餐飲部新員工入職培訓(xùn)計劃

1、Method 培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Attending Dept. Orientation 參加部門的入職培訓(xùn)Code 序號： TAOFBTaste0001Objectives目的：At the end of this session, each trainee will be able to：ensure thorough knowledge and familiarisation. 在本節(jié)課結(jié)束后，每為員工將：

2、確保徹底了解并且熟悉本部門。Standard標(biāo)準(zhǔn)：Prior to commencing work in the department, all newly hired and transferred associates will attend and complete a 1-5 day structured orientation (depends on size of the outlet and position). 所有新到的員工都在上崗之前，15天的部門入職培訓(xùn)（根據(jù)部門情況及崗位 )。Resources培訓(xùn)器材：Flip Chart, Marker Pen, Handouts.

3、 白板，白板筆，講義Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice Breaker 打破僵局Introduce todays topic 介紹今天話題Details 細節(jié)Group discussion小組討論Review回顧Make a introduction by each associate one by one. Includes name, department. 作一個簡單的自我介紹，包括：部門，姓名。Introduce all outlets information in F&B department.介紹所有餐飲部的各部門信息。1. All

4、 outlets name, location in F&B.介紹所有餐廳的名字及位置。2. The seats and characters of each restaurant.介紹每個餐廳的座位數(shù)及餐廳經(jīng)營特色。3. F&B department principle and outlet principle (based on the associates in which outlet)宣讀餐飲部指導(dǎo)原則和各部門指導(dǎo)原則 （ 各部門指導(dǎo)原則安只對應(yīng)各部門員工 。Separate associates into 3-4 groups to summarize todays

5、 topic, make a excise. 把員工分成34組討論今天的培訓(xùn)內(nèi)容并做練習(xí)。Deliver the handouts to associates.把講義分發(fā)給員工。 Q: How many outlets we have in F&B department? Where is the location of each restaurant? 我們有多少餐廳，分別是什么？位置在哪里？Q: What are the specialties of each restaurant? How many seats are in each restaurant? 每個餐廳的特色是什么

6、？每個餐廳有多少座位？ 5 min5分鐘20 min20分鐘10 min10分鐘5 min5分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Sign in & Sign out 簽到和簽出Code 序號： TAOFBTaste0002Objectives目的：At the end of this session, each trainee will be able to: know the procedure and purpose of Sign in & Sign out

7、. 了解簽到的目的和程序。Standard標(biāo)準(zhǔn)：All associates will fill their time sheets on a shift basis and will have them validated by the captain or manager. 所有員工每天都必須簽寫簽到本，并且有領(lǐng)班或主管的簽字證實方可生效。Resources培訓(xùn)器材：Sign in & Sign out sheets 簽到本Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic 介紹今天話題Le

8、cture講演式Review 回顧Summary 總結(jié)1. Explain the sign in & sign out sheet format and how to sign it.講解簽到本的格式及如何填寫。2. The procedure and purpose of the Sign-in.簽到程序及作用。· Report to the outlet at the schedule working time· 根據(jù)排班時間準(zhǔn)時上崗· Locate the sign in & sign out sheet (usually maintain

9、ed at the cashier counter or pantry) and record all necessary information. · 在簽到本上簽到（通常都放置在收銀臺或備餐間，并按照簽到本的內(nèi)容填寫。· The purpose of Sign-in is a record of associates as we met urgent accidents.· 簽到本的作用是當(dāng)我們遇到緊急情況時，可以作為人員的記錄。 3. Dealing the overtime work.加班的處理· All overtime must be arr

10、anged by the outlet manager.· 所有加班必須由經(jīng)理安排。· All overtime will record on the sheet and will retrieve in the necessary time.· 所有加班會記錄在簽到本上并在合適的時間給予補償.4. Sign-out procedure.簽出程序· After captain or supervisor permitted, sign your name on the sheet.· 在領(lǐng)班或主管允許后，在簽到本上簽出。· If yo

