Hotel Catering Attendant Training Plan (I) 1. How to learn to deal with guests easily and freely
1, the waiter keeps smiling;
2. Treat old customers with courtesy and respect;
3. Appear when the guests need it most;
4. Never embarrass the guests (empathize)
Second, how to overcome service barriers.
1, overcoming personality disorder
Good guy: speak softly; Avoid talking loudly and quickly.
Personality suspicion: it is not easy to trust people; Avoid being impolite and vague.
Arrogant personality: easy to look down on people; Don't be conceited when you speak, use disrespectful words.
Shy guests: introverted; Avoid casual jokes.
Impatient guests: often complaining and emotionally unstable; Avoid being as impatient as the other party, otherwise it will easily lead to contradictions.
Silence: I don't like talking to people; Avoid ignoring and snubbing each other.
FIT: Random; No matter what, remind me in a caring tone.
Difficult guests: nitpicking and keeping a straight face; Avoid speaking out of proportion to avoid falling into a quarrel.
2. Overcome language barriers
First, seven taboos: avoid looseness, avoid urgency, avoid emptiness, avoid horizontal emptiness and avoid slipping.
B, four noes: not rude, not mean, not impatient, not mean.
3. Overcome psychological barriers (practice)
I am an excellent service staff!
I believe I can do my job well!
C, there are many friends around me who care about me!
No matter what happens, I can keep a warm and cheerful attitude to serve the guests!
E, the purpose of my work here is to show my value, not to enjoy!
Third, how do waiters maintain self-control?
1. When you are in a bad mood, don't vent your emotions on the guests (control your emotions).
When guests criticize our work and embarrass us, we should be calm (keep calm).
When the guest is impolite to us, we should not answer blows with blows, but solve the problem politely, profitably and restrained.
4. When there are many guests and heavy workload, attention should be paid to service attitude and work efficiency (busy but not chaotic).
5, when the reception guests less, less workload, should pay attention to strengthen discipline (idle but not lazy).
6. Control the excessive expansion of selfish desires and don't do something that will be hated for a long time (lead an honest and clean life).
7. Treat your colleagues and superiors calmly. In case of contradiction or quarrel, be patient and calm (comity three points).
8. Be polite to others and observe discipline (be strict with yourself) in daily work and life.
Fourth, how to establish a strong sense of service.
1, service is not divided into internal responsibilities.
2. All the guests are the first.
3. Service should be good for bad.
4. Being competitive will lose friends.
Five, excellent waiter should have six characteristics.
1, outgoing enthusiasm;
2. Strong language skills and persuasiveness;
3, high flexibility, can make appropriate responses according to different environments;
4. Have certain moral cultivation;
5. Strong aesthetic consciousness;
6. Be enterprising and innovative.
Training Plan for Hotel Catering Attendants (II) 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, and sets up 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, company management project, 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.
2 company employee handbook
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