In order to ensure that things or jobs run safely and smoothly, it is usually necessary to develop a complete program in advance, which is characterized by operability and feasibility. So how should the program be developed? The following is my compilation of restaurant training plan program, I hope it will be helpful to you.
restaurant training program program 1Training Theme:
Cultivate a loyal and happy workforce
Training Purpose:
Keeping abreast of the times, high efficiency and versatility, engineering and learning, comprehensive assessment
Training Importance:
The reason why training is important is because:
Training is a filter - training can delete attitudes, ideas and behaviors that are not conducive to the development of the hotel;
Training is a palette - training can improve the staff's awareness of the culture and behavior of the hotel and recognition;
Training is a magnet - training is conducive to improving the hotel's cohesion and competitiveness. cohesion and competitiveness of the hotel, and develops the group spirit.
Training Objectives:
Knowledge training of the hotel, including the background of the establishment of the hotel, geographic location, architectural style, business philosophy, business characteristics, customer base, organization, rules and regulations, product knowledge of the hotel, so that employees have a comprehensive understanding of their own "home". "
The gift of the day is to be able to make your own home.
Etiquette and courtesy training includes strict grooming, instrumentation, grooming, expression, eyes, language, movement and other aspects of the requirements and how to respect the guests' religious beliefs, customs and habits. Employees must be trained in the knowledge of etiquette and courtesy, and master the requirements of the hotel practitioners in the above areas, in order to reflect the respect for the guests in the future service at all times and in all places.
Overall awareness training Awareness determines human behavior, behavioral habits. Therefore, in the training of staff must also cultivate their general awareness, such as service consciousness, role consciousness, quality consciousness, team consciousness, obedience consciousness.
Business training staff business training can be carried out from the knowledge, skills and other aspects. Knowledge to enough guidelines, should not be too much depth, the purpose is to help employees can work smoothly; skills focus on the specific operating procedures of the post, try to make employees master the necessary service skills. In addition, employees should be trained in basic emergency response skills. To improve their ability to cope with unexpected problems.
Spiritual awareness training Modern hotels, hotels, staff training, is not only skills, skills training, more importantly, to the trainees to instill the spirit or cultivate a certain concept. With a spirit of support, coupled with superior skills and techniques, employees will do a better job of service.
Training process:
Registration and enrollment
Distribution of materials (guided self-study)
On-site examination (***5 open-book)
Feedback on the results (regular)
On-site instruction (on-the-fly)
Examination and issuance of certificates (closed book)
(2) the basic skills of food and beverage service, including table setting, meal folding flowers, pouring wine, serving food, sharing food, etc..
(3) courtesy and politeness, civilization, adaptability and other service skills.
(4) Mandarin and language skills.
(5) Staff code, job duties, operating procedures.
(6) Strengthen the sense of service, the implementation of the "guests first, guests first" principle.
(7) dealing with guest complaints, answer questions, case studies.
(8) Social knowledge and psychological knowledge.
(9) Folklore and general knowledge of life.
Restaurant Training Program 2
The first lesson: first of all, each employee to do self-introduction, name, origin,, hobbies, etc., in order to improve the understanding between employees.
The second lesson: understand the company's rules and regulations, management structure and the basic characteristics of the restaurant's products, explaining employee benefits, service awareness service concept.
The third lesson: staff appearance, floor service basic polite language.
Lesson 4: the five requirements of food and beverage service and restaurant waiter operating procedures
Lesson 5: five words of food and beverage decision how to keep repeat customers front office and back office coordination staff cooperation
Lesson 6: standardize polite language and operating procedures.
Lesson 7: the floor face reception process (detailed explanation)
Lesson 8: knowledge of drinks, prices and pouring method of basic knowledge.
Ninth lesson: the preparations for cooking before the table, the main ingredients of cooking before the table and other ingredients, senior waiter to master the service.
Lesson 10: booking, welcoming, ordering, delivering, setting the table, tray, serving, pushing, pouring, and closing
Lesson 11: service procedures and preparation for large banquets.
Lesson 12: How to be a good waiter.
Lesson 13: Detailed procedures for room service.
