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, 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; 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 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

extreme

First, pre-job training for new employees.

After the new employees receive unified induction training in the training school (regional personnel training department), all branches should also undertake the responsibility of pre-job training for new employees. Managers should understand the necessary knowledge of induction training for new employees, improve the content of induction training and ensure the training quality. Attendants should receive no less than 10 days of on-the-job training before taking up their posts independently, mainly including:

1, welcome speech. The resident general manager (hotel manager) should personally give a welcome speech to the new waiter, welcome the arrival of new employees and encourage them to behave well in their 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 branches. This part of the explanation is to help new employees build a sense of belonging to the team and let them know what they want to do. It can achieve the purpose of letting new employees know the business philosophy and values of the hotel. Hotel rules and regulations should be carefully explained, and case teaching should be adopted to let new employees pay attention to learning this content.

3. Introduce the organizational structure and the basic functions of each department. Introduce the overall organizational form, department name, responsible person, work content and working procedures, etc.

4. Product knowledge and business information. New waiters must master hotel product knowledge and business information. Product knowledge should include relevant information of various business departments in order to answer 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 before taking up their posts independently.

5. Appearance and code of conduct. Inform new employees about the requirements of grooming 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 of the training content. On the one hand, all branches should regularly arrange intensive training, and at the same time, managers should always pay attention to it in their daily work and correct it in time, especially to grasp and make good use of the training opportunities at the pre-meal meeting. In addition, follow-up counseling can also be used. Under the guidance of the corresponding teachers, new employees can work independently step by step, so as to make regular inspections and supervision, answer difficult questions in time, and help new employees master service skills and make good use of them.

It is very necessary to evaluate the training effect before working independently. Assessment is not only conducive to urging employees to actively participate in the training and strive to master new knowledge, but also conducive to the supervisor to inspect the employees' mastery of the trained knowledge and skills and adjust and improve the training methods. For employees with good assessment results, they can arrange independent work; For those who fail to pass the examination, they should be retrained, changed jobs or even terminated.

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 professional knowledge. The key to theoretical knowledge training is memory, so 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. Training teachers should first make clear what the purpose of training is. Training goal is the "beacon light" of 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 employees' understanding of the content, inform employees of the course content and the significance of arranging training for the content. Improve employees' interest in training, let students study with peace of mind and achieve good learning results.

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

4. Ask questions or express opinions. Some theoretical knowledge courses are boring, but the potential significance is profound. Training teachers should encourage employees to ask questions or express their opinions. Their participation helps them master knowledge and enliven the atmosphere. 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. evaluation. Whether the purpose of training has been achieved or not can only be known by passing the exam. At the beginning of training, telling employees what to assess and what to assess is an effective way to attract the attention and interest of waiters. It should be noted that the assessment can be oral or written; Evaluation can be done at any time, and it is not necessary to wait until the end of the course; Evaluate only the key content; Assessment is only to help employees remember, not to punish employees.

7. summary. Comment on the evaluation results and emphasize the importance of the content. If appropriate, link the content of this lecture with the content to be talked about in the next training, so as to maintain the enthusiasm of the waiters to continue to participate in the training.

(2), business skills training

Skills training also needs careful preparation. Training can be carried out in groups, but every employee should have the opportunity to participate in every skill mentioned in the practice class. There are many ways to train business skills, among which demonstration exercise, role-playing and situational training are the most effective. The specific operation methods and steps are as follows:

1, demonstrating the exercise 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. , specifically explain the purpose of this training, and emphasize the importance and related content. The training teacher should think clearly when making the introduction, don't repeat it by himself, and don't jump from content to content. At the same time, we should also emphasize training discipline.

(2) preparation for demonstration. The presentation content 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; Make sure that every employee can see the demonstration process completely.

(3) Demonstration (Precautions)

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

B. The trainer allows employees to ask questions during the presentation, but ensures that the questions are relevant to the presentation.

C. avoid using overly sensitive comments, such as: "this is too simple, and you will be a fool if you don't do it well." "Nothing, just watch it again!" These words are detrimental to the image of the training teacher among the 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' acceptance ability at a time.

(4) Staff Practice (Precautions)

First, you can carefully select a few more confident waiters and let them practice, so as to try to avoid making them feel unable to complete the program and 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 slight obstacles in practice, you can ask another skilled employee to help, and the training teacher should try to avoid direct help.

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

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

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 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 service personnel are guests, they can deeply understand the psychological feelings of the guests 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 work and assuming several methods to solve them. The right and wrong of these methods are representative. Let the students discuss and choose the right answer and state the reasons. Finally, train teachers to conduct comprehensive analysis.

Tisso

Training requirements;

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

Two: Hard objects such as mobile phones/cigarettes/keys and employees' three treasures are not allowed to be worn during the training.

Three: During the training, you are not allowed to joke, chat or fiddle, and report any problems loudly.

Four: when practicing the station, you should arrange the standard standing posture and position from high to low.

The training time is 60 minutes.

15 minutes: physical training for all staff: requirements and essentials (including evaluating the price of a single room).

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

30 minutes: the trainer will suggest several waiters to actually operate the orientation process (the rest of the employees will continue to take shape).

Provided by the seat:

Good evening and welcome to the North Shore of Gold.

2. VIPs, do you have a reservation?

Hello, distinguished guest. What is the name or mobile phone number of the subscriber?

Dear guests, hello. Can I arrange a China set meal for you?

5. The room rate is 348 yuan, and then 278 yuan is not invoiced. Do you think it's okay?

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

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

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

Hello, distinguished guest, please come to your room this way.

This is your room. Have a good time.

VT target language:

Good evening. Welcome to the North Shore of Gold. Has the distinguished guest made a reservation?

B 1。 Five people arranged a room for me.

B2。 There is room 2 1 1. Where is it?

A2。 Hello, VIP. What is 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}

Hello, VIP, your room is this way. Please follow me.

How many VIPs does AX floor receive?

Roger that. Thank you. Good evening. Welcome to the North Shore of Gold. Hello, distinguished guest, please come to your room. Have fun for you!