餐饮业火锅店员工培训手册

培训纲要一、企业文化与进展史---------------------------------------------------------------------------------------1（一）公司概况------------------------------------------------------------------------------------------1（二）企业文化------------------------------------------------------------------------------------------1二、服务礼仪---------------------------------------------------------------------------------------------------3（一）礼仪的基本原则---------------------------------------------------------------------------------3（二）礼仪法律规范的内容---------------------------------------------------------------------------4（二）操作礼节------------------------------------------------------------------------------------------7（三）微笑的训练---------------------------------------------------------------------------------------7三、服务意识-------------------------------------------------------------------------------------------------11四、服务心理及团队意识----------------------------------------------------------------------------------12五、服务语言-------------------------------------------------------------------------------------------------13六、操作技能-------------------------------------------------------------------------------------------------15（一）托盘----------------------------------------------------------------------------------------------15（二）上锅底、上菜----------------------------------------------------------------------------------22（三）结帐----------------------------------------------------------------------------------------------24七、服务技巧与细节----------------------------------------------------------------------------------------26（一）什么是待客服务-------------------------------------------------------------------------------27（二）集体的团结才能更好的体现出我们的服务----------------------------------------------27（三）尊重客人，以顾客为中心-------------------------------------------------------------------3...