酒店餐饮部中餐厅筹备时培训计划.doc

Training Plan—El chino
培训的目的意义
:
在员工形象、个人举止、对客服务技巧方面达到标准要求,以符合酒店的形象及标准,满足客人的期望值,创造良好的社会效益及经济效益。
:
在成功完成培训后,员工将能够解释如何协作来提高服务质量以及怎样运用安全正确的方式保证工作质量,运用良好的客务关系使客人感到宾至如归,适当地满足客人的需要及处理投诉,建立团队精神和增强自豪感。
日期Date
培训时间Time
培训人Trainee
培训者Trainer
培训课题
Task
培训内容
Content
目的、要求
Goal & require
pm—pm
El chino staff
标准服务流程
SOP
如何问候客人How to greeting guest?
to serve guest sit down?
to use service tray?
怎样更换烟灰缸? How to change ashtray?
怎样递菜牌? How to present the menu?
怎样接听电话? How to answer the phone?
怎样接听电话预订?How to answer telephone reservation?
怎样查看预订. How to check the reservation?
如何服务一包香烟 How to serve a cigarette?
要求每位员工都清楚并理解每个服务步骤的每一个细节
All the staff must be clearly the details for each single step.
实践练习Role Play
实践练习1-9项 Role play 1-9
pm—pm
标准服务流程
SOP
怎样服务牙签 How to serve toothpicks.?
怎样服务矿泉水(不带汽的)How to serve the mineral water?
怎样服务矿泉水(带汽的)How to serve sparkling water?
怎样服务生日蛋糕 How to serve a birthday cake?
怎样更换布草? How to change linen?
怎样处理客人投诉? How to handle plaints?
怎样递帐单? How to present the guest check?
客人离开时如何致谢?How to farewell guest?
实践练习Role play
实践练习10-18项 role play 10-18
日期Date
培训时间Time
培训人Trainee
培训者Trainer
培训课题
Task
培训内容
Content
目的、要求
Goal & require
月日
pm—pm
El chino staff
标准服务流程
SOP
怎样推销酒水How to up selling the drink?
怎样擦亮和搬运玻璃器皿?How to polish and carrying the glassware?
如何擦亮和拿取瓷器? How to poli