11、u want leave early must get the permit of captain or supervisor on duty and noted the time on the sheet. The captain or supervisor on duty must signed on the sheet. · 如果你想早走，必須得到領(lǐng)班或主管的同意并在簽到本上注明離開餐廳的時間。當(dāng)班領(lǐng)班或主管必須在簽到本上簽字。5. Sign in & sign out record must submit every month and hand to the F&a

12、mp;B office for administration purpose.每月統(tǒng)計簽到并交給餐飲部辦公室以便作考勤。Q: What are the procedure and purpose of Sign in & Sign out? 簽到和簽出的程序和目的是什么？Q: How to deal with the overtime? 怎樣處理加班？You must be punctual on duty and signed in & out by yourself. No other person allowed instead of you. 我們必須守時，一定要自己簽

13、到。不可以別人代簽。5 min5分鐘15 min15分鐘3 min3分鐘2 min2分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Local Information 本地信息Code 序號： TAO-FB- Taste-0003Objectives目的：At the end of this session, each trainee will be able to: fully briefed on local information. 在本節(jié)課結(jié)束后，每位員工都將：了解地方信息。Stan

14、dard標(biāo)準(zhǔn)：All associates will be fully briefed o local information to answer guest questions and requests efficiently and must take personal responsibility to get correct information. 所有員工都要熟悉地方信息并及時有效地回答客人問題，并主動為客人找出答案。Resources培訓(xùn)器材： Flipchart, Markers pen, Handouts. 白板，白板筆，材料。Method培訓(xùn)方式Training Steps

15、培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic介紹今天話題Buzz group集思廣益 Summary 總結(jié)Review回顧 The topics are :討論的話題是:1. how many famous attractions in Shenyang and what are they?北京有多少著名的旅游景點分別是什么2. how many large emporium and hospital in Shenyang and what are they? 北京有多少大型的百貨商店和醫(yī)院？We must fully know the lo

16、cal information to answer the guest question efficiently.我們必須熟悉本地信息以便及時有效的回答客人問題。See SP-FB-Taste-0003參照SPFBTaste0003。Q: Why do we must know the local information?我們?yōu)槭裁匆煜け镜匦畔?？Q: How to answer the guest question?我們?nèi)绾位卮鹂腿藛栴}？ 5min5分鐘5min5分鐘10min10分鐘2min2分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACT

17、IVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Guest Information Confidentiality 賓客信息保密Code 序號： TAO-FB- Taste-0004Objectives目的：At the end of this session, each trainee will be able to: know the importance of protecting the guest information confidentiality. Know the skill to answer the person requesting information. 在本

18、節(jié)課結(jié)束后，每位員工都將：了解為賓客信息保密的重性。 懂得如何回答來訪者的問題。Standard標(biāo)準(zhǔn)：Room numbers as well as other information pertaining to hotel must not be disclosed to any external persons or non-associates without prior authorisation of the guest. Guest confidentiality will be strictly adhered to. 如果沒有得到客人的允許，客人的房間號碼和任何個人信息均不可對

19、外泄漏，應(yīng)尊重客人的隱私權(quán)。Resources培訓(xùn)器材：Flip Chart, Marker pen. 白板，白板筆。Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic 介紹今天話題Lecture講演式Review回顧1. We must strict adhere the principle of guest information confidentiality will acquire faith from the guest.我們必須嚴(yán)格遵守賓客信息保密的原則，這樣會增加客人對酒店的信任感。2.

20、 If have the person asking the guest information, we must be answered according to SP-FB-Taste-0004.如果有問詢者詢問酒店客人的信息，我們應(yīng)遵照SPFBTaste0004回答。Q: What are the guest information? 什么是賓客信息？Q: How to reply the person who wants get the guest information? 怎樣回答問詢者關(guān)于詢問賓客信息的問題？5min5分鐘10min10分鐘3min3分鐘H THE WESTINSH

21、ENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Hotel Information Confidentiality 飯店信息保密Code 序號： TAO-FB- Taste-0005Objectives目的：At the end of this session, each trainee will be able to: know the importance of protecting the hotel information confidentiality. Know the skill to answer th

