Model document on restaurant staff training plan 1
In catering business, the front desk waiter is the main body of service, and the service quality directly affects the satisfaction of restaurant customers, thus affecting the restaurant business. Therefore, as a waiter, you must have skilled service skills and good service awareness, which is the premise to ensure good service. In restaurants, the turnover frequency of waiters is quite high, so as a trainer or manager, how should we conduct induction training and subsequent skills training and service awareness training for new employees?
First, the induction training for new employees.
Induction training (also known as pre-qualification education and induction training, etc. ) is a training method to introduce the basic situation of the enterprise, job responsibilities and department personnel to new employees.
Contents of induction training:
Report day
Welcome to join our company and take up this position.
-Guide the location of lockers and toilets.
-Instruct staff canteen and drinking point.
-Implement the inspection system for entering and leaving restaurants and doormen.
-Guided tours of workplaces and conditions.
-Introduce the work schedule and attendance system.
-Introduction to the work of this department/post
-Introduce colleagues in the department/group.
-Introduce safety regulations and the use of safety equipment.
-Guide new employees to start work and introduce working procedures.
Remind him who he can call when he has problems/needs help.
After the first day
-Introduce the salary system and corporate culture.
-Introduce the parking of self-owned vehicles and company transport vehicles.
-Introduce the company's medical and health facilities.
-Further elaborate the safety regulations.
-In-depth introduction of the cooperative relationship among the positions in the department/group.
Check its performance before work, comment and answer questions.
The first two weeks
-Introduce the benefits of the company
-Introducing channels for handling complaints and rationalizing suggestions.
-Check whether work habits violate safety requirements.
-Continue to check, comment and guide its work.
Second, the cultivation of waiter skills and service awareness
For waiters, all the skills that should be mastered need to be trained first, including basic service skills such as setting the table, arranging flowers, pouring wine and receiving tables. They must also know the common service language, polite language, the principles of introducing dishes, the marketing skills of dishes and drinks, the process and principles of handling customer complaints, the service of special customers, and the handling of emergencies. , need to combine the actual work for training and testing.
Establish a good sense of service: tell the waiter to correctly understand his work from actions and language, constantly update his ideas and be loyal to his duties; Establishing customer service consciousness and improving customer service skills are the master keys to success; Correctly understand customers' needs, emotions and misunderstandings. In service, we should insist that the guest is always right and the guest is always wrong, but we should also adhere to the principle of giving the right to the customer.
Model paper on restaurant staff training scheme 2
(a) Training essentials
The basic qualities of catering staff include ideological quality, professional quality and psychological quality. In daily work, it can be reflected in rich service knowledge, resourceful service ability and warm and thoughtful service attitude.
A, employee service knowledge
The service knowledge of catering industry is the sum of all kinds of service-related information that catering practitioners should know in order to provide better services. Mastering the service knowledge of catering industry is the most basic thing to carry out all the work in catering industry. Only on the basis of knowing a wealth of service knowledge can we provide quality service for our guests smoothly.
1. Understand the role of rich service knowledge.
(1) Improve service level and reduce service failures.
If our employees can master the service knowledge of this position skillfully, they will feel comfortable and thoughtful when serving their guests. Otherwise, it is easy to make mistakes and cause dissatisfaction and complaints from guests.
(2) Increase the convenience of service and improve the efficiency of employees in entertaining guests.
Rich knowledge can make the service arbitrary, so as to provide the services needed by the guests in time, skillfully and accurately. And our store can provide more thoughtful services for more guests because of the substantial improvement in efficiency.
(3) Reduce the uncertainty of our employees in providing services.
Rich service knowledge can largely eliminate the uncertainty in service, make hotel employees more targeted in service and reduce the error rate.
2. Staff service knowledge training content
(1) Our management objectives, service objectives and related corporate culture.
(2) Training content of employees' job responsibilities
① The role and importance of this position and its position in our store.
(2) the object of work, specific tasks, work standards, efficiency requirements, quality requirements, service attitude and responsibilities and scope of responsibilities.
(3) The work flow, work regulations and reward and punishment measures of this position.
Second, the ability of employees to work.
1. Language ability of free control
Language is an important tool and way for employees to establish good relations with guests and leave a deep impression. Language is not only a tool for communication and expression, but also reflects and transmits auxiliary information such as corporate culture and employees' mental state. The use of employees' language ability is mainly reflected in the following aspects:
(1) tone
Hotel employees should pay attention to the natural smoothness and affability of their tone when expressing, keep the expression at a constant speed, and always remain calm and polite.
