4123848210酒店餐飲部年度培訓計劃（中英文）

1、f&b train plan 2014 2014年餐飲部培訓計劃2014年對于餐飲部來說，經(jīng)營形勢非常嚴峻。餐飲市場的競爭更為激烈。我們要完成酒店下達的經(jīng)營任務(wù)，不僅要在營銷計劃、經(jīng)營策略、提高菜肴出品上下功夫，更要在員工的培訓上投入一定的精力和時間。重視員工的思想品德、職業(yè)道德以及業(yè)務(wù)技能等方面的工作，以確保在2014年能進一步全面提升和鞏固業(yè)已建立的餐飲品牌，爭取更大的市場份額，努力完成2014年全年的經(jīng)營指標。我們制定了餐飲部2014年培訓計劃：2014 is a difficult year to f&b department because we shall face crueler

2、 competition. so we should not only pay attention to the plan making, dish presentation, but also to the staff training. we made following 2013 training plans.1 2014年餐飲部營銷策略和工作任務(wù)培訓；2014 f&b business plan and working assignment: 餐飲總監(jiān)主講課題topic given by dfb1. 2014年餐飲部的工作任務(wù)和營銷策略；2014 f&b working and bus

3、iness plan2. xx廣場酒店與其他酒店的不同之處；the difference between radisson and other hotel3. 餐飲部組織結(jié)構(gòu)圖及管理層職位介紹；f&b organization chart and management introduction4. 餐飲部全年最高的20項要求；20 topmost requests of f&b department 20145. 餐飲部的衛(wèi)生制度；sanitation rule6. 餐飲部每位員工2014年需樹立的個人期望和目標；the establishment of individual expect a

4、nd target of every staff 20145.2 2014年餐飲部中西廚房培訓要求 2014 training requests of chinese and western kitchen2014年西廚房年度培訓內(nèi)容：2014 training content of western kitchen:l 西冷房、西餅房的操作規(guī)范和食品衛(wèi)生的培訓working procedure and sanitation rules of cold kitchen and pastry.l 熱房的操作技能和烹飪方法的培訓working skill of hot kitchen.l 廚房日常食

5、品原料的英語表達方法的培訓the english words of the raw materiall 廚房設(shè)備的正確使用的維護、保養(yǎng)的培訓kitchen facilities maintenancel 廚房安全知識培訓kitchen securityl 冷房肉柵、肉卷和汁醬的調(diào)配方法the cooking of cold meat, meat roll and saucesl 大型宴會燒烤制作和烹飪菜肴的方法、注意步驟how to cook the dishes for banquet and barbecue?l 戶外宴會菜肴的制作和原理的培訓how to cook the dishes

6、for outside catering?l 廚房日常禮貌用語的英文表達方法daily english in the kitchen.2014年中廚房年度培訓內(nèi)容：2014 training content of chinese kitchen:1、對全體廚房員工進行培訓 training to every cooksl 對基礎(chǔ)的烹調(diào)知識、衛(wèi)生、菜肴新理論培訓basic cooking skill and sanitation rules.l 安全生產(chǎn)、消防、防食品中毒的培訓working safety, fire control and food poisoningl 提高菜肴質(zhì)量、規(guī)范操作

7、程序的培訓how to improve the dish quality and keep to the working procedure?l 對面點、冷菜等特殊工種，培訓衛(wèi)生和消毒等工作程序the working and antisepsis procedure of dim sum and cold dish.l 開發(fā)新的菜肴品種對創(chuàng)新菜，要進行規(guī)范操作培訓，以保持出品一致how to cook and develop the new dishes?l 對員工的個人行為和大廈的規(guī)章制度進行培訓the self-appearance and staff bylaw2、面對員工進行安全消防培

8、訓，做到安全生產(chǎn)fire safety training3、每月對員工進行一次考核及評比monthly check and comparison to every staff.3 新員工的培訓任務(wù)；training for the new staff:2014年新員工培訓項目training items for the new staff1. 參觀餐飲部所有經(jīng)營區(qū)域，介紹員工即將工作部門的情況和其它部門（廚房、餐飲部辦公室、倉庫、布草房等）的情況；look around all the outlets of f&b department; introduce their working pla

