PAGE\*MERGEFORMAT51PAGE\*MERGEFORMAT1川火锅员工培训手册目录TOC\o"1-2"\h\z\uHYPERLINK\l"_Toc267150231"一、企业文化与发展史PAGEREF_Toc267150231\h1HYPERLINK\l"_Toc267150232"（一）公司概况PAGEREF_Toc267150232\h1HYPERLINK\l"_Toc267150233"（二）企业文化PAGEREF_Toc267150233\h1HYPERLINK\l"_Toc267150234"二、服务礼仪PAGEREF_Toc267150234\h3HYPERLINK\l"_Toc267150235"（一）礼仪的基本原则PAGEREF_Toc267150235\h3HYPERLINK\l"_Toc267150236"（二）礼仪规范的内容PAGEREF_Toc267150236\h4HYPERLINK\l"_Toc267150237"（二）操作礼节PAGEREF_Toc267150237\h7HYPERLINK\l"_Toc267150238"（三）微笑的训练PAGEREF_Toc267150238\h7HYPERLINK\l"_Toc267150239"三、服务意识PAGEREF_Toc267150239\h11HYPERLINK\l"_Toc267150240"四、服务心理及团队意识PAGEREF_Toc267150240\h12HYPERLINK\l"_Toc267150241"五、服务语言PAGEREF_Toc267150241\h13HYPERLINK\l"_Toc267150242"六、操作技能PAGEREF_Toc267150242\h15HYPERLINK\l"_Toc267150243"（一）托盘PAGEREF_Toc267150243\h15HYPERLINK\l"_Toc267150244"（二）摆台标准PAGEREF_Toc267150244\h17HYPERLINK\l"_Toc267150245"（三）撤换空盘与上菜划单PAGEREF_Toc267150245\h18HYPERLINK\l"_Toc267150246"（四）斟茶、示洒、斟酒PAGEREF_Toc267150246\h18HYPERLINK\l"_Toc267150247"（五）点菜PAGEREF_Toc267150247\h20HYPERLINK\l"_Toc267150248"（六）点烟及撤换烟灰缸PAGEREF_Toc267150248\h22HYPERLINK\l"_Toc267150249"（七）上锅底、上菜PAGEREF_Toc267150249\h22HYPERLINK\l"_Toc267150250"（八）结帐PAGEREF_Toc267150250\h24HYPERLINK\l"_Toc267150251"（九）电磁炉操作规范PAGEREF_Toc267150251\h25HYPERLINK\l"_Toc267150252"七、服务技巧与细节PAGEREF_Toc267150252\h26HYPERLINK\l"_Toc267150253"（一）什么是待客服务PAGEREF_Toc267150253\h27HYPERLINK\l"_Toc267150254"（二）集体的团结才能更好的体现出我们的服务PAGEREF_Toc267150254\h27HYPERLINK\l"_Toc267150255"（三）尊重客人，以顾客为中心PAGEREF_Toc267150255\h30HYPERLINK\l"_Toc267150256"（四）“三轻、四勤、五不取”PAGEREF_Toc267150256\h33HYPERLINK\l"_Toc267150257"八、流程PAGEREF_Toc267150257\h34HYPERLINK\l"_Toc267150258"（一）领位流程PAGEREF_Toc267150258\h34HYPERLINK\l"_Toc267150259"（二）传菜流程PAGEREF_Toc267150