to all new employees and get to know each other. Prepare notebooks and pens for formal training. 1. Service behaviors that are not allowed in the food delivery and cleaning workstations. 1. Don't scribble on the tray. 2. Don't play with the tray as a turntable. 3. Don't shake the tray by hand. 4. When using a large tray, it is not allowed to wait for more products after putting four products (such as two soups and two fried noodles). 5. When cleaning tools are not used. It should be placed in the workshop or designated place and kept clean. 6. It is forbidden to put chemicals into food containers such as cups or bowls when cleaning. 7. Don't mop the floor without putting floor strips to remind customers to be careful. 8. Guests are not allowed to mop the floor when passing by. Be rude to customers. 9. When cleaning the bathroom, don't chat with other waiters. 10. Empty glasses are not allowed to be stacked. 1 1. Plates, bowls, coffee cups and baking trays are not allowed to be put together. 12. Knives, forks and straws are not allowed in the glass. Ice cream cups are not allowed on the glass. Don't be rude when meeting customers 14, don't say hello when meeting customers 15, don't put the tray on the guest's dining table 16, don't hold the product above the customer's head when serving guests 17, and don't hold the glass mouth when serving drinks. Avoid putting your fingers on the plate 18, don't accept the plate 19 on the guest's table without asking the guest's opinion, and don't let the sauce drip all the way to the ground during transportation. 20. After the guests have finished eating, they should handle the tableware with care. Train food distribution workstations. Responsibilities: Ensure the timely delivery of products, ensure the correctness of food delivery and serving, ensure the timely recycling of dirty tableware, and keep the service area and bathroom clean. 1, introducing menu knowledge (knowing menu)-mnemonic method: explain each product page by page, including product name, quantity, color, whether it can be eaten, fried, roasted, fried and fried by Muslims. The number is five. The name is only five words, tender beef crispy roll. The number is five. Say five words. Product service order and service time Product service order: beverage-soup-salad-dim sum-staple food (pizza-noodles-rice-steak)-dessert product service time: Product service time refers to the time from the time when the customer orders the hot and cold drinks to the time when the products are delivered to the guest's table. Soup (3 minutes) (pastry soup 12 points because of the exam) coffee (including cold and hot) is a snack with 5 points of smoothies and 8 points of deep frying. All salads are baked for 9 minutes 12 minutes for pasta, rice (fried) 12 minutes for staple food (pizza-noodles-rice-baked) 17.5 minutes (take-out for 20-25 minutes) 4. Acts that are not allowed to occur when passing food (see above) 5. Use the tray first. There is a small gap between the palm of your hand and the tray to control and keep the weight close to your body to keep the balance when passing vegetables, and less than one person holds the cup to keep the balance when passing drinks. (On-site demonstration for employees) Trays are only allowed to be placed on tables without guests. 6. Special dishes need to be reminded to be hot, such as 1, all baking pans, snail bowls and baked snacks. 4. Hot drinks, soups and desserts. 6. Do you have any special products that need to be said when passing the dishes (such as vanilla anchovies-lemon will taste better when squeezed on shrimp, ice cream black angel-be careful when inserting straws, products with labels should remind guests to be careful when sticking their mouths, snails-bread and butter will taste better). 7. How to serve? Then say' Excuse me' softly, put the food on the guest's table, give the product name, and then say' Please enjoy your meal'. If the food has been served, say' Hello, your food has been served, please enjoy it'. Then take out a few sheets of paper, cross out the products that have been served, and write down the time. (On-site demonstration for staff) 8. Empty the tableware. When the food delivery staff delivers food to the guest's table or passes by and sees empty tableware, they must empty the tableware as soon as possible. Before emptying the tableware, be sure to ask the guest in advance,' Excuse me, do you still need empty tableware? If you don't need it, I'll help you delete it. Wait for the guest's permission before you take away the empty tableware. 9. How to collect the table and prepare the dining table When the guest is eating, he goes up to the guest and asks,' Excuse me, do you still need these empty tableware? If you don't need them, I'll help you remove them. Wait for the guest's permission before taking away the remaining empty tableware on the table. If you see unfinished food on the guest's plate, ask the guest if he needs to pack it. Hello, do you need to pack these for you? (Demonstrate to the staff on the spot) When the guests check out, thank them for coming (thank you for coming, please take care and welcome to visit next time), and then pay attention to the fact that the cups cannot be stacked when closing the table. Don't put your finger into the cup mouth, take two or more cups at a time (it will be very bad for the guests) (give a demonstration to the employees on the spot). First, look at the stool on the sofa on the ground on the table for food residue or oil and water stains, and wipe the table with a green cloth. The sofa needs to be wiped with a