Training content of catering management training

In order to form the standardized management of restaurants, improve the service quality of restaurants, write a restaurant management manual and strengthen restaurant management.

First, cultivate people-oriented and customer-oriented service consciousness.

In a high-standard restaurant, customers should not only enjoy delicious food, but also enjoy humanized service. Therefore, the training of restaurant staff should first start with changing the employees' concept, so that they can firmly establish the concept of people-oriented and guests are God.

The establishment of this concept cannot rely on coercion and exhortation, but first depends on interpersonal communication. Between trainers and employees, between employees and guests, between employees and management, we should build bridges of communication, care for each other and create an inclusive atmosphere. Reasonable and smooth channels should be set up to reflect the opinions of all parties. Only when restaurant employees are willing to reflect their opinions and make suggestions on restaurant work can the development of restaurant work be promoted. Therefore, in the process of training, we should consciously strengthen the enthusiasm of employees in interpersonal communication. Secondly, the training should also clearly define and divide the functional positions of restaurant employees. It is necessary to emphasize the service nature of employees' work and resolutely oppose ignoring customers' behavior and arrogant and impetuous attitude in employees' work. Thirdly, employees who can't agree with the nature of restaurant work and service should rely on the mechanism of promotion and demotion. Employees feel that their ability is not limited to washing dishes, they can become chefs or enter the restaurant management by their own skills. Only in this way can people do their best and not waste resources.

Second, provide people-oriented training content.

Restaurants serve customers. In addition to the general demand for food, customers also have special needs that vary from person to person, and their satisfaction evaluation of restaurant employees also has different standards. The complexity of customers' needs makes the work of restaurants very difficult. It requires employees to be aware of and be good at analyzing the complexity of customers' needs at work and make corresponding treatments. Therefore, the content of employee training should also include two basic contents, namely, standardized service and personalized service.

1, standardized service

Standardization includes two levels, one is the standard of service procedures for service personnel, and the other is the standardization of technical personnel's work. Every waiter has the same procedure for greeting guests, and every sentence he says is also taught by training. What dishes are introduced first, what dishes are introduced later, and even how much wine is poured in the cup is the same. This is the result of training standardization. These things are quantified before training, and employees should practice them one by one during training. Technicians in the catering industry mainly refer to employees who work in the kitchen. In order to standardize, all training contents should be quantified, such as the time of a dish in the pot and the amount of a seasoning in a dish, so that employees can operate according to the standard. In this way, through strict standardized work training, every process in restaurant work, from manager, chef, waiter to PA; From the aspects of food quality, food cleaning, cooking, bills, service language, body language and so on. We can all act according to the rules and rewards and punishments can be based on evidence.

2. Personalized service

A) During the training process, we designed solutions for employees on many occasions, such as guests being drunk, picky and in a bad mood. Through the analysis of the scene, a solution is made, that is, personalized service is adopted.

For example, restaurants should be polite when they encounter customer complaints. First of all, dispel the anger of customers. I think, no matter who eats what kind of foreign body at dinner, his heart must be unhappy. (Of course, there are a few people who make trouble without reason, and such people should be few and far between, but there is no denying it). How? Look at the problem from the customer's perspective. How to deal with extremely angry customers and how to do it, no matter how angry they are, you still greet them with a smile. If this is the case, no matter how many "prickly" customers will be satisfied and will melt the iceberg ... these will not be summarized in a few simple words. She must constantly sum up and improve in practice, and must combine the universality of catering industry with the personality of our restaurant. Furthermore, the cooking of dishes, when to put the best seasoning, how much to put, the color matching of dishes and so on. , should be standardized.

B) Individualization also emphasizes the cultivation of employees' personal charm. When training, we should know the personality characteristics of each employee through tests and highlight a person's service personality. For example, one person has a good service attitude, another person has strong communication skills, or one person has strong coordination skills. Serve different customers through outstanding personality.

C) Through the training of employees, the division of labor after training is targeted according to personal charm and characteristics, giving full play to everyone's strengths and arranging them in the most suitable positions according to personal characteristics.

Third, the evaluation of training effect.

After the training, the exam will be concentrated and divided into theory and practical operation. The assessment results can be used as the basis for formulating employees' salaries. Practice exams can be organized by evaluation teams. There are three ways to evaluate the training results.

The first is theoretical evaluation, which gives employees a practical case, so that they can make an analysis and come up with the best solution.

Second, the actual operation, such as the service technical level of grass-roots employees, can be performed live, and the situation before and after training can be compared through video. For the effect of supervision training, the site can be arranged on site for employees to operate. Through training, theory is integrated with practice, and practical operation is particularly important. After the training is over, the work will be carried out after reaching the standard. Now everyone pays attention to holding certificates.

The third is to follow up the trainers for two to three months. After the training, it is necessary to investigate the situation of the trained employees, and give help or designation to the employees who can't use the training knowledge to handle practical affairs as appropriate.

Fourth, management training.

The staff training in the catering industry is mostly based on the skills training of service personnel. More importantly, it is necessary to integrate all-staff training. In addition to the service skills training of ordinary staff, it is also necessary to train grass-roots and middle and high-level managers. The position of manager should be fixed and not fixed. The former is directly designated by the company's top management, while the latter is determined by fair competition among employees. Only in this way can we strengthen the practical connection between managers and restaurant work. In training, different management development manuals should be formulated for different positions, and the training content should be aimed at the different characteristics of the two types of managers. In the training process, managers should first learn the contents of the Management Development Manual by themselves and complete the specified activities. Then, it is necessary to strengthen communication and exchange at the management level and encourage the creation of an environment for mutual learning and sharing. Finally, after the training, managers should apply what they have learned to their work, and the training group should also organize special personnel to follow up, check and assist.

In short, the training must be planned, not blindly, and it must be planned to clarify what kind of purpose the training should achieve. At the end of the training, the examination is required, and the unqualified personnel are eliminated. Only by linking the scores of individual training exams with salary and clarifying rewards and punishments can the enthusiasm of employees be improved. Training is not simply going to class, but improving employees' quality, self-cultivation and post awareness through training. All this requires the active cooperation of the restaurant's top management and the efforts of all parties, and is achieved through scientific training.