9、ce and related parts (like kitchen, f&b office, storeroom, linen room) to the staffs.2. 介紹部門同事、直接上司及報告人；introduce colleague, director and who can be reported to.3. 介紹餐飲部組織結(jié)構(gòu)，餐飲部在酒店中所處的地位及與其他部門的關(guān)系；introduce the organization chart of f&b department, the position of f&b and the relationship with other

10、departments.4. 告知工作相關(guān)事項（上下班時間、請假手續(xù)、用餐時間、各經(jīng)營區(qū)域的營業(yè)時間等）；related items like working time, leaving procedure, meal time and business hours of every outlets.5. 客用洗手間、員工洗手間、員工通道及工作時的位置；where the guest bathrooms, staff bathrooms, staff passage and working place are. 6. 介紹消防設(shè)施和火警時的相關(guān)規(guī)定及逃生路線、滅火器的使用及安全門的位置；fir

11、e fighting system and related rules, emergence exit, how to use the fire extinguisher and where the safety doors are. 7. 工作時員工應(yīng)具備的禮節(jié)禮貌知識（措辭、招呼、微笑等）；manners like expression, salutation and smile.8. 個人儀表儀容、制服著裝標準規(guī)范；individual appearance and uniform dressing standard.9. 正確接聽電話的姿勢及禮儀；how to listen to th

12、e phone10. 托盤的正確使用與端法等技巧；how to use the tray and the skill for holding the heavy things.11. 基本的擺臺與操作技能的訓練；basic table setup and operation skill.12. 建立以客人職位和姓名招呼客人的習慣（讓客人覺得被尊重的感覺）；use the title and name to welcome the regular guests for respect. 13. 見到上司和同事的禮儀規(guī)范。the manners when they meeting the supe

13、rvisors and colleagues.4 2014年餐飲部全體員工崗位培訓任務(wù)（表一）training for all the f&b staffs in 2014 (form one)時間 time培訓主題topic培訓要點point地點venue參加者attendance期望效果expectation第一季度first quarter形體訓練和微笑服務(wù)how to stand, sit, serve the guest and smile.1. 訓練員工的站姿、走姿train staff how to stand and walk2. 如何讓員工用發(fā)自內(nèi)心的笑容來服務(wù)我們的客人th

14、e smile from your heart會議室meeting room領(lǐng)班、迎賓captain and hostess通過形體、微笑服務(wù)的培訓，徹底改變不良習慣，使客人真正體會到與眾不同的感受。with the training, completely change the bad habit. let guests know the real difference.基本技能培訓、電話禮儀培訓basic skill andtelephone courtesytraining1. 服務(wù)員必須基本要掌握的一些知識如托盤、口布等service knowledge like tray, napk

15、in and so on.2. 接聽電話的姿勢、語速、禮貌用語到掛機的程序the posture, speed and courtesy for picking the phone會議室meeting room所有員工all the staff了解和掌握基本技能的知識，規(guī)范和統(tǒng)一電話的接聽和接聽時所注意的事項normalize and unite the telephone picking standard and courtesy.第二季度second quarter擺臺及模擬操作技能培訓setup andsimulativeoperation training1. 擺臺的準備工作，要求及具

16、體的程序the preparation, request and procedure for table setup2. 配合技能比賽進行模擬練習simulative practice which cooperating with the service competition. 會議室及各中西餐廳、酒吧內(nèi)部meeting room, everyrestaurant and bar.所有員工all the staff達到標準的擺臺要求，目的是在技能競爭中取得好名次reach the standard setup request for obtaining the good place of t

17、he competition.推銷技能培訓sales skill1. 推銷中的語言要求how to speak with guest2. 推銷中面對客人的提問如何解答how to answer guests question.3. 了解客人的肢體語言再推銷how to understand guests body language. 會議室meeting room領(lǐng)班captain初步掌握推銷的技術(shù)并運用到實踐中去，以努力提高自己的營業(yè)收入basically know how to sell your restaurant to reach the higher revenue.第三季度thi

