Restaurant new employee training plan

Introduction: Restaurant waiter training materials mainly focus on four aspects of waiter service attitude, service knowledge, service ability, and service physical fitness requirements. of. Below is the restaurant new employee training plan I brought to you, I hope it will be helpful to you.

1. Company rules and regulations.

2. Understand and understand the basic principles and essentials (practice) of trays, pouring wine, and setting tables, etc., and the basic utensils and equipment of the restaurant department.

3. Restaurant service procedures: make a reservation, lay the table, and lay out the tableware.

4. Pre-shift meeting: pre-meal review

5. Service procedures between meals.

6. After-meal service procedures.

7. Understand the special dishes of this restaurant.

8. Practice the entire service procedure.

9. Explanation of file opening, closing and hygiene conditions.

10. Enterprise’s evaluation of training personnel.

1. Rules and Regulations

Obey and implement the instructions of your superiors; fights between colleagues are strictly prohibited; enter and exit in designated passages; uniforms are not allowed to be taken out; all belongings should be handed over before leaving the job; Handle other people's property to your boss; do not use entertainment products without the company's permission; save water and electricity; do not talk to relatives and friends during working hours, but should do so in designated places if necessary; do not make personal phone calls while at work; pay attention to personal hygiene, and pay attention to personal hygiene when working. You are not allowed to take a shower; you are not allowed to put perishable food in the dressing room, and your valuables are locked; you are not allowed to eat or share food with guests privately; you are strictly prohibited from asking for tips; you are strictly prohibited from arguing with guests; you are strictly prohibited from keeping confidentiality.

Appearance

1. Keep your hair clean and not dyed.

2. Do not have strange hairstyles or disheveled hair.

3. Wear light makeup, no strong perfume, no long nails, no nail polish.

4. Work uniforms should be neat and smooth.

5. Except for the wedding ring, other jewelry should not be exposed.

6. Keep leather shoes bright (five-color socks or light gray).

7. Wear a sign.

When meeting your boss, you should take the initiative to say hello. When speaking to guests, you should look at each other. You should use polite language from time to time when talking. You should knock on the door first when entering a room.

2. Tray

1. Six points, not close to the chest, between a punch.

2. The trays are all the same, use your left hand, bend your left hand, palm upward, fingers apart, hold it in the center of the bottom of the plate, do not stick the palm to the bottom of the plate, the fingers, palm, and wrist are stressed at the same time, and the tray is flat Hold the tray in front of your chest. Do not stretch the tray too far after lifting it up, and do not stick it to your chest. Generally, it should be 15cm away from your chest. While walking on the tray, your head should be upright, your shoulders should be flat, and your body should be straight. The steps are light and steady, and the right hand swings naturally and slightly with the steps.

3. Tips for using the tray: Wipe the tray clean before use.

Place tall and heavy items on the inside of the tray A: Keep the tray clean and close to your body, and place light and short items on the outside of the tray. B: Anti-slip, if unstable, do not start. Things on large pallets must be balanced.

4. Tableware

Seven-inch round plate, six-inch round plate (cold dish plate) bone plate, soup plate (grab the bowl) soy sauce plate (grab, put Soy sauce) tea cup (hold the bottom) saucer tea set, spoon, cigarette jar, three-inch round plate (as the base of the cigarette jar) chopsticks (small end down) three holes (salt cup) five holes (pepper) toothpick cup , knife and fork (fish bones), silver plate (towel basin), silver soup, soup, public chopstick holder, chopstick holder, tie pot, tie cup, wine, coffee cup.

3. Pre-dinner service procedures

1. Reservation of table: guest reservation (guests make their own reservations)

A. Meet the guests and reserve a table , take the initiative to greet guests warmly, ask for the name, unit, number of tables, number of people, phone number, time and dining standards of the booked guests, etc., and understand the guests' customs and habits, life taboos, special needs and other requirements.

B. According to the company’s regulations and requirements on top seats, fill in the reservation form and table list, and complete the deposit payment procedures.

C. When ordering dishes, try your best to introduce the restaurant’s special dishes and innovative dishes to understand the tastes of the guests.