(2) Grammar
Use the grammar correctly. The key point is whether the structural collocation of sentence elements is accurate, which mainly refers to whether the collocation of sentence elements is accurate and whether the part of speech is misused.
(3) Logic
Logic is about the correct use of sentence causality and progressive relationship. This is a very important aspect of language expression, and ambiguous or wrong sentences are easily misunderstood by guests.
(4) Body language
Body language plays a very important role in expression. In interpersonal communication, body language even exceeds the importance of language itself to some extent. Hotel employees should use body language properly when expressing themselves in language, and jointly build an expression atmosphere that guests feel easy to accept and satisfied with.
(5) the timing and object of expression
Employees should use appropriate language to express themselves according to the service required by the guests, the identity of the guests, the psychological state of the guests and other specific circumstances.
2. Firmly attract guests' communication skills
The charm of interpersonal communication is very powerful, which makes the guests deeply impressed by the employees and Dai girls. Good communication skills are an important basis for employees to achieve these goals in service.
(1) Employees should treat guests first? Familiar strangers?
Although every new guest is a stranger to the staff, he should regard the guest as an old friend who has been with him for a long time. In this way, hotel staff will get rid of the overly mechanical politeness and passive coping state when providing services, so that guests can feel a more natural but sincere courtesy.
(2) Make a good first impression on the guests.
The first impression is very important for the establishment and maintenance of interpersonal communication, and the deepest memory is often the impression left by the first contact. Beautiful appearance and manners, sincere smile and meticulous manners are the keys to leaving a good first impression on guests.
(3) The establishment of interpersonal relationships should also be persistent from beginning to end. Every employee should persistently establish good interpersonal relationships with guests, and should not neglect the guests because of his temporary mistakes and thoughtlessness, thus ruining the good interpersonal relationships established by himself and other employees at other times.
3. Keen observation ability
The essence of observation ability is to be good at thinking of the guests, put yourself in their shoes, and deliver the service in time and properly before the guests speak.
Third, employees' work philosophy.
1, the concept of customer first
The relationship between guests and employees
The relationship among guests, Dai girls and employees is rich and varied due to their respective roles in society and economy, which also illustrates our responsibility to guests from different angles.
(1) the relationship between selection and being selected.
The market competition of modern catering industry is very fierce, and guests have many choices. Guests' choice of food is not blind and random, but has their own selection criteria. For example, whether the geographical location of the hotel is suitable, the service attitude of the hotel staff, whether the services provided by the hotel are distinctive and so on.
(2) the relationship between the guest and the host
Compared with the guests, we are the hosts, but the concept of Daimei is very abstract, so our store can't be regarded as the host. Although the operators and managers are the legal representatives, actual investors and top decision makers of Daimei, they generally do not come forward directly in the service, but are only responsible for the decision-making and handling of some major events. Therefore, in practical work, guests will regard the employees who provide services for them as their hosts.
(3) the relationship between service and service.
What the guests want to buy when they come to us is our service products. He not only compensated the cost of our service product, but also laid the foundation for our profit. And the only way for us to repay our guests is to provide them with quality and affordable service products. Guests buy our service products to meet their needs here, and this satisfaction is high demand. What guests need is high-quality, professional and standardized service. Moreover, this kind of service is provided by employees, and there are generally no guests themselves. This kind of service is the contact between people. Guests should get spiritual comfort and satisfaction while receiving the service, and feel that they are our most important and popular guests through the service.
(4) Friendship
When guests come to our restaurant for dinner, it is easy for us to impress each other and establish friendship with them through mutual understanding and cooperation and a short time. Guests are not only our consumers but also our friends. With more old and new friends, our business has a very solid foundation.
2. Treat guests' consciousness
(1) The guest is God.
Guests are God, which means that guests enjoy supreme status in our store. Times are changing. God? Demand is also changing. God? The left and right forces against us are getting stronger and stronger. We just need it, right? God? On the basis of in-depth investigation and study, we should grasp the law of customer demand and attract customers with unique marketing strategies. God? , got it? God? A chance to be satisfied.
(2) The guest is always right.
Emphasize our service? The guest is always right? It is emphasized that when guests misunderstand our service mode and service content or make comments on employee service, employees should first look at the problem from the standpoint of the guests and solve the problem from the perspective of understanding the guests and trying to satisfy them. In addition, emphasizing that guests are always right mainly means that hotel staff should be tactful and artistic in dealing with problems. When the fault is really on the guest's side, or the guest really misunderstood the service of the staff, the hotel staff should maintain the self-esteem of the guest through clever handling, especially when there are other guests present, so as not to make other guests feel that a guest's judgment is wrong or unclear. Of course, if the guest has serious deviant behavior, illegal behavior or damages the interests of our store, this principle cannot be applied.
