洲际餐饮管理培训
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… Cont’
• Telling employees that their work affects other departments 告诉员工他们的工作 成效会影响其他部门工作的展开 • Showing employees how they can work with other departments to get job done 向员工展示怎样和其他部门合作完 成任务
计划 组织
Leading Controlling
领导 控制
These things will help me in planning activities: 以下将帮助我们进行计划工作
• Setting aside time for planning 抽出 时间做工作计划 • Gathering all necessary information 收集所有必要信息 • Letting employees help me planning 让员工协助制定计划 • Making flexible plan 制定灵活的计划
These things will help me in leading activities: 以下将帮助我们领导员工 • Telling my staff what‟s expected of them 告知员工你对他们的期望 • Showing a positive attitude 表现出积 极的工作态度 • Complimenting employees for their good performance 称赞员工的好的表现 • Seeking employee suggestions 寻求 员工的意见
lessonwelearnwewhatthemwinyoumustgetreadyyourwinningformula想让你的团队取得成功你必须准备好成功的规则lessonwelearnyouwantyourpeoplesupportyouourcustomersyouneedsupportthemtooooooo最后想要员工支持你的工作和更好的服务客人你必须给予他们你的支持youcoach作为指导者的角色youcoach你作为指导者的角色youuppermanagement上级管理人员governmental官方middlemanagement中层管理人员industrydemands行业需求employee员工internalguests内部客人guests客人suppliers供应商responsibilitiescoaches指导者的责任bosses对你的老板meetingqualitystandards保持公司标准operatingwithinbudgetlimitations在预算范围内很好的运作餐厅maintainingrecords保持重要记录writingreportstime及时撰写报告staff对你的员工providingsafeworkingenvironment提供安全工作环境representingyouremployees?concernsuppermanagement将员工所关注的问题反映给上层领导beingconsistentalldecisionsyouremployee对所有员工保持决策的公正性providingopportunitieshelpgoodworkersgetahead为表现好的员工创造提高的机会responsibilitiescoaches指导者的责任coaches对指导者providingyourexperience从经验中获益helpingcoordinateeffortsamongdepartments协助部门间沟通responsibilitiescoaches指导者的责任guests对客人pleasantexperience提供愉悦的体验providinggoodproducts供优质的产品和服务responsibilitiessupervision指导者的责任nowlearningaboutpeopleratherthantasks学习了解我的员工而
SESSION 课程
TIME 时间
WEDNESDAY 星期三
21 MAR 2007 2007年3月21日
One 第一部门
10.00am – 10.30am
10.30am – 10.45am
You as Roles as Coach 作为指导的角色
Discussion/Break 讨论时间 Coaching Process 指导的步骤 Lunch 午餐 Improving Communication 改善沟通效果 Discussion/Break 讨论时间
You as Roles as Coach 作为指导者的角色
You as a Coach 你作为指导者的角色
Upper Management 上级管理人员
Suppliers 供应商
Governmental 官方
Guests客人
YOU 你
Middle Management 中层管理人员 Industry Demands 行业需求
Lesson we Learn :由此得知：
2) If you want your people to success you need to have a successful mind too 想让你的团队取得成功，你必须有真知灼见。
Lesson we Learn :由此得知： 3) If we what them to win you must get ready your winning formula 想让你的团队取得成功， 你必须准备好成功的规则
… Cont’
• Using employee, equipment, and resources wisely 精明的运用员工，设备 以及其他资源
• Evaluating my plan 对计划做出评估
• Completing my plan on time 准时完成 计划
These things will help me in organising activities: 以下将帮助我们 进行组织工作：
Building a Winning Team 创建成功的团队
Slides Discussion/Next Week 下周讨论
Programme Objective 课程目标
At the end of this programme, you will: 本课结束后，你将会：
• Be able to enhance your knowledge & understanding functions, roles & responsibilities as Coach 对指导者一角的 职能，角色，责任的认识有大幅提高 • Be able to polish your skills in Communication, leadership, motivation, problem solving and decision making which are essential to effective Coach. 提高你的沟通技巧，领导能 力，驱动能力，问题解决能力以及决策制定能力等作为有效指导者 所必备的素质 • Understand our F&B concept 了解餐饮设施概念
