咖啡店门店技术流程管理 工作技能培训表-服务员P1.xls

JobJob SkillSkill TrainingTraining ProfileProfile工作技能培训档案Personal Profile 个个人人信信息息Associate Name 姓姓名名:ID Number 工工号号:Date Joined 入入职职日日期期 : Department 部部门门Section 分分部部门门:Position 职职位位:Immediate Supervisor直直接接上上级级 :Department Trainer部部门门培培训训师师:Job Skill Trainer工工作作技技能能培培训训师师:Generic Knowledge基基础础知知识识Levels Confirmation技技能能水水平平认认证证 (签签字字及及日日期期）1234New Associate Hotel Orientation 新新员员工工酒酒店店入入职职培培训训Minyoun Hotels Group Introduction 明宇酒店集团介绍Professional Etiquette 职场礼仪Service Skills 服务技巧Telephone Courtesy 电话礼仪Grooming Standard 仪容仪表Hotel layout, facilities and features酒店布局、设施及特点Tour of Department/hotel 酒店/部门参观 Department Introduction 部部门门介介绍绍Introduction to Department and Team部门及团队介绍Work station set up工作区域介绍Meeting with Direct Manager与直级经理见面Meeting with Department Trainer与部门培训师见面并获得工作技能培训档案Timesheets/Attendance Introduction工作时间/部门考勤介绍Policy & Procedure 政政策策与与程程序序Employment of Relatives亲属聘用Incentive Program招聘激励Benefit Plan福利计划Change of Status人事信息变更Resignation and Termination辞职及劳动关系解除Internal Transfer within MHG明宇酒店集团内部调动Outside Employment在外兼职Attendance考勤Associate ID Card员工卡Name Tag名牌Uniform制服Duty Meal工作餐Associate Locker员工更衣室Personal Visit私人探访Office Telephone & CommunicationEquipment办公电话及通讯设施Smoking吸烟政策1/5 PageJobJob SkillSkill TrainingTraining ProfileProfile工作技能培训档案Grooming Standard仪容仪表Telephone Courtesy电话礼仪Grievance Handling员工申诉Work Injury工伤Job Skill Training Profile工作技能培训档案Training Attendance培训考勤Department Training System部门培训体系Hotel Internal Cross Training酒店内部交叉培训Pre-shift Meetings 班前会Department Meetings 部门会议Cell Phone Policy 手机使用政策Feedback Process - Associates and Guests 反馈程序 - 员工及客人Safety & Security in Workplace 工工作作场场所所的的健健康康与与安安全全Evacuation Route/Procedures 人员疏散路线及程序Reporting Emergencies (Fire, Accident, etc.) 紧急报告程序（火警、事故等）Hygiene Knowledge卫生预防知识Lost & Found Procedures 失物招领程序Guestroom Key Procedures/Entering Room 客房钥匙管理/进入房间程序Welcoming Disabled Guests 欢迎残疾客人Job Skill Catalogue (by Position)工工作作技技能能目目录录 - 根根据据职职位位制制定定Levels Confirmation技技能能水水平平认认证证 (签签字字及及日日期期）Tool to use: SOPs, Service Standard, Brand Standard参参考考资资源源： 部部门门基基本本操操作作规规范范和和标标准准，酒酒店店服服务务标标准准，品品牌牌标标准准1234Set Up The Restaurant For Service摆台Stock And Maintain Side Stations边台检查Fold Napkins叠口布Prepare Service Trays准备托盘Take Restaurant Reservations接受预定Greet And Seat Guests问候及引领客人Handle Napkins安排就座位和铺口布Serve Iced Water冰水服务Present Menu递送菜单Take Beverage Order点酒水Serve And Present Drinks服务酒水Suggest Menu Items菜单建议Take Order点单Serve Breads And Butter服务黄油和面包Set Appropriate Silverware For The Starter/ Main Course/ Dessert And Change SettingAccording To Food Ordered根据点单摆台2/5 PageJobJob SkillSkill TrainingTraining ProfileProfile工作技能培训档案Serve White Wine Or Rose Wine服务白葡萄酒Serve Red Wine 服务红葡萄酒Serve Champagne服务香槟Serve Food And Beverage According To Guest Order正确服务酒水和食品Check Guest Saftisfaction检查客人满意度Clear Soiled Plates From Guest- Occupied Table撤碟Check Silverware For The Next Course更换餐具Serve Dessert服务甜品Present A Check/ Bill出示帐单Help Guest When Leaving 送别客人Set Up For Buffet Service自助餐摆台Attend To Guest Having Buffet介绍自助餐Buffet Service 自助餐服务Preparem and Service Different Types OF Bevereges准备和服务不同酒水Beverage Knowlage 软饮、酒水知识Handle A Wrong Order解决错误点单Handle Complaints解决一般投诉Polish Cutlery擦拭餐具Handle Glassware擦拭瓷器Polish Glassware擦拭玻璃器皿Control, Replace And Request Linen (Tablecloths And Napkins)布草控制Control Spoilage And Pilferage破损控制Safe work habits 安全的工作习惯Kitchen safety 厨房安全F&B Fire Procedures火警程序Emergency situations 紧急情况的处理Log Book每日运营日志FB Organization Chart餐饮及部门组织结构图Duty Roster排班表Sign In Sign Out签到表Service Periods效率管理Humanistic care人文关怀Department of core culture 部门核心文化Beverage Requisitions酒水申请单Food Requisitions食品申请单General Store Requisitions总库领用单3/5 PageJobJob SkillSkill TrainingTraining ProfileProfile工作技能培训档案Operating Equipment Requisition 维修申请单Chemical Requisitions清洁申请单Linen Requisitions布草申请单Linen Exchange Book布草更换本F&B Linen Policy布草政策F&B Grooming and Hygiene Policy 餐饮仪容和卫生政策F&B Departmental Code of Conduct餐饮部联系录Breakage Policy破损政策Lighting Schedule灯光表Background Music背景音乐Key Handling 钥匙交接Restaurant Opening/Closing Checklist餐厅开关档检查表Team spirit&Initiaive团队意识与主动性Willingness to take instructions&communication skills跟进和沟通能力English proficiency英文能力Please sign in the cope form as the attachment with PAF.请请在在该该员员工工进进行行人人事事变变动动时时在在复复印印件件上上签签字字确确认认，将将随随人人事事变变动动表表一一同同提提交交Who 人人员员When 时时间间段段Comments 评评价价Agreed by Dept.Trainer部门培训员考察：Date日期Signature ofAssociate员工签字：Date日期Approved by Dept.Head部门负责人审批者：Date日期Note on Levels of Competency 技技能能评评估估级级别别PAF Requirements 人人事事变变动动要要求求Level 1 - Has received training 基本达到培训要求Level 1 - To pass probation at level 1员工转正时，需确保所有工作技能达到1级Level 2 - Able to perform task with minimal guidance 能再指导下完成工作Level 2 - With 12-month at level 2员工应在工作12月内所有工作技能达到2级Level 3 - Able to perform task independently 能独立完成任务并指导他人Level 3 - To be promoted or nominated as JS Trainer at level 3员工被提名为工作技能师或被提升时，需确保所有工作技能至少达到3级Level 4 - Able to train others on task effectively 能高效的培训他人Level 4 - To be promoted or nominated as Dept. Trainer at level 4员工被提名为主管或部门培训师时，需确保所有工作技能达到4级4/5 PageJobJob SkillSkill TrainingTraining ProfileProfile工作技能培训档案5/5 Page