In order to ensure that things or work of high quality and high level of development, it is often necessary to carry out the program in advance to prepare for the work, the program is a written plan, is a specific action to implement the details of the implementation of the method, steps and so on. So the question is, how should the program be written? Here is my help you organize the restaurant quality training program program, welcome to learn and reference, I hope to help you.
Restaurant quality training program program 1
First, into the store assessment
Where to enter the hotel work of the service personnel, should be subject to the assessment of the hotel organization.
The main items of the assessment (requirements for scoring, evaluation):
1, write a personal resume and family status of the profile (archive)
2, what aspects of the work you think you have the ability to work, what is most suitable for the work?
3. Do you think you can do a good job of serving food and water?
4, you think a good hotel should have which the most basic conditions?
5, you think a good waiter should have what basic qualities?
6, you think people get along with the most important thing is what?
7, you think from the customer into the store to leave the store, what are the basic service procedures?
8, you know what are the most famous dishes in China?
9, you think the main characteristics of Sichuan cuisine?
10, when you with the hotel leadership, colleagues in conflict or conflict, you think how to deal with or express?
11, when you are not satisfied with the work assigned by the leadership or that does not suit you, what to do?
12, you think the treatment of customers should start from which aspects?
13, you think in the hotel's interests, customer interests, personal interests between the three, who is the first, who is secondary?
14, when guests are not satisfied with the service and meals, what to do?
15, you think a person is rich and wealthy or outstanding, the main * what?
16, please set up a dining table for five people.
Assessment requirements: ① assess the assessment results; ② determine the training objectives based on weaknesses; ③ understand the training future and use of the post.
Second, food service knowledge training
1, familiar with the staff code, memorize the examination;
2, familiar with the duties of the waiter, memorize the examination;
3, familiar with the management system of lobby services;
4, familiar with the rules of attendance of employees;
5, familiar with the grasp of the General procedures for hospitality;
6, familiar with the preparation of hospitality;
7, familiar with the reception specifications for banquets;
8, familiar with the basic knowledge of Sichuan cuisine;
9, familiar with the hotel's menu, wine knowledge, as well as the characteristics of the main dishes;
10, familiar with the customer's consumer psychology.
Training requirements:
(1) first learn to memorize, after the test;
(2) the above articles, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one, one by one.
Third, language behavior and demeanor training
1, learn to memorize the civilized language of hospitality;
2, learn to ask the customer's way;
3, learn to introduce themselves;
4, learn to introduce and recommend the hotel's way;
5, learn to customers, leaders and make suggestions and self-criticism.
6, learn to speak Mandarin and master the art of language;
7, learn to answer the phone in the hotel;
8, learn beauty, dress knowledge;
9, learn facial expressions and expressions;
10, learn to stand, walk, look at the way;
ll, learn to sing and dance on general occasions;
12, learn to communicate ideas with customers and colleagues.
Training Requirements:
(1) Demonstration while learning;
(2) Examination after learning;
(3) Not required to be very full, but to familiarize themselves with the main points.
Fourth, service skills training
1, how to meet the guests?
2, how to guide the guests to the seat?
3, how to make tea for the guests?
4, how to order for the guests, food and fill in the menu and timely delivery of orders;
5, how to pass, serve?
6, how to drink for the guests?
7, how to set the table, folding flowers, decorate the dining environment?
8, how to adjust the dishes, tableware, countertops in the customer dining process?
9, how to share dishes for guests?
10, how to remove the dishes for the guests, change dishes?
11, how to deal with the quality of food and service quality problems?
12, how to remove the table?
13, how to check out?
14, how to open the song for the guests?
15, how to send off the guests?
Training requirements: (1) each article to be a person to explain; (2) the waiter for the record; (3) explain the demonstration; (4) in accordance with the explanation of the main points of the exercise,
Fifth, the operation of the public relations training
1, how to skillfully introduce themselves to the guests?
2, how to briefly introduce guests to the origins and characteristics of the hotel?
3, how to recommend the hotel's famous dishes and drinks to guests according to the customer's consumption requirements?
4, how to compare with other hotels in the vicinity, to introduce the benefits of the hotel to customers?
5, how to maneuver for customers to arrange dining location?
6, how to talk to customers according to their needs and dining atmosphere?