Lesson 14: Answers to Difficult Restaurant Questions.
Lesson 15: Safety and fire fighting.
First, to provide people-oriented training content
The restaurant is a customer service, customers in addition to the general needs of the meal, but also due to the different special needs of the people, they have different standards of satisfaction evaluation of restaurant staff. This complexity of customer demand creates a certain degree of difficulty in the work of the restaurant. It requires employees in the work, should be aware of and good at analyzing the complexity of customer demand, to make the appropriate treatment. Therefore, in the staff training content, should also include two basic aspects, namely, standardized service and personalized service.
A personalized service
1. In the training, for employees to design a number of occasions to deal with the program, for example, the guest is drunk, the guest is very picky, the guest is not in a good mood, etc., through the analysis of the scene, the development of the treatment program, that is, to take personalized service.
For example, the restaurant encountered customer complaints, should be polite and courteous. First of all, to dispel the anger in the hearts of customers. I think, no matter who is dining, eat what kind of foreign objects, the heart feel must be unhappy. (Of course, there are also very individual unreasonable, this person should be less and less, but do not deny that there is no). How to do, from the customer's point of view to examine the problem. Encountered the fire of the customer, and how to deal with, how to do, no matter how angry the other side, how angry, and you are still greeted with a smile. If so, no matter how "prickly" customers, will be satisfied and return, can make the iceberg melt ...... All of these, will not be a simple few words can be summarized, she must continue to summarize in practice, improve, must be for the catering industry Universality to the individuality of our restaurant combined. Then, the cooking of the dish, when to put the best of what condiments, put the amount of how much, the dish color and so on, should form a standard.
2. Personalization also emphasizes the point that the staff's personal charm training. Training time, should be through the test to understand the personality characteristics of each employee, highlighting a person's service personality. For example, a person's service attitude is very good, another person's social skills are very strong, or a person's coordination ability is very strong. Through the highlighting of personality to serve different customers.
3. Through the training of employees, targeted, according to the charm of the individual, the characteristics of the training of the division of labor, give full play to the strengths of each person, based on the characteristics of the individual, will be arranged to the most appropriate position.
B standardized service
Standardization includes two levels, one is the standard of service procedures for service personnel, the other is the standardization of the work of technical staff. Every waiter is the same procedure in greeting the guests, every word spoken is also taught by the training, what dishes are introduced first, what dishes are introduced later, even what wine is poured in the cup is how much is also the same, this is the result of standardization of training. Before the training are done on these things to quantify, training employees to practice one by one. Catering industry technicians are mainly employees working in the kitchen, in order to standardize the training content to be all quantitative, such as a certain dish in the pot of time, the amount of a certain spice in a certain dish have standards, so that employees operate in accordance with the standards. In this way, through the strict standardization of work training, restaurant work in each operation process, from management, chef, waiter to PA; from the quality of food, net food, dishes, cooking, billing, service language, body language, etc., can do the work of the rules, rewards and penalties can be based on.
Two, cultivate people-oriented, customer-first service consciousness
In a high-profile restaurant, customers in addition to enjoying the delicious food, but also should be able to enjoy the same time to humane service. Therefore, the training of restaurant staff should first change the concept of staff to start, so that they firmly establish the people-oriented, the guest is the concept of God.
The establishment of this concept can not rely on coercion and admonition, but first rely on interpersonal communication. Between trainers and employees, between employees and guests, between employees and management, should build bridges of communication, put heart to heart, creating an atmosphere of tolerance **** into. For the views of all parties, to set up a reasonable and smooth reflection channels. Restaurant employees are willing to reflect the work of the restaurant and put forward suggestions in order to promote the work of the restaurant. Therefore, in the training process, should intentionally strengthen the staff in interpersonal communication in the positive. Secondly, the training should also be clearly defined and divided into functional positions of restaurant employees. To emphasize the service nature of the work of the staff, and resolutely opposed to the work of the staff to slow down the behavior of customers and arrogant and impetuous attitude. Third, for the restaurant can not agree with the nature of the work of the service staff, to rely on the mechanism to solve the problem, the staff feel that their ability to do more than dishes and wash dishes, you can rely on the skills to do the chef or enter the restaurant management. Only in this way can we make the best use of our talents and not waste resources.