3. Customer service equation
In service, there are several simple equations that can help employees understand the importance of their position and attitude towards guests. Employees should be aware of the important role they play, rather than treating themselves as simple ordinary employees.
(1) The good image of each employee = our overall good image, that is, 1= 100.
This equation means that every employee in our store is a representative of our image, and what employees say and do when they treat customers represents the management level of Daimei, the quality of all employees and the overall service level of our store.
(2) The overall good image of everyone-the poor performance of an employee, that is, 100- 1=0.
The meaning of this equation is that our service image is determined by each employee. Even if other employees perform well, as long as any of them does not perform well, our image will be seriously damaged.
(3) Customer satisfaction = the performance product of each service employee.
In this equation, employees perform well and provide excellent service, with a score of 65,438+000, poor performance and extremely poor attitude, while the score is zero. Our image is not the result of the simple addition of each employee's performance, but a product.
Hotel service personnel should not only simplify the service, but also make the service a deeper quality service, so that guests can feel happy and happy while meeting the basic requirements.
Model essay on restaurant staff training plan 3
Lesson 1: First, each employee introduces himself, including his name, hometown, position and hobbies, so as to enhance the understanding among employees. Lesson 2: Understand the company's rules and regulations, management structure and the basic product features of this restaurant, and explain the employee benefits. Lesson 3: employee gfd, basic courtesy terms of floor service.
Lesson 4: Five requirements of catering service and the operation process of restaurant waiters.
Lesson 5: Standardize polite expressions and operational procedures.
Lesson 6: Reception process on the ground and face (detailed explanation)
Lesson 7: Understanding of drinks, prices, pouring methods, and basic understanding of remy martin cognac, Hennessy and whisky.
Lesson 8: Preparation for pre-meal cooking, main materials and other ingredients for pre-meal cooking, and service skills that senior waiters should master. Lesson 9: How to make famous tea?
Lesson 10: Service Procedures and Preparations for Large Banquets.
Lesson 11: How to be an excellent waiter?
Lesson 12: Detailed process of hall service.
Employee gfd.
1. The dress of employees is an important part of hotel etiquette. In a modern and fashionable vocabulary, this is called employee image enhancement. The staff's fresh work clothes will enhance the image of the hotel. So, what are the basic requirements for employees to dress? Clean and tidy? Clean and tidy clothes reflect the mental outlook of employees and the strictness of hotel service. If you don't dress neatly, it will damage the image of the hotel.
2. In addition to dressing neatly, hair must be combed neatly, shoes must be polished, hands must be washed, nails must be trimmed neatly, and female employees must wear light makeup, not heavy makeup, not bling, and not wearing too much jewelry.
Employees are not allowed to chat casually, walk straight with trembling, cross their hands on their chests or put them in their pockets during working hours, and the service should be frugal? Walk lightly, talk lightly and act lightly?
4. Treat people with courtesy and courtesy, which is the key to good hotel service. Employees should smile and use polite language. Politeness does not involve any cost, and politeness will bring more benefits. Politeness is an important factor to satisfy guests and bring repeat customers. Basic courtesy terms of floor service (service standard courtesy terms)
1. Welcome- Hello, welcome! ?
2. Pull up a chair and ask for a seat-? Please sit down, sir/madam! ?
3. Ask for tea at the dining table-? What kind of tea do you like, sir/madam?
4. send napkins- Please use a towel, sir/madam. ?
5. pour tea- Please have tea, sir/madam. ?
6. Ask about drinks-? What would you like to drink, sir/madam?
7. pour wine and water- May I pour your wine, sir/madam?
8. Collect teacups-? May I help you put the teacup away, sir/madam?
9. Serve soup-? This is soup, please enjoy it. ?
10. Serve- This is a dish, please enjoy it. ?
1 1. Replace the pelvis- Sir/madam, let me change the bone plate for you. ?
12. Replace the saucer- Excuse me, can I take this saucer away
13. Serve the fruit- This plate of fruit is a gift from our restaurant manager. This is a small gift from our restaurant. Please enjoy it. ?
14. Have tea after dinner? Please use hot tea. ?
15. See-? Who will pay the bill, please? Thank you for your 20% discount. Thank you for your acceptance. Thank you for your change. ?
