Hotel new employee training plan model essay 2020 (1) I. Primary selection
(Assessment requirements: 1. Evaluate the evaluation results. 2. Train according to weaknesses. 3, understand the future training and job use. )
1, try to detail your resume and family status.
2. What kind of work ability do you think you have and what kind of work you are most suitable for?
Do you think the waiter with dried vegetables can do it well? Why?
4. What basic conditions do you think a good waiter should have?
5. What do you think is the most important thing to get along with people?
6. What do you think is the basic service procedure for a customer from entering the hotel to leaving?
7. Do you know any famous cuisines in China? What are the basic characteristics of Sichuan cuisine?
8. How do you handle or express when you have conflicts with hotel colleagues or leaders?
9. What should you do when you are dissatisfied with the work assigned by the leader or even not suitable for you?
10, what do you think should be done to provide quality service to customers?
1 1. Which do you think is more important, the interests of hotels, customers or yourself? What's next?
12. What should customers do when they are dissatisfied with the service and food?
13, what do you think is the main basis for a person to get rich or get rich?
Please make a meal plan for five people.
Second, catering services and knowledge training
(Training requirements: 1, learn by heart before taking the exam. 2. The following items are grouped tests after study. Explain first, then learn. The knowledge of Sichuan cuisine is taught by the chef. The assessment needs points. )
1, recite the employee code, and then take the exam after memorizing it. (question and answer or written test)
2. recite the rules of the waiter and recite the exam. (question and answer or written test)
3. Learn the lobby service management rules and employee attendance rules by heart. (question and answer or written test)
4. Be familiar with the general process of hospitality. (question and answer or written test)
5. Be familiar with the reception rules of the banquet. (question and answer or written test)
6. Familiar with the basic knowledge of Sichuan cuisine. (question and answer or written test)
7. Be familiar with the characteristics of the hotel's recipes, drinks and main dishes. (question and answer or written test)
8. Be familiar with consumer psychology.
Third, language behavior training.
(Training requirements: 1, learn and demonstrate. 2. After the exam. It is not required to be complete, but you should be familiar with the main points. )
1, learn to remember the civilized language of hospitality.
2. Learn how to introduce yourself.
3. Learn how to ask customers.
4. Know how to recommend this hotel.
5. Learn how to give advice to customers and leaders and make self-criticism.
6. Learn to speak Mandarin and master the art of language.
7. Learn how the hotel answers the phone.
8, learn to communicate with customers and colleagues,
Fourth, service skills training.
(Training requirements: 1, each article will be explained by a special person, and will be demonstrated while explaining. 2. The waiter should keep records. 3. According to the practice points. )
How to greet guests?
2, how to guide the guests in place?
3. How to make tea for guests?
4. How to order food, side dishes, fill in the menu and place an order in time (the procedure of placing an order)?
5. How to serve food?
6. How to pour wine for guests?
7. How to set the table, fold flowers and arrange the dining environment?
8. How to adjust the order, tableware and countertops in the process of taking care of guests?
9. How to divide the dishes for the guests?
10. How to withdraw food for guests?
1 1. How to deal with the problems in food quality and service quality?
12, how to quit Taiwan Province?
13, how to see the guests off?
Verb (abbreviation of verb) 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 has ordered the food according to the menu and the kitchen hasn't done it yet?
3. What should guests do when they eat foreign objects such as steel balls, broken slag, caterpillars or other dregs?
4. What should I do if I accidentally let oil, water, drinks and tea run away? Dirty guests' clothes?
What should the guests do if they are not satisfied with the quality of food?
6. What if the guest complains that the service is not timely and the food is not served in time?
7. What if the guest wants to spend in a private room and the consumption standard is not enough?
8. What if the guest refuses to pay for food, drinks and services?
9. What if the guest misbehaves because of drunkenness and even destroys the public facilities and equipment of the hotel?
10. What should the guests do if they think the drinks provided by the hotel are fake and shoddy products?
1 1. What should I do if the guest accidentally breaks the dining utensils, entertainment utensils or furniture of the hotel?
12. What should I do when the guest misbehaves or talks to the waiter?
13. The guest asked the hotel for a gift after spending, but what did the hotel do?
14. What should I do if the guest spends too much time, which is beyond the off-duty time or affects the next meal time?
15. What if the guest accidentally forgets his personal belongings and you find them?
16. What if the guests spend less and ask for a discount?
17. What if the guest accidentally falls, scratches or has a soup injury?
18. What if the customer checks the consumption bill and finds that the cashier overcharged?
Hotel new employee training plan model essay 2020 (II) I. Training purpose
This part mainly emphasizes why training is generally to enhance service awareness and improve the quality and skills of employees.
Second, the training object
Trainers include hotel newcomers and on-the-job employees.
Third, the training content
Training requirements:
One: during the training period, the tooling and personnel are required to be clean and tidy.