• “Friendly, Fair and Firm” 友好，公正，意志坚定 • Be consistent 保持一致
• Praise your staff when they did a good job 表扬鼓励员工
• Discussion 讨论时间
• Recap the Coaches Roles 复习指 导者的角色
Lesson we Learn :由此得知：
4) Lastly, if you want your people to support you and our customers, you need to support them tooooooo 最后，想要员工支持你的工作和更好的服务客人，你必须给予他们你的支持
Supervising Up对待上级 TIPS for getting boss to listen 使老板听你讲话的几窍门
• State your thoughts in terms 将你的意见归成条 • Make sure information is accurate and complete 确保所传达信息的准确和完整 • Write down ideas 将你的想法写下来 • Be brief 简洁明了 • Be aware of voice & body 注意声调和体态
Internal Guests 内部 客人
Employee 员工
Responsibilities of Coaches 指导者的责任
• Bosses 对你的老板 Meeting quality standards 保持公司标准 Operating within budget limitations 在预算范围内很好的运作餐厅 Maintaining records 保持重要记录 Writing reports on time 及时撰写报告
Responsibilities of Coaches 指导者的责任 • Coaches 对指导者
Providing the benefit of your experience 从经验中获益 Helping coordinate efforts among departments 协助部门间沟通
Supervising Down 对待下级
TIPS for working with your employees 和员工相处的几点窍门
• Tell them, „We‟re going to do this,‟ not, „You are going to do this.‟ 告诉他们：“我 们会……”，而不是：“你们会……” • Be sincere 真诚的对待他们 • Make business decisions, not personal decisions 根据经营需要而不是个人需要做出 决策
Motivating Subordinates 激发员工
Break 休息 Problem Solving & Decision Making 问题处理以及决策制定 Lunch 午餐 How to Discipline Staff
Two 第二部分
10.45am – 12.15pm 12.15pm – 1.15pm
Three 第三部分
1.15pm – 2.30pm
2.30pm – 3.00pm
Break 休息
Four 第四部分
Five 第五部分
3.00pm – 4.00pm
Leadership Skills 领导技能
Our InterContinental Food and Beverage Concept 洲际酒店餐饮 设施概念
Stage Walking
Coaching Process…….指导的步骤
“Who says elephants can’t dance?” 谁说大象不能跳舞？ ~ Lou Gerstner ~
COACHING PROCESS 指导的步骤
Functions of Management 管理职能
Planning Oganising
Classroom Rules 培训纪律
Can We……… 准备好开始了吗？
Do you know this place?? 你知道图片所示的地方吗？
What is man doing????? 这个人在做什么？
Lesson we Learn :由此得知：
1) If you want your people to know their job, you guide and show them !!! 如果想让你的员工了解他们的工作，需指导并且展示给他们！
Responsibilities of Coaches 指导者的责任
• Staff 对你的员工
Providing safe working environment 提供安全工作环境 Representing your employees‟ concerns to upper-management 将员工所关注的问题反映给上层领导 Being consistent and fair in all decisions that your employee 对所有员工保持决策的公正性 Providing opportunities to help good workers get ahead 为表现好的员工创造提高的机会
• That learning about people rather than tasks 学习了解我的员工而不仅仅是工作本身 • That employees at all levels depend on me to get the job done 员工依靠我的指导完成他 们的工作 • Helping InterContinental Century City Chengdu Hotel meets its objectives 帮助成都世纪城洲际大饭店取得成功
Welcome
The World of Food and Beverage 欢迎来到餐饮世界
KC…….. Train For the Future
Cake Story
TODAY 今天的内容
- Together we going to Learn More 我们一起学习 - Together we going to Develop our Skills 我们一起提高技能 - Together we going to Coach our people 我们一起指导员工
Responsibilities of Supervision 指导者的责任 • GueБайду номын сангаасts 对客人
Providing a pleasant experience 提供 愉悦的体验 Providing good products / services 提 供优质的产品和服务
Now I Know ….. 现在我知道……
• Considering an employee‟s personal qualities when assigning job responsibilities 结合员工的不同所长分配工作 • Training employees who need to improve their skills 对工作技能有待提高的员工进行培训 • Coordinating resources effectively 有效调整 利用资源
