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.

III. Training courses

On-the-job training courses adopt the combination of ability modules, and seven training modules are set up, including company management projects, professional quality of restaurant waiters, basic skills of catering service, wine service, serving and distributing dishes, replacing tableware and basic procedures of restaurant service.

Fourth, the training form

Part-time, study in batches.

V. Training Contents

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; Develop a good quality of being helpful and striving for perfection.

(3) Working principles: self-esteem, self-love, self-confidence, self-reliance and self-improvement.

2 company employee handbook

3 company management system

2. Professional quality of restaurant waiters

2. 1 professional ethics and job responsibilities: the professional ethics of restaurant waiters; Responsibilities of greeters, bleachers and dish 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 people in Europe, America and Asia; Dining psychology of guests

2.3 Basic knowledge of food hygiene: characteristics of public catering industry; Health management of public catering industry; Personal hygiene requirements of waiters; Environmental sanitation requirements for restaurants; Prevention of food poisoning; Hygiene of tableware washing and disinfection

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; Learn 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 trays; Master the methods of light trust and heavy trust; Learn to walk with end support.

3.2 napkin folding: understand the function and types of napkins; Basic techniques of napkin folding; Types and placement of napkin flowers; Napkin folding atlas

3.3 table setting service: understand the basic requirements of Chinese and western food table setting.

4. Wine service

4. 1 Understand the classification and characteristics of Chinese and foreign drinks, tea and soft drinks: Understand the classification and characteristics of drinks in China; Understand the classification and characteristics of foreign drinks; Understand the classification and characteristics of soft drinks; Understand the classification and characteristics of tea.

4.2 Skills and procedures of wine service: learn how to ice and warm; Pay attention to the pouring order; Master the operating essentials of wine service

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 Serving and dividing dishes: understand the operating essentials of serving Chinese and western food; Master the basic methods of dividing Chinese and western dishes

6, replace the tableware

6. 1 Replacing tableware on Chinese table: learn how to replace tableware; Know the correct steps of closing 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 replacing tableware on the western table.

7. Basic procedures of catering service

7. 1 master the reception service of Chinese and western food: understand the characteristics of zero-point service; Master the requirements of group meal package service; Understand the coffee shop service procedures

Pianji

First, pre-job training for new employees

After the new employees undergo unified induction training in the training school (regional personnel training department), each branch should also undertake the responsibility of pre-job training for the new employees. Managers should understand the necessary knowledge of the new employees' induction training, and improve the content of the induction training to ensure the training quality. A waiter should receive no less than 10 days of on-the-job training before taking up his post independently, which mainly includes:

1, welcome speech. The resident general manager (hotel manager) should personally give a welcome speech to the new waiter, welcome the arrival of the new employee and encourage the new employee to perform well in his future work. All relevant departments should also briefly introduce the basic situation of their own departments to the new employees, so that the new employees can know the managers and realize the importance attached to them by the new collective.

2. The development history, traditions and rules and regulations of the branch. This part of the explanation is intended to help new employees build a sense of belonging to the team and let them know what they are going to do. It can achieve the purpose of informing new employees of the hotel's business philosophy and values. Hotel rules and regulations should be carefully explained, and case teaching should be used to make new employees pay attention to learning this content.

3. Introduction of organizational structure and basic functions of each department. Introduce the overall organizational form, names of departments, responsible persons, work contents and working procedures, etc.

4. Product knowledge and business information. New waiters must master hotel product knowledge and business information. Product knowledge should include the relevant information of each business department, so as to answer the guests, such as name, geographical location, business hours, business projects, characteristics, etc. This part of the training content should require new employees to master it skillfully before taking up their posts independently.

5, appearance, behavior norms. Inform the new employees of the requirements of relevant appearance and behavior standards, explain them one by one, demonstrate and guide them, and help them develop a good professional style.

