Part I

According to the "Xinglong County rural surplus labor force transfer training implementation program" and the National Agricultural Extension School on rural surplus labor force catering and tourism services transfer training implementation program, is now the development of the "restaurant waiter" job training plan:

I. The basic situation of the rural surplus labor force in Xinglong County

At present, Xinglong County 16-25 years old rural surplus labor force of 48,400 people, of which no transfer of employment accounted for 25,000 people.

Second, the organization and leadership of the transfer of employment training

The county government attaches great importance to the transfer of rural surplus labor force training, specially approved the establishment of a rural surplus labor force transfer training base, the Bureau of Leadership and school leaders to personally supervise, the training office by a person in charge.

Third, the training objectives and tasks

According to the national occupational standards for restaurant waiters, after systematic study, training to adapt to the needs of the labor market and the requirements of employers, with a good work ethic and behavioral norms, proficiency in basic knowledge of the restaurant service and the operating skills of the restaurant waiters. 20xx-20xx years, the plan is to train 200 people per year.

Fourth, the training object

to 16 years of age, with junior high school education, good health, the desire to transfer employment, keen to restaurant service positions in rural youth.

V. Training Forms

In the form of off-the-job or semi-off-the-job learning, vocational skills training for migrant workers.

Sixth, the training requirements

1, the training of theoretical training, skills training, audio-visual training, practical operation of the organic unity of all aspects of the training, the ability to take the module of the training method, highlighting the job skills training. To trainees hands-on mainly, the teacher face-to-face explanation as a supplement to comprehensively improve the overall quality of trainees.

2, through classroom lectures, on-site training, practical operation and self-study and other forms of training, practical, practical, effective for the purpose of improving the interest of students to participate in training.

3, the use of Xinglong Hotel as a training base, employing full-time and part-time teachers with a wealth of operational skills to personally drill operations, so that students learn while doing to achieve the improvement of job skills, training students hands-on ability.

VII, training content

"Restaurant waiter" course curriculum using a combination of competency modules, *** set up the foundation of practice, restaurant service etiquette, end of the bracket table service, wine service, serving and food service, removal and replacement of dining utensils and basic procedures for restaurant service and other seven training modules. *** 152 hours

(a), the practice of basic

Require students to familiarize themselves with the general knowledge of foreign workers, to master the professional qualities of the restaurant service should have. Theory study 10 hours.

(2), restaurant service etiquette

Students are required to master the restaurant waiter's grooming norms, demeanor norms, courtesy norms, etiquette norms. Among them, the theory of learning 5 hours, skills learning 13 hours, audio-visual learning 2 hours, *** counting 20 hours.

(C), end of the tray, table service skills

Students are required to master the tray end of the tray skills, napkin folding skills, table service skills. Among them, 6 hours of theoretical study, 22 hours of skill study, 2 hours of audio-visual study, *** total 30 hours.

(D), liquor service

Students are required to understand the classification and characteristics of Chinese and foreign liquor, tea and soft drinks, to master the skills and procedures of liquor service. Among them, 6 hours of theoretical study, 22 hours of skill study, 2 hours of audio-visual study, **** 30 hours.

(E), serving and sharing

Students are required to understand the knowledge of dishes, serving and sharing knowledge. Among them, 4 hours of theory, 14 hours of skills, 2 hours of audio-visual learning, *** total 20 hours.

(F), the removal and replacement of tableware

Students are required to learn the basic operation of the removal and replacement of tableware. Among them, 4 hours of theory, 5 hours of skills learning, audio-visual learning 1 hour, *** 10 hours.

(VII), the basic procedures of restaurant service

Students are required to understand the knowledge of zero reception service, the basic procedures of restaurant service. Among them, 12 hours of theoretical study, 16 hours of skill study, 2 hours of audio-visual study, *** counting 30 hours.

VIII. Faculty

The first phase: service quality training

I. Training time:

March 23 ---- March 23, morning: 8:30 -----11:00,

afternoon: 2:00 ----4:30

Second, the purpose of the training and requirements

Through training, so that trainees master the concept of business operations, the concept of service, the quality of the restaurant attendant requirements, food service etiquette specifications and a variety of hospitality service skills, learn to use etiquette to pack their own, consciously shaping a good professional image, create a good service atmosphere, improve the quality of comprehensive services, enhance the loyalty to the enterprise, enhance team cohesion, to quickly and comprehensively improve the Dongshan Hotel restaurant service Grade to lay a good foundation.

