summary
First, introduce the general situation and personnel structure of the company.
Second, announce the discipline of classroom training.
Third, the training purpose is "service details, words and deeds."
Things "
Fourthly, establishing "best friends" embodies team spirit.
Fifth, do things, be a man first.
Six, rules and regulations, service standards, gfd
VII. Details of service process
Eight, fill in all kinds of documents
Nine, the actual operation of the service process.
Ten, drinks, audio awareness (personal training)
First, introduce the general situation and personnel structure of the company.
Second, announce classroom discipline.
1) All trained employees must observe the time, and it is forbidden to be late or leave early;
2) All trained employees must turn off all communication equipment during class;
3) Listen carefully, study hard, participate actively and answer questions actively.
Third, the purpose of training.
1) Service details;
2) Militarization of etiquette;
3) Kind words are always on my lips;
4) Familiar with the company's rules and regulations and service processes;
5) How to organize personal hygiene "appearance and appearance".
Fourthly, establishing "best friends" embodies team spirit.
1) in pairs, he/she will be your best friend in the future work.
2) girlfriends mean honor and disgrace.
Fifth, do things, be a man first.
1) What is a promise? Such as officers, soldiers and captains.
2) Habit formation: Be careful of your thoughts-influence your behavior.
Beware of behaviors that affect habits.
Be careful of habits-affect character
Be careful of character-change your destiny
For example, the methods of educating children in China and Japan.
3) the performance of hard work and making excuses.
Don't say "I thought", such as an error in the service process.
4) Not "us" and "them". People often say that over time, you or they will alienate and destroy unity.
For example, Mitsubishi Corporation of Japan, Shakesi Company and Shanghai Jinmao Building.
5) Avoid such an answer when answering the phone or talking to people.
No, I don't know, it's none of my business and so on.
6) Pay attention to "details", and details determine success or failure.
A) For example, Shanghai Inner Ring Viaduct and Japan 0.9-ton freight car.
B) Harbin Shangri-La laundry list.
C) Thai hotels.
Doing things seriously is just doing things right, and doing things with your heart can do things well. )
7) Team spirit
A) How to embody team spirit? Like Cannikin Law.
B) games.
C) Sign language song "Start from scratch".
8) Put yourself in an empty cup and study hard. Any training should be started all over again.
Six, rules and regulations, service standards, gfd
1) Interpretation of rules and regulations.
2) Service standards
A) Stand with your head up, abdomen in, smiling, eyes looking straight ahead, and feet together when standing.
The tip is 35 degrees away, so you can't lean forward, lean against the wall, scratch, hold your chest, etc.
B) Lead the gesture, walk about 1 m in front of the guest's right, lean forward slightly, put your fingers together and palm up.
This way, please This is your room.
C) Address, when you meet a guest or boss, you should take the initiative to say hello, "Hello", "Good evening" and "Welcome".
This way, please. Thank you. Have a good time. Please wait. Sorry, please.
Take care ","Thank you for coming "and so on.
D) room service
Order-Travel-Pour Wine-Promotion-Adjust Atmosphere-(Toast)-Order Songs-Re-Promotion-List
E) check-in and check-out services
Room service, first of all, when the sister enters the room, she should say "good evening, welcome to Baifuqin, I am a private room."
Attendant * * *, it's my pleasure to serve you. Here is the wine list. Please have a look. ".Then introduce the company's elimination.
Fees, recent preferential policies, entertainment activities.
Check-out service: When delivering products, waiters should pay attention to the following points: "When leaving the store, you must step back two steps before turning around."
Knock on the door moderately, and pay attention to polite expressions such as "Sorry to disturb you" and "Help yourself".
F) emergency handling
Don't argue with the guests,
Listen to the guest's nagging,
This is my fault.
If you can't handle it, report it to your superiors.
Make a good record.
G) promotion skills
1, 2, 3 promotion (oral).