D. Make all preparations, and notify relevant departments one day before making reservations and banquets.

2. Telephone reservation:

A. Guest’s reservation phone number, ask for the name, unit, number of guests, number of tables, phone number, time, dining guest standards, etc. to understand Guests’ customs, taboos, special needs and others.

B. Fill out the table arrangement form and contact us in time for confirmation.

C. Remind guests to reserve a table for 15 to 20 minutes.

D. Guests who do not come to dine on time must contact us in time to confirm whether the table is reserved.

3. Preparing the platform

A. Wash your hands.

B. Prepare all kinds of tableware, silverware, glassware, tablecloths, and tablecloths.

C. Check whether the tableware, silverware, glassware, etc. are in good condition and bright.

D. Prepare tablecloths and tablecloths to ensure they are clean, intact and flat.

E. Check whether the condiments and plates are fully equipped and clean.

(1) Laying the table

The center line of the tablecloth should be centered, the four sides should be the same length, and the four corners should be in a straight line with the table legs.

(2) Hold the tableware

Always use a tray, hold the tray in your left hand and hold the wine glass (hold the stem) in your right hand. Knives and forks should be held by the handle.

(3) When handling porcelain

Try to avoid contact between fingers and edges to reduce contamination. Tableware should not be used after it has fallen to the ground.

(4) Spreading tableware

○1 There is no priority when laying out the table.

○2 For each seat, lay a lining base plate and place a bone tray inside. The bone tray is 2 fingers away from the edge of the table. If there is a shop sign, it should point to the customer, and a piece of flower arrangement cloth should be stacked in the bone tray.

○3 Place silverware on the upper right side of the bone plate, place chopsticks with paper covers on the outside of the chopstick holder, and place the bottom of the chopsticks 2cm away from the table edge. Place the serving soup on the inside of the chopstick holder. Place the tea set on its side, 4cm away from the edge of the table.

○4 Place the soy sauce dish on the upper right side of the pelvis, and the soup bowl on the upper left side of the pelvis. Place the spoon in the soup bowl with the food handle to the left.

○Place a water cup on top of the 5-mouth soup bowl and soy sauce dish. The pattern or bottom mark on the cup should face the guests.

○6 Salt, pepper, and toothpick tubes are provided on the table. One ashtray is placed on the small table, and four are placed on the large table.

○7 Place flowers in the middle of the table.

○8 Place the Taiwan sign on the right side of the flowers, with the number facing outside the main road.

○9 Equipped with chairs corresponding to the seats laid out.

4. Check the table

A. Check whether there are any omissions in tableware laid on the table.

B. Check whether the countertop is laid regularly and meets the requirements.

C. Check whether the chairs are fully equipped.

IV. Pre-class meeting, pre-meal review, welcoming guests, ushering in seats, taking seats, making tea before meals, ordering food

1. Pre-class meeting

A. Fifteen minutes before the market opens, it will be presided over by the department manager, deputy manager or general foreman, or the foreman designated by the above personnel.

B. Under inspection, everyone’s appearance, uniforms and appearance are clean and tidy, and meet the requirements.

C. Accept work arrangements, table arrangements, important guests, kitchen supply status, main dishes, temporary personnel arrangements, special dishes, introduction of new dishes, and tasks specially assigned by the general manager’s office .

D. Listen to the situation report within the department and the foreman’s pre-meal preparation work, and arrange the tasks that need to be changed or reissued.

E. Inspection of sanitation work.

2. Pre-meal review

A. Before the meal, review the tables, countertops, spreads, countertop tableware, various stations, ashtrays, toothpicks and table numbers in the area. Whether the cards, etc. are complete and neat, whether they are placed neatly and meet the requirements, and whether the chairs correspond to the seats laid out.

B. Prepare billing receipts, ordering receipts, pens, neat menus, trays, spare tableware, small towels, storage items on the workbench, etc.

C. When ready, the restaurant manager or the general foreman or the foreman organizes some waiters to stand at the door of the restaurant, waiting for the first guest, and then everyone takes their place. Stand in the welcoming position specified by each area, stand dignified, smile naturally, and be prepared for welcoming service.