blue cloth. Second, look at the dirty ground. You can sweep with a broom and then wipe with a mop. Third, clean up the table, floor and sofa. You can prepare the tableware. Method: If there is parity, you need to ask the usher for the parity of the next table. According to the number of guests, prepare the corresponding number of tableware sets. If there are two people, prepare two sets of tableware (including two pairs of knives and forks). Two napkins and two plates-need to be taken from the service cabinet). If there are no equal places, a small table for two people will be equipped with two sets of tableware. Table for four with four sets of tableware. The big round table is equipped with 5 sets of tableware. (When placing tableware, check whether the plates are clean and undamaged, whether the knives and forks are clean and free from water stains, and whether the napkins are wrinkled before preparing the dining table. ) The bottom edge of the dinner plate and napkin is 2.5 cm away from the desktop, and the distance between the dinner plate and napkin is 2.5 cm (for employees to demonstrate on the spot). Fourth, the table card is placed in the middle of the table, and the table card is divided into three sides. 1, afternoon tea, 2, business package, 3, introduction of birthday party activities/20% discount for students/introduction of new products. Put different noodles in different time periods (show them to employees on the spot), such as: 10: 30- 2: 00 in the morning, afternoon tea at 2:00- 5:00, birthday party at 5:00-8:00, 20% discount for students, and new products. From 8: 00 p.m. to 10:30 p.m., the business closes, and sometimes there is a card jump above the desk card (mainly introducing the products promoted or newly launched at that time). When preparing the table, you need to see if the table card and the jump card are intact. If there is any missing card or afternoon tea, you need to inform the manager on duty at the first time to make it up. Fifth, check whether there is a single paper clip on the side of the table near the aisle. Do you know whether there is enough paper on the paper clip (usually about 7- 10) (demonstrate to employees on the spot) 6. Check whether the desk and chair are stable. If the desk is unstable, adjust the four legs under the desk (the legs of the desk can rotate-demonstrate to employees on the spot) 10, and how to connect the elevators on the first floor (demonstrate to employees on the spot)/kloc-0. On the left is the life ladder (for dirty tableware), and on the right is the cooked ladder (for cooked products). 3. When the elevator on the first floor rings and the indicator light shows 1 floor, the door of elevator 12 can be opened. 4. After receiving the product in the elevator, close the inner door first, and then close the outer door. Then press button 2. 5 keep the elevator clean at all times. 6. Take out the products and electronic products when you get on the elevator. 1 1. How to pack takeout food on the first floor (show it to employees on the spot). Take-away hot and cold products need to be packed with 2-inch and 6-inch pizzas, tin cartons (snacks, noodles, rice), soup and drinks respectively. 10 inch, 12 inch in use, 4 inch, 13 inch in use, 5 inch, 9 inch, 10 inch large, with 2-3 bags of ketchup, 2 napkins, 2 forks, 6 inch, 12 inch. All drinks are equipped with straws (there are 2 different straws according to the product). 8. Both soup and rice are served with takeaway spoons. 9. When the guest orders 12 inch pizza, flour, rice and soup at the same time. First, put the 12 inch pizza in the middle, and then put the noodles, rice and Tang Shunli on the 12 inch pizza (this will be much smoother than packaging alone, and it is not easy to spill) 10. If there are a lot of takeout at the same time when the meal is coming, you can prepare the corresponding plastic tape, napkin, tableware and ketchup in advance according to the size of the pizza. Guests can pack the leftover food in 1, 9-inch and 10-inch pizzas, pack 2, 9-inch and 10-inch pizzas in 6-inch boxes (small P boxes), and pack 3, 12-inch pizzas in 9-inch boxes. 13 inch pizza with less than 3 teeth is packed in a 9 inch box; 4. 12 inch and 13 inch pizzas with more than three teeth are packed in 12 inch boxes; 5. All the snacks that the guests have not used up are packed in paper bags; 6. If the whole product has not been touched, pack it in a tin box; 7. Drinks are packaged in takeaway paper cups; 8. Rice, noodles and desserts are packed in tin cartons 12. How to answer the phone (live demonstration for employees) First of all, you need to answer the phone within three rings, pick up the phone and say' Happy holidays/good morning (good noon, good afternoon and good evening)'. Pizza Hut Happy Restaurant on Space Bridge is happy to serve you during festivals, and then listen to guests' needs and pay attention to using polite expressions, such as ordering takeout. You need to take a few sheets of paper to record the products ordered by the guests, then repeat the order, write down the phone number and name of the guests, and ask the guests if there are any other discounts. If there are any discount coupons, you can help the guests place an order first, and then ask the guests to remember to bring the printed discount coupons when they come to pick up the takeaway. Take-away products are not recommended: usually when taking out. 1. All desserts with ice cream are easy to make. The copied products are all mud (such as mashed potatoes) 13. Gadgets and condiments in the delivery area and service cabinets