1、STANDARD OPERATING PROCEDURE标准操作程序FLOWER QUANTITY, QUALITY AND PURCHASE鲜花的数量、质量及采购Task Number: 任务号FLO-0001Department: 部门Housekeeping客房部Date Issued: 发出时间January 20052005年1月Guest Expectation: 顾客期望Fresh flowers make a huge difference in my guest room, in the restaurants and in the hotel public areas. O
2、n my day of arrival, fresh flowers tell me I am expected and welcomed. Fresh flowers show value and create an ambiance in keeping with an upscale hotel.鲜花可以给我不一样的感觉，无论是在我的房间、餐厅，还是在酒店的公共区域。当我入住酒店时，鲜花让我感到自己是受欢迎的，也可以显示出酒店的高贵与典雅。 Time to Train: 培训时间25 minutes25分Why is this task important for you and our
3、 guests?为什么此任务对于你和我们的客人都很重要？Answers: 1. I know what flowers mean to our guests. 我理解鲜花对我们的客人意味着什么。2. I understand that flowers have impact on the ambience and the welcome. 我知道鲜花可以影响欢迎气氛。3. I am able to increase the GSTS score. 我可以增加顾客满意程度调查的分数。WHAT/ STEPS内容及步骤HOW/ STANDARDS操作标准TRAINING QUESTIONS培训疑问1
4、) Check requirement for the next day 检查次日的需要Flower Room Attendant checks the number of VIPs, F&B function requirements and public area display requirements and raises a Purchase Request for the flowers required.花女检查核实VIP、餐厅及公区所需鲜花数量，然后打PR单采购。Why do I need to check the requirements in the entire hote
5、l? 为什么要核实整个酒店所需要的鲜花数量？Why is important to have flowers in public areas? 公区鲜花为什么那么重要？2) Approval & purchase 批准及采购The Purchase Request is sent to the Executive Housekeeper for approval and forwarded to Purchasing by 3.00 PM.将PR单报行政管家审批并在下午3：00前进行采购。Why does the Exec. Housekeeper need to approve the re
6、quest?为什么要经过行政管家审批？3) Receiving 收货When flowers are delivered to the Receiving Department the Receiving Clerk calls the Flower Attendant. The Flower Attendant must check on the quality before acceptance. 当鲜花到货后，收货部员工应通知花女。花女应在接受前检查鲜花质量。When quantity and quality is agreed the Flower Attendant and Rece
7、iving Clerk signs on the delivery note to acknowledge acceptance.当鲜花数量及质量吻合时，收货员工与花女签单确认接受。Can I accept discounted flowers which are 2 days old?我能接收两天之前的鲜花吗？Why do we need to check on the quantity and quality.我们为什么要检查鲜花的数量和质量？4) Flower Room 花店The flowers are then transferred to the Flower Room for p
8、reparation for:鲜花将送至花店为以下用途做准备：- Lobby 大堂- Guest Rooms for VIP sVIP房间- Guest Bathrooms 客房浴室- Restaurant 餐厅- Bar 酒吧- Lobby Lounge 大堂吧- Club Lounge 行政酒廊- SPA康乐- Conference area 宴会- Other designated areas 其他指定区域Which areas have Flowers? 那些地方需要鲜花？Summary questions: 问题总结1. What is important when we check
9、 the floral arrangement requirements for the next day?当检查次日鲜花需求时应注意什么？2. What is the deadline for requests? 采购审批的最后期限是什么？3. a) What is the responsibility of the Flower Attendant before receiving flowers?在鲜花收货前花女有什么职责？b) Can you accept cheaper flowers which are discounted? 你能够接收劣质折扣鲜花吗？4. Do you prep
10、are flowers for Guest purchase?你为客人购买鲜花做准备了吗？Now ask the trainee to practice the task from start to end to test competency. 现在让被培训者练习全过程并加以指导STANDARD OPERATING PROCEDURE标准操纵程序 FLOWER ORDER FROM GUEST客人的用花需求Task Number: 任务号FLO-0002Department: 部门Housekeeping客房部Date Issued: 发出日期January 20052005年1月Guest
11、 Expectation: 顾客期望I may require purchasing flowers for special occasions. It is convenient to be able to order flowers in the hotel and to know they are fresh and well prepared and the charge can be added to my bill. 我有可能在某些时候需要鲜花。如果能在入住的酒店预定到高质量的鲜花将是很便利的，费用可以直接挂帐。Time to Train: 培训时间25 minutes25分Why