3. Welcome guests and wait for your seat

A. Stand on one side of the restaurant door, smile naturally, and be ready to welcome guests.

B. When you see guests coming, you should smile and take the initiative to greet them with honorifics: ?Hello! Welcome!?Good morning?Good evening? It is best to use this greeting to familiar guests Greeting guests with (her) last name to show respect, addressing unfamiliar guests as "Mr."

C. Ask the number of guests, whether there is a reservation, and whether they are a group guest, then take a half step back and take the seat with a "please" gesture.

4. Ushering

A. Take two to three steps in front of the guest to the left and walk at the pace of the guest. When ushering, if the instructor or the guest teaches you for a long time, you should turn back in time. Signal to guests so they don’t get lost.

B. When leading people, they should be flexible and adaptable to different objects and number of people, and lead them to the most appropriate position.

5. Take a seat

A. Guide the guests to the main table.

B. Ask for guests’ opinions and ask them to take their seats.

C. Pull the chair away, push it with your knees when the guest sits down, and push the back of the chair with both hands at the same time, so that the guest can sit at a suitable distance from the table. Generally, after the guest sits down, his chest The distance from the table should be about 10~15CM, and when hanging the coat and hat, say: Please give me the coat and I will hang it for you! Please do not put valuables in your pocket.

D. Stand on the right side of the table to the guest, use your right hand to open the first menu and drinks to the guest, consider the female guest first, then the male guest, and politely introduce the waiter in charge to the guest .

6. Make tea before the meal

A. As soon as the greeter leaves, the waiter should stand behind and to the right of the guest to welcome the guest.

B. Clockwise direction, start from the main guest (directly opposite the main aisle), or the guest is sure to dress and open the mouth cloth for the guest.

C. Serve the snacks first, place one on the small table and two on the large table, pour soy sauce, remove the chopstick covers, make tea and hand out small towels to the guests in a clockwise direction.

D. When the guest is reading the menu, he or she can gently ask the host or guest if they would like any more drinks or tea. After obtaining the consent, they should immediately receive the order, open the drink order and send it to the checkout counter.

E. If the customer does not want a drink temporarily, he or she can ask again when ordering.

F. Use a tray to serve drinks.

G. When pouring the first drink or tea to a guest, always use your right hand from the right side of the guest. Bubbly drinks should be poured along the wall of the cup, usually until the cup is 80% full.

7. Ordering

A. See the guest’s intention to order, and approach them promptly to ask for advice. Can I order for you?

B. Order When serving, stand diagonally behind the guests so that you can see the whole surface, with your upper body slightly arched.

C. If the guest is not sure what dish to order, he should come forward to introduce and recommend suitable dishes.

D. Write down the dishes ordered by the guests on the order menu. The writing should be clear and the simple characters should be easy to read.

E. Repeat the customer’s order and ask the customer to confirm.

F. You should ask the guests how familiar they are with certain dishes.

G. If the guest has a tight meal time and the ordering time takes a long time, he should be reminded in time and provide timely advice. The ** dishes you ordered may take ** time.

H. If the guest has special requirements for the dishes, they must be written on the slip delivered to the kitchen.

IV. Service procedures between meals

1. Pour wine and serve food

(1) Pour wine

A. Show guests Wine

a. After the guest selects the type of wine, the waiter should take the designated wine and hold the bottom of the bottle with his left hand at the table, hold the mouth of the bottle with his right hand, hold the bottle at a 45-degree angle, and match the wine license Waiting for guests and showing them wine.

b. If the guest orders white wine, put ice in the ice cone, put the wine bottle into the ice cone, with the wine label facing up, place the ice cone and rack next to the guest's table, and use The mouth cloth covers the ice tube.

c. If the guest orders red wine, the wine bottle should be placed in a wine basket lined with a towel, with the wine label facing up so that the guest can see it clearly.

B. Open the bottle cap

a. Prepare the bottle opener.

b. Cut the seal of the bottle along the first line of the bottle mouth with a wine knife, and gently turn the bottle while cutting.

c. Cut off the bottom of the seal

d. Wipe off the floating dust and sticky objects on the bottle mouth.

e. Insert the wine spinner and gently turn the handle until the rotor enters the bottle chamber. The wine spinner should be turned so that all the gong patterns enter the bottle stopper. f. Carefully place the wine vessel holder on the mouth of the bottle, and gently turn the stopper of the bottle.

g. Pull out the handle of the wine vessel, gently turn it left and right, and pull out the cork. When the wine cork comes out of the bottle, place the cork on your pelvis and present it to the guests. He checks whether the trademark on the wall of the bottle stopper is consistent with the contents of the sticker, and pours the wine after confirmation.