16. Fujian- Thank you for coming. Welcome to visit again. Goodbye! ?
Need to fight in operation? Please. Attitude
Gesture to take the seat-pull the chair-open the seat-pour the tea-pour the wine-collect the teacup-put back the bone plate-change the ashtray-serve the soup-divide the soup-add the soup-serve the food-put back the plate.
1. When guests enter the restaurant, customers should actively and enthusiastically ask the guests? Hello, sir/madam! Welcome, how many of you will ask when the guests answer? May I have your name, sir/madam?
2. After taking the guests to their seats, please pull up the chair and sit down (and make an invitation gesture). Pass the menu to the guest with both hands and say, here is our menu, sir. ? Then ask the guest:? Hello, what kind of tea would you like to drink? We have Pu 'er, scented tea and Tieguanyin. . . Waiting for tea? After the guests order tea, they should inform the waiter in the stands of their tea order.
Requirements: Kind language, keep smiling, and make guests feel particularly respected. Immediately notify the waiter who pulls the chair for tea, as well as the foreman and minister in the area, and write their names on the dish card.
The waiter stood guard at the responsible post, greeted the guests with a smile, helped the customers arrange the guests to sit down, and bowed slightly. Hello, sir/madam, welcome! ?
Pull the chair, please sit down. First, pull out the chair where the lady is sitting. When she sat down, she slowly brought the chair closer to the dining table and said, would you please sit down, sir/madam? And make an invitation gesture to know the name of the guest from the customer.
Precautions:
Answer: Be good at observing and distinguishing who is the master.
B. Don't force some guests who don't want to tell your last name.
C. when the guest is puzzled by the name, we can explain it like this: Shall we call you? Or? There is a guest looking for you, so that we can check. ?
D. During the whole process, the waiter should address the guests with their surnames.
5. Pass the towel to make tea. Pass the towel from the guest's right and say, * * Sir/Madam, please use the towel.
. ? Then go and make tea. If you don't get any tea from the customer, the waiter will have to ask the customer himself. (For questions, see Article 2. )
Requirements: You need to bring snacks, mustard sauce, etc. to the guest table to make tea. The first cup of polite tea is poured from the right. Note: tea is required to be six minutes full, first for ladies, then for men, then for guests, then clockwise, then for mustard sauce and snacks.
6. Put down the towel and take off the chopsticks cover. Spread towel flowers on the plate, on the guest's legs or at the bottom of the plate. (Remove the chopstick cover on the right side of the guest)
7. Sell drinks. After ordering, the clerk stepped forward and asked with a smile. Do you need beer, drinks or juice, sir/madam? We have * * juice, and the beer includes Jinwei beer and Tsingtao beer. ?
Note: Valuable wine can only be opened after being inspected by guests. There are two kinds of wine: white wine and white wine. Liquor must be frozen, but red wine does not have to be frozen. Do you need to add lemon, plum or sprite according to the guest's wishes?
8. Place an order. Drinks in duplicate, clearly fill in the station name, name, time, quantity and name, and then hand them over to the cashier for seal. Give the red one to the cashier and the white one to the bartender for drinks.
9. pour wine requirements.
A. Serve drinks from the guest's right, stand slightly tilted and bend slightly.
B. When you ask a guest for wine, you should first ask the guest what kind of wine he likes, and then pour the wine according to his meaning. The order of pouring wine is: first the guest, then the host, and then one by one clockwise.
C pour specifications: beer, soda, spicy wine, one p (one ounce).
D. Method of pouring wine: pour beer, soda water can be poured slowly along the glass, and mixed wine should be poured with soda water first and then with foreign wine.
10. Put the teacups away. After pouring the drinks for the guests, be sure to ask their opinions and take the cups off. If a cigarette end is found in the cigarette holder, put a clean cigarette holder on it, take it to the tray together and put it back in the clean cigarette holder.
1 1. Requirements for serving soup. Open the lid of the dish after going on stage, say the name of the dish and make gestures? Please enjoy yourself. .
Note: After serving the first course, you need to distribute the towel for the second time to show cleanliness. When serving soup, it should be distributed to the guests, and each bowl should be uniform. Then, according to the order of women first and men later, take the initiative to bring each bowl of soup to the right of the guests. When serving the main course, take the initiative to ask the guests if they need rice; If the guest needs it, mark it on the food card according to the quantity. If several dishes on the table are full, what about the next one?
