Work plan for restaurant service 1
I. Training objectives
According to the company's job requirements for restaurant waiters, through systematic s
Work plan for restaurant service 1
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.
Restaurant service work plan 2
First, the overall goal
Cultivate personnel with the following conditions: master the basic knowledge of restaurant service, be able to use basic skills, independently complete the professional service procedures, and achieve first-class service quality.
Second, the service quality training objectives
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 restaurants.
Third, the operational skills training objectives
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.
Fourth, the teaching requirements
(A) service quality training requirements
1, 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
4. Professional ethics requirements of restaurant waiters
5, the basic requirements of restaurant waiter courtesy.
6, the basic requirements of restaurant waiter gfd etiquette.
7. Polite expressions commonly used in restaurant service
8. How to establish the concept of "front desk staff are hotel customers" and strengthen the cooperation between front and back offices?
(2), operation skills training requirements
1, the basic essentials of pallet
2, napkin folding flowers
3. Western food has set up a stage.
Step 4 pour the wine, serve the food and divide the dishes
Step 5 book a western-style banquet
6, western banquet reception service procedures and skills
Five, the teaching plan arrangement
Total class hours: 140 class hours.
Professional theory: 10 class hour.
Professional skills: 60 class hours;
Restaurant service work plan 3
Love your job: When you love your job, you will do it happily and easily. We want people who eat to get health, energy and good service. You can make ordinary work extraordinary. The people that enterprises need most are people who love their jobs.
Get familiar with work standards and methods quickly: If you want to win for your own enterprise and yourself in the fierce competition, you must be able to work as soon as possible, be competent and improve work efficiency.
Diligent spirit: catering work is mainly at hand, not too heavy at ordinary times, and it is not tiring to do more. So we should be diligent in our legs, eyes, hands and heart. Take the initiative to work and find a job. The sentence "Nothing is difficult in the world" tells a profound truth. As long as you are diligent and successful, the door will open for you.
Have self-confidence: Compared with money, power and background, self-confidence is the most important. Self-confidence can help people overcome all kinds of obstacles and difficulties and believe that they are beautiful.
Learn to be a man: To be a man is to be a dedicated, grateful, helpful and professional person. If you are sincere and earnest, your career will be more successful.
Responsibility: put the company's interests first and be responsible for your own work; Be responsible for the guests and provide them with quality products and services; It means "no respect". Even if no one is supervising you, you will do your job carefully. This is a sign of responsibility.
Face the unfairness in work with a normal heart: there is no absolute fairness in work, and opportunities are always equal in front of hard-working people. Without a certain ability to withstand setbacks, how can we provoke the girders in the future?
Team: Playing team spirit is the consistent pursuit of enterprises. The work of catering enterprises is composed of various divisions of labor, which requires the cooperation of team members very much. Employees and enterprises with team spirit and good cooperation are more successful.
Restaurant service work plan 4
In the next 20 years, the past year may be lost, sad, successful and happy, but it doesn't matter. It's over. We will work harder and tomorrow will be better.
Many people say I have changed, I believe. I'm really unhappy. There are a lot of things weighing on me. My life and mood are in a mess. Although there are no ups and downs, at least I have experienced some ups and downs, ups and downs again and again, full of twists and turns and difficulties. Sometimes you really cherish me. I've been thinking about what I did wrong and why? I also cheer for myself again and again and stand up again and again. I'm thinking, without me, the earth will still turn and things will still be solved. I don't want to be a weak person, and I don't want to be a coward. My fate is in my own hands. I believe tomorrow will be better, hello, I am good, everyone is good.
After all this, I learned a lot. I'm fine now. I have a job, courage, and all of you. i care about you a great deal. Everyone around me, we will always be friends. People say that everyone has a hard experience, and you have your own. Let's share. We will learn from each other and make progress together. The future belongs to us. About next year, mine is:
1, live every day well.
2. Earnestly study warehousing knowledge and strive to pass the exam for promotion.
3. Use the rest time for computer training.
4. Learn more and enrich yourself.
Finally, I hope everyone can go to a new level next year, thank you! This situation is not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.
