实务手册-—kfc肯德基店长工作实务手册

2025-07-20

all of them were killed,some were taken to Britain to improve the environment of the beautiful park which belonged to the Duke of Bedford.He liked them so much that he took them all the way from China to Britain.The Milu deer liked the cool,wet weather in England and their number increased year by year.As a result,when in 1985 the government of China wanted to reintroduce the Milu deer,the Duke of Bedford was happy to help.The first deer came back to China to the Nanhaizi Milu Park 20 kilometers south of Beijing and the centre in Dafeng,Jingsu Province.The deer centainly seem happy to be back in China because their numbers have grown rapidly.There are now so many of them that a new park has been opened for them in Hebei Province.At the moment the Milu deer live in centres where they are being well protected and care for .It is hoped that one day there will be enough animals to let them live in the wild again.So Britain helped China by bringing back an animal that had disappeared from its homeland.This is a good example of friendship and understanding between these two countries. Unit 5 The and that wasn’tHave you ever wanted to be part of a band as a famous singer or musicians? Have you ever dreamed of playing in front of thousands of people at a concert, at which everyone is clapping and appreciating your music? Do you sing Karaoke and pretend you are a famous singer like Song Zuying or Liu Huan? To be honest, a lot of people attach great importance to becoming rich and famous. But just now do people form a band? Many musicians meet and form a band because they like to write and play their own music.They may start as a group of high-school students, for whom practising their music in someones house is the first step to fame.Sometimes they may play to passers-by in the street or subway so that they can earn some extra money for themselves or to pay for their instruments. Later they may giv groups.e performances in pubs or clubs, for which they are paid in cash. Of course they hope to make records in a studio and sell millions of copies to become millionaires! However, thericians. Howeve was one band that started in a different way. It was called the Monkees and began as a TV show. The musicians were to play jokes on each other as well as play music, most of which was based loosely on the Beatles. The TV organizer had planned to find four musicians who could act as well as sing. They put an advertisement in a newspaper looking for rock musicians, but they could only find one who was good enough.They had to use actors for the other three members of theband. As some of these actors could not sing well enough, they had to rely on other musicians to help them. So during the broadcasts they just pretended to sing. Anyhow their performances were humorous enough to be copied by other They were so popular that their fans formed clubs in order to get more familiar with them. Each week on TV, the Monkees would play and sing songs written by other muser, after a year or so in which they became more serious about their work, the Monkees started to play and sing their own songs like a real band. Then they produced their own records and started touring and playing their own music. In the USA they became even more popular than the Beatles and sold even more records. The band broke up about 1970, but happily they reunited in the mid-1980s. They produced a new record in 1996, with which they celebrated their former time as a real band. Freddy the frog（Ⅱ）Not long after They triedFreddy and the bandbecame famous, they visited Britain on a brief tour. Fans showed their devotion by waiting for hours to get tickets for their concerts . Freddy was now quite confident when he went into a concert hall. He enjoyed singing and all the congratulations afterwards! His most exciting invitation was to perform on a TV programme called Top of pops. He had to go to London, wear an expensive suit and give a performance to a TV camera. It felt very strange. But as soon as the programme was over, the telephones which were in th times. Most ancient festivals would celebrate the ende same room started ringing. Everybody was asking wh of colden they could see Freddy and his band again. They wumn.ere truly stars. Freddy and his b had caught animals.and could not go out anywherout being followed. Even when they wor to find, ese sunglasses or beards people recognized them. Fans found them even when they went intotoilet. to hide in the reading rooms of libraries, but it was useless. Someone was always there! Their personal life was regularly discussed by people who did not know them but talked as if they close friends. At last feeling very upset and sensitive, Freddy and his band realized that they must leave the country before it became too painful for them. So they left Britain, to which they were never to return, and went back to the lake. 必修三 Unit 1 Festivals andcelebrations estivals and celebrations of all kinds have been held everywhere since ancient weather,planting in spring and harvest in aut Sometimes Then things went wrong. celebrations would be held after hunters At that te withime people would starve if food was difficultpecially during the cold winter months. Todays festivals have many origins, somereligious, some seasonal, and some for special people or events. estivalsof the Dead Some festivals are held to honour the dead or satisfy the ancestors, who might return either to help or to do harm. For the Japanese festival Obon, people should go to clean graves and light incense in memory of their ancestors. They also light lamps and play music because they think that this will lead the ancestors back to earth. In Mexico, people celebrate the Day of the Dead in early Novemver. On this important feast day, people eat food in the shape of skulls and cakes with bones on them. They offer food, flowers and gifts to the dead. The Western holiday Halloween also had its origin in old beliefs about the return of the spirits of dead people. It is now a childrens festival, when they can dress up an go to their neighbours homes to ask for sweets. If the neighbours do not give any sweers, the children might play a trick on them. etivalsto Honour People estivals can also be held to honour famous people. The Dragon Boat Festival in China honours the famous ancient poet, Qu Yuan. In the USA, Columbus Day is in memory of the arrival of Christopher Columbus in the New World. India has a national festival on October 2 to honour Mohandas Gandhi, the leader who helped gain India independece from Britain. Harvest estivals Harvest and Thanksgiving festival can be very happy events. People are grateful because their food is gathered for the winter and the agricultural work is over. In European countries, people will usually decorate churches and town halls with flowers and fruit, and will get together to have meals. Some people might win awards for their farm produce, like the biggest watermelon or the most handsome rooster. China and Japan have mid-autumn festivals, when people admire the moon and in China, enjoy mooncakes. pring estivals The most energetic and important festivals are te ones that look forward to the end of winter and to the coming of spring. At the Spring Festival in China, people eat dumpings ifsh and meat and may give children lucky money in red paper. There are dragon dances and carnivals , and families celebrate the Lunar New Year together. Some Western countries have very exciting carnicals, which take place forty days before Easter, usually in February. These carnivals might include parades, dancing in the streets day and night, loud music and colourful clothing of all kinds. Easter is an important religious and social festival for Chiristians around the world. It celebrates the return of Jesus from the dead and the coming of spring and new life. Japans Cherry Blossom Festical happens a little later. The country, coveredwith cherry tree flowers, looks as though it is covered with pink snow. People love to get together to eat, drink and have fun with each other. Festivals let us enjoy life, be proud of our customs and forget ou work for a little while.A Sad Love Story Li Fang was heart-broken. It was Valetine Day and Hu Jin had said she would meet him at the coffee shop after work. But she didn turn up. She could be with her friends right now laughing at him. She said she would be there at seven o clock, and he thought she would keep her word. He had looked forward to meeting her all day, and now he was alon with his roses and chocolates, like a fool. Well, he ws not going to hold his breath for her to apologize. He would KFC肯德基店长工作实务手册