6. Service skills. This part is the core part of the training content. On the one hand, each branch should regularly and intensively arrange intensive training, and at the same time, managers should pay attention to it at any time in their daily work and make timely corrections, especially to grasp and make good use of the training opportunity of the pre-meal meeting. In addition, follow-up counseling can also be adopted. Under the guidance of the corresponding teachers, new employees can be allowed to work independently step by step, so as to make regular inspections for supervision, and answer difficult questions in time to assist new employees to master service skills and make good use of them.

It is very necessary to evaluate the training results before taking up the post independently. Assessment is not only conducive to urging employees to actively participate in training and strive to master new knowledge, but also conducive to the supervisor to examine the degree of employees' mastery of the trained knowledge and skills and adjust and improve training methods. For employees with good assessment results, they can arrange independent work; For those who fail to pass the examination, they should arrange retraining, change jobs or even terminate their work.

Second, on-the-job intensive training for employees

(A), theoretical knowledge training

Theoretical knowledge training is the content that waiters must master, which mainly includes ideological and moral character, rules and regulations and business knowledge. The key to theoretical knowledge training is memory, and we must teach theoretical knowledge courses in a way that can help employees remember the training content. If the content is too much and the arrangement order is chaotic, the training effect will definitely be bad. In addition, it is also a good way to train waiters to participate in the learning process. The methods and steps of theoretical knowledge training are mainly as follows:

1, set training objectives. The training teacher must first make clear what the training aims to achieve. The training goal is the "navigation light" of the training work, which determines the whole training process. The formulation of training objectives should be specific, measurable, achievable and meet the actual needs.

2. Course introduction. Understand the staff's understanding of the content, inform the staff of the course content and the significance of arranging training for this content. Improve employees' interest in training, so that students can study with peace of mind and achieve good learning results.

3. Teaching content. The knowledge points of the main content to be talked about are well controlled in quantity, otherwise if there are too many details, employees may not remember them. The main contents can be written on the whiteboard for employees to record to help them remember.

4. Ask questions or express opinions. Some theoretical knowledge courses are boring, but their potential meanings are profound. Training teachers should encourage employees to ask questions or express their opinions. Their participation will help them master the knowledge and enliven the atmosphere at the scene. In addition, the training teacher can also judge how much knowledge the employees have absorbed.

5. Review. At the end of the course, the training teacher should repeat the key contents. The more repetitions, the stronger the students' memory.

6. assessment. Whether the purpose of training is achieved or not can only be known through examination. At the beginning of the training, it is an effective way to attract the attention and interest of the waiters by telling the employees what to assess and what to assess. Attention should be paid to: the assessment can be oral or written; The assessment can be conducted at any time, not necessarily until the end of the course; Assess only the key contents; Assessment is only to help employees remember, not to punish them.

7. Summary. Comment on the assessment results and emphasize the importance of the content. If appropriate, connect the content of this lecture with the content to be talked about in the next training, so as to keep the waiter's continuous enthusiasm for participating in the training.

(2), business skills training

Skills training also requires careful preparation, and the training can be done in groups, but every employee should have the opportunity to participate in every skill mentioned in the practice class. There are many methods of business skill training, among which demonstration and practice, role-playing and scenario training are the most effective. The specific operation methods and steps are as follows:

1, demonstration and practice method

(1) content introduction. Introduce the general knowledge related to this skill training to employees, such as professional name, equipment functions, program requirements, safety operation knowledge, etc., especially explain the purpose of this training and emphasize the importance and related contents. The training teacher should think clearly when making the introduction, don't repeat it himself, and don't jump between the contents. At the same time, we should also emphasize training discipline.

(2) Preparation for demonstration. The content of the demonstration is concise, which makes the waiter easy to master; Everyone who participates in the training has a chance to succeed; The arrangement of demonstration steps should be logical; Ensure that every employee can see the demonstration process completely.

(3) Demonstration (points for attention)

A, explain slowly while demonstrating. Explain step by step and say why.

B. The trainer allows employees to ask questions during the demonstration, but ensure that the questions are related to the demonstration.