7, how to order for customers and determine the standard of consumption?
8, how to continue to keep in touch with the customer after the meal, close the relationship with the customer?
9, how to deal with the customer's dissatisfaction with the service quality of the food species?
10, how to deal with the customer's improper requirements?
Training requirements: with the fourth part,
Six, health and epidemic prevention, fire safety knowledge
1, learn how to maintain personal hygiene, develop good health habits;
2, learn to master the requirements of food hygiene and the system;
3, learn to tableware hygiene and maintenance knowledge and methods.
4, learn to clean up the dining environment maintenance knowledge;
5, learn to safe electricity knowledge and troubleshooting methods;
6, learn to safe fire, fire prevention knowledge and treatment;
7, learn to go out and safety protection knowledge;
8, learn to deal with a variety of people in the community security knowledge,
Training requirements: (1) familiar with the basic system; (2) know how to deal with, identify methods; (3) while explaining the demonstration,
VII, service case study and operational training
1, write the wrong menu or send the wrong dish how to do?
2, the guests ordered according to the recipe and the kitchen did not do?
3, the guests ate in the dish out of fishing hooks, glass slag, flies and other foreign objects after how to do?
4, accidentally make oil, tea, drinks, etc. dirty guests clothing how to do?
5, the guests are not satisfied with the quality of food how to do?
6, guests due to the service is not timely, food is not timely and whining how to do?
7, guests want to enter the private room consumption and consumption standards and not enough how to do?
8, the guest is not satisfied with the meal, drinks, service and refused to pay how to do?
9, guests due to drunkenness and misbehavior, and even damage to the hotel dining entertainment equipment how to do?
10, the guest of the hotel to provide cigarettes, beverages, drinks that are considered fake and shoddy products how to do?
11, the guest accidentally broke the hotel dining utensils, entertainment equipment or furniture how to do?
12, the guests of the hotel service personnel have transgressive behavior or misbehavior, language, what to do?
13, the guest asked the hotel to give gifts after consumption and the hotel does not have what to do?
14, the guest consumption time is too long and has exceeded the end of the day, and even affect the preparation of the next meal how to do?
15, the guests due to their own careless personal belongings lost and can not find what to do?
16, the guest consumption amount was very small and asked for discounts how to do?
17, the guests themselves asked to sing songs and do not want to pay what to do?
18, guests due to their own carelessness and fall, cut or burn behavior how to do?
19, the guest did not bring enough cash and checks and need to eat in the hotel consumption how to do?
20, the guest asked to check the consumer bill and found that the cashier counting account has overcharged the error of how to do?
Restaurant quality training program 2
In order to better understand and clear their job responsibilities and the company's rules and regulations, service skills, etiquette and manners, and other requirements, to better serve the guests and for the opening of the preparations for the following training.
First, the director of catering
Under the leadership of the resident manager, the hotel is fully responsible for all the management of food and beverage, to understand the current situation of the food and beverage market and development trends, to understand the status of the service to the guests as well as food and beverage product innovation, to improve the service and operating procedures, to ensure that the product quality standards and hygiene requirements, and reasonable control of the cost and gross profit margin, to improve guest satisfaction, and to increase the economic benefits. To improve guest satisfaction and increase economic benefits.
Responsibilities: planning and reporting, policies, standards and procedures, performance evaluation, human resources, business management,
Second, Assistant Director of Food and Beverage
Assist the Director of Food and Beverage is responsible for the operation and management of food and beverage services, is responsible for the improvement and enhancement of the service of the business points to ensure that the guests to provide excellent service and quality products.
Third, Executive Chef
1, under the leadership of the Director of Food and Beverage, is fully responsible for the kitchen organization and operation of the command, management, the formulation of the kitchen staffing, put forward the management of the kitchen candidates, the organization of the development of the kitchen management system, work procedures, and supervise the subordinates to carry out the implementation. Through the design and production of distinctive dishes to attract guests, and food cost control.
2, according to the catering department's business objectives and production tasks, responsible for the development of Chinese and Western food market development and development plans.
3, in conjunction with the restaurant manager, according to the budget and grade of each restaurant, research to determine the zero point, banquet, team and other catering gross margin standards, control costing, reported to the director of catering for approval, supervise the implementation of the kitchen.
