All service personnel working in the hotel should accept the assessment organized by the hotel.

Main evaluation items (to be scored and evaluated):

1. Write 1 Resume and brief introduction of family status (archive).

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 services such as dried vegetables and water supply can achieve the effect?

What basic conditions do you think a good hotel should have?

5. What basic qualities do you think a good waiter should have?

6. What do you think is the most important thing to get along with people?

7. What do you think is the basic service process from customers entering the store to leaving?

8. Do you know what are the most famous cuisines in China?

9. What do you think are the main features of Sichuan cuisine?

10. What do you think you should do or express when you have conflicts with hotel leaders and colleagues?

1 1. What should you do when you are dissatisfied with the work assigned by the leader or think it is not suitable for you?

12. How do you think customers should be treated?

13. hotel interests, customer interests and personal interests, who do you think is the first and who is the second?

14. What should guests do when they are dissatisfied with the service and food?

15. What do you think makes a person rich or promising?

16. Please set a table for five.

Evaluation requirements: ① evaluate the evaluation results; (2) Determine the training goal according to the weakness; (3) Understand the future of training and job use.

Second, the catering service knowledge training

Recite the length of the employee code, and take the test after memorizing it; 2. memorize the duties of the waiter and recite the exam; 3. Memorize the lobby service management system; 4. Memorize employee attendance rules; 5. Be familiar with the general procedures of reception; 6. Be familiar with the preparations for the reception; 7. Be familiar with the reception specifications of the banquet; 8. Familiar with the basic knowledge of Sichuan cuisine; 9. Be familiar with the menu, drinks and characteristics of the main famous dishes in this hotel; 10. Be familiar with the consumer psychology of customers.

Training requirements: (1) study hard before the exam; (2) the above items, one by one, one by one study exam; (3) Explain before learning, and the knowledge of Sichuan cuisine is taught by the chef; (4) the assessment should be scored.

Third, language behavior training.

1. Learn to remember the civilized language of hospitality; 2. Learn how to ask customers; 3. Learn how to introduce yourself; 4. Know how to introduce and recommend this hotel; 5. Learn how to make suggestions and self-criticism to customers and leaders; 6. Learn to speak Mandarin and master the art of language; 7. Learn how the hotel answers; 8. Understand beauty and dressing; 9. Learn facial expressions and expressions; 10. Learn how to stand, walk and stare; Ll。 Learn to sing and dance in general occasions; 12. Learn to communicate with customers and colleagues.

Training requirements: (1) demonstrate while learning; (2) after the exam; (3) Do not require completeness, but be familiar with the main points.

Fourth, service skills training.

How to greet guests? 2. How to guide the guests to their own positions? 3. How to make tea for guests? 4. How to order food, side dishes, fill in recipes and deliver them in time; 5. How to serve food? 6. How to drink for guests, 7. How to set the table, fold flowers and arrange the dining environment? 8. How to prepare dishes, tableware and countertops during the customer's meal? 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 withdraw the station? 13. What's the matter? 14. How to turn on the computer for the guests? 15. How to see the guests off?

Training requirements: (1) Each item must be explained by a special person; (2) the waiter takes notes; (3) demonstration of explants; (4) Exercise according to the main points.

Verb (abbreviation of verb) business training

1. How to introduce yourself skillfully to the guests? 2. How to briefly introduce the origin and characteristics of this hotel to the guests? 3. How to recommend the hotel's famous dishes and drinks to customers according to their consumption requirements? 4. How to introduce the benefits of this hotel to customers by comparing with other hotels around? 5. How to arrange the dining position for customers flexibly? 6. How to talk to customers according to their needs and dining atmosphere? 7. How to order food for customers and determine the consumption standard? 8. How to keep close relationship with customers after dinner? 9. How to deal with customers' dissatisfaction with the quality of catering services? 10. How to deal with improper demands of customers?

Training requirements: same as the fourth part.

Six, health and epidemic prevention, fire safety knowledge

1. Learn how to maintain personal hygiene and develop good hygiene habits; 2. Learn to master food hygiene requirements and systems; 3. Learn the knowledge and methods of tableware hygiene maintenance; 4. Learn about cleaning and maintaining the dining environment; 5. Learn the knowledge of safe electricity use and troubleshooting methods; 6. Learn the knowledge of safe use of fire and fire prevention and handling methods; 7. Learn safety protection knowledge when going out; 8. Learn the safety knowledge of dealing with all kinds of people in society.

Training requirements: (1) Familiar with basic systems; (2) Know how to handle and identify; (3) Explain and demonstrate.

Seven, service cases and operation training

1. What should I do if I write the wrong menu or send the wrong food? 2. What if the guest orders according to the menu and the chef doesn't order? 3. What should the guest do after eating the hooks, glass slag, mosquitoes and flies in the dish? 4. What should I do if I accidentally get oil, water, tea and drinks? Dirty guests' clothes? What should guests do when 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 enter the private room and the consumption standard is not enough? 8. What should I do if the guest refuses to pay because he is not satisfied with the food, drink and service? What should guests do if they misbehave or even destroy the hotel's catering and entertainment equipment because of drunkenness? 10. What should the guests do if they think the cigarettes, alcohol and 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 the guests do when they have deviant behavior or inappropriate actions or language towards the hotel service staff? 13. What should I do if the guest asks for a gift from the hotel after spending, but the hotel doesn't have it? 14. What should I do if the guest spends too much time, which has exceeded the off-duty time and even affected the preparation of the next meal? 15. What if a guest accidentally loses his personal belongings and can't find them? 16. What should I do if the guest spends a small amount and asks for a discount? 17. What if the guest asks for singing but doesn't want to pay? 18. What should I do when a guest falls, cuts or burns carelessly? 19. What should I do if the guest doesn't bring enough cash and checks and needs to eat in the hotel? 20. What should I do if the guest asks to check the consumption bill and finds that the cashier overcharged?

Comments: The success of this plan lies in its combination of evaluation and training. The training of many catering enterprises has not done this. It should be said that the training is targeted. Different employees have different backgrounds, experiences and business knowledge, so their training focuses are different. During the training, in view of the shortage of employees, targeted "teaching students in accordance with their aptitude". One of the ways to understand the specific characteristics of employees is to take the entrance examination. The entrance examination of this case covers many aspects including business knowledge and skills, so as to judge the shortage of employees and carry out targeted education in the training. There is a great similarity between the assessment content and the training content in this scheme, which shows the closeness between them. In addition, the combination of in-store evaluation and training also helps management to determine the positions of employees.