Restaurant training plan 1 training theme:
Cultivate loyal and happy employees
Training purpose:
Keep pace with the times, be efficient and versatile, combine work with study, and make comprehensive evaluation.
Importance of training:
Training is important because:
Training is a filter-training can remove attitudes, concepts and behaviors that are not conducive to hotel development;
Training is a palette-training can improve employees' cognition and recognition of hotel culture and behavior;
Training is a magnet-training is conducive to improving the cohesion and competitiveness of hotels and promoting team spirit.
Training objectives:
Our knowledge training includes our founding background, geographical location, architectural style, business philosophy, business characteristics, customer situation, organization, rules and regulations, our product knowledge and so on, so that employees can have a comprehensive understanding of their "home".
Politeness training includes strict requirements on appearance, appearance, manners, expressions, eyes, language and movements, and how to respect the religious beliefs and customs of guests. Employees must be trained in politeness knowledge and master the requirements of the hotel for practitioners in the above aspects, so as to show respect for guests from time to time in future services.
Holistic consciousness training consciousness determines people's behavior and behavior forms habits. Therefore, when training employees, we should also cultivate their overall awareness, such as service awareness, role awareness, quality awareness, team awareness, obedience awareness and so on.
Business training employees' business training can be carried out from two aspects: knowledge and skills. Sufficient knowledge, not too much and too deep, can help employees to carry out their work smoothly; Skills focus on the specific operation process of this position, and try to let employees master the necessary service skills. In addition, employees should be trained in basic emergency response capabilities. Improve their ability to deal with unexpected problems.
The cultivation of spiritual consciousness The training of modern hotels and hotel employees is not only the cultivation of skills and technology, but more importantly, it is to instill spirit or cultivate certain concepts in the trainees. With a kind of spiritual support and superb technology, employees will do better service.
Training process:
register
Distribute materials (guided self-study)
Door-to-door examination (5 books in total)
Performance feedback (fixed cycle)
On-site guidance (later)
Examination and certification (closed book)
Training content:
(1) Catering professional knowledge, including food, beverage, cooking, nutrition and food hygiene, tableware equipment knowledge, etc.
(2) Basic catering services, including setting tables, folding flowers in meals, pouring wine, serving and dividing dishes.
(3) Service skills such as politeness, civility and adaptability.
(4) Mandarin and language skills.
(5) Staff rules, job responsibilities and operating procedures.
(6) Strengthen service awareness and implement the principle of "guests first, guests first".
(7) Handling guest complaints, answering questions and case studies.
(8) Social knowledge and psychological knowledge.
(9) Folklore and common sense of life.
Lesson 1 of Restaurant Training Plan 2: First, each employee introduces himself, his name, hometown, hobbies, etc. Enhance understanding among employees.
Lesson 2: Understand the company's rules and regulations, management structure and the basic product characteristics of this restaurant, and explain the employee welfare and service concept.
Lesson 3: employee gfd, basic courtesy terms of floor service.
Lesson Four: Five Requirements of Catering Service and Operation Process of Restaurant Waiters
Lesson 5: How to keep repeat customers at the front desk and how to coordinate with the backstage staff.
Lesson 6: Standardize polite expressions and operational procedures.
Lesson 7: Reception process on the ground and face (detailed explanation)
Lesson 8: Basic knowledge of wine, price and pour method.
Lesson 9: Preparation for pre-meal cooking, main materials and other ingredients for pre-meal cooking, and services that senior waiters should master.
Lesson 10: Book the welcome ceremony, order food, see off guests, set the tray, serve food, sell wine and close the table.
Lesson 11: Service Procedures and Preparations for Large Banquets.
Lesson 12: How to be an excellent waiter?
Lesson 13: Detailed process of hall service.
Lesson 14; Solve problems in the restaurant.
Lesson 15; Safety and fire fighting knowledge.
First, provide people-oriented training content.
Restaurants serve customers. In addition to the general demand for food, customers also have special needs that vary from person to person, and their satisfaction evaluation of restaurant employees also has different standards. The complexity of customers' needs makes the work of restaurants very difficult. It requires employees to be aware of and be good at analyzing the complexity of customers' needs at work and make corresponding treatments. Therefore, the content of employee training should also include two basic contents, namely, standardized service and personalized service.
personalized/individual service
1. During the training, we designed solutions for employees on many occasions, for example, the guests were drunk, picky and in a bad mood. Through the analysis of the scene, we made a solution, that is, we adopted personalized service.