Fourth, the catering department clerk
1, proficiency and implementation of the hotel's systems and operating norms.
2, under the leadership of the Director of Food and Beverage (Manager), is responsible for the Ministry of Food and Beverage paperwork to assist the Director of Food and Beverage to deal with the relevant letters, as well as the receipt and distribution of official documents, management work; to do a good job of monthly and annual plans, summaries of the text finishing and printing work, is responsible for the establishment of the Ministry of Food and Beverage document files, finishing.
3, the development of the department's various reports, forms, and a variety of statements categorized to save, regularly bound, archived.
4, to participate in the regular meetings of the department, do a good job of meeting records.
5, do a good job of English translation of various documents, reports, and is responsible for the collection and purchase of information.
6, responsible for the catering department personnel attendance, employee bonuses and wages, subsidies and employee labor insurance and welfare supplies accounting for the issuance of work.
7, do a good job in the catering department office all kinds of office supplies of the collocation and custody, records, do a good job of office expense control, and do a good job of office hygiene.
8, do a good job in the office of the daily reception, answering the phone, reception of visitors, make a good record, properly handled, and accurately convey the instructions of superiors.
Fifth, Chinese restaurant manager
1, the duties outlined: specifically responsible for the daily operation and management of the Chinese restaurant, to ensure that a comfortable dining environment, good service to attract customers, through the provision of programmed, high-standard services to guests to obtain the best benefits.
2, specific duties:
3, under the leadership of the Assistant Director of Food and Beverage, responsible for the daily operation and management of the Chinese restaurant.
4, the development of Chinese restaurant annual and monthly business management plan, leading the restaurant staff to actively complete the reception tasks and business indicators, and strive to improve restaurant sales revenue; analysis and report on the restaurant annual and monthly business management.
5, to participate in the work of the Director of Food and Beverage (Manager) presided over the regular meetings, put forward rationalization proposals. Comprehensive grasp of the Chinese restaurant reservations and important reception activities, presided over the Chinese restaurant meetings.
Six, Chinese restaurant foreman
1, under the leadership of the restaurant manager, the implementation of the hotel's operating policies and rules and regulations, responsible for the daily management of the team and reception work.
2, according to the restaurant's 'annual and monthly work plan, leading the staff to actively complete the reception tasks and business indicators, and strive to improve the restaurant's sales revenue, reporting on the daily business reception.
3, to participate in the department's regular meetings, put forward rationalization proposals, to understand the daily reception, booking situation and hold a regular meeting before the shift.
4, organization and leadership of the staff to complete the daily reception work, timely inspection of goods and facilities, energy saving status, cleanliness, quality of service, so that it meets the required norms and standards, and to ensure efficient, safe and reliable.
5, a comprehensive grasp of the region's guests dining conditions, timely consultation with guests, suggestions, solve the problems that arise, and deal with guest complaints.
6, reasonable arrangement of staff scheduling, to ensure that the link between the links, so that the reception work is completed smoothly.
7, fill out the daily work log, do a good job of restaurant sales and service statistics and the establishment of guest history files.
8, regular attendance and performance evaluation of the class staff, organization, implementation of related training activities, timely grasp of the ideological situation of employees, work performance and business level, do a good job of restaurant talent development and training.
VII, Chinese restaurant welcoming staff
1, obey the foreman arrangements, according to the work procedures and standards to do a good job in the lead work.
2, a comprehensive grasp of the reservation information, during the meal acceptance and arrangement of guest reservations, registration and notification of service personnel.
3, active and enthusiastic welcome guests, timely introduction to the guests of the restaurant or hotel facilities, to answer guest inquiries, to maintain a good service image.
4, timely and accurately for the dining guests to choose and lead to the guests satisfied with the dining space, arrange for guests to dine and hand over the menu, wine list. Handle the guest relationship when there is no place to eat.
5, responsible for the custody of the menu and wine list, found damaged in time to replace, so that it maintains a good state.
6, timely consultation of guests' opinions, suggestions, record guests' relevant information, do a good job of collecting information on the guest history file, timely communication with the service staff to improve guest satisfaction.
7, exchange and custody of restaurant fabrics, to ensure its normal use of the amount of timely report to the foreman of the shortage and loss of situation.