上海善衡餐饮店长管理培训有限公司

一、店长的身份二、店长应有的能力三、店长不能具备的品质四、店长一天的活动五、店长的管理权限

1、人员的管理 3、损耗的管理 5、报表的管理 7、促销的管理 9、奖惩的管理 11、情报的管理 13、突发事件的管理 15、安全的管理 17、店面设备的管理六、店长的自我检查七、店长的考核

all of them were killed,some were taken to Britain to improve the environment of the beautiful park which belonged to the Duke of Bedford.He liked them so much that he took them all the way from China to Britain.The Milu deer liked the cool,wet weather in England and their number increased year by year.As a result,when in 1985 the government of China wanted to reintroduce the Milu deer,the Duke of Bedford was happy to help.enough animals to let them live in the wild again.So Britain helped China by bringing back an animal that had disappeared from its homeland.This is a good example of friendship and understanding between these two countries. Unit 5 The and that wasn’tHave you ever wanted to be part of a band as a famous singer or musicians? Have you ever dreamed of playing in front of thousands of people at a concert, at which everSometimes they may play to passhad to rely on other musicians to hers-by in the strelp them. So during theet or subway so thate broadcasts th they can earn some extrey just pretended to sing. Aa money fornyhow th themselveseir perfor or tmances wo pay forere humorous their instruments. enough to be copied by otherLater they may giv groups.e performances in pubs They were so popular that th or clubs, for which they areir fans formede paid clubs in cash. in ordOf courser to get more they hope te familiar wito make records in a studh them. Each week on TV, the Monkeesio and sell millions of copies would play and s to become millionairing songs written by other muses! However, thericians. Howeve was one bander, aft that starter a year or so in which they bed in a different way. It wasecame more serious called the Monkees aboutafter toilet. They triedFreddy and to hidthe e in thbande reading rbecame ooms of librfamous, they visaries, bited Britain on a brief tour.ut it was useless. Someone was always Fans showed their dev there! Theirotion b personal life was ry waiting for houregulars to get tickets for their concertsly discussed by people who did not . Fr know them buteddy was now talked as if they clos quite confident when he friends.e went into a concert h At last feeling vall.ery ups He enjoyed singing andet and sensitive, Fr all the congratulations afterwards!eddy and his band realized that they must leav His most exciting inve the countritation wasy before it to perfor became too pm on a TV programme called ainful for them. So they left Top of pops Britain, to which they wer. He had to go to Londe nevon, wearer to retur an exn, and wpensivreligious, some seasonal, and some for special people or events. estivalsof the Dead Some festivals are held to honour the dead or satisfy the ancestors, who might return either to help or to do harm. For the Japanese festival Obon, people should go to clean graves and light incense in memory of their ancestors. They also light lamps and play music because they think that this will lead the ancestors back to earth. In Mexico, people celebratthe childrwhen people admire the moon and in China, enjoy mooncakes. en might play a trick on them. etivalsto Honour People pring estivals can also bestivals The moste h enereld to honour famous people. The Drgetic and important festivals are tagon Boat Fe ones that look forward to thestival in China honourse end of wint the famous ancient poet, Qu Yuan. In the USA, Cer and to the coming of spring. At the Spring Folumbus Destivay isal in China, people eat in memory of the arriv dumpings ifsh and meat and may gival of Christopher Columbus in the New World. e children lucky money in rIndia has a national festived paper. Theral on Octe are dragon dancesober 2 to honour and carnivals Mohandas Gandhi, th , and families celebrate the Lunar New Yeare leader who helped gain India ind together.ependece from Br Some Westitain. ern countries havwith cherry tree flowers, looks as though it is covered with pink snow. People love to get together to eat, drink and have fun with each other. Festivals let us enjoy life, be proud of our customs and forget ou work for a little while.A Sad Love Story Li Fang was heart-broken. It was Valetine Day and Hu Jin had said she would meet him at the coffee shop after