first, the entrance examination

all the service personnel who enter the hotel should accept the examination organized by the hotel.

Main assessment items (scoring and evaluation required):

1. Write 1 resumes and brief introduction of family status (archiving)

2. What work abilities do you think you have and what job you are best suited for?

3. Do you think the service such as dried vegetables and water delivery can achieve results?

4. what basic conditions do you think a good hotel should have?

5. what basic qualities do you think a good waiter should have?

6. what do you think is the most important thing to get along with others?

7. what do you think are the basic service procedures from the time customers enter the store to the time they leave?

8. Do you know the most famous cuisines in China?

9. what do you think are the main features of Sichuan cuisine?

11. When you have conflicts with hotel leaders and colleagues, what do you think should be done or expressed?

11. what should you do when you are dissatisfied with the work assigned by the leader or think it is not suitable for you?

12. What do you think should be done to treat customers?

13. Who do you think is the first and who is the second among hotel interests, customer interests and personal interests?

14. what should the guests do when they are not satisfied with the service and food?

15. What do you think is the main reason for a person to become rich or promising?

16. Please set a dining table for five.

assessment requirements: ① assess the assessment results; (2) Determine training objectives according to weaknesses; (3) understand the future of training and the use of posts.

second, the training of catering service knowledge

L. memorize the employee rules and take the exam after reciting them; 2. memorize the duties of the waiter and recite the exam; 3. Memorize the lobby service management system; 4. Memorize employee attendance rules; 5. Be familiar with the general procedures of hospitality; 6. Be familiar with the preparations for hospitality; 7. Familiar with the reception specifications of the banquet; 8. Familiar with the basic knowledge of Sichuan cuisine; 9. Familiarize yourself with the recipes, drinks and the characteristics of the main famous dishes in this hotel; 11. Be familiar with the consumer psychology of customers.

Training requirements: (1) Learn by heart before taking the exam; (2) The above items, one by one, study the exam one by one; (3) Explain before learning, and the knowledge of Sichuan cuisine is taught by the chef; (4) the assessment should be scored.

Third, language behavior training

1. Learn to memorize civilized expressions for hospitality; 2. Learn how to ask customers; 3. Learn how to introduce yourself; 4. Learn how to introduce and recommend this hotel; 5. Learn how to make suggestions and self-criticism to customers and leaders; 6. Learn to speak Mandarin and master the art of language; 7. Learn how the hotel answers the phone; 8. Learn about beauty and dressing; 9. Learn facial expressions and expressions; 11. Learn how to stand, walk and stare; Ll. Learn to sing and dance in general occasions; 12. Learn to communicate with customers and colleagues.

training requirements: (1) demonstration while learning; (2) after the exam; (3) It is not required to be complete, but you should be familiar with the main points.

Fourth, service skill training

1. How to greet guests? 2. How to guide the guests to their positions? 3. How to make tea for guests? 4. How to order food, side dishes, fill in recipes and deliver them in time; 5. How to pass dishes and serve them? 6. How to drink for guests, 7. How to set the table, fold flowers and arrange the dining environment? 8. How to prepare dishes, tableware and countertops during the customer's meal? 9. How to divide the dishes for the guests? 11. How to remove and change dishes for guests? 11. How to deal with the problems in food quality and service quality? 12. How to withdraw from Taiwan? 13. How to settle the account? 14. How to turn on a song for a guest? 15. How to send the guests off?

training requirements: (1) each item should be explained by a special person; (2) the waiter takes records; (3) Explanators make demonstrations; (4) Exercise according to the main points.

5. Managing public relations training

1. How to introduce yourself skillfully to the guests? 2. How to briefly introduce the origin and characteristics of this hotel to the guests? 3. How to recommend the hotel's famous dishes and drinks to customers according to their consumption requirements? 4. How to introduce the benefits of this hotel to customers by comparing with other hotels around? 5. How to flexibly arrange the dining position for customers? 6. How to talk to customers according to their needs and dining atmosphere? 7. How to order food for customers and determine the consumption standard? 8. How to keep in touch with customers after eating and keep close relationship with customers? 9. How to deal with customers' dissatisfaction with the quality of food service? 11. How to deal with customers' improper demands?

training requirements: the same as the fourth part.

VI. Health and epidemic prevention and fire safety knowledge

1. Learn how to maintain personal hygiene and develop good hygiene habits; 2. Learn to master food hygiene requirements and systems; 3. Learn the knowledge and methods of tableware hygiene maintenance; 4. Learn the knowledge of cleaning and maintaining the dining environment; 5. Learn the knowledge of safe electricity use and troubleshooting methods; 6. Learn to use fire safely, fire prevention knowledge and treatment methods; 7. Learn the knowledge of safety protection when going out; 8. Learn the safety knowledge of dealing with all kinds of people in society.

training requirements: (1) familiar with the basic system; (2) Know how to handle and identify; (3) Explain and demonstrate.

VII. Service case analysis and operation training

1. What should I do if I write the wrong menu or send the wrong food? 2. What if the guest ordered the food according to the menu and the kitchen didn't? 3. What should the guest do after eating foreign objects such as hooks, glass slag, mosquitoes and flies in the dish? 4. What should I do if I accidentally make oil, water, tea, drinks, etc. dirty the guest's clothes? 5. What should the guests do when they are not satisfied with the quality of the food? 6. What if the guest complains about the untimely service and the untimely serving? 7. What should I do if the guest wants to go into the private room and the consumption standard is not enough? 8. What should I do if the guest refuses to pay because he is dissatisfied with the food, drinks and service? What should I do if the guest misbehaves or even destroys the hotel's catering and entertainment equipment because of drunkenness? 11. What should the guests do if they think the cigarettes, drinks and drinks provided by the hotel are fake and shoddy products? 11. What should a guest do if he accidentally breaks the dining utensils, entertainment utensils or furniture of the hotel? 12. What should the guests do when they have deviant behavior or indiscreet movements and language to the hotel service personnel? 13. What should the guests do when they ask the hotel for a gift after consumption and the hotel doesn't have it? 14. What should I do if the guest spends too much time and has exceeded the off-duty time, even affecting the preparation of the next meal? 15. What should a guest do if he accidentally loses his personal belongings and can't find them? 16. What should I do if the guest spends a small amount and asks for a discount? 17. What should the guests do if they ask to sing songs themselves but don't want to pay for them? 18. What should I do when a guest falls, cuts or burns because of his carelessness? 19. What should the guest do when he doesn't have enough cash and checks and needs to eat in the hotel? 21. What should I do when the guest asks to check the consumption bill and finds that the cashier has overcharged the account?