8, the end of the shift, and the next shift to do a good job of handover. The end of the business, the area under the jurisdiction of good health, do a good job.
Eight, Chinese restaurant waiter
1, obey the foreman arrangements, and passers-by work closely with the work procedures and standards for guests to provide efficient, high-quality food ordering, serving, wine service, checkout and other aspects of the catering service, to maintain a good service image.
2, conscientiously do a good job before the meal check, and according to the standard table, ready to start the meal of all kinds of supplies and utensils. Responsible for regional facilities, equipment cleaning and maintenance work, to ensure the provision of elegant, clean, safe dining environment.
3, familiar with the menu and wine list, to guests for active and skillful sales promotion, according to the specifications to fill out the guest's order menu and wine list.
4, timely consultation of guests' opinions and suggestions, try to help guests to solve all kinds of problems in the dining process, if necessary, will fill in the guest's opinion on the quality of information card and reflect to the foreman.
5, do a good job in the area of tableware, fabric, miscellaneous items of supplementary replacement work.
After the end of the shift, and the next shift to do a good job of handover, check the environment and facilities, do a good job of closing, to eliminate waste of energy.
Restaurant quality training program program 3
A, training time:
April 23 - May 23,
8:30 a.m. - 11:00 p.m. 2:00 p.m. - 11:00 p.m. - 2:00 p.m. -11:00 p.m. 2:00 p.m. - 4:30 p.m.
Second, the purpose of the training requirements
Through the training, so that trainees master the basic skills of the restaurant service, the basic procedures, to improve the ability to express their language and practical work and psychological quality. The ability to adapt to changes and psychological quality, to be able to apply the knowledge gained flexibly to practical work, to provide guests with satisfactory `service.
Third, the training content
(a) the basic essentials of the tray
(b) napkin folding
(c) Chinese table
(d) pouring wine, serving, dishes
(e) Chinese banquet reservations
(f) Chinese banquet reception service procedures and skills
Fourth, the training methods
1, 10 minutes before the lecture.
2, "54" Youth Day Speech Contest: "Let Youth Shine Here"
3, case study and group discussion
4, classroom lectures
V. Examination
1, customer history file collection contest
2, strain test
3, tray running contest
4, Chinese table setting contest Restaurant quality training program program 4
In order to learn and implement the "Food Safety Law", "Food Service Food Safety Supervision and Management Measures" and other food service laws and regulations, to improve the food safety laws and regulations and standard operating level of food service employees, Regulations knowledge and standardize the level of operation, combined with the actual county, the development of this program.
First, the purpose of training
Through the training of food service employees in food safety laws and regulations and basic knowledge of food safety in food service, to enhance the awareness of the enterprise is the first responsible for food safety, to improve the level of self-management of food safety, and to strengthen the practitioner's awareness of the law-abiding and honesty of food safety, The company's goal is to enhance the awareness of food safety self-management, strengthen the practitioners' awareness of food safety law-abiding, honesty, self-discipline, improve their operational skills, and prevent food safety incidents.
Second, the training object, time
The training object for food service workers, including schools (kindergartens), is the institution canteen and food service units of management and processing operators. Training time to be determined.
Third, the training content
1, food safety laws and regulations, including the "Food Safety Law" and its implementing regulations and "food service food safety supervision and management measures", "food service license management approach" and so on.
2, food service food safety business knowledge, including food safety standards;
food contamination and its preventive and control measures; food poisoning and other food-borne disease prevention methods; major events catering food safety protection skills; kitchen, environment, equipment and food procurement, storage, processing and cooking process of the hygiene requirements; catering staff of personal hygiene requirements.
Four, the training mode
Take the centralized training mode, the location to be determined.
V. Training supervision
According to the "Food Safety Law" and other laws and regulations of the relevant provisions of the County Food and Drug Administration will be the training of food service workers as an important part of the daily supervision and licensing. Practitioners after the end of training for the examination, the qualified person issued by the food service practitioners training certificate, training certificate as a food service unit review and acceptance of one of the necessary conditions, the assessment of unqualified practitioners, food and drug supervision and management departments will order their units to stop the relevant personnel engaged in the relevant food business activities, and in accordance with the requirements of the training and assessment of the qualified to take up the post.