Article 1 According to the Implementation Plan for Transfer Training of Rural Surplus Labor Force in Xinglong County and the Implementation Plan for Transfer Training of Catering and Tourism Services of Rural Surplus Labor Force in National Agricultural Broadcasting School, the on-the-job training plan for restaurant waiters is formulated:

First, the basic situation of rural surplus labor in Xinglong County

At present, there are 48,400 rural surplus laborers aged 0/6-25 in Xinglong County, including 25,000 unemployed.

Two, the transfer of employment training organization and leadership

The county government attaches great importance to the transfer training of rural surplus labor force, and specially approved the establishment of the transfer training base of rural surplus labor force. Bureau leaders and school leaders personally supervise, and the training office is in charge of by a special person.

Three. Training objectives and tasks

According to the national professional standards for restaurant waiters, through systematic learning, we will cultivate restaurant waiters who meet the needs of the labor market and employers, have good professional ethics and behavioral norms, and master the basic knowledge and operational skills of restaurant service. 20xx-20xx, it is planned to train 200 people every year.

Fourth, training objectives.

Mainly rural youth who are over 16 years old, have a junior high school education or above, are in good health, have the desire to transfer employment, and are keen on catering service posts.

Verb (abbreviation of verb) training form

Provide vocational skills training for migrant workers in the form of full-time or part-time study.

Training requirements for intransitive verbs

1. In the training, theoretical training, skill training, audio-visual training and practical operation are organically unified, and the training mode of competency module is adopted to highlight job skills training. Give priority to students' hands-on operation, supplemented by teachers' face-to-face instruction, and comprehensively improve students' comprehensive quality.

2. Carry out training in the form of classroom teaching, on-site training, practical operation and self-study, aiming at practicality, practicality and effectiveness, and improve students' interest in participating in training.

3. Take Xinglong Hotel as the training base, and hire full-time and part-time teachers with rich operation skills to practice in person, so that students can improve their job skills and cultivate their hands-on operation ability while learning to do.

Seven. Training content

The course "Restaurant Waiter" adopts the combination of ability modules, and * * * sets up seven training modules, such as practice foundation, restaurant service etiquette, table setting service, wine service, serving and side dishes service, changing tableware and basic process of restaurant service. * * * 152 class hours.

(A), the basis of practice

Students are required to be familiar with the common sense of going out to work and master the professional quality of restaurant service. Theoretical study 10 hour.

(2), restaurant service etiquette

Students are required to master the gfd norms, etiquette norms, manners norms and etiquette norms of restaurant waiters. Among them, theoretical study lasts 5 hours, skill study 13 hours, audio-visual study lasts 2 hours, and * * 20 hours.

(C), end support, phased service skills

Students need to master the skills of tray holding, napkin folding and table setting service. Among them, 6 hours of theoretical study, 22 hours of skill study, 2 hours of audio-visual study, and * * 30 hours.

(4), wine service

Students are required to understand the classification and characteristics of Chinese and foreign drinks, tea and soft drinks, and master the skills and procedures of wine service. Among them, 6 hours of theoretical study, 22 hours of skill study, 2 hours of audio-visual study, and * * 30 hours.

(5), serving food.

Ask students to know the knowledge of dishes, serving and dividing dishes. Among them, theoretical study lasts 4 hours, skill study 14 hours, audio-visual study lasts 2 hours, and * * 20 hours.

(6) Replace tableware

Ask students to learn the basic operation method of changing tableware. Among them, theoretical study lasts 4 hours, skill study lasts 5 hours, and audio-visual study lasts 1 hour, * *1hour.

(7) Basic procedures of restaurant service

Students are required to know the knowledge of zero-point reception service and the basic process of restaurant service. Among them, theoretical study 12 class hours, skill study 16 class hours, audio-visual study 2 class hours, * * * 30 class hours.

Eight, the situation of teachers

The first stage: service quality training

I. Training time:

March 23rd-March 23rd at 8: 30 am-11:00,

2: 00 p.m. to 4: 30 p.m.

Second, the training purpose and requirements

Through training, students can master the concept of enterprise management and service, the quality requirements of restaurant waiters, the etiquette norms of catering service and various reception service skills, learn to package themselves with etiquette, consciously create a good professional image, create a good service atmosphere, improve the comprehensive service quality, enhance their loyalty to enterprises, enhance the cohesion of the team, and lay a good foundation for rapidly and comprehensively improving the service level of Dongshan Hotel restaurants.

Third, the training content:

(A) the importance of corporate image-building and personal image-building of restaurant waiters

(2) The meaning, concept and mode of service.

