2. Nghiệp vụ An ninh khách sạn

TIEU CHUAN KY NANG NGHE DU LCH VIET NAM
NGHIEP VU AN NINH KHACH SAN

TRNH O C BAN
C QUAN PHAT HANH
D AN PHAT TRIEN NGUON NHAN LC DU LCH VIET NAM

Van phong Ban quan ly D an Tang 2, nha 6, khach san Kim Lien 2, so 7 ao Duy Anh, Ha Noi, Viet Nam Tel. (84-4) 577 0663 Fax: (84-4) 577 0665 Email: hrdt@ hrdtourism.org.vn Webside: www.hrdtourism.org.vn
XUAT BAN LAN TH NHAT 2008
MUC LUC
Gii thieu Tieu chuan ky nang nghe du lch Viet Nam (VTOS) Nghiep vu An ninh khach san
TRANG
4 4 4 5
1.1 Thong tin chung 1.2 Tieu chuan ky nang nghe du lch Viet Nam 1.3 Bang ky nang nghe 1.4 Cach s dung Tieu chuan VTOS
Tieu chuan VTOS Nghiep vu An ninh khach san

7 8 13
2.1 Tom tat cong viec, chc danh va danh muc cong viec 2.2 Ke hoach lien hoan cac cong viec va phan viec 2.3 Noi dung cac cong viec va phan viec
TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN
GII THIEU TIEU CHUAN KY NANG NGHE DU LCH VIET NAM NGHIEP VU AN NINH KHACH SAN
Tai lieu tieu chuan ky nang nghe du lch Viet Nam (tieu chuan VTOS) Nghiep vu an ninh khach san mo ta v tr cong viec c ban nhat cua nhan vien an ninh/ bao ve lam viec tai mot khach san hoac c s lu tru co trach nhiem ngan nga va phat hien cac nguy c tiem an ve mat mat di moi hnh thc va a ra hanh ong x ly thch hp. Nghiep vu an ninh khach san c thiet ke ket hp hai hoa vi cac tieu chuan quoc te hien hanh, c ieu chnh phu hp vi yeu cau cu the cua nganh du lch Viet Nam va co the ap dung linh hoat vao cac loai hnh c s lu tru khac nhau.
1.1 THONG TIN CHUNG

D an Phat trien nguon nhan lc Du lch Viet Nam la ket qua cua Hiep nh tai chnh gia Lien minh Chau Au va Chnh phu Viet Nam. Muc tieu tong the cua D an nham nang cap tieu chuan va chat lng nguon nhan lc nganh du lch Viet Nam, giup Chnh phu va nganh duy tr chat lng va so lng ao tao sau khi d an ket thuc. Cu the hn la nang cao va cong nhan ky nang phuc vu cua ngi lao ong trnh o c ban trong nganh du lch.
can thiet c thiet lap nham giup ngi lao ong co the thc hien cong viec hieu qua trong ieu kien lam viec thong thng. Bang nay trnh bay cac cong viec trnh o c ban va c chia thanh a/ Phan viec ky nang va b/ Phan viec kien thc. Phan viec ky nang mo ta nhng g ma ngi lao ong phai lam, qua o giup ho thc hien tot cong viec. Phan viec kien thc e cap en kien thc bo sung hay ly thuyet ma ngi lao ong trnh o c ban can co e thc hien cong viec mot cach chnh xac. Moi Tieu chuan VTOS c chia thanh 3 phan chnh. Phan mot mo ta tong the cong viec, chc danh thng dung va danh muc cong viec. ay chnh la phan hnh thanh nen tieu chuan. Phan hai gom ke hoach lien hoan neu chi tiet cac cong viec chnh, phan viec ky nang va phan viec kien thc. Phan ba neu chi tiet tieu chuan cac ky nang nghe c trnh bay di ay.
1.2 TIEU CHUAN KY NANG NGHE DU LCH VIET NAM

Tieu chuan VTOS la mot trong nhng thanh qua chnh cua D an c xay dng cho 13 nghe trnh o c ban, gom:
1 Nghiep vu Buong 2 Nghiep vu Le tan 3 Nghiep vu Nha hang 4 Nghiep vu An ninh khach san 5 Ky thuat che bien mon an Au 6 Ky thuat lam banh Au 7 Ky thuat che bien mon an Viet Nam 8 Nghiep vu at gi buong khach san 9 Nghiep vu Quan ly khach san nho
Khach san
L hanh
PHAN VIEC KY NANG

Cac tieu chuan phan viec ky nang c the hien trong bang co 5 cot nh sau: BC (THC HIEN): xac nh ro nhng g ngi lao ong phai thc hien e hoan thanh phan viec theo th t logic. CACH LAM: mo ta cach thc hien cac bc va thng c trnh bay vi muc ch minh hoa cho nhng ky nang can co. Cac ky nang nay da tren nang lc. TIEU CHUAN: phan nay lien he ti nhng tieu chuan quoc te lien quan en nhng tieu ch ve chat lng, so lng, thi gian, tnh lien hoan, ve sinh, an toan v.v nham am bao thc hien cac bc theo ung tieu chuan. LY DO: giai thch tai sao can phai tien hanh cac bc theo mot cach thc rat cu the va tai sao can phai ap dung nhng tieu chuan o. KIEN THC: phan nay lien he ti nhng yeu cau ve kien thc can thiet e ho tr thc hien cong viec, v du, chnh sach cua cong ty hoac cac tai lieu tham khao. Nhng kien thc nay bo sung va cung co cho phan thc hanh cac ky nang can thiet.
10 11 12 13
Nghiep vu ai ly L hanh Nghiep vu ieu hanh Tour Nghiep vu at gi cho cho L hanh Nghiep vu hng dan du lch
Tieu chuan ky nang cho moi nghe c cac chuyen gia quoc te cua nghe o d thao. Cac tieu chuan c To cong tac ky thuat, gom chuyen gia thc hanh trong nganh du lch va cac chuyen gia ao tao du lch Viet Nam ra soat. Can c tren cac y kien ong gop cua To cong tac, cac tieu chuan c chnh sa va cac chuyen gia quoc te trc tiep thc hien 4 khoa ao tao ao tao vien cho tng nghe. Da tren thc te trien khai, tai lieu tiep tuc c hoan thien va c trnh Hoi ong Cap chng ch nghiep vu du lch Viet Nam (VTCB) phe duyet chnh thc.
PHAN VIEC KIEN THC

Cach trnh bay phan Phan viec kien thc hi khac mot chut, cu the cot NOI DUNG c trnh bay thay cot BC (THC HIEN); va MO TA thay cot CACH LAM. Trong o cot NOI DUNG trnh bay phan ly thuyet va cot MO TA giai thch, minh hoa cho phan ly thuyet.
1.3 BANG KY NANG NGHE

Cac tieu chuan VTOS c thiet ke tren c s phan tch va hnh thanh nhng cong viec ngi lao ong can thc hien e ap ng yeu cau cua mot cong viec cu the. Bang ky nang nghe xac nh chnh xac nhng viec ngi lao ong phai lam. T nhng phan tch nay, nhng kien thc va ky nang
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1.4 CACH S DUNG TIEU CHUAN VTOS

Tieu chuan VTOS c thiet ke cho ao tao vien, la nhng ngi a tham d Chng trnh phat trien ao tao vien va c VTCB cap chng ch.
Tieu chuan VTOS la c s giup cac doanh nghiep xay dng chng trnh ao tao trnh o c ban cho nhan vien va xac nh nhu cau ao tao phu hp vi nhu cau cua doanh nghiep. Ngoai ra, cac c s ao tao co the s dung Tieu chuan VTOS e tham khao xay dng chng trnh ao tao sinh vien nghe trnh o c ban. oi vi cac doanh nghiep a co cac tieu chuan hoat ong, Tieu chuan VTOS giup cung co va ho tr cho cac tieu chuan hien co. Vi nhng doanh nghiep cha co tieu chuan hoat ong, cac ao tao vien co the s dung Tieu chuan VTOS e xay dng cac tieu chuan hoat ong cho doanh nghiep, qua o gop phan nang cao chat lng tieu chuan dch vu. Mac du cac doanh nghiep co the s dung Tieu chuan VTOS theo noi dung hien co, D an khuyen khch cac ao tao vien ieu chnh Tieu chuan VTOS phu hp vi cac tieu chuan hoat ong va ieu kien cu the cua doanh nghiep. Ben canh tai lieu Tieu chuan ky nang nghe, D an cung cap cac phng tien ho tr ao tao vien thc hien cong tac ao tao nhan vien bao gom a DVD va anh minh hoa nhng cong viec chnh. Ngoai ra ao tao vien co the s dung cac tai lieu tham khao khac. Mot nguon tai lieu tham khao co gia tr cho bon nghiep vu: Lu tru, Nha hang, Le tan va Che bien mon an, la tai lieu cua D an ao tao nghiep vu khach san Viet Nam, do Lux Development ho tr. Cac tai lieu nay do VTCB xuat ban va co san tai a ch di ay. Cung vi tieu chuan ky nang nghe la mot he thong ang ky va cap chng ch do VTCB quan ly. He thong nay giup cac doanh nghiep ang ky cho nhng nhan vien a hoan thanh khoa ao tao ky nang nghe trnh o c ban tham d tham nh tay nghe tai cac Trung tam tham nh e c cap chng ch quoc gia. Quy v can them thong tin ve He thong Tieu chuan VTOS, co the lien he cac a ch sau:
TIEU CHUAN VTOS NGHIEP VU AN NINH KHACH SAN
2.1 TOM TAT CONG VIEC, CHC DANH VA DANH MUC CONG VIEC
TOM TAT CONG VIEC Lam viec vi t cach la mot nhan vien an ninh trong khach san hoac c s tng t vi trach nhiem ngan nga va phat hien cac nguy c tiem an ve mat mat di moi hnh thc va a ra hanh ong x ly thch hp. CHC DANH CONG VIEC Thong thng, nhng ngi lam cong viec nay c goi la: Nhan vien an ninh Nhan vien bao ve DANH MUC CAC CONG VIEC Tieu chuan ky nang nghe cho trnh o c ban nay bao gom cac cong viec di ay: 1. Chuan b lam viec 2. Kien thc ve san pham 3. Ky nang giao tiep qua ien thoai 4. Tuan tra 5. X ly mat mat, h hong, toi pham hoac tai nan 6. X ly cac chat can c kiem soat 7. X ly khi co ngi chet trong khach san 8. Kiem tra cac thiet b phong chay cha chay 9. oi pho vi hoa hoan 10. X ly vi e doa anh bom 11. X ly vi ngi khong co tham quyen 12. Kiem tra t trang cua nhan vien 13. Kiem soat viec mang thiet b ra/vao khach san 14. Kiem soat ngi ra vao
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D an Phat trien nguon nhan lc Du lch Viet Nam

Van phong Ban Quan ly D an Khach san Kim Lien 2, so 7 ao Duy Anh, Ha Noi, Viet Nam Tel. (84 4) 577 0663 Fax: (84 4) 577 0665 Website: www.hrdtourism.org.vn
Hoi ong Cap chng ch Nghiep vu Du lch Viet Nam (VTCB)

Van phong VTCB Phong 203, 30 Nguyen Du, Ha Noi, Viet Nam Tel. (84 4) 9 446 494 Fax: (84 4) 9 446 495 Email: vtcb@vnn.vn
15. 16. 17. 18. 19. 20.
Kiem soat rac Kiem soat cha khoa M kho Kiem soat cac loai xe ra/vao khach san Quan tam en khach hang Ket thuc ca lam viec
4. TUAN TRA
TRANG
PHAN VIEC KY NANG
TRANG
77 78 79 82 4.4 Kiem tra cac khu vc trong khach san 89 4.5 Ghi chep viec tuan tra 90 4.6 X ly vi cac ca buong e m 5. X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN
TRANG TRANG
PHAN VIEC KIEN THC 4.1 S o cua khach san 4.2 Cac khu vc cong cong va khu vc danh cho nhan vien 4.3 Nhng ngi/ vat the ang ng
2.2 KE HOACH LIEN HOAN CAC CONG VIEC VA PHAN VIEC

Cong viec chnh: 20 (Tong cong) Phan viec ky nang: 52 (Tong cong) Phan viec kien thc: 26 (Tong cong) PHAN VIEC KIEN THC 1.1 Bao cao ca lam viec 1.2 Cac tieu chuan cua khach san ve ong phuc va trang phuc 1.3. Ve sinh va trang phuc ca nhan 1.4 So ghi chep tnh hnh trong ca va so ghi li nhan 1.5 Khach VIP 1.7 May nhan tin va may bo am
1. CHUAN B LAM VIEC

TRANG
PHAN VIEC KY NANG 5.2 5.3 5.4 5.5 Kiem tra va bao ve hien trng Phong van nan nhan Phong van nhan chng Ghi lai vu viec
TRANG
PHAN VIEC KY NANG
99 102 104 107 110
PHAN VIEC KIEN THC 5.1 S cu y te
21 23 24 26 27 28 1.6 Chuan b ca lam viec 31 32 1.8 Cach s dung may nhan tin va may bo am 34 36 2. KIEN THC VE SAN PHAM
TRANG
6. X LY CAC CHAT CAN C KIEM SOAT

TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 115 6.1 Cac chat can c kiem tra.
1.9 Cha khoa tong va cha khoa tang 1.10 Cac tnh huong khan cap
116 6.2 Ghi chep cac vat tm thay 117 6.3 Thong bao cho ngi va n v co lien quan 7. X LY KHI CO NGI CHET TRONG KHACH SAN
TRANG
PHAN VIEC KY NANG
TRANG
41 46 47 48 3. CAC KY NANG IEN THOAI

TRANG
PHAN VIEC KIEN THC 2.1 Khach san cua ban 2.2 Cac dch vu khan cap trong khu vc 2.3 at nc cua ban 2.4 Cong ty cua ban
PHAN VIEC KY NANG 121 7.1 An chuong bao ong 123 7.2 Kiem tra buong khach/ khu vc xung quanh 7.3 Ghi lai s viec 125 8. KIEM TRA CAC THIET B PHONG CHAY CHA CHAY
TRANG
PHAN VIEC KIEN THC
PHAN VIEC KY NANG 53 3.1 Chuan b
TRANG
PHAN VIEC KIEN THC 3.2 Cach chao khach cua khach san 3.3 Bang ng am ch cai quoc te 3.5 Cac so may le 3.6 Cong viec va trach nhiem cua cac bo phan trong khach san
TRANG
PHAN VIEC KY NANG
TRANG
54 55 56 3.4 Tra li ien thoai 59 60 63 3.7 Chuyen cuoc goi en bo phan khac 65 3.8 e cuoc goi che o ch 66 3.9 Ghi lai li nhan
8
141 8.2 Kiem tra cac thiet b phong chay cha chay 143 8.3 Ghi chep viec kiem tra cac thiet b phong chay cha chay 9. OI PHO VI HOA HOAN
TRANG
PHAN VIEC KIEN THC 135 8.1 Cac thiet b phong chay cha chay
PHAN VIEC KY NANG 147 9.1 An chuong bao chay 149 9.2 S tan khoi khach san
TRANG
PHAN VIEC KIEN THC
10. X LY E DOA ANH BOM

TRANG
15. KIEM SOAT RAC

TRANG
PHAN VIEC KY NANG 155 10.1 X ly cuoc goi 156 10.2 Bao cao ve cuoc goi 158 10.3 S tan khoi khach san 11. X LY VI NGI KHONG CO THAM QUYEN
PHAN VIEC KIEN THC
TRANG
PHAN VIEC KY NANG 205 15.1 Kiem tra rac 206 15.2 Ghi lai tai san/o vat tm thay 16. KIEM SOAT CHA KHOA
TRANG
TRANG
PHAN VIEC KIEN THC
TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 165 11.1 ang ky khach
166 11.2 Tiep can nhng ngi khong co tham quyen 168 11.3 Ghi lai s viec 12. KIEM TRA T TRANG CUA NHAN VIEN
TRANG
211 212 213 214
PHAN VIEC KY NANG 16.1 Ban giao cha khoa 16.2 Tiep nhan cha khoa 16.3 Cha khoa that lac va tm thay 16.4 An ninh ve cha khoa
TRANG
PHAN VIEC KIEN THC
17. M KHO
TRANG
171 173 174 176 178 180 181
PHAN VIEC KY NANG 12.1 Kiem tra t trang tai loi ra danh cho nhan vien 12.2 Kiem tra t trang tai loi ra danh cho nhan vien Khong vi pham 12.3 Kiem tra t trang tai loi ra danh cho nhan vien Co vi pham 12.4 Kiem tra t trang tai loi ra danh cho nhan vien T choi cho kiem tra 12.5 Kiem tra tu co khoa danh cho nhan vien 12.6 Kiem tra tu co khoa danh cho nhan vien Khong vi pham 12.7 Kiem tra tu co khoa danh cho nhan vien Co vi pham
TRANG
PHAN VIEC KIEN THC
PHAN VIEC KY NANG 217 17.1 Cap cac o vat trong kho 219 17.2 Ghi chep viec m kho 18. KIEM SOAT CAC LOAI XE RA/VAO KHACH SAN
TRANG
PHAN VIEC KIEN THC
TRANG
PHAN VIEC KY NANG 225 18.1 Kiem soat cac loai xe vao khach san 227 18.2 Kiem soat cac loai xe ra khoi khach san 19. CHAM SOC KHACH HANG
TRANG
PHAN VIEC KIEN THC
TRANG
PHAN VIEC KY NANG 233 19.1 X ly yeu cau cua khach 234 19.2 X ly phan nan cua khach 20. KET THUC CA LAM VIEC
TRANG
PHAN VIEC KIEN THC
13. KIEM SOAT THIET B RA/ VAO KHACH SAN

TRANG
TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 241 20.1 Danh muc kiem tra trong ca lam viec
PHAN VIEC KY NANG 189 13.1 Thiet b mang ra 190 13.2 Thiet b mang vao 14. KIEM SOAT NGI RA VAO
TRANG
PHAN VIEC KIEN THC
242 20.2 Ban giao ca lam viec
TRANG
PHAN VIEC KY NANG
TRANG
PHAN VIEC KIEN THC 197 14.1 The nhan dang nhan vien 199 14.3 Nhan vien lam viec khong thng xuyen
198 14.2 Kiem tra the nhan dang nhan vien 200 14.4 Kiem soat s ra vao cua cac nha cung cap, khach en tham va nhan vien lam viec khong thng xuyen
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TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN
11
2.3 NOI DUNG CAC CONG VIEC VA PHAN VIEC
1. CHUAN B LAM VIEC

Gii thieu:
e co the lam viec nh mot nhan vien an ninh/ bao ve chuyen nghiep, ban phai en ni lam viec sm va co s chuan b chu ao. PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC SO SO SO SO SO SO SO SO SO SO 1.1: 1.2: 1.3: 1.4: 1.5: 1.6: 1.7: 1.8: 1.9: 1.10: Bao cao ca lam viec (Kien thc) Cac tieu chuan cua khach san ve ong phuc va trang phuc (Kien thc) Ve sinh va trang phuc ca nhan (Kien thc) So ghi chep tnh hnh trong ca va so ghi li nhan (Kien thc) Khach VIP (Kien thc) Chuan b ca lam viec May nhan tin va may bo am (Kien thc) Cach s dung may nhan tin va may bo am Cha khoa tong va cha khoa buong tong (Kien thc) Cac tnh huong khan cap (Kien thc)
13
CONG VIEC SO 1: CHUAN B LAM VIEC
HIEU RO QUY NH CUA KHACH SAN
MAC ONG PHUC THEO QUY NH CUA CONG TY
BIEN TEN THNG C EO TREN VE AO BEN TRAI
ONG PHUC PHAI SACH SE
TAM RA SACH SE TRC KHI LAM VIEC
TOC NGAN VA CHAI GON GANG
CAO RAU SACH SE
RA TAY SACH SE
SO GHI CHEP TNH HNH PHAI C CAP NHAT VA BAN GIAO TAI MOI CA LAM VIEC
SO GHI LI NHAN PHAI C CAP NHAT VA BAN GIAO TAI MOI CA LAM VIEC
10
BAO CAO TOM TAT TNH HNH CA LAM VIEC
11
BIET CAC HOAT ONG ANG DIEN RA TRONG KHACH SAN
12
BIET CAC HOAT ONG ANG DIEN RA TRONG KHACH SAN
13
TRA LI BO AM
14
CONG VIEC SO 1: PHAN VIEC SO 1.1:

NOI DUNG 1. So tay danh cho nhan vien 2. ung gi
CHUAN B LAM VIEC Bao cao ca lam viec (Kien thc)

MO TA TIEU CHUAN Hieu ro moi ngi trong i g ban tai khach san va trong cong viec. Co mat t nhat la 15 phut trc khi ca lam viec cua ban bat au. Nam ro lch lam viec. LY DO The hien mot thai o chuyen nghiep. e co u thi gian thay ong phuc. KIEN THC Biet cac nguyen tac va quy nh cua khach san.
Hieu ro noi dung cua So tay danh cho nhan vien. Biet trc lch lam viec cua mnh.
e bao cao ve ca lam viec cua ban ung gi. e hieu ro cac thong tin quan trong lien quan en cong viec. V ly do an ninh va an toan, ch co nhng ngi co tham quyen mi c phep vao trong khach san. ong phuc thoai mai va c thiet ke ac biet e phu hp vi cong viec cua ban. e cho khach de nhan biet cac nhan vien cua khach san. Biet cac nguyen tac va quy nh cua khach san ve nhan dang nhan vien. Biet cac nguyen tac va quy nh cua khach san ve ong phuc va trang phuc.
oc Bang thong bao danh cho nhan vien.
3. Nhan dang
Trnh the lam viec ca nhan trc khi c phep i vao khach san.
Luon mang theo the ca nhan trong khi lam viec.
4. Thay ong phuc
Thay ong phuc cua ban trong phong thay o cua nhan vien.
Treo quan ao thng phuc cua ban trong tu rieng co khoa. e cac o ac ca nhan trong tu rieng co khoa.
Tat ien thoai di ong va e trong tu rieng co khoa.
e ban khong nhan cac cuoc goi ca nhan trong khi lam viec (tr cac tnh huong khan cap).
21
22
NOI DUNG 5. Trng hp au om hoac khan cap
MO TA Bao cao ngi giam sat/ Bo phan nhan s ngay lap tc.
TIEU CHUAN Goi cang sm cang tot t nhat 1 tieng trc ca lam viec cua ban. Tot nhat la 24 tieng trc ca lam viec cua ban.
LY DO e sap xep ngi thay the kp thi ma khong lam anh hng en cac dch vu danh cho khach.
KIEN THC

NOI DUNG 1. ong phuc cua khach san
CHUAN B LAM VIEC Cac tieu chuan cua khach san ve ong phuc va trang phuc (Kien thc)
MO TA TIEU CHUAN ong phuc phai c mac theo quy nh cua khach san. LY DO e moi nhan vien cung v tr va chc nang mac giong nhau. e khach de dang nhan biet ban. Ban tiep xuc hang ngay vi khach. KIEN THC
Cac nhan vien thuoc cac bo phan khac nhau mac ong phuc khac nhau tuy theo chc nang cua mnh.
Bien ten (thng c eo tren ve ao ben trai). 2. Trang phuc Cac khach san eu co nhng hng dan cu the ve trang phuc. Noi chung trang phuc phai nhe nhang lch s; nhan vien phai tao c an tng ve s sach se va mi me.
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24

NOI DUNG 1. ong phuc
CHUAN B LAM VIEC Ve sinh va trang phuc ca nhan (Kien thc)

MO TA TIEU CHUAN ong phuc phai sach se, c la phang va tao s thoai mai. Giay phai sach va c anh xi bong. LY DO Ban la hnh anh cua khach san. ong phuc thoai mai va c thiet ke ac biet cho phu hp vi cong viec cua ban. Cho khach de nhan biet. Ban tiep xuc vi khach hang ngay. KIEN THC Biet cac nguyen tac va quy nh cua khach san ve ong phuc va trang phuc.
Nam gii: Quan au, ao vet tong, o lot sach va giay va chan, co tat.
N gii: Quan au hoac vay, ao khoac, o lot sach va giay va chan, co tat dai. 2. Ve sinh ca nhan Tam ra Tam ra sach se trc khi bat au ca lam viec.
Luon eo bien ten trong ca lam viec. Luon mac ong phuc trong khi lam viec.
Dung xa phong va chat kh mui.
Hng thm ti mat va sach se trong khi ban lam viec. Tranh cac vet ban ong lai di mong tay ban. Biet quy nh cua khach san ve sn mong tay tai ni lam viec.
Mong tay
Chai sach mong tay bang ban chai.
Mong tay ngan va sach se. Sn mau mong tay nhe nhang (theo quy nh cua khach san)
NOI DUNG Toc
MO TA Nam gii: Toc/rau.
TIEU CHUAN Toc ngan, chai gon va rau c cao/lam sach hang ngay. Goi sach va e t nhien. Chai gon, cap hoac buoc chat neu toc dai. Goi sach va e toc trong t nhien. Bao cao ngay neu nghiem trong. Bang bo bang bang gac khong tham nc. Va phai, nhe nhang va khong cau ky. Bao cao cac van e ve da, mui, ng ruot va hong trc ca lam viec. Dung nc nong, xa phong diet khuan, cha va ra sach. Ra tay trong khu vc quy nh. Lau kho tay bang khan sach. Chai cac mong tay that ky.
LY DO Ban ai dien cho khach san trong suot ca lam viec.
KIEN THC
N gii: Toc.
Toc dai va ban tao cho khach san mot hnh anh khong sach.
Vet thng
Vet t/vet thng hoac seo
Ngan chan nhiem trung va e che i. Ban tiep xuc hang ngay vi khach. Tranh s lay truyen benh sang ngi khac.
Biet cac quy nh ve ve sinh.
Trang iem
Trang sc/trang iem va nc hoa. Cam thay met moi.
Sc khoe
Ra tay sach trc khi lam viec
Ra tay that ky sau khi cam vat ban, an uong, hut thuoc va i ve sinh.
Ngan chan s lan truyen cac vi rut va vi khuan tai ni lam viec va nha.
Biet cac quy nh ve ve sinh va truyen benh.
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NOI DUNG 1. So ghi chep tnh hnh trong ca
CHUAN B LAM VIEC So ghi chep tnh hnh trong ca va so ghi li nhan (Kien thc)
MO TA TIEU CHUAN Moi s kien ghi vao phai: Theo ung th t thi gian. Ghi ro ngay gi va a iem xay ra s viec. Ghi ay u ho ten ngi co lien quan. Cac hanh ong sau o. Ghi ay u (cac) ten cua (nhng) ngi c thong bao. Ghi ro ten cua ban. Ch ky cua ban. So ghi chep trong ca phai cap nhat moi ca. Ch viet tay ro rang, dung but co mc khong phai. Ch nhan vien an ninh c phep s dung so. Thong tin phai c bao mat moi luc. LY DO Ghi lai cac chi tiet cang chnh xac cang tot. e co c bc tranh toan canh ve s viec. Theo doi bat c hien tng bat thng nao. KIEN THC
So ghi chep tnh hnh trong ca ghi lai cac s viec va hoat ong co lien quan en an ninh, co the anh hng en hoat ong hang ngay cua khach san, khach va nhan vien hoac gay ra nguy c hoa hoan, tai chnh, sc khoe, an toan hay cac nguy c khac.
e ghi lai moi s viec va hanh ong co lien quan en van e an ninh, v khach san co trach nhiem nhat nh oi vi khach va nhan vien cua ho. Tranh ro r thong tin cho ngi khong co tham quyen.
2. So ghi li nhan
So ghi cac li nhan ghi lai cac thong tin noi bo hoac cac ch dan bo sung, co anh hng en hoat ong hang ngay cua khach san, khach va nhan vien.
Bao gom cac th bao, cac th ien t quan trong, v.v.. So ghi li nhan phai c tng ca cap nhat.
e cap nhat thong tin mi nhat ve cac s kien ang xay ra.

NOI DUNG 1. Khach VIP
CHUAN B LAM VIEC Khach VIP (Kien thc)

MO TA TIEU CHUAN Khong dung ten cua khach tai ni cong cong khi ho muon an mnh. Khong cung cap cac thong tin cua khach cho ngi ngoai. Thap tung khach i trong khach san, neu c yeu cau. Khong xin ch ky, anh va/hoac ve xem hoa nhac cua khach. Khong chup anh khach. Bao ve khach khoi am ong. The hien thai o chuyen nghiep. LY DO Ton trong s rieng t cua khach. KIEN THC
VIP la t viet tat cua Very Important Person - ngi rat quan trong. Hau het cac khach san eu co chnh sach ac biet danh cho khach VIP. Thong thng, nhng ngi c xem la quan trong oi vi khach san, cong ty khach san hay vi moi quan he cua khach san, th c goi la khach VIP. Co mot vai mc o khach VIP thng c goi theo loai (v du, vang, bac, ong ..). Moi loai khach VIP tng ng vi mot mc o c phuc vu ac biet tai khach san. Cac khach VIP co the la: nhac s, chnh tr gia, giam oc cac cong ty ln, nhng ngi to chc hoi ngh, cac cap lam am ci, v.v.. Khi an mnh, cac khach VIP thng dung ten gia e tranh cong chung nhan ra ho.
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BC 1. oc so ghi tnh hnh trong ca
CHUAN B LAM VIEC Chuan b ca lam viec

CACH LAM TIEU CHUAN oc tat ca cac thong tin cua ca trc ma ban khong lam viec. Ghi nh cac van e quan trong co lien quan en ca lam viec cua ban. oc tat ca cac li nhan, bao gom cac ghi nh va cac th ien t cua ca lam viec trc o. Ghi nh cac thong tin quan trong, lien quan en ca lam viec cua ban. Bao cao cho ngi giam sat. Chu y lang nghe ky. LY DO e am bao rang ban hieu va cap nhat ay u cac van e quan trong co lien quan en khach, cac van e ve an ninh khach san. e am bao rang ban hieu va cap nhat ay u cac van e quan trong co lien quan en khach, cac van e ve an ninh khach san. KIEN THC
Lay so ghi tnh hnh trong ca va oc.
2. oc so ghi li nhan
Lay so ghi li nhan va oc. oc chi tiet.
3. Hop giao ca
Tham d cuoc hop giao ban au ca.
Ngi giam sat se trieu tap cuoc hop giao ban. Trong khi hop giao ban, cac van e quan trong can c thong bao (nh khach VIP, tiec va hoi thao ln, khach co yeu cau giup ac biet trong trng hp khan cap). e ban khong quen nhng van e quan trong. e ban chuan b ay u e bc vao ca lam viec.
Ghi lai neu can thiet.
Hoi ro nhng ieu ma ban cha nam chac.
BC 4. Nam c cac s kien co lien quan en tiec va hoi thao
CACH LAM oc cac bang thong tin ve tiec va hoi thao.
TIEU CHUAN Biet c hoi ngh va hoi thao nao ang dien ra tai khach san, so lng ngi tham d, va thi gian khach en va ri khach san. Biet ni lay cac thong tin cu the hn co lien quan en s kien hoi thao va tiec. Biet c nhng oan khach nao ang khach san, so ngi cua moi oan, va thi gian oan ti va ri khach san. Biet ro ni can lay thong tin cu the hn co lien quan en nhng oan khach o. Biet khach VIP nao ang trong khach san, khach nao ang ti va khach nao sap ri khach san.
LY DO e ban hieu ay u ve so lng ngi ang s dung cac c s hoi thao va tiec cua khach san trong cac tnh huong khan cap (nh hoa hoan, e doa anh bom).
KIEN THC
5. Biet ro lch trnh cua cac oan
oc cac bang thong tin ve oan khach.
e ban biet ro thi gian oan khach en khach san, v ho de la muc tieu cua bon trom cap (nh bon trom tui xach).
6. Biet ro ve tat ca cac khach VIP
oc danh sach cac khach VIP.
e chuan b chu ao bao ve an toan nhng v khach quan trong nay, v du nh thap tung en buong cua ho neu co yeu cau.
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BC 7. Biet ro cac khach can giup
CACH LAM Kiem tra cung bo phan le tan.
TIEU CHUAN Biet nhng khach can quan tam (khach dung xe lan, khach b mu, khach om, phu n co thai, ngi gia, tre em) hien trong khach san, khach nao chuan b ti va ri khach san. Biet ai la Giam oc trc ban. Biet cach lien he vi Giam oc trc ban.
LY DO Trong nhng tnh huong khan cap, nhng ngi nay can c giup e ri khoi khach san.
KIEN THC
8. Biet ro ve Quan ly trc ban
Kiem tra lch lam viec cua Quan ly trc ban.
Ban phai lien he vi Giam oc trc ban ngay lap tc trong nhng trng hp khan cap hoac khi co nhng van e nghiem trong xay ra vi khach hoac nhan vien.

NOI DUNG 1. May nhan tin
CHUAN B LAM VIEC May nhan tin va may bo am (Kien thc)

MO TA TIEU CHUAN Phai s dung may nhan tin theo quy nh cu a kha c h san. LY DO Co the rat kho va mat thi gian khi tm ban. KIEN THC Biet cac nguyen tac va quy nh cua khach san ve s dung may nhan tin.
May nhan tin la mot thiet b ien t e lien lac vi ngi khac thong qua mang tin nhan. S lien lac thng dien ra khi co tieng bp. May bo am la mot thiet b vo tuyen cam tay co cong noi, cho phep moi ngi lien lac trc tiep vi nhau. May bo am trong giong may ien thoai e ban co ang ten gan pha tren au.
2. May bo am
Phai s dung may bo am theo quy nh cua khach san. Phai chuyen sang kenh lien lac cua khach san.
La cach giao tiep nhanh cho n g, tr c tie p va co hieu qua.
Biet cac nguyen tac va quy nh cua khach san ve s dung may bo am.
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BC 1. Kiem tra may nhan tin
CHUAN B LAM VIEC Cach s dung may nhan tin va may bo am

CACH LAM TIEU CHUAN LY DO KIEN THC
Kiem tra may nhan tin trc khi bat au ca lam viec.
Tat va m may e kiem tra e am bao rang may tieng chuong. nhan tin con hoat ong tot. Kiem tra en. Kiem tra man hnh. Co kep e kep vao that lng e khong b mat may hoac quan/ao. nhan tin. Am lng khong qua to. Trong vong 30 giay. Trong vong 30 giay. Biet ma so va y ngha cua no. e co the lam theo. Nhan biet y ngha cua cac am thanh va ma so a s dung. Co the la khan cap.
2. Gan may nhan tin vao ong phuc 3. oc tin nhan khi co tieng bp hoac en sang
Gan may nhan tin vao that lng hoac quan/ao. Lay may nhan tin ra khoi that lng hoac quan/ao. Tat chuong i. oc ma so, tin nhan hoac ngi can goi tren man hnh. i en chiec ien thoai gan nhat va goi.
Biet cac so may le. Neu khong hay goi cho Van phong bo phan an ninh hoac nhan vien tong ai. Ho va ten cua ban va Bo phan an ninh.
T gii thieu ten va bo phan cua mnh.
BC
CACH LAM Viet li nhan hoac hng dan ra giay. Cup may ien thoai. at lai may nhan tin trong che o ch.
TIEU CHUAN Co san but va giay.
LY DO e lam theo mot cach chnh xac.
KIEN THC
e co the nhan c nhng tin nhan mi. e co the sa c. Kiem tra chat lng trc khi Trong nhng tnh huong ban giao. khan cap, ieu quan trong can biet la ban ang lam nhiem vu. Cac nguyen tac giong nh e tranh lam phien khach. may nhan tin. e am thanh nho nhat. e tranh lam lo thong tin b mat. e tranh kha nang kch hoat bom.
Ban giao cho ca sau va ky xac nhan.
4. May bo am
Cac nguyen tac giong nh may nhan tin.
5. Khi co e doa anh bom trong khach san
Tat may ien thoai va/hoac may nhan tin.
Tat ngay lap tc.
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NOI DUNG 1. Cha khoa tong
CHUAN B LAM VIEC Cha khoa tong va cha khoa buong tong (Kien thc)
MO TA TIEU CHUAN Cha khoa tong ch c s dung trong cac trng hp sau: Trong trng hp khan cap, v du nh au om hoac b thng. Viec vao buong khach b ngan chan, v du nh co khach chet trong buong. Khi khach e o ac cua ho trong buong va i khoi khach san mot hoac hai em. Khi ngi quan ly khach san can gap khach v mot so ly do ac biet. Thng do Tong giam oc/ Giam oc trc va Giam oc buong gi LY DO Khach san co trach nhiem nhat nh oi vi s an toan cua khach va tai san cua ho. V cha khoa tong m c tat ca buong trong khach san nen viec s dung cha khoa mot cach can than la rat quan trong. KIEN THC Biet cac nguyen tac va quy nh cua khach san ve s dung cha khoa tong.
Cha khoa tong m c tat ca cac ca buong khach va khoa kep cac ca o ma tat ca (tham ch ca khi khach a chot ca e gi cho buong c rieng t) cac cha khoa khac khong m c.
NOI DUNG 2. Cha khoa buong tong
MO TA Cha khoa buong tong m c tat ca cac ca buong khach.
TIEU CHUAN Cha khoa buong tong phai c s dung theo quy nh cua khach san. Can chu y can than khi s dung cha khoa buong tong.
LY DO Khach san co trach nhiem nhat nh oi vi s an toan cua khach va tai san cua ho. V cha khoa buong tong m c tat ca cac buong trong khach san.
KIEN THC Biet cac nguyen tac va quy nh cua khach san ve viec s dung cha khoa buong tong.
Cha khoa buong tong phai c eo vao that lng hay quan/ ao cua ban. Khi bat au ca lam viec, ban phai hoan tat thu tuc ban giao cha khoa e nhan cha khoa buong tong
eo chum cha khoa vao that Khong c lam mat cha khoa buong tong lng hoac quan/ao.
Bao gom: Ngay. Gi. Ho va ten cua ban. Ch ky cua ban. Ch viet ro rang bang mc khong phai mau.
e ghi lai rang ban chu trach nhiem s dung va gi an toan cha khoa buong tong.
Viec mat cha khoa buong tong phai c bao cao vi Bo phan An ninh ngay lap tc.
Ngay lap tc, khong tr hoan.
Mat cha khoa la moi e doa nghiem trong oi vi tai san cua khach va khach san, v bat c ngi nao co c cha khoa cung co the s dung chung vao nhng muc ch khong tot.
Tham khao Phan viec 16.3. Bc 1.
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CONG VIEC SO 1: CHUAN B LAM VIEC PHAN VIEC SO 1.10: Cac tnh huong khan cap (Kien thc)
NOI DUNG 1. Cac tnh huong khan cap MO TA Tnh huong khan cap la bat ky tnh huong nao gay ra moi e doa tc th cho cuoc song cua con ngi hoac gay nguy hai nghiem trong en tai san cua khach san. Cac v du ve cac tnh huong khan cap la om au nghiem trong, thng tch, bao lc, chay no, lu lut, ong at, tan cong khung bo, v.v.. TIEU CHUAN LY DO KIEN THC Biet cac nguyen tac va quy nh cua khach san trong viec x ly tnh huong khan cap.
Theo quy nh cua khach san. S hoang hot co the khien Gi bnh tnh va than trong. cho ngi khac hanh ong mot cach vo thc. e lam gng cho ngi khac.
Giup khach, khach en e am bao rang moi tham va nhan vien. ngi a ri khoi khu vc nguy hiem cang nhanh cang tot khi can thiet.
2. KIEN THC VE SAN PHAM

Gii thieu:
Kien thc ve san pham la nen tang cua tat ca cac dch vu danh cho khach. Ban cang hieu ro ve khach san, v tr, at nc va chuoi khach san ban ang lam viec th ban se co kha nang cung cap cac dch vu cho nhng khach hang khac nhau cang tot bay nhieu. PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC SO SO SO SO 2.1: 2.2: 2.3: 2.4: Khach san cua ban (Kien thc) Cac dch vu khan cap trong khu vc (Kien thc) at nc cua ban (Kien thc) Cong ty hay Khach san cua ban (Kien thc)
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CONG VIEC SO 2: KIEN THC VE SAN PHAM
BIET RO A CH CUA KHACH SAN
HIEU BIET VE KHACH SAN VA CAC KHU VC DCH VU CUA KHACH SAN
BIET CAC DCH VU KHAN CAP TRONG KHU VC
BIET CAC DCH VU KHAN CAP TRONG KHU VC
HIEU RO LUAT PHAP S TAI
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NOI DUNG 1. Biet ro a ch cua khach san
KIEN THC VE SAN PHAM Khach san cua ban (Kien thc)
MO TA TIEU CHUAN Thuoc long cac chi tiet sau: - Ten chnh thc cua khach san. - Ten ng pho. - So nha. - Ma vung. - Ten thanh pho. - Ten quoc gia. - So ien thoai (bao gom ca ma quoc gia: 0084) - So fax. - a ch th ien t. - a ch trang web. LY DO e co the cung cap cho cac n v cu tr (nh cu thng, cu hoa, canh sat) a ch chnh xac cua khach san trong cac tnh huong khan cap. e co the cung cap thong tin cho khach. KIEN THC
a ch khach san la ni ma khach san toa lac.
2. Biet cac ng dan en khach san
Biet cac con ng dan en khach san cua ban t cac a iem khac nhau.
Biet ng en khach san e co the hng dan bang xe taxi, bang cac ng i chnh xac trong phng tien cong cong, i bo trng hp khan cap. hoac xe hi. Biet ng en khach san t: - San bay - Ben tau (xe) - Trung tam thanh pho e co the cung cap thong tin cho khach.
Co the ban thay rat hu ch khi t i tren cac con ng khac nhau va lam quen vi cac con ng o.
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NOI DUNG 3. Biet ve khach san Cac nha hang an uong
MO TA Cac nha hang trong khach san la ni ma khach va khach tham co the dung o an va o uong (v du, quay bar, nha hang, sanh).
TIEU CHUAN Phai biet: V tr cua cac nha hang. Ten cua cac nha hang V tr cua: - Cac thiet b phat hien nhiet/khoi - Cac iem bao chay thu cong - Cac bnh cha chay - Cac voi phun nc - Tu cha voi cu hoa - Cac loi thoat hiem - Cac thiet b ien Ten ay u cua Trng nhom phuc vu hoac Trng quay o uong. Gi hoat ong Cac phng tien giai tr Ma trang phuc Nen biet: Chu e hoac cac mon ac san. Co can at trc khong. Mc gia.
LY DO e co the phan ng nhanh trong cac tnh huong khan cap. e co the cung cap thong tin cho khach.
KIEN THC
NOI DUNG 4. Hieu biet ve khach san Cac phong hoi thao va phong tiec
MO TA Cac phong hoi thao va phong tiec cua khach san la ni to chc cac buoi hop, tiec ln, am ci, v.v..
TIEU CHUAN Phai biet: V tr cua tat ca cac phong. Ten cua cac phong. V tr cua: - Cac thiet b phat hien nhiet/khoi. - Cac iem bao chay thu cong. - Cac bnh cha chay. - Cac voi phun nc. - Cac hop cha voi cu hoa. - Cac loi thoat hiem. - Cac thiet b ien. Ten ay u cua trng bo phan phuc vu. Nen biet: Dien tch cac phong. So ien thoai trc tiep. Chu e hoac cach bai tr cua cac phong.
KIEN THC
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NOI DUNG 5. Hieu biet ve khach san Phong khach
MO TA Cac buong cho khach la phong ngu ch danh cho nhng khach ang ky thue.
TIEU CHUAN Phai biet: V tr cua tat ca cac phong khach. V tr cua: - Cac thiet b phat hien nhiet/khoi - Cac voi phun nc. - Cac thiet b ien. O khoa ien t. Cach goi vao phong khach. Nen biet: Cac loai buong khac nhau. Cach bai tr cua cac buong khach.
LY DO e co the phan ng nhanh chong trong cac tnh huong khan cap. e co the cung cap thong tin cho khach.
KIEN THC
6. Hieu biet ve khach san Cac tang danh cho buong khach
Cac buong khach c bo tr tai cac tang danh cho khach .
Phai biet: V tr cua: - Cac thiet b phat hien nhiet/khoi. - Cac iem bao chay thu cong. - Cac bnh cha chay. - Cac voi phun nc. - Cac hop cha voi cu hoa. - Cac ca thoat hoa hoan. - Cac loi thoat hiem. - Cau thang bo khan cap. - Cac thiet b tiep at khan cap.
e co the phan ng nhanh trong cac tnh huong khan cap. e co the cung cap thong tin cho khach.
NOI DUNG 7. Hieu biet ve khach san cac khu vc dch vu khac
MO TA Cac khu vc dch vu khac trong khach san, v du nh trung tam thng mai, cau lac bo sc khoe va khu vc be bi.
TIEU CHUAN Phai biet: V tr cua cac khu vc dch vu khac cua khach san. V tr cua: - Cac thiet b phat hien nhiet/khoi. - Cac iem bao chay thu cong. - Cac bnh cha chay. - Cac voi phun nc. - Cac hop cha voi cu hoa. - Cac chuong bao chay. - Cac loi thoat hiem. - Cac thiet b ien. Ten ay u cua cac trng bo phan. Gi m ca. Nen biet: Chi tiet ve cac dch vu ma cac c s nay cung cap.
KIEN THC
8. Hieu biet ve khach san Cac bo phan khac
Moi khach san eu co nhieu bo phan khac nhau, v du, Phong Ban hang va Tiep th; Phong Nhan s, Bo phan le tan
Biet tat ca cac bo phan cua khach san, bao gom ca trach nhiem cua tng bo phan. Biet ten ay u cua nhng ngi phu trach. Biet gi hoat ong. Biet cac so may le.
e ban biet cach lien he vi tng bo phan. e co the cung cap thong tin cho khach.
Tham khao Phan viec 3.6.
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NOI DUNG 1. Cac dch vu khan cap
KIEN THC VE SAN PHAM Cac dch vu khan cap trong khu vc (Kien thc)
MO TA TIEU CHUAN LY DO KIEN THC
Cac dch vu khan cap bao gom cong an, benh vien, bac s, nha s va oi cu hoa.
Biet ten cua cac dch vu khan e ban biet phai lien lac cap gan nhat. vi dch vu khan cap nao. Biet ni e tm so ien thoai e ban khong phai bat au cua cac dch vu khan cap i tm chung trong cac tnh (cong an 113, cu hoa 114, huong khan cap. cap cu 115). Biet ng en cac dch vu e ban co the ch ng khan cap gan nhat. va cung cap cac thong tin ve cac dch vu khan cap nay cho khach.
2. Cac dch vu khac
Cac dch vu khac bao gom ai s quan, lanh s quan.
Biet ni tm kiem thong tin ve: - Cac ai s quan - Cac lanh s quan, v.v..
e co the cung cap thong tin cho khach.

NOI DUNG 1. Cac phong tuc a phng
KIEN THC VE SAN PHAM at nc cua ban (Kien thc)

Cac phong tuc a phng la nhng gia tr, tn ngng va nhng le thoi hang ngay c ngi dan a phng ap dung. Luat phap bao gom luat cua quoc gia va a phng, nh cac ieu luat lien quan en viec ang ky khach, nhiem vu bao ve khach cua khach san, trach nhiem cua khach san oi vi tai san cua khach.
Biet ve cac phong tuc cua a e ban co the cung cap phng ma khach muon tm hieu. cho khach mot so thong tin c ban.
2. Luat phap
Biet cac chi tiet ve bat c ieu luat cua quoc gia va a phng tac ong en trach nhiem va ngha vu cua khach san, hoat ong cua ban va cac quyen cua khach.
e ban biet cac quyen va ngha vu cua khach san oi vi khach va nhan vien.
Biet luat phap va quy nh cua a phng Viet Nam.
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NOI DUNG 1. Cong ty cua ban lam nhng viec g
KIEN THC VE SAN PHAM Cong ty hay Khach san cua ban (Kien thc)
Moi cong ty eu co nhng gia tr va c tin rieng, va chnh v ieu o ma cong ty ton tai va phan au.
Biet (nhng nhom) khach san e biet c cong ty mong nao thuoc cung mot cong ty. i ieu g ban.
Biet chien lc cua cong ty.
e tao ra s ben vng trong viec phuc vu khach trong cong ty cua ban.
3. CAC KY NANG IEN THOAI

Gii thieu:
Mac du tiep xuc trc tiep vi khach la chu yeu nhng nhan vien an ninh cung noi chuyen vi khach qua ien thoai. Do vay, cac ky nang ve ien thoai la mot trong so cac ky nang c ban ma mot nhan vien an ninh phai thong thao. PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC VIEC SO SO SO SO SO SO SO SO SO 3.1: 3.2: 3.3: 3.4: 3.5: 3.6: 3.7: 3.8: 3.9: Chuan b Cach chao khach cua khach san (Kien thc) Bang ch cai ng am quoc te (Kien thc) Tra li ien thoai Cac so may le (Kien thc) Cong viec va trach nhiem cua cac bo phan trong khach san (Kien thc) Chuyen cuoc goi en bo phan khac e cuoc goi che o ch Ghi lai li nhan
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CONG VIEC SO 3: CAC KY NANG IEN THOAI
BIET CHC NANG CUA IEN THOAI VA CACH CHUYEN CUOC GOI
BIET QUY NH CUA CONG TY VE CACH TRA LI IEN THOAI VA CHAO KHACH

BC 1. Hieu biet ve ien thoai
CAC KY NANG IEN THOAI Chuan b

MO TA TIEU CHUAN LY DO KIEN THC Biet ve hng dan s dung ien thoai.
Tham d lp ao tao ve ien thoai hoac oc hng dan s dung ien thoai.
Biet cac ky nang sau: e co the s dung ien Tra li ien thoai. thoai mot cach chuyen Chuyen cuoc goi. nghiep va co hieu qua. e cuoc goi che o ch. Tra li nhieu cuoc goi cung luc. Thc hien cac cuoc goi trong nc va quoc te. ien thoai co hoat ong e co the s dung ien khong. thoai mot cach chuyen ien thoai co sach khong. nghiep va hieu qua. Co t nhat 2 but va u giay.
2. Kiem tra ien thoai tai khu vc lam viec
Kiem tra xem ien thoai tai khu vc lam viec cua ban co at tieu chuan khong.
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NOI DUNG 1. Cac kieu chao khach
CAC KY NANG IEN THOAI Cach chao khach cua khach san (Kien thc)
Phan ln cac khach san - nhat la cac tap oan khach san tieu chuan quoc te - eu tieu chuan hoa cach chao khach qua ien thoai, ac biet la li chao m au va khi ket thuc cuoc noi chuyen.
Biet chnh xac ve cac tieu e am bao rang tat ca chuan cua khach san. nhan vien eu tra li ien S dung cac tieu chuan cua thoai theo cung mot cach. khach san khi s dung ien thoai.

NOI DUNG 1. Bang ch cai ng am quoc te
CAC KY NANG IEN THOAI Bang ch cai ng am quoc te (Kien thc)

CACH LAM TIEU CHUAN Thuoc long bang ch cai ng am quoc te. Co kha nang s dung bang ng am khi anh van cac ten. LY DO ay la cach anh van ten c tieu chuan hoa va c s dung e tranh mac loi chnh ta. KIEN THC Ben canh o, oi khi khach cung s dung cac bang ng am ch cai quoc gia, co bang ng am tieng Anh va bang ng am tieng Phap.
Bang ch cai ng am quoc te la mot he thong c cong nhan tren toan the gii va c s dung rong rai trong cac giao tiep quoc te.
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BC 1. Chuan b
CAC KY NANG IEN THOAI Tra li ien thoai

CACH LAM TIEU CHUAN Co san but va giay. LY DO KIEN THC
Co thiet b phu hp e thc hien cuoc goi.
e ban co the ghi lai khi can thiet. Giam thieu tieng on xung Se thieu chuyen nghiep neu nh co qua nhieu quanh. tieng on xung quanh. Tieng on lam cho ban kho tap trung hn vao cuoc am thoai. Khuon mat ti ci. Mac du ngi goi khong the nhn thay ban, nhng ho co the cam nhan c tieng ci trong giong noi cua ban. Nu ci cho thay ban rat vui khi nhan ien thoai. Biet chnh xac cach ien thoai van hanh hay xem cam nang hng dan s dung ien thoai.
2. Mm ci
Khi nhac ien thoai hay mm ci.
3. Tra li ien thoai
Nhac ien thoai len
Tra li ien thoai trong vong 3 ay la mot tieu chuan quoc te. hoi chuong. Neu khong th thi gian ch oi vi ngi goi tr nen qua dai. Xin loi ngi goi neu qua 3 hoi Cho thay cuoc goi cua khach la quan trong. chuong.
BC 4. Chao mot cach than thien
CACH LAM Hay noi Xin sang/chieu/toi) chao (buoi
TIEU CHUAN Mm ci khi chao khach.
LY DO Cho thay rang ban rat vui khi nhan ien thoai.
KIEN THC Biet ve cac tieu chuan ve ien thoai cua khach san phong cach cua khach san (Tham khao Phan viec 3.2)
Tuan theo phong cach cua am bao rang cuoc goi khach san. cua khach c ap lai mot cach trang trong. Tao cho ngi goi mot khoang thi gian e nhan ra giong ban trc khi bat au cuoc am thoai. 5. T gii thieu T gii thieu ten va bo phan cua ban. Hay noi: ay la bo phan an ninh, toi la TEN CUA BAN ang nghe. Gii thieu ro ten ay u va ten e cho ngi goi biet ho ang noi chuyen vi ai va bo phan cua ban. thuoc bo phan nao. Tuan theo phong cach cua am bao rang cuoc goi cua khach c ap lai khach san. mot cach trang trong. Am lng va u va ro rang. e am bao rang ngi Noi cham hn khi am thoai goi co the nghe c ban ro rang. trc tiep. Ch dung cac cum t thong am bao rang ngi goi thng khong phai chuyen hieu c nhng g ban noi. nganh khach san.
6. Noi ro rang
Gi ien thoai chnh xac pha trc mieng ban Kiem soat toc o noi cua mnh. Khong dung cac thuat ng chuyen nganh khach san.
Biet ve bang ng am ch cai quoc te (Tham khao Phan viec 3.3).
7. Khong dung biet ng
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BC 8. Chu y lang nghe
CACH LAM Khong ngat li ngi goi.
TIEU CHUAN
LY DO
KIEN THC
Hay e cho ngi goi noi V se la khong lch s neu het cau. ngat li ngi khac. Ghi lai. Hoi lai neu cha ro. e am bao rang ban khong quen nhng g ngi goi e cap.
9. Thong bao cho ngi goi biet viec ban sap lam
Giai thch cach ban se thc hien theo yeu cau cua ngi goi nh the nao.
Ngi goi phai biet viec ban am bao rang ngi goi hieu ro hanh ong ma ban sap lam. sap thc hien. Noi cham va ro rang. e tranh s nham lan. Biet cac tieu chuan ve ien thoai cua khach san phong cach cua khach san (Tham khao Phan viec 3.2).
10. Ket thuc cuoc goi
Chuc ngi goi mot ngay tot lanh. Hay noi: Hy vong Quy Ong/Ba co mot ngay tot lanh, tha ong/ba TEN NGI GOI. at tai nghe tr lai may ien thoai.
Tuan theo phong cach cua am bao rang cuoc goi cua khach c ap lai khach san. mot cach trang trong. Hay goi ho cua ngi goi. Lam cho cuoc goi than mat hn. Cach nay lch s hn va cho thay rang ban khong voi vang ket thuc cuoc am thoai.
11. Ngat cuoc goi
e ngi goi gac may trc.
at tai nghe mot cach nhe Ngi goi co the cha noi xong. nhang.

NOI DUNG 1. Cac so may le
CAC KY NANG IEN THOAI Cac so may le (Kien thc)

MO TA TIEU CHUAN Thuoc long cac so may le cua nhng bo phan/ngi sau ay: Van phong Tong giam oc Giam oc trc ban Nhan vien tong ai Giam oc an ninh Van phong an ninh Le tan Cac nha hang Bo phan phuc vu buong Bo phan ban hang va tiep th Bo phan tiec va hoi thao Biet ni co the tra so le cua tat ca cac bo phan khac. Biet cach goi ti buong khach. Tai phan ln cac khach san, so ien thoai cua buong khach thng khac vi so buong. Thong thng so buong co them mot so ng trc. LY DO ay la nhng bo phan/ngi ma ban thng xuyen goi nhat va cung la ni ma hau het khach eu yeu cau chuyen cuoc goi en nhat. Thuoc long cac so ien thoai le se giup cho viec chuyen cuoc goi nhanh hn. KIEN THC
Tat ca cac ng ien thoai cua khach san eu co cac so cu the c goi la so may le. e noi cuoc goi en mot bo phan hoac mot phong khach cu the ban phai quay cac so may le o.
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NOI DUNG 1. Cac bo phan cua khach san:
CAC KY NANG IEN THOAI Cong viec va trach nhiem cua cac bo phan trong khach san (Kien thc)
MO TA TIEU CHUAN Biet tat ca cac bo phan trong kha c h sa n va ca c tra c h nhiem chnh cua ho. Biet ten ay u cua cac trng bo phan. LY DO e ban biet phai chuyen cuoc goi en bo phan nao. e ban biet can chuyen cuoc goi en ai hoac hng dan cho khach khi ho muon gap cu the mot ngi nao o. KIEN THC
Moi khach san eu co c cau to chc rieng. Nhn chung, cac khach san ln eu bao gom cac bo phan sau: La s lien ket gia khach san vi van phong tru s cua cong ty va chu trach nhiem chung ve cac hoat ong cua khach san. Co trach nhiem cung cap thc pham va o uong cho khach trong cac nha hang khac nhau (nh nha hang va quay o uong) va cung cap dch vu nay tai buong khach thong qua dch vu tai buong va tu o uong. Co trach nhiem tm kiem hoat ong kinh doanh mi cho khach san va duy tr cac moi quan he oi vi nhng n v oi tac cua khach san.
Van phong Tong giam oc
Dch vu an uong
Cac bo phan nho: Bep Phuc vu buong Tu o uong Quay o uong Nha hang
Bo phan ban hang va tiep th
NOI DUNG Ke toan
MO TA Co trach nhiem kiem soat cac hoa t o n g ta i chnh cu a khach san. Chu trach nhiem ve an ninh va an toan cho khach, khach en tham, nhan vien va tai san ong thi chu trach nhiem tm tai san b mat. Co trach nhiem tuyen dung, phat trien, ao tao va sa thai nhan vien, lng va cac quan he lao ong. Co trach nhiem sa cha, bao dng toan bo toa nha khach san va cac thiet b ben trong. Co trach nhiem oi vi cac bo phan at phong, trung tam thng mai, trc sanh va tong ai; lam thu tuc cho khach nhan va tra buong, thanh toan hoa n va cung cap cac thong tin cho khach.
TIEU CHUAN Bo phan nho: Thu mua
LY DO
KIEN THC Cung c xem la Bo phan Tai chnh. Trng bo phan nay oi khi con c goi la Giam oc tai chnh.
An ninh
Tai san co gia tr vt qua 100 o la My.
Nhan s
Ky thuat va bao dng
Bo phan nho: Nhan s ao tao & che o ai ngo nhan vien, phat trien nhan vien.
Cung c xem la Bo phan Nhan s va ao tao hoac Phong Nhan s.
Le tan
Cac bo phan nho: at buong Trc sanh Tong ai Trung tam thng mai Le tan
Trong mot so chuoi khach san ln, Bo phan at buong khong trc thuoc Bo phan le tan ma bao cao trc tiep en Phong Kinh doanh hoac Phong Ban hang va tiep th.
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NOI DUNG Bo phan buong
MO TA am bao moi buong khach va khu vc cong cong cua khach san luon sach se. Ngoai ra con bao ve cac tai san t gia tr b that lac va tm thay. Khoi lu tru bao gom bo phan le tan va bo phan buong. Co trach nhiem oi vi tat ca cac s kien va hoi ngh c to chc tai cac khu vc hoi thao va tiec cua khach san.
TIEU CHUAN Bo phan nho: Giat la o vai Cac tai san co gia tr thap hn 100 o la My.
LY DO
KIEN THC Mot so khach san co dch vu giat la do Bo phan Buong phu trach.
Khoi lu tru
Hoi thao va tiec
Doanh thu
Co trach nhiem toi a hoa li nhuan cua khach san theo cac chien lc li nhuan.
Trong mot so chuoi khach san ln, Bo phan at cho trc cho Hoi thao va tiec bao cao trc tiep en Phong Kinh doanh hoac Phong Ban hang va tiep th

BC 1. Thong bao cho ngi goi ve viec chuyen cuoc goi
CAC KY NANG IEN THOAI Chuyen cuoc goi en bo phan khac

Hay noi: Toi se chuyen cuoc goi en ...., tha ong/ba TEN NGI GOI.
Thong bao cho ngi goi ve am bao rang ngi goi hieu ro hanh ong ma ban hanh ong cua ban. sap thc hien. Lam cho cuoc than mat Goi ten cua ngi goi. hn. Ta t ca ca c cuo c go i ch am bao rang ngi goi c noi ngay en ung chuyen toi a mot lan. ngi hoac bo phan. Biet cac so may le cua khach san. Biet chc nang va nhiem vu cua cac bo phan khac nhau (Tham khao Phan viec 3.5 va 3.6).
2. Goi en so may le
Quay so may le chnh xac cua ung bo phan can goi.
3. Thong bao cho bo phan
Hay noi: Co ong/ba TEN NGI GOI ang goi en, ong ay co cau hoi lien quan en ....., toi co the noi may cho ong ay c ch?
Thong bao ten cua ngi goi. Thong bao cho ong nghiep biet ho sap noi chuyen vi ai. a ra ly do cua cuoc goi (neu co the). Thong bao cho bo phan lien quan en noi dung cua cuoc goi. Ngi goi khong can phai nhac lai yeu cau cua ho. e the hien la mot to chc chuyen nghiep.
Kiem tra xem ban co the Ch chuyen cuoc goi neu chuyen cuoc goi khong. bo phan nhan cuoc goi co the x ly c van e cua ngi goi.
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BC 4. Thc hien ket noi
CACH LAM Ngat ng ket noi cua ban, theo hng dan s dung ien thoai.
TIEU CHUAN
LY DO e chac chan rang ng ket noi a c thiet lap ung cach.
KIEN THC Biet chnh xac ve cach van hanh ien thoai xem phan hng dan s dung ien thoai. Biet quy trnh x ly li nhan. (Tham khao cac ky nang Phan viec 3.9). Biet quy trnh e ien thoai trong che o ch.
5. May le ban/khong co tra li
e ngh ngi goi e lai li nhan. Hay noi: May le o hien tai ang ban, toi co the ghi lai li nhan khong? hoac Quy khach co muon ch khong?
e ngh ghi lai li nhan.
Ngi goi khong can phai t goi lai.
e ngh ngi goi ch them Ngi goi phai c tao c chut na. hoi e tiep can bo phan a yeu cau.

BC 1. Hoi xem ngi goi co muon ch khong
CAC KY NANG IEN THOAI e cuoc goi che o ch

Hay noi: Quy ong co muon ch khong, tha ong/ba TEN NGI GOI?.
Hoi xem ngi goi co muon Xac nh xem ngi goi co chuye n sang che o ch muon ch khong. khong. Goi ten cua ngi goi. Lam cho cuoc goi than mat hn. Khoang 20 giay kiem tra lai e chac chan rang ngi mot lan xem ngi goi co con goi van muon ch. ch khong. Co the e ngh e lai li nhan. Thong bao cho ngi goi biet Thong bao cho ngi goi ban chuyen cuoc goi i. biet viec ban sap lam. Goi ten cua ngi goi. Lam cho cuoc goi than mat hn. Lam cho cuoc goi than mat hn. Ngi goi khong phai t goi lai. Biet quy trnh x ly li nhan (Tham khao Phan viec 3.9). Biet cach s dung ien thoai xem phan hng dan s dung ien thoai.
2. Chuyen cuoc goi sang che o ch
Theo hng dan s dung ien thoai.
3. Ket noi cuoc goi
Hay noi: Toi ang noi cuoc goi cua ong en TEN BO PHAN, tha ong/ba TEN NGI GOI.
Biet so may le cua cac bo phan.
4. Khong ket noi c
e ngh khach e lai li nhan. Hay noi: Tha ong/ ba TEN NGI GOI, khong co ai TEN BO PHAN, toi co the ghi lai li nhan khong?
Goi ten cua ngi goi.
e ngh ghi lai li nhan.
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BC 1. Xac nh li nhan cua ai
CAC KY NANG IEN THOAI Ghi lai li nhan

CACH LAM TIEU CHUAN LY DO KIEN THC Biet bang ch cai ng am quoc te (Tham khao Phan viec 3.3).
Li nhan co the c a ra trc tiep: tuan theo cung quy trnh nh vay.
Hoi ngi gi li nhan ve cac thong tin chi tiet e lien he vi ho.
Hoi ten ay u cua ngi e am bao rang ngi gi li nhan. nhan biet ai gi li nhan en. Ho i tho n g tin chi tie t ve ngi gi li nhan (v du nh so ien thoai, a ch th ien t). Hoi ten cong ty cua ngi gi tin nhan neu co the. Nhac lai cac chi tiet anh van, neu can thiet. e ngi nhan co the lien he vi ngi gi neu can thiet.
am bao rang ban ghi lai chnh xac cac chi tiet. e chuyen li nhan en ung ngi. Li nhan ch c chuyen en cho nhng ngi co the tm thay trong khach san. am bao rang ban a ghi lai cac chi tiet mot cach chnh xac. Biet bang ch cai ng am quoc te (Tham khao Phan viec 3.3).
2. Xac nh li nhan cho ai
Hoi ngi gi ve ho ten ay u cua ngi nhan li nhan.
Hoi ten ay u cua ngi nhan. Ho i bo pha n hoa c so buong/v tr co the cua ngi nhan (nh nha hang, ai sanh). Hoi ten cong ty/tap oan cua ngi nhan, neu co the. Nhac lai cac chi tiet. anh van, neu can thiet.
BC 3. Ghi lai li nhan
CACH LAM Hoi ngi goi xem ho muon chuyen li nhan g.
TIEU CHUAN
LY DO
KIEN THC Thng th cac khach san s dung cac bang ghi tin nhan ac biet hoac giay ghi tin nhan. Bang cach nay khach san se lu lai c mot ban sao cua li nhan a chuyen.
Ghi lai li nhan mot cach ro e ngi nhan co the de rang vao giay hoac nhap vao dang oc li nhan. may tnh. Phai ghi lai cac thong tin sau: e am bao ngi nhan Ten ay u cua ngi gi biet ai a gi li nhan. Thong tin lien he cua ngi e ngi nhan co the lien lac vi ngi gi neu can gi Ten ay u cua ngi nhan thiet. Bo phan hoac so buong /v tr e ban co the chuyen li nhan c ngay. co the cua ngi nhan Li nhan cu the Ngay va gi ban ghi lai li nhan Nhac lai li nhan (ac biet la cac chi tiet ve thong tin lien he, ngay va gi va ten cua ngi gi). am bao rang ban a ghi lai chnh xac li nhan. e ngi nhan co the lien lac vi ngi gi neu can thiet.
4. Lien lac vi ngi nhan
Thong bao cho ngi nhan ve li nhan va chuyen li nhan en cho ho.
Ngi nhan can nhan c Co the o la li nhan khan thong bao rang li nhan a cap. c nhan. Chuyen li nhan i ngay. Co the ngi nhan ang ch i li nhan o.
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4. TUAN TRA
Gii thieu:
Tuan tra la mot phan thiet yeu cua cac bien phap ngan nga that thoat tai san cua khach san. Thng xuyen kiem tra cac khu vc cua khach san se phat hien va ngan nga c cac rui ro va nguy c ve hoa hoan va ngap lut trc khi chung xay ra. Viec tuan tra nham muc ch: Phat hien va vo hieu hoa cac nguy c ve mat an toan an ninh, hoa hoan va ngap lut trc khi chung xay ra. Ngan chan cac hanh vi trom cap trong buong khach, trong phong thay o cua nhan vien hoac cac khu vc lam viec khac. Phat hien cac e doa anh bom hoac khung bo, cac vat dung va tai san cua khach san b giau i e mang i mot cach bat hp phap. am bao rang cac thiet b phong chay cha chay, en, cac ca so, v.v... anh hng en an toan va an ninh cua khach san hoat ong tot. Ngan chan toi pham hoac nhng khach khong co tham quyen tm cach ot nhap vao khach san. Gi cho cac loi thoat hiem c thong thoang va an toan. Phat hien cac tai san an trom b giau i. PHAN PHAN PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC VIEC VIEC SO SO SO SO SO SO 4.1: 4.2: 4.3: 4.4: 4.5: 4.6: S o cua khach san (Kien thc) Cac khu vc cong cong va khu vc danh cho nhan vien (Kien thc) Nhng ngi/ vat the ang ng (Kien thc) Kiem tra cac khu vc trong khach san Ghi chep viec tuan tra X ly vi cac ca buong e m
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CONG VIEC SO 4: TUAN TRA
KIEM TRA CAC KHU VC TRONG KHACH SAN
KIEM TRA CAC KHU VC CONG CONG CUA KHACH SAN
KIEM TRA KHU VC DANH CHO NHAN VIEN
KIEM TRA MAI NHA
KIEM TRA KHU VC E NOI HI CUA KHACH SAN
KIEM TRA CAC TANG KHACH
KIEM TRA EN BAO KHAN CAP
GHI CHEP TNH HNH VAO SO TRC TUAN TRA
BAO CAO VE TNH TRANG CA PHONG KHACH E NGO
KIEM TRA PHONG VE SINH DANH CHO KHACH
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GO CA HAI LAN TRC KHI VAO PHONG KHACH
11
CHAO KHACH VA T GII THIEU BAN THAN
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E NGH KHACH ONG CA PHONG
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THONG BAO CHO BO PHAN LE TAN
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NOI DUNG 1. S o cua khach san
TUAN TRA S o cua khach san (Kien thc)

MO TA TIEU CHUAN Biet v tr chnh xac cua: Cac nha hang an uong Cac phong hoi thao va tiec LY DO e ban biet cach hng dan ro rang cho khach, khach en tham va nhan vien en va i t cac khu vc khac nhau cua khach san. KIEN THC
Khach san la mot quan the toa nha vi nhieu chc nang khac nhau. Khach va khach en tham trong khach san vi nhieu ly do khac nhau. Nhan vien en khach san e lam viec. Nhiem vu cua nhan vien an ninh la phai biet chnh xac cac cach en va i t cac khu vc cua khach san.
Cac buong khach Cac tang khach Cac dch vu khac Cac bo phan khac e co the phan ng nhanh Cac khu vc cong cong chong trong cac trng Khu vc danh cho nhan vien. hp khan cap. Cac v tr khac ngoai (nh bai o xe, khu vc giao nhan, cac kho hang) Co kha nang giai thch mot cach n gian ve cach i en cac khu vc nay.
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NOI DUNG 1. Cac khu vc cong cong
TUAN TRA Cac khu vc cong cong va khu vc danh cho nhan vien (Kien thc)
Cac khu vc cong cong la cac khu vc trong khach san c danh cho viec s dung hang ngay va/hoac ni khach thue phong hoac khach en tham i lai. V du ve cac khu vc cong cong la hanh lang khach san, khu ca hang mua sam, v.v...
Biet chnh xac v tr cua cac e ban biet cach hng dan mot cach ro rang cho khu vc cong cong. khach, khach en tham va nhan vien cach i en va ri khoi cac khu vc cong cong khac nhau. Co kha nang hng dan e co the phan ng nhanh khach va nhan vien en va ri chong trong nhng tnh khoi khu vc o mot cach n huong khan cap. gian. Biet chnh xac cac khu vc e ban biet cach hng dan ro rang cho cac nhan danh cho nhan vien. vien va nhng khach co tham quyen i en va ri khoi cac khu vc khac nhau danh cho nhan vien trong khach san. Co kha nang hng dan e co the phan ng nhanh khach va nhan vien en va ri chong trong nhng tnh khoi khu vc o mot cach n huong khan cap. gian.
2. Cac khu vc danh cho nhan vien.
Khu vc danh cho nhan vien la cac khu vc trong khach san ma ch co nhan vien va nhng khach co tham quyen (nh cac nha thau) c phep tiep can.
Cac v du ve cac khu vc danh cho nhan vien cua khach san bao gom nha hang danh cho nhan vien, phong thay o cua nhan vien, van phong, phong un nc, v.v...

NOI DUNG 1. Nhng ngi ang ng
TUAN TRA Nhng ngi/ vat the ang ng (Kien thc)

MO TA TIEU CHUAN Hay chu y : Gii tnh. Chieu cao. Quan ao. Hanh vi. Cac vat the mang theo. LY DO Ban la tai, mat va mieng cua khach san. Thong tin nay se giup cho cac lc lng phan ng nhanh truy tm ngi nay, neu can thiet. KIEN THC
Mot ngi ang ng la ngi: Lai vang trong khu vc khong c phep (nh trong tang khach nhng ngi o cha ang ky trong khach san); Lai vang en ni khong ung muc ch s dung dch vu; Mac qua nhieu quan ao trong ieu kien thi tiet o; Nhn cham cham hoac theo doi nhan vien va/hoac khach; Lo lang; Co hanh ong gay roi, e doa hoac lam phien ngi khac.
Kheo leo tiep can va tm hieu, e khong lam gian oan khong oi au. viec theo doi. Khong bat gi. Viec nay trai vi luat phap. S ng vc phai c da tren cac hanh vi sau: Ngi o au. Thi iem ngi o xuat hien. Hanh ong cua ngi o. Khong c nghi ng tren c ay la s phan biet oi x s chung toc, mau da hoac - co the xuc pham en sac toc. ngi khac. Biet ve luat phap quoc gia ve bat gi ngi Viet Nam.
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NOI DUNG 2. Cac goi hang ang ng
MO TA Mot goi hang ang ng la mot goi hang vo chu, co nhng dau hieu cho thay s e doa hoac co thong iep e doa gan tren goi hang. -
TIEU CHUAN Hay chu y: Hnh dang cua goi hang. Kch thc cua goi hang. Cac dau vet ac biet tren goi hang.
LY DO Ban la tai, mat va mieng cua khach san. Thong tin nay giup cac lc lng phan ng nhanh xac nh loai phan ng ma ho ang x ly. Xac nh chu s hu cua goi hang. Trong trng hp o la mot qua bom.
KIEN THC
Kiem tra xem goi hang co thuoc ve ai trong so nhng ngi xung quanh khong. Khong dch chuyen, bao goi hoac s vao goi hang. Gi moi ngi tranh xa goi hang. 3. Nhng chiec xe ang ng Mot chiec xe ang ng la chiec xe hi, xe may, xe tai, xe thung, xe ap v.v.. o khong ung ni quy nh. Hay chu y: Mau sac cua xe. Hang xe. i xe. Bien so ang ky cua xe. Cac dau hieu ac biet cua xe. Kiem tra xem goi hang co thuoc ve ai trong so nhng ngi xung quanh khong. Khong dch chuyen, che phu hoac s vao xe. Gi moi ngi tranh xa.
Ban la tai, mat va mieng cua khach san. Thong tin nay giup cac lc lng phan ng nhanh truy tm khi can thiet. Xac nh chu s hu cua chiec xe. Trong trng hp chiec xe o mang bom.
NOI DUNG
MO TA
TIEU CHUAN Neu thay chiec xe ang ng o c lai i, hay ghi lai: Ngay va thi gian. So xe. Loai xe. Mau sac. Nhan dang cua lai xe. Hng xe chay i. Khong uoi theo xe o.
LY DO Thong tin nay giup cac lc lng phan ng nhanh truy tm chiec xe o.
KIEN THC
Viec nay co the nguy hiem va khong phai nhiem vu cua ban. Ban la tai, mat va mieng cua khach san. Thong tin nay giup cho cac lc lng phan ng nhanh xac nh ve loai e doa ma ho ang x ly. Trong trng hp o la qua bom. Tranh thiet b co the b kch hoat.
4. Cac thiet b ang ng
Mot thiet b ang ng la mot dung cu co: Day dan hoac nguon ien bat thng lo ra ben ngoai. Thung hoac chai co the nhn thay. Co gan ong ho hoac may em thi gian.
Hay chu y: Hnh dang cua thiet b. Kch thc cua thiet b. Cac dau vet ac biet tren thiet b. Am thanh phat ra. Khong dch chuyen, che phu hoac s vao thiet b. Gi moi ngi tranh xa. Khong s dung cac thiet b phat song (v du, bo am, ien thoai di ong) gan thiet b.
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82

BC 1. Kiem tra cac khu vc trong khach san Mai nha
TUAN TRA Kiem tra cac khu vc trong khach san

CACH LAM TIEU CHUAN Viec tuan tra khong c lam phien en khach, khach en tham va nhan vien. Bat ky rac ri, bao goi nao e khong ai b vap vao. co tren mai nha phai c Trong trng hp o la nhat i ngay (tr cac goi mot qua bom. hang/thiet b ang ng). Cac bao goi phai c cat tai Trong cac tnh huong khan cap, cac loi thoat hiem ni quy nh. phai c thong thoang. LY DO KIEN THC Biet ve s o cua khach san. (Tham khao Phan viec 4.1)
i cham qua toan bo cac khu vc cua khach san.
Chac chan rang mai khong co cac vat dung bao goi nao va ch co vien va khach en tham cho phep ra vao.
nha hoac nhan c
Cac tang khach
am bao chac chan rang cac tang khach khong co cac bao goi, hanh ly vo tha nhan va nh n g ng i kho n g c phep (nh nhng ngi khong ang ky, nhng ngi say ru, gai iem). am bao chac chan rang cac ca ngan chay lan eu m, cac loi thoat khan cap, cac cau thang bo eu thong thoang va cac hop ng voi cu hoa, cac bnh cu hoa eu hoat ong tot.
Cac hanh ly va bao goi vo tha nhan phai c kiem tra ve o ac ben trong va c cat gi theo quy nh ve o that lac va tm thay. (tr cac goi hang/thiet b ang ng).
Hanh ly e ba bai luon la muc tieu de dang cho bon trom tui xach. Xac nh bom hoac cac e doa khung bo khac. e cac o ac b mat co the tra lai cho ngi anh mat chung. Trong cac tnh huong khan cap, cac hanh lang va loi thoat hiem phai c thong thoang, v thi gian luc nay c tnh bang giay.
Biet cac nguyen tac va quy nh cua khach san ve o that lac va tm thay.
Loi i pha ben kia canh ca phai thong thoang. Cac loi thoat hiem khan cap phai luon luon thong thoang.
BC
CACH LAM
TIEU CHUAN
LY DO
KIEN THC
Cac ca ngan chay lan phai Trong trng hp co hoa luon m/ thong thoang. hoan, ca ngan chay lan se t ong ong lai va ngan khong cho la lan rong. Cac en bao khan cap va cac Trong cac tnh huong khan bien hng dan phai de nhn cap, cac en bao khan cap va hoat ong tot. phai hng dan moi ngi en loi thoat hiem, v cac en bnh thng co the khong hoat ong. Cac bnh cu hoa phai c Thi gian c tnh bang at ung ni va phai s dung giay. c. Ch nhng ngi co quyen (khach a ang ky va nhan vien) mi c tiep can cac tang khach. Ngan chan trom cap trong buong khach. Ngan chan anh bom hoac e doa khung bo. Bao ve khach, khach en tham, nhan vien va uy tn cua khach san. Tham khao Phan viec 8.2/ Bc 1.
Tu ng o ac cua nhan Tranh cac o ac va bao vien don buong phai luon goi khong c phep e vao. ong. Ca buong khach phai luon Ngan chan trom cap. ong. Tham khao Phan viec 4.6
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84
BC Cac khu vc cong cong, cac nha hang cua khach san va cac c s dch vu khac.
CACH LAM am bao rang cac khu vc nay khong co cac bao goi va hanh ly vo tha nhan va cac khach en tham khong c phep vao.
TIEU CHUAN Chu y en tat ca cac dch chuyen cua hanh ly, ac biet trong khi lam thu tuc nhan va tra buong vao gi cao iem va khi nhan/tra buong cho khach oan. Bat ky hanh ly/bao goi vo tha nhan nao cung phai c kiem tra o ac ben trong va cat gi theo quy nh ve o that lac va tm thay (tr goi hang/thiet b ang ng).
LY DO Hanh ly e ba bai se la muc tieu de dang cho bon trom tui xach. e tranh nham lan
KIEN THC
am bao rang cac ca ngan chay lan luon m, cac loi thoat hiem, cau thang bo va cac hop ng voi cu hoa luon thong thoang va cac bnh cu hoa hoat ong tot.
e xac nh bom hoac cac e doa khung bo khac. e o ac that lac de dang c tra lai cho ngi lam mat chung. Trong trng hp o la mot qua bom.
Biet nguyen tac va quy nh cua khach san ve cac o vat that lac va tm lai c.
Cac khach en tham khong e bao ve khach, khach c phep phai c mi ra en tham, nhan vien va uy mot cach lch s nhng kien tn cua khach san. quyet. Trong khoang thi gian t 11 e kiem soat ai la ngi ra gi em en 7 gi sang, tat ca va vao khach san. cac loi ra danh cho khach phai c khoa, tr loi vao chnh. Cac loi thoat hiem phai luon Trong cac tnh huong khan cap, thi gian c tnh thong thoang. bang giay.
BC
CACH LAM
TIEU CHUAN
LY DO
KIEN THC
Cac en khan cap va cac Trong cac tnh huong khan bien bao hng dan phai de cap, cac en khan cap phai nhn va hoat ong tot. hng dan moi ngi en loi thoat khan cap, v cac en bnh thng co the khong hoat ong. Cac bnh cu hoa phai c Trong cac tnh huong khan e ung v tr va de s dung. cap, thi gian c tnh bang giay Cac van phong am bao moi canh ca cua cac van phong eu c khoa sau gi lam viec. Cac ca van phong phai c Ngan nga nhng ngi khoa sau gi lam viec. khong c phep vao phong. Tat en. Tiet kiem ien va ngan nga hoa hoan.
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86
BC Nha ve sinh danh cho khach
CACH LAM am bao cac khu ve sinh nay khong co cac hanh ly, bao goi vo tha nhan va khach en tham khong c phep.
TIEU CHUAN Cac hanh ly hoac bao goi vo tha nhan phai c kiem tra cac o ac ben trong va cat gi theo quy nh ve o that lac va tm thay (tr cac goi hang/thiet b ang ng).
LY DO Hanh ly e vng vai se la muc tieu de dang cho bon trom tui xach. e xac nh bom hoac cac e doa khung bo khac. e cac o ac that lac c tra lai cho ngi lam mat chung. Trong trng hp o la mot qua bom.
KIEN THC
Xng danh trc khi bc Ngan nga viec xuc pham khach. vao. Nhng khach en tham e bao ve khach, khach khong c phep phai c en tham, nhan vien va uy mi ra khoi khach san mot tn cua khach san. cach lch s nhng kien quyet.
BC Cac khu vc danh cho nhan vien
CACH LAM am bao rang cac khu vc danh cho nhan vien eu co ca ngan chay lan e m, loi thoat hiem, cau thang bo thong thoang va cac hop ng voi cu hoa va cac bnh cu hoa hoat ong tot.
TIEU CHUAN
LY DO
KIEN THC
Cac loi thoat hiem khan cap Trong cac tnh huong khan cap, thi gian c tnh phai luon thong thoang. bang giay. Cac en khan cap va bien ch Trong cac tnh huong khan dan phai de nhn va hoat cap, cac en bao phai hng dan c moi ngi ong tot. en loi thoat hiem, v cac en bnh thng co the khong hoat ong. Cac bnh cu hoa phai c Thi gian c tnh bang e ung cho va con hoat giay. ong. Nhng ngi khong c Bao ve khach, khach en phep phai c mi ra mot tham, nhan vien va uy tn cach lch s nhng kien quyet. cua khach san. Tham khao Phan viec 8.2 / Bc 1.
Cac khu vc ben ngoai
am bao rang cac khu vc ben ngoai khach san (nh ng xe len xuong, bai o xe, khu xep d o) eu khong co cac hanh ly / bao goi vo tha nhan va ngi khong c phep.
Cac hanh ly / bao goi vo tha nhan phai c kiem tra o ac ben trong va c cat gi theo quy nh ve vat that lac va tm thay (tr bao goi/thiet b ang ng).
Xac nh bom hoac cac e doa khung bo khac. e cac o ac that lac c tra lai cho ngi b mat.
Nhng ngi khong c Bao ve khach, nhan vien va phep phai c mi ra mot uy tn cua khach san. cach lch s nhng kien quyet.
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88
BC 2. Tan xuat cac lan tuan tra
CACH LAM Tuan tra tat ca cac khu vc cua khach san cang thng xuyen cang tot.
TIEU CHUAN
LY DO
KIEN THC
Thay oi lch va mc o Tranh cho ngi khac biet viec i tuan tra c thc thng xuyen tuan tra. hien vao thi gian nao. Toi thieu phai co 3 hoac 4 lt i tuan tra trong khoang thi gian t 7 gi sang en 11 gi em theo qui nh cua khach san. Vao khoang thi gian t 11 gi em en 7 gi sang, khach ang ngu trong khi co t nhan vien lam viec. Hau het cac am chay xuat hien ban em v khong c phat hien kp thi. Biet cac nguyen tac va quy nh cua khach san ve so lan tuan tra hang ngay..

BC 1. Ghi chep cong viec tuan tra vao So ghi chep tuan tra
TUAN TRA Ghi chep viec tuan tra

CACH LAM TIEU CHUAN Bao gom cac thong tin: Ngay Gi Ten ay u cua ban Ch ky cua ban Theo th t thi gian. Ch viet tay ro rang bang but mc khong phai. LY DO e chac chan rang moi cuoc tuan tra a c thc hien. e ghi lai rang ban a thc hien viec tuan tra. KIEN THC
Ghi chep sau moi lan tuan tra vao So viec tuan tra.
2. Ghi chep tat ca cac ieu bat thng quan sat c vao So ghi chep
Ghi tat ca nhng ieu ban thay bat thng (nh ngi khong co nhiem vu ang trong khach san, bnh cu hoa b mat) vao So ghi chep, tr khi co ly do e nghi ng ve mot tnh huong khan cap.
Theo quy trnh ghi So ghi Ghi lai cac chi tiet cang chep trong ca. chnh xac cang tot. Theo doi cac vat quan sat thay bat thng. Trong tnh huong khan cap, ban phai hanh ong ngay.
Tham khao Phan viec 1.4 / Bc 1.
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90

BC 1. Bao cho ngi trong buong
TUAN TRA X ly vi cac ca buong e m

CACH LAM TIEU CHUAN Go to va ro rang LY DO Tranh viec xam pham en khach trong buong. Khach co the cha nghe thay ban. KIEN THC Biet cac nguyen tac va quy nh khach san ve viec vao phong khach.
Go ca hai lan trc khi bc vao buong e bao cho khach.
Lap lai hai lan
Neu co khach khong c Ton trong s rieng t cua bc vao buong khi cha khach. c phep. 2. Xng danh gii thieu khi trong buong co khach Chao khach va t gii thieu ve mnh va bo phan cua mnh. Hay noi: Xin chao (buoi sang/chieu/toi). TEN AY U CUA BAN, sau o la Bo phan An ninh. Neu ten ay u cua ban va bo Thong bao cho ngi trong phan cua ban. buong biet ban la ai. e ngh khach luon luon ong e ngan nga viec ke trom ca. vao phong khach. Bao cho le tan. Nhan vien le tan phai ghi chep vu viec.
BC 3. Khi buong khong co khach
CACH LAM Khong co tieng tra li sau khi go ca hai lan.
TIEU CHUAN
LY DO
KIEN THC
Bao bo phan le tan kiem tra Nhan vien le tan can ghi xem buong co khach hay chep vu viec. khong. Tat en. e tiet kiem ien va phong chay.
Kiem tra xem ca buong c am bao rang ca khong ong ung cach hay khong. co hong hoc ve ky thuat. Ngan nga nhng ngi khong co nhiem vu i vao buong khach. 4. Ghi lai cac trng hp ca buong khach e m vao So ghi chep. Ghi chep vao trong So ghi chep cac trng hp ca buong khach e m. Theo quy trnh ve So ghi e ghi lai cac chi tiet cang chep. chnh xac cang tot. e theo doi cac hien tng bat thng. Tham khao Phan viec 1.4 /Bc 1.
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5. X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN

Gii thieu:
Nhan vien Bo phan An ninh ong vai tro quan trong trong viec giai quyet cac vu viec lien quan en mat mat, h hong, toi pham hoac tai nan, v ho thng la mot trong nhng ngi au tien co mat tai hien trng. ieu quan trong la tat ca cac chi tiet cua vu viec phai c ghi lai va bao cao mot cach ay u va chnh xac en ung ngi/c quan chc nang va moi bang chng phai c bao quan. PHAN PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC VIEC SO SO SO SO SO 5.1: 5.2: 5.3: 5.4: 5.5: S cu y te (Kien thc) Kiem tra hien trng Phong van nan nhan Phong van nhan chng Ghi lai vu viec
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CONG VIEC SO 5: X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN
TM KIEM TAI KHU VC PHONG KHACH
KIEM TRA NHNG O VAT B HONG
KIEM TRA KHONG GIAN BUONG KHACH
KHONG S VAO HOAC DCH CHUYEN BAT KY BANG CHNG NAO
BAO QUAN BANG CHNG BANG CACH CHUP ANH BANG CHNG
CONG VIEC SO 5: X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN
T GII THIEU MNH VI NAN NHAN VA LAY THONG TIN CHI TIET
LANG NGHE MOT CACH CAN THAN
HOAN THANH LI KHAI CUA NAN NHAN
TUAN THU CHNH SACH CUA KHACH SAN KHI THONG BAO CHO NAN NHAN VE TRACH NHIEM CUA KHACH SAN

NOI DUNG 1. Biet ve nhng ngi a c ao tao ve s cu y te
X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN S cu y te (Kien thc)
MO TA TIEU CHUAN LY DO Cac nhan vien An ninh thng la mot trong nhng ngi au tien co mat tai hien trng vu tai nan/ chan thng. Nhan vien tong ai va van phong e ban co the lien he ngay Bo phan An ninh phai co danh vi ngi s cu y te. sach nay. e co nhng ngi s cu y te u kha nang khi can thiet. Moi bo phan eu phai co mot e co ung chung loai trong trng hp can en. hop s cu y te. Neu ban lay th g o ra khoi am bao rang hop s cu hop s cu y te, am bao la y te co ay u chung loai. sau o ban thong bao e bo sung lai. KIEN THC
Hau het cac khach san eu ao tao cho nhan vien an ninh ve s cu y te.
Co danh sach cac nhan vien u kha nang lam cong viec s cu y te.
2. Biet ni tm cac hop s cu y te
Biet ni cat gi cac hop s cu y te.
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NOI DUNG 3. Cac tnh huong s cu y te
MO TA Hau het cac tnh huong ve y te ma ban gap phai eu khong e doa ngay en tnh mang. Co mot so tnh huong ma ai cung co the x ly c vi cac ky nang s cu c ban va phng phap phu hp. Khi gap phai tnh huong y te khan cap, viec au tien la phai xac nh xem ban co the tr giup mot cach an toan va hieu qua khong. Khi a xac nh c rang ban khong gay ra nguy hiem cho chnh mnh va nan nhan van ang trong tnh trang tng oi an toan, hay giup ho neu ban co the lam c. Luon t bao ve mnh trc khi co gang giup nan nhan.
TIEU CHUAN Gi bnh tnh va than trong.
LY DO S hoang loan se gay ra hoac gop phan lam cho nan nhan b soc va co the la m cho nh n g ng i khac co hanh ong khong phu hp.
KIEN THC
Khong dch chuyen nan nhan Khi dch chuyen nan nhan, tr khi ban phai lam nh the v ban co the lam cho moi s an toan cua ban hoac cua viec xau i. nan nhan.
Goi bac s / xe cu thng khi Quan trong la e cho nhng ngi co chuyen can thiet. mon x ly cac tnh huong ve y te.
Dung gang tay y khoa. Dung dung cu bao ve thch hp khi phai ho hap nhan tao qua ng mieng.
Co nguy c cac chat dch trong c the nan nhan truyen sang ngi thc hien viec s cu.
NOI DUNG 4. Ba yeu to c ban trong cong thc ABC khi s cu y te
MO TA Cac yeu to c ban e xac nh tnh trang nan nhan va bat au cha tr nh sau: (Airway) Luong khong kh - M cac ca va duy tr luong khong kh thong thoang. (Breathing) Hi th - Kiem tra hi th cua nan nhan bang cach nghe mieng va nhn toan bo vung ngc. (Circulation) Tuan hoan Kiem tra he tuan hoan bang cach bat mach co tay, co chan hoac tren co hong.
TIEU CHUAN
LY DO
KIEN THC
Neu co bat ky nghi ng nao Luon luon kiem tra 3 yeu th phai tien hanh cap cu hoi to nay v ay la viec lam sc ngay. quan trong nhat. Khi ban biet la 3 yeu to nay bnh thng, ban co the chuyen sang tm hieu cac van e khac ma nan nhan co the gap phai.
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102

BC 1. Tm kiem tai khu vc/ buong khach
X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN Kiem tra hien trng
CACH LAM TIEU CHUAN Kiem tra buong khach/khu vc. Kiem tra cac dau vet vat ly (v du ca hong) Kiem tra cac nguy c (nh ga, ien, la) LY DO e hnh dung xem vu viec co the a xay ra nh the nao. Ngan nga nhng ngi (khac) b thng. KIEN THC Biet qui nh cua khach san ve bao quan dau vet hien trng.
i en hien trng cua vu viec ngay lap tc e kiem tra bang chng.
Khong s vao hoac di chuyen e ban khong xoa i cac dau vet vat ly. nhng bang chng co gia tr. Tm kiem cac khong gian Tm kiem nhng cat gi gan o (nh tu ng chng tiem nang. o cua nhan vien phuc vu buong va hop ng voi cu hoa). 2. Bao quan cac bang chng Chup anh bang chng hoac khoa/niem phong ky buong khach/khu vc. bang
Khong s vao hoac dch Rat can thiet cho nhng chuyen bat ky bang chng hanh ong tiep theo va/hoac bao hiem. nao. Khi khoa buong khach, hay dung cha khoa tong - thng viec nay do ngi quan ly trc ban hoac Giam oc bo phan buong thc hien. Tham khao Phan viec 1.9/ Bc 1.
BC 3. Kiem tra may ghi hnh (neu co)
CACH LAM Kiem tra cac bang ghi hnh co lien quan.
TIEU CHUAN Theo quy nh cua khach san.
LY DO e tm kiem bang chng.
KIEN THC Biet cac nguyen tac va quy nh cua khach san ve viec kiem tra cac bang ghi hnh.
4. Xac nh v tr cua vu viec
Xac nh xem vu viec xay ra trong hay ngoai khuon vien khach san.
Xac nh v tr cu the hn cua vu ay la thong tin thiet yeu viec, v du nh di voi sen cua khi quyet nh van e ve buong khach so 304. boi hoan.
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104

BC 1. Chao nan nhan
X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN Phong van nan nhan
CACH LAM TIEU CHUAN (buoi NAN LY DO KIEN THC
Hay noi Xin sang/chieu/toi), NHAN.
chao TEN
The hien mot thai o Mm ci. chuyen nghiep. Giao tiep bang mat. ng thang ngi. Kheo leo va lch s nhng nghiem tuc. Goi ten nan nhan. Neu ro ten ay u cua ban va Thong bao cho nan nhan biet ban la ai. ten bo phan lam viec.
2. T gii thieu mnh
T gii thieu mnh va bo phan cua mnh. Hay noi TEN CUA BAN, tiep theo la Bo phan an ninh. Hoi nan nhan cang nhieu chi tiet ve vu viec cang tot.
3. Khao sat tnh trang
Mat/h hong tai san: Ngay chnh xac va khoang e co c bc tranh hoan thi gian c xem la vu viec chnh ve vu viec. a xay ra. V tr chnh xac cua tai san Cac ghi chu chung chung la khong tot. trc khi b mat/h hai. Gia tr tng oi cua tai san b ieu quan trong la phai biet c gia tr cua tai san mat/h hai. b mat/h hai khi giai quyet cac yeu cau boi thng sau vu viec.
BC
CACH LAM
TIEU CHUAN Hang va loai tai san b mat/h hai. Ai a vao khu vc/ buong khach.
LY DO Cac yeu cau boi thng lien quan en tai san/chan thng, khong c khai bao trong li khai ban au se khong c xem xet giai quyet.
KIEN THC
Chan thng e co c bc tranh hoan Khoang thi gian chnh xac chnh ve chan thng. ma chan thng xay ra. V tr chnh xac ni chan Cac ghi chu chung chung la khong tot. thng xay ra. Tnh trang chan thng. ieu quan trong la phai biet tnh trang chan thng khi x ly cac yeu cau boi thng sau tai nan. Cho nan nhan thay thai o ton trong cua ban. The hien mot thai o chuyen nghiep.
4. Lang nghe mot cach can than
Gat au mot cach dt khoat.
Gat au. Giao tiep bang mat. ng thang ngi. Kheo leo va lch s nhng nghiem tuc. Goi nan nhan bang ten. Ghi lai.
e ban khong quen nhng chi tiet quan trong.
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106
BC 5. Hoan thanh li khai cua nan nhan
CACH LAM Ghi lai li khai cua nan nhan. Thong bao cho nan nhan ve trach nhiem phap ly cua khach san.
TIEU CHUAN Bao gom: Tat ca cac chi tiet chnh xac do nan nhan cung cap. Ten ay u cua nan nhan. So buong/bo phan cua nan nhan. Thong tin lien he ca nhan cua nan nhan. Ch ky cua nan nhan.
LY DO Cac ghi chu chung chung la khong tot.
KIEN THC
e co the lien he vi nan nhan khi can thiet. e khang nh rang nan nhan ong y vi noi dung cua li khai. ay la ieu quan trong oi vi nhng yeu cau boi thng sau o.
Ten ay u cua ban Ghi nhan rang ban ang x Ch ky cua ban ly vu viec. Ch viet tay ro rang bang but mc khong phai. 6. Ho tr ay u cho nan nhan Giup nan nhan, ngay ca khi vu viec xay ra ben ngoai khach san. Tuan theo chnh sach cua khach san khi thong bao cho nan nhan ve trach nhiem phap ly cua khach san. Tranh viec noi ra nhng thong tin khong chnh xac. Nan nhan co the qui trach nhiem cho khach san ve nhng g ban noi. Tranh cho cac chan thng b nang hn. Biet cac nguyen tac va quy nh cua khach san ve trach nhiem phap ly cua khach san. Tham khao Phan viec 5.1.
S cu y te neu can thiet.
Ho tr viec huy bo the tn The hien thai o chuyen dung, xin cap mi giay t i nghiep. lai, bao cao vu viec cho canh sat, v.v..

BC 1. Chao nhan chng
X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN Phong van nhan chng
Hay noi Xin chao (buoi sang/chieu/toi, tha TEN NHAN CHNG
Mm ci The hien mot thai o Giao tiep bang mat chuyen nghiep. ng thang ngi Kheo leo va lch s nhng nghiem tuc Goi nhan chng bang ten. Gii thieu ten ay u cua ban Thong bao vi nhan chng va ten bo phan cua ban. ban la ai.
2. T gii thieu mnh
T gii thieu ban than va bo phan cua mnh. Hay noi TEN CUA BAN, tiep theo la Bo phan an ninh. Hoi tat ca cac nhan vien va khach c biet la a i vao khu vc/buong khach hoac lam viec gan o.
3. Khao sat tnh trang
Can phai co s hien dien cua Tranh nhng mot Trng bo phan khac khong ung. khong phai bo phan an ninh trong buoi phong van.
buoc
toi
Thu thap nhng thong tin cu Cac ghi chu chung chung the va chnh xac. la khong tot. Vi t cach la nhan vien an Viec nay trai phap luat. ninh, ban khong co quyen kham xet ngi khac. Luat quoc gia ve kham ngi tai Viet Nam.
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BC 4. Lang nghe can than
CACH LAM Gat au dt khoat.
TIEU CHUAN
LY DO
KIEN THC
Gat au. The hien mot thai o Giao tiep bang mat. chuyen nghiep. ng thang ngi. Kheo leo va lch s nhng nghiem tuc. Goi nhan chng bang ten. Ghi lai. e ban khong quen nhng chi tiet quan trong. Bao gom: Tat ca cac chi tiet chnh xac do nhan chng a ra Ten ay u cua nhan chng e co the lien he vi nhan So buong/bo phan cua nhan chng khi can thiet. chng Cac chi tiet lien he ca nhan cua nhan chng Ch ky cua nhan chng e khang nh rang nhan chng ong y vi noi dung cua li khai. Ten ay u cua ban Ch ky cua ban e bao cao rang ban ang x ly vu viec.
5. Hoan thanh li khai cua nhan chng
Hoan thanh li khai cua nhan chng.
Moi nhan chng can co mot e co c nhng goc li khai rieng hoan chnh. nhn khac nhau ve vu viec. Ch viet tay ro rang bang but mc khong phai.
BC 6. Luc soat cac tu khoa trong trng hp mat mat/h hong
CACH LAM Tm kiem trong cac tu khoa thuoc quyen s dung cua nhng nhan vien a ra vao khu vc hoac lam viec gan v tr mat/h hong.
TIEU CHUAN Theo quy nh ve viec luc soat tu khoa.
LY DO
KIEN THC Tham khao Phan viec 12.5, 12.6 va 12.7
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BC 1. Ghi lai vu viec vao So ghi chep
X LY MAT MAT, H HONG, TOI PHAM HOAC TAI NAN Ghi lai vu viec
CACH LAM TIEU CHUAN LY DO KIEN THC Tham khao Phan viec 1.4/ Bc 1.
Ghi lai noi dung ngan gon ve vu vie c va o So ghi che p trong ca.
Theo quy trnh So ghi chep Ghi lai cac chi tiet cang trong ca. chnh xac cang tot. Co c bc tranh hoan chnh ve vu viec. Theo doi cac van e quan sat thay bat thng. Quy trnh: Dung ban li khai cua nan nhan. Dung (cac) ban li khai cua nhan chng. Dung cac quan sat va thc te ban thay. Nh n g ma t ma t va h ho n g, ne u kho n g c bao cao ung, sau nay co the tr thanh trach nhiem hnh s. Khi vu viec xay ra, ban la mot trong nhng ngi co mat au tien tai hien trng ch khong phai canh sat. Vu viec co the c giai quyet hay khong phu thuoc vao viec ban bao cao ay u hay khong. e bao cao rang ban ang x ly vu viec.
2. Hoan thanh bao cao ve vu viec
Viet mot bao cao ve vu viec vi ay u cac chi tiet ve vu viec.
Ten ay u cua ban. Ch ky cua ban.
Cac ghi chu chung chung ay u va chnh xac. Ch viet tay ro rang bang but la khong tot. mc khong phai.
BC 3. Chia se cac thong tin a ghi c
CACH LAM Phan phat cac ban sao bao cao ve vu viec, li khai cua nan nhan va (cac) li khai cua nhan chng.
TIEU CHUAN
LY DO
KIEN THC
Trong vong 12 gi, cac ban e thong bao kp thi cho sao phai c gi en: nhng ngi co lien quan Tong Giam oc ve vu viec. Giam oc an ninh Giam oc trc ban Khi vu viec co lien quan en mot nhan vien, Giam oc nhan s va Trng bo phan lien quan cung can phai co cac ban sao trong vong 12 gi.
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6. X LY CAC CHAT CAN C KIEM SOAT

Gii thieu:
Thc te thi gian qua cho thay co ton tai bat hp phap cac chat can c kiem soat trong khuon vien khach san. ieu quan trong la phai hanh ong nh sau: Tranh xam pham hoac quay roi s rieng t cua khach; am bao rang khach san tuan theo luat phap quoc gia cua Viet Nam lien quan en cac chat can c kiem soat. PHAN VIEC SO 6.1: PHAN VIEC SO 6.2: PHAN VIEC SO 6.3: Cac chat can c kiem soat (Kien thc) Ghi chep cac vat tm thay Thong bao cho ngi va n v co lien quan
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NOI DUNG 1. Cac chat can c kiem soat
X LY CAC CHAT CAN C KIEM SOAT Cac chat can c kiem soat (Kien thc)
MO TA TIEU CHUAN LY DO KIEN THC Biet luat quoc gia ve cac chat can c kiem soat Viet Nam.
Cac chat can c kiem soat la cac loai dc pham gay nghien. Thuat ng can c kiem soat co the dung giong nh thuat ng thuoc phien v chung co cung ngha. Co hai loai can c kiem soat: Cac chat gay nghien nhe. Cac chat gay nghien nhe co the gay ra nghien ve mat tam ly. V du ve cac loai gay nghien nhe la nha cay gai dau, can sa, la non cua cay gai dau, v.v... Cac chat gay nghien manh. Cac chat gay nghien manh co the gay ra nghien ve tam ly va the xac. No co the huy hoai nghiem trong en c the con ngi. Cac v du ve cac chat gay nghien manh la heroin, cocain, v.v... Chat gay nghien co the di dang bot, dung dch tiem, v.v...
Khong c cam gi hoac Se pham toi nghiem trong van chuyen chat can c neu ban co bat ky loai chat kiem soat. can c kiem soat nao.
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BC 1. i en hien trng
X LY CAC CHAT CAN C KIEM SOAT Ghi chep cac vat tm thay
CACH LAM TIEU CHUAN Ngay lap tc, khong tr hoan. LY DO S hu chat can c kiem soat la toi pham nghiem trong. KIEN THC
en ngay hien trng ni tm thay chat can c kiem soat.
Khong s vao vat tm thay. Co the b lay benh. Khong di chuyen vat tm thay. Canh sat can biet v tr chnh xac cua cac chat can c kiem soat c tm thay. 2. Ghi lai cac vat tm thay Viet ro cac chi tiet co lien quan. Bao gom: Mo ta ve chat o (nh dang Canh sat can biet cac chi tiet cang chnh xac cang tot. bot, mau sac, so lng). Mo ta vat dung cha ng. V tr chnh xac (v du: ben phai cua ban nc trong buong so 460). Cac thong tin chi tiet ve ca nhan khach/nhan vien (nh ten ay u, ngay sinh, a ch ca nhan). Ngay/ gi tm thay. Ve hoac chup anh hien trng. Viet ro rang s dung mc khong phai. Nhng ngi s hu bat ky loai nao can c kiem soat nao eu phai oi mat vi hnh phat nghiem khac.
Thong tin co the can thiet phuc vu cong tac ieu tra sau nay.

BC 1. Thong bao cho nhng ngi co lien quan
X LY CAC CHAT CAN C KIEM SOAT Thong bao cho ngi va n v co lien quan
CACH LAM TIEU CHUAN LY DO KIEN THC Biet cac nguyen tac va quy nh cua khach san ve viec bao cao viec tm kiem cac chat can c kiem soat.
Lien he ngay vi nhng ngi co lien quan khi tm c cac chat can c kiem soat.
Tuan theo chnh sach cua S hu cac chat can c khach san. kiem soat la pham toi nghiem trong. Lien he vi: Tong Giam oc ieu quan trong la viec tm Giam oc an ninh kiem chat can c kiem soat phai c thc hien Ngay lap tc, khong tr hoan mot cach chnh xac. Khong noi ve vat tm thay vi e bao ve uy tn cua khach cac ben th ba. san.
2. Thong bao cho cac n v co lien quan
Ban quan ly khach san se lien he vi canh sat neu can thiet.
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7. X LY KHI CO NGI CHET TRONG KHACH SAN

Gii thieu:
Mac du cac trng hp t vong trong khuon vien khach san thng lien quan en mot so t nhan vien hoac khach, ban can phai biet lam g khi xay ra s viec nay. PHAN VIEC SO 7.1: PHAN VIEC SO 7.2: PHAN VIEC SO 7.3: Bao ong s co Kiem tra buong/ khu vc xung quanh Ghi chep ve s viec
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BC 1. Kiem tra cac bc s cu au tien
X LY KHI CO NGI CHET TRONG KHACH SAN Bao ong s co

CACH LAM TIEU CHUAN Theo quy trnh s cu y te. LY DO ieu quan trong la phai kiem tra cac dau hieu au tien v nan nhan co the van con song. KIEN THC Tham khao Phan viec 5.1.
Luon luon kiem tra cac dau hieu cua s song nh hi th, mach va tim.
2. Thong bao cho nhng ngi lien quan
Khi khong con dau hieu cua s song nh hi th, mach va tim, cung cap thong tin cho nhan vien trc tong ai e thong bao cho nhng ngi co lien quan.
Lien he vi: Tong Giam oc Giam oc trc ban Giam oc an ninh
Phai thong bao cho Ban Giam oc khach san ve trng hp nghiem trong nay.
Khi trng hp t vong la Tranh s hoang loan, do nhan vien: Giam oc nhan vay ch thong bao cho s hoac trng Bo phan cua nhng ngi cu the. nhan vien o. Bac s. Ch co bac s la ngi u tham quyen e thong bao hoac xac nhan t vong.
Canh sat neu Ban giam oc Khi phai thc hien cuoc ieu tra. khach san yeu cau. Thong tin bao gom: Te n cu a na n nha n (ne u biet). Gii tnh cua nan nhan. Tuoi c tnh cua nan nhan.
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BC
CACH LAM
TIEU CHUAN
LY DO
KIEN THC
V tr chnh xac cua xac ngi Cac lc lng khan cap can (v du: trong phong tam cua biet chnh xac ni can en. buong so 304). Cac dau hieu ang ng xung Viec nay se giup cho cac quanh (nh tm thay dau vet lc lng khan cap trong chat can c kiem soat). viec ieu tra.

BC 1. ong ca va bao ve buong khach/khu vc
X LY KHI CO NGI CHET TRONG KHACH SAN Kiem tra buong/ khu vc xung quanh
CACH LAM TIEU CHUAN Ch nh mot ngi bao ve hien trng. Khong dch chuyen hoac s vao xac nan nhan khi cha c phep. LY DO Bao ve cac bang chng. Gi kho n g cho ng i khac ben ngoai khu vc en gan. KIEN THC Biet cach khoa ky ca buong (Tham khao Phan viec 1.9/ Bc 1)
Khoa ky ca buong khach/ hien trng, ngan cach vi khu vc cong cong.
Khong cung cap thong tin cho Bao ve s rieng t cua nan cac ben th ba, bao ch va nhan va uy tn cua khach san. truyen thong. Khong cho phep nhng ngi khong co trach nhiem vao hien trng. 2. Kiem tra buong khach/ khu vc Kiem tra ky buong khach, khu vc xung quanh. Kiem tra cac tai buong khach/khu vc: Cac dau vet c hoc (nh ca b hong) Kh oc (nh kh ga, khoi la, ien) Khong s vao hoac di chuyen cac dau vet c hoc. e co c y tng ve cach nan nhan chet nh the nao. ay la thong tin quan trong cho cac lc lng khan cap. e ban khong xoa i cac chng c hu dung.
Kiem tra cac nguy c (nh ga, Tranh cho nhng ngi ien, la). (khac) b thng. Tm kiem cac khong gian e kiem tra cac chng c cha gan o (nh cac tu ng tiem tang. o cua nhan vien don buong va cac hop cha voi cu hoa).
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BC 3. Thu thap cang nhieu thong tin cang tot
CACH LAM Thu thap cang nhieu thong tin cang tot, trong khi ch i lc lng khan cap en.
TIEU CHUAN Bao gom: Ten ay u cua nan nhan. Ngay nhan/tra buong co the cua nan nhan. Ten ay u va a ch cua ngi a phat hien ra nan nhan. Ten ay u va a ch cua cac nhan chng (ho phai c yeu cau co mat e tra li phong van cua canh sat). Ten ay u va ni song cua cac than nhan cua nan nhan.
LY DO Cac thong tin nay se giup cho lc lng phan ng nhanh trong viec ieu tra vu viec.
KIEN THC

BC 1. Ghi chep ve s viec vao So ghi chep
X LY KHI CO NGI CHET TRONG KHACH SAN Ghi chep ve s viec

Ghi cac thong tin ngan gon ve s viec vao So ghi chep.
Theo quy trnh ve So ghi chep Ghi lai cac chi tiet cang chnh xac cang tot e co trong ca. c bc tranh toan canh ve s viec. Bao gom: Ngay Gi Cac thong tin t (cac) li khai cua nhan chng. Quan iem va nhan xet cua chnh ban. Ten ay u cua ban. Ch ky cua ban. Ch viet tay ro rang bang but mc khong phai. Chnh xac va ay u.
2. ien vao phieu ghi xac chet trong toa nha
ien vao phieu ghi xac chet trong toa nha vi cac chi tiet ay u cua s viec.
e ghi lai cac thong tin cang chnh xac cang tot.
e ghi lai rang ban a x ly vu viec.
Cac ghi chu chung chung la khong at yeu cau. Thong tin nay co the can thie t cho lua t s cu a khach san. Can phai tranh s hoang loan, ch co nhng ngi cu the c thong bao.
3. Phan phat Phieu ghi xac chet trong toa nha
Phan phat cac ban sao cua Phieu ghi xac chet trong toa nha.
Trong vong 12 gi, cac ban sao phai c gi en: Tong Giam oc Giam oc An ninh Khi xac chet la nhan vien: Giam oc Nhan s hoac Trng bo phan cua nhan vien b chet.
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8. KIEM TRA CAC THIET B PHONG CHAY CHA CHAY

Gii thieu:
Trong trng hp hoa hoan, thi gian c tnh bang giay! Do o, ieu quan trong la cac thiet b phong chay cha chay phai c kiem tra thng xuyen va san sang s dung. Cac nhan vien Bo phan an ninh ong vai tro quan trong trong viec kiem tra cac thiet b nay. PHAN VIEC SO 8.1: PHAN VIEC SO 8.2: PHAN VIEC SO 8.3: Cac thiet b phong chay cha chay (Kien thc) Kiem tra cac thiet b phong chay cha chay Ghi chep viec kiem tra cac thiet b phong chay cha chay
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CONG VIEC SO 8: KIEM TRA CAC THIET B PHONG CHAY CHA CHAY
CAC LOAI BNH CHA CHAY KHAC NHAU
BNH CHA CHAY DUNG BOT KH CO2
HE THONG VOI PHUN NC
C LAP AT TRONG KHU VC PHONG CUA KHACH VA HANH LANG KHACH SAN
KIEM TRA THIET B PHAT HIEN NHIET
KIEM TRA THIET B PHAT HIEN KHOI
HNG DAN THONG BAO CHAY
BANG KIEM SOAT HOA HOAN
KIEM TRA BNH CHA CHAY
KIEM TRA NOI QUY PHONG CHAY TRONG PHONG KHACH
10
KIEM TRA DAU NIEM PHONG
11
KIEM TRA TRONG LNG
12
GHI VAO SO THEO DOI TNH HNH TRONG CA TAT CA CAC HIEN TNG BAT THNG
13
THEO QUY TRNH GHI CHEP SO TRONG CA LAM VIEC
14

NOI DUNG 1. Bnh cu hoa
KIEM TRA CAC THIET B PHONG CHAY CHA CHAY Cac thiet b phong chay cha chay (Kien thc)
Bnh cu hoa la mot thiet b cha nguyen lieu di dang nen e ngan chan la chay, c phun thang vao am chay e dap tat am chay.
Cac loai bnh cu hoa khac Khong phai tat ca cac am nhau c thiet ke e dap tat chay eu giong nhau. cac loai am chay khac nhau. Cac loai bnh cu hoa c Hau het cac bnh cu hoa co phan loai theo loai nguyen dan nhan mang tnh hnh tng lieu ang chay. ve loai am chay c s dung oi vi bnh cu hoa o. Neu ban dung khong ung loai bnh cu hoa oi vi loai am chay, ban co the lam cho tnh hnh xau hn.
Cac loai bnh cu hoa: Bnh cu hoa dung nc c nen bang kh (APW) Bnh cu hoa nay c o ay khoang hai phan ba bang nc thong thng va c nen bang khong kh thong thng. c thiet ke ch dung cho cac am chay loai A (cac nguyen lieu bat chay khong phai la kim loai): Go Giay Vai Rac Nha Cac am chay loai A thng e lai tan tro.
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NOI DUNG
MO TA
TIEU CHUAN
LY DO
KIEN THC
Khong dung nc e dap cac Nc hoan toan khong co am chay t chat long. hieu qua e dap tat loai am chay nay va ban co the lam la lan rong hn neu dung nc. Khong dung nc e dap tat cac am chay t ien. Cac thiet b ien phai c rut ra va/hoac ngat nguon ien trc khi dung bnh cu hoa nc e dap la. Bnh cu hoa dung bot kh cac bon (CO2) Bnh cu hoa dung bot kh cac bon khong chay c o ay bnh nen hi di ap suat cc manh. Ban co the nhan ra mot bnh cu hoa kh cac bon bang chiec voi phun cng va khong co ong ho o ap lc kh. Ap suat trong bnh manh en mc khi ban dung mot trong cac bnh nay, se co mot t nc a kho ban ra t mieng voi phun. c thiet ke e dung cho cac am chay loai B (cac chat long b chay): Xang Dau Dau nhn Nc Axeton Cac am chay loai B thng bao gom cac nguyen lieu Soi hoac Co sui bot. Nc la chat dan ien tot, do o ban co the b ien giat neu dung nc e dap am chay ien.
NOI DUNG
MO TA
TIEU CHUAN c thiet ke cho cac am chay loai C: Cac thiet b ien (ngay ca khi van ang con cam ien). Cac am chay loai C thng c x ly ngay tren dong ien. Cac bnh cu hoa kh cac bon thng co trong cac phong ky thuat, nha bep, va cac khu vc cat gi cac chat long de chay. Biet v tr cua chung.
LY DO
KIEN THC
Hoa chat kho (ABC)
Bnh cha cu hoa s dung hoa chat kho co the co nhieu loai khac nhau, ban co the thay tren nhan cua chung:
ieu cc ky quan trong la ban phai xac nh c loai bnh cu hoa s dung hoa chat kho nao c e trong khach san cua ban. Ban khong muon s dung nham bnh cu hoa loai "BC" cho am chay loai A, hay ngh en viec dung bnh cu hoa loai "ABC".
DC la viet tat cua hoa chat kho - tieng Anh ABC co ngha la chung c thiet ke e dap tat cac am chay loai A, B va C. BC co ngha la chung c thiet ke e dap tat cac am chay loai B va C.
oc cac nhan tren bnh.
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NOI DUNG
MO TA
TIEU CHUAN Cac bnh cu hoa nay co tai cac phong ky thuat, nha hang cua nhan vien, van phong, v.v. Cac bnh cha chay bang bot hoa chat kho c thiet ke e dap cac am chay loai B va C co the c at tai nhng v tr nh trong nha bep hoac cac ni co chat long de chay.
LY DO
KIEN THC
NOI DUNG 2. Thiet b phat hien khoi
MO TA Thiet b phat hien khoi (oi khi con c goi la au bao khoi) la mot thiet b an toan dung e phat hien khoi trong khong kh va phat ra tn hieu bao ong, do o bao cho ngi gan o biet ve nguy c am chay. Thiet b phat hien nhiet la mot thiet b an toan, chung se phat ra tn hieu bao ong cho ngi gan o ve nguy c mot am chay neu nh nhiet o vt qua mc nhat nh. He thong voi phun nc la mot he thong gom cac au voi va ng ong chm e dap tat cac am chay trong va ngoai khach san vi chat chong chay chu yeu la nc. Khi he thong voi phun m ra, nc se chay trong he thong va bat tn hieu bao ong.
TIEU CHUAN Cac thiet b phat hien khoi c gan trong buong khach, trong cac tang co buong khach va trong cac nha hang cua khach san, v.v..
LY DO Cac thiet b phat hien khoi rat phu hp e phat hien cac am chay cham, am . Nhng chung cung phat hien c cac am chay nhanh, am chay thanh la co the ot chay ma khong sinh ra nhieu khoi.
KIEN THC
3. Thiet b phat hien nhiet
Cac thiet b phat hien nhiet Cac thiet b phat hien nhiet c gan trong nha bep, rat phu hp cho cac moi phong tam hi, ga ra o to, v.v trng bui ban va nhieu khoi trong ieu kien thong thng hoac ni thng co mat o khoi cao. Cac voi phun c at buong khach, phong thay o cua nhan vien, cac nha hang trong khach san, v.v... Voi phun khong ch bao ong cho moi ngi ve am chay ma con co the m t ong rat nhanh va dap tat am chay.
4. He thong voi phun nc
Cac voi phun c e cach quang e co the ngan chan am chay bang mot lng nc va phai. Trong gan nh hau het cac trng hp, ch co mot voi phun c e m.
Mot am chay c dap tat nhanh khong the san sinh ra khoi va lng kh cac bon oc ma no mang theo.
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NOI DUNG 5. Cuon voi cu hoa
MO TA Cuon voi cu hoa la mot cuon voi ln, c noi trc tiep vao he thong cung cap nc chnh cua khach san va keo dai ra khoang 9 met. Voi nay mang nc t ni cung cap nc en khu vc am chay. iem bao ong thu cong (oi khi c goi la iem pha knh) la mot thiet b an toan bao gom mot tam knh chan. Tam knh nay co the b pha bo e keo chuong bao chay.
TIEU CHUAN Cac cuon voi cu hoa c e trong hop ng c gan trong tng cac v tr de nhn trong hanh lang hoac ai sanh.
LY DO Cuon voi cu hoa c moi ngi s dung e dap am chay, ac biet la khi ho b ket lai va khong the thoat ra loi thoat khan cap c.
KIEN THC
6. Cac iem bao ong thu cong
Cac iem bao ong thu cong c at cac tang co buong khach, trong cac nha hang cua khach san, trong cac van phong, v.v...
Cac iem bao ong thu cong la phng phap nhanh chong e keo chuong bao ong trong trng hp hoa hoan. Khi co am chay khi phat, trc het phai keo chuong bao, sau o mi tm cach dap tat am chay.
7. Bang kiem soat hoa hoan
Bang kiem soat hoa hoan la mot he thong e nhan cac thong tin t cac thiet b au vao (nh thiet b phat hien khoi, thiet b phat hien nhiet, cac iem bao ong thu cong), x ly thong tin va ieu khien cac thiet b au ra (chuong). Bang kiem soat hoa hoan c noi vi lc lng cu hoa va cac may nhan tin cua cac nhan vien co vai tro chu yeu trong viec s tan khi hoa hoan.
Moi khach san eu co mot Nhng bo phan nay ong bang kiem soat hoa hoan, vai tro quan trong trong thong thng c at tai Bo viec x ly khi co hoa hoan. phan Le tan/ Ky thuat/ An ninh (theo chnh sach cua khach san).

BC 1. Kiem tra cac bnh cu hoa
KIEM TRA CAC THIET B PHONG CHAY CHA CHAY Kiem tra cac thiet b phong chay cha chay
CACH LAM TIEU CHUAN Kiem tra cac bnh cu hoa theo chung loai. Kiem tra tng bnh cu hoa ve: Trong lng Niem phong Tnh trang an toan LY DO ieu quan trong la tat ca cac bnh cu hoa phai s dung c. Trong trng hp hoa hoan, thi gian c tnh tng giay. KIEN THC Biet v tr cua tat ca cac bnh cu hoa trong khach san.
Kiem tra mot cach co he thong tat ca cac bnh cu hoa tai v tr cua chung. Thay the cac bnh khong s dung c va/hoac cac bnh b thieu bang cac bnh tot.
Hay can than khi di chuyen Tranh cho bnh cu hoa b ro r. cac bnh cu hoa. Tranh cho ban khoi b thng. Viec kiem tra phai c thc e viec o tr thanh thoi hien hang tuan vao mot ngay quen cua ban. nhat nh (theo chnh sach e ban khong b quen. cua khach san). Biet quy nh va nguyen tac cua khach san ve kiem tra bnh cha chay. Biet cac nguyen tac va quy nh cua khach san ve kiem tra cac thiet b phat hien khoi/ nhiet.
2. Kiem tra cac thiet b phat hien khoi /nhiet
Kiem tra c hoc ve tnh trang hoat ong cua cac thiet b pha t hie n kho i /nhie t trong khach san.
Kiem tra va lau sach cac thiet am bao rang cac thiet b b phat hien khoi /nhiet theo phat hien khoi /nhiet hoat quy nh nh ky (tuan theo ong tot. chnh sach khach san).
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142
BC 3. Kiem tra cac hop ng voi cu hoa
CACH LAM Kiem tra c hoc tat ca cac hop ng voi cu hoa trong khach san.
TIEU CHUAN
LY DO
KIEN THC
Kiem tra lp sn cua cac hop V hau het cac cuon voi cu hoa c e trong ng voi cu hoa. hop, chung can phai co cac ky hieu thch hp ve v tr cua chung. Viec kiem tra phai c thc e viec o tr thanh thoi hien hang tuan vao mot ngay quen cua ban. nhat nh (theo chnh sach e ban khong b quen. cua khach san). Biet cac nguyen tac va quy nh cua khach san ve kiem tra cac hop ng voi cu hoa.
4. Kiem tra bang kiem soat hoa hoan
Kiem soat bang ieu khien hoa hoan xem co tn hieu hoa hoan khong.
Kiem tra cac en th xem cac tn hieu hang ngay co ngat khong. Th cac en cho chung hoat ong hieu qua (hang tuan). (theo chnh sach cua khach san).
Bang ieu khien hoa hoan hoat ong tot la ieu rat quan trong, e cho cac thiet b an toan (cac thiet b phat hien khoi, cac iem bao ong thu cong) co the gi cac thong tin en bang kiem soat hoa hoan trong trng hp co am chay.
Biet cac nguyen tac va quy nh cua khach san ve kiem tra bang kiem soat hoa hoan.

BC 1. Hoan thanh ho s kiem tra bnh cu hoa
KIEM TRA CAC THIET B PHONG CHAY CHA CHAY Ghi chep viec kiem tra cac thiet b phong chay cha chay
CACH LAM TIEU CHUAN Bao gom: Ngay kiem tra Gi kiem tra LY DO e ghi lai rang viec kiem tra bnh cu hoa a c hoan tat. e biet rang bnh cu hoa co the s dung c. Theo doi cac bat thng. KIEN THC
Hoan thanh ho s kiem tra bnh cu hoa.
Nhng bat thng
Ten ay u cua ban e ghi lai rang ban a thc Ch ky cua ban hien viec kiem tra. Ch viet tay ro rang bang but mc khong phai. 2. Ghi cac ieu bat thng tm c vao so ghi chep Viet cac bat thng (nh bnh cu hoa het han s dung, en bao b ngat, cac dau hieu khong ro rang) ma ban phat hien c khi kiem tra vao so ghi chep trong ca. Phan phat ban sao cua ho s kiem tra bnh cu hoa Theo quy trnh So ghi chep Theo doi cac quan sat thay trong ca. bat thng. Tham khao Phan viec 1.4/ Bc 1.
3. Phan phat ho s kiem tra bnh cu hoa
Trong vong 12 gi, moi ban e a ra nhng hanh sao c gi en: ong chnh xac khi can Trng bo phan ky thuat va thiet. bao tr. Giam oc an ninh
143
9. OI PHO VI HOA HOAN

Gii thieu:
Hoa hoan ay moi ngi trong khach san vao tnh the nguy hiem, khong ch vi nhng ngi thieu can trong co the a gay ra am chay tai ni khi phat. Nguy c thc s khong ch do la ma con ca khoi va bui, thng lam cho nan nhan nghet th rat lau trc khi la thc s ben en ho. Phong nga hoa hoan la viec lam cua tat ca moi ngi. PHAN VIEC SO 9.1: PHAN VIEC SO 9.2: Bao chay S tan khoi khach san
145

BC 1. Kch hoat bang kiem soat hoa hoan
OI PHO VI HOA HOAN Bao chay

Kch hoat tat ca cac iem bao chay thu cong trong khu vc co hoa hoan.
Pha bo cac tam knh ngan tai Viec nay se tao ra mot tn cac iem bao ong thu cong hieu e thong bao cho ngi khac. trong khu vc. No thong bao cho nhan vien trc tong ai biet v tr cua am chay (tren bang kiem soat hoa hoan) e nhan vien nay co the hng dan tot hn cho lc lng cu hoa khach san en v tr co chay. Bao gom: Ten ay u cua ban Bo phan cua ban V tr chnh xac (nh tren tang khach th t, trc ca thang may ben trai). Nguyen lieu ang chay (kim loai, go, nha) Mc o am chay (nho, ln) Gi bnh tnh va tnh tao Nhan vien trc tong ai can cac thong tin nay e goi cho lc lng cu hoa.
2. Lien he vi nhan vien trc tong ai
Goi cho nhan vien trc tong ai va xac nhan am chay.
S hoang hot co the lam cho ngi khac hanh ong mot cach khong hp ly. Tranh nham lan.
Noi cham va ro rang
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148
BC 3. Cha chay
CACH LAM Dung cac phng tien cha chay tai cho e dap tat. Huy ong moi ngi xung quanh tham gia cha chay.
TIEU CHUAN
LY DO
KIEN THC
Luon bao am an toan tnh Han che toi a tranh thiet mang cho ban than va nhng hai ve ngi. ngi xung quanh au tien.

BC 1. S tan khoi khach san
OI PHO VI HOA HOAN S tan khoi khach san

CACH LAM TIEU CHUAN LY DO KIEN THC Biet cac nguyen tac va quy nh cua khach san ve s tan khi co hoa hoan.
Tuan theo quy trnh s tan hoa hoan cua khach san khi co chuong bao chay.
Tuan theo quy trnh s tan hoa hoan cua khach san. Thc hien nhiem vu cua ban. La nhan vien Bo phan an ninh, ban c giao mot so nhiem vu e thc hien. Gi bnh tnh va tnh tao. S hoang hot co the cung lam cho ngi khac hanh ong mot cach khong hp ly.
Khong dng lai e tm t trang Thi gian c tnh tng giay. hoac lay o ac ca nhan. Khong goi cho ngi khac e Nhan cac chuong bao chay kiem tra xem co that la co hoa mot cach nghiem tuc. hoan khong. Neu co the: - Tat cac thiet b ien (nh may tnh, may in v.v...). - e en sang - ong ca so va ca chnh (khong khoa ca) Thong bao va giup ngi khac xung quanh. i bo, khong c chay.
e bao ve lc lng cu hoa va nhng ngi khac. Tranh cho la lan rong.
Ban tao ra s hoang hot va ban co the nga.
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150
BC
CACH LAM
TIEU CHUAN
LY DO
KIEN THC
Khong dung bat ky thang Cac cho thong hi cua may nao. thang may co the giong nh ong dan khoi va thang may co the t dng tai ni ang chay. Thang may cung co the chuyen khoi va la en cac phan khac cua khach san. Khi ban a hoan thanh xong nhiem vu cua mnh, hay en iem tap trung cua khach san. Cung cap cac thong tin ve am chay hoac ve nhng ngi ang con trong khach san cho lc lng cu hoa hoac cho Giam oc khach san. Ban Giam oc khach san can phai kiem tra xem moi ngi co an toan khong. e chac chan rang nhng ngi nay c cu song an toan ra khoi khach san.
Khong tr lai toa nha, tr khi Co the khong an toan cho ban c lc lng cu hoa ban khi ban tr lai toa nha. yeu cau. 2. Khi ban khong the ri khach san Ban khong the ri khoi khach san v cac loi thoat hiem eu b tac nghen. Nam thap xuong sat san nha. cho ay co khong kh sach va mat hn. Bo en ben ien thoai va e cho ai o biet ban au. quay so 114. Biet so ien thoai khan cap quoc gia 114.
BC 3. S tan khach co nhu cau ac biet (ngi tan tat, tre em, phu n co thai, ngi gia, tre em)
CACH LAM a nhng ngi nay tren cung mot tang en khu vc khac cua khach san, tranh xa ni ang co e doa.
TIEU CHUAN Thong bao cho lc lng khan cap ve v tr cua ho. Nhng ngi nay phai c a en cung mot ni cho en khi co s giup .
LY DO e cho nhng ngi nay co the lai ben trong va c bao ve tranh thi thiet xau (v du, thi tiet qua nong nc, ma ln) va khong phai s dung thang bo e ri khoi khach san.
KIEN THC Biet s o cua khach san (tham khao Phan viec 4.1).
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10. X LY E DOA ANH BOM

Gii thieu:
Cac khach san von de b khung bo: Do v tr co nh va hoat ong giao dch chnh hang ngay tao ra mot vo boc hoan hao cho hoat ong toi pham. Nhieu xe co va ngi ra vao, hau het khong co qui luat. ieu nay ac biet ung oi vi cac khach san ln co quan the bao gom quan bar, nha hang, CLB va cac tien nghi sinh hoat cong cong khac. Nguy c chnh la cac cuoc ien thoai e doa anh bom. Phan ln nhng li e doa o la hu doa, nhng luon phai c xem xet mot cach nghiem tuc. Co hai cach giai thch lo gc khi co thong bao e doa anh bom nh sau: Ngi goi biet ro rang hoac tin rang co chat no hoac bom chay a hoac se c at vao khach san va ngi goi ien thoai muon giam thieu ton that ve ngi hoac tai san cho khach san. Ngi goi co the la ngi at bom hoac la ngi biet ve thong tin nay. Ngi goi muon tao ra mot bau khong kh lo lang va hoang hot e pha v hoat ong bnh thng cua khach san. PHAN VIEC SO 10.1: PHAN VIEC SO 10.2: PHAN VIEC SO 10.3: X ly cuoc goi Bao cao ve cuoc goi S tan khoi khach san
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CONG VIEC SO 10: X LY E DOA ANH BOM PHAN VIEC SO 10.1: X ly cuoc goi
BC 1. Hoi ngi goi en cang nhieu thong tin cang tot CACH LAM Gi cuo c no i chuye n v i ngi goi cang lau cang tot. Ghi lai thong tin: TIEU CHUAN Co gang xac nh: V tr chnh xac cua qua bom. LY DO Ban co cang nhieu thong tin th se ho tr cho lc lng khan cap cang nhieu trong viec oi pho vi e doa anh bom. KIEN THC
Qua bom trong nh the nao Thi gian phat no Bom c kch no bang g Khoi lng thuoc no Loai thuoc no c s dung Ly do cho hanh ong o Yeu cau ngi goi nhac lai Gi cuoc noi chuyen vi ngi goi tren ng day thong tin ien thoai. am bao rang ban co thong tin chnh xac. Gi tnh tao va bnh tnh. S hoang hot co the khien ban hanh ong mot cach khong hp ly. ac biet chu y en nhng tieng on xung quanh ngi goi (nh tieng nhac, giao thong). Chu y nghe xem ngi goi la nam hay n, chat lng giong (bnh tnh, b kch ong), giong ieu, nhng cau noi lap, v.v... ieu nay co the dung e nh v v tr cua ngi goi. ieu nay co the giup cho lc lng khan cap truy tm cuoc goi.
2. Lang nghe can than
Khong ngat li ngi goi.
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156
CONG VIEC SO 10: X LY E DOA ANH BOM PHAN VIEC SO 10.2: Bao cao ve cuoc goi
BC 1. Ghi vao Phieu e doa anh bom CACH LAM Ghi lai tng ch ma ngi goi noi vao Phieu e doa anh bom ngay sau khi cuoc goi ket thuc. TIEU CHUAN Ngay lap tc, khong tr hoan, bao gom: Cac cau noi chnh xac cua ngi goi. Giong cua ngi goi, cac ac iem (nh nam hay n, ngi ln hay tre em). Ngon ng hoac giong cua ngi goi (a phng hay ngi nc ngoai). Cach noi cua ngi goi (noi nhanh, xuc ong, gian d) Tieng on xung quanh (nh giao thong, nhac, tieng het) Cac chi tiet ve qua bom (nh thi gian no, chat no). Ten ngi hoac nha chc trach can chuyen thong tin en. Ch viet tay ro rang bang but mc khong phai. LY DO Viec ghi lai cac thong tin ngay sau cuoc goi la ieu rat quan trong v s viec van con nguyen trong tr nh cua ban. Thong tin nay se giup cho lc lng khan cap oi pho vi e doa anh bom. KIEN THC
BC 2. Bao cao tat ca cac thong tin
CACH LAM Bao cao e doa anh bom ngay sau khi ngi goi cup may.
TIEU CHUAN Ngay lap tc, khong tr hoan. Bao cao thong tin cho: - Tong Giam oc khach san - Giam oc trc ban - Giam oc an ninh - Canh sat neu c yeu cau.
LY DO Cac e doa anh bom phai c x ly mot cach nghiem tuc v o la moi e doa tiem tang en an ninh va an toan cua khach san. Phai tranh s hot hoang, do vay ch thong bao cho nhng ngi va c quan co tham quyen.
KIEN THC
157
158
CONG VIEC SO 10: X LY E DOA ANH BOM PHAN VIEC SO 10.3: S tan khoi khach san
BC 1. S tan khoi khach san CACH LAM Theo quy trnh s tan cua kha c h sa n khi co e doa anh bom. TIEU CHUAN Tuan theo quy trnh s tan cua khach san khi co e doa anh bom. Thc hien cac nhiem vu cua La nhan vien Bo phan An ninh, ban c giao nhiem ban. vu e thc hien. Gi bnh tnh va tnh tao. S hoang hot co the lam cho ngi khac hanh ong mot cach khong hp ly. LY DO KIEN THC Biet cac nguyen tac va quy nh cua khach san ve s tan khi co e doa anh bom.
Khong dng lai e lay t trang Thi gian c tnh tng giay. hoac o ac ca nhan. Khong goi cho ngi khac e Xem xet moi e doa anh kiem tra xem thc s co e bom mot cach nghiem tuc. doa anh bom hay khong. Neu co the: - Tat het cac thiet b ien Bao ve lc lng khan cap (nh may tnh, may in). va nhng ngi khac. - e en sang. - ong cac ca so va ca chnh (khong khoa).
BC
CACH LAM
TIEU CHUAN
LY DO
KIEN THC
Thong bao va giup ngi khac xung quanh ban. i bo, khong c chay. Ban tao ra s hoang hot va ban co the b nga. Ri khoi khach san bang cau e ay nhanh qua trnh s thang bo. tan. Danh thang may cho nhng Nhng ngi nay khong ngi tan tat, ngi gia, phu the ri khach san u nhanh n co thai hoac co van e ve neu ho dung cau thang bo. sc khoe. Khong s vao cac o vat bat X ly chat no la cong viec thng. ch danh cho nhng ngi chuyen nghiep. Trong trng hp gap phai bom, ban co the kch no no. Khi ban a thc hien xong Ban Giam oc khach san nhiem vu, hay i en iem can kiem tra s an toan tap ket cua khach san. cua tat ca moi ngi. Khong tr lai toa nha, tr khi Co the khong an toan khi ban c nhng ngi co ban tr lai khach san. trach nhiem yeu cau.
159
11. X LY VI NGI KHONG CO THAM QUYEN

Gii thieu:
X ly vi nhng ngi khong co tham quyen (nh khach khong ang ky co mat tai cac tang co buong khach, ngi co dau hieu s dung chat ma tuy/ ru, gai iem) trong khuon vien khach san la kho va co the dan en cac tnh huong kho x cho khach san, khach va Nhan vien Bo phan An ninh. S co mat cua cua khach khong co tham quyen trong khuon vien khach san khong the hoan toan ngan can c nhng phai c han che mc toi thieu. Muc ch cua cac Nhan vien Bo phan An ninh la: Ngan khong cho nhng ngi khong co tham quyen vao cac khu vc cua khach san; Ngan nhng ngi khong co tham quyen va toi pham biet cac thong tin lien quan en khach san; Ngan khong e xay ra s kho x hoac mat mat tai san cua khach trong khu vc khach san.
Khi thc hien nhiem vu an ninh tranh toi a viec lam phien va xuc pham khach, ac biet la cac khach quen v nh ho khach san co nguon thu quan trong. Neu phai goi cho canh sat th ch thc hien khi tat ca cac bien phap khac eu khong hieu qua, thong thng hanh ong kien quyet se giai quyet van e. Do cac s viec thng co nhng kha canh khac nhau, nen khong the ap dung mot cach cng ran va may moc cac nguyen tac cho moi tnh huong. Tuy nhien, co mot so hng dan giup ban anh gia va giai quyet cac van e ay nhay cam va kho lng nay.
PHAN VIEC SO 11.1: PHAN VIEC SO 11.2: PHAN VIEC SO 11.3:
ang ky khach (Kien thc) Tiep can nhng ngi khong co tham quyen Ghi lai s viec
161
CONG VIEC SO 11: X LY VI NGI KHONG CO THAM QUYEN
CHAO KHACH VA GII THIEU BAN THAN BAN VI KHACH
YEU CAU NGI O RI I
CHO THAY THAI O CHUYEN NGHIEP
GHI CHEP LAI CAC S VIEC

NOI DUNG 1. ang ky khach
X LY VI NGI KHONG CO THAM QUYEN ang ky khach (Kien thc)

MO TA TIEU CHUAN LY DO luat KIEN THC Biet cac ieu luat cua quoc gia va a phng ve ang ky khach Viet Nam.
Luat phap quoc gia quy nh rang nhng khach muon s du n g buo n g ngu th pha i ang ky tai quay Le tan. Cac tang co buong khach khong the noi la khu vc cong cong c v ra vao khu vc nay phai co s cho phep (ang ky).
Khong co ngoai le. ieu nay la trai vi Theo quy nh hng dan cua phap. c quan luat phap.
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166

BC 1. Chao ngi o
X LY VI NGI KHONG CO THAM QUYEN Tiep can nhng ngi khong co tham quyen
Ha y no i : Xin cha o (buo i sang/chieu/toi).
Mm ci The hien mot thai o chuyen nghiep. Nhn khach ng thang ngi Kheo leo va lch s, nhng kien quyet. Neu ten ay u cua ban va e thong bao cho ngi o biet ban la ai. ten Bo phan cua ban.
2. T gii thieu ban than
T gii thieu ban va bo phan cua ban. Hay noi TEN CUA BAN, sau o la Bo phan An ninh. a ra yeu cau co tnh giup ngi o. Hay noi: Toi co the giup g ong/ba c khong?.
3. Tiep can ngi o
To thien ch giup va hieu Viec nay co the gay ra tnh biet. Khong to ra ng au huong kho x/bao lc. vi ngi o. Khi ngi o t choi ap lai th hay rut i. Khong co gi ngi o mot Viec nay la trai luat phap. cach trc tiep.
Biet luat phap quoc gia ve viec bat gi ngi.
BC 4. Yeu cau ngi o ri i
CACH LAM Neu co u ly do e tin rang ngi o co mat trong khach san la khong ung muc ch (ma i da m /khi ng i o b say/khi khach khong ang ky xuat hien tren tang co buong khach, v.v.), phai yeu cau ho i ni khac.
TIEU CHUAN Nhn khach. ng thang ngi. Kheo leo va lch s nhng kien quyet. Khong ln tieng. Khong dung ngon ng tho tuc. Khong dung bao lc.
LY DO The hien mot thai o chuyen nghiep. Ban phai that can than trong li an tieng noi e tranh oi x khong phai oi vi khach Tiep can trong im lang thng co hieu qua.
KIEN THC
5. Goi s tr giup
Goi mot ong nghiep tr giup hoac goi canh sat neu can thiet.
Ch goi khi tat ca cac bien phap Bao ve uy tn cua khach khac eu khong hieu qua. san. Ngan khong e cac khach khac b lam phien bi tnh huong o.
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168

BC 1. Ghi lai s viec trong so ghi chep trong ca
X LY VI NGI KHONG CO THAM QUYEN Ghi lai s viec

Ghi lai ngan gon ve s kien vao so ghi chep trong ca.
Tuan theo quy trnh ve so ghi Ghi lai cac chi tiet cang chep trong ca. chnh xac cang tot e co c bc tranh toan canh ve s viec. Theo doi cac ieu ban quan sat thay khong bnh thng.
2. Hoan thanh bao cao vu viec 3. Phan phat bao cao ve vu viec
Viet bao cao vu viec vi ay u cac chi tiet ve s viec. Phan phat cac ban sao bao cao vu viec cho cac bo phan lien quan.
Tuan theo quy trnh bao cao Ghi lai cac chi tiet cang chnh xac cang tot. vu viec. Trong vong 12 gi, cac ban Thong bao kp thi cho nhng ngi co lien quan sao phai c gi en: biet ve s viec o . - Tong Giam oc - Giam oc an ninh - Giam oc trc ban
Tham khao Phan viec 5.5/ Bc 2.
12. KIEM TRA T TRANG CUA NHAN VIEN

Gii thieu:
e ngan chan cac nhan vien an cap tai san trong buong khach, trong buong thay o cua nhan vien va cac khu vc lam viec khac cua khach san, tai san cua ho phai c kiem soat tai loi ra cua nhan vien. Hau het cac khach san eu a vao So tay danh cho moi nhan vien mot ieu khoan ve viec nhan vien phai chap nhan e t trang cua ho c Nhan vien Bo phan an ninh hoac Ban Giam oc Khach san kiem tra. PHAN PHAN PHAN PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC VIEC VIEC VIEC SO SO SO SO SO SO SO 12.1: 12.2: 12.3: 12.4: 12.5: 12.6: 12.7: Kiem Kiem Kiem Kiem Kiem Kiem Kiem tra tra tra tra tra tra tra t trang tai loi ra danh cho nhan vien t trang tai loi ra danh cho nhan vien Khong vi pham t trang tai loi ra danh cho nhan vien Co vi pham t trang tai loi ra danh cho nhan vien T choi cho kiem tra tu co khoa danh cho nhan vien tu co khoa danh cho nhan vien Khong vi pham tu co khoa danh cho nhan vien Co vi pham
169

BC 1. Chao nhan vien
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra t trang tai loi ra danh cho nhan vien
Hay noi: Xin chao (buoi sang / chieu / toi), TEN NHAN VIEN.
Mm ci. The hien mot thai o Nhn thang vao mat. chuyen nghiep. ng thang ngi. Kheo leo va lch s, nhng kien quyet. Goi ten nhan vien. Theo chnh sach cua khach san. Nhan vien phai biet c viec e thong bao cho nhan ban sap lam. vien biet ban se lam g: kiem tra e chac chan rang khong mot tai san nao cua khach san b a ra khoi khach san ma khong c phep. Noi cham va ro rang. e tranh nham lan. Biet cac nguyen tac va quy nh cua khach san ve viec kiem tra o ac cua nhan vien.
2. Thong bao cho nhan vien ve viec kiem tra
Neu ra ieu khoan trong So tay danh cho nhan vien rang o ac cua ho co the b Nhan vien Bo phan Anh ninh kiem tra.
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172
BC 3. Yeu cau nhan vien a moi t trang cua ho ra
CACH LAM Hay noi: Xin vui long bo het o trong tui xach cua ban ra.
TIEU CHUAN Nhan vien phai t lay het cac o vat trong o ac cua ho ra. o ac bao gom: - Cac bao goi. - Cac bu kien. - Tui xach phu n. - Ao khoac hoac quan ao mang tren tay, v.v... Kheo leo va lch s, nhng kien quyet.
LY DO Tranh viec ban b buoc toi la gai o vat khac vao.
KIEN THC
Khong xuc pham en nhan vien. Biet cac nguyen tac va quy nh cua cong ty ve kiem tra t trang cua nhan vien.
4. Tien hanh kiem tra
Kiem tra t trang cua nhan vien ve bat ky tai san nao cua khach san khong c phep mang ra ngoai (nh cac o dung trong nha ve sinh, giay viet nho, o s, thc an va o uong).
Theo chnh sach cua khach Tranh that thoat va thiet hai san. tai san khach san. Kiem tra xem co bat ky tai san nao cua khach san.
Kiem tra ky va can than.
S thieu can than co the lam cho viec kiem tra b mang tieng xau. Biet luat cua quoc gia ve viec kham ngi Viet Nam.
Vi t cach la Nhan vien Bo Viec nay la trai luat phap. phan an ninh, ban khong co quyen kham ngi. 5. Mc o thng xuyen Kiem tra o ac cua nhan vien cang thng xuyen cang tot. Thay oi quy trnh va mc o Tranh cho ngi khac biet thng xuyen cua viec kiem khi nao th co viec kiem tra c thc hien. tra.

BC 1. Nhan vien khong vi pham
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra t trang tai loi ra danh cho nhan vien Khong vi pham
Khong tm thay tai san khach san trong t trang cua nhan vien. Hay noi: Cam n s hp tac cua anh/ch, TEN NHAN VIEN. Mm ci. The hien mot thai o Nhn thang vao mat. chuyen nghiep. ng thang ngi. Kheo leo va lch s, nhng kien quyet. Goi nhan vien bang ten. Bao gom: Ten ay u cua nhan vien. Bo phan lam viec cua nhan vien. Ch ky cua nhan vien. Ngay kiem tra. Gi kiem tra. Ket qua kiem tra. Ten ay u cua ban. Ch ky cua ban. Ch viet tay ro rang bang but mc khong phai. e ghi lai viec kiem tra a dien ra.
2. Ghi lai viec kiem tra
Lap bien ban kiem tra: khong tm thay tai san khach san trong t trang cua nhan vien.
e ghi lai ban a thc hien viec kiem tra.
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BC 1. Nhan vien vi pham
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra t trang tai loi ra danh cho nhan vien Co vi pham
Tai san cua khach san c tm thay trong t trang cua nhan vien. Yeu cau giam oc an ninh, Giam oc trc hoac trng bo phan nhan vien o xuong ca nhan vien.
Nhan vien vi pham phai c e co cac hanh ong phu hp. gi tai iem kiem tra.
Mo ta vi pham chnh xac, ro V nhan vien o co the phai oi mat vi viec b sa thai, rang. do o viec ban a ra thong tin chnh xac la rat quan trong. Nhan vien v pham phai co Tranh s quy ket sai. mat. Bao gom Ten ay u cua nhan vien. Bo phan lam viec cua nhan vien. Ch ky cua nhan vien. Ngay kiem tra. Gi kiem tra. So tai san khach san tm thay (cu the). Ten ay u cua nhan chng. Ch ky cua nhan chng. Ten ay u cua ban. Ch ky cua ban. Ch viet tay ro rang bang but mc khong phai.
Thong bao chi tiet ve ket qua kiem tra. 2. Ghi lai viec kiem tra Lap bien ban kiem tra: Tm thay tai san khach san trong t trang cua nhan vien.
e ghi lai viec kiem tra a dien ra.
e ghi lai viec kiem tra a c chng kien tranh s quy ket sai. e ghi lai ban a thc hien viec kiem tra.
BC 3. Ghi lai viec kiem tra trong so ghi chep trong ca
CACH LAM Viet ngan gon vao so ghi chep trong ca ve cong viec kiem tra va ket qua.
TIEU CHUAN
LY DO
KIEN THC Tham khao Phan viec 1.4/ Bc 1.
Tuan theo quy trnh ve so ghi e ghi lai cac chi tiet cua chep trong ca. viec kiem tra cang chnh xac cang tot. e co mot bc tranh hoan hao ve viec kiem tra. Theo doi cac bat thng ban phat hien c. Tuan theo quy trnh cua Bao cao ve s viec. Bao gom ca ten va ch ky cua ngi lam chng. e ghi lai cac chi tiet cang chnh xac cang tot. e ghi lai rang viec kiem tra a co ngi lam chng nham tranh cac quy ket khong ung.
4. Hoan thanh bao cao ve s viec
Viet bao cao ve s viec vi ay u cac chi tiet va ket qua cua viec kiem tra.
5. Phan phat bao cao ve s viec
Phan phat cac ban sao cua bao cao ve s viec.
Trong vong 12 gi, cac ban Thong bao kp thi ve ket qua cua viec kiem tra cho sao phai c gi en: nhng ngi co lien quan. - Tong Giam oc - Giam oc An ninh - Giam oc trc ban - Giam oc nhan s - Trng bo phan cua nhan vien o. Cat cac o vat o vao khu vc Cac o vat phai c cat gi e lam bang chng. quy nh.
6. Thu hoi va cat gi tai san cua khach san c tm thay
Cat moi tai san trai phep c tm thay vao mot tui nh kem vi ban sao bao cao ve s viec.
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BC 1. Nhan vien t choi khong cho kiem tra khi c yeu cau hoac khong i s co mat cua giam oc/ Trng bo phan 2. Ghi lai viec kiem tra vao so ghi chep trong ca
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra t trang tai loi ra danh cho nhan vien - T choi cho kiem tra
CACH LAM TIEU CHUAN Thc hien theo chnh sach cua khach san. LY DO KIEN THC Biet cac nguyen tac va qui nh cua khach san ve kiem tra t trang cua nhan vien. Biet luat phap quoc gia ve viec bat gi ngi Viet Nam. Tham khao Phan viec 1.4/ Bc 1.
Giai thch cho nhan vien o biet rang s t choi cua ho se c ghi lai va bao cao cho Giam oc trc ban.
Khong trc tiep ung vao Viec nay la trai luat phap. ngi nhan vien.
Viet ngan gon ve viec t choi cho kiem tra vao so ghi chep trong ca.
Tuan theo quy trnh cua so ghi e ghi lai cac chi tiet ve chep trong ca. viec t choi kiem tra cang chi tiet cang tot. e co c bc tranh hoan hao ve viec kiem tra. Theo doi cac ieu bat thng ban nhn thay.
BC 3. Hoan thanh bao cao ve s viec
CACH LAM Viet mot bao cao ve s viec vi ay u cac chi tiet ve viec kiem tra va ket qua.
TIEU CHUAN Tuan theo quy trnh bao cao ve s viec. Bao gom ca s viec nhan vien t choi viec kiem tra. Bao gom ten ay u va ch ky cua nhan chng.
LY DO e ghi lai cac chi tiet cang chnh xac cang tot.
e ghi lai rang viec t choi kiem tra a co ngi lam chng e tranh nhng quy ket khong ung.
4. Phan phoi bao cao ve s viec
Trong vong 12 gi, cac ban Thong bao kp thi ve ket sao phai c gi en: qua cua viec kiem tra cho - Tong Giam oc nhng ngi co lien quan. - Giam oc An ninh - Giam oc trc ban - Giam oc nhan s - Trng bo phan cua ngi nhan vien.
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BC 1. Bao cho nhan vien
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra tu co khoa danh cho nhan
CACH LAM TIEU CHUAN To va ro rang. Go 2 lan. LY DO e tranh nhan vien b bat ng khi ang thay quan ao. Nhan vien co the khong nghe thay tieng go ca. e chac chan rang tat ca cac tu co khoa cua nhan vien eu co c hoi kiem tra ngang nhau. KIEN THC
oi khi can phai kiem tra cac tu co khoa cua nhan vien hoac kiem tra bat ng mot so hoac tat ca cac tu co khoa cua nhan vien.
Go ca phong thay o cua nhan vien 2 lan trc khi vao.
2. Tien hanh kiem tra
Kiem tra tu co khoa cua nhan vien cu the hoac cua mot so nhan vien ve cac o cua khach san c cat trai phep (nh cac o dung trong nha ve sinh, giay viet, o s, thc an va o uong).
Khi ch kiem tra mot so tu co khoa cua nhan vien, phai kiem tra mot cach ngau nhien. Dung cha khoa tong.
Kiem tra phat hien xem co bat Bat ky o ac nao cua ky tai san nao cua khach san khach san b mang ra ngoai trai phep eu ton tien cua khong. khach san. ai dien bo phan khac phai Tranh b quy ket sai. co mat e lam chng trong khi kiem tra.
BC 3. Mc o thng xuyen
CACH LAM Kiem tra cac tu co khoa cua nhan vien cang thng xuyen cang tot. Kiem tra cac tu co khoa cua nhan vien cu the v mot s viec cu the. Thong bao nhan vien ban a kiem tra tu co khoa danh cho nhan vien.
TIEU CHUAN
LY DO
KIEN THC
Thay oi quy trnh va mc o Khong e moi ngi biet thng xuyen kiem tra. thi iem kiem tra.
4. Thong bao nhan vien
Ngay sau khi kiem tra.
Thong tin cho nhan vien.
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BC 1. Khong vi pham
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra tu co khoa danh cho nhan vien Khong vi pham
CACH LAM TIEU CHUAN Bao gom: Ten ay u cua nhan vien. Bo phan lam viec cua nhan vien. So ngan tu. Ngay kiem tra. Gi kiem tra. Ket qua kiem tra. Ten ay u cua nhan chng. Ch ky cua nhan chng. LY DO e ghi lai rang viec kiem tra a c thc hien. KIEN THC
Khong tm thay tai san cua khach san trong tu co khoa cua nhan vien. Lap bien ban kiem tra: khong tm thay tai san cua khach san trong tu co khoa cua nhan vien.
e ghi lai rang viec kiem tra a co ngi lam chng nham tranh nhng quy ket sai.
Ten ay u cua ban. e ghi lai ban la ngi thc Ch ky cua ban. hien viec kiem tra. Ch viet tay ro rang bang but mc khong phai.

BC 1. Co vi pham
KIEM TRA T TRANG CUA NHAN VIEN Kiem tra tu co khoa danh cho nhan vien Co vi pham
CACH LAM TIEU CHUAN Bien ban bao gom: Ten ay u cua nhan vien. Bo phan lam viec cua nhan vien. So ngan tu. Ngay kiem tra. Gi kiem tra. So lng tai san khach san tm thay (cu the). Ten ay u cua nhan chng. Ch ky cua nhan chng. LY DO e ghi lai rang viec kiem tra a c thc hien. KIEN THC
Tm thay tai san cua khach san trong tu co khoa cua nhan vien. Lap bien ban kiem tra: tm thay tai san cua khach san trong tu co khoa cua nhan vien.
e ghi lai rang viec kiem tra a co ngi lam chng nham tranh nhng quy ket sai
Ten ay u cua ban. e ghi lai ban la ngi thc Ch ky cua ban. hien viec kiem tra. Ch viet tay ro rang bang but mc khong phai. 2. Ghi lai viec kiem tra trong so ghi chep trong ca Viet ngan gon vao so ghi chep trong ca ve cong viec kiem tra va ket qua. Tuan theo quy trnh ve so ghi e ghi lai cac thong tin cua chep trong ca. viec kiem tra cang chi tiet cang tot. e co mot bc tranh hoan hao ve viec kiem tra. Theo doi cac bat thng ban phat hien c. Tham khao Phan viec 1.4/ Bc 1.
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BC 3. Hoan thanh bao cao ve s viec
CACH LAM Viet mot bao cao ve s viec vi ay u cac chi tiet ve viec kiem tra va ket qua.
TIEU CHUAN
LY DO
Tuan theo quy trnh bao cao e ghi lai cac chi tiet cang chnh xac cang tot. ve s viec. Bao gom ten ay u va ch e ghi lai rang viec kiem ky cua nhan chng. tra a co ngi lam chng nham tranh nhng quy ket khong ung.
Trong vong 12 gi, cac ban e thong bao kp thi cho nhng ngi co lien quan sao phai c gi en: ve ket qua viec kiem tra. - Tong Giam oc - Giam oc an ninh - Giam oc trc ban - Giam oc nhan s - Trng bo phan cua nhan vien Cat gi tai san o tai ni quy o vat can c lu gi e lam bang chng. nh.
5. Cat gi tai san a tm c
e tat ca cac tai san tm c vao trong mot tui va nh kem bao sao bao cao ve s viec.
13. KIEM SOAT THIET B RA/VAO KHACH SAN

Gii thieu:
Kiem tra thiet b ra vao khach san la mot phan thiet yeu am bao an ninh khach san. Thong qua viec kiem tra cac thiet b ra vao khu vc khach san co the han che va phat hien viec that thoat tai san khach san. PHAN VIEC SO 13.1: PHAN VIEC SO 13.2: Thiet b mang ra Thiet b mang vao
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CONG VIEC 13. KIEM SOAT THIET B RA VAO
GIAY PHEP PHAI CO CH KY CUA NGI CO THAM QUYEN
KIEM TRA KY CANG TNH TRANG THIET B NH SO LNG, MO TA KY THUAT V.V...
GHI LAI CAC THIET B MANG RA KHOI KHACH SAN
GHI LAI TEN AY U CUA NGI NHAN VA TEN CUA BAN
CONG VIEC 13. KIEM SOAT THIET B RA VAO
KIEM TRA CAC THIET B MANG VAO KHACH SAN
KIEM TRA KY CANG TNH TRANG CAC THIET B
KIEM TRA SO LNG VA TNH TRANG CUA THIET B
GHI LAI VIEC TIEP NHAN CAC THIET B MANG VAO
CONG VIEC SO 13: KIEM SOAT THIET B RA VAO PHAN VIEC SO 13.1: Thiet b mang ra
BC 1. Kiem tra thiet b mang ra CACH LAM Kiem tra phieu mang thiet b ra ngoai. TIEU CHUAN Co ch ky cua ngi co tham quyen. Kiem tra ky giay phep oi chieu tnh trang, so lng, chung loai theo giay phep. Kiem tra cac thiet b mang ratnh trang hien thi, co hong hoc? Thong tin chnh xac, chi tiet. Bao gom: So lng, chung loai thiet b Tnh trang hong hoc hien thi Ngay mang vao d kien Ngay mang ra Gi mang ra Ten ngi nhan Ch ky ngi nhan Ten cua ban Ch ky cua ban Ch viet tay ro rang s dung mc khong phai. LY DO e bao ve cac tai san khach san, ch mot so nhan vien c phep mang thiet b ra ngoai. Cac thiet b mang ra can c liet ke e tranh that thoat tai san khach san. KIEN THC
2. Ghi lai thiet b mang ra
Hoan thanh Phieu liet ke mang cac thiet b ra khoi khach san.
e ghi lai cac thiet b khach san c mang ra. Ghi lai chi tiet cang chnh xac cang tot.
e ghi lai ai mang ra.
3. Lu ho s thiet b mang ra
Lu Phieu mang thiet b ra khoi khach san vao ni an toan.
Theo chnh sach khach san.
e tham khao khi can.
Biet cac nguyen tac va quy nh cua khach san ve lu ho s.
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CONG VIEC SO 13: KIEM SOAT THIET B RA/VAO KHACH SAN PHAN VIEC SO 13.2: Thiet b mang vao
BC 1. Kiem tra thiet b mang vao khach san CACH LAM Kiem tra oi chieu vi Phieu mang muc thiet b mang ra ngoai khach san ve so lng va tnh trang cua tat ca cac thiet b c a tr lai khach san. TIEU CHUAN LY DO KIEN THC
Kiem tra ky so lng va tnh e kiem tra tat ca cac thiet b khach san c mang trang cac thiet b. vao sau khi mang ra. Thong bao Trng bo phan X ly phu hp. lien quan neu thieu hoac co hong hoc. Bao gom: So lng, chung loai thiet b Tnh trang hong hoc mi
2. Ghi lai viec tiep nhan cac thiet b mang vao khach san
Hoan thanh Phieu mang thiet b ra ngoai khach san, ghi lai rang moi thiet b a c tra lai.
e ghi lai cac thiet b khach san c mang tra lai.
Ghi lai chi tiet cang chnh Ly do co s sai khac Ngi a c thong bao ve xac cang tot. s sai khac Ngay mang vao Gi mang vao e ghi lai ai mang vao. Ten ngi mang vao Ch ky ngi mang vao Ten cua ban Ch ky cua ban Ch viet tay ro rang s dung mc khong phai.
14. KIEM SOAT NGI RA VAO

Gii thieu:
Tat ca nhan vien lam viec (thng xuyen va khong thng xuyen) va khach en tham eu phai c xac nh ro danh tnh trc khi c phep vao khach san. Bo phan An ninh chu trach nhiem ve van e nay va kiem soat cac the nhan dang cua khach san oi vi tat ca cac nhan vien va khach en tham. Tat ca cac nhan vien phai luon luon eo the nhan dang cua khach san trong thi gian ho trong khuon vien khach san. PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC SO SO SO SO 14.1: 14.2: 14.3: 14.4: The nhan dang nhan vien (Kien thc) Kiem tra the nhan dang nhan vien Nhan vien lam viec khong thng xuyen (Kien thc) Kiem soat s ra vao cua cac nha cung cap, khach en tham va nhan vien lam viec khong thng xuyen
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CONG VIEC 14. KIEM SOAT NGI RA VAO
THE NHAN DANG CUA KHACH SAN HAY CON GOI LA THE NHAN VIEN KHACH SAN
THE NHAN DANG CUA KHACH SAN LA DUNG CHO CA NHAN VA KHONG C CHUYEN OI CHO NGI KHAC
KIEM TRA THE NHAN DANG CUA NHAN VIEN
KIEM TRA THE GIUP BAO AM AN NINH VA AN TOAN CHO KHACH SAN
CONG VIEC 14. KIEM SOAT NGI RA VAO
KIEM TRA LY DO KHACH VAO KHACH SAN
LAM THE KHACH THAM
CAP THE KHACH THAM CHO KHACH
GHI LAI VIEC CAP THE VAO HO S THE CHO KHACH
CONG VIEC SO 14: KIEM SOAT NGI RA VAO PHAN VIEC SO 14.1: The nhan dang nhan vien (Kien thc)
NOI DUNG 1. The nhan dang cua khach san MO TA The nhan dang cua khach san la cach goi khac cua The nhan vien khach san. TIEU CHUAN Cac nhan vien lam viec thng xuyen phai t trnh dien cung the nhan dang cua khach san moi khi ho co mat trong khuon vien khach san. The nhan dang cua khach san la dung cho ca nhan va khong c chuyen oi cho ngi khac. LY DO e bao ve s an toan va an ninh cua khach san, cac nhan vien phai cho thay rang ho c phep trong khuon vien khach san KIEN THC
The nhan dang cua khach san la mot mieng t lieu c thiet ke e xac nh nhan dang cua ngi mang the o. The nhan dang cua khach san thng co dang the nho theo tieu chuan. The nhan dang cua khach san thng bao gom cac thong tin ca nhan sau: Ten ay u cua nhan vien - Ngay sinh cua nhan vien - Bo phan lam viec cua nhan vien - Ngay bat au lam viec - Anh ca nhan cua nhan vien
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CONG VIEC SO 14: KIEM SOAT NGI RA VAO PHAN VIEC SO 14.2: Kiem tra the nhan dang nhan vien
BC 1. Xac nh nhan dang CACH LAM Kiem tra the nhan dang nhan vien. TIEU CHUAN Bao gom: Ten ay u cua nhan vien. LY DO e ban biet ro ang kiem tra ai. Anh giup ban xac nhan the co ung vi nhan vien mang the hay khong. KIEN THC
Anh co the nhan dang c.
2. X ly khi nhan vien khong mang theo the
Goi ien cho Trng bo phan lien quan hoac Phong nhan s e xac nhan nhan vien.
Nhan vien phai c xac nhan Nhng ngi khong c bi mot nhan vien khach san. xac nh vao cac khu vc nhay cam cua khach san co the e doa en an toan va an ninh khach san. Tuan theo quy nh ghi so. Ghi lai chi tiet cang chnh xac cang tot. Ghi lai vu viec e tham khao khi can. Tham khao Phan viec 1.4/ Bc 1.
Ghi vao so ra ghi chep trong ca.
CONG VIEC SO 14: KIEM SOAT NGI RA VAO PHAN VIEC SO 14.3: Nhan vien lam viec khong thng xuyen (Kien thc)
NOI DUNG 1. Cac nhan vien lam viec khong thng xuyen MO TA Cac nhan vien lam viec khong thng xuyen la nhng ngi: c nhan vao lam viec theo yeu cau va mot lan goi ma khong co s cam ket nao cua bat ky ben nao ve viec lam lau dai hn. Bao gom cac nhan vien cho mot s kien (nh mot hoi thao hoac tiec). Ho khong co s xac nh trc ve so gi lam viec va viec thu xep cong viec c tnh theo gi, ngay hoac theo tuan tuy theo nhu cau cua doanh nghiep. c nhan vao cac v tr cong viec co gi lam viec nhat nh (u thi gian hoac ban thi gian) cho mot khoang thi gian t hn 3 thang, ma khong co bat ky s cam ket nao cua bat ky ben nao ve mot cong viec lau dai hn. TIEU CHUAN Cac nhan vien lam viec khong thng xuyen phai c nhan dang bang the nhan dang khach san mot cach chnh thc va hp phap (bao gom ca ch ky cua ngi eo the) trong moi luc khi trong khuon vien khach san. LY DO e bao ve s an toan va an ninh cua khach san, cac nhan vien lam viec khong thng xuyen phai cho thay rang ho c phep co mat trong khuon vien cua khach san. KIEN THC
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CONG VIEC SO 14: KIEM SOAT NGI RA VAO PHAN VIEC SO 14.4: Kiem soat s ra vao cua cac nha cung cap, khach en tham va nhan vien lam viec khong thng xuyen
BC 1. Kiem tra muc ch en tham CACH LAM Hoi ro ly do khach can vao khach san. TIEU CHUAN Mm ci. Gi lien he bang mat. ng thang. Lch s, kheo leo nhng kien quyet. S dung ien thoai. LY DO The hien thai o chuyen nghiep. KIEN THC
2. Lien he bo phan khach can gap
Yeu cau Trng bo phan lien quan hoac nhan vien khach can gap e xac nh khach.
Tranh lang ph thi gian.
Biet cac so may le trong khach san. Biet nhiem vu va chc nang cac bo phan khac (Tham khao Phan viec 3.5 & 3.6).
3. Xac nh nhan dang
Kiem tra Chng minh th cua ngi o.
Bao gom: e ban biet mnh ang tiep xuc vi ai. Ten ay u cua ngi o. Ch ky cua ngi o. Anh ca nhan co the nhan dang. Anh ca nhan giup ban kiem tra xem Chng minh th co ung cua ngi mang the khong. Chng minh th phai do c e chac chan rang Chng quan chnh phu co tham minh th ung va con gia tr. quyen cap. Chng minh th phai con gia tr s dung.
BC 4. Khong co Chng minh th
CACH LAM Yeu cau Trng bo phan lien quan hoac nhan vien can gap e xac nh ngi o.
TIEU CHUAN
LY DO
KIEN THC
Neu khong the xac nh ngi Nhng ngi khong c o la ai, khong nen cho phep nhan dang khi i vao cac ngi o vao khach san. khu vc nhay cam cua khach san la moi e doa tiem tang oi vi an toan va an ninh cua khach san. S dung thong tin tren Chng minh th cua khach hoac t Trng bo phan hoac nhan vien can gap: Ten ay u cua khach C quan cua khach (neu co) Bo phan khach en tham Ngay cap the Gi Chng minh th cua khach. Bao gom: So cua the khach en tham. Ngay cap. Gi ra/vao. Ten ay u cua khach. a ch cua khach (bao gom so ien thoai). Ch ky cua khach. Ten bo phan khach lien he. ay la cac thong tin c ban can thiet e nhan dang mot ngi.
5. Khi co Chng minh th, cap The khach en tham
Viet thong tin ca nhan cua khach tren The khach tham va gi Chng minh th cua khach.
V ly do an toan va an ninh.
6. Ghi lai viec cap the vao ho s the cho khach en tham
Cap nhat vao ho s the khach en tham.
Moi the khach tham eu co so rieng. Ghi lai the c cap cho khach en tham vao luc nao.
Ngi nhan the phai ky e xac nhan rang ho la ngi nhan the va ho co trach nhiem gi gn the o.
Ten ay u cua ban. Ghi lai ban la ngi cap Ch ky cua ban. the o. Viet bang tay ro rang, s dung mc khong phai.
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BC 7. Kiem soat viec cap the cho khach en tham
CACH LAM Kiem soat vong quay cua the khach en tham
TIEU CHUAN The khach tham phai c tra lai cho Bo phan An ninh vao cuoi ngay cap the hoac vao luc ngi khach en tham ri khoi khach san. Nhng ngi khach en tham can nhieu ngay khach san th phai nhan the khach tham hang ngay tai Van phong Bo phan An ninh.
LY DO Tranh viec s dung trai muc ch cac the khach en tham v ieu o co the anh hng en an toan va an ninh cua khach san
KIEN THC
8. The khach en tham khong c tra lai
Khoa the khach en tham khong c tra lai.
S dung may/ may tnh (tuan May/may tnh khoa ma t theo chnh sach cua khach tren the khach en tham va san). lam cho the khong con gia tr. Bao gom: Ly do tai sao the khach en tham phai c huy bo. Ngay huy bo. Gi huy bo. Ten ay u cua ban. Ch ky cua ban. Viet bang tay ro rang, s dung mc khong phai.
Biet cac nguyen tac va quy nh cua khach san ve viec khoa/ huy the ra vao khach san.
Cap nhat ho s the khach en tham.
Gi cho viec ghi chep the khach tham c cap nhat. Ghi lai thi gian huy bo the khach en tham. Ghi lai rang ban la ngi huy bo the khach en tham.
15. KIEM SOAT RAC

Gii thieu:
Nganh khach san hang nam tao ra hang tan rac thai. e tranh tai san cua khach san co the b lan vao rac, tat ca nhan vien co trach nhiem e phong. Viec e phong that thoat khong nhng tiet kiem tien ma con tang cng an toan, s thoa man cua khach va ao c nhan vien. Nhan vien an ninh khach san co nhiem vu kiem soat rac trc khi mang ra khoi khach san. PHAN VIEC SO 15.1: PHAN VIEC SO 15.2: Kiem tra rac Ghi lai tai san/ o vat tm thay
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CONG VIEC SO 15: KIEM SOAT RAC PHAN VIEC SO 15.1: Kiem tra rac
BC 1. Kiem tra rac tai kho cha CACH LAM Kiem tra tui rac xem co cac o van con s dung c khong (nh bo o an, van phong pham, chen, bat). TIEU CHUAN Kiem tra can than. LY DO Tranh that thoat tai san khach san. KIEN THC
Co quan ao bao ve. eo gang tay. 2. Khi phat hien ra tai san cua khach san Cac tai san/ o vat con s dung c tm thay trong rac. Lay tai san/ o ra khoi rac.
am bao ve sinh ca nhan.
Khong bao gi bo i cac o/ tai san con s dung c bi v lam tang chi ph khach san.
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CONG VIEC SO 15: KIEM SOAT RAC PHAN VIEC SO 15.2: Ghi lai tai san/ o vat tm thay
BC 1. Lap bao cao tai san/ o vat tm thay vao CACH LAM Hoan thanh bao cao tm thay tai san/ o vat con s dung c trong rac. TIEU CHUAN LY DO KIEN THC
Bao gom: So l n g o va t tm tha y Ghi lai chi tiet cang chnh (cu the ) . xac cang tot. Ngay tm thay. Gi tm thay. Ten nhan vien ve sinh. Ghi lai ngi tham gia. Ch ky cua nhan vien ve sinh. Ten ay u cua ban. Ch ky cua ban. Viet bang tay ro rang, s dung mc khong xoa. Trong vong 12 gi, cac ban sao phai c gi en: - Giam oc an ninh. - Giam oc buong/ Quan ly to tap vu. e thong bao kp thi cho nhng ngi co lien quan e ho co cac hanh ong phu hp.
16. KIEM SOAT CHA KHOA

Gii thieu:
Kiem soat cha khoa mot cach chat che la mot viec lam thiet yeu trong cong tac bao ve an ninh cac khu vc nhay cam (nh buong ngu cua khach, kho, phong may tnh) va trong viec bao ve an toan cac tai san cua khach san. PHAN PHAN PHAN PHAN VIEC VIEC VIEC VIEC SO SO SO SO 16.1: 16.2: 16.3: 16.4: Ban giao cha khoa Tiep nhan cha khoa Cha khoa that lac va tm thay An ninh ve cha khoa
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CONG VIEC 16. KIEM SOAT CHA KHOA
BIET RO VE NGI MA BAN CO THE BAN GIAO CHA KHOA
HOAN THANH PHIEU ANG KY CHA KHOA
NHAN CHA KHOA VA HOAN THANH PHIEU ANG KY CHA KHOA
CAT GI CHA KHOA
CONG VIEC SO 16: KIEM SOAT CHA KHOA PHAN VIEC SO 16.1: Ban giao cha khoa
BC 1. Biet ro ve ngi ma ban co the ban giao cha khoa CACH LAM Co san danh sach nhng nhan vien c quyen nhan / s dung cac loai cha khoa nhat nh. TIEU CHUAN Pha i co sa n danh sa c h na y trong va n pho n g Bo pha n An ninh. LY DO e bao ve cac khu vc nhay cam cua khach san, ch co nhng ngi co tham quyen mi c phep nhan / s dung cac cha khoa nhat nh. KIEN THC
2. Hoan thanh phieu ang ky cha khoa
ien ay u vao phieu ang ky cha khoa trc khi s dung cha khoa.
Bao go m : Nga y ca p pha t cha khoa .
e ghi lai cha khoa c cap khi nao. e ghi lai cha khoa c cap cho ai. e ghi lai rang ngi nhan cha khoa chu trach nhiem ve viec s dung va s an toan cua cha khoa. e ghi lai rang ban la ngi cap cha khoa.
Gi ca p pha t cha khoa .
Ten ay u cua ngi nhan. Ch ky cu a ng i nha n .
Te n a y u cu a ba n . Ch ky cu a ba n . Vie t ba n g tay ro ra n g, s du n g m c kho n g phai.
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CONG VIEC SO 16: KIEM SOAT CHA KHOA PHAN VIEC SO 16.2: Tiep nhan cha khoa
BC 1. Hoan thanh phieu ang ky cha khoa CACH LAM ien ay u thong tin vao phieu ang ky cha khoa khi cha khoa c tra lai. TIEU CHUAN Pha sau cua dong cap cha khoa: Nga y tra la i cha khoa . Gi tra la i cha khoa . Te n a y u cu a ng i tra la i cha khoa . Ch ky cu a ng i tra la i cha khoa . Te n a y u cu a ba n . Ch ky ta t cu a ba n . Vie t tay ro ra n g, s du n g bu t m c kho n g phai. 2. Cat gi cha khoa Kiem tra xem tat ca cac cha khoa a c tra lai het cha. Va o lu c 5 gi sa n g sau mo i e m (tua n theo chnh sa c h kha c h sa n ). Ghi lai rang cha khoa c tra lai khi nao. Ghi lai ai la ngi tra lai cha khoa. LY DO KIEN THC
Ghi lai rang ban la ngi nhan lai cha khoa.
Vao thi gian nay, cac bo phan cua khach san, tr bo phan le tan, eu ong ca va tat ca cac cha khoa phai c tra lai. Theo doi nhng s khac thng trong ngay hom o.
Biet quy nh khach san ve viec tiep nhan cha khoa.
3. Ghi lai cac cha khoa b thieu
Ghi lai tat ca cac cha khoa b thieu vao so ghi chep trong ca.
Tua n theo quy trnh so ghi che p trong ca.
Tham khao Phan viec1.4/ Bc 1.
CONG VIEC SO 16: KIEM SOAT CHA KHOA PHAN VIEC SO 16.3: Cha khoa that lac va tm thay
BC 1. Bao cao ve cha khoa that lac va tm thay CACH LAM Bat ky ngi nao mat hoac nhat c bat ky loai cha khoa nao eu phai bao cao s viec ngay cho Bo phan An ninh. TIEU CHUAN Ngay lap tc, khong tr hoan. LY DO Nhng cha khoa b mat la moi e doa nghiem trong en tai san cua khach san v bat ky ai nhat c eu co the s dung sai muc ch. Trng bo phan nen kiem tra vi cac nhan vien. KIEN THC
2. Khi cha khoa b that lac
Kiem tra cung bo phan khac xem ai la ngi lam mat va mat nh the nao. Kiem tra cung bo phan co trach nhiem xem ai la ngi gi va lam the nao cha khoa b that lac.
Kie m tra cu n g Tr n g ca c bo pha n .
3. Khi tm thay cha khoa
Kiem tra cung Trng bo phan. Mat cha khoa la mot s kien nghiem trong. Trng bo phan phai thong bao vi cac nhan vien.
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CONG VIEC SO 16: KIEM SOAT CHA KHOA PHAN VIEC SO 16.4: An ninh ve cha khoa
BC 1. Khong bao gi c cho ben th ba mn cha khoa CACH LAM Khong c cho bat ky ai mn cha khoa hoac dung e m ca ho ngi khac trong bat ky hoan canh nao. TIEU CHUAN LY DO KIEN THC
Trong bat ky trng hp nao, e kiem soat viec m ca. neu thay can thiet, phai yeu e bao ve tai san cua khach cau nhan vien Bo phan An va khach san. ninh m ca.
2. Cac yeu cau ve m ca phai c ghi lai trong so ghi chep trong ca
Viet thong tin ngan gon ve s viec vao so ghi chep trong ca.
Tuan theo quy trnh ve So ghi e bao ve cac khu vc nhay chep trong ca. cam cua khach san, viec s dung ung cha khoa la rat quan trong.
17. M KHO
Gii thieu:
Thong thng, ngoai gi lam viec, khong cap phat bat c o vat nao t kho ra. Nhng co nhng dp ac biet ma cac bo phan yeu cau cac o vat c cap phat t kho. Bo phan an ninh gi cha khoa kho ngoai gi lam viec. Cac nhan vien bo phan An ninh can phai biet quy trnh cap phat cac o vat trong kho. PHAN VIEC SO 17.1: PHAN VIEC SO 17.2: Cap cac o vat trong kho Ghi chep viec m kho
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CONG VIEC SO 17: M KHO PHAN VIEC SO 17.1: Cap cac o vat trong kho
BC 1. Biet ro ngi ma ban co the cap phat o trong kho CACH LAM Co sa n danh sa c h nh n g nhan vien c phep nhan o trong kho. TIEU CHUAN LY DO KIEN THC
Danh sach nay phai co san tai Ngan nga nhan vien lay van phong Bo phan An ninh. cap, ch co nhng ngi c phep mi c quyen yeu cau cap phat cac o vat trong kho. Bao gom: (So lng) cac o vat can co (cu the). Ly do cua viec can c cap. Ngay yeu cau. Gi yeu cau. Ten ay u cua ngi yeu cau. Bo phan ngi yeu cau. Ch ky va ten cua ngi yeu cau. Ten ay u cua ban. Ch ky cua ban. Ch viet tay ro rang bang but mc khong phai.
2. Kiem tra phieu yeu cau cap phat o
Kiem tra xem phieu yeu cau cap phat o trong kho co c ngi yeu cau cap phat ien ay u khong.
e thu kho co thong tin va cap nhat.
e ghi lai ban la ngi cap phat o trong kho.
3. Lay cha khoa kho
Lay cha khoa kho t tui cha khoa a niem phong.
So niem phong phai ung vi Khong ai c ra vao kho so tren Bang ghi chep ve mot cach trai phep cha khoa.
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BC 4. Lay cac o c yeu cau
CACH LAM M kho va lay cac o c yeu cau.
TIEU CHUAN
LY DO
KIEN THC
Dung cha khoa kho. Khong e cho ai trong kho Ngan chan nhan vien lay cap. mot mnh. Can than khi nhac cac o vat Khong lam au chnh mnh. nang. e lai phieu yeu cau o trong kho. Thu kho can phieu nay vao buoi sang.
5. Khoa ca kho
Sau khi a cac o yeu cau cho ngi nhan, hay khoa ca kho.
Dung cha khoa kho. Kiem tra xem ca kho c am bao rang ca kho khoa ky cha. khong b hong hoc ve ky thuat. Tranh e ca kho m e cho ngi khac ra vao kho trai phep.
6. Tra lai cha khoa kho
e cha khoa kho vao tui cha khoa.
Nhan vien lay o niem phong Ngan chan ngi khac tm cach vao kho trai phep. mi tui cha khoa.
CONG VIEC SO 17: M KHO PHAN VIEC SO 17.2: Ghi chep viec m kho
BC 1. Ghi chep viec s dung cha khoa kho CACH LAM Hoan thanh bang ghi chep ve cha khoa. TIEU CHUAN Bao gom: Ngay m kho. Gi m kho. So lng o lay ra (cu the) Ten ay u ngi nhan. Bo phan ngi nhan. Ten ay u cua ban. Ch ky cua ban. LY DO e ghi lai rang kho c m ngoai gi lam viec. KIEN THC
e ghi lai rang ban la ngi m kho.
So niem phong mi. e bao ve cha khoa kho. Ch viet tay ro rang bang but mc khong phai. 2. Thong bao thu kho Thong bao thu kho. Khi thu kho lay cha khoa vao e thu kho nam c thong sang hom sau. tin va cap nhat ho s kho.
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18. KIEM SOAT CAC LOAI XE RA/VAO KHACH SAN

Gii thieu:
Kiem soat cac phng tien ra/vao khach san nham bao ve tai san cua khach san, ong thi tranh kha nang b e doa anh bom cung nh am bao an ninh cho khach va nhan vien khach san. Cong viec nay cung han che viec dng hay o cua cac phng tien khong c phep o trong khuon vien hoac khu vc quanh khach san. PHAN VIEC SO 18.1: PHAN VIEC SO 18.2: Kiem soat cac loai xe vao khach san Kiem soat cac loai xe ra khoi khach san
221
CONG VIEC 18. KIEM SOAT CAC LOAI XE RA/VAO KHACH SAN
BIET RO NHAN VIEN C PHEP E XE TRONG KHU VC NHA XE CUA KHACH SAN
CAP VE TRONG XE
NHAN LAI VE TRONG XE
GHI LAI NHNG DAU HIEU BAT THNG
GHI VAO SO THEO DOI TNH HNH TRONG CA LAM VIEC
CONG VIEC SO 18: KIEM SOAT CAC LOAI XE RA/VAO KHACH SAN PHAN VIEC SO 18.1: Kiem soat cac loai xe vao khach san
BC 1. Biet nhan vien khach san, va cac phng tien cua nhan vien c phep e trong bai o cua khach san 2. Ghi chep tnh hnh cac phng tien vao khach san CACH LAM Co danh sach cac nhan vien c phep e xe trong bai o khach san. TIEU CHUAN LY DO KIEN THC
Danh sach nen e tai cong e am bao an ninh tai san khu vc o xe cua khach san. khach san va an toan cho khach ngh tai khach san, khach tham va nhan vien khach san.
Ghi chep tnh hnh cac phng tien vao khach san.
Ghi chep bao gom noi dung sau: Ngay vao Gi vao Ten ay u cua lai xe e am bao an ninh tai san khach san va an toan cho khach ngh tai khach san, cung nh khach tham va nhan vien khach san. e tranh viec o loi ve h hong cua xe. e chng to ban a kiem tra phng tien vao khach san.
Hien trang cua phng tien (dau hieu h hong?) ac iem ky thuat/kieu xe Ten ay u cua ban Ch ky cua ban Ch viet ro rang, dung but mc khong phai
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BC 3. Xuat the trong gi xe
CACH LAM a the trong gi xe cho ngi co phng tien gi tai bai o cua khach san.
TIEU CHUAN
LY DO
KIEN THC
The trong gi xe phai gom nhng e tranh kha nang lay nham xe cua ngi khac noi dung sau: Ten khach san ra khoi bai o. So th t cua the Ngay xuat the Gi xuat the So bien ang ky cua phng tien Tuan thu cac quy nh cua Hng dan lai xe a xe khach san. vao bai o ung quy nh se giup viec kiem soat xe de dang hn. e phat hien cac phng tien khong c phep o xe trong khu vc khach san.
4. Hng dan xe vao bai o
Tuan thu quy nh cua khach san ve viec o xe oi vi cac loai phng tien.
CONG VIEC SO 18: KIEM SOAT CAC LOAI XE RA/VAO KHACH SAN PHAN VIEC SO 18.2: Kiem soat cac loai xe ra khoi khach san
BC 1. Thu hoi va kiem tra the trong gi xe tai cong ra vao 2. Trng hp khong co the trong gi xe CACH LAM Thu hoi va va kiem tra the trong gi xe cua tng ngi a xe ra khoi bai o. TIEU CHUAN Kiem tra bao gom: Ngay xuat the. Gi xuat the. Bien so ang ky xe. LY DO e tranh kha nang lay nham xe cua ngi khac ra khoi bai o cua khach san. KIEN THC
Kiem tra xem ngi o co the mo ta chnh xac xe va v tr o khong?
Bao gom: Ngay vao bai o. e tranh kha nang lay nham Gi vao bai o. xe cua ngi khac ra khoi Ten ay u cua lai xe. bai o cua khach san. Hien trang xe (co dau hieu h hai g?). ac iem ky thuat/ loai xe. Neu ngi o khong mo ta chnh xac xe va/ hoac v tr o VA khong co cha khoa xe th khong c phep mang xe ra khoi bai o. Tuan thu cac quy nh ghi e theo doi nhng hien chep so theo doi tnh hnh tng bat thng. trong ca. Tham khao Phan viec 1.4/ Bc 1
3. Ghi chep nhng hien tng bat thng vao so ghi chep tnh hnh trong ca
Ghi chep nhng hien tng bat thng (v du khong co the trong gi xe/ hoac khong co cha khoa xe) vao so ghi chep tnh hnh trong ca.
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19. CHAM SOC KHACH HANG

Gii thieu:
Ban phai co kha nang x ly cac tnh huong giao tiep thong thng vi khach mot cach nhanh chong, hieu qua va vi thai o lch s, ong thi van am bao cac cong viec trong ca trc c duy tr tot. PHAN VIEC SO 19.1: PHAN VIEC SO 19.2: X ly yeu cau cua khach X ly phan nan cua khach
229
CONG VIEC 19. CHAM SOC KHACH HANG
AP NG CAC YEU CAU CUA KHACH MOT CACH CHUYEN NGHIEP
CONG VIEC SO 19: CHAM SOC KHACH HANG PHAN VIEC SO 19.1: X ly yeu cau cua khach
BC 1. Cham soc khach qua giao tiep bang ien thoai CACH LAM Tra li khach qua ien thoai, lang nghe va ap lai nhng yeu cau cua khach. TIEU CHUAN LY DO KIEN THC Tham khao Phan viec 3.4
Tuan theo cac nguyen tac tra Nhng yeu cau eu t khach hang tiem nang. li ien thoai. Neu co the, hay tra li yeu The hien thai o chuyen cau cua khach ngay lap tc; nghiep. trng hp ban can tm hieu trc khi tra li th hay bo tr goi lai khach.
2. Cham soc khach qua giao tiep bang email
Xac nhan va tra li cac email cua khach.
Neu co the, tra li ay u va Nhng yeu cau eu t khach hang tiem nang. ngay lap tc. Neu can kiem tra, hay xac The hien thai o chuyen nghiep. nhan email o ngay. Theo sat vi yeu cau o cho ti khi ban tra li ay u cho khach.
3. Cham soc khach qua giao tiep trc dien
Chao khach va lang nghe yeu cau cua khach; theo doi nhng yeu cau cua khach.
Dung but va giay. Neu co the, hay tra li ngay lap tc, hoac goi lai cho khach neu ban can tm hieu trc khi tra li.
e ban co the ghi chep lai. Nhng yeu cau eu t khach hang tiem nang. The hien thai o chuyen nghiep.
a cho khach danh thiep e khach biet ho ang noi cua ban, neu co san. chuyen vi ai.
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CONG VIEC SO 19: CHAM SOC KHACH HANG PHAN VIEC SO 19.2: X ly phan nan cua khach
BC 1. Lang nghe khach CACH LAM Lang nghe khach vi ngon ng c ch ung mc. TIEU CHUAN LY DO KIEN THC
a khach en mot cho cach e co the noi chuyen yen xa cac khach khac. tnh vi khach ma khong e ngi khac nghe thay. Tao c hoi e khach xa hi. e giup khach du i nhng kho chu.
Neu can, hay ghi lai yeu cau e chng to ban ang nghiem tuc lang nghe va cua khach. am bao ban ghi lai nhng iem quan trong, va khach khong can phai nhac lai. Khong ngat li khach. V nh vay la khong lch s va co the lam khach tc gian hn. Cho thay ban ang lang nghe.
2. To ro s thong cam vi khach
Bang ngon ng c ch ung mc.
Giao tiep bang mat. Gat au va to y lang nghe.
Cam n khach a cho ban Khi bao tin cho ban, khach a giup ban c hoi sa biet s viec. cha sai sot. S dung ai t TOI. e cho thay rang ban cam thay phai co trach nhiem vi khach; rang ban se quan tam en van e cua khach (ngay ca khi ban khong phai la ngi gay ra van e o).
BC 3. Xin loi
CACH LAM Bang cau noi: TOI thc s lay lam tiec ve s viec a xay ra, tha quy ong/ba TEN KHACH.
TIEU CHUAN Xin loi.
LY DO e cho thay ban cam thay tiec v s viec xay ra vi khach. e cho thay ban biet ten khach, lam cho cuoc noi chuyen gia ban va khach than thien hn.
KIEN THC
Goi ten khach.
4. Giai thch viec ban sap lam
Thong bao cho khach viec ban nh lam.
a ra vai la chon cho khach (neu co the). am bao rang ban ch cam Neu ban a ra li ha ma ket thc hien nhng viec ma khong thc hien th khach se cang that vong hn. ban chac chan se lam. Khong bao gi o loi cho bo V ban la ai dien cua khach san va la mot phan phan/ong nghiep khac. cua tap the. Kiem tra xem khach co ong y e am bao rang viec ban vi nhng gi y cua ban khong. sap lam c khach ong tnh. Neu ban cam thay khong thoai mai khi x ly phan nan nao o cua khach, ban phai lien he vi can bo giam sat. Vi nhng trng hp cu the ma ban thay kho khan khi x ly phan nan cua khach, tot nhat la bao cao vi can bo giam sat e x ly.
Tham khao chnh sach cua khach san trong viec x ly phan nan cua khach.
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BC 5. Lien he vi nhng ngi lien quan e giai quyet van e
CACH LAM Lien he vi cac bo phan trong khach san co the tham gia x ly phan nan cua khach.
TIEU CHUAN Giai thch phan nan cua khach. Giai thch nhng ieu ban a thong nhat vi khach. c s cam ket cua ca nhan/bo phan lien quan trong khach san vi giai phap e xuat. Hoi ro thi gian trien khai x ly. Yeu cau ho lien he vi ban ngay khi van e c x ly.
LY DO e am bao bo phan lien quan nhan thc c toan bo van e va toan tam cam ket giai quyet van e.
KIEN THC
V ban van ang nam gi van e.
6. Lien he vi khach
Goi ien thoai cho khach.
Kiem tra xem khach co hai e am bao rang khach hoan toan hai long vi cach long khong. giai quyet. Goi ten khach. e lam cho cuoc chuyen than mat hn. tro
Kiem tra neu ban co the ap Tao c hoi cho khach neu ng nhng yeu cau nao khac ra yeu cau khac. cua khach. 7. Ghi lai phan nan Ghi lai phan nan cua khach vao so theo doi tnh hnh trong ca. Tuan theo quy trnh ghi so theo e ghi lai cac chi tiet cang chnh xac cang tot. doi tnh hnh trong ca. e theo doi phan nan cua khach. Tham khao Phan viec 1.4/ Bc 1
20. KET THUC CA LAM VIEC

Gii thieu:
Ban phai co kha nang hoan thanh ca lam viec cua mnh ma khong c phep e lai cong viec con dang d hoac khach khong hai long. Ban cung phai am bao rang moi cong viec chuan b cho ca lam viec tiep theo a hoan tat. PHAN VIEC SO 20.1: PHAN VIEC SO 20.2: Danh muc kiem tra trong ca lam viec (Kien thc ) Ban giao ca lam viec
237
CONG VIEC 20. KET THUC CA LAM VIEC
HOAN THANH GHI CHEP SO THEO DOI VA SO TIN NHAN
BAN GIAO CHA KHOA
RA SOAT XEM DANH MUC KIEM TRA A HOAN TAT CHA
CONG VIEC SO 20: KET THUC CA LAM VIEC PHAN VIEC SO 20.1: Danh muc kiem tra trong ca lam viec (Kien thc)
BC 1. Danh mu c kie m tra trong ca la m vie c CACH LAM Moi ca lam viec bao gom nhieu cong viec khac nhau. Danh muc kiem tra trong ca lam viec c xay dng e am bao rang nhng cong viec nay c trien khai chnh xac. Danh muc nay phac thao nhng cong viec can phai thc hien va thi gian hoan thanh cong viec. TIEU CHUAN LY DO KIEN THC
Tuan theo quy nh kiem tra e am bao ban co the hoan cong viec trong ca lam viec ap thanh nhng cong viec ma dung cho v tr cua ban. ban chu trach nhiem.
Thong bao cho Can bo giam e can bo giam sat co sat neu ban khong the hoan cach giai quyet. thanh cong viec cu the nao o.
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CONG VIEC SO 20: KET THUC CA LAM VIEC PHAN VIEC SO 20.2: Ban giao ca lam viec
BC 1. Hoan thanh ghi chep so theo doi tnh hnh ca lam viec CACH LAM Ghi lai moi s viec va hoat ong co lien quan en an ninh co anh hng ti hoat ong cua khach san, khach va nhan vien, hoac gay nguy c hoa hoan, tai chnh, sc khoe, an toan hay cac nguy c khac. TIEU CHUAN LY DO KIEN THC Tham khao Phan viec 1.4/ Bc 1.
Tuan thu quy trnh ve so ghi e ghi lai cac chi tiet cang chep trong ca. chnh xac cang tot. e theo doi nhng dau hieu bat thng va/hoac phan nan cua khach. e ca lam viec sau se biet c nhng viec a c ca lam viec trc o bo tr.
2. Hoan thanh ghi chep so ghi li nhan
Cap nhat cac thong tin noi bo hoac cac ch dan bo sung trong so ghi li nhan, gay anh hng en hoat ong hang ngay cua khach san, khach va nhan vien.
Tuan theo quy trnh ghi chep e cap nhat thong tin mi so li nhan. nhat ve nhng s viec mi xay ra.
BC 3. Kiem tra danh muc ca lam viec
CACH LAM Kiem tra xem cac cong viec a hoan thanh va c ky nhan cha.
TIEU CHUAN
LY DO
KIEN THC Phan ln cac khach san eu co danh muc kiem tra cu the cong viec ma tng ca trc phai hoan thanh. Thong thng co danh muc cong viec cu the cho can bo giam sat va nhan vien an ninh.
Bao cao can bo giam sat ve e can bo giam sat co the nhng cong viec cha hoan biet nhng viec cha hoan thanh. thanh. Nhng cong viec cha hoan e am bao cac cong viec thanh phai c ban giao cho c thc hien at tieu ca lam viec sau. chuan. e am bao nhng viec cha e cho ca lam viec sau biet hoan thanh de dang hieu va hoan thanh cong viec c va nhng viec can phai d dang o. tien hanh tiep.
4. Ban giao cha khoa
ien ay u thong tin vao phieu ang ky cha khoa va ban giao cha khoa ban ang quan ly cho ca lam viec sau.
Nhng cha khoa can c ban giao: - Khoa tong. - Cac khoa khac. Kiem tra tat ca cac tui cua ban. Hoan thanh phieu ang ky cha khoa gom: - Ngay. - Gi. - Ten ay u cua ban. - Ch ky cua ban. - Ch viet ro rang bang mc khong phai.
e am bao ca lam viec sau co ay u cha khoa theo quy nh. e am bao ban khong mang theo cha khoa nao ve.
243
244
BC 5. Trc khi ra ve
CACH LAM Ve sinh khu vc lam viec va kiem tra vi can bo giam sat xem ban co the ra ve cha.
TIEU CHUAN
LY DO
KIEN THC
Ni lam viec cua ban sach se e ca lam viec sau co ni va ngan nap. lam viec ngan nap gon gang. Luon kiem tra vi can bo giam Can bo giam sat la ngi sat xem ban co the ra ve co trach nhiem vi toan bo cha. ca lam viec, v vay, ch khi c s ong y cua can bo giam sat th ban mi c phep ri khoi ni lam viec.
6. Ra khoi khach san
Ra khoi khach san theo loi i danh cho nhan vien.
Ri khach san ngay khi ket Nhan vien ch co mat tai thuc ca lam viec. khach san khi trong ca lam viec. Thay sang thng phuc. V ly do an toan va ve sinh. ong phuc khong c phep mac khi ra khoi khuon vien khach san.
Gi giat ong phuc ban tai bo ong phuc ban can phai phan giat la. c giat la sach se. Ky cong vao t cham cong V viec ky vao t cham cong lien quan trc tiep trc khi ra ve. en viec thanh toan tien lng.

2. Nghiệp vụ An ninh khách sạn

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2. Nghiệp vụ An ninh khách sạn

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TIEU CHUAN KY NANG NGHE DU LCH VIET NAM

NGHIEP VU AN NINH KHACH SAN

C QUAN PHAT HANH

D AN PHAT TRIEN NGUON NHAN LC DU LCH VIET NAM

XUAT BAN LAN TH NHAT 2008

Tieu chuan VTOS Nghiep vu An ninh khach san

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

1.1 THONG TIN CHUNG

1.2 TIEU CHUAN KY NANG NGHE DU LCH VIET NAM

PHAN VIEC KY NANG

PHAN VIEC KIEN THC

1.3 BANG KY NANG NGHE

1.4 CACH S DUNG TIEU CHUAN VTOS

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

TIEU CHUAN VTOS NGHIEP VU AN NINH KHACH SAN

D an Phat trien nguon nhan lc Du lch Viet Nam

Hoi ong Cap chng ch Nghiep vu Du lch Viet Nam (VTCB)

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

15. 16. 17. 18. 19. 20.

PHAN VIEC KY NANG

2.2 KE HOACH LIEN HOAN CAC CONG VIEC VA PHAN VIEC

1. CHUAN B LAM VIEC

PHAN VIEC KY NANG

99 102 104 107 110

PHAN VIEC KIEN THC 5.1 S cu y te

6. X LY CAC CHAT CAN C KIEM SOAT

PHAN VIEC KY NANG

PHAN VIEC KY NANG

41 46 47 48 3. CAC KY NANG IEN THOAI

PHAN VIEC KIEN THC

PHAN VIEC KY NANG 53 3.1 Chuan b

PHAN VIEC KY NANG

PHAN VIEC KIEN THC

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

10. X LY E DOA ANH BOM

15. KIEM SOAT RAC

PHAN VIEC KIEN THC

PHAN VIEC KIEN THC

PHAN VIEC KY NANG

PHAN VIEC KIEN THC 165 11.1 ang ky khach

211 212 213 214

PHAN VIEC KIEN THC

171 173 174 176 178 180 181

PHAN VIEC KIEN THC

PHAN VIEC KIEN THC

PHAN VIEC KIEN THC

PHAN VIEC KIEN THC

13. KIEM SOAT THIET B RA/ VAO KHACH SAN

PHAN VIEC KY NANG

PHAN VIEC KIEN THC

242 20.2 Ban giao ca lam viec

PHAN VIEC KY NANG

2.3 NOI DUNG CAC CONG VIEC VA PHAN VIEC

1. CHUAN B LAM VIEC

TIEU CHUAN KY NANG NGHIEP VU AN NINH KHACH SAN

CONG VIEC SO 1: CHUAN B LAM VIEC

HIEU RO QUY NH CUA KHACH SAN

MAC ONG PHUC THEO QUY NH CUA CONG TY

BIEN TEN THNG C EO TREN VE AO BEN TRAI

ONG PHUC PHAI SACH SE

TAM RA SACH SE TRC KHI LAM VIEC