Third, management training (that is, the manager and foreman )
Most of the training of employees in the catering industry is based only on the skills training of service personnel, it is more important to integrate the training of the entire workforce, in addition to the ordinary staff service skills training, but also to engage in the grassroots and middle and senior managers of the training. Managerial positions should be set up fixed and unfixed, the former by the company's senior management directly designated, the latter by the staff fair competition. This will strengthen the practical connection between the managers and the work of the restaurant. In training, different positions should be developed for different management development manuals, focusing on the different characteristics of the two types of managers in the training content. In terms of the training process, firstly, managers have to self-study the content of the management development manual and complete the required activities. Then, communication and exchange at the management level should be strengthened to encourage an environment of mutual learning and sharing. Finally, after the completion of the training, managers should actually apply what they have learned in their work, and the training team should also organize special personnel to follow up and assist.
In short, our training is planned, not blindly, we will have a program, clear training to achieve a what purpose. The end of the training needs to be examined, unqualified personnel eliminated. Based on the individual training test results and salary hook, divided into service levels, while making clear rewards and penalties, will improve the enthusiasm of our staff. Our training work is not simply on the class only, but should be through training to improve the quality of staff, cultivation and job awareness. All of this requires the active cooperation of the director of the restaurant and all aspects of efforts, we will realize through scientific training.
Four, training only results assessment
Training is completed after the centralized examination, divided into theory and practical operation. Examination results can be used as a basis for the development of staff remuneration. Practical examination can be organized to assess the group. There are three ways to assess the results of training.
The first is the theoretical assessment, to give employees a practical case, ask him to do an analysis, and come up with the best solution.
The second is the actual operation, such as grass-roots employees of the technical level of service can be performed on-site, to participate in the training of the situation before and after the training of the situation with the use of video for comparison. For the effect of supervisory training, you can arrange the scene on the spot, let the staff to operate. Through training, theory and practice, practical operation is particularly important, at the end of the training to meet the standards, and then on the job after the operation, are now talking about licensed, (our post-training assessment will be the best licensed).
The third is to train employees to do two to three months of tracking surveys. To investigate the training staff in the training work after the situation, for the inability to use the training knowledge to deal with practical matters of the staff, as appropriate, to give help or designated to re-take the training, (we will be in the future in the midday break on the need to help the staff to continue training, and the assessment of qualified until).
As our restaurant before opening, or before a group of new on the job, there must be a clear goal, in order to achieve the standard of this goal, to achieve this purpose, it is necessary to staff.
Staff grooming standardize polite language and operating procedures
1. When the guests enter the restaurant, the consultant should take the initiative to go forward and enthusiastically ask the guests "Mr. / Miss, hello! Welcome, may I ask how many?" When the guests answered, they asked: "Mr./Miss your name?"
2. Bring the guest to the seat, pull the chair and ask to sit (and make a gesture of please). Both hands handed the menu to the guest and said: "Mr. xx, this is our menu." Then ask the guest: "Hello, what kind of tea do you want to drink? We have Pu'er, incense, Iron Goddess of Mercy and other teas." After the guest selects the tea, the waiter should be informed of the tea ordered by the guest.
Requirements: language friendly, keep smiling, so that the guests have to get a special feeling of respect. Quickly tell the guest's honorary name to the waiter who asked for tea before pulling the chair, as well as the region's foreman, minister, and write the name on the dish card.
3. Waiter in charge of the on the station, smiling face to meet the guests, to assist the consultant to arrange for the guests to be seated, slightly bowed and said: "Mr. / Miss, hello, welcome!"
4. Pull the chair to sit, first pull out the chair to sit, when she sat down, Xu Xu will chair near the table, said: "Mr / Miss, please sit" and make a gesture of invitation to the consultant to understand the guest's name.
Note:
A. Good observation to distinguish who is the host.
B. For some guests who do not want to tell you their last name, do not force.
C. When the guests do not understand the name, we can explain: "It is good for us to address you" or "It is easy for us to check when there are guests looking for you."