Third, the training content:

(a) the importance of corporate image-building and personal image-building of restaurant attendants

(b) the meaning of service, the concept of service, the mode of service

(c) the quality of restaurant attendants

(d) the requirements of professional ethics of the restaurant attendants

(e) the basic requirements of etiquette and courtesy of the restaurant attendant

(e) restaurant attendants The basic requirements of courtesy and politeness

(F) the basic requirements of the restaurant waiter grooming

(VII) restaurant services commonly used polite phrases

(VIII) how to set up a "front desk staff is the hotel's internal customer" concept, to strengthen the cooperation between front and backstage

(IX) communication skills of the guests

( (ix) communication skills

(x) memorize the guests

(xi) language skills

(xii) the establishment of an effective team

(xiii) how to create the guests, how to retain the guests

(xiv) telephone etiquette

(xv) how to greet the guests

Fourth, the training method

1.

1, classroom lectures

2, etiquette training: grooming training practiced 20 minutes a day; smile training, practiced 20 minutes a day.

3, video teaching

4, role-play

5, feel the training

6, 10 minutes before class every day, each student takes turns to the podium speech. The content of the speech can be a personal experience of the service case, but also can tell stories, tell jokes or recite literature.

7, the students *** divided into six groups, around the content of the discussion.

8, explain the skills competition standards, on-site corrective guidance.

V. Assessment methods

1, awarded the "Miss Smile", "Mr. Smile", the winners of the award, and take photos hung on the hotel bulletin board.

2, dishes, drinks and other business-related knowledge test or knowledge contest.

3, "smile in my heart" "please be proud of our work" speech contest

4, restaurant service skills competition

5, the training course can be named "Dongshan". Hotel Restaurant Service Induction Certificate Examination Training Course"

The second phase of training: basic skills, service procedures, service norms

A training time:

April 23 - May 23,

8:30 a.m. - 8:30 p.m. - 8:30 p.m. - 8:30 p.m.

8:30 a.m. - 11:00 p.m. 2:00 p.m. - 4:30 p.m.

Second, the purpose of the training requirements

Through the training, to make the Trainees master the basic skills of restaurant services, basic procedures, improve language skills and practical work resilience and psychological quality, to be able to apply the knowledge gained flexibly to the actual work, to provide guests with satisfactory service.

Third, the content of the training

(a) the basic essentials of the tray

(b) napkin folding

(c) Chinese table setting

(d) pouring wine, serving food, dishes

(e) Chinese banquet booking

(f) Chinese banquet reception service procedures and skills

Fourth, the training methods

1. 10-minute speech before the class.

2. "5.4" Youth Day Speech Contest: "Let Youth Shine Here"

3. Case study and group discussion

4. classroom lectures

V. Assessment Methods

8:30 a.m.----11:00 p.m.

2:00- -4:30 p.m.

Second, the purpose of training and requirements

Through training to enable trainees to y understand the business philosophy of the enterprise, to improve the comprehensive ability of guest services, quality service to make guests fully satisfied. Fully build Dongshan Hotel service brand. Enhance the hotel service grade.

Third, the training content

a) the meaning of the restaurant service quality

b) restaurant service quality awareness

c) restaurant service quality control methods

d) brand marketing

e) customer psychology research

f) skills to deal with guest complaints

Fourth, the training method

1, classroom lectures

2, simulation scenarios, service exercises

3, cultural performances: sketches, poetry recitation, songs, dance and other forms.

4, skills training

V. Assessment methods

1, simulation scenarios, reception service test

2, restaurant service skills comprehensive examination

I. Training objectives

According to the company's work requirements for restaurant attendants, after systematic learning, training of excellent service personnel, so that trained attendants with Good professional ethics and behavioral norms, master the basic knowledge of restaurant services and operational skills.

Second, the training object

The company's stores in the service staff.

Third, the training course

Post training course curriculum using a combination of competency modules, *** set the company's management program, the professional qualities of restaurant attendants, the basic skills of food and beverage service, wine service, serving and dish, withdrawal and replacement of dining utensils and basic procedures for restaurant services and other seven training modules.

Fourth, the form of training

Semi-absentee, phased learning.