18、rd quarter服務(wù)程序和工作技能培訓service procedureand working skill服務(wù)的基本程序及闡述這樣做的原因及目的the basic service procedure and why and how it works.各中西餐廳、酒吧內(nèi)部every restaurant and bar所有員工all the staff做到服務(wù)的規(guī)范和統(tǒng)一normalize the service procedure.酒水知識的培訓beverage knowledge1. 葡萄酒、汽酒的知識wine and sparkling wine2. 中國酒的知識chinese win

19、e3. 其他酒水的知識other beverage會議室meeting room所有員工all the staff了解酒水的知識，提高個人業(yè)務(wù)的水平，促進營業(yè)額的增長know the beverage knowledge, improving the operation skill4 2014年餐飲部全體員工崗位培訓任務(wù)（表二）training for all the f&b staffs in 20134(form two)時間 time培訓主題topic培訓要點point地點venue參加者attendance期望效果expectation第四季度forth quarter對客交流服務(wù)的培

20、訓how tocommunicate with guests1. 對客交流中所應(yīng)注意的事項special notice between thecommunication with guests.2. 正確處理客人的投訴how to deal with guestscomplaint. 會議室meeting room領(lǐng)班captain了解對客交流的重要性，及時處理客人的投訴，掌握客人投訴的步驟。know the importance of communication, how to deal with the complaint and the step of complaint.原料知識的培訓

21、raw material1. 海鮮品種及種類、產(chǎn)地the variety and producing area of seafood.2. 動植物類知識的培訓meat and vegetable3. 茶葉知識的培訓tea knowledge會議室meeting room所有員工all the staff了解原料的產(chǎn)地、品種及原料所處的部位，能更好的向客人進行介紹與推銷。know the producing area, variety and part of the raw material for better introduction and sales.5、積極配合酒店人事部組織的各項培訓

22、工作，參加集團公司和酒店組織的各項培訓和競賽工作；cooperate with training department and take part in the assorted training and competition from group company and hotel.6、在實際工作中，根據(jù)實際經(jīng)營的需要，適時地增加一些內(nèi)容。同時，將邀請其它部門的總監(jiān)及專業(yè)人士作培訓；add some training contents according to the reality. at the same time, we will invite the directors from

23、other department or experts for further training.7、計劃組織餐飲部管理層和表現(xiàn)優(yōu)秀的員工，去參觀上海、北京、深圳特區(qū)的酒店、以獲取新的知識，提高業(yè)務(wù)能力。plan to arrange some management and excellent staffs to visit the hotel in shanghai, beijing and shenzhen for fetching the new information.8、組織員工在通過2014年一系列的培訓，進行考核，以使員工能真正掌握與運用這些服務(wù)的技能，體現(xiàn)到酒店倡導(dǎo)的“盡善盡美

24、”的服務(wù)中去，使我們的顧客能真正體會到xx與眾不同的溫馨服務(wù)。從而使他們成為我們忠實可靠的客戶。test staffs after one-year training to know the effect. make their service perfect and let our guests to know the different and warm service. monthly department training plan / training summary前臺部門月度培訓計劃/摘要表hotel /department： f&b酒店/部門month月份section部門tr

25、aining topic培訓課程trainer培訓者participant參加對象課時jan.fh服務(wù)細節(jié)及服務(wù)程序的培訓service details and proceduretommy song花港員工fh staffssp中餐廳主菜牌內(nèi)各菜肴服務(wù)規(guī)范service criterion sunny yu夏宮員工sp staffsbq 對客關(guān)注，酒店服務(wù)意識的培訓how to pay attention to the guests; service consciousness of every staff 宴會操作注意事項banquet servicebenson huang宴會廳全體員工

26、banquet serversvl 華倫天奴餐廳服務(wù)概念的定位討論where is the position of valentino restaurant? 怎么提供讓客人滿意的服務(wù)how to offer the service to satisfy the guests? 個性化服務(wù)special service 月度推廣菜肴培訓monthly promotion aileen zhang全體員工all staffsunkai 強調(diào)餐前準備工作的到位，餐后仔細的檢查工作preparation before the meal and check after the meal 針對新員工工作

27、一次細致的培訓training to the new staffhan yin日料員工unkai staffcaf西餐禮儀知識courtesy during the western servicerita zhu全體員工cafe staffbqs 每月各餐廳推廣培訓monthly promotion 春季婚宴推廣（菜單、優(yōu)惠方案）spring wedding sales (menu and benefit) 新年推廣new year promotion 當季度銷售案例分析sales analysis 下季度銷售目標（企業(yè)半年會議）next sales target 餐飲銷售工作規(guī)程f&b sa

