1. Wear a full set of standard uniforms, famous brands, hats and leather shoes (black flat-heeled Baotou leather shoes are required), which are flat and clean.

2. No nail polish, no long nails.

Keep your hair clean and tidy, and don't fall on your face and shoulders.

4. The hat should be clean and tidy at work.

5. Male colleagues' beards should be trimmed neatly without beards.

6. Don't talk and laugh loudly.

7. Words and deeds should be cheerful, attentive and polite, and female colleagues should wear light makeup.

8. Male employees should wear black socks, and female employees can wear flesh-colored socks.

Second, you need to know what you can't do in the shop.

1. Employees should not answer the phone in private.

2. Don't enter the manager's office and the dry goods room without authorization.

Don't smoke outside the shop in work clothes, you need a whole set of uniforms in the shop.

4. Don't wear slippers into the store, and put them into any workstation without wearing them.

5. Don't take things from the store without permission (such as placemats, beer cups, etc.). ).

6. Don't speak dialects at the workstation.

Three, the shopping malls need to know a few points

1.6-2- 1 principle: all products are 6 inches from the ground, 2 inches from the wall, and the interval is 1 inch.

2. Any food in the restaurant must be off the ground 15cm.

3. First-in first-out: Advanced products must be used and sold first to ensure that the products are used during the warranty period.

4.TLC: It means that all equipment should be careful, caring and careful.

5. In addition, close the door and turn off the lights, save resources and facilitate cleaning, separate raw and cooked, and do not mix cleaning tools.

6. Cleanliness and convenience: the whole workstation is clean, and the principle of using any equipment and tools: whoever cleans it and puts it back, including the tables and chairs in the lounge.

Kensuke

I. Founder Harland Sanders (1890- 1980)

1930 invented KFC fried chicken.

1939 was awarded the Colonel Medal by KFC.

1953 set up the first restaurant.

1987 entered the China market, with the first store in Beijing (Qianmen Store).

1993 Hangzhou KFC co., ltd was established.

Fricon is delicious. Established on June 7th 1997.

Global Yum! Brands and Yum! Brand international group was established.

Hangzhou No.1: Renhe Branch

Second, KFC-restaurant.

The restaurant is divided into three areas: service area, general distribution area and kitchen area.

1. Service area: lobby and distribution.

2. General distribution area: it is a workstation that stores products well, makes them correctly and distributes them reasonably.

3. Kitchen area: the area where raw materials (chicken products) are processed and sold.

* Champion scheme

1. The championship plan has six important aspects:

Beautiful and clean environment; Sincere and friendly reception; Accurate feeding;

Excellent maintenance facilities; High quality and stable products; clipper service

2. The main factors that affect customers' decision whether to come to our restaurant again:

Product quality+dining experience+product value = customers decide to come again.

3 1% 56% 13% 100%

Attraction to customers 87%

3. Purpose:

Encourage employees, prevent restaurant employees from being complacent, and encourage employees to treat every customer as a mysterious customer.

* Every restaurant has mysterious customers at least once a month.

* The champion test can be conducted on any day of the month. If a standard is not met, the region will not succeed.

Health articles

1. Temperature of bacterial growth: 40- 140 degrees Fahrenheit (4-60 degrees Celsius).

2. Easy growing environment: wet and acid-free.

3. Common bacteria: Salmonella, Hershey, Staphylococcus, Botox and Escherichia coli.

4. Cross-contamination refers to the spread of bacteria from one person or object to another.

5. Four steps of cleaning: scraping, flushing, washing and disinfection.

6. Three-step cleaning: detergent, clear water and disinfectant.

7. After eating food contaminated by bacteria 12-24 hours, symptoms such as vomiting, diarrhea, stomachache, fever, spasm and dizziness will appear.