D. The waiter should address the guest by his or her last name throughout the process.
5. Pass the towel and make tea. Pass the towel from the right side of the guest and say: "Mr./Miss xx, please use the towel." Then go to the tea, if not from the consultant to get the guests to drink what tea, it is necessary to waiter himself to ask the guests. (See Article 2 for the way to ask.)
Requirements: Tea request together with snacks, mustard, etc. together with a tray to the guests in front of the table, from the right side of the first cup of polite tea, note: Tea requirements six points full, the first lady after the man, the first guest after the host, and then in a clockwise direction, and then on the mustard, snacks
6. Unfold the napkin on the plate and lay it on the guest's lap or on the bottom of the plate. (Take off the chopsticks set to the right of the guests)
7. marketing drinks. When the salesman finished ordering, that is to go up to the smile and ask: "Mr. / Miss, please ask what you need beer, drinks or juice? We have xx juice is quite good, beer has Jin Wei beer, Tsingtao beer, etc."
Note: The expensive wines need to be checked by the guests before they can be opened, the wines are divided into red, white two kinds of white wine must be frozen, red wine does not have to be frozen, according to the guests' meaning of whether they need to add lemon, plum or Sprite.
8. Wine list in duplicate, clearly fill in the table number, name, time, quantity and name to the cashier after the seal. The red one to the cashier, the white one to the barman to get drinks.
9. Pouring requirements.
A. The drink should be served from the right side of the guest, with the body standing slightly diagonally, in a slightly bent position.
B. Ask the guest for a drink, ask the guest what kind of wine he likes, and then pour the wine according to his meaning, and pour the wine in the order of the first guest and then the master, and then pour the wine in the clockwise direction one by one.
C. Pouring specifications: beer, soda eight full, spicy wine nine full, a P (one ounce)
D. Pouring method: pouring beer, soda can be a little bit along the cup slowly poured down, mixed wine first pouring soda poured after the foreign wine.
10. After pouring drinks for the guests, you must consult the guests and remove the tea cups. If you find that the cigarette cup has cigarette butts, put a clean cigarette cup cover on it, get the tray together, and then put back the clean cigarette cup.
11. soup, food requirements. After the dish on the table, open the dish cover, report the name of the dish, and make a gesture "please enjoy".
Note: After the first course, you need to send a second scented towel to show clean. On the soup should be assigned for the guests, require each bowl evenly, and then according to the order of the first female and then male initiative to each bowl of soup to the right side of the guests. When serving the main course, take the initiative to ask the guests whether they need rice; if the guests need it, they will put it on the food card according to the quantity. If there are several dishes on the dining table has occupied the position, and the next dish is not enough position, should look at the situation to seek the views of the guests, will be left on the stage of the least a dish of vegetables assigned to the guests or put on another plate or withdrawn, and then on another dish.
12. If you find more than two cigarettes in the cigarette cup, remove them immediately. Empty dishes as well as empty soup bowls removed. Withdrawal of cutlery to the lower bar plate, cutlery according to the designated lower bar plate put in place, timely withdrawal and replacement of bone dish, replacement must be carried out on the right side of the guests and play the invitation gesture, if the guests are talking to the guests, you should remind the guests.
13. Add drinks diligently. After the last dish, we should take the initiative to tell the guests "Mr. / Miss, your point of view of the dishes have been served" and ask the guests whether they want to increase the fruit or dessert.
14. withdraw dishes and tableware. The first guests agreed to withdraw (except for the empty dish) should be in the right side of the guests to withdraw one by one, the first to collect chopsticks, chopsticks rack, after the collection of spoons, plates and other tableware such as flavor plates and wine glasses. The first thing you need to do is to clean up the table with a dirty clip.
15. Hot tea. According to the guests originally drinking tea pot add tea leaves and then add boiling water, another set of cups, for the guests to pour a cup of after-dinner tea. (Patrol found in the guest's teapot uncovered, to immediately add boiling water, and then poured a tea for the guests.