22、e person requesting information. 在本節(jié)課結(jié)束后，每為員工都將：了解保護酒店信息秘密的重要性。懂得如何回答問詢者的問題。Standard標(biāo)準(zhǔn)：Associates must be adhered the strictest hotel confidentiality at all times to protect business interest of the hotel and the privacy of guests. 員工必須時刻遵守保護飯店信息秘密的原則，有責(zé)任為酒店及客人保密。Resources培訓(xùn)器材：Flip chart, Marker pen

23、. 白板，白板筆。Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic介紹今天話題Lecture講演式 Review回顧See SP-FB-Taste-0005.參照SPFBTaste0005Q: What are the hotel information? 什么是酒店信息？Q: How to reply the person who wants get the guest information? 怎樣回答問詢者關(guān)于詢問賓客信息的問題？5min5分鐘10min10分鐘3min3分鐘THE WESTIN

24、SHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Personal Grooming 個人儀容儀表Code 序號： TAO-FB- Taste-0006Objectives目的：At the end of this session, each trainee will be able to: strictly abide by the standard of personal grooming. 在本節(jié)課結(jié)束后，每為員工都將：嚴(yán)格遵守個人儀容儀表的標(biāo)準(zhǔn)Standard標(biāo)準(zhǔn)：All associates are exp

25、ected to present a professional, business like image. All clothing, uniform or non-uniform, must be clean an pressed and well maintained. 所有員工都應(yīng)呈現(xiàn)一種專業(yè)，正規(guī)化的形象。所有衣飾，制服和非制服必須保持干凈，熨燙平整及得體。Resources培訓(xùn)器材：Handouts 講義Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic 介紹今天話題Buzz group集思廣

26、益Summary總結(jié)Review回顧Separate associates into 3-4 groups to discuss:Whats the standard of personal grooming?把學(xué)員分成34個小組討論：什么是標(biāo)準(zhǔn)的儀容儀表？See SP-FB-Taste-0006.參照SPFBTaste0006。Q: Whats the standard for the hair? 我們對頭發(fā)是如何標(biāo)準(zhǔn)的？Q: Whats the standard for the uniform? 工服的標(biāo)準(zhǔn)是什么？Q: Whats the standard for the make-up

27、of females? 女員工的化妝標(biāo)準(zhǔn)是什么？5min5分鐘5min5分鐘10min10分鐘5min5分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Personal Hygiene and Sanitation 個人衛(wèi)生與食品衛(wèi)生Code 序號： TAO-FB- Taste-0007Objectives目的：At the end of this session, each trainee will be able to: strictly adhere to the food and h

28、ygiene laws. 培訓(xùn)結(jié)束后每一個培訓(xùn)者都將：嚴(yán)格遵守食品衛(wèi)生法。Standard標(biāo)準(zhǔn)： Everything you touch and use must be of the highest standards of sanitation and must comply with the Food and Hygiene laws, to make sure that the food is safe for human consumption. 作為食品從業(yè)人員必須按照食品衛(wèi)生法的標(biāo)準(zhǔn)嚴(yán)格執(zhí)行規(guī)定，確保消費者的安全。Resources培訓(xùn)器材：White Board, Mark P

29、en，Handouts 白板， 白板筆 講義Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice Breaker打破僵局Introduce todays topic介紹今天話題Buzz group集思廣益lecture 講演式Review回顧What are the standards for the hygiene?個人衛(wèi)生的標(biāo)準(zhǔn)是什么？See SP-FB-Taste-0007參照 SP-FB-Taste-0007Q: How to keep the good personal hygiene everyday? 我們每怎樣保持良好的個人衛(wèi)生？Q: Can we wea

30、r jewelry at work? 工作時間我們可以帶首飾嗎？Q: Whats the time we should wash the hands? 我們需要在什么時候洗手？5min5分鐘5min5分鐘20min20分鐘5min5分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Outlet set up 餐廳擺設(shè)Code 序號： TAO-FB- Taste-0008Objectives目的：At the end of this session, each trainee will be a