(3) Quality requirements of restaurant waiters

(D) the professional ethics requirements of restaurant waiters

(five) the basic requirements of restaurant waiter etiquette.

(gfd is the basic requirement for the manners of restaurant waiters.

(7) Polite expressions commonly used in restaurant service.

(8) How to establish the concept that "the front desk staff are the customers in the hotel" and strengthen the cooperation between the front and back offices.

(9) Communication skills with guests

(10) Memorize the guests.

(1 1) Language skills

(12) Establish an effective team.

(13) How to create and retain guests.

(14) Telephone Etiquette

(15) How to greet guests

Fourth, training methods.

1, class explanation

2, etiquette training: etiquette training practice for 20 minutes every day; Smile training, practice for 20 minutes every day.

3. Video teaching

Step 4 role play

5. Sensory training

6. Every day before class 10 minutes, each student takes turns to give a speech on the stage. The content of the speech can be a personal service case, a story, a joke or a recitation of literary works.

7. Students will be divided into six groups to discuss the content.

8, explain the skills competition standards, on-site correction guidance.

Verb (abbreviation of verb) evaluation method

1. Choose "Miss Smile" and "Mr Smile" to reward the winners, and take photos and hang them on the hotel bulletin board.

2, dishes, drinks and other enterprises related knowledge test or knowledge contest.

3. "Smile in my heart" and "Please be proud of our work" speech contest

4. Restaurant Service Skills Competition

5. The training course can be named "Dongshan Hotel Service Qualification Examination Training Course"

The second stage of training: basic skills, service processes and service specifications.

I. Training time:

From April 23rd to May 23rd,

8: 30 am-165438+0: 00 pm-4:30 pm.

Second, the training purpose requirements

Through training, students can master the basic skills and processes of restaurant service, improve their language expression ability, adaptability and psychological quality in practical work, and flexibly apply what they have learned to practical work to provide satisfactory services for guests.

Third, the training content

(A) the basic essentials of the tray

(2) napkin folding

(3) Set the table for Chinese food

(4) pour wine, serve food and divide dishes.

(5) Reservation of Chinese Banquet

(6) Chinese banquet reception service procedures and skills

Fourth, training methods.

1, before class 10 minutes.

2、"5? 4 "Youth Day Speech Contest:" Let Youth shine here "

3. Case analysis and group discussion

4. Classroom explanation

Verb (abbreviation of verb) evaluation method

1, Guest History Archives Collection Competition

2, strain capacity test

3. Tray competition

4. Chinese table layout competition

The third stage: restaurant service quality management

I. Training time:

From May 23rd to June 23rd,

8: 30 am-165438+0: 00 pm-4:30 pm.

Second, the training purpose and requirements

Through training, students can deeply understand the business philosophy of the enterprise, improve the comprehensive ability of customer service, and make customers completely satisfied with the quality service. Make every effort to build the service brand of Dongshan Hotel. Improve the service level of the hotel.

Third, the training content

1) The meaning of restaurant service quality

Second, the restaurant service quality awareness

3) Methods to control the service quality of restaurants.

4) Brand marketing

5) customer psychology research

6) Skills of handling guest complaints

Fourth, training methods.

1, class explanation

2. Simulate scenarios and conduct service drills.

3. Literary performances: sketches, poetry readings, songs, dances and other forms.

4. Skills training

Verb (abbreviation of verb) evaluation method

1. Simulate the scene and check the reception service.

2, restaurant service skills comprehensive examination

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.

1.2 company employee handbook

1.3 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 serving dishes: 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

Instructor of intransitive verb training

Long-serving employees, restaurant lobby managers and general managers

Seven. Training time

Every Monday to Friday, 10:30 to 12:00 for one month.

Eight. Training places and equipment

In the dining room, all the facilities in the dining room

IX. Evaluation Methods

1. Exam: After the waiter completes each training module in the curriculum, the trainer will give the trainees a stage test by means of written test and oral test.

2. Assessment: It embodies the training concept of "taking skills as the final result". The evaluation team formed by the company conducts on-site evaluation of the waiters in the training base. The assessment can take the form of on-site operation, oral question and answer, simulation operation, examples and so on, focusing on checking the job skills of waiters.

X. adjustment mode

It can be adjusted to Saturday or Sunday evening, and the specific time is unchanged, but it needs to be approved by the general manager and agreed by more than two-thirds of the trainees.

XI。 Training budget

It belongs to internal training, and the lecturers are all restaurant employees, so they don't need much budget. During the training, a snack was prepared for each student, and some allowances were given to the lecturer. The initial budget is less than 30,000 RMB.