• Telling employees that their work affects other departments 告诉员工他们的工作 成效会影响其他部门工作的展开 • Showing employees how they can work with other departments to get job done 向员工展示怎样和其他部门合作完 成任务
计划 组织
Leading Controlling
领导 控制
These things will help me in planning activities: 以下将帮助我们进行计划工作
• Setting aside time for planning 抽出 时间做工作计划 • Gathering all necessary information 收集所有必要信息 • Letting employees help me planning 让员工协助制定计划 • Making flexible plan 制定灵活的计划
These things will help me in leading activities: 以下将帮助我们领导员工 • Telling my staff what‟s expected of them 告知员工你对他们的期望 • Showing a positive attitude 表现出积 极的工作态度 • Complimenting employees for their good performance 称赞员工的好的表现 • Seeking employee suggestions 寻求 员工的意见
lessonwelearnwewhatthemwinyoumustgetreadyyourwinningformula想让你的团队取得成功你必须准备好成功的规则lessonwelearnyouwantyourpeoplesupportyouourcustomersyouneedsupportthemtooooooo最后想要员工支持你的工作和更好的服务客人你必须给予他们你的支持youcoach作为指导者的角色youcoach你作为指导者的角色youuppermanagement上级管理人员governmental官方middlemanagement中层管理人员industrydemands行业需求employee员工internalguests内部客人guests客人suppliers供应商responsibilitiescoaches指导者的责任bosses对你的老板meetingqualitystandards保持公司标准operatingwithinbudgetlimitations在预算范围内很好的运作餐厅maintainingrecords保持重要记录writingreportstime及时撰写报告staff对你的员工providingsafeworkingenvironment提供安全工作环境representingyouremployees?concernsuppermanagement将员工所关注的问题反映给上层领导beingconsistentalldecisionsyouremployee对所有员工保持决策的公正性providingopportunitieshelpgoodworkersgetahead为表现好的员工创造提高的机会responsibilitiescoaches指导者的责任coaches对指导者providingyourexperience从经验中获益helpingcoordinateeffortsamongdepartments协助部门间沟通responsibilitiescoaches指导者的责任guests对客人pleasantexperience提供愉悦的体验providinggoodproducts供优质的产品和服务responsibilitiessupervision指导者的责任nowlearningaboutpeopleratherthantasks学习了解我的员工而
SESSION 课程
TIME 时间
WEDNESDAY 星期三
21 MAR 2007 2007年3月21日
One 第一部门
10.00am – 10.30am
10.30am – 10.45am
You as Roles as Coach 作为指导的角色
Discussion/Break 讨论时间 Coaching Process 指导的步骤 Lunch 午餐 Improving Communication 改善沟通效果 Discussion/Break 讨论时间
You as Roles as Coach 作为指导者的角色
You as a Coach 你作为指导者的角色
Upper Management 上级管理人员
Suppliers 供应商
Governmental 官方
Guests客人
YOU 你
Middle Management 中层管理人员 Industry Demands 行业需求
Lesson we Learn :由此得知：
2) If you want your people to success you need to have a successful mind too 想让你的团队取得成功，你必须有真知灼见。
Lesson we Learn :由此得知： 3) If we what them to win you must get ready your winning formula 想让你的团队取得成功， 你必须准备好成功的规则
… Cont’
• Using employee, equipment, and resources wisely 精明的运用员工，设备 以及其他资源
• Evaluating my plan 对计划做出评估
• Completing my plan on time 准时完成 计划
These things will help me in organising activities: 以下将帮助我们 进行组织工作：
Building a Winning Team 创建成功的团队
Slides Discussion/Next Week 下周讨论
Programme Objective 课程目标
At the end of this programme, you will: 本课结束后，你将会：
• Be able to enhance your knowledge & understanding functions, roles & responsibilities as Coach 对指导者一角的 职能，角色，责任的认识有大幅提高 • Be able to polish your skills in Communication, leadership, motivation, problem solving and decision making which are essential to effective Coach. 提高你的沟通技巧，领导能 力，驱动能力，问题解决能力以及决策制定能力等作为有效指导者 所必备的素质 • Understand our F&B concept 了解餐饮设施概念