Fifth, the training content

1, the company manages the project restaurant waiter training 1.1 to pay attention to professional ethics

(1) compliance with the law: to understand and comply with the duties and obligations of citizens, civilized practice; understanding of the state advocates the "five loves" content

(2) professionalism: Develop good quality of punctuality, trustworthiness and discipline; develop good quality of respecting the old and loving the young and being diligent and studious; develop good quality of being helpful and striving for excellence

(3) Principles of practice: self-respect, self-love, self-confidence, self-reliance, self-reliance and self-improvement

1.2 Employee Handbook of the Company

1.3 Management System of the Company

2, professional quality of restaurant waiters

2.1 Professional Quality of Restaurant Waiters

2.1.1 Professional Quality of Restaurant Waiters

2.2.1 Professional Quality of Restaurant Waiters

2.1.1 Professional Quality of Restaurant Waiters

2.1 Professional ethics and job responsibilities: the restaurant waiter's professional ethics; welcoming staff, desk clerk and food handler's duties

2.2 Customers' eating habits and dining psychology: the eating habits of China's regions; the eating habits of ethnic minorities; Europe and the United States and Asia, people's eating habits; the guest's dining psychology

2.3 Dietary hygiene basics: the characteristics of the public * * * catering industry; the public * * * catering industry characteristics; the public health of the people in Asia

2.3 Dietary hygiene basics: public * * * ** characteristics of the catering industry; public *** hygiene management of the catering industry; waiters personal hygiene requirements; restaurant environmental hygiene requirements; prevention of food poisoning; tableware washing and disinfection hygiene

2.4 food service safety: fire prevention and treatment: theft and accidents prevention and treatment

2.5 food service etiquette: the basic requirements of courteous service; service reception etiquette; learn to Dressing, hygiene and grooming requirements; learn the correct standing, walking, operating posture

3, basic food service skills

3.1 end of the tray skills: understand the types of trays and the role of the tray; master the light and heavy support methods; learn the end of the tray marching steps

3.2 napkin folding: understand the role of the napkin and the types of napkins; napkin folding basic techniques; napkins and the types of flowers and the modeling of Placement; napkin flower folding chart

3.3 table service: to understand the basic requirements of Chinese and Western food table

4, liquor service

4.1 understanding of Chinese and foreign liquor, tea and soft drinks classification and characteristics: to understand the classification of Chinese liquor, characteristics; to understand the classification of foreign liquor, characteristics; to understand the classification of soft drinks, characteristics; to understand the classification of tea, characteristics

4.2 understanding of tea, characteristics

4.1 understanding of Chinese and Western liquor, tea and soft drinks classification and characteristics

4.2 understanding of Chinese and Western liquor: to understand the role and types of napkins; napkin folding basic techniques; napkin flower modeling types and p>

4.2 Drinks service skills and procedures: learn chilling, warming methods; pay attention to the order of pouring; mastering the operation of drinks service

5, serving and sharing

5.1 Knowledge of dishes: understand the characteristics of Chinese cuisine; understand the main features of Western cuisine

5.2 Serving and sharing: understand the operation of Chinese and Western cuisine; mastering the basic methods of sharing between Chinese and Western cuisine

5.2 Serving and sharing: understand the operation of Chinese and Western cuisine; mastering the operation of Chinese and Western cuisine

6.1 Knowledge of Chinese cuisine; understand the operation of Chinese and Western cuisine; mastering the basic methods of sharing between Chinese and Western cuisine

6, remove and replace tableware

6.1 Chinese countertops to remove and replace tableware: learn to remove and replace tableware operation; know the correct steps to close the table

6.2 Western countertops to remove and replace tableware: understanding of Western dishes and tableware, wine with the law; understanding of the Western countertops to replace tableware with the special requirements

7, food and drink Basic service procedures

7.1 Mastery of Chinese and Western hospitality services: to understand the characteristics of the zero-point service; to master the requirements of the group meal service; to understand the cafeteria service procedures

Six, the training instructor

Longer staff, restaurant lobby manager, general manager

Seven, the training time

Monday to Friday after the closure of 10:30 to 12:00, for one month. 12:00, for one month.

Eight, the training place and equipment

restaurant, all the facilities in the restaurant

Nine, the assessment method

1, the examination: waiters learn every training module in the curriculum, by the trainer to take a written test, oral and other methods of stage quiz on the students.

2, assessment: reflecting the "skills as the final outcome" of the training concept. The company formed by the assessment team in the training base of the waiter on-site assessment, the assessment can take the form of on-site operation, oral question and answer, simulation, illustration, etc., focusing on checking the mastery of the waiter's job skills.

X. Adjustment mode

can be adjusted to Saturday or Sunday night, the specific time remains unchanged, but need to be reported to the general manager, and more than two-thirds of the training staff agreed.

XI, training budget

is an internal training, lecturers are restaurant employees, without much budget, training staff during the training period to prepare a late-night snack for each person, for the lecturer to issue some appropriate allowances, the initial budget of less than 30,000 yuan.