In hotel service, the waiter gives the guests the first impression; The orientation training for new employees is the first impression the hotel gives employees. Once the first impression is formed, it is difficult to reverse it. The following is a model of hotel staff training scheme, please refer to it.

Model essay on hotel staff training scheme 1

1.

Training purpose

1. By expanding training, employees from different regions and different experiences can get along quickly and harmoniously, and the cohesion and centripetal force of the team can be enhanced;

2. Through the training of external professional lecturers, employees can have a systematic understanding of catering services, and be familiar with service processes and serve customers;

3. Through internal training, employees can understand the service concept of the hotel and make a qualitative breakthrough in the understanding of catering services after training;

2.

1. At present, the training content and time plan have been determined

1. Outward bound training

2. Professional knowledge training

The course has 15 days of training content, and the teaching time is 5 to 6 hours every day. Curriculum:

the first part: the contents of employee's life and career planning, the whole-hearted integration into the team and the personal quality training, so that every employee can understand that work is not for others, but for himself. Let every employee move forward full of motivation.

the second part: love and dedication, adjustment of employees' working status: changing employees' passive work into active acceptance, so that employees can take the initiative to form a habit and strive to improve their own quality.

the third part: communication awareness training, to enhance employees' communication ability with customers, so that customers can always feel excited. Greeting each other is a service culture of the hotel, which will actively communicate with guests to form a service culture of the hotel.

Part IV: Language expression skills training: Through language expression skills training, employees can know how to communicate with guests, how to improve their language expression ability quickly, where to look at the guests when speaking, and how to control the pronunciation and speech speed when expressing.

Part V: Etiquette, courtesy and customer service awareness: Through various training of service etiquette, employees can develop a good professional form and habit. Standardized gestures, standardized manners and standardized operation etiquette are all indispensable parts of service culture.

Part VI: Professional knowledge training of catering front desk reservation: Through professional reservation procedure training, every employee can clearly know what he should and should not do. Reservation is an important link in front desk sales, and the perfect reservation procedure will greatly improve the catering turnover.

the seventh part: professional knowledge training of catering dishes: through training, employees can know how to order food nutritionally, order food according to the physical condition of guests, and master professional knowledge of dishes.

the eighth part: professional knowledge training of catering service: sales skills of ordering food for guests, various service skills of serving guests (lighting cigarettes, replacing bone plates, announcing names of dishes, introducing yourself before meals, urging dishes, expressing toasts in language), high-end banquet design, room dining handling, guest complaint handling and other skills.

part IX: professional knowledge training of catering drinks and tea: through the study of drinks and tea knowledge, every employee can master the characteristics of selling drinks and improve the sales of drinks.

Part 11: Personalized catering service, catering toasting language service, so as to rapidly improve employees' communication ability with customers. Let the guests come happy and return satisfied.

Part XI: Catering service process training, so that employees can clearly know the service process of each dining form, such as wedding banquets, business banquets, family banquets, etc., so that employees can be busy, fast and comprehensive.

Training course arrangement:

Assessment

Learning is gradual. After 15 days (6 hours of training every day), students have a certain understanding and understanding of the whole customer service. The assessment is conducted in a form of one stage, one assessment and one summary. At the end of the whole training, students will be assessed in three aspects.

the first aspect: the assessment of theoretical knowledge support: in the form of written closed-book assessment. The second aspect: the assessment of language adaptability: in the form of oral examination and answering questions. The third aspect: practical operation evaluation: using practical operation to evaluate and examine.

3. Internal training

Service case analysis and operation training

1. Wrote the wrong menu or sent the wrong menu?

2. What should I do if the guest ordered the food according to the menu and the kitchen didn't?

3. What should the guest do after eating 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 if they are not satisfied with the quality of the food?

6. What should I do if the guest complains from time to time because the service is not timely and the food is not served in time?

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 for the food, drinks and service even though he is not satisfied with his crotch pants?

9. What should I do if the guest misbehaves or even damages the hotel's catering and entertainment equipment because of drunkenness?

11. What should the guests do when they think the cigarettes, drinks and drinks provided by the hotel are fake and shoddy products?

11, the guest accidentally broke the hotel dining utensils, entertainment utensils or furniture?

12, the guest has deviant behavior or disorderly behavior to the hotel service personnel, what should I do when I speak?

