Model essay on hotel staff training plan

In hotel service, the waiter gives the first impression to the guests; The orientation training for new employees is the first impression the hotel gives employees. Once the first impression is formed, it is difficult to reverse it. The following is a model of hotel staff training scheme, please refer to it.

Model document of hotel staff training plan 1

One,

Training purpose

1. Through outward bound training, employees from different regions and experiences can get along quickly and harmoniously, and the cohesion and centripetal force of the team can be enhanced;

2. Through the training of external professional lecturers, let employees have a systematic understanding of catering services, be familiar with service processes and serve customers;

3. Through internal training, let employees know the service concept of the hotel, and make a qualitative breakthrough in the understanding of catering services after training;

Second,

1. At present, the training content and time plan have been determined.

1, outward bound training

2. Professional knowledge training

The course has 15 days of training content, and the teaching time is 5 to 6 hours every day. Courses:

The first part: the content of employee life and career planning, fully integrated into team and individual quality training, so that every employee can understand that work is not for others, but for himself. Let every employee move forward with motivation.

The second part: love and respect for their jobs, and adjust the working status of employees: change employees' passive work into active acceptance, so that employees will actively form habits and strive to improve their own quality.

The third part: communication awareness training, to enhance the communication ability between employees and customers, so that customers are always excited. Greeting each other is a service culture of the hotel, which will actively communicate with guests and form a service culture of the hotel.

Part IV: Language expression skills training: Through language expression skills training, employees can know how to communicate with guests, how to improve their language expression ability quickly, see where the guests are when speaking, and how to control pronunciation and speech speed when expressing.

Part V: Etiquette, courtesy and customer service awareness: Through various service etiquette training, employees can develop good professional behaviors and habits. Standardized gestures, standardized manners and standardized operating etiquette are all indispensable parts of service culture.

Part VI: Professional knowledge training of catering front desk reservation: Through professional reservation process training, every employee can clearly know what he should and should not do. Reservation is an important part of front desk sales, and a perfect reservation procedure will greatly increase the turnover of catering.

The seventh part: professional knowledge training of catering dishes: through training, employees can know how to order food nutritionally, order food according to the physical condition of guests and master professional knowledge of dishes.

Part VIII: Professional knowledge training of catering service: sales skills of ordering food for customers and various services provided for customers.

Service skills (lighting cigarettes, changing bones, announcing dishes, introducing yourself before meals, urging dishes, toasting), high-end banquet design, room dining handling, guest complaint handling and other skills.

The ninth part: professional knowledge training of catering drinks and tea: through the study of drinks and tea knowledge, let every employee master the characteristics of selling drinks and improve the sales of drinks.

Part 10: Personalized catering service, catering toasting language service, and quickly improve the communication ability between employees and customers. Let the guests come happy and return satisfied.

Part XI: Catering service process training, so that employees can clearly know the service process of each dining form, such as wedding banquet, business banquet, family banquet, etc., so that employees can get busy, get up quickly and get up in an all-round way.

Training course arrangement:

Evaluation and inspection

This research is gradual. After 15 days (6 hours of training every day), students have a certain understanding of the whole customer service, and the assessment is conducted in the form of one stage, one assessment and one summary. After the whole training, students will be assessed in three aspects.

The first aspect: the assessment of theoretical knowledge support: in the form of written closed-book assessment. The second aspect: the assessment of language adaptability: in the form of oral examination and answering questions. The third aspect: practical evaluation: using practical operation to evaluate and assess.

3. Internal training

Service case analysis and operation training

1, wrong menu or wrong menu?

2. What if the guest orders according to the menu and there is nothing in the kitchen?

3. What should the guest do after eating the glass slag and mosquitoes and flies in the dish?

4. What should I do if I accidentally get oil, water, tea and drinks? Dirty guests' clothes?

What should the guests do if they are not satisfied with the quality of food?

6. What if the guests sometimes complain about the untimely service and the untimely food?

7. What if the guest wants to spend in a private room and the consumption standard is not enough?

8. What should I do if the guest refuses to pay for food, drinks and services because he is dissatisfied with his pants?

9. What if a guest misbehaves or even damages the hotel's catering and entertainment equipment due to drunkenness?

10. What should the guests do if they think the cigarettes, alcohol and drinks provided by the hotel are fake and shoddy products?