3) Explanation of gfd (attached with employee GFD training manual)
VII. Details of service process
1) Matters needing attention in the service of young master (mainly to cooperate with little sister to make the service more perfect and the guests more enjoyable);
A) always wear a towel.
B) high loading and unloading speed
C) guide the guests
D) prompt room consumption (remind sister)
E) add a cup of tea.
F) Prompt guests to bring their own belongings.
G) matters needing attention in paying bills
2) Miss Sister Service Process
Welcome guests
B) When the guest comes, wait at the door axis side of the room designated by the guest, say hello to the guest, and open the door to guide the guest. After all the guests entered the room, they immediately entered the room to serve the guests.
3) Dinner service process
A) Self-introduction: When entering the room, don't touch your position when you open the door to greet the guests. Introduce yourself: "Good evening, welcome to Baifuqin. I am the waiter in this private room. I am glad to serve you. Here is the wine list, please have a look. "
B) the waiter brings towels.
C) Inform relevant departments to start the room, turn on the power amplifier and computer, disassemble the wheat, and cover the disposable wheat cover on the guest's face.
D) sequence: as the case may be. Ask the guests if they can order, and ask, "Excuse me, can I order now?" If you can order, "here is the wine list, please have a look."
E) Introduction: Introduce the goods sold by our store to the guests voluntarily. By being familiar with the price, characteristics and specifications of the goods, we should first establish a credible image of the waiter in the hearts of the guests, so that the whole room service can be carried out smoothly.
Introduction: For example, our company has foreign wine, red wine and beer. I wonder which one you want to drink today? "。
"Corona, right? A few first, is it ice? " . Multi-style introduction. The knowledge of drinks is separate and detailed.
Speak)
F) Promotion: Don't force the promotion, which will make the guests mistakenly think that it is an item in the store that is eager to get rid of. Example: "Variety * * sells best today. Do you want one? "
G) Singing list: After the guest has ordered the goods, repeat the name, quantity and specifications of the ordered goods to the guest, and enter them into the computer after the guest approves.
H) loading items and matters needing attention
Serve wine. "Excuse me, this is your wine. Can I open it for you? " One ounce of foreign wine, one third of red wine and seven percent of beer should be full of bubbles.
Serve; Excuse me, here are the delicious potato chips you ordered. Please enjoy yourself. Attention; Is it necessary for Niuhe River in Wudong to mature?
The heart of French fries should be mixed with tomato juice, and the hard-working fruit should be peeled for guests and placed on clean paper or butterflies. The fruit in the fruit bowl should be sent to the butterfly [in front] with toothpicks, the mutton string should be wrapped with paper towels, and the' hands' should be sent to the guests. Paper towels should be delivered in time after the guests have finished eating water or snacks.
I) order songs
Methods: Pay more attention to the songs that guests like or feel good to listen to, so as to suggest putting trees in the next service.
Establish a credible image.
Reliable knowledge:
Function of buttons on power amplifier.
Common phenomena and solutions in song performance.
J) clean the countertop
K) Precautions for placing articles
Cell phone and wine glasses, the distance between tricks and wine glasses, smoking tricks and food nearby.
No more than three cigarette butts, no more than three cigarette butts in the ashtray. At the same time, it is required to change the ashtray mode.
According to the manager's request, empty the cup, exit from the corner of the room or leave the bottle cap.
L) pay the bill
First, check whether you have achieved consumption. If it is coming soon, you can remind the guests. You don't need to be prompted if you are far from it.
appeal/claim for compensation
Store wine
Closing method:
Check: the director will take the original guest ID card, the guest's name and contact number, and the cashier will consider it.
Fill in the ticket stub and return it to the guest together with the invoice.
Cash: the director personally counts it and gives it to the cashier, and makes change or issues an invoice according to the customer's requirements. think
Use the card, it depends.
see a guest off
Remind guests to check their belongings.
Send it to the designated place, elevator.
Farewell words; Please take your time. Welcome to visit next time, or I hope I can serve you next time.
N) finishing work
Ask the district director to make rounds.