12、 is this task important for you and our guests?为什么此任务对于你和我们的客人都很重要？Answers: 答案：4. I know what flowers mean to our guest. 我知道鲜花对客人来说意味着什么。5. I appreciate that flowers have a positive impact on the comfort of the guest especially if he/she wants to order directly in the hotel. 我很认同鲜花可以给客人舒适感，特别是他/她想直接
13、在酒店预定鲜花时候。6. I am able to increase the GSTS score. 我可以增加顾客满意度调查的分数。WHAT/ STEPS内容步骤HOW/ STANDARDS操作标准TRAINING QUESTIONS培训疑问1) Flower arrangement album 鲜花预定宣传册A minimum of 10 different types of flower arrangements and bouquets are available for sale from the Flower room. 花店至少应该准备十中以上的鲜花供客人选择。An album
14、is set up with photos of the individual pieces and the prices. 制定一个包含图片、价格的名册。PHOTO#1Why do we need different Flower arrangements?我们为什么要安排不同的鲜花供客人选择？2) Availability of the album 宣传册的存放The albums will be distributed to the Concierge, Lobby Shop, Business Center, Hotel Shop and Sales and Marketing此宣传册
15、一般放在酒店的问讯处、大堂商店、商务中心、酒店商店、市场销售等部门。Why do so many Departments need the album?为什么那么多部门需要此宣传册3) When guest orders flowers 客人的鲜花需求The staff concerned raises a Flower Request Form with the following information;员工填写鲜花预定表包括：- Type of flower 鲜花种类- Type of arrangement 摆放要求- Date and time of delivery 送递时间- S
16、end to whom 收花人- Message 留言- Price. 价格Staff concerned raises a Miscellaneous voucher, gives the original copy to the guest and sends the 2nd and 3rd copy together with the Request form to the Flower room.员工将凭证单填好，第一联给客人第二、三联连同鲜花预定单一起送至花店。Why do we need to note type of flower, arrangement, date of de
17、livery, price.?我们为什么要填写这些内容？Why do I need to issue a miscellaneous voucher?为什么要填写凭证单据？4) Preparation 准备The Request form is delivered to the Flower room. The Florist must check the Request form carefully and prepare the flower arrangement requested.鲜花 需求表送至花店后，花店工作人员需仔细检查需求单，按要求作准备。After preparation
18、send flowers to Concierge for delivery. 做好准备后将鲜花送至礼宾部送给客人。Why does the Concierge deliver?为什么要礼宾部递送鲜花？5) Payment 付款A miscellaneous voucher is raised by the Florist.The florist calls the Front Office to post the charges.花店员工依据杂项收费单通知前台挂帐。Cash will be handed to the Front Office and posted accordingly.现
19、金需缴至前台入帐。The voucher original is sent to the guest. 单据的原始联交给客人The 2nd copy is sent to the Front Office and the 3rd copy kept in Flower room for monthly summary.第二联给前台，第三联花店留存用于月底盘点。Why does the Florist call FO?Who gets the original voucher?Who handles cash postings?谁来进行现金的入帐？Summary questions: 问题总结5
20、. Who are Flower albums distributed to?鲜花宣传册分别放在那里？6. Why is it important to have a Flower purchasing possibility in the hotel?鲜花的采购为什么那么重要？7. What is important when a guest orders flowers?当出现客人的订花需求时应注意什么？8. Who will deliver flowers?谁来递送鲜花？9. Who will post the charges?谁负责挂帐收费？Now ask the trainee to
21、 practice the task from start to end to test competency. 现在让被培训者练习全过程并加以指导。STANDARD OPERATING PROCEDURE标准操作程序FLOWER & PLANT SET UP IN THE HOTEL酒店鲜花及绿植的摆放Task Number: 任务号FLO-0003Department: 部门Housekeeping客房部Date Issued: 发出时间January 20052005年1月Guest Expectation: 顾客期望I appreciate it when flowers are ev
22、ident in the hotel. I like to see different arrangements in different areas.我很希望能在酒店的明显位置看见鲜花。我特别喜欢不同的区域看见摆放不同的植物。 Time to Train: 培训时间25 minutes25分Why is this task important for you and our guests?为什么此任务对于你和我们的客人都很重要？Answers: 答案：7. I know what flowers mean to our guests.我知道鲜花对客人来说意味着什么。8. I understa