16. On the dessert, fruit. On the dessert before the preparation of clean dessert tableware, the initiative to evenly distribute the dessert to the guests; on the fruit before, depending on what kind of fruit sent on the bone plate, fruit fork, etc., the fruit served on the guest table, introduced: "Mr. / Miss xx, this is our restaurant manager to send, please enjoy."
17. Hand out hot towels and checkout. To the guest checkout, you need to use the cash register clip, in the guest's right to open the cash register clip and say: "Mr./Miss xx, thank you (how much) money." After the guest receives the change, he/she should also say thank you. Pull the chair to send the guest, say "slowly, welcome to the next visit" and so on to send the guest language.
18. Check the work. After the guests left, check in time whether there is still burning cigarette, whether there are items left behind; if you find that there is still burning cigarette should be put out in time; if you find that there are items left behind by the guests, you should immediately call the supervisor to deal with.
19. First of all, organize the table and chairs to maintain the tone of the restaurant, the first collection of napkins, napkins, after the collection of water cups, glasses, porcelain.
20. Clean up the present and rearrange the environment to restore the original.
Catering training materials of ----- how to answer the phone
1. Within three rings must answer. All incoming calls, be sure to answer within three rings, the only way to fully reflect the efficiency of the restaurant, after asking goodbye, and then report, and then greetings, so that you can avoid confusion about the identity and dialing the wrong number of trouble; for example: "Hello, here is the South Lake Fishing Village, ask me what can I do to help you?" Do not say anything, just ask each other, "Who are you, which unit, you find him something, etc.," this practice is extremely impolite, it is worth noting that, good morning, reported units, greetings, the order of these three beginning language can not be reversed or wrong, so that appears to be courteous, giving a sense of cordiality.
2. Avoid using too casual 'language. Enthusiasm and rhetorically appropriate language is an important factor in the phone answer, we can put our hearts in the right place, if you go to the phone, bump into each other to speak hard, very rude to ask: "Hey, who are you looking for? Not in!" Click, hung up the phone, if you call again to ask where he went, the other side is very impatient to answer: "I do not know, not tell you he is not in? How to call again, really long-winded," how do you feel at this time?
3. To learn to listen. Before the guests finished, do not interrupt his words, if you do not hear each other's words, to repeat, so as not to mistake each other's meaning, such as guest complaints, answer to be patient, reply to each other's words, pay close attention to the tone and wording, to appear enthusiastic, friendly, cordial, and to be able to experience each other your attention to him.
4. To develop the habit of making records. Guests of the phone booking, complaints; supervisor phone account of things to be recorded, ready to report, handover.
5. To remember the voice of familiar guests and supervisors. So that the guests and supervisors will be very assured that you to convey, implementation!
6. Speak in a calm tone, answer the voice to be friendly. People will not forget the TV series "Miss Public Relations" has appeared many times in the public relations manager Zhou Ying answering the phone, she picked up the phone is always very friendly voice said: "Hello, I am the Department of Public Relations Zhou Ying" this kind of friendly, bright voice so that the other party feel comfortable and satisfied.
First, the training objectives
According to the company's work on the restaurant waiter requirements, after systematic study, the training of excellent service personnel, so that the trained waiter has a good work ethic and behavioral norms, mastery of the basic knowledge of restaurant services and various operational skills.
Second, the training object
The company's stores in the service staff.
Third, the training course
Post training course curriculum using the ability to module combination, *** set the company management project, restaurant waiter professional quality, basic skills of catering services, wine service, serving and dish, remove and replace the dining utensils and restaurant services, such as the basic program of seven training modules.
Fourth, the form of training
Semi-disabled, staged learning.
