For new employee training is good, a good training program can be implemented better. The following is a "hotel new employee training program sample 2020", which is for reference only.
Hotel new employee training program model 2020 (a)
A primary selection
(assessment requirements: 1, assessed the assessment scores. 2, according to the weakness of the training. 3, to understand the future of cultivation and use of the post.)
1, as detailed as possible resume and family profile.
2, you think you have which aspects of work ability, the most suitable for what work?
3, do you think you can do the waiter who serves food and water? Why?
4, you think a good waiter should have which several basic conditions?
5. What do you think is the most important thing for people to get along with each other?
6, you think a customer from entering the hotel to leave, the waiter has what basic service procedures?
7, you know what several famous dishes in China? What are the basic characteristics of Sichuan cuisine?
8, when you and the hotel colleagues or leaders of the conflict you will how to deal with or express?
9, when you are dissatisfied with the work assigned by the leadership or even not suitable for you what should you do?
10, you think the customer to provide quality service should start from which aspects?
11, you think the hotel, customers and their own interests which is more important? Followed by?
12, when the customer is dissatisfied with the service and meal what to do?
13, you think that a fortune to make rich or have success mainly rely on what?
Please pose a five people dining chart.
Second, food service and knowledge training
(Training requirements: 1, first learn to memorize, in the examination. 2, the following articles are grouped to study and then take the test. 3 to explain before learning, knowledge of Szechuan cuisine by the head chef. Examination to points.)
1, familiarize themselves with the employee code, memorize and then take the test. (Q&A or written test)
2, familiarize yourself with the waiter's code, memorize it and then take the test. (Q&A or written)
3, memorize the lobby service management code, staff attendance rules. (Quiz or written)
4, familiar with the general process of hospitality. (Quiz or written)
5, familiar with the rules of reception of the banquet. (Quiz or written)
6, familiar with the basic knowledge of Sichuan cuisine. (Question and answer or written test)
7, familiar with the hotel's menu, drinks and the characteristics of the main dishes. (Q&A or written)
8, familiar with the consumer psychology.
Third, language and demeanor training
(training requirements: 1, demonstration while learning. 2, after learning the test. 3, do not require a very full, but to familiarize with the main points.)
1, learn to memorize the civilized language of hospitality.
2. Learn how to introduce yourself.
3, learn the way to ask customers.
4, learn the way to recommend the hotel.
5, learn the way to make suggestions to customers, leaders and do self-criticism.
6, learn to speak Mandarin and master the art of language.
7, learn the way the hotel to answer the phone.
8, learn and customers, colleagues to exchange ideas,
Fourth, service skills training
(training requirements: 1, each article specialists to explain, while explaining the demonstration. 2, the waiter to do a good job of recording. 3, according to the explanation of the main points of the exercise.)
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 order (ordering program)?
5, how to pass, serve?
6, how to pour wine for the guests?
7, how to set the table, folding flowers, decorate the dining environment?
8, how to take care of the guests in the process of dining, adjusting the order, tableware, table?
9, how to divide the food for the 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 send off guests?
V. Service case studies and operational training
1, write the wrong menu or send the wrong dishes how to do?
2, the guest according to the recipe after ordering the kitchen did not do?
3, the guests ate in the dish, such as wire ball wire, pot brush broken slag, green insects or other slag and other foreign matter how to do?
4, accidentally let the oil, water, drinks, tea, etc. dirty guests clothes how to do?
5, guests are dissatisfied 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 go into the private room consumption and consumption standards and not enough how to do?
8, the guests are dissatisfied with the meal, drinks, service refused to pay how to do?
9, guests due to drunkenness and misbehavior, and even destroyed the hotel's public facilities and equipment how to do?
10, the guest that the hotel provides drinks, alcohol, etc. are fake and shoddy products how to do?
11, the guest accidentally broke the hotel's dining utensils, entertainment equipment or furniture how to do?
12, the guests of the waiter has transgressive behavior misbehavior action, language, how to do?
13, the guests asked the hotel to give gifts after consumption, and the hotel has no how to do?
14, the guest consumption time is too long, has exceeded the end of the day or affect the next meal time how to do?
15, the guests accidentally forgot their personal belongings you pick up how to do?
16, the guest consumption amount is small, and asked for discounts how to do?
17, guests accidentally fell, scratches or soup injury how to do?
18, guests checking the consumer bill found that the cashier has overcharged the error how to do?
Hotel new employee training program model 2020 (two)
First, the purpose of training
This part of the main emphasis on why the training, generally to enhance the awareness of the service, to improve the quality of staff and skills
Second, the training object
The training staff There are new entrants to the hotel staff and in-service staff
Third, the training content
Training requirements:
First: the training period requires uniforms, personnel neat.
Second: during the training period is not allowed to wear a cell phone / cigarettes / keys and staff three treasures and other hard objects.
Third: during the training period is not allowed to laugh, chat, move around, have problems shouting report.
Fourth: training station, to the standard standing position, standing high to low lined up.