work. But she didn turn up. She could be with her friends 2、缺货的管理 4、收银的管理 6、卫生的管理 8、培训的管理 10、目标的管理 12、对投诉的管理 14、降低成本的管理 16、和总部的联系 18、保密管理 eer came back to China to the Nanhaizi Milu Park 20 kilometers south of Beijing and the centre in Dafeng,Jingsu Province.The deer centainly seem happy to be back in China because their numbers have grown rapidly.There are now so many of them that a new park has been opened for them in Hebei Province.At the moment the Milu deer live in centres where they are being well protected and care for .It is hoped that one day there will be your music? Do you sing Karaoke and pretend you are a famous singer like Song Zuying or Liu Huan? To be honest, a lot of people attach great importance to becoming rich and famous. But just now do people form a band? Many musicians meet and form a band because they like to write and play their own music.They may start as a group of high-school students, for whom practising their music in someones house is the first step to fame. The musicians wered to play and se to play jokes on each othing their own songs like a real ber as well as play music, most of which was basand. Then they produced their own recordsed loos andely on the Beatles. started touring andThe TV organizer playing their own music. In th had planned to find four muse USA they became even more popular than the Beatles and sold evicians who could act as well as sing. They put an advertisen more records. ement in a newspaper looking forThe band broke up about rock mus 1970, bicians, but thut happily they could only find one who wasey reunited in the mid-1980s. They pr good enough.oduced a new record in 1996, withThey had to use actors for the other which they celebrated three members of theband. their former As some of thes time as a real band. e actors could not sFreddy the froging well enough, they （Ⅱ）Not long 必mance to a TV camer修三 Unit 1 Festivals anda. It felt very strange. But ascelebrations estivals and celebrations of all kinds hav soon as the programme was over, the been helde telephones everywher which were since anciente in th times. Most ancient festivals would celebrate the ende same room started ringing. Everybody was asking wh of colden they could s weathee Freddy and hiser,planting in spring and band again. harvest Th in autey wumn.ere truly stars. Sometimes Then things went wrong. celebrations would be held aft Freddy ander hunters his b had caught animals.and could not go out anywher At that te withime people would starvout being followed.e if food was difficult Even when they wor to find, ese sunglassespecially during th or beards people re cold wintecognizeder months. Today them. Fans found them even when they went intos festivals have many origins, somee the Day of the Dead in early Novemver. On this important feast day, people eat food in the shape of skulls and cakes with bones on them. They offer food, flowers and gifts to the dead. The Western holiday Halloween also had its origin in old beliefs about the return of the spirits of dead people. It is now a childrens festival, when they can dress up an go to their neighbours homes to ask for sweets. If the neighbours do not give any sweers, Harvest and Thanksgiving festivnicals, which take place forty daysal can be very happy ev before Eastents. People are grater, usually in Feful because thebruary. These carnivalseir food is gathered might includ for the parade wintes, dancing in ther and the agre striculteets dural work is ovay and night, loud music and colourful clothing of all kinds. Easter. In European countries, people will usually decorate churcheser is an important r and town halls with flowerseligious and social festival for Chir and fruit, and will getistians around th together to have world.e m It celebrateals. Some people might win awardses the return of Jesus fr forom th their farm prode dead and the coming of spruce, like the biggest wating and new life. Japanermelon or the mosts Cherr handsome roosty Blossom Festical happenser. China and Japan hav a little later. The country, covere mid-autumn festivals, ede at seven o clock, and he thought she would keep her word. He had looked forward to meeting her all day, and now he was alon with his roses and chocolates, like a fool. Well, he ws not going to hold his breath for her to apologize. He would

