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The article discusses the issues underpinning the role and importance of the organization and evaluating the effectiveness of staff training in the hospitality industry on the example of coffee shops. The author gives practical recommendations and presents step-by-step algorithm for identifying training needs, diagnosing the level of knowledge and skills of staff, organization of the learning process and evaluating its results in order to increase the attractiveness of the coffee, increasing the number of customers and create the highest level of service offered. Evaluation criteria for staff of service department using the method of «Mystery shopper» is reviewed and systemized, specific diagnostic tools and experience of their application in specific circumstances are represented. The article presents recommendations for organizing and conducting training activities in the form of training « Skills of hospitality,» and gives a detailed description of the basic elements of the program of training of the service personnel coffee shops.
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