1 1. What about the dining utensils, entertainment utensils or furniture that the guest accidentally broke?

12. What should I do if the guest has deviant behavior or disorderly behavior towards the hotel service personnel?

13. What should I do if the guest asks for a gift from the hotel after spending, but the hotel doesn't have it?

14. What should I do if the guest stays too long, exceeding the business hours, and even affecting the preparation of the next meal?

15. What if the host country accidentally loses personal belongings and can't find them?

16. What should I do if the guest spends a small amount and asks for a discount?

17. What should I do if the guest falls, cuts or burns because of his age?

18. What should I do if the customer asks to check the consumption bill and finds that the cashier overcharged?

Third,

Training venues, dormitories and dining arrangements

1, training ground

2. Dormitory layout

1) Bedclothes:

Step 3 arrange meals

Verb (abbreviation for verb) training budget

Six,

Training mobilization meeting arrangement

Conference theme: training mobilization meeting

Moderator: Participants: the meeting time of all foremen, supervisors and managers.

Meeting place: Staircase classroom of training base Meeting contents:

1、 2、 3、 4、 5、 6、

Introduce the purpose of the training.

The company introduces and announces the specific training matters with the Shanghai company; Matters needing attention during training; Training and mobilization;

Employee handbook and job responsibilities;

Seven,

Departure and return organization arrangement

Eight,

Training reward and punishment system

First, punishment is the key means to maintain discipline, with the purpose of strict discipline, strengthening unity, promoting healthy trends, eliminating unhealthy practices, and comprehensively improving the collective quality and management level of employees.

B, punishment must be based on facts, but also according to the actual situation in accordance with the provisions of the additional punishment.

C, the system points are in 2 yuan nuclear standard, linked to the salary of the month.

D, each person's monthly basic score 100, if the total monthly accounting score exceeds 95 (including 95), no points will be deducted, and if the score is lower than 95, Article C shall prevail. ..

Item 1: Punishment system

1, if you don't wear your name tag as required, you will be deducted 1 point.

2, the behavior is not frugal, laughing, shouting, humming, whistling, flashy 1 minute.

3. Students are not allowed to wear colored nail polish and keep long nails during training. For gfd that does not meet the requirements, 1 point will be deducted each time.

4, always pay attention to their own image, standing posture is not standardized 1 minute each time.

5. If the training time is not dressed according to the regulations, 2 points will be deducted for violating the gfd regulations.

6. If you don't use polite language during training, 2 points will be deducted for not saying hello.

7. During the training period, 2 points will be deducted if you don't follow the prescribed channels.

8. If the training time is listless, 2 points will be deducted for being upset for no reason.

9. 2 points will be deducted for incomplete cleaning of the health responsibility area.

10, 2 points will be deducted for bringing irrelevant personnel into dormitory and classroom during training.

1 1. If you don't take time off according to the normal procedure during the training period, 2 points will be deducted for telephone leave.

12, 2 points will be deducted if the time is not specified.

13, the restaurant is noisy when eating, and 2 points will be deducted for those who don't line up.

14, 2 points will be deducted for reading and listening to music during work training 15, 2 points will be deducted for not completing the daily work assigned by the training teacher 16, and 2 points will be deducted for not speaking Mandarin during training.

17, 5 points will be deducted for leaving the training room without authorization during the training time.

18, 5 points will be deducted if the work is not completed and the task assigned by the superior is not completed on time and with good quality.

19, 5 points will be deducted for indecent behaviors such as running around, shouting and swearing in training places or workplaces.

20. 5 points will be deducted for littering, scraps of paper and other sundries in restaurants and classrooms.

2 1, 5 points will be deducted if the training and working hours do not cooperate with colleagues.

22. 5 points will be deducted for staying in the staff dormitory or influencing others without approval.

23, wear casual clothes into the training area, wear tooling to go out or go home, 5 points.

24, the assessment rate is less than 70%, 5 points.

