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川火锅员工培训手册目录一、企业文化与发展史---------------------------------------------------------------------------------------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----------------------------------------------------------------------------------------------一三六、操作技能----------------------------------------------------------------------------------------------一五（一）托盘-------------------------------------------------------------------------------------------一五（二）摆台标准----------------------------------------------------------------------------------------17（三）撤换空盘与上菜划单----------------------------------------------------------------------一八（四）斟茶、示洒、斟酒-------------------------------------------------------------------------一八（五）点菜----------------------------------------------------------------------------------------------20（六）点烟及撤换烟灰缸----------------------------------------------------------------------------22（七）上锅底、上菜----------------------------------------------------------------------------------22（八）结帐----------------------------------------------------------------------------------------------24（九）电磁炉操作规范-------------------------------------------------------------------------------25七、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-------------------------------------------------------------------30（四）“三轻、四勤、五不取”-------------------------------------------------------------------33八、流程-------------------------------------------------------------------------------------------------------34（一）领位流程----------------------------------------------------------------------------------------34（二）传菜流程----------------------------------------------------------------------------------------37（三）保安流程----------------------------------------------------------------------------------------38（四）酒水员流程-------------------------------------------------------------------------------------39（五）收银流程------------------------------------------------------------------------...