Chapter 5 of the restaurant service work plan
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-20 1x year, and 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), practice base?
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.
(3), ending-support, set the stage 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 and serving.
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
Relying on the training resources of the central school and provincial schools, our school takes Xinglong Hotel, which has a strong dining area of 360m2 and can accommodate 200 people at the same time, as the training base. According to the mode of "one post, one book, one CD and one certificate", in addition, 1 senior restaurant waiters, 7 middle-level restaurant waiters, 5 second-level restaurant waiters, Zhou Xiaoming, the person in charge of the hotel, and Teng Yuyan, a teacher of County Agricultural Broadcasting School, were selected and formed. The training mode of "master with apprentice" is adopted to teach skills by hand, so that students can "learn while doing" and improve their job skills.
Nine. Assessment and evaluation
1. Exam: After students complete each module in the course, the training teacher will conduct written and oral tests and give them a stage test. The average score of each training module is an important basis for graduation examination.
2. Assessment: embodying the training concept of "skills are the final result", an assessment team composed of the person in charge of the training base of rural surplus labor force in Xinglong County and teachers with strong skills will conduct on-site assessment on the trainees in the training base of Xinglong Hotel, and the assessment will take the forms of on-site operation, oral question and answer and simulation operation. , focusing on checking the job skills of students. Those who fail the exam can take the make-up exam and quit strictly.
3. Certification: Those who pass the examination will be issued a training certificate uniformly printed by the Central Agricultural Broadcasting School. At the same time, according to the principle of students' voluntariness, the training school will organize students to participate in the professional skill appraisal of catering and tourism services, and those who pass can also obtain the professional qualification certificate uniformly printed by the Ministry of Labor and Social Security.
X. Employment guidance
County Agricultural Broadcasting School set up a training account, relying on the "Xiaoguang" employment agency of the Municipal Agricultural Broadcasting School, guided by the demand of the labor market, provided employment information for students to go out to work, recommended jobs, and trained and transferred a large number of rural surplus labor through the form of "order, fixed point and orientation".
Restaurant service work plan 6
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, 10 minutes before class.
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
2) restaurant service quality awareness
3) Methods to control the service quality of restaurants.
4) Brand camp?
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.
Restaurant service work plan 7
20__ is a year of self-challenge. I will try to correct the shortcomings in my work in the past year and do a good job in the new year. In the past year, with the care of my leaders and the enthusiastic help of my colleagues, I have made some achievements in my work through my unremitting efforts, but there are still many shortcomings. Looking back on the past year, there may be loss, sadness, success and happiness, but it doesn't matter. It's over. What we want is the future. Many people say that my personality has changed, I believe it. I'm really satisfied. A lot of things weighed on me, but I persisted. My life and feelings are the same. Although there are no ups and downs, at least I have experienced some ups and downs, ups and downs again and again, full of twists and turns and difficulties. Sometimes you really cherish me. I've been thinking about what I did wrong and why? I also cheered myself up again and again and stood up again and again. I'm thinking, even without me, the earth will still turn and things will be solved. I don't want to be a weak person or a coward. My destiny is in my hands. I believe tomorrow will be better, hello, I am good, everyone is good.
The work is summarized as follows:
I. Training
1, tray required, food delivery process.
2, large, medium and small banquet department to help explain the relevant knowledge of cooking.
3, hotel related system training and supervision.
4. Safety awareness related to food delivery.
5. Learn how to make sauces for this team.
Second, management.
1, the superior is the role model of the subordinate, and I always insist on setting an example, so my team is very United.
I am the same to anyone, and I do things fairly and openly.
3, people-oriented, people's personality is reflected in many aspects of management.
4. In xx, the turnover of Chuancai was 23, XX, and that of Chuancai was 4, which was a relatively stable year.
Third, as myself, I am responsible for food delivery.
1, responsible for the operation of noodle sauce.
