20 17 Attendant Training Plan (I) Stage I: 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 1 0 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 & Bull; 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
2) 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
3. issue certificates according to the results.
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