should be replenished during non-meal hours. During non-meals, add corresponding gadgets and condiments (such as hot drinks). When the dessert spoon is not enough. Should go to the dishwashing room to make up) 14. How to pass the dishes First of all, the delivery man plays an important role in the actor's inspection of the product quality, because when the product is made, the delivery man is the first to get the product and then pass it on to the guests, so the inspection is very important. Put the prepared products in the infield at the food delivery port, and we need to deliver them to the guest's table as soon as possible (the exact time needs to be delivered to the guest's table within one minute after the infield gives us the products) 1. After seeing the product, you must check it with the name on the list before delivering the food (especially: sometimes the list indicates that drinks are without ice, and ice is rarely added, or pizza does not need green peppers or pineapples. It must be checked before it can be passed on to the guests. If the product name is found to be inconsistent with the product at that time, it is necessary to inform the manager on duty, the team leader in the infield or the area as soon as possible-the wrong product cannot be loaded) (give a demonstration to employees on the spot) 2. After the list name and product are confirmed, see if the quantity is the same. For example, two chicken wings are written on the same list. Let's see if it's two copies. Or there are vanilla anchovies on the list, you need to see if there are five shrimps on the plate, only with thousand island sauce and lemon wedge. Only when the quantity is right can we serve the guests (give a demonstration to the employees on the spot) 3. When there are many products such as drinks, soups, snacks, pizzas, etc. At the food delivery. Try easy products such as ice cream first. Then pass the beverage-soup-snack (fried, baked) staple food. When there are two or more products in the food aisle, we should check the list first. If the two products are the same, we can send them together. This can save the waiting time of guests and make time for delivering the next table of products. If there are products on the same plate or near the table, we can also pass them together, for example, there are 1 chicken wings. We can transmit channel 2 sand ice together, first to 1 and then to channel 2. Then go to 1, and then go to 2 (live demonstration for employees). 5. All products with accessories must bring trays. For example, drinks, all desserts and drinks can only be used in the lower part of the cup, and never use the upper part of the cup-it will make the guests feel very bad (give a demonstration to the employees on the spot). 6. According to the dishes of the corresponding objects on different products. 7. Put all the snacks on the plate when serving, and be careful that they slide down easily. Be slow and careful when handing the dishes. 8. If there is sauce in the product, it is not allowed to put the plate stained with sauce on the product plate. (There will be cross contamination) 9. In the process of delivering food, the tray is not allowed to be placed on the dining table with guests. You can put it in the service cabinet at the food delivery port. 10. Customers should be polite when they meet guests in the process of delivering vegetables. If you need to remind the surrounding guests to be careful of hot products when passing through crowded places, please stay away. When you meet children and old people, you should slow down because children and old people walk slowly. Pay attention to keep a certain distance from the guests in front when passing food. Because when a guest suddenly stops or turns around, it is easy to knock over the product in your hand. If there is water stain on the ground, be careful not to slip. (Show employees on site) 1 1. If more products are served on the guest table during the food delivery, you can ask other waiters to help put the products on the guest table one by one (show them to employees on the spot). Clean up the workstation training 1. The understanding and use of rags and mops can be divided into three types: 1, and the green edge: used to wipe all. The dining room has outdoor glass doors with regional decorations and black tables. ) 3. Gray-edged mops (such as mirrors, toilets, countertops, etc. ) is divided into three types: 1, and the red handle is used to wipe all the outdoor ground and the peripheral steps of the lounge; 2. Blue handle: used to wipe all infield production floors (it needs to be distinguished because it is oily)-exception: inside the first floor. Because the infield on the first floor is not a production area. 3. Gray handle: All rags used to wipe the bathroom are dirty and need to be cleaned separately. 2. How to mop the floor in an S-shape, the area should not be too big, just shoulder width. 3. When mopping the floor, be sure to put a card with a small heart sliding. When a guest passes by, be sure to remind the guest that the mop should not be too wet when sliding and mopping the floor carefully. When mopping the floor, you can take something to fan it, which can speed up the drying. During non-meal time, you need to clean and mop the whole floor. During meals, you can mop the floor when it is dirty. 4. Cleaning inspection of the toilet: If any fault is found, inform the manager on duty 1 in time, and check whether the nozzle, lighting lamp, hand dryer, toilet and faucet work normally. 2. Check that there is no smell in the bathroom. 