C. Pour wine

a. Wipe the mouth of the bottle with a clean napkin, wrap it with a napkin, and wipe the inside of the bottle mouth with your index finger.

b. Pour 1 ounce (OZ) of wine into the host’s glass, let him taste it and say, “Can you please taste the wine?”

c. Hold the wine bottle in your right hand , holding the napkin in your left hand, starting from the first guest, standing on the right side of the guest, and proceeding clockwise around the dining table. d. When pouring wine, hold the bottle at an appropriate height. After pouring the wine, turn the bottle back to prevent the wine from flowing out.

e. Use a napkin to clean the mouth of the bottle or wipe away the spilled wine.

f. Fill the wine glass with white wine (white wine), the depth is 2/3, and the depth of red wine is 1/2.

g. After each guest has finished pouring the wine, he should take one or two steps back to show respect for the guest.

h. During the service process, pay attention to observation and find out When there is only one-third of the wine left in the guest's glass, he should refill it promptly.

(2) Serving food

A. Tray

a. Always use a tray when carrying food, with the tray in your left hand, and wait for the waiter to serve the food.

b. Put heavy dishes on the tray, put cooked dishes together, and put cold dishes only with cold dishes.

B. Serving the dishes

a. Before serving the dishes, check whether the dishes are consistent with what the guests ordered, and confirm the order.

b. Remove the vase and station number plate before serving.

c. Dishes include cold dishes, raw and cooked dishes, soups, stir-fries, fish, vegetables, and snacks. Salty snacks can be interspersed with hot dishes. Desserts are served after all dishes are served (rice soup, fruit) ) order, before serving the dessert fruits, the countertop needs to be cleaned and the desserts and supporting supplies must be presented.

d. When serving food, stand in the middle of the right or left side of the dining table (the deputy guest of honor) and serve the food. When serving the food, state the name of the dish and make an appropriate introduction. Use a gentle hand when placing dishes, and place stylish dishes and new dishes in front of the first guest.

e. When serving whole chicken, duck, or fish, take the initiative to use a knife or fork to cut them open for the guests.

f. After eating spicy, sweet and boney dishes, replace the pelvis. Before serving dishes that need to be handled by hand, put a towel on it and place it in a silver basin. After the dishes are served, you should signal to the host and guest, ask the guest if they have any other requirements, and then retreat to the assigned position.

2. Replace the pelvis and ashtray

a. Replacement of the pelvis should be done from the guest’s right side.

b. After eating spicy dishes with lots of bone spurs, you should change your pelvis in time.

B. Replace the ashtray

a. There are no more than two cigarette butts in the ashtray.

b. When replacing the ashtray, place the bottom cover of the clean ashtray on top of the dirty ashtray and remove it at the same time.

c. Then put a clean ashtray on it.

3. Other services between meals

A. Observe frequently and provide small services.

B. Contact the kitchen at any time to adjust the dish delivery speed.

C. Please be sure to add wine, drinks, and tea at any time.

D. Adjust and replace dirty or missing tableware in a timely manner.

E. Light cigarettes for guests.

F. Meet other reasonable requests of guests.

G. If there are guests’ clothes on the back of the chair, they should take the initiative to cover them with anti-fouling towels.

H. Under air conditioning, if the guest feels uncomfortable, take the initiative to give him a warm shawl.

VI. After-meal service procedures

1. Checkout procedure

A. After the guests have finished their meal, they can check out after asking what they no longer need.

B. Ask about unified billing or separate bills.

C. Before sending the bill, combine the invoice with the computer and bill to see if they match.

D. Send the bill in a cashier basin or cashier folder. The bill can only be given to the person who paid the bill.

E. Do not quote the price on the bill.

F. If the guest signs, you should point the guest to the signature place. Please sign your name here. If you have a VIP card, hand it over to the checkout counter along with cash, check or credit card.