The first dyone is clapping and appreciating and began as a TV show. their work, the Monkees starte suit and give a perforent back to the lake. Harvest estivals e very exciting car right now laughing at him. She said she would be therall of them were killed,some were taken to Britain to improve the environment of the beautiful park which belonged to the Duke of Bedford.He liked them so much that he took them all the way from China to Britain.The Milu deer liked the cool,wet weather in England and their number increased year by year.As a result,when in 1985 the government of China wanted to reintroduce the Milu deer,the Duke of Bedford was happy to help.The first deer came back to China to the Nanhaizi Milu Park 20 kilometers south of Beijing and the centre in Dafeng,Jingsu Province.The deer centainly seem happy to be back in China because their numbers have grown rapidly.There are now so many of them that a new park has been opened for them in Hebei Province.At the moment the Milu deer live in centres where they are being well protected and care for .It is hoped that one day there will be enough animals to let them live in the wild again.So Britain helped China by bringing back an animal that had disappeared from its homeland.This is a good example of friendship and understanding between these two countries. Unit 5 The and that wasn’tHave you ever wanted to be part of a band as a famous singer or musicians? Have you ever dreamed of playing in front of thousands of people at a concert, at which everyone is clapping and appreciating your music? Do you sing Karaoke and pretend you are a famous singer like Song Zuying or Liu Huan? To be honest, a lot of people attach great importance to becoming rich and famous. But just now do people form a band? Many musicians meet and form a band because they like to write and play their own music.They may start as a group of high-school students, for whom practising their music in someones house is the first step to fame.Sometimes they may play to passers-by in the street or subway so that they can earn some extra money for themselves or to pay for their instruments. Later they may giv groups.e performances in pubs or clubs, for which they are paid in cash. Of course they hope to make records in a studio and sell millions of copies to become millionaires! However, thericians. Howeve was one band that started in a different way. It was called the Monkees and began as a TV show. The musicians were to play jokes on each other as well as play music, most of which was based loosely on the Beatles. The TV organizer had planned to find four musicians who could act as well as sing. They put an advertisement in a newspaper looking for rock musicians, but they could only find one who was good enough.They had to use actors for the other three members of theband. As some of these actors could not sing well enough, they had to rely on other musicians to help them. So during the broadcasts they just pretended to sing. Anyhow their performances were humorous enough to be copied by other They were so popular that their fans formed clubs in order to get more familiar with them. Each week on TV, the Monkees would play and sing songs written by other muser, after a year or so in which they became more serious about their work, the Monkees started to play and sing their own songs like a real band. Then they produced their own records and started touring and playing their own music. In the USA they became even more popular than the Beatles and sold even more records. The band broke up about 1970, but happily they reunited in the mid-1980s. They produced a new record in 1996, with which they celebrated their former time as a real band. Freddy the frog（Ⅱ）Not long after They triedFreddy and the bandbecame famous, they visited Britain on a brief tour. Fans showed their devotion by waiting for hours to get tickets for their concerts . Freddy was now quite confident when he went into a concert hall. He enjoyed singing and all the congratulations afterwards! His most exciting invitation was to perform on a TV programme called Top of pops. He had to go to London, wear an expensive suit and give a performance to a TV camera. It felt very strange. But as soon as the programme was over, the telephones which were in th times. Most ancient festivals would celebrate the ende same room started ringing. Everybody was asking wh of colden they could see Freddy and his band again. They wumn.ere truly stars. Freddy and his b had caught animals.and could not go out anywherout being followed. Even when they wor to find, ese sunglasses or beards people recognized them. Fans found them even when they went intotoilet. to hide in the reading rooms of libraries, but it was useless. Someone was always there! Their personal life was regularly discussed by people who did not know them but talked as if they close friends. At last feeling very upset and sensitive, Freddy and his band realized that they must leave the country before it became too painful for them. So they left Britain, to which they were never to return, and went back to the lake. 