31、ble to: know the standard of the outlet set-up. 在本節(jié)課結(jié)束后，每位員工都將：了解標(biāo)準(zhǔn)的餐廳擺設(shè) 包括哪些內(nèi)容。Standard標(biāo)準(zhǔn)：The restaurant must be fully set up 15 minutes before opening to public and must be kept clean, tidy and ready to serve the guest at all time. 餐廳必須在開餐前15分鐘擺設(shè)完畢，始終以干凈、整齊的面貌 迎接每一位客人。Resources培訓(xùn)器材：Handouts 講義Meth

32、od培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic 介紹今天話題Lecture講演式Review回顧See SP-FB-Taste-0008.參照 SP-FB-Taste-0008。Q: Whats the standard for the table and chair set-up? 桌椅擺放的標(biāo)準(zhǔn)是什么？Q: Whats the standard for the linen? 布草的標(biāo)準(zhǔn)是什么？Q: Whats the standard for the table set-up? 擺臺的標(biāo)準(zhǔn)是什么？Q:

33、Whats the standard for the restaurant condition, such as: light, background music etc.? 餐廳環(huán)境的標(biāo)準(zhǔn)是什么？如：燈光、背景音樂等5min5分鐘20min20分鐘10min10分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Outlet Maintenance 設(shè)備及家具Code 序號： TAO-FB- Taste-0009Objectives目的：At the end of this session,

34、each trainee will be able to: have the skill to maintain and clean outlet. 在本節(jié)課結(jié)束后，每位員工將：掌握維護和保養(yǎng)設(shè)備及家具 的基本常識。Standard標(biāo)準(zhǔn): All outlets will be kept well maintained and clean at all times, a cleaning schedule must be followed at all times. 餐廳里的設(shè)備及家具是基本的經(jīng)營設(shè)施，提供給客人的設(shè)備、家具 應(yīng)光亮、整潔、無破損、穩(wěn)固。餐廳應(yīng)設(shè)有專門的清潔、保養(yǎng)制定。Reso

35、urces培訓(xùn)器材：Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice breaker打破僵局Introduce todays topic 介紹今天話題Lecture講演式 Review 回顧1. The outlet furniture maintenance: dont use damp cloth to wipe. 餐廳家私的維護：不要用濕抹布擦家私。2. The outlet equipment;餐廳設(shè)備的維護；· Always operate the equipment using correct method. 永遠用正確的方法操作設(shè)備；·

36、; Cleaning of the equipment regularly. 定期的作設(shè)備清潔。· Service trolleys can not be overloaded. The wheels of the service trolley must be serviced periodically.服務(wù)車使用時不應(yīng)超負荷承載物品，并且應(yīng)定期維護車輪等易損部件。· Any maintenance must be reported to the engineering department and followed through via the maintenance

37、 request system.設(shè)備及家私維修需先填寫維修單交給工程部，由工程部統(tǒng)一安排。3. Always be on the look out for any preventative measures that can be put in place prior to the occurrence of any serious breakdowns.所有問題應(yīng)提前預(yù)防，及早發(fā)現(xiàn)，避免更大問題發(fā)生。4. All equipment and furniture must be checked before business.所有設(shè)備及家私必須在營業(yè)前檢查。Q: Why we can not

38、use damp cloth to wipe the furniture? 我們?yōu)槭裁床荒苡脻衲ú疾良宜?？Q: How to maintain the equipment? 怎樣維護設(shè)備？Q: How to avoid the serious breakdown? 怎樣避免重大事故？ 2mins 2mins 15mins 3minsTHE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Storage of Goods and Equipment 貨物和設(shè)備的儲存Code 序號： TAO-FB- Tas

39、te-0010Objectives目的：At the end of this session, each trainee will be able to: strictly abide to the standard for storage of goods and equipment. 培訓(xùn)結(jié)束后每一個培訓(xùn)者都將：嚴(yán)格遵守貨物和設(shè)備的儲存標(biāo)準(zhǔn)。Standard標(biāo)準(zhǔn)：Make sure that all goods and equipment that are stored properly in order. All storerooms will be maintained in clea