Two: Hard objects such as mobile phones/cigarettes/keys and employees' three treasures are not allowed to be worn during the training.
Three: During the training, you are not allowed to joke, chat or fiddle, and report any problems loudly.
Four: when practicing the station, you should arrange the standard standing posture and position from high to low.
Training time 60 minutes:
15 minutes: physical training for all staff: requirements for cross-erection (including price evaluation of a single room)
15 minutes: Use the courtesy language of the waiter's seat.
30 minutes: the trainer will suggest several waiters to actually operate the orientation process (the rest of the employees will continue to take shape).
Provided by the seat:
Good evening and welcome to the North Shore of Gold.
2. VIPs, do you have a reservation?
Hello, distinguished guest. What is the name or mobile phone number of the subscriber?
Dear guests, hello. Can I arrange a China set meal for you?
5. The room rate is 348 yuan, and then 278 yuan is not invoiced. Do you think it's okay?
Hello, distinguished guest, this way to your room, please follow me.
7. How many distinguished guests are received on this floor?
Thank you, good evening, and welcome to the North Shore of Gold.
Hello, distinguished guest, please come to your room this way.
This is your room. Have a good time.
Hotel new employee training plan model essay 2020 (III) I. Training objectives
Through training, we can improve employees' service awareness, cultural quality and management service level, master hotel-style service operation skills, build brands and comprehensively shape "xx" professional team, and realize the leap-forward development of enterprises.
Second, the training principle
Unified planning, unified content, unified assessment and decentralized implementation.
Third, training methods.
Full participation, phased and hierarchical implementation.
1. On-the-job training: Provide targeted training for new employees in 20xx years, including basic property information, service etiquette, etiquette, management and service skills, etc.
2. On-the-job training: training and assessment of responsibilities, work standards and relevant business knowledge of various departments and positions before taking up their posts.
3. On-the-job training: Serialized and standardized training for different objects and locations.
Training methods: centralized teaching, open discussion, case analysis and learning experience summary.
Evaluation method:
1, oral test: the examiner's mastery of the training content through on-site questioning;
2. Written test: After each stage of training, a closed-book test is conducted to check the workers' acceptance of the training content and the training effect.
3. Spot check: At work, employees' acceptance of training content is randomly checked.
Four. Training content and schedule
1, public * * * course training
Understand the development process and present situation of the enterprise, be familiar with the employee code and various management systems of xx enterprise, abide by professional ethics, master service skills, enhance service awareness, carry forward team spirit and realize enterprise philosophy.
2. On-the-job course training
Be familiar with job responsibilities, work flow, operating norms and management system, improve service level and business skills, enhance service awareness, and strive to do their own work.
Hotel new employee training plan model essay 2020 (IV) Staff training and departmental service quality inspection are the key points throughout 20xx. The theme of "building a learning enterprise and being a smart employee" runs through it. Actively explore practical ways to create a learning organization, promote the overall improvement of staff quality, strive to save resources for hotel development, and consolidate the basic skills of staff.
20xx employee training aims at the hotel's development and job demand, effectively improving employees' awareness of the importance of training, actively guiding employees to study consciously, mastering service skills, enhancing job competitiveness, cultivating employees' self-confidence, cultivating a high-quality staff team with high service quality and unique skills, and constantly strengthening the brand image and market competitiveness of Yijiaxian.
The training work takes stores (departments) as the basic training unit. Carry out the training principle of combining operation skills, service skills and service attitude, and organize the implementation of the training mode of filling vacancies in one post and being versatile in one post. It is expected that targeted training will be carried out in three aspects to continuously improve employees' job awareness and job skills.
First, professional skills training.
Brand-new management ideas and concepts have become an urgent knowledge demand for hotel employees, including managers. So this year, we are going to increase the training of professional knowledge for managers. If conditions permit, some employees will be sent to participate in some scientific research and training of tourism management majors, so that hotel management tends to be standardized and standardized. At the same time, it also strengthens and improves employees' loyalty to the enterprise. Yi Jiaxian first solved the problem of employee turnover rate in the catering industry.
Hotel lobby is an important window to create quality service and enhance corporate image. Lack of service skills and nonstandard operation procedures will inevitably have a vital impact on hotel management. Therefore. This year, we will strengthen standardized service process training and continuous skill competition, and strengthen the continuous improvement of employees' service skills. In the training of service skills, we should combine outsourcing with "in-house training" and make greater efforts to successfully complete this task in the case of business and training.
In view of the pre-job training and assessment of hotels years ago, the basic service theory and operation skills are generally not strong. This year will be regarded as a key point to improve the quality of employees. If conditions permit, organize front-line staff and service personnel to tackle technical problems in the second half of the year.
Second, the new employee training
New employees are a new force in hotel management activities. Improve one's own quality, master job skills skillfully, and let oneself upgrade synchronously with the fast-developing hotel as soon as possible. According to the principle of "training while working", new employees are trained in a planned and step-by-step manner. Employees' manuals, safety knowledge and service skills should be regarded as basic training contents, and they should be included in one of the conditions for formal installation after passing the examination.