必修三 Unit 1 Festivals andcelebrations estivals and celebrations of all kinds have been held everywhere since ancient weather,planting in spring and harvest in aut Sometimes Then things went wrong. celebrations would be held after hunters At that te withime people would starve if food was difficultpecially during the cold winter months. Todays festivals have many origins, somereligious, some seasonal, and some for special people or events. estivalsof the Dead Some festivals are held to honour the dead or satisfy the ancestors, who might return either to help or to do harm. For the Japanese festival Obon, people should go to clean graves and light incense in memory of their ancestors. They also light lamps and play music because they think that this will lead the ancestors back to earth. In Mexico, people celebrate the Day of the Dead in early Novemver. On this important feast day, people eat food in the shape of skulls and cakes with bones on them. They offer food, flowers and gifts to the dead. The Western holiday Halloween also had its origin in old beliefs about the return of the spirits of dead people. It is now a childrens festival, when they can dress up an go to their neighbours homes to ask for sweets. If the neighbours do not give any sweers, the children might play a trick on them. etivalsto Honour People estivals can also be held to honour famous people. The Dragon Boat Festival in China honours the famous ancient poet, Qu Yuan. In the USA, Columbus Day is in memory of the arrival of Christopher Columbus in the New World. India has a national festival on October 2 to honour Mohandas Gandhi, the leader who helped gain India independece from Britain. Harvest estivals Harvest and Thanksgiving festival can be very happy events. People are grateful because their food is gathered for the winter and the agricultural work is over. In European countries, people will usually decorate churches and town halls with flowers and fruit, and will get together to have meals. Some people might win awards for their farm produce, like the biggest watermelon or the most handsome rooster. China and Japan have mid-autumn festivals, when people admire the moon and in China, enjoy mooncakes. pring estivals The most energetic and important festivals are te ones that look forward to the end of winter and to the coming of spring. At the Spring Festival in China, people eat dumpings ifsh and meat and may give children lucky money in red paper. There are dragon dances and carnivals , and families celebrate the Lunar New Year together. Some Western countries have very exciting carnicals, which take place forty days before Easter, usually in February. These carnivals might include parades, dancing in the streets day and night, loud music and colourful clothing of all kinds. Easter is an important religious and social festival for Chiristians around the world. It celebrates the return of Jesus from the dead and the coming of spring and new life. Japans Cherry Blossom Festical happens a little later. The country, coveredwith cherry tree flowers, looks as though it is covered with pink snow. People love to get together to eat, drink and have fun with each other. Festivals let us enjoy life, be proud of our customs and forget ou work for a little while.A Sad Love Story Li Fang was heart-broken. It was Valetine Day and Hu Jin had said she would meet him at the coffee shop after work. But she didn turn up. She could be with her friends right now laughing at him. She said she would be there at seven o clock, and he thought she would keep her word. He had looked forward to meeting her all day, and now he was alon with his roses and chocolates, like a fool. Well, he ws not going to hold his breath for her to apologize. He would 本手册是帮助各营业店的店长，理解自己的职责范围，并更好的完成店长的工作任务。