Training time 60 minutes:
15 minutes: the whole body training: the requirements of the cross stand essentials {in which the assessment of individual room price}
15 minutes: the implementation of the waiter to lead the polite language.
30 minutes: the training staff to put forward a few waiters to the actual operation of the process to lead the seat {the rest of the staff to continue to form}
polite words to lead the seat:
First, good evening, welcome to the gold North Shore.
Second, how many VIPs, have you booked a room?
Third, the VIP you good, booking people your name or cell phone tail number is how much?
Fourth, the VIP hello, for you to arrange the middle bag can?
Fifth, the room price of 348 yuan, this after the invoice 278 yuan, you see can?
Six, VIP hello, your room this side, please follow me.
Seven, the floor reception VIP a few!
eight, received thanks, good evening, welcome to the gold North Shore.
Nine, VIP Hello, your room this side please.
Ten, your room is here, I wish you a good time.
Hotel new employee training program model 2020 (3)
First, the training objectives
Through training, to improve the staff's service awareness, cultural quality and management service level, to master the hotel-style service operation skills, to build the brand, the overall shape of the "xx
Second, the training principle
Unified plan, unified content, unified assessment, decentralized implementation.
Three, the training mode
All staff to participate in the implementation of the phased, hierarchical.
1, induction training: 20xx new employees targeted training, property basic situation, service etiquette, etiquette, management and service skills.
2, induction training: before going on duty for each department, each position responsibilities, work standards and related business knowledge training and assessment.
3, on-the-job training: for different objects, and for the series of formalized training.
Training methods: centralized lectures, open discussions, analysis of cases, summarize the learning experience.
Examination methods:
1, oral examination: to ask questions on the spot, to test the staff's mastery of the training content;
2, written examination: at the end of each stage of training, closed-book exams to check the staff's acceptance of the contents of the training and the training effect.
3, spot check: work, from time to time, randomly check the acceptance of employees on the training content.
Fourth, the training content and schedule
1, public **** course training
Understanding of the process of enterprise development, the current situation of enterprises, familiar with the xx enterprise "code of practice" and the various management systems, abide by the professional ethics, mastery of service skills, enhance the awareness of the service, the development of the spirit of teamwork, the realization of the corporate philosophy.
2, post course training
Familiar with the job responsibilities, workflow, operating standards and management system, improve service level, business skills, enhance service awareness, and strive to do their jobs.
Hotel new employee training program model 2020 (four)
Employee training work and departmental service quality inspection as the focus of the entire year 20xx. The theme of "building a learning enterprise, when intelligent workers" runs through it. Actively explore the learning organization in the formation of the practice of work, so as to drive the overall quality of the staff to improve the overall quality of efforts for the development of the hotel to accumulate resources and solid staff basic skills.
20xx annual staff training to the hotel's development and job needs as the goal, and effectively improve staff awareness of the importance of training, and actively guide the staff to consciously learn, master service skills, enhance job competitiveness and exercise the self-confidence of the staff, to train a high-quality service quality, skills and characteristics of the high-quality staff, and continue to strengthen the brand image and market competitiveness of the Ijia Fresh.
Training work to stores (departments) as the basic training unit. Implementation of operational skills, service skills, service attitude combined with the principle of training, the organization and implementation of job filler, a post multi-capability training methods. It is expected to carry out targeted training in three areas, and constantly improve the staff's job awareness and job skills.
First, professional skills training
Management of the new concepts and ideas, has become the hotel workers, including managers, urgent knowledge needs. Therefore, this year we are prepared to increase the training of professional knowledge of managers. In the conditions permit, the transport of some employees to participate in some of the tourism management professional certification training, so that the hotel management tends to formalize and standardize. At the same time also strengthen and improve staff loyalty to the enterprise, Yijiazhuang first to solve the problem of staff turnover in the catering industry.
The hotel lobby is to create quality service and enhance the corporate image of the important window, the lack of service skills and operating procedures are not standardized, will inevitably play a critical impact on the hotel's business work. Therefore. This year we will strengthen the service base standardized service process training and continuous skills competition to strengthen the staff of various service skills continue to improve. In the service skills training, will be outside the invitation and "internal training" combined with increased efforts to strive for business and training in the case of both, the successful completion of this task.
For the hotel before the pre-job training assessment, basic service theory and operational skills are generally not strong. This year will be used as a focus to enhance the staff's own quality, in conditions permitting, in the second half of the year will be re-organized front-line staff and service personnel for technical certification.
Second, the training of new workers
The new workers are the new force in the hotel business activities. Enhance their own quality, proficiency in job skills, so that they as soon as possible with the rapid development of the hotel synchronization. According to the "side training, side induction" principle, planned and systematic implementation of the new workers step by step job training. The staff manual, safety knowledge, service skills should be aware of as a basic training content, after passing the examination included in the formal installation of one of the conditions.
Three, multi-purpose training
"Building learning team, when the intelligent workers" is the theme of the hotel training work in 20xx. Cultivate a multi-talented composite talent is our work. Therefore, this year, we start from these two aspects of the training work.