40、n and orderly state at all time. 必須確保所有收到的貨物和設(shè)備都適當(dāng)?shù)拇娣拧１仨毚_保所有庫房在任何時候都保持清潔、有條理。Resources培訓(xùn)器材：White Board, Mark Pen 白板， 白板筆Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice Breaker打破僵局Introduce todays topic介紹今天話題Key PointsExplanation主要內(nèi)容解釋Explanation演示與講解Highlight Point強調(diào)Review回顧1. Always check for dates and rotat

41、e.經(jīng)常檢查物品的日期以及替換情況。2. Store items in areas correctly.要以正確的方式儲存物品。3. Ensure storage areas are kept dry and clean.確保存放區(qū)域的清潔、干燥。See SP-FB-Taste-0010參照 SP-FB-Taste-0010Safety安全Q: Whats the FIFO? 什么是FIFO？Q: How to place the items? 物品應(yīng)怎樣放置？Q: Whats the standard for the storeroom? 庫房的標(biāo)準(zhǔn)是什么？Q: What are the d

42、etails in Safety section? 在安全部分我們講的內(nèi)容是什么？5min5分鐘10min10分鐘5min5分鐘5min5分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Wearing Uniform 工服的穿著Code 序號： TAO-FB- Taste-0011Objectives目的：At the end of this session, each trainee will be able to: know the standard and procedure of w

43、earing uniform. 培訓(xùn)結(jié)束后每一個培訓(xùn)者都將：了解工服穿著的標(biāo)準(zhǔn)與程序。Standard標(biāo)準(zhǔn)：All associates must all times, report for duty in the issued clean and complete uniform and accessories. These must be maintained in a clean and proper condition at all times . 所有員工在當(dāng)班時間要保證穿著整齊、干凈的工服。在任何時候，工服必須好好保存。Resources培訓(xùn)器材：White Board, Mark

44、 Pen, Uniform 白板， 白板筆, 工服Method培訓(xùn)方式Training Steps培訓(xùn)步驟Time時間Ice Breaker打破僵局Introduce todays topic介紹今天話題Highlight Point強調(diào)Demonstration andExplanation演示與講解Review-Questions回顧提問Each set of complete uniforms must be worn tidy.每套工服都應(yīng)整齊的穿戴。Check the set of uniform every time, include:每次穿工服時都應(yīng)檢查：· Outle

45、t uniform including any accessories. eg. Ties, bows, hats etc. 本部門制服，包括：領(lǐng)帶，領(lǐng)結(jié) 及帽子等。· Name badge or name identification 名牌或名卡。· Shoes 鞋· Socks & Stockings 工襪See SP-FB-Taste-0011參照 SP-FB-Taste-0011Q: What are we check after worn the uniform? 穿完工服后我們應(yīng)檢查什么？Q: Whats the standard we mus

46、t abide by as wearing uniform? 我們穿著工服必須按照什么標(biāo)準(zhǔn)？Q: Can we lend the name badge or name identification to others? 名牌或名卡可以轉(zhuǎn)借嗎？Q: How to maintain the uniform? 怎樣保存工服？5min5分鐘5min5分鐘15min15分鐘5min5分鐘THE WESTINSHENZHEN NANSHAN深圳益田威斯汀酒店TRAINING ACTIVITY OUTLINE培訓(xùn)活動綱要Task 任務(wù)：Attending Pre-service Briefing 參加餐前例

47、會Code 序號： TAO-FB- Taste-0013Objectives目的：At the end of this session, each trainee will be able to: attend to the pre-service briefing be on time and take the notes. 培訓(xùn)結(jié)束后每一個培訓(xùn)者都將：準(zhǔn)時參加餐前例會，并作記錄Standard標(biāo)準(zhǔn)：All rostered associates must attend the pre-service briefing ensuring effective communication on all-imp