1. Nghiệp vụ Buồng

TIU CHUN KY NNG NGH
DU L|CH VIT NAM

NGHIP VU BUNG
Trnh c bn
Vn phng Ban qun l D n
Li cm n
Ti liu Tiu chun k nng ngh du lch Vit Nam v Ti liu o to phc v Chng
trnh Pht trin o to vin c xy dng trong khun kh trin khai D n Pht trin
ngun nhn lc du lch Vit Nam do EU ti tr. Nhng thng tin qu bu trong cc cun ti
liu ny c c nh s ng gp v kin thc cng nh kinh nghim ca nhiu chuyn gia
quc t v Vit Nam trong lnh vc du lch. Nhn dp xut bn cc cun ti liu ny, Ban Qun
l D n Pht trin ngun nhn lc Du lch Vit Nam xin c by t s bit n chn thnh i
vi nhng c nhn v tp th tham gia vo qu trnh xy dng hon thin cc ti liu ny.
Chng ti xin trn trng cm n Phi on y ban Chu u ti Vit Nam v s h tr
qu bu v k thut v ti chnh xy dng v xut bn cc cun ti liu ny thng qua D
n Pht trin ngun nhn lc Du lch Vit Nam.
Chng ti cng xin c trn trng cm n s ch o st sao v nhng kin ng
gp mang tnh nh hng ca Lnh o Tng cc Du lch Vit Nam, Ban ch o D n trong
sut qu trnh xy dng cc cun ti liu ny.
Chng ti cng xin by t li cm n ti Hi ng cp chng ch nghip v Du lch Vit
Nam (VTCB), trong c i din ca Tng cc Du lch, B Lao ng Thng binh v X hi,
B Gio dc v o to, Hip hi Du lch Vit Nam, cc trng du lch v nhng kin ng
gp nhm hon thin ni dung cc cun ti liu ny.
Chng ti nh gi cao s ng gp ca nhng ngi tham gia vo vic nghin cu,
tng hp v bin son cc cun ti liu ny, bao gm nhng chuyn gia quc t v trong
nc, gio vin v ging vin ti cc trng du lch, lnh o cc doanh nghip du lch, cc
o to vin ca D n cng nh ton th cn b nhn vin Ban qun l D n.
Xin trn trng cm n.
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11
1
3
Mc tiu tng th ca D n nhm nng cp tiu chun v cht lng ngun nhn lc
ngnh du lch Vit Nam, gip Chnh ph v ngnh duy tr cht lng v s lng o
to sau khi d n kt thc, c th hn l nng cao v cng nhn k nng phc v ca
ngi lao ng trnh c bn trong ngnh du lch.
D n Pht trin ngun nhn lc Du lch Vit Nam l kt qu ca Hip nh ti chnh
gia Lin minh Chu u v Chnh ph Vit Nam.
Tiu chun VTOS l mt trong nhng thnh qu chnh ca D n c xy dng cho
13 ngh trnh c bn, gm:
44
X
M
P
G
P
Cc k nng ny da trn nng lc.
Phn vic k nng
Phn vic kin thc
5
cc cng vic trnh c bn v c chia thnh a/ Phn vic k nng v b/ Phn vic kin
thc.
Phn vic k nng m t nhng g m ngi lao ng phi lm, qua gip h thc hin tt
cng vic. Phn vic kin thc cp n kin thc b sung hay l thuyt m ngi lao ng
trnh c bn cn c thc hin cng vic mt cch chnh xc.
Cch trnh by Phn vic kin thc hi khc mt cht, c th ct NI DUNG c trnh by
thay ct bc (thc hin); v m t thay ct cch lm. Trong ct ni dung trnh
by phn l thuyt v ct m t gii thch, minh ha cho phn l thuyt.
1.4 CCH S DNG TIU CHUN VTOS
Tiu chun VTOS c thit k cho o to vin, l nhng ngi tham d Chng trnh
pht trin o to vin v c VTCB cp chng ch.
Tiu chun VTOS l c s gip cc doanh nghip xy dng chng trnh o to trnh c
bn cho nhn vin v xc nh nhu cu o to ph hp vi nhu cu ca doanh nghip. Ngoi
ra, cc c s o to c th s dng Tiu chun VTOS tham kho xy dng chng trnh
o to sinh vin ngh trnh c bn.
i vi cc doanh nghip c cc tiu chun hot ng, Tiu chun VTOS gip cng c v
h tr cho cc tiu chun hin c. Vi nhng doanh nghip cha c tiu chun hot ng, cc
o to vin c th s dng Tiu chun VTOS xy dng cc tiu chun hot ng cho
doanh nghip, qua gp phn nng cao cht lng tiu chun dch v.
Mc d cc doanh nghip c th s dng Tiu chun VTOS theo ni dung hin c, D n
khuyn khch cc o to vin iu chnh Tiu chun VTOS ph hp vi cc tiu chun hot
ng v iu kin c th ca doanh nghip.
Bn cnh ti liu Tiu chun k nng ngh, D n cung cp cc phng

tin h tr o to vin thc hin cng tc o to nhn vin bao gm
a DVD v nh minh ha nhng cng vic chnh.
Ngoi ra o to vin c th s dng cc ti liu tham kho khc.
Mt ngun ti liu tham kho c gi tr cho bn nghip v: Lu tr,
Nh hng, L tn v Ch bin mn n, l ti liu ca D n o to
nghip v khch sn Vit Nam, do Lux Development h tr. Cc
ti liu ny do VTCB xut bn v c sn ti a ch di y.
Cng vi tiu chun k nng ngh l mt h thng ng k v cp chng ch do VTCB qun
l. H thng ny gip cc doanh nghip ng k cho nhng nhn vin hon thnh kho
o to k nng ngh trnh c bn tham d thm nh tay ngh ti cc trung tm thm
nh c cp chng ch quc gia.
Qu v cn thm thng tin v H thng Tiu chun VTOS, c th lin h cc a ch sau:
D n Pht trin Ngun nhn lc

du lch Vit Nam
Vn phng Ban Qun l D n
Khch sn Kim Lin 2,
s 7 o Duy Anh, H Ni, Vit Nam
Tel. (84 4) 577 0663
Fax: (84 4) 577 0665
Website: www.hrdtourism.org.vn
Hi ng Cp chng ch
Nghip v Du lch Vit Nam (VTCB)
Vn phng VTCB
Phng 203, 30 Nguyn Du,
H Ni, Vit Nam
Tel. (84 4) 9446494
Fax: (84 4) 9446495
Email: vtcb@vnn.vn
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TIU CHUN
VTOS
NGHIP VU BUNG
2
2.1 TM TT CNG VIC, CHC DANH V DANH MC CNG VIC
Nhn vin bung trong khch sn hoc c s tng t c nhim v lm sch v phc
v ti cc khu vc cng cng, phng ng v phng tm ca khch.
TM TT CNG VIC
CHC DANH
Thng thng, nhng ngi lm cng vic ny c gi l:
Nhn vin bung
Nhn vin v sinh khu vc cng cng
Chun b lm vic
Sp xp xe y
Dn bung khch tr
Dn phng tm
Dn bung ang c khch
Dn bung trng sch
Cung cp dch v chnh trang bung
X l git l v git kh ca khch
Dn v sinh khng thng xuyn
Loi b vt bn
i ph vi sinh vt gy hi
Dn v sinh khu vc cng cng
S dng in thoi
X l vic chuyn/ i bung
Chm sc khch
Kt thc ca lm vic
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Danh mc cng vic
Tiu chun k nng ngh cho trnh c bn ny bao gm cc cng vic di y:
16
19
21
27
29
33
35
24 1.6. Cc thut ng nghip v bung
39
41
43
47
51
55
45
49
53
61
63
66
68
72
73
75
77
80
83
31 1.9. An ninh v an ton trong cng vic
2.1 K HOCH LIN HON CC CNG VIC V PHN VIC
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
8
Cng vic chnh: 16 (Tng cng)
Phn vic k nng: 45 (Tng cng)
Phn vic kin thc: 23 (Tng cng)
13
14
1.1 Chun b nhn ca lm vic
1.2 V sinh c nhn
3.9. Quy trnh b sung khi dn bung
6.1. Quy trnh dn bung trng sch t 1-10
TRANG TRANG
115
TRANG TRANG
5.10. Q uy trnh b sung khi dn bung
105
107
TRANG TRANG
111
TRANG TRANG
87
90
92
95
98
100
4.1. Cc bc dn v sinh phng tm t 1 - 10
TRANG TRANG
123
121
8.2. Cch x l git l v git kh ca khch
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
9
TRANG TRANG
131
TRANG TRANG
135
TRANG TRANG
127 Dn v sinh khng thng xuyn
TRANG TRANG
139
141
TRANG TRANG
145
147
149
150
TRANG TRANG
X
155
158
TRANG TRANG
163
166
165
169 16.1. Tm quan trng ca vic kt thc ca
lm vic theo ng quy trnh
170
172
TRANG TRANG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC K NNG
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
PHN VIC KIN THC
10
Chun b nhn ca lm vic (Kin thc)
V sinh c nhn (Kin thc)
Cc nguyn tc v sinh (Kin thc)
Cc thut ng v tnh trng bung (Kin thc)
Cch s dng bo co tnh trng bung
Cc thut ng Nghip v Bung (Kin thc)
Cch s dng my nhn tin v b m
Cch s dng cha kho
An ninh v an ton trong cng vic (Kin thc)
S t chc khch sn (Kin thc)
S cu v phn ng vi cc tnh hung khn cp (Kin thc)
Phn vic s 1.1:
Phn vic s 1.2:
Phn vic s 1.3:
Phn vic s 1.4:
Phn vic s 1.5:
Phn vic s 1.6 :
Phn vic s 1.7:
Phn vic s 1.8:
Phn vic s 1.9:
Phn vic s 1.10:
Phn vic s 1.11:
11 Tiu chun k nng nghip v bung
CNG VIC 1. CHUN B LM VIC
Bn phi c mt nhn nhim v theo ni quy ca khch sn, tun th cc quy nh v v sinh, chun b, t chc v bo
co cng vic ca bn mt cch an ton v hiu qu, tun th cc quy nh v an ninh v an ton, hiu r chc nng ca b
phn Bung v tm quan trng ca cng vic ca bn.
Gii thiu:
2.3 nI DUNG CC CNG VIC V PHN VIC
cng vic 1. chun b lm vic
Chun b nhn ca lm vic V sinh c nhn
v trang phc
V sinh c nhn
v trang phc
Cc nguyn tc lm v sinh Cch s dng my nhn tin
v b m
1 2
3 4 5
Tiu chun k nng nghip v bung
1
Gio trnh Nghip v Lu tr - Cch tip cn thc t, VTCB in ln th hai (2004) ISBN 2-919894-99-4.
1. ng gi. m bo rng bn bit
trc lch lm vic ca
mnh.
C th tnh thi gian vo
my chm cng trc khi
thay .
ng gi.
n trc gi lm vic 15
pht c thi gian thay
trc ca lm vic.
c th bt u cng
vic ng gi theo lch
lm vic ca mnh.
Quy trnh 'Tnh gi
vo ca' ca khch
sn.
Tun theo cc quy
trnh ca khch sn.
Tham kho Chng 1
Gio trnh Nghip v
1
Lu tr nm vng
ton b phn kin
thc.
NI DUNG M T Tiu chun L do Kin thc
Cng vic s 1: Chun b lm vic
Phn vic s 1.1: Chun b nhn ca lm vic (Kin thc)
2. Thay ng
phc trc khi
bt u ca lm
vic.
Thay ng phc trong
phng thay qun o c
kha c ch nh hoc
khu vc dnh ring cho
nhn vin nam hoc n.
Treo qun o thng phc
trong t ring hoc khu vc
c ch nh.
cc vt c nhn
trong t ring.
Tt in thoi di ng v
trong t ring.
Tun theo tiu chun
ca khch sn.
ng phc ph hp v
c thit k c bit
thc hin cng vic.
Khng gi in thoi c
nhn khi ang lm vic.
Hiu bit v nhng
quy nh ca khch
sn v ng phc ca
bn.
3. Trong trng
hp au m
hoc khn
cp.
Gi ngay ng nghip hoc
ngi gim st ca bn
hoc bo vn phng v tnh
trng ca bn.
Gi t nht 1 ting trc khi
ca lm vic bt u.
Tt nht l gi trc 24
ting trc khi ca lm vic
bt u.
tm ngi lm thay
cho bn v sp xp li
lch lm vic kp thi
gian, khng nh hng
n cc dch v cho
khch.
Hiu bit v cc quy
trnh ca khch sn
lin quan n Chng
nhn y t v tun theo
cc quy nh.
1. ng phc
cho nam gii.
Qun u, o, lt sch,
giy va chn c tt.
ng phc cn phi:
Sch, l phng, tin nghi.
Giy phi sch v nh xi
bng.
Lun eo bin tn trong ca
lm vic.
Lun mc ng phc trong ca
lm vic.
Bn l i din cho hnh
nh ca khch sn.
ng phc thun tin
thc hin cng vic.
Khch d nhn bit.
vi khch Bn tip xc
hng ngy.
Cc quy trnh v ng
phc m bo ng
phc sch.
Tun th theo cc quy
trnh ca khch sn.
Tham kho Chng 2,
Gio trnh Nghip v
Lu tr.
2. ng phc
cho n gii.
Vy hoc qun u v o.
lt sch.
i giy va chn c tt.
ng phc cn phi:
Sch, l phng, tin nghi
Giy phi sch v nh xi
bng.
Lun eo bin tn trong ca
lm vic.
Lun mc ng phc trong ca
lm vic.
Bn l i din cho hnh
nh ca khch sn.
ng phc thun tin
thc hin cng vic.
Khch d nhn bit.

Bn tip xc vi khch
hng ngy.
Cc quy trnh v ng
phc m bo ng
phc sch.
Tun th theo cc quy
trnh ca khch sn.
Tham kho Chng 2,
Gio trnh Nghip v
Lu tr.
3. Trang phc
chung.
Tm ra
Mng tay
Tm ra trc khi bt u ca
lm vic.
Chi mng tay bng bn chi.
Dng x phng v kh mi.
Mng tay ngn v sch s.
Sn mng tay va phi
khng sm mu (theo quy
nh ca khch sn).
Mi sch v thm trong khi
lm vic.
Ngn nga cht bn
lu li trong mng tay.
Phn vic s 1.2: V si nh c nhn ( Ki n t hc)
Ni dung M t Tiu chun L do Kin thc
Tc Nam gii: Tc/ru.
Tc n gii:
Ngn, c ct ta gn
gng, ru c co hng
ngy.
Ct ta gn gng, cp gn
hoc cho tc vo li.
c gi thng xuyn.
Bn i din cho khch
sn.
Tc di v bn to ra
hnh nh khng sch
cho khch sn.
Vn chung Vt ct, vt thng v
xc.
Nc hoa, trang im v
trang sc.
Bo co ngay nu nghim
trng.
Bng b bng bng gc
khng thm nc.
C hn, va phi v khng
qu cu k.
Ngn chn ly nhim v
chng nhim trng.
Bn tip xc vi khch
hng ngy.
Cc quy nh v v
sinh.
Sc kho Trnh s truyn nhim
bnh sang ngi khc.
Cm thy au m. Bo co cc vn v da,
mi, ng rut v hng
trc khi vo ca lm vic.
Ra tay trc
v sau khi lm
vic
Dng nc nng, x phng
dit khun, ch xt v di
nc sch.
Ra tay ni quy nh.
Chi ton b mng tay.
Lau kh tay bng khn
sch.
Ra sch tay sau khi tip
xc vi cht bn, n ung,
ht thuc v i v sinh.
Ngn chn vi khun v
vi rt ly nhim nh
v ni lm vic.
V sinh v truyn
nhim.
Vi rt v vi khun.
Rng nh rng sau ba tra
hoc ti.
Mi thm mt v khng c
mi hi.
Hiu bit quy nh
ca cng ty v bo
co m.
1. V sinh c
nhn l vic
cn phi lm
trong Nghip
v Bung.
Lun mc ng phc sch
v m bo tay bn
ra sch v/hoc khng
nhim bn. i gng tay nu
cn thit.
Ra tay sau khi n,
ht thuc l v i v sinh.
Mang gng tay (nu bn
dn bn cu hoc chm
vo vi bn).
Ngn nga s lan truyn
ca vi khun t ngi
sang vt hoc ngc
li.
S ly nhim c th xy
n vi c th ca bn.
Tun theo cc quy
nh v hng dn
ca khch sn.
Phn vic s 1.3: Cc nguyn tc v sinh (Kin thc)
2. Dn v sinh l
loi b cht
bn v cho
b mt kh.
Lau t hoc lau m s loi
b vi khun v cht bn.
Dng khn t hoc khn
m.
Dng cht ty ra thch hp.
Lun dng khn hoc cy
lau nh lm sch.
Dng nc sch.
Dng thit b sch.
B mt phi kh sau 5 pht.
Khng dng khn bn ca
khch hoc vi lau
kh hoc lm sch.
Ngn nga s lan truyn
ca vi khun t b mt

hoc khu vc ny sang
khu vckhc.
Cht bn l ngun thc
n cho vi khun, c bit
o
l nhit 37 c.
Vi khun cng cn mi
trng m sinh sn.
Hiu bit v cc loi
cht ty ra khc
nhau, cch pha trn
v s dng chng.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
3. Thit b. Dng khn t hoc khn
m lau chi thit b sau
khi s dng.
Dng bn chi sch.
Sau khi lm v sinh, lun
lau kh thit b bng khn
sch.
B mt phi sch s,
khng c bi bn, cht
bn nhn thy c.
Ngn nga vi khun
sinh si trong qu trnh
bo qun.
Mang li hnh nh tt i
vi khch.
Cch tho d v lp
t thit b.
5. Cc nguyn
tc dn v
sinh.
Dn v sinh l lm sch bi,
cht bn, vt bn, mng
nhn v du m, khng c
mi kh chu.
Dn v sinh lm tng
v p bn ngoi v v l
do v sinh.
Ra. Dng nc v/hoc vi
nc.
Ra trong dng nc sch.
Ra nhng ni c ng
thot nc.
Di cht bn i.
Ch xt. Dng khn mm. Khn phi sch v m. Lm sch b mt.
Lau chi. Dng cy lau nh lau theo
hnh s 8 lm sch sn
nh.
Cy lau nh sch.
Khng bao gi vy khn
lau.
S dng cc cy lau nh
khc nhau cho cc khu vc
khc nhau.
Lm sch hoc lau kh
sn nh.
Qut. Dng chi hoc bn chi
mm lau sn nh c b
mt cng (, gch lt, g)
hoc cc b mt khng th
lau chi c.
Dng cy lau bi.
Chi/bn chi mm phi
sch v kh trc khi dng.
Khi s dng trong khu vc
rng, phi sch v kh.
Thng thng sn nh
thng c qut trc,
sau lau loi b bi
v cht bn.
Cha bi v cht bn.
4. Loi b rc
thi.
Rc thi phi c b vo
trong ti hoc thng nha.
B vo thng thch hp v
y cht ming ti hoc
thng nha.
Rc thi phi c loi b
ngay theo cch thch hp.
Rc t phi c b i
ngay khi gom c.
S dng gng tay nu cn
thit.
Ngn nga mi hi v
ly nhim vi khun.
Hiu bit v cc quy
nh v quy trnh ca
khch sn v rc thi,
c bit lin quan
n vn v mi
trng.
Ht bi. Dng thit b in ht cc
cht bn t thm, g kh
v sn lt gch, g.
Ti ng bi phi c
ht bi v sn sng s
dng.
Tun theo hng dn thch
hp v cch s dng v
lm sch ti cha bi.
L cch hu hiu v
nhanh chng lm sch
bi trn thm, g v
sn lt.
Cc ha cht
ty ra: Nc.
ng trong x.
Thm ha cht ty ra vo
lm sch hiu qu hn.
Nc sch nng hoc lnh
thm ha cht ty ra vo.
lm sch cc b mt
c th lm t c.
Cht kh
trng.
Pha ln vi nc, c
dng vi mc ch kh
trng lm sch. /
S dng ng loi v pha
ng t l vi nc.
Cc cht kh trng cn
c thi gian hot
ng v tiu dit vi
khun.
nh bng. Dng khn v cht lm
bng lau b mt.
Khn phi sch v kh.
B mt phi sng, khng
c vt.
Lm sch v lm bng
g.
Lau bi.
Dng khn mm lau,
phi bi i vi cc b mt
mm hoc t la.
Khn lau phi kh, mm v
sch. Gi sch khn sau
khi dng (gi bn ngoi -
khng phi trong khu vc
dn v sinh).
c dng cho cc b
mt khng c lau t
vi cht ty ra nh
chp n, gh, v v
Bung trng = V
Bung trng sch = VC
Bung trng bn = VD
1. Cc t vit tt
v tnh trng
bung
Thng bo cho nhn vin
bit v tnh trng hin thi
ca cc bung khch.
Phi c s dng ti tt c
cc phng ban v lit k r
rng.
Cc thut ng vit tt gia
b phn L tn v b phn
Bung phi ging nhau.
m bo rng cc nhn
vin ca b phn L tn
v Bung hiu r v
dng cc thut ng vit
tt ging nhau.
Ting Anh c bn.
Tham kho Ph lc 1
Gii thch thut ng
Gio trnh Nghip v
Lu tr.
Phn vic s 1.4: Cc thut ng v tnh trng bung (Kin thc)
Tnh trng
bung:
2. C khch
hoc khch
thm
Bung c khch trong 1
m tip theo.
Cc t vit tt:
qu hn ng k = SO
C khch = O hoc OC
Theo quy nh ca
khch sn.
3. Tr bung. Khch s tr bung trong
ngy.
5. Bung hng. Bung khng cho thu
c.
C th do bo dng,
sa cha hoc lm sch
c bit.
4. Bung trng. Hin ti bung khng c
khch (c th sch hoc
bn).
Tr bung = CO
Bung hng = OOO
6. Bung khng
dng c.
Bung khng c cho thu
trong mt thi gian nht
nh (v hng hc nh)
Bung khng dng c =
OOS
Theo quy nh ca
khch sn.
7. S dng ni
b.
Bung do nhn vin khch
sn s dng.
S dng ni b = HU
9. Khch sp
n.
Chun b bung trng cho
khch lm th tc nhn
bung.
Khch d kin n = AE
VIP = c ngi khch rt
quan trng ang lu tr ti
bung .
Cc t vit tt khc:
10. Cc yu cu
b sung.
Cc hng dn v dn v
sinh khng thng xuyn
hoc c bit ch n
bung khch VIP.
Cc t vit tt khc: Ging ph = EB
Ging bnh xe = RO
Ni tr em = BC
Ngi b sung = EP
Khch khuyt tt = PCG
Khch trong ngy = DU
Khng lm phin khch
= DND
Bung kha kp = DL
Cn c s quan tm
nhiu hn m bo
rng bung khch thc
s hon ho.
11. Nhng sai
lch trong
bo co
tnh trng
bung.
Khi hai tnh trng bung
khng ph hp nhau, v d:
Bung trng v c khch
Bung khch tr v c
khch.
Bung trng sch v bung
trng bn.
Khng ng m v bung
trng.
Bung c khch v bung
trng.
Tnh trng bung phi ph
hp nhau cui ca.
Bo co nhng sai lch
cho vn phng b phn
Bung.
S sai lch gia bung
trng v bung c khch
l vic nghim trng cn
phi bo co ngay. Nu
bung qu hn ng
k v bung trng khch
th c th khch b i
(khch ri khch sn m
khng thanh ton ha
n).
8. Khng ng
m/
Khch ng
ngoi.
Bung c khch nhng
khch khng ng trong
bung vo m hm trc .
Khng ng m = SLO
1. Nhn bng
phn b
bung cho
khu vc ca
bn.
Ti vn phng b phn
Bung trc khi i v khu
lm vic ca mnh.
c v hiu r cc thng tin
v hng dn trong ngy.
(Bung VIP, ging ph, tr
bung mun, cng vic dn
v sinh khng thng
xuyn).
m bo rng bng tnh
trng bung c in
bng tay hoc c in bng
my tnh.
Kim tra ngy, tn, tng
hoc khu vc, s lng
bung.
m bo rng bn c
bng tnh trng bung
ng. y l danh mc
vic lm ca bn.
bit rng bung no
trong khu vc ca bn
phi c kim tra v
dn v sinh trc.
Bit r nhng t vit
tt ca khch sn v
h thng my tnh.
Phn vic s 1.5: Cch s dng bo co tnh trng bung
2. Kim tra v
dn v sinh
cc bung
trng trc.
G ca trc, m ca v
bc vo bung.
m bo rng bn kim
tra k tnh trng bung
(bung trng sch hay
bung trng bn).
Kim tra v dn cc bung
trng trc (nu thch hp)
trong danh mc cng vic
ca bn.
Nhng s khc bit phi
c bo co ngay n
ngi gim st.
Khng lm phin bung
c khch qu sm.
Bung trng sch phi
c sn sng cho
khch n sm.
Bo co tnh trng
bung (theo quy
nh ca khch sn).
Thut ng tnh trng
bung.
Kim tra v
dn v sinh
cc bung
khch mi tr.
Tun theo cc quy trnh ca
khch sn
Kim tra v
dn v sinh
cc bung
ang c
khch.
Xem trn.
Kim tra k tnh trng
bung.
Khng dn bung nu
khch vn ang trong
hoc khi khch yu cu
khng dn bung.
Tun theo bin bo Xin
ng lm phin.
Can thip vo s ring
t ca khch.
V s an ton ca bn v
trnh s phn nn ca
khch.
bung c sn
sng cho khch n
sm.
Bc Cch lm Tiu chun L do Kin thc
3. Bo co nhng
sai lch v tnh
trng bung.
Khi kim tra bung, c hai
ln kim tra:
Mt ln kim tra thc t vo
bui sng sau khi dn
bung xong.
Th hai, so snh vic kim
tra thc t vi bng tnh
trng bung.
in vo bng tnh trng
bung bng bt ch.
So snh tnh trng bung
khi kim tra thc t vi
bo co tnh trng bung.
Mi s sai lch phi c
bo co ngay n ngi
/ gim st vn phng b
phn Bung.
V d, trong danh sch l
bung qu hn ng k,
nhng khi kim tra bui
sng li l bung trng
khch.
iu tra v c hnh
ng thch hp i vi
khch b i hoc trnh
nhm ln vi khch
chuyn bung.
Bit v tun th cc
t hut ng t rong
khch sn.
Cc thut ng tnh
Trng bung.
4. in vo bn
bo co tnh
trng bung.
in vo tnh trng bung
hin ti theo ng ct (kim
tra thc t bui sng v
kim tra ln th hai sau khi
dn bung).
in vo bng bng bt ch.

Tnh trng ca tt c cc
bung trong khu vc ca
bn phi c in vo
bng tnh trng bung cng
vi thi gian hon thnh
xong bung .
Kim tra hai ln chc
chn. Ghi r cc thng tin
b sung hoc sai lch v s
khch lu tr trong bung.
So snh tnh trng
bung ca mnh vi tnh
trng bung ca b
phn L tn, xc nh
cc sai lch v khc
phc chng.
Tiu chun L do Kin thc Bc Cch lm
5. Bn giao tnh
trng bung.
Vo cui ca lm vic,
chuyn bo co tnh trng
bung n ngi c trch
nhi m trong b phn
Bung, c ch k ca bn
v ca ngi gim st.
Ch k i km ngy, gi
kim tra thc t v y
h tn.
m bo rng bn in
vo bn tnh trng bung
ca tt c cc bung trong
khu vc ca mnh (tnh
trng ca bung c vit
tt) v s khch lu tr
trong bung.
Bo co nu c bt k sai
lch no.
Ghi r cc thng tin b
sung.
Bn bo co tnh trng
bung ca bn c s
dng thc hin vic
kim tra ln cui tnh
trng bung trong khch
sn. Vic kim tra thc
t thng c ngha
sng cn i vi b
phn L tn. B qua mt
bung khch khch b
i s lm mt i li
nhun cho khch sn.
Cc thut ng
quan trng nht
c dng trong
Nghip v
Bung.
Hc v bit cch s dng
chng ti ni lm vic v
thng qua c cc bo co.
m bo rng tt c
nhn vin u hiu r
cc thut ng v s
dng cc thut ng ph
bin nht trong nghip
v Bung.
Lm cho cng vic ca
bn d dng hn.
Ting Anh c bn
Tham kho Ph lc 1
Gii thch thut ng
Gio trnh Nghip v
Lu tr.
Phn vic s 1.6: Cc thut ng Nghip v Bung (Kin thc)
1. Danh sch
khch
n.
Danh mc hng ngy cho
bit cc bung c
phn b cho nhng khch
d kin n.
Tn khch, ngy n, loi
bung, s bung v s
lng khch lu tr trong
bung .
C th khc nhau trong
tng khch sn.
2. Gi nhn
bung
v gi tr
bung.
Thi gian d kin n hoc
thi gian sm nht m
khch c th nhn bung.
Gi tr bung l thi gian
mun nht khch phi ri
khi bung.
Theo tiu chun, gi tr
bung l 12:00 gi tra, gi
nhn bung l 15:00 gi.
Gi ny c th khc nhau.
c thi gian dn
bung cho khch mi
n.
Theo quy nh ca
khch sn.
3. Tr bung
mun.
L yu cu c bit, khch
c ri khi bung mun
hn thi gian tr bung
quy nh.
c b phn L tn xc
nhn.
Khng c t chp nhn
cho khch tr bung mun.
B phn L tn bit
c tnh trng bung
hng ngy v tm quan
trng ca khch.
Xem cc mc di y.
5. Kim tra s
sai lch.
Kim tra cc bung, xem
xt v so snh vi tnh trng
trn my tnh.
Cn phi thc hin t nht
mt ln trong ngy/ca lm
vic. So snh tnh trng thc
t vi tnh trng trn my
tnh.
Xc nh cc sai lch
trc gi ngh ca b
phn Bung trong ngy.
6. Khng lm
phin.
Bin bo c treo bn
ngoi ca bung ti v tr tay
nm kha ca, ghi Xin
khng lm phin.
Khng g ca hoc vo
trong bung.
Bo co cho ngi gim
st nu bin bo vn treo
vo cui ca (17:00 gi).
C th khch ang ng
hoc khch khng
mun nhn vin bung
lm phin.
Tun theo cc quy
nh ca khch sn.
7. Kho kp
(kho hai ln).
Ca c kha bng cha
kha vn nng hoc khch
kha bn trong.
Khch hoc nhn vin
bung khng th m c
bng cha kha bung hoc
cha kha tng t bn ngoi.
Cc nguyn nhn c
bit t b phn L tn
hoc An ninh (V d:
khch phi tr tin thu
bung hoc lm
hng bung).
V s ring t ca khch.
4. Danh mc
kim tra.
Mt danh mc cc cng
vic cn c kim tra bi
nhn vin Bung trc khi
ngi Gi m st hoc
Trng b phn Bung
kim tra ln cui.
Tun theo nguyn tc kim
tra tng vic mt trong
danh mc theo th t.
Bo co cc sai lch.
c s dng khng
qun hoc b st bt k
cng vic hoc khu vc
no.
Tun theo cc quy
nh ca khch sn.
8. Cha kho
vn nng.
(Grand
master key).
Cha kha ny c th m
c tt c cc ca bung
trong khch sn, c ca
kha kp.
Ch c Tng Gim c hoc
Trng b phn Bung c
cha kha ny.
Dnh cho cc hng
dn c bit hoc trong
trng hp ha hon.
Tun th theo cc
quy nh ca khch
sn.
Ty thuc vo quy
nh ca khch sn.
9. Cha kho
tng.
(Master key).
M c mi bung khch
nhng khng m c ca
kha kp.
Dng cho nhn vin dn
bung v ngi gim st.
Thun tin cho vic dn
bung.
10. Khu vc /
tng.
Mt nhm cc bung hay
khu vc c giao cho mt
ngi dn v sinh.
C th khc nhau trong tng
khch sn, thng thng l
10 - 24 bung cho 1 ca.
Ty thuc vo khi
lng cng vic v loi
hnh khch sn.
An ton v an ninh.
11. Bo tr v
danh sch
bo tr.
Lm vic ny m bo
bung ca khch sn c
an ton v trng p mt.
m bo rng cc thit b
hot ng tt theo tiu
chun ca khch sn.
Phi c kim tra v
bo co hng ngy cho b
phn Bung.
Theo k hoch b phn
Bung.
Trnh s phn nn ca
khch v bo m cc
bung trong tnh trng
hot ng tt.
12. Dn v sinh
c bit hoc
khng
thng
xuyn.
Vic dn v sinh c
thc hin theo mt lch
trnh khc, khng ging
nh quy trnh hng ngy.
Lch dn thng thng l 3
thng v c ghi li.
Cc vt khng th v
khng nn lm sch hng
ngy.
Cc vt nh rm ca,
m, git thm ch cn
lm sch vi ln trong
nm.
Phn vic s 1.7: Cch s dng my nhn tin v b m
1. Nhn my
nhn tin v b
m.
Ti vn phng b phn
Bung trong khch sn.
Tun th theo cc quy nh
ca khch sn.
My nhn tin /b m l
mt cng c lin lc.
Gi chng mt cch an
ton bn mnh.
My nhn tin s ku khi
bn c gi.
My b m cho php
m thoi hai chiu.
Cch hot ng ca
my nhn tin /b
m.
Cch tt v m.
Cc quy trnh ca
khch sn.
2. K tn khi
nhn my
nhn tin/b
m.
K tn vo mu nhn my
nhn tin/b m cng vi
tn, ngy gi v s my
nhn.
Kim tra xem my nhn
tin/b m c lm vic tt
khng (n, m v mn
hnh). m bo rng bn
c giao v k nhn ng
s my nhn tin.
Khng c a my nhn
tin cho ngi khc (khch
hoc nhn vin khc).
Bn phi chu trch
nhim v my nhn tin.
Vn phng b phn
Bung c th lin lc
khn cp vi bn trong
khi lm vic.
Cc quy trnh v an
ninh c lin quan
mt thit n ti sn
ca khch sn.
3. Tin nhn n. Mt ting chung hoc i
khi cng vi n nhp nhy.
Cm my ln tay v c m
s.
c m s v gi v vn
phng c cc hng
dn c th (trong vng 5
pht).
Tun theo cc quy trnh
ca khch sn.
Vn phng b phn
Bung mun bn lin
lc vi h ngay.
Hiu r cc m s
khc nhau v ngha
ca chng.
Bit s my l ca
vn phng b phn
Bung.
Tiu chun L do Kin thc
Bc Cch lm
5. Bn giao my
nhn tin/b
m.
Vo cui ca lm vic, k vo
ct bn cnh ct k nhn
my. Tn, thi gian, s my
nhn tin/ b m v ch k
ngi tr.
m bo rng bn k
vo ct tr my. Kim tra
li tn v s my nhn
tin/b m. m bo rng
bn a my cho ngi
gim st.
Tun theo quy nh ca
khch sn.
Sau khi bn giao my
nhn tin/b m, bn
khng cn trch nhim
i vi my nhn tin/b
m na. My phi
c np li pin.
4. Bo co v
my nhn tin/
b m b mt
hay tht lc.
Gi hoc bo co ngay n
ngi gim st.
Nh li ln cui cng bn
dng my nhn tin/b m
l khi no, bung no.
B phn An ninh c th
iu tra v bn c th
nhn li my nhn tin/b
m ngay.
Theo quy nh ca
khch sn.
1. Nhn cha
kha tng
hoc th cha
kha.
Ti vn phng b phn
Bung trong khch sn.
khch sn.
Cha kha ny c gi l
cha kha tng, cha kha
khu vc hoc th cha kha
(cha kha in t).
Kim tra xem cha kha c
b st m hay b hng.
m cc bung m
bn phi dn bng mt
chic cha kha trong ca
lm vic.
Cha kha khng hot
ng tt hoc b kt li
trong kha.
Phn vic s 1.8: Cch s dng cha kho
2. K nhn cha
kha hoc th
cha kha.
K vo phiu nhn cha
kha vi tn, gi nhn, ch
k v m cha kha hoc
khu vc.
m bo rng bn k
nhn ng m cha kha.
Kim tra ngy v khu vc.
Lun gi cha kha bn
mnh. Khng a cha kha
cho ngi khc (khch
hoc nhn vin khc).
Bn chu trch nhim v
cha kha t khi k nhn
n khi k tr.
V l do an ninh. Ngi
khc c th s dng cha
kha sai mc ch.
3. eo cha kha
vo ng
phc.
Dng dy eo cha kha
thch hp.
Dy eo di m c
ca cc bung
Dy eo chc chn, an
ton.
Chng mt hoc tht lc
cha kha.
4. Bo co v
cha kha b
mt hay tht
lc.
Gi hoc bo co ngay vi
ngi gim st.
Hy nh li ln cui bn
dng cha kha l khi no
v bung no.
Nhn vin an ninh c th
tm kim v bn c th
nhn li cha kha ngay.
Quy nh ca
Khch sn.
Quy nh v s dng
cha kha.
Tham kho Chng 10
Gio trnh Nghip v
Lu tr.
Cc quy nh v an ninh
v an ton ca khch
sn.
Bc Cch lm
5. Bn giao cha
kha khu vc.
Vo cui ca lm vic, k tn
vo ct bn cnh ct k
nhn.
Ghi r tn, thi gian, m
cha kha v ch k ngi
tr.
m bo rng bn k
tn vo ct k tr. Kim
tra li thi gian v m cha
kha.
Hy m bo rng bn
trao cha kha cho ngi
gim st.
Tun theo cc quy nh
ca khch sn.
Sau khi tr cha kha,
bn khng phi chu
trch nhim v cha
kha na. Cha kha s
khng b mt.
1. Quy nh ca
khch sn
trong cc
trng hp
khn cp: ha
hon, s tn
hoc c s e
da.
c v nh r cc quy trnh
v tnh hung khn cp.
c v rn luyn thng
xuyn.
Bo co ngay v mi hin
tng ng ng (la, khi,
v.v..).
Bit c li thot him
trong trng hp ha hon
hoc khn cp.
m bo rng bn hiu v
lun tun theo cc quy
trnh.
Nhn bit m thanh ca
chung bo ng.
cu sinh mng ca
mnh v khch.
Tham kho Chng
10, Gio trnh Nghip
v Lu tr.
Ting Anh c bn.
S thot him trong
trng hp khn cp.
Phn vic s 1.9: An ninh v an ton trong cng vic (Kin thc)
2. Bo co v
cc vt
bt thng.
Cc vt nh: thuc
phin, vt mu trn thm
hoc ni tht, la chy,
v kh hoc nhng ngi c
hnh vi ng nghi ng.
Bo co ngay (trong vng 3
pht) cho gim st vin v
kha ngay ca bung li.
Ghi li thi gian v din
bin.
Ch gim st vin n v
x l.
Lun tun theo cc quy
trnh ca khch sn.
Bo co nhng hin
tng bt thng
trnh thit hi cho mi
ngi hoc ti sn ca
khch sn.
Quy trnh an ninh c bn
ca khch sn.
3. Khng m ca
bung cho bt
k ngi no.
Khng m ca bung khch
sn cho bt k ai khi bn
lm vic hnh lang:
khch, ng nghip hoc
nhn vin khch sn.
Thng bo cho b phn An
ninh nu iu ny xy ra.
Bo co cho gim st vin
bit.
Ngn cn nhng ngi
khch khng c php
vo bung.
Bung c khch phi
c an ton v ch
nhng khch ng k
vo bung mi c
php vo bung.
Tham kho Chng 10
Gio trnh Nghip v
Lu tr.
Khng ng
bung khch.
Lun ng ca bung khi
bn ra khi bung .
ng ca v kim tra xem
bn kha k cha.
Khng c kha tri
ca khi bn trong
bung.
Khi lm vic
trong bung.
Ca bung phi lun m v
chn xe y ngay li ra vo.
Ngi khc c th thy bn
v bn c th lm vic thoi
mi.
Khng khch nh
hng n bn.
Ngn chn mt cp
hoc nhng ngi
khch khng mong
mun.
Theo quy nh ca
khch sn.
Kha tt c
cc bung
trong khu ca
bn, tr
bung ang
c dn.
Ch m ca bung bn ang
dn. Bn phi va dn
bung va coi gi bung .
Khng c 2 bung tr
ln cng m ca khi bn
ang dn mt bung.
Khng c n, ht thuc,
ng, th gin trong bung.
Khng c dng c
ca khch
Khng s dng in thoi
cho mc ch c nhn.
V l do an ninh v an
ton.
Khng ha
hn vi khch
nu yu cu
nm ngoi
kh nng gii
quyt.
Lun kim tra trc. Kim tra v bo co cho
ngi gim st b phn
Bung ngay.
Theo quy nh ca
khch sn.
4. gt tn. Lun kim tra xem gt tn
c mu thuc l hoc vt
ang chy khng.
Khng cc u mu
thuc l ang chy vo
thng rc hoc ti. Trc
tin phi dp tt mu thuc
l bng nc.
Kim tra xem tt ht
cha.
Ngn nga ha hon
hoc khi bi.
Mu thuc l ang chy
tip xc vi giy hoc
nha c th gy ha
hon.
Theo quy nh ca
khch sn.
Khng lm mt lng
khch.
1. S t chc
ca khch
sn.
M t v phn bit cc b
phn ca mt khch sn.
Bung l mt phn ca Khi
lu tr.
B phn Bung thng l
khu vc rng ln nht
nhiu khch sn.
Chc nng chnh ca b
phn Bung l dn v sinh
v chun b cc bung, cc
khu vc cng cng v git l
qun o cho khch ca
khch sn.
Bit c ai l trng b
phn v cc gim st vin.
Nghin cu v s t
chc.
Khi lu tr chu trch
nhim v b phn L tn v
b phn Bung.
Nu bn c cu hi hay
vn g, bn c th hi
ng ngi.
Ting Anh c bn.
S ca khch sn,
c cu t chc ca
khch sn v b phn
Bung.
Tham kho Chng 1
Gio trnh Nghip v
Lu tr.
Phn vic s 1.10: S t chc khch sn (Kin thc)
2. Trch nhim
ca b phn
Bung.
Git l v git kh cc
vi ca khch sn v
ca khch.
Kho cha vi.
Dn v sinh v phc v
cc bung trong khch
sn.
Dn v sinh cc khu vc
cng cng ca khch sn;
Duy tr cc tiu chun vn
hnh ca khch sn.
Bo tr cc bung, cc
thit b trong bung ca
khch sn.
V sinh c bit.
o to v khuyn khch
nhn vin lm vic.
Tun theo cc quy trnh v
tiu chun ca khch sn.
90% khch nh gi v
sinh l l do quan trng
nht h quay tr li
khch sn.
Cc quy nh c bn
v an ton v sinh ca
khch sn.
3. Quan h mt
thit gia b
phn Bung
vi cc b
phn khc.
Lin lc hng ngy vi cc
b phn L tn, Git l, An
ninh v Bo dng.
Gim c hoc trng
b phn Bung l nhn vt
trung tm cho mi giao tip
trong b phn Bung.
Tt c cc bung hin c v
khu vc cng cng phi c
dn sch s, v c kim
tra hng ngy.
Cc bung khch phi
c duy tr trong tnh
trng tt dnh cho nhng
khch tr tin.
Khu vc cng cng phi
lun sch s v p i
vi khch.
Cc cuc gi i v n, lu
s, hng dn, theo di kim
tra hot ng v bo co cc
cng vic.
Cc tiu chun v hnh
nh ca khch sn.
Trung tm giao tip.
4. B phn
Bung.
Trng b phn Bung.
Tr l Trng b phn
Bung.
Gim st vin tng.
Nhn vin bung.
Nhn vin kho vi.
Gim st vin khu vc cng
cng.
Nhn vin khu vc cng
cng.
Nhn vin git l v git
kh.
ng u b phn Bung.
Tr gip cho Trng b
phn Bung.
Gim st mt s tng v
cc nhn vin bung.
C trch nhim dn bung.
C trch nhim v vi.
Gim st cc khu vc cng
cng.
Dn v sinh khu vc cng
cng v xung quanh khch
sn.
C trch nhim v cc
cng vic git l.
Khch sn sch s.
Chun b vi cho cc
b phn.
Quy trnh dn v
sinh.
1. S cu. X l s cu c bn,
v d: vt thng, cc vt
cn trng cn v t.
Hng tun kim tra cc
dng c trong hp s cu.
Nhn bit cc thng tn

nh: trt, ng v bng.
Nhn bit cc bnh khn
cp nh au tim, t qu, b
sc v mt nhiu mu.
S cu n gin.
Bit c ni tm hp s
cu v cc dng c.
X l trc tip.
Gi vn phng b phn
Bung v bo co ngn
gn: s tng, s bung, tn
khch v m t ngn gn
v tnh trng.
Gi bc s v xe cu thng
theo quy nh ca khch
sn.
Thng bo cho b phn An
ninh v gim st vin b
phn Bung.
li vi khch. Ch x l
hoc chm sc khch nu
bn hc qua kha s
cu v c chng nhn tt
nghip.
Bit s in thoi khn
cp v thc hin theo quy
nh ca khch sn.
tr gip khch, ng
nghip v chnh mnh.
mt n khch v
gip h.
C kh nng bo co
mi chi tit.
S cu cho cc nhn
vin khch sn.
Phn vic s 1.11: S cu v phn ng vi cc tnh hung khn cp (Kin thc)
2. Ha hon. Bo co ngay v rung
chung bo ng trc khi
x l m chy.
Cch x l v dp tt m
chy nh (trong bung
khch, hnh lang v bung
phc v).
Hiu bit v s khc bit
gia m chy do in v
do thuc l gy ra. Nu
khng chc, khng hnh
ng mt mnh.
ng ca bung li.
Thc hnh bo ng ha
hon.
Thc hnh t nht hai ln
trong nm.
Bit r thit b cu ha ca
khch sn.
X l nhanh v hiu qu.
Ngn chn cc h hi.
Ngn nga bn thn v
khch b thng hoc
bng.
Ngn nga m chy to
hn.
Hiu bit c bn v
ha hon v cch
ngn chn.
Bit c s ca
thot him ca
khch sn.
Theo quy trnh ca
khch sn.
Bit r v tr ca cc bnh
cu ha v li thot him.
Bit cch rung chung
cu ha (s v tay rung
chung).
Bo co v tnh trng v
n v tr (tng, s bung, t
n ca bn, m t ngn g
v tnh hung).
Khng s dng nc
dp m chy in. Ngt
ngun in hoc thit b
trong bung, my iu
ha nhit .
Dng chn t dp cc
m chy nh.
Lun tun theo cc quy
trnh ca khch sn.
Phn vic s 2.1:
Phn vic s 2.2:
Phn vic s 2.3:
Phn vic s 2.4:
Phn vic s 2.5:
Phn vic s 2.6:
Phn vic s 2.7:
Phn vic s 2.8:
Phn vic s 2.9:
CNG VIC 2. Sp xp xe y
Lp k hoch trc, nhn v xp xe y gn gng, tit kim thi gian ca bn.
Gii thiu:
Nhn vi v khn tm
Cc loi v khn tm (Kin thc)
Loi bung v ging (Kin thc)
Nhn cc vt dng cung cp cho bung
Cc vt dng trong bung (Kin thc)
S dng xe y
Hiu bit v cc thit b (Kin thc)
Nhn cc cng c v ho cht ty ra
Hiu bit v cc loi ho cht ty ra (Kin thc)
Nhn vi v khn tm
S dng xe y
Cc loi vi v khn tm
Hiu bit v cc thit b
cc vt dng cung cp cho
bung khch
Hiu bit v cc loi
ho cht ty ra
cng vic 2. sp xp xe y
1 2 3
4 5 6
1. Nhn bo co
tnh trng
bung t
ngi gim
st v tnh
ton yu cu
hng ngy v
khn tri
ging v
khn tm.
Vit s lng khn tm v
khn tri ging cn dng
vo phiu yu cu vi
theo loi ga tri ging
trong khu vc bn qun l.
Tnh ton s lng b sung
v khn tm v vi.
vi hng ngy nh ga
tri ging v v gi.
Khn tm dng trong phng
tm.
Hu ht cc khch sn 4 v
5 sao thay vi sch hng
ngy.
Khn tm phi c b
sung hng ngy.
Tun theo danh sch kim
tra v cc tiu chun trong
khch sn.
Trong khi dn bung, mang
thm vi trong trng
hp khn tm hoc vi
b rch hoc bn.
Trnh mt nhiu thi
gian i ti vn phng
hoc nh kho b
sung thm vo xe y.
Loi vi ph hp phi
sn c chun b tri
ging.
Hiu bit v phng
ng v cc loi ga tri
ging.
Hiu bit v bo co
tnh trng bung v
cc t vit tt.
Hiu bit v vi v
khn tm.
Danh mc cn kim
tra ca khch sn.
Theo quy nh ca
khch sn.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
Cng vic s 2: Sp xp xe y
Phn vic s 2.1: Nhn vi v khn tm
2. Nhn vi
v khn tm.
Nhn khn tm v vi
hng ngy t kho vi
hoc kho phc v.
Kim tra chng loi v s
lng cn thit.
Tt c vi phi c
kim tra cc vt bn.
vi hoc khn tm
khng c b rch hoc
mu.
vi v khn tm phi
c gp gn gng.
Ga tri ging phi c l
phng v khng b nhn.
Lun cm vi v khn
tm bng tay sch v kh.
V b ngoi ca vi
v khn tm rt quan
trng vi khch.
Phn nh hnh nh v
trnh chuyn mn.
Ngn nga b rch
hoc h hng.
Hiu bit v dng
trong bung khch
sn.
Tham kho Chng 4
Gio trnh Nghip v
Lu tr.
Bc Cch lm
40 Tiu chun k nng Nghip v bung
3. Sp xp
vi v khn
tm trn xe
y.
Sp xp vi v khn tm
vo gia xe y, khng
c xp qu nng.
vi v khn tm cn
c gi gn gng, ngn
np v c bao ph.
Np gp ga tri ging v
khn tm phi hng ra
ngoi. Khng vt ga tri
ging ln gi .
Tun th cc quy trnh ca
khch sn.
Trnh b m t, bn v
h hi.
Phn nh hnh nh v
tiu chun ca khch
sn.
Tit kim thi gian v d
dng ly ra.
4. Kim tra
vi v khn
tm.
Tun theo danh mc kim
tra, loi ging v cc tiu
chun trong khch sn ca
bn.
Kim tra ton b trc khi
bt u ca lm vic ca
bn.
Khi lng v cht lng
phi cho mt ca lm
vic, theo s bung v
cng vic v sinh pht sinh.
Trnh vic b sung
trong ca lm vic.
Tit kim thi gian v
gim thiu s bt tin
cho khch.
1. Khch sn
cung cp
vi v khn
tm cho
phng ng.
vi c dng cho
ging ng.
Khn tm c dng trong
phng tm.
Ti thiu l 2 ga tri ging
v 2 v gi cho mt ging
ng.
Ti thiu l 2 khn tm
trong phng tm.
Hu ht cc khch sn 4 v
5 sao phc v v thay
vi sch trong phng hng
ngy.
Khn tm phi c b
sung hng ngy.
l mt phn ca dch
v.
V l do v sinh.
Ging ng l phn
quan trng nht trong
bung khch sn.
Tham kho Chng 4
Gio trnh Nghip v
Lu tr.
Theo yu cu ca
khch v quy nh
ca khch sn.
Phn vic s 2.2: Cc loi vi v khn tm (Kin thc)
2. B tr hai
khch lu tr
trong mt
bung.
Hu ht cc khch sn u
c hai ging ng n hoc
mt ging ng i cho 1
hoc 2 khch (theo quy nh
ca khch sn).
L tiu chun cho cc
bung ca khch sn
khng ph thuc vo gi
thu bung hoc s sao.
Khch sn vi nhng
bung n b tr cho
mt khch.
Ngn nga nhn vin
nhm ln.
S khc bit v gi c
gia bung mt hoc hai
khch l khng nhiu.
3. vi hng
ngy gm c:
Ga tri ging:
Ging ln (280 - 280 cm);
Ging i (240 - 280 cm);
Ging n (100 - 220cm);
V chn phi va vi kch
c chn;
V gi (50 x 70 cm).
Phi lun sch, khng vt
bn, vt nh, tut ch hoc
c l thng trn ga tri
ging.
V l do v sinh. Theo quy nh ca

khch sn.
Tun theo quy trnh ca
khch sn.
Quy nh khc nhau
gia cc khch sn.
Cc vi
khc trong
phng ng
Chn hoc chn lng, tm
ph ging hoc thm chi
chn.
c lm bng vi bng
hoc vi tng hp. Phi
c git hng ngy. Ga
tri ging thng mu
trng hoc mu vi.
Git kh thng xuyn.
Cn phi ph kn c
ging ng.
Khch c th kim tra
xem ga tri ging c
sch v kh khng.
Theo kiu dng chung
ca khch sn.
Thng c lm bng
loi si c bit ko
di tui th v chu la.
4. vi trong
phng tm
bao gm:
Cc vi
khc trong
phng tm:
Khn tm (c to nht).
Khn lau tay (c va).
Khn ra mt (c nh nht).
Dp/ Thm chi chn (dy
v thoi mi).
o chong.
Khn tm mu trng, to v
thoi mi (qun vng
quanh ngi ). Thng
thng 100% l ct-tng.
c dng sau khi tm.
Dng lau kh tay v
mt.
Dng ra mt hoc lau
ngi.
trn sn nh chng
trt chn.
qun quanh ngi nh
o chong ngoi bng vi
bng.
V l do v sinh
Mu trng d git hn
trong nhit cao.
Gip thoi mi v ngn
nga trt ng.
Tin li cho khch.
1. C cc loi
bung v loi
ging khc
nhau trong
khch sn.
Bung cho thu.
Mi bung c mt loi
ging.
Nhn vin l tn v nhn
vin t bung phi bit
loi ging.
c lit k trong h thng
my tnh trc khi xp
bung.
Loi ging trong phng
cng phi ging nh
c lit k trong h thng
my tnh.
p ng nhu cu
ca khch hng trong
chuyn du lch.
ngn nga nhng li
phn nn v vic thay
i bung.
H thng my tnh
qun l khch sn
(PMS).
Phn vic s 2.3: Loi bung v ging (Kin thc)
2. Loi bung. Hu ht cc bung c th
lu tr cho hai khch, tr khi
c ch nh dnh cho mt
khch.
Mt bung thng dng cho
mt hoc hai ngi.
Cn phi bit cc loi bung
v s lng bung ca mi
loi trong khch sn ca
bn.
thng bo v sp
xp cc bung cho
khch. sp xp xe
y mt cch hp l.
3. Cc loi bung
n
i
Ba
Nhng loi bung ph bin
nht l:
Bung cho mt ngi;
Bung cho hai ngi;
Bung cho ba ngi;

Thng c mt ging n
hoc ging i.
C th c mt hoc hai
ging.
C th c hai hoc ba
ging
S la chn ca khch.
4. Cc loi
ging ng:
Ging c ln
(Ging vua)
Ging c va
(ging n
hong)
Ging n
Ging gp
Ging gh
Cc loi ging ph bin
gm:
Kch thc
200 cm x 200 cm
200 cm x 140 cm
hoc 200 cm x 150 cm
200 cm x 100 cm
90 cm x 80 cm
Ti thiu l 90 cm x 80 cm.
200 cm chiu di, dnh cho 1
hoc 2 khch.
Ging ln nht. Dnh cho 1
hoc 2 khch.
Theo tiu chun, mt bung
c th c t 1 n 2 ging
c va.
Thng c 2 ging n cho
phng dnh cho 1 hoc 2
ngi. K ring l hoc ghp
li cng nhau theo yu cu
ca khch.
Ging gp hoc l ging
c bnh xe, ch dnh cho 1
ngi.
Mt chic ging m v l
mt phn ca chic gh di,
dnh cho 1 ngi.
Mt s khch sn c
ging di 220 cm.
Tiu chun ca hu ht
cc khch sn c 2
ging c va trong mt
bung.
Dng cho cc khch
khng phi l cp v
chng (bn b, m v
con gi, hoc cho cc
on).
Dng cho ngi th ba
trong phng. Thng ch
phi tr mt khon nh
tin ph ph.
Phi c tri ga khi m
gh ra.
Tham kho Chng 5,
Gio trnh Nghip v
Lu tr.
Bung c
bit
Bung thng
nhau
Mt phng khch c ni
vi mt hoc hai phng ng;
Hai phng c chung mt
ca.
C cc ging ring bit,
mt phng khch v/hoc
bp.
Khch c th di chuyn
gia cc phng m khng
phi i qua hnh lang.
V d cho mt gia nh
c b m v tr nh.
1. Nhn cc
dng cho
khch hoc
vt dng
thuc khu
vc v ca lm
vic ca bn.
Nhn cc dng cho
khch nh x phng, nc
tm, du gi u, b kim
ch, my sy tc, kem bi
da, dp tm (nu c) t khu
phc v.
Tnh ton s lng ti thiu
cn thit.
Sp xp cc vt khc.
Tt c cc vt phi c
ng gi p mt (khng b
bn, kh v sn dng).
Thng c biu tng ca
khch sn in trn .
Phi s lng cho ca
lm vic ca bn.
Tun theo danh mc kim
tra v tiu chun ca khch
sn.
S lng v nhu cu ca
khch c th khc nhau
gia cc bung.
Thay th cc dng,
m hoc cc b hng.
V l do v sinh.
Trnh mt thi gian i li
n vn phng hoc
nh kho xp li vo
xe y.
Nng cao tin nghi cho
khch trong khi ngh li.
Phn nh hnh nh v
tiu chun ca khch
sn.
Kin thc v cc
dng cho khch.
Danh mc kim tra
ca khch sn.
Cc loi bung.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
Phn vic s 2.4: Nhn cc vt dng cung cp cho bung
2. Xp cc
vt ln xe y
v/hoc vo
hp.
Xp ln trn cng xe y
hoc vo hp vung ring.
Tem nhn phi d c.
Xp cc vt gn gng v
trn b mt sch.
Tem nhn phi quay v
pha bn v d c.
Khng xp qu nhiu vo
gi.
Khng s vo bng tay t.
Tit kim thi gian v d
ly.
Ngn khng lm rch
hoc hng gi.
Kin thc v cc
dng trong bung.
Bc Cch lm
Cc dng di y l tiu
chun cung cp trong
bung:
Vn phng phm, bt, giy
v phong b.
Giy v sinh, ti v sinh.
Danh mc v gi ng
git l.
Danh b in thoi khch
sn, bn , th tip n,
bng ch dn s dng TV,
ng h bo thc, in
t hoi , ung t rong
bung v.v..
Gt tn, dim.
Hp khn giy.
Cc khuyn mi.
Bi n bo Khng l m
phin.
S thot hin khi ha
hon.
Tnh ton v kim tra s
lng cn thit theo tiu
chun thay th cc
ny trong bung.
Cc vt ny phi gn
gng, ngn np (khng b
bn, kh v sn dng).
Thng c biu tng ca
khch sn in trn .
S lng phi y cho
ca lm vic ca bn.
Khng b nhu nt hoc c
vt bt vit.
ca khch sn.
Ch thay th cc vt ny
khi b thiu, hng, bn
hoc gn ht.
Tin nghi cho khch
trong khi lu tr.
Phn nh hnh nh v
tiu chun ca khch
sn.
Tit kim chi ph.
Kim tra cc 4.
dng.
Theo danh mc kim tra
v cc mu hng dn ca
khch sn.
Kim tra cc vt trc khi
bt u ca lm vic.
S lng v cht lng cn
phi cho mt ca lm
vic, theo s bung v d
phng cho nhu cu dn v
sinh b sung.
trnh vic b sung
hng cho xe y trong
ca lm vic, mt thi
gian v gy bt tin cho
khch.
3. Nhn cc
dng trong
bung.
1. Cc dng
v vt dng
trong bung.
Cc vt dng tiu chun
cung cp cho khch s
dng trong bung.
Khng c nh.
C th khc nhau gia cc
khch sn.
Ty thuc vo tiu chun
ca khch sn.
Hu ht cc khch sn u
c in biu tng trn cc
vt .
Phn nh hnh nh.
Gi cho cc vt lun
sch v kh.
Khng c ly ra khi lp
bao b.
Tun th theo quy trnh ca
khch sn v danh mc
kim tra.
Cung cp thng tin chi
tit v cc dch v c
cung cp trong phng
khch v trong khch
sn (V d: Tivi, in
thoi, ung trong t
lnh, phc v n ti
bung..)
Phn nh hnh nh ca
khch sn.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
Phn vic s 2.5: Cc dng v vt dng trong bung (Kin thc)
2. Cc vt dng
trong bung.
Cc vt dng trong bung l
cc vt cho khch
dng (ty chn) hoc c.
Danh b khch sn, bn ,
th hng dn, s tng,
bin bokhng lm phin
Thc n v cc danh b.
Gt tn.
Hp ng giy n.
c t trn bn, ngn
ko bn, t u ging
hoc t qun o.
Sch s, khng bn, d
c, phng phiu v hon
chnh.
Kim tra ngy v hn dng.
khch thun tin s
dng (V d: cch dng
thit b nh TV hay dch
v min ph hay phi tr
tin).
Cc thng tin cp nht
v cc s kin v dch
v.
3. Vt dng cho
khch v vn
phng phm.
Cc vt dng cho khch l
cho khch dng mt
hoc hai ln, sau thay ci
khc.
Danh mc v ti ng
git l.
Giy ghi chp, bt ch, bt
bi, giy vit, phong b, mu
fax.
Th n tip, giy v sinh
(thm), ti v sinh, dim, b
kim ch.
Phi sch s, khng c
du vt , bn, vt ngn
tay. Nu nhn thy b
hng th phi thay mi.
Phi b (danh mc
git l phi c 2 bn).
Thun tin cho khch
s dng.
4. dng cho
khch.
Cc dng trong phng
tm l cc chm sc c
nhn nh dp tm, du gi
u, du tm, x phng, m
tm, kem xoa da, bn chi
v kem nh rng, giy v
sinh, ti v sinh, ming
nh giy.
Biu tng khch sn v
tn sn phm c in trn
vt.
Phi c gi trong giy
hoc trong hp hoc
ng.
Mi vt nng ti thiu 20
gam hoc 20 ml.
Mt s khch sn dng
loi hp ng sa tm gn
c nh vo tng bo
v mi trng hoc kinh t
hn.
Ch dng mt ln ri thay
ci khc.
t trong nh tm ni d
nhn thy.
Thun tin v lm cho
vic lu tr ca khch
tin nghi hn.
V l do v sinh.
Phn nh hnh nh v
tiu chun ca khch
sn.
X phng l vt dng ti
thiu phi c cung
cp.
Theo quy nh ca
khch sn.
1. Nhn xe y
t khu vc
phc v.
y v ko xe y nh
nhng. Xe y c dng
trong hu ht cc khch
sn. Cc khch sn ch c
thang b m khng c
thang my th kt hp dng
gi ng v ti ng.
Kim tra xem xe y c lm
vic/chy tt khng, bnh
xe c b xp khng.
Kim tra xe y c sch c
trong ln ngoi khng.
y l cng c h tr
quan trng nht lm
vic mt cch chuyn
nghip.
l ti sn ca khch
sn.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
Phn vic s 2.6: S dng xe y
2. S dng xe
y mt cch
an ton v
ng cch.
.
Khng xp qu nng ln xe
y. Khng va p xe y
vo tng.
Khi lm vic, xe y c
t trc ca ra vo hoc v
mt bn trong hnh lang.
Xp cc vt gn gng,
trn b mt sch v kh.
Xp cc vt mt cch c
t chc v d ly.
Tun theo tiu chun ca
khch sn.
t xe y trc ca bung
pha ca m.
Khng xe y chn
khch trn hnh lang.
Bo v cc vt khng
b bn hay t.
Khch c th nhn thy
xe y v bn d dng
ly .
Th hin hnh nh ca
khch sn.
V l do an ton (khch
l khng th vo bung)
v bn d dng ly
trn xe y.
Chun b lm vic.
An ton v an ninh.
Khng lm chng
ngi vt i vi li
thot him.
3. V sinh xe y
thng xuyn
v ct xe vo
cui ca lm
vic.
Cui ca, kim tra xe y
xem c vt v b t
khng.
Ct xe y vo khu phc v
an ton.
Xe y phi lun sch,
khng c vt bn, rc hoc
nc.
V sinh xe y bng khn
sch v m.
V l do v sinh v sn
dng trong ngy tip
theo.
Nn nh rng khch c
th nhn thy xe y.
Cc nguyn tc v
sinh v dn bung
trong Nghip v
Bung.
Bc Cch lm
5. B sung
vo xe y v
ct xe vo
cui ca lm
vic.
B sung tt c cc dng
trong bung v cho khch.
Kim tra v ct gi cc dng
c dn v sinh.
Loi b cht bn v nc.
Mt s khch sn cn b
sung c vi v khn tm
dng cho ngy tip theo.
Xe y phi c b sung
v sch s cho ca lm vic
ngy tip theo.
Sn sng s dng.
Khng bn, m t
hoc rc thi trn xe y
qua m.
vi v khn tm c b
sung tun theo tiu chun
v quy trnh ca khch sn.
Trnh mt thi gian
trong bui sng. Sn
dng cho ca lm vic
bui ti hoc cho ng
nghip thay ca.
m t v cht bn c
th to mi v gy mi
kh chu cho vi,
khn tm v khu phc
v.
Cc nguyn tc dn
v sinh.
4. Bo co cc
h hng cn
bo dng.
in vo phiu yu cu bo
dng v chuyn xe y
n.
Xe y phi c y i
nh nhng v khng gy
n. c sn v khng c
vt st m do va p.
Hnh nh ca khch
sn.
Ting n c th gy
phin cho khch.
1. Xe y.
Xe y l mt chic thng
c gn bnh xe, dng
cha vi, cc thit b dn
v sinh, cc dng trong
bung, dng cho khch
v cc vt dng khc.
Phi trong tnh trng tt.
Sch, c sn v kn pha
sau.
C 2 gi v nc phng.
Khng xp qu nng ln xe
y.
Lm cng vic dn
bung d dng hn.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
Phn vic s 2.7: Hiu bit v cc thit b (Kin thc)
Gi ng ha
cht v dng
c v sinh.
(Caddy)
L mt gi nha cng c
chia thnh nhiu ngn
ng cc ha cht ty ra,
dng trong bung v vt
dng cho khch mang
n bung khch.
Phi trong tnh trng tt,
sch v kh. Khng xp
qu nng vo gi.
mang theo mnh ho
cht v dng c v sinh
mt cch thun tin hn.
2. My ht bi.
Chi
My ht bi l my lm
sch/ ht bi sn, thm
hoc cc b mt.
Ti ng bi trong my lu
li bi v bn.
Dng qut hay c sn g
hoc sn gch.
V sinh ban cng hoc sn
.
Phi sch v trong tnh
trng hot ng tt v an
ton.
Phi c cc ph kin, kim
tra dy in cho an ton.
Bo co cc hng hc v
k thut.
Kim tra ti cha bi trc
khi dng.
ti bi i khi y.
Phi sch, kh, si chi
thng v khng gy.
Thay chi nu si chi b
mn, gy hoc tha.
V s an ton cho bn v
lm sch thm nhanh
hn.
Ti cha bi b y gy
ra hng hc v khng
lm sch c thm.
Cy lau sn Cy lau sn c tay cm di
v cc si dy vi, dng
lau hoc lm sch sn gch
v g.
Lun dng km theo ci x
vt, trnh qu t.
Cy lau sn phi sch v
si vi khng mng qu
hoc tha qu.
Cy lau sn cn c git
sch v lm kh hng ngy
sau khi s dng.
Cy lau sn s b nng
do lng nc ng li
qu nhiu v li vt
nc trn sn nu
khng c vt kh.
V l do v sinh.
3. Khn lau sn. Dng vi khn m chuyn
dng v i khi cng vi
cht ty ra hoc du c
bit lm sch sn lt
gch hoc sn g.
C hai chc nng: lm sch
bi bn v lm sch b mt
bng cht ty ra.
Khn phi c mu v phi
c thay i / git sch
hng ngy.
Khn phi sch v c mi
d chu.
Cc khn c mu khc
nhau lau tng loi sn
(nh mu xanh lau sn
nh tm). Khng c
dng mt khn cho tt c
cc b mt.
V l do v sinh.
4. Xe y cha
vi bn.
Xe y c bnh xe v ca
pha trn dng ng
vi bn.
Cc khch sn c th dng
ti cha vi bn treo bn
cnh xe y.
Hng ngy vi bn ra
khi xe y hoc ti.
Khng ln vi bn v
vi sch.
Khng vi sch trn
nn nh.
Gi cho vi kh (nu c
th).
Xe y hoc ti cha phi
trong tnh trng tt (khng
c l thng), sch c trong
ln ngoi.
Gi ring vi sch v
vi vn, bn.
V l do v sinh.
thun tin cho bn
khi lm vic
1. Nhn cc
cng c ty
ra.
Nhn cc cng c ty ra:
- My ht bi cng ng
ht, ti.
- Khn hoc cy lau sn
v x.
- Chi qut ban cng
hoc sn thng bn
ngoi.
- Ti nha ng rc
vn.
Tt c cng c phi sch,
khng b bn, kh v sn
sng s dng.
S lng phi cho ca
lm vic ca bn.
Xp ngn np, gn gng v
d ly trn xe y.
V l do v sinh.
Trnh mt thi gian i li
n vn phng hoc
nh kho b sung vo
xe y.
Cc nguyn tc v v
sinh.
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
Phn vic s 2.8: Nhn cc cng c v ho cht ty ra
2. Xp cc
vt vo gi
ng ha cht
v dng c v
sinh.
Cc vt di y phi
c xp vo gi:
- Chi c bn cu.
- Khn lau bn cu.
- Khn kh v khn lau bi.
- Khn v ha cht lau kn.
- Khn sch v ming xp.
- Mt i gng tay cao su.
- Bnh xt v cht ty ra.
Gi phi sch v c cc
ngn ring, tay xch.
Cc chai l phi c ng
kn.
Khn v chi bn cu
khng c chung vi
khn khc.
Khng xp vo gi qu
nng.
Gi dng ng cc
cng c v sinh nh.
Tin li khi mang vo

phng tm .
Ngn chn s ly nhim
cho.
Cc nguyn tc v v
sinh.
Bc Cch lm
4. Kim tra cc
cng c v
cht ty ra.
Theo danh mc kim tra v
cc hng dn ca khch
sn.
Bo co nu pht hin cht
ty b dy rt hoc c mi l.
Kim tra trc khi bt u
ca lm vic.
S lng v cht lng
phi dng cho mt ca
lm vic, theo s lng
bung v vic dn v sinh
b sung cn hon thnh.
B sung trong ca lm
vic.
V l do an ton bo
v tay, mt, da v mi
khi b nhc hoc sng
ty.
3. Nhn cc cht
ty ra.
Cc cht ty ra di y c
th dng c:
- Cht ty ra a nng.
- Cht ty v trng.
- Ha cht lm sch.
- Nc ra bn cu.
- Nc xt thm phng/thm
- Cht nh bng vt dng.
Dng ng cc cht ty ra
v ng kn thng cha.
Pha trn v pha long (vi
nc) theo hng dn ca
nh sn xut. Pha trong
chu ti khu phc v vi
dng c o lng chnh
xc.
c k nhn hiu trc
khi s dng.
Bo qun trong cc chai l
c mu sc ring c np.
Khng c pha ln cc
cht ty ra.
Khng c dng cht
chlorine (clo).
Khng c cht ty
ra trn , v l do an
ton v kinh t.
Loi b (lu di) cht
bn.
Cc cht ty ra c hn
dng v phi c s
dng theo hng dn
ca nh sn xut c
kt qu ty ra tt nht.
Nu b , c th gy ra
vt mu trng vnh vin.
Theo quy nh ca
khch sn.
Cc nguyn tc dn
v sinh.
Cch s dng ha
cht ty ra.
1. Cht ty ra
dng cho:
Bung khch
sn
Ban cng/bn
ngoi
Phng tm
Cc khch sn dng cc
cht ty ra khc nhau
lm sch v loi b bi bn
phng khch, phng tm
v ngoi tri.
Cht kh trng l mt loi
ha cht ty ra dit vi
khun v vi trng.
Lun tun theo hng dn
ca nh sn xut v quy
nh ca khch sn.
Dng ng t l pha long.
Khng pha ln cc ha
cht ty ra.
Ch dng cc ha cht mi
pha (chun b s dng
trong ngy).
Cc chai l phi c dn
nhn v c mu sc ng.
Bo v da v tay bn
khi b bng. Dng
lm sch v v trng b
mt.
Ch dng nc s khng
lm sch b mt t tiu
chun v sinh.
Phn vic s 2.9: Hiu bit v cc loi ho cht ty ra (Kin thc)
Tham kho Chng 3
Gio trnh Nghip v
Lu tr.
2. Bung khch
sn.
Lau m: dng cht ty ra
a nng v khn lau.
G: dng du hoc xi bng
cng khn lau lm sch
b mt.
Bnh xt thm: dng lm
thm cn phng.
Bnh xt thm thm.
Bnh xt ca s hoc ca
knh dng lm sch cc
b mt knh, xt vo ri lau
sch bng khn.
Dng khn sch v khng
dng clo.
Dng khn sch v va
lng cht ty ra / xi c
b mt sng bng.
Xt vo khng kh sau khi
dn xong.
Xt xung thm v ht. Lm
sch thm.
Khng li du vt.
Khng c vt.
Ngn nga vt do kh
clo.
Nhiu cht ty ra qu
s li du vt.
c bit khi phng c
mi khi, nm mc.
thm c mi thm d
chu.
3. Ban cng v
ngoi tri.
Lau m cho cc c
ngoi ban cng.
Qut sch sn ban cng v
ra bng nc v cht ty
ra a nng.
Lau kh.
Khn lau sch v cht ty
ra a nng.
Chi v cy lau sch.
m bo rng bn lau
cng kh cng tt.
Khng dng cht ty c
du m lm sch ban
cng.
V l do v sinh.
Sn trn rt nguy him.
4. Phng tm. Cn s quan tm c bit v
l do v sinh.
Lun dng hn hp kh
trng dit vi khun trong
nh tm.
S dng ng liu lng
pha ch.
Cc ha cht dit trng
c dng trong cc trng
hp c bit: hoc sau khi
lm sch hoc ngn
nga ly nhim vi khun.
V l do v sinh v ngn
nga s lan nhim vi
khun.
C ra bn
ra mt v
xung quanh.
Bng ha cht kh trng v
nc xt knh lm sch
gng v c.
Cht kh trng nn c
pha ln vi nc m v
lun dng bn chi v
ming bt c rp va
phi.
c kt qu ti u khi
s dng ha cht kh
trng.
Bn tm/vi
sen v xung
quanh
Cht kh trng.
Cht n mn nh c th
c dng loi b vt
bn, x phng v du m
kh sch.
Khng dng clo hoc cht
ty trng trong phng tm.
Khng c tc v vt bn.
Theo quy nh ca
khch sn.
Bn cu Dng nc ra bn cu
c bit ra bn trong
bn cu.
C ra bn ngoi bng
cht kh trng.
Phi sch mi vt bn v
c kh trng.
Ch s dng bn chi v
khn lau chuyn dng cho
bn cu, khng dng cho
cc khu vc khc trong
phng tm.
Sn nh Cht ty ra kh trng pha
ln vi nc m.
Ra sn bng cy lau hoc
khn lau nh. Sau cng lau
kh.
Lun dng cy lau hoc
khn c bit. Khng dng
khn tm lau sn nh.
Sn c lau kh hon
ton.
L khu vc sau cng trong
phng tm cn dn.
Trnh cho sn trn trt.
CNG VIC 3. Phc v bung khch tr
Phn vic s 3.1:
Phn vic s 3.2:
Phn vic s 3.3:
Phn vic s 3.4:
Phn vic s 3.5:
Phn vic s 3.6:
Phn vic s 3.7:
Phn vic s 3.8:
Phn vic s 3.9:
Phn vic s 3.10:
Sau khi hc c k nng ny, bn c th dn bung khch lm th tc tr bung, p ng c cc tiu chun yu cu
bng cch s dng ng cc th t cng vic, th tc, thit b v cng c, b sung cc dng trong bung cho khch, v
tun th theo ng quy trnh kim tra v bo co.
Gii thiu:
Vo bung
Cc bc dn v sinh t 1 n 6
Cch tho ga ging: bc 7
Cch tri ga ging: bc 8
Cch gp vung gc ga ging: bc 9
Cch thay v gi: bc 10
Cch lm sch bi trong bung v cc b mt: bc 11
Cc bc dn v sinh thng xuyn t 12 n 17
Quy trnh b sung khi dn bung
Tit kim in v nc (Kin thc)
Vo bung
gt tn vo ti rc
M rm
Kim tra tht lc
v cn bo dng
Thu dn khay n
Kim tra cn bo dng
cng vic 3. phc v bung khch tr
1 2 3
4 5 6
Bo co tht lc
Cch tho ga ging
Cch tho ga ging
Kim tra tnh trng ca m
Cch tho ga ging
Tri ging bng vi sch
7 8 9
10 11 12
Tri tm ph ging
Chnh mp
Kim tra ln cui
Nht on tha
Cch gp vung gc
ga ging
Nht phn vin
13 14 15
16 17 18
Cch thay v gi
V gi phi va kht, phng
TM HAI GC RUT GI LI
Lau bi cc b mt v
ni tht
A RUT GI vo v gi
Lm sch t trn xung di,
t tri sang phi
19 20
22 23 24
21 21
Lau bi khung tranh
lau pho chn tng
Lau bi bn trong t qun o
Lau bi tivi
Lau ca t
Lau bi trong ngn ko
25 26 27
28 29 30
Lau bi gng v knh
Lm sch cc b mt
Lau bi chao n
Kim tra cung cp
cho khch
Lau bi in thoi
B sung b tr v c ph
31 32 33
34 35 36
Ht bi thm sn M bo mi th sch
v gn gng
Dng danh mc kim tra
kim tra trong bung
37 38 39
1. G ca bung
khch.
Trc khi g ca hy quan
st tm bin bo treo trn
tay nm ca.
Nu khng c bin bo
hoc c bin bo l Xin hy
dn bung bn c th thc
hin cng vic.
ng trc ca bung.
G ca v t thng bo hai
ln vi cu: Xin cho, ti l
nhn vin dn bung.
Khng c g ca hoc
m ca khi c bin bo
Xin ng lm phin
treo trn tay nm ca.
Kim tra tnh trng bung
trc khi g ca bng khp
t ngn tay.
Khng g qu mnh.
Khng c g bng cha
kha hay cc vt khc.
Mt t m bi n bo
thng c hai mt: xin
ng lm phin v Xin
hy dn bung.
Khng lm phin nhng
khch khc khi g ca
hoc thng bo.
C th lm hng ca.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Theo cc nguyn tc
an ton.
Ting Anh c bn
trong khch sn.
Tun th theo cc
quy trnh ca khch
sn.
Cng vic s 3: Dn bung khch tr
Phn vic s 3.1: Vo bung
2. Khi khch
khng tr li.
Ch i v lng nghe trc
ca, tai hng v pha ca.
Nu khng c ting tr li th
g ca ln na.
Nu c ting tr li th xin li
v ni bn s tr li sau.
Khng c m ca ngay
sau khi g ca.
i ting ng hoc cu
tr li ca khch (ti thiu
l 30 giy).
Thng bo li ln na Xin
li qu khch, ti s tr li
sau.
Ghi li trong bng tnh
trng bung cng thi gian
bn gi ca.
Cho khch c thi gian
tr li ting g ca ca
bn.
Khch c th vn ang
trn ging hoc trong
nh tm.
chc chn rng
khng c khch trong
bung.
Khng vo bung khi
khch vn ang trong
bung (v c th cha
mc qun o).
Bc Cch lm
3. M ca. Nu khng c ting tr li.
a cha kha (hoc th)
vo v m ca.
Nhn quanh ca cn thn.
ng li vo bung.
M rng ca hoc dng ci
chn ca.
m bo rng khng c
ting tr li.
M ca chm v cn thn.
Gi li: Phc v bung.
Nu khng c ting tr li
nhng khch vn ang
trong bung: ng li ra
vo bung, xin li khch v
gii thch rng bn s tr li
sau.
Chc chn rng khch
khng c trong bung.
Quan st nhng im
bt thng.
y l iu bt tin cho
khch.
Khng vo bung
dn khi khch ang
trong bung, tr khi c
ch dn c bit.
Bc Cch lm
1. t xe y v
cc thit b
lm v sinh.
t xe y pha trc ca
m.
a my ht bi hoc/v
cy lau sn v x/chi v
gi vo bung.
Mt trc ca xe y c
vi c quay vo trong
bung.
Khong cch ti thiu t
tng v ca l 25 cm.
Trn sn nh v gn t
tng hoc tng trong
bung.
Theo cc quy trnh ca
khch sn.
V l do an ninh v d
dng ly cc thit b,
vi v dng.
khong trng cho
khch i qua v bn
khng b vp ng v
vng thit b trong lc
lm vic.
Tham kho Chng
5 Gio trnh Nghip
v Lu tr.
Cc quy trnh v an
ninh.
Phn vic s 3.2: Cc bc dn v sinh t 1 n 6
2. M cc rm v
ca s.
Ko dy rng rc ca rm
hoc cm mp rm ko st
vo tng mt cch nh
nhng.
M ca s ra v c nh
bng mc ca (nu c th
v thi tit cho php).
Khng ko qu mnh.
Chc chn rng tay bn
sch v kh.
Chnh li rm (v buc li
rm) cho rm c treo
thng v gn.
Kim tra rm xem c thiu
mc khng.
Nhiu khch sn mun
cho kh tri vo bung.
nh sng t nhin s tt
hn cho bn lm vic.

ca khch sn. Mt s
khch sn yu cu ng
rm li sau khi kt thc
vic dn v sinh, c
bit vng kh hu nhit
i.
Quy trnh tit kim
nng lng.
3. Tt hoc iu
chnh li cc
thit b trong
bung.
Tt hoc iu chnh li thit
b nhit, n, iu ha
khng kh v iu ha
m.
Phi c m / tt hoc
iu chnh li.
ca khch sn.
m bo rng c cc
hng dn r rng cho
khch t bt ln.
Tit kim nng lng v/
hoc kh tri vo
bung.
iu chnh nhit
bung cho khch mi
n.
Quy trnh tit kim
nng lng.
Bc Cch lm
4. Nht v loi
b cc vt
trong bung.
Loi b cc vt nh khay
thc n, gi hoa qu, bnh
hoa, bn l, bn l, u
ging, ging ph hoc
ni.
Ly vi bn t ging
ph hoc ging bnh xe
hoc ni tr em. Ly tng
khng ly nhm vt dng
ca khch ln trong vi
bn
Mi vt khc trong
bung cn phi c mang
n khu phc v.
Loi b tt c cc vt
ny trc khi bt u dn.
Mi n tha v khay
phi c a ngay n
khu phc v.
B hoa vo thng rc v
nc trong bnh vo khu
phc v.
Khng cc vt bn
ngoi bung hoc hnh
lang.
Ngn nga bc mi v
thi ra.
Ngn nga cn trng,
ng vt hoc sinh vt
gy hi.
Phng nga tai nn.
D thu hi cc vt nu
chng c khu
phc v.
ca khch sn.
Cc quy trnh v v
sinh.
Kim sot sinh vt
gy hi.
Cc ng dy khng b
lng hoc treo khng ng
cch.
Trc khi tt, hy chc
chn rng thit b ang
hot ng tt.
bo co v cc vn
cn bo dng.
Bc Cch lm
6. Kim tra
tht lc v cc
cn bo
dng.
Nhn bn di ging, gm
gh v trong t, ngn ko
tm cc tht lc nh
qun o, giy t, giy dp,
ti hoc cc vt nh.
Gi tm thy trong ti ni
lng trong, c ghi r c.
Kim tra xem cc n cn
sng khng, xem xt ni
tht hng, cc vt c nh,
cc ca, kt st, cc bc
tranh, v.v..
Bo co cc c tht
lc v vic bo dng cn
thit cho b phn Bung
nu c.
Bn c th nghi ng gia
rc v tht lc c
tm thy.
Vit ln giy s bung,
ngy thng, tn ca bn v
m t v c tm thy.
ca khch sn.
Bo co vt dng cn bo
dng ngay qua in thoi
hoc lin lc vi gim st
vin.
Vit mt ghi ch pha sau
s bung trn danh mc
tnh trng bung.
S dng ng mu bo
co bo dng.
Chc chn rng bn
khng b i bt k ti
sn c gi tr no ca
khch.
D tm li cc vt b
mt.
Vic bo dng cn
c thc hin trc khi
c khch mi nhn
bung.
Gim st vin s quyt
nh xem vic bo
dng c cn thc hin
gp khng.
Quy trnh v ti sn
tht lc v tm thy.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Quy trnh bo co bo
dng.
5. t gt tn v
thu nht rc.
gt tn vo ti rc (mang
theo cng bn vo bung).
Bt u t pha sau ca v
i mt vng, m ngn ko
v t nht rc.
thng rc vo ti rc
treo trn xe y.
Chc chn rng khng c
u mu thuc l ang
chy. Khng cm gt tn i
li vng quanh.
Khi thu nht rc, kim tra
k xem c vt dng hoc
c gi tr no b tht lc
khng.
Ngn nga la chy v
tn tro bay ra.
Tun theo tiu chun v
cc quy trnh ca khch
sn.
Cc qui trnh v ha
hon v hng dn
phng t rnh ha
hon.
Bit r quy trnh
c tht lc v tm
thy.
Bc Cch lm
1. Ko ging
ra.
ng pha cui ging.
Chng gi xung, nhc
ging ln mt cht bng c
hai tay v ko nh v pha
mnh.
Ch ko ra cch u
ging 50cm.
Ko bng c hai tay.
n ngn chn.
Cn thn lng ca bn.
D dng i li xung
quanh ging. Tit kim
thi gian.
cho lng bn khi b
au.
Cn lu n sc kho
v an ton ca bn.
Cch nng v ko
vt nng.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 3.3: Cch tho ga ging: bc 7
2. Ly ra, gi,
kim tra v
t ga ging.
Nm chc v nhc ga ln
bng hai tay v gi.
Kim tra vt bn, rch hoc
thng trn ga.
ring v mang n b
phn Git l.
t ga ging va ly ra
gh gn ging.
Nu c vt ca khch/
qun o ri ra th nht
chng ln ct gn li.
Vic nh du l rt quan
trng ch r cho b phn
Git l.
Khng t ga ging trn
sn hoc chm xung
sn nh.
Tay phi kh v sch khi
cm ga ging.
Mi tm ga ging phi
c ly ra khi ging
ring r.
Tun theo quy trnh ti
sn tht lc v tm thy.
D dng hn cho b
phn Git l nhn bit
ch hng v khng b
st.
Trnh lm bn ga.
Khng gy ra vt bn.
Khi ly cc vi cn li
trn ging, phi tun theo
bc sau:
t gi ln trn ga tri
ging.
3. Ly cc vi
cn li trn
ging.
Bc Cch lm
V gi, chn hoc chn
lng, ga trn v ga di;
Lm theo quy trnh nh
bc 2 i vi chn, ga trn
v ga di.
Thu nht vi v khn
bn, tm chi chn ri
b vo ti ng vi
bn treo bn xe y.
Khng bao gi gi hoc
vi xung sn nh.
vi bn khng c
ba bi.
ring vi kh v t.
4. m v lt
m.
Thay b tm lt m nu
thy bn, rch hoc thng.
p dng quy trnh tng t
nh bc 2 thay tm lt
m.
Kim tra tnh trng ca m.
Tm lt m phi sch v
khng c vt bn.
Nu c bn: Thay theo
bc 3.
m phi khng c bn,
du vt bn.
Theo quy trnh ca khch
sn.
Thng bo cho b phn
Bung nu m c vt
bn.
Lt li mt m nu vt
bn c v khng th
lm sch hon ton c.
V l do v sinh.
Tm lt m v m
phi lun sch s.
m phi c thay i
nu bn v lt mt m
thng xuyn cho mi
v p.
Xem phn quy trnh dn
v sinh b sung.
Cc quy trnh v
sinh.
Lt mt m 3 thng
1 ln.
5. Kim tra gm
ging.
Kim tra di gm ging
tm rc hoc qun o,
c ca khch.
B rc thi i.
Thu nht cc vt ca
khch, vo c tht
Gm ging phi sch,
khng c rc, bn.
Hnh nh xu cho khch
sn nu khch mi n
tm thy c ca
khch trc .
vi xung sn nh
l khng v sinh.
V l do v sinh.
lc.
Bc Cch lm
1. Chn vi. Chn:
- 1 tm lt m;
- 1 tm ga trn v 1 tm ga
di;
- 2 hoc 4 v gi;
- Chn sch;
- Ga ph sch;
t cc vi sch chn
t xe y ln gh gn
ging.
Chn vi ng kch
thc ging.
Cc vi phi khng
bn, c vt, sp rch hoc
thng.
Cm vi bng tay sch
v kh. Khng vi
sch xung sn nh.
va vi ging
(khng qu ngn hoc
qu di)
vi sch phi lun
sch v khng c
chm xung sn nh.
Hiu bit v cc loi
ging v vi.
Theo quy nh ca
khch sn.
Tham kho Chng
4 v 5, Gio trnh
Nghip v Lu tr.
Phn vic s 3.4: Cch tri ga ging: bc 8
2. Chun b tri
ga ging.
Gh phi sch. Gi cho vi sch.
3. Tri ging
bng vi.
Ly tm lt m v/hoc
tm ga di.
Lun ng khu
xung di
Bn phi cm thy
ging sch, phng.
Tri tm lt
m sch.
M tm vi hoc tm lt,
ng khu xung di.
Vut phng np gp.
ng gia pha cui
ging.
vi phi sch.
m phi c bao ph
hon ton v khng b h.
Tri tm ga
di sch.
Gi v tri tm vi ln trn
m, vi phn u nhiu
hn, mt c ng khu
quay xung di.
Tm ga di: phi tha ra t
nht 50 cm pha u
ging gp vo di
m.
Phi c vi t trn
m bao ph m v
gp vo di m.
Tri tm ga
trn sch.
Gi v tri tm vi ln trn
m cho cn i.
Mt c ng khu quay ln
trn (tri vi ga di).
Phn ga ging r xung
hai bn (tri v phi) phi
cn i.
Tiu chun ca khch
sn.
Bc Cch lm
Tri chn ln
ging.
ng chnh gia pha cui
ging
Tri chn bao ph ton b
m.
Nu chn di v to hn ga
ging, ko chn xung
pha cui ging.
mt c ng may ca
chn quay ln trn.
Chn phi sch, c mi
thm v khng c vt bn,
dy ch v l thng.
Nhn thy chn r xung
u bn phi v bn tri
ging.
Chn khng c di hn
tm ga ging.
Chng phi di tng
ng vi u ging.
Khch s nhn thy mt
phi ca chn.
Ga ging s bao ph
mp chn khi c gp
li.
4. Gp ga v
chn.
To gc phong b pha
cui ging.
Xem phn cng vic: Cch
gp gc ging.
Bc sang mt bn ging,
tin dn v pha u ging.
Dng phng php gp
phong b i vi cc gc
ca ging.
Tm ga trn v ga di
phi cng vi chn.
Bit cch gp gc
ging.
Nhn p v chn c
gp cht.
Gp tm ga
trn cng vi
chn.
Nhc tm ga trn v chn
gp li cng nhau.
Gp khong 1/4 chn tnh t
u ging hoc theo quy
nh ca khch sn.
Cc ng may s quay
xung di.
Cch khong 15 cm tnh t
u ging.
t gi v lm dch
v chnh trang bung.
Gi cho tm ga ging
c gp cht trong
sut m.
Tham kho cc quy
nh / quy trnh ca
khch sn.
Bc Cch lm
Gp tm ga
di pha u
ging.
To gc phong b bn phi
v bn tri pha u ging.
i vng quanh ging.
Vut phng chn.
Tun theo cch gp gc
ging.
Ga ging v chn phi
c gp cht, khng b r
xung.
Khng b r xung m
v khng b l ra pha
di tm ph ging.
5. Lng gi vo
trong v gi
v u
ging.
Xem phn cng vic Cch
thay v gi.
t gi u ging, ni
m tm ga di l ra.
V gi phi sch, mn v
phng.
Phi t gi sao cho vin
ca gi hng vo pha
trong ca ging ( chnh
gia).
ng may hng ra pha
ngoi.
Gi c th chm ln phn
tm ga trn v chn gp
li.
khch sn.
V l do v sinh.
Khch s nhn thy gi
trc tin khi h ly tm
ph ging ra.
Bc Cch lm
6. Tri tm ph
ging ln v
kim tra ln
cui.
Tri tm ph ging ln
ton b ging hoc tun
theo cc quy trnh ca
khch sn.
Mt s khch sn thc hin
bc 5 trc (tri tm ph
ging, gp li v sau
t gi ln pha u ging)
sau lm bc 4.
Ph tm ph ging ln gi
v gp mt t mp tm ph
ging xung bn di gi.
i xung quanh ging vut
phng chn.
Kim tra ln cui ton b
ging.
y ging vo v tr ban
u.
Tm ph ging phi sch
v phng. Khng c vt
bn hoc np gp.
Phi ngay ngn v ph ln
ton b ging v gn
gng (khng chm
xung sn).
Ga ging, chn v gi
khng c l ra m phi
c ph hon ton.
Ti a l 10 cm di gi.
Cm vi bng tay kh,
sch.
Nn nh:
Khi mi bc vo
bung, chic ging l
n tng ban u ca
khch.
lm dch v chnh
trang bung hoc ko
tm ph ging ra d
dng hn.
Bc Cch lm
1. Bt u mt
gc cui
ging, ko
li ging ra.
Ci xung gc ca ging.
Nhc tm ga v chn ang
b lng, bao ph gc ny (v
ti gc ny).
Nht tm ga dc theo chn
ging, dng lng bn tay
y nh nhng vo pha
di m.
Lun phi chng gi
xung, nht tm ga tht
cht.
y nh nhng nhng
chc.
Cn thn lm au ngn tay
khi nht tm ga ging.
Tay phi sch v kh.
Khng lm au lng
bn. Ngn nga au
lng.
An ton v sc kho.
Cch bo v lng khi
dn bung.
Xp ng cc ng
may ca cc tm ga
trn v di (tm ga
di mt phi ln
trn, tm ga trn mt
tri ln trn).
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 3.5: Cch gp vung gc ga ging: bc 9
2. Chnh mp. Ly on cui cng ca tm
ga (khong 30 cm) t gc
(cui ging) ko thng ra,
chnh li mp vin.
Ko mp vin ln khng
cn vt gp v tht cng.
Phi c phng phiu.
Mp phi chc bn
c th vut phng c
ging.
3. Nht on
tha.
Nht on tha ca ga
(hoc ga v chn) vo gc.
Ko vin mp ra v pha
mnh.
Ko vin mp xung qua
mp ging.
Chc chn rng tm ga
(hoc ga v chn) c
bc cht xung quanh tm
m.
Khng c vt gp.
4. Nht phn
vin.
Dng lng bn tay nht
phn vin mp vo.
Thy rng gc ging
phng v cht xung quanh
chic m.
Bc Cch lm
1. Chn v gi. Mi gi chun b mt v gi. V gi phi sch, khng c
vt m, rch, t si v l
thng.
Tay bn phi sch v kh.
V gi phi ng vi kch
thc rut gi.
Hnh nh ca khch sn
V l do v sinh.
Khch nm p mt
xung gi.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 3.6: Cch thay v gi: bc 10
2. Ly rut gi ra
khi v gi
dng.
Gi gi bng mt tay ti
ca v gi.
Cm vo mp v gi
(ngc vi tay kia)
Dng hai tay ko ra.
t v gi bn trn gh
thu dn sau.
Kim tra tnh trng ca gi. Gi phi sch, khng c
vt bn v khng c mi.
Nu mt gi bn th phi
thay ci khc.
V l do v sinh.
Bc Cch lm
4. Kt thc. Gp hai mp tha ca v
gi vo trong gi, theo cch
ny gi s va kht hn gia
rut gi v v gi.
Kim tra s gn gng ca
gi.
t gi ln ging hoc
gh.
V gi phi va kht,
phng, khng nhn v
xung quanh gn gng.
Gi phi nhn mm nh
t.
Khng c gi sch
ln b mt bn hoc vi
Nhn thy gi mm mi
v m trn ging.
Tin nghi hn cho
khch.
3. t rut gi
vo v gi
sch.
Gi gi v v gi sch.
t v gi ln ging.
Tm hai gc rut gi li
(pha cnh nh nht ca
gi).
Tay kia cm v gi, m
ming v gi, a hai u
va tm vo cui v gi cho
n khi chm ti y v gi.
Chnh li rut gi bn trong.
C gng chm vo gi v
v gi cng t cng tt.
Khng c np gp.
Khng c gi gi bn
di cm hay cc b phn
khc ca c th khi a
rut gi vo trong v.
ca khch sn nu c 1
n 2 gi cho mt ging.
Thy rng cc gc ca rut
gi pha trong c chnh
kht v phng vi v gi.
V l do v sinh.
Bn c th lm cho v
gi b bn hoc nhim
khun.
Bc Cch lm
Dng khn lau bi.
Bt u t sau cnh ca
trc, lm vic mt cch c
h thng xung quanh
bung, tng bc tng mt,
t trn xung di, t tri
sang phi, t phi sang tri
v t trong ra ngoi. Lau
cnh ca, tay nm ca, t
gia bung, t lnh nh, gi
hnh l, kt an ton,bn
u ging, n, bn, tivi,
ngn ko, bn trn v mt
tm u ging, in thoi
v khung ca s.
Bt u lau theo phng
thng ng (ln v xung)
hoc theo phng nm
ngang (tri sang phi).
1. La chn vt
dng lm v
sinh cho cc
b mt khc
nhau.
Khn lau v cht ty ra
Cc b mt nh:
Cc b mt gng knh, cc
b mt g v u ging;
Tivi v rai, n, cc b
mt thp khng g, nha,
ni tht;
(Xem cc nguyn tc dn
v sinh).
Khn lau v bn chi phi
sch, khng bn hoc c
du m. Ty thuc vo b
mt m khn c th kh
hoc m. Khng c
dng khn qu t.
Cc b mt sng phi
khng c cc du vt tay.
Tun theo cc quy nh
ca khch sn.
chc chn rng bn
dng ng ha cht
ty ra v quy trnh.
Trnh cho cc vt bn
dnh trn b mt.
Gi cho b mt trong
tnh trng tt.
Cc nguyn tc dn
v sinh.
Tham kho Chng
3 v 5, Gio trnh
Nghip v Lu tr v
Phn vic s 1.3 ca
quyn ny.
Phn vic s 3.7: Cch lm sch bi trong bung v cc b mt: bc 11
2. Lm sch bi
trong bung,
cc b mt,
ni tht.
Nu dng bnh xt: khng
xt thng vo b mt
c m phi xt vo khn.
Lm sch ton b cc b
mt, k c cc gc v cc
chn bn gh.
Kim tra bn di b mt.
i vi cc b mt rng,
hy lm sch tng phn
mt.
Thay khn khc nu qu
t hoc bn.
Lun lau bi sau khi tri
xong ging.
Kim tra tng xem c bn
khng.
chc chn rng bn
khng qun lm sch
bi cc vt v ni tht
trong bung.
Tit kim thi gian khi
lm t bn ny sang bn
kia.
Bc Cch lm
3. Lau knh,
gng, iu
khin nhit
, my iu
ha v cng
tc n nu
cn thit.
Dng nc lau knh vi khn
m v khn kh loi b
cc vt ngn tay v vt bn.
Xem bc 2 bit cch lau
dc hoc lau ngang.
Lau ton b b mt. B
mt phi sng, khng c
bi, du vt, m, du m
v vt tay.
Khng thi bng hi th
ca bn.
Kim tra b mt xem c vt
v hoc rn nt khng.
Kim tra b mt v
sch.
y chng tr li v tr ban
u.
Tit kim nng lng.
Lm cho cn bung tin
nghi hn cho khch mi
n.
V l do v sinh.
n tng u tin ca
khch l sng v sch.
Cc quy trnh v tit
kim nng lng.
4. Kim tra cc
thit b in.
Kim tra tivi, i, u Video,
ng h bo thc, u
DVD, bng iu khin xem
c hot ng tt.
Kim tra cc iu khin t
xa v pin ca chng.
Hot ng tt, tt m, ng
gi, nhit , cc knh
hnh nh hoc m nhc.
ca khch sn.
Gip qung b cho
khch sn.
Knh thng tin hoc
m nhc, video hoc
cc knh tivi.
Bc Cch lm
1. Kim tra v b
sung cc
dng trong
bung khch.
Kim tra cc dng trong
t, ngn ko, bn, t cnh
ging v bn cnh in
thoi.
B sung nhng thiu,
bn hoc b .
Cc l: danh b, s
in thoi, vn phng
phm, hp giy n, gi v
danh mc git l, thc n,
bi n bo Khng l m
phin, s thot him,
danh mc ung trong t
lnh, v.v
Gt tn v cc.
Theo tiu chun ca khch
sn.
Cc cung cp phi
sch, y v sn dng.
Nu c biu tng ca
khch sn in trn vt,
sp xp biu tng hng
ra ngoi.
Cc phi c bc
trnh bi v du tay.
Danh mc phi y .
Cung cp thiu cc
dng trong phng gy
cm gic bt tin cho
khch.
Hiu bit v cc
cung cp t r ong
bung v tiu chun
ca khch sn.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 3.8: Cc bc dn v sinh thng xuyn t 12 n 17
2. Sp xp
ni tht v
c.
Sau khi lm sch, sp xp
li ni tht v c
khc:
Dng thng chao n;
ng may quay vo
trong tng;
Thay bng n khc nu
b hng;
Kim tra kt an ton (
m m).
Chnh ng h bo thc
cho chnh xc v thi gian.
Sp xp li ni tht theo
Tun theo cc hng dn
ca khch sn.
ni tht v cc ca
khng c lm cn tr
vic i li trong bung.
Khng vng vi trn
sn nh.
Thng rc v n phi d
nhn thy v d tip cn.
Trnh hng hc tng
v ni tht.
n tng u tin rt
quan trng.
Trnh va phi v ng.
Bc Cch lm
3. Bt my ht
m hoc iu
ha khng
kh.
Tt hoc iu chnh nhit
, cc n, my iu ha
khng kh v my ht m.
Phi ch tt hoc
iu chnh.
Tun theo cc tiu chun
ca khch sn.
Tit kim nng lng. Cc quy trnh tit
kim nng lng.
4. Ht bi (hoc
lau) sn nh.
Bt my ht bi ln. Bt u
t pha cui bung tin dn
v pha ca.
Ht bi di gm ging,
gm bn, gm gh v gm
t.
Ht bi tt c cc gc v
khe trong bung.
Ht bi pha sau rm ca.
Tun theo quy trnh nh lau
sn.
Nu cn thit th qut sn
nh trc khi lau.
i vi sn lt gch men
hoc sn g: qut v lau
sn bng khn lau sn.
My ht bi phi rng,
sch v lm vic tt. Hy
kim tra ti cha bi.
Xem ton b bung
sch cha. Ht bi l bc
cui cng trc khi bn
kim tra ton b v thng
thc hin sau khi dn xong
phng tm.
Khng c mi l, khng c
vt bn.
ni tht t ng ch.
Rm ca v cc thit b
phi ng theo hng dn
ca khch sn.
Thm phi c t du bn
chn nht to c
n tng ban u tt cho
khch.
Tun theo tiu chun v
cc quy trnh ca khch
sn.
n tng u tin ca
khch khi vo bung l
thy bung sch, ngn
np v gn gng.
Bc Cch lm
6. in vo bn
tnh trng
bung.
in vo bng tnh trng
bung l bung trng
c dn sch, ghi bng bt
ch v c ghi thi gian.
ng ca bung chc chn
v m bo bung kha.
Lun vit ra tnh trng
bung v ghi ch ca bn.
Kim tra xem ca
ng v kha cha.
Cch s dng bng
bo co tnh trng
bung.
5. Kim tra li
ton b
bung.
Dng danh mc kim tra
ca bn kim tra ln cui
cn bung. ng li i v
quan st thc t ton b
bung. Bt u t bc tng
bn tri v xem mt lt
chc chn rng mi th
c lm sch.
Khng c mi l, khng c
vt bn hay vt b qun
trong bung.
Mi c u ng v tr,
rm ca v cc thit b theo
hng dn ca khch sn.
Ln kim tra cui cng
ca bn cng l n
tng ban u ca
khch khi vo bung.
Nim t ho v cng
vic ca bn.
Bc Cch lm
1. Ging b
sung hoc ni
tr em.
Trc ht, tri ging/ni tr
em ra.
Kim tra cc c b
qun.
Dn ging hoc ni tr em
theo tiu chun ca khch
sn.
Chuyn ging ph hoc
ni tr em ra khi bung
khch tr.
Sau khi chnh trang cc
ging theo tiu chun
trong bung.
Trc khi lau bi v ht bi
trong bung.
Mang ging ph v ni
n khu phc v.
Khng c hnh
lang sau khi kt thc
lm bung .
Khi cn, ging ph hay
ni c dn v
sn sng dng c
ngay.
Khi c yu cu, c th
a ngay ging hoc
ni vo bung.
Trang tr tun theo
quy nh ca khch
sn.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 3.9: Quy trnh b sung khi dn bung
2. Quy trnh v t
ung.
Ly nhng chai l rng hoc
dng d dang v cc cc
bn ra.
B sung cc loi ung
cn thiu vo t, tun theo
cc tiu chun.
Kim tra t lnh xem cn
hot ng tt khng.
Ra cc v cc dng
trong t ung.
Dng danh mc kim tra
kim tra t ung.
in vo bo co v t
ung.
Chc chn rng t ung
sch c trong ln ngoi.
Xp ung vo t theo
quy nh ca khch sn.
Cc gm v thy tinh
phi sch s v kh.
Kim tra cc n xem
hn dng.
Kim tra ngn , thay
khay ng vi mi.
Mt s khch sn c
nhn vin ph trch t
ung ring tnh gi
v b sung ung vo
t.
Cc n khng c
qu hn s dng.
Bc Cch lm
3. Bo co cc
thit b cn
bo dng.
Kim tra cc thit b in,
n, iu chnh nhit ,
iu ha khng kh xem cn
hot ng tt khng.
Kim tra ca s v ca ra
ngoi ban cng.
in vo phiu yu cu bo
dng nu thy cn bo
dng.
Trng hp cn sa cha
ngay, hy gi ngay cho vn
phng b phn Bung.
Ghi ch vo bo co tnh
trng bung.
Nu c hng hc hoc mt
mt, hy bo co cho vn
phng b phn Bung sm
nht c th, nhng trc
12 gi tra.
Ghi li s bung, ngy, gi,
tn bn v m t hng hc.
Tit kim nng lng.
sa cha ngay trc
khi khch mi n nhn
bung hoc t bung
trong tnh trng khng
s dng c.
Trnh s phn nn ca
khch.
Cc quy trnh v tit
kim nng lng.
Theo quy nh ca
khch sn.
Bc Cch lm
4. X l tht
lc v tm
thy .
Nht cc vt khch
qun trong bung khch
tr v cho vo mt ti nha.
Dng ti trong sut.
Ti phi ln ng
vt.
xc nhn v kim tra
ti nhanh hn.
Khng nht thit phi
m ti ra kim tra.
Quy trnh x l
tht lc v tm thy
c hon thnh
theo quy nh ca
khch sn.
Ghi ngy, s bung, tn ca
bn v gi tm thy vt.
ng ti li.
Bo co ngay vi ngi
gim st/ vn phng b
phn Bung v c c
gi tr hoc tin c tm
Tin mt, trang sc, vt
c gi tr phi c bo co
ngay cho b phn L tn.
Khng cc ti sn b
mt ln vi rc.
C th khch cha lm
th tc tr bung ti
quy L tn.
Ct ti trn xe y hoc
mang n vn phng b
phn Bung.
Tun theo cc tiu
chun v quy trnh ca
khch sn.
5. B tr v
c ph.
Kim tra b xem c
v hot ng tt khng.
Thm tr, c ph, ng,
kem.
Ra s.
B bao gm: m un
nc, m pha tr, tch v
tha. Cc ny phi sch
v sn dng. B phi
dng cho 2 khch.
Mt s khch sn c b
tr v c ph tiu
chun trong bung.
Dch v b sung cho
khch.
Theo quy nh / tiu
chun ca khch
sn.
Bc Cch lm
1. Hy nhn thc
rng:
Tit kim nng lng v
nc l tit kim tin.
Khi dn bung, hy c thc
tit kim nc v nng
lng.
Gim lng ph nc ngt
v nng lng l ct
gim chi ph.
Tit kim nc v nng
lng c xem l bo
v mi trng.
Phn vic s 3.10: Tit kim in v nc (Kin thc)
Khi dn bung,
hy suy ngh :
2. Tit kim
nng lng =
tit kim in =
tit kim tin
Cch tit kim in hoc s
dng in mc ti thiu
khi dn bung.
Lun tun theo cc hng
dn v th tc ca khch
sn.
ng ca s nu ang
chy iu ha khng kh;
ng rm ca;
Tt hoc mc nh
nht my iu ha, my
si;
Nu tivi c ch
ch, hy tt tivi khi bn
bc vo bung;
Tt qut v n;
Khng my ht bi
ch bt khi khng s
dng.
Gi cho khng kh m p
v/hoc mt m vo
bung, trnh nh nng.
S dng in mc ti
thiu.
Tit kim nng lng:
3. Tit kim nc. Cch tit kim nc hoc s
dng mc ti thiu khi dn
bung.
Lun tun theo cc hng
dn v quy nh ca khch
sn.
Kha vi nc nng lnh;
Khng vi nc hoc
vi sen chy khi ang dn
bung;
Khi dn bn ra, bn tm
v gch lt, hy kha vi
nc sau khi di qua, c
ra sau di sch nhanh
(t trn xung di);
Bo co ngay nu c vi
nc, bn cu b r r
bo dng;
Khng x nc bn cu khi
khng cn thit (ch x mt
ln sau khi c ra);
Khng y c x nc,
ch cn mt na;
Khng lng ph nc khi c
ra.
Ni mt cch vn v,
nc chy cng nh
tin ang chy xung
cng.
Trn thc t, lng ph
nc l lng ph tin.
X nc sch i l lm
lng ph nc.
Bn c th dng nc
nhiu gp hai ln lng
nc cn dng dn
ra.
Tit kim nc:
Phn vic s 4.1:
Phn vic s 4.2:
Phn vic s 4.3:
Phn vic s 4.4:
Phn vic s 4.5:
Phn vic s 4.6:
CNG VIC 4. Dn phng tm
Bn phi dn c 1 phng tm theo cch v sinh, hiu qu v an ton, s dng chnh xc quy trnh, cc bc v cc thit b,
b sung dng trong phng tm theo tiu chun ca khch sn.
Gii thiu:
Cc bc dn v sinh phng tm t 1 n 10 (Kin thc)
V sinh bn ra tay, cc vt dng v khu vc xung quanh
V sinh bn tm/ bung tm ng v khu vc xung quanh
V sinh bn cu
B sung cc dng trong phng tm
Dn sn phng tm
cng vic 4. dn phng tm
Thu dn khn bn
Lm sch khu vc
xung quanh
V sinh bn ra tay v cc
vt dng khc (VD: cc...)
V sinh bn tm/ vi sen
v khu vc xung quanh
Lm sch nt rn chu
1 2 3
4 5 6
Lm v sinh bn ngoi
bn tm
cng vic 4. dn phng tm
v sinh bn cu
Lau bi cc b mt
V sinh bn trong bn cu
B sung cc dng
trong phng tm
Lau bi cc b mt
Dn sn phng tm
7 8 9
10 11 12
1. Tun theo quy
trnh di y
lau dn
phng tm.
Bc 1 - 10:
1. Mang gi ng cng
cc thit b v cht ty
ra vo phng tm.
y v chng loi v s
lng lau dn v b
sung mt phng tm.
gi bn cnh bn
ra.
Bn s khng qun
no hoc b qua cc b
mt khi tun theo cc
bc ny.
Quy trnh v sinh, an
ton.
Cc nguyn tc dn
v sinh.
Tham kho Chng
3 v 5, Gio trnh
Nghip v Lu tr
v Phn vic 1.3
ca quyn ny.
Cng vic s 4: Dn phng tm (ca bung khch tr)
Phn vic s 4.1: Cc bc dn v sinh phng tm t 1 n 10 (Kin thc)
Phng tm
c dn sau
khi dn
xong ging
v lau bi
trong phng,
nhng lun
trc khi ht
bi.
2. Ly i cc vi bn
trong phng tm.
B chng vo ti ng
vi bn trn xe y. Khng
c vi bn v/hoc
t trong phng tm khi lau
dn.
Khng dng vi cho
khch lau dn phng
tm. Dng cc khn lau c
mu sc ring cho tng vic
c th.
Hiu bit v cc ha
cht ty ra.
3. thng rc, thay cc
khch s dng trong
phng tm.
Kim tra cc c gi tr
ca khch b qun (nu
c).
Cn thn vi dao co ru v
kim.
An ton v an ninh, quy
trnh tht lc v tm
thy.
7. C ra bn cu. Xem Phn vic 4.4.
10. Kim tra phng tm. Mi vt u khng cn
vt nc, vt bn.
Xem ln cui chc
chn rng phng tm
hon ho.
2. Mt s li
khuyn v
mo nh.
Dng gng tay cao su khi
lau dn phng tm.
Gng tay phi chu nc
v khng b thng.
Bo v da v tay bn.
8. B sung dng cho
khch.
Xem Phn vic 4.5 v 4.6
Theo quy nh ca khch
sn.
9. Lau sn nh. Theo cc tiu chun ca
khch sn.
Ch s dng cht kh trng
trong phng tm.
dit vi trng v vi khun.
4. Ra cc c trong
phng v phng tm.
Xem Phn vic 4.2.
V sinh s v thy
tinh trc.
V l do v sinh.
5. C ra bn ra mt v
xung quanh.
Khng c du vt, khng
c cn cht ty ra.
6. C ra bn tm, vi sen
v xung quanh.
Khng c du vt, cn x
phng hoc tc rng.
Trnh ly nhim vi
khun.
Xem Phn vic 4.3.
Hy cn thn vi nc
nng.
iu chnh t t nhit
o
trung bnh khong 37 C.
Bo v bn v khch
khi b bng.
Dng bnh xt thm kh
mi kh chu trong phng.
Mi thm mt.
Khng c mi thuc l hoc
mi kh chu.
n tng u tin ca
khch.
Mang ht cc thit b lau
dn ra ngoi v ca m.
Kim tra thc t ln cui
ton b phng tm.
Khng c vt chn, vt
bn.
Sn nh l ni cui cng
bn lau dn trong phng
tm.
Lau kh nhng ch m.
Bn khng c vo phng
tm sau khi lau sn.
Trnh vt chn in trn
sn phng tm.
1. eo gng tay
cao su.
eo gng, mt cao su
ngoi v mt trn bn
trong.
Chc chn rng tay bn
sch v kh.
Gng tay phi ko ln 3/4
cnh tay, gn khuu tay.
Khng c l thng.
C hp ng dng c cng
cc vt dng trong
phng tm.
Bo v da v tay bn.
V l do v sinh.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Cng vic s 4: Dn phng tm (ca bung khch tr)
Phn vic s 4.2: V sinh bn ra tay, cc vt dng v khu vc xung quanh
2. Ra cc
dng.
Trc ht, ra cc ly cc
trong bn ra tay hoc ty
theo quy nh ca khch
sn.
Lau kh ly cc.
Ra gt tn v lau kh.
Ra thng rc, lau kh bn
trong v thay ti rc khc.
Mang ly cc ra phng ng.
cc dng c nh tm
trn khn sch v mt bn.
Ra vi nc m, nc ra
bt v chi ra cc.
Dng khn sch v kh.
Khng c vt bn hoc v.
Ra bng nc kh trng,
lau kh v sch.
Ra cc dng c vi nc
sch.
khch sn.
Lm cho dng sch
v sng.
Trnh vt nc ng.
Trnh b bn v nhim
khun tr li.
3. V sinh bn
ra tay, mt
bn ra tay v
vi nc.
Dng cht kh trng v nu
c th c ra v xt vo bn
trong bn ra v xung
quanh.
Dng ming bt hoc bn
chi, chi vng trn lm
sch.
Bn chi sch.
Chc chn rng bn c
ra cc b mt bn trong,
bn ngoi, gi , vi nc,
rn chu, di chu v ng
dn nc.
Loi b vi khun.
V l do v sinh.
Bc Cch lm
4. C ra xung
quanh, bn
trn v bn
cnh bn ra
tay.
Lau sch n pha trn
chu ra, gi khn tm
v khn mt, my sy tc,
in thoi treo tng bng
khn sch v cht kh
trng.
Lau bng khn m.
Ch xt mt cht.
Khng c vt hoc vt
xc.
Khng c du tay.
V l do v sinh.
Tay khch c th b bn
khi s dng nhng
vt ny.
Dng nc ra knh v khn
c bit lau gng.
Khng c vt hoc vt
xc.
Gng phi sng.
n tng u tin.
6. Sp xp li cc
dng.
Sp xp ly cc, gt tn, hp
ng giy v khn tm, gi/
hp ng cung cp cho
khch.
khch sn.
Sau khi v sinh v lau kh
chu ra v xung quanh.
Cc c lp bc (bng nha
hoc bng giy).
Phi sch, khng c du
vt hoc cht bn.
Kim tra hp giy n xem
c cn hn na khng.
Hp ng cho khch
phi sch v khng b
v hay rn nt.
V l do v sinh.
Hnh nh ca khch
sn.
5. Lau gng.
Bt u t vi nc xung
rn chu v sau ra xung
quanh.
M vi nc, dng bn chi
hoc ming bt c ra ton
b chu v xung quanh.
C trong rn chu bng
chi c chai.
Dng khn sch lau kh vi
nc, chu v xung quanh.
Loi b vt bn v tc rng
(gi vo trong khn giy).
Chc chn rng khng c
cht cn ca x phng
hoc cht ty ra cn st
li.
Sch v sng. Khng c
rc hoc bn. Khng c
vt, nc ng, vn rc.
Vi nc phi sng bng.
Tc rng nhn bn v
c th lm tc rn chu.
1. La chn
dng, dng c
lm v sinh.
Cc khn sch.
Cht kh trng.
Bn chi cng hoc bn
c hoc ming bt.
X ng nc v gng
tay cao su.
Dng c phi sch v kh.
Ming bt, bn chi sch.
Cht kh trng c pha
ch chnh xc.
Khng s dng vi dnh
cho khch lau.
V sinh c nhn v v
sinh chung.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Cng vic s 4: Dn phng tm
Phn vic s 4.3: V sinh bn tm/bung tm ng v khu vc xung quanh
2. Dn v lm v
sinh vi sen
v xung
quanh bn
tm.
Bt u t u vi sen.
Xt ha cht ty ra.
Dng ming bt t c
hoc chi phn u vi
sen v tay cm theo hnh
vng trn, t trn xung
di.
C cc mt phng c
p, lt gch v kim tra
xem c vt , vt bn,
du m khng.
Kim tra trn v tng
xem c vt bn khng.
Lm sch t phn u vi
sen, tng v phn
gch p lt.
Cha u bnh xt vo thng
tng.
Cht ty ra phi bm vo
kim loi khong 3 pht.
Ra pha sau v bn cnh
ca u vi sen v tay cm.
Khng ng trn thnh bn
tm.
Khng c vt, cht bn
hoc du m.
Cc mt phng p lt gch
phi sch v sng.
Vi nc phi sch v
sng, khng c vt.
Trnh lng ph cht ty
ra.
Bo v mt bn khng b
ha cht bn vo.
Loi b cht bn kh
ty.
Theo quy trnh cc bc
t 1-6 (phn vic 4.1):
Bc Cch lm
3. Lau bn tm
v/hoc
bung tm
ng v xung
quanh.
Lun chng gi v bn
tm bng mt tay.
Xt cht kh trng vo
bn trong bn tm.
Chi/c t trn xung
di trong bn tm
hoc vi sen.
C trn thnh v pha
trc bn tm v xung
quanh.
Chi/c vi nc cng
cn gt v tay cm.
Ly ht tc rng trong rn
chu.
Lm sch vt bn trn
tng, ca v khe hm
ca.
Di bn tm v/hoc
bung tm ng bng
nc m.
Dng chi sch vi cht
kh trng
Chc chn rng bn c ht
cc b mt (bn trong, trn
thnh, sn, bn tm/vi
sen).
Nc m loi b cht
bn v vt bn.
Khng c vt du m v x
phng tha.
Khng qun c ra thnh
v cc cnh bn tm.
Khng qun gi x
phng v ch thot nc.
Lp m phi sng v sch.
Khng c vt bn hoc cht
bn. Khng c vt xc,
nc ng v rc vn.
Vi nc phi sng.
Trnh lm au lng bn
hoc b ng.
V l do v sinh.
Tc nhn bn v c th
lm tc rn chu.
4. Kim tra v
lm sch rm
hoc ca bn
tm.
Ko rm sao cho mt
rm cng m rng cng
tt.
ng ca bung tm.
Dng mt tay lau rm
bng khn m v tay kia
gi rm.
Lau thanh treo ca rm t
trn xung di.
Lm sch bng khn m.
Xt mt t nc ra vo
phn di cng ca rm,
ni m nc x phng v
nm mc ng li.
Lau sch c hai mt ca
rm hoc ca (trong/
ngoi).
Khng c vt xc hoc
bn.
V l do v sinh.
Ngn nga nm hoc
mc pht trin.
Ci v nhc.
5. Lau v lm
kh bn tm,
vi sen v
xung quanh.
Lau kh t trn xung
di.
Lau kh vi nc, u
sen v ng dn.
Gi rm bng mt tay.
Lau kh v y nh rm
cho ht nc.
Kim tra li xem mi ch
kh cha.
Khng dng khn tm ca
khch lau kh.
Khn phi kh v sch.
Khng vn vo thanh vi
sen hoc ng trn bn
tm.
Khng bc vo trong bn
tm.
Cc khu vc phi sch,
khng c vt , vt nc
hoc vt bn.
Vi nc phi sng bng.
Khng qun lau kh pha
trc bn tm hoc bung
tm ng v rm hoc ca
bung tm.
t vi sen, ng dn, v
iu khin nhit vo
ng v tr (mt p xung
di).
Lun lau kh sau khi
ra.
Lau kh trnh vt nc
trn b mt, vi nc.
Trnh lm hng thanh
rm hoc ca.
Trnh b ng hoc trt
v b au.
Trnh cho nc bn ln
cc ch v nc nng
bn vo khch khi vi
nc m.
6. Kim tra ln
cui xem cn
ch no c
vt hoc vt
nc.
Nu rm hoc ca bung
tm ng thc s bn th
dng vi sen ra t trn
xung di.
Thay rm khc nu vt bn
khng lm sch c,
chuyn n b phn git l.
Kim tra xem thanh treo
rm c sch hay khng.
Sau khi lm sch u vi
sen, gch lt, bn tm, vi
nc v rm, lau kh ton
b khu vc bng khn:
1. La chn
dng c lm
v sinh.
Khn lau (2 chic) khc
mu.
Khn lau m c cht kh
trng.
Cht kh trng v ha
cht v sinh bn cu.
Chi c bn cu.
X ng nc v gng tay
cao su.
Cc dng c phi sch,
khn kh v bn chi sch.
Ha cht kh trng c
pha ch ng cch.
Khng pha ha cht v
sinh bn cu vi cc ha
cht kh trng khc.
Khng dng clo hoc thuc
ty.
eo gng tay vo.
V sinh c nhn v v
sinh chung.
C th gy tc dng
ngc li nu ho cht
khng c pha ng
cch.
Khng thn thin vi
mi trng.
Vt bn do kh clo
khng th lm sch
c.
Cc nguyn tc dn
v sinh, Phn vic
1.3.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 4.4: V sinh bn cu
2. Chun b lm
v sinh bn
cu.
Trc ht x nc bn
cu.
Chng gi xung v rt/
xt ha cht vo trong bn
cu.
Xt ha cht vo bn di
mp trong ca bn cu.
Xt cht kh trng ln c
hai mt ca vng nha
ngi, np, kt ng nc
v thn bn cu.
Loi b ht cc cht bn do
khch li.
u bnh xt cha thng vo
bn cu trc khi bt u
xt.
cho nc ty ra ngm
trong bn cu khong 3
pht.
V l do v sinh.
loi b ht cc cht
bn cng u v v
sinh chung.
3. V sinh bn
trong bn cu.
Dng chi c bn cu bt
u c ra bn trong bn
cu, bn di v bn trn
thnh bn cu.
C theo hnh vng trn
xung quanh bn cu.
S dng chi sch.
Dng ha cht v sinh bn
cu.
Lm sch mi gc cnh.
C bn di mc nc.
V l do v sinh.
Theo cc bc 1-6:
Ci v nhc.
Bc Cch lm
Sau khi c ra bn trong,
x nc trong bn cu v
ra lun chi c bn
cu
Kim tra bn trong bn
cu xem sch cha.
B chi li vo hp ng
dng c.
Nu bn ngoi bn cu
thc s bn th cng dng
chi c ra.
Loi b cc cht bn d
nhn thy nh vt bn, nm
mc v tc.
Khng c vt bn, tc hoc
vt sm mu.
Khng dng chi c bn
cu c ra ni khc
ngoi bn cu.
Gi cho chi c bn cu
lun c sch.
Tc nhn bn v thiu v
sinh.
V l do v sinh.
Chi sch cho phng
tip theo.
4. C ra bn
ngoi bn
cu.
Dng khn m v bt u
lau bn ngoi bn cu.
Trc ht lau xung quanh
kt cha nc v tay git
nc.
Lau sch mt trc v mt
sau ca np y bn cu.
Lau mt trc v mt sau
ca np nha ngi.
Lau thn, phn trn, bn
di v thnh bn cu.
Lau phn hnh ch T gia
ch ngi v kt nc.
Lau theo chiu thng ng.
Lau khp mi ch, c bn
di.
Tay git nc phi sch.
Kim tra xem hp ng giy
v sinh c sch khng.
Dng np bn cu da vo
kt cha nc lau sch.
Dng np nha ngi da
vo np y bn cu.
Chc chn rng bn lau
sch ton b, c ch c
nh v cht quay np bn
cu.
Bn cu khng c chm
bn.
Nhn thy bn cu sng.
n cha vi khun.
Ngn nga s ly nhim
vi khun.
6. Kim tra bn
cu ln cui
xem c cn
bn hoc vt
nc khng.
Kim tra bn cu v s sch
s.
Nu nc vn chy: bo
co vi b phn Bo dng.
Tho gng tay ra sau khi
dn xong bn cu.
y np bn cu. Nu c
th th dng bng giy
nim phong v sinh bn
cu .
Khng cn thit phi x
nc ln na.
Tho gng tay ra.
Tun theo cc quy nh ca
khch sn.
Tit kim nc.
Khch bit rng bn cu
sch, v sinh v v
trng.
5. Lau kh bn
ngoi bn cu
Xem v lp li bc 4 vi
khn kh.
Khng dng khn tm ca
khch lau kh bn cu.
Ch dng khn (quy nh
mu ring) chuyn lau bn
cu.
Bn cu phi kh v sng.
Vic rt mt v sinh.
1. Kim tra
vi.
Kim tra vi xem c bn,
rch hoc tut ch.
Khng dng gng tay s
vo vi sch.
Cc vi khc nh o
chong v dp i trong
phng tm.
Theo cc quy nh v tiu
chun ca khch sn.
Kim tra xem cc vi
cha dng c sch v kh
khng.
Khn tm, khn tay, khn
mt v khn chi chn.
V l do v sinh.
Hnh nh v n tng
u tin.
Hiu bit v cc loi
vi trong khch
sn ca bn.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 4.5: B sung cc dng trong phng tm
2. B sung v
gp vi.
Gp khn tm theo cch
chuyn nghip.
Dng gi / gi treo khn.
Xp ti thiu cho 1 hoc 2
khch.
Vt khn chi chn ln
thnh bn tm.
Gp mt phi ra ngoi.
ng may gp vo trong,
gp thnh 3 phn gn gng
v p.
Khch d tm thy.
Theo quy nh ca khch
sn.
Nhn gn v p.
3. B sung v
kim tra cc
cung cp
khc.
Kim tra v b sung giy v
sinh.
Gp u giy v sinh thnh
hnh tam gic.
Kim tra v b sung khn
giy v ti v sinh trn gi.
t nht phi c na cun
giy v sinh v mt cun d
phng.
khch sn.
Hp ng khn giy phi
c t nht mt na.
Ti thiu phi c 2 ti v
sinh trong phng tm.
Khng lm cho khch
thy bt tin.
dng cho 1 m.
Cc vi theo tiu chun l:
Bc Cch lm
4. Kim tra v b
sung dng
cung cp cho
khch.
Kim tra gi hoc hp
ng cung cp cho
khch xem c sch khng.
Kim tra cc cha s
dng.
B sung cc mi theo
Sp xp v by bin cc
dng cung cp cho khch
theo quy nh ca khch
sn.
Dng danh mc kim tra.
y x phng v sa
tm vo hp ng x phng
gn c nh trn tng (nu
c).
Sch v khng c bi.
Khng c du tay.
Kim tra cc cha dng
xem c sch, vn cn nim
phong v khng c du
nc.
Ti thiu cho 2 khch.
S dng cho khch c
th khc nhau gia cc
khch sn.
biu tng ca khch
sn quay v pha khch.
Ti thiu phi y mt
na.
V l do v sinh.
n tng u tin.
Hiu bit v cc
dng khch sn
cung cp cho khch.
1. Sn phng
tm l ni lau
dn cui cng
trong phng
tm.
Mang ht cc thit b,
dng c lm v sinh v gi
ra khi phng tm.
ng rm hoc ca
bung tm ng.
Kim tra vi, cung
cp v dng.
Kim tra ln cui phng
tm: gng, bn cu, ca,
tng, tay nm ca, bn
tm v/hoc bung tm
ng, cc mt phng
c p lt gch.
Kim tra thng rc.
v quy nh ca khch sn.
Phng tm nhn phi sch,
sng, khng c bn v
cc dng c b sung
y .
Chc chn rng tt c
c dn, sch v v trng.
Sn nh tm c dn
sch trc khi ht bi.
V l do v sinh.
Phng tm sch rt
quan trng i vi
khch.
Cc nguyn tc v
sinh.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Phn vic s 4.6: Dn sn phng tm
2. Qut hoc c
sn.
Lun qut hoc c sn
trc. Dng ht rc. Nht
ht tc.
Qut cc gc, pha sau
bn cu v sau ca.
Chi hoc bn chi kh v
sch.
Theo cc quy trnh ca
khch sn.
B rc vo ti rc treo trn
xe y.
V sinh v sch s.
Theo cc bc 1-4:
Bc Cch lm
3. Lau sn
phng tm.
C th dng khn lau sn
chuyn dng c cn di
lau phng tm.
Hoc c th dng cy lau
nh v x lau.
Lau pha sau ca, xung
quanh bn cu, bn di
bn ra v cc gc.
Nhc thng rc v ng
chi c bn cu (nu c).
Mang khn lau chuyn
dng hoc cy lau nh ra
khi phng tm vo x.
Khn lau sn phi ngm,
sau x bng cht kh
trng.
x bn ngoi phng
tm.
Khn lau sn phi m
nhng khng qu t.
Cy lau nh phi c lm
sch bng cht kh trng.
Vt cy lau nh cho n khi
cn m.
Lau sn nh hai ln.
Trnh dng qu nhiu ha
cht.
4. Kim tra
phng tm
ln cui.
Kim tra mt ln cui
cng ton b phng tm.
Kim tra xem sn sch
cha.
Dng danh mc kim tra.
Tt n.
ng ca phng hoc
m ty theo quy nh ca
khch sn.
Sch, khng vt bn hoc
bi bn.
Khng c du tay trn
dng mi c b sung.
Gng phi sng v sch.
Khi sn lm sch bn
khng bc vo na.
V l do v sinh.
n tng u tin.
trnh vt giy in trn
sn phng tm.
n tng u tin.
CNG VIC 5. Dn bung ang c khch
Phn vic s 5.1:
Phn vic s 5.11:

Bn phi c kh nng dn mt bung ang c khch theo tiu chun yu cu, s dng ng cc quy trnh, thit b v dng
c, b sung dng cung cp trong bung cho khch, theo ng quy trnh kim tra v bo co.
Gii thiu:
Quy trnh dn bung ang c khch (khc vi quy trnh dn bung khch tr).
Phn vic t 5.2 n 5.10 ging nh phn vic t 3.1 n 3.9.
Dn mt bung VIP.
1. Dn bung
c khch
ang .
C mt cht khc bit gia
dn bung khch tr v
dn bung khch ang .
Bung c khch c dn
sau bung trng v bung
khch tr.
khch sn.
Khng ng chm, mang
i, tho ra hoc sang ni
khc bt k vt, tin,
c hoc ti sn ca khch
tr khi chng trong thng
rc.
Nu tin hay ti sn trong
thng rc, bo co ngay
cho ngi gim st.
Nhn vin dn bung phi
bo co khi thy bin bo
Xin ng lm phin.
Nu bung khch c bin
bo Xin ng lm phin
hy tun theo quy nh ca
khch sn.
Tr khi c bin bo Xin hy
dn bung hoc l bung
VIP, cn khng th bn ch
nn dn bung ngay sau
khi khch ri khi bung.
Bung l ngi nh tm
thi ca khch v iu
phi c tn trng.
Trnh tht lc c v
phn nn t khch.
Thng thng theo quy
nh ca khch sn. B
phn L tn cn c
bung trng sch cho
khch mi n.
Lm theo cc Phn
vic trong Cng vic 3
Dn bung khch
tr.
Cng vic s 5: Dn bung ang c khch
Phn vic s 5.1: Quy trnh dn bung ang c khch (khc vi quy trnh dn bung khch tr)
Phn vic t 5.2 n 5.10 ging nh phn vic t 3.1 n 3.9.
Bc Cch lm
2. Quy trnh dn
bung khch
ang .
Khng kim tra ti sn tht
lc.
Khng tr li in thoi ca
khch.
vi tri ging c th
c thay i hng ngy.
Ch b sung cung cp
cho khch khi c yu cu.
Khng kim tra cc ngn
ko.
t xe y trc ca
m.
Kim tra ging ng xem c
c ca khch khi thay
ga ging.
Nu khch tr li, hy nhn
dng khch v xin php tip
tc cng vic hoc tr li
sau.
Dn thc n tha, v hoa
qu...
Phi thay hoc b hoa ho.
Khng b i chai ru vang
ung d.
chai ru ung d vo
t ung.
Bo co cho ngi gim st
nu thy c nhiu tin hoc
ti sn c gi tr trong
bung.
Kim tra thng rc xem c
gi tr b i khng. Nu
c, hy ly ra v chng
ln bn.
giy dp gn gng v
ngn np (trong t).
Treo qun o ca khch
ang trn ging ln
mc o.
Hy cn thn khi lau bi
trong bung. Khng ly i
bt k ti sn no ca
khch.
Tun theo cc quy nh
ca khch sn.
Trnh b i cc vt v
ti sn ca khch.
Cc cnh bo v an ninh
v an ton.
Theo quy nh ca
khch sn.
Bc Cch lm
1. Bung VIP. Bung VIP l bung dnh
cho nhng v khch quan
trng (hoc khch c bit).
Bit c cc t vit tt tiu
chun.
Hiu bit v cc mc
khch VIP khc nhau, cc
dch v tng ng hoc yu
cu b sung ca h.
Khch VIP rt quan
trng i vi khch sn.
Theo quy nh ca
khch sn.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Cng vic s 5: Dn bung ang c khch
Phn vic s 5.11: Dn mt bung VIP
2. Cc ch
khc i vi
bung VIP.
Trc khi lm th tc nhn
bung, phng ng v phng
tm c dn v sinh k v
c Trng b phn
Bung kim tra.
B dng cho khch VIP
c b phn Nh hng v
b phn Bung chun b v
cung cp.
ca khch sn.
Hoa ti, hoa qu,
ung, o chong tm, ru
vang.
n v ung c
mang vo bung mt gi
trc khi khch n v
n lun c y kn.
Ly cc sch, khn v a n
sch.
Thip cho mng khch
n khch sn.
Chc chn rng bung
v cc b sung u
hon ho theo yu cu.
Theo quy nh ca
khch sn.
Tiu chun cho bung khch
VIP bao gm:
Bc Cch lm
3. Dn bung. Phi quan tm v ch
nhiu hn trong thi gian
khch lu tr.
Khch VIP lun c dch v
chnh trang bung bui ti
hoc dch v b sung vo
ban m.
Bung VIP c dn ngay
sau khi khch ri khi
bung. Hy n bin
bo Xin hy dn bung v
vo bung cng sm cng
tt.
B sung gi hoa qu
v/hoc hoa ti ( dng,
c hay b ho v thay bng
hoa qu ti mi), b sung
giy n hoc vi.
Lau ra a, dao da v ly
cc.
Kim tra o chong v
khn tm trong khi chnh
trang bung bui ti.
B sung cc dng v
sinh theo tiu chun VIP.
tip tc to n tng
tt v chuyn nghip.
4. Kim tra
ln cui
cn bung.
Khi kt thc, hy chc chn
l bn kim tra k phng
ng v phng tm.
Kim tra cc c cn bo
dng.
in vo bn bo co tnh
trng bung.
Kim tra xem cc yu cu
trong gi dch v bung VIP
y v trong tnh
trng tt.
B sung cc dng v
sinh v cung cp.
Cung cp dch v chnh
trang bung bui ti.
Khng qun in vo bn
bo co tnh trng bung
cng vi thi gian hon
thnh.
S sch s ca bung:
Bc Cch lm
CNG VIC 6. Dn bung trng sch
Phn vic s 6.1:
Bn phi c kh nng dn v kim tra bung trng sch tun theo cc tiu chun yu cu ca khch sn
Gii thiu:
Quy trnh dn bung trng sch: bc 1-10
1. Tun theo quy
trnh ny
dn v kim
tra mt bung
trng sch.
Cc bc 1-10:
1. Kim tra tnh trng bung
trc khi bc vo.
Nu l bung trng sch,
hy lm cc bc tip theo.
2. Vo bung.
3. Mang theo gi vo
bung.
4. Kim tra vi trn
ging v trang tr li
ging.
Kim tra cc ngn ko.
5. Lau bi cc b mt v
ni tht.
Chc chn rng bung
c ghi vo tnh trng
trng v sch.
Bo ngay cho ngi gim
st bit v dn theo quy
trnh bung khch tr
Cng vi cc dng c lm
v sinh v khn (khn lau
sn v khn m).
Khn phi sch, m v
chuyn dng lau bi.
Lt tm ph ging ra v
kim tra xem ga, gi v
chn c b ai nm ln
khng (khng c np
nhn)
Kim tra cc b b qun.
Bt u t pha sau ca.
Kim tra thng rc xem c
sch khng.
Lau bng cht ty ra
a nng.
Khng c bi bn trn cc
b mt.
Tnh trng bung c
kim tra k.
Khng lm phin khch.
S sai lch v tnh trng
bung.
Khng gi nh, hy t
kim tra.
Nu vi trn ging
b s dng, hy bo
co ngay vi ngi gim
st.
m bo khng c bi
bn trn cc b mt.
Cch s dng bng
tnh trng bung.
Quy trnh dn bung
khch tr, xem
Cng vic 3.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Cng vic s 6: Dn bung trng sch
Phn vic s 6.1: Quy trnh dn bung trng sch: bc 1- 10
Nu l bung trng bn:
Bc Cch lm
6. Kim tra cc dng
v b sung nu cn.
Cc dng trong phng
ng v phng tm.
X nc bn cu v sinh
theo quy trnh ca khch
sn.
7. Kim tra n, iu ha
khng kh, bng iu
chnh nhit , my ht
m, ca s, tivi v i
Hot ng tt v ch
ch hoc tt.
Bo co cc thit b cn
bo dng.
8. Lau ra sn phng tm. Bng khn lau sn.
Khng bc vo phng
tm sau khi lau sn.
Bung trng phi sn
sng n khch mi.
9. Ht bi thm. Theo cc hng dn ca
khch sn (xem phn dn
bung khch tr).
10. Kim tra thc t ln cui. Kim tra t tri sang phi,
t trn xung di, t trong
ra ngoi.
Kim tra ln cui cng v
theo quy trnh ca khch
sn.
ng v chc chn rng
ca c kha cn thn.
Dng m bung trng
sch (VC) trong ct bn
phi trong bo co tnh
trng bung.
Khch khng th vo
bung c nu khng c
ng cha kha.
so snh vi tnh trng
bung ca b phn L
tn.
Sn sng cho khch mi
n.
2. in vo bng
bo co tnh
trng bung.
ng ca
bung li.
Trnh li vt nc
trong bn cu.
Bc Cch lm
Phn vic s 7.1:
CNG VIC 7. Cung cp dch v chnh trang bung
Bn phi gii thch c mc ch ca vic chnh trang bung v cch thc hin cng vic chnh trang bung vi s ch v
t hiu qu theo tiu chun ca khch sn.
Gii thiu:
Cc bc phc v chnh trang bung 1-8
Chun b xe y
cng vic 7. cung cp dch v chnh trang bung
gt tn
ng ca s
Treo qun o cho khch
ng rm Chnh trang ging
1 2 3
4 5 6
1. Dch v chnh
trang bung.
Nhn vin
bung
L vic chun b bung cho
bui ti. c thc hin cho
cc bung ang c khch
v bung khch s n.
Tun theo quy nh ca
khch sn, vo lc t
16:00 gi n 21:00 gi.
c thc hin trong cc
khch sn 4 v 5 sao v
cho cc bung khch VIP
v/hoc cho cc khch
nhn phng mun vo
m hm .
Kim tra xem c 1 hay 2
khch trong bung.
Mt dch v b sung.
Dch v chnh trang
bung lm cho khch c
nhiu cm gic nh
nh hn.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Cng vic s 7: Cung cp dch v chnh trang bung
Phn vic s 7.1: Cc bc phc v chnh trang bung 1 - 8
2. Quy trnh v
cc bc
chnh trang
bung.
Cc bc 1 - 8:
1. Chun b xe y v gi
ng .
2. Vo bung.
3. Kim tra tnh trng
bung.
4. Dn v sinh c bn.
S lng bung thng s
nhiu hn s bung bn
dn hng ngy.
em theo lng khn
tm cn thit.
Xem Phn vic 3.1.
Nu c khch t rong
bung, hy hi khch bn
c th tr li sau khng.
v ra sch gt tn.
v ra sch thng rc,
thay ti rc khc.
Do t phi lau dn v
khng phi thay ga
ging.
Pht hin s sai lch.
Trnh mi kh chu
trong bung.
Bc Cch lm
5. Chnh trang ging.
Trc ht, hy treo qun o
v c ca khch ang
trn ging ln mc o.
Ly tm ph ging ra v
gp li ngn np. tm
ph ging vo trong t
hoc gp li v pha cui
ging.
sn.
Lt ngc 1/3 tm ga v
chn (c hai mt) gp li
thnh hnh tam gic.
Khng c np nhn.
Xp li gi v gi nh cho
xp bng theo quy nh
ca khch sn.
Thun tin cho khch
khi ln ging ng.
6. Cc dng trong
bung.
t phiu n sng hoc
mn qu nh min ph
trn gi, theo quy nh ca
khch sn.
D nhn thy v l dch
v b sung.
7. Chnh trang phng ng. iu chnh (hoc bt) my
iu ha khng kh nhit
thch hp.
ng ca s v ca ra ban
cng.
Ko rm ca li.
Bt n ng ln.
Bt n bn ln.
B sung, kim tra cc
hp, chai v ung trong
t lnh.
Nhit thch hp cho
khch.
Bung c nh sng
khi khch bc vo/
quay tr v.
Theo quy nh ca
khch sn.
Bc Cch lm
8. Chnh trang phng tm. Lm sch v lau kh ton
b phng tm (nu
dng)
Thay khn tm dng.
Thay cc v sinh
dng.
Khng c b mt no t.
Tt n i.
Khch c th mun
dng phng tm trc
khi i ng.
3. Kt thc cng
vic chnh
trang bung.
khch sn.
Kim tra bung ln cui
cng.
in vo bn bo co tnh
trng bung cng thi gian.
ng ca li v m bo
rng ca c kha chc
chn.
Dng m khch ang (O)
trong ct bn phi.
Khch khng th vo
phng c nu khng c
cha kha thch hp.
Ci nhn cui cng ca
bn l ci nhn u tin
ca khch.
so snh vi tnh trng
bung ca b phn L
tn.
Phn vic s 8.1:
Phn vic s 8.2:
CNG VIC 8. X l git l v git kh ca khch
Bn phi c kh nng gii quyt v x l vic git kh, git t v l cho khch mt cch hiu qu v a ra li khuyn
chnh xc cho khch theo cc tiu chun ca khch sn.
Gii thiu:
Quy trnh v cc danh mc (Kin thc).
Cch x l git l v git kh ca khch.
cng vic 8. x l git l v git kh ca khch
Nhn git l v danh mc
git l
Tr git kh ca khch
Tr git l ca khch
Kim tra danh mc
m bo giao
1 2
3 4
Cng vic s 8: X l git v git kh ca khch
Phn vic s 8.1: Quy trnh v cc danh mc (Kin thc)
1. Git l cho
khch.
Tng t nh cch git
qun o thng thng.
Dch v ca khch sn. Khch i li nhiu v
cn qun o sch.
Tham kho Chng 4
Gio trnh Nghip v
Lu tr.
C th: git. Qun o ca khch c
khch sn git nh: o s
mi bng vi hay bng si
tng hp, lt, o ngn
tay, o phng...
Qun o c th git c
theo cch thng thng.
c cc nhn mc trn
qun o xem hng
dn.
Kim tra hng dn v
nhit git v xem c
th git bng my c
khng.
Hoc: l qun
o ca khch.
i vi bt k loi qun o
no, trc tin phi c
nhn mc bit v loi
si.
2. Git kh.
Thi gian thc
hin dch v.
Loi b cc vt bn bng
ha cht c bit nh vi
d hi, o khoc, o ngoi
v b vt tng.
Dch v ny c th do khch
sn thc hin hoc cng ty
git l bn ngoi.
Thng thng c tnh thm
ph cho dch v lm nhanh
nh dch v trong ngy hoc
trong mt gi ng h.
Ngy hm sau (trong vng
24 gi)
Trong ngy (trong vng 8
gi).
Dch v trong 1 gi hoc
dch v nhanh (1 n 4 gi).
Khch sn lm dch v
c thu ph.
Nhiu loi si b co li
khi git theo cch thng
thng nn cn phi git
kh.
t vn cho khch:
V khong thi gian v
gi c cho dch v git
l.
Thng bo cho khch
bit cc chi ph pht

sinh.
Khung thi gian ca dch v:
Phi c cp trn nhn
mc qun o.
Lun c nhn mc trc.
Lch cung cp
dch v.
6/7 ngy trong tun. Lu khch nu c ngy
khng c dch v (Ch
nht?).
3. Danh mc
git l v git
kh ca
khch.
Cc danh mc khc nhau
vi 3 lin cho dch v git
thng, git kh v l.
Danh mc v ti git l lun
phi c khong trng
in s bung, tn, ngy
thng v ch k ca khch.
Hu ht cc danh mc u
c danh mc nh vi cc
hay git nht v gi c km
theo.
Cc danh mc v ti lun
phi y v sn c trong
bung khch dng.
Cc lin c cc mu sc
khc nhau.
Kim tra tn theo danh
mc.
Trn danh mc c ghi r
cc iu khon v trch
nhim.
Khch lun phi k vo
danh mc.
Cc l thng c
ch r trn mt danh mc
trong ct ring.
Ti thiu phi c 2 ti v 2
danh mc cho git
thng v git kh.
a li cho khch gi
mt lin.
tnh tin cho khch.
Trong trng hp git

thng hoc git kh b
li (phai mu, qun o b
co li).
Cng vic s 8: X l git v git kh ca khch
Phn vic s 8.2: Cch x l git l v git kh ca khch
1. Nhn git
l v git kh
ca khch.
Khch gi b phn L tn
hoc Bung hoc cn
git trong ti ng git
trong bung.
Nhn git t bung
khch hoc L tn v mang
n b phn lin quan (b
phn Bung hoc Git l).
Nu khch yu cu danh
sch v ti ng git.
Vo bung khch.
Nhn ti git.
Kim tra danh mc xem
in ng cha.
Kim tra cc yu cu c
bit.
Ri khi bung khch v
mang theo cn git ca
khch giao cho b phn
git l.
Gch dng nhn danh mc
git ca khch.
ca khch sn.
Nhn trc 9 gi sng.
Hi s bung khch ang
gi.
Nhanh chng i n bung
ca khch.
Lun kim tra xem s
bung c c ghi trn
danh sch v ti ng
khng.
C sn trong ngn ko
hoc trong t
sn trc khi ri khi
bung khch.
Tn khch, s bung, s
lng git trong ti v
ch k ca khch.
Dch v trong 1 gi hay
trong ngy.
Mt dch v b sung.
xc nh v tr bung
v tn khch.
thng bo cho b
phn Git l.
Danh mc v quy
tr nh gi t l cho
khch.
Tham kho Chng 4
Gio trnh Nghip V
Lu tr.
Trc 9 gi sng.
2. Tr git
thng v git
kh ca
khch.
Mang git n bung
khch:
Thng l sau 5 gi chiu.
S dng danh mc tr
git l ca khch".
Vo bung khch.
Qun o trn mc o.
Qun o trong ti hoc
trong gi ng.
Kim tra s git vi
danh mc tr git l ca
khch.
Kim tra danh mc xem bn
a n cc bung s
git l ca h cha.
Chuyn li danh mc tr
git l cho b phn Bung
cng vi lin git l v git
kh ca khch trong ngy.
Tun theo quy trnh ca
khch sn.
Danh mc kim tra cng ti
v mc o.
Kim tra s bung phi
c vit r rng.
m s bung, s ti v s
mc o.
Theo quy trnh khch sn.
Kim tra s bung.
Phi c treo vo trong
t, nh km mt bn sao
danh mc git l.
Phi c t trn bn
hoc trn ging, c danh
sch nh km.
Phi ph hp v ging
nhau. Gch i trn danh
sch tr git.
Bo co tht lc cho
gim st vin bit ngay.
Ghi ch trn danh mc ca
bn.
Mi git l tr phi
c gch i, c ghi r thi
gian tr. Nu khng hy
kim tra li v x l tip.
Chi ph s c chuyn
vo h s ca khch.
Chc chn rng bn
c git l ca
khch trong ngy
tr cho khch.
chc chn rng bn
mang ht cc git
l v git kh ca khch.
Xem s bung c ng
vi s bung ghi trn ti
git l, mc o v danh
mc khng.
lm theo.
kim tra v x l
trong trng hp c s
khc nhau.
Mc ch lu h s.
Bc Cch lm
Phn vic s 9.1:
CNG VIC 9. Dn v sinh KHNG thng xuyn
Bn phi c kh nng thc hin cng vic dn v sinh khng thng xuyn hng tun, hng thng hoc na nm theo cc
quy trnh v tiu chun ca khch sn.
Gii thiu:
Dn v sinh khng thng xuyn (Kin thc).
Cng vic s 9: Dn v sinh khng thng xuyn
Phn vic s 9.1: Dn v sinh khng thng xuyn (Kin thc)
1. Nhiu vt
v khu vc
khng yu
cu phi dn
v sinh hng
ngy.
Trng b
phn Bung
gi s theo
di.
Danh mc dn
v sinh khng
thng xuyn.
Vic dn v sinh ngn
nga cc vt hoc khu
vc ny khng b bn v
xung cp.
Mt s cng vic dn v
sinh khng thng xuyn
c thc hin bi cc cng
ty bn ngoi.
S theo di vic dn v sinh
khng thng xuyn.
C th khc nhau gia cc
khch sn.
Vic dn v sinh khng
thng xuyn c th c
p dng cho tt c bung
khch hoc mt khu vc
hay mt s bung khch
hoc ton b khu vc.
Hot ng ti nhng ni ny
s phi tm ngng tin
hnh dn v sinh khng
thng xuyn.
Trn bn bo co tnh trng
bung hng ngy ca bn.
Theo cc tiu chun ca
khch sn.
Hng tun, hng thng v
na nm.
Lau ra ca s v git
thm.
Cho mi bung hay cho
khu vc.
Theo cc hng dn v
min l cng vic c
hon thnh theo ng lch
nh trc.
Cho tng bung, cho mi
khu vc hoc mt nhim
v cho ton b khu vc.
c lm vo ma
vng khch.
Cc bung phi dnh ra
mt ngy khng cung
cp dch v dnh cho
cc cng vic v sinh
khng thng xuyn.
lp k hoch dn v
sinh mt cch thng
xuyn.
Ph thuc vo t l
bung c khch ca
khch sn.
2. Thit b. Cc bc thao tc an ton.
My git thm.
My c sn, my nh bng
sn.
Chi cn di.
My ht bi.
Cho cc vng trn cao.
Cho cc loi sn bng
thm, gch lt, g.
Lau bi trn cao vi dng
c chuyn dng cho ni
tht.
3. Cc cng vic
khng thng
xuyn ph
bin.
Lt m
Lau bi trn cao
Lau pha sau ni tht
Ht bi bc gh, m.
Lau qut hoc bn cc
nng ca my iu ha.
Git rm li v rm tm.
Lau tng, trn, n v
cc bc tranh.
Git thm*
C gch lt nh tm, bng
n v trn.
nh bng g
Lau ra bn trong v bn
ngoi ca s (ban cng)*
C tay vn ban cng.
Git chn / chn lng, tm
ph ging v tm lt
m.
Tt c cc khu vc v c
phi:
Khng c bi bn.
Khng c vt bn.
Khng c du vt.
Th dng cht ty bn.
Nu cc vt bn khng th
loi b c, hy bo co.
Mi nm 4 ln
Cng vic qu nng, tn

thi gian, nguy him
hoc yu cu kin thc
v k nng c bit.
Gi cho m c tt,
bn.
Lu : Du *: Cng c th
c thc hin bi nhn vin
khch sn hoc thu cng ty
bn ngoi.
Di chn xoay ln u v
mt di lt thnh mt trn.
CNG VIC 10. Loi b vt bn
Phn vic s 10.1:
Bn phi c kh nng nhn bit c cc loi vt bn khc nhau v cch x l chng bng cch s dng ng ha cht ty
ra v tun theo quy trnh ty ra.
Gii thiu:
Loi b vt bn (Kin thc).
Cng vic s 10: Loi b vt bn
Phn vic s 10.1: Loi b vt bn (Kin thc)
1. Cc s c c
th xy ra v
kt qu l to
ra vt bn.
Nhn vin dn bung v
khch c th gy ra vt bn.
Mt s vt bn c th lm
sch c. Cc vt bn
khc nh cht clo khng th
ty sch.
Khng c b qua vt
bn hoc lm cu th.
Lm theo cc ch dn, xin
li khuyn nu khng chc.
X l vt bn ngay, xc
nh vt bn trc, c gng
ty ngay cng k cng tt
trc khi c cc bin php
x l khc.
Di nc ton b khu vc
sau khi dng ha cht loi
b cht bn.
Lm kh b mt.
Cc vt bn s lm hng
sn phm v s b khch
lu .
Vt bn lm nh hng
n hnh nh ca khch
sn.
Tham kho Chng 7
Gio trnh Nghip v
Lu tr.
2. Cc vt bn
thng thy.
Vt bn do n (mt hoa
qu, trng).
Vt bn lng (c ph, tr v
ru vang).
Vt bn do trang im (son
mi).
Vt bn du m.
Vt bn t (t giy dp).
Ko cao su.
Gt sch ri dng nc
hoc cht ty lm
sch.
Gt sch ri lm nh trn.
Dng cht c bit ty
vt bn trang im.
Dng sc nng (bn l)
lm tan vt bn v giy
thm vt bn du m.
Ht bi (nu l vt bn
kh).
Lm lnh hoc phng
php c bit.
3. Cc phng
php loi b
vt bn.
Ngm vo cht lng.
Ch st.
Dng sc nng lm mm
vt bn.
Dng ha cht.
Ht bi.
Dng cc phng php n
gin trc (nc).
Dng cc loi ha cht ty
ra vt bn.
Dng bn l v giy.
i vi vt bn kh sch.
i vi vt bn hoc cht
bn ri.
Nu dng ha cht
ty ra, chng phi
c dn nhn
ng.
Sc kho v an ton
CNG VIC 11. i ph vi sinh vt gy hi
Phn vic s 11.1:
Bn phi c kh nng ch r li ch ca vic kim sot sinh vt gy hi, ngn nga s truyn bnh, nhn bit cc du hiu
truyn bnh v x l sinh vt gy hi hng ngy.
Gii thiu:
i ph vi sinh vt gy hi (Kin thc)
Cng vic s 11: i ph vi sinh vt gy hi
Phn vic s 11.1: i ph vi sinh vt gy hi (Kin thc)
1. Hiu bit v
cc loi sinh
vt gy hi
ph bin v
du hiu
truyn nhim.
Loi gm nhm: chut
cng, chut nht v cc loi
a phng.
Loi c cnh: gin, rui,
mui, nhn, cn trng v
cc loi a phng.
Cn trng: b cnh cng,
kin, mi, chy rn, ve v
cc loi a phng.
Loi chim: b cu, qu v
cc loi a phng.
Ch/mo: ng vt nui v
loi hoang d.
Khng thc n hnh
lang hoc gi quy phc
v.
Bo co ngay cho ngi
gim st. Khng i qu
lu mi x l sinh vt gy
hi.
Dng thuc c hoc by.
Dng bnh xt xt vo
bung chng loi c cnh
v cn trng.
Xt bng bnh xt dit cn
trng.
ng ca s v bo co
cho ngi gim st.
Khng cho chng n tr khi
c php.
Bo co cho ngi gim
st.
Tun theo cc ch dn ca
khch sn.
Chut cng c th mang
bnh, chut nht c th
gy nguy him (cn dy
cp, g).
S truyn nhim do sinh
vt gy hi l nghim
trng, c bit l vng
nhit i v kh hu m
thp.
Khch c th b cn
hoc b t.
Theo quy nh ca
khch sn.
2. Cch phng
nga sinh vt
gy hi.
Cc khch sn thng s
dng dch v ca cc cng
ty chuyn kim sot sinh vt
gy hi dit tr v phng
trnh ly nhim.
Gi cho xe y v khu vc
phc v ca bn lun sch
v khng c n.
Xt bung, hnh lang v
cc khu vc phc v hng
tun hoc hng thng.
Khng rc qua m,
hy chng i.
Khng n trong khu
vc phc v hoc cc hnh
lang.
Khng n thc n trong
bung, hnh lang hoc khu
vc phc v.
Phn vic s 12.1:
Phn vic s 12.2:
CNG VIC 12. Dn v sinh khu vc cng cng
Bn phi c kh nng dn cc khu vc cng cng mt cch c h thng, v sinh v an ton nh mt phn quy trnh dn v
sinh hng ngy ca bn.
Gii thiu:
nh ngha khu vc cng cng (Kin thc)
Quy trnh dn v sinh khu vc cng cng
cng vic 12. dn v sinh khu vc cng cng
Ht bi hnh lang Lm v sinh khu vc
thang my
Lm v sinh cu thang b
thot him
1 2 3
Cng vic s 12: Dn v sinh khu vc cng cng
Phn vic s 12.1: nh ngha khu vc cng cng (Kin thc)
1. Khu vc cng
cng.
Thut ng khu vc cng
cng ch tt c cc khu vc
m khch v mi ngi ni
chung c i li.
Dn v sinh cc khu vc
cng cng ny l mt phn
ca quy trnh hng ngy ca
mt nhn vin Bung.
Cc khu vc gn bung
khch sn thuc trch
nhim ca nhn vin
Bung.
Cc khu vc cng cng
phn nh hnh nh v s
sch s ca khch sn.
Tham kho Chng 6
Gio trnh Nghip v
Lu tr.
2. Cc khu vc
cng cng
bao gm.
Hnh lang dnh cho khch.
Khu vc snh ca mi tng
v hnh lang dn n
bung khch trong khu vc
ca bn.
Thang my dng khu vc
ca bn.
Thang b v ca t khu vc
ca bn n tng tip theo.
Li i n bung ca
khch.
Bao gm gng, cy cnh,
cc bc tranh, gt tn v
ni tht trong hnh lang
dnh cho khch.
Bao gm c ca thang
my.
Ca thot him v cu
thang b ln xung.
Cc khu vc ny do
khch s dng v nhn
thy hng ngy, do vy
chng cn phi sch,
khng c bi bn v
hot ng tt.
3. Khu vc hnh
lang v snh.
Thm: Chia hnh lang
thnh hai na theo chiu
di.
Sn cng (lt gch, lt
hoc b tng).
Thm chng trt sn.
Ht bi.
Dn sch mt na sau
dn na kia.
Dng bin bo khi lau dn
khu vc hnh lang v snh.
Qut, lau bi v lm sch
bng cy lau nh hoc
khn lau sn.
Loi b cc vt bn v cht
bn.
Ht bi hng ngy.
cho khch i li mt
cch an ton.
cho khch v nhn
vin khch sn khng b
trt hoc ng.
Khu vc i li nhiu.
Hiu bit v cc ha
cht ty ra.
Hiu bit v thit b.
4. Cy cnh v
hoa ti.
Theo cc quy trnh ca
khch sn. Kim tra nc
hng ngy.
Kim tra l v hoa.
Lau bi v ra sch l cy.
Lau sch bn ngoi chu/
bn cy cnh.
Ti nc v nc tha
i.
Loi b l kh v hoa ho
thng xuyn (mi tun
mt ln).
Loi b vt bn v vt vn
tay. L cy phi sng bng.
Ngn nga mi kh
chu.
Cy, hoa kh hoc cht
trng khng p.
Ra bi bm trn cy.
Khch lun lun nhn
thy.
Tham kho Chng 8
Gio trnh Nghip v
Lu tr.
5. Lau ra knh,
gng v ca
s.
Bng khn mm v nc
ra knh.
Khng dng cht n mn
ln knh.
Khn phi sch.
Loi b rc, bi v vt vn
tay.
Knh s b xc.
Khch s nhn vo
gng.
Gng thng t khu
vc khch ch c mt
ngi i li cao.
Cng vic s 12: Dn v sinh khu vc cng cng
Phn vic s 12.2: Quy trnh dn v sinh khu vc cng cng
1. Quy trnh v
cc bc dn
v sinh khu
vc cng
cng.
Theo cc bc an ton.
Kim tra bo co tnh trng
bung bit c nhu cu
dn v sinh b sung.
Dn khi khch cha ra khi
bung v sau thi gian tr
bung.
Kim tra k cc vt bn, ti
sn tht lc v cc vn
cn bo dng.
Kim tra cc bng n.
Ch cc ni sau rm, sau
lng gh v bn di thng
rc.
m bo rng cc bc
tranh c treo cn i v
khng c bi bn. Khng c
vt bn, vt ngn tay trn
bnh hoa v gng.
Cc khu vc cng cng
phn nh hnh nh v s
sch s ca khch sn.
Gim thiu cc bt tin
cho khch v nhn vin.
Cc bc an ton.
Theo quy nh ca
khch sn.
Tham kho Chng 6
Gio trnh Nghip v
Lu tr.
2. Hnh lang
dnh cho
khch.
Cc bc:
Thu nht rc.
cc gt tn v thng rc.
Lau bi cc bc tranh,
ni tht, tay nm ca, tay
vn cu thang b.
Ch n cc cy cnh v
hoa (lau bi, lm bng), ti
nc theo hng dn.
Lm sch tm thm chi
chn.
Ht bi hnh lang trong khu
vc ca mnh.
B vo ti rc.
Chc chn rng khng c
u mu thuc ang chy.
Bao gm bn ngoi ca v
tay nm ca ca cc bng
khch.
Loi b l kh v mnh vn
trong cc bn cy cnh.
Hng ngy phi bi cho cc
bng hoa la gi.
Hng ngy, dng bin bo
an ton.
Gim thiu s bt tin cho
khch v nhn vin.
Ngn nga ha hon.
Trnh ly nhim vi
khun (cc tay nm ca
c khch chm tay
vo nhiu nht).
Cc ni i li nhiu.
Cc tm thm chi chn
c thit k gi li
ct v cht bn.
Phng nga cc nguy
c.
Cc bc phng
trnh ha hon.
Theo quy nh ca
khch sn.
Bc Cch lm
3. Thang b
thot him
khn cp.
Nu thang b c tri
thm th ht bi.
Nu thang b c lt gch
th qut v sau lau sn v
cc bc cu thang.
Lau v phi bi cc bin
bo thot him v cc tay
nm ca.
Lau ca knh hoc ca s.
Ht bi cc tm chi chn
hng ngy.
Loi b cht bn, vt bn,
ct.
Dng bin bo nguy him.
Dn t trn xung, lau dn
sn v tay vn cu thang.
Khng c chng ngi vt
nh chi hay cc thit b
khc ti cc li thot him.
Gim thiu cc bt tin cho
khch v nhn vin.
Khng c vt hoc vt xc
trn b mt.
Cc ca thot him phi
lun thong, khng c
chng ngi vt.
cho khch i li an
ton.
nhn vin v khch
khng b trt ng.
An ton ha hon.
Theo quy nh ca
khch sn.
4. Khu vc
thang my.
Theo cc quy trnh ca
khch sn.
Thu nht rc.
gt tn v thng rc.
Lau dn ca thang my bn
ngoi, bng iu khin,
khong tng gia cc
thang my.
Lau cc khe ca ra vo.
Ht bi thm.
Lau bi cc bc tranh,
ni tht, bn, cc k
trng by, tng v gng.
Phi c thc hin hng
ngy.
Khng c thuc l ang
chy.
Khng c bi, m v vt
tay.
Khng c bi, m, vt v
du vn tay.
Hnh nh ca khch
sn.
Khu vc i li nhiu.
Phn vic s 13.1:
Phn vic s 13.2:
Phn vic s 13.3:
Phn vic s 13.4:
CNG VIC 13. S dng in thoi
Bn phi c kh nng tr li, chuyn v thc hin cc cuc gi, ghi li cc tin nhn theo cc tiu chun ca khch sn.
Gii thiu:
Tr li in thoi
Chuyn cuc gi
Ghi li li nhn
Quy trnh nhn tin/b m
Cng vic s 13: S dng in thoi
Phn vic s 13.1: Tr li in thoi
1. Nhc ng
nghe khi
chung in
thoi reo.
Nhc bng tay phi hoc
tay tri. a u nghe ln
tai v ni vo phn thu m.
Tun theo cc ch dn ca
khch sn khi tr li in
thoi.
Lun t gii thiu mnh.
Lun nh rng c th khch
hoc ngi bn ngoi
ang gi in thoi n.
khch sn v s dng in
thoi v ai l ngi m bn
phi gi trc tin trong
trng hp khn cp.
Nhc in thoi trong vng
3 ting chung.
C trong tay danh mc cc
s in thoi khn cp v
cc s my nhn tin.
Cn nh cc s in thoi
ca vn phng b phn
Bung v ca ngi gim
st.
Cho hi, t gii thiu bn
thn v b phn mnh lm
vic mt cch chnh xc.
Trong cc tnh hung
khn cp, thi gian c
th c tnh bng giy.
bn khng qun l
phi gi cho ai.
ng ngh rng bn
bit ai ang gi n.
Tham kho Chng 9
Gio trnh Nghip v
Lu tr.
iu quan trng cn
bit l liu bn c
c php tr li in
thoi ca khch khi
ang trong bung
khch khng.
Theo quy nh ca
khch sn.
2. Tr li in
thoi.
Lun tr li bng li cho:
Xin cho (bui sng, bui
chiu hoc bui ti).
T gii thiu b phn mnh:
b phn Bung.
T gii thiu mnh: Thy
ang nghe
Cu hi m ngi gi ang
i: Ti c th gip c
g?
Lng nghe cu hi hoc cu
chuyn ca ngi gi hoc
ca khch.
Khi kt thc: lun cm n
ngi gi hoc khch v
cuc gi: Cm n v gi
cho b phn Bung.
Tr li mt cch chuyn
nghip, thn thin v ng
phong cch kinh doanh.
Ni to v r rng.
Kim tra ngn ng s dng
v tun theo quy trnh ca
khch sn.
Lun c giy bt bn cnh
in thoi ghi li li nhn
hoc ghi ch.
Lun hi v s bung v
ghi li.
Hi r thng tin v nhc li
cho khch m bo
thng tin chnh xc.
Gc my sau khi ngi gi
hoc khch gc my.
Ngi gi bit v nghe ai
ang tr li in thoi v
bit c h gi n
ng b phn cn gi.
Gip bn nh thng tin
c th x l tip.
ghi li cc cuc gi
in thoi.
Th hin tnh chuyn
nghip cao.
Bc Cch lm
Phn vic s 13.2: Chuyn cuc gi
1. Khi no th
chuyn cuc
gi.
y l mt
quy trnh
c dng
trong vn
phng b
phn Bung.
Khi ang lm
vic trong
bung khch,
chung in
thoi reo v
bn nhc
my, chuyn
cuc gi tr
li cho nhn
vin trc tng
i.
Khi ngi gi hoc khch
gi nhm s hoc nhm b
phn cn gi.
Khi bn khng th gip g
c cho khch hoc ngi
gi, bn phi chuyn cuc
gi n mt s my l khc.
Ch chuyn mt cuc gi khi

thc s cn thit.
Tun theo cc bc chuyn
mt cuc gi.
Khng ngh li li
nhn.
Thng bo cho ngi gi
bit bn l Nhn vin dn
Bung v bn s chuyn
cuc gi cho nhn vin tng
i.
khch sn.
Chc chn rng bn nghe
r cu hi hoc khi khch
yu cu chuyn cuc gi.
Lun ngh ghi li li
nhn hoc tr li rng nhn
vin khc ca khch sn s
gi li cho khch hoc
ngi gi.
Khch li phi i v i
khi chuyn cuc gi
khng c.
Tham kho Chng 9
Gio trnh Nghip v
Lu tr.
Theo quy nh ca
khch sn.
iu quan trng cn
bit l liu bn c
c php tr li in
thoi ca khch khi
ang trong bung
khch khng.
Bc Cch lm
2. Chuyn cuc
gi.
Thng bo cho ngi gi
bit bn ang chuyn cuc
gi.
ngi gi ch.
Quay s my l cn thit.
Thng bo ngn gn cho
ngi nhc my.
To ng kt ni.
Nu kt ni thnh cng th
gc my.
Nu vic chuyn cuc gi
khng thng sut hy hi
ngi gi xem c tip tc
ch hay mun c gi li
sau.
Thng bo cho ngi gi
rng h s c gi li.
Lun gii thch bn s
chuyn cuc gi ti ai,
thuc b phn no trc
khi chuyn cuc gi.
Thng bo cho khch hoc
ngi gi bit rng bn s
chuyn vo ch ch.
Bit v s my l.
Tn ngi gi v ni dung
cuc gi. Cn lm nhanh
gn.
Trc ht thng bo cho
khch bit l bn ang
chuyn cuc gi.
Cm n ngi gi v ch
v thng bo cho ngi gi.
Chuyn cuc gi sang ch
ch v th li ln na.
Vit s in thoi v s
my l ca ngi gi, tn,
thi gian cuc gi v li
nhn.
Gc in thoi sau khi
ngi gi gc my.
Nu khng khch hoc
ngi gi khng bit
vic g ang xy ra hoc
h gi my m khng
nghe thy g.
bit ngi m bn
cn chuyn cuc gi.
V c th l mt cuc
gi t nc ngoi.
Bc Cch lm
Phn vic s 13.3: Ghi li li nhn
1. Ghi li li
nhn trong
vn phng b
phn Bung.
Quy trnh ny
khng dnh
cho vic ghi
li hoc nhn
li nhn cho
khch khi bn
ang lm vic
trong bung
khch.
Lu :
Hng dn
khch lin h
vi tng i
hoc chuyn
cuc gi cho
nhn vin
tng i.
Khi ngi gi mun li li
nhn hoc h c yu cu g
hoc h a cho bn
nhng ch dn.
Ghi li nhng chnh.
m bo li nhn c
chuyn i hoc c lm
theo.
Thng xuyn kim tra xem
cc li nhn c thc hin
cha.
Bn giao li li nhn v cc
ch dn.
khch sn, lun c sn bt
v giy hoc ghi vo S
ghi li cc cuc gi n
Vit ra:
- Ngy v gi
- Tn v s bung
- Tin nhn
- K tt hoc tn ca bn
Gi tin nhn n cui ca
lm vic.
Ghi ch chuyn vo s
theo di sau khi tin nhn
c chuyn.
Vo gia ca v trc khi kt
thc ca lm vic.
Vi ghi ch tin nhn hoc
cc ch dn trong tnh trng
ch hoc ang c thc
hin.
Lit k tt c cc cuc
gi lm theo
iu ny rt quan trng.
Dnh thi gian m
bo tnh chnh xc.
bn khng qun.
Tham kho Chng 9
Gio trnh Nghip v
Lu tr.
Theo quy trnh ca
khch sn.
Trong vng 15 pht
Bc Cch lm
Phn vic s 13.4: Quy trnh nhn tin/ B m
1. My nhn tin. My nhn tin l mt chic
my nh dng lin lc vi
mt nhn vin Bung trong
ca lm vic bng ting
chung bpv/hoc tin
nhn.
My nhn tin c eo vo
tht lng hoc b ti qun.
khch sn
Kim tra my nhn tin trc
khi vo ca lm vic.
Tt v bt kim tra
ting ku, n v mn hnh.
Treo vo dy eo cha kha
v gn vo tht lng hoc
D dng v khng mt
nhiu thi gian tm
c bn.
khng b mt.
Xem Phn vic 1.7
ca quyn ny.
2. Quy trnh:
Khi c n
bo hoc
ting chung.
Ly my nhn tin ra khi
tht lng.
Trc ht tt ting chung.
c mn hnh xem m s,
tin nhn hay cn gi cho ai.
i n in thoi gn nht
v bm s.
T gii thiu phng ban v
tn ca bn.
m lng khng to qu,
nhn tin trong vng 30 giy.
Trong vng 1 pht.
Hiu r cc m s v
ngha ca chng.
Bit r cc s my l, nu
khng th gi v vn phng
b phn Bung hoc tng
i.
B phn Bung v tn bn.
C th khn cp.
Bc Cch lm
3. B m. Mt thit b sng v tuyn
nh dng lin lc 2
chiu.
Cc nguyn tc ging nh
nhn tin.
Gi cho m lng mc
chp nhn c.
Chuyn sang knh ca b
phn Bung.
Phng tin lin lc
nhanh v hiu qu.
S dng theo quy
nh ca khch sn.
Xem Phn vic 1.7
Ghi r li nhn hoc ch
dn.
Gc my.
Bt li my nhn tin.

Tr li my nhn tin vo
cui ca v k vo s bn
giao.
C sn bt v giy.
Nu my nhn tin khng
hot ng. Sau s dng
nu my hot ng tr li.
Bc Cch lm
Phn vic s 14.1:
Phn vic s 14.2:
CNG VIC 14. X l vic chuyn/i bung
Bn phi bit nhng vic cn lm v cch gii quyt vic chuyn bung cho khch v cc vt ca h, theo cc tiu chun
ca khch sn.
Gii thiu:
Cch x l vic chuyn/i bung
Cch x l vic tr bung mun
Cng vic s 14: X l vic chuyn/i bung
Phn vic s 14.1: Cch x l vic chuyn/i bung
1. Chuyn hoc
i bung.
Chuyn khch v ti sn
ca h n mt bung trng
sch khc ca khch sn.
Theo cc quy trnh ca
khch sn.
C l do khch phi
hoc mun chuyn n
bung khc.
Thng gy bt tin cho
khch.
Tham kho Chng 5
Gio trnh Nghip v
Lu tr.
Cc nguyn do khch
hoc khch sn chuyn
bung cho khch c lit
k di y:
X l vic chuyn bung
vi s quan tm v ch
c bit.
Vic i bung phi c
thc hin nhanh chng v
tri chy.
Lun cng
ngi gim
st kim tra
trc bung
mi v thi
gian chuyn
bung.
bo dng hoc sa
cha cc h hng khng th
thc hin c ngay.
Khch phn nn v bung
ang .
Khch sn cn bung cho
khch mi n hoc v cc
l do hng hc v bo tr.
Nhn vin L tn v nhn
vin Bung quyt nh vic
chuyn bung.
Bn nn thc hin vic
chuyn bung vi s gip
ca gim st vin, nhn
vin an ninh v nhn vin
trc snh.
ca khch sn v khch
phi lun trong khi
chuyn cc ti sn ca h.
Nu khng: khch phi
ng gi ti sn ca h li.
Khng c ca m khi
bn i khi bung.
Bung m khch va tr
phi c a ngay vo
danh mc bung trng
bn.
V l do an ninh cho bn
v chc chn rng ti
sn ca khch khng b
tht lc.
V l do an ninh.
Bung phi c kim
tra trc v dn li.
Bc Cch lm
Cc bc:
1. Trc tin kim tra
bung trng sch m
khch sp chuyn n.
2. Gi s tr gip
chuyn cc ti sn v
hnh l ca khch.
Nu khch ang trong 3.
bung, bn c th
ngh gip khch ng
gi c.
4. C s tr gip ca nhn
vin trc snh mang
vc hnh l, cc valy v
qun o ang treo n
bung mi.
5. Cc c ri nn
c b vo trong mt
ti.
Kim tra ton b bung 6.
hin ti xem c st
ca khch trc khi ri
khi bung.
7. i cng khch v nhn
vin trc snh n
bung mi.
Bung trng sch theo tiu
chun.
Hnh l v cc valy to.
Khng ng vo hoc
ng gi cc ti sn c
nhn gi tr (my tnh, tin,
trang sc).
cc valy to v qun o
treo ln xe ch hnh l.
C th l ti nha hoc ti
git l.
Ngn ko, t, phng tm,
gm ging, kt st v
qun o ng.
M ca bung.
Chc chn rng bung
sn sng n
khch.
C th qu nng hoc
qu nhiu.
K c khi c khch
trong bung.
Khch t x l.
cho nhanh.
D mang i.
2. i bung.
Bc Cch lm
8. Gip khch d c
v ti sn ca h.
9. in vo bng tnh trng
bung ca c bung c
v mi. Chuyn t
bung c khch sang
bung trng bn v
bung trng sch thnh
bung c khch.
ngh c treo qun o
vo t cho khch.
Bung c: trng bn
Bung mi: c khch
(chuyn bung).
Ghi li gi ri khi bung
c.
Bc Cch lm
Cng vic s 14: X l vic tr bung mun
Phn vic s 14.2: Cch x l vic tr bung mun
1. Nh th no l
tr bung
mun.
Khch c php ri khi
bung mun hn thi gian
quy nh tr bung ca
khch sn. Gi tr bung
tiu chun c th khc
nhau, t 12 gi n 13 gi.
Trng b phn L tn s
quyt nh vic tr bung
mun v thi gian tr
bung.
Tun theo cc quy nh
ca khch sn.
Bit r v thi gian tr
bung tiu chun ca
khch sn.
Bung s c dn v sinh
theo tiu chun ca khch
sn.
Khng c ha vi khch
v vic tr bung mun.
Nu khch ni h tr
bung mun, hy thng
bo cho ngi gim st.
Khch VIP, phi hnh
on hoc yu cu c
bit.
Ty thuc vo mc
s dng bung trong
khch sn.

Bc Cch lm
2. Tr bung
mun.
Cc bc:
Nu c lit k trong 1.
bo co t nh trng
bung, hy kim tra gi
tr bung mun.
2. Nu khch ri khi
bung trong ngy, bn
c th dn bung.
3. Nu khch vn ang
trong bung: khng lm
phin khch.
4. Hy kim tra bung li ln
na 15 pht sau gi tr
bung mun.
Bn c th tin hnh dn 5.
v sinh bung.
6. Nu khch vn cha ra
khi bung khi bn ht
ca lm vic.
Phi c gi tr bung.
LCO = tr bung mun.
Sa li ging (khng thay
ga ging) v b sung
khn tm.
M rm ca v thng
rc, gt tn.
Kim tra li sau .
Nu bn buc phi lm
phin khch, hy hi
khch cho php vo bung
dn.
m bo rng bung
trng v khng cn c
qun.
Tun theo tiu chun v
quy trnh ca khch sn.
in vo bo co tnh
trng bung: tr bung
mun v thi gian.
C th khch ang ng.
S dn bung sau .
Ch khch lu tr
trong ngy.
Ca lm vic bui ti s
tip qun cng vic v
thng bo cho b phn
Bung.
Ty thuc vo chnh
sch ca khch sn.
Bc Cch lm
Phn vic s 15.1:
Phn vic s 15.2:
Phn vic s 15.3:
CNG VIC 15. Chm sc khch
Bn phi c kh nng hiu v tr li cc yu cu ca khch thng qua vic giao tip c bn bng ting Anh vi khch, theo
cc tiu chun ca khch sn.
Gii thiu:
Chm sc khch (Kin thc)
X l phn nn ca khch
Cc t ting Anh (Kin thc)
Cho khch
cng vic 15. chm sc khch
Tr li cu hi ca khch Lng nghe v tr li khch
mt cch lch s
1 2 3
Cng vic s 15: Giao tip vi khch
Phn vic s 15.1: Chm sc khch (Kin thc)
1. Chm sc
khch v
khch hng.
Chng ta c gng p ng,
h tr v gip khch
cng nhiu cng tt theo
cc tiu chun ca khch
sn.
Bn gp khch trong lc
lm vic (trong thang my,
hnh lang hoc trong bung
khch sn).
ca khch sn.
Cho khch (bui sng,
chiu hoc ti). Ti c th
gip g c Ngi?
Khch l nguyn do
chng ta kinh doanh
khch sn v y l
ngnh kinh doanh dch
v.
Tham kho Chng 9
Gio trnh Nghip v
Lu tr.
Tip xc vi
khch bao
gm:
Nghe mt cch cn thn.
Nhc li nu cn thit.
Khng ngt li khch.
Th hin thi tt.
Nhn khch v mm ci.
Mi cu hi phi c x
s nh ln u tin bn
nghe thy.
S kh hiu khch v h
s dng ngn ng khc.
Khch to ting. Trong trng hp khch
tc gin, bun hoc to
ting, bo ngay cho ngi
gim st.
C th khch bc mnh
hoc c g khng n.
m lng ging ni. Ni chm v r rng
Lun ni Ngi hoc Qu
B.
Khch nh gi cao n
lc ca bn.
Nghe:
Vic u tin bn lun lm l:
2. Nu bn
khng hiu
khch.
Cc bc:
1. a cho khch t giy v
cy bt.
2. ngh khch vit s
bung ca h v cc yu
cu.
3. Yu cu ngi gim st
gip bn tr li yu cu
ca khch.
Giy trng v c biu
tng ca khch sn.
S dng ting Anh c bn.
Cm n khch v ngay lp
tc p ng yu cu ca
khch.
tm cch gip khch.
C th rt kh hiu
khch.
C gng ni bng ting Anh
v khng s mc li.
Nhc li cc cu hi ca
khch.
Thng bo cho khch vic
bn sp lm.
Ngn ng hnh th.
Lun nhn thng vo khch
khi bn hoc khch ang
ni.
Gt u c ngha l bn
ang nghe khch ni.
Khng quay lng li hoc
b i khi khch ang ni vi
bn.
ng ng cch.
Nh mt s t ting Anh c
bn.
Hi, v d bao nhiu khn?
Gi cho ngi gim st, i
ly cc vt cn thit v
thng bo cho khch bn
s tr li sau.
ng thng v quay mt
v khch.
Giao tip bng mt v mm
ci.
chc chn rng bn
hiu.
S dng cu hi m bt
u vi ci g, khi no,
u, ti sao tm ra
vn khch cn.
Cc biu hin trn nt
mt c th gip bn hiu
c khch.
Phn vic s 15.2: X l phn nn ca khch
1. Phn nn ca
khch.
Cc bc 1-8 Cch x l
phn nn ca khch:
1. Tp trung lng nghe.
Cm n khch v cho
bn bit s vic.
2. Nhn khch v gt u.
a khch n mt gc
yn tnh trong hnh lang
hoc trnh xa ng i
ca khch khc.
3. Hi s bung v tn ca
khch
4. Ghi li
5. cho khch kt thc li
phn nn.
6. Thng bo cho khch
bit vic bn c th hoc
sp lm i vi phn nn
ca khch.
7. Theo di gii quyt li
phn nn (bn hoc
ngi gim st).
8. Nu bn vn khng hiu.
ca khch sn.
Cho khch: xin cho
(bui sng, bui chiu
hoc ti).
Ti c th gip g c cho
ngi?
Nhn khch v mm ci.
Gi tn khch nu c th.
Lun ni Qu khch.
Ni chm ri.
Nh cc t ting Anh c
bn.
Cm n khch cho bn
bit s vic.
Gi ngi gim st ngay v
thng bo v li than phin
ca khch.
Kim tra k cng khch.
Gi ngi gim st hoc
vn phng b phn Bung
gip .
L mt phn ca s
chm sc khch.
C th khch ang bc
mnh hoc c g
khng n.
Khch nh gi cao n
lc ca bn.
Cc biu l trn nt mt
c th gip bn hiu
c khch.
m bo khch hi
lng.
gii quyt vn .
Tham kho Chng 9
Gio trnh Nghip v
Lu tr. iu bn lun lm trc tin:
Phn vic s 15.3: Cc t ting Anh (Kin thc)
1. Cc t ting
Anh hay dng
nht trong b
phn Bung,
bao gm cc
t k thut:
Xin cho Qu khch (bui
sng/ bui chiu/ bui ti)
y l b phn Bung.
Ti xin li, ti s tr li sau.
Khi no Qu khch tr
bung?
Lc no Qu khch ri khi
bung?
S bung ca Qu khch?
Tn Qu khch l g ?
Cm n Qu khch.
Chc Qu khch mt ngy
vui v.
Xin Qu khch ng bn
tm v iu .
C bao nhiu khch trong
bung ca Qu khch?
Qu khch cn thm my
chic khn tm na?
C chn d phng trong t.
Tivi c iu khin t xa.
Gi tr bung l 12:00 gi
hoc 13:00 gi.
Chng ti cung cp chai
nc cho khch.
Xin ng ung nc t vi.
Chc chuyn i th v v hy
vng c n tip Qu
khch ln sau.
Lun cho khch trc.
Gi tn khch (nu bit).
Lun ni n tn b phn
ca bn.
Mt cht ting Anh s
gip bn giao tip vi
ngi nc ngoi trong
khch sn ca bn.
Tr li hu ht cc cu
hi chung.
S dng cc cu hi m
trong giao tip vi
khch.
Phn vic s 16.1:
Phn vic s 16.2:
Phn vic s 16.3:
CNG VIC 16. Kt thc ca lm vic
Bn phi c kh nng dn v sinh, chun b v ct thit b bung, cc cng c v dng c dn v sinh cho ca lm vic tip
theo, theo cch chuyn nghip v v sinh.
Gii thiu:
Tm quan trng khi kt thc ca lm vic (Kin thc)
Cc bc kt thc ca lm vic t 1-16
Cc bc kt thc bn giao cui ca t 17-24
cng vic 16. kt thc ca lm vic
B sung c ln xe y
c lm sch
ti bi trong my ht bi
y cc chai cht ty ra Tr li cha kho
v my nhn tin
Lau ra dng c nh
K nhn tr cha kHO
v my nhn tin
1 2 3
4 5 6
Cng vic s 16: Kt thc ca lm vic
Phn vic s 16.1: Tm quan trng khi kt thc ca lm vic (Kin thc)
1. Tm quan
trng khi kt
thc ca lm
Lp k hoch tt v chuyn
nghip, trong vic kt thc
ca lm vic.
Lp k hoch tt l lm
c mt na phn vic cho
ca hoc ngy lm vic tip
theo.
Cng ging nh khi
chun b lm vic, kt
thc ca lm vic cng rt
quan trng.
Xe y. Sp xp v ct xe y v
thng cha .
Sn sng s dng, xp y
theo tiu chun cho ca lm
vic tip theo.
Ct khu phc v.
Tit kim thi gian bui
sng nhn cc
nguyn liu t kho v
bt u ca lm vic.
Thit b. Sp xp v ct thit b, cng
c v dng c dn v sinh.
Kim tra cc thit b.
Hot ng tt.
Thng bo cho b phn
Bo tr nu c hng hc.
Trong trng hp khn
cp (nh vic tr bung
t xut) hoc cho ca
lm vic bui ti hoc
cho ngi lm vic thay
bn (nu ngy mai l
ngy ngh ca bn).
Cc dng c
v khn.
Phi kh v ct cc dng c
v khn nu chng m v
t.
Trong khu phc v, sau khi
dn v sinh.
chun b cho ca sau.
ngn nga s pht
trin ca vi khun gy
hi v mi kh chu khi
bo qun.
Phn vic s 16.2: Cc bc kt thc ca lm vic t 1 -16
1. Thc hin quy
trnh sau khi
kt thc ca
lm vic ca
bn.
Cc bc ny
c thc
hin trong
khu phc v
ca khch
sn.
Cc bc kt thc ca lm
vic t 1-16:
1. Ct xe y trong khu
phc v.
2. thng rc.
Mang vi bn tn li 3.
t ca ngy/m i.
4. Kim tra cc tht lc
v tm thy.
5. Lau cc gi trn xe
y.
6. B sung c ln xe
y, dng danh mc
kim tra.
7. ti bi trong my ht
bi.
ca khch sn.
Dng vo tng.
rc vo ni quy nh.
Mang n phng git l.
Kim tra vi b rch v
ring ra.
B vo ti nha c gn ch
thch. Khng khu phc
v.
Lau bng khn sch m.
S lng ti thiu theo tiu
chun ca khch sn, xp
cung cp cho khch,
vi v khn tm gn gng.
Thay, lau sch bn ngoi
v ct gn gng.
Khng c bi hoc cht
bn.
lm sch, ct v
chun b cho ca lm vic
tip theo.
V l do v sinh.
Sn sng cho ca lm
vic hoc ngy sau.
my hot ng tt.
Quy nh v c
tht lc v tm thy.
Bc Cch lm
8. Loi b tc qun vo
chi, bn chi v tm lt
sn.
9. Ra v ct chi, bn
chi v cc khn lau
sn.
10. Ra chi c bn cu
11. Git khn lau, cy lau v
vt kh.
12. Ra sch x ng cy
lau.
13. Qut v lau m sn nh
khu phc v.
14. y cc chai cht ty
ra.
15. in vo phiu yu cu.
16. Tt n, ng v kha
ca khu phc v.
Bng cht ty ra trung
tnh, chng cn xung cho
kh.
Bng nc nng pha cht
kh trng.
Chuyn b phn git l.
p xung cho kh.
Bng chi v cy lau sch.
cho s dng ca mt ca
theo hng dn, ng cc
chai v hp li.
Cho ca sau.
S lng ti thiu v mc
dng trung bnh.
Chc chn rng cc thit b
v nguyn liu c ct
ngn np, kim tra ca
kha cha.
Ngn nga vi khun gy
hi.
V l do v sinh.
V l do v sinh.
Nu c th.
Tit kim thi gian cho
bui sng hm sau .
V l do an ninh v tit
kim nng lng.
Bc Cch lm
Phn vic s 16.3: Cc bc kt thc bn giao cui ca t 17 - 24
2. Thc hin
quy trnh sau
khi kt thc
ca lm vic
Cc bc
17- 24 c
thc hin
vn phng b
phn Bung.
Cc bc 17 - 24:
17. Tr li cha kha v my
nhn tin.
18. K nhn tr cha kha v
my nhn tin.
19. Tr li bng tnh trng
bung v k nhn.
20. Tr li cc phiu yu
cu bo dng v cc
phiu ngh b sung
thit b/dng c.
21. Tr li cc c tht
lc v tm thy.
Tun theo tiu chun ca
khch sn.
Bn giao li cho Gim st
vin hoc T trng t
Bung.
Bn giao li cc thng tin
trong ca lm vic.
Tn, ch k v thi gian.
Tt c cc bung trong khu
vc ca bn phi c lit
k v in y , vi cc
nhn xt v thi gian dn
v sinh.
Kim tra xem s bung v
m t v tnh trng thit b
c c ghi trn phiu
khng.
lu gi v dng cho
ngy tip theo. Tn v tng
phc v.
Trong ti nha c ghi s
bung v ngy gi.
Lun li ti khch
sn.
V l do lu tr.
kim tra v nhp vo
my tnh v lit k
cc nhn xt.
lp k hoch v thc
hin sa cha.
Khng c mang ra
khi khch sn.
Theo quy nh ca
khch sn.
Bc Cch lm
22. Xem lch lm vic.
23. Thay sang thng phc.
24. Ghi gi vo my chm
cng.
bit lch lm vic mi v
cc thay i.
Tr li ng phc theo quy
nh ca khch sn hoc
treo trong t c kha.
t th tn ca mnh vo t
c nhn c kha.
My t ti li ra dnh ring
cho nhn vin.
bit chc chn khi
no bn phi lm vic.
Khng c ri khch
sn khi vn mc ng
phc tr khi bn c
cho php.
qun l thi gian lm
qu gi v tnh tng thi
gian lm vic cho nhn
vin.
Bc Cch lm

1. Nghiệp vụ Buồng

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TIU CHUN KY NNG NGH

DU L|CH VIT NAM

Bn cnh ti liu Tiu chun k nng ngh, D n cung cp cc phng

D n Pht trin Ngun nhn lc

Khch d nhn bit.

in vo bng bng bt ch.

Nhn bit cc thng tn

V l do v sinh. Theo quy nh ca

Tin li khi mang vo

Tun theo cc quy trnh

khch khi vo bung l

thy bung sch, ngn

Phn vic s 5.11:

bit cc chi ph pht

Trong trng hp git

Cng vic qu nng, tn

Ch chuyn mt cuc gi khi

Tiu chun L do Kin thc

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