28、les procedure 宴會預(yù)定規(guī)程banquet reservation procedurecharlie fan銷售人員sales staffbev儀容儀表、服務(wù)利益培訓self-appearance and service benefitsrex chen吧員、服務(wù)員bartender, servers2feb.fh服務(wù)意識培訓service consciousnesstommy song花港員工fh staffs2sp中餐廳零點服務(wù)程序service procedure of chinese restaurantsunny yu夏宮員工sp staffs3bq 宴會服務(wù)程序的回顧和

29、改進review and improve the banquet service procedure 會議服務(wù)程序的改進improve the meeting service procedurebenson huang宴會廳全體員工banquet servers3vl 與客交流溝通（一）communication with guest (one) 與客交流溝通（二） communication with guest (one) 二月案例分析與服務(wù)心得交流complaint analysis of feb. 月度推廣菜肴培訓monthly dishesaileen zhang全體員工all st

30、affsunkai 迎接客人時的服務(wù)禮儀greeting guests 培訓員工的精神面貌、禮貌用語到位service courtesy han yin日料員工unkai staffcaf西餐早餐服務(wù)規(guī)程breakfast servicerita zhu全體員工cafe staffbqs 每月各餐廳推廣培訓monthly promotion 春季婚宴推廣（菜單、優(yōu)惠方案）spring wedding sales (menu and benefit) 新年推廣new year promotion 當季度銷售案例分析sales analysis 下季度銷售目標（企業(yè)半年會議）next sales

31、target 餐飲銷售工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程 banquet reservation procedurecharlie fan銷售人員sales staffbev 電話接聽、禮貌用語培訓telephone courtesy 酒店英語培訓hotel englishrex chen吧員、服務(wù)員bartender, servers3mar.fh點菜技巧how to take ordertommy song花港員工fh staffs2sp中餐廳酒水牌內(nèi)各酒水服務(wù)方法beverage service in the chinese restaurantsunny yu

32、夏宮員工sp staffs3bq 如何提高會議布場的效率how to improve the efficiency of meeting set up 會議布場該注意事項和安全措施the notice and key of meeting set upbenson huang宴會廳全體員工banquet servers3vl 提高對客銷售技巧（一）how to improve the sales (one) 提高對客銷售技巧（二） how to improve the sales (two) 咖啡知識培訓coffee knowledge 月度推廣菜肴培訓monthly dishesaileen

33、 zhang全體員工all staffsunkai 點菜、點酒水take order 強調(diào)根據(jù)每位客人的特殊需要為客人搭配好菜肴，推薦酒水prepare the dishes according to special requests from guests. how to recommend the wine 針對新員工詳細講解菜肴及酒水知識food and beverage training to the new staffhan yin日料員工unkai staffcaf 當月美食節(jié)菜單培訓monthly promotion menu 西餐自助餐服務(wù)規(guī)程buffet servicerit

34、a zhujohn li全體員工cafe staff4bqs 每月各餐廳推廣培訓 monthly promotion 春季婚宴推廣（菜單、優(yōu)惠方案）spring wedding sales (menu and benefit) 新年推廣new year promotion 當季度銷售案例分析sales analysis 下季度銷售目標（企業(yè)半年會議）next sales target 餐飲銷售工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程banquet reservation procedurecharlie fan銷售人員sales staffbev 當月推廣培訓monthly

35、 promotion 各類設(shè)備設(shè)施的操作規(guī)程how to use assorted equipments 各類物品、用具的清潔及消毒方法how to clean and disinfect the dishware.rex chen吧員、服務(wù)員bartender, servers4apr.fh服務(wù)程序及服務(wù)技巧培訓service procedure and skilltommy song花港員工fh staffs3sp零點點菜技能、配菜技能how to take order and plan the menu for the guests.sunny yu夏宮員工sp staffsbq 如何增