Third, professional multi-functional training
"Building a learning team and being smart employees" is the theme of hotel training in 20xx. It is the starting point of our work to cultivate a versatile and versatile compound talent. Therefore, this year we will start training from these two aspects.
In order to improve the service level, some business backbones are sent to some professional schools and training institutions for training and learning relevant business knowledge.
Follow-up training of different kinds of skills will be carried out in some positions in the store, so as to strengthen the flow of personnel, solve the problem of shortage of personnel in emergencies, and provide necessary conditions for employees to master service skills in an all-round way, and strive to be versatile and intelligent employees.
Fourth, quality inspection.
"Employees will only do the work we check and will not do the work we ask." This is a disadvantage of the hotel at present, and it also shows that some employees are not motivated, do not pay attention to rules and regulations, and have low team awareness and execution. Therefore, this year we will comprehensively improve and gradually solve some existing problems through the combination of training and inspection.
Elegant environment and clean sanitation are prerequisites for catering enterprises to operate. The first sanitary quality inspection in 20xx. Formulate health quality inspection standards and rules, store health checklist and company health quality checklist. It is planned that all shopping malls (departments) will be inspected three times a week next year and recorded. Form a three-level inspection system, the first is the inspection of the heads of various departments in the store. Followed by the store manager. Then there is the company's quality inspection. With such frequency of examination, the overall health will be comprehensively improved.
Service quality and service attitude are important signs reflecting the whole hotel management level and hotel grade, and they are also one of the issues that many hotels have been talking about. The service is endless. We will change it through supervision and inspection. Gradually adopt the method of "training instead of training and inspection management" to promote the improvement of service quality, strengthen the use of customer comment cards, and formulate detailed rules for the implementation of service quality. Promote employees to reach a new understanding and improvement of the service concept.
Verb (abbreviation for verb) Other management assistance and related aspects.
1, the management of staff dormitory has reached a new level. Create a picture data file. In-store cooperation is required to do at least one recorded safety inspection and accommodation inspection every week.
2. Assist the store to do some daily auxiliary work and some reception tasks.
3, take seriously every work and task assigned by the leadership.
4. Making and selecting basic training materials for hotels.
Hotel new employee training plan model essay 2020 (5) I. Training objectives
1, overall goal
Cultivate personnel with the following conditions: master the basic knowledge of restaurant service, be able to use basic skills, independently complete the professional service procedures, and achieve first-class service quality.
2, service quality training objectives
Through training, students can master the concept of enterprise management and service, the quality requirements of restaurant waiters, the etiquette norms of catering service and various reception service skills, learn to package themselves with etiquette, consciously create a good professional image, create a good service atmosphere, improve the comprehensive service quality, enhance their loyalty to enterprises, enhance the cohesion of the team, and lay a good foundation for rapidly and comprehensively improving the service level of restaurants.
3, operation skills training objectives
Through training, students can master the basic skills and processes of restaurant service, improve their language expression ability, adaptability and psychological quality in practical work, and flexibly apply what they have learned to practical work to provide satisfactory services for guests.
Second, the teaching requirements
(A) service quality training requirements
1, the importance of corporate image building and personal image building of restaurant waiters.
2. The meaning, concept and mode of service.
3. Quality requirements of restaurant waiters
4. Professional ethics requirements of restaurant waiters
5, the basic requirements of restaurant waiter courtesy.
6, the basic requirements of restaurant waiter gfd etiquette.
7. Polite expressions commonly used in restaurant service
8. How to establish the concept of "front desk staff are hotel customers" and strengthen the cooperation between front and back offices?
9. Communication skills of guests
10, memorize the guests.
1 1, language skills
12. Build an effective team
13. How to create and retain guests
14, telephone etiquette
How to greet guests?
Third, the teaching plan arrangement
1, course tasks and descriptions
Through training, students can master the theoretical knowledge and operational skills of restaurant waiters. After the training, students should be able to work independently and complete the daily reception and hygiene work of restaurant service.
In the teaching process, we should pay attention to strengthening skills training on the basis of theoretical teaching, so that students can master theoretical knowledge and operational skills through practical training.
2, curriculum and class allocation table
3. Teaching requirements of service quality training
Through training, students can master the concept of enterprise management and service, the quality requirements of restaurant waiters, the etiquette norms of catering service and various reception service skills, learn to package themselves with etiquette, consciously create a good professional image, create a good service atmosphere, improve the comprehensive service quality, enhance their loyalty to enterprises, enhance the cohesion of the team, and lay a good foundation for rapidly and comprehensively improving the service level of restaurants.
4. Teaching requirements of operation skill training
Through training, students can master the basic skills and processes of restaurant service, improve their language expression ability, adaptability and psychological quality in practical work, and flexibly apply what they have learned to practical work to provide satisfactory services for guests.