• “Friendly, Fair and Firm” 友好，公正，意志坚定 • Be consistent 保持一致
• Praise your staff when they did a good job 表扬鼓励员工
• Discussion 讨论时间
• Recap the Coaches Roles 复习指 导者的角色
Lesson we Learn :由此得知：
4) Lastly, if you want your people to support you and our customers, you need to support them tooooooo 最后，想要员工支持你的工作和更好的服务客人，你必须给予他们你的支持
Supervising Up对待上级 TIPS for getting boss to listen 使老板听你讲话的几窍门
• State your thoughts in terms 将你的意见归成条 • Make sure information is accurate and complete 确保所传达信息的准确和完整 • Write down ideas 将你的想法写下来 • Be brief 简洁明了 • Be aware of voice & body 注意声调和体态
Internal Guests 内部 客人
Employee 员工
Responsibilities of Coaches 指导者的责任
• Bosses 对你的老板 Meeting quality standards 保持公司标准 Operating within budget limitations 在预算范围内很好的运作餐厅 Maintaining records 保持重要记录 Writing reports on time 及时撰写报告
Responsibilities of Coaches 指导者的责任 • Coaches 对指导者
Providing the benefit of your experience 从经验中获益 Helping coordinate efforts among departments 协助部门间沟通
Supervising Down 对待下级
TIPS for working with your employees 和员工相处的几点窍门
• Tell them, „We‟re going to do this,‟ not, „You are going to do this.‟ 告诉他们：“我 们会……”，而不是：“你们会……” • Be sincere 真诚的对待他们 • Make business decisions, not personal decisions 根据经营需要而不是个人需要做出 决策
Motivating Subordinates 激发员工
Break 休息 Problem Solving & Decision Making 问题处理以及决策制定 Lunch 午餐 How to Discipline Staff
Two 第二部分
10.45am – 12.15pm 12.15pm – 1.15pm
Three 第三部分
1.15pm – 2.30pm
2.30pm – 3.00pm
Break 休息
Four 第四部分
Five 第五部分
3.00pm – 4.00pm
Leadership Skills 领导技能
Our InterContinental Food and Beverage Concept 洲际酒店餐饮 设施概念
Stage Walking
Coaching Process…….指导的步骤
“Who says elephants can’t dance?” 谁说大象不能跳舞？ ~ Lou Gerstner ~
COACHING PROCESS 指导的步骤
Functions of Management 管理职能
Planning Oganising
Classroom Rules 培训纪律
Can We……… 准备好开始了吗？
Do you know this place?? 你知道图片所示的地方吗？
What is man doing????? 这个人在做什么？
Lesson we Learn :由此得知：
1) If you want your people to know their job, you guide and show them !!! 如果想让你的员工了解他们的工作，需指导并且展示给他们！
Responsibilities of Coaches 指导者的责任
• Staff 对你的员工
Providing safe working environment 提供安全工作环境 Representing your employees‟ concerns to upper-management 将员工所关注的问题反映给上层领导 Being consistent and fair in all decisions that your employee 对所有员工保持决策的公正性 Providing opportunities to help good workers get ahead 为表现好的员工创造提高的机会
• That learning about people rather than tasks 学习了解我的员工而不仅仅是工作本身 • That employees at all levels depend on me to get the job done 员工依靠我的指导完成他 们的工作 • Helping InterContinental Century City Chengdu Hotel meets its objectives 帮助成都世纪城洲际大饭店取得成功
Welcome
The World of Food and Beverage 欢迎来到餐饮世界
KC…….. Train For the Future
Cake Story
TODAY 今天的内容
- Together we going to Learn More 我们一起学习 - Together we going to Develop our Skills 我们一起提高技能 - Together we going to Coach our people 我们一起指导员工
Responsibilities of Supervision 指导者的责任 • GueБайду номын сангаасts 对客人
Providing a pleasant experience 提供 愉悦的体验 Providing good products / services 提 供优质的产品和服务
Now I Know ….. 现在我知道……
• Considering an employee‟s personal qualities when assigning job responsibilities 结合员工的不同所长分配工作 • Training employees who need to improve their skills 对工作技能有待提高的员工进行培训 • Coordinating resources effectively 有效调整 利用资源