For example, restaurants should be polite when they encounter customer complaints. First of all, dispel the anger of customers. I think, no matter who eats what kind of foreign body at dinner, his heart must be unhappy. (Of course, there are also a few people who make trouble without reason. Such people should be few and far between, but there is no denying it. ). How? Look at the problem from the customer's perspective. How to deal with extremely angry customers and how to do it, no matter how angry they are, you still greet them with a smile. If this is the case, no matter how many "prickly" customers will be satisfied and will melt the iceberg ... these will not be summarized in a few simple words. She must constantly sum up and improve in practice, and must combine the universality of catering industry with the personality of our restaurant. Furthermore, the cooking of dishes, when to put the best seasoning, how much to put, the color matching of dishes and so on. , should be standardized.
2. Individualization also emphasizes the cultivation of employees' personal charm. When training, we should know the personality characteristics of each employee through tests and highlight a person's service personality. For example, one person has a good service attitude, another person has strong communication skills, or one person has strong coordination skills. Serve different customers through outstanding personality.
3. Through the training of employees, the division of labor after training is targeted according to personal charm and characteristics, and everyone's strengths are fully exerted, and the most suitable positions will be arranged according to personal characteristics.
Standardized service
Standardization includes two levels, one is the standard of service procedures for service personnel, and the other is the standardization of technical personnel's work. Every waiter has the same procedure for greeting guests, and every sentence he says is also taught by training. What dishes are introduced first, what dishes are introduced later, and even how much wine is poured in the cup is the same. This is the result of training standardization. These things are quantified before training, and employees should practice them one by one during training. Technicians in the catering industry mainly refer to employees who work in the kitchen. In order to standardize, all training contents should be quantified, such as the time of a dish in the pot and the amount of a seasoning in a dish, so that employees can operate according to the standard. In this way, through strict standardized work training, every process in restaurant work, from manager, chef, waiter to PA; From the aspects of food quality, food cleaning, cooking, bills, service language, body language and so on. We can all act according to the rules and rewards and punishments can be based on evidence.
Second, cultivate people-oriented and customer-oriented service consciousness.
In a high-standard restaurant, customers should not only enjoy delicious food, but also enjoy humanized service. Therefore, the training of restaurant staff should first start with changing the employees' concept, so that they can firmly establish the concept of people-oriented and guests are God.
The establishment of this concept cannot rely on coercion and exhortation, but first depends on interpersonal communication. Between trainers and employees, between employees and guests, between employees and management, it is necessary to build a bridge of communication and create an inclusive and progressive atmosphere. Reasonable and smooth channels should be set up to reflect the opinions of all parties. Only when restaurant employees are willing to reflect their opinions and make suggestions on restaurant work can the development of restaurant work be promoted. Therefore, in the process of training, we should consciously strengthen the enthusiasm of employees in interpersonal communication. Secondly, the training should also clearly define and divide the functional positions of restaurant employees. It is necessary to emphasize the service nature of employees' work and resolutely oppose ignoring customers' behavior and arrogant and impetuous attitude in employees' work. Thirdly, employees who can't agree with the nature of restaurant work and service should rely on the mechanism of promotion and demotion. Employees feel that their ability is not limited to washing dishes, they can become chefs or enter the restaurant management by their own skills. Only in this way can people do their best and not waste resources.
Third, management training (that is, managers and foremen)
The staff training in the catering industry is mostly based on the skills training of service personnel. More importantly, it is necessary to integrate all-staff training. In addition to the service skills training of ordinary staff, it is also necessary to train grass-roots and middle and high-level managers. The position of manager should be fixed and not fixed. The former is directly designated by the company's top management, while the latter is determined by fair competition among employees. Only in this way can we strengthen the practical connection between managers and restaurant work. In training, different management development manuals should be formulated for different positions, and the training content should be aimed at the different characteristics of the two types of managers. In the training process, managers should first learn the contents of the Management Development Manual by themselves and complete the specified activities. Then, it is necessary to strengthen communication and exchange at the management level and encourage the creation of an environment for mutual learning and sharing. Finally, after the training, managers should apply what they have learned to their work, and the training group should also organize special personnel to follow up, check and assist.
In a word, our training is planned, not carried out blindly, and we will have a plan to clarify what kind of purpose the training should achieve. At the end of the training, the examination is required, and the unqualified personnel are eliminated. According to the results of personal training and assessment, linked to wages, the service level is divided, rewards and punishments are clear, and the enthusiasm of our employees is improved. Our training work is not a simple class, but to improve the quality, cultivation and post awareness of employees through training. All this requires the active cooperation of the restaurant supervisor and the efforts of all parties, and we will achieve it through scientific training.