2. Output and control the food delivery accordingly.
3. Coordination of food delivery personnel.
Four, some key points in the operation
1, the shortage of manpower leads to the deformation of the food when it is busy, which cannot reflect the essence of our company.
Due to the prosperity of the country, modern young people are treasures, less and less able to work and more spoiled by their parents. They only pursue money and don't know how to put themselves in others' shoes. It's really hard for me today.
3. Why not recruit people? This is a problem that must be solved in time.
4, what is establishment, what is development, what is progress, what is improvement, what is management, who is in charge, who is against, and how to stabilize.
5. I hope the superior can understand the staffing of other food delivery personnel in the same industry.
Five, the team is not in place this year.
1. Some employees are impolite and gfd is not in place.
2, sometimes not according to the relevant standards.
3. Due to the abnormal thinking of some logistics personnel, they can't communicate, resulting in inadequate supervision.
In a word, 20__ years will start from today, with new goals and new challenges. In the new year, we will continue to work hard, study hard and sum up diligently. Finally, I wish our hotel a prosperous business and abundant financial resources! I wish all the leaders go forward bravely on the journey of work and smooth sailing on the runway of life. I wish all my colleagues continued to write new glories in life in the new year!
Restaurant service work plan 8
First, respect the leadership and obey the command.
In the usual work, deeply understand the intention of the leader, understand the leader, obey the arrangement, do it according to the requirements of the leader, don't shirk, don't be clever, have no complaints at work, and work hard. Praise and reward for leaders can be treated correctly, without arrogance or rashness; Those who can correct the deficiencies pointed out by the leaders in their work in time will not give up. Being able to complete the tasks assigned by the leaders is often praised by the managers of restaurants and housekeeping departments.
Second, obey the rules and discipline, and do a good job in service
Abide by the rules and regulations formulated by the restaurant, don't be late, don't leave early, go to work on time, handle the relationship between family and work, have no leave record all year round, and go to work on time.
Do a good job of service in strict accordance with the workflow and leadership requirements, and keep the room clean, spotless and tidy. When serving guests, be able to use polite expressions correctly, be careful, enthusiastic and patient, try to meet the requirements put forward by the guests, and explain them clearly for the guests to gain their understanding. Check with the guests in time when the items in the restaurant are damaged during rounds. When compensation is needed, clarify the facts and explain the reasons to satisfy the guests.
Third, unite and cooperate, regardless of gains and losses.
Get along with restaurant staff, do a good job of unity, help each other and care about colleagues. At work, I can help other colleagues in time after my work is completed, and I am not afraid of hardship and fatigue, and I am on call and careless. When you have misunderstandings with colleagues, you should focus on your work, communicate well, eliminate misunderstandings, and do a good job together. Ask colleagues about deficiency and cold in daily life. When they are ill, we can call the hospital to visit them in time. When our colleagues have something at home, we should pay attention to helping them in time to enhance our friendship and promote our work.
Fourth, learn with an open mind and strive to improve.
Although I have been a waiter for 78 years, I always attach importance to my thoughts and take the initiative in every basic skills and safety training organized by the restaurant. Do it with your ears, eyes, mouth, heart and hands. Take notes when studying, listen carefully, ask questions if you don't understand, and study in time when you get home to deepen your impression. In the work, carefully consider and use it correctly. If you don't understand or won't, ask leaders and colleagues more, learn about learning, leave no blind spots, and let your self-service level and personal quality go to a new level.
Shortcomings and problems of verb (abbreviation of verb);
1, sometimes work enthusiasm is not high, not very enterprising, and there is a phenomenon of procrastination.
2. The service level needs to be improved. Politeness is rarely used, attitude is blunt, and there is no initiative.
In the new year, with the care and support of superior leaders and under the correct leadership of manager _ _ _, I will conscientiously do my job, strive to improve my self-service, unite my colleagues, forge ahead, obey orders, serve and study, and work together with all the staff of the restaurant to make the restaurant prosperous, make rapid progress and achieve remarkable results in the new year.