G. After completing the checkout, I would like to express my gratitude to the guest.

A. When guests leave, their seats should be pulled out.

B. Give guests a coat and hat, and cooperate with them when they are dressing. "This is your coat, I will help you put it on."

C. Say goodbye to the guest with a smile and express your gratitude again.

D. Check in time whether the guests have forgotten items. If found, they should be returned to the guests in time, or registered in time for safekeeping.

E. Take the initiative to open the door, say goodbye to the guest with a smile, and say "Thank you, goodbye, welcome to visit next time".

F. When approaching the stairs, you should ring the bell for the guests and send them to the stairs.

3. Other procedures for after-dinner service

A. After the meal, collect the tableware used by the guests and serve desserts and fruits.

B. Put a small towel on the tray with your left hand, and put it on the guest's right. Use your right hand to put the towel basin on the table, and at the same time say "Sir (Miss), please use a towel." ?

C. Close the station

a. After the guests leave, the station must be turned over in time.

b. When putting away the table, first put away the glassware and silverware, and then put away the tableware on the table in turn. The silverware should be handled with care and without making any noise. c. Re-pave the table according to the specifications of the table, place neat utensils on the chairs, and welcome the next batch of guests.

4. Guests at high-end banquets

(1) Preparations before the banquet

A. All tablecloths for multiple banquet tables must be of the same specifications and colors.

B. Place patterned paper on the basin and cover the pelvis.

C. Place the banquet menu. The menu should be placed on the left side of the pelvis. The number of menus depends on the size of the banquet, but the first guest must have one.

D. The banquet organizer needs to place a seat card in front of each seat.

E. Understand the nationality, identity, religious beliefs, customs and dietary preferences of the guests.

F. Find out the date, time, standards, number of people, banquet arrangements, location and special requirements of the host unit.

G. Make reasonable arrangements according to the type and level of the banquet, and make sure that the lighting, sound, and room temperature equipment are in good condition.

(2) Banquet service

A. When the first guest or the host leaves his seat to deliver a speech, the waiter on duty should place a glass of red and white wine on the tray. When the speech is completed, he should Hand it to the speaker.

B. When the host goes to each table to toast, the waiter should follow behind him and pour more wine for the host in time.

(3) Banquet serving

A. 10 to 15 minutes before the banquet, cold dishes are served on the table, with the shaped cold dish basin facing the first guest.

B. During the entire banquet, the people on stage must stick to their posts, pay attention to placing items gently, and speak softly.

C. The cold basin serves the guests according to the batch distribution method.

D. When serving hot dishes, announce the name of the dish and give a brief introduction, then place it on the turntable, look around to all the guests, take the dish down, and divide the dishes on the food preparation table. After it is ready, serve the dishes to the right of the guest in a clockwise direction starting from the first guest, leaving a little on the large dish plate for refills.

E. When removing the dishes, use a towel to clear away the garbage on the turntable and remove the used pelvis from the guest's right side.

F. Master the timing of serving dishes and the appropriate speed. During large banquets, serve dishes at the dining speed of the main table.

G. When dividing the soup, place the soup pot on the turntable and rotate it once. Then, portion the soup into the soup bowls one by one on the workbench. Put the soup bowl on the bottom and put the soup from the right side of the guest. The bowls are served, and the soup prepared by the kitchen for each person is served directly from the right side of the guests.

(4) Banquet Farewell

A. After the large banquet, the foreman and receptionist line up to the door of the restaurant to bid farewell. In addition to the above, the advanced banquet service requirements also include the general service order of the restaurant.

5. Group reception requirements

(1) According to the restaurant service order

(2) Special requirements for reception of groups

A. Understand The team name, number of people, meal standards, meal type, nationality, religious beliefs, life characteristics, meal time, taste preferences, and checkout method of the meal-packing group.

B. Notify the kitchen to prepare the dishes and do not delay the guests’ time.

C. After the meal is finished, please accompany the person to sign on the bill and write down the number of people dining and the name of the group.

6. Requirements for buffets, buffets, cocktail parties, and afternoon tea parties.

7. For other special requirements, service staff should be familiar with the menu to facilitate service introduction and record the tableware and utensils according to the service requirements of the dishes listed on the menu, and prepare service utensils. There should be room for tableware preparation. . ;