36、強婚宴服務(wù)的內(nèi)容how to add more content into the wedding service 婚宴服務(wù)時注意事項及其改進措施how to improve our wedding servicebenson huang宴會廳全體員工banquet serversvl 怎樣快捷地給客人點單how to take the order in short time 合理控制上菜速度how to control the speed during the meal 三、四月案例分析與服務(wù)心得交流complaint analysis of march and april 月度推廣菜肴培訓m

37、onthly dishesaileen zhang全體員工all staffsunkai 規(guī)范的上菜程序normative serving procedure 強調(diào)怎樣控制，調(diào)節(jié)好為客人上菜的速度how to control the speed during the mealhan yin日料員工unkai staffcaf 當月美食節(jié)菜單培訓monthly promotion menu 西餐零點服務(wù)培訓a la carte servicerita zhujohn li全體員工cafe staff4bqs 每月各餐廳推廣培訓monthly promotion 當季度銷售案例分析sales an

38、alysis 下季度銷售目標（企業(yè)半年會議）next sales target 淡季會議包價銷售low season meeting package sales 餐飲銷售工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程banquet reservation procedurecharlie fan銷售人員sales staffbev 當月推廣培訓monthly promotion 酒廊開檔程序bar opening 酒廊關(guān)檔程序bar close 開胃酒培訓how to make the appetizer 酒吧員操作程序bar procedurerex chen吧員、服務(wù)員bar

39、tender, servers5mayfh擺臺重新更改培訓changing the set uptommy song花港員工fh staffs4sp溝通能力、銷售技巧communication and sales skillsunny yu夏宮員工sp staffsbq 進行如何增強團隊合作的培訓how to improve the group cooperation 進行如何提高勞動效率的培訓how to improve the efficiencybenson huang宴會廳全體員工banquet servers2vl 餐廳禮儀規(guī)范restaurant courtesy 西餐常規(guī)醬、汁知

40、識培訓the sauce of the dishes 月度推廣菜肴培訓monthly dishesaileen zhang全體員工all staffs4unkai 席間服務(wù)service during the meal 要求每位員工仔細觀察，注意細節(jié)pay attention to the service detailshan yin日料員工unkai staff2caf 當月美食節(jié)菜單培訓monthly promotion vip客人接待規(guī)程vip guests receptionrita zhujohn li全體員工cafe staff4bqs 每月各餐廳推廣培訓monthly promo

41、tion 當季度銷售案例分析sales analysis 下季度銷售目標（企業(yè)半年會議）next sales target 淡季會議包價銷售low season meeting package sales 餐飲銷售工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程banquet reservation procedurecharlie fan銷售人員sales staffbev 當月推廣培訓monthly promotion 酒廊服務(wù)程序bar service 緊急事件處理規(guī)程how to deal with the emergency 氈酒、朗姆酒培訓gin and rumrex

42、chen吧員、服務(wù)員bartender, servers4jun.fh對客交流技巧培訓communication with gueststommy song花港員工fh staffs3sp特殊客人服務(wù)規(guī)程service to special guestssunny yu夏宮員工sp staffsbq 宴會臺型設(shè)計操作培訓banquet set up 會議臺型設(shè)計操作培訓meeting set upbenson huang宴會廳全體員工banquet serversvl 投訴的處理how to deal with the complaint? 客人心理揣摩how to conjecture wh

43、at guest think 五、六月案例分析與服務(wù)心得交流complaint analysis of may and june 月度推廣菜肴培訓monthly dishesaileen zhang全體員工all staffsunkai 送客時的禮儀courtesy when guest leaves 要求員工禮貌用語及規(guī)范動作的到位keep the manner and behavior on linehan yin日料員工unkai staffcaf 當月美食節(jié)菜單培訓monthly promotion 餐廳特殊客人服務(wù)規(guī)程service to special guestskathy zh

44、ujohn li全體員工cafe staff4bqs 每月各餐廳推廣培訓monthly promotion 當季度銷售案例分析sales analysis 下季度銷售目標（企業(yè)半年會議）next sales target 淡季會議包價銷售low season meeting package sales 餐飲銷售工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程 banquet reservation procedurecharlie fan銷售人員sales staffbev 當月推廣培訓monthly promotion 酒店英語培訓hotel english 伏特加、墨西哥烈酒培