Fourthly, the performance evaluation of personnel training.
After the training, the exam will be concentrated and divided into theory and practical operation. The assessment results can be used as the basis for formulating employees' salaries. Practice exams can be organized by evaluation teams. There are three ways to evaluate the training results.
The first is theoretical evaluation, which gives employees a practical case, so that they can make an analysis and come up with the best solution.
Second, the actual operation, such as the service technical level of grass-roots employees, can be performed live, and the situation before and after training can be compared through video. For the effect of supervision training, the site can be arranged on site for employees to operate. Through training, theory is integrated with practice, and practical operation is particularly important. After the training is over and up to standard, we will go to work. Now everyone pays attention to holding certificates (our post-training assessment will be the best).
The third is to follow up the trainers for two to three months. After the training, it is necessary to investigate the situation of the trained employees, and give assistance to the employees who can't use the training knowledge to handle practical affairs as appropriate or designate them to participate in the training again (we will continue to train the employees who need assistance at noon in the future and pass the examination).
Just as before our restaurant opens, or in front of a group of new employees, we must have a clear goal. In order to achieve this goal, it is necessary to carry out staff training.
Employees' gfd regulates polite language and operating procedures.
1. When the guest enters the restaurant, the customer should take the initiative to come forward and ask the guest enthusiastically, "Hello, sir/madam! Welcome, how many people are there? " When the guest answered, he asked, "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, "Mr. xx, this is our menu." Then ask the guest: "hello, what kind of tea would you like to drink?" We have Pu 'er tea, scented tea, Tieguanyin and so on. 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. Tell 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.
3. The waiter stood guard on the desk in charge, greeted the guests with a smile, helped the customers arrange the guests to sit down, bowed slightly and said, "Hello, sir/madam, welcome!"
Pull the chair, please sit down. Pull out the chair first. When she sat down, she slowly brought the chair close to the dining table, said "Sir/Miss, please sit down", and made an invitation gesture to ask the customer's name.
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 confused about the name, we can explain it like this: "It is convenient for us to call you" or "When the guest asks about you, it is convenient for us to find it."
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, "Mr./Ms. xx, 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: Tea should be served on the guest table with snacks and mustard sauce. 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 went up to him with a smile and asked, "Sir/Madam, do you need beer, drinks or juice?" Fortunately, we have xx juice. 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. After the dish comes on stage, open the lid, say the name of the dish and make a gesture of "please enjoy your meal".
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 dining table are full, but the next one is not enough, we should ask the guests for advice as the case may be, and assign the least remaining dish on the dining table to the guests, or put it on another dish or remove it, and then take 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 you finish the last course, you should take the initiative to tell the guest "Sir/Miss, your order has been served" and ask the guest whether 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, according to the type of fruit, send a bone plate, a fruit fork, etc. , put the fruit on the guest's table and introduced, "Mr./Ms. xx, this is from our restaurant manager. Please enjoy it. "
17. Send a hot towel to check out. When paying the bill for the guest, you need to use the cashier's clip, open the cashier's clip on the guest's right and say, "Mr./Ms. xx, thank you (how much)." After receiving the change, guests should also say thank you. Pull up a chair to see the guests off, say "Enjoy, welcome next time" and other farewell words.
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, cushions and towels first, and then collect cups, wine glasses and porcelain.
20. Clean up the existing 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. Call back after greeting, and then say hello to avoid the trouble of confusing identity and dialing the wrong number. For example, "Hello, this is Nanhu fishing village. Can I help you? " Don't say anything yourself, just ask the other person "who are you, which company you work for, what can I do for him, etc." This is very impolite. It is also worth noting that the order of the first sentences of hello, 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 in answering the phone. We can compare our hearts. If you go to make a phone call, you will meet someone who asks rudely, "Hello, who are you looking for?" Not here! "Click, hang up the phone. If you call him again to ask where he is, the other party will reply impatiently: "I don't know, didn't I tell you that he is not here?" "Why did you call again? Really annoying. " What's your mood at this moment?
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 the scene where Ying Zhou, the public relations manager, answered the phone many times in the TV series Miss Public Relations. After she picks up 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.
Restaurant training plan scheme 3 I. Training objectives
According to the company's job requirements for restaurant waiters, through systematic study, excellent service personnel are trained, so that the trained waiters have good professional ethics and code of conduct, and master the basic knowledge and operational skills of restaurant service.