Quickly restore the room to the welcoming state.
Write a daily work report [true, original]
4) Matters needing attention when eating
The principle of old before young, female before male.
When a guest wants to find a boss or manager, he needs to ask the guest's last name.
When the relevant personnel enter the room as guests, they should call their titles and prepare corresponding wine glasses according to the situation, boss.
After leaving the room, take off the glass used by the boss, and when you enter the room again, you must send a new one.
If a guest orders goods that are not on the menu, such as cigarettes and medicines, he can politely refuse the guest and recommend others.
For similar goods, when the guests strongly demand it, ask the district director, who will apply step by step.
Always pay attention to when the ordered items will arrive, especially when singing in the room. Teleportation knocked outside the room.
You can't hear it inside the door, which affects work efficiency.
When answering the phone in the room, guests can ask whether they need to turn down the volume of the stereo or turn it off.
Our service model is kneeling for service, don't forget that we win customers with standardized services.
Recognition.
After paying the bill, the guest asks to continue spending, that is, to continue spending (the director informs the customer desk to continue spending in this room).
It takes two steps back to get out of the room.
Notify maintenance personnel (VJ) immediately when there is a problem with the computer and power amplifier.
After the guests leave the store, unopened drinks will be sent to the bar for registration by the district director.
Eight, fill in all kinds of documents
Menu, wine list, bottle wine list, etc. And the correct filling of various file formats of the company)
Nine, the actual operation of the service process.
Ten, drinks, audio knowledge (personal training).
Employee management knowledge
1. What are the six goals of employee management?
1, which should make employees understand the goals set by the enterprise to ensure their realization;
2. Every member of the enterprise should be made aware of his responsibilities, scope of authority and working relationship with others;
3. Regularly check employees' work performance and personal potential, so that employees can grow and develop;
4, assist and guide employees to improve their own quality, as the basis of enterprise development;
5. There should be appropriate and timely encouragement and rewards to improve the work efficiency of employees;
6. Let employees get satisfaction from their work.
Second, what are the needs of employees?
Gallup, a world-renowned management consulting company, once conducted a survey on how to establish a good workplace. The so-called good workplace must be a place like this:
1, employees are satisfied with their jobs;
2. Employees should also have good performance.
The researchers used questionnaires to ask employees to answer a series of questions, which were all related to the working environment of employees and the requirements for the workplace. Finally, they analyzed and compared the employees' answers, and got the needs of 12 employees. These demands are in addition to salary and welfare, which embodies the new content of employee management in modern enterprise management.
These requirements are:
1, I know what the company expects of me at work;
2. I have the necessary instruments and equipment to do my job well;
3. I have the opportunity to do what I am best at work;
4. In the past 7 days, my outstanding work performance has been recognized and praised;
5. My boss cares about me and thinks I am a useful person at work.
6. I am often encouraged to make progress in my work;
7. You must listen to my opinions at work;
8. The mission or goal of the company makes me feel the importance of my work;
9. My colleagues are also committed to doing their work well;
10, I often have a girlfriend at work;
1 1. In the past six months, someone asked me to talk about my progress;
Last year, I had the opportunity to learn and grow at work.
Third, how to realize the needs of employees?
1, define job responsibilities and work objectives.
2, do a good job in the management of equipment and office supplies
3. Strengthen management communication.
4. Establish a feedback mechanism.
5. Evaluation of written test.
6. Improve the job promotion system.
Fourth, how to improve the efficiency of employees?
1, choose the right person to make work decisions.
When making work decisions, employees with considerable technical or business ability should be selected to make decisions. Due to lack of skills or experience, some employees will give wrong guidance to their work when making decisions. There is no point in doing any more work if the direction is wrong.
2, give full play to the role of office equipment.
Many work may be delayed due to the failure of office equipment such as telephone and fax machine. Some companies don't have fax machines, so it takes a long time to send and receive a fax, which naturally can't improve work efficiency.