3. Keep sufficient toilet paper and hand sanitizer. 4. You can put some fragrant balls in the urinal in the men's toilet to remove the odor. The bathroom is clean when eating: 1. Keep mirrors, countertops, floors and hand dryers clean and free of water stains at all times. 2. Keep the toilet open and pump water at any time. It's no use cleaning the wastebasket. 3. Keep sufficient toilet paper and hand sanitizer. Clean the bathroom during non-meal time: 1. Clean with detergent and toilet towel (gray). 2. Wipe the faucet with a dry towel to keep it clean and bright. Pay attention to 1. When cleaning the bathroom, there should be a sign at the door to remind you. 2. When cleaning the equipment, if a guest wants to use it, give priority to the guest. Before cleaning, before cleaning, they will wash their hands after cleaning. 4. The bathroom door should be kept closed at any time (otherwise customers will feel bad if they eat directly). Any employee who sees water stains on the countertop in the bathroom should wipe it clean immediately. 5. Place BS and cups and baskets (show them to employees on site). All the collected dirty tableware should be put into the BS box in sequence (the BS box is located in the infield on the first floor, and the service cabinet next to the food delivery opening on the second floor). You can't put it around.168661172. All bamboo sticks should be stored separately. All dirty knives and forks should be put in the knife and fork box. 4. A cup can only be placed in one grid of the cup basket. 5. A pot of drinks should be put in a cup basket alone. 6. All cups should be emptied before they are put into the paper basket. Pipes or spoons are not allowed in all cups except those with sand and ice, or those with particles in the water that cannot be poured. Knife and fork are in the cup basket. 6. Clean up the impermissible behaviors (see above). 2. Service behaviors that are not allowed by the service workstation serving the cashier workstation. 1. It is not allowed to put the ordering paper clip on the customer's desktop or take it on the dining table to order food. 2. Don't lean on the customer's table or chair. 3. When ordering food for customers, it is not allowed to use promotional words mechanically. 4. Don't let customers feel forced to sell. When ordering food repeatedly, you are not allowed to speak too fast and not make it clear to the customer. 6. It is not allowed to actively recommend products to customers. 7. After adding an order, it is not allowed to reprint the document. 8. It is not allowed to rudely put the order paper clip under the table. 9. Don't be impatient or make customers feel urged. 6. When ordering food for customers, you are not allowed to look around. The eyes are not focused on the customer who is ordering food at the moment. 1 1, the same promotion term is not allowed to be repeated many times. It is not allowed to tap the POS screen or click on POS 13 with other sharp objects. It is not allowed for service personnel to stand still in a certain place, and there is no communication between service personnel in the same area. For example, you are not allowed to leave the service area without good communication. 15, and service personnel in the same area are not allowed to do the same thing at the same time, for example, they are not allowed to input POS machines. 16, don't disturb customers too much, don't put trays on tables with guests 18, and when customers have products in their cups and plates. Empty tableware is not allowed (unless requested by guests) 19. Carefully put anything into the service cabinet. It is not allowed to throw things on the service counter at will. 20. During checkout and change, checkout folder 2 1 is not allowed. It is not allowed to leave change on the guest's desk at will. 22. It is not allowed to open the cashier drawer without closing or withdrawing large bills. It is not allowed to open the cashier drawer for a long time when checking out. 24. The service cashier shall not take away the key of the cashier drawer without authorization. The money in the cashier's drawer is not allowed to be used for other purposes. 26. Except the manager on duty, you are not allowed to exchange change with others without permission. 27. The service cashier can only use his own password for cashier, and cannot use other people's passwords for operation. Or tell others your password to operate by yourself. 28. It is not allowed to start the training of sorting service workstations without seeing customers leave the table. 1, learn about the afternoon tea package menu and explain the start and end time in detail (give a demonstration to employees on the spot) 2. Understand the order. First, write down the number and table number of Taide guests on the order form. Write down the product name and quantity. Write down whether dessert is served together or after dinner. Write down the products and requirements with special requirements (such as pizza without green peppers, etc.). ) .3. Order food in advance when eating. When the meal is coming, we have to make an order in advance, which means that there are more new guests sitting at once, or there are fewer waiters, or many guests don't order. We need to go forward and ask the guests if they need to order, which can disperse the demand for ordering: after the newly seated guests sit down, we need to ask the guests if they need to order within one minute. 4. How to order food-when ordering food, you should have gestures to guide you, introduce the menu with four fingers together, and don't show a product to the guests with your index finger alone. 