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------------------------------------------------------------------------...