In the store to send part of the business backbone to some professional schools and training institutions to carry out training and learning of relevant business knowledge, in order to improve the level of service.
In the store some positions to implement different kinds of skills training to strengthen the flow of personnel, to solve the problem of shortage of emergency situations, but also for the staff to fully grasp the service skills, and strive to create a multi-talented intelligent workers to provide the necessary conditions.
Four, quality check
"Employees will only do the work we check, will not do the work we ask." This is a drawback that currently exists in the hotel, which also shows that some employees' own motivation and the lack of attention to rules and regulations, teamwork awareness and execution of low inevitable conditions. Therefore, this year, the combination of training and inspection work to comprehensively improve and gradually solve some of the current problems.
Elegant environment, cleanliness and hygiene are the prerequisites for the operation of a catering business. 20xx year, the first health quality inspection. The development of "health quality inspection standards and rules", "store health checklist", "the company's health quality inspection form". Plans for each store (department) in the next year, weekly recorded inspections can be up to three times. The formation of three-tier inspection system, the first is the head of each department of the store inspection. Next is the store manager of the store. Then is the company quality inspection. With such a frequency of inspection to drive the overall health comprehensive improvement.
Service quality and service attitude is the embodiment of the entire hotel management level and the hotel grade important symbols, but also a number of hotels have been talking about one of the problems. The service is endless. We will change through supervision and inspection. We will promote the improvement of service quality by the way of "training instead of raising, checking with management". Gradually strengthen the implementation of the use of "customer opinion card" and the development of "service quality implementation rules". Promote staff to the concept of service can reach a new understanding and improve.
V. Other management assistance and involved aspects
1, the management of the staff quarters on a new level. Establishment of picture data files. Need to store collaboration at least weekly to do documented security checks and accommodation checks.
2, to assist the store to do some daily auxiliary work and some reception tasks.
3, seriously treat every matter and task assigned by the leadership.
4, the production and selection of basic hotel training materials.
Hotel new employee training program model 2020 (V)
I. Training objectives
1, the overall goal
To train people with the following conditions: master the basics of restaurant service, able to use basic skills, independently complete the service procedures of the occupation, and can achieve the first-class quality of service.
2, service quality training objectives
Through training, so that trainees master the concept of business operations, the concept of service, the quality of the restaurant waiter requirements, etiquette standards for food service and a variety of hospitality skills, learn to use etiquette to package their own, consciously shaping a good image of the profession, to create a good service atmosphere, to improve the quality of comprehensive service, enhance the loyalty of the enterprise, enhance team cohesion, for rapid and effective service, and to enhance the quality of service, and to improve the quality of service. Team cohesion, for rapid and comprehensive improvement of restaurant services to lay a good foundation.
3, operational skills training objectives
Through training, so that trainees master the basic skills of restaurant services, basic procedures, improve the language expression ability and the actual work of the resilience and psychological quality, to be able to learn the knowledge of the flexible application to the actual work, to provide guests with satisfactory service.
Second, the teaching requirements
(a) the quality of service training requirements
1, the importance of corporate image and personal image of the restaurant waiter
2, the meaning of the service, the concept of service, the mode of service
3, the quality of the restaurant waiter
3, the quality of the restaurant waiter requirements
4, the restaurant waiter's professional ethics requirements
5, the restaurant waiter's courtesy and politeness of the basic requirements
6, the restaurant waiter appearance of the basic requirements of the instrumentation
7, the restaurant service in the commonly used polite language
8, how to set up the "front desk staff is the hotel's internal customers "The concept of strengthening cooperation between the front and back of the desk
9, communication skills of guests
10, memorize the guests
11, language skills
12, the establishment of an effective team
13, how to create the guests, how to retain the guests
14, telephone etiquette
15, how to greet guests
Third, the teaching program arrangements
1, the course tasks and descriptions
Through the training, so that the training object to master the theoretical knowledge of the restaurant waiter and operational skills, the completion of the training, the training object should be able to independently on the job, to complete the daily reception of the restaurant service and hygiene and cleaning work.
In the teaching process, should be based on theoretical teaching, pay attention to strengthening skills training, so that the training object through practical training, master the theoretical knowledge and operational skills learned.
2, the course and the allocation of hours table
3, the quality of service training teaching requirements
Through training, so that trainees master the concept of business operations, the concept of service, the quality of the restaurant waiter's requirements, the etiquette of catering services and a variety of hospitality skills, learn to pack their own etiquette, consciously shaping a good image of the profession, to create a good service atmosphere, to improve the comprehensive service quality, to enhance the overall service quality, and to enhance the quality of the training. Improve the quality of comprehensive service, enhance the loyalty to the enterprise, enhance team cohesion, for rapid and comprehensive improvement of restaurant service level to lay a good foundation.
4, operational skills training teaching requirements
Through training, so that trainees master the basic skills of restaurant services, basic procedures, improve the language expression ability and the actual work of the resilience and psychological quality, to be able to learn the knowledge of the flexible application to the actual work, to provide guests with satisfactory service.