Health chapter: life safety chapter

1. Use leg strength when lifting heavy objects.

2. Use a dry rag when taking hot items.

3. Wet things should be immediately mopped on the ground.

4. Wear flat-heeled shoes to work, with non-slip black head.

5. Don't put sharp tools such as blades in the pool with foam, but put them in a fixed and easy-to-see place.

6. Put the fire extinguisher in a specific location. When in use, pull out the safety bolt and press the handle 6 inches away from the flame.

7. If you are burned, rinse with cold water immediately.

8. When you meet a robber, lower your head, don't look at your face, and obey unconditionally.

9. Common injuries in restaurants include falls, cuts, burns and sprains.

Three understandings and three meetings

Three understandings:

1. Understand the unsafe factors in production. Understand the fire protection measures. Know the use of fire extinguishers.

Third meeting: 1. Will call the police. 2. Can use all kinds of fire fighting equipment. 3. Will put out the initial fire.

* KFC team spirit

1. Have the spirit of mutual assistance after finishing your work.

KFC will support the growth of every employee through good training.

KFC will cherish the work of every employee.

Hall article (S2)

The lobby includes the customer dining area, the bathroom and the road outside the store (sanitary condition outside the lobby).

A, the hall attendant's responsibilities

1. As a receptionist, I greet customers and help them as much as possible.

2. Give reasonable answers to customers' questions for the benefit of the company.

3. Ensure the cleanliness of the dining area and the safety of the restaurant.

Second, the priority of work.

First deal with things that directly affect the convenience or discomfort of customers, and then deal with things that indirectly affect the inconvenience or discomfort of customers.

Third, the cooperation and service spirit of the lobby staff.

1. spirit of cooperation: actively assist and support each other, operate the second workstation at low peak, communicate well, maintain good communication with the reception staff and fully cooperate with the work.

2. Service spirit: actively help customers in need, greet customers in a friendly and pleasant way and greet or apologize to customers.

Fourth, the handling of customer complaints.

Listen attentively, care about customers, satisfy customers and thank customers.

V. Specific work of hall staff

1. Stocking: a. Material preparation: straws, toothpicks, large and small garbage bags, toilet paper, hand sanitizer, incense boxes, ingredients and packaging materials.

B. Tool preparation: rag, broom, dustpan, mop, water wheel, tamping rod, glass scraper, shovel, scouring pad, brush, bucket, wet floor and suspension board, poisonous water and cleaning agent.

2. Cleaning work:

A. Wash the plates in operation (no more than two seats that are not collected and will not affect customers).

B tables and chairs should be placed horizontally, neatly placed and wiped clean.

The ground should be kept clean. If there is a beverage tip, remind the customer to pay attention and sweep and drag it in time.

D keep the garbage bin clean inside and outside, and replace the bag when the garbage reaches three quarters after tamping.

E cleaning of doors and windows, furnishings, bonsai and children's amusement parks.

Clean the perimeter of the restaurant every 30 minutes.

G toilet urinal without stains, clean floor, small garbage bag half full, soap box clean, sink without water, mirror without water, hand dryer in good condition, correct signature (clean once every 15 minutes, clean on time).

H workshop materials and tools are sufficient and clean.

* Wipe the table: back and forth, back and left and right, and then left and right.

* Sweep the floor: sweep around first, then sweep the middle.

* Mopping the floor: When mopping the floor, the mop is splayed backwards.

I. Opening and closing process of the exhibition hall

1. Opening: stock up, clean tables and chairs, mop the floor with disinfectant, open the toilet, clean the hall glass, sweep the road outside the store, wipe the old man's portrait and ashtray on the display cabinet, set the old man's portrait and ashtray at the door before opening, and turn on the air curtain machine.

2. Hall completion: desk and chair surfaces, train chairs, three-step cleaning, floor cleaning, three-step cleaning and collection of garbage bins, toilet completion, skirting board, skirting line and other details cleaning.

