1、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 evident in the hotel. I like to see different arrangements in different areas
2、.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：1. I know what flowers mean to our guests.我知道鲜花对客人来说意味着什么。2. I understand that flowers have impact on the comfort and the impression of the hotel
3、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。3. 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 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 frequen
4、tly 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 Flower will be set up in the Bathroom on the Vanity area. 浴室的适当位置应摆放鲜花。Guest R
5、ooms 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？Who delivers flowers to VIP rooms prior to their arrival?谁将鲜花提前放到VIP房间？How
6、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) SPA/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
7、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 table.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
8、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 ultimately decides on the type of floral and plan displays? 谁最后决定鲜花绿植的摆放风格？Summary q
9、uestions: 问题总结：1. Must all lobbys have a floral arrangement?所有的大堂都应摆放鲜花植物吗？2. 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？3. Who delivers flowers to public restrooms and how often are they refreshed?谁来负责公共洗手间的鲜花摆放及更换频率？4. Do SPA areas need flowers?
10、洗浴中心也需要鲜花吗？5. 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？6. Who ultimately decides on whether flowers/plants or a combination of both are more appropriate?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。Task Flower and Plant Set up in the Hotel Page 4 of 3