45、訓vodka and tequila 以前培訓內(nèi)容考核test the training contents from jan. to jun.rex chen吧員、服務(wù)員bartender, servers4jul.fh餐廳擺臺訓練table set uptommy song花港員工fh staffs3sp中餐零點、vip擺臺訓練take order, vip table set upsunny yu夏宮員工sp staffsbq 宴會擺臺布置設(shè)計操作培訓banquet set up 會議擺臺及布置設(shè)計操作培訓meeting set upbenson huang宴會廳全體員工banquet s

46、erversvl 意大利傳統(tǒng)菜肴培訓knowing the traditional italian dishes 意大利酒的培訓italian wine 西餐擺臺內(nèi)部考核test of western table set up 月度推廣菜肴培訓monthly promotion aileen zhang全體員工all staffsunkai 接待vip客人及宴請服務(wù)how to serve the vip guests and banquet 培養(yǎng)員工的心理素質(zhì)及基本功過硬bring up the basic skill of servicehan yin日料員工unkai staffcaf

47、當月美食節(jié)菜單培訓monthly promotion 餐廳送餐服務(wù)規(guī)程room service procedurerita zhujohn li全體員工cafe staff8bqs 每月各餐廳推廣培訓monthly promotion 當季度銷售案例分析sales analysis 下季度銷售目標（西博會）next sales target (west lake expo.) 中秋推廣（中秋節(jié)、中秋月餅）mid-autumn promotion (moon cake) 秋季婚宴推廣（菜單、優(yōu)惠方案）autumn wedding promotion (menu and benefit) 餐飲銷售

48、工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程 banquet reservation procedurecharlie fan銷售人員sales staffbev 當月推廣培訓monthly promotion 質(zhì)量方針及目標、崗位職責培訓iso training 威士忌培訓whiskey 酒水部出品標準培訓beverage presentation standardrex chen吧員、服務(wù)員bartender, servers4aug.fh服務(wù)速度及狀態(tài)service speedtommy song花港員工fh staffs3sp中餐vip服務(wù)程序vip service p

49、roceduresunny yu夏宮員工sp staffsbq 宴會服務(wù)程序設(shè)計操作培訓banquet service 會議服務(wù)程序設(shè)計操作培訓meeting servicebenson huang宴會廳全體員工banquet serversvl 員工分工合作及補位常識staff cooperation 如何提高工作效率how to improve the working efficiency 七、八月案例分析與服務(wù)心得交流complaint analysis of jul. and aug. 月度推廣菜肴培訓monthly pormotionaileen zhang全體員工all staff

50、sunkai 對待特殊客人的服務(wù)serve the special guests 要求一切以客人為先，盡善盡美how to satisfy the guestshan yin日料員工unkai staffcaf 當月美食節(jié)菜單培訓monthly promotion 餐廳各崗位職責培訓（一）job description of cafekathy zhujohn li全體員工cafe staff8bqs 每月各餐廳推廣培訓monthly promotion 當季度銷售案例分析sales analysis 下季度銷售目標（西博會）next sales target (west lake expo.

51、) 中秋推廣（中秋節(jié)、中秋月餅）mid-autumn promotion (moon cake) 秋季婚宴推廣（菜單、優(yōu)惠方案）autumn wedding promotion (menu and benefit) 餐飲銷售工作規(guī)程f&b sales procedure 宴會預(yù)定規(guī)程 banquet reservation procedurecharlie fan銷售人員sales staffbev 當月推廣培訓monthly promotion 餐廳特殊客人服務(wù)規(guī)程serve the special guests 酒店英語培訓考核hotel english 白蘭地培訓brandy 服務(wù)基本技

52、能培訓（一）service skillrex chen吧員、服務(wù)員bartender, servers5sept.fh服務(wù)員的服務(wù)程序重新培訓re-training the service procedure tommy song花港員工fh staffs2sp英語口語訓練及餐廳英語oral english and restaurant english sunny yu夏宮員工sp staffsbq 宴會操作勞動紀律培訓banquet discipline 宴會操作準則the guide line pf banquet operationbenson huang宴會廳全體員工banquet serversvl 英語強化培訓（一）english training (one) 英語強化培訓（二）english training (two) 餐巾的創(chuàng)意折法how to fold the napkin 月度推廣菜肴