一、店长的身份 1、公司营业店的代表人

从你成为店长的一刻起，你不再是一名普通的员工，你代表了公司整体的形象，是公司营业店的代表，你必须站在公司的立场上，强化管理，达到公司经营效益之目标。 2、营业额目标的实现者

你所管理的店面，必须有盈利才能证明你的价值，而在实现目标的过程中，你的管理和以身作则，将是极其重要的，所以，营业额目标的实现，50%是依赖你的个人的优异表现。 3、营业店的指挥者

一个小的营业店也是一个集体，必须要有一个指挥者，那就是你，你不但要发挥自己的才能，还要负担指挥其他员工的责任—— 帮助每一个员工都能发挥才能，你必须用自己的行动、思想来影响员工，而不是让员工影响你的判断和思维。二、店长应有的能力 1、指导的能力

是指能扭转陈旧观念，并使其发挥最大的才能，从而使营业额得以提高。

能发现员工的不足，并帮助员工提高能力和素质 3、数据计算能力

掌握、学会、分析报表、数据]从而知道自己店面成绩的好坏 4、目标达成能力

指为达成目标。而须拥有的组织能力和凝聚力，以及掌握员工的能力

5、良好的判断力

面对问题有正确的判断，并能迅速解决 6、专业知识的能力

对于你所卖西饼、面包的了解和营业服务时所必备的知识和技能 7、营业店的经营能力

指营业店经营所必备的管理技能 8、管理人员和时间的能力 9、改善服务品质的能力

指让服务更加合理化，让顾客有亲切感，方便感，信任感和舒适感 10、自我训练的能力

要跟上时代提升自己，和公司一起快乐成长 11、诚实和忠诚三、店长不能有的品质 1、 2、

越级汇报，自作主张（指突发性的问题）推卸责任，逃避责任

私下批评公司，抱怨公司现状

不设立目标，不相信自己和手下员工可以创造营业奇迹有功劳时，独自享受

不擅长运用店员的长处，只看到店员的短处不愿训练手下，不愿手下员工超越自己对上级或公司，报喜不报忧专挑好听的讲不愿严格管理店面，只想做老好人

四、店长一天的活动 1、

早晨开门的准备（开店前半小时）

A：手下员工的确认，出勤和休假的情况，以及人员的精神状况。 B：营业店面的检查：存货的复核、新货的盘点、物品的陈列、店面的清洁、灯光、价格、设备、零钱等状况

C：昨日营业额的分析：具体的数目，是降是升（找出原因）、寻找提高营业额的方法 D：宣布当日营业目标 2、

开店后到中午

A：今日工作重点的确认今日营业额要做多少今日全力促销哪样产品 B：营业问题的追踪（设备修理、灯光、产品排列等） C：营业店进期的食品进行销售量/额比较 D：今天的营业高峰是什么时候？ 3、

中午轮班午餐

A：对员工进行培训和交谈、鼓舞士气 B：对发现的问题进行处理和上报

C：四周同行店的调查（生意和我们比较如何） 5、

傍晚（3：00~6：00）

A：确认营业额的完成情况 B：检查店面的整体情况

C：指示接班人员或代理人员的注意事项 D：进行订货工作，和总部协调 6、

晚间（6：00~关门）

A：推销产品，尽力完成当日目标 B：盘点物品、收银 C：制作日报表 D：打烊工作的完成

E：作好离店的工作（保障店面晚间的安全）五、店长的权限 1、从业人员的管理

A：出勤的管理：严禁迟到、早退、严格遵守纪律 B；服务的管理：以优质的服务吸引回头客

C：工作效率管理：不断提高每个员工的工作速度和工作的质量 D：对不合格的管理。一般分两种情况： *对不合格的员工进行再培训

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