Catering Elevator Safety Training Plan

1. Appearance and courtesy

2. Tray service specifications

3. Responsibilities of the waiter

4. Work specifications and standards for waiters

5. Precautions for employees in the food delivery department

Lesson 1

1. Training topic: Appearance and courtesy of waiters Phrases

2. Class schedule: March-April 2012

3. Training content: grooming and polite language

4. Training objectives: Let everyone An employee who comes to work in a restaurant has better professional makeup and professional quality

5. Training method: explanation and demonstration

Training content

1. 1 . General requirements for employee appearance:

Good appearance and generous manners; dignified and steady; neat and straight;

Kind attitude and sincere treatment; solemn clothing; appropriate words and deeds.

2. Appearance: clear expression, smiling, kind, dignified and generous.

2.1 Hair should be neatly combed, with the front not covering the eyebrows and the back not covering the collar. Waiters are not allowed to have sideburns or beards;

2.2 According to hotel requirements, they are not allowed to wear necklaces, bracelets, rings, earrings and other valuable accessories when working;

2.3 No long nails

2.4 The waiter insists on shaving every day.

3. Clothing:

3.1 Wear the required work clothes, which should be washed clean, ironed and flat, with buttons fully buttoned and sleeves not rolled up;

3.2 Tie , Wear the collar flower correctly; wear the work number plate (worn on the left chest);

3.3 Shoes and socks should be neat, wear the hotel's designated shoes, and the socks should not be shorter than the trouser legs

4. Personal hygiene:

4.1 Do the "four diligences", that is, wash hands and bathe frequently; get haircuts and shaves frequently; wash clothes frequently; trim nails frequently;

4.2 Do not wash your hands before work Eat raw onions, raw garlic and other foods with strong odors.

5. Waiters should check their appearance before going to work every day. Do not go to the restaurant where there are customers

Look in the mirror, put on makeup and comb your hair. Go to the designated work room to tidy up your appearance.

6. Standing service: Standing should be natural and generous, in an appropriate position, with a correct posture, eyes level, and a smile. When the waiter stands, his feet should be shoulder-width apart, with his left hand holding his right hand and his back behind his waist. the following. You are not allowed to put your hands on your waist or hold your arms in front of your chest. You are not allowed to lean against the side or hold anything in front of you when standing.

7. Walking: The steps should be light and steady, the stride should not be too large, the steps should be natural, relaxed and generous, and the eyes should be looking straight ahead or at the guests. Do not rush across the aisle with guests. When you must overtake guests due to work needs, you must apologize politely. When meeting guests, you must nod your head and say "good morning", "hello" and other polite words. When walking in a hotel, generally stay on the right side (not in the middle) and keep walking in a straight line as much as possible. In case of emergency, you can speed up the pace, but do not run in a panic.

8. The waiter should do the "Three Lightnesses": speak softly, walk softly, and operate lightly.

When serving food, they should handle it with care and their movements should be orderly; open, Don't close the door too hard, and keep the restaurant quiet at all times.

9. The waiter's behavior should be as follows: no whispering, gesticulating, head scratching, scratching, or picking ears in front of guests. Small gestures, be polite.

2. Polite language in restaurant service

1. Greeting:

"Hello, sir (Miss)! Welcome. ”/”Good afternoon (evening), welcome! "/"Welcome to dine here"

2. Thank you

2.2 "Thank you for your help"

2.3 "Thank you for coming"

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2.4 “Thank you for the reminder”

4 Apology

4.1 “I’m sorry, please wait a moment, I’ll be back soon! ”

4.2 “Sorry to bother you”

4.3 “I’m really sorry, your clothes are dirty. Can you let me wash them?” ”

5 Responses

5.1 “Okay, I will notify the kitchen and do it according to your request. ”

5.2 “Okay, I’ll go right away”

5.3 “Okay, I’ll make arrangements right away.”

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5.4 "It doesn't matter, this is what I should do. ”

5.5 “I understand. "

6 Blessings

6.1 "I wish you a pleasant meal. "

6.2 "Happy New Year"/"Happy New Year"/"Merry Christmas"/"Happy Holidays"

7 Farewells

7.1 "Mr. ) Walk slowly and welcome to visit next time. ”

7.2 “Goodbye, sir (miss).” ”

7.3 “Please walk slowly”/“Please walk well

9. Notes on polite language

9.1 Pay attention to facing the guests, smile broadly, and keep your eyes open Do not look around or be distracted in the triangle area between the eyes and nose of the guests;

9.2 Stand respectfully with your hands down, your body slightly forward, and your hands crossed on your abdomen; the distance

should be appropriate (usually about one meter (appropriate), do not rely on other things;

9.3 Be gentle, have a kind attitude, and try not to use gestures if you can speak clearly. 9.4 Advance and retreat in an orderly manner. When you are done, take a step back first, and then turn around. Leave to show respect for the guests and do not turn around and leave;

9.5 Speak in Mandarin, with English as the main foreign language. Do not use profanity. The tone should be cordial, warm and sincere, and do not be rude or harsh. Don't be pretentious, speak clearly and fluently, express your meaning accurately, and be able to be heard by the other party. The speaking speed should be slower than that of the guests. The effect of the language should not be affected by personal bad mood. Don't interrupt guests when talking to each other. If you need to interrupt, you can say "Sorry, excuse me" during the conversation and then speak with the guest's consent. After speaking, you should say thank you.

Lesson 2

1. Training topic: Pallet service specifications and procedures

2. Class schedule: May-June 2012

< p>3. Training content: Tray service specifications and procedures

4. Training goal: Let every employee who comes to work in the restaurant understand how to use trays, master them proficiently, and work better