Second, the training object
On-the-job service personnel in all stores of the company.
Three. training course
On-the-job training course adopts the combination of ability modules, which consists of seven training modules, such as company management project, professional quality of restaurant waiters, basic skills of catering service, wine service, serving and side dishes, changing tableware and basic process of restaurant service.
Fourth, the training form
Part-time, study in batches.
Verb (abbreviation of verb) training content
1, the company manages the project of restaurant waiter training.
1. 1 Pay attention to professional ethics
(1) Abide by discipline and law: understand and abide by the duties and obligations of citizens and practice in a civilized manner; Understand the content of "five loves" advocated by the state.
(2) professionalism: cultivate good qualities of punctuality, trustworthiness and discipline; Cultivate the good quality of respecting the old and loving the young, being diligent and eager to learn; Cultivate good qualities of being helpful and striving for perfection.
(3) Working principles: self-respect, self-love, self-confidence, self-reliance and self-improvement.
1.2 company employee handbook
1.3 company management system
2. The professional quality of restaurant waiters
2. 1 professional ethics and job responsibilities: the professional ethics of restaurant waiters; Responsibilities of greeters, bleachers and food delivery staff
2.2 Customer's eating habits and dining psychology: the eating habits of various regions in China; Eating habits of ethnic minorities; Eating habits of Asians in Europe and America; Dining psychology of guests
2.3 Basic knowledge of food hygiene: characteristics of public catering industry; Hygienic management of public catering industry; Personal hygiene requirements of waiters; Environmental hygiene requirements of restaurants; Prevention of food poisoning; Tableware cleaning, disinfection and hygiene
2.4 Food and beverage service safety: fire prevention and treatment: theft and accident prevention and treatment.
2.5 Catering service etiquette: the basic requirements of polite service; Service reception etiquette; Understand the requirements of dress and sanitary decoration; Learn to stand, walk and operate correctly.
3. Basic skills of catering service
3. 1 end support skills: understand the types and functions of pallets; Master the methods of light trust and heavy trust; Learn to walk with end supports.
3.2 napkin folding: understand the functions and types of napkins; Basic skills of napkin folding; Types and placement of napkin flowers; Napkin folding atlas
3.3 Table setting service: Understand the basic requirements for setting tables for Chinese and western meals.
4. Wine service
4. 1 Understand the classification and characteristics of Chinese and foreign beverages, teas and soft drinks: Understand the classification and characteristics of Chinese beverages; Understand the classification and characteristics of foreign beverages; Understand the classification and characteristics of soft drinks; Understand the classification and characteristics of tea.
4.2 Skills and processes of wine service: learn how to ice and warm; Pay attention to the pouring sequence; Master the operation essentials of wine service
Step 5 serve and divide dishes
5. 1 understand the knowledge of dishes: understand the characteristics of Chinese food; Understand the main characteristics of western food.
5.2 Serve dishes separately: understand the operating essentials of serving Chinese and western food; Master the basic methods of dividing Chinese and western dishes.
6. Change tableware
6. 1 change the tableware on the Chinese dining table: learn how to change the tableware; Know the correct steps to close the station
6.2 Replace the tableware on the western table: understand the collocation rules of western dishes, tableware and drinks; Understand the special requirements for changing tableware on western food tables.
7. Basic procedures of catering service
7. 1 master the reception service of Chinese and western food: understand the characteristics of zero service; Master the requirements of group meal package service; Understand the coffee shop service procedures
Instructor of intransitive verb training
Long-serving employees, restaurant lobby managers and general managers
Seven. Training time
Every Monday to Friday, 10:30 to 12:00 for one month.
Eight. Training places and equipment
In the dining room, all the facilities in the dining room
IX. Evaluation Methods
1. Exam: After the waiter completes each training module in the curriculum, the trainer will give the trainees a stage test by means of written test and oral test.
2. Assessment: It embodies the training concept of "taking skills as the final result". The evaluation team formed by the company conducts on-site evaluation of the waiters in the training base. The assessment can take the form of on-site operation, oral question and answer, simulation operation, examples and so on, focusing on checking the job skills of waiters.
X. adjustment mode
It can be adjusted to Saturday or Sunday evening, and the specific time is unchanged, but it needs to be approved by the general manager and agreed by more than two-thirds of the trainees.
XI。 Training budget
It belongs to internal training, and the lecturers are all restaurant employees, so they don't need much budget. During the training, a snack was prepared for each student, and some allowances were given to the lecturer. The initial budget is less than 30,000 RMB.