13. What should I do if the guest asks the hotel for a gift after spending, but the hotel doesn't have it?

14. What should I do if the guest spends too much time, which exceeds the business hours and even affects the preparation of the next meal?

15. What should the guest country do if it accidentally loses its personal belongings and cannot find them?

16. what should I do when the guest's consumption amount is very small and he asks for a discount?

17. What should I do when a guest falls, cuts or burns because he is not young?

18. What should I do when the guest asks to check the consumption bill and finds that the cashier has overcharged?

III.

Training venue, dormitory and dining arrangement

1. Training venue

2. Dormitory arrangement

1) Bedding:

3. Dining arrangement

V. Training budget

VI.

Training mobilization meeting arrangement

Conference theme: Manager's meeting time

Meeting place: lecture hall of training base. Meeting contents:

1, 2, 3, 4, 5, 6,

Introduce the purpose of training

The company introduces and announces the specific training matters with the Shanghai company; Matters needing attention during training; Training and mobilization;

employee handbook and job responsibilities;

VII.

Organization arrangement for departure and return trip

VIII.

Training reward and punishment system

A. Punishment is the key means to maintain discipline, with the purpose of strict discipline, strengthening unity, promoting healthy trends, eliminating unhealthy practices and comprehensively improving the collective quality and management level of employees.

B, the punishment must be based on the facts, and at the same time, according to the actual situation, the punishment will be added on the basis of the punishment according to the regulations.

C, all points deducted in this system are subject to 2 yuan's verification and linked to the salary of the current month.

D, each person has a basic score of 111 points per month, and those with a total score of 95 points or more per month will not be deducted; those with a score below 95 points will be subject to Article C..

Item 1: Punishment system

1. If you don't wear your name tag according to the regulations, you will get 1 points

2. If you don't behave frugally, laugh and play, make a loud noise, hum songs, whistle, and cross your shoulders, you will get 1 points

3. During the training period, waiters are not allowed to wear colored nail polish and keep long nails, and gfd who is unqualified will get 1 points each time

4. 1 points will be deducted for those who stand irregularly

5. Those who don't dress according to the regulations during training, and those who violate the regulations of gfd will be deducted 2 points

6. Those who don't use polite expressions during training, and those who don't greet each other will be deducted 2 points

7. Those who don't follow the prescribed channels during training will be deducted 2 points

8. The training time is listless. Deduct 2 points for being emotional for no reason

9. Deduct 2 points each time for not cleaning the health responsibility area thoroughly

11. Deduct 2 points for bringing irrelevant personnel to the dormitory and classroom during the training period. Deduct 2 points for not asking for leave according to the normal procedures during the training period, and deduct 2 points for taking leave by phone

12. Deduct 2 points for not eating at the specified time. Deduct 2 points for making a loud noise when eating in the restaurant. Deduct 2 points for doing things unrelated to work such as listening to music; deduct 2 points for failing to complete the daily work assigned by the training teacher; deduct 2 points for not speaking Mandarin during training; deduct 5 points for leaving the training room without permission during training; deduct 5 points for failing to fulfill the duties; deduct 5 points for failing to complete the tasks assigned by the superior on time and in quality; run around the training place or workplace and shout. Deduct 5 points for indecent behaviors such as swearing

21. Deduct 5 points for littering, scraps of paper and other sundries in restaurants and classrooms

21. Deduct 5 points for not cooperating with colleagues during training and working hours * * * * 22. Deduct 5 points for staying in the staff dormitory or influencing others without approval

23. Wear casual clothes to enter the training area. Deduct 5 points for going out or going home in overalls

24, deduct 5 points if the assessment rate is less than 71% on the same day

25, deduct 11 points if you meet someone to make personal calls or play mobile phones during work training without permission

26, deduct 11 points if you disobey the command and contradict the leader

27, refuse the task, disobey the normal management or transfer, disregard the overall situation, and be able to recognize mistakes through criticism and education. 11 points will be deducted if you have a good attitude towards admitting mistakes

28. Smoking and drinking are not allowed during the training period or in the dining room, and you are not allowed to work after drinking (except for arranging work). 11 points will be deducted for offenders

29. 11 points will be deducted if you deliberately waste resources and food, causing unnecessary losses. 31 points will be deducted if you sow discord or spread gossip, form gangs, affect unity and disturb the normal working environment and order of the department. 11 points will be deducted for each false report

32, 11 points will be deducted for managers who turn a blind eye to the violation of discipline or fail to deal with it according to regulations

33, 11 points will be deducted for eating at work

34, and 11 points will be deducted for both parties in case of conflict with our employees during work. If the circumstances are serious, managers can adjust the deduction points

35, and go out or come home late after 21: 31 in the evening. If you don't take time off without justifiable reasons, you will be severely punished.

