Restaurant Quality Training Plan 1 1. Entrance Examination
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?
4. 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 for customers from entering to leaving the store?
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 contradictions or 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, what do you think should be done to treat customers?
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 is the main reason why a person becomes 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
1, recite the employee code, and then 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, familiar with the reception standard of the banquet;
8. Familiar with the basic knowledge of Sichuan cuisine;
9, familiar with the hotel's recipes, wine knowledge, and the characteristics of the main famous dishes;
10, familiar with the consumer psychology of customers.
Training requirements:
(1) memorize 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 memorize civilized terms for 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. Understand how the hotel answers the phone;
8. Understand the knowledge of 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) learning demonstration;
(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 in place?
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 give a guest a drink?
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 quit Taiwan Province?
13, how to settle the account?
14. How to open a song for a guest?
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) According to the practice points explained,
V. Business Public Relations 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 in touch with customers after eating, close the relationship with customers?
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 Part IV,
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 the knowledge of safety protection when going out;
8, learn to deal with all kinds of social personnel safety knowledge,
Training requirements: (1) Familiar with basic systems; (2) Know how to handle and identify; (3) explanation and demonstration,
Seven, 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 orders according to the menu and there is nothing in the kitchen?
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 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 should I do if the guest refuses to pay because he is not satisfied with the food, drink and service?
9. What if a guest misbehaves or even damages the hotel's catering and entertainment equipment due to 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 should I do if the guest asks him to sing but is unwilling to pay?
18. What should I do when a guest falls, cuts or burns carelessly?
19. What if the guest needs to eat and spend in the hotel and doesn't have enough cash and checks?
20. What should I do if the guest asks to check the consumption bill and finds that the cashier overcharged?
In order to better understand their job responsibilities and the company's various rules and regulations, service skills, etiquette and other requirements, better serve the guests and prepare for the opening, the following training is specially done.
I. Director of Food and Beverage
Under the leadership of the resident manager, be fully responsible for all the operation and management of hotel catering, understand the present situation and development trend of the catering market, understand the service to customers and the innovation of catering products, improve service and operating procedures, ensure product quality standards and hygiene requirements, reasonably control costs and gross margins, improve customer satisfaction and increase economic benefits.
Responsibilities: planning and reporting, policies, standards and processes, performance evaluation, human resources, business management,
2. Assistant Director of Food and Beverage Department
Assist the Food and Beverage Director to be responsible for the operation and management of food and beverage services, and be responsible for improving and improving the services of various business points to ensure the provision of quality services and products for guests.
Third, the executive chef.
1. Under the leadership of the Food and Beverage Director, be fully responsible for the command and management of kitchen organization and operation, draw up the staffing of each kitchen, propose the kitchen management candidates, organize the formulation of kitchen management systems and working procedures, and supervise the implementation of subordinates. Attract customers and control food costs by designing and making distinctive dishes.
2. According to the business objectives and production tasks issued by the Food and Beverage Department, be responsible for the development of Chinese and western food markets and the formulation of development plans.
3, in conjunction with the restaurant manager, according to the budget and grade of each restaurant, study and determine the catering gross profit margin standards such as zero point, banquet and team, control cost accounting, report to the director of catering for approval, and supervise the implementation of each kitchen.
Fourth, the food and beverage department clerk
1, master and implement the hotel's policies and operating specifications.
2. Under the leadership of the Food and Beverage Director (Manager), be responsible for the clerical work of the Food and Beverage Department, and assist the Food and Beverage Director in handling the sending, receiving and management of relevant letters and official documents; Do a good job of sorting out and printing monthly and annual plans and summaries, and be responsible for establishing and sorting out documents and files of the food and beverage department.
3. Make various reports of the department, keep them in different categories, and bind and file them regularly.
4. Attend the regular meeting of the department and keep the meeting records.
5. Do a good job in English translation of various documents and statements, and be responsible for collecting and purchasing information.
6. Be responsible for the attendance of personnel in the Food and Beverage Department, and the accounting and distribution of bonuses, wages, subsidies and labor insurance and welfare articles for employees.
7. Do a good job in the collection, storage and recording of all kinds of office supplies in the office of the Food and Beverage Department, control office expenses, and do a good job in office hygiene.
8. Do a good job of daily reception in the office, answer the phone, receive visitors, make records, properly handle them, and accurately convey the instructions of superiors.
5. Chinese restaurant manager
1. Responsibilities: Responsible for the daily operation and management of Chinese restaurants, ensuring a comfortable dining environment and good service to attract tourists, and obtaining the best benefits by providing procedures and high-standard services for guests.
2. Specific responsibilities:
3. Under the leadership of Assistant Director of Food and Beverage Department, be responsible for the daily operation and management of Chinese restaurants.
4. Make annual and monthly management plans for Chinese restaurants, lead restaurant staff to actively complete various reception tasks and business indicators, and strive to increase restaurant sales revenue; Analyze and report the annual and monthly management of the restaurant.
5. Attend the regular work meeting presided over by the Food and Beverage Director (Manager) and put forward reasonable suggestions. Fully grasp the reservations and important reception activities of Chinese restaurants, and preside over relevant meetings of Chinese restaurants.
6. Chinese restaurant foreman
1, under the leadership of the restaurant manager, implement hotel management policies and various rules and regulations, and be responsible for the daily management and reception of the team.
2. According to the annual and monthly work plan of the restaurant, lead employees to actively complete various reception tasks and business indicators, strive to increase the sales revenue of the restaurant, and report the daily business reception.
3. Attend the regular meeting of the department, put forward reasonable suggestions, understand the daily reception and reservation, and hold regular pre-shift meetings.