V. Training content
1, the company manages the project restaurant waiter training
1.1 professional ethics
(1) abide by the law: to understand and comply with the duties and obligations of the citizens, civilized practice; to understand the country advocated the "five loves "
(2) Dedication: to develop the good qualities of punctuality, trustworthiness and discipline; to develop the good qualities of respect for the old, love for the young and diligence; to develop the good qualities of helpfulness and excellence
(3) Principles of practice: self-respect, self-love, self-confidence, self-reliance, self-reliance, self-improvement
1.2 Employee Handbook of the company
2, the professional quality of the restaurant waiter
2.1 Professional ethics and job responsibilities: the professional ethics of the restaurant waiter; welcome staff, table staff and food handler's duties
2.2 customer eating habits and dining psychology: the eating habits of China's regions; the eating habits of ethnic minorities; Europe, the United States and Asia, the eating habits of the people
2.2 customer dining habits and psychology: the eating habits of our regions; eating habits of ethnic minorities; Europe, America and Asia, the eating habits of people
2.2 customer dining habits and psychological: the dining habits of our region; eating habits Guest dining psychology
2.3 basic knowledge of food hygiene: public **** food industry characteristics; public **** food industry health management; personal hygiene requirements of the waiter; restaurant environmental hygiene requirements; prevention of food poisoning; tableware washing and disinfection of sanitation
2.4 food service safety: fire prevention and treatment: theft and accidents prevention and treatment
2.5 food service etiquette: the food service etiquette; the food service industry; food safety: fire prevention and treatment: fire prevention and treatment: fire prevention and treatment: fire prevention and treatment: fire prevention and treatment: fire prevention and treatment: theft and accident prevention and treatment
2.5 Food service etiquette: the basic requirements of polite service; service reception etiquette; learn to dress, hygiene and grooming requirements; learn the correct standing, walking, operating posture
3, basic food service skills
3.1 end tray skills: understand the types of trays and the role of the tray; master the light tray and heavy tray method; learn to end the tray marching steps
3.2 napkin folding Understand the role and types of napkins; napkin folding basic techniques; napkin flower modeling types and placement; napkin folding chart
3.3 table service: understand the basic requirements of Chinese and Western food table
4, liquor service
4.1 understanding of Chinese and foreign liquor, tea and soft drinks classification and characteristics: understanding of the classification of Chinese liquor, characteristics; understanding of foreign liquor classification, characteristics; understanding of soft drinks Classification and characteristics of foreign alcoholic beverages; understanding the classification and characteristics of soft drinks; understanding the classification and characteristics of tea
4.2 Skills and procedures for serving alcoholic beverages: learning the methods of chilling and warming; paying attention to the order of pouring; mastering the operation of alcoholic beverages
5. Serving and serving
5.1 Knowledge of dishes: understanding the characteristics of Chinese cuisine; understanding the main features of Western cuisine
5.2 Serving and sharing of dishes
5.1 Understanding of dishes: understanding the characteristics of Chinese cuisine; understanding the main features of Western dishes 5.2 Serving and sharing: understand the operating principles of Chinese and Western food serving; master the basic methods of Chinese and Western food sharing
6, remove and replace tableware
6.1 Chinese countertops to remove and replace tableware: learn to remove and replace tableware operating methods; know the correct steps to close the table
6.2 Western countertops to remove and replace tableware: to understand the Western dishes and tableware, wine with the rules; to understand Western table Law; understand the special requirements of the Western countertop removal and replacement of tableware
7, the basic procedures of food service
7.1 mastery of Chinese and Western hospitality services: to understand the characteristics of the zero-point service; to master the requirements of the group meal service; to understand the cafeteria service procedures
Six, the training of instructors
Longer working age of the employees
VII, training time
Every Monday to Friday after the closure of 10:30 to 12:00, for a month.
VIII, the training place and equipment
restaurant, all the facilities in the restaurant
IX, the assessment method
1, exam: waiters learn the curriculum after each training module, by the trainer to take a written test, oral examination and other methods on the The students to stage test.
2, assessment: reflecting the "skills as the final outcome" of the training concept. The company formed by the assessment team in the training base of the waiter on-site assessment, the assessment can take the form of on-site operation, oral question and answer, simulation operation, illustration, etc., focusing on checking the waiter job skills mastery.
Ten, adjust the way
can be adjusted to Saturday or Sunday night, the specific time remains unchanged, but need to be reported to the general manager, and get more than two thirds of the training staff agreed.
XI, the training budget
belong to the internal training, lecturers are restaurant employees, without much budget, training staff during the training period for the training of each person to prepare a late-night snacks, for lecturers to pay some appropriate allowances, the initial budget of less than 30,000 yuan.