3. Enjoy the fruits of your work * * *
Sometimes we find that the work we do may have been done by other employees. Sometimes I look up some information and try to find it. As a result, I found that another employee had checked before. If I had asked his advice, I wouldn't have gone to so much trouble. Enjoying employees' work is a very important issue. This is especially important for companies with more employees. Managers can use departmental office meetings to let everyone introduce their work; In addition, some work results should be properly classified and preserved, so as to enjoy the work results.
4. Let employees know everything about their work.
Let employees know the work like the back of their hands, which will help employees grasp the whole work. Employees can better coordinate their work with their colleagues. If there is an accident at work, employees can also make some maneuvers according to the overall situation, thus improving work efficiency.
5. Encourage work results rather than work processes.
When managers encourage employees, they should encourage the results of their work, not the work process. Some employees work hard, and managers can praise his spirit, but they can't be used as an example for other employees to learn. Otherwise, other employees may complicate the original simple work and even make some superficial articles to show their efforts and get praise. From the company's point of view, the company needs more employees who are willing to think at work. Therefore, the company should encourage employees to achieve their work goals in the simplest way. In a word, the work results are really useful to the company.
6. Give employees time to think.
Before a company does something, it won't do it well if the decision-makers don't think seriously. The same is true of employees' work. If managers don't give employees some time to think, it's hard for them to do their job well. Managers should encourage employees to use their brains and think hard at work. Employees who work with their brains are definitely more successful than those who work with their limbs.
How do verbs (short for verb) protect employees?
1, physical security protection (the specific content is omitted, the same below)
2. Mental health protection
3. Protect living conditions
4, work target protection
6. How to motivate employees?
1, one of the principles: incentives should vary from person to person.
Because different employees have different needs, the same incentive policy will have different incentive effects. Even the same employee will have different needs at different times or in different environments. Because motivation depends on internal factors and is the subjective feeling of employees, motivation should vary from person to person.
When formulating and implementing incentive policies, we should first investigate what each employee really needs. Sort out and classify these needs, and then formulate corresponding incentive policies to help employees meet these needs.
2. Principle 2: Appropriate rewards.
Improper rewards and punishments will affect the incentive effect and increase the incentive cost. Excessive rewards will make employees feel proud and satisfied and lose their desire to further improve themselves; If the reward is too light, there will be no incentive, or employees will feel neglected. Excessive punishment will make employees feel unfair, or lose their recognition of the company, and even produce feelings of sabotage or destruction; If the punishment is too light, employees will underestimate the seriousness of the mistake and may make the same mistake again.
3. Principle 3: Equity
Fairness is a very important principle in employee management. Any unfair treatment an employee feels will affect his work efficiency and work mood, and affect the incentive effect. Employees who achieve the same results must receive the same level of rewards; Similarly, employees who make the same mistakes should be punished to the same extent. If you can't do this, managers would rather not reward or punish.
Managers must have a fair mind when dealing with employee problems, and should not have any prejudice or preference. Although some employees may make you like them very much and some you don't like them very much, you must treat them equally at work, and there must be no unfair words and behaviors.
4. Principle 4: Reward the right thing.
If we reward the wrong things, the wrong things will often happen. Although this problem seems simple, it will be ignored by managers when implementing incentives. After years of research, management scientist Mitchell Labeuf found that some managers often reward unreasonable work behavior.
7. What work behaviors should be rewarded and avoided?
1, reward to solve the problem thoroughly, instead of just seeking immediate benefits;
2. Reward risk-taking behavior, rather than avoiding risk;
3. Reward the good use of creativity instead of stupid blind obedience;
4. Reward decisive action, not just talk but not practice;
5. Reward more brains rather than efforts;
6. Reward things for simplification rather than unnecessary complexity;
7. Reward people who are silent and efficient, not chatterboxes;
8. Reward quality work instead of hasty work;
9. Reward loyalists instead of job-hoppers;
10, rewarding unity and cooperation instead of confrontation.