When there is not enough food, we should ask the guests for advice according to the situation, and distribute the least remaining food on the stage to the guests or put it on another dish or remove it, and then go to another dish.
12. patrol Taiwan Province. If more than two cigarette butts are found in the cigarette holder, they should be replaced immediately. Take away the empty plates and soup bowls. Take out the tableware from the lower tray, put away the tableware according to the designated lower tray, and replace the bone plate in time. When changing, you must be on the right side of the guest and make a gesture of please. If the guest is talking, he should remind the guest.
13. Add drinks at dinner. When the last dish is served, you should take the initiative to tell the guests? Has your order come, sir/madam? And ask the guests if they want to add fruit or dessert.
14. Remove plates and tableware. Please ask the guest's permission before withdrawing the offer (except empty offer). You should put away chopsticks and chopstick racks one by one on the right side of the guests, and then put away spoons, saucers and other tableware and wine glasses. Clean the countertop with a dirt clip.
15. Hot tea. Add tea leaves to the teapot that the guests used to drink, then add boiling water, change to another set of cups, and pour a cup of after-dinner tea for the guests. (When you find the guest's teapot uncovered at the patrol station, you should immediately add boiling water, and then pour tea for the guest.
16. Desserts and fruits are provided. Prepare clean dessert tableware before serving dessert, and distribute dessert to guests actively and evenly; Before serving fruit, you should see what kind of fruit is sent to the bone plate, fruit fork and so on. Put the fruit on the guest's table and introduce it. * * Sir/Miss, this is from our restaurant manager. Please enjoy yourself. ?
17. Send a hot towel to check out. When you check out a guest, you need to use a cash register. Open the cashier's folder on the guest's right and say: Thank you, sir/madam (how much). ? After receiving the change, guests should also say thank you. Pull a chair to see Fujian off and say? Take care. Welcome next time? Waiting for the news of farewell to Fujian.
18. After the guests leave, check whether there are still burning cigarette butts and whether there are any left-over items; If burning cigarette butts are found, they should be extinguished in time; If you find anything left by the guests, you should call the supervisor immediately.
19. Take the tableware away. First of all, tidy up the chairs and keep the style of the restaurant. Collect napkins and seat towels first, and then collect cups, wine glasses and porcelain.
20. Clean up the site. Reorganize the environment and restore it to its original state.
Food and beverage training materials-how to answer the phone?
1. Answer within three rings. All incoming calls must be answered within three rings. Only in this way can the working efficiency of the restaurant be fully reflected. After greeting, report to the unit and say hello again to avoid the trouble of confusing identity and dialing the wrong number. For example:? Hello, this is Chengyuan Hotel. What can I do for you? I don't say anything, just ask each other blindly. Who are you from? What do you want with him? It is very impolite to do so. It is also worth noting that the order of the first sentence of greeting, reporting to the company and greeting should not be reversed or mistaken, which is polite and gives people a sense of intimacy.
2. Avoid using too casual language. Enthusiasm and rhetorical language are important factors for the success of telephone answering. We can compare our hearts. If you make a phone call, you will meet someone and ask him rudely. Hello, who are you looking for? Not here! ? Click, hang up. If you call him again to ask where he is, the other party will answer impatiently. I don't know. Didn't I tell you he wasn't here? Why did you call again? It's really wordy. How do you feel at this time?
3. Learn to listen. Don't interrupt the guest before he has finished. If you can't hear the other person clearly, repeat it so as not to misunderstand the meaning of the other person. For example, when a guest complains, patiently reply to the other person's words, pay great attention to tone and wording, be warm and friendly, and let the other person know that you care about him.
4. Cultivate the habit of taking notes. Telephone reservations and complaints of guests; Everything the boss tells you by phone should be recorded, reported and handed over at any time.
5. Remember the voices of old customers and bosses. In this way, guests and bosses will feel at ease to let you convey and implement it!
6. Speak in a calm tone and answer in a friendly voice. People will never forget that in the TV series Miss Public Relations, Ying Zhou, the public relations manager, answered the phone many times. After she answers the phone, she always says in a very kind voice. Hello, this is Ying Zhou from the public relations department? This kind and lively voice makes the other party feel comfortable and satisfied. increase
If it is a newly opened hotel, the most important part of training new employees.
Is to let them know about the hotel's business projects and all the working environment and facilities.
As far as the pure catering industry is concerned, it is important to fully understand the tastes, preparation methods, raw material characteristics and prices of various dishes. Otherwise, the improper explanation of service personnel is most likely to cause customer complaints.
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