4. Organize and lead the staff to complete the daily reception work, check the energy-saving status, cleanliness and service quality of goods and facilities in time, make them conform to the specified norms and standards, and ensure efficiency, safety and reliability.
5. Fully grasp the guests' dining situation in this area, consult the guests' opinions and suggestions in time, solve problems and handle the guests' complaints.
6, reasonable arrangement of personnel scheduling, ensure the cohesion of each link, make the reception work completed smoothly.
7, fill in the daily work log, do a good job in restaurant sales and service statistics and the establishment of customer history files.
8. Regularly evaluate the attendance and performance of employees in this team, organize and implement relevant training activities, keep abreast of employees' ideological status, work performance and business level, and do a good job in developing and cultivating restaurant talents.
Seven, Chinese restaurant greeter
1, obey the arrangement of the foreman and do a good job of introduction according to the working procedures and standards.
2. Fully grasp the reservation information, accept and arrange the guest reservation during the meal, register and notify the service personnel.
3, take the initiative to greet the guests warmly, introduce the restaurant or hotel facilities to the guests in time, answer the guests' inquiries, and maintain a good service image.
4. Timely and accurately select and guide the dining guests to the table they are satisfied with, arrange the guests to dine and hand over the menu and wine list. Handle guest relations when there is no table.
5, responsible for keeping the menu and wine list, found damaged timely replacement, keep it in good condition.
6. Ask the guest's opinions and suggestions in time, record the guest's relevant information, collect the guest's historical file information, and communicate with the service personnel in time to improve the guest's satisfaction.
7. Replace and keep the restaurant linen, ensure its normal use, and report the shortage and loss to the foreman in time.
8, after the shift, and the next shift to do a good job of handover. After the business is over, do a good job in the sanitation of the area under its jurisdiction and do a good job in finishing the work.
Eight, Chinese restaurant waiter
1. Obey the arrangement of the head waiter, closely cooperate with the food delivery staff, and provide efficient and high-quality catering services for guests in terms of ordering, serving, wine service and checkout in accordance with working procedures and standards, so as to maintain a good service image.
2, do a good job of pre-meal inspection, and put the table according to the standard, and prepare all kinds of supplies and utensils needed for dinner. Responsible for the cleaning and maintenance of regional facilities and equipment to ensure an elegant, clean and safe dining environment.
3. Be familiar with the menu and wine list, actively and skillfully promote the guests, and fill in the guest's menu and wine list according to the specifications.
4. Ask the guest's opinions and suggestions in time, try to help the guest solve all kinds of problems in the process of dining, and fill in the guest's opinions on the quality information card when necessary and report them to the foreman.
5. Complete the replacement of tableware, linen and miscellaneous items in the area.
After the shift change, do a good job of handover with the next shift, check the environmental facilities, do a good job of finishing, and put an end to energy waste.
Restaurant quality training plan 3 I. Training time:
From April 23rd to May 23rd,
8: 30 am-165438+0: 00 pm-4:30 pm.
Second, the training purpose requirements
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.
Third, the training content
(A) the basic essentials of the tray
(2) napkin folding
(3) Set the table for Chinese food
(4) pour wine, serve food and divide dishes.
(5) Reservation of Chinese Banquet
(6) Chinese banquet reception service procedures and skills
Fourth, training methods.
1, before class 10 minutes.
2. "May 4th" Youth Day Speech Competition: "Let Youth shine here"
3. Case analysis and group discussion
4. Classroom explanation
Verb (abbreviation of verb) evaluation method
1, Guest History Archives Collection Competition
2, strain capacity test
3. Tray competition
4. Chinese table layout competition
Scheme 4 of the restaurant quality training plan is formulated to study and implement the Food Safety Law, the Measures for the Supervision and Administration of Food Safety in Catering Services and other catering service laws and regulations, and to improve the knowledge of food safety laws and regulations and the standard operation level of catering service employees, combined with the actual situation of our county.
I. Purpose of training
Through the training of food safety laws and regulations and basic knowledge of food safety in catering services, we will enhance the awareness that enterprises are the first responsible person for food safety, improve the self-management level of food safety, strengthen the awareness of employees in food safety, honesty and self-discipline, improve operational skills and prevent food safety accidents.
Second, the training object and time
The training targets are catering service employees, including managers and processing operators of schools (kindergartens), canteens of public institutions and catering service units. Training time to be determined.
Third, the training content
1. Food safety laws and regulations, including the Food Safety Law and its implementing regulations, the Measures for the Supervision and Administration of Food Safety in Catering Services, and the Measures for the Administration of Food Service Licensing, etc.
2, catering service food safety business knowledge, including food safety standards;
Food pollution and its prevention and control measures; Prevention methods of food poisoning and other food-borne diseases; Food safety guarantee skills of catering services for major events; Hygienic requirements for kitchen, environment, equipment and food procurement, storage, processing and cooking; Personal hygiene requirements of catering employees, etc.
Fourth, training methods.
Take centralized training mode, and the location is to be determined.
Verb (abbreviation of verb) training supervision
According to the Food Safety Law and other laws and regulations, the county food and drug administration regards the training of catering service practitioners as one of the important contents of daily supervision and licensing. After the employee training, the employee will be assessed. Those who pass the training will be issued with training certificates for catering service practitioners. Training certificate is one of the necessary conditions for the assessment and acceptance of catering service units. The food and drug supervision and administration department will order the employees who fail to pass the examination to stop the relevant personnel from engaging in food business activities, and take up their posts after passing the examination according to regulations.