36. Employees are strictly forbidden to stay out at night. If there are special circumstances, you need to ask the manager for leave. If you don't take time off without justifiable reasons, you will be deducted 31? 51 points

37. Those who violate the rules frequently and refuse to mend their ways. (For the same mistake, more than three times) Deduct 21 points:

38. Those who refuse to manage or transfer, have an arrogant attitude, cheat or contradict the leaders face to face, resulting in adverse effects, will be deducted 51 points

39. Those who steal the company's goods or colleagues' property, after deducting the monthly salary, The second item of dismissal: reward system

1, verbal praise from the leader plus 1

2, reasonable suggestions accepted plus 2

3, employees who actively participate in the work outside their duties in the hotel department plus 2

4, no punishment for three consecutive days plus 5, 11 points will be added for those who have made outstanding achievements during the training period

Model essay on hotel staff training scheme 2

As the opening time of the hotel approaches, it is necessary to carry out systematic training for new employees in time, which not only makes them know

First, the five processes of collective training for employees:

(1) determining training objectives;

(2) break down the training programs; For example, the decomposition of the stage setting process.

(3) the implementation of specific training work;

(4) Four-step training method: 1, explanation; 2, demonstration; 3, try; 4. Follow-up guidance;

(5) Situational training method: Example: At dinner time, the light is dim, and the little guest spilled the ice cream. What should be done?

(6) summary of training results.

Secondly, the training framework is tentatively set as follows:

1. Knowledge training;

It is beneficial for new employees to understand the concept of hotel service, and enhance their skill understanding and adaptability to the new environment. At the same time, master a professional knowledge systematically;

1, restaurant etiquette, etiquette is not only superficial respect, but also heartfelt respect and enthusiasm.

including: international common address ceremony:

1) international address for men and women;

2) addressing high-ranking officials;

3) Address for VIPs from monarchical countries;

4) Address for those with occupation, position and degree;

5) address for soldiers;

6) Address for clergy;

7) the appellation of the ethnic minorities in China;

8) notice of address etiquette in some countries;

(1) Domestic customary salutations:

1) Use of honorific words;

2) the use of courtesy words;

3) the use of laudatory terms;

4) the use of euphemisms;

5) the use of nicknames:

(2) the address ceremony of diplomatic activities;

1) Pay special attention to normative issues

2) Be considerate and take care of the cultural habits of different countries

3) Other manners that need attention;

(3) the etiquette of answering guests satisfactorily;

1) Ask and answer the guest in a tactful tone

2) Pay attention to etiquette when disturbing the guest

3) Talk with the guest in a polite way

4) Communicate with westerners

5) Other manners for answering the guest successfully;

(4) Etiquette of using business cards:

1) Function of using business cards;

2) the etiquette of handing over business cards;

3) etiquette norms for business card printing;

(5) Etiquette for answering the phone:

1)

2) Say hello before greeting;

3) Avoid using too casual language;

4) Learn to pay attention to listening;

5) Cultivate the habit of taking notes;

6) Speak in a calm tone;

7) Answer the phone politely;

8) politely interrupt or transfer the call;

9) Answer in a friendly voice;

11) About volume and tone;

11) How to end the call tactfully;

(6) the etiquette of restaurant hygiene;

1) About personal hygiene;

2) On the issue of work hygiene;

3) About environmental sanitation;

4) About tableware hygiene;

5) About food hygiene;

(7) the etiquette of the guest-me relationship;

1) customer psychological requirements;

2) customers' dining motivation;

3) the usual physiological needs of customers;

4) It is necessary to straighten out the relationship between guests and me;

2, customer personality analysis, to understand how to attract customers with different personalities, and what personality habits and preferences they have; Facing them