5. How to promote sales-we can promote the whole meal for our guests when they order-and increase the turnover. If the guests only order pizza, we will provide snacks, drinks and so on. For example, the products ordered by the guests are similar to the set meal or business set meal, so we can introduce the set meal to the guests as a business set meal when they order drinks and snacks. We can offer afternoon tea at the corresponding time. 6. How to lose the bill-what to pay attention to when losing the bill (give a demonstration to employees on the spot). Pay attention to afternoon tea, business package, package, iced drinks, instant dessert, pizza double spelling, pizza size, and how to lose the order. 7. Pay attention to service time-when the guests need it, order dessert for them, and pay attention to service time. Inform the manager on duty as soon as you see the product. 8. Muslims can't eat 1, all spicy Muslims can't eat 1, all sausages, basil sausages, Italian sausages, etc. They are all made of pork. 2. Bacon 3, pork 4, ham. Products marked with pepper on all menus. 9. recycle empty tableware. Guests should always pay attention to empty tableware when serving. Remove 10 tableware in time when it is available, and reply to the customer in time-ok, when the customer calls the waiter immediately, our answer should be. Ok, right away 1 1. Three sentences: Hello, here is your change, memo (and invoice). Thank you for coming. Welcome to visit next time 12. How to check out-get the check folder. When the guest checks out, we need to check the order with the computer. In the case of the same amount, we can check out and ask the guest whether to pay by credit card or cash, and receive money directly in cash, ask the guest if he has change, and ask the guest if he has a password if he swipes the card. If they don't have a password, they can swipe their cards with a mobile POS machine. How to swipe the card (on-site demonstration for employees) and then come out in two links. The first is the merchant link, which allows them to ask the guests if they need to invoice and invoice directly on the first floor. If they are on the second floor, they need to write the name of the invoice at the back of the memo or order, so that they can invoice directly at the door when they leave. Save time. 13. How to invoice (on-site demonstration for employees) Pay attention to check whether the invoice number is consistent with the printed invoice number after invoicing. 14. When there are more than two checkout attendants during the peak period, the checkout should be handed over to the cashier. Avoid the phenomenon that more than two people are waiting for checkout at the same time. 15. Offer water. When the guests are seated, we need to provide them with water (seasonal changes provide cold). Hot water) cashier workstation training (on-site demonstration to employees) 1, how to settle accounts-(credit card and cash) explain the actual operation (on-site demonstration to employees) 2, the distinction between ordinary documents and special documents (including 20% discount and 10% discount, as well as all coupons, printed version, in-store distribution 1, special documents: all coupons, version) guests. 3. How to sign all printed copies and in-store distribution copies when using all discounts? After using the lost form, the guest needs to tear off the lower right corner of the discount form and put it in the order folder together with the printed water bill, and the "discount stamp" needs to be signed above the water bill. 20% and 10% discount cashier signature. Write the four-party signature of all the paper versions in the store, including the manager, cashier, guests and waiters (giving demonstrations to employees on the spot). How to write small homework (20% off all homework, write 1, number of pens/money saved 2, number of people/money spent by guests) 5. How to write a cash delivery letter 1, Pbj0762, the date of the day is 3, and the space bridge restaurant is 4. 8058122784080920015, Beijing Pizza Hut Pizza Co., Ltd. 6. Operating expenses 7, ￥ 10000' 8, 1, 2, 3, 4, 5, 7, 8, 9, connection,-Fill in 9 (on-site demonstration for employees) 10, and write your own name in whole words, whole handfuls and odd sheets. 6. The checkout time cannot exceed 3 minutes. Receptionist is not allowed to stand on the desk without expression. Receptionist is not allowed to communicate with customers. The customer's waiting time is not allowed. 5. Attitude does not allow indifference. Don't respond positively to customers' needs. 6. Don't bring customers to the unclean table. 7. Don't follow the customer when sitting. Eight points ahead. Don't put the menu directly on the plate. When putting the menu on the table, throwing action is not allowed 10. When collecting extra tableware, it is not allowed to collect tableware in front of guests 1 1. It is not allowed to stand in the position where the guests will be seated to arrange the tableware, which will affect the seating of the customers 12. If there is a waiter at the door, it is not allowed to train the seated workstation without sliding the door for the customer. Sitting workstations are used to greet guests and arrange comfortable seats. After the customer has finished eating, send the guest out of the restaurant, thank the guest for coming to eat, and arrange the customer to wait in line. A seat attendant who receives take-away customers is the first impression of customers when they enter the restaurant, and it is also beneficial to arrange the seats reasonably.