25. During the job training, if visitors make private calls or play with mobile phones privately, they will be deducted 10.

26. Disobeying the command and confronting the leader 10.

27, refused to task, do not obey the normal management or transfer, regardless of the overall situation, through criticism and education can recognize mistakes, good attitude to admit mistakes 10 points.

28. During the training period or in the canteen, smoking and drinking are not allowed, and work after drinking is not allowed (except for arranging work). Offenders will be deducted 10.

29. Deliberately wasting resources and food and causing unnecessary losses 10.

30, sow discord or gossip, cliques, affect unity, disrupt the normal working environment and order of the department 10.

3 1, making a false report to the management personnel, and deducting 10 for each false report.

32, managers turn a blind eye to the phenomenon of violation of discipline or not in accordance with the provisions, 10 points.

33. Eating at work will be deducted 10.

34. In case of conflict with our employees during work, both parties will be deducted 10. If the circumstances are serious, the manager can make deduction and adjustment.

35. If you go out or come back late after 2 1: 30 in the evening, 20 points will be deducted. If there are special circumstances, it should be reported to the manager for approval. If you don't take time off without justifiable reasons, you will be severely punished.

36. Employees are forbidden to stay outside at night. If there are special circumstances, they need to ask the manager for leave. If you don't take leave without justifiable reasons, 30 yuan will be deducted according to the circumstances. 50 points

37, often violate the rules, incorrigible. (Same mistake, more than three times) 20 points:

38. Refuse to manage or transfer, be arrogant, cheat or contradict the leader face to face, resulting in adverse effects, 50 points will be deducted depending on the seriousness.

39. Those who steal company goods or colleagues' property will be dismissed after deducting the salary of the month. Item 2: reward system.

1, verbal praise from leaders plus 1 point.

2. If the rationalization proposal put forward is adopted, add 2 points.

3. Employees who actively participate in the work outside the responsibilities of the hotel department will receive 2 points.

4. If you are not punished for three consecutive days, add 5 points. 5. Outstanding performance during the training period, plus 10.

Model essay on hotel staff training plan II

As the opening time of the hotel approaches, it is necessary to systematically train new employees in time, not only to let them know

First of all, the five processes of employee collective training:

(a) determine the training objectives;

(2) Decomposition of training plan; Such as the decomposition of the stage setting process.

(three) the implementation of specific training work;

(4) Four-step training method: 1, explain; 2. Demonstration; 3. try; 4. Follow-up guidance;

(5) Situational training method: For example, at dinner time, the light is dim, and small guests sprinkle ice cream. What should I do?

(6) Summary of training results.

Secondly, the training framework is tentatively as follows:

First, knowledge training;

It is helpful for new employees to understand the hotel service concept and enhance their skill understanding and adaptability to the new environment. At the same time, master a professional knowledge systematically;

1, restaurant etiquette, etiquette is not only superficial respect, but also heartfelt respect and enthusiasm.

Including: international common address:

1) International address for men and women;

2) addressing senior officials;

3) Speech by the distinguished guests of the sovereign state;

4) the title of the person with occupation, position and degree;

5) the name of the soldier;

6) the address of the clergy;

7) On the appellation of ethnic minorities in China;

8) Address etiquette precautions in some countries;

(1) Domestic habitual address:

1) Use of honorifics;

2) the use of modest words;

3) Use of compliments;

4) Use of euphemism;

5) Use of nicknames:

(2) Speech ceremony for diplomatic activities;

1) Pay special attention to normative issues.

2) Be considerate and take care of the cultural habits of different countries.

3) Other manners that need attention;

(3) answer the guests politely and satisfactorily;

1) Ask and answer the guests in a euphemistic tone.

2) Disturb guests and pay attention to manners.

3) Be polite when talking to guests.

