First, courtesy:
1, courtesy
2. Telephone etiquette
3, makeup and modification
Second, the basic service skills
1, tray
Step 2 set the stage
3, seat knowledge
Step 4 pour wine
5. Serve, serve and set the table.
Three. Service procedures and specifications
1, Chinese banquet service
2. Chinese casual meal service
3. Tea service
4. Group package service
5. Buffet service
6. Booking service
7. Welcome service
8. checkout service
9. Cleaning, maintenance and disinfection of tableware and utensils
10, conference service (generally understood)
1 1, room service
12, PA workflow and standards
13, VIP reception (understood by the manager)
Fourth, the restaurant rewards and punishments regulations
Five, service skills
1. What is a service?
2, the basic quality of the waiter
3. Service consciousness
4. Look, listen, say, laugh and move
Step 5 Order and sell
6. Target service
7. Seven elements of quality service
8. Question and answer
9, the handling of emergencies
10, treat people well.
1 1. How can I get the table reservation menu?
12, Ten Good Habits of Catering Waiters
Service psychology of intransitive verbs
1, how to judge the appearance of a guest?
2. How to cultivate good psychological quality
3. Response to different guests and service skills
4. Restaurant service psychology
5. Interpersonal communication in service
Step 6 complain
7. The art of complaint handling in hotel management.
8.49 common complaints
Seven, knowledge of dishes
1, basic knowledge of dishes
2. Wrong food mix
3, abalone, wings, ginseng, belly, turtle, bird's nest
Eight, wine knowledge
1, common sense of drinks
2. wine
3. beer
4. wine
5. Yellow rice wine
6. Fruit wine
7. Medicinal liquor
8. Tea, coffee and cocoa
9. roast
10, fish head wine
1 1, alcohol order
12, Introduction of China Famous Wine
Nine, 29 cases of restaurant service
X. "No excuses"
XI。 operating duty
Twelve. Management system and regulations
Thirteen, recipe explanation
Fourteen Description of actual sales varieties of beverages
Fifteen, practical exercises:
1, tray
Step 2 pour wine
pour (out) tea
Step 4 spread a tablecloth
5, bone flap positioning
Step 6 set the stage
Step 7 fill in the documents
8. Document delivery
9. Ways
10, a polite expression
1 1, roll the desktop.