C. Avoid using overly sensitive comments, such as: "It's too easy, and you'll be a fool if you don't do it well." "It's nothing, just watch it once!" These words are detrimental to the image of training teachers among employees.

D, the demonstration should emphasize the main points, the action should be slow, the key and difficult points should be demonstrated repeatedly, and the demonstration action should not exceed the students' ability to accept at one time.

(4) Staff practice (points for attention)

A, can carefully select a few more confident waiter, let them practice, to try to avoid making them feel unable to complete the program, lose confidence.

B, let the waiters who participate in the practice explain the steps they have taken while doing it.

C. At the end of practical activities, train teachers to make objective comments.

D, if an employee has a slight obstacle in practice, you can ask another employee who is skilled in practice to help, and the training teacher should try to avoid direct help.

E, don't try to avoid the mistakes made in practice, they will learn better from them.

F, let the students repeat the operation step by step, and understand the key contents until they can correctly master the work.

2, role-playing method

This is a very interesting training method. The training teacher summarizes and refines some representative problems existing in employee service and arranges them into plays, so that some service personnel can play the roles of guests and waiters on duty respectively and demonstrate the correct and wrong service methods, so that students can deeply understand and firmly grasp the correct working methods in the scene reproduction.

The key to the effectiveness of role-playing method lies in role exchange and employee discussion. The role of role exchange is to let employees experience the importance of their work in different positions. For example, when the service personnel act as guests, they can experience the psychological feelings of the guests more deeply and realize the harm of bad working methods. In addition, role exchange can also eliminate the barriers between employees and between employees and managers. At the same time, employees should actively participate in discussion and analysis, brainstorm and sum up the correct working methods. In this way, employees will have a deeper understanding of the wrong working methods and a firmer grasp of the correct working methods.

3. Situational training method

Situational training method refers to putting forward some representative problems in the work, and assuming several methods to solve the problems. The right and wrong of these methods are representative, so that students can discuss and choose the correct answers, and state the reasons. Finally, teachers are trained to make a comprehensive analysis.

Tizo

Training requirements;

One: during the training period, the tooling and personnel are required to be neat.

Two: it is not allowed to wear hard objects such as mobile phones/cigarettes/keys and employees' three treasures during training.

Three: During the training period, jokes, chatting, fiddling, and shouting reports when there are problems are not allowed.

Four: when training the station, you should line up the standard standing posture and the position from high to low.

The training time is 60 minutes

15min: All-staff physical training: ask for the main points of crossing the building (including evaluating the price of individual rooms)

15 minutes: implement the courtesy language of waiter's seat.

30 minutes: several waiters will be proposed by the trainers to actually operate the orientation process (the rest of the employees will continue to take shape).

Courtesy of the seat:

Good evening and welcome to the North Shore of Gold.

2. VIPs, do you have a reservation?

Hello, distinguished guest. What's the name or mobile phone number of the reservation person?

Hello, distinguished guests. Can I arrange a Chinese package for you?

5. The room price is 348 yuan, and after that, 278 yuan will not be invoiced. Do you think it's ok?

Hello, distinguished guests, this way to your room, please follow me.

7. How many distinguished guests are received on the floor?

Thank you, good evening and welcome to the North Shore of Gold.

Hello, distinguished guests, this way to your room, please.

Here is your room. Have a good time.

VT object language:

A, good evening. Welcome to the North Shore of Gold. Do the distinguished guests have reserved rooms?

B 1. Five people arrange a room for me.

B2. There is room 2 1 1. Where is it?

A2. Hello, VIP. What's the name or mobile phone number of the reservation?

{After the customer explains the information, the waiter checks with the host to confirm the room status}

A Hello, VIP, your room is this way, please follow me.

How many VIPs does AX floor receive?

C Roger that. Thank you. Good evening. Welcome to the North Shore of Gold. Hello, distinguished guests, please come in your room. Here you are. Have a good time!