4) Contact with Westerners

5) Satisfactory answer other etiquette of the guests;

(4) Etiquette of using business cards:

1) the function of using business cards;

2) the etiquette of handing business cards;

3) Etiquette norms for business card printing;

(5) the etiquette of answering the phone:

1)

2) Say hello before saying hello;

3) Avoid using too casual language;

4) Learn to pay attention to listening;

5) Cultivate the habit of taking notes;

6) Speak in a peaceful tone;

7) answer the phone politely;

8) politely interrupt or transfer the call;

9) Answer in a friendly voice;

10) About volume and tone;

1 1) How to end the call gently;

(6) Hygienic etiquette of restaurants;

1) About personal hygiene;

2) About work hygiene;

3) About environmental sanitation;

4) About tableware hygiene;

5) About food hygiene;

(seven) the etiquette of the relationship between the guest and me;

1) customer psychological requirements;

2) customers' dining motivation;

3) The physiological needs of customers at ordinary times;

4) To straighten out the relationship between the guests and me;

2, customer personality analysis, to understand customers with different personalities, how to attract them, and what personality habits and preferences they have; How to answer their questions and doubts.

Power personality customer;

A lively customer;

Thinking personality customers;

Peaceful customers;

3. Knowledge of body appearance and makeup, corporate image of restaurant employees,

The training content includes:

Body training, expression (standard of smiling), body posture (standing posture, sitting posture, holding things ...) makeup knowledge;

Basic knowledge of makeup, light makeup and makeup artist, etc.

Color knowledge, the collocation of spring and winter colors, etc.

Second, skills training;

It is also the most important training program in the hotel at present, and it is also the basic skill of new employees;

Ordering service skills;

Filling skills;

Fill in the catering service guide;

Service skills of food delivery and table setting;

Indoor catering service skills;

How to handle customer checkout procedures;

How to say goodbye to guests after a meal;

How to provide room service for in-house guests;

1, Chinese restaurant service skills.

1)

Kuji; Number of people, number of tables, organizer, inviter, identity of guest and host, standard and time, dishes, serving order and charging method.

Third, understanding; Customs, life taboos, special requirements.

2) The division of labor should be clear;

3) The layout should be reasonable;

4) Chinese table layout and tableware preparation;

5) collect drinks and fruits;

6) Implementation of pre-meeting work;

7) Welcome skills and requirements;

8) serving order;

9) Dish service and tableware replacement service;

10) Chinese banquet checkout farewell service;

1 1) cleaning after the meeting and handling of special events;

12) Chinese buffet banquet service skills and matters needing attention;

13) Pay attention to group meals.

2. Service skills of western restaurants.

(1) Welcome guests;

1) greetings, greetings

2) Invite guests to sit down

(2) Pre-meal service;

1) Offer bread and water;

2) drinks before the guests order;

3) presenting a menu;

4) Explain the menu;

5) service drinks;

6) Order record;

7) Send the bill.

(3) appetizer service;

1) serve appetizers;

2) provide aperitif;

3) clean up appetizers;

4) adding ice water;

(4) soup or salad service;

1) Serve soup or salad;

2) Serve wine on the second course;

3) Wash the tableware of the second course;

(5) Main course service;

1) main course;

2) wine for the main course;

3) Wash the main course and tableware;

4) cleaning the seasoning;

5) Clean the crumbs on the dining table;

(6) After-dinner service (cheese and dessert);

1) Arrange dessert tableware;

2) Prepare utensils for supplying coffee or tea;

3) Serve dessert;

4) Serve coffee or tea;

5) clean the dessert plate;

6) Send drinks after meals;

7) Fill it with coffee or tea.

(7) Rules for ending and tableware placement;

1) Submit the bill;

2) collect money;

3) seeing the guests off.

(eight) the emotional appeal of western food service:

Understand the knowledge and characteristics of France, Russia, the United States, Britain, mainland China and buffet.

(9) Afternoon tea/afternoon tea service;

( 10)

(eleven) western buffet knowledge.

3, chess and card recreation hall staff training content:

1) Basic requirements for service personnel;

2) Procedures and standards for booking services;

3) Procedures and standards for reception service preparation;

(four) the service procedures and standards of the amusement hall;

Third, quality training;

Confucius said:

Improve employees' personal quality and correct thinking ability, facilitate the understanding and dissemination of corporate culture and value prospects, and establish employees' sense of responsibility, mission and brand strategy for serving hotels. Can be obtained from the following website

1, eight correct mentality:

Positive, normal, tolerant, zero-oriented, loyal, persistent, optimistic and responsible; 2. Study is a 2 1 century passport;

The main purpose is to establish employees' learning mentality, improve their learning ability and build a learning team;

3. Change makes you the biggest winner;

Enhance the adaptability of employees and adapt to various hotel policy adjustments.

4. Emotional intelligence training;

Educate employees on emotional intelligence.

5. Adversity quotient training;

Increase the psychological adjustment of employees in the face of emergencies;

6. 17 rules for building excellent teams;

Make employees pay more attention to unity and maintain the integrity of the team;

7, 2 1 leader rule;

Improve management leadership and understand human nature;

Finally, if the hotel's training institution is successfully established, it can create a unique corporate culture without relying on the training mode of other domestic enterprises, and launch a series of training topics abroad to increase the hotel's income, more effectively shape the corporate image in the industry and enhance the gold content of corporate brands.

Model essay on hotel staff training plan 3

With China's hotel industry playing an increasingly important role in economic and social development, its position in the world hotel industry and talent building are rising to an important strategic position. People fully realize the importance of hotel talent training, enhance the sense of responsibility and urgency of hotel talent building, and truly take talent training as a major event related to the development of the hotel industry. Well-designed employee training system

Hotel staff training scheme is a huge system, including training objectives, training contents, training lecturers, employees, training date and time, training places and equipment, training methods and many other elements. It is the organic combination of these elements and the premise and key to analyze the training needs of hotel staff.

First, set scientific training objectives. The purpose of hotel recruitment is to let employees engage in a certain position. If there is a certain gap between employees' functions and expected positions, it is the training goal of the hotel to eliminate this gap. Setting training objectives will provide a clear direction and framework for the training plan. In order to achieve the training goal, employees are required to master certain knowledge and skills through training, which are based on the analysis of the training system. Clarify the gap between the existing functions of employees and the expected job requirements, that is, determine the training objectives, refine and clarify the training objectives, and turn the training objectives into specific objectives at all levels. The more specific the goal, the stronger the maneuverability, and the more conducive to the realization of the overall goal.

Secondly, choose reasonable training content. After defining the training purpose, it is necessary to determine the teaching information that should be included in the training. Although the specific training content varies widely, it generally includes three levels, namely knowledge training, skill training and quality training. Knowledge training is the first level of organizational training. In school education, getting most knowledge training is conducive to understanding concepts and enhancing adaptability to the new environment. Skills training is the second level of hotel training and the most important training project in the hotel at present, which refers to the operational ability that can make things happen. Once learned, skills are generally not easy to forget, such as setting the table, making the bed and so on. When recruiting new employees, skills training is inevitable, because abstract knowledge training can not adapt to specific operations immediately.

Quality training is the highest level of organizational training. Here? Quality? Refers to whether an individual can think correctly. High-quality employees should have correct values, positive attitude, good thinking habits and lofty goals. A high-quality employee may temporarily lack knowledge and skills, but he will learn knowledge and skills effectively and actively to achieve his goals; And employees with low quality, even if they have mastered the knowledge and skills, do not necessarily need it.

The training contents of these three levels should be decided according to the specific conditions of different students. Generally speaking, hotel managers tend to be trained in skills and quality, while employees tend to be trained in knowledge and skills, which are ultimately trained by trainees? Function? With expectation? Location? The differences between them.

What kind of training method is most suitable for the training of your hotel depends on your actual situation.

From the formulation of training objectives to the selection of training methods, the final formulation of a systematic training plan does not mean that the design of the training plan has been completed, because any good training plan must be made up of? Evaluation? Modify? Reevaluate? Modify it again? In the process of implementation, only by continuous evaluation and revision can the training program be improved.

From the perspective of the training program itself, the evaluation of the training program can be refined into three indicators: First, from the perspective of content validity, the training content is tested. Check whether the components of the training plan are reasonable and systematic. Analyze whether the training system or training scheme meets the training demand analysis, whether all elements are coordinated and consistent, and whether it is the best choice.

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