I. During the meeting:
1. Welcome speech, leader introduction and self-introduction. Briefly introduce the company's organs: positioning, purpose, requirements, objectives, business philosophy, management mode, organization, business areas and regional distribution, and the general situation of industrial departments of other organs.
2. Publish the labor regulations: relevant contracts, working hours, handling of various certificates, post adjustment and promotion, salary payment standards and adjustments (basic salary, commission, tips), responsibilities and termination of contracts, legal holidays, annual leave, social insurance, year-end bonus, work meals, illness, personal leave, absenteeism, maternity leave, wedding leave, funeral leave, etc.
3. Training course arrangement, person in charge, meal, time, salary, matters needing attention, required items, complaints and suggestions (abnormal things and good suggestions during the period),
Second, military training: it is the best embodiment of a person and a team's mental outlook and cooperation ability. Personnel who have specialized in military training (such as security guards) are responsible for this matter. Pay attention to military posture, standing posture, walking posture, turning around, self-introduction of employees (combining language proficiency and personal courage), endurance, basic service posture of service personnel, and basic requirements (additional) require employees to enter the work initialization.
3. Work system: attendance and sign-in, access to places, uniforms, changing rooms, dining, personal phone calls, meeting guests, computer use, salary, taking things, tips, gifts, bulletin boards, confidentiality, suggestion boxes, guest facilities and consumables (counted separately).
Four. Provisions on rewards and punishments: conditions for commending various events, purpose and scope of punishment (warning, gross negligence, verbal praise, posting praise, material reward and promotion praise) (additional).
Team spirit: unity, cooperation, enterprising, motivation, responsibility, ownership and integrity (additional).
6. Enterprise spirit and corporate slogan (involving the embodiment of corporate culture): such as sincere hospitality, customer first, there is no best but a better and superior environment, excellent facilities, excellent staff, excellent service, guests are God, and God is always right, dinner, travel, etc.
7. Professional ethics: abide by discipline and law, put the interests of the company first, accept supervision, study hard, practice basic skills, be modest and prudent, etc. (additional).
Eight, work discipline: some behavior, language and procedural provisions (additional)
Nine. Service concept and service quality control: in terms of methods and conscious actions, we should pay attention to nuances and nuances, especially the light and heavy connection of each link (the concept of subtle links is reflected in the service process of each region).
Ten, sales awareness: through familiar business knowledge, reading, asking, inducing, recommending, convincing people with reason, moving people with emotion, do everything possible to guide customers to consume.
Xi。 Service reception language and attitude regulations: mainly refers to the commonly used language in service, such as welcoming guests, greeting, answering the phone, guiding customers to spend, entertaining guests, delivering drinks, not answering, etc.
12. requirements and standards of gfd: mainly refer to the general regulations on work clothes, head, hands, hair, face, standing, walking, smiling, talking and patrolling.
13. Basic training: refers to the processing of tea, juicing, computer operation, cocktail bowls and trays, light and heavy handling, reception instructions, and handling complaints from guests.
Fourteen Service process and matters needing attention of each post. Combined with code of conduct, polite language, regional distribution, safety analysis, goods placement regulations, before business, during business, after business, before serving guests, during business and after business. Health system: the division and inspection of health areas in each post, the general, line and surface of articles in the space, especially the toilets and dead corners, the cleaning of wine utensils at the bar, the standard of placing articles, the cleaning of air conditioners, the cleaning of exhaust fans (holes), the dosage, time, sanitary utensils and the number of use cycles in each area can be found in small places.
15. Commodity pricing: take-away drinks (tea, drinks, fruits and food), compensation price (compensation price for goods damaged by guests and internal employees), boxes and computers. Brief introduction of features and functions: Let employees know about various equipment functions for guests. Handover system: all kinds of abnormal negative conditions before, during and after the opening of each post, guest registration, receiving goods, customer complaints and hygiene.
16. Regular meeting system: before work, after work, two sessions, personnel scheduling, appearance inspection, information exchange and release of superiors and departments, normal pre-job training (sales, etiquette, case analysis, abnormal situation of last shift), and daily work arrangement and layout.
17. Provisions on goods: goods to be received (form), order of sale (first in, first out), voucher borrowing (document), purchase, loss reporting (form), signature of responsible persons at all levels, and goods repair report (document).
Regulation of flour grass (towel): the recycling record of washable items such as towels.
Nineteen. Provisions on safety and fire control: Measures to guide and appease guests and persons in charge in case of work safety requirements, fire control, theft, accident, emergency and food hygiene.
20. Documents and forms: procedures for collecting and using all kinds of documents and forms, use regulations, storage compensation and authority regulations, and priority input order of documents delivered by cashiers and bills.
2 1. energy-saving regulations: each zone will be turned on, off and temperature controlled (indoor) when designated.
22. Use and maintenance of guest's articles: be familiar with various articles (mainly fixed facilities), televisions, song ordering systems, air conditioners, the use methods and related technical parameters of switching volume, brightness and temperature difference in various areas, as well as the first-in-first-out principle of take-out articles in bars and articles and consumables sold in other areas, especially the precautions for storage and ventilation of spare articles.
Twenty-three, about drunkenness and five kinds of guest services: according to the actual situation, release and dissuasion, follow-up service, whole-course care, locking service areas and points, and service handover in each service area (plus).
24. Complaints about guests: collect and feedback the opinions and importance of guests, make an inquiry form and ask guests to fill it out.
Twenty-five, scheduling regulations: the right person, the right time, the right place, let them display their talents as much as possible.
26. Pre-business simulation operation: check the items required in training in different periods and regions, drill common and unexpected accidents, and find out the shortcomings in the simulation combined with case analysis to improve and perfect it.
Twenty-seven, inventory system: regularly check all kinds of items, the responsibility lies with people, linked to rewards and punishments, including fixed guest facilities, consumables and consumables, summarize and settle operating costs and profits, and the consumption value and net value of each guest.
Twenty-eight, performance appraisal: combined with operating income, various losses, personnel use, regular comprehensive analysis, compared with each period to find out the shortcomings, minimize losses, and actively launch marketing programs.
Twenty-nine Please correct me if there is anything wrong with the above.
Additional training plan
After the big class, the department training is mainly divided into the following points, combined with rules and regulations:
1. Daily military training: basic service postures, requirements and precautions for standing posture, standing posture, walking posture and walking posture: raise your head, hold your chest out, abdomen in, chin, straight legs and heels are automatically separated from each other by no more than shoulder width, raise your head, glance at the corner, don't rely on things, chat, look around, and walk unnecessarily, such as playing with things and scratching. When you push the door, you enter left and exit right, because the guest enters left and exits right (relative to the waiter). When you enter the door, knock even if the door is open. Care about each other before you care about yourself, such as a tray. Walking service is short, agile, straight, wide and outstanding, safe and polite.
2. Work attitude: meticulous, enthusiastic, efficient, responsible, cooperative and loyal. At the initial stage of training, gradually establish and establish a supervision mechanism.
3. Service awareness: answer and ask questions in detail about what family is, one-stop service.
Lock the door after 2 am in room 4.
5 Do a good job of daily disinfection, and open the doors and windows regularly (8: 00) every day.
6 Regularly check whether the towels and sofa cover in the box are dirty, and send them for washing and replacement in time.
When booking or reserving a room, lock the door.
8 do a good job of cleaning and sanitation at night shift, no rooms are closed, and patrol regularly to do a good job of safety fire control.