23、nd that flowers have impact on the comfort and the impression of the hotel to the guest. 我理解鲜花对客人来说代表着酒店的舒适程度及高贵程度。9. I am able to increase the GSTS score.我能通过此任务来增加顾客满意程度调查的分数。WHAT/ STEPS内容步骤HOW/ STANDARDS操作标准TRAINING QUESTIONS培训疑问1) Public Area 公区A large Flower arrangement is placed in the middle
24、of the Lobby.大堂中间应摆放大件的鲜花。How large does it have to be?应该有多大的标准？How frequently is it changed? 鲜花的更换频率是多少？2) Club Lounge 堂吧Flower arrangement needs to be place in the Club Lounge at the entrance. 堂吧入口处应摆放鲜花。Can an appropriate plant arrangement suffice? 能够摆放绿植吗？3) Guest Rooms & Bath Rooms 客房及浴室One Flo
25、wer will be set up in the Bathroom on the Vanity area. 浴室的适当位置应摆放鲜花。Guest Rooms will be set up with a Flower arrangement only for VIP arrival.只有VIP房间需摆放鲜花。A Flower arrangement will be set up in all Suites and the Presidential Suite when occupied.所有的套房及入住后的总统套房也应摆放鲜花。Is this a hotel standard?这是酒店标准吗？
26、Who delivers flowers to VIP rooms prior to their arrival?谁将鲜花提前放到VIP房间？How frequently should floral arrangements be checked?多长时间对绿色植物进行一次检查？4) Public Restroom 公共洗手间One Flower will be in all Public Restrooms Ladies and Gents. 男女洗手间都应摆放鲜花。Who delivers the flowers to public restrooms?谁来摆放公共洗手间的鲜花？4) SP
27、A/Health Club 健身及洗浴中心There will be one Flower in every SPA suite.每间洗浴套房内都应摆放鲜花。What types of flower are generally given to SPA suites? 洗浴套房一般放什么种类的鲜花？5) Restaurants 餐厅A flower arrangement can be set up in all Restaurants.所有餐厅都应摆放鲜花。Depending on the Restaurant, one flower can be arranged on each tabl
28、e.依据餐厅需要每张餐桌也可摆放鲜花。Must all restaurants have floral arrangements?每一个餐厅都需要摆放鲜花吗？Who advises how many single stems arrangements are required?谁来建议鲜花的摆放数量要求？6) Important 重要性Flower arrangements depend on the style of the hotel. 鲜花的摆放依据酒店的风格而定This relates to plant varieties as well.鲜花的种类也是如此。Who ultimatel
29、y decides on the type of floral and plan displays? 谁最后决定鲜花绿植的摆放风格？Summary questions: 问题总结：10. Must all lobbys have a floral arrangement?所有的大堂都应摆放鲜花植物吗？11. Must all Club Lounges need a floral arrangement? If so where is it placed? 所有的堂吧都应摆放鲜花植物吗？在什么位置？12. Who delivers flowers to public restrooms and
30、how often are they refreshed?谁来负责公共洗手间的鲜花摆放及更换频率？13. Do SPA areas need flowers?洗浴中心也需要鲜花吗？14. How do I know how many single stem arrangements are required for F&B tables and Room Service? 我怎么知道餐厅餐桌及送餐部需要鲜花的数量？15. Who ultimately decides on whether flowers/plants or a combination of both are more appr
31、opriate?谁最后决定鲜花的摆放及可行性？Now ask the trainee to practice the task from start to end to test competency.现在让被培训者练习全过程并加以指导。SOP LISTING and ON JOB TRAINING RECORDHOUSEKEEPING: FLOWER ROOMName:姓名Position Title:职位Position Date:入职时间Trainers Name:培训师姓名CODES:T = Has been TRAINED in this Standard (Trainer + Tr
32、ainee both initial and date)按此标准进行了培训（培训者与被培训者同步进行）C = Has been assessed as COMPETENT in this Standard (Trainer + Trainee both initial and date).完整的进行了操作（培训者与被培训者同步进行）E = Department Head ENDORSES competency assessment (Initial and date).部门领导检查培训效果（及时）FLO #HSK - FLOHOUSEKEEPING - FLOWER ROOM客房部：花店TCE0001Flower Quantity, Quality & Purchase鲜花的数量质量及采购0002Flower Order From Guest客人的鲜花需要0003Flower & Plant Set Up In The Hotel酒店鲜花的摆放