* three noes of the restaurant:

Smoking is not allowed, foreign food is not allowed in the lobby, and pets are not allowed in (and: no parking at the door, no beggars nearby)

Collection and distribution of goods (S 1)

In the receiving and delivery area, we have six members, namely, ordering staff, cashier, caterer, delivery staff, beverage maker and delivery staff. We need to cooperate with each other in order to better serve our customers.

1. Introduction to the cashier team: (See the diagram for details)

Second, the cashier's specific case: the cashier's responsibilities: specialty, dealing with people, knowing how to get on the computer and maintaining order.

* cashier seven steps:

1. Welcome customers. Step 2 order food. 3. suggestive sales. 4. Confirm the ordering content. 5. Packaging products. 6. Change and confirm the order.

7. Provide catering and thank customers.

* 5- 1-5 principle in cashier.

The first five fingers: 5 seconds means that customers need to say hello within 5 seconds before arriving at the counter.

The second 1 means: 1 minute means that the fifth and sixth steps of the seven steps should be completed within 1 minute.

The third finger: 5 minutes, which means that the complete meal must be delivered to the customer within 5 minutes from the time the customer queues up.

* Catering

1 .5 parts by weight of chicken nuggets

Thigh:140-190g; Rib:120-170g; Chest: 95-125g; wing:85- 1 15g； Lower leg: 80- 1 10g

2. Chicken nuggets:

A piece of chicken: ribs, breasts and thighs in turn.

Two pieces of chicken: can be matched with: thighs-wings; Rib chest; Calf rib

Three pieces of chicken: add different pieces (meat) on the basis of two pieces of chicken.

Five pieces of chicken: refers to the five parts of chicken.

Nine pieces of chicken: two ribs, one chicken breast, two chicken wings and two big chicken legs.

* black and white catering; With flesh and blood, first with bones, then with meat.

White meat: ribs, wings and breasts; Black meat: small legs and thighs; Meat: big, calf, chest; Bones: ribs, wings

3. Unit allocation method:

One set meal: salad, small French fries, a spicy chicken wing, a piece of chicken, buns, corn cob and mashed potatoes.

B Two servings: hamburger, sundae, large box of Colonel chicken nuggets, 90Z drinks, 120Z drinks and medium fries.

Three units: 220Z drinks, large bags of French fries.

* Provide one napkin for all napkins for two units, three napkins for each deluxe package and two napkins for children's package.

Six napkins for the whole family package

4. Unit of packaging materials:

Restaurant A: small paper bags 1 set, 2-3 medium-sized containers and 4-5 large containers.

B take-out: small paper bags 1 unit, No.4 bags 1-3 units, small take-out boxes 4-6 units and large take-out boxes 6-9 units.

Note: No.4 bag and small paper bag do not need outer packaging, and vest bags are put directly without paper bags (except salad, corncob and mashed potatoes) with outer packaging; When dining, it is dry and wet, and hot and cold are separated.

prepare a meal for sb

A. check whether the materials are sufficient; B hand washing and disinfection, pay attention to first in first out.

6. Placement method

Product catering: all products of KFC face customers; Drinks should be close to customers to prevent customers from falling when walking; The main meal is placed in the middle and the side meal is placed on both sides; Napkins and spork are placed on the right hand side of the customer; Don't touch hot and cold food.

Takeaway products: separate hot and cold bags; Provide standard accessories; The main meal is being served, and drinks and chips are being served vertically.

7. Giving seasoning:

Hot coffee: a sugar bag, a stick and a partner; Hot black tea: a sugar bag mixed with sticks;

Colonel chicken nuggets: three kinds of sauce packets, one given according to different tastes of customers;

A packet of small French fries with a packet of ketchup, medium French fries and large French fries with two packets of ketchup.

8. Supplies

* Quality management

1. It is forbidden to sell products with quality problems.

3. When the cold drink temperature is lower than 40°F, put half a cup of ice (when the cup sweats, it needs to be discarded).

Coffee 167 F- 190 F other hot drinks175 f-185 f.

3. Pay attention to the product FIFO.

4. Avoid damaging the appearance of the product when grasping.

5. Pay attention to close the door of Chen Bao when catering to avoid heat loss.

6. Keep the table clean and tidy when catering.

* issue large bills

1. There is more than 1000 dollars in the till.

2. The manager, cashier and cashier should be present at the same time;

* How to play the coupon key: press the goods on the coupon key to enter the cash register, and then press the cash register key to recover the corresponding meal coupons. Gift certificate play: product key-gift certificate key to open the cabinet;

* Employees entering the distribution area are not allowed to bring money.

* Cashier is in direct contact with money, so please lead an honest and clean life for every employee who is about to enter the collection and distribution area; In addition, money is often lost after cashier. According to past experience, the following points are summarized. Please keep in mind, avoid frequent mistakes and the regret of losing money.

1. The gift certificate is wrong.

2. It is caused by private exchange of money between cashiers;

3. When issuing large bills, the cashier himself, the manager and the cashier should be present.

4. Received counterfeit money

5. Incorrect amount input leads to wrong change.

6. It is easy to make mistakes when two or three businesses are tied together.

7. Check the number of toys and the location of money carefully when you leave.

Note: You can only proceed to the next step after each step is confirmed! !

Noun explanation:

Change the machine: the product has been entered at the cashier, but the money has not been confiscated, and the customer requests to change the machine.

Rejection: after receiving the money from the transaction, the product needs to be changed due to customer requirements or own operational errors.

Ask the manager to cancel the previous transaction, enter the new transaction in time and keep the correct paper tape.

A wrong paper tape with the signatures of the manager, cashier and cashier on it.

Make a refund: after a transaction is collected, cancel the corresponding product and not replace OVRRING in time.

In the absence of correct transactions, the corresponding amount will be refunded.

General distribution (p)

General distribution is a workstation that stores products well, makes them correctly and distributes them reasonably.

Our learning philosophy:

1. In terms of space, it includes syrup area, salad room, freezer, freezer, hamburger station, French fries station, Chen Baohe chicken roll station.

2. Time: Every device is turned on and off, and the whole workstation is turned on and off.

3. Learning Project: P 1 Total Distribution Control P2. Mashed potatoes and chicken juice P3 hamburger making P4. Salad P5. Millet P6 French fries P7 Colonel chicken P9. Beverage preparation. P 12 furong fresh soup P 15 taro sweetheart P 18 chicken rolls.

4. Equipment: soda machine main engine, cold and hot well, beverage tower, Paul Chen, burger machine, NG incubator, Hamburg refrigerator, fruit treasure machine, direct guarantee, coffee machine, F/F incubator and chicken roll station.

We also need to learn: serving products (chicken products and accessories, including food and drinks), changing syrup, changing CO2 cylinders, filling hamburger sauce, repackaging salads and cutting lettuce.

* * * Any product will have a line of raw materials (storage), production process, storage, packaging and sales.

1. Quality, quantity, storage temperature, shelf life and cleanliness of raw materials;

2. Production process: correct operating standard procedures and the use of production equipment (such as oil quality, oil temperature, oil quantity, cleanliness, etc.). )

3. Temperature and humidity of product storage equipment.

4. Packaging materials used in finished products (quantity, cleanliness)

* Note:

Clean the whole workstation and clean every device in the workstation; Every equipment should pay attention to thin layer chromatography; At any time during use;

Pay attention to FIFO when taking things, if the products are incomplete, there will be pollution; Drop to the ground-discard it in time, pay attention to FIFO and turn off the lights; Clean up at will, perform the second workstation after completing the first job, and do not leave the post without authorization, and maintain good communication among colleagues;

The use principle of any equipment and tools: whoever uses it will clean it up and put it back in its original place.

P 1 general distribution control

Hand washing and disinfection. Preparation: More than four clean and disinfected rags and enough time cards. Understand the placement of materials. Confirm